Across
- 6. when a third party calls on behalf of the customer this is required
- 7. international banking system for crossboarder transfers
- 8. communication during shifts
- 9. What customer often gives after a service
- 10. when a customer is passed for higher support
- 12. Attackers cast out bait hoping someone will give up their personal info
- 14. repeated mistakes in service cause this
- 16. Money owed to the bank
Down
- 1. electronic record of account activity
- 2. agent's preformance is tracked using this
- 3. what happens if you miss the credit card payment
- 4. customer calls may be randomly checked for
- 5. A document or notification used in the financial sector to flag suspicious or unusual transactions that might indicate financial crime
- 8. Used for foreign currency transfers
- 9. Transactions that cannot be converted into Flexi
- 11. what fraudsters may attempt with accounts
- 13. Agent's guide for handling pain point queries
- 15. code that is useless after use