WorksheetsNEW INTAKE FIRST ASSESSMENT TEST (FEB,2021)
Total questions: 20
Worksheet time: 31mins
Jacob Wilson called into GTConnect around 11:30am, what would be your opening script?
Good morning, my name is ......go ahead, I can hear you.
Good morning, my name is ......whats your account number?
Good morning, my name is ...... May I please have your account number?
Good afternoon, my name is...... How may I assist you?
You are on a call with Fredrick Chiwendu and you need to place the customer on hold for the first time. What standard script would you use?
May I please place you on hold while I ......
Please stay on hold while I ......
Kindly hold on the line while I ......
May I place you on hold while I ......
. Kadijat Anisulowo, complained of an uncredited nips transfer to other banks, how many authentication is required before her complaint can be treated?
3
4
5
6
Mr Adekunle requested for online banking login details but has his friend's e-mail address. What information would you give to the customer?
Inform customer to fill indemnity form to enable us send login details to his friend's email
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. Suggest customer visit the branch to update email address on account.
Makinde Adeyemi, a student of University of Lagos engaged you as a CCR and you have resolved his issue. What would be your closing script?
Thank you for choosing Guaranty Trust Bank
Thank you for choosing GTBank, do have a good day
Thank you for choosing Guaranty Trust Bank, enjoy the rest of your day
Thank you for choosing Guaranty Trust Bank, do have a good day
Fidelis Onuchukwu, lodged a complaint and you resolved his issue. On which application would you put your interaction with him?
CRM
Basis
Postilion
Nuban checker
Olori Moyin 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?
Beneficiary will get value the next working day
It could be network issue
Beneficiary will get value the next day
Customer should calm down as it would be escalated to the unit in charge
Badore Blessing engaged you and requested for her online banking login details. The application to send online banking login details to customer is ........
Postilion
CRM
Basis
Single sign on
Orji Favour engaged you and inquired the cost of a hardware token ........
#2,005
#2,205
#2,688
#2,305
Bello Johnson inquired status of a dispense error that has already been logged. On which application would you confirm the status of the dispense error?
Extraswitch
Postilion
CRM
Clearing tracker
Fashola Bolarinwa complained of uncredited nips transfer to other banks. The application to confirm status of NIPS transfer is called ......
Extraswitch
CRM
Clearing tracker
BO reports
Prof Dende called GTConnect as an irate customer, but he requested for his online banking login details. As a CCA, what should you do?
No authentication is required as he is an irate customer
Apologize, authenticate and send login details
Because he is irate, customer should be referred to the branch
Inform him to calm down, then tell him to call his account officer
Adekunle Olakunde complained of unable to use his Naira mastercard debit on Jumia for a transaction of N20,000. Which application would you use to query his Naira mastercard debit?
Basis
E-one
CRM
Postilion
The following are not part of bio-data authentication question, EXCEPT ........
Date of birth
Branch where account was opened
Phone number on account
Account name
Dr Mobolaji Festus engaged you as a customer representative personnel and requested for his account statement. How many authentication question (s) must he answer correctly before you can treat his request (break it down)?
Customer must answer 3 questions correctly (1 bio data, 1 transaction and 1 additional)
Customer must answer 4 questions correctly (2 bio data, 1 transaction and 1 additional)
Customer must answer 6 questions correctly (2 bio data, 2 transaction and 2 additional)
Customer must answer 2 questions correctly (1 bio data, 1 transaction)
Authentication is NOT required for the following EXCEPT.....
Dispense error
Failed bills payment
Uncredited nips transfer
Blocked funds for airtime
Alhaja Kokumo Adebisi, requested for her online banking login details but she couldnt answer authentication questions. What would you do?
Agent inform his/her supervisor as to be guided on what to do
Agent give customer a clue to enable remember the details on customer's account
Agent refer customer to account officer immediately
Agent suggest customer should call back once customer can remember answers to authentication questions
Bamisaye Julius complained of a business gone bad transaction and requested for recoup of funds. What resolution would you give?
Inform customer to contact law enforcement agent
Escalate to e-fraud team
Raise SR to customer's branch
Inform customer to forget about it
Frank Brown complained that his online bank access is blocked. As a CCA, on which application would you unblock his access?
CRM
Single sign on
Postilion
Basis
Mohammed Bashir, requested for his account to be restricted as he was involved in an armed robbery attack. Which application would you use to restrict the account?
Basis
CRM
Process Maker
Postilion
