
Call Structure & Security
Authored by Poppy Holmes
Other
5th Grade
Used 6+ times

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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of these is not needed for standard security?
DOB
NINO
Account number
Mortgage Term
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In order to stay in line with GDPR, we must check a customers contact details and marketing preferences every __ months
3
6
12
24
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of these helps make a conversation great?
Clarity
Questioning
Rapport
Trust
All of them
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of these should we be using more when questioning?
Trick question, we don't need to question
Open questions
Closed questions
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