2021 Assessment/Review

Compliance

100

Show me where you would go if a customer is requesting to view our CRA Performance Evaluation while in the branch 

What is..

- Branch Procedures

-Community Reinvestment Act

-CRA Essentials Page

-Scroll down to "CRA Performance Evaluation"?

200

A customer wants to change their privacy restrictions. Show me where you would go to make this change? 

What is..

-ESS

-Update Contact Info

-Privacy?

300

Show me where you would go to find out who is eligible to receive Servicemembers Civil Relief Act (SCRA) benefits. 

What is...-

-Branch Procedures

-Service Member Civil Relief Act

-SCRA protection?

400

What is Huntington Bank's definition of a customer complaint? 

What is Any expression, written or verbal, of dissatisfaction with Huntington related to a Huntington business practice, product or service is a customer complaint.

500

What is the ambush code?

What is 4040?

Tellers

100

What is the cashbox limit for top drawer of teller window?

What is $3000?

200

What would you do if you get a large cash deposit that takes your total teller window over the allowed limit? 

What is Sell down immediately- if unable put in vault locker?

300

If Tom from Wendy's brings a cash deposit of $12,100 that will require a CTR, who is the conductor? Who is the beneficiary?

What is..

Conductor- Tom

Beneficiary- Wendy's?

400

Explain what dual access means and Give an example when this would be used.

What is two separate colleagues to physically gain entry to a device.

Example-

500

What is the cash limit for the working vault?

What is $30,000?

Bankers

100

When quoting a rate for a lending product such as a credit card or PCL, what is the correct way to quote the rate so the customer can equally compare our rates with the competitors? 

What is Annual Percentage Rate?

200

What resource/tool would you use to obtain current rates? 

What is Online Rates?

300

When quoting a rate for a deposit product such as a CD, what is the correct way to quote the rate so the customer can equally compare our rates with our competitors?

What is Annual Percentage Yield?

400

How do you explain to a customer what Opt Out means for overdrafts? 

What is when the bank allows you to spend more money than you have in your bank account?

500

What action/steps must you take with the customer to document their selection of either Opt In/Opt Out to satisfy our Reg E requirement? 

What is

Print the debit overdraft service disclosure and complete the following:

• Discuss the opt in/opt out options with the customer.
• 
  
  • The banker can utilize the Overdraft Overview Brochure to explain overdraft options and what it means to Opt - in or Opt - out.
• Instruct the customer to make their selection on the disclosure, print their name and sign the disclosure. 
• 
  
  • If the customer requests a copy, make a photocopy of the completed form.
• Enter the customer's opt in/out selections for each account.
• Select the checkbox in the system indicating that you have reviewed the disclosure with the customer. 
• If the debit overdraft service disclosure does not print, a manual debit overdraft service disclosure form will need to be printed and completed.

Knowledge for all

100

Where do you go to submit a complaint?

What is MAX?

200

If ABC pizza deposit is presented at the Night Depository that requires a CTR who is the Conductor? Beneficiary?

What is..

Conductor- none

Beneficiary- ABC pizza?

300

What is the total cash limit allowed to be kept at a teller window?

What is $10,000?

400

Explain what dual control means and give an example.

What is requires complete attention of two colleagues throughout entire process, both accountable for contents and agree to results?

Example- Vault, night drop. 

500

Explain Opening procedures

What is...

Bankers 2.0/Security

100

Show me where you go to print account disclosures for a customer upon request. 

What is..

-ESS

-Documents

-Deposit Rules & Regulations

-State and Select Product?

200

When opening an account for a customer with a Promo Offer, what steps must you take to ensure the customer receives what is being offered? 

What is..

-Branch Procedures

-Promotional Offer?

300

What is clearance code for SOC?

What is Cost Center?

400

How do we ensure we have completed all tasks for the end of the day?

What is Closing checklist?

500

Where is the Red binder located in your branch?

What is...