WebCSR
What restriction can we remove in WebCSR?
012 OSA with Balance less than $1.00 for 60+ Days, 013 NF OSA Micro Bal 60+ Days
What is the 10 day best rate guaranteed?
Fund a CD with $500 or more within the first 10 calendar days (date of account opening plus 10 calendar days)
True or false?
A POA can open a new account on behalf of a customer and can edit/add beneficiaries?
False
If you are unable to authenticate a customer, would you submit a case or an interaction?
Interaction
What is the Referral Bonus
Annual Percentage Yield (APY) increase over the stated APY available at Marcus.com
What is a warm transfer
A warm transfer is completed by speaking with the new specialist before the call is transferred. Once the specialist who is taking over the call is briefed, inform the customer that they will be transferred. Conference the call between the customer and the new specialist and introduce the two parties to each other. Disconnect once the connection between the new specialist and the customer is confirmed.
WebCSR
How to locate the interest paid for the life of the account?
pull the customer up in webCSR, go to customer services and customer profile. There will be a list and on the list under interest balances
A Marcus customer has just opened an account with us and is going through the linkage process of their external bank account, it is going to be linked via trial deposits. How long does it take for Trial deposits to be sent to the external account?
2-3 Business days
What type of checks does Goldman Sachs Bank not accept?
Money orders, temporary checks, third party checks
What type and subtype would you use if you unlocked a customer’s login access? Would it be a case or an interaction?
Interaction, Interaction Type: Technology, Interaction subtype: Unlock online access
What are some benefits to having the referral bonus?
- 0.20% APY over advertised rate on Marcus.com
- Bonus period is three (3) months or ninety (90 days) from date of successful referral
What is a cold transfer?
A cold transfer is completed by transferring the customer without introducing them to the receiving department. Disconnect as soon as the transfer is initiated.
How would you go about applying a partner membership with a customer who already has an account with us?
In AUI, navigate to the actions Menu on customers profile, select Manage Memberships. Review the currently verified membership and make sure there isn’t one already activated. Expand The Marcus Partners tile to show available memberships that are still active. Collect Membership number and verify.
Where would you locate the EWP in WebCSR?
In webcsr after pulling up the customers account, you will go to Deposit Account Services, then redemption quote, select the HYCD from the dropdown menu, enter the day they called us in, then submit and it will advise the EWP
How long does it take for a requested outbound call?
Up to 2 business days
What does the 012 restriction code mean?
OSA with balance < $1.00 for 60+ days
If a customer calls in an needs a signature card reprint what is the Type and Subtype?
Signature Card Reprint
Case type: Correspondence
Case Subtype: Outgoing general mail
True or false?
The referral bonus is only earned on OSA accounts?
True
What is customer initiated silence
Silence is permitted if the caller is gathering information or trying to troubleshoot. If the specialist is waiting for the caller, it is still required to check in after about 1 minute (once) to encourage the caller and confirm that they do not need immediate assistance. This can be completed by reminding them the specialist is on the line to help, letting them know the specialist is ready when they are, etc.
After opening an OSA for a customer, two scripts will populate that need to be read. What are these scripts?
Statement Delivery Preference
True or False?
In the case of an ACH Stop payment request, If the transfer is an RDFI, we are able to go into webCSR and see if the transfer is pending, and from there we would be able to remove the pending transfer after reading the required scripts to the customer?
False, it has to be an ODFI transfer for it to show up in the pending transfer option in webCSR.
How long does the customer have to add on a joint owner onto a new CD account?
15 business days (day account is opened plus 15 business days)
True or false?
The cut off time for an ACH transfer is 4pm EST?
False, it is actually 6pm EST
What type and subtype would you use if a customer calls in to report a technical issues with the website.
Answer: Case Type: Technology, Case Subtype: Customer reposted issue
What will happen after the 3 month referral bonus period?
Upon Expiration of the Referral Bonuses, The APY on your OSA will automatically revert back to the APY available on Marcus.com
What should you advise to the customer that the call is being recorded?
AUI indicated that the disclosure has been played, the call is warm transferred from another department, when placing an outbound call and when any additional party joins the line
What will happen if a customer initiated a transfer into an account that is over the cap limit?
The savings resolution specialist will attempt to contact the customer via phone to advise the customer that they have exceeded the cap limit so they wired funds will be returned
Where would you go into webCSR to add, edit or delete a beneficiary from an account?
Locate the customer in webCSR, click on the general account services on the left hand side, from there you will select beneficiaries. It will give you the option to add, edit or delete a beneficiary from the account.
How long does a customer have to sign the Signature card online?
They can sign online within 3 calendar days, (date of account opening plus 3 calendar days) After that a paper signature card will be mailed to them
What information do you need to get from a caller in order to locate a deceased depositors account?
Full name, Full SNN, or any Full account number
If an account has a zero balance but the account was previously funded, what type and subtype would we use?
case Type: Money Movement, Case Subtype: Select the applicable money movement with closure case subtype.
Where can a customer locate their unique Referral clink?
They will have to go to the Marcus referral center which is located under the profile dropdown
Can we disconnect a call if a customer is using abusive or explicit language
Yes if the caller is directing the language at you. You may terminate a call when the caller is using language that is abusive, discriminatory, explicit, demeaning or inappropriate. At the first instance provide a warning. If the caller continues to use abusive language you may end the call.
Why do we put backup withholding on a customers account?
Federal and applicable State backup withholding will systematically be placed on each account at account opening through the contact center until the tax certification is completed.
How would you locate if a customer is getting BUWH on their account?
Locate the customer in webCSR, Go to Deposit Account Services on the left hand side and select account information. From there you will select the Interest tab, then select withholding. You will then pick the account and see if the BUWH box is checked or not.
If a customer were to close their account but wants it sent to them as a regular check, how long would that take?
Up to 10 business days
What are acceptable documents a customer can send when proof of an external fee (greater than $25.00) is required?
A statement copy from external bank, a letter from customers external bank explaining the fee, a screenshot of the transaction activity and fee that includes the banks URL
If a customer were to reach out in regards to a customer who passed away, and ODR is unavailable. What type and subtype would you use?
Answer: Case Type: Correspondence, Case Subtype: Deceased Depositor Notification.
Can the referral bonus be applied to more than one account?
Yes, referral bonuses you earn will be applied to all of your OSA. If you open a new OSA while you are receiving a referral bonus, we will apply the referral bonus to your new OSA
What should you do if a customer is calling with questions in regards to another person's account?
Inform the caller that at Goldman Sachs bank USA we will not release customers information to external third parties without them being on the call
How would you determine if a promotion was successfully put on an account?
In AUI, navigate to actions menu on the customers profile and select promotions. Review the currently enrolled promotions section to verify that the promotion has been applied to the account. Click the view promotion details and review the condition and status field
How would you locate if a customer has sent in a signature card?
Locate the customer in webCSR, Go to the Customer Services on the left hand side and select Customer Information. From there you will select the Agreements tab, it will show the accounts they have, if weve received the signature card electronically, or through mail. The RA Article is a little out of date but I have made a comment regarding this!
If a customer expedites a check to be sent to them, how long does it take to be sent out to them?
Up to 2 business days (does not include check processing times)
What scripts need to be read when an existing customer (primary) is adding a new customer (joint) to an existing OSA?
Patriot Act required for joint, FDIC for both, Statement Delivery for joint
External Third Party Inquiries
Interaction type: account details
Interaction subtype: 3rd party inquiry
Maximum 5 per calendar year per customer
How do you proceed with a customer who advises they need to close their HYCD due to a disaster?
Perform the following steps to determine whether a customer requesting to close a High Yield CD before maturity is in a FEMA declared area and eligible for EWP waiver.
What is a FEMA exception?
When a customer is impacted by a disaster and requests to close a High Yield CD before maturity, the Early Withdrawal Penalty (EWP) is waived and the transaction is expedited. Money movement requests will also be accommodated for customers residing in a FEMA declared disaster area.