Teller Line/Etiquette
How often do you clean your scanner?
Once a week.
What does the icon, for Banking, look like on your computer?
How do you pull up a customer in Encore?
Open a personal or business folder.
How many parts does a check have and name 2 of them.
7 Parts - Date, Amount, Drawee Bank Name, Payee, Owner’s Signature, Endorsement, MICR Encoding
What is the Regulation that covers Holds?
Reg CC
What is the extension to the service desk?
21287
What system is used to view statements?
What Function allows you to help customers exchange money?
Change Order Function
Who do we cash Savings Bonds for?
Customer Only
Where do you go to do the annual company wide training?
Regulation University
What is the drawer cash limit?
$8000
Where do you go in Central Archive to view documents?
Custom Queries
Do we give money back on Business Deposits?
No
What is a postdated check
A postdated check is a check written for a future date.
When a Case by Case Hold is placed, how much is available to the customer?
$225
How do you want to dress with the bank?
Professionally
What shortcut allows you to view all market searches?
FIND or F
Where, in Encore, can you look at the transactions that have been ran through your drawer?
When is a personal check considered stale dated
180 Days or 6 Months
What is First Line of Defense? (FLOD)
FLOD is a training program that helps tellers detect fraud.
How many crucial systems do we use? Name two.
7-Centranet, Central Archive, Email, Teams, Check Image Display, Encore and Banking
What does AIS stand for and where do you locate this infromation?
Annual Interest Statement: You can see current on Banking and pull Statements for this, year end, in Archive.
What does Multi-Tran mean?
Multi-Tran is the function used in Encore that allows you to carry dollar amounts to further transactions.
Who can endorse checks made payable to “cash”?
Anyone
When must a MEIL Report be completed?
When a customer purchases a Monetary Instrument with $3000-$10,000 in cash.
What is force balancing and what does Zero tolerance of force balancing, mean?
If someone is caught force balancing their drawer they are forcing it to balance without actually recovering the offage and they will be terminated.
Name two search fields you can use to look up a customer's documentation in Archive.
Name, SSN, Account Number, Etc.
How long do you have to correct a transaction from Encore?
30 minutes
How many times must a teller count cash back? Tell me how to do it.
a. When taking it from your teller drawer
b. When inputting denominations on the teller screen
c. Counting back to the customer or to yourself in drive-thru
When would a Suspicious Activity Report need to be completed?
If a customer is acting suspicious of conducting suspicious activity. Always tell your Supervisor or Manager about the situation before completing the form.
What are the 3 twenties that are kept separately in your drawer and what are they used for?
They are the bait money. If a teller is robbed, these twenties are logged. So if the teller gives them to the robber, the police can track where they have been spent.
Name 5 Banking shortcuts and how they work.
s atm “full debit card number”
s cust “customer name” **** see below
s cust *“business name”
s dda “account number”
s sav “account number”
s tin “last 4 of SSN/EIN” (Great for cross-banking searches)
ac07 – Search by debit card or credit card number to find related account number and bank (Great to use when looking up a card from a different Market)
ac40 – Use to look up pending debit cards to be printed
ais – Use to see customer’s Annual Interest Statement(s)
am51 – Use to look up H0#’s of associates
arcm – Allows you to check to see if Money Orders, Cashier’s Checks or Disbursement Checks have cleared the system or not
bt47 – Use for account titling changes that cannot be made in Encore
fast – Gives codes for a function you may need
fs39 – Use when customer wants written interest rates for CD’s
fst9 – Look at accounts opened on a specific day
ft – Use to see how a funds transfer is set up
IRA – When a customer needs to set up a contract with us until they receive the funds for the IRA CD
isrv – Use to look up a username (BusinessLink RT)
nsf – Use to see customers who have an NSF item
ofac – Use to check non-customers (cashing checks > $5,000 and cash advances (also check company issuing card))
sdbs – Use to look up safe deposit boxes
stop – Use when making a stop payment when Encore is not working (print stop payment for signature)
tell – Teller system and follow functions on the screen for what you need
tes – Transfer between accounts
****Many of our customers have the same or similar names. Always be sure to verify the customer’s address to ensure you have the correct customer.
What are the 3 types of checks you will process through Encore?
On-us, Market/Affliate, Transit
If a check is made payable to a person and then bank, explain how to properly endorse the check.
All people and a Representative of the Bank must sign the check.
If a customer brings in more that $10,000 in cash and asks why you need their information, how do you answer their question?
Tell them you completely understand and give them the brochure that explains it. Be kind with them and have patience with this transaction.
If you were to be robbed, what do you say and how do you say it after the robber has left the building?
LOCK THE DOORS. (as loud as you can)
Explain how Archive works with Banking
They link together. If you triple click in Banking, and Archive is open, it will pull documents for you without having to go into the Archive system.
Name our 4 Monetary Instruments.
Cashier's Check, Money Order, Disbursement Check, Gift Cards
What must be obtained if cashing a check for a non-customer?
Valid Identification and Thumbprint
What must be completed if a customer transacts more than $10,000 in cash?
CTR (Currency Transaction Report) and the CTR Additional Form
What does PATCCI stand for?
Prompt, Attention, Treat, Courteously with, Correct, Information
In Banking, how is Available to Withdrawal different from Current Balance?
Tell me the 2 types of overrides in Encore and what they mean.
Teller - this is in green and a teller can decide to override
Supervisor - this is in red and credentials must be put in to override. DO NOT ENTER THROUGH
Name four forms of acceptable identification
There are 7 forms of acceptable identification. Possible answers could be:
State Issued Driver’s License, State Issued Identification or Non-Driver Card, U.S. or Foreign Passport, Military Identification Card, U.S. Alien Registration Card, U.S. or Foreign Passport Card, U.S. Visa
Explain an exception hold.
An Exception Hold is a hold that is placed for 7 days and does not need to have any available funds.
Name 5 Legendary Service Standards.
1. We are Service Professionals
2. Be Attentive
3. Use the Customer’s Name
4. Be Respectful
5. Be Positive
6. Escort Customers
7. Take Personal Pride
8. Be Discreet
9. Be Knowledgeable
10. Be Accurate and Timely
11. Exercise Great Phone Etiquette
12. Take Responsibility
13. Know No Boundaries
14. Give a Sincere Thank You
Name three different types of account titles.
Joint, Individual, Signer, Beneficiary, Trust, Etc.
Give me two examples of when you would use a GL Debit/Credit in Encore.
charge off, drawer offage, partial payment to Safety Deposit Box, Etc.
Tell me how each item should be properly endorsed.
a. John Smith & Carol Smith
b. Jim or Carl
c. Stover Carpet
d. Central Bank, Jim Jones, & Carol Jones
What portlet do you need to check daily to see if you have had any electronic forms returned? And where do you locate this portlet?
CIF Electronic Request-You will find this under Central Archive-Personal Page.