A
This word stands for the letter “A” in the “CATS” Rubric.
What is “accuracy?”
This word stands for the letter “C” in the “CATS” Rubric
What is “care?”
This word stands for the letter “T” in the “CATS” Rubric.
What is “trust?”
This word stands for the letter “S” in the “CATS” Rubric.
What is “style?”
Each email should open with this.
What is a warm welcome?
Good practice to make to check your work for errors and spelling mistakes after you finish your email before sending it.
What is proofreading?
This is a formatting choice that can be taken to call out important text in an email.
What is bolding?
This is something you should leave on the Salesforce ticket after you’ve run the ACH calculator.
What is a case comment?
If a trade is referenced in Salesforce under the Item MO link and the customer’s question is how to link a bank account, we must still do this
What is acknowledge the customer’s specific trade?
This is the score an interaction receives that provides trade, tax, or legal advice.
What is a 0?
This is what you should do when you tell the customer the expiration date for their PDT flag.
What is add a business day?
The amount of time after the last interaction with the customer when you must thank them for their patience.
What is two business days?
This common, newly updated practice must be taken when receiving a case where the customer is restricted due to the Unverified Account Recovery process. This is something we ask the customer for.
What is request a selfie photo?
A deposit that reverses due to customer advises not authorized fits in this restriction risk-level.
What Is a high risk reversal?
This is the action you must take after creating an Account Activity Spreadsheet PDF
What is upload the document to Major Oak?