Deposit Holds
You see a deposit hold on a check for $10,000. Upon further research, you see the hold reason says:
"Confidential Hold"
Based on the description, is this a check we can evaluate for early release ?
The deposit hold is eligible for early release in extenuating circumstances only:
Examples:
What are the steps to complete an ACH transfer on my Mobile app?
External ACH transfers are not available using Mobile Banking.
Which of the following is NOT a Mobile/ OLB self-service option?
A: Cancel a scheduled Bill Pay scheduled payment
B: Remove a Stop Payment
C: Manage Deposit Account
D: Manage paper checks
E: These are all digital solutions
B: Remove a Stop Payment
Cruella calls to complaint that the sun was blocking her view while she was at the ATM.
Is this a complaint?
No- cannot do anything about weather.
As a Preferred agent, what is the available amount we can review for early release under a Deposit Hold - Risk or Fraud Holds?
$0.00
True or False
We can cancel wires on client's behalf.
False.
Financial Center: Refer client to a financial center and recommend to schedule an appointment.
Online Banking: Warm Transfer to Digital Banking (Online and Mobile) Disputes - Non Fraud Dispute - Wire and Next/3 Day.
Which digital solution can be sent to a client who suspects identity theft ?
Fraud-Identify Theft
While on the phone with Prince John, He starts talking to his neighbor about roasting a pork.
Do you state the third party call disclosure?
No- its not a banking conversation.
Yes- if you feel you might be on speaker
say it when in doubt
When raising our hand to evaluate an early check hold release, what information do we need to review/collect first ?
• Check Deposit Date:
• Is the check image endorsed:
• Deposit Hold Amount:
• Type of Check Hold:
• Last time client deposited check from same issuer:
• What is the hardship/extenuating circumstances:
• Customer Since Date:
• Any Red Flags?
Ursula is expecting a wire transfer from her friend Ariel in New York, she is calling to obtain the information she needs to provide in order to receive the wire. What can you advise ?
Rapunzel is calling to place stop payment on her checks, she thinks she may had misplaced them at home and suspects of her new husband because he used to be a thief.
Agent advised: I absolutely understand the importance of making sure your account is safe and protected. You've reached the right person to provide the best solution for the misplaced checks. I do love how fast and easy you I am able to place stop payments on checks. I see you use the OLB, I would to send you step by step email instructions on how you can do the same.
What is this an example of ?
1. Acknowledging with empathy
2. Personal attestation
A very sassy Pooh bear calls and wants you to tell him his interest rate on his savings account. We can see his interest rate is 0.01% and his annual percentage yield(APY) is 0.01% How would you quote Pooh's interest rate?
Always quote an existing interest rate from a system resource.
“As of today’s date, the variable interest rate is X.XX% with an Annual Percentage Yield (APY) of X.XX%.”
Mickey Mouse always goes to the Financial Center to make his check deposit from his payroll at Disney. He always deposits the same check from same company and is quiet upset that this last deposit is taking way longer than usual. What verbiage can we advise Mickey?
Miguel is trying to send a wire to his great grand mama Coco who lives in Mexico. He was previously advised that he needed a USB key, now that he has it, he requests for you to walk him through the process. What do we advise ?
Belle calls the bank and apologizes to agent because she has so many different request today and knows it will be a long phone call. She starts by saying she needs to add a beneficiary on her account. She needs to remove an authorized user on her credit card and also replace it. She had file a dispute last week on an Amazon order and needs to know the status of it. Lastly she needs to add Two factor authentication for her online banking login.
Belle is active on both Mobile App & OLB. Which digital solutions are you sending Belle?
1. Manage deposit accounts
2. Credit/Debit card replacement
3. Dispute-Initiation & status
4.Fraud -Security Center
Snow white calls very upset to say that she has not received her credit card payment refund and states she has called like 10 times about this.
Do you have to raise your hand using the OWN IT chat format?
You would raise hand it the Brain shows they have called 4 times or more.
During a call Evil Queen client advises:
I was told there would be a check hold but I don't think I should have one apply to me as a Diamond Preferred client who has been with you for over 2 decades. And as such, I don't understand why it took so long for you to answer my call. By the way I went to your Financial Center and the new ATM design is very ugly, not my taste. But i did notice it was missing a bottom and I couldn't make my deposit through it, I had to inside.
How many complaints did you identify?
4 complaints
1. Informed of hold but not happy about with hold
2. Wait time
3. ATM cleanliness
4. ATM check deposit unavailable
During a call Jafar advises:
I feel horribly lied to. I was told at the financial center that I can send a ACH transfer on my Mobile app. When I got home and tried there was no option to complete the ACH. I called customer care and they sent me instructions to my email on how to do it online. I find these steps awfully complicated and I cannot understand them. To top it all of, when my friend helped me we kept getting an error saying "Unable to Process Request. Try again later". How is this bank still in business?!
How many complaints did you identify?
3 Complaints
1. Misinformed by employee
2. instructions are too hard
3.Online banking frustration
During a call Captain Hook advises:
I am old school! I need to send money to all my pirate friends. My friend Peter told me I can do it using Zelle but when I sign into my BofA app I noticed it is not user friendly at all ! I can't even type with the Hook on my hand. I was lucky to find a financial center, however the drive through had potholes and It made it very difficult for me to reach the ATM. I decided to go home and give your full website a chance since I needed to pay my credit card. When I tried to login my password was not working ! I went back to use my cell phone and now my fingerprint is also not working ! I need to complete this today!
How many complaints did you identify?
4 complaints
1. Mobile app frustration
2. Bank location grounds Maintenance (not ATM related)
3. Login-reset credentials
4.Login-Mobile Face ID Touch or fingerprint not working
Queen of hearts calls very upset and outraged:
I am irritated! How dare you declined my card at Pottery Barn ! I had to go use a Chase ATM to withdraw cash and now I have an ATM fee on my account! You need to waive that fee IMMEDIATELY!
Agent: runs the FDT for the Chase ATM fee.
Was that correct ?
NO- we raise our hand to engage leader. They are in charge of taking over call and submitting external fee refund request.