Cafe Ops 1-5

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0 [{"id":400259,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 16:06:50","updated_at":"2018-03-05 22:38:28","questionName":"If a customer approached you about a customer complaint\/dispute on their 360 checking account, an error on their Line of Credit, an error on their credit card statement or an error on their credit report, what would you tell them?","questionTimeSeconds":"0","questionTimeMinutes":"2","questionImagePath":null,"position":3,"explanation":"Once we receive a complaint from a Customer a timer starts per the Regulation for us to reply, therefore we have to make sure we forward the complaint right away for appropriate processing.","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400291,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 17:11:59","updated_at":"2018-03-05 22:38:28","questionName":"Where can the the Security Procedure be found?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":8,"explanation":"Security procedures are implemented to ensure the safety and security of all Ambassadors who are working in the Caf\u00e9 facilities each day and the safety of our customers. Failure to follow this process may place Ambassadors at risk of serious injury. ","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400261,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 16:14:37","updated_at":"2018-03-05 22:38:28","questionName":"What does SCRA stand for? What would you tell a customer asking about military benefits available?","questionTimeSeconds":"0","questionTimeMinutes":"2","questionImagePath":null,"position":4,"explanation":"Service Members Civil Relief Act Hotline is 1-855-227-1645","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400561,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 22:50:29","updated_at":"2018-03-05 22:50:29","questionName":"If a customer asked you the rate of a savings\/ checking account including the line of credit, how would you quote the rate?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":null,"explanation":"Quoting the appropriate rate and APR\/ APY to our customers allows them to determine if the product is appropriate for them.","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400324,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 18:01:50","updated_at":"2018-03-05 22:38:28","questionName":"What tool found on pulse is used for business continuity procedures (disaster recovery) or what to do in case of emergency?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":14,"explanation":"The Grab and Go Checklist is a quick reference guide for Caf\u00e9 Ambassadors to leverage in the face of emergency situations. It can be found on Pulse.","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400295,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 17:20:27","updated_at":"2018-03-05 22:38:28","questionName":"Where can you find the Security Incident form?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":11,"explanation":"This form reduces the burden on the Caf\u00e9 Coach when having to communicate the event to multiple parties.","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400164,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 15:18:54","updated_at":"2018-03-05 22:38:27","questionName":"Which of the following would you do if a customer hands you a check?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":1,"explanation":"Accepting a check from a customer can inadvertently take the Cafes out of Cafe status and into potential Branch status.","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400294,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 17:18:28","updated_at":"2018-03-05 22:38:28","questionName":"What is the burglary, theft and bomb threat protocol?","questionTimeSeconds":"0","questionTimeMinutes":"2","questionImagePath":null,"position":10,"explanation":"","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400314,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 17:52:54","updated_at":"2018-03-05 22:38:28","questionName":"What is Uptime and how do you use them?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":13,"explanation":"Uptime is always evolving and expanding their capabilities, so when in doubt, send them your request or problem. ","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400275,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 16:32:37","updated_at":"2018-03-05 22:38:28","questionName":"If a customer were to ask you what specific accommodations we can make for them including any disability services, what would your response be? ","questionTimeSeconds":"0","questionTimeMinutes":"2","questionImagePath":null,"position":6,"explanation":"Providing accommodations for individuals with disabilities is an integral part of our business.","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400302,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 17:43:23","updated_at":"2018-03-05 22:38:28","questionName":"What is the location of the Safe Zones in the event of an emergency evacuation both internal (inside building) and external (outside building)?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":12,"explanation":"Safe Zones are created for Ambassadors to go in case of emergency.","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400161,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 15:16:02","updated_at":"2018-03-05 22:38:27","questionName":"What would you do if a customer hands you cash?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":0,"explanation":"Accepting cash from a customer can inadvertently take the Cafes out of Cafe status and into potential Branch status.","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400290,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 17:08:46","updated_at":"2018-03-05 22:38:28","questionName":"If an elderly or other potentially vulnerable customer visits with cafe alone or with a companion and the customer proceeds to complete a transaction (ex. high ATM withdrawal) inconsistent with usual activity and refuses to discuss it, or if with a companion, the companion shows an excessive interest in the customer\u2019s activity and does not let the customer speak for him\/herself. What would you do?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":7,"explanation":"Cafe Ambassadors are in the position to observe potential Financial Exploitation of Vulnerabilities through direct contact with customers as well as through review of documentation and\/or transactions. All suspected cases of financial exploitation of a vulnerabilities must be forwarded to the Bank Fraud Risk Operations Department using the Fraud Referral form. ","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400172,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 15:25:54","updated_at":"2018-03-05 22:38:27","questionName":"What would you do if someone hands you a legal document such as a subpoena, warrant, levy, or lawsuit document?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":2,"explanation":"If you receive any type of legal document follow the directions in the Pulse article right away to ensure the packages get forwarded to the appropriate LOB.","question_score_id":null,"lang":null,"questionAudioPath":null},{"id":400293,"quiz_id":"20220","answer_id":null,"answerType_id":"0","created_at":"2018-03-05 17:13:35","updated_at":"2018-03-05 22:38:28","questionName":"What is the robbery protocol and robbery verification code?","questionTimeSeconds":"0","questionTimeMinutes":"1","questionImagePath":null,"position":9,"explanation":"Understanding the Robbery procedure and protocol is integral in case a robbery situation were to occur.","question_score_id":null,"lang":null,"questionAudioPath":null}]
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If a customer approached you about a customer complaint/dispute on their 360 checking account, an error on their Line of Credit, an error on their credit card statement or an error on their credit report, what would you tell them?

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