Back to basics!
+1(800)935-9935
Our client is getting ready to travel abroad, will be going to Europe in 2 weeks. They are thinking of possibly getting foreign currency, but don't know how to go about it. How can we help?
Foreign currency takes about 2-4 business days to order and receive, so get them into a branch ASAP. Once received, they can go pick it up at the branch.
Does not require branch appointment.
Name 3 common financial scams that elder or vulnerable client's may encounter.
Romance scam, investment scam, check cashing scam, gift card scam, lottery winner scam, family member scam, charity scam, etc.
Which email can we not send to our client's?
1. I hope you are doing well. Thank you for taking my call, I’m glad we got to talk. Please feel free to call or email if you need anything – my phone number and email are listed below – or you can schedule a meeting online. Thanks again for banking with us. Have a great day!
2. I hope you are well. It’s been a while since we talked – how have you been? I wanted to take a minute to say hi and see how I can help you. Please feel free to call or email if you have any questions – my phone number and email are listed below. Thanks again for banking with us.
3. I gave you a call earlier and left you a message – just wanted to make sure you’re enjoying your new Chase account that you opened last week and answer any questions you might have. You can call or email me anytime - my phone number and email are listed below. Thank you for banking with us, have a great day!
3. I gave you a call earlier and left you a message – just wanted to make sure you’re enjoying your new Chase account that you opened last week and answer any questions you might have. You can call or email me anytime - my phone number and email are listed below. Thank you for banking with us, have a great day!
True or False:
Account's with over a $10 balance cannot be closed.
False!
We are able to close out accounts and either transfer the funds to a different Chase account, or send out a check. The client also has the option to withdraw or transfer the funds.
What is FDIC insured with a fixed interest rate?
CD's AKA Certificate of Deposit.
20 year old Rafael opened a Total Checking online. Using DNT, you learn he's currently going to college at UIC and doesn't receive a DD. You let him know of College Checking, and it's a great alternative. Are we able to initiate the account conversion? Will their account information change?
You can only convert into a College Checking from a High School Checking. He will need to go into a Chase branch with proof of enrollment for his conversion. His account information will all stay the same.
Are special ownership accounts allowed online access for all parties with full online services available?
Customers who open/change trusts to personal revocable trust can access them online.
Trusts must be revocable with grantor(s) and trustee(s) as the same individual.
Online access is not provided for the following trusts:
Income
Irrevocable
Medicaid
Memorial / charitable
Professionally managed
Testamentary
Only trust accounts in the same ownership can be accessed on chase.com
You dial out to a client and they answer. Before you can begin, the client is requesting to connect with a banker that speaks Arabic. How do you go about the situation?
Say CMD, confirm client, and get them connected with our Translation Services if possible.
True or False:
A client has 14 business days to renegotiate or close their CD without penalties.
False!
Until the 10-calendar-day grace period ends, accrued interest and penalty amounts aren't calculated.
What are our loan options here at Chase? Alternative?
Home, Auto, Business
Alternative: Credit Card
A client with a Secure Banking informs you they are traveling to New Zealand for 2 months for summer break, but want to make sure they have online access and can use their debit card. How can you help, and what would you suggest?
Inform them that travel alerts are no longer required, but make a note. As long as they have WIFI, client will have full online access.
Inform them of outside fees including ATM fees, Foreign Exchange Rate Adjustment fee, etc.
I'd suggest one of our CC's with $0 Foreign Transaction Fee.
How is interest earned and compounded?
EXTRA POINT: How can interest be paid?
Interest is compounded daily and earned at fixed rate.
EXTRA: It can be paid monthly, quarterly, semi-annually or annually.
A client mentions that they might want to turn on Overdraft Protection, but is unsure. What do you need to go over with our client to avoid a QA?
EXTRA POINT: Explain.
You’re required to discuss all three of the following overdraft services with customers whenever you talk to them about any one of the overdraft services:
▪ Standard Overdraft Practice – included with most Chase checking accounts
▪ Overdraft Protection - backup cushion from Savings
▪ Chase Debit Card Coverage - everyday debit card transactions only
True or False:
We are able to extend and change the expected Graduation date for a College Checking account.
False!
Please ensure the correct Graduation Month and Graduation Year is captured, it cannot be updated once a selection has been made.
3 Ways to Invest?
1. You Invest
2. Personal Advisor $25k+
3. Private Client Advisor $100k+
A client is looking to establish a POA for her father who is elderly, and lives an hour away from a local branch. How can we help our client?
Inform her a POA must be established in branch with all legal documentation filed and in place with 2 forms of ID. Connect her over to an RB/PCB who can go over documentation and get her in the branch ASAP to establish POA.
Are we allowed to initiate military conversions for both consumer and business accounts?
Benefits of Chase Military Banking programs are available for both Consumer and Business accounts.
Virtual Bankers must complete Military qualification checklist to qualify out of footprint ( OOF) customers for Chase Military Banking program.
Military banking qualification checklist contains following information:
▪ Customer's full name
▪ Branch of Military service
▪ Rank
▪ Immediate commanding officer's name
Which is correct?
1. Chase is offering a great rate on a XX month CD. The Annual Percentage Yield, or APY, is XX% and the interest rate is X.XX%. This APY is accurate as of X/X/XX and may change in the future. APY assumes interest remains on deposit until maturity, and this relationship rate is only available to customers with a linked Chase personal checking account. This offer is available only to residents in your area and a $XX minimum deposit is required to obtain this APY. There is a penalty for early withdrawal, and any early withdrawal or fees will reduce earnings. CD accounts are subject to approval. Chase no longer offers retirement CD’s. JPMorgan Chase Bank, N.A., Member FDIC.
OR
2. Chase is offering a great rate on a XX month CD. The Annual Percentage Yield, or APY, is XX% and the interest rate is X.XX%. This APY is accurate as of X/X/XX and may change in the future. APY assumes interest remains on deposit until maturity. This offer is available only to residents in your area and a $XX minimum deposit is required to obtain this APY. There is a penalty for early withdrawal, and any early withdrawal or fees will reduce earnings. CD accounts are subject to approval. Chase no longer offers retirement CD’s. JPMorgan Chase Bank, N.A., Member FDIC.
1. Chase is offering a great rate on a XX month CD. The Annual Percentage Yield, or APY, is XX% and the interest rate is X.XX%. This APY is accurate as of X/X/XX and may change in the future. APY assumes interest remains on deposit until maturity, and this relationship rate is only available to customers with a linked Chase personal checking account. This offer is available only to residents in your area and a $XX minimum deposit is required to obtain this APY. There is a penalty for early withdrawal, and any early withdrawal or fees will reduce earnings. CD accounts are subject to approval. Chase no longer offers retirement CD’s. JPMorgan Chase Bank, N.A., Member FDIC.
True or False:
We are able to initiate and close out CD's up to $15,000.
True!
We are able to close out CD's up to $15,000. For CD’s of $15,000 or more virtual bankers must engage the Retail Servicing group, they will assist with the CD closure.
What are the 3 type of business checking accounts that Chase offers?
EXTRA POINTS: Explain each and business type.
1. Chase Business Complete Checking is ideal for small and growing business'
2. Chase Performance Business Checking is ideal for mid-sized business' $35k+
3. Chase Platinum Business Checking is ideal for for larger business' $100k+
Our retired 72 year old client named Debbie has a maturing CD IRA for $35k. She wants to close it out but does not have plans for the funds at this time and wants to avoid the branch. What are your next steps?
Any CD IRA maintenance or closures must be referred to the branch with 2 forms of ID. Empathize, encourage, and refer.
AWRs are submitted when a request is unable to be fulfilled in Customer Assist (CA). Virtual Banking can only use this feature for what?
AWR; Associate Work Request
This feature can only be used to add a beneficiary request.
We connect with a client with a maturing CD for $70k. They currently have an APY of 4.00%, but the current rate is 4.50%. The client wants a better rate, wants the same amount with a term of 3 months instead of 6. What information do we need to go over with the client to avoid any and all QA's?
After high-risk authentication go over the amount, term, APY, interest rate, and new maturity date.
True or False:
An 18 year old client with an ITIN can apply for a Chase credit card.
True!
Client's must be 18 years old, and have a Social Security number (SSN) or Individual Taxpayer Identification Number (ITIN) to apply for a Chase credit card.