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Branch Inspection
Branch Inspection 2017
| Question | Answer |
|---|---|
| If a customer requested Large Print Disclosures - Where would you go to fulfill their request? | ADA Website and then fill out the Request Form. |
| What would your process be if a customer requested to be added to the DNC list or discontinue receiving mail or corporate email solicitations? What is the timeframe to complete this request? | complete the PRIVACY PREFERENCE MAINTENANCE REQUESTION form IMMEDIATELY and inform the customer it may take 45-60 days to take effect. |
| Describe how you would assist a customer who inquires about their Wells Fargo Online FICO Score | Team members should respond that they Leverage the Quick Reference Guide or would warm transfer the customer to the WF Credit Score Support Team for assistance. |
| How would you share customer information, with internal Wells Fargo Departments? | Secure one-time authentication (SOTA) service or obtain the caller's name and main office location to reference in the team member look-up, global address, or Outlook directory for authentication of the caller. |
| When would it be acceptable to copy or request a copy of a Photo ID to clear a CIP discrepancy? | Last resort-Making a copy of a photo ID when it is not necessary is prohibited. Making a copy must be avoided unless the photo is required by the program and/or is the only possible way to clarify a discrepancy. |
| When discussing rates with customers, what information must you provide? | APR must be provided when discussing rates with customers. |
| Describe what types of complaints are service complaints. Show me where you would document a service complaint. | Customer states dissatisfaction and uses such words as: "upset", "unhappy", "annoyed", "frustrated", or "disappointed" . Service complaints are complaints that are handled within the team members own department with the help of managers if needed. |
| How would you share customer information, with third parties (real estate agents, referral agents, title companies, etc)? | Obtain the caller's name, company name, company address or other information that can be found in the processing system for validation. Ask the third-party to verify one piece of public information , and one piece of private information |
| When is a shred bin too full? | When someone can reach their hand in and pull out documents. |
| At the end of the day, if you have a computer, do you SHUT DOWN or LOG OFF? | Make sure at the end of the day you LOG OFF, do NOT shut down or use Ctrl Alt Delete when leaving for the day. Select "Start" icon/Select "Log Off" |
| What do you need to do when you step away from your desk to go to a meeting for an hour? | Control Alt Delete and turn over paperwork |
| What do you need to do before leaving for the day? | put away confidential information, lock drawers, Log off |
| How long can you keep a file after an assumption is complete and where should you look to ensure you deleted everything? | Team members do not have files over 90 days in the Recycle Bin, downloads, documents, OneNote or received files within their computer. |
| What would you do if you received a Relay call? | Treat the call like I would for any other customer |
| Who are customer complaints referred to? | Depending on the type of issue escalate to NET and CCRG (Customer Care and Recovery Group) |
| If a customer does not want their information shared with other WF entities/OPT OUT, what do you do? | Submit a PRIVACY PREFERENCE MAINTANANCE REQUEST form on their behalf. |
| If you suspect internal fraud, to whom should it be reported? | CODE OF ETHICS HOTLINE OR FRAUD HOTLINE |
| Where can I keep my password, Kimisthebest1 so I don't forget it? | Locked up in a drawer |
| What is another name for Open-text? | Standard Work or MY WORK PORTAL |
| Where would you refer your borrower to get a copy of their credit report? | WWW.ANNUALCREDITREPORT.COM or the Credit Bureaus |
| What type of information is classified as confidential? | Social security number, gov. issued id numbers, checking, savings, credit card, debit card, lines of credit, 401k, investment, brokerage numbers; financial transaction, e.g., payer, payee, from to accounts |
| Give me an example of how you would NOT ask for a survey from a customer? | Do not ask for all 5s, We strive for 5s. I'm going to be in trouble if you don't give me all 5s ;) |
| Name an example of public and private information you would ask a third party for verification purposes? | Public: Property Address, borrower name, telephone number. Private: SSN, Loan Number or Date of Birth of borrower. |
| What team would you notify if there was a Security Information Breach | COMPROMISED DATA TEAM and your manager |
| Share an example of a CIP (customer identification program) MINOR discrepancy. | SSN or address discrepancies between credit repositories such as the SSN or House # appear transposed; Minor name discrepancies - Interchangeable first and middle name. Middle name does not match on a single credit repository. Minor Spelling errors. |
| Share an example of a CIP (customer identification program) MAJOR discrepancy. | |
| What team would you lead a Wells Fargo customer to if they had questions about their FICO score | The Credit Score support team is available to answer questions related to the contributing factors of the customer’s individual FICO® Score |
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WELLS FARGO
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