Communication / Core Values
What are our Core Values?
What is...….
Where do you locate Member Advisor Scorecard?
What is....mySECU
What does LOS mean?
What is...Loan Origination System
When a loan goes into the processing queue due to a fraud alert, what are the steps you take?
What is...exit the loan so the MCA or Underwriter can take it from there.
Who is the Mentor’s support system?
What is...
How would a supporter flex to a doer? How do you engage with the newly hired mentee?
What is....
Define NMR (New Member Relationship) and explain how it is calculated?
What is...The number of Products or Services that you establish for your member within the past rolling 90 days.
What must you do in DNA everyday?
What is....Balancing Wizard
What are the 5 elements of Acceptable ID?
What are...It is not expired, tampered with or damaged. It was issued by a reliable government entity. There is a picture which is a good representation of the member, ID #, Member's Signature.
Where do locate policies and procedures?
What is...mySECU
What is the value of AIDINC?
What is....Connect to member and understand needs.
Define NPS (Net Promoter Score) and explain how it is calculated?
What is...?
P - D divided by S
Formula: Promoters minus Detractors divided by number of surveys.
Why is it important to follow work flows?
What is...To avoid errors. No outages. No ELs. Mitagate risks.
What are the proper steps to take if DocuSign is not working?
What is....Report the issue to SECU Consumer Liaisons. Print the document and obtain borrower WET signature.
Why is it important to use MNA?
What is...When the member is sharing information that will be important for developing the relationship.
What is the foundation of this role? How do you build trust?
What is....Choose right over easy,
Engage in open and credible communication, role modeling,
Talking the talk/walking the walk, Recognition
Define Active Checking and why is it important.
What is....A member who has a minimum $200 direct deposit in checking.
Why is it important: We want members to choose SECU as their primary financial institution.
How do you ensure that you receive updates when you create a CView activity?
What is...check the "send email notification" box in CView.
Walk me through how you check a new account application for accuracy? What do you look at when reviewing someone else’s work
What is...
Paper and system-application is properly marked,
Signature(s) obtained
The role assignment was completed properly in DNA,
ID is scanned or copied
What is used to show members possible savings after finding out their needs and answering their questions? Where do you find it?
What is...Debt Analysis Worksheets (DAW) under Resource Banking >TMA tools
What are the desired outcomes from our call campaign?
What is...
The Member experience and/or building relationships
or
Appointments
How would you define success as a mentor?
What is...
The Mentee's experience,
Trust in you as a mentor
Performance of mentee
If you have an escalation for an S3 Department, what is used to contact S3 for assistance?
The S3 interaction model. This is used by MA IIs and higher.
What must be completed prior to booking a loan?
What is...All loan conditions should be met/member should be verified.
Besides your mentor support partners, what are at least 3 resources that are available to support you in developing your skills as a mentor?
What is...