OSM Review Questionnaire

Control your cash

100

You do this when you walk away from your teller station.

What is - lock your drawer every time you step away.

200

Tell us the steps for a cash drawer out of balance $1,000 or more. 

What is - 1) immediately notify Store Manager or Designated Associate 2) have a second person dual count your drawer and sign your cash count sheet 3) if unlocated, a full store cash count must be performed that evening or prior to cash being used the following day 4) complete the Cash Difference Report and Checklist 5) Email outage to BP&I, the CM, AM, RD, OSM, and HR BP

300

This is your current Cashier's Check signing authority.

What is -

CEA/Rover<1 year = $15,000 / >1 year = $50,000

UA<1 year=$75k/>1 year=$150k/>3 years $200k

UB (any length) = $300k

RB (any length) = $400k

Lead (any length) = $400k

SM 1 (any length) = $500k

SM 2 (any length) = $1,000,000

SM 3 (any length) = $1,250,000

CM (any length) = $1,500,000

400

Name the two requirements that must be met before accepting a mutilated bill.

What is, you must have MORE than 50% and one full serial number showing.

500

Give examples of what you would find in your robbery kit.

What are -

Robbery Kit instructions

Robbery Training Information

White Robbery Emergency Assignment Cards

Store Manager Robbery Report

Robbery Questionairre

We are "Temporarily Closed" signs

Nancy Drew it...

100

When a deceased customer's heir comes to make a withdrawal from an account, what documentation is required?

What is - Letters of testamentary and a Death Certificate.   Refer to the eOPM "Death of an Account owner" if you have questions.

Also, examine the account for presence of: other account holders, beneficiaries, direct deposits, online and any recurring payments,

If the customer receives direct deposit contact he ACH department.

200

True or False - if a customer email a wire request to Suzy Associate, Suzy can proceed with processing the wire as long as we have an FTA/Appendix A on file.  She can also do the call back to verify with the customer verbally.

What is - False.   Suzy can process the wire but she cannot process the call back.  Two associates are required to communicate with the customer when processing a remote wire, the one who receives the request and another who confirms the request. 

300

You can locate an associate's NMLS# here if a customer requests one.

What is - Look them up in the associate directory, or access the Active MLO List on the Insider (search Active MLO in the search function)

400

Name two items that you would look at on a customer's account before deciding to waive/reverse an overdraft fee. 

What is -

First time occurrence?

Has it been a reasonable time since the customer's last reversal?

Is the customer's account in good standing currently?

What steps has the customer taken to prevent recurrence?

500

Explain the process of identifying an auditor.

What is -

Confirm the purpose prior to allowing entry, if you are open ask them to sit in the lobby.

Contact Bank Protection and Investigations if the visitor is unknown. 

Check the ID and any authorization documents (if any) for any visitor. 

If the visitor is an internal associate, review the Associate Directory to ensure the associate is still employed with UB. 

Resources, what resources?

100

Tell us the purpose of the BCP Binder, and where it is located in your store.

What is - to be used as a resource to facilitate the stores' ability to respond and recover its critical functions across a wide range of potential emergencies such as a loss of power or a system/program failure. 

What is - name the location in the store.

200

This item is used to detect counterfeit items such as a Drivers license, Matricular card, Travelers Cheques and cash.

What is - the UVeritech machine. 

300

Name the resources available to help answer customer questions regarding FDIC Insurance Coverage.

What is - 1) the Estimate Deposit Insurance Calculator (EDIE) on the FDIC Website  or 2) the eOPM FDIC Chapter

400

Name the steps you take if a manager/designated associate isn't in the office and you need an approval.

What is - Call another Manger (buddy store) or AM and note approval per guidelines from the eOPM.   Document approval to the approver via email or fax, approval emails are to be scanned under the "approvals" folder for the account.

500

Name items you can locate on the Enterprise Risk Department, Bank Protection & Investigation, or Fraud Monitoring & Support Insider page. 

Training tools

Security Manual

Robbery Kit

Security documents

Phone numbers of Security Associates

Fraud Prevention Tools

Uveritech Quick Reference Guide

Guard it like Chuck Norris

100

Name the steps you take to identify customers over the phone, when there isn't any Out of Wallet answers on the system.

What is - associates must identify the customer using 2 pieces of public information and 1 piece of other non-public information (like the most recent ACH/Direct deposit made - who from and amount).

200

When are you allowed to use CDs, disks or thumb drives to store information for customers?

What is - how about never?  The Bank's "Acceptable Use Policy" prohibits storage of customer information on such devices. 

300

How do you ensure all confidential customer information is properly secured overnight?

What is - Lock the information up or place in a shred bin

Empty teller shred bins each night in the shred bin

Follow the Environmental Checklist closing duties to ensure all areas of the store area are checked (fax machines, printers, under desks, trash cans, etc.)

400

Name the documents that should be in place prior to accepting a wire request for a customer via phone or email.

What is - a completed Remote Request Agreement and Appendix A or FTA must be on file or scanned prior to the request being made.

500

Name when and how you will send an encrypted email.

What is - any time you are sending an email to a customer or responding to an email (non-Umpqua Bank address) that contains non-public personal or confidential information.

Include the following in the subject line:

#encrypt, [secure], <secure> or choose the "send securely"

Big Brother is watching

100

These are the disclosures you would provide if someone requests a copy of the Bank's opening disclosures. 

What are -

Personal or Business Regulations

Product Disclosure (for the product they are asking about)

Other Account Services Disclosures

Personal or Business Overdraft Disclosure

Interest rate sheet (if interest bearing account)

200

State the process should you receive a written complaint at the store. 

What is - 1) Refer to the eOPM to determine if the complaint is Regulatory or Non-Regulatory  2) Log it into the Complaint Log Survey 3) Follow the procedures based on complaint type - Regulatory > handled by Compliance / Non-regulatory > handled by the Store Manager or Area Manager 

300

True or False - Store associates are able to make their own marketing materials "in house" as long as the FDIC and Equal Housing Logo are on the flier and visible to customers.

What is - False.  All marketing must be thru the Resource Hub OR our Marketing Liaison for custom marketing materials. 

400

Explain the process should you receive a customer request to see the Bank's Community Reinvestment Act (CRA) Public File.

What is - Complete the CRA Public File Request Form in the eOPM.

500

When a customer calls or comes in to inquire/apply for a HELOC, an unregistered associate (non-MLO) is able to help them with what type of questions?  

What are -

Answer basic product questions/help choose the correct product

Define terms

Quote APRs

Explain information needed for underwriting