CASH MONEY
What is the limit for our Cash Drop?
What is the limit for our TEAM Cash?
25K
7K
True or False: You only need to complete a wire checklist and obtain management approval when the amount exceeds 10k?
FALSE
100% of the time, a wire checklist is required.
Management ONLY needs to approve your CRM engagement and review your checklist BEFORE you send to Service Now if the amount exceeds 10k.
Service Request Form printed from Wealth View
Member Confidence is at the center of our FUSE strategy- and this TOOL provide direct feedback and insight into our member's experience banking with Prospera
MEI
Member Surveys
NPS score
What does FUSE stand for?
Focus Urgency Scale Execute
A security measure where two authorized individuals are required to initiate and approve a transaction or administrative change, reducing the risk of fraud and errors.
Dual Custody
A member calls the Advice Center directly and requests a reset to their online banking, but they do not have a password to verify their identity. How many questions should we ask the member to verify their identity over the phone before providing them the requested access?
NONE.
Only the MSC is able reset online banking over the phone. All phone requests for OLB resets need to be referred to MSC. Alternatively, the member can attend an Advice Center in person.
Under what circumstances would we consider breaking a non-redeemable term and what is the approval process?
BM or RD Approval (dependent on dollar amount) is required for all requests to break non-redeemable terms.
General rule of thumb to consider the exception: Death, Divorce, Hardship
As it relates to our FUSE strategy, what are our 3 enablers to member confidence
Financial Resilience, Engage Employees, Digital Capabilities
The 2025 Spring Credit Card Sprint is aligned to Collabria's Spring Premium Fee Rebate + Flex Rewards Points offer.... staff will receive ____ spotlight points for Premium cards and ____ points for all other card products
20 and 5
At what point during our Morning Process do we put up our RED SIGN.
Sign goes up at 8:40am and signifies that cash is exposed. The sign must be put up before we open Tres/ATM and when purging TCRs.
___________ are a security feature within our online banking platform that is widely underused by our membership.
ALERTS
There are a variety of alerts to choose from, all of which we highly recommend member set up to protect their hard-earned money from fraud.
which document is used to ensure ALL requirements are captured when opening a new account?
New Account Checklist!
Consistently using this form will ensure you have no audit findings to correct! #doitrightthefirsttime
This is our _________ _________
"At Prospera, we commit to doing our P.A.R.T every day"
Service Pledge
What are our 3 enablers to member confidence
Financial Resilience, Engage Employees, Digital Capabilities
In order to accept MUTULATED Cash for deposit- what must be present on the bill?
BOTH sets of serial numbers along the bottom of the bill.
If we accept it without both serial numbers - we are unable to ship it as Mutilated cash.
What are the top three frauds reported with the highest level of financial impact in 2024 for Canadians?
Investment Frauds, Phishing, and Romance Scams.
An executor of an estate valued OVER 25k requests reimbursement from the estate for minor renovation work related to the deceased property. He's provided an invoice and is requesting a draft... Can we process this request BEFORE probate is granted?
No
Estate balance over $25K, executor/administrator must wait until probate/letter of administration is received and 6 month waiting period expired. If probate received, can have 6 month waiting period removed if Indemnity – Distribution of Assets within 6 Months of Probate signed.
The system we use to ensure our members only need to tell their story ONCE.
CRM!
This West Oaks Staffer consistently receives GLOWING feedback on our member survey's raving about her customer services and care for our members.
KAREN - #thelegend