Term | Definition |
|---|---|
Account Owner | Person enrolled in and using the products and services by the bank. |
Account-specific information | Any information relating to the client’s account records including without limitation to the personal contact information, account number, account balance or value, statement of accounts, deposits/withdrawal, and payment to and from the account. |
Back Office Front End (BOFE) | An application that the CSAs use to view client’s information. This is where all communications with the customer are logged. |
Complaint | Any concern raised by client using any communication platform where client (can be existing client or potential client) reported or incurred any financial damage or shows any negative emotional reaction regarding our staff behavior, our products, our processes or our services that may pose potential damage to company reputation. |
Confluence | A knowledge base application that showcases the customer service’s processes and references to effectively handle customer queries. |
Cross Selling | A practice that sells related or complementary products or services to an existing client. |
Customer Service Agent (CSA) | Personnel who attends to inbound/outbound interactions with the bank’s customers through available channels. |
Genesys | A software application that the CSAs will use to manage customer interactions. |
In-App | Inside the bank’s mobile application |
JIRA | An application that is used to create tickets for interactions that require servicing and fulfillment of other departments within the bank. |
Key Performance Index (KPI) | Set of metrics that measures how CSAs and CS department perform and progress toward the bank’s operational targets. |
Policy | Rules, principles, guidelines or frameworks that are officially adopted and followed by the business unit. |
Sales Associates | Employees stationed in the bank’s kiosks that work closely with the clients to determine their needs and answer/assist the latter throughout the buying process. |
Service Level Agreement (SLA) | The expectation between the service provider and the customer and describes the products or services to be delivered, the single point of contact for end-user problems, and the metrics by which the effectiveness of the process is monitored and approved. |
Right Party | A person related to the Account Owner by blood or by law and/or transacting in behalf of the Account Owner |
Third Party | A person (colleague, friend, and the likes and/or transacting in behalf of the Account Owner |
Upselling | A practice that encourages clients to upgrade to or purchase a comparable higher-end product than the one the client has. |