Call Handling
After how long are we allowed to disconnect the call with the customer when they place us on hold?
3 minutes
How many days of simple interest would it be for a CD closure of 1-5 years?
180 days
What are the funding options?
ACH, Wire, Check, and Internal Transfer
True or False: We have a 10 day Best Rate Guarantee
True
In what System do you access the restriction 012 (OSA w/ balance less than a $1.00 and over 60 days) to remove it?
WebCSR
After how long is silence permitted if the caller is gathering information or trying to troubleshoot.
Silence is permitted if the caller is gathering information or trying to troubleshoot. If the specialist is waiting for the caller, it is still required to check in after about 1 minute (once) to encourage the caller and confirm that they do not need immediate assistance. This can be completed by reminding them the specialist is on the line to help, letting them know the specialist is ready when they are, etc.
When funding a CD, how many times can you deposit in the 30 day timeframe?
As many times as you want
What is the free tool we offer to track transfers that are scheduled through the Marcus website or Contact Center?
Transfer tracker
True or False: We do not provide a maturity letter.
False, we do.
Who receives a 1099?
a. Beneficiary
b. Joint
c. Primary
d. All of the above
c. Primary
What are the common departments to warm transfer to?
Escalations, Back Office, Fraud, or Lending
Will a CD that matures on a Marcus observed holiday still be followed through on that day?
N, they will take place next business day.
We accept transfers from the following external sources?
a. Trust Accounts
b. Savings Accounts
c. Checking Accounts
d. Business Accounts
A,B,C - Trust accounts, savings accounts and checking accounts
True or False: You may have up to $3 million in the OSA
False, Cap limit per account is $1 million.
On the confirm or Update Screen, if the customer selects, Unemployed, Retired, or Other what are they required to provide us?
If customer selects, Unemployed, Retired, or Other customer is required to provide their primary source of wealth. (YOU WILL ONLY SEE THIS ONCE YOU CLICK ON ‘UPDATE’).
How do you handle a ghost call?
A ghost call is a call where the recipient of the call answers and there is no one on the other end of the call.
If the customer is eligible for the CD maturity center, what can they do with their CD?
Can POAs make transfers?
Yes
True Or False: You do not need to verify the customer again if the line was accidentally disconnected and you are calling back.
False, you HAVE to re-authenticate the customer.
What do you do if contacted by a 3rd Party who is calling on behalf of another financial institution to verify a customer's account or inquire about an account transfer?
Attempt to warm transfer the caller to the Fraud team, if available. Otherwise, document the interaction, red flag, and route to the Fraud team.
How do you handle an abusive customer?
If the caller is directing the language at you. You may terminate a call when the caller is using language that is abusive, discriminatory, explicit, demeaning or inappropriate. At the first instance provide a warning. If the caller continues to use abusive language you may end the call.
When are customers eligible to create a maturity plan for their HYCD and No Penalty CD (NPCD) accounts?
Customers are eligible to create a maturity plan or provide maturity instructions 12 months prior to maturity date.
Can we transfer to a linked brokerage account?
No, brokerage accounts cant be linked. BUT we can transfer to a brokerage account.
True Or False: It takes 7-10 calendar days for a check to reach the customer.
False, 7-8 business days without account closure; 5 business days to create the check plus 2-3 business days for shipping (5 business days to create the check, 1-2 business days for account closure, plus 2-3 business days for shipping.)
Can a Power of Attorney open an account?
No, if we become aware of account(s) opened by a POA, we must close the account(s) associated with the POA.