Customer Service Representative Assessment

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Quizzes Created: 4 | Total Attempts: 1,058
Questions: 20 | Attempts: 219

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Customer Service Quizzes & Trivia

This assessment will help gauge your Customer Service Representative knowledge skill level.


Questions and Answers
  • 1. 

    What five pieces of information must you have from your customer (at a minimum) to create a Customer Information File for a Primary relationship on an account?

    • A.

      Legal name, SSN/Tax Id number, date of birth, email address and mailing address

    • B.

      Legal name, SSN/Tax Id number, date of birth, physical address, and identification number

    • C.

      Legal name, SSN/Tax Id number, date of birth, home phone number and mailing address

    Correct Answer
    B. Legal name, SSN/Tax Id number, date of birth, physical address, and identification number
    Explanation
    To create a Customer Information File for a Primary relationship on an account, the minimum required information from the customer includes their legal name, SSN/Tax Id number, date of birth, physical address, and identification number. These details are necessary to accurately identify and verify the customer's identity and establish a record in the system. The legal name ensures proper identification, while the SSN/Tax Id number and date of birth help in verifying the customer's identity and age. The physical address is crucial for communication and mailing purposes, and the identification number aids in further verification and tracking of the customer's information.

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  • 2. 

    What system is used at Capitol Bancorp Limited to create new Deposit accounts and documentation?

    • A.

      SilverLake

    • B.

      StreamLine

    • C.

      NetTeller

    Correct Answer
    B. StreamLine
    Explanation
    StreamLine is the system used at Capitol Bancorp Limited to create new Deposit accounts and documentation.

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  • 3. 

    How many Primary signers may you have on each account?

    • A.

      As many as needed.

    • B.

      Up to five.

    • C.

      Only one.

    Correct Answer
    C. Only one.
    Explanation
    The correct answer is "Only one" because it states that you may have only one primary signer on each account. This implies that you cannot have more than one primary signer on any given account.

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  • 4. 

    True or false, for non-liable relationships, such as authorized signers, may have a Customer Information File created without a tax identification number or SSN.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    For non-liable relationships, such as authorized signers, a Customer Information File can be created without a tax identification number or SSN. This means that individuals who are authorized to sign on behalf of the customer but are not financially responsible for the account can still have a customer information file without providing their tax identification number or social security number.

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  • 5. 

    When creating a time deposit account, when is the account funded?

    • A.

      When the account is approved by the bank manager.

    • B.

      When the customer deposits fund through the teller line.

    • C.

      When the customer service representative upload the new account to SilverLake from StreamLine.

    Correct Answer
    C. When the customer service representative upload the new account to SilverLake from StreamLine.
    Explanation
    When creating a time deposit account, the account is funded when the customer service representative uploads the new account to SilverLake from StreamLine. This means that the funds are transferred and made available in the account at this point. The other options mentioned, such as when the account is approved by the bank manager or when the customer deposits funds through the teller line, do not necessarily involve the actual transfer of funds into the account.

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  • 6. 

    How do you make a withdrawal from an individual retirement account?

    • A.

      You must set up a disbursement in SilverLake to crate a direct deposit, ACH or hard check for the withdrawn funds.

    • B.

      You must set up a disbursement in SilverLake to crate a direct deposit, ACH or hard check for the withdrawn funds.

    • C.

      Use StreamLine recall to produce the documentation needed for a single withdrawal; then use Silverlake to produce the debit that will credit CD settlement which is then debited to produce a deposit, ACH or cashiers check from Vertex for the withdrawn funds.

    • D.

      Use SilverLake to create ether a reoccurring disbursement or a single disbursement withdrawal. Then use StreamLine recall to produce the documentation needed for a single withdrawal; then use Silverlake to produce the debit that will credit CD settlement which is then debited to produce a deposit, ACH or cashiers check from Vertex for the withdrawn funds.

    • E.

      All of the above

    Correct Answer
    D. Use SilverLake to create ether a reoccurring disbursement or a single disbursement withdrawal. Then use StreamLine recall to produce the documentation needed for a single withdrawal; then use Silverlake to produce the debit that will credit CD settlement which is then debited to produce a deposit, ACH or cashiers check from Vertex for the withdrawn funds.
    Explanation
    The correct answer is to use SilverLake to create either a recurring disbursement or a single disbursement withdrawal. Then, use StreamLine recall to produce the documentation needed for a single withdrawal. Finally, use Silverlake to produce the debit that will credit CD settlement, which is then debited to produce a deposit, ACH, or cashier's check from Vertex for the withdrawn funds. This explanation outlines the specific steps and tools required to make a withdrawal from an individual retirement account.

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  • 7. 

    What is the maximum number of relationship an account can have?

    • A.

      Five; one primary and up to four others.

    • B.

      It varies depending on the relationship types and the type of ownership.

    • C.

      There is no limit in the system, so long as all requirements are met for each signer.

    Correct Answer
    C. There is no limit in the system, so long as all requirements are met for each signer.
  • 8. 

    How can you look up a customer’s account information using SilverLake?

    • A.

      To inquire on a customer’s account you have to use the applicable application inquiry for the account type of the account you are inquiring on.

    • B.

      To inquire on a customer’s account you have two options. You may perform a Customer Information File inquiry then inquire on the accounts using the account list, or through the use of the applicable application inquiry for the account type of the account you are inquiring on.

    • C.

      To inquire on a customer’s account you have to use the Customer Information File inquiry then inquire on the accounts using the account list.

    Correct Answer
    B. To inquire on a customer’s account you have two options. You may perform a Customer Information File inquiry then inquire on the accounts using the account list, or through the use of the applicable application inquiry for the account type of the account you are inquiring on.
    Explanation
    The correct answer explains that there are two options to look up a customer's account information using SilverLake. The first option is to perform a Customer Information File inquiry and then inquire on the accounts using the account list. The second option is to use the applicable application inquiry for the account type of the account being inquired on.

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  • 9. 

    How many wire companies may a customer use for wire transfers?

    • A.

      Only one wire company can exist per customer.

    • B.

      As many as they are underwritten for.

    • C.

      Up to ten companies per customer.

    Correct Answer
    A. Only one wire company can exist per customer.
    Explanation
    The correct answer states that only one wire company can exist per customer. This means that a customer can only use the services of one wire company for their wire transfers. This implies that the customer cannot use multiple wire companies simultaneously or switch between different wire companies for their transfers.

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  • 10. 

    The following statements about the differences between retail and cash management online banking customers except…

    • A.

      Retail customers cannot have cash users on there online accounts.

    • B.

      Cash management customers may have access to ACH, Wires and ARP.

    • C.

      There can only be one NetTeller Id per retail account.

    Correct Answer
    C. There can only be one NetTeller Id per retail account.
    Explanation
    The given answer is incorrect. The statement "There can only be one NetTeller Id per retail account" is true and does not differentiate between retail and cash management online banking customers. The other statements highlight the differences between the two types of customers, such as retail customers not being able to have cash users on their online accounts and cash management customers having access to ACH, Wires, and ARP.

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  • 11. 

    True or false, all new application files (e.g. new accounts and new CIF) are active as soon as they are completed.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement that all new application files are active as soon as they are completed is false. In most cases, new application files require further processing or verification before they can become active. This can include steps such as reviewing the information provided, conducting background checks, or obtaining necessary approvals. Therefore, it is incorrect to assume that all new application files are immediately active upon completion.

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  • 12. 

    It is possible to perform many transaction functions online within SilverLake without the use of tickets and proof; in using these functions how can you perform a transaction between to unlike applications, such as from a Demand account to a General Ledge account?

    • A.

      This is not a function that can be performed online.

    • B.

      Through the use of cross application transactions.

    • C.

      Using the application transactions and simply changing the account type codes.

    Correct Answer
    B. Through the use of cross application transactions.
    Explanation
    Cross application transactions refer to the ability to perform transactions between different applications within the SilverLake system. This means that you can transfer funds from a Demand account to a General Ledger account without the need for tickets or proof. This functionality allows for seamless and efficient transaction processing between different types of accounts within the SilverLake system.

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  • 13. 

    True or false, the use of Account Reconciliation Processing is limited to official internal bank checking account (e.g. cashiers check, interest check, etc.).

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The use of Account Reconciliation Processing is not limited to official internal bank checking accounts. It can be used for various types of accounts, such as savings accounts, credit card accounts, and loan accounts. Account Reconciliation Processing is a method used to compare and reconcile the balances and transactions in an account with the bank's records, ensuring accuracy and identifying any discrepancies. Therefore, the statement that it is limited to official internal bank checking accounts is false.

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  • 14. 

    What is/are the way/ways that a customer’s name can be changed in the SilverLake Customer Information File application?

    • A.

      A customer’s name can only be maintained from the Change Name option listed in the CIF Maintenance menu.

    • B.

      A customer’s name can be maintained from the Change Customer Information and Change Name options listed in the CIF Maintenance menu.

    • C.

      A customer’s name can only be maintained from the Change Name option listed in the CIF Maintenance menu or the Customer Name page function under the CIF All-in-One option listed in the CIF Maintenance menu.

    Correct Answer
    C. A customer’s name can only be maintained from the Change Name option listed in the CIF Maintenance menu or the Customer Name page function under the CIF All-in-One option listed in the CIF Maintenance menu.
    Explanation
    The correct answer states that a customer's name can be changed either from the "Change Name" option in the CIF Maintenance menu or from the "Customer Name" page function under the CIF All-in-One option in the CIF Maintenance menu. This suggests that there are two ways to change a customer's name in the SilverLake Customer Information File application.

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  • 15. 

    What is the difference between a Customer Alert Message and an Account Alert Message?

    • A.

      A Customer Alert Message will interrupt access to the customer’s CIF record and any accounts that they have a primary relationship to, where an Account Alert Message will only interrupt access to the specific account that the alert is assigned to regardless of the CIF record that may be being reference at the time.

    • B.

      An Account Alert Message will interrupt access to the customer’s account and any accounts that the related CIF records have a relationship to, where a Customer Alert Message will only interrupt access to the specific account that the alert is assigned to regardless of the account that may be being reference at the time.

    • C.

      The only difference is the method used to add the alert message since ultimately they both function in exactly the same way.

    Correct Answer
    A. A Customer Alert Message will interrupt access to the customer’s CIF record and any accounts that they have a primary relationship to, where an Account Alert Message will only interrupt access to the specific account that the alert is assigned to regardless of the CIF record that may be being reference at the time.
    Explanation
    A Customer Alert Message will affect both the customer's CIF record and any accounts that they have a primary relationship with. On the other hand, an Account Alert Message will only impact the specific account to which the alert is assigned, regardless of the CIF record being referenced. The only distinction between the two is the method used to add the alert message, as they both function in the same way once added.

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  • 16. 

    When an account is uploaded from StreamLine when does the account become an active account?

    • A.

      At the time of the upload.

    • B.

      After the end of day processing has run for the processing period on which the account was uploaded.

    • C.

      Not until the status code has been changed to “1” for active via account maintenance.

    Correct Answer
    B. After the end of day processing has run for the processing period on which the account was uploaded.
    Explanation
    The correct answer is "After the end of day processing has run for the processing period on which the account was uploaded." This means that the account will only become active once the end of day processing has been completed for the specific processing period in which the account was uploaded. Until then, the account will not be considered active.

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  • 17. 

    True or false, when creating a new Certificate of Deposit for an Individual Retirement Arrangement you use the same funding transaction codes as you use for a non-retirement arrangement Certificate of Deposit.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    When creating a new Certificate of Deposit for an Individual Retirement Arrangement (IRA), you do not use the same funding transaction codes as you use for a non-retirement arrangement Certificate of Deposit. This is because IRAs have specific rules and regulations regarding contributions and withdrawals, and therefore require different funding transaction codes to ensure compliance with these rules.

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  • 18. 

    What system and function allow you to create both the documentation and maintenance file for Sweep Arrangements, Stop Payments, and Automatic Funds Transfers?

    • A.

      SilverLake Demand Deposit Maintenance.

    • B.

      StreamLine Account Maintenance.

    • C.

      StreamLine Recall Existing Account from Core, Miscellaneous Options.

    • D.

      StreamLine Recall Existing Account from Core, Miscellaneous Documents.

    Correct Answer
    C. StreamLine Recall Existing Account from Core, Miscellaneous Options.
    Explanation
    The StreamLine Recall Existing Account from Core, Miscellaneous Options system and function allow users to create both the documentation and maintenance file for Sweep Arrangements, Stop Payments, and Automatic Funds Transfers.

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  • 19. 

    What is the StreamLine option that allows a user to print a current rate sheet for deposit products?

    • A.

      Account Maintenance

    • B.

      Print Disclosures for Deposits

    • C.

      Rate Inquiry

    • D.

      Print Disclosures for CDs

    Correct Answer
    C. Rate Inquiry
    Explanation
    The correct answer is "Rate Inquiry" because this option allows the user to view and print the current rate sheet for deposit products. It is specifically designed for the purpose of providing information about the interest rates and terms associated with various deposit products. The other options mentioned, such as Account Maintenance and Print Disclosures for Deposits, do not specifically mention the ability to print a rate sheet for deposit products.

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  • 20. 

    RWhen creating a new account using StreamLine, a user may create miscellaneous option file for all of the following except…

    • A.

      Stop Payments

    • B.

      Sweep Arrangements

    • C.

      Automatic Funds Transfers

    Correct Answer
    A. Stop Payments
    Explanation
    When creating a new account using StreamLine, a user may create a miscellaneous option file for Sweep Arrangements and Automatic Funds Transfers. However, a user cannot create a miscellaneous option file for Stop Payments. This means that the correct answer is Stop Payments.

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Dec 10, 2009
    Quiz Created by
    Cbc.training
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