Who Am I?
This system is used to house leads, show sales pipelines, and calls made to clients.
What is Sales Platform?
This report should be considered when unusual and suspicious transactions cannot be satisfactorily explained.
What is a UTR (Unusual Transaction Report)?
A verbal or written expression of dissatisfaction with bank processes, products, services or outcomes, requiring action from the bank, is specific to the customer, and often involves broken promises, errors, poor treatment, embarrassment or a threat to leave.
What is a complaint?
KYC
Know Your Customer
Client receives this when their claim is closed
What is an email notification?
I am the Director, and General Counsel, usually matters of legal persuasion are directed to my unit.
Who is Maia Wilson?
These are events that cause a direct financial loss to the bank.
What are Actual Loss Events?
This complaint outcome means the complaint is valid, but the client's requested resolution cannot be fully granted.
What is a Partially Favorable outcome?
UTR
Unusual Transaction Report
This should be included in the labelling of the dispute form before being attached in OEC.
What is the customer's name?
You can find this unit near the Kingston Wharf.
What is the Stationery Department?
This initiative aims to move customers away from cheques and toward digital payment solutions.
What is the Cheque Elimination Programme?
This complaint outcome indicates the customer's complaint was substantiated, and accepted in full.
What is Favorable?
**DAILY DOUBLE**
SOF
Source Of Funds
This form serves as the primary supporting document for initiating a cardholder dispute.
What is the Cardholder Dispute Form?
I am a current Branch Manager of a branch that sits Downtown Kingston, previously I managed Scotiabank Spanish Town
Who is Conrad Wright?
An action plan becomes mandatory when an incident is equal to or greater than this amount.
What is CAD $100,000?
True / False: The BOJ is the only regulator for Scotiabank
False
CCP
Cash Consolidated Plan / Credit Card Payment
90 to 120 days
What is the time period client is required to file dispute
This unit provides credit decisions on Small Business loans
What is LUC (Loan Underwriting Center)?
This analytical technique is recommended to identify the root cause of an incident by repeatedly asking "why."
What is the 5 Whys Method?
**DAILY DOUBLE**
The engagement of these units by the CSU is mandatory when addressing a client's credit history
What is Caribbean South Collections Unit (CSCU) and Credit Risk management (CRM) ?
EDDU
Enhanced Due Dilligence
This is the only acceptable file format for submitting a dispute form.
What is PDF?