Open / Authenication
What is the mandatory disclosure when authenticating a customer?
“For the security of your account, please provided your DOB and postal code”
How do we determine what type of customer we are dealing with? (Willing, Vague, Unwilling/Unable)
By stating the Facts on the Table and asking ALL Diagnostic Questions.
What is the mandatory disclosure when updating account information?
"To ensure we have the most accurate contact information, can you please provide your full mailing address, phone numbers, and email address"
TRUE or FALSE: AET/Bridging are only to be utilized after stating the Facts on the Table.
FALSE: AET/Bridging should be utilized at any point in the call when there is an opportunity
TRUE or FALSE: When verifying the CIS profile, it is ok to provide the customer with a work number we have on file if they are not sure what it would be.
FALSE: We can only ASK , not TELL during any of the CIS verification
2 Security Questions much be asked to verify customers on ________ calls:
a. Inbound
b. Outbound
c. Validation Job
d. All of the above
e. a & c
e. a & c
Security questions are required for Inbound calls and the Validation Job
TRUE or FALSE: If a customer states that they can pay the full arrears amount in 10 days, we should just gather the WAM and enter the PTP.
FALSE: We need to ask for a partial payment today and Raise the initial offer with a WIIFM (payment sooner)
If the outcome of a call leads to NO solution, what must you recap to the customer?
Expectations/Mission for the customer with call back date
TRUE or FALSE: If a customer mentions that they lost their job 2 months ago and do not seem emotional in the call, Bridging is NOT required.
FALSE: Bridging is required if any hardship situation is mentioned regardless if the customer is emotional or not
After how many ID fails would we have to direct the customer to the Branch to Verify in person?
3
Open an OUTBOUND Call for a customer named "John A. Doe" with a delinquent Value VISA.
Hello, am I speaking to John A. Doe?
Thank you for verifying. My name is _____, calling from Scotiabank regarding your VISA.
*PAUSE & move to Facts on the Table*
State the Facts on the Table and Diagnostic Questions.
1. You have a total amount due of $_______. Can you pay that today
2. How much can you pay today?
3. When can you pay the remaining $______?
Provide 2 examples of how to create urgency with a WIIFM.
"Please ensure your future payments are made on time to avoid any further PHONE CALLS"
"Please ensure you fulfill these arrangements to prevent further CREDIT IMPACTS"
"It is important to make this payments to avoid any further FEES (interest, over limit, NSF)"
"Please ensure that these arrangements are kept to avoid assignment to a 3rd Party Collection Agency/Repossession company/Law Firm"
Give 2 scenarios where AET would be used.
Time "Busy now"
Responsibility "Spouse Pays"
Tense "Sent/Going to"
Lines/Nothing to talk about "I told you"
No Statement "Will pay when I get my bill"
After recapping an arrangement and asking "is that correct?" the customer responds "I'll try my best/I think I should be able to." What should you do?
Challenge the Tentative voice to firm up the arrangement to prevent a Broken Promise
Using People & Places, what information is required to verify an internal BNS employee?
- Employee Number
- Full Name of the Employee
- Supervisor Name
- Transit Number
**If BNS employee is transferring client, we must ask if customer has been fully verified
Give a 2 examples of each:
1. Regular source of income
2. Other source of income.
Regular Income: Payroll, EI, Disability, Pension, Other household income
Other Income: Investments, Savings, RRSP, Borrowing funds from friends/family
If you are able to establish a FULL solution, what must be included in your recap? (4 things)
1. When (Date)
2. Amount
3. Method
4. Confirmation statement ("is that correct?")
A customer tells you that they are at work right now and about to head into a meeting in 5 minutes.
Demonstrate how you would utilize the AET skill.
TIME: I understand that your time is important. PAUSE. If I can have a few moments to establish arrangements, it will prevent any further calls and save you the time to call back
If the customer is unable to provide either their DOB or postal code, what are 3 secondary ID questions that we can ask for?
o Location of home branch (for product being discussed)
o Other Contact Numbers (work or mobile)
o Other products they might have
o Email Addresses on file
o Last 3 numbers of birth certificate
Open an INBOUND Call with the following account details.
Customer Name: John Alex Doe
DOB: 01/01/1991
Postal Code: A1B 2C3
Thank you for calling Scotiabank, my name is ___, can I start off with your phone # or account #?
Can you provide your full legal name (including middle name/initials)?
For the security of your account, can I get your DOB and postal code?
Thank you for verifying. I see here that you have a [Product Type] with us.
*PAUSE & move to Facts on the Table*
A mission to call back should only be created AFTER we have determined ______ and ______ sources of income to cure the account or offer a _______.
Regular; Other; Program/CAT
Demonstrate closing a call with the following FULL SOLUTION (ALL STEPS):
Date: July 15th
Amount: $100
Method: TD Canada Trust online
ACCOUNT UPDATE: "Before I let you go, to ensure we have the most accurate contact information, can you please provide your full mailing address, phone numbers, and e-mail address?"
CREATE URGENCY WITH WIIFM: "Please ensure that you make the payment to avoid [insert WIIFM]"
RECAP WITH CONFIRMATION: "Just to recap, you will be making a payment of $100 on July 15th via TD online. Is that correct?"
THANK CUSTOMER: "Thank you for your time"
A customer tells you that they are going through a messy divorce resulting in unexpected legal costs that has caused them to fall behind.
Demonstrate how you would Bridge the customer.
ACKNOWLEDGE: "I can imagine how tough that must be to have unexpected expenses especially while dealing with a divorce.
PAUSE.
REMOVE ISOLATION: Scotiabank has assisted many clients in similar situations.
TRANSITION: If you can just give me a moment, we can look into some options for you to potentially provide some financial relief
Demonstrate the closing of a call with the following PARTIAL SOLUTION (ALL STEPS):
Arrears: $200
Date: July 15th
Amount: $100
Method: TD Canada Trust online
Mission: Speak to family to borrow remaining $100 and call back by July 15th
ACCOUNT UPDATE: "Before I let you go, to ensure we have the most accurate contact information, can you please provide your full mailing address, phone numbers, and e-mail address?"
CREATE URGENCY WITH WIIFM: "Please ensure that you make the payment and call us back to avoid [insert WIIFM]"
RECAP PTP & MISSION WITH CONFIRMATION: "Just to recap, you will be making a payment of $100 on July 15th via TD online and will be calling us back by July 15th to provide an update on your ability to pay the remaining $100. Is that correct?"
THANK CUSTOMER: "Thank you for your time"