NEW INTAKE FIRST ASSESSMENT TEST (MAY,2021)

Nnebuife Udoh called into GTConnect around 10:30am as regards her dispense error complaint, what would be your opening script?

• "Good afternoon, my name is....How may I assist you?"

• "Good morning, my name is .....what's your account number?"

• "Good morning, my name is .....kindly go ahead, I can hear you."

• "Good morning, my name is .....May I please have your account number?"

Isreal Toluwase a Contact Center Representative needs to place his customer on hold for the first time. What is the duration and what standard script is he expected to use?

• 60 seconds & "May I please place you on hold while I ......"

• 60 seconds & "Please stay on hold while I ......"

• 60 seconds & "Kindly hold on the line while I ......"

• 60 seconds & "Please hold the line while I ......"

Sefia Gbadamosi, complained of an uncredited NIPS transfer to her sister who has a Sterling Bank account, how many authentication is required before her complaint can be treated?

• 5

• 4

• 3

• 6

Chief Chris Neto requested for online banking login details but has his friend's e-mail address. What information would you give to him?

• He should dictate his friend's email address for login details to be sent and then advise the customer to update the email address on his account and explain the various ways an update can be done.

• He should send a signed written instruction to GTconnect to have his request treated.

• Login details is sent to customer's registered e-mail address with GTBank. Advise the customer to update the email address on his account and explain the various ways an update can be done.

• Inform customer to fill indemnity form to enable us send login details to his friend's email

Alhaji Falaki, a gold merchant engaged you as a CCR and you have resolved his issue. What would be your closing script?

• Thank you for choosing Guaranty Trust Bank, do have a good day

• Thank you for choosing Guaranty Trust Bank, enjoy the rest of your day

• Thank you for choosing GTBank, do have a good day

• Thank you for choosing Guaranty Trust Bank

Ajoke Alero, lodged a complaint and you resolved her issue. On which application would you put your interaction with her?

• Nuban checker

• Basis

• Postilion

• CRM

Professor Gbenga Jimawo complained that she initiated a NEFT transfer of N100,000 after 1pm today and beneficiary is yet to get value. What could be the issue?

• It could be network issue

• Beneficiary will get value the next working day

• Customer should calm down as it would be escalated to the unit in charge

• Beneficiary will get value the next day

Micheal Odutunsin engaged you and requested for his online banking login details. The sub-application to send online banking login details to customer is ......... which can be found in ........

• Postilion & CRM

• CRM & E-one Access Manager

• Single-sign on & Basis

• Single-sign on & E-one Access Manager

Madam Ebunoluwa Romoke inquired status of a dispense error that has already been logged. Which of the applications can we use to confirm the status of a dispense error complaint?

• CRM & Clearing tracker

• Postilion & NUBAN Checker

• Extraswitch & Mastercard

• BO Reports & Arbiter

Adaeze Nzube engaged you as a Contact center agent and inquired about the cost of a hardware token, what will be the appropriate response?........

• #2,005 (VAT of 7.5% inclusive)

• #2,205 (VAT of 6.5% inclusive)

• #2,688 (VAT of 7.5% inclusive)

• #2,305 (VAT of 5.0% inclusive)