challenge resilient people don't see problems, they see challenges. What are you challenges? how to handle frustrated cx get a good resolution in a quickly expectation of time handle all tools
support resilient people have true support systems. Who is your support system? God, parents, brothers.
health habits resilient people are aware of their: exercise/ diet/ sleep, relaxation and rest. What habits should you change? improve my sleep time +5h make a relaxation routine time play sport
Take a few minutes to think about the following questions: 1.What was one thing you learned today? we learned about Why mentioning the branding is important for a business as we make sure we value the company identity. strengthens the memory of the company on customer's and make a trustful in the first impression for the interaction.
2.What was a challenge you faced, and how did you overcome it? how to handle frustrated cx get a good resolution in a quickly expectation of time handle all tools
by listening/acknowledge/ willingness to help/ empathy
3.What was a highlight or positive moment for you today? when we set goals about health habits improve my sleep time +5h make a relaxation routine time play sport
4.What’s one good thing you’re taking away from today’s session? when we set our commitment so we can work on that 1.to share a good service 2.to deliver company value to cx 3.follow up with my customers until providing a good resolution or resolving an issue
*9/25/2024 class 2 qs: What are the 5 components of OUR Greeting? 1.the standard greeting: smile on the voice 2.use cxs name: may i please you call by your first.. 3.when there's a wait: sorry for the wait 4.when placing cx on hold: dont you mind if a place you on a brief 5.when transferring a call:i have to transferr you for better ass... before transferring is there anything else...
What is resilience ? Resilience is the ability of working to get better from challenges and keep a positive attitude not matter the obstacles on the interaction. It helps us: Manage better stress/ Improve customer interactions/ Move on from negative interactions
Roleplay about what we did yesterday? basically talk with a smile good tone of voice be fast thinking and create an imaginary but real solution
calls reason a charge that cx doesn't want to get a charge (it could be because she doesn't recognize the charge or she had autopayment) a pack should be delivery tomorrow (could be a card.) to know if someone take her card info (ex. cx noticed a charged for a faraway Walmart charge)
Why is branding important for a business -ways how to create connection: personalised comunication taylor interaction active listening gathering action on feedback maintaining transparance and trust empathy
product overview: SANTANDER CORE PRODUCTS: checking borrowing saving credit cards
guiding principles: managing risk and remaining in compliance. Exceeding our cxs expectations with every interaction fulfill cx finananc neeeds today and in the future
objectives: understand the core product offering and terminology
what are the core products that santander offers to cx? saving/ CHECKING/ creditt card/ money market/ cd/loans //We no longer offer Mortgages and HELOC’s - HELOC: Home Equity Line of Credit we no longer offer but we provide service to them//
JOB AIDS: JA204 - DEPOSIT TERMINOLOGY
there is a specific amout as daily withdrawal and cx is able to be overcdraft on ATM.
JOB AIDS: JA130 - Credit Cards Guided Resource we just manage cashback credit card. we have another one we do not longer offers. Santander currently offers 1 Credit Card, which is the Ultimate Cashback. Santander no longer offers but services two other credit cards: Bravo, and Sphere.
JA220 -Loans/Lines of Credit – Resources/Procedures
JA344 - Rates and fees
santander private checking
research product and create a presentation
we use zipcode to check interest rate on states.
"money brings more money", s' wait why yours not applying this quote?. on Santander we value your money. Do it right The Santander Way. thank you for banking with Santander
select checking waive fee if employee
CERTIFICATE OF DEPOSIT OR TIME DEPOSIT
contact center VDI - rates and fee - consumer loan rates - excel doc all rates
summary understand the core product offering and terminology
Each group take a few minutes to think about the following questions: What was one thing you learned today? product overview: SANTANDER CORE PRODUCTS: checking borrowing saving credit cards
What was a challenge you faced today, and how did you overcome it? to create a product ads and we overcame it knowing the product and Defining your target audience
What was a highlight or positive moment for you today? when we get more job aids JOB AIDS: JA204 - DEPOSIT TERMINOLOGY JOB AIDS: JA130 - Credit Cards Guided Resource JA220 -Loans/Lines of Credit – Resources/Procedures JA344 - Rates and fees
What’s one good thing you’re taking away from today’s session? DEPOSIT TERMINOLOGY (open vocabulary)
////////9/26/2024//////////////
-introduction to systems: santander US homepage The source santander learning outlook onenote password recovery
-CSC advisor tools: CIC CARE clic one tool cc servicing genesys soft phone advisor sharepoint santander website US team directory
*****lookin at tools: 1-santander US Homepage (the source icon on windows) we login cc servicing there
quick links (the source): us team directory password portal techdesk/help
The Source should be pulled up everyday. Once you have access please copy the different links and send them to yourself on teams. Cause sometimes when you favorite/bookmark it, it doesn't save
2.sanlearns (santander learnings) HOW TO LOG IN: the source - my HR - NEW HIRE - AUTHENTI SYSTEM: SHUSA ANS SANTANDER BANK NA (IT WILL SEND U DIRECTLY ON CHROME AND ON EDGE U HAVE TO PUT UR CREDENTIAL AND SELECT SHUSA AGAIN
on sanlearn you complete training courses there, how? plan summary then go to plan : u have to complete the pending ones
other way to access on sharepoint - scroll down on the list of icons icon sanlearn
Systems so far: The Source - Red icon with "S" on desktop (CC Servicing can be accessed there) Santander learning - 1st : Quick Links - HR Resources - Santander Learning 2nd: My HR - New Hires - Scrolled to the bottom - Click Santander Learning. 3rd: Advisor SharePoint - SANLearn Icon
outlook email click on fish icon to report any phishing mail you received organized email use it for work or password info never email accounts number or social security numbers. we receive emails info from tiers 1/2 (updates) how to reply? on the email there are replys buttom reply When you choose "Reply," your response will only be sent to the original sender of the email. This is ideal when your response is relevant only to the person who sent the message and does not need to be seen by everyone included in the original email. reply all When you select "Reply All," your response will be sent to the original sender and all other recipients included in the email.This option should be used when your response is relevant to the entire group, but it should be used with caution to avoid unnecessary clutter in everyone's inbox.
4.ONENOTE: will help to keep notes safely and organized. you can use checklist icon there. we are able to email on
5.password portal: the source quicklinks -password portal- x user- complete security question mother maiden name : casado vacation location: ocoa past time: nba favorite color: red city: bani
6.Csc advisor tools Csc advisor sharepoint: review communication sent from retail *daily) / review urgent communications( sent as needed) portal cic: a system used only by customer service center. it is area of the system that allows you to control the use of the phone in addition to many other functions to service your cx. take call/authenticate a cx. care:a system where all cx complaints are tracked as well as some maintainance requests. submit service request/ submit a cx complaint. clic: access job aids/access policis and procedures/access FAQ'S. one tool: a sale and service too which incorporates many application commonly used advisors and frequently asked info, all into one system. REVIEW NOTES THAT HAVE BEEN ADDED ON CX INCIDENTS / LINK OVERDRAFT PROTECTION/ COMPLETE AN ADDRESS CHANGE. cc servising: used to access cx info such as name, address, social security, (info of balance, do any change on the account) review all cx account maintanance request / review all cx accoount inquiry request.
***CSC Advisor Sharepoint – A one-stop shop for communications and other on-goings of the Customer Service Center. This Tool has been developed just fir the CSC Advisors to help simplify access to many resources needed on the job. Review communications sent from Retail (daily) and review urgent communications (sent as needed)
Portal CIC – A system used only by the Customer Service Center. It is the area of the system that allows you to control the use of the phone in addition to many other functions to service your customers. Take calls and Authenticate a customer.
CLIC – A Centralized Learning Information Center (CLIC) where an Advisor can search for job aids, procedure documents, and FAQ's on common task and how to complete the task within a Santander System.
ONE Tool – A Sales and Service Tool which incorporates many applications commonly used by Advisors and frequently asked information, all into one system. It provides detailed information regarding customer opportunities, sales, history, and contact history. Review notes that have been added on customer incidents, link overdraft protection, complete an address change.
CARE – A system where all customer complaints are tracked as well as some maintenance request. Can be accessed through various tools, Portal CIC, CC Servicing or the ONE Tool.
CC Servicing – A Private Portal that all CSC Advisors used to access customer information such as name, address, social security number, etc. It contains account information such as account numbers, balances, transactions, etc. Review all customer account maintenance request. Review all customer account inquiry request. **
7.CC servicing Log in source - login - xnumber and password -
on cic if the cx was authenticated on ivr it will pop the account number.
we can filter account with ssn. Tip: if you click on master glass you will get customer search with customer number. in case you type SSN you click on right arrow icon that pop up nect to maste glass.
CX NEED ssn or ITIN. An ITIN, or Individual Taxpayer Identification Number, is a tax processing number only available for certain nonresident and resident aliens, their spouses, and dependents who cannot get a Social Security Number (SSN). It is a 9-digit number, beginning with the number "9", formatted like an SSN (NNN-NN-NNNN)
IN CASE WE NEED TO LOOK FOR THE ACCOUNT THEY HAVE TO GIVE ME THE FULL SOCIAL SECURITY NUMBER.
so at the right op we see a menu we are gonna use CIC - one - cc serving - general. general: to see rates and fees.
and there is a left doen dropdowwn menus for inquiries.
portal CIC - it's like telephone caller we take and authenticate calls from here we gonna access to sharepoint: on useful links - external sharepoint - santardernet.sharepoint.com when we got the error message opening cic o sharepoint happen because of system issues and when cc serving se cae we have to clear cache, if it doesnt work so reset password, if not working we need a ticket. sometimes cic drop few times.
genesis soft phone configuration workspace desktop edition - pin to task bar or pin to start - place_ep_123456(6 code desktop) there we checking status on name auto hide option exit - to log off - you have to clic on profile portal cic login with genesis pressing ok - change staust to ready -we can hide the call with blu icon close the minute of the call, there we can hold mute and level mic up.we transfer with the extention number and enter. warm transfer. if you want to call you have to press +91 and then 10 digit number genesis videos: https://express.adobe.com/video/zzQpYfM9NduPU https://express.adobe.com/video/YXkUAVNY8gwvO
CSC Communications: for updates or proceidures for latest news. sharepoint- home - communications- there we can see latest news.
CLIC we can access on SharePoint on the list below
sharepoint has a key word search bar, you should "click here to access all library"
jobs aid they get updated, its better to bookmark not download
preferred way to access one - care, no recent case like a tab menu on one
cc servicing - crm portal (left down menu)
cic - care non customer access net to home
santander website
15 minutes to work on the following questions about what we learned today:
1.Where do I go if I need to log in into CC servicing? source - login - xnumber and password -
2.Where is located the quick access to The Source? the s icon on windows desktop screen
3.What is required to log in into The Source? credentials x user
4.On The Source, where can I find the link to Password recovery? the source quicklinks -password portal
5.What are 3 actions I can make on the Password Portal? change password unlock account update security questions
6.On CC servicing, what are the accesses you have on the carousel? general cic one cc servicing
7.On CC servicing, what are the main 5 methods for searching a customer and what is the last resource we use for search? customer # acc# debit.credit card number name id number -- ssn
8.Can you access CARE via Portal CIC? yes
9.Can you access CARE via One Tool? yes
10.Where can the customer access the OLB? on santander website
11.Where can you find a team member’s location and job title? us team directory on quicklinks