BUSINESS / OFFERS
SOLUTION CENTER
BOFA REWARDS
FCCA
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100
Since our BSA is out of office, what other business referrals can we send? (3)
- ADP
- Merchant
- Business lending / Freddy
100
Where do you call for customer that need to be authenticated for their prepaid card?
Solution Center - Assist with Pre-paid Debit Cards
-1.800.558.9226
100
Do I need to open new accounts to take advantage of BofA Rewards benefits?
No. Once you join, we’ll apply certain benefits to accounts you already have on file with us.
100
Auditors that you don’t recognize wants to come in prior to opening, what do you do?
- Get ID badge and match to Corp directory
if ID doesn’t match call SOACC
100
Scenario
Client comes in to deposit 15k into checking's and 5k into savings. After, we do a cashiers check for 4k. What form is required and for how much?
- CTR for 20k only
200
Is there currently a Auto offer? If not, What does bank of America offer to clients when it comes to Auto loans? name 3 things.
NO but they offer • Competitive fixed rates
• Dealer new/used auto loans
• Opportunity to prequalify for new/used dealer purchases with no impact to your credit score
• No-fee application that takes just minutes to complete
• 30-Day Rate Lock Guarantee when approved after a full application2
• Extensive auto dealer network to help streamline the purchase process3
• An EV resource center to help you decide if going electric is right for you
• Access to online car shopping. Making it easy to find and finance your car—all in one place. Search from over 1 million vehicles at select Bank of America authorized dealers
200
What do you do if a customer comes in inquiring about their coerced debt claim?
Solution Center - Assist Clients Reporting Coerced Debt
-tell the client to call 1.866.771.4190 for assistance.
200
What are the credit card rewards bonus for all tiers?
member 10
Preferred plus 25
Preferred honors 50
Premier 75
200
On FCO pull up and quote today's rate for a Bank of America Advantage Savings with $25,000.00 (New)
"This is a variable rate account. The rate may change at any time. On [today's date], the annual percentage yield (or APY) for our [account product type] account is X.XX%."
200
Role play!!! DAILY DOUBLE!!!!
Client comes in with 50k cash. You catch them before heading to the teller line. How does this conversation sound like in your office?
- Ask client what are their plans with this cash, do not let them deposit into a regular account. Refer to FSA ALWAYS.
300
DAILY DOUBLE!!!
What are the 2 cash bonus offers for new bank clients on checking accounts? Including the qualifying amounts.
- Up to $500 dollar offer on BOA Advantage Plus / Relationship Banking Accounts with direct deposit within first 90 days.
$100 - $2000 - $4999
$300 - $5000 - $9999
$500 - $10,000+
- $100 dollar offer on BOA SafeBalance Banking Account with 20 qualifying debit card or Zelle transactions within the first 60 days.
300
When do you refer a client to operation HOPE to john? and how?
- Credit and money management/budgeting
- Home ownership/Assistance
- Small Business development
- Financial disaster recovery
- Disaster financial preparedness
CMC - REFERRAL - CONSENT THRU EMAIL
300
What happens if my average balance drops?
you'll retain your Rewards tier until your next anniversary date. If you no longer meet the balance requirement, we'll notify you and provide a 3-month grace period. If you haven't met the minimum balance requirement for your tier after those 3 months, you'll be moved to a lower tier.
300
Customer states they felt pressure to open an account and they want to close it. What do you do? Do you do a TRMS?
-close acct under sales pressure
-complete a complaint
-don’t do a trms
300
Role Play!!!
When going over your clients account, you find out they own a home and have a LBO offer, how does this conversation sound like? They initially came in to reset pin.
- How long they been living there, if they have paid off their home, Refer to CSA
- Find out if they are LBO, ask what they do for work/side hobbies/check transactions, refer to BSA
400
What are TWO red flags that may be included when opening a business account for a new customer?
- Business documentation that has been issued within a very short time period of account opening (i.e., same day, same week).
- Client is opening an account at a financial center that is not in the same area and/or state in which the client lives and/or works.
- Address provided by client is different than what is present on the ID and/or is not a true physical address.
- Client has other businesses listed on state websites with similar business names and/or has opened multiple businesses within the last several months.
- Large checks being deposited on accounts that are new (0-6 months) and/or checks being deposited that were written prior to the account being opened
400
Customer states they log in to their olb and they saw a credit card they didn’t apply for, what do you do?
- Do not close the account
- Connect client to Fraud Dept
400
Show me where customers can redeem their cash back on their credit cards.
- Click on the credit card and scroll down and redeem.
or
- Under life plan is BOA rewards with their current tier, redeem cc rewards.
400
What do you do if you saw the all clear signal was NOT removed from the previous business day??
- Remain in your vehicle or at a location that is a safe distance away from the financial center, call SOACC, do not center FC unless instructed to do so by law enforcement, SOACC or a Protective Services Manager.
Do not call the financial center or try to contact someone from inside the center or at home to determine whether to enter the center.
400
Role Play!!!!
A client comes in to update phone number. They come in with two teenage sons. What does the family banking and benefits of this product sound like? what else do we include in the conversation?
- Benefits of FB: Debit cards, OLB, Free account and basic Financial knowledge. Parents have control.
- Include 529 conversation, college savings plans, Refer to FSA to continue in depth conversation.
500
Where do you go to find the approved secretary of state websites to see if the business is currently active with a correct date? (show me for the state of TX)
- Solution center: Use a Secretary of State Website Summary Page to Obtain Legal Status of a Business Select States Only
- approved secretary of state websites link (TX)
- Franchise Tax Account Status under look it up
- EIN number or business name
500
What is a business deposit fraud (business check intercept fraud)? Explain.
Business deposit fraud, also known as business check intercept fraud, is when a perpetrator obtains a legitimate check payable to a business then opens a business account with the same or similar name.
500
What tier gives you id monitoring and where can you find it ? (Show me)
All tiers, You can find this on the mobile app or online banking under "my credit": Identity monitoring.
500
What is given when you are opening an account and the client requests paper disclosures instead of E-Doc?
When opening a deposit account, and the client requests paper disclosures instead of E-Doc delivery, the Deposit Agreement and Disclosures booklet must be retrieved from your financial center’s form supply and be given to the client.
500
Role Play!!!
Client comes in wanting a direct deposit form due to job changes, they seem in a rush. How does this conversation sound like? Include a proper introduction
- Where do they currently work?
- Where did they work before?
- What happened to their 401k? Did they roll over?
- How does your retirement plan look like? REFER TO FSA NO IN DEPTH QUESTIONS