Friday Communications
If a customer closes an account how long will statements continue to show in OLB?
They no longer show as of the date the account is closed. Customers must download statements before closing the account.
-8/18 communication
What are the 4 areas which make up TEAM coaching skills?
T- Tailor Approach
E- Engage in Coaching Conversation
A- Analyze Performance
M- Maximize Engagement
True or False: If a difference is found during a surprise cash audit, does the email notification section of the cash audit sheet need to be completed?
True- should have the date and managers initial of when the RA team was notified.
Fill in the blank - If the branch exceeds its cash levels, the branch balancing sheet must include "Blank."
Dual initialed by a team member and a manager/supervisor. - procedure 3.056
What does "TD" stand for in the TD Garden's and TD Bank's name?
Toronto-Dominion
True or False: OFAC and IDV both need to be run for minors.
False: OFAC only (9/1 Communication. Procedure 3.016)
What are the 4 steps in the build relationships to drive growth process?
Connect, Assess, Enhance, Recommend
Which MSA form was updated on 10/1/23?
ATM Entry Log- Included skimming for walk-up and drive-up ATM's.
Who should the branch contact if the branch is having issues with cameras?
Enterprise Risk Manager (Eric)
RA Team
What unusual feature does Fenway Park have that distinguishes it from other ballparks?
The "Green Monster"
What corresponding bank does NB use for international wires
Atlantic Community Bankers Bank (ACBB) - 8/18 communication
True or False: In the Recommend phase, you gain commitment, demonstrate appreciation and make internal referrals.
False - Enchance
How often should spot reviews be completed?
Each tellers work once per week
True or False - CDs accounts only require the customer to sign the "Certificate of Deposit Signature Card"
False - Business CDs also require the "Account Agreement Signature Card."
What famous historical landmark is located in Needham, MA?
The historic "Needham Town Hall Clock Tower"
If the branch cash exceeds the branch limit, who should the email notification be sent to? (excluding SBC)
1. Head of Retail
2. Bank Security Officer
3. RA Team
-Communication 6/16
Your customers can have different preferred methods of communication with you. What 3 communication styles do most customers fall in to?
Need for control
Tolerance for detail
Desire for support
What time of day should a surprise cash audit be completed?
prior to the teller starting their shift or after the teller fully settles for the day - procedure 3.125
For an RMD withholding percentages are set up on the "Blank"
For Regular distributions, withholding are set up on the "Blank" (“Early withdrawals or regular withdrawals outside of RMD)”
RMD- Plan level
Regular distribution- account level
(IRA- An Overview Refresher Course-Job Aid)
What is the oldest operating bank in the United States?
Bank of America (formerly Bank of Massachusetts)
What is the purpose of Positive Payee Name Match and who is it used for?
Purpose: to verify business checks
Used for non-customers cashing positive pay NB business customer checks - 6/2 communication
What are the first three steps when engaging in coaching conversations?
1. Convey positive intent
2. Refer to performance activity
3. Invite and offer perspective
What information must be included on a cash delivery manifest slip?
Dual initials of the two employees that receive the cash and the date.
Name 3 forms on acceptable secondary ID's based on procedure 3.137 (Identification Requirments)
US Credit Card
Federal, State or Local Government non-driver's license ID Card
Employment Photo ID Card
School ID Card
Consular ID Cards
US Motor Vehicle Registration
Utility Bill
Birth Certificate (original or certified copy)
Which civilization is credited with inventing the concept of banking in ancient times?
The Babylonians