Customer Journey
Are you expected to know everything on day 1?
N, but the packs are here so you now where to find something if you need it.
What is the main change within these 2 packs?
Open Banking
What system replaces team and novus?
CAMAN.
What time zone are the DACBS serviers in? And what is the time difference?
Adelaide Time. (ACST). Ie, half an hour ahead or behind depending on daylight savings
Payments under $5000 with automatically be sent as an OSKO. True or False?
True
What do the 5 e's stand for?
Entice, Enter, Engage, Extend, Exit
What is the replacement GCR called?
Customer Discovery Form
How long will an account need to stay at a $0 balance for after opening before it closes?
10 Days
Will the fee be waived for SMS alerts for customers who re register?
Yes for up to 12 months until a full alerts solution is implemented post migration
If we get a large cash withdrawl over $2500. What are the changes for us?
The system no longer asks for supervisor approval or purpose of cash.
However we still need to ask and record in customer interaction history
When is our go live date?
November 14th
What are the 2 changes with country of residence and the source of wealth/primary source of income questions?
Country of residence is no longer needed (residential address takes over this field) and source of wealth and primary source of income will be combined into one question.
What accounts can be opened in CRM and who for?
Access savings, Ultimate access and Bonus Saver. For Australian residents 13 years or older.
Will customers still be able to pay 5% on top of their fixed rate loan if it is a new loan post migration?
no, they can only pat $10000 above minimum repayments
What time will auto transfers run?
11am, 2pm, 4:30pm, 5:15pm and 12:15am
How many stages are on the customer journey map?
9 stages and 23 Sub-stages
From the go live date, are we able to recieve data from other third parties?
Not until we are accredited as a data recipient
New cards will contain the account number on the card?
No, new cards will not contain the card number
What is the change with transferring out of a bonus saver account?
They can transfer to any of the accounts (No need to have a linked account) but cant transfer to any external account or make payments from a bonus saver
What are going to be the new transfer limits for
External
Bpay
Internal
Osko
External - $25000
Bpay - $25000
Internal - $25000
OSKO - $5000
Give a brief overview of each E? 100 for each E you get correct
Host to see customer journey powerpoint to judge correct answer
What is the change when it comes to our ID classification table?
We are changing to a 5 point system. 1 primary document is 5 points or multiple secondary documents.
What are some additional steps to address services to an account?
We need to create the card and link it to the RIM and we need to confirm with the customer on their combined statements and update if need be.
What SMS alerts are available after migration?
When the account reaches a nominated low or high balance amount, direct debits or credits made to or from the account, card transactions.
What is the main change in the way we do cheque withdrawals?
In the morning we will have to confirm the next cheque number is entered into the system so it knows which cheque number is next in line.