Security & Compliance
Where is the Robbery Manual located in your branch?
In branch manager's office
What are some red flags you might see when accepting a wire transfer request?
Online dating, refusal to discuss, eBay/Craigslist purchases, etc.
What information is needed required and amount triggers a CTR
Name, ID Type & Number, DoB, Address, SSN, Employer Name, Occupation and Phone #.
Any cash amount over $10,000 will trigger CTR.
Describe how you would deescalate a situation with an irate member.
Remain calm, listen, apologize, involve management if needed
True or False: The branch is not equipped with an AED.
False
What would you do if the ALL CLEAR signal has not been set when you arrive at the branch prior to the doors being unlocked for daily business?
Call the branch and ask if we are open on Sundays.
In what instances would you provide the member with the Fraud Poster?
Wires and suspicious large withdrawals
How would you inform the member you are placing an Exception Hold on their check deposit?
Explain reason and receipt details
Describe how you would report a member’s complaint about missing money from an account.
Review activity, close cards/accounts, dispute unauthorized transactions
Describe your understanding of how unconscious bias is expressed in the workplace.
Bias can be shown through unequal treatment or lack of inclusion
What is the Whistleblowing Policy and where can you find additional information on this policy?
A whistleblower as defined by this policy is an employee of MIDFLORIDA who reports an activity that he or she considers to be illegal or dishonest to one or more of the parties specified in this policy. Whistleblower protections are provided in two important areas – confidentiality and against retaliation. For more information please refer to the Personnel Policy
What should you do if a member insists on proceeding with a transaction you believe may be fraudulent?
Involve branch or department management immediately; do not proceed without proper clearance.
Describe the steps for cashing a check for a non-member.
Verify ID, Run OFAC against non-member, Verify check utilizing D.A.M.P.E.R.
How do you respond when a member requests a fee refund? (Bonus question)
Get with a member of management to discuss the situation further.
What should you do if you observe a coworker violating policy?
Report the incident to your supervisor or through the whistleblowing channel.
What should you do if you suspect an elderly member is being taken advantage of financially?
Report to BSA, apply warning flag, complete abuse notification form
In what instances would you provide a member with the CTR Reference Guide?
If structuring is suspected or member inquires about CTRs
Describe the steps for completing cash exchange transactions.
What should you do if a member appears confused about their account activity? (Bonus Question)
Offer to review recent transactions, explain any fees or holds, and print a statement if needed
What does it mean to uphold the credit union’s Code of Conduct? (Bonus question)
Acting ethically, maintaining member confidentiality, and following all policies
What steps should be taken during an active robbery situation?
Remain calm, follow the robber's instructions, do not trigger alarms, note details for law enforcement afterward.
What should you do if you have a possible match on the SDN OFAC list?
Involve a supervisor and contact Department BSA
List transactions you complete that are posted directly to a general ledger.
ATM deposits, Coin, Fees, Credit Card Cash Advances, Cash Outages
How do you handle a situation where a member is upset about a denied loan or product? (Bonus question)
Express understanding, explain reasons if appropriate, offer to escalate or refer to a loan officer.
How do you ensure member information remains confidential during and after your shift? (Bonus question)
Lock screens, secure documents, avoid discussing sensitive info in public areas