Member Account Management 1
Why do we require 2FA?
for our members security
Member can also _________ link their bank account.
manually
Wire transfers must be received by _____pm EST for the same day.
4
What does the F stand for in our call flow?
Friendly
Fast
What template do we use when notating members accounts? What would we call it?
------- Money Call Note -------
Fully verified?
Called from:
Contact ID:
Reason for call:
Actions taken by agent:
Complaint filed?
What are the 2 options for setting up Direct Deposit?
DDA form
ADP login
most of the time ____ _____are requested to verify the manual method?
micro deposits
What's one of the first things we should ask the member about the wire transfer?
What day is it needed for?
What does the A stand for?
ask
align
assure
Name some note taking do's?
Document notes appropriately within the corresponding task
Provide a thorough factual recap of the conversation
Notate expectations that have been set
Provide details on actions that have been taken or are to be taken
Include any details pertinent to application that the applicant mentioned
Hoe long can it take for direct deposit to take effect?
up to 2 weeks
micro deposits are 2 small deposits of random amount under _____?
$1
We send checks in increments of ___. If they need more they can order more after ____days.
25
7
What does the S and T stand for?
Solve, set
and
thank you
Name some note taking don'ts?
Avoid including opinions or commentary
Avoid using too many acronyms or abbreviations
what 2 ways can a member fund their account?
direct deposit
or
transfer money from another bank account
Wire transfers can be used for what?
-HOME purchases ONLY!!!!
More
What benefits SoFi from using the FAST call flow? name one!
Members who receive a friendly and fast experience tend to be more likely to recommend companies to friends or family members.
Minimize Cost: For every 6 seconds of time reduction to AHT companies can save thousands of dollars.
Improve NPS & WYH, which positively impacts your score card.
If a member expresses dissatisfaction when should we file the complaint?
ASAP
_______is what members can use to link their external bank accounts.
Plaid
Wire transfers can be received vis ____&____?
call, email
A joint account can be set up when the primary sends an _____ to add and change the bank account to a joint account.
Also what SOP can we use to help member with questions about joint accounts?
Name the 2 types of probing question that you may need to use on your calls?
Open Ended Questions: Used to gain more information.
Close Ended Questions: Often used after open ended questions to confirm understanding.
A note on notes what should we always do?
Keep it professional
Sofee notes are viewed by other departments, auditors, investors
Provide feedback to co-workers in person, not in an account note