Compliance
True or False
Anytime a quote is given, it must be followed by Annual Percentage Yield or APY?
True
Do we notify our customers when the rate changes?
True, we do notify them when it changes
It is always acceptable to use the full term Annual Percentage Yield throughout the call if that is the agent's preference
Yes
True or false
Customers will earn the rate of their existing term on the maturity date when closing their account during the grace period.
True
How many responses can you accept for the customer's secret word
2
After authenticating a customer, a screen pops up that says "Confirm or update customer information".
Do we verify all of this information with the customer?
YES! We have to verify ALL OF IT!
Marcus by Goldman Sachs allows Savings accounts to be opened in the name of a trust or other entity?
False, we do not permit trust and other entities to open an account.
Is this phrase correct
Marcus by Goldman Sachs is currently offering an 18 month CD for point seven APY, and a 12 month CD for zero point five five annual percentage yield.
No, correct response is;
Marcus by Goldman Sachs is currently offering an 18 month CD for zero point seven zero annual percentage yield, and a 12 month CD for zero point five five APY.
Customer opened a 1 year CD at 1% last year. On the maturity date, the rate is 2%. What percentage will the customer earn each day of the grace period?
They will earn 2%
Describe the difference between an interaction note and a case note
Interaction notes are created when no follow-up work is requires to resolve a customer's call reason. Case are created when additional action is required to resolve a customer's request per the application procedure
Respond with the correct response
I see you are offering an 18 month CD for point seven percent is that correct?
Yes that is correct, we are offering the 18 month CD for zero point seven zero annual percentage yield
Customers have 5 business days after opening their new account to apply the referral bonus code
False, customers have 3 business days after account opening to get the referral code added to their account
I am showing your 3 year CD is offering a two point six percent APY, is that correct?
That is correct, our 3 year CD is currently offering two point six zero percent annual percentage yield.
CD maturity letters are sent to customers reminding them that their CD is set to mature and to encourage them to visit our CD Maturity Center prior to the CD maturity date to provide maturity instructions. When do they receive this letter?
30 days prior to Maturity date
In what order should you authenticate verification elements for a customer?
Last four of SSN
DOB
Secret word
Email Address (if needed)
CIF (if needed)
OTP ( where applicable)
Is the statement below following authentication procedures?
No, that is not the secret word would you like the hint?
No we do not state that the customer is incorrect
You would route a case to the Fraud department if a customer has questions in regards to Levies or other Legal matters
False, you would reach out to Vanity (back office)
Why is the 13-month CD offering a rate of two point three five percent (2.35%) and the 12-month CD offering two point five percent (2.5%)
Our 13-month CD is a No Penalty CD that is currently offering two point three five percent annual percentage yield. Whereas our 12-month CD is a High Yield CD currently offering two point five zero percent APY
True or false
All customers will receive a plan confirmation notification via mail?
False
Explain how interest is paid
Interest is compounded daily and credited monthly to your account. Interest is calculated using the daily balance method
If the line disconnects and you were reading the disclosure for an ACH transfer do you submit the Appian case without getting permission from the customer?
No you don't submit the case
We reach out to Fraud to place an Allow no debit/ no credit alert on an account?
False, we would reach out to Vanity (back office)
If a customer is asking about a rate and states " So the interest rate (or rate) is 1.50%"
we are REQUIRED to then state what?
We are required to then state "the Annual Percentage Yield/APY is 1.50%"
A grace period is not forfeited when Goldman Sachs Bank USA enters maturity plan instructions, excluding auto-renew into the CD Maturity Center
False, it is forfeited when they set instructions prior to maturity
Can you tell a customer specifically why their account was forced closed? What are some general reasons as to why an account may be force closed that you can share with the customer?
- Incorrect or misleading information provided when the account was opened
- Maintaining an overdrawn account
- Potentially illegal or fraudulent activity