IBANK ASSESSMENT TEST FOR BATCH B NEW INTAKE (FEB, 2021)

When agents are about to send login details to customer for INTERNET BANKING profiling, agents should do the following EXCEPT ...

• Agent needs to inform customer that he or she needs to setup secret question and answer if logging in for the first time and that that he/she will get a prompt to change password from default to her desired password.

• Agents will also tell customer that the account must not have any form of restriction and also inform him/her all the services he/she can see on the platform

• Agent should confirm the platform the customer is attempting to login on and if customer has active naira MasterCard to authenticate either the app or the device

• Agent needs to probes customers to confirm why customer is requesting for login details and also confirm if customer is a first time or old use

How will a FIRST TIME USER ACTIVATE a token on internet banking?

• By typing all the numbers at the back of the token without the hyphen on the page requesting it

• By typing the code generated from the token immediately he gets the token from the branch.

• By calling GTConnect to help him to activate it.

• By informing the teller at the branch to assist him to do it

The following are conditions for recall of erroneous transfers to other banks EXCEPT......

• On best effort basis

• Subject to availability of funds in the beneficiary’s account.

• At the discretion of the other bank/consent of beneficiary

• When the customer has been a very good customer of the bank

Adunni Agbo has called you to complain of an erroneous transfer of N41,000 to Alani Ekun’s GTBank account today. Upon checking Alani Ekun’s account, the funds is still available. The following steps are to be taken to assist Adunni Agbo to recoup her funds EXCEPT.....

• Send indemnity form to her to fill.

• Upon receipt of duly completed form, block the funds in Alani Ekun’s account.

• Call the beneficiary to get his consent to return funds.

• Inform her funds will be made available immediately we get the duly signed indemnity form.

If customer, the beneficiary of erroneous transfer, gave his consent to return funds (N30,000) back to sender, when you called him on AVAYA, what would you do?

• Escalate to wrong beneficiary's account officer.

• Inform him to still visit the branch to fill transfer form.

• Beg him to put it in writing and submit it at the nearest branch.

• Tell him to call his account officer to debit him and move funds to the sender's account.

Mr Adekunle requested for online banking login details but has his friend's e-mail address. What advice will you give to the customer?

• He should forget about it

• He should send a signed written instruction to GTconnect

• He should dictate his friend's email address for login details to be sent.

• Login details is sent to customer's registered e-mail address with GTBank.

Secret question answer is required before customer can initiate transfer on ibank.

• Its not necessary

• Customer can wave it

• Yes

• No

Soft OTP generated via 737 can only be used to complete transactions from ...... and below on ibank

• #100,000

• #500,000

• #200,000

• #300,000

Baba Alariya complained of unable to activate Mbank application as he doesnt have a debit card. What resolution would you give?

• It could be a network issue, he should try again later

• An active debit card is required to activate Mbank application.

• Customer should re-download the application and try again

• Customer needs to visit the branch

Madam Saje complained of unable to initiate transfer on ibank and she doesnt have a hardware token. What does she need to do?

• Hardware token is required before customer can complete transaction on ibank

• Customer needs to be activated for online banking

• Apologize and inform customer to calm down

• Customer should generate soft OTP via 737 for transfer from N100,000 and below.