Customer Referral
Business Customer needs access to accounts online/mobile to view transactions on the go. What would you do?
Introduce TM Sales Rep on how they can assist.
Business customers can see personal and business accounts on one platform. True or False?
False. Due to liability, business customer has to separate business from personal unless they are a sole-proprietor and the business is under their social.
Business customer is locked out of their business online banking because their token will not work. Sales or Support?
Support. Every TM customer that utilizes ACH, RDC, Dual Control or Wires has a token.
Business customers can share username and password with trusted employees or service providers. True or False?
False. Every user on Business Online MUST have their own login/token information for security and separation of duties.
How do you contact TM?
417-530-3043
extension 7500
treasuryservices@sullivanbank.com
Business Customer deposits large check from a non-existing business. What do we do?
Get the information from the check on the non-existing business so TM can gain NEW DEPOSIT RELATIONSHIP!
For business customers, all same-day ACH funds are guaranteed to be deposited into the receiving account same-day. True or False?
False. Even if a business customer submits a Same-Day ACH through Business Online by the 12:00 cutoff time, the receiving bank has control of when the funds are released. This may not happen same-day as it may go next business day.
Existing Business Customer wants to add a new business account with services enabled. Sales or Support?
Sales. New application is required to activate services for any new account or person added for access.
Business Customers can debit any account using ACH by obtaining routing and account information even if they obtain verbal approval from customer. True or False?
False. Business Customers MUST obtain written approval for debit transactions via ACH.
Sales: Will and Kim
Support: Karen and Brenna
Director: Skylar
Business customer wants to send wires but does not have a local branch. The customer finds this to be challenging in their normal course of business. What do you do?
Refer to TM so they can complete wires online.
A Business customer calls in needing limit increased on mobile deposit. The increase can be made effective same-day in most cases. True or False?
True. TM Support (with approval of funds/history) can change limits temporarily or permanently for mobile deposit. If there is a request for permanent increase of services, this will require a new application, and changes will not take effect until application is signed and returned to TM Support.
New to bank customer expresses an interest in seeing all business entities and loans on same online banking platform. Sales or Support?
Sales. Any new to bank customer should be introduced to TM sales for conversation.
Business Customer receives a change of wire instructions from an email address they know. Before entering the wire, what is the first step?
Call and verify the information with a number they know. DO NOT call the number on the change of wire instructions.
Why is it important for Sullivan Bank departments to work together in servicing customer?
Sticky relationship!
Sole Proprietor added a money market account to their existing relationship at the bank. They have no employees, no ACH and limited sales. Should you refer this customer?
While you can, it might serve this customer to stay on retail. You can always send any business customer our way, but this would not be a targeted referral.
A business can deposit checks remotely into different business entities with the same RDC machine. True or False?
True as long as the business is added to their business online through TM Support and listed on their application.
A business customer calls in stating they have trouble setting up an ACH and using the business online banking platform. Sales or Support?
Support
Bank staff member receives a phone call from a receiving bank wanting to verify bank customers routing and account information for ACH. Should you provide this information?
No. You should contact the customer and inform them of the call. If it is legit, tell the customer that they are to verify this information.
How many business customers currently use TM?
There are currently 387 business setups and 824 users.
You hear in your local community that a business is going to publically announce banking services for bid. How would Sullivan Bank contibute?
Find out where the bid is going to be posted or obtain a physical copy of the bid. Send the bid to treasuryservices@sullivanbank.com and the director will gather all banking information for presentation. This will be sent back to the branch for final review and signoff.
Sullivan Bank has 24 hours to retract or rescind funds for a wire sent out by a business customer that has errors. True or False?
False. Once wire funds are sent, they cannot be retracted or cancelled. IF the funds go to a non-existent account (rare occasion), we may be able to send a request to return however it is never guaranteed.
A business customer is a public entity that plans on depositing funds over $250,000.00. They currently use TM services at existing bank but are worried all of their deposits won't be insured. Sales or Support?
Sales
What TM product is our number one Fraud Prevention tool?
POSITIVE PAY!!! (ACH and Check)
What is Earnings Credit?
0.75% earned for non-interest deposits for each business relationship setup.