What's the Process?
What do we need to ask before sending a pin-drop?
The pin-drop disclosure.
How long can a member be on hold before it is considered a long hold?
3 min
Member x never got his debit card. Should we show empathy?
Yes
Advisor: What is your soc?
Is this professional?
No, we need to use social security number.
Does repeating what a member said count as active listening?
Yes, it shows we heard the member.
Can we discuss credit card info for a joint member that is not an authorized signer on the card?
No, credit card information can only be given to people on the card.
What is required when a hold ends?
Thanking the member for holding.
Member y's mom is in the hospital. Do we ignore this tough time for the member or address it?
We should use empathy.
What attitude should we have towards members to show we are professional?
A welcoming and casual attitude.
What is paraphrasing?
Restating what the member said in different words.
Should we proactively waive fees for a member?
No, the member must request it.
What are the two parts to asking a member to hold?
Explaining why they need to be placed on hold and obtaining permission from the member.
Is 'Uh Oh' an empathy statement?
No, it is not.
Advisor: Your HELOC is 10 days past due.
Is this professional?
No, they should use Home equity line of credit unless the member used HELOC first.
Member x says they are getting into their online account and to wait a moment.
Advisor replies that they have located the member's last deposit on the account.
Is this active listening?
No, we should have responded to the member showing we heard them ask us to wait.
Member x needs a new debit card, but has moved in the last 30 days. What are 2 things we should do when ordering the card?
Pin-Drop and verify the address.
When can we not place a member on hold?
They cannot be placed on hold before we know the reason for the call.
Member Z is selling his car and getting a new one. He is very excited. Do we show empathy?
Yes, empathy can be used in this situation.
What should we avoid showing frustration toward?
The member, processes, products, and systems.
If the member wants to confirm the hours for branch X and the agent replies asking if they meant branch X?
Is this active listening?
Yes, you can confirm what the member just said.
Do you have to read the loan payment verbatim including first and last name of a member?
No, but it should be close including last 4 of account #, payment amount and date it will come out of the account.
How many holds can be placed on a single call?
As many as needed to resolve the member's issue.
The member needs to make a transfer for their loan payment. What kind of empathy is needed?
None.
What do we strive to be to show we are professional?
Relatable yet professional in our word choices throughout the conversation with the member.
Is a response needed when a member makes small talk?
Yes, we need to stay engaged with the member to show active listening.