Trust
What does each letter of TRUST stand for? *Does not need to be in order
Tailor, Relate, Understand, Solve, Transparent
What should we be doing any time anyone mentions they are upset, displeased, annoyed, with something that they are having to deal with from Discover?
Even if it fully doesn't sound like a complaint we need to put in a complaint into the DCC tracker either in Atlas or from Consumer Complaint Tracker on Dlife and notate Atlas with complaint and DCC complaint ID
If we are doing an internal transfer, closing an account with amount over 25k, or have a request for an official check what must we do first? *Hint Authentication and Verification procedure
2nd LVL verify
After working a file in Bonza do we update account titles in our notes even if there was no payout?
Yes! Account titles are supposed to be in every bonza email! Per Digital Filing Procedure Step 9
How many people are a part of Ropers Reapers?
21
Explain what the difference is between a Good call and a Critical call *Hint use the TRUST Scale
Good call- We met expectations, followed standards and policies, met customers expectations and needs, no increase in customer effort.
Critical call- We failed to meet expectations, failed customer expectations, and caused disinterest for continues business, created a high effort experience.
Quick off the top of you head! What is the 3rd party disclosure?
This call may be monitored and recorded
In what procedure can you find the Patriot Act Disclosure and what's the sub category its labeled under
Disclosures and Voicemails Procedure, listed under Account Opening Non-IRA Disclosures
Someone calls in and asks "Will I receive my 1099-INT from Discover or Capital One?" what is the correct answer *Hint Tax Talking Points Procedure
On May 18, 2025, Discover Bank merged into Capital One, N.A. ("Capital One"). Discover Bank is now part of Capital One, N. A. All 2025 tax year interest paid is included on this form with the Capital One name and EIN. Note: If you have other accounts with Capital One, N.A., you may receive a separate tax form.
Whose favorite past time is window shopping and planning trips?
Tory
If we exceeded Discover expectations, created low effort experiences, and increased customer loyalty by creating a memorable experience for our customers, what would QMS grade this call? *Hint look at the TRUST scale
Outstanding
When quoting rates, what requirements MUST we make sure we are telling the customer? *Hint Quoting Interest Rates procedure
When opening a new account for an existing customer even if Atlas says they are a US Citizen do we still need to ask and confirm? And if changes are needed do they need to be 1st or 2nd lvl verified *Hint Account Opening Procedure
Yes always ask! Any citizen atlas changes customer only needs to be 1st lvl verified
In procedure Deceased Handling Deposits, what step under Death Certificate Received talks about Statements
Step 14- Are there paperless statements
How many of our agents are from Arizona?
8
A customer calls in, and they have having trouble with the SDU, how would you SOLVE this call?
Troubleshoot SDU, offer different ways to get docs submitted to us, etc. As long as team agrees with answer given you will get points!
What is the safest way to make sure QMS doesn't ding you when having to go over disclosures?
Read everything verbatim even if procedure doesn't state verbatim, pulling up disclosure procedure, going slow, backing up to beginning of sentence if you mess up or miss a word, using the automated disclosures when available *As long as team agrees with answer you will get points!
In the Account Opening Procedure under Opening the Account BCT what is Step 5?
Is applicant/account owner requesting rate information?
Yes Advise of annual percentage yield (APY) based on account type (refer to Quoting Interest Rates Deposits/Retail Branch Procedure).
No Move to next step.
According to procedure Deceased Forms Handling and IRA Election of Payment by Beneficiary after 1/1/2020 what 3 things in section 1 would require us to have a customer fill out a new form?
Missing or wrong name, missing or wrong SSN, more then 1 box checked for Relationship to IRA owner or missing.
Whose board has a picture of a snake?
Vicki
Explain how you would make sure you are hitting TRUST for all of your calls or explain what each letter is and how to show it
Tailor- How are we presenting the info to a customer
Relate- How are we treating the customer
Understand- Are we understanding the customers needs
Solve- Are we giving the easiest solution
Transparent- How are we making sure the customer fully understands in a clear and open manner
If a customer calls in and they are NOT verified, what is a good way to make sure we don't confirm info we aren't supposed to
Minimize atlas, cover atlas with internet browser, keep hands off of mouse and keyboard, as long as team agrees with your answer you will get points!
During account opening what info must you confirm with the person who is going to be Primary owner and has a existing CIF, as well as any potential Joint Owners who are present and also has an existing CIF? *Hint Account Opening Procedure
Address, Phone number, Email address, Citizenship, and Employment status
True of False, when filling out a TCF the Trustee will place their name and SSN under section 3
FALSE Section 3 is for the Trustor/Grantor of the trust full name and SSN. The Trustee will put their name under Section 4
Who has traveled the most according to their about me?
Ade