CRM
After every call you must enter what into CRM?
Interaction including how the caller was authenticated and why they called
Which two questions were recently removed from authentication?
- phone number
- when was your account opened
Which form do you fill out if someone has fraud on their account or potential fraud and which team does this form go to?
Corporate Security Form and this goes to Corporate Security Team
What product offered at CCS is a great place to keep important documents and valuable items?
Safety deposit box, only offered at some branches. Fee is taken out every year on Jan 01st, if a member is getting a new box mid year the fee is prorated.
Which system allows you to view why a members atm card might have been declined and where in the system would you find this?
Threshold under response code
What products sold require a product note to be entered?
- ODP, GIC, Reg products and visa cards
What system would you use to locate the last time someone logged into online banking or mobile app and where would this be found?
- Front office portal under Operations
Which team do you email to reduce temporarily increased ATM/POS limits? And where is the email found?
Contact Centre Team Lead Inbox
Advice Centre email templates
What product at CCS is best to give to member if you are purchasing a car?
Official Cheque, it is guaranteed funds and allows you to keep a receipt of payment.
Central One
When creating a complaint case what two documents must be emailed or mailed to the member the same day?
- Acknowledgment of Complaint letter
- Resolutions brochure
What is always first choice on authentication?
PAC
Which team do you email to schedule a callback at a later date? and where is this email found?
Contact Centre MFS Inbox
Advice Center Email Templates, commonly used templates, Commitment scheduled callback
Overdraft protection, $5 one-time monthly usage fee, high interest rate at 21% so members should not be staying in this.
In Apple pay the member will call us to link the accounts to the their apple wallet if they have updated their phone number or email address in our banking system in the last how many days?
When you enter a follow up date on an interaction where would you find this in CRM?
Home page under tasks
If you cannot authenticate a member what must be documented?
The questions asked and the callers replies
If a member had an e transfer stopped due to suspicious activity and they called back and confirmed it is legit, once you have confirmed this and verified the member who do you email?
FPA inbox
What is a good discovery tool to discuss members goals and help create the path to reach these goals?
Moneychat, completed once a year or at a major life event, send action plan once completed from within the moneychat.
What is the benefit of a TFSA?
Tax Free Savings Account, allows you to earn interest without having a T5 generated thus not having to pay tax on the interest income earned.
Where in CRM would you find the last money chat completed or if you wanted to start a new one?
NBA Tab
A good indication of who the caller is the caller ID, if the phone number on the system matches the one on file you are probably good, true or false
False, phone numbers can be spoofed.
Which team do you email vacation requests to? And what the are steps in doing this?
- Check vacation calendar if the dates are available
- Check with your manager
- Email contact centre scheduler and cc your manager
Which company handles our cheque orders?
Davis and Henderson
What are three times when a member should consider taking out funds from a RRSP?
Registered Retirement Savings Plan
- Lifelong learning
- First time home buyers plan
- Retirement