Fraud Prevention
This type of scammer pretends to be from the bank and asks for online banking credentials.
What is a phishing scam?
This skill helps members feel heard and understood.
What is active listening?
AMOCO members have access to more than this many surcharge-free ATMs nationwide.
What is 55,000+ ATMs?
Looking here creates better customer engagement during a video call.
What is the camera?
This teammate has worked at AMOCO the longest.
Who is Haley?
Members should never share this banking security code with anyone.
What is a one-time passcode (OTP)?
The first 30 seconds of a video interaction should focus on this.
What is building rapport?
This feature allows members to get paid sooner when payroll is received.
What is Early Direct Deposit?
This should be free from distractions during member interactions.
What is your workspace/background?
This teammate has a pit-bull named Loki.
Who is D'Aundre?
When a member is being coached by someone in the background during a video call, this is a major fraud indicator.
What is third-party coaching?
This technique involves repeating member concerns back to them.
What is paraphrasing?
AMOCO partners with this firm to provide investment and retirement services.
What is LPL Financial?
Speaking too quickly can negatively impact this.
What is member understanding?
This teammate keeps our team events organized, brings the fun, and always leads the pack when it comes to planning and engagement.
Who is Rocio?
This should immediately be escalated if a member claims an unauthorized transaction occurred.
What is a fraud/dispute claim?
Name one way to turn a frustrated member into a loyal member.
- Empathy
- Ownership
- Timely follow-up
- Clear communication
AMOCO offers these two types of home financing solutions.
- Mortgages
- Home buying/refinancing options
Name three qualities of a great virtual banker.
- Professional
- Empathetic
- Knowledgeable
- Patient
- Confident
This teammate's favorite holiday is Christmas.
Who is Corina?
Name three common red flags of a take over.
- Unusual transactions
- Contact information changes
- Password resets
- Large wire transfers
- New device login
Members often remember this more than whether the answer was "yes" or "no".
What is how they were treated?
A member is looking for discounts, cell phone protection, roadside assistance, and identity monitoring. Which AMOCO account would be the best fit?
What is Perks Checking?
This technique helps uncover opportunities to deepen relationships by understanding what is most important to the member.
What is asking discovery questions?
This teammate started at the Santa Fe branch in 2019 as a teller.
Who is Sarah?