(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
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Included dept
needed to
resolve complaint
in Dept closed
complaint
documentation
Obtained
Consent to
send Preferred
Rewards Self
Service email
Confirmed
full mailing
address with
account
closure
Submitted non
client complaint
under non bank
client tab
Assisted with
Fee refund as
bank error due
to client
alleging bank
error
Provided the
option(s) to
prevent fee
in the future
“Thank you for
your interest in
Preferred
Rewards. May I
transfer you to a
Banker to
discuss?"
Lead with
D1 for
OLB log in
assistance
Provided call
recording
disclosure to
new party on
the line
Documented
complainants
name in CQC for
Non Bank
client/third Party
complaint
submission.
Probed client if
relative/friend had
an account with
BOFA when they
mention someone
is deceased
Obtained
close reason
for account
closure from
client
Submitted Dept Closed Complaint after client expressed a concern that needed to be resolved by a closed dept
Mentioned 'Get
more benefits
and rewards on
your everyday
banking.'
Quoted APY to
second decimal
point when
converting interest
earning checking
account to non
interest account
Made sure
client was
aware what D1
solution they
would receive
Mentioned
'No fee to
participate in
the program'
Obtained
client first
and last
name
Reminded client
all scheduled
transfers need
to be cancelled
before acct
closure
Verified email /
phone number
before sending
Digital
Solution.
Selected
correct account
for Complaint
submission
(EX: debit card)
