NTB-Cohort 3

Credit Card

100

^{What are some ways we can identify an RBC Credit Card?}

^{The RBC LOGO}

^{The BIN number}

^{The Chip}

^{The Expiry date}

^{The Pay Pass logo}

^{The Visa Logo or  MasterCard Logo}

 ^{Clients Name}

200

^{How many digits does the credit card have?}

16

300

^{Who else can be on the credit card besides the primary client?}

^{Co-Applicant and/or an authorized user}

400

James got his credit card in January 2025, until when will his credit card be valid?

End of Jan 2029

500

^{What are some benefits credit cards offer?}

^{Low interest rate, cash back or reward points.}

TRAN ID

100

Which screen is your working overview screen/ can input action and result codes on this screen?

WCAD

200

Which Tran ID allows an overview of the client account?

ISCA

300

Which one allows general notes and important notes (2)?

AAME and MAMM

400

Which Tran allows collector to check to see if client has insurance?

IAIR

500

When another agent is locked in an account on TSYS what Tran can we use to exit?

MAQI

Probing

100

What is a probing question?

- It is an open-ended question that prompts the client to think

- You want to generate a reflection not a reaction

- A probing question does not have a right or wrong answer

200

When do we probe the client?

Near the beginning of the call, but NOT as the first question

300

What type of questions are probing questions?

Open ended questions

400

What type of tone should you engage the client with?

- Confident

- Empathetic 

- Assertive

- Polite

- Professionalism

500

What two kpi's can probing affect?

PTP's Kept & Dollars Collected

Balance Protector

100

Is there more than one type of balance protector?

NO

200

What is balance protector?

BalanceProtector is an optional insurance coverage

300

Who is not eligible for balance protector?

The following RBC Royal Bank credit cards are not eligible for BalanceProtector coverage:

• ·  Corporate cards
• ·  Business cards
• ·  Expense cards
• ·  Non-Canadian currency cards
• ·  18 to 64 years of age.
• ·  A resident of Canada.

400

How do you verify if a client has balance protector?

IAIR

500

How is the premium for balance protector calculated?

The monthly premium for BalanceProtector is calculated on the outstanding account balance as of the statement date at a rate of $1.20 per $100 (plus applicable taxes).

Email Etiquette

100

^{What are the various recipient lines and what do they represent?}

^{'To’ – This field will allow you to select the recipient that you will be addressing this email to.}

^{‘Cc’ –  Carbon Copy - Secondary recipients, the individuals you would like to receive a copy of this email for their reference.}

^{’Bcc’-   Blind Carbon Copy - allows the sender of a message to conceal the person entered in the Bcc: field from the other recipients.}

200

^{What are some pieces of information do we encrypt?}

^{- Credit Card Numbers}

^{- DOB}

^{- Name}

^{- Bank Account Number} 

300

^{Jack sends and email to Jill with information that requires an immediate response, what type of email did Jack send?}

^{A time sensitive email}

400

^{What is the difference between "Reply" vs "Reply all"?}

^{- Use “Reply” when you want your message to be delivered to a single person in an email thread.}

^{- Use “Reply All” when you want your message to be delivered to every contact on the thread, including the CC, BCC, and To recipients}

500

^{Kris got an email from a gmail account that is asking him to reveal his card information to purchase a family day t-shirt, what type of email is this?}

^{Phishing email}