Customer Service Representative Assessment

20 Questions | Total Attempts: 135

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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

  • 2. 
    What system is used at Capitol Bancorp Limited to create new Deposit accounts and documentation?
    • A. 

      SilverLake

    • B. 

      StreamLine

    • C. 

      NetTeller

  • 3. 
    How many Primary signers may you have on each account?
    • A. 

      As many as needed.

    • B. 

      Up to five.

    • C. 

      Only one.

  • 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

  • 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.

  • 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      You must set up a disbursement in SilverLake to crate a direct deposit, ACH or hard check for the withdrawn funds.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      You must set up a disbursement in SilverLake to crate a direct deposit, ACH or hard check for the withdrawn funds.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that will credit CD settlement which is then debited to produce a deposit, ACH or cashiers check from Vertex for the withdrawn funds.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

  • 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.

  • 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.

  • 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.

  • 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.

  • 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

  • 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.

  • 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

  • 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.

  • 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.

  • 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.

  • 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

  • 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.

  • 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

  • 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

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