Compliance Questions
When you suspect a customer over the age of 60 is being taken advantage of by their caregiver, family member or Capital One associate, what form must be completed?
What is Financial Exploitation of Vulnerables Referral Submission Form
At what age can a parent open a Money Teen account for their child?
The child must be 8 yrs old or older to be eligible.
What's the all clear signal for November?
What is a fall leaf?
What is the duress code?
What is 7233
What are our Green Zones? (Device usage)
1) Breakrooms
2) Bathrooms
3) Storage Rooms
4) Back of House (BOH) hallway
5) Capital One Office
A customer made a comment to our Ambassador about our tables not being easily accessible to him. As a person in a wheelchair, he mentions feeling discriminated against and asked to speak with a manager. What tier of dissatisfaction would this scenario fall under?
What is tier 2 complaint?
Can you deposit a Check in a 360 Performance Savings?
Yes, you are able to deposit a check using Mobile deposit.
What is our external safe zone and how should you position yourself?
What is P.F Changs and stand on the corner
What is the Robbery Verification Code?
“This is the Capital One Information Center. What time will your reports be ready?”
How would you log a wallet into Lost & Found?
what is tamper-evident bag and seal it, log in evergreen, and store in locked tech locker
A non-customer visits the Café and requests to be removed from our marketing mailing list. What should you do?
What is have the non-customer call or warm transfer them to the Capital One Opt-Out Line number (1-888-817-2970)
List all the stores customers can use Add Cash in Store
When opening alone, what are the steps you must follow? (In order)
1) Call Coach or ME for verbal approval to conduct Security Sweep
2) Call Sentry at 1-855-955-SAFE (7233)
3) Sentry will stay on call and will observe through the cameras until Associate completes the Sweep.
What is the name of our RSL?
Who is April Grecula?
What is the The Gramm-Leach-Bliley Act (GLBA)?
The Gramm-Leach-Bliley Act (GLBA) contains restrictions on sharing information obtained during the application process, or any other non-public personal information of the customer (including the fact the customer is our customer) with third parties.
A customer calls the Cafe to report a deposit error made at the ATM at your café. It never credited the deposit to their account. What should you do?
What is directly provide the customer with the Customer Protection Resolution (CPR) phone number (866-536-9023) and warm transfer them to CPR via the Bank Ambassador Support Line (BASL)
What is the Cashiers Check balance limit for a CCK? Also, How many are issued per day?
2,500 per check
MAX 10 per day (First come, first serve)
How many QR Code stickers are scanned during opening procedures?
What is 4 QR code stickers?
IR Senario:
The individual begins asking customers, so you approach them. You learn they are asking for money and they begin to get loud and upset when you calmly set expectations with them. Soon after, the individual leaves. What IR Category would this Senario fall under?
Disruptive Behavior (SUB Category: Panhandling/ Soliciting
Which phone case must be used on our corporate phone?
What is the bright lime phone cases?
Joel and Mary walk in the Cafe and ask to speak with an Ambassador. You bring the customers to a nook and Joel mentions he is in the Navy and getting ready to deploy. He would like to add his wife, Mary, to his account so she can help make his Capital One Auto Payment. What should you do to help assist Joel and Mary?
what is help guide Joel through the process of adding Mary to the account to help them with their initial need.
&
Inform them that you can warm transfer them to the Military Servicing department, provide them with the Military Servicing phone number and also refer them to our website for additional information.
How do you quote the rate for a CD?
"As of today, the current Annual Percentage Yield on the [term] CD is [Blank]"
IR Scenario:
Individual begins to yell and gets physical with a customer in our space. The individual clearly states, "I will f*** you up!" You approach both the individual and the customer and you manage to deescalate the situation and asked for both parties to leave for the day. What IR Category would this incident fall under?
1) Threatening Behavior (SUB Category: Physical Assault / Altercation)
Which two cafés are hosting high end coffee tasting events in December?
What is Boulder & Carytown cafés?