Elsie's Expectations
What is Elsie's preferred method of communication?
EMAIL!
How many hours should you end with daily at minimum? (This is excluding flexes)
8 hours total. Regardless of paid or unpaid.
If someone is calling to report fraud, and the transaction is pending. Regardless of your skill, would you file a fraud claim?
Yes. Simple.
How many holidays does the bank pay you for?
11 Federal Holidays
What do we celebrate once a month and how?
We celebrate each others day of life (birthdays) and by singing and cutting a cake (sometimes it is a different dessert)
Overall 100% and if you do not meet, see Elsie.
Can you enter your time off ahead of time?
Yes.
If you fail authentication what are the 3 solutions we can provide?
1) Refer to OLB/Erica via mobile app
2) Refer to call back and reset their authentication preferences
3) Refer to an FC and recommend they book an appointment
When does the company allow you purchase an extra 40 hours of vacation? 100 bonus points if you can give me the month.
During Open Enrollment and October of every year
Which meeting rooms have we used the most often of the 4:
1) Discovery
2) Independence
3) Liberty
4) ECS
Liberty (used 18 times)
Independence (used 9 times)
Discovery (used 7 times)
ECS (used 2 times)
On Wednesdays what color do we wear on Team Figueroa? 200 bonus points as to who can guess when this started?
PINK! Established in June 2022
How often should you enter your time? 100 bonus points if you can name the only exceptions.
You should enter your time daily.
The only exception is if you are scheduled off (Vacation, IML, Accommodations, Sick. etc..)
What is the definition of a complaint?
“A concern or grievance regarding a Bank product, service, or employee conduct.”
Who are the MOST tenured on Team Figueroa (the people who have been with me the longest and consecutive).
Del Marshall and Donny Butler. Both have been with me since 10/31/2022.
Scenario: You need to talk to Elsie about a personal matter that is not an emergency, when you go to approach her you see her headphones on and she is in a meeting. What should you do?
A: Interrupt she is cool she won't mind plus, I perform for her so I come first.
B: Be respectful of those in the meeting, go to my desk and email/side ping her that I need to speak with her.
C: See Adrian and let him know my personal matters so he can relay the message.
B: Be respectful of those in the meeting, go to my desk and email/side ping her that I need to speak with her.
If you were asked on how to see how many benefit hours you have remaining for the year, how would you guide them?
1) Open workday
2) Click time off
3) Under requests click time off again
4) Change the "balance as of date" to 12/31 of that year
5) Let it load and that is what you have off
Name 3 situations where we need to provide the call reading disclosure. 200 bonus points if you can name all 7.
1) All outbound calls to clients, customers, merchants, and any other third parties.
2) When a new party is present and engages in the banking conversation.
3) When a client has been transferred from a non-contact center employee.
4) When a client has been transferred from a contact center employee and the transfer pop-up does not appear with the transfer details in Synergy/Synergy Web.
5) When client is on speakerphone or potential new party is present and engages in the bank conversation.
6) To every new party brought onto the line by the initial or additional client, customer, merchant, and any other third party.
7) Any other scenario in which it is determined that the client did not reach the associate via Interactive Voice Response (IVR).
Name the 5 categories under employee discounts. 200 bonus points if you can name all 5. An additional 100 bonus points if you can name our website for employee discounts.
Categories are:
1) Personal Travel
2) Ticket Purchase
3) Environmental
4) AARP Membership
5) Pet Insurance
The website is: https://www.perksatwork.com/store/index/usource/ssaml/type/homepage2023#/
How many academy certified coaches does Team Figueroa currently have? 100 bonus points if you can guess all the names correctly.
Team Figueroa has 5 certified coaches.
1) Shaun
2) Paula
3) Del
4) Whitney
5) Oscar
Although performance comes natural to this team, what are some core values Elsie implements on this team? (Hint: there are 6 core values we work on everyday) 100 points for everyone you get right.
1) Transparency
2) Teamwork (no one wins alone) we are a work family
3) Respect for one another
4) Comfortability
5) Confidence
6) Humble
Where can you find internal postings only within workday for internal employees?
Menu - Job applications and referrals - Find jobs Employees
Here you can filter and find jobs you want to apply for internally
What are the 7 steps of AOL within Fraud? 300 bonus points if you can give me an example of each pillar.
1) Genuine Welcome
2) Uncommon/common courtesy
3) Delightful words
4) Reassuring statement
5) Digital Dominance
6) Service Resolution
7) Client tenure and survey script
How many employee networks does the bank have that you can be apart of? 100 bonus points for everyone you can name
1) Asian Leadership Network
2) Black Professional Group
3) Culture and Heritage Network
4) Disability Action Network
5) HOLA
6) Inter - Generational Employee Network
7) LEAD for Women
8) LGBTQ +
9) Military Support and Assistance group
10) Native American Professional Group
11) Parents and Caregivers Network
How many times in 2023 was Team Figueroa #1? 200 bonus points for any team that can name each month.
Total of 6 out of 12 times.
January, February, March, May, July, and December 2023.