LEI - Emoji Edition
Customer Scenarios
Compliance
Not this again....
100
😊
HAPPY
Acknowledge: I can hear your energy today!
Respond:
• Sounds like you are having a fantastic day
today!
• I'm ready to help, let's make your day even
brighter
100
Mr. Kaplun is calling in about the ULOC limit decrease letter. How do we handle this call?
1. Explain the letter to the customer (they have the option to call and keep the limit the same)
2. Answer with "I can help you with that today"
3. Transfer the customer to the correct automated number that's stated on the letter
100
Mr. Kaplun is calling PLA but wants his wife to speak on his behalf. Read both 3rd party disclosures verbatim.
Before we can proceed, do I have your permission to discuss your financial information with [your wife]?
I would like to inform you that your call will be recorded for training purposes; to enhance customer service, security and to confirm our discussions with you.
100
A man pushes his car to a hotel and tells the owner he’s bankrupt. Why?
He's playing Monopoly.
200
😠/😤
Angry/Frustrated
Acknowledge:
Thank you for being proactive to call us today…
&
I care about the urgency of your request…
Respond:
- I understand you care about this matter a lot. I'm here for you to see if I can expedite this for you...
- I hear you Mr. Customer. Let's go through this together and see if we can find any alternatives/solution for this!
200
Mr. Kaplun is looking to purchase a brand new vehicle and is calling TD to find out the best financing options. How do we handle this call?
1. Ask them what the dealership is offering (sometimes it's best for customers to go through the dealership for lower rates)
2. Go to the BWEB to find information on secured auto loans
3. View the overall profile to see if they have an existing product with TD to use for the financing (ex. ULOC/HELOC)
200
Mr. Kaplun's mortgage is up for early renewal. Is the following blue bold below correct for compliance purposes?
"Do you agree to the terms we just discussed for your early renewal of your mortgage?"
No, for blue bold it must be read verbatim.
Do you agree to the terms we have just discussed for your early renewal of your mortgage?
200
A man is looking at a photograph of someone. His friend asks who it is. The man replies, “Brothers and sisters, I have none. But that man’s father is my father’s son.” Who was in the photograph?
His son.
300
😢
SAD
Acknowledge: It's understandable…I can help with…
Answer:
I'm sorry to hear that, I am committed to see how we can make things better! We can find some alternatives/options together.
300
Mr. Kaplun is calling into TD to find out how much it will cost to transfer his mortgage to CIBC. How do we handle this call?
1. Handle the initial need and give the customer the quote that they are asking for
2. Ask probing questions to find out WHY the customer is looking to transfer his mortgage
3. Understand the overall customer view and see what we can do, above the initial need, to keep the business with TD
300
Mr. Kaplun is looking to accept a pre-approved unsecured line of credit. He has stated that it's for future use and will NOT be used by or on behalf of a 3rd party. He agreed to electronic delivery of the documents. You have completed VDOCS and have dashboard out of the application. Mr. Kaplun is happy with your service, will give 10/10 on the LEI survey and ends the call.
Will this call pass compliance assuming all KYC has been completed and why?
No. Credit protection was not offered to the customer and therefore this is a compliance fail.
300
I am the beginning of sorrow and the end of sickness. You cannot express happiness without me yet I am in the midst of crosses. I am always in risk yet never in danger. You may find me in the sun, but I am never out of darkness.
The letter 'S'