ZELLE
Can Zelle use a savings account?
No
Where in Symitar can we enroll members into Promos?
General Account Menu> Marketing tab
Where do you go to find online wires?
Under Transactions, select To Process and search Wire Transfers
If a member did not write 'For Canyon View CU Mobile Deposit Only" can we accept it?
Yes, Tell member to add for future.
How can you Empower agents to get a sale over the phone?
Words of Encouragement and Praise
A member calls asking why they haven't received their incoming Zelle transfer and their Zelle profile looks perfectly fine. How do we troubleshoot this?
We cannot, the sender needs to check their account.
Who can you contact for promo exceptions?
Management and Carter Hendrickson
How do we complete a Business Enrollment in Q2 Central?
Go to Groups & search Group 12. Find Business, fill out all information, and link their accounts.
Name the 5 points of negotiability on a check.
Date, Payee, Written Amount, Signature, and MICR Line
Name some creative methods for helping Educate an agent over the phone.
Screen Sharing, Ask them what they think, etc.
How do we change the service level in Zelle and what needs verified?
Select Change Service Level in Zelle back end & ensure member knows who they are sending the money to.
What's the max amount a member can receive on the 2nd time using the Pay for A's promo?
$20 A=$2
Where do we access Message Boards? List 5 things we CAN do over Message Board.
Select Secure Messaging under the Communication section. Activate Cards, Close Accounts, Send New Card, Provide Account Number, Provide Payoffs, etc.
What's our limit on check holds we can release?
$10,000
What does it mean to engage with the agent on a Help call?
Have a positive attitude, build trust, make a personal connection, actively listen.
How do we remove a fraud status from a member's Zelle account?
Verify the transactions and call Fraud
How can we apply pay outs on Promos to a member's account in Symitar?
General Account Menu> Marketing> Select your Promo, select to apply payout and enter amount.
If a member's OB account shows no accounts or a few accounts are missing, where all should we check to find the problem?
Q2 Central under the User's tab, check if account is linked OR CSR Assist, check that the account isn't hidden.
If a member deposited a check in branch earlier this morning and is now calling to get the check hold released, can we release it? ATM?
It depends. Ask Questions. Can we get the check image? How much is it? How much do they need? Call the teller to ask why they placed hold.
Name all 4 E's.
Engage, Educate, Experience, Empower
How do we troubleshoot when a member's Zelle pulls up a blank screen/unknown error?
No special characters on account, Verify the zip code is accurate, Trust accounts- check user level in Q2
Where can you find how a member earns all $500 in the New Member $500 Promo?
The Ridge> Marketing tab, or the Website
What do you do when you get the pending transactions error?
Go to Transaction Status, change to suspend, then unsuspend
SCENARIO
How can you use your Experience as an agent to help agents that call the Help Line?
Remember what it felt like to be new, Understand the stress or confusion they may be feeling, Show them Empathy, etc.