FIRST ASSESSMENT TEST FOR NEW INTAKES, JULY, 2021

Ada Uzoh requested for her online banking login details today. The registered email address on the account is no longer accessible. What advise would you give to her?

• She should dictate her friend's email address for login details to be sent and then advise her to update the email address on her account and explain the various ways an update can be done.

• Login details can only be sent to customer's registered e-mail address with GTBank. Advise the customer to update the email address on her account and explain the various ways an update can be done.

• She should send a signed written instruction to GTconnect to have her request treated.

• Inform customer to fill indemnity form to enable us send login details to her friend's email

Peace Azike called in to request for her online banking login details. The sub-application to send online banking login details to customer is ......... which can be found in ........

• Single-sign on & E-one Access Manager

• CRM & E-one Access Manager

• Single-sign on & Basis

• Postilion & CRM

Feko Sola complained of an uncredited NIPS transfer to a Wema Bank account on the 13th of July, 2021. The application to confirm status of NIPS transfer is called ......

• Extraswitch

• CRM

• Clearing tracker

• BO reports

Olugbade John who owns Ladore estate called GTConnect as an irate customer, but he requested for his online banking login details to confirm a rent payment from his tenant. As a CCA, what should you do?

• No authentication is required since he is an irate customer and as such the requested should be treated immediately.

• Obtain his account details, apologize, authenticate and send login details to his registered email address.

• Retrieve his account details, apologize because he is irate and refer him to the branch to have his request treated.

• Inform him to calm down and advise him to contact his account officer to send his login details to his registered email address.

We authenticate customers to be sure the right account holder is on the call. However, we do not authenticate for any of the following EXCEPT.....

• Dispense error

• Uncredited NIPS transfer

• Failed bills payment

• Blocked funds for airtime and Card Transaction

Kunle Afod called in to complain of a failed DSTV payment initiated on 12th July, 2021. What will be your script before you authenticate the customer?

• I have to ask important questions for security reasons to be sure I’m speaking with the right account holder

• I need to definitely ask you some security questions to be sure I’m speaking with the right account holder

• I will be asking you some security questions to be sure I’m speaking with the right account holder

• I will be asking you some adequate questions to re-confirm that I’m speaking with the right account holder

Blessing Alfred told you she lost her phone. You are to restrict the customer's account. Which application would you use to restrict customer's account?

• Process Maker

• CRM

• Basis

• Postilion

Ehimaya Joy complained that her online bank access is blocked and she also requested for her account statement. As a CCA, state the specific sub applications in E-one Access Manager you would use to unblock her access as well as send her the account statement after authentication?

• CRM & Statement via email

• Single sign-on & Statement via email

• Postilion & Single Statement via email

• Basis and Single sign-on

The following are part of Bio-data authentication question, EXCEPT ........

• Please confirm your date of birth

• Please confirm the state of origin on your account

• Please confirm your mother's maiden name

• Please confirm the registered email address on your account

Amadi Esther engaged you as a customer representative personnel and requested for her account statement. How many authentication question (s) must she answer correctly before you can treat her request (break it down)?

• Customer must answer 3 questions correctly (1 bio data, 1 transaction and 1 additional)

• Customer must answer 6 questions correctly (2 bio data, 2 transaction and 2 additional)

• Customer must answer 2 questions correctly (1 bio data, 1 transaction)

• Customer must answer 4 questions correctly (2 bio data, 1 transaction and 1 additional)