Compliance
The following information must not be disclosed via chat/email.
What is DOB, SSN, and the full external bank account number?
Prior to closing, this should be done before the conversation is finished.
What is offering additional assistance?
A dissatisfaction or grievance expressed by the customer.
What is a complaint?
This is what new chatters have to ask for before they chat on their own.
What are guided responses?
Current CEO of Goldman Sachs
Who is David Solomon (DJ D-Sol)
When speaking with a customer, anytime rates are quoted, this ACT must be followed
What is Truth In Savings Act?
The specialist must check in with the customer in this amount of minutes
What is 3 minutes?
The expected amount of time in which customers can expect their funds
What is
ACH: 1-3 business days
Wire: Cutoff Time-4 pm ET, can process in 3 days
Internal: Immediate
Chat specialists cannot send information to a customer via this medium
The worst superhero
Who is Batman
Specialist must avoid giving any 4 of this type of information out in a call/chat.
What is tax, legal, accounting or financial advice?
If an update/request is unable to be completed via chat or online, this is what we offer to make sure they're assisted
What is an outbound call?
This should be provided to the customer after their question is asked
What is an ownership statement?
When the customer is no longer responding
What is an idle chat?
This is the year that Goldman Sachs went public.
What is 1999?
A chat specialist should edit this before a Money Movement disclosure is sent to the customer.
What is the external account number?
When a customer first chats in, you must provide a response within this amount of time
What is 1 minute?
Offered to customer if there is a delay in signature card being received, delay in funds availability or in Money Movement
What is a Goodwill Credit?
Required in any case/interaction
What is chat link?
Prior to the division we're in now, Marcus was in this division.
What is Consumer & Wealth Management?
This type of chat is not required to be documented.
What is a Ghost Chat?
The specialist must avoid these topics of conversation
What is slang, swearing, politics, religion, and economic status?
The amount of the GWC's offered
If the customer needs to escalate an issue
What is a supervisor?
The founders of Goldman Sachs.
Who is Marcus Goldman and Samuel Sachs?