Own It/ 3rd Party Fees

Own It

100

What are the 4 things we MUST understand when handling an OWN IT call?

• The client’s journey
• How to use the desktop tools
• What it means to take ownership
• How to get help when needed

200

Besides the Own it philosophy, what else does Own it cover?

• Leverages desktop tools and information.
• Uses active listening to understand the client's request and determine root cause.
• Understands how many times clients have called or been transferred.
• Determines what additional information is needed to resolve the request

300

What is the definition of Taking Ownership? 

Take ownership exhausts all resources to thoroughly resolve the client’s need with a sense of urgency.

400

How many number of calls must we see in ERICA within the last 72 hours for us to consider it a OWN it call and use the chat templete?

4

500

Do we need to fill out the OWN IT chat template if the client has 11 calls within 72 hours but we need to transfer to a fraud team? 

YES..

Side ping required even if resolved.

Party ID:

Client’s Name:

Last 4 of Acct/Card:

Number of repeat calls:

Client call reason:

Are previous calls related (probe):

If not related, what did previous calls pertain to?:

What did you advise/ steps taken?:

3rd Party Fees

100

How many different Acceptable Scenarios examples are there for BofA to review a fee request?

total of 5

200

What are the different things needed in the Comment Details box before submitting the fee request? 

• A complete and accurate description of the bank error that occurred.
• The type of fee that was charged.
• The name of the third party that charged the client fee.
• The documented Synergy Client Alert that caused the external fee, when applicable.

300

Give me one Recommended talking point when delivering a pending decisions message. 

• This request is pending further review. You will be notified of a decision within two business days. May I please confirm your email?
• Thank you for the information today. I have submitted this request and it’s pending further review. A decision will be made within two business days.
• This process ensures accuracy and consistency. You’ll receive a final decision by email within two business days. May I please confirm your email as [client’s email address]?