Reg E - Error Resolution
Reg E - OD Program
Reg CC
Security
Other Compliance
100

What should I do if a customer calls the branch to dispute an EFT/ACH item?

Warm transfer the customer to the Service Center

100
Name the 3 ways a customer may change their OD Program election?

Call Service Center

Visit online banking via umb.com/enrollnow

Call or visit a branch

100
Why does UMB no longer use Local Holds?
They do not mitigate risk since checks are generally returned after the 2 day hold expires
100
Where is the robbery packet kept at each branch?
Next to the cashier's check/money order printer.
100
How do we direct a customer who is requesting to view our Community Reinvestment Act (CRA) file?

Direct them to umb.com

200

What is the timeframe in which I must forward any disputes to the appropriate department?

The same day I am notified of a dispute.

200
How can I tell if an account is a debit card eligible account?
Hogan Quick Reference Guide or Debit Card Eligible Accounts Job Aid
200
What must be documented if I choose to use the "Paying bank indicates check may not be paid" hold?
Phone number & individual we spoke to must be documented on the face of the check.
200

True for False

If a text message is used for the first all clear, a second all clear isn't necessary.

False
200
What is the standard wire approval limit for a Branch Manager?
$100,000
300
What does WSUD stand for?
Written Statement of Unauthorized Debit
300
Where do I send the Overdraft Enrollment Form for a new account?
Nowhere - - it is kept on file at the branch with the new account.
300

Scenario:

New account customer used a cashier's check drawn off Bank of America for $7,500 to open the new account.  What type of hold must I place?

After the item is verified with BofA, you must place the next day available checks over $5,000 hold.
300
Describe what closing procedures should look like

Opposite of opening procedures

One associate exits building and gets in car, starts it up

Second associate sets alarm, locks building and proceeds to their car

Both exit parking lot

300
Name the 2 reasons why a StartRight decline can be overridden for a new account?

-The account applicant is an existing customer in good standing1 with UMB at the time of account opening, or - The account applicant is an existing customer required to close and reopen their account due to fraudulent activity or account compromise.

400
What is the timeframe in which provisional credit must be given even if the investigation isn't completed?
10 business days
400

Which Overdraft Protection Service can a customer have in conjuction with the Overdraft Program?

Account to Account transfer
400
What screen should I utilize to determine if an account has been repeatedly overdrawn?
DDBL
400
What is UMB's duress code?
4810
400
How do I know the date of the disclosures required for new accounts?
Refer to the New Account Materials Master List
500
What could happen if the customer does not return the signed WSUD form for disputes taken over the phone by the Service Center?
The housing branch could take a loss.
500

Which of ther following is NOT covered under the Overdraft Program?


-Starbucks purchase
-Monthly gym membership
-Grocery purchase
-Online order from Amazon

500
Why does UMB not typcially use the "cannot verify joint payee endorsement" hold?
Endorsement claims can come back up to 3 years later.  They really do not protect us.  If we have concerns about the joint payee, we should not accept the item for deposit.
500
How often are alarm testing and security inspections completed?
Quarterly
500

2 part question:

When is a Monetary Exchange Form required and when is a Currency Transaction Report required?

MEF:  When a customer purchases a cashier's check with cash between $3,000-$10,000

CTR:  When a customer deposits, cashes, exchanges currency or usess currency to pay towards a loan, credit card or purchase a cashier's check more than $10,000 in the course of a business day.

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