Metrics
What Metric is the Combination of Wrap Up and Unavailable?
AAI
A client calls in responding to a Possible Fraud Two‑Way Alert and confirms the transaction is authorized, what is the first question we must ask before beginning the card‑unblocking process?
A: Ask if the client has the card in his/her/their possession?
We need to check every IP address for the last 30 days when submitting for a zelle whitelist.
False You do not need to research every IP address within the past 30 days. You only need to research the IP address from the date of the failed transaction, any failed sign on, and any sign on where the client made any profile change, such as email address, phone number, or mailing address.
What is the quickest way to recognize that the client was Laurel Road?
Bank 2912 will be used as the identifier to
locate accounts that were formerly associated with Laurel Road.
✓ This can be found in both the Client and Account profile,
When Is Katherines Birthday?
September 24th
What four metrics can be directly impacted when follow‑ups aren’t scheduled when needed? And how?
FCR- NSS- NPS-Behavior Score
A client calls to activate Mobile Wallet; how do we verify that the name of the person we’re speaking with matches the name on the associated debit or credit card?
Verify the full card number in Quest by using the Research option under New Contact, or by running the masked card number in Quest within PCC. Failure to do so is an Infraction.
We assist Branch if calling in for basic online and mobile banking navigation
False We transfer to PAL
What Key account was the LR Loyalty Checking DDA LC converted to?
Key Smart Checking DDA HE
What is Joys Fav Snack?
Sun Chips
Which metric should be evaluated when you are not meeting the FCR goal of 77% to identify potential areas for improvement?
AHT- If your AHT is significantly below the target, it may suggest that the client’s needs—including the 4C’s—are not being fully addressed during the call
A client calls in reporting that their debit card transaction is being declined, but no declined activity appears in Quest. What is the second system we use to attempt to verify the decline?
DAG WEB APP
We can update a clients overdraft consent for them.
False (overdraft consent has to be changed in their online banking, going to the branch or calling the automated Voice Response line at 1-888-725-7606 and following the prompts (Overdraft protection can be added by FW)
What was the LR Debit Card Daily Purchase Limits and What are they now after converted to Key?
$10,000 Daily Purchase Limit $7,500 Daily Purchase Limit
How Old is Steven
NONE OF YOUR BIZ IF YOU STOP GUESSING AND LAUGHING YOU WILL WIN THE POINTS!
What is the Behavior Score Goal? What is our Team Behavior Score Goal?
Minimum 53% on interactions (Must achieve above the minimum of 53 on 50%+ of total calls to meet goal) Team Goal Remains 55+
client calls in very upset and uses high‑risk language. As a best practice, what is the first action you should take?
When a client begins using high‑risk language we must immediately change our UJET status to Wrap Up in case our de‑escalation attempt fails (when permissible or if the client begins using automatic high‑risk After updating our status, we prepare a client concern and complete a warm transfer to a supervisor. If the client disconnects at any point during this process, we follow the disconnection alert protocol and contact the VAQ Escalations line. We do not submit the client concern when supervisors are available.
True or false after unblocking the card for a client due to 2-way alerts for fraud we need to also submit a whitelist request.
TRUE
Previous LR client calls in asking Why didn’t I receive my monthly bonus in April? How do you answer?
The Key Smart Checking account does not include a rewards program. The last reward payment will be made on March 1st, prior to account conversion.
What city and states was the first to mass produce potato chips?
Explain NSS VS NPS
NSS = Client’s satisfaction with you
NPS = Client’s satisfaction with KeyBank as a whole
Client calls in regarding a debit card dispute that was not processed correctly and to complain about the service that was provided to him what type of Client Concern should be submitted? Where can this be found in the Keypro?
None the client should be transferred to FCS for further assistance.
When a Bill Pay Payee charges the client a late fee for a late payment received We process the Bill Pay Dispute?
False transfer to FCS
Previous LR client calls in and ask The KeyBank external account transfer limits are significantly lower. Can I increase them? How do we respond?
Unfortunately, transfer limits for external accounts cannot be increased. However, we’d be happy to explore alternative ways to move your funds that might better suit your needs, such as wire transfers, Zelle®, or adding your KeyBank account to another financial institution’s Online Banking.
What winter favorite game against the law to play in some parts of Buffalo?
SNOWBALL FIGHTS
For as much snow as we get, this law shouldn't be surprising, but did you know there's a law that says it's illegal to throw snowballs, except in designated areas? And it goes further. It's illegal to intentionally throw a snowball at someone's head.