Show:
Deposit Hold
Deposit Hold
Deposit Hold Call Listening
Deposit Offer
100

Hold reasons that include risk, fraud, or possible return from the paying bank are eligible to be released.

True or False? 

FALSE 

100

Should we engage the Extended & Risk Hold Detection Hotline? 

Yes or No

NO

100

How many complaints were said and or captured during this call? 

Total of 1

100

What path will assist you in knowing more about a Deposit bonus/ offer? 

Access or Research a Deposit Offer 

200

For what amount will a standard hold be placed on a deposit?  

$6,725

200

Sometimes it is appropriate to suggest the hold may be released early or ask the client to call back?

True or False  

FALSE 

200

How many deposits was the client inquiring about? 

She mentioned two but was only asking/ inquiring about 1. 

200

How long may it take before an account number/ offer to appear in CIS? 

14 calendar days 

300

What are two ways clients can avoid a future deposit hold? 

Direct deposit or mobile and online transfers is a great way to get access to your funds faster

300

In the path, how many different talking points are there and what are they? 

  • The hold is placed to protect both you and the bank from losses.
  • The funds will be available on [date] [time].
  • In the future, using options such as direct deposit or mobile and online transfers is a great way to get access to your funds faster.
  • If a hold exists on the account with any of the following conditions, respond with “The account is currently under review and you will be contacted if further information is needed."
    • No phone calls
    • Quote Deposit Agreement
    • Call is outside department hours
300

What was the complaint type/ name? 

Deposit Hold - Informed of Hold but Not Happy with Hold

300

Where in CEW/ synergy Web can we access CIS?

Select Customer Incentive System from the Account Services side panel.

400

Fraud is more likely to occur when account relationships are new (generally under 90 calendar days)?

True or False 

TRUE 

400

Hold lengths are always calculated in business days (Monday through Friday, excluding bank holidays)?


True or False 

TRUE 

400

HOW and or with WHAT words were used to show confidence and commitment to servicing the client towards the end of the call? 

By stating words of affirmation.

  • " Guarantee " and " Truly " and " It will " 

By advising I was document this concern ..


400

What does it mean and what can we share with client when we see they have a Qualified status on their offer?

Client is qualified for the incentive. Typically, the client is paid within a few weeks of qualifying, but it can take up to 60 calendar days depending on a variety of factors.

500

Multiple and/or recent return items indicates a pattern that reinforces the need to keep the deposit on hold.

True or False 

TRUE

500

If a client has had repeated overdrafts on the account, for how long will the bank review the account to determine to place a standard hold?

6 months 

500

How did I show empathy during the closing of this call? 

" I know this isn't the outcome you expected but i am at least happy we spoke and I did set the right expectations. 

500

What are the different ways to Search for a inquiry from the dropdown list? 

  • Account Number
  • Promo Code
  • Party ID
  • Associate Name
  • Order Number
  • Name and Postal Code
  • Date Range