Execute with Precision
What does it mean to "Follow NBA" and is there a time stipulation ?
Follow Next Best Action by addressing expired tasks within 24hrs
What can an HLA do to Capture Financial Profiles and gain a complete financial overview?
Input all customer assets into Encompass
What does it mean to Highlight your personal strengths, industry expertise, and commitment to providing tailored advice?
To Showcase Your Unique Value
Avg. CSAT
80%+
JPMC functions as both an investment bank and a commercial bank. How can this be described to a customer who doesn't know all of our services available?
JPMC is known as a "Universal Bank" (offers a broad range of services to individuals, businesses, and institutions)
How can an HLA prioritize engagement with customers most likely to transact?
Leverage Stars Effectively
Apply call listening feedback and use language like "This is our rate before possible discounts"
How can we ensure efficient and accurate application quality and fully serve our customer's goals?
Understand Customer Needs
App Pull-Through
60%
How many branches and ATMs does Chase have in the US?
4,700 branches and 16,000 ATMs
What can an HLA do to maintain momentum with every active pipeline lead?
Schedule Future Tasks
Highlight Relationship Pricing Discounts
How can an HLA use attention to detail to capture key discussion points and next steps, and enhance customer engagement?
Thoughtfully Document Interactions
Days to PreOp
3
What was the original task that established Chase in 1799?
Providing clean water to New York City
What can an HLA do to Adhere to Call Guidance?
Schedule future tasks in alignment with call guidance at least 80% of the time
What is the best way to Promote Chase Value?
Identify non-mortgage opportunities and connect customers with a virtual banker
Utilize your communication skills to clearly explain conditions and expectations, achieving a +90% first-time Pre-Op pass rate
HLCC Utilization Score
> 95%
JPMC's highest stock price?
$296 (7/23/2025)
Fill in the blank: _______ ________ ________ intelligence to drive a disciplined approach to system utilization and strategic pipeline management.
Leverage Sales Optimization
Fill in the blank: _____ _____ _____ by delivering our firm's value propositions and deepening customer relationships.
Execute with Excellence
Fill in the blank: Provide a best-in-class customer experience by ensuring _____, ____, and ______ ______ with every customer, every time.
accuracy, speed, and personalized service
NNM Capture Rate
26%
How many CEOs has JPMC ever had?
2