Call Center: New Accounts
This workflow template illustrates the handling and completion of new account enrollments through the call center channel. This process includes customer risk assessment, bank account enrollment and online user account setup. Purchase and download this template in PDF and Visio (VSD) formats. You can customize it to fit your own organization, or simply use it to better understand the Call Center: New Accounts process.
Related KPIs : Average Handle Time (AHT), Enrolled Bill Pay Users as a Percentage of Checking Accounts, New Accounts Opened per Branch
What is Call Center: New Accounts?
The Call Center: New Accounts process involves the handling and completion of new account enrollments through the call center channel. This process includes discussing the account opening requirements, customer information collection (documents, customer forms, etc.), customer risk assessment, bank account enrollment and online user account setup (if the customer does not have the card with the account, customer should validate the account number and type before submitting confirmation). If the customer calls to receive a Telephone Access Code (TAC), ensure that a risk verification is performed and customer information is confirmed. That said, if a customer inquires about an E-statement set-up, redirect them to the website and walk then through the set-up steps.
Download a Sample Call Center: New Accounts
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