Miscellaneous
Who distributes leads?
Professor Parks.
Calling a 3/14/45 day service lead, customer does not answer and voicemail what is correct disposition
Left message no follow up needed.
When calling a new retail leads, customer asks for their balance.
Full name & address
New retail leads
1 attempt, message left on first attempt
where do you go to find leads assigned to you?
Regional CRM, campaigns, my campaigns.
When customer disconnects call before introduction what is the disposition?
Spoke with customer not interested.
Customer wants to know when their card was sent
Full name & address
Regulation D
2 attempts, leave voicemail on first
Where do you find information being requested for questionnaires?
Click on customer name, then Information requests next to details
Calling Questionnaire second attempt, no message left on first attempt what do you disposition.
Leave message and mark as left message no follow up
Customer wants Regulation D fee reversed
Manually verify
Credit triggers
2 attempts, message left on 2nd attempt.
Where do you find account posting status in CRM?
Click on account in question and on the right side of screen under details.
Calling a credit trigger, you speak with customer. they seem interested but do not want to warm transfer or setup appointment. What would you Disposition as?
Spoke with customer explained changes/options
Customer wants Digital Banking unlocked
PIN verification
RCC
1 attempt no voicemail.
Who are the best trainers throughout TCF
Sandy and Sean
If customer requests a same day callback on leads what do you do?
Spoke with customer callback later. set reminder in calender.
Customer need to update address/phone number
PIN verification
Questionnaires/Closures
2 attempts, leave message on first attempt