New Account Opening
True or False: You can open an account for your best friend?
FALSE, you can have your colleague open the account for you. You can never look at the account, or service the account/customer in anyway if you are friends/family (even your own account) with them.
What is a dispute? Can we deny to enter a dispute for a customer? How can this turn into a sale from servicing?
A dispute is a transaction that a customer did not make, did not receive, on their account. No, we must enter all disputes for the customer (even if it is past the time frame). If the customer has a debit card, and they have fraud on their account. This is a great opportunity after servicing them to talk about how else they spend money, and protect their account.
What is an event?
An agreement to meet at day and time with a customer.
What is Cure?
Cure is the process we use to help get to know our customers, and their goals
What time do we open the branch? What time do we close the branch?
What are notes in the FHQ?
The notes help tell the story of the customer. Why they are there, what concerns they may have. They are for everyone to read in the company (so be appropriate), and its good to reference back. "Oh I see you saw Heather at the beginning of December, etc"
"My debit card isn't working", what do you do for the customer - walk me through the process.
1. Check their ID (if not a known customer), be empathetic with their situation, Go into ESS under debit card - and see what status their card is in
Homepage of Max, should be top dropdown - if not under arrow
Name two of the goals we ask customers?
Saving for the future, Planning for the future, Make money work harder
True or False" Huntington Bank is now registered as a Non Profit! YAY!
FALSE, as we all do our best to help the non profits in our community - The Bank is not one of those places. We are a for profit company, hence the sales goals
True or False: I want to open a credit card, but I am not in the branch. Can I do it? Why/why not?
TRUE! Using flexible Cure, use the PURL link to send a customer the credit card application.
If someone just needs an address change real quick, we don't set an event for them right?
Yes, we do! Just because we are doing an address change doesn't mean there isn't an opportunity for us to help them with their goals
If a customer comes in for an event, do you have to put that they came in?
Yes, you must "keep" the appointment in Max. You go to the event that was set, and scroll down to Appointment Kept? Yes.
Do you have to do Cure everytime? What is the green book?
Yes, it must be done with every customer. It is our pathway to help the customers with their goals. The Green Book is the Cure Toolkit, which helps guide the conversation
What do we do with legal mail?
Go to Max Knowledge: type in legal mail. You will follow the Max Article. 10/10 times, it is sent to the legal department. This is done via email, and fed ex.
Can you skip over the questions in the FHQ to just get to the account opening?
NO, those questions help us to get to know our customers. It helps us align them with their goals, and how we can best help them. It not only will help guide us to the correct product for the customer, but will also help determine if we should continue our relationship
FALSE: The Temporary Debit card can only be used at Huntington ATM's
When would you send a referral?
When you are unable to help the customer with their specific product/servicing need. A referral to Allisha for Business Banking, Joel our HFA, etc
Why do we role play Cure?
To make sure we are not practicing on our customers. We have each other to practice on, for feedback, growth, and to make sure we are saying the right things.
What is our opening procedure? Explain and walk me through the steps.
Enter the branch once two colleagues have arrived. You are looking around for anything out of place. Go and turn off the alarm, peak your head in the Vault room. Exit the building - lock doors behind you. Walk towards other colleagues. Go inside and put signal up. Let colleagues in.
If a customer wants to purchase a car, we can just put in an application for them right?
We don't have to sit down with the customer to do servicing right?
We don't, but it is not the best experience to have the customer stand at the teller line. They can have a better experience at a desk, with a banker, sitting down. This also gives us a chance to help with any goals the customer may have, after we complete the servicing.
What is Max Knowledge?
The place where you will find policies/procedures
What is a Value Statement? Give me an example
A value statement is why me/why Huntington. Why did YOU choose Huntington? Why should the customer choose you as their banker
What do you do if the opening signal isn't posted? Can you enter the building? Why/why not?
You do not approach the door until the signal is posted. You call the branch 412-471-7010, and ask if you can come in and clean. If the colleague says YES, you wait till they exit the building, and go and post the signal. If they say NO, call the SOC as someone is inside with them.