Policy & Procedures
This is where a banker/teller can find the UAR form when they need to file one.
Banker: What is CORE or TPSS
Teller: What is the quick link on TPT?
When a customer is unhappy about fees for services like check orders or wire transfers, this is the recommended action you should take.
What is entering a Customer Feedback
D&P 38.01
An employee must secure their laptop with a type of lock if they choose to leave their laptop at the branch.
What is locking with a cable lock.
This is the correct process when a customer wants to apply for a credit card over the phone.
What are the three options a banker should offer for phone applications: applying in person at the branch, applying online at BMO.com, or performing a warm transfer to the BMO Virtual Connect?
D&P 28.01
The maximum overdraft balance required to avoid an Overdraft Fee will be reduced from $50 to ____ based on the account balance at the close of the business day an item is presented for payment.
What is $20?
When the $3,000 - $10,000 threshold is exceeded for Monetary Instruments with cash TPT automatically prompts the employee to complete this.
What is a MIR?
D&P 22.19 page 5
BMO Smart Money checking, Growth MM, Wealth Preferred MM, Platinum MM, Consumer Savings, or any small business product are not eligible to opt-in/opt-out for this type of service.
What is overdraft services?
D&P 19.16 page 10
This type of lobby transaction will require three types of identification method.
What is high risk scenario without a debit card
These are the 3 optional Overdraft services offered by BMO.
What are ATM and everyday debit card opt-in/opt-out, overdraft funding (linked account), and Overdraft Protection LOC?
If you enter "retired" XXXXX in the occupation section while completing a currency transaction report this is the correct way to process a CTR report. What does XXXXX stand for?
What is more information? Such as Mechanic or Truck Driver.
D&P 19.06.01
The preferred way to authenticate a cash withdraw <$3,500.
What is PIN Pad Authentication?
D&P 11.01
This is one circumstance under which you must decline a customer's request to reissue, upgrade, or replace a debit or ATM card.
What is: when the cardholder's address has been changed within the last 5 business days?
D&P 19.02 page 7
After voiding the cashiers check, we must do this.
What is completing the coversheet and scanning
This is the resource employees can use for anything Operational related.
What is CORE?
These are the four things you must always state at the beginning of a marketing call.
What is
-your name
-you’re calling from BMO
-your phone number
-Clearly explain the purpose of the call
D&P 19.06.01
Asking a customer 'What type of accounts do you have with the bank?' and 'Can you name of the direct deposit or automatic withdrawal in the last 30 days?' is an example of authenticating them using this method.
What are examples of OUT-OF-POCKET Questions?
D&P 11.01.01 page 19
These are the last three steps you must complete when completing a Deposit Account (Product) Type Change.
What is is completing the Product Type Checklist, Scanning the completed form to Deposit Documents (MDF), and Holding on to the checklist until the next business day to complete the "verification" topic.
D&P 19.17 pg4, D&P 19.17.F1
This is when you enter the date on the shipment log.
What is the actual day GARDA comes to your branch?
This is the procedure when a client states they did not receive their monthly statement.
What is a privacy incident requiring manager maintenance in TPSS?
D&P 21.10 page 4
This is the first steps to take before making a call to ensure you are complying with Telephone Consumer Protection Act (TCPA) requirements.
What is performing a Do Not Contact (DNC) and Curfew Hours status check in Salesforce and TPSS
D&P 19.06.01 pg6
If a customer is unable to answer 2 or 3 authentication questions over a phone interaction it may indicate difficulty with this type or authentication method.
What are out-of-pocket questions?
D&P 11.01.01 page 19
These are the four key information you must share with a client when placing a stop payment on an ACH Merchant Block.
What is
- ACH Merchant Block does not expire
-Will take effect within 3 business days
-Will stop preauthorized or recurring transactions from a specific merchant
-$35 fee associated with placing an ACH merchant block
D&P 20.15.A1 & 20.15.0
A customer wants a split deposit and a manual hold must be placed. An email must be sent to ____ ___.
What is District Ops?
What is your Cashier's Check Limit?
Where do you find Funds Availability.
What is the BMO Handbook?
D&P 20.19 page 23