What information is required from a colleague to have them fully verified?
Full name, department they are calling from, Employee ID
No, as the other person was not joining the conversation and what they were talking about had nothing to do with the account
What are the tiers we have for customer care?
Tier 1: Complaint
Tier 2: Customer harm but not specified above
Tier 3: Customer dissatisfied but no harm
If a non-customer calls is to report they found a card, what should we do?
Put a TEMP status on the card, and instruct caller to destroy the card.
Can credits from merchants be made to the debit card they took the money from even though is already closed?
Yes, as long as the account is active, they can, regardless of the card being already deactivated.
True/False
A specialist can ask two questions from the same level if no relevant question is available from the other level.
True
When customer inquires about their rate, how should we quote it?
"Interest rate is _.__% with an Annual Percentage Yield of _.__%."
A customer tells you "All that information you asked for just to get my balance" is the customer expressing dissatisfaction regarding...?
Authentication process
What information we must verify when opting in a customer in Debit Overdraft Coverage?
Contact Information: Mailing address and email address for communication purposes.
Does check deposits take from 1-2 business days to be available?
Checks are generally available the next business day
Can we accept additional pieces a customer offers proactively before being asked for?
No, we should proceed with a different question
Customer calls for an unrecognized transaction, what would you do?
Offer to submit a claim and transfer the call if customer agrees
Customer calls in regarding some overdraft fees. Should a customer care be logged?
If the customer strictly expresses dissatisfaction with the fact of being charged fees and if we deny fee rebates
What is the criteria customer needs to meet to be able to increase their debit card limit?
account must be open for at least 6 mo.
account should not be overdrawn.
Balance mist cover the requested transaction amount.
True/False
Does a customer require the debit card PIN to activate their card on the mobile app?
False
OLB User ID, another active account/card number, opening year of account
If you get interrupted while reading NACHA script for an ODLOC payment, should we start again or can we continue from where we were interrupted from?
If you remember in which part were you at when customer interrupted, you can continue, otherwise, read it again
Customer expresses that due to their account being under review they don't have access to funds and they need to pay bills and buy groceries. What tier should we use to log a customer care?
Tier 2: Customer harm not specified above, customer is expressing is causing harm the fact of not having money available
Do we confirm mailing address when closing an account?
If Checking account is the one to be closed, no. If it is an interest-bearing Savings or Money Market, we must confirm it.
Can we give customers an specific amount to deposit for Peace of Mind to apply and avoid the fees?
No, colleagues should never calculate or quote a specific amount the customer would need to deposit as we are not able to see any outstanding transactions
If a customer answered one Customer Relationship level question correctly and provided an incorrect answer to an Account Level question, what should you do next?
You should ask another Account Level question
you hear someone in the background advising customer about what to ask for while they are on the call with you, should you advise them they are on a recorded line?
Yes, as the other person is strictly mentioning things that are related to the account and call in question
Customer expresses rates for CD are too low, what tier we should use to log a customer care?
Tier 3: Customer dissatisfied but no harm
If a customer is updating their phone number, what else should we confirm prior making the update?
Mailing address
True/False
When placing a Stop Payment, do customers get a stop letter typically within 5-7 business days?
True