Moments Matter/Client Experience
Who or what is our enemy?
Inconsistency
Authenticating our client is part of which step of the Relationship Experience Model?
What is our preferred method of authenticating clients?
How does a client become a relationship household?
Have primacy (5 transactions) on a checking and have a plus one solution (savings or credit)
You have an issue with a system not working properly. What team should you call?
Technology Service Desk (TSD)
What does the HEART acronym stand for?
Hear, Empathize, Apologize, Resolve, Thank
In which step would we use our relationship benefits statement to position solutions that can help our client?
Carry Out
What is our goal for RRM (risk) for Red Key?
By avoiding these never behaviors, we can be proactive through owning it and focusing on a solution to drive relationship households.
Be an order taker and allow mediocrity
Before we submit an escalation via OYD, it is important we assess these 3 R's
Relationship, Risk, Right Thing to Do
The never that matches to "Be Curious" is what?
Never Assume
This step is where we would position and complete a Financial Wellness Review
Clarify
What is your second drawer cash limit?
$4,000
End of May
You have a wire request on an account opened less than 30 days. Which team helps review and approve these requests?
Centralized Retail Support Team (CRST)
Name two of the 3 South Valley teams that achieved 100% (Service Excellence Award) in Client Experience in Q1
River Road, Harrisburg, Eugene Main
This heart sub-pillar envelopes every step of our Relationship Experience Model
Care: Empathize & Build Rapport
What is a banker or lead teller's standard supervisor override authority limit?
$250,000
As part of being a relationship client, clients receive up to what % discount on lending solutions?
1% rate discount
You notice there is a facilities issue that needs immediate attention. You submit a routine service request, but unfortunately you learn the SLA is this many days.
30 days
How do we calculate Net Promoter Score?
Promoters (9s and 10s) minus Detractors (1-6) for the question "how likely are you to recommend KeyBank to friends or family?"
In order for us to avoid being an order taker, it is important we _____ back to clarify after completing a transaction or service request to ask additional questions around any clues or cues we noticed.
What is the correct ownership (CUAC) code for a trustee when they are a trustee/grantor for a living trust (revocable)?
LTE
What report AND tab should be used to track Relationship Household results weekly for both branches and bankers?
New Account Relationships Household, Leadership view
These two sections under the appendix on the right of a keypro process can be very helpful to finding answers or more information
Rules and Guidelines