Teller Window
Should you process your family members or your own transaction?
No.
Should you email bank documents or forward bank emails to your personal email?
No.
Do we take wire transfers over the phone?
No, unless an EX-23 is permitted
What is the morning procedures process for entering the branch (all clear signal)?
Senior person enters the branch while there is a second person outside. Person that goes inside checks branch to make sure nobody is present inside, disarms branch and puts up the all clear signal to notify outside employees that the branch is safe to enter. Team member outside waits for all clear, if not displayed in reasonable time (5-10 minutes), call emergency line 694-6601, ask security question, if yes, call 911 and corporate security 694-5911. If there is a noticeable struggle inside from the outside, call 911 and corporate security immediately. Nobody else enters the branch.
If a customer has multiple transactions into the same ownership accounts, how do you input these transactions?
Next tran.
If a client refuses to give conductor information, what form must be filled out?
An EIR, Electronic Incident Report
Do we sell Cashier’s Checks to non-customers?
No, unless the following steps are followed: notify manager, need: Vice-Chair approval, or government law enforcement officers or IRS agents, with approval by corporate security
What is the process for when a customer picks up payroll?
Verify Tel-304 for who is authorized, ID customer, have them sign the distribution form, release payroll to them
$5000
What is the process for address changes and what is the retention?
Customers complete the Address change form Misc-16 and we process the change on FIS after ID’ing the customer. We keep the form in our retention files, 120 days retention
If you place a hold after the customer has left you, how would you notify the customer?
Contact with number on file, mail notice to address on file. Contact with number on file, mail notice to address on file, make those notations on hold slip under customer signature section.
What is the meeting place for an emergency evacuation?
Starbucks
What is your process for when you have to leave your window?
Lock your computer and your drawers, make sure there are no confidential information out on the desk. Take key with you.
What is the route in Teller Insight to input a manual CTR?
+ More > 6 Miscellaneous Forms > 8 Large Currency
Disputing a transaction, what do you do?
Process the dispute, send over to 266 Card Ops, if it’s a card, close the card and order a new one. If it’s a check dispute – need notary for the Customer Claim form, follow dispute matrix to send to appropriate department (114)
When do you file an eir? What is the retention?
Within 24 hours of the incident, best practice is the same day. We keep eir copies for 30 days. Suspicious activity, customer incidents in branch, fraud, etc.
In the event of a robbery, what is the procedure?
The key dispense when on TCR, give bait from manual drawer, the plaque for the TCR if robber asks for more money. Don’t press the duress trigger until robber leaves the branch, close the doors, notify supervisor. Call 911, cordon off area, remove nametags. If a note was used try to touch it as little as possible and keep it. Stay calm.
In what situation would you be prompted to process an MIL?
If $3000-$10,000 cash is used to purchase a cashiers check.
What are the four required disclosures that all consumers receive when they are opening an account with a debit card?
DDA-721 Deposit account Agreement, EFT-10 Electronic Banking Services Agreement, AD-701 Privacy Policy Notice, Fee Schedule