Quality Crossword

1. If the customer fails to answer the first security question correctly, ask the second question and gather one recent _______ detail
6. When speaking with a customer you MUST acknowledge your _______ and NEED to help with a full and complete sentence.
8. Account ____ Authorization Forms must be completed at an Umpqua location.
10. ____ complaints and compliments must be submitted ONLY if a caller requests that their feedback be filed or documented.
11. Reading the full and complete _____ will ensure you do not miss important steps.

1. When customer is fully verified and there are no OOW or security questions on file, it is recommended that you collect answers to ___ security questions and add them to the core system.
2. This must be done for Qa's within 7 days of receipt.
3. ____ Courtesy and Professionalism takes us to the next level in Customer Service.
4. Customers requesting to close CD, HSA, IRA, trust, estate or custodial accounts may either visit an Umpqua Bank location or speak with the ______ store.
5. It’s very important to acknowledge customer’s ____, when they call us
7. Recently updated procedures can be found in _______
9. _____ is required to be verified once in a 6-month period.