AMT
How much time should an agent "at least" fund with OI in order for it to not be considered DA?
1 Hour of OI. If an employee funds an absence with at least 1-hr of OI time, it is considered partially funded, and not subject to disciplinary action. If an employee funds an absence with less than one hour of OI time, the entire absence would be considered unfunded and be subject to disciplinary action. Partially funded absences that extend beyond one day are subject to disciplinary action.
Should all coaches be documented as a coaching?
Yes all coaching should be documented in ERT.
Define a complaint?
A concern or grievance regarding a Bank product, service, or employee conduct.
How often should agents submit their timesheet?
Hours should be entered daily
How many e-cards should each leader send daily?
3 e-cards for both TMs and RBCs
Can an employee fund an absence with accrued vacation time or purchased time off (PTO) instead of going unpaid if they exhausted all of their OI?
Yes! If an employee has exhausted their OI time, managers have the discretion to allow an employee to use available and accrued vacation time or PTO to fund an absence. Managers must offer this option consistently and advise the employee that the absence may still be subject to disciplinary action (since the absence/tardy) is not funded with OI time.
Can behaviors be entered in ERT or do we need to call Employee Relations directly?
An employee is defined as?
• Internal employee • Vendor agent • Contractor • Co-brand or affinity partner (i.e. Alaska Airlines)
What is the entry in workday that should be utilized when an agent leaves on VTO? (be specific)
Unpaid Voluntary Time Off
How many minutes of system issues does someone get when trouble shooting at home before needing to come into the office?
15 mins at home
If an employee is scheduled to work on a holiday, but is absent due to their own illness or the illness of a family member, should that absence be funded with OI time?
Yes. If the employee has OI time available, the manager should enter OI time equal to the amount of time the employee was scheduled to work. The employee will receive holiday pay in addition to the OI time. If the employee worked part of the day, OI time should be entered for the time the employee did not work. OI + work time should not exceed the employees schedule for the day.
Who has access to the Report a Concern feature in the Employee Management Portal?
All U.S. employees and managers may use the online form.
When do we utilize the "after hours" complaint option?
Only use After Hours complaint concerns when a client cannot be transferred real time to resolve a complaint. • When using an After Hours complaint type, always document the true complaint concern in the comments and where the client was referred. • Be sure to select the correct department to ensure proper routing in order to prevent delays in the client’s resolution. • When a call back is required, and the scenario is not an escalation call back, always advise within 3 business days and never promise a specific time. • Refer to After Hours Solutions Job Aid for more information.
How many hours should you volunteer to be considered for the volunteer grant?
Volunteer hours should be 50
What is Brian's 3 characteristics for success at work?
1) Work Ethic
2) Integrity
3) Attitude
Does a tardy count as an absence if the employee misses more than half their scheduled hours?
No. Regardless of how late an employee is for their scheduled shift, the missed time will be considered a tardy, not an absence; since they did arrive for and work a portion of their shift. For example, if an employee arrives at or during the 7th of an 8-hour shift, the manager should address as a tardy.
Name 3 items that you should be prepared with prior to engaging Employee Relations.
A location/space where you can engage in an uninterrupted conversation and have access to the bank’s network and self-service tools, updated as applicable, on Employee Relations Online Employee Name &Person Number Be organized with information related to the incident (Who, What, When, Where, Why, How, Witnesses) LOB Guidelines/IDP/Coaching Logs Employee Explanation and any medical/personal/extenuating circumstances that may be impacting the employee Previous disciplinary action details (level of disciplinary action, date delivered, and type) Reports/documentation to support the concern
Name 2 factors that can be done to identify dissatisfaction in a complaint?
1) Volume and Intensity
2) Sharpness or Harshness
3) Changes in Pitch
4) Rate of Speech
5) Sarcasm or Mocking Tone
6) Pauses or hesitations
When should be the only time we enter an agents time entries in workday?
The employee is unavailable to make the change before deadline of 11am Monday.
You know the time entries to make.
The employee would be paid incorrectly if the corrections are not completed.
How much vacation should we utilize each quarter (in % form)?
25% of our vacation should be utilized each quarter
Should I ask the employee to provide the specific reason for the absence and can a TM ask for documentation?
No managers should not ask for specific reasons for absences only if the illness is for yourself/family member. In addition, Managers cannot ask for documentation Managers are monitoring the frequency/pattern of absences, not the validity.
Name 2 reasons we should engage LES?
• Domestic violence support • Terminal illness support • Survivor support • Natural and man-made disasters • Military transitions • Transgender and gender identity support • Complex leaves of absence • Medical accommodations • Personal Critical Events
How do we handle capturing a complaint if we are transferring the client to another area or line of business?
Associates should track complaints for any concerns within their scope. However, when the client’s concern is escalated or warrants a transfer to another area to be resolved, the receiving associate is responsible for resolving and tracking. Do not capture the complaint if you are transferring the call real time for complaint resolution.
Who do we call for Employee Income Verification?
The Work Number
For questions and support on employment and income verification
The Work Number Opens in a new window or tab
800.367.5690
1) Yanill - CE Champion, A.R.T TM, and Ekman Communications
2) Marco - SAFETY, T.M.A.C, and Year - Up
3) Jacqueline - RBC Liaison, TM Staff Documenter, and Ekman Communications
4) Marcia - T.M Onboarding
5) Steve - Fraud Buster, Ask Katy, and Abandoned Claims
6) Tim - E-card reporting and Workforce Communications
7) Demitre - Complaints
8) Alfred - Call Calibrations
9) Nicole - Ekman ESAT