Systems
I can tell what type of an account the customer has and if other are in the account with them and in what capacity.
What is CTI?
Customer is upset with a charge, I should offer this before determining the cause
What is empathy?
Customers asking for a branch address is what type of risk?
What is low risk?
As a premier customer how many cashiers check can be requested without charge?
What is free up to 5 per month?
I can show what and how something can be done while you speak to a customer.
What is the CCC Service Policies and Procedures?
Before I probe and resolve I will do this in the call flow
What is Greeting and ID Authentication?
In CTI the physical address is the _______ field.
What is the Customer Address Field?
What is the earliest I can go in this afternoon to the DTC Branch in Colorado and make a deposit?
What is 1:15pm?
I can help you practice the flow and searching information in a QA enviornment.
What is CTI QA?
Once I listen, probe and inform, I will...
What is Solve the problem
To change the address in Max, you first need to click me.
What is maintenance?
As a free checking customer, what is the most I can withdraw per day?
What is $500?
Becuase I am high risk transaction, you need to search and verify me in HOST FDR
What is the CVV?
I can prevent future call backs if I can anticipate
Anticipate customer's unstated needs
For the updated address to appear in the Current Customer Address field you need to ?
What is update and send to host?
What routing number should I give for an account in Florida to so I may receive a wire transfer?
What is 053100300
I can assist you in determining why a customer's debit card is not working.
What is FDR?
I consist of five things that I will do on each call regardless of the call driver (what are they)
What is Greeting and ID authentication, ID all customer needs, research probe to answer accurately, resolve the issue on the 1st call and recap and show appreciation?
I can define and provide retail risk categories
What is the Risk Factors Retail Tab?
My Brother is sending me money transfer from his bank in Germany to my account in Oregon. What routing number should I give?
What is FCBTUS33XXX?