Opening Procedure
SCNEARIO # 1
A. Call your manager to let them know signal is correct
B. Go to safe Haven and call 911 and Global Security
C. Go to the nearest Chase Branch and call GS
D. Call branch and ask for pass code
10. Someone attempts to rob you at the transaction window. What steps should you take if it is safe to do so? Check all that apply.
A. Comply with robbers demands
B. Automatically give robber the contents of your drawer
C. If a note was given, push it aside
D. Activate the hold-up button
What is:
A. Comply with robbers demands
C. If a note was given, push it aside
D. Activate the hold-up button
18. Before allowing access to secure areas, what steps do you take to validate unknown/unexpected individuals? Select all that apply.
A. Call Banker Support
B. Allow access immediately
C. Use Company Phonebook to validate non-branch employee
D. Ask to see vendor's company ID and use other resources to validate reason (BELT, Tech Check, emails, etc.)
What is:
C. Use Company Phonebook to validate non-branch employee
D. Ask to see vendor's company ID and use other resources to validate reason (BELT, Tech Check, emails, etc.)
There are protestors outside protesting for a 4 day work week. What is the first step you should take?
A. Alert your BM, LAO or MOD
B. Alert your MD-Banking
C. Call Retail Global Security Operations Center
What is:
A. Alert your BM, LAO or MOD
C. Call Retail Global Security Operations Center
B. Alert your MD-Banking
9. During closing procedures, which statement is TRUE?
A. Employees who leave in groups of two or more may let themselves out of the branch
B. An employee who isn't part of the closing team and can't leave with others must be let out of the branch by a remaining employee
C. A member of management is permitted to stay alone in the branch after-hours, once all closing procedures have been completed
D. You don't need to observe activity in and around branch entrance/exit before exiting
What is:
B. An employee who isn't part of the closing team and can't leave with others must be let out of the branch by a remaining employee
SCENARIO # 2
A. Park far away from entrance to make room for customers
B. Wait for Opening Person #1 to escort you to the branch entrance
C. Upon entering the branch, set the opening signal
D. Observe first member approach and enter building while observing branch surroundings.
11. Someone attempts to rob you in the lobby (i.e. ATM, platform desk). What steps should you take if it is safe to do so? Select all that apply.
A. Go behind transaction line to get cash for robber
B. Tell robber you have to go to another location to get money; approach transaction line from lobby side
C. Use ATM robbery dispense function (only available in Companion branch lobby ATMs)
D. Invite robber to come with you behind transaction line to get cash
What is:
B. Tell robber you have to go to another location to get money; approach transaction line from lobby side
C. Use ATM robbery dispense function (only available in Companion branch lobby ATMs)
19. True or False: If you can't validate an unknown/unexpected individual it's okay to deny access.
What is:
TRUE
A customer states that they think it is unfair that Chase only extends relationship rates to customers who have a checking account with them and threatens to call the media. What is your next step?
What is:
Alert your manager to attempt to deescalate the situation, file a CARE complaint and escalate to BCEG
1.You are NOT a member of the opening team and arrive after opening employees entered the branch, but before the branch opens. What should you do if the signal is incorrect / not set?
A. Call your manager to let them know signal is incorrect
B. Go to safe haven right away and call 911 and Global Security
C. Go to nearest Chase branch and call Global Security
D. Call branch and ask for pass code
What is:
B. Go to safe haven right away and call 911 and Global Security
SCENARIO # 3
A. Broken Glass
B. Holes in walls and ceiling; missing or fallen ceiling tiles
C. Anything suspicious or unusual
D. All of the above
12. What should you NEVER do during a robbery?
A. Chase the robber outside
B. Scream "I'm being robbed!"
C. Tell the robber you are going to activate your hold-up
D. All of the above
What is:
D. All of the above
True or False:
It is required to submit a Privacy Incident Report if you suspect an employee has forwarded information to their personal email
What is:
TRUE
What is considered disruptive customer behavior?
A. Excessively using branch space/ resources for purposes unrelated to Chase business
B. Verbal disruptions like yelling or disparaging/offensive / harassing remarks
C. Physical disruptions like waving arms or fists, throwing things, pounding on a desk or door/ destroying property
What is:
Trick Question! They are all considered disruptive behavior.
Disruptive Behavior is anything that interferes with normal work functions/activities
6. Which of these is NOT the closing team’s responsibility when dealing with sensitive customer
information?
A. Clear work counters of sensitive information
B. Clear MICR printers of documents
C. Lock drawers with sensitive information
D. Checking public waste bins (e.g., trash can next to coffee bar) for sensitive customer information
What is:
D. Checking public waste bins (e.g., trash can next to coffee bar) for sensitive customer information
SCENARIO # 4
A. Open or broken windows
B. Doors that may have been pushed or forced open
C. Doors that are ajar or appear left open or unsecured
D. All of the above
13. Someone attempts to rob you at the Cash Recycler or TE Tower Cash Dispenser. What steps should you take to comply? Check all that apply.
A. Tell robber you have to push buttons on keyboard to dispense cash
B. Tell robber you don't have cash; it's all in the machine
C. Press <Alt>+<F8> to dispense cash
D. Alert your coworkers so they can get a good description of the robber
What is:
A. Tell robber you have to push buttons on keyboard to dispense cash
C. Press <Alt>+<F8> to dispense cash
20. It's been a busy day with back-to-back customers and your manager tells you to take lunch now, or you may not get one. Your last customer's account opening documents are on your desk. What should you do? Select all that apply.
A. Leave system signed on so coworkers can assist customers at your desk..
B. Tell coworker to watch your desk since you have confidential documents on it
C. Make sure all confidential info is secured before leaving
D. Lock your workstation
What is:
C. Make sure all confidential info is secured before leaving
D. Lock your workstation
8. If an employee is ambushed while leaving the branch, what steps should you take? Select all that apply.
A. Decide appropriate action to ensure employees’ safety
B. When safe to do so, call 911 and
Global Security. Use your emergency wallet card, if needed
C. Inform your manager
D. Speak with media
What is:
A. Decide appropriate action to ensure employees’ safety
B. When safe to do so, call 911 and
Global Security. Use your emergency wallet card, if needed
C. Inform your manager
3. You are the second member of the opening team. Which of the following statements is TRUE?
A. Park far away from entrance to make room for customers
B. Wait for Opening Person #1 to escort you to branch entrance
C. Upon entering the branch, set the opening signal
D. Observe first member approach and enter building while also observing branch surroundings
What is:
D. Observe first member approach and enter building while also observing branch surroundings
14. After a robbery, what should you refer to for next steps?
A. What To Do After a Robbery Manual
B. Emergency and Offline Binder
C. Phone a friend at a nearby branch
D. Wait for directions from local police dept
What is:
B. Emergency and Offline Binder
21. A coworker just told you they emailed client information to the wrong customer. What should you do?
A. Complete and file a Privacy Incident Report
B. Tell coworker you won't say anything if they don't
C. Ignore coworker's statement; they always make these kinds of mistakes
D. Encourage coworker to send email to both clients apologizing for the error
What is:
A. Complete and file a Privacy Incident Report
A. Escalate to your manager
B. Call Retail Global Security Operations
C. Call the police
D. No further action is required
What is:
D. No further action is required
What is our branch passcode?
What is:
Eaglehead