Did You Know?
If a caller is not listed on a loan and they wish to make a payment, they must have the loan number, customer's name, and ___________________.
Desired Payment Amount
This email should be sent Thursday and Friday of each week.
An email reminding specialists to check their time in Dayforce.
Listen and try to understand the specialist's needs without ______________.
Interruption
If a specialist is in "Away" for more than ______ minutes, they should be clocked out in Dayforce.
20 minutes
True or False. When correcting a specialist via email, please be sure to include all parties involved including other internal departments and managers.
False.
Can a suppression be placed on a transaction that has never been attempted?
Yes
After you have reviewed your team's time entries in Dayforce, what is the next action that should take place?
Authorize entries
When concluding a call with a specialist, you should ask?
Is there anything else I can assist you with?
If a specialist does not have Perfect Attendance prior to their departure for FMLA, how many Saturdays would they be required to work the month following their return?
Two
Nonverbal cues such as _____________ language and _______________ expressions can influence how we interpret each other's messages.
body, facial
If a customer is listed as an authorized signer on a personal account and an authorized signer on a business account, should they be charged a $2 transfer fee?
No
What is the expected deadline for supervisors entering their own leave in Dayforce?
Daily
Recognizing and appreciating the value of other CEC supervisors and specialists, are displayed in which BankPlus core value?
Respect
If a specialist has a scheduled meeting in Genesys Cloud, that will ________________ impact their adherence.
Positively
Your _______________ ____________________ should always include active listening, professional tone, and positivity.
verbal communication
When submitting a DOS workflow, in the "Sender" field for eSign Client, what email address populate?
CustomerService@BankPlus.net
If a specialist is including a Saturday in their 5 consecutive days, how should the 8 hours be coded in Dayforce?
No Pay
The ability to perceive, use, understand, manage, and handle emotions is called __________________.
Emotional Intelligence
Scheduling conflicts regarding specialists should be resolved by _______________________________.
Having a team huddle.
According to the Supervisory Functions in the HIT Tool, supervisors should complete scorecards for Specialist I ________________ and Specialist II & III ________________ unless there are performance concerns that need to be addressed.
weekly, bi-weekly
When CallPlus issues have been reported and confirmed, who should the supervisory team contact?
Dawn, Shari, Alex, and copy CSC Team Leaders
If an agent takes 45 minutes of incentive time, what decimal time entry should be entered in Dayforce?
.75
Shari outlined an important expectation in a recent email. It stated "We MUST move as _______. We MUST ___________ openly and support one another without ____________. Our _____________ depends on working together.
One, communicate, blame, success
If a specialist leaves for break at 10:00:28 am and returns at 10:15:55, will this team member be considered late?
No
What is the minimum increment of time for supervisors to take agent calls?
one hour