Customer Service
What is our mission statement?
Value People with Every Interaction
What account has a max of 12 transactions in a statement cycle?
Money market
What information do we need for a new debit card?
If they want the same numbers, where they want to pick up and if the number we have is a good number for them.
What is one of the things that really helps with teamwork?
Communication is a big part of teamwork.
To show professionalism in the office would be not following the dress code, having a bad attitude and being rude to the customers
False
Present yourself well. Follow the dress code. Be cleaned and dressed appropriately. Having a great attitude and being over the top and respectful to customers.
What are the three pillars of our mission statement?
Educate, Empower, Exceed
This account does not get any overdraft fees.
Bank on
What information do we need for a stop payment?
Date, check number, payee and amount
What should you do when you see a coworker going above and beyond?
Give them praises! Always encourage each other!
Wires can only be signed in person. No exceptions.
False
A wire can be signed over email, but only if they have a wire agreement on file.
What does FORD stand for?
Family
Occupation
Recreation
Dream
This account has a monthly fee of $7 if you don't keep a certain amount in it.
Bonus if you know what the minimum is.
$100.00
Do you customers have to sign the DCM form is they need it raised over a certain amount? If so what amoutn?
Yes, $5000.00
Active listening, communication, respect, leadership, responsibility, organization, positive attitude
Only Custodians can withdraw funds on an OTMA account.
True
The minor on the OTMA account cannot withdraw from the account only the custodian has signing ability. pay attention to who has signing abilities on accounts.
Being confident is a great skill to professionalism. How can you be more confident?
Stop comparing yourself to others, looking through l&d and learn new things or things you don't know, be your own best friend (tell yourself you got this, I can do this) you wouldn't say something negative to a friend so don't say it to yourself.
What all do you need to open a personal account and business account?
Personal- Driver's license and social security number
Business- EIN, Articles of Organization, Operating Agreement (if they have one)
What do we need to do for fraud on a debit card?
First did they call that company and see about getting their money back through them? We need the debit card maintence form (all the info we need for a new card), eft paperwork, amount, when it posted to the account, who charge them, and why are we disputing?
Teamwork is everyone helping with the phones. What is some ways we can exceed on the phone?
Smile while talking to the customer (they can tell you are smiling), Have a good attitude, make sure we are listening to what they need (even in person), ask questions to make sure we know what they are asking.
Overdraft Privilege pulls from a customer's savings account.
False
Overdraft PROTECTION pulls from a customer's savings account.
What are examples of our Never and Always?
Never- View as interruptions, be unprofessional, interrupt, assume, say I don't know, show frustration publicly.
Always- put the customer first, show appreciation, listen carefully, go the extra mile, be a duck.
What are the qualifications to earning the rewards on First Fed Cash and First Fed Cash Back accounts?
-Have at least one direct deposit payment
- Have at least 12 signature-based debit card purchases
-Be enrolled in eStatements
What do you do with an EFT form once completed with the customer?
Scan form in to the "Form drop off folder"
Scan form into Accu
Put form in QC pile
What is the most important thing for a successful team?
Communication and collaboration are essential for a successful team. When team members communicate effectively, they can better understand each other’s strengths and weaknesses. This allows everyone to work together better and achieve their common goal. They can share ideas and develop innovative solutions to problems.
We are allowed to change addresses and phone numbers over the phone.
False
They can change it on their online banking, or they can come in and they have to sign a paper.