Great 'Work in a bank? What should we know' Hunt

chambta

outofbounds wrote: »

And you know that how? I don't mean that to sound rude, I'm just playing devils advocate. Imagine this: (as unlikely as it might sound) Mr and Mrs Smith have a joint account with barclays, but Mrs. Smith thinks that Mr Smith secretly has an account elsewhere for his secret stas of money.... So, she pops into several banks and 'enquires' about paying money in. If the bank turns around and says, ''Ok, I'll do that." Bingo. An account is in existance.

An extreme example, I know. But true.

I knew that was coming! Even so is this a breach of DPA?

Kavanne

chambta wrote: »

I knew that was coming! Even so is this a breach of DPA?

Surely, yes? As you are telling someone who is not the customer that the customer has an account with that bank.....

outofbounds_2

A few more things that I thought I would add with regards to our outbound teams phoning customers at home.

Security.

Yes, we do need to ask it. We don't request passwords, pin numbers or account numbers; but we do complete security. This is to ensure that we are not speaking to a third party.

"You phoned me. Why should I give you my details?" A valid point. Simple answer: You dont have to.

"Well, I'm his wife, all our accounts are joint, so you can tell me." Believe me, if we could chat to you we would. We're not bothered who we sell to, as long as we sell. However, the call may be about an existing personal loan or credit card that the spouse is unaware off''.

"I'm not giving you my details. Take me off your calling database and don't call me again." Take who off our calling records? We can't acknowledge/modify/divuldge information until we have verified identity, so please don't argue with the staff when they tell you that they are unable to do that. You will have to go into a branch or call customer services, thus completing security, to do so. Remember, we are only phoning you because you haven't previously opted out through your marketing preferences.

"Do you realise you are phoning at 8pm at night?" Erm, Yes. It's a simple fact, that we are going to catch most customers at home during the evening than the day, so phone calls do take place outside of 9-5 hours.

There's more to come, I'm sure...

Chat soon!

P.S, I haven't proof-read this for errors!

outofbounds_2

chambta wrote: »

I knew that was coming! Even so is this a breach of DPA?

I hate being predictable too! I don't honestly know the exact legalities surrounding it, just what our risk team instruct us to do, and the above illustration is an example they use. I'd probably bet it would be. Afterall, who you conduct your finances with, and anything else for that matter, is your business. Informing someone, albeit directly or indirectly, that you bank with us must breach something. Any experts on here know more?

rgb83

Thought i would join in, i also work for HBoS, not in sales but in fraud detection, we have to call or write to customers when we feel there cards are being used fraudulently, recently though alot of customers are all aware of a website which states that we are fake, they type our phone number into google after we have left it on answer machine or sent a letter, and the site tells them we are a scam! So they call up giving us abuse, then go to try and use their card, realise it has been stopped, phone up banking and get put through to us, viscious circle!!!! The trouble is we spend all our time saying DO NOT GIVE OUT DETAILS OVER THE PHONE OR INTERNET and then we phone (as it's the quickest way to get hold of customer and let them know) and they say they dont believe us, it makes sense. I can fully understand where these comments are coming from regarding DPA rules and how branches run individually.

outofbounds_2

rgb83 wrote: »

Thought i would join in, i also work for HBoS, not in sales but in fraud detection, we have to call or write to customers when we feel there cards are being used fraudulently, recently though alot of customers are all aware of a website which states that we are fake, they type our phone number into google after we have left it on answer machine or sent a letter, and the site tells them we are a scam! So they call up giving us abuse, then go to try and use their card, realise it has been stopped, phone up banking and get put through to us, viscious circle!!!! The trouble is we spend all our time saying DO NOT GIVE OUT DETAILS OVER THE PHONE OR INTERNET and then we phone (as it's the quickest way to get hold of customer and let them know) and they say they dont believe us, it makes sense. I can fully understand where these comments are coming from regarding DPA rules and how branches run individually.

Staff have mentioned this google scam thing, but I didn't know what they were talking about. The best people are the branches who say, ''Oh, we never phone you at home and ask for your details.'' I wonder what they think the people in outbound departments do exactly....

SnowMonkey_3

When I worked inbound, I remember the grief I used to get over the phone.

"How do I know you're from the bank, you could be anyone..."

I usually replied with "Yes, that's right, and how do I know you're Mr Smith, so lets get security out of the way, shall we?"

The branches seem to tell people that we will never contact you over the phone... totally agree with that one, think they want the sales all to themselves lol

The DPA issue, taking an instruction to credit someone's account, in my opinion that is a breach. I used to get third parties on the phone saying "Oh, are you calling from her bank?" and always had to be careful not to say yes OR no, just a simple "It's a call from Lloyds TSB..."

I know security is a pain and it winds alot of people up, but as long as you understand it's there for a reason - to keep people from stealing your money - I think most people are ok.

Paul_Herring

SnowMonkey wrote: »

When I worked inbound, I remember the grief I used to get over the phone.

"How do I know you're from the bank, you could be anyone..."

I usually replied with "Yes, that's right, and how do I know you're Mr Smith,

Because you got my number out of the phone book?

so lets get security out of the way, shall we?"

Not until you prove you're from $BANK. What's the last 5 digits of my bank card? What's the expiry date? What're the 3 digits on the back of my card?

What do you mean you can't tell me?

dazzaofdagenham

Hi all

Just spent the better part of a hour reading all posts in this thread.

I have a LLOYDS TSB Step account and wondering will i get a call / letter asking me to upgrade to a better account.

It suits me at the moment, however just using a LLOYDS TSB cash machine is a bit annoying as the one nearest to me is very oftern out of service.

Darren

SnowMonkey_3

dazzaofdagenham wrote: »

Hi all

Just spent the better part of a hour reading all posts in this thread.

I have a LLOYDS TSB Step account and wondering will i get a call / letter asking me to upgrade to a better account.

It suits me at the moment, however just using a LLOYDS TSB cash machine is a bit annoying as the one nearest to me is very oftern out of service.

Darren

I'm not sure if they still contact people to invite them for a review. The best thing you can do is go into the bank and ask to look at the other accounts as the one you have isn't working for you.

Have you tried to upgrade before? Was there a reason for having the cash account?