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This is the minimum deposit amount required within 90 days of account opening to qualify for the $300 cash bonus
What is $1500?
This Elevate CX pillar is demonstrated when a banker put their phone away, makes eye contact, and gives the customer their full attention during the interaction.
What is Be Present?
This is the first step in making a successful referral - identifying that a customer has a need your colleague or another department can fulfill.
What is recognizing a referral opportunity?
This is how often each cash drawer must be audited.
What is once per quarter?
These are the three specific CD term ranges and their corresponding early withdrawal penalty amounts.
What are 0-91 days (all accrued interest, minimum 7 days), over 91 days to one year (90 days loss of interest), and over one year (180 days loss of interest)?
To earn $500 bonus, a customer must make qualifying deposits of this amount within 90 days of account opening.
What is $3000?
A banker greets a returning customer by name and asks how their recent vacation went based on a pervious conversation. This pillar of Elevate CX is being demostrated.
What is Make it Personal?
When referring a customer to a mortgage lender, doing this — rather than just handing them a card — dramatically increases the chance the referral is acted on.
What is a warm introduction / personally introducing the customer to the lender?
This is the minimum number of employees required to conduct any cash vault audit.
What is two employees (dual control)?
These are the four specific situations where a CD early withdrawal penalty may be waived without Director approval.
What are death of the CD owner (with death certificate), legal incompetence of CD owner (with legal incompetence papers), transfer to First National Investments and Planning (after 6 business days), and accrued interest withdrawal?
Regardless of which bonus tier a customer qualifies for, they must keep their account open for this many days AND the banker must provide this document at the end of account opening.
What is 120 days, and the bonus addendum?
A customer calls with a complaint about an incorrect fee. The banker apologizes, resolves the issue on the spot, and follows up the next day to confirm everything was corrected. This pillar of Elevate CX describes what the banker demonstrated.
What is Own the Experience?
This is the key piece of information you should always capture before making a referral so the receiving colleague can follow up effectively.
What is the customer's contact information, how they want to be contacted and the reason for the referral?
The teller being audited can participate in their own quarterly drawer audit, but this person must be someone different.
Who is the person providing the Audit Approval Override in TouchPoint?
For an IRA account owner age 59½ or over, the penalty may be waived for this specific distribution scenario, but NOT waived for these two other scenarios involving retirement accounts.
What is taking cash, check, or depositing into a non-retirement account (waived), and what are adding funds to another retirement account with us or another institution, or opening an additional IRA product with FNBO (NOT waived)?
A customer opens an account, deposits $1800 in 90 days, but the banker forgot to provide this required document at account opening. This is why that matters.
What is the Bonus Addendum? Without it, the customer has not been properly informed of the bonus terms and conditions, which could affect their eligibility and the bank's compliance.
A banker is helping a customer open an account but keeps glancing at their computer to respond to internal messages. This is the Elevate CX pillar being violated and what the banker should do instead.
What is Be Present? The banker should focus entirely on the customer, set aside distractions, and give the interaction their full attention.
A customer mentions their small business is growing and they need help managing cash flow. Name two FNBO products or services you could refer them to.
What is a business checking account and a business line of credit / merchant services / treasury management?
Teller Cashier's Checks must be audited this frequently, and the audit must be completed using this counting method.
What is monthly and fine counted by hand?
The 21 Month No Worry CD/IRA allows penalty-free closure after this many days from account opening, permits this type of principal withdrawal without penalty, and automatically renews with this specific feature.
What is 7 days, what is no partial withdrawal of principal is permitted without penalty (unless certain situations apply), and what is automatically renews into the same product and can be closed without penalty at any time following the renewal date?
A customer deposits $3200 within 60 days, keeps the account open for 125 days, and was given the bonus addendum at account opening. Walk through every requirement they met to qualify for the maximum bonus.
What is deposit at least $3000 within 90 days, kept the account opened for at least 120 days, and received the bonus addendum at account opening, resulting in receiving the $500 cash bonus?
A long-time customer comes in frustrated after a confusing online banking experience. The banker listens without interrupting, uses the customer's name, references their account history to personalize the solution, resolves the issue completely, and schedules a follow-up call. Name all three Elevate CX pillars demonstrated and match each to a specific action.
What is: Be Present - listened without interrupting and gave full attention; Make it Personal - used the customer's name and referenced their account history; Own the Experience - resolved the issue completely and scheduled a follow-up call.
This is why tracking referral outcomes — not just referral volume — is important for branch performance and the customer relationship.
What is it ensures the customer's need was actually met, holds the team accountable, and helps identify gaps in the referral process?
This type of currency counter is the only exception allowed for not hand counting during audits, but you still must hand count when this occurs.
What is a counter with stranger detection (counterfeit/incorrect bill detection), and what is when a cash difference is identified?
The 18 Month Jump Up CD/IRA allows the customer to exercise this specific rate change privilege this many times during the term, this privilege may or may not be available at this specific event, and the customer must select to jump to this exact rate when exercising the privilege.
What is jump up the interest rate once during the 18-month term, what is when the CD renews (the Jump Up privilege may or may not be available at renewal), and what is the then-stated applicable 18-month CD rate?