PINOY AKO
What nine-day series of dawn masses is celebrated leading up to Christmas?
Simbang Gabi
Who is Flagstar Bank's CEO?
Joseph Otting
What tag is displayed on a Knowledge Article when new updates have been made?
Updated!
Why is saying "I understand" alone often less effective than sharing a personalized acknowledgment?
It may sound generic and not address the customer's specific situation.
Which OPM band released the hit songs "214," "Elesi," and "With a Smile"?
Rivermaya
An out-of-footprint client is located more than ___ miles away from the nearest banking center.
25 miles
When a client requests to dispute a transaction, how many transactions should be reviewed as part of the process?
10 transactions
What is the term for tailoring your communication style to a customer's specific situation and needs?
Personalization
During Simbang Gabi, what food is traditionally sold outside churches and made from glutinous rice and coconut milk?
Bibingka and Puto Bumbong
Among Flagstar Bank's offered products, which account functions as both a checking and a savings account?
Money Market Accounts (MMA)
True or False: Advocates are permitted to revisit or open a client account when there is no active client interaction.
False
What communication skill involves fully concentrating on what the customer is saying rather than just waiting for your turn to speak?
Active Listening
Which 2007 Filipino film became famous for the line "You're nothing but a second-rate, trying hard copycat"?
Bituing Walang Ningning
Clients with loans originated through Flagstar are transferred to a new PLS. What does PLS stand for?
Private Label Servicing
What new Knowledge Article (KA) provides instructions for verifying a client's enrollment in ODP?
Banking - Viewing Overdraft Protection Enrollment
What is one way an agent can show they are actively working on a customer's issue during a long hold or research period?
Provide updates
This Filipino comedian portrayed Kevin Cosme in a sitcom that became the longest-running television comedy series in Philippine history. Who is he?
Michael V. (Pepito Manaloto)
Under what circumstances is an Identity Theft Victim restriction placed on a client's profile/account?
When a client or non-client reports that their personal information was used to open a Flagstar account, or when there is a reasonable belief that an account takeover or personally identifiable information (PII) breach has occurred.
This document provides key account details, such as rates, minimum balance requirements, and other terms and conditions that must be reviewed with the client prior to opening a new account.
Account Disclosures
What is the ultimate goal of humanizing customer interactions?
Making customers feel heard, understood, and valued.