Other
Your customer is frustrated because his business banker won't call him back and would like to provide feedback, what do you do?
Acknowledge how he's feeling and lodge a FAIR
How many Siebel activities do you have to leave when blocking a card?
x2 - An activity indicating what happened on the call + another one with a 14 day rule
When do you need to advise someone that a call is recorded?
Anytime a third party joins the call or if making an outbound call
What happened on this call? Is this an acceptable Siebel note?
Man ID Sheryl - enq on lifting xs block on VCD1234 referred branch
No, the customer was calling to remove an XS block however we don't know why she was referred to the branch or what level or authentication was completed
You lodge an ES dispute for your customer on the call, what must you do to ensure this call is compliant?
1. Authenticate the customer
2. Read the declaration
3. Leave a Siebel activity
Your call was selected for PCS and your customer tells you they want to leave some formal feedback because they're fed up with NAB, you tell them there's actually an opportunity to leave that feedback in a survey at the end of the call, is this okay?
No, if a customer wants formal feedback captured then PCS is not the place for it, you must do this in a FAIR and then you can still put your customer through to PCS if they wish
True or False? It is only non-compliant if you don't provide your customer a reference number when placing an SS (full block) on the card?
FALSE, you must provide your customer with a reference number anytime a block is placed on a card, both XS and/or SS
If a baby suddenly starts crying in the background or a toddler starts yelling 'mummy!' do you have to let them know the call is recorded?
Nope!
Listen to this call and write an acceptable Siebel activity based on what you heard
Contact ID: 9139519909510000281 (Segment 1- Ana's call)
No auth. Refund processed to VCD for airline tickets, card has been cancelled due to fraud and needs refund on new VCD, adv customer refund from old card will be redirected by NAB to new card – tfr to consumer servicing for more information
Your customer want to know what our NTNA account keeping fees are, they are $0 and you advise the customer that there are no fees on this account, do you have to tell them that rates, fees and charges are indicative and subject to change even though there's no fees?
YES, this can change at any point so it's equally as important that we tell our customers that this can also change
1. Your customer calls to stop a cheque but they've failed auth, can you still stop the cheque for them?
2. Is there anything else you must do prior to stopping a cheque to remain compliant?
1. Yes, you must still stop the cheque for your customer even if they cannot be authenticated.
2. You must read the 'Stop single cheque legal scripting' as it appears in the two disclaimer boxes in Siebel
If your customer is driving and they can't take down a reference number, is it okay to just tell them you'll leave it in their notes for future reference?
No, you must still verbalize it on
What do we do if a customer says they don't want their call recorded?
Refer them to a branch or speak to a team leader
Tell me about a time where someone else's incomplete Siebel activity had an impact on your call.
No right or wrong answer, woohoo everyone's a winner!
A customer calls to cancel a direct debit on their everyday NTNA account, you ask them if they've spoken to the merchant and they say No, so you refer them back to try stop it with the merchant first and call us back if they don't have any luck. Is this considered compliant or non-compliant? Explain your answer
This is considered non-compliant,
Under the Code of Banking Practice, NAB must act on a customer's instruction to cancel a direct debit. They do not refer the customer back to the merchant, with the exception of direct debits set up on a credit card or Visa debit card. These payments do have to be referred to the merchant for cancellation.
Your customer calls to ask about international transfer fees however you've misunderstood and provided them international transaction fees instead. What are the impacts of this?
This is non-compliant as we have provided an incorrect rate, fee or charge to the customer and NAB will now have a responsibility to honour this.
Your customer is driving and calls you at 4.15pm to block and reissue her card due to an unauthorised transaction at Nando's, you tell them they can do it via the internet banking app and let them go, the customer then XS blocks their card at 8.50pm. Is this a good #digi call? Explain your answer
No, although promoting digi options are great and helps make it easy for your customer in future, this is a high priority call and it is our responsibility to ensure the correct block is placed on the card. If a full block is what has been requested then this request must be completed on the call, guiding your customer to the digi option is great if they're able to do it then and there but if they're obviously unable to due to driving in this case then it is your responsibility to ensure the correct card block is initiated
What is the verbatim you must use when letting a 3rd party know the call is recorded?
"This call will be recorded and may be used for quality, training and identification purposes.”
When do you need to leave a 14 day rule?
1. TB password is set up or reset
2. A mobile phone number is registered or amended for SMS Security and/or added or updated in any NAB system.
3. A temporary or permanent block is applied to a card
4. A business NAB ID is provided to a customer
Your customer calls to link their BCA to their personal NIN, do you have to read/ play scripting for this? If yes, what is the NABit page where this can be found?
Answer ID #42413
"Can I link your business account <insert last 4 digits> to your personal NIN <insert personal NIN> via NAB Internet Banking today so you can <Insert activities discussed> via this NIN?"
You found the secret free points square!
Well done for trying a tough one!
The customer doesn't have Voice ID, but would like to have it activated. On this call we need to SS block his card. Can we enrol the customer in Voice ID?
Yes!
You are able to enrol a customer in Voice ID when applying a block to a card. You are not able to enrol a customer in Voice ID when Triggering the 14 day rule (other than a card block) or while the 14 day rule is active on a customer's profile.
You make an outbound call. When do you need to make the call recording disclaimer?
At the earliest opportunity, and before asking for information i.e. 'Hi Bob, it's Jane from NAB just following up on our call from earlier. Do you have time to talk now? Great. A quick reminder, this call is being recorded for quality, coaching and identification purposes.'
You open the incorrect profile, and move to the correct one. Do you need to leave a note on the first profile you opened.
YES!!!!!!!!
You need to fail the customer for authentication, and it's the second time on this profile within the week. What do you say to them?
Your example should include:
Acknowledgement
Confident langauge
Direct the caller to a NAB branch or their business banker, email their banker or assist them with general information only.