Preferred
A client must have at least this amount in combined IPA to qualify for a Preferred referral.
What is $100,000?
This activity helps identify opportunities before clients walk into the financial center.
What is outbound calling?
This security code is often texted to a customer to verify their identity or if they have an out of state ID.
What is a One-Time Passcode (OTP)?
This process requires two people to verify certain high-risk transactions or procedures.
What is dual control?
This is the only continent that does not have wild snakes.
What is Antarctica?
When submitting a Preferred referral in Team 53, employees must choose between these two referral levels.
What are Tier 1 and Tier 2?
This should happen within 24-48 hours after opening a new account.
What is a follow-up call?
A caller claims to be from the government and demands immediate payment. This is a type of what?
What is an impersonation scam?
This should be completed at the start and end of every business day to document branch operational activities.
What is the opening/closing log?
An octopus has this many hearts.
What is three?
This employee role is not eligible to submit a Preferred referral through Team 53.
What is a CSR?
The best way to uncover client needs is by asking these types of questions
What are open-ended questions?
A client suddenly wants to withdraw a large amount of cash while talking on the phone and seems nervous. What should you do?
What is ask probing questions and review for potential fraud?
If a branch experiences a system outage, operational issue, or security concern, it should be recorded here.
What is the manager's log?
This animal can sleep for up to 22 hours a day.
What is a koala?
To be considered a qualified referral, the referring employee must have completed one of these interactions with the client.
What is a logged call or appointment?
A client says they only need a checking account. Rather than accepting that answer, you should do this.
What is continue the conversation and explore needs?
A customer presents an ID and passport but cannot successfully complete identity verification requirements. What should not be bypassed?
What is the OTP (One-Time Passcode) verification process?
A manager discovers a procedure was not followed but the issue was corrected later. What is still required?
What is documenting and addressing the issue?
A group of flamingos is called this.
What is a flamboyance?
A customer newly joins the bank and opens a new checking relationship while meeting Preferred qualifications. This referral would generally qualify as this type.
What is a Tier 2 Preferred Referral?
The most successful bankers consistently do this with every customer, regardless of why they came into the branch.
What is having meaningful financial conversations?
A customer presents a valid-looking ID, knows basic account information, but appears unfamiliar with recent account activity and struggles with verification questions.
What are red flags of possible identity theft or impersonation?
This should never be shared with another employee, even if they are busy helping a customer.
What are login credentials/passwords?
This planet spins so slowly that one day is longer than one year.
What is Venus?