LEVEL 1
A non-client visits the financial center and requests written information about the bank’s deposit account terms and fees to review prior to deciding to open an account. What are all the options you can offer to fulfill the request?
·Refer the requester to www.bankofamerica.com
·Offer to email the written information following Use the Client Marketing Tool to Print and Email Marketing Resources
·Print a copy of the Personal Schedule of Fees from MEDL
·Offer to schedule an appointment to review account options with a financial center associate.
Question:
6. In the event of potential suspicious activity. What do you do?
Answer:
•Report Activity using TRMS.
Question:
11. If a caller asks you for an AVS Code.
What do you do?
•Do not provide them one.
•End Call
•Engage Leader
•Submit an Infosafe Ticket
16. A client walks in and wants to speak to the FSA. The FSA is available. Assuming you’re lobby leading, what must you inform the client before introducing them to the FSA?
·Inform the client they will be meeting with a Merrill Financial Solutions Advisor (FSA) who can assist with banking products from Bank of America and investment products from Merrill.
·Read the disclosures verbatim or turn the screen for the client to read fully. Select the box to record the client’s consent.
3. A client calls the financial center and requests Specific Account Information or Maintenance of their account. (This is not a return call). What do you do?
Answer:
•Transfer the client to the Customer Service Contact Center.
•Direct the client to Online or Mobile Banking.
•Invite the client to visit the financial center.
Question:
8. A client informs you they opened an account at another financial center because they felt pressured by an employee and wishes to close the account. What do you do?
Answer:
·Close the account selecting “Alleged Sales Pressure” & Submit a Complaint.
. Once you have searched every room for suspicious packages and people. What are the other 2 critical components for closing, in regards to your safety?
Answer:
·Have a minimum 2 people are closing.
·Have your fob in hand when walking out to your car.
2. A person calls into the financial center and requests written information on the bank's account terms and fees to review prior to deciding to open an account at Bank of America. What 3 options may you provide the caller?
·Refer the requester to www.bankofamerica.com for product information.
·Offer to email the written information following Use the Client Marketing Tool to Print and Email Marketing Resources
·Offer to schedule an appointment to review account options with a financial center associate.
Question:
7. What do you do when a client has a blocked Bank of America issued Pre-Paid Debit Card or has been directed by the contact center to have their Identification Verified?
Answer:
•Associate Call 1.800.558.9226 (Do not provide this number to clients).
12. Business Check Intercept Fraud: Identify 3 red flags.
·The date on the check(s) is prior to the account opening date on the system.
·The check payee address does not match the payee's address on the system.
·The check payee name may have a different legal entity title or slightly different name when compared to the account name on the account profile
Question:
4. What are the critical steps to setting the time lock and close the vault?
Answer:
•Calculate the number of hours independently.
•A second associate validates the clocks are set correctly before the vaults/safes are closed.
•Close, lock and spin off the combination.
Question:
9. A client does not recognize an account opened. After you’ve confirmed this is an unauthorized account, you may proceed to close this account.
True or False?
Answer:
·False
Question:
14. You arrive to the financial center and notice a window is broken. What do you do?
Answer:
•Go to your designated assembly area and notify 911 and SOACC.
•Contact Financial Center Leadership & Market Leader
Question:
5. How would you assist a client who is inquiring about the status of a coerced debt claim?
Answer:
·If a client visits the financial center inquiring about the status of their coerced debt claim or has questions about a decline letter they received, tell the client to call 1.866.771.4190 for assistance.
10. A client has $75,000.00 and wishes to open a 10 Month Featured CD.
Quote the product as if you were quoting it to a client.
Answer:
For today, the annual percentage yield (or APY) for a 10 month Featured CD is 3.45%.
16. A client walks in and wants to speak to the FSA. The FSA is available. Assuming you’re lobby leading, what must you inform the client before introducing them to the FSA?
·Inform the client they will be meeting with a Merrill Financial Solutions Advisor (FSA) who can assist with banking products from Bank of America and investment products from Merrill.
·Read the disclosures verbatim or turn the screen for the client to read fully. Select the box to record the client’s consent.