GUARD!
What is the maximum amount of challenge questions we can ask?
What is 3
When assisting a client with USER ID/Password reset what should be our first step after authenticating?
We should ask probing questions and ensure the client is aware of self-service options in full. Refer to PRO 9272
What causes reward forfeiture?
What is the account not being at 0.01 or more, acct being restricted or closed in any way
What do we do if while submitting a complaint the client request a follow up?
What is connect with CFS
What does see the client mean when we think about excellent client experience?
Bonus tip: you and your teammate role play excellent client experience for 25 purpose points a piece
What is to call out the emotion the client is feeling. (i.e client is calling in due o the debit card consistently declining. you respond "I am so sorry that is happening i know how frustrating they must be")
You are allowed to confirm whether a challenge question answer is accurate or not? T/F
What is false
What is the cut off time for mobile deposit under standard availability?
What is 9p ET (M-F)
Encourage clients to check their email periodically for an enrollment verification email from Truist Offers throughout the ___ business-day timeframe.
What is 10
What does L.A.S.T stand for?
what is Listen, apologize, solve and thank
What is a mandatory act required at the end of your call that helps us elevate the client experience?
What is recap name and services
When asking transaction related authentication questions we must ensure the amount is within __ dollars and ___ days
What is 10 dollars and 10 days
What is a mandatory step when enrolling a client in OLB?
What is HRA is required
What is a qualifying direct deposit?
what is... electronic credit (greater than $5.00) deposited into your new checking account via ACH. Person to person payments (such as Zelle®), Real Time Payments (RTP), pre-authorized transfers made from one account to another, or deposits made via a branch, ATM, online transfer, mobile device, debit/prepaid card number or the mail are not eligible direct deposits.
Up to how many OD/RI are allowed to be eligible for a spending limit increase?
What is up to 6
What are some best practices to improve efficiency and reduce complexity and misunderstandings with a client?
Reiterate the need and ask probing questions with confirmations of understanding or next steps
Can we can ask the original loan amount for a MTG only client to authenticate?
What is NO.. MTG have authentication questions specific to that LOB
What is the turn around time for reset passwords on the following methods?
Email:
SMS/Text:
What is 72hrs(email) and 10 minutes(Text)
What should we do on each and every PROMO inquiry call?
We should educate the client on all necessary requirements of the promotion to ensure we are in compliance and remain transparent
What is required after refunding other fees (outside of OD/RI)
What is Leave a CIF comment with details regarding the refund processed
What should we avoid when we think about elevating and providing an excellent client experience?
What is being transactional and jumping straight into problem solving
In what cases can we ask challenge questions in lieu of HRA?
What is nonresident aliens and internation clients
What is the minimum age for an OLB profile?
What is 13 yo refer to PRO 8269 step #5
AS A DOUBLE WHIM WHAMMIE.... WHAT SHOULD YOU TRY TO PROACTIVELY EDUCATE THE CLIENT ON WITHIN THESE INTRODUCTION TO TRUIST CONVERSATIONS?????
WHAT IS: ENSURE THEY ARE EDUCATED ON THE TRUIST ONW CHECKING ACCOUNT. YOU ARE THE EXPERT :)
Scenario: I am a 35 year old woman making 5800 a month in direct deposits and want to open a Truist one checking account. Tell me how I can avoid the fee?
What is ... Make $500 or more in total qualifying Direct Deposits1 per statement cycle OR • Maintain a total combined ledger balance2 of $500 or more in your Truist related accounts3 across personal deposits (excluding Truist HSA) and all investments as reflected on the business day before your statement cycle end date OR • Have a personal Truist credit card, mortgage, or consumer loan including LightStream® OR • Have a linked Small Business Checking Account4 OR • Primary client is a student5 OR • Primary client is under the age of 256 or age 62 and older ***WE MUST READ ALL THE REQUIREMENTS REGARDLESS IF WE THINK IT APPLIES OR NOT***
Outside of apologizing what are some other ways to build rapport/deescalate with our clients?
What is....relatability... asking how they are doing... making them laugh... any small banter