Customer Service
If a business brings in several deposits all at one time, can I run them all together?
No, each deposit needs to be ran separately
What does CTR stand for?
Currency Transaction Report
True or False? I can earn extra money on my paycheck for referring customers to UIMG
True! If the customer you referred over does invest money with UIMG, your bonus is calculated based on the dollar amount the customer invests x 1.1% management fee x 15% which is what you get.
Example: Customer invests $300,000 x 1.1% x 15% = $495 (pre-tax) to you!
How often should we be checking our emails?
All the time! At minimum check it after you're balanced into your drawer and several times throughout each shift
Customer says she received enough money in Zelle credits to her new account to qualify for the Checking Account Promo and wants to know why she hasn't received the $500 yet. Why hasn't it been credited?
Zelle payments do not count as a direct deposit for this promotion
What software programs should I open every time I log into a teller window?
Integrated teller, Navigator or Premier, Director, Email, Teams
When do I need to complete a CTR?
Any cash transaction that exceeds $10,000. This including deposits, withdrawals, currency exchanges, loan payments, or other payments or transfers.
(Could be multiple transactions completed by same person/business totaling $10,000)
A customer walked up to my teller window asking to speak with a mortgage lender. What should I do?
Let them know we unfortunately don’t have one officing here, but we can get them in contact with one! Most of the time it works best to send an email to Barb Bulow with the customer’s name, current account number, and what they want to do (for example, please call customer to discuss general questions, please call customer to set up appointment)
If I'm asking a customer to take a seat in the lobby, what do I need to do?
First ask if I can help assist at the teller line. If I do need someone else to assist with their request, I need to collect the customer's name, account number, and what their request is. And then send this info in the Team's group chat!
Piggy Bank Match ends Aug 29th. Until then children ___ will be able to open up their first savings account and UBT will match their initial opening deposit up to $___
0-13 years old, up to $25
What does Set the PACE stand for?
P-Privacy, A-Accuracy, C-Customer Experience, E-Efficiency
When do I need to complete a monetary instrument log?
For transactions in which $3,000 to $10,000 in cash is used to purchase a Cashier's Check
How do I submit a referral? What info do I need to make sure I include?
Intranet - Referral Tracking - Select Retail Services in drop down menu - Select East O and then the banker you'd like to send the referral to.
Please be as detailed as possible in your notes. Some of the boxes you can check to give us info aren't required so often get missed, but it is info we need to know to make the call. Example: Product of Interest (account, loan, credit card) let us know what they're interested in learning more about!
When I put something in the pending folder, I need to?
Include a sticky note with the doc that includes: name of customer/business who will be in or picking up, what's needed (signature, picking up, etc.), any extra steps (make copy, email to banker) AND your initials and the date you put it in the pending folder
The $500 Checking Account Promo continues until September 30th. To earn the $500 customers must meet two requirements in 90 days. What are they?
$2,500 in direct deposits AND sign up for paperless statements
A customer calls in frustrated because they deposited a $500 check in the ATM last night at 8pm, but the credit to their account is only showing $100. What’s happening here? When will they see the $500?
The ATM cut off time for UBT ATM's is 6pm. If customer made the deposit after 8pm, for now they've been given a $100 provisional credit. Deposits made at an ATM after 6pm will be processed (& visible in account balance) the second business day. So in this case, they won't see the full amount until tomorrow. Suggest depositing with a teller next time!
A customer asks to withdrawal $10,000 but after you ask for the CTR info, they ask to change the withdrawal amount to $9,000. What should you do?
Suspicious Activity Report (SAR)!
How could I talk to a college student about a credit card?
"Have you thought about building credit with a low limit credit card here at UBT?"
Or discuss benefits: "Our app makes it easy to keep track of transactions on the credit card, you can make your payments right on the app, and you earn 1 point in rewards for every dollar spent!"
I need to have a customer sign an account change form I discussed with them over the phone. What are my options to collect the signature?
Customer could come in branch, mail with a return envelope, or ask a banker to send it via DocuSign (please coach customer through DocuSign if this is the method you're going to use)
What counts as a direct deposit in the $500 Checking Account Promo? (Must name at least 3 correct answers)
Possible correct answers: Payroll, Social Security, Child Support, Annuities, Pensions
Name the 6 CS Service Standards that should be happening every single transaction
Smile & greet customer immediately, ask "How can I help you today?", use the customer's name, have a conversation with the customer (recommend products/services where appropriate), ask "Is there anything else I can help you with today?", and thank the customer for their business
What information is needed for a CTR that may not be found on Navigator/Premier?
Employer and occupation. ID info. If it's for a business - the physical address of the person bringing it to the bank.
A customer mentions an expensive home project they're saving up for. What other option might they have and how can you tell them about it?
"If you own the home, you might want to consider talking to one of our managers about a Home Equity Loan! It's a loan that can be used for almost any purpose, including your home project coming up! It's also a great safety net incase of emergencies in the future."
If a customer walks up to the teller line asking to complete a wire transfer, what do I need discuss with the customer before they take a seat?
Collect their name & account number, make sure they have enough funds in their account to complete the wire, AND tell them the wire fees. $25 for a domestic wire and $50 for an international wire
The Money Market Promo ends August 29th. This promo allows the MM account to earn ___% APY on balances of $____ for ___ months. (3 part answer!)
Earns 3.8% APY on balances of $10,000 or more for 12 months