Procedure
What 4 pieces of information is used for 1st leveling an applicant.
First and Last Name
Full SSN
DOB
MMN
PROVIDE SNIP OF PROCEDURECopy and paste the Link'd Article where the iShine scoring Assistant can be found and provide snip of page in chat.
iShine Job Aid
What must be done before confirming the existence of an account or application?
Customer must be 1st leveled before the existence of an account can be confirmed.
Customer calls in with Expired App. What are the next steps?
Advise applicant to reapply or offer to take the application over the phone.
To what decimal place must all rates be quoted to?
APY's must be rounded to the nearest one-hundredth of one percentage point and expressed to 2 decimal places.
(0.35%)
Where can the FDIC coverage information be found?
Disclosure and Voicemail Deposits Job Aid
Rate Sheet
What must be present on call in order to get a Great in Care?
Communicate in a Discover way.
*Use power words, reinstate inquiry, use action statements*
confidently control the call and advocate for the customer!*speak in a clear straightforward manner*
Customer calling in to update address. They have a OSA & CBD acct. CBD account has been open 53 days, how will you 2nd level? Provide Link'd
Second Level Verification Procedure
Does account owner have one of the following account types?:
YesNo
Is account older than 60 days?
Yes
No
Move to next step.
What steps are taken when app fallout is DeDup?
Customer is calling in to open a MMA with funds from winning the lottery
Give a great 3PA for this call type.
"It would be my pleasure (power word) to assist with the MM acct opening for you today. (action statement) Congratulations on winning it must be such an amazing feeling. (acknowledge)
*AHCI TO UNFREEZE DEBIT CARD*
Agent 1st and 2nd levels customer before completing the request. What should the agent advise the customer before completing the request.
Advise of self-service options available to unfreeze debit card.
Account Center
Mobile App
What must be present on call in order to get a Great in Needs?
Fully understand inquiry. (what is this ah looking to achieve during this call?) Recommend the best solution, prevent any future issues by providing all options or what is to be expected. (while keeping it simple yet effective.)
If more than 1 person is on the phone, what must we do before we can continue to give out information?
What is the procedure?
Advice the call may be monitored and recorded.
Disclosures and Confirming and Providing Info
If DOB is incorrect in a JO app fallout what would the next step be?
Request Manual JO Form and Docs Proactively
What is the maximum amt of time a customer can be placed on hold at a time?
2 minutes
AHCI with a new CBD acct. They're trying to set up overdraft protection. They just opened the acct today so the current balance is $0.00 can we proceed?
Overdraft Protection Inquiries step 1
Enroll/Modify/Remove Overdraft Protection complete step 1 and 2 (Enroll in OP)
Done
What are 5 examples of power words?
Absolutely
Fantastic
Wonderful
Perfect
Most Definitely
AHCI to redeem their CBB on their account. What disclosure must we read verbatim?
Rewards Redemption Disclosure
What app fallouts cause the call to be xfred to BFU APP RVW?
What Link'd Procedure can this be found in?
Application Fallout Deposits/Retail Branch Procedure
CARD FRAUD, FRAUD: (LOW MED, HIGH, CRITICAL), LEXISNEXIS FRAUD, NEGATIVE LIST
Where would the call introduction for Affinity members be found? Please provide link to article in chat
Affinity Deposits/Retail Branch Base Document
customer calls in to reinvest a cd but withdraw 10% from his total balance. Can this be done? Yes or No?
If yes, provide snip of procedure and article name.
Maturity Instructions Deposits Job Aid
Change Term and/or Balance Amount
customer called in to get a cashiers check because they are buying a home. What is an example of a good 3PA?
along the lines of:
"Congratulations on the new home, I'd be more than happy to assist with issuing that check for you."
Customer calls in to get balance on an open account. What level of verification needs to be completed?
Provide Link'd snip with answer highlighted
Confirming & Providing Account Information Deposits/BFU/Retail Branch Procedure
First Level Verified
Customer calls in with CIP Verification and Fraud Low. What steps are taken first?
When the customer calls in, we are to transfer ALL Fraud statuses to BFU App Review for proper handling of the fraud case.
BFU App Review will clear the fraud status, then transfer BACK to acquisitions. The purpose of them transferring back is to then clear the CIP Verification, as for the moment BFU App Review does not have active systems for clearing CIP Verification statuses.
We will utilize proper procedural steps and system verifications for the CIP Verification as normal when accepting the call from a BFU App Review agent.
James called in to ask a few general questions about CD accounts. He then asks to order 4 deposit slips for his OSA. What should our next steps be?
Checkbook/Deposit Slip Orders and Inquiries Deposits/Retail Branch Procedure:
Under "Notes:" it states "Savings cannot have check/deposit slips,"
Advise Customer unfortunately at this time we do not offer deposit slips for the savings account.