+1 Advice
What are the banking benefits? (must provide all 6)
Save Money, Save Time, Make Money, Flexibility, Convenience and Peace of Mind
Can we say the following : " I would really appreciate if you have some time to fill out the survey and if you feel like I did exceptional, please give me a 10 score"
No. We can not probe or influence our customers to give a specific score.
Can we discharge Mortgage or Heloc over the phone Yes or No & why; Tell me how you would set the expectations…
No, we can only pay down but not discharge. That would need to be done in Branch.
Customer made a lump sum payment of $15,000.00 today to their MTG over the phone channel they decide to change their mind they call back the next day. Can we reverse?
§YES! Same day reversals can only be completed if the lump sum payment was initially submitted by Contact Center
A customer wants to pay off and close their Heloc/Flexline Term. They are in regular renewal cycle. What do we advice?
Yes we can! Since the term closure doesn’t lead to/need a HELOC/Flexline Discharge. It is basically like Paying off and closing a FRAO.
True of False: A customer calls in to the phone channel to take advantage of a LOC limit increase, we still need to offer APA.
False, APA is offered for NEW BUSINESS
What is the Business LEI Action Plan? (must provide at least 4 points )
Utilize Make it personal + HEAT model.
Can-do statement showcasing confidence and display knowledge.
Replace Negative news/info with positive language and tone.
+1 advice + FCR – make banking easier, offer all the solution that cx can benefit from.
Branded Closing = Recap + Survey scripting along with "I'd appreciate your rating for my service and interaction today." + Loyalty
Customer calls in to inquire about a letter they received about mortgage property tax and why TD is not paying it anymore
Best explaination wins
True or False: A Guarantor on a MTG cant request a Payment Vacation/Pause or Extension. Please explain answer.
Answer in procedural rules Note: A guarantor is not a mortgagor and cannot request the Payment Pause, Vacation or Extension.
TRUE OR FALSE: A HELOC has a Plan Limit which is different then the credit limit?
FALSE – A Flexline has a plan limit, and this plan limit , once payed down, will eventually equal the credit limit.
IF a customer calls in to lower their payment amount on a MTG since rates went down. Why would we recommend to keep payment as is?
More of the payment will go to principle balance and thus help pay off the MTG quicker.
What are the 5 Attributes LEI is scored on? (Must provide all 5)
Was Knowledgeable
Communicated clearly
Understood your needs
Went beyond your initial needs
Ease to complete request
Customer is asking how many times we pay their property tax bill to the municipality, they are asking why are we taking the payment every two weeks if we only pay them ___ a year. What screen can we check to see those payments?
MTG, MTGE (1) à MTG,MTGE (4) à mtg # à F8 next page look at previous dates that took place find patterns explain it to the customer
IF MTG Pause/Vacation/Extension is not an option as customer got denied/declined/used it in the past etc./maxed out… what are your options left– how would you have those tough conversations with the customer
Best answer wins
When are amendment agreements mailed for Heloc/Flexline Term LSPs ? What factors into this?
Amending agreements for lump sum payments are mailed out on the 1st and 15th of each month
•Lump sum payments made between the 1st and 14th are mailed on the 15th
•Lump sum payments made between the 15th and last business day of the month are mailed on the 1st
A customer wants to apply for a First Class Travel Infinite Visa Card, but doesn’t meet the income requirements, what else can we consider for the customer to be eligible?
Do you currently spend $15,000 or more each year on your Credit Card account(s)?"
Do you have assets (Investments) under management at this or another financial institution of $250,000 or more?
How Much weight does LEI have on your role/rating/ranking? (looking for %)
Part 2: Why is this important
50 %
Vacation/Shift Bidding, as well as annual bonus payout
How can you calculate deferred interest per payment on a Flexline Term Portion.
current Accrued Interest- accrued interest from last payment date
Customer wants to apply for ODP increase but no pre-approval / No C3 offers, can we proceed? If yes why? If no why?
No, contact center doesn't do them
If the Voiceprint tool says Failed (RED) however you can hear a lot of background noise and other voices; can you reset it?
No; if there isn't already a G01/A01 on file and the cx didn't call through the mobile app – ask them to try calling through that from a quieter location
If there is no existing G01/A01 then you are good to go
If a customer wants a limit increase on one of their 2 current credit cards, but doesn’t have a pre-approval, and doesn’t want to do a credit application, what can we offer?
We can offer to Combine the limits of the Credit Cards (if they meet rules/qualifiers)
Procedure : Products & Services › Borrowing › Credit Cards - Professional Lending & Advice> Credit Card - Combine or Split Credit Limits
You provide survey education, customer says YES, they will fill it out, but you do not get a survey from your customer, what might you have forgotten to do?
Confirm they have an EMAIL on file
In what scenarios can a customer switch from a rapid to regular payment but have a lower payment amount? Name 2
1) Cx is in a variable term and the interest rates are now lower than when they locked into a rapid paydown option.
2) Cx is ahead of their amortization schedule due to their rapid payments and/or LSPs. This allows them to have a lower payment amount.
What screen do I go on to check for previous MTG pause/vacation/Extension used in the past?
MTGE, MTG A25 option 2
Are we allowed to take lump sums from a TFSA account to a HELOC ?
Yes