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BPI Account Enrollment Guide

The document provides instructions and reminders for account enrollment processes at BPI, noting that customers must visit a branch within 20 days to verify their identity and enroll their account for bill payment and funds transfer services. It also addresses that enrollment details need to be provided and recorded in the CRM system for the services to be accessible online. Customers are advised that if they do not complete the in-branch enrollment within 20 days, the process will be deleted.

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Angelica Cabintoy
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© © All Rights Reserved
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688 views3 pages

BPI Account Enrollment Guide

The document provides instructions and reminders for account enrollment processes at BPI, noting that customers must visit a branch within 20 days to verify their identity and enroll their account for bill payment and funds transfer services. It also addresses that enrollment details need to be provided and recorded in the CRM system for the services to be accessible online. Customers are advised that if they do not complete the in-branch enrollment within 20 days, the process will be deleted.

Uploaded by

Angelica Cabintoy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Reminders:

Why do we need to go at branch?


- To secure that you really the one who's transferring
money to your.........
- If you're not going to agree the terms and condition the process will not go
through and we can't proceed to the enrollment process
- Before you can pay bills we need to enroll your acct. first to bills payment.

Enrollment of 3rd party you need to go to the bank to verify that you really
transferring money
Before you can transfer funds you need to enroll first in 3rd party acct.
-Before you can transfer we need these information.

ENROLLMENT OF ACCT.
If the acct is not enrolled we cant see the record in the CRM, NO NEED TO
ASK THE VERIFICATION
Remember ma'am to activate this enrollment you must visit nearest BPI
branch within 20 banking days.
If you're NOT going to go withing 20 banking days, the enrollment process
will be deleted.

Greet:
Thank you for calling BPI Phone Banking. This is Angel, how may I help
you?

Empathy (if the customer feel sad, or frustration) and Assure


Happy cus - that's nice! Yes I can help you with that. I'm sure we could work
out this together. May I ask your name to address you properly?
-That's great!

Sad cus - I would feel the same too if I were in your situation. Don't worry,
we will sort this out. May I ask your name to address you properly?
-I can imagine how you're feeling right now
-I completely understand your concern Ms.

De-escalate and assure (if the customer is angry)


-I completely understand_____________don't worry we will help you get
this issue resolved.

Listen actively (confirm customer identity)


Okay________ you want to access an online acct. for verification purposes
may I know your acct. no? and your email? address? and b-day? We've
already verified your acct. _______ let's now proceed to the call

Probe: (Asking questions)


-Do you have laptop or computer?

Solve: (give instruction specifically)

Verify:
You called today Ms. Sanchez because you want to pay your bills through
BPI express online. Your satisfaction means everything to us. Have we
covered everything that you wanted to discuss today? Is there anything else
that I can help you with?

Close:
Again, thank you for calling BPI phone banking. If you have any questions,
feel free to call us back.

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