Audit 101
What does DDAMPE stand for?
D – Date
D - Drawee Bank
A - Amount
M - Maker
P - Payee
E – Endorsement
Customer is asking for deposit rates. Where can you find these? Can you print these for the customer?
Find @ PNC.com or the Deposit Rates screen.
Yes, you can print these.
How do you know if a client is a US citizen?
ASK.
What is the duress code?
1-2-3-4
The lock on the CINTAS bin broke. What do you do?
1. File a SIR for the broken lock
2. Move contents to another bin or secure location (dual)
3. File realty services request to have lock replaced
You are filing a CTR and the client present starts asking you questions about what you're doing. What do you do?
Do not try to answer questions yourself. Print the "Notice to Customer - A CTR Reference Guide" and provide to the client.
If client has additional questions, direct them to call the phone number at the bottom to the FinCEN Resource Center.
Your manager asks you to look up some information on their family member's accounts but your manager is not on the account. What do you do?
Do not do it. Contact ERIC.
What do you do when a client starts asking you about FDIC coverage?
Direct customer to FDIC.gov
(*Can be found on all FDIC templates at every station/desk)
Securitas called after an alarm was triggered. What is our branch code?
0010644
What are two things we have in place to reduce impact and/or prevent robberies?
1. Maintain drawer limits
2. Lobby engagement
DAILY DOUBLE !!!
What do you if you notice a customer consistently doing withdrawals just under the 10k CTR threshold?
Also - what is this called?
File a SIR - do not address the customer directly about this.
This is called structuring.
No. Refer the client to somebody with an NMLS #, preferably a designated lender.
DAILY DOUBLE!!!
A client wants to file a dispute on a transaction that occurred 6 months ago, are we able to do so?
What is the cutoff time for filing disputes?
Yes.
*Trick question - there is no cutoff.
What are teller drawer limits?
(Include limits for BOTH attached/un-attached to TCR)
Un-attached: $3k-$4k-$5k
Attached: $3k total
You arrive to the branch at 8:30a.m., people are inside, lights are on, and the all-clear is not set. What do you do?
Go to the safe spot, call PNC Security and wait for further instruction
(*Do not call or text the employees in the branch)
You go to allow a client access to their SDB and notice the title on the system does not match with the contract. What do you do?
Do not allow the client to access the box. Contact Loss Prevention and await further instruction.
Explain overdraft coverage as if you are speaking directly to a client.
Overdraft cover applies ONLY to debit card transactions. Two options:
OPT-IN : If not enough funds, client wants purchase to go through, results in overdraft and acceptance of associate overdraft fees.
OPT-OUT : If not enough funds, client request transaction to be declined.
What steps do you need to take if you want to join a school board or run for a political position?
Gain management approval and submit request to Corporate Ethics Office (Call ERIC)
How long are you a new customer?
When is a check available during this time?
When is the check available after this time?
30 days
2 business days
1 business day
What steps do you take if you find evidence of an ATM skimming device?
1. File a SIR
2. Contact Loss Prevention
3. Contact ATM services
4. Put ATM out of service
Explain what card-cracking is.
This is where young adults (typically college age individuals 18-25) are recruited to participate in the scam and are promised money to do so.
They provide their debit card number and PIN to the perpetrator, who makes fraudulent check deposits at the ATM (can be as high as $15,000). They withdraw the funds from the individual’s account through the ATM,point-of-sale (POS) terminals, or Zelle before the check is returned as fraudulent.
They tell the young adult to report the card and PIN as lost or stolen and to file a dispute with PNC. Sometimes they’re also encouraged to file a police report.
What does FEEVA stand for? Please share an example of FEEVA.
Financial Exploitation of Elderly and Vulnerable Adults.
When somebody may be taking advantage of an elderly (60+ years old) or vulnerable (disabled) adult.
Example – Somebody coming into branch with grandma/grandpa to process an irregular large withdrawal out of their account.
Explain what the over-payment scam is.
A scammer sends an individual a check by U.S. mail that includes a significant overpayment and instructs the individual to cash the check and wire back the overpayment amount. The original check is ultimately returned as counterfeit after the individual has wired the money.
Ex. Lottery, Internet Auction/Sale, Internet Job, etc.
What are signing limits for each position in the branch? (Teller, Teller Lead, BSSR, BSSA, RB, ABM, BM)
Teller - $3k
Teller Lead - $50k
BSSR - $25k
BSSA/RB - $50k
ABM / BM - $500k (BBC ABMs only)
**Non BBC ABM = $300k
FINAL JEOPARDY! All or nothing!
Please identify if you think these complaints are reportable or non-reportable.
1. I'm sick of getting the run around at this bank. You people just don't know what you're doing!
2. I'm contacting my attorney about this.
3. You people can't do anything right here! I have told PNC multiple times that my address has changed and you keep sending things to my old address.
4. This bank is terrible!
1. Non-reportable
2. Reportable
3. Reportable
4. Non-reportable