Refer to LOB
*Online*
What SR response would you give to refer to our international collect number?
19 International Call - Deposit
You can reach a Customer Service specialist using the International phone number on the back of your debit card. <br> The number is 1-315-724-4022. They are available Mon-Fri 8 a.m.-11 p.m ET, Sat-Sun 8 a.m.-9 p.m ET<br><br> •For international collect calls you must use your country's operator to call International collect.<br> Note: If you dial without operator assistance, you may incur international charges.
What combination would you give for replacing a CC/DC?
Personal Attestation - Self-Service Feature +
01 D1 Replace Existing Credit Card - Self-Service MDA or 01 D1 Replace Existing Debit Card - MDA
If you complete an Account type change, what disposition would you do?
Inquiry Resolved - No digital option available and contained in chat
This requirement for chat flow needs to be done twice in every interaction.
What is using their name twice.
What empathy would you give is someone says their card was not received?
20 Card Order Status
I understand how important it is to have a card to use for your account, let me take a look and see when the card was ordered and the current status.
*Mobile*
What SR would you give for someone to amend a wire?
03 Edit-change wire OLB-MDA initiated
To amend both international and domestic wires, please contact us at 1.877.337.6703, 8:00 am - 8:00 pm ET Mon - Fri.
*Online*
What combination would you give to guide someone how to submit a bill pay inquiry?
Personal Attestation - Self-Service Feature + 17 - Bill Pay Inquiries - Biller did not credit\late\wrong amount - FR
If you send a Mobile deep link, what disposition would you give?
Inquiry Resolved - Digital option provided and contained in chat
This response lets the client know that they don't have to find another agent.
-Acknowledgement - You've reached the right person; I can help you.
If you had to tell the client to hold on while you reviewed or checked on something, what would you say once you returned back to them?
Service Request - thank you for waiting-remaining in chat
Thank you for remaining in the chat session while I looked into this for you.
*Mobile*
What SR response would you give for someone who is unable to, or ineligible to request a BT/DD online or in the app?
06 BT or DD - Ineligible in Online or in Mobile.
Accounts are not always eligible to request Balance Transfers or Direct Deposit Cash Advances online. I can provide you with a phone number to speak to one of my teammates who can assist you with information on rates for Balance Transfers and Direct Deposit Cash Advances. You can call 1.800.776.8997 and a specialist can assist you. <br><br> Please note that tapping on call now will end our conversation. ((Erica CTA: tel:800.776.8997))
What combination would you give if someone asks how to view their BofA rewards benefits?
01 Realignment - Extended Benefits - Digital 1st
I'd love to show you how to view your BofA Rewards™ benefits by using a few simple steps:<br><br> 1. From the accounts overview screen, tap BofA Rewards™ (formerly My Rewards)<br> 2. Tap "View membership benefits"<br> 3. Here you will find all your BofA Rewards™ benefits
If you have to direct the client to another department, what disposition would you give.
Inquiry Not Resolved - Referred to appropriate LOB
After you guide a client with steps, send this recap to them
Recap - Digital 1st - Self-Service - I'm glad I could help you with our online banking features in order to manage your account.
If you have to advise an outcome that was not ideal, what would you say?
I understand this might not be the outcome you were expecting.
*Daily Double/ONLINE*
What SR would you give to an Employee who chats in and ask for Global HR number?
03 - Employee-Retiree HR Questions
I would be happy to direct you to get assistance with that. Please contact Global HR at 1.800.556.6044
What combination would you give if you are guiding how to submit a stop payment?
Personal Attestation - Self-Service Feature + 01 - Stop Payment Paper Check - OLB only
Client chatted in, and you were assisting them and you asked a question for them to answer, but never got back to you. What would you disposition it
Client Disconnected chat prior to resolution being provided
When you've helped a client at our highest tier, you would use this response
Preferred - BofA Rewards™ Premier Closing
What response would you give if the client advises that the were in a natural disaster
I'm sorry to hear that you were affected by the recent devastation.
*Online only*
What response would you give to refer to Bill pay?
02 - Bill Pay Corporate Check
Please contact one of our Bill Pay Specialists at 1-800-933-6262 to place this stop payment.
*Online*
What combination would you give for someone wanting to close out their credit card?
Personal Attestation - Self-Service Feature +
01 Close Card Account D1 Self-Service
What disposition would you give, if you helped a client resolve an issue, then they asked for a second issue, and you have to refer them out? (No Digital)
Inquiry Resolved - No digital option available and contained in chat
What are the core requirements for a masterclass chat?
Greeting
Acknowledge throughout
Empathy throughout (when needed)
Name twice
Personal + D1
Recap
Closing
What response would you give if you were informed of the client having a family member that passed away.
1. Capture Deceased Notification
Please accept my deepest condolences for your loss. I understand this is a difficult time and I’m here to help. I will inform the Estate Unit of the passing of our client. <br><br>((Erica RESPONSE_BREAK)) To move forward, please allow me a moment to gather some information. Can you please provide me with the following contact information:<br><br> Your full name<br> Your address<br> The best contact phone number<br> Your relationship<br><br> Are you the executor?