EL Scavenger Hunt
EL Scavenger Hunt Quiz
Test your knowledge with our engaging EL Scavenger Hunt Quiz! This quiz includes 20 questions focusing on essential procedures, policies, and practices. Challenge yourself to see how well you understand the material.
- Multiple choice and checkbox questions
- Focused on real-world applications
- Score to track your progress
Vp trumps verbal password MCOM
True
False
Which screen is used for lodging a stop payment?
CPA EALL
CPA MENUH
CPA MENUC
Which procedure do we use when disputing _V transactions?
Process or Follow-up on a Non-Fraud Access Card Claim
Process a Disputed Pre-Authorized Debit (PAD)
Disputed Transaction Claims
Canadian Bill Payment Investigation
We DO NOT need to fill out relationship builder if we are declining fee reversal to cx?
True
False
We can give out access card number to customers
True
False
Which procedure do we use to change a minimum cheq acct to student cheq acct?
Core - Change Account Plan (Business)
Chequing Accounts for Students (Change Account Type/Upload Proof of Enrollment)
Change Account Type
Where do we find P limit for customer holds?
ACS CARS
CPA EALL
CPA MENUC
ACS EACS
Updating cx phone number on CIF MCIF/demographics also updates cx phone number for OTP/TSV
True
False
Fee reversal limit for easyline agent is $300
True
False, it's $200
False, it's $96
False, there's no limit, I can give as much money back as I like
Legally, we are required to carry cx statements dating back...
12yrs
24yrs
7yrs
10yrs
We can send cx access card via phone channel if there's been an address change in the past 30 days
True
False
The following accounts get free cheqs
All-Inclusive
Plan 60
Borderless Plan
Private Banking Account
Unlimited Account
Minimum Account
We can only order cheqs in 100 or 200 quantities
True
False
We cannot cancel post dated bill payments
True
False
Where do we check return reason of a cheq?
E-reporting ICN
WEB IR
S3
We can help cx reset easyweb password if they are calling in with a deposit only access card
True
False
The appropriate things to mention on an escalation call to RO are....
My name + "i'm a new hire"
How the cx is authenticated
"this is an escalation call"
My life story
Customer's life story
Customer concern
"relationship builder"
How much do we charge customer for ordering statements within 90 days of their statement period?
$15
$2
Nothing, as it is within 90 day period
As much as we like
We can't help cx that speak languages other than English/French/Mandarin/Cantonese
True
False, we can get them a translator on call
False - branch can help
What do I have to do before saying yes to customer's request for a fee reversal?
Check MCOMs
Check relationship builder for previous cases
Wait for cx to ask for the reversal
Educate the cx on why they got charged with the fee and how to avoid the fee in future
Yell at the customer for being irresponsible
Ask coach for approval even though there's no previous reversals on the acct & reversal is within my limit
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