ZELLE
Can Zelle use a Savings account?
No
Where in Symitar can we enroll members into Promos?
General Account Menu> Marketing tab
Where do you go to find online wires?
Under Transactions, select To Process and search Wire Transfers
If a member did not write 'For Canyon View CU Mobile Deposit Only" can we accept it?
Technically No. However, you can look at other deposits made and check 5 points of negotiability.
How can you Empower agents over the phone?
Words of Encouragement and Praise
Name 3 accounts that are not eligible for Zelle.
Business, Association/Non-Profit, 1st 30 days of new account, Minor Accounts, etc.
How does a member earn the $100 in the Student $100 Promo?
They receive $50 when they open their account and another $50 when their account has been open for 6 months and remained in good standing.
How do we complete a Business Enrollment in Q2 Central?
Go to Groups & search Group 12. Find Business, fill out all information, and link their accounts.
Name the 5 points of negotiability on a check.
Date, Payee, Written Amount, Signature, and MICR Line
Name some creative methods for helping Educate an agent over the phone.
Screen Sharing, Ask them what they think, etc.
How do we change the service level in Zelle and what needs verified?
Select Change Service Level in Zelle back end & ensure member knows who they are sending the money to.
What's the max amount a member can receive on the 2nd time using the Pay for A's promo?
$20 A=$2
FREE POINTS TO EVERYONE!
300 TO EVERYONE!
What's our limit on check holds we can release?
$10,000
What does it mean to engage with the agent on a Help call?
Have a positive attitude, build trust, make a personal connection, actively listen.
How do we remove a fraud status from a member's Zelle account?
Verify the transactions and call Fraud
How can we apply pay outs on Promos to a member's account in Symitar?
General Account Menu> Marketing> Select your Promo, select to apply payout and enter amount.
If a member's OB account shows no accounts or a few accounts are missing, where all should we check to find the problem?
Q2 Central under the User's tab, check if account is linked OR CSR Assist, check that the account isn't hidden.
If a member deposited a check in branch earlier this morning and is now calling to get the check hold released, can we release it?
It depends. Ask Questions. Can we get the check image? How much is it? How much do they need?
Name all 4 E's.
Engage, Educate, Experience, Empower
How do we troubleshoot when a member's Zelle pulls up a blank screen/unknown error?
No special characters on account, Verify the zip code is accurate, Trust accounts- check user level in Q2
Where can you find how a member earns all $500 in the New Member $500 Promo?
The Ridge> Marketing tab, or the Website
Where do we access Message Boards? List 5 things we CAN do over Message Board.
Select Secure Messaging under the Communication section. Activate Cards, Close Accounts, Send New Card, Provide Account Number, Provide Payoffs, etc.
Name all the batch posting times for MCDs.
Saturday
Scenario
9:50 am, 12:30 am, 4:00 pm, 8:00 pm
How can you use your Experience as an agent to help agents that call the Help Line?
Remember what it felt like to be new, Understand the stress or confusion they may be feeling, Show them Empathy, etc.