Member Experience
Verity
DNA and CRM
Products and Services
Check Handling
100

What are the first words of the 5 steps in the Member Experience Process? (in order)

Greet, Connect, Listen, Build, Thank

100

How much is the membership fee at Verity?

$5

100

In which system will you begin EVERY member interaction?

CRM

100

What is the due date on all Verity Credit Cards?

18th

100

Describe the difference between post dated and stale dated.

Post: dated for the future

Stale: dated for more than 6 months in the past

200

What are some things you can do to make a good GREET?

Example answers: introduce yourself, smile/welcoming body language and tone, acknowledge the wait

200

What year did Verity open?

1933

200

An address change and printing a debit card are examples of what CRM item?

Service Request

200

How many days is the typical grace period for most Verity loans?

10

200

A check is written to "Ken Doll and Barbie". Who needs to be on the account it is deposited into?

Both Ken and Barbie

300

What are some things you can do to make a good CONNECT?

Example answers: ask member related questions, verify the member, use the member's name, validate emotions

300

What is Verity's official charter?

Anyone who lives, works, worships, or attends school in Washington State can join.

300

How many days will a new member flag stay on an account after membership opening?

90

300

Which loan has no grace period for late payments?

Credit Card

300

Where can members wanting to sign their check over to someone else (special endorsement) make their deposit? (Verity branch, shared branching, ATM, Mobile?)

Verity Branch only

400

What is the difference between a member and a customer?

Member: has influence on operations; benefits from operations in the form of dividends or benefits

Customer: purchases/consumes goods or services; has no influence in operations; does not benefit from operations

400

What name did Verity originally open under?

Postal Employees Credit Union #8

400

What does it mean if an account has the restriction “Account not reported 1099INT”?

The member did not earn enough interest in the prior year to generate a 1099 form

400

What are 3 things members CAN'T do through shared branching?

Examples: account maintenance (closing, opening, changing type), member maintenance (name change, address change), get a check hold released, withdraw more than $1,000 in cash, get a corporate check, account research

400

Describe how using the check hold "Consumer Overnight/Over $5,525" would affect a deposit for $6,000. (how much would be available at what times)

$500 today

$5,025 next business day

$475 5 business days

500

What are the full 5 steps of the Member Experience Process?

Greet the member warmly and sincerely.

Connect with the member where they are.

Listen to the member and understand their goals.

Build a plan and take action.

Thank the member, we exist for them.

500

Name all 7 of Verity's current branches.

Alderwood, Auburn, Beacon Hill, Northgate, Greenwood, Wallingford, West Seattle

500

What 3 types of transactions require signatures? (main categories)

Shared Branching

Loan Disbursements

Withdrawals

500

Describe the difference between Verity's Cash Back and Cartwheel checking accounts.

Cash Back: 2% cash back for first $250 spent each month

Cartwheel: 0.50% APY on first $10,000 on deposit

500

Out of the following, what is NOT required for a check to be negotiable?


Payor's endorsement/signature

Words of negotiability

Date

Memo

MICR line information

Bank Information

Memo