Member Experience
What are the first words of the 5 steps in the Member Experience Process? (in order)
Greet, Connect, Listen, Build, Thank
How much is the membership fee at Verity?
$5
In which system will you begin EVERY member interaction?
CRM
What is the due date on all Verity Credit Cards?
18th
Describe the difference between post dated and stale dated.
Post: dated for the future
Stale: dated for more than 6 months in the past
What are some things you can do to make a good GREET?
Example answers: introduce yourself, smile/welcoming body language and tone, acknowledge the wait
What year did Verity open?
1933
An address change and printing a debit card are examples of what CRM item?
Service Request
How many days is the typical grace period for most Verity loans?
10
A check is written to "Ken Doll and Barbie". Who needs to be on the account it is deposited into?
Both Ken and Barbie
What are some things you can do to make a good CONNECT?
Example answers: ask member related questions, verify the member, use the member's name, validate emotions
What is Verity's official charter?
Anyone who lives, works, worships, or attends school in Washington State can join.
How many days will a new member flag stay on an account after membership opening?
90
Which loan has no grace period for late payments?
Credit Card
Where can members wanting to sign their check over to someone else (special endorsement) make their deposit? (Verity branch, shared branching, ATM, Mobile?)
Verity Branch only
What is the difference between a member and a customer?
Member: has influence on operations; benefits from operations in the form of dividends or benefits
Customer: purchases/consumes goods or services; has no influence in operations; does not benefit from operations
What name did Verity originally open under?
Postal Employees Credit Union #8
What does it mean if an account has the restriction “Account not reported 1099INT”?
The member did not earn enough interest in the prior year to generate a 1099 form
What are 3 things members CAN'T do through shared branching?
Examples: account maintenance (closing, opening, changing type), member maintenance (name change, address change), get a check hold released, withdraw more than $1,000 in cash, get a corporate check, account research
Describe how using the check hold "Consumer Overnight/Over $5,525" would affect a deposit for $6,000. (how much would be available at what times)
$500 today
$5,025 next business day
$475 5 business days
What are the full 5 steps of the Member Experience Process?
Greet the member warmly and sincerely.
Connect with the member where they are.
Listen to the member and understand their goals.
Build a plan and take action.
Thank the member, we exist for them.
Name all 7 of Verity's current branches.
Alderwood, Auburn, Beacon Hill, Northgate, Greenwood, Wallingford, West Seattle
What 3 types of transactions require signatures? (main categories)
Shared Branching
Loan Disbursements
Withdrawals
Describe the difference between Verity's Cash Back and Cartwheel checking accounts.
Cash Back: 2% cash back for first $250 spent each month
Cartwheel: 0.50% APY on first $10,000 on deposit
Out of the following, what is NOT required for a check to be negotiable?
Payor's endorsement/signature
Words of negotiability
Date
Memo
MICR line information
Bank Information
Memo