Account Opening
True or false- We can pull a CBD application up in atlas and complete it there for sake of customer ease
False
We can review it in Almanac, but can't make any changes/alterations to the application in atlas
"I am unhappy with your rates! Capital one is offering 5% for an osa, why can't your bank match that?!"
I can definitely understand the importance of earning the highest rate as possible, especially during these uncertain times, at this time we are unable to match rates but I am happy to submit this feedback to our headquarters to see if we can offer it in the future!
Give your best acknowledgement to an upset customer whos debit card was just declined
" I am so sorry to hear your card declined, I know how upsetting that can be, I appreciate you calling in so I can work to get this resolved for you..."
List all of the ways a PSC can be completed?
Bonus: Custodial/estate accounts can ONLY mail it in
True or False- If a customer calls in and just wants a quick confirmation that our rate for a 1 yr cd is .50%, it is ok to let them know they are correct since they provided it to us?
False- We must read the rate disclosure VERBATIM FIRST and then can advise them they are correct.
It is ok to change "you are" to "you're" when reading the mobile consent disclosure because they mean the same thing.
False- Any small change is not verbatim and would result in a defect
Where in CST can we see what the customers daily limit is?
Customer Detail
True or False- Customer is wanting to deposit 50k into a MMA and wants to know the rate, we are required to let the AH know it is a tiered rate
False-
Per link'd, if the amount of deposit is known, we only have to advise of the applicable rate
" What do you mean I can't just remove the joint owner by phone, why do I have to close the account and open a brand new one?!"
I understand wanting to remove the joint owner by phone, and not have to close the account and get a new one, feedback that I am definitely going to pass along to our headquarters to see if we can change our process, for now I can make the transition as easy as possible for you and get a new account opened up!
What makes up the 3 part acknowledgement?
1. Power word
2. Restate/acknowledge
3. Action statement
What are the steps to place a stop payment on a personal check the customer wrote?
1. Account details
2. Check stop payment
3. Check #, amount, payee details
4. Submit
What 3 things must we do on every acquisition call to stay compliant?
1. Offer to take the app
2. Tell them how they can apply
3. Quote the rates
Name all things we are required to say when talking about rates
1. As of today
2. Subject to change
3. Annual percentage yield
4. Renewing CD rates based off rate in effect upon maturity
**Best practice is to read full rate disclosure verbatim
A new customer under 90 days wants to enroll in zelle ASAP to receive a transfer from a family member. We know she can't enroll under 90 days, LETS HEAR YOUR BEST TALK OFF :)
"I understand wanting to enrolle in zelle so you can receive that transfer, with it being something new we've launched we're excited that you want to take advantage of it, at this time one of the requirements is the account be at least 90 days old to enroll, let me tell you about some other great options we have!"
After we remove a 217 and Warm card, what must we advise the customer of next?
To wait 7 minutes before trying the transaction again to allow the hold to clear