Authentication
Compliance
Customer Care
Procedural Adherence
Information Accuracy
100

What information is required from a colleague to have them fully verified?

Full name, department they are calling from, Employee ID

100
Someone in the background talks to the customer regarding groceries, while you are authenticating the customer. Should we say the recorded line disclosure?

No, as the other person was not joining the conversation and what they were talking about had nothing to do with the account

100

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

100

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.

100

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.

200

True/False

A specialist can ask two questions from the same level if no relevant question is available from the other level.

True

200

When customer inquires about their rate, how should we quote it?

"Interest rate is _.__% with an Annual Percentage Yield of _.__%."

200

A customer tells you "All that information you asked for just to get my balance" is the customer expressing dissatisfaction regarding...?

Authentication process

200

What information we must verify when opting in a customer in Debit Overdraft Coverage?

Contact Information: Mailing address and email address for communication purposes.

200

Does check deposits take from 1-2 business days to be available?

Checks are generally available the next business day

300

Can we accept additional pieces a customer offers proactively before being asked for?

No, we should proceed with a different question

300

Customer calls for an unrecognized transaction, what would you do?

Offer to submit a claim and transfer the call if customer agrees

300

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

300

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.

300

True/False

Does a customer require the debit card PIN to activate their card on the mobile app?

False

400
List customer relationship level questions

OLB User ID, another active account/card number, opening year of account

400

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

400

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

400

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.

400

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

500

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

500

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

500

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

500

If a customer is updating their phone number, what else should we confirm prior making the update?

Mailing address

500

True/False

When placing a Stop Payment, do customers get a stop letter typically within 5-7 business days?

True

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