SAFETY & SECURITY
What is the alarm pass code to disarm the alarm system using the Duress Code?
In the situation you would need to use the duress code the ambassador would enter 4959 into the alarm panel to disarm the alarm instead of using their code.
What do you do when a customer gives you cash to deposit into their account?
Assist the Customer with using a Capital One ATM to deposit cash.
A Tier 1-inquiry occurs when a customer or non-customer expresses dissatisfaction with Capital One, one of our products, services, experiences or any Capital One Associate.
True
Question: Where should you go for additional information regarding escalation of Tier 2 complaints?
a. Apex
b. MX Pulse Page
c. Pinpoint
d. CEP
c. Pinpoint
What are two things should you do after a customer logs out of their account online?
Close the browser and delete the browsing history (including cookies)
Where are the internal and external Safe Zones in the event of an emergency evacuation?
The internal safe zones: Elevator/Machine Room, Restrooms, Hallway Outside the Restrooms, and the Electrical Room. The external safe zone is the lobby area just outside the Starbucks across the street
What do you do when a customer gives you check to deposit into their account?
Assist the Customer with using the website, ATM or Mobile Deposit to deposit their check.
Question: All Tier 1 inquiries must be handled using the following system?
a. Apex
b. CEP
c. Tier 1 Inquiry Intake Form
d. SASSy
c. Tier 1 Inquiry Intake Form
How would you respond if you were in an active shooter scenario?
Run. Hide. Fight
When using Sassy to look up a customer, or when a customer is opening a new account, what method do you use to verify the customer?
PLEASE Method
Where are the locations of the duress buttons?
The hub; underneath Peet’s counter; by back ATM room; in both ATM rooms; office; breakroom; outside breakroom
How would you correctly quote the interest rate for the 360 checking account?
As of today the annual percentage yield on the 360 checking account is 0.20 percent variable on all balances
Question: Which of the following are Tier 2 Complaint triggers for an escalation?
a. A Customer or consumer declares unfair treatment due to discrimination.
b. A Customer or consumer alleges opening of account(s) without the customer knowledge or authorization, or under false pretenses by a Capital One agent or someone acting on Capital One’s behalf.
c. A customer complains about the app not working.
d. A customer attempts to try and solve an issue for the 3rd time or more
a. A Customer or consumer declares unfair treatment due to discrimination.
b. A Customer or consumer alleges opening of account(s) without the customer knowledge or authorization, or under false pretenses by a Capital One agent or someone acting on Capital One’s behalf.
d. A customer attempts to try and solve an issue for the 3rd time or more
What steps would you take if you received a legal document, such as a subpoena, warrant, levy or lawsuit in the café?
Pull up the cafe's accepting legal documents page in pinpoint to make sure you follow the right process for the document you receive. Notate on the front of the document, full name, date received, time received, how the item was delivered. Scan and email the document to the correct line of business, if it is a subpoena make a copy and mail it off to the correct line of business as well. Keep a copy on hand for 12 months.
What does PLEASE stand for?
Picture, Lamination, Expiration Date, Age, Signature, Erasures
Where is the robbery kit located?
In the office on the file cabinet in a manila folder on the desk
How would you correctly quote the interest rate for the 360 performance savings account?
As of today the annual percentage yield on the 360 performance savings account is x.xx percent variable on all balances.
What should ambassadors do if a customer comes into a Branch or Café with a Home Lending need? (Multiple Choice)
a. Pull up their account in SASSy
b. Direct the Customer on how they can connect with loanDepot
c. Contact loanDepot on their behalf
d. Guide the Customer to the Home Lending tile on APEX
b. Direct the Customer on how they can connect with loanDepot
d. Guide the Customer to the Home Lending tile on APEX
What would you do if you received a bomb threat in the form of a phone call, note or an abandoned item left at your location?
Contact Sentry, Coach and ML. They will decide if evacuation is needed and notify the appropriate law enforcement. During evacuation, assemble at external safe zone.
When should you contact MX Mission Control? (Multiple Choice)
a. Device issues
b. Leaking toilet in the breakroom
c. Hardware/Software-related issues
d.Threads
a. Device issues
c. Hardware/Software-related issues
As an observer during the opening procedure what would you do if the person doing the sweep hasn’t given the all clear sign after an unusual amount of time?
The robbery verification question is “This is the Capital One Information Center, what time will the reports be ready?” and the robbery verification code is the number of assailants in the cafe followed by the word o’clock
Where is the Grab ‘n’ Go checklist located?
In a binder in the Hub
If you suspect that a customer is being financially exploited, what steps would you take?
If you see suspicious activity that may fit this situation, you should complete the Financial Exploitation of Vulnerables Referral Submission Form.
What steps would you take to assist a customer who is hearing impaired and requests a sign language interpreter?
Submit a request to schedule an in-person visit with an interpreter at a Café, you should send an email to Enterprise ADA Program and CC your Coach
What would you do if you received a bomb threat in the form of a phone call, note or an abandoned item left at your location?
Contact Sentry, Coach and ML. They will decide if evacuation is needed and notify the appropriate law enforcement. During evacuation, assemble at external safe zone.