Back to basics!
What is the number to contact Chase Virtual Banking?
866-271-9305
You encounter a client that has received a monthly service fee on their Premier Plus Checking account. Client usually stays above the $15,000 minimum, but dipped this month. What solutions can you offer the client?
1. Offer client to convert account to Total Checking if they expect to dip again.
2. Offer client option to keep Premier Plus Checking, but be mindful of limit.
3. Refund fee (if client requests).
You have a client who tried the "Chase Check hack" and is calling because their funds have not arrived and they are upset. How do you respond?
Connect the client to Chase Fraud Protection.
What are the three things that voicemails we leave must now include to avoid QAs?
1. Name
2. Generic reason for calling
3. Time to contact you back and number
True or False: Accounts that have a lingering balance can not be closed.
False! Any account can be closed. Funds can be transferred or a check can be mailed.
bonus: Account will enter "close pending" until all transactions are settled.
Which Chase Account is the most common and what are the ways to avoid fees on that account?
Total Checking:
$12 MSF waived by having a direct deposit of $500 or more at all times, keeping $1500 in account at the beginning of each day, or keeping $5000 across linked accounts.
You encounter a client who is interested in a HELOC for a home that they own and is completely paid off. What information do you give them and what solutions do you offer that Chase can provide?
1. Chase no longer offers HELOCs.
2. Chase does offer cash out refinance.
up to five years after account opened or transitioned.
What is the lowest amount you can deposit to open a CD?
$1,000
True or False:
A client has 14 days to renegotiate or close their CD without penalties or fees.
False!
Client has ten days after maturity to withdraw or close their CD.
Which three loan products does Chase offer?
Home, Auto, and Business
A client is interested in a personal loan from Chase. Does Chase offer this product? Does an alternative exist?
Chase does not offer personal loans, we offer credit cards as personal lines of credit.
How is CD interest earned and compounded?
EXTRA POINT: When is CD interest paid?
Interest is compounded daily and earned at fixed rate.
EXTRA: It is paid upon maturity.
If a client is interested in learning more about overdraft services, which three things must you inform the client about to avoid QA?
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
▪ Overdraft Protection
▪ Chase Debit Card Coverage
True or False:
You can change around the words on the CD disclosure so they're easier to read out loud and document that you read the disclosure in any words that you'd like in Client Central.
False!
The disclosure must be read exactly and noted in Client Central as "disclosed rates".
How many total personal checking deposit account options does Chase offer, and what are their names?
Checkings (7):
Chase Secure Banking, Chase Total Checking, Chase Premiere Plus Checking, Chase Sapphire Checking, Chase Private Client Checking, Chase College Checking, Chase High School Checking
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.
Bonus Question:
Spell L's first name.
Lekheythan
How much must a client keep in their account as a minimum to not incur fees on Chase Private Client Checking? What is the monthly service fee?
$150,000
$35
True or False:
We are able to renegotiate CDs greater than $15,000, as long as we are not adding or withdrawing funds.
True!
VB is able to renegotiate CDs of larger amounts than $15,000 if the client does not wish to add or withdraw any amounts from the principal.
How many personal savings/cd account options does Chase Offer and what are their names?
Savings/CDs: Chase Savings, Chase Premier Savings, Chase Private Client Savings, Chase Certificate of Deposit
Client is interested in opening a CD account for $16,000, but doesn't want to go to the branch. What solutions do you offer the client?
Client can open the CDs themselves on the Chase app or Chase.com. Banker can assist the client by walkind through the process over the phone, going over rates, and reading discloures.
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.
What three things must you disclose when renegotiating a CD?
1. APY
2. Interest Rate
3. 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.