Bank World Problems
What forms can a complaint come in?
Verbal
or
Written, such as e-mail, banno chat, social media, or letters
What is the minimum deposit to open a Premier Plus Checking account?
$100
Banks are the _____ ____ __ _______ against financial crime.
first line of defense
What is the first thing you should do when a customer comes into the lobby to set the proper tone for their visit?
Look up and greet the customer with a smile
In customer service etiquette, what is the professional posture you should take when assisting a customer at your stand up teller counter?
Stand up while waiting on the customer
Is the following statement a gripe or a complaint?
'This bank is terrible'
Gripe
When is the last day of the cycle for the Premier Plus Account?
Our customer comes into a branch with a letter from the Georgia Lottery. The letter tells them they won FIVE MILLION dollars, they just need to pay a small processing of $5,000. What reason would this likely be a Lottery scam?
Typically, you shouldn't have to pay money to get Lottery winnings
What is the first step in any account opening process?
Determine the best product for their needs
What is one action that you can do as a customer walks into the lobby that is known to deter a potential robbery and also good customer service?
Acknowledge the customer
Where can I locate the Complaint Form to fill out?
Shared Drive > Network Forms > Complaint Forms
What is the penalty for not meeting the qualifications on the Premier Plus Checking Account?
There is no Penalty. Also acceptable to say the NQ rate.
What is one fraud consequence that can affect both the bank and the customer?
Financial Loss
What is something you can do to make selling or relationship building easier?
Know your products
What is 1 thing we can have prepared and on hand for our New Account process to make account opening flow smoothly.
Have fully prepared New Account folders ready to go!
What are the important pieces of information for the Complaint form?
Who, What, When, and Where
What are the 3 qualifications on the Premier Plus Checking Account?
What are some of the common Impersonator Scams currently being perpetrated by fraudsters?
Give at least 3
•Government Impersonator Scams
•Grandkid or Family Scams
•Romance Scams
•Business Impersonator Scams
•Tech Support Scams
Where can I note a customer’s interest in a product that we don’t currently offer, but may in the future?
Network Logs > Customers Looking for New Products
This action gives you the best opportunity to find out more about a customer and their needs.
Ask Questions, get to know your customer and what is common for them.
When should a complaint form be forwarded to your supervisor?
Immediately
What are the tiers for the Premier Plus Checking Account? (Both Balances and Rates)
What are some of the Customer Behavior Red Flags that may indicate a scam?
Give at least 3+
•Unusual urgency
•Unusual payment requests
•Discouragement to talk about reason for transaction
•Inconsistent Stories (lacks detail, details change, too perfect)
•Nervous or coached responses
•Sudden large transfers or withdrawals
What are the top 2 questions to fit the customer into the proper checking account product in an account opening conversation?
This is Stefanie's #1 re-occuring pet peeve
Using cell phones on the front line while customers are in the building