Lets STEP IT UP
True or False: When proceeding with step up authentication, we should be checking to see if the client has a debit card on file, as well as a phone number that can be used for a One Time Passcode. We should ask them to go get their phone and not proceed unless they return with it.
True. It is a red flag if the client has a debit card/phone on file but doesnt have it with them. We can proceed with step up ONLY if the client doesnt have debit card with them (we cannot proceed if they refuse to get their phone).
A teammate asks to order a new headset because the one they have is not as good as one that their saturday branch has. What should you do?
See what other headsets you have in your branch and/or if the saturday branch has an extra headset they could spare.
True or false: OT only applies when a teammate is over 80hrs in a two week period
False: OT is any hours over 40 in a given week.
Forgetting to do this prior to opening an account for a prospect (consumer and SB) can result in any losses being considered controllable.
Scanning ID with Intellicheck.
Step Up authentication is not required when clients use this method to verify themselves in the branch.
A teammate calls you over for an override. You notice it is to avoid placing a hold for a repeat overdraft. The teammate says they know this client and dont want to place the hold. What should you do?
Review the client's transaction history, the item being deposited, balances, etc., and then make a decision.
True or False: A Branch Manager has no way of tracking OT or knowing which teammates are getting OT in a given month
False: We can use workday and expense reporting to track!
True or False: A Non-client can present a passport to cash an on-us check?
FALSE! Intellicheck MUST be used for non-clients wanting to cash checks, therefore an ID that can be scanned with intellicheck must be used.
Step Up Authentication applies for cash related transactions of what amount or higher?
$1500
Your teammate has had several larger outages and RAD exceptions. Where should you be documenting these each monthly?
Risk section of a monthly 1on1
True or False: Staying within our OT budgets allows us to not only use our expense budgets for more fun things, but also to reinvest in the company through technology/systems/etc.
True!
Repeat Overdraft Hold Notice!
Signature Verification or Enhanced KYC Verification (questions) and then add an account remark stating what was completed
Your teammate has been having repetitive teller outage issues. Where can you find thresholds for instances and/or dollar amounts for when performance coaching should start?
Performance Standards
What are some best practices that you as branch managers can implement to help ensure your team isn't getting into OT weekly?
As part of a best practice, what are some things that should be reviewed when a client is requesting a larger withdrawal/OBC, or when we are doing an override?
Client and account history (Open date, recent activity)
Check being deposited (if applicable)
Debit card usage (when client states dont have a debit card)
Client Signatures if possible
In addition to cash transactions, what other types of transactions require step up authentication?
Purchase of OBCs, purchases of counter checks, changing PIN when it is unknown, and statement copies
A teammate engages you for an override for a positive pay message stating check # may not be on the maker's file. The teammate shares that they know the client and that they cash this check every two weeks as part of their payroll. What should you do?
Review the situation and the clients account, transactions, etc. Follow the process in keypro to obtain written approval from the RM for the account (keybank teammate), or decline to provide the override.
We dont care about "Extra hours" during holiday weeks because it is not OT and wont show up on the OT report.
False: 4.5hrs of "extra pay" is the equivalent of 3hrs of OT pay. It affects the bottom line just the same, even if it doesnt show up on OT reporting.
When scanning an ID for a new account opening, the login is compromised of the 7 digit teammate RACIF and what word?
NEW!