Red Flags Quiz

Which of these is a key red flag during a verification ?

• Customer answers confidently

• Background sounds like a call center set up

• Answers are scripted and rushed

• Customer asks for more details

Which of these is part of your pre-call check?

• Recent transaction pattern and device

• High urgency or aggression

• Language of the customer

• All the options

Which of these is a good opening for a call?

• Are you the customer?

• Why do you sound different?

• Prove your identity now.

• Is it a good time to talk?

A new payee/Beneficiary was added and a large transfer was attempted immediately. What would you do?

• Wait for the customer to contact CCC

• Unblock the online banking

• Call the customer to verify if the activity was genuine.

• None of the options

During a call, the customer seems nervous and gives delayed responses (as if checking with someone) What's the best action to take?

• End the call immediately and escalate it.

• Ask the customer if they are able to speak and offer to call back

• Ignore the cues