Call Structure & Security

Which of these is not needed for standard security?

• DOB

• NINO

• Account number

• Mortgage Term

When completing security with a solicitor, we can either take the account number or full address

• True, either is fine

• False, we must have the account number

When completing security with a solicitor, when does the written request need to be dated from?

• Last 12 months

• Last 6 months

• Last 3 months

• Last 9 months

In order to stay in line with GDPR, we must check a customers contact details and marketing preferences every __ months

• 3

• 6

• 12

• 24

Which of these helps make a conversation great?

• Clarity

• Questioning

• Rapport

• Trust

• All of them

What should you consider doing if someone calling fails security and you have concerns that it was not the customer named on the account?

• Submit a Financial Crime Report

• Nothing as they failed security so the account is safe

• Tell your leader

• Report it to Credit Risk

Which of these should we be using more when questioning?

• Trick question, we don't need to question

• Open questions

• Closed questions

What script do we need to confirm to customers looking to choose their own rate online?

• Online Script

• GDPR Script

• EO Script

• Risk Script

What do we need to check with customers looking to choose their own rate online?

• What product they are going to choose

• If they are wanting to make any changes

• What device they will use to follow the process

• if they are a qualified adviser

When a customer is having a rate switch appointment, we need to make them aware of what income/expenditure documents they will need to send to the MA

• True

• False