Call Handling
Should we address a customer by their first name?
No, if we need to address the customer we should use general terms (ma'am or sir) or we can say "Mr." or "Ms." and their last name.
What are the 3 pieces of information you use when authenticating a customer?
Last four of SSN, DOB and secret word
What is the AARP promotion for the OSA?
a 0.10% APY bonus for a period of 24 months
Which product(s) that Marcus offers have an early withdrawal penalty?
the HYCD
Which owner (of a joint account) receives the 1099 form at the beginning of the year?
The primary owner
What should we do when we need to cough or sneeze or clear our throat while on the line with the customer?
Mute yourself
What pieces of information can you use to authenticate a customer if one of the three main pieces of information cannot be used?
Email, CIF, or OTP (if available)
What is a successful referral?
When a new customer opens an account with an existing customer's referral link/code.
What information do we use to calculate early withdrawal penalty?
Principal balance, current rate and the penalty assessment
How much interest does a customer have to earn to receive a 1099 form and where can we see how much interest that they have earned for the prior year?
$10 or greater and WebCSR
Do we warm or cold transfer to ODR?
Warm transfer
What should you do if you cannot verify a OTP the normal ways (sending a text/email or PIN callback)?
Reach out to Fraud
What is the AARP promotion for the NPCD?
A special 8 month term.
What do we inform the customer when we are submitting an early withdrawal penalty waiver request?
After obtaining TL approval to submit the case, we inform the customer that the request will be reviewed and a response will be provided in 1-3 business days.
What does the signature card have to do with backup withholding?
An account will have backup withholding on it until we receive a signature card (electronic or paper)
How do we handle ghost calls?
Attempt to get a response and stay on the line for at least 2 minutes, state that you cannot hear customer, state that you are disconnecting and state our number & hours of operation
Customer calls in and does not know their secret word and they need the hint. You say "I see here that your hint is 'Favorite Place'". Is this a correct way for the agent to state that?
No, using the phrase "I see here" confirms the existence of an account (before authentication) because you are saying that you see something in front of you. It is best to just say "The hint is..."
Where can customers find their unique referral link?
in the Referral Center on marcus.com when they log in
We will waive an early withdrawal penalty for hardship. What are those hardship reasons?
Natural disaster approved by the bank, deceased depositor or legal incompetence
What is the type and subtype for a call where you talked about tax information or a 1099 form with a customer?
Type: Account Maintenance
Subtype: Tax: Research 1099
For silence that is initiated by the customer, how much time can pass before the agent needs to check in with the customer?
1 minute
Where can customers find their CIF?
Only in the Welcome Kit or a Savings Specialist can provide it to them
If a customer calls in about the $100 bonus promotion and they did not enroll/apply the promotion to their account, can we retroactively apply the bonus for them?
No, we cannot
When a customer is impacted by a natural disaster, we use a list of what to create a EWP waiver mailing list?
Zip codes, FEMA exceptions job aid
What does backup withholding mean and where can you see if a customer has it on their account?
It is interest that the IRS withholds and you can see it in WebCSR