Behavior
Framework
Framework
The E.A.S.E in Tailor Options with E.A.S.E stands for?
What is Ensure the Right Products, Avoid Unnecessary Fees, Share convenient services and tools, Empower Financial Goals
What is the qualifier for Q1 growth focus & How do we reach the top 1/3 ranking in our division?
Our branch must show improved yr over yr growth in new checking customers(both business and consumer)
Q1 2026(this yr) compared to Q1 2025 must be an improvement from growth in Q4 2025 compared to Q4 2024.
Deposits and Investments Q12025 vs Q12026
Fill in the blank.
____ is a framework for employees, managers, and employee relations consultants to have the structure to:
-understand expectations of performance
-understand consequences and corrective action for non-performance
-apply expectations, accountabilities, and corrective action consistency
When this framework is consistently used employees and managers are enabled to support branch operational excellence and execute on the protect, adhere to procedure, and be accurate components.
-BOS Branch Operating Standards
True or False: Teller and Banker customer experience credit opportunity(how you get paid) is ONLY based on the teller and banker behavior questions.
True
Tellers:
What 3 behaviors should our customers answer YES to inorder for you to earn payout?
-Warm Welcome
-Name Usage
-Thank the customer for their business
____is the 1st part of the Engage customers at the teller window behaviors.
A. Share the benefit of meeting with a banker
B. Connect and Personalize
C. Look for clues and cues
What is B. Connect and Personalize
If a customer doesn't ask you about your name badge and what you are saving for what would be a good example to share on how to engage the customer on their savings goals while also sharing what you are saving for?
Ex. Mr Jones I know you come here often at WF we are super intentional about helping our customers earn more and save for their future. I am currently saving for pet care my toy poodle is 1 years old and vet visits and boarding expenses cost me a lot as a first time dog owner I didn't realize how expensive it would be, what are you currently saving for?
2 part question:
1st
Yes or No
Can a banker add a bonus code without the customer being present?
2nd-
What should a teller do if a customer has product specific questions, asks about investments, or product rates?
-No
-refer to banker
What is the credit opportunity you can receive as a banker for a business credit card utilized?
What is the welcome bonus offer for a customer who is interested in applying for our signify business credit card?
Earn $500 when you spend $5000 in the first 3 months
Is this statement accurate: Yes or No
The entire Behavior Framework consists of two categories:
-Help More - What we use to understand our customers unique financial needs
-Engage More -What we use to help bankers get in front of more customers
Yes
In order to be successful in our Q1 campaign asking for our customers business is essential. Fill in the blank with this statement: Be proactive in sharing with customers how combining balances at WF can unlock ____ benefits for them to enjoy and simplify their banking.
relationship
True or False
The full phrase Annual Percentage Yield should be used for all credit products
False
APY-deposits accounts ex savings and checkings
APR-credit products ex credit cards, lines of credit, personal loans
What is the payout structure for a WF business services referral?
What is one example of when you would complete a business services referral?
-$100
-complex banking and lending needs over $100,000
-merchant services
-adp payroll
True or false:
Business customers can waive all MSFs if they take advantage of our premier relationship.
True
True or False: The Help More Behaviors of the behavior Framework for the banker role include Connect and Personalize, Discover Needs, Tailor Options with E.A.S.E, BM Connection, Refer to Partners, & Manage Relationships.
What is False Manage Relationships is apart of the Engage More Behaviors not Help More Behaviors
Tellers: What are 3 clues you may notice about a non-customer that could indicate they would benefit from a new checking account?
-non customer coming in to cash payroll
-existing customer brings in teen child
-runner for the business only making business deposits
If a customer has an overdraft amount of $90 and the customer uses their savings account with $500 in it for overdraft protection, what would be the amount WF will transfer to cover the overdraft?
$90 because the overdraft protection source had sufficient funds to cover the overdraft.
What is the payout structure for licensed bankers who refers over 2,000,000 in referred investment assets?
2.25 credits/$1000 over 2,000,000
How many goals are listed in lyfsnc
A. 15
B.19
C.18
C. 18
As a banker, before assisting a customer you should identify these 8 system clues in CRV to help the customer on a deeper level?
-Segment flag
-Account Types & Balances
-Insights Tab
-NBC
-Offers
-Mobile
-Referrals
-Financial Goals
-Segment flag
-Account Types & Balances
-Insights Tab
-NBC
-Offers
-Mobile
-Referrals
-Financial Goals
True or False
If a customer is a joint owner(secondary) on an account, because they are not primary and they establish a new account the customer will qualify as a new customer.
True
You have a check for deposit in to a business account written out to John Doe who is the signer on the business account named Elite Car Fleet LLC, how would you properly endorse the item?
-Have John Doe sign the check and then endorse the check with the business name.
Banker Incentive Calculation Example
Today you had 1 business credit card, 1 referral to business services, uncovered that the business customer has personal accounts with Regions (but after stating your WHY bank at WF value statement the customer wants to transition their funds of $200,000 over to WF as new money and put it in a new checking account. How much money did you make today if all is successful?
Business credit $25
Referral to Business Services $100
New Checking $20
New Money $200k =$300
=$445
What are the names of the two credit cards launching in Feb to help support our private bank and premier customers?
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