Client Engagement
What is our main purpose when working with our clients
Help clients make the most of their money to make the most of there lives
When a client wants to schedule a meeting thru chase.com or Chase Mobile and a branch is closed , the first availability is when
2 Hours after open
Which section of the relationship management cycle site would you find scripting for leads ?
Engage Clients by phone
What is the strongest driver of OSAT
Wait time
How often should you inspect the Key and Combo Tool for alerts?
Everyday inspection of this tool
As a BM you observe a banker come out of a one hour scheduled call block , with 25 calls and 10 contacts , but no other activity. What part of the client central 4 point coaching strategy do you focus on
#3 Creating enough meetings from our calls
Within our client central segmentation, you see 3 half filled circles , what type of relationship is it ? What % of wallet do we have
Grow Relationship and 10% - 50% Captured wallet
Daily Double (What's are the stages of the RMC)
Engage client, Discover Needs, Tailor Advice & Solutions and Manage Opportunities
What is the 3Q score for the Long Island Region
84% OSAT
What is the most common identified and controllable Branch Review driver in the Long Island Region?
Not securing Customer Sensitive information and Branch Entities
Your observing your banker on a scheduled call block and the banker is looking for potential clients to call. Where was a break down in the 4 point coaching strategy
Plan of the day
Within our client central segmentation, you have 2 circles the client is considered what ? What potential wallet do they have
Emerging affluent and 100k to 500K
What time does activity and conversion dashboards update
11 am Est
How many questions are asked in the OSAT Survey?
5 are sent
What Information do we need to confirm with existing business customers?
Annual Revenue and if suppliers/vendors have changed (business)
When is the earliest a client can schedule an appointment when scheduling during branch hours
Next Business day
Where can you find out if your bankers are closing leads without attempting client outreach
My Branch Tab in portfolio leads worked by banker.
If your banker is spending too much time in between making calls during their call block and not making enough dials, what tip sheet could you use to help
Prepare before dialing checklist
Average OSAT when clients are simultaneously greeted, thanked AND called by name
90%
What KYC info do we confirm with our existing consumer customers?
Income, Employment & Update KYC/CIP (if applicable)
Just like your physical and mental health, good financial health is an essential part of living a full and balanced life. We are committed to making sure YOU have the best tools to achieve your own financial success.That’s why we developed a new Get Financially Fit program. How many simple courses are offered to take charge of your financial Future
6 courses , 3 courses available now
If you have a banker in licensing and you do not want the client to be able to schedule a meeting with that person. What do you do
Go to the preference center in Client Central, and disable the meeting option
In this stage of the Management cycle you focus on adding value to the client relationship to earn trust and loyalty and you are helping clients reach their financial goals.
Manage Opportunities
What is Deliver consistently, Recommend ways to skip the line, Implement Effective Scheduling, Vow to go the extra mile, Everyone plays a role?
D.R.I.V.E
What is Name, D.O.B., Citizenship, Tax ID type and number, Primary ID type and number, Residential address & SSN/TIN
Beneficial Owners of at least 10% must provide