Fire & Evacuation Safety
What is our safe haven?
What is: Food Lion
10. Someone attempts to rob you at the transaction window. What steps should you take if it is safe to do so? Check all that apply.
A. Comply with robbers demands
B. Automatically give robber the contents of your drawer
C. If a note was given, push it aside
D. Activate the hold-up button
What is:
A. Comply with robbers demands
C. If a note was given, push it aside
D. Activate the hold-up button
18. Before allowing access to secure areas, what steps do you take to validate unknown/unexpected individuals? Select all that apply.
A. Call Banker Support
B. Allow access immediately
C. Use Company Phonebook to validate non-branch employee
D. Ask to see vendor's company ID and use other resources to validate reason (BELT, Tech Check, emails, etc.)
What is:
C. Use Company Phonebook to validate non-branch employee
D. Ask to see vendor's company ID and use other resources to validate reason (BELT, Tech Check, emails, etc.)
There are protestors outside protesting for a 4 day work week. What is the first step you should take?
A. Alert your BM, LAO or MOD
B. Alert your MD-Banking
C. Call Retail Global Security Operations Center
What is:
A. Alert your BM, LAO or MOD
C. Call Retail Global Security Operations Center
B. Alert your MD-Banking
9. During closing procedures, which statement is TRUE?
A. Employees who leave in groups of two or more may let themselves out of the branch
B. An employee who isn't part of the closing team and can't leave with others must be let out of the branch by a remaining employee
C. A member of management is permitted to stay alone in the branch after-hours, once all closing procedures have been completed
D. You don't need to observe activity in and around branch entrance/exit before exiting
What is:
B. An employee who isn't part of the closing team and can't leave with others must be let out of the branch by a remaining employee
In which order do you call the following in case of a fire:
MD-Banking
911
Retail Global Security Operations
What is:
911, MD-Banking, Retail Global Security Operations
11. Someone attempts to rob you in the lobby (i.e. ATM, platform desk). What steps should you take if it is safe to do so? Select all that apply.
A. Go behind transaction line to get cash for robber
B. Tell robber you have to go to another location to get money; approach transaction line from lobby side
C. Use ATM robbery dispense function (only available in Companion branch lobby ATMs)
D. Invite robber to come with you behind transaction line to get cash
What is:
B. Tell robber you have to go to another location to get money; approach transaction line from lobby side
C. Use ATM robbery dispense function (only available in Companion branch lobby ATMs)
19. True or False: If you can't validate an unknown/unexpected individual it's okay to deny access.
What is:
TRUE
A customer states that they think it is unfair that Chase only extends relationship rates to customers who have a checking account with them and threatens to call the media. What is your next step?
What is:
Alert your manager to attempt to deescalate the situation, file a complaint and escalate to BCEG
7. You are part of the closing team and are the second employee to exit the branch. What are your responsibilities? Select all that apply.
A. Re-lock the door as soon as Person #1 leaves
B. Observe Person #1 until they move a safe distance away from the branch
C. Arm required alarms
D. Exit branch and re-lock the door
What is:
All of the above
A. Re-lock the door as soon as Person #1 leaves
B. Observe Person #1 until they move a safe distance away from the branch
C. Arm required alarms
D. Exit branch and re-lock the door
15. The branch is open for business, customers are in the lobby and someone smells smoke. What steps should you take? Select all that apply.
A. Yell FIRE and race out of the branch
B. Inform everyone of the situation (including employees, customers and vendors)
C. Ask everyone to remain calm and begin to evacuate the branch
D. If safe to do so secure bank assets prior to evacuating the building
What is...
B. Inform everyone of the situation (including employees, customers and vendors)
C. Ask everyone to remain calm and begin to evacuate the branch
D. If safe to do so secure bank assets prior to evacuating the building
12. What should you NEVER do during a robbery?
A. Chase the robber outside
B. Scream "I'm being robbed!"
C. Tell the robber you are going to activate your hold-up
D. All of the above
What is:
D. All of the above
True or False:
It is required to submit a Privacy Incident Report if you suspect an employee has forwarded information to their personal email
What is:
TRUE
What is considered disruptive customer behavior?
A. excessively using branch space/ resources for purposes unrelated to Chase business
B. yelling or disparaging/offensive / harassing remarks
C. waving arms or fists, throwing things, pounding on a desk or door/ destroying property
What is:
Trick Question! They are all considered disruptive behavior.
Disruptive Behavior is anything that interferes with normal work functions/activities
5. ANY closing team member can (select all that apply):
A. Arm perimeter alarm
B. Unset branch opening signal
C. Clear workstation or desk of sensitive customer information and lock drawers
D. Let themselves out before the last employee leaves
What is:
B. Unset branch opening signal
C. Clear workstation or desk of sensitive customer information and lock drawers
16. After you have evacuated the branch, what steps should you take? Select all that apply.
A. Go to the safe haven
B. Account for all employees
C. Designate one employee to remain in the branch to wait further instruction
D. Wait for the authorities to give the OK to re-enter the branch
What is...
A. Go to the safe haven
B. Account for all employees
D. Wait for the authorities to give the OK to re-enter the branch
13. Someone attempts to rob you at the Cash Recycler or TE Tower Cash Dispenser. What steps should you take to comply? Check all that apply.
A. Tell robber you have to push buttons on keyboard to dispense cash
B. Tell robber you don't have cash; it's all in the machine
C. Press <Alt>+<F8> to dispense cash
D. Alert your coworkers so they can get a good description of the robber
What is:
A. Tell robber you have to push buttons on keyboard to dispense cash
C. Press <Alt>+<F8> to dispense cash
20. It's been a busy day with back-to-back customers and your manager tells you to take lunch now, or you may not get one. Your last customer's account opening documents are on your desk. What should you do? Select all that apply.
A. Leave system signed on so coworkers can assist customers at your desk..
B. Tell coworker to watch your desk since you have confidential documents on it
C. Make sure all confidential info is secured before leaving
D. Lock your workstation
What is:
C. Make sure all confidential info is secured before leaving
D. Lock your workstation
What should you do if an individual is spending too much time at the branch and doesn't appear to be conducting banking business?
What is:
Get a manager involved
3. You are the first member of the opening team. After entering the branch and re-locking the door, what should you look for as you walk to the perimeter alarm?
A. Broken glass
B. Holes in walls and ceiling; missing or fallen ceiling tiles
C. Anything suspicious or unusual
D. All of the above
What is:
D. All of the above
17. What could you do to assist with fire safety? Select all that apply.
A. Watch for overloaded outlets
B. Make sure that there is a bucket with sand available to put out a fire
C. Make sure that exits are not blocked
D. Make sure items are at least 18 inches from all sprinklers
What is...
A. Watch for overloaded outlets
C. Make sure that exits are not blocked
D. Make sure items are at least 18 inches from all sprinklers
14. After a robbery, what should you refer to for next steps?
A. What To Do After a Robbery Manual
B. Emergency and Offline Binder
C. Phone a friend at a nearby branch
D. Wait for directions from local police dept
What is:
B. Emergency and Offline Binder
21. A coworker just told you they emailed client information to the wrong customer. What should you do?
A. Complete and file a Privacy Incident Report
B. Tell coworker you won't say anything if they don't
C. Ignore coworker's statement; they always make these kinds of mistakes
D. Encourage coworker to send email to both clients apologizing for the error
What is:
A. Complete and file a Privacy Incident Report
22. 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 Retail Global Security Operations
C. Call the police
D. No further action is required
What is:
D. No further action is required
What is our branch passcode?
What is:
Blanket