0 [{"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":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":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":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},{"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":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":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":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":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":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":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":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":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":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}]

block

If a customer asked you the rate of a savings/ checking account including the line of credit, how would you quote the rate?

Select the correct answer(s).  

(0/0)

Explanation

Quoting the appropriate rate and APR/ APY to our customers allows them to determine if the product is appropriate for them.

---

Our Current Annual Percentage Yield is .X% variable, which is our lowest tiered rate".

If rate is not known, ensure the other points are given and full points should be given for answer.

Make up a number

none

What does SCRA stand for? What would you tell a customer asking about military benefits available?

Select the correct answer(s).  

(0/0)

Explanation

Service Members Civil Relief Act Hotline is 1-855-227-1645

---

SCRA prevents loss of residence, automobile or similar personal property when a Customer is on active duty and living on a military pay scale.

Contact 911

Refer the customer to the SCRA hotline for further assistance

Service Members Civil Relief Act (SCRA)

none

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?

Select the correct answer(s).  

(0/0)

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.

---

Contact 911

Contact the Credit Card Assistance Teams via phone for them to assist

Contact the 360 Customer Satisfaction team for processing

Contact the 360 Call Center for them to handle the complaint

none

What is the robbery protocol and robbery verification code?

Select the correct answer(s).  

(0/0)

Explanation

Understanding the Robbery procedure and protocol is integral in case a robbery situation were to occur.

---

Cry and scream

Call Corporate Security or hit panic button if able, the Caller will ask "What time will the report be ready" if there is a robbery in process the Ambassador answering the call should state either 1 o'clock (meaning there is 1 robber in Cafe) or 2 o'clock (if there is 2 robbers in the Cafe) etc. Follow "CANOE" protocol of remaining CALM, activate hold up ALARM, keep NOTE if robber gives one, leverage OBSERVATION skills, provide information robber's ESCAPE route.

none

Where can the the Security Procedure be found?

Select the correct answer(s).  

(0/0)

Explanation

Security procedures are implemented to ensure the safety and security of all Ambassadors who are working in the Café facilities each day and the safety of our customers. Failure to follow this process may place Ambassadors at risk of serious injury.

---

Heartbeat

Pulse

none

Where can you find the Security Incident form?

Select the correct answer(s).  

(0/0)

Explanation

This form reduces the burden on the Café Coach when having to communicate the event to multiple parties.

---

Heartbeat

Pulse

none

What tool found on pulse is used for business continuity procedures (disaster recovery) or what to do in case of emergency?

Select the correct answer(s).  

(0/0)

Explanation

The Grab and Go Checklist is a quick reference guide for Café Ambassadors to leverage in the face of emergency situations. It can be found on Pulse.

---

Grab and Go Checklist

Run for your life

none

What is the location of the Safe Zones in the event of an emergency evacuation both internal (inside building) and external (outside building)?

Select the correct answer(s).  

(0/0)

Explanation

Safe Zones are created for Ambassadors to go in case of emergency.

---

Ambassador can provide locations of internal and external safe zones. External safe zones are different for each Café.

Say what? There are safe zones?

none

What would you do if a customer hands you cash?

Select the correct answer(s).  

(0/0)

Explanation

Accepting cash from a customer can inadvertently take the Cafes out of Cafe status and into potential Branch status.

---

You should accept the cash

You should politely decline the cash and instruct them on how to use the ATM

none

What is Uptime and how do you use them?

Select the correct answer(s).  

(0/0)

Explanation

Uptime is always evolving and expanding their capabilities, so when in doubt, send them your request or problem.

---

Uptime is a clock making service system.

Uptime can be reached in emergency situations by calling 1-302-255-3449

Uptime is here to help you with anything related to operations, facilities, or technical hardware and software.

Uptime can be reached by email using the Uptime Online tool found in Pulse

none

Which of the following would you do if a customer hands you a check?

Select the correct answer(s).  

(0/0)

Explanation

Accepting a check from a customer can inadvertently take the Cafes out of Cafe status and into potential Branch status.

---

Deposit the check into your own account

Assist the customer using the ATM

Assist the customer using CheckMate (if applicable)

Assist the customer using the website

none

If a customer were to ask you what specific accommodations we can make for them including any disability services, what would your response be?

Select the correct answer(s).  

(0/0)

Explanation

Providing accommodations for individuals with disabilities is an integral part of our business.

---

Alternative forms of documents

None of the above

Relay

Sign language interpreter services

Handwritten note policy

AT Text to Speech Services

none

What would you do if someone hands you a legal document such as a subpoena, warrant, levy, or lawsuit document?

Select the correct answer(s).  

(0/0)

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.

---

Securely destroy the document

Accept the legal document and mail it to the appropriate line of business within 24 hours

Refer to Pulse to send the document to the correct line of business

none

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’s activity and does not let the customer speak for him/herself. What would you do?

Select the correct answer(s).  

(0/0)

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.

---

Any observation of exploitation of any customer should be sent to the fraud team.

Do nothing

none

What is the burglary, theft and bomb threat protocol?

Select the correct answer(s).  

(0/0)

---

Do nothing

If receiving a bomb threat, immediately notify Corporate Security, Coach and Market Leader. They will decide if appropriate to contact local law enforcement. In case of evacuation, all Ambassadors should go to Safe location.

In case of theft immediately notify Corporate Security, Coach and Market Leader.

If a burglary is discovered immediately go to a safe location and call police.

Any act of vandalism against Capital One property or premises, theft of Capital One assets, or burglary of any Capital One property will be reported to Corporate Security Services, Café Coach, Market Leader and Uptime immediately.