Compliance training procedures for csp s tm s
This presentation is the property of its rightful owner.
Sponsored Links
1 / 25

Compliance Training & Procedures for CSP’s & TM’s PowerPoint PPT Presentation


  • 118 Views
  • Uploaded on
  • Presentation posted in: General

Compliance Training & Procedures for CSP’s & TM’s. Are you doing the right thing ? Are you ready to tackle this “Big Rock?” Are you up to this challenge? LaKeah Whitaker. Compliance Training. Welcome Norfolk Site to Compliance Training Session.

Download Presentation

Compliance Training & Procedures for CSP’s & TM’s

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


Compliance training procedures for csp s tm s

Compliance Training & Proceduresfor CSP’s & TM’s

Are you doing the right thing?

Are you ready to tackle this

“Big Rock?”

Are you up to this challenge?

LaKeah Whitaker


Compliance training

Compliance Training

Welcome Norfolk Site to Compliance Training Session


Compliance training why is this training necessary

Compliance TrainingWhy is this training necessary?

  • Within Norfolk’s Customer Service & Support our associates’ are not properly authenticating our customers utilizing the High Risk verification procedures 56% of the time resulting in us under verifying our customers. 

  • In doing this, we are placing the bank and our customers at risk. 


Compliance training1

Compliance Training

  • Compliance is a “Big Rock” that we need to tackle immediately.

  • Whose problem is it?

    This is everyone’s problem!

    • Site Executive

    • Team Managers

    • Customer Service Professionals

    • Training Department

  • The next slide will provide data to support why this training is necessary:


Compliance training definition

Compliance TrainingDefinition

  • What is compliance & what does compliance mean to me?

  • Customer Service is obligated to protect our customers and our companies information from any situation, which may compromise the security of accounts. In an effort to do so, it is imperative that we follow correct verification procedures.


Compliance training associate survey data reasons why we are failing compliance

Compliance TrainingAssociate Survey Data(Reasons why we are failing compliance)


Compliance training associate survey data reasons why we are failing compliance1

Compliance TrainingAssociate Survey Data(Reasons why we are failing compliance)


Compliance training call flow for general calls

Compliance TrainingCall flow for General Calls

Customer Service Professionals

  • Please reference the below Flow Chart for general calls to ensure you are following proper protocol.


Compliance training flow chart for all calls

Compliance TrainingFlow Chart for all calls


Compliance training customer service professionals

Compliance TrainingCustomer Service Professionals

  • Now that you know the call flow I guess you are wondering what calls require which types of verification?

    • Below you will find what defines low and high risk verification?

    • Below you will find a matrix to assist you with that?


Compliance training procedures for csp s tm s

Pay by phone compliance information:

  • Pay by Phone fees need to be disclosed each time even if you are waiving the fee.

  • U.S. Address:"This payment will be electronically transferred from the account you designate. In order to complete this transaction, please provide the 5 digit zip code of the billing address.“

  • Foreign Address:Payments made by phone will be electronically transferred from the account you designate.  To authorize this transaction, please provide the last four digits of the primary card holders social security number.”


What is low risk verification

What is Low Risk Verification?

  • Always verify the caller’s name and account password (if applicable)

  • Low Risk Verification includes all of the following:

    • Caller's name

    • Last four digits of SSN or Verification ID

    • Telephone number confirmation


What is high risk verification

What is High Risk Verification?

  • Always verify the caller’s name and account password (if applicable).  

  • High Risk Verification includes all of the following:

    • Caller's name

    • Last four digits of SSN or Verification ID

    • Telephone number confirmation

  • And TWO of the following:

  • Address

  • Full name of other customer on account

  • Photo card (yes or no)

  • Number of cards issued on account

  • Automatic payment option on account (yes or no)

  • Customer's home or business phone number

  • Date of Birth


Low risk verification matrix

Low Risk VerificationMatrix


High risk verification matrix

High Risk Verification Matrix


Release account number verification only

Release Account Number Verification ONLY

  • Always verify the caller’s name and account password (if applicable).

  • Release Account Number Verification includesall of the following And two of the following:

  • Caller's name

  • Address

  • Last four digits of SSN or Verification ID

  • Full name of other customer on account

  • Telephone number confirmation

  • Photo card (yes or no)

  • Amount of credit line

  • Number of cards issued on account

  • Date account was opened (estimated in years)

  • Automatic payment option on account (yes or no)

  • Amount of last payment

  • Customer's home or business phone number

    The expiration date cannot be released over the phone under any circumstances.


Lost stolen card security report verification

Lost & Stolen: Card Security Report Verification

  • Includes All of the following:

  • Password or Mother's Maiden Name (if applicable)

  • Home Phone Number

  • Social Security Number

  • Previous Address if updated within the last 60 calendar days.

  • Address with Zip Code   

  • Verify any additional information if one of the above does not appear on the account.  If the caller cannot verify five pieces of information or the call seems suspicious, transfer the call to Fraud Detection.  


Compliance training customer service professionals1

Compliance TrainingCustomer Service Professionals

  • Role-Play scenarios with CSP’s will be practiced to ensure they are comfortable with Compliance procedures

  • Post-survey and quiz given to test knowledge


Compliance training call flow overview team managers

Compliance TrainingCall flow OverviewTeam Managers


Compliance training for team managers

Compliance TrainingforTeam Managers

  • As Team Managers, you need to ensure all of your CSP’s are aware of the proper verification procedures.

  • According to the survey taken to support the data, the CSP’s stated:

    • They need more information around procedures

    • More training

    • More visual references

    • Need to see the big picture

    • More accessibility to the procedures


Compliance training for team managers1

Compliance TrainingforTeam Managers

  • Post the Verification Matrix in every cube

  • Make the CSP’s apart of the solution so they will feel apart of the plan

  • Appoint one Point of Contact (POC) per team to help with the reinforcement


Compliance training for team managers2

Compliance TrainingforTeam Managers

  • Last but not least hold associates accountable for not properly authenticating customers.

  • The same way Team Manager’s hold associates accountable for performance, this should be treated the same way.


Compliance training for training partners

Compliance TrainingforTraining Partners

  • Start emphasizing the importance of proper authentication

  • Start also utilizing the visuals

  • CSP’s complained about not knowing where to find the information

    • Work on screen navigation

    • Show them where the information can be located

    • Regularly quiz the CSP’s on using the “search engine” on our Knowledge Program – Infonet

    • Give associates more CBT’s to help with their knowledge


Compliance procedures

Compliance Procedures

  • Compliance is very important in this environment and we need to strive for 100% accuracy everyday on every call.Anything less is unacceptable


Compliance procedures1

Compliance Procedures

Are there any questions?

Thank you for attending this Compliance

class.


  • Login