Across
- 3. Approved exceptions for fee waivers for ineligible CM’s would include Bank Error, ____ Disaster, Medical Emergency, Deceased Customer(For use by Estates), Stranded Traveler or Death in Family
- 4. If we do not actively listen or ask enough ____ questions to determine that we fully understand the customer’s request, this may result in the CM calling back or being inappropriately transferred to the incorrect department.
- 5. If a customer is unable to remember the MMN or password on the account, we can only provide the CM with the ____letter or number, otherwise this is considered giving security/password hints.
- 6. The 5 keys to a great customer experience are Open Effectively, Explain What The Customer Will See Next, Close Effectively, Transfer The Right Way and ______ All of The Customer’s Issues.
- 7. Anytime we need to transfer to another department within Chase, we must follow this procedure.
- 10. Read ____ regularly to stay up to date on changes that may occur.
- 12. If customer asks for a pay off amount, be sure to inform customer of ____. (abbr.)
- 14. If a CM states they will be sending a payment w/o a remittance slip, remind customer to include ___ number on check or money order. (2wds)
- 15. We must provide a timeframe when the customer can expect to see the credit when doing this.(2wds)
- 16. When utilizing this function during connect and introduce, data does not need to be passed to the receiving specialist.
- 17. When processing a travel notification, inform the customer of any ____ transaction fees, if applicable.
- 18. If a CM calls regarding a cash _____, we must provide the appropriate fee(3% or 5%) including the $10 min., the APR and the Daily Interest Accrual.
- 19. If we transfer the customer to another department when we have the ability to assist the customer, this is considered an _________ transfer.
Down
- 1. When processing a statement credit in LSP, the timeframe for the credit to post to the account is 2-3 ____ days.
- 2. The new terminology for Finance Charges is ____ ____. (2wds)
- 7. When making sure we have answered all of the customer’s questions, which of the five keys to a great customer experience are we following? (2wds)
- 8. If wait time is ___ minutes or greater, check with your cm to verify preference to wait or call back.
- 9. If the account status is showing CLOSED(less than 30 days ago), PAST DUE, or OVERLIMIT, we must provide customer with the _____ statement.
- 11. When processing a lost/stolen report, we must always ask if there are any other ____ accounts missing.
- 13. PPC'S affect the Customer, Chase and ____.
- 17. Advisors are required to access _____ _____ on every call (2wds.)
- 20. The new terminology for Default APR is ___ __. (2wds)
- 21. Policy,_____ and compliance is the system of monitoring Chase uses in order to ensure that we are delivering accurate, appropriate and relevant information to the customer.