HBX
Employee Experience
Customer Contact Experience
Branch Experience
Virtual Experience
100

What is Horicon Bank's Vision Statement?

Together, Doing Good 

100

What are the 4 FISH philosophies?

Choose your Attitude

Play

Make Their Day

Be There


100

All calls should be answered within how many rings if you are available?

2 rings. 

100

Employees have an obligation to ____ a customer when they step foot into our lobby?

Greet

100

What is another name for My Virtual Teller?

An ITM

200

What is our Why Statement?

We enjoy working together to make lives better and more secure. 

200

All employees must wear what when they are in areas visible to customers?

Name tag! 

200

What kind of transfer do we NOT allow at Horicon Bank?

Blind Transfers 

200

You should always ____ at the presence of customers when sitting behind the teller line.

stand

200

What is the name of the chat function within the Virtual Experience?

Glia Chat

300

What does CARE stand for?

Communities who value our presence

Associates who are growing in skills and success

Relationships with customers who trust us

Expectations that are being satisfied

300

When joining virtual meetings, what should be on to show your attentive and listening?

Your cameras! 

300

All calls and messages should be returned to customers within this time. 

24 hours.

300

What request to serve statement do you use when starting a conversation with a customer?

How can i help you?

300

What should you always do prior to sending a chat message to a customer?

Proofread prior to sending

400

What are our CORE virtues?

 Capability

hOnesty

 Respect 

 Energy 

400

What does each employee have 5 of that is unique to them? 

YOUR STRENGTHS!

400

All employees are required to use their what when creating new emails to internal and external customers?

Their signature! 

400

How do you end a conversation with a customer?

On a positive note. 

400

What is one thing you should never use in a virtual chat message?

Abbreviations, Emojis, Acronyms, Slang Terms, Profanity

500

Who shapes the customer experience? 

YOU! 

500

Who is considered a customer at Horicon Bank?

Internal and External Customers 

500

How do you answer a phone call externally? 

Thank you for calling Horicon Bank. This is (name). How can I help you? 

500

What is the 10 foot rule in the Horicon Bank Experience?

You must acknowledge our customers if you are within 10 feet of them if you are able to help them or not.

500

What makes our Virtual Experience unique to other larger Financial Institutions?

Our bankers are right down the street! Close to home! One of us.

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