Resources
I would use this to pull up my customer account to verify balance information, transactions and if there are any restraints.
What is CPS
This term is used to describe an act of deceit designed to illegally or unethically gain at the expense of another.
What is fraud.
The 'CARE' part stands for connect with empathy, assess needs, resolve inquiry and the E stands for this:
What is end on a positive note.
I have to be this age to be able to open my own account without a parent/guardian.
What is 18.
The process of shutting down a debit card when the customer has either misplaced it or identifies fraud on their account.
What is Lost/Stolen.
On each and every call I can use this to look up articles on how to perform certain functions as well as see what is trending and what has recently been published.
What is Knowledge Now.
The act of endorsing a service/product to a customer and then transferring to Growth.
What is a referral.
The time during the call where we say "Thank you for calling M&T Bank. My name is. Whom do I have the pleasure of speaking with today?"
What is the greeting.
I have this many types of checking accounts to choose from.
What is 4.
We call it this when we stop servicing a customer due to "red"/"yellow" flags or when authentication fails. A customer is then referred to a branch.
What is denial of service.
While I don't actually 'talk' when using this resource, but I do have the ability to provide feedback on what can be done better to service our customers as well as provide solutions.
What is MyVoice
When looking at the account titling, I know that 'JNT' stands for this.
What is Joint.
Throughout the interaction we use this to express care for the customers situation and help us understand what the customer is feeling.
What is empathy.
I am constantly using a non-M&T ATM to get money out. I have one of these two checking accounts available where M&T will not charge me.
What is MyChoice Plus or MyChoice Premium.
I love talking about Posting Order to my customers as I get to tell them that this always posts to their account first before anything else, if applicable.
What are credits/deposits.
A 'technological diplomat' of sorts. I can be used to send an email to my customer on how to perform actions on our app or website such as enrollment, resetting my passcode and locking my debit card.
What is Digital Ambassador.
No need for an argument. This occurs when a customer notifies the bank of an alleged problem or other error relating to an electronic transaction performed on their account.
What is a dispute.
The two different types of transfers used when needing to refer the customer to another department or specific individual.
What is Blind (cold) and Consult (warm).
I might be beneficial to some of my customers as I do not charge a fee for having this type of checking account.
What is EZChoice Checking.
As the call dictates, we can 'command' to use this resource and view customer statements when 'requested'
What is OnDemand.
I'm not going to a tropical island when using this resource to schedule appointments for my customers to step inside of a branch and get servicing done without having to wait.
What is coconut.
A customer's debit card will be placed in this status when it has been reported lost/stolen. Not necessarily when it's been in the over for 30 minutes at 350 degrees.
What is hot.
Terms such as CPS, IVR and Financial Crimes might be considered this and should be avoided when talking to our customers.
What is jargon/bank jargon.
MyWay is great for those who do not want to overdraft their account. But my customer has to do this in order to waive the monthly maintenance charge.
What is have one or more transactions each monthly service cycle such as a deposit, withdrawal or debit payment.
Thank goodness I have this tool available for me to use in order to see check images that I cannot see in CPS - those checks that have cleared greater than 3 months ago.
What is CTA.