FIRE & EVACUATION/ROBBERY
What do you do in the event of an evacuation?
- inform everyone in the branch
- remain calm and immediately evacuate branch to safe haven
- Account for everyone
- call 911 then Global Security
Examples
- Lock workstation
- Clear info before next customer
- Avoid using speaker unless in enclosed office
- Stay nearby when vendors are in secure areas
- Make sure drawers are locked
- Drive slow around branch
- First two people are parked and facing forward towards door (1st person is opener, 2nd is observer)
- 1st person makes it inside branch and unarms alarm and makes sure branch is secured before setting opening signal
- 2nd person enters before all other employees and 1st person lets them inside.
What are the general emergency procedures?
- Make safety of everyone in branch top priority
- Call 911 as soon as it is safe to then Global Security
- Don't make statements to the media
- Refer to Emergency & Offline Binder
- fires
- gas leaks
- water leaks/flood
- bomb threats or suspicious items
What do you submit when confidential information is compromised? How soon do you submit it?
Explain closing procedures.
- Make sure everything is secure
- Person setting alarm lets everyone out, and waits until observer is in their car
- Last person sets the alarm and observer watches them get into their car safely before both leave the premises
Where are the Emergency & Offline Binders?
- One copy is with BM
- Other copy is in branch on top of black cabinets
What do you fill out after a robber leaves the branch?
Robbery- securing the branch team tasks pages
A coworker just told you they emailed client information to the wrong customer. What should you do?
A. Complete and file Privacy Incident Report
B. Tell coworker you won't say anything if they don't
C. Ignore coworker's statement
D. Encourage coworker to send email to both clients apologizing for the error
A
Can one person open the branch by themselves? If yes, explain how.
Yes. You would need to call global security that you will be doing a single person opening and call them back after you have completed opening.
Handling customer behavior: An individual is sitting in your lobby checking social media, and has indicated that they don't need assistance with a banking need. The individual is not displaying any disruptive behavior or taking action that poses a security concern. What should you do?
A. Escalate to your manager
B. Call global security
C. Call the police
D. No further action is required
D
Give examples of what you need to keep note of the robber's.
- Clothing/jewelry
- Features: odor, piercings/tattoos, scars/birthmarks
- Eye/hair color
- Mannerisms
- Physical evidence (ex: robber's note)
What is considered as confidential information?
- Personal customer information (email, phone number, social, etc.)
- Cash shipment schedules
- Employee work schedules
- JPMC confidential and proprietary documents
What should opening team members look for during building inspection?
- open or broken windows
- doors that may have been pushed or forced open
- doors that are left open/unsecure
An employee is ambushed while leaving the branch, what steps should you do?
A. Scream and cry for help.
B. Decide appropriate action to ensure employee's safety, and when safe to do so call 911 and global, and inform your manager
C. Speak with the media about the incident.
B
How do you activate the alarm keypad duress code?
Hold down top two buttons for a few seconds until keypad beeps or press Panic > Police, Emergency or fire on touchpad
A customer has found a debit card left at the ATM, what should you do?
Call banker support > Fraud, report card found by customer and put card into the shred bin.
In the event the opening signal is incorrect what do you do?
- Go to safe haven
- Account for all associates
- Call 911 then Global Security
Someone attempts to rob you in the lobby (ATM, platform, etc). What steps should you take if it is safe to do so? Select all that apply.
A. Go behind TE to get cash for robber
B. Tell robber to go to another location to get money
C. Use ATM robbery dispense function
D. Invite robber to come with you behind TE
B and C