Call Flow
How many times during a call should you state a clients name?
At least 2
The client's mailing address can be found here
What is Account Level Show More
What system should you access when a client needs information regarding a VCC Transaction
CMSe
What system is used to emulate a client's online banking?
UD Participant Summary
What is the daily limit for Bill Pay?
$15k
What do you need to obtain from the client in order to complete a Level 2 Authentication?
- Full Name
- DOB
- Last 4 of SSN
- Security Code
Beneficiaries for an account can be found here
What is Account level relationships tab or within the Relationships tab on the account level
What section of CMSe will display when a VCC was mailed/expedited to a client?
Cards and PINs
There are 3 things related to a VCC that a client can complete on the MyTIAA Platform. Name them
Change PIN
Order a replacement VCC (Damaged)
Order a replacement VCC (Lost/Stolen)
What is the cutoff time for expedited bill payments to be processed same day
7:30pm ET
These are the 3 elements of Clarify Need
- Paraphrase Need
- Uncover Unstated Need/Find out root cause
- Framing
An agent should complete this every day before they log off for the day
Clear your work queue
What are default limits for a client's Visa Check Card?
ATM: $2,020
Purchase w/ PIN: $5,000
Purchase w/o PIN: $5,000
Client is having difficulty signing into the MyTIAA Platform due to constantly being prompted to complete step-up authentication. What system would you utilize in order to disable this process for the client?
Security Dashboard
How many tiers are there when it comes to Zelle and what are their limits?
Bronze - $250 transaction/$500 daily
Silver - $400 transaction/$600 daily
Gold - $800 transaction/$1200 daily
Platinum - $2000 transaction/$2000 daily
Client calls in to provide you with CD Maturity Instructions and you take the time to walk the client through completing this on the website. What section of the call flow would this fall under?
Relevant Options - Online Digital Options
The hold policy for a check deposit into an account older than 60 days is this.
What is the first $5,525 is available the next business day and the remainder of the check is available on the 4th business day after the date of deposit.
Please explain the steps to order a replacement VCC within CMSe (lost).
- Hot the current VCC on file for client
- Select Open New Card
- Select Visa Check Card
- Complete Client information
- Submit order
Client would like you to monitor exactly what they are clicking and follow along as they go. What feature would you use to complete this task?
Co-Browse
Client wants to use Zelle to send $4,000 to their recipient. When they attempt to make the payment they receive an error. Why would this happen?
They have exceeded the limit for Zelle transactions
Which Disclosure should be read to a client any time you are updating a mobile phone number?
TCPA Cell Phone Disclosure (Bonus Point for knowing what it says)
Client is calling in and needs to close his/her CD and the CDM Tool is experiencing issues and unable to accept CD Maturity Instructions. What would you do and what team completes the task?
Pull up the Account Closure SRM in IBS and complete (should be assigned to Deposit Operations when completed).
If a client has an address change what steps would you take to order a new VCC?
- Complete Address Change SRM
- Order Visa Check Card via SRM and NOT in CMSe
- Within notes of SRM make sure to include that you submitted Address Change SRM.
While on the phone with you, a client stresses that they really do not enjoy having to pick up the phone to contact Client Solutions. As an educate for tomorrow opportunity, where would you advise the client to go in order to send a secure message?
- Click on initials in the top right corner
- Click Messages option once the menu pops out
Client calls in and has been made aware the bill payment he sent to his lawn care service has not been received. It has now been 1 month since the payment was sent. What steps do you take to ensure he will receive those funds back into his account?
HINT - What would you specifically do?
Transfer call to a Sr. so they can complete stop payment within CST.