SR Response
What response will you use if a client says: "Can you track my card? I have not yet received it"
(I need both Folder and response)
1 CARD_SERVICES >> 09 Card Reissue Related >> 01 New Card - Reissue - Activation
Card Order Status: I understand how important it is to have a card to use for your account, let me take a look and see when the card was ordered and what the status is.
What would you file if a client says, they never received their checks?
Check Order or Deposit Slip - Not Received
What disposition would you choose if during the chat, you have to refer them to call.
Refer to LOB 1-800
What D1 and Personal attestation will you use to give someone steps to order checks online? (Preferred Rewards member)
Personal Attestation - Self-Service Feature
Let me share with you one of my favorite features, so you can see how to do that.
Order Checks - Online
I would be happy to walk you through how to order your Preferred Rewards Checks, be advised, tracked or expedited shipping fees are not an included benefit.....
Who on the team has a nickname of "Ms. Jackson"?
JANETTE!!!
What response will you use if a client says: "I need to file a billing dispute, how do I do that?"
(Need both folder and response)
1 CARD_SERVICES >> 08 Billing Dispute >> 01 New Dispute \ D1 Self_Service
or
5 DEP_SERVICE >> 07 Billing Dispute >> 01 New Dispute \ D1 Self_Service
Have you attempted to use the Dispute Transaction feature? I would be happy to share those steps here in our chat.
What would you file if a client is unable to send a Zelle transfer in Mobile?
Zelle Mobile Banking
Payment Related or Servicing
What disposition would you choose if you helped the client with there concern fully and did not provide any self service steps?
Inquiry Resolved- No Digital option.
What D1 and Personal attestation would you use to advise someone where to find their statements.
Personal Attestation - View Account Level Info
I'd be happy to show you where you can find that information. My clients love that they can view and keep track of that on their account.
Online statement added within one year - steps
To view the account statements online, please use the following steps: • Click the account that you want the statement for.....
Who on the team has the same name as our virtual assistant on the mobile app?
ERIKA!!!!
What response will you use if a client says: "I made a purchase online for a Bankamerideal. When will I receive that cashback?"
1 CARD_SERVICES >> 05 BankAmeriDeals >> 02 General
or
5 DEP_SERVICE >> 10 Debit Card >> 09 BankAmeriDeals >> 02 General
I'm happy to answer that for you. At least thirty days must pass for cash back to be issued by the merchant and the transaction details may or may not show on the Earned tab.
What would you file if a client says they were notified of a hold and are not happy with it.
Deposit Hold - Informed of Hold but Not Happy with Hold
What disposition would you choose, if you provided the phone number to call to have issue resolved, but the client did not respond or advised that they will call and you had to elapse the chat?
Refer to LOB 1-800
What D1 and Personal attestation will you use to advise someone where to find the reference letter they requested?
Personal Attestation - View Account Level Info
I'd be happy to show you where you can find that information. My clients love that they can view and keep track of that on their account.
Deposit Letter Status - Letter Loaded in OLB
Your letter has been loaded to your Online profile.
You may access it in the Statements & Documents section under Notifications and Letters
It is labeled "Update On Your Request"
You can view, download or print it from there
Who on the team has a daughter named Ginger?
What response will you use if a client says "I tried to make a charge and it was declined, later I got a text about the decline message asking to reply"
1 CARD_SERVICES >> 03 Authorizations and Transactions
or
5 DEP_SERVICE >> 25 Transactions >> 01 Debit Card Related >> 01 Authorizations
If the transactions are valid, please reply Yes to the alert and attempt the transaction again.
If you do not recognize the activity, Reply No to the alert.
For your protection, your card will be restricted and no longer available for use. A follow up message will either provide you a link to complete necessary actions or direct you to call us to speak with a specialist who can assist you.
How would you file a complaint for a client not being informed by the agent closing the account, that the account information will not be available after closure.
Misinformed - Employee Provided Incorrect Info
What disposition would you choose if you were assisting the client with a non digital concern, and you provided the steps to have issue resolved, and they stopped responding.
Inquiry resolved- No digital option
What D1 and Personal attestation will you use to guide someone to set a stop payment on their checks?
Personal Attestation - Self-Service - Manage account
Many of my clients find this feature extremely helpful in managing their account.
or
Personal Attestation - Self-Service Feature Let me share with you one of my favorite features, so you can see how to do that.
01 - Stop Payment Paper Check
If you have the check details, you can complete a stop payment by following these steps:
•Select the Information & Services tab •Then Account Services. •Choose Stop payment on a check. •Fill out the form and submit.
•You'll receive a confirmation message.
Who on the team is studying film and does not forget to mention it to everyone as they are always in school?
THE FLANAGAN!!!
What response will you use if a client says: "How do I enroll in ebills?"
1 CARD_SERVICES >> 23 Payment - Card >> 01 Payment - Bill Pay and Fiserv
To set up ebills: •Select the Pay & Transfer tab •Click Pay Bills •Locate the payee on the Payment Center screen •Locate the eBills under the payee •Click Request eBills Follow the prompts
What complaint would you file if a client advises that they tried to make a withdrawal at a local ATM and their savings account was not LINKED as an option.
Account Linking Debit card not Linked & ATM Withdraw Unavailable.
What disposition would you choose if the chat was resolved (No digital), but the client came back and asked to connect to another LOB (I.E. Merrill) and you provided the phone number.
Inquiry resolved - No digital option.
What D1 or personal attestation will you use to show someone how to unenroll in paperless statements?
Personal Attestation - Self-Service - Manage account
Many of my clients find this feature extremely helpful in managing their account.
Revert back to paper statements - steps
To change the Account Statement Settings to "Paper" please use the following steps: • In the upper right hand corner click on the ‘Profile & Settings’ • Then click on the box that says ‘Paperless settings’. • There is a little box to uncheck next to Go paperless for all available accounts or you can chose which accounts you want to receive paper statements for again.
WHO IS THE BEST CHAT TEAM AT BOFA!!!
TEAM GUTIERREZ!!!!