LOB Expectations
How many minutes you have to troubleshoot a system issue?
15 mins - we can only code 15 mins of system issue. After the 15 mins you need to come into the office if you are from home. If you are in office please engage a leader.
When should you do your timesheet?
Enter worked hours daily
When do we send an exception?
-Every time you log out
-Submit exception anytime you stay on a call after 12:00am
What is a complaint ?
A concern or grievance regarding a Bank product, service, or employee conduct.
Red flags of an Impersonator/Fraudster on the line include: (mention at least 3)
-What do we tell the fraudster on the line ?
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What's the call out procedure ?
Provide details the more the better
(There is a bonus)
1. associates must contact us using our internal email BONUS >> (tamparfsenvoriment@bofa.com) BEFORE the start of their shift.
2. all emails should include :name, manager name, phone number, call out reason (never provide specific medical details), and if you are late please add the time frame to be coded accurately.
When do you submit your timesheet?
-Everyday
-On the last day you work for that that week.
- Saturdays
What should you have open and up to date everyday you come to work ?
- Skype and MM should be showing you are available.
-Outlook should be open and read every day. There are communications that are sent daily that you might miss.
An employee is defined as:
Internal employee • Vendor agent • Contractor • Co-brand or affinity partner (i.e. Alaska Airlines)
- True
- False
What should be cleared out at the end of your shift ?
- Flash alerts
- Abandonen Claims
Where can we check how much time of IO, Vacation or PTO you have? (walk us thru the the steps)
-Workday
-Time off
- Time off balance
- Excellent Client experience
We need to make sure we are providing a world class service. Following AOL and any policy and procedure.
Client expresses something like a sigh or “ugh” on a call but provides no other context for the possible frustration. Is this a complaint ?
No
What are the 2 TRMS referral reason for Potential Elder Abuse/Financial Exploitation:
What to you need to meet at 80 % or more?
% to K
When can you see your paycheck before payday ?
The Wednesday of the payday week.
How do we reach out for help?
- we reach out in MAIN chat
- you can always come to Penda or I
Associates should track complaints for any concerns within their scope. However, when the client’s concern is escalated or warrants a transfer to another area to be resolved, the receiving associate is responsible for resolving and tracking. Is this true or false?
True
What's the TCODE 3004?
3004 - ACH Debit
1. Genuine Welcome
2. Reassuring Statement
3.Uncommon Courtesy
4. Delightful Words
5. Resolution/Digital 1st
6. Taking Ownership
7.Client Tenure & Survey Script
Can you use your accrued time to fund an absence once you are out of OI (sick) time?
Yes you can- you have to let your TM know.
What is our team culture?
- we should strive to be #1 and stay consistent.
- team work
- be nice
- be respectful
What is the difference between Employee Misconduct and Client Treatment?
Employee Misconduct is when the client’s concern is the result of alleged unauthorized activity, intentional wrongdoing or sales pressure by an employee.
Track a complaint about treatment only when the client’s concern is the result of a negative interaction/experience with an employee that is not related to unauthorized activity, intentional wrongdoing or sales pressure.
What is OFAC ?
Bank of America has identified a potential violation of federal economic sanctions regulations. As a result, this payment has been rejected and reported to the Office of Foreign Assets Control. Since we are unable to process this payment, the funds have been returned to the account. Learn more about Sanctions Program. Refer to Office of Foreign Assets Control (OFAC) Implications.