Enter Title

Digital 1st

100

What do we do, when client declines Digital Solution offered ?

• Verify email address.
• Offer to send self-service instructions for future use.
• Complete the requested maintenance BAU.
• Disposition the Digital Dashboard and Digital Self Service appropriately, when applicable.

200

What solution can we provide to a client whose OLB passcode shows as "revoked" ?

1. Access Synergy Web and click the Online and Mobile Banking icon.
2. Read the following script to the client: Mr./ Mrs. Client, I’d be happy to help you with your Password. Do you have access to your computer or smart phone?
3. Confirm the client has access to their computer or smart phone.
   No access: Send the client the self-service instructions for future use and proceed to the next step to continue assisting.
4. Confirm the client is not willing to self-service.
   Self-service: Guide the client through the Password issue using Online or Mobile Banking and end the call.

300

                             BONUS  X2

Client needs to view his statements, they only use their Mobile app. What digital solution can we send ?

View Statements (Consumer accounts)-Deep link 

400

What digital solution can we send, if client suspects identity theft?

Fraud - Identify Theft email

500

Client requests for you to close his user ID for online banking as he does not plan on using it. What is your next step?

Escalate the call to your leadership team.

Hardcore

100

What system do we use to expedite a credit card order?

ICDP

200

Khadijah is very upset, she went to pick up her limited edition prime color rubber ducks in her safe deposit box, but the FC was closed. What can agent do ? 

• Tell the client: I will have someone from the financial center reach out to you within three business days to help you with your request.
• Send the following email:
  • To: Safe Box Access
  • Subject: SDB Access Request
  • Body:
    • Client first and last name
    • Party ID
    • Client phone number
    • FC name and address
    • Client address

300

D'neta debit card has been stolen, she calls to have it replaced but she failed Authentication. How can we help?

• Do not release information or replace the card.
• Ask the caller for the 16-digit card number and name on the card.
• Tell the caller to destroy the card.
• Block the card.
• Enter Blocked card XXXX [last four-digits of blocked card] - third party request in the Client Contact History and end the call.

400

Provide a requirement when quoting interest rates, and what do you do if you if you have any questions or issues when quoting it to a client?

• Always exactly quote an existing interest rate from a system resource.
• Always state Annual Percentage Yield (APY).
• Always quote the rate to the second decimal point.

• Raise your hand to engage a Team Manager (TM) or Senior Client Advocate (SCA) if you have any questions or issues when quoting an interest rate to a client.

500

Donald Duck calls and is quiet upset over the check hold on a $15,000.00 check he just deposited into his checking account.  When advising check hold reason, he then shares he just lost his job and needs the funds ASAP. What can we do ?

Examples:

• Emergency situation
• Natural or physical disaster
• Urgent repairs
• Relocation
• Hardship due to death (funeral expenses, emergency travel, etc.)
• Job loss or reduced hours
  
  

  Yes

  • Raise your hand to engage your leader.
  • Do not call the Extended & Risk Hold Detect

Deposits

100

True or False?

When authentication, can we provide the state or country for a Government ID?

True

Notes:

• You can provide the US state in which the Government ID was issued to the client.
• You can provide the country for the passport.

200

when do we mail out statements via mail? 

• Mail: 5 business days after the statement cycle date.

300

Mr. Sausage plans on making a check deposit for $25,000.00, will his check be on hold ? 

Large Dollar 

Deposited checks totaled more than $5,525 in one day.

4-5 HOLD

We generally provide availability of funds no later than next business day after you make your deposit. However, in some cases we place a deposit hold on the funds you deposited when your deposits total more than $5,525 in one day.

400

                           BONUS X2

Vanessa is requesting to close her checking account, she did overdraft it the day before but account is being covered by Balance Connect credit from another account.  Can we still close account? and if so, do we need to un-enroll from Balance Connect first ?

If no pending debits we can continue on closing, If pending debits recommendation is to wait.

Continue to close?

If client is not closing overdraft from account we continue to close. 

500

What system do you use to view a Correction Notice? and what information do you need to enter and view letter?

1. Launch ImageView and select Documents from the Search For dropdown list.
2. Select Deposit Correction Notices from the Type dropdown list.
3. Enter the correction information including account number, state, and date range.
   Note: Date range cannot exceed 90 days.
4. Locate the correction notice from the list of displayed results and select the checkbox to the left of the item.
5. Click Portable Document Format (PDF) View to view the notice.

Wires/ACH

100

True or False

In order to set up Secure Transfer, the client needs a cell phone number, a debit card, ATM card and USB Key. 

False

Clients must have an active domestic mobile number (includes Puerto Rico) and an active Bank of America Debit Card with PIN to enroll.

200

Ileana calls because she wants to know the status of the wire she sent yesterday. When reviewing you see the transfer status shows as "Timed out".

What system did you use and what can we advise?

We use External Transfers AKA Compass. And 

Tell the client:

• The transaction may have been canceled because additional information was needed but not obtained.
• Re-send the wire.

300

What does the code R03 mean?

No Account/ Unable to Locate

400

Oscar is trying to send an ACH transfer to his wife for $650,000.00, however when attempting to, the website does not allow him to proceed. Why would that be? 

The per-transfer maximum transfer amount (with two-factor authentication) is $500,000 for all client segments.

500

Andrea is buying a puppy on Craigslist and i rushed by the seller. Sher is trying to complete a wire on her cell phone and received the message:

Wire Transfers is temporarily unavailable.

Provide these options:

• Try the mobile service later or try to send the wire using Online Banking.
• Visit a financial center to send the wire.

Bill pay

100

What are the delivery methods when using Bill Pay?

Electronic, Corporate Check & Laser Draft (personal) check

200

How can we place stop payment on a Bill Pay check number 35797085 ???

warm connect to Fiserv 

300

What are the steps to set up an Automatic Payment on the Mobile app?

1. Log in using the mobile app.
2. Tap Pay & Transfer.
3. Tap Pay Bills.
4. Tap the payee.
5. Tap Add AutoPay.
   
   Note: Small Business Credit Card clients must wait for the initial statement to cycle to generate an eBill prior to setting up an automatic eBill payment plan. Do not submit a technical case if the account has not generated a statement or eBill.
   
   
6. Assist the client based on the response to the How do you want to set up AutoPay question:
   • Based on the eBill's amount and due date
   • Using an amount and date I choose
     
     Note: If based on eBill's amount and due date does not display, the client either has not established eBills with the payee, or the payee does not offer eBills.

400

Stephanie wants to learn how to set up her credit card payments on Bill Pay, she requests you walk her through it. 

What are the Online Banking steps to set up a Credit Card payment?

1. Log in to Online Banking.
2. Tap Pay & Transfer.
3. Tap Pay Bills.
4. Scroll down (as needed) and tap the payee.
5. Verify if the client is paying a credit card or vehicle loan.

   Credit card

   • Tap Pay.
   • Use the default Pay From account or tap the field to select a different pay from account.
   • Tap the Amount field and tap a payment option:
     • Total minimum payment due
     • Current balance
     • Statement balance
     • Fixed amount

       Fixed amount is selected

       • Read the disclosure message.
       • Tap OK.
       • Enter the amount.
         
         Note: Frequency displays as one time and is not editable.
   • Use the default Deliver By date or tap the field to select a different date on the calendar.
   • Slide the Add Note toggle to add an optional note about the payment.
   • Tap Pay.

6. Vehicle loan

7. Tap Save as PDF, Print or Email (if desired) to save or send a copy of the transaction.
8. Tap Done on the Success screen.

500

                         BONUS X2

Andrea has full relationship with BOA, however she is trying to pay her credit on her Mobile app using  her Chase account but doesn't even know where to start, what can we advise ?

The feature is not available using the mobile app.