ISC/Helpline/ECR
1-855-871-9066
What is the Helpline phone number?
60% of assigned files
What is the 3-day SLA?
John Badali runs this committee (and does a great job)
What is Learning & Development Committee?
Maintain NPS and Drive Local Problem Resolution (Chris just spoke about this one)
What is our "Transform the Client Experience " strategy?
Leader that stops by your pod and talks to you with robot hands
Who is Chris Reid? ( danger Will Robinson! )
Launched in 2016 to assist FA & FAB
What is ISC?
To help make your ambition a reality
What is our purpose?
A platform where you submit any digital escalations
What is JIRA?
Enable CI, Standardize Client Restitution and improve communication (think back to Chris' presentation)
What is "Optimize Service Delivery"?
We will celebrate together on Dec 12, 2020
When is the Client Care Christmas Party?
The 3 E's stand for this
What is Exposure, Experience & Education?
24 hours
What is the first call attempt to clients?
I just sent an email to CD_RegisteredProduct_Escalations
Mailbox
What is the mailbox you escalate any registered products?
This roll-out helps improve service levels & productivity
What is the Generalist roll-out?
This internal social site allows us to keep up with colleagues, networking, sharing news and posting pics, etc.
What is Workplace?
True or False - ISC/HL team cannot leave their desk as they are tied to the phone?
False
3.3 files per day
What is the daily thru put?
Portal to provide suggestions and vote on continuous improvement concepts
What is Idea Hive?
United Way, Food Banks, Shelters, RFTC are some of the options on this charitable CIBC program
What is "Giving Back"?
This person mispronounces everyone's name
Who is John Badali?
To mitigate inundating executives with emails after initial escalations
What is Legal Redirect?
Once the Banking Centre file has been resolved, you send email to Shrinivas for this kind of opportunity
What is coaching opportunity?
Program that was launched in Q1 2020 to promote MIR for all employees
What is the Ambassador Program?
This target is achievable. This target is 0 (zero)
What is the client care 2020 NPS target?
50/50 draws, baked goods sales, raffles etc.
What are Social Committee fundraising events?