NAME THAT ARTICLE
In which PP article can I find the following information:
Verification required to Whitelist a customer's phone number in P2P
"Verification Overview" or
"Zelle- Whitelisting a Phone Number"
In addition to receiving "CSST breaking news" via email it can also be found under the "news" heading on the Pinpoint home page
TRUE
Under what menu option would you find the "dark mode" feature?
Preferences
What are the offer dates for the Barnes and Nobles bonus?
September 2, 2020 - October 31, 2020
Karen calls in and states this is her third time calling and she still hasn't received her debit card.
We apologize for the inconvenience and high verify Karen so we can expedite her a new card to the address on file.
Yes- We should have escalated the call to a Net Promoter per the escalation trigger of multiple calls to resolve the same issue.
In which PP article can you find the handy guide outlining different self-service options.
"Digital Self-Service Guide (Direct)"
To determine a customers eligibility for a 360 Checking account Capital One performs a Consumer Reporting check.
TRUE
Under what heading can favorites and recently viewed articles be found on the Pinpoint home page?
"My Content"
If a customer reports they authorized or made a purchase during the 90 spending window for the CHECK100 or Barnes & Nobles offer and it posts after the 7 day grace period should you submit a BEST case for an exception?
Yes, article- "Bonuses- Exceptions"
Sally call is calling because she lost her debit card while on vacation. You expedite her a new card to the hotel where she is staying because she came through the IVR ANI- TRUSTED.
Yes- OTP verification required to mail card to alternate address
In which PP article can I find the following information:
When requesting money with zelle how will an unregistered user receive the request?
"Zelle- Request Money"
Setting incorrect expectations about a customer's exception approval may result in a BCB
TRUE
On the home page of PP, where can you find a short cut tool to help narrow your search?
"Common Topics"
For the CHECK100 bonus offer, when is the earliest day we are able to submit an exception request?
20 days after the 90 day spending period.
Glenn is calling in to get the current APY on his 360 Performance Savings account.
We quote the APY: "As of today's date the 360 Performance Savings has a variable Annual Percentage Yield of 0.65% across all balances"
Would this result in a BCB?
No, The APY was correctly quoted.
In which PP article can I find the following information:
When emailing Workforce for a schedule adjustment what is the proper format that should be used?
"Contacting the Bank Workforce Team"
You are empowered to file a BEST case in the event you need to report an abusive customer under the option "NOT A COMPLAINT"
FALSE - the case trigger would be "Escalation deemed necessary by associate"
What button would you use to directly email a colleague a PP article?
"Share"
Raymond calls in stating he could not find a bonus code listed for the existing customer bonus but did deposit the required funds. Should we submit an exceptions request since he forgot to use the code? What are the proper expectations?
NO - We should let Raymond know that the existing customer bonus did not require a promo code and the bonus will automatically post after the required funding period.
We performed high verification but failed to document verification in notes.
YES
In what article can you view the comparison between a traditional retail customers experience vs. a migrated digital first customers experience?
"Retail Digital First Migration - Product Comparison"
A customer who's account was migrated to a Simply Checking account will receive a new 360 debit card and have full use of the Allpoint fee free ATM network.
FALSE
Where can I find a short cut to the agent to agent password?
More tools (the waffle)
A customer opened a new 360 PSA on May 5, 2020 with the bonus code SCORE500 and funded the account on May 11, 2020.
When does the 60 day period for the bonus to automatically post begin?
08/13/2020
Terrance calls in to have a wire completed manually because he's not comfortable initiating one online.
We verify Terrance via OTP but notice that his phone number has only been on file for 33 days and inform him that for security purposes we require the phone number to be on file for at least 45 days.
NO- the correct expectations were set.