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DFC Lead Final Review Flashcards | StudBud
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DFC Lead Final Review
DFC Lead Final Review
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Review for the Lead Final
Flashcards
42 cards
F
Practice quiz
P
Host live
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Questions
42
Answers
1
STOP stands for:
Signal, Talk down, Overtalk, Practice
Sing, Talk back, Over talk, Peak their interest
Signal, Take control, Do the Opposite, Practice
Speak up, Teach, Opposition, Preach
2
True or False: Loans taken after 3:00PM CST will not be in Decision Pro the next business day.
True
False
3
When a customer wants to give good feedback for an agent, what is the email address you use?
AFBVOD
AFBCustServ
$CallCentereLeads_Supervisors
DepositOps
4
What is the policy for handling an abusive caller?
Transfer only if necessary (reach out to another Lead)
Explain what to correct
Ask the customer to stop
All of these options
5
What type of tone helps de-escalate a customer?
Confident, courteous, calm
deep, monotone
meak, mousy
loud, hard, boisterous
6
What is the name of the calculator you use in Navigator if a customer wants to close a CD early resulting in a penalty?
Note Calculator
Deposit Calculator
Payoff Calculator
Forfeiture Calculator
7
What are some new ways to search a customer in Lexis Nexis as a Lead?
email
Customer's Name
Address
Phone number
8
T/F: Agents Do Not have to call a Lead if a card is closed, submit form, contact Debit Card Dept & then reactivate.
True
False
9
What is feel, felt, found?
It's a way to show empathy.
It lets the cus know that u understand their situation & they are not alone
An understanding that doesn't work.
Something to make customer calm down on the phone.
10
True or False: Only Supervisors or Leads are allowed to activate cards in Navigator.
False
True
11
What is the one type of phone that we do not support for Mobile Banking?
BlackBerry
iPhone
Android
12
Attorney-In-Fact is not allowed to:
to request and be issued a debit card.
established accounts in the name of the Principal.
add/remove beneficiary to an existing trust account.
to request 3rd party wire transfer on the account.
13
True or False: All Special Letters must be submitted to Kat Jones for her approval before submitting.
False
True
14
What is it you need to get from the agent before taking over a call to run LN a 2nd time? (Select all that apply)
Why the customer couldn't pass the 1st time.
Ask what was inputted into LN to generate the quiz (i.e. Name, SSN, & DOB)
If the customer is being rude or not.
The LN # generated when they processed the quiz.
15
Holds are determined on a case by case basis and can be determined how long they will be by?
The first 2 digits of the routing number
The customers last name
The bank account number
The state they live in.
16
How much is the fee to send a new card out for Academy bank?
$20
$5
$60
$10
17
True or False: An International Wire dispute is processed through Centrix.
False
True
18
What tool do we use in order to see Checks that were a mobile deposit?
eVision
Citrix
Deluxe Pro
Web Director
19
True or False: Leads do not take over calls for Customer Complaints.
True
False
20
What is the minimum deposit of a CD?
$600
$300
$250
$500
21
True or False: We should only be accepting relay calls from a state toll free relay service.
True
False
22
Which department reviews the mobile deposits?
Branch support
Kat Jones
Item Processing Department
Supervisors
23
Is it your responsibility as a lead to walk the agents through AgentAI and, in skillset, processes?
Yes, we have to send them the AgentAI links.
No, the agents have to call us every time.
No, the agent is responsible for self-development.
Yes, we should treat every call as a coaching opportunity for the agents.
24
True or False: The Maximum one-time courtesy refund amount for fees is $60.
True
False
25
Special letters that you might approve would be?
Asking for their account number.
Transaction cleared.
Balance on a particular day
All of these options.
26
How long does it take for an account to have no activity to be considered inactive?
3 months
12 months
18 months
8 weeks
27
What does de-escalating mean? (Select all that apply
Going down the escalator stairs.
Matching the energy of a customer.
remembering the issue is not personal.
It is the act of reducing intensity by remaining calm &
28
What are some of the reasons you should take over calls?
All of the above
Only if the client asks specifically for a supervisor
Address updates, Stop Payment, telebank PIN
Red flags, out of skill set, escalated customers
29
What is a WTA?
Wild Television Academy
Wicked Telephone Advice
Wire Transfer Agreement
30
What is our goal when de-escalating a caller? (Select all that apply)
To calm them down enough to assist them
To leave a positive impression of the bank.
Make sure they stop talking.
Get them to hang up.
31
What section do you use to Enable a User in Navigator?
Documentation
Integrated Teller
Recent
Security Control
32
True or False: In order to get into DL4 you must login with your credentials that matches navigator.
True
False
33
True or False: As a Lead it is your job to be able to handle customer complaints.
True
False
34
What is the process when you receive an ID a Sigs call?
Take over the call and inform the client we need a new sig card
Tell the agent to have the client send in ID a Sigs to
[email protected]
Tell the agent to have the client go into a branch
Take over the call ask cus to send unexpired ID & sigs to
[email protected]
35
How long does an account have to be left with no activity to be considered Dormant?
3 years
12 months
2 years
6 months
36
What type of questions should you not answer?
Any of them, why should you?
Abusive questions or questions that are intended to start an altercation.
Just the ones you don't feel like.
37
How can the client process a credit card payment?
The website for their banking institution.
On mycardstatement.com or online bill payment.
At a branch or by mail.
All these options
38
True or False: Everyone can assist customers with Inactive/Dormant accounts
True
False
39
True or False: We can give an agent the verification answers for a restricted/inactive account.
True
False
40
T/F: If a cust calls in to speak with a Branch, u should tell them no & convince them we can help them.
True
False
41
The new/add/change form is used for what?
For the call center to close accounts.
The call center to open new accounts.
Update sig corrections due to data entry errors &adding on additional names
42
Who is the team responsible for account closings?
Rick Johnson
UBC Sales and Service Team
Kat Jones
Call Center
