Client Care
What do we use to monitor our client care score?
-Voices
What percentage is required to receive a pass on your monthly knowledge assessment?
-90% or above
-Where can you find the reporting to review your digital performance?
-ODIN HUB> Digital
-When is DAS (submitted) is considered quality?
-Quality is achieved when an employee places a solution (excludes Auto Loan) into the client’s saved items list and within 90 calendar days the client fulfills that solution through DAS
-What 2 metrics make up our client interactions balanced performer metric?
- Client meetings
-Life plan
What is the threshold percentage to achieve client care?
-90%
-Who can override a UDE response?
-Supervisors using risk principles and good judgment
-Digital fulfillment is achieved by DAS _____ .
-approved
Mobile activations include consumer, small business, and what other type of quality activations?
-Consumer prospect
-What weighting does each metric within client interactions have?
-50% client meetings 50% life plan
What is the weighting (CSR & Platform) that the scorecard uses to determine Client Care?
-75% Platform & 25% CSR
True or False: Collection of CIP and CDD elements is a regulatory requirement and is not negotiable.
-TRUE
What types of NRA/RA clients are currently not eligible for DAS?
-New-to-bank Resident Alien (RA) clients without a Social Security number (SSN) or Individual Tax Identification number (ITIN)
-New-to-bank Nonresident Alien (NRA) clients are currently not eligible for Digital Assisted Shopping
-Small Business Quality Referrals consist of which type of referrals?
-SBRS, Merchant, ADP and Remote Deposit Online referrals
What threshold percentage is needed to achieve Life Plan?
-40%
What time frame is used to determine your MTD & QTD client care score?
-3 month rolling score
What is the Risk Management metric pass/fail based upon?
-Customer Identification Program (CIP) Data Accuracy
-Universal Decision Engine (UDE) Overrides
-Quality Assessment
-Knowledge Assessment
-What accounts opened through DAS count through our digital balanced performer metric? (Name at least 3)
Checking (Cons or SB)
Savings (Cons or SB)
Credit Card (Cons or SB)
Auto Loan (Cons or SB)
Mortgage Purchase
Mortgage Refinance
HELOC
SB Credit Line (secured or unsecured)
SB Term Loan
-What are the 5 quality referral metrics within the partner referrals balanced performer metric?
-Quality Small Business Referrals:
-Quality Home Loan Referral
-Auto Loan Applications (Quality)
-Mobile Activations
-DAS (Submitted)
-Life Plan is not available to which type of clients?
-Merrill Lynch Wealth Management clients or Private Bank clients
What are the 4 client care advocacy behaviors?
-Take Ownership, Act with Empathy, Get it Right, Make it Easy
Risk management is a ______ metric based on results from your overall Risk Management Scorecard.
-quarterly
What is the threshold percentage to achieve the digital balanced performancer metric based on your FC tier?
-Tier 1: 40%
-Tier 2: 37%
-Tier 3: 33%
-Tier 4: 27.5%
-In order to be marked quality 1 of the follow must happen within 30 days of entering a HL referral:
-Referral status updated by CSA (quality referral updates can be located in quality status matrix playbook)
-Credit pull
-Home Loans application
-What is your monthly client meetings threshold based on your FC tier?
- Tier 1: 148
-Tier 2: 140
-Tier 3: 132
-Tier 4: 128