Operations & Risk
A customer leaves a sealed night drop bag. Before processing the contents, employees must perform this control.
What is Dual Control?
A customer receives a check, deposits it, and is instructed to send a portion of the money elsewhere before the check clears. This is commonly known as this scam.
What is a Fake Check Scam?
The "I" in DTI refers to this.
What is Income?
A customer mentions they own a business and regularly deposit large checks. This partner referral may be appropriate.
What is Business Banking?
This behavior often has the biggest impact on a customer's first impression.
What is acknowledging them immediately?
This is the first thing you should do when a cash outage is discovered.
What is researching the outage and notifying leadership?
A fraudster gains access to online banking credentials and begins moving money. This is known as this type of fraud.
What is Account Takeover?
A customer wants access to funds as needed instead of receiving a lump sum. This home equity product may fit their needs.
What is a HELOC?
A customer has more than $100,000 in deposits but no investment relationship. This partner could help deepen the relationship.
What is Wealth Management?
Customers are more likely to remain satisfied when employees do this after a service issue.
What is follow up?
This type of audit is conducted without advance notice to ensure compliance and identify risk.
What is a Surprise Audit?
Fraudsters often request payment through these because transactions are difficult to reverse and hard to trace.
What are Gift Cards?
A customer says they're planning a vehicle purchase next month. This represents an opportunity for this conversation.
What is a Consumer Lending Conversation?
This metric measures how effectively a household utilizes multiple products and services across the bank.
What is Relationship Depth?
A customer's issue cannot be resolved today, but you provide regular updates and meet every commitment. This builds this.
What is trust?
During a robbery, employees should focus on preserving this information without making sudden movements or drawing attention.
What is the robber's description?
A customer receives a text stating their debit card has been locked and clicks a link to verify information. This scam is known as this.
What is Smishing?
This document provides key information regarding a borrower's loan terms, payments, and costs.
What is a Loan Estimate?
Rather than immediately discussing products, One Bank begins with this step.
What is understanding the customer's goals?
A customer has visited the financial center multiple times for the same issue. This experience principle has failed.
What is First Contact Resolution?
You discover negotiable items were placed in the manager's vault but never logged. This type of issue creates both operational and this type of risk.
What is compliance risk?
Criminals use this method when they call customers pretending to be from the bank's fraud department.
What is Vishing?
"How are you planning to pay for that purchase?" is an example of this type of question.
What is a discovery question?
A customer has deposits, investments, a mortgage, business accounts, and lending needs all with the same institution. This is considered a high ______ relationship.
What is Primacy?
The best way to regain trust after making a mistake is this.
What is taking ownership and resolving the issue?