Opening/Closing Procedures
What is the correct opening procedure?
1.Make a full circle of the branch
2.Check the ATM
3.Park and the second person who arrived is the first to enter the branch.
4.Once inside, grab the hold up device and then disarm the alarm
5.Take phones off night ring
6.Inspect the interior of the branch
7.If everything checks out and it is safe for others to enter, place the white tile in the window
8.Second teammate enters the branch (using their own key) and does an inspection of the branch to verify everything is safe/ in order
9.If everything is good, place the all clear sign
Where is our safe place?
The coffee shop next door.
What is BSA/AML, and how do we comply?
Bank Secrecy Act/ Anti Money laundering
We comply by filing CTRs, MISLs, and UFOs
What disclosures need to be provided to client upon account opening?
Bank Services Agreement, Fee Schedule, and Privacy Notice
What are your cash limits?
$25,000 altogether
$3,000 in the top drawer, $5,000 in the middle drawer, and $2,000 in the coin vault
What is the correct closing procedure?
1. 10-15 minutes before closing, someone grabs the hold up device
2. At 5:05, lock the doors/shut down drive thru
3. We can leave in pairs - as long as there are 2 people left to lock up
4. The first person (the lookout) exits the branch and sits in their car with the engine running and windows up
5. The last person (the inspector) sets the alarm and exits the branch and both teammates drive away together.
What do you do in the event of a robbery?
DO EVERYTHING THEY SAY!!!
When they leave, lock the doors and keep everyone in the branch separated and not talking. If any clients are in there, try to keep them there until the police arrive. If they want to leave, we can not keep them here, but get their contact information so that police can contact them. Pull out the robbery kit and place the sign on the door that says where the nearest branch is. Fill out the witness form.
What is a CTR
Report that is filed when there is a cash transaction over $10,000
How long does a client need to have their account open in order for them to be able to get a temporary debit card?
90 days
How can an email be changed on a client's profile?
The client can change it in their online banking, or they can call the client services number.
Only time teammates can edit an email is during account opening and in a credit card application.
What is the duress code?
721872
Who is our emergency response team leader and who is backup?
Rahmeen is emergency response team leader and Chelsea is backup.
What is a MISL?
Monetary Instrument Sales Log
It is filed for any transaction between $3,000 and $10,000 for negotiable items (i.e. cashiers checks and money orders)
What is the proper procedure for letting a client into their Safety Deposit Box?
1. Check their ID against the ID that is listed on the entry card
2. Fill out the entry card and then have them sign it
3. Escort them into the SDB room.
4. Have them insert their key, and you insert the guard key.
5. If they want to stay in the SDB room, place their key in the locked position, and remove the guard key. You stand guard outside the SDB room and wait for them to finish.
6. If they want to go into the viewing room, remove both keys and escort the client to the viewing room.
7. Once the client is finished, insert both keys and replace the box.
You have to sell down your drawer when you have how much time off?
At least 5 days
What do you do if the red tile is put up?
Teammates drive to the safe area (the coffee shop next door) and then call 911, then SIOC, then the BOP (in that order!)
How do you access the emergency response plan?
1. Go to Workday
2. Go to view profile (in the upper right hand corner)
3. Click on the link that says Grapevine, floor first
4. Click on the first floor link
5. Click on the Emergency Response Plan/Floor Plan link
What is a UFO, and when do you file it.
Unusual Financial Observation
You file a UFO when anything out of the ordinary happens.
What happens if a client loses both of their SDB keys? If they lose just 1 of their keys?
If the client loses both of their keys, we have to drill into their box (so make sure there is no other place they can look for them and they are beyond a shadow od a doubt gone). It is $150 charge for the client. We have call our BOP to schedule the drilling and they have to be here for it.
If they want to close their box and they only have 1 key, it will be a $25 charge for the client, and we will have to remove the lock from the box and send it off for a new set of keys to be made for that lock.
What happens if a client's PIN is compromised?
Reset PIN with IVR system and then add a CIF comment stating that PIN was compromised and then changed through IVR system
What are we looking for when we check the ATM in the morning?
Check the cameras/lights for signs of them being compromised/tampered with. Check the audio jack. Check for any skimming devices.
Check for all signs: checks/cash in, card in, audio jack in, receipt out, cash out.
What do you do in the event of bad weather emergency?
1.If it is safe to do so, lock down all money/client information.
2. Emergency Response leader makes sure that everyone makes their way to the shelter in place area of out branch (SDB Room) We cant make clients stay, but we can encourage them to go into the shelter in place with us.
3. Stay in there until it is safe to come out.
4. Assess any damage that may have occurred and report to BOP.
What is OFAC
Office of Foreign Assets Control
They tell us who we can and can not do business with. If we can not do business with anyone, they are placed on the SDN List (Special Designated Nationals)
How many authentication questions do you have to ask a client if they come into the branch, if it is an inbound, or outbound call, an outbound call using a number that is not in Client Central, if the client doesn't have their ID?
In branch, inbound and outbound calls - 3 questions and the client needs to answer 2 right
Outbound call using a number that is not in Client Central - 4 questions and the client needs to answer 3 right
If the client doesn't have their ID - 3 questions and the client needs to answer 2 right, and then you need to get permission to continue from the branch leader.
What is CRA and where can it be found?
Community Reinvestment Act - Intended to encourage depository institutions to help meet the credit needs of their community, including low and moderate income neighborhoods.
The CRA sign is hung on the wall in branch, they can get it online, and it can be viewed in person at the main office (our main office is at the Crescent in Dallas)