| 1.
|
Examine the overall usage of the customer request processing system.
(I)
|
| 2.
|
Search customer profiles, account history, and previous customer
requests. (I)
|
| 3.
|
Interpret customer account history and other data. (I)
|
| 4.
|
Identify reasons to research a bank customer's account. (II)
|
| 5.
|
Research a customer's account for incorrect posted transactions and
electronic transactions. (II)
|
| 6.
|
Adjust a bank customer's account. (II)
|
| 7.
|
Complete various monetary transactions including funds transfers and
automated payments. (III)
|
| 8.
|
Determine when to refund a fee. (III)
|
| 9.
|
Use the customer sales assistant function. (IV)
|
| 10.
|
Review and use appropriate scripts to offer various bank products and
services to customers. (IV)
|
| 11.
|
Demonstrate ability to handle customer objections. (IV)
|
| 12.
|
Demonstrate effective communication skills. (I-V)
|
|