UJet
How the contact transfer should be done when transferring to another department.
What is automatically
KeyKash AND WFM points will now be awarded on what day.
What is the 10th business day of the month.
The kind of questions that require a template.
What is All of them
The 4 "C's" are composed of these 4 words.
What are Connect, Clarify, Confirm, Conclude.
The dollar amount you receive for the lifestyle spending account.
What is $500
Speed dial group you should use as a Business Banking specialist.
What is Specialty
As of March 14th, we no longer charge for these.
What are statement copies.
The appropriate response to a coach or senior when you're given a disclosure to read to a client. (ex. the limits on your card will be updated...)
What is "Yes" typed in the chat. Thumbs ups or check marks do not qualify.
With this "C" you demonstrate Ownership through Empathy and willingness to help.
What is Connect
The dollar amount you can earn with the Medical Plan Wellness incentive
What is $600 or $1,200 (if your spouse participates too)
If a department does not show up in your speed dial list, they are this.
What is Closed
True or False: You will need to set a follow up to waive a rush delivery fee on a debit card order
What is False, the service request now allows you to waive it and will default to waived if conditions are met.
This is the result of not completing a template
What is you cause confusion and there is a possibility of not being helped
With this "C" you pre-Cap the situation and what the client stated
What is Clarify
The number of free counseling sessions (per issue, per year) available to all employees and their dependents.
What is 6
True or False: : The Quest Contact Transfer will not work when direct dialing using the dial pad.
What is True
There is a known error, when cold transferring, if you place yourself in this status before sending the call.
What is wrap up.
We use IPI's in this chat instead of account numbers.
What is KBBO
Personalizing recommendations to the client is part of this "C"
What is Confirm
The website that is available to you for discounts to thousands of retailers just for working at Key.
What is KeyBank Discount Marketplace.
If a speed dial has a grey circle and says no active agents, it means this.
What is, you are transferring to a VRU.
As of 2025 you can now earn 1,000 WFM point for meeting this "non-scorecard" goal.
What is a system issues free month, less than 20 minutes of system issues will get you an additional 1,000 WFM points.
This is when you can use a REAL card number in the chat vs. the hybrid.
What is Never
Reassuring the client that their concerns or feedback is being heard is a part of this "C"
What is Conclude
Apps that are available to you and free of charge (if you are a Key Medical Plan participant) to help support your mental health and wellbeing.
What are Calm Health and Koa Care 360