Branch access procedures
Any non RBFCU employee requesting access to any part of a branch
Example: Securitas, Smith Hamilton, Loomis
What is a cold transfer and when is it appropriate to use?
When the member is verified and department has over a minute hold time but does not have a whisper tone.
What is our 401k invested in?
mutual funds
Name two things you can do for the member when you complete opening an account.
Take deposit in office so they don’t to wait in line, ask if they have time to meet the manager.
Why is it important to verify internal visitors in Workday?
To verify active employment status.
What is the path to send a one time passcode?
Edit>edit person>services>online banking maintenance >member verification
Who is our new broker dealer?
Ameriprise
What should we offer to members that have a hard time coming inside and how should we guide them?
Curbside service
They can use teller assistance at the ETM or call the phone center and a rep will call the branch for us to come out to assist them.
How should an external vendor request access before/after hours?
Drive-thru
When processing a ACH deposit or withdrawal, how do send a receipt for the member?
Submit a DNA activity request
Name 5 different services RBFCU Investments offers?
401k - AD&D- annuities-bonds-brokerage accounts-college accounts-disability insurance-estate planning-term life-hospital accident-IRA/retirement planning-long termcare-stocks-Medicare plans-trust services-mutual funds
Name a couple of things we are looking to improve in the ETM area?
Marketing signage
Offering curbside experience
Taking time to show members the machines
Email about why with tutorial
If QCD or Internal Audit visits, who do we need gain approval from?
Verify name and proxy card in Workday and call branch support.
Mr Mosby calls the MSC to make a loan payment with his debit card from USAA. Who do you call for this and how much does it cost?
MSC supervisor, $10
What are the member benefits for using Kuper Sotheby’s services to buy or sell a home?
Receive of up to 10% of agents earned commission back to you at closing.
What three areas are we focusing on for our branch scorecard?
CP
CUSO
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