Business Account Product Knowledge
What is the minimum account opening deposit for a Small Business Checking? Business Select Checking? Commercial Analyzed Checking? RightNOW account?
$100 for all four business checking accounts.
If a customer says they had an unauthorized charge on their debit card, what should the banker change on the card?
The banker should change the card's status to hot.
What is an interactive banker's cash back limit when in offline procedures? What is their contact center manager's cash back limit?
$250. $500.
What is a self-service option you would recommend for someone depositing a check through the IBM?
Mobile deposit.
What is a secured loan?
A loan that requires collateral such as a car, boat, motorcycle, house, or a certificate of deposit account for the bank to place a lien on.
True or False? The RightNOW account can only be opened by sole proprietorship or partnership businesses.
False. The RightNOW account can only be opened by sole proprietorship or not for profit organizations.
If a customer says their card isn't working when they use it and you see that they have three invalid pin attempts on their card what should you do to assist them?
First, reset their invalid pin attempts in Horizon and then recommend they step into the branch to reset their pin number if they don't remember it.
Who will typically be in charge of managing the communications and navigating how things need to be done in the contact center during offline procedures?
A. Director of Consumer Banking
B. Retail Banking Director
C. Contact Center Manager/Contact Center Director
D. Bank President
C. Contact Center Manager/Contact Center Director
What is a good self-service option for a customer to know about if they are depositing cash but doesn't want a receipt?
That they can view their deposit in their online or mobile banking.
What are two examples of secured loans?
Vehicle, boat, real estate, motorcycle, and CD loans.
The Business Select Checking has how many free per-item transactions a month? Small Business Checking? RightNOW Checking? Commercial Analyzed Checking?
300. 150. 120. 0.
How long would it typically take for a customer to get a brand-new debit card if they walk into the branch? How long would it take for a customer to get a brand-new debit card if they request we mail it to them?
Typically, 5-10 minutes. Typically, 7-10 business days.
If a non-customer wishes to cash a Fidelity Bank check in the amount of $550.00 while you are in offline procedures how should the banker proceed?
Inform them that due to our systems being down we are only able to give out up to $500 if approved by our supervisor and that they will have to come back at a different time when our systems are back up and operational.
If a customer has $50,000 in a Free Checking Account, what account product or products would you recommend?
Answers may vary. Relationship Checking, Relationship Rewards Checking, Relationship Money Market, and Certificate of Deposit.
What are three loan examples that are fixed rate loans? What are two examples of variable rate loans?
Vehicle, Home Equity, Boat, Personal Secured/Unsecured, Vacant Lot, and Certificate of Deposit. Home Equity Line of Credit (HELOC) and Relationship Line of Credit (RLOC).
What is the business account that has four interest rate tiers, requires $2,500 deposit to open and $2,500 to maintain monthly to avoid a $10 fee?
Business Money Market Max.
If a customer requests we mail them a brand new debit card, what system should we submit that request into? What two forms of information does the banker have to verify with the customer before submitting this request?
Connect. Address and phone information of the customer.
What two systems does an interactive banker use to verify a customer's identity and previous business day's account balances?
Connect and Q2 Co-Pilot.
Customer withdraws cash at the IBM. What's a product/service you would recommend based off of this and why?
Debit card. More convenient to use, they don't have to worry about losing a lot of cash, and they can use at any time of the day.
What's the minimum loan advance the bank gives to a customer who wishes to get a vehicle loan? Relationship line of credit? Home equity line of credit?
$1,500. $1,000. $5,000.
If a business customer currently has a Small Business Checking account and they consistently have 250 per item transactions a month, deposits $7,500 in cash monthly, and consistently maintains $25,000 a month in the account, what would be a better alternative business account you would recommend?
If a customer is having issues with their debit card and they say it got declined at Walmart today, they have no invalid pin attempts, their card's status is currently active, and the banker doesn't see any transactions tried at Walmart in the customer's card history, what should they tell the customer?
That since there's no history of them using their card at Walmart in their debit card history that the issue is with the vendor's card reader system and not with the customer's debit card.
When Horizon is no longer offline what should a banker do?
Pull up Network Manager and then complete all those transactions in Horizon.
If a customer has $3,500 in a Free Checking Account what account products would you recommend and why?
Answers may vary. Update Free Checking into a Relationship Rewards. Open a Relationship Money Market or Certificate of Deposit Account.
Name the loan that has a variable interest rate, requires collateral to have it, has a ten-year withdrawal period followed by a ten-to-twenty-year repayment period, with a max loan amount of $250,000?
Home Equity Line of Credit (HELOC).