Technical Difficulties
Who do you contact when the branch or bank has lost connectivity to IBS?
Regional Manager
Where do you go to change the type of account a customer has?
Change product type workflow
Where can you find a physical copy of the retail call tree?
In the front of the BCP Binder
Use this type of exception hold if no other exception hold can be used
Deposit Greater than $5,525
Should you run on the cash device in offline mode?
No. It is not recommended to use the cash device when connectivity is unstable.
Where do you look in IBS to find collateral on a loan?
Loan Note level, multiple collateral
What 2 items need scanned in Image Centre when submitting a POA for a new customer?
Efunds and drivers license must be scanned into Image Centre under Deposit Accounts for any new customers when submitting a POA. The POA can't be approved until we see the Efunds and drivers license is in Image Centre.
Name 5 of the 10 types of Next Day items
· Official Checks · U.S. Postal Money Orders - all other money orders are considered local (2-day availability) · Certified Checks · State or Local Government Checks – ONLY when located in Ohio, WV, KY · Cashier Checks · Electronic Payments - Wire Transfers, ACH –available same day as deposit per ACH rules · U.S. Treasury Checks · Travelers Cheques - ONLY when opening new accounts · Federal Home Loan Bank Checks · Teller Checks and Treasurer’s Checks
Name two items that are in the BCP binder that are needed when the systems are down.
NOLAN - Statuses and Procedures
Comm Errors/Capture Failures/In Process
In IBS when going to Customer account, analysis and statement detail, Paper statement: / Electronic statement: you find what information
What is whether an account is signed up for e-statements or paper statements.
What is the fee charged for a replacement card to upgrade to the new contactless debit card?
For those customers requesting a replacement card to upgrade to the new contactless card, we will waive the $5 replacement fee. The $5 fee still applies for a customer with a lost card requiring a new card number and requesting a replacement card.
Type of hold used when opening a checking account for a new customer with a next day check in the amount of $5,000
If the check is less than $5,525 no hold is placed
Can checks be cashed while the system is offline? Why or why not?
No. Because there is no system to keep track of cash provided or to verify checks unless approved by your manager.
Should we place an account on PND or PNT because a customer doesn't want an item to come out?
No. The only times we should be placing an account on PNT or PND is because of fraud, closing the account and opening a new one, or bank request.
What mortgage discount is going away effective 10/05, and what discount remains?
The 1/8% discount off of mortgage rates for checking account holders is going away effective 10/5. We still have a $250 discount on closing costs for workplace banking and hometown hero clients.
How many days is a Canadian check held?
All Canadian checks with a Canadian (8 digits) routing number get a 4 day hold.
Can deposits be ran when Teller Insight is not functioning?
If you cannot access Teller Insight, still accept customer deposits and loan payments for customers to be run once the system is up. Use the Customer Transaction Log for each UBs to manually record their transactions.
Where do you find the package a customer is in and how do you see what accounts are part of the package?
Customer profile, related packages, this shows the package they are in. Click the icon beside the package and choose view enrollment detail to see what accounts are in the package
What is the difference between DocuSign and eSign, and which do we accept?
We can accept documents signed by DocuSign or a wet signature. DocuSign is the customer actually signing something (paper or electronic pad). We cannot accept an Esign document. Esign is just the customers name printed.
Name the 2 instances that require a manual hold, and who you need to contact
Manual holds are placed when a hold is needed from a deposit made in the ATM or placing a hold after a deposit was made and the 30 min window for reversing has occurred. Manual holds require a notice to be printed and mailed to the customer. Also, the associate needs to contact Items Processing to credit memo the deposit amount when placing the hold. Follow procedures in RSOP for manual holds.