IBANK ASSESSMENT TEST FOR NEW INTAKES, APRIL, 2021

When agents are about to send login details to customer for INTERNET BANKING profiling, agents should do the following EXCEPT ...

• Agents will also tell customer that the account must not have any form of restriction and also inform him/her all the services he/she can see on the platform

• Agent needs to inform customer that he or she needs to setup secret question and answer if logging in for the first time and that that he/she will get a prompt to change password from default to her desired password.

• Agent should confirm the platform the customer is attempting to login on and if customer has active naira MasterCard to authenticate either the app or the device.

• Agent needs to probes customers to confirm why customer is requesting for login details and also confirm if customer is a first time or old use

How will a FIRST TIME USER ACTIVATE a token on Internet Banking?

• By typing the numbers at the back of the token.

• By calling GTConnect to help him to activate it.

• By informing the teller at the branch to assist him to do it.

• By escalating to itworks by agents.

The following are conditions for recall of erroneous transfers to other banks EXCEPT......

• When the customer has been a very good customer of the bank

• At the discretion of the other bank/consent of beneficiary

• Subject to availability of funds in the beneficiary’s account.

• On best effort basis.

Adunni Agbo has called you to complain of an erroneous transfer of N41,000 to Alani Ekun’s GTBank account today. Upon checking Alani Ekun’s account, the funds is still available. The following steps are to be taken to assist Adunni Agbo to recoup her funds EXCEPT.....

• Inform her funds will be made available immediately we get the duly signed indemnity form.

• Send indemnity form to customer to fill.

• Upon receipt of duly completed form, block the funds in Alani Ekun’s account.

• Call the beneficiary to get his consent to return funds.

Dolapo Daniels, is a beneficiary of an erroneous transfer from another GTBank customer. You called Dolapo on AVAYA and she gave you her consent to return funds (N30,000) back to the sender. What step would you take?

• Escalate to wrong beneficiary's account officer.

• Inform customer to visit the branch to fill transfer form.

• Plead with customer to put it in writing and submit it at the nearest branch.

• Tell customer to call her account officer to debit him and move funds to the sender's account.

Mr Adekunle requested for online banking login details but has his friend's e-mail address. What advice would you give to the customer?

• Login details is sent to customer's registered e-mail address with GTBank.

• He should dictate his friend's email address for login details to be sent.

• He should send a signed written instruction to GTconnect

• He should forget about it

Secret question answer is required before customer can initiate transfer on Ibank.

• No

• Yes

• Its optional

• Its not necessary

Soft OTP generated via 737 can only be used to complete transactions from ...... and below on Ibank

• #100,000

• #500,000

• #200,000

• #300,000

Baba Alariya complained of unable to activate Mbank application as he doesnt have a debit card. What resolution would you give?

• An active debit card is required to activate Mbank application.

• It could be a network issue, he should try again later.

• Customer should re-download the application and try again.

• Customer needs to visit the branch.

Madam Saje complained of unable to initiate transfer on Ibank and she doesnt have a hardware token. What does she need to do?

• Customer should generate soft OTP via 737 for transfer from N100,000 and below.

• Apologize and inform customer to calm down.

• Customer needs to be activated for online banking.

• Hardware token is required before customer can complete transaction on Ibank