Procedural
What Procedure would you go to if you're unsure where to transfer an Account Holder?
What is Call Transfer Deposits/BFU/Retail Branch Job Aid
What does a good Acknowledgement look like based on this?
"I lost my Debit Card & I think there's some transactions that I didn't make"
what is "provide any acknowledgement that shows empathy"
What level of Verification is needed to update Email Address/Address/Phone on file?
What is 2nd level
At what point in the call are you able to state that Account Holder has a Discover Bank Account?
What is after 1st level verification
What is Minnie Mouse's first name?
What is Minerva
What Procedure would you pull up if you were needing to know how to handle a Debit Card Activation/Pin setup request?
What is Debit Card Maintenance Deposits/BFU/Retail Branch Procedure.
Activating Debit Card - Step 5
What is a good acknowledgement to provide if you're needing to place an account holder on hold to do research?
What is "an acknowledgement that provides a timeframe & what you're doing, that shows confidence"
What accounts have Debit Cards?
What form of 2nd level verification can we complete if Account Holder has a Debit Card.
What is Cashback Debit/Money Market
What is XID
What steps do we take if there's a Priority note that states "transfer all calls to --?"
What is transfer the call to the correct department
This state has a town Called "Boring"
What is Oregon
What Procedure would we pull up if Account Holder was inquiring about wire transfer limitations?
What is the Funds Transfer Deposits/Retail Branch Base Document.
What is a good way to come back to an account holder when you reach that 2 minute mark on hold?
What is "confident reply where you ensure that the Account Holder knows you're still working on helping them"
If we see in Atlas that Account Holders Status says "Card," where would you transfer them to?
What is Credit Card
What do we do if Account Holder fails to verify their password?
What is 2nd level verification
These 6 people really enjoyed spending the last 6 weeks helping you guys begin a new career!
Who are - Eric/Alex/Madison/Ariel/Ashley/Kevin
What Procedure would you pull up if you had any questions if you should notate an account?
What is the Notes Deposits/BFU/Retail Branch Procedure.
What's a great tailored closing after you've closed a CD that just matured & transferred funds into internal account?
What is "closing that congratulates the maturity of CD, while confirming funds are available in internal account"
Where would you transfer an Account Holder to if they need to dispute transactions?
What is Reg E
Where in Atlas are you able to view details of an Account Holders Bonus status?
What is Account Actions - Enterprise Rewards Offers
How many Wrestlemania events have there been?
what is 39
What Procedure would you pull up if you have an Account Holder has a TMX Deny Lockout?
Bonus, how do you handle this situation?
What is Account Center Access Deposits/BFU/Retail Branch Procedure.
What is transfer to BFU
What is a tailored acknowledgement you could say to an account holder who just had a death in their family?
What is "tailored acknowledgement that includes empathy towards the loss of a loved one"
Where would you go to help show an Account Holder how to verify Trial Deposits?
What is CIF emulator
How crucial is it to say disclosures Verbatim?
What is Crucial as those disclosures are recorded so we need to be as spot on as possible.
This day of the week is most common for children to be born on.
What is Thursday