Tools & Resources
What tool is used to find out which journey contains a specific situation?
JOBs Tool
Client has the option to verify the bank through either instant bank authentication, or this other process.
Micro Deposit Process
Read off the dead air script.
"I cannot hear you. If you can hear me, please give us a callback at 877-662-7447
TOD
Transfer on Death
A self-managed client wants to buy a Vanguard Mutual Fund in a non-retirement account. Which queue should you transfer to?
INV_VGMutualFund_Internal
Client is calling in regarding a complex situation. You've already consulted the standard work and infowave. What is the next resource to follow up with according to the step-up model?
JSS
Ryan Carter has an individual Vanguard account. His wife, Mary Carter, wants him to add her bank (that she owns) to his Vanguard account. Can this be done online?
No
Client doesn't answer a system initiated callback. State the voicemail that you leave the client.
All voicemail messages left for clients must inform the client of / follow the below four points:
VBA
Vanguard Brokerage Account
Zark Muckerberg owns a very successful company and wants to open a Vanguard account under the company's name. Which queue will contain this call?
ONB_ADVANCED_INTERNAL
Client wants to know if they will need a notary to add a bank to their profile. Which tool can you use to figure this out?
Add a Bank Tool
Which bank cannot be added through the Instant Bank Authentication Workflow?
(JP Morgan) Chase Bank
According to infowave, how often should you check back in with a client when you put them on hold?
Do not leave the client on hold without checking back with them unless the client states otherwise (checking back within about 7 minutes is a best practice). If the inquiry will take a long time to complete indicate the time frame in which you will be returning to the line, and be sure to follow through in a timely manner.
RMD
Required Minimum Distribution
Your very own, Cristom Payagen, calls in and wants to buy a stock in his retirement account. His computer is broken, he doesn't own a device that has internet, and communicates with his family members through messenger pigeons so they can't help him. He wants to buy 10 shares of Apple Stock over the phone and is okay with the BAC. Which queue will contain this call?
INV_SpecializedTrading_AcctSvcs_Internal
What chatbot is used to request a Security Code Accommodation?
JSA Chatbot
Michael Jordan and Maria Jordan have a joint account at Vanguard and they want to add a bank account. Michael Jordan co-owns the bank account with his brother, Chris Smith. Does this form require a notary?
No, because Michael Jordan is listed on the bank account.
Investments has a 5 minute hold time but the client is elevated. You verified with the JOBs tool that INV_Stock_ETF_InvestEducation is the correct queue. Is it considerate to transfer the client to this queue?
No. If the client is elevated, conference over to the appropriate journey to explain the situation to the representative.
FCR
First Call Resolution
Ryan Smith has an individual account at Vanguard and wants to transfer the assets to Mary Smith's individual Vanguard account. Which queue will contain this phone call?
COO_BASIC_INTERNAL
What chatbot do you use to troubleshoot client and/or crew system issues?
RAPTOR
John Smith and Amy Smith added the same BofA bank to both of their profiles. On their BofA transaction history, they have four micro-deposits: $0.41, $0.52, $0.13, $0.45. They also have two transactions leaving BofA for $0.54 and $0.97.
Which two microdeposit combinations can John Smith try in order to verify the bank?
$0.13 + $0.41 = $0.54
$0.52 + $0.45 = $0.97
What are the three requirements for cold transferring to Participant Services?
1. Inform the client they will be transferred.
2. Provide the direct dial number and hours for Participant Services (800-523-1188 Monday through Friday, 8:30 a.m. to 9 p.m., Eastern time)
3. Inform the client they will have to go through call security when they are connected with a representative.
QCI
Quality Client Interaction
Mrs. Smith calls in and says she got an advertisement for Vanguard's Digital Advisor. Which queue will you bring her to?
RSG_Clients