Training Jeopardy

Applications

100

The Core system Alabama One uses.

Keystone

200

The system we use to answer member calls

8x8

300

The system we use to look at fraud alerts and make travel notations

Redi

400

The system we currently look at for debit card information 

Master Card - PSCU

500

The system we use to research credit cards. 

*BONUS: The system members use to access their credit card online

PSCU/ Quick Assist

DX ONline

Processes

100

Walk through a payment

Payment - withdrawal - CIP comments

200

How do we answer our calls

Thank you for calling Alabama one, this is ...

300

Name 3 parts of call flow

• Opening Greeting –
• Identifying yourself and the member –
• Verifying the member -
• Providing the member with needed information/Resolving the member’s issue -
• Recapping/wrapping up the call -
• Closing (Ex. “Thank you for calling today, there will be a brief survey after the call.”) -

400

Answer a callback

Hi my name is ... I am calling back from Alabama One. Do you still need assistance?

500

If a member wants you to release their login name to them, what is the minimum number of verification question we can ask before releasing this

3 - make sure you use the more in-depth verification before releasing very sensitive information, such as this.

Procedures

100

How many CIP verifications must you ask before providing ANY information?

2

200

How many CIP verifications must you ask before making account changes? 

Example: OLB, DC activation, address changes

3

300

What is the procedure for a limit increase for over $5000 purchase or $800 ATM

Verify at least 2 of the required questions on the limit increase form, then submit the opportunity with the form attached.

400

What is the one verification we are required to ask if it is listed?

Password

500

Walk me through what to look for when a debit card declines

➢ Go to Keystone and search Members account number
➢ Additional Options > View Card Relationship
➢ Choose Card
➢ Open PSCU
➢ Search the Card
➢ Select the + sign to view more options
➢ Fraud Declines will have more detail in Redi

Keystone

100

What do we click in Keystone to begin an opportunity?

The Green plus sign at the bottom (Add Interaction)

200

Where do we go to block a debit card?

Card Record - Tree or Card Relationship viewer also acceptable

300

Explain the basics of Reg D

Reg D is limited to 6 convenience transfers per calendar month 

Anything over 6 must be completed at a branch or at an ATM

400

What is the section in the top right we should ALWAYS check before releasing information?

Alerts - This sections shows important information about the member/account

Passwords are also housed in this section

500

Where do you go in Keystone to order checks?

Additional Options > Harland Clarke

General

100

Name the CEO

Bill Wells

200

What do we call our 2nd chance checking?

Jumpstart

300

How long does it take to receive a mailed debit card?

7-10 business days.

400

Name 3 forbidden Phrases

• I don't Know
• Give me one second
• NO
• I/We Can't do that
• Listen to me
• Listen to me
• Sorry
• Placing blame on the member
• Filler Sounds..
• Like I said.
• What you should have done.
• Well, if you would just listen
• It’s not possible.
• It can’t be done.
• We can’t do that.
• Don’t say You did not have enough funds in the account. Say something like, the account is reflecting a negative balance.

500

What is our kids club account called?

The Bearnstein Bear account. 

For kids 12 and under