Funds Availability
If a customer deposits a PNC check for $60k on Monday morning inside the branch, when is it available?
It will be available that night.
What is the fraud triangle?
where the branch is located, where the customer's ID was issued, and where the check/monetary instrument was issued
A customer in the lobby gets frustrated with the wait time and storms out of the branch, before being helped, saying how ridiculous the line was. Would you file a complaint for them?
Not unless they were a known customer, otherwise you wouldn't have any of their information to file a complaint.
What if a customer wants to cash it?
You can only deposit it into an account with the same business name.
Since we can't cash checks made payable to a business, the customer would need to deposit the check and then they could do a withdraw to get an equal amount in cash if it is available in the account.
What do you do if there is a discrepancy between the safe deposit box genesis titling, access card, and/or contract?
If a customer opened their account 10 days ago and wants to deposit a Non-PNC check for $3k in the branch on Wednesday morning, when will it be available?
$100 available Wednesday night to cover anything coming out of the account, $125 available on Thursday, and full funds on Friday
Before running the transaction check the account, ask yourself if the transaction makes sense, get the required IDs, if you would feel comfortable approving grab someone with the proper authority limit to check the account and approve the transaction
BM/ABM- 500k, TL & Bankers-50k, Tellers- 3k
A customer comes in saying they were having trouble using they ATM, would you file a complaint for them?
No, it sounds like they just need help.
If a check is made payable to Jane Smith, trustee what can be done with it?
If a check is made payable to the estate of Jane Doe, what can be done with it?
It can only be deposited into an account where Jane Smith is listed as a trustee.
It can only be deposited into an estate account.
What do you if you find a skimming device on the ATM?
Rope it off, decommission it, file a SIR, grab a manager, contact SONK LP and ATM Services
If a customer makes a deposit into a non-PNC ATM on Monday at 4pm, when will it be available?
Since it is after 3pm, it would be considered Tuesday's business day. $100 would be available on Tuesday to cover anything coming out of the account and full funds would be available 4 business days later on the following Monday.
What is FEEVA? Name 2 warning signs? How do we report it?
Financial Exploitation of the Elderly and Vulnerable Adults
Customer isn't aware of recently cashed checks, they have a caregiver speaking for them, they have a lot ATM withdraws when they previously didn't have a debit card
File a SIR.
If a customer states they are frustrated that they changed their address online 2 weeks ago, and it still has not updated in our system so their checks went to the wrong place would you file a complaint.
Yes, they used a trigger word and they gave a specific reason as to why they were upset.
What would you do if you noticed a co-worker taking a pictures on their cell phone of customer information.
inform a manager, file a SIR, contact ERIC or the anonymous ethics hotline
What do you do if the shred bin is found unlocked?
put in a request with realty services, contact LP, grab a manager, file a SIR, if not fixed before end of day everything needs to be placed in vault to be secured overnight
If a non-new customer deposits a non-PNC check for $10k at the ATM on Friday at 11PM and Monday is a holiday, when would it be available?
This would be Tuesday's business day. $100 will be available to cover anything coming out of the account and full funds would be available on Wednesday.
Name 2 common types of fraud and explain what they are.
Car wrapping, grandparents scam, romance scams, lottery and publisher's clearing house, felony lane gang, customer impersonator, etc.
A customer states that they thought they were getting a new debit card, but it turns out it was a credit card. They tell you how the banker did not tell them that and they feel they were mislead. Would you file a complaint?
Yes, because they are alleging that PNC employee was unethical/did something illegal.
If a co-worker asked you to cash a check made payable to their significant other that was not signed by their significant other nor was it signed over to your co-worker what would you do?
refuse the transaction, inform your manager, contact ERIC or the anonymous ethics hotline, they will let you know if you need to file a SIR
What do you if the ICI cartridge runs out before the technician comes?
If a customer deposits a PNC check for $40k and a non-PN check for $30k on Saturday and then comes into the branch on Monday and deposits a non-PNC check for $25k, when would the funds be available.
The funds from the PNC check would be available Monday night. It would not matter if the account was new or not since the combined total of non-PNC checks was over $50k. There would be $100 available Monday night to cover anything coming out of the account $125 available on Tuesday and full funds on Wednesday.
Name 3 resources available to you to help identify the fraud. Once you suspect fraud what should you do?
UV light, ID guide, check cashing guidelines, buddy checks/withdraw slips, P&P for recognizing common types of fraud, SONK LP
Grab a manager, try to make copies of anything they gave you, email SONK LP, place account alerts, file a SIR
If a customer threatens to go to the media, contact a lawyer, or contact the better business bureau will you file a complaint? What else will you do?
Yes, you would file a complaint and escalate it.
Name the ways to fix a buy/sell error.
If the person taking the money has not accepted it and it is within 30 mins they can reverse it. If it is after 30 mins they can accept the buy/sell and sell back the exact same denominations and amounts that were sold to them evening out the transactions. If the deposit is short/over get/give money to the person to make it correct immediately.
What do you if you find money in the branch?
What do you do if you find something of value in the branch?
Process a GL19606 and the funds become part of the teller's drawer
Grab a friend for dual control, document item on safe keeping log, vague description that does not assign any value, put into cold sealed bag both people date and initial and place into safekeeping (in our officer's box)