Systems
What system do you use to view a customer's details?
Summit & Pega
What does FPOC mean?
First point of contact
What does BAF stand for?
Bank account failed
What is the FCA number?
204574
How much notice do we give customers if we are going to decrease this interest rate for an Easy Access account?
30 Days
What system can you see and answer secure messages?
Pega
How much Reddress can you offer a customer?
x2 For how your team leader can offer
Agent £50
Team Leader £100
What is Noops?
No operation - Meaning you cannot make any changes to the account including releasing funds
When do we send out the letter to inform them that their account is coming to maturity?
Up to 2-3 Weeks
How do you end a call with a customer?
Offering the survey - failing to do this would lead to a markdown on quality
What system shows what status you are in?
Smart Agent
If you need help raising a complaint or feedback, what is the slack channel you can use?
#Respond-help
What is SAR?
Suspicious Activity Report
When will funds withdrawn on a weekend reach the linked account by?
Close of business on the Tuesday (excluding bank holidays)
How much will the interest rate be on account balances less than £1000
0.05%
What system is used to reset a customer's online banking password?
Mars (Managers only)
How do you log a complaint or feedback?
Respond
What is DSAR?
Data Subject Access Request
What are the FOUR key drivers for vulnerability?
• Health
• Life Events
• Resilience
• Capability
How much is the minimum you can withdraw for an Easy Access account online?
£500 - Can withdraw less over the phone
What system can you use to search for a customer application?
TruNarrative
What is the FCA's definition of a complaint?
Any expression of dissatisfaction where there is alleged or actual financial loss, material distress or material inconvenience.
What are the THREE reasons you need to escalate a complaint?
One of the following will need to apply to escalate-
•The customer won't give you their consent to close the complaint
•The issue is more complex than can be resolved in 3 business days
•A formal written complaint response has been specifically requested
What does Trust stand for?
• Talk
• Reassure
• Understand
• Support
• Tailored
How many working days does a cash ISA transfer take to complete?
Max 15