Shares
What shares earn dividends and are not locked up in anyway?
Share savings, Liquid Advantage Money Market, Investment Checking
Name 5 School Employee products
Summer Saver, Paycheck Planner, Deferred Compensation Certificates, SECC, Higher Education Loan, Special Curriculum Loan, SE Mortgage program, Classroom Supply loan, Uniform loan, Computer loan, STRS/PERS retirement credit personal loan, School Employee Auto loan w/summers off, Sabbatical Leave Bond
How to Lean into Criticism Service Survival Kit categories
WOW Phrases, Hand their complaints back to them, steal all their good lines, never defend yourself
These funds will be on hold…
Your funds will be available on…
No problem, no worries
It’s my pleasure
What are 2 different types of certificates?
Share Certificates, IRA Certificates
Auto loan products, name 3
New Car auto loan, used car auto loan, First Time Buyer new and used auto loans, School Employee auto loan with summers off
What are some WOW phrases.
That’s awful… Thats unacceptable, How Horrible/terrible, Oh my goodness, WOW!, Oh no!, Yikes!
Do you own, rent, or live with others?
Do you have a mortgage or pay rent?
How can I help you
How may I serve you
Special savings used to save for holidays, something special, etc.
My Club Account
Credit Card products, name all 4
Inspire MC, SECC, Rewards CC, share-secured MC
Paraphrasing ( Hand their complaints back to them)
It sound like, I can see why, So what I’m hearing is, It seems like, I get a sense that, It appears that, What I hear you say saying is
Unfortunately, we cannot do that for you…
Here is what we can do…
I need to get an override
This isa little over my limit, I need to verify with my supervisor, Manager, lead
Accounts used for college/education savings
12 month college saver, 12 month oversell education account
Personal/unsecured Loan products, name all 3
OPL, Personal Loan, Payroll Savings Loan
Predict how they might react and get there first.
I’m sure your just trying, I’m sure you are wondering, I’m sure this is not something you, There you are being productive and, I’m sure this was the last thing you, You are probably wondering why we have this in place when it doesn’t make sense
You will receive your card in 4 to 7 business days.
You should receive your card by no later than next Friday.
We can set up a share to share for you
Let’s set up an automatic transfer for you each month
What retirements products do we offer?
Accumulation IRA, Roth IRA, IRA certificates, Retirement Services, Trust/Investment Services
Name a loan product that doesn’t run credit and uses your own funds.
Certificate-secured loan
Take ownership of mistake, transition to how to fix the situation
I apologize for… I’d like to ask you additional questions to see what options we have for you, Please accept my apologies…Now let’s figure out how to rectify this situation, We take full responsibility for this for this and I sincerely apologize…what can we do to make this right?, Please allow me to apologize…I’d like to make sure this never happens again.
As a School Employee you can open a Summer Saver
We offer a SummerSaver, these are the benefits
Are you employed, self employed or unemployed
Who do you work for?