Coaches Choice
These are the demonstrated skills and behaviors necessary for effective job performance at Capital One
Competencies
These are 3 examples of a Tier 2 complaint.
Deems escalation necessary by an ambassador, Manager Request, A customer or consumer alleges regulatory compliance violations, 3 or more previous attempts, ect
This program overviews and step-by-step tutorial helping you to manage your finances electronically.
87
These are the 4 FLOW Pillars in Order
Make a First Impression, Bond at a Deeper Level, Guide to Discovery and Continue the Connection
This feature helps you with useful insights and alerts, account answers, and safer online shopping.
Eno
What should you do in the event of a bomb threat?
Contact Sentry immediately, Contact Café Coach, Operations Specialist and Market Executive, Safe Zone, IR
This tool tracks customer's buying habits to help them better save.
Map Your Spend
List 4 "Effective" discovery questions for a customer looking to open an account.
(Who What When Where Why Tell Me)
This Pillar Inspire a willingness to dig deeper and explore with the use of Open ended questions.
Guide to Discovery
Focuses on what matters and readily owns decisions and Identifies opportunities for integrated thinking across teams and departments align with what competency
Results Focus
These 2 avenues allow for the proper verbiage of the interest rates on Savings accounts
Apex and Ease; (Deposit Rate Tool inactive)
This space offers content for Life Events, Money Management and More than Money.
Learn & Grow
Using Positive Language respond to "Can I cash my mom's check here?"
Ex: Good question... May I ask you a few questions? There may be a few ways we can help.
Within this FLOW pillar, the customer given the opportunity to share about themselves and their relationship with Capital One in casual conversation
Bond at a Deeper Level
This BRG's mission is to ensure the working parents and caregivers in our company feel valued, heard and supported.
&Family
These are 4 examples of when an Incident Report needs to be completed.
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These are the On Demand Workshops offered in APEX
Budget, Savings, and Credit
Features vs Value: List 5 features of the café and its Value
Ex: Coffee Shop, Ambassadors, Money & Life Program, Nooks, Community Room, Cafe Space, ATM, Wi-Fi
These are the 5 Conversation Skills that help you better interact with customers (Freebee: Positive Language)
Discovery (Questions), Listening, Rapport, Positive Language, Emotional Intelligence
...
These are the emergency situations listed in the Grab and Go Checklist (11)
General, Weather, Robbery, Fire, Power Outage, Bomb, Civil Disorder, Active shooter, Infectious Disease, Evacuation, Door Failure
BONUS: There are 35 values listed in Values Explorations...How many can you correctly list?
25 Pts Per answer
These are the 5 categories of articles found on the Learn and Grow Page
More than Money, Money Management, Life Events, Privacy and Security, Business Resources
Curious Visitor, A Regular, In and Out Banking, ATM banking, Grab & Go, Chill & Eat, Working Solo