1
Name all 4 checking accounts BofA offers?
1. BofA Advantage Safebalance Banking for Family Banking
2. BofA Advantage Safebalance Banking
3. BofA Advantage Plus Banking
4. BofA Advantage Relationship Banking
What is the MMF for the Advantage Savings account?
8.00
What is Balance Assist?
Balance Assist is a small dollar, short-term loan for Consumer clients that can help them manage unexpected expenses. This product is only offered through our digital channels (Mobile and Online Banking)
Which accounts can not be enrolled in balance connect for overdraft protection?
1. Bank of America Advantage SafeBalance® for Family Banking
2. Bank of America Advantage SafeBalance Banking®
What is the MMF of the regular checking account?
14.00
What are the BofA Rewards tiers, from lowest to highest?
Member, Preferred Plus, Preferred Honors, and Premier
What product does a client need to have to be eligible for BofA Rewards?
Checking account product
Is BofA Rewards something clients have to sign up for, or is it added automatiy?
The client joins BofA rewards
After a client joins BofA Rewards, how long does it usually take for their benefits to start?
30 days
If the client is not enrolled in BofA Rewards, what would be the approved talking points?
•There is no fee to participate.
•You can get more benefits and rewards on your everyday banking
What is the name of the Solution Center path that would help you identify what requests you can assist with on the alternative product?
Deposit and Credit Card Inquiries Job Aid
What is the definition of a complaint?
Concern or grievance regarding a bank product, service or employee conduct
How many tokens can be failed for authentication?
3 tokens
If the client fails all 3 tokens, what should you advise the client?
Call back within 24 hours or visit the financial center with two forms of ID
What is the name of the solution path you will need to have shown on your screen at all times?
Authenticate a caller
What system do we use to verify a BofA employee?
Associate Verification System (AVS)
Do we provide the call recording disclosure to a relay operator?
No, only provide it to each person that joins the call other than the relay operator
What is the relay service used for?
It is made for clients with a variety of disabilities, such as those who are deaf or hard of hearing and clients who have speech impairments. They may choose to use a relay service to communicate over the phone
How long is a temporary passcode good for?
•30 days when provided for online/mobile banking enrollment
•Three hours when provided for any reason other than enrollment
What delivery options are there for the client to receive an authorization code?
•If the client has an eligible phone number, they will be prompted to select Text message or Phone call to receive their code. In some cases, they will be asked to also provide their Bank of America debit card / ATM PIN.
Note: Clients may click the Having trouble receiving your code by phone? link to see the Email delivery option.
•If the client does not have an eligible phone number but does have an eligible email, they can receive their code through the Email delivery method; however, in some cases, they also will be asked to provide their debit card PIN or credit card security code and expiration date.
•If the client has no eligible phone number or email on file, they will need to contact the bank for a new authorization code.
What are the situations in which an authorization code would be needed?
•Certain Zelle® payments
•Forgotten user ID / password
•Locked password
•New debit card or credit card order
•Debit card unlock
•Bank account linking to a third-party website or mobile application (app)
What must we verify before providing a temporary password?
The clients email
A clients says she is receiving the following error message: “Online Banking is not available at this time. Please call us at 1.800.933.6262.”
How will you resolve the issue?
If the client doesn’t have time to be to call the BofA Rewards Center, it’s ok to share additional details about BofA Rewards beyond the talking points. True or false?
False
You are discussing fees with a client and mention BofA Rewards as one of the available payment options. The client does not ask follow-up questions or express interest in becoming a member. However, based on your assessment, you believe joining BofA Rewards would benefit the client. In this situation, it is appropriate to proceed with the approved BofA Rewards talking points. True or False?
False