WorksheetsIBANK ASSESSMENT TEST FOR NEW INTAKES, APRIL (RETAKEN), 2021
Total questions: 20
Worksheet time: 40mins
Favour Okadigbo, informed you that she want to initiate an FX transfer but she doesnt know the charges attached to FX transfer. The following are charges for FX transfer, except.....
NIP transfer
Commission
Telex
Off Shore Charges
Feyisara Oyedokun, complained that she initiated an FX transfer of $3,000 on 30th April, but beneficiary is yet to get value. What SLA would you give to the customer?
72 hours
48 working hours
72 working hours
48 hours
Agaji Melinda, complained that she initiated an FX transfer of $1,500 to a beneficiary on 29th April, 2021. Customer claimed that beneficiary's bank claimed that value was not received, after the beneficiary has provided a telex copy for the transaction. Which unit would you escalate to for prompt resolution?
e-transfer@gtbank.com
fxcustomercare@gtbank.com
e-paymentsupport@gtbank.com
contactcentersupervisors@gtbank.com
Aigboboh Gerald, complained that he initiated an erroneous NIPS transfer of N10,000 to Zenith bank on 28th April, 2021. The following are conditions for recall of erroneous transfers to other banks EXCEPT......
At the discretion of the other bank/consent of beneficiary
When the customer has been a very good customer of the bank
Subject to availability of funds in the beneficiary’s account.
On best effort basis.
Nneamaka Akpan, complained of an erroneous transfer of N60,000 to Faith Onayemi (another GTBank customer). As a CCA, you confirmed on Faith Onayemi's account that the funds is still available. The following steps are to be taken to assist Adunni Agbo to recoup her funds EXCEPT.....
Send indemnity form to customer to fill.
Upon receipt of duly completed form, block the funds in Alani Ekun’s account.
Inform her funds will be made available immediately we get the duly signed indemnity form.
Call the beneficiary to get his consent to return funds.
Nkem Adanma, informed you that she is an old user on Ibank. She then informed you that she has forgotten her Ibank user ID but can still remember her password. Old use on Ibank can login with the following registered details with GTBank EXCEPT .......
.A 3rd party's email address
Phone number
Nuban account number
Bridget Patrick, informed you that she paid for Ikeja Electric but didnt get a token. You have confirmed on BO Reports/Payorboro that no token is generated. For prompt resolution, which unit would you escalate to?
E-payment@gtbank.com
Itworks@gtank.com
Supervisors@gtbank.com
collaborations@gtbank.com
Afeez Akintola, paid for a cable subscription via GTcollections and the transaction failed. Which unit would you escalate to for prompt resolution?
E-payment@gtbank.com
Itworks@gtank.com
collaborations@gtbank.com
E-transfer@gtbank.com
Collins Ogbonna, funded his bet9ja (kc gaming) with N6,000. Customer informed you that he didnt get value. Which team would you escalate to for prompt resolution?
collaborations@gtbank.com
E-payment@gtbank.com
Itworks@gtank.com
smesport&lifestyle@gtbank.com
Doris Okocha, informed you that she paid for Ibadan Electric bill, but didnt get token. The following are the Discos that you can retrieve their token on Payorboro, Except....
Ikeja and Eko Electric
Portharcourt Electric
Enugu Electric and Abuja Electric
Ibadan Electric (IBEDC)
Adeyemo Ruth, engaged you that she want to reset her Ibank password on Ibanking using self-service option. Which of the following must customer provide?
Transaction PIN
His phone number
Secret question answer
Debit card PIN
Onyiye Ifeanyi, informed you that she can longon to Ibank but doesnt have an hardware token to initiate transfer of N70,000. What does she need to do?
Apologize and inform customer to calm down.
Customer needs to be activated for online banking.
Customer should generate soft OTP via 737 for transfer from N100,000 and below.
Hardware token is required before customer can complete transaction on Ibank
Onwuha Ether, just downloaded Mbanking application on her phone. She then inquired from you how to activate Mbank application as she doesnt have a debit card. What would she need to activate the application?
It could be a network issue, he should try again later.
Customer should re-download the application and try again.
Customer needs to visit the branch.
An active debit card is required to activate Mbank application.
Gabriel Damilola, informe you that its been a long time she initiated transfer via Ibank. She then inquired from you as a CCA, if secret question answer is required before she can initiate transfer on Ibank.
No, secret question answer is not required
Yes, secret question answer is required
Its optional
Its not necessary
Omobolanle Kuye, is a beneficiary of an erroneous transfer of N10,000 from another GTBank customer. After your conversation with Omobolanle Kuye, she gave her consent that funds be returned to the sender. What step would you take to resolve this issue?
Inform customer to visit the branch to fill transfer form.
Escalate to wrong beneficiary's account officer.
Plead with customer to put it in writing and submit it at the nearest branch.
Tell customer to call her account officer to debit him and move funds to the sender's account.
As a CCA, you are to send login details to customer for INTERNET BANKING profiling, the following are to be done EXCEPT ...
Agents will also tell customer that the account must not have any form of restriction and also inform him/her all the services he/she can see on the platform
Agent needs to inform customer that he or she needs to setup secret question and answer if logging in for the first time and that that he/she will get a prompt to change password from default to her desired password.
Agent should confirm the platform the customer is attempting to login on and if customer has active naira MasterCard to authenticate either the app or the device.
Agent needs to probes customers to confirm why customer is requesting for login details and also confirm if customer is a first time or old use
Uche Ezirim, informed you that he just picked upa token at the branch, but doesnt know how to activate the token. How will a customer activate token on Internet Banking?
By calling GTConnect to help him to activate it.
By informing the teller at the branch to assist him to do it.
By escalating to itworks by agents.
By typing the numbers at the back of the token.
Uwarah Ihuoma, engaged you as a CCA and complained of unable to use online banking password sent to his email a day before calling. What could have been the issue?
Online banking password expired after 48 hours.
Online banking password expired until customer uses it.
Online banking password expired after 1-24 hours.
Online banking password expired after 72 hours.
Chinomso Mary, who operates an individual account and is profiled for Ibank, complained of unable to logon to GAPS. GAPS platform is meant for ............
Mass retails customers
Corporate account holders
Seniors account holders
Savings account holders
Nwoke Innocent, informed you that he re-installed his Mbank/GTWorld application, he can still remember his login details. What would he do to logon?
A new login details need to be sent on single sign on
Customer login with his login details
Customer need to give a written instruction and forward to e-fraud
Customer should visit the branch
