🫧 Bubble Hunters: Crack the Crossword Challenge 🫧

1. A planned interaction where preparation beforehand can make the difference between a good and poor experience.
5. A customer journey where accuracy, empathy and following the right steps are essential when circumstances have changed permanently.
10. A document or digital -based journey where missing information can create delays for customers and colleagues.
12. A conversation that looks beyond the immediate request and helps identify what matters most to the person sitting in front of us.
14. Something colleagues depend on every day, but problems with it can impact service, conversations and productivity

2. An authority that allows someone to act on another person’s behalf, including wider account management responsibilities depending on the circumstances
3. A control that protects both the customer and the bank by ensuring the person requesting something is entitled to do so
4. the digital colleague resource used to find guidance, processes and answers when supporting customers.
6. Making sure every customer can access our services regardless of individual circumstances.
7. When a problem cannot be resolved immediately and needs additional support or attention
8. The hidden journey behind every customer request: a series of actions, decisions and checks that need to work together
9. A support arrangement where another person can help manage an account, while some actions remain restricted
11. A journey that depends on systems, colleague knowledge and customer confidence away from the branch environment.
13. A place where cash-related activities are completed using specialist equipment and controls.