Products
How many different accounts to we offer?
Bonus x2
Can you name them?
5
Fixed Rate Bonds
Easy Access Cash ISA
Fixed Rate ISA
Notice Account
Easy Access Savings Account
What is the FCA's definition of a complaint?
Any oral or written expression of dissatisfaction, whether justified or not
What abbreviation would you use to update a customers account to recognise they are vulnerable?
VC
What system? Change Linked account.
Pega or Workflow
What does Maturity mean?
End of the period for their account
How many Fixed Rate Bonds do we offer?
Bonus x2
Can you name them?
6
1 Year
18 Months
2 Year
3 Year
5 Year
7 Year
Name THREE of the SEVEN ways someone can complain?
Telephone
Secure message
Letter
E mail
Social media
Shawbrook website
Exco
What are the FOUR key drivers for vulnerability?
Health
Life events
Resilience
Capability
Reset password
Mars
What is Shawbrooks sort code?
16-58-73
What is the maximum balance for an sole Easy Access Savings account?
£85,000
When does the acknowledgement letter need to be sent out by?
Within 5 working days
How can we recognise a customer could be vulnerable when speaking to them?
(Four answers needed)
How they sound
Words/phrases they could use
Telling us
Written information the have provided
Apply for ISA transfer
Workflow
What does TRUST stand for?
Talk
Reassure
Understand
Support
Tailored
What are the TWO available types of Notice Accounts?
45 Days & 120 Days
What are the THREE elements to consider with Redress?
Material distress
Financial loss
Material inconvenience
What do we leave in our call notes once a VC has been detected?
VC - CONSENT TO NOTE
View account applications
tru-narritive
If a product is being withdrawn, how long does a customer have to pay in money into their account?
What is the penalty for early withdrawal from a THREE year Fixed Rate Cash ISA?
270 Days of interest
What are the FIVE steps for good complaint handling?
Acknowledge
Probe
Isolate
Answer
Confirm
Can be removed at any time
Any additional support
Information is confidential - not to be shared with any 3rd party
Generate bank statement
Summit
What additional information can we accept for a bank check has failed?
(Four Answers)
Bank statement (within the last three months)
Paying in slip
Picture of the front of the card
Cheque
(The customer will need to provide one of the above)