I've Got (Top) Issues
What is your authority limit, or where would you find it?
Answer varies on person answering, but find it on the side of the printer (Branch Authority Limits Sheet).
Where should the working supply of negotiables be stored? Day/Night
Day: Universal Control, out of reach of customers
Night: Dual Control in vault
Where are the Negotiable Items stored at Night?
Under Dual Control in the Vault
This should be completed every morning and evening.
Dashboard
How would you go about approving/overriding an item that is over an associate's limit?
Review the item, customer account, and account relationship before providing an override.
Who should only observe a cash count? (Including calling cash count, writing/keying totals)
Everyone, but namely Vault Custodian
What should you do with all loan packages before the customer leaves the building?
Review them to ensure that there are no issues with the documents.
If a customer requests to send a Western Union by fax, phone, email, or text, what would you do?
Politely explain that you cannot process the request, but if the customer wanted to come in we can process it that way
Open these under dual control to verify; separate into bundles of 100; log bundles in transact; store under dual control.
Negotiables; Cashier's Checks/Money Orders
How would you complete a Surprise Cash Count?
The Branch Manager walks into the branch before the vault has been opened and begins assigning who will count which drawer. Once the vault is opened, the dual control team accesses the cash and begins the count. The owner of the cash source observes the reviewer counting and entering the information.
Where would you go to find wording for explaining Loan Disclosures?
ConsumerConnects Podcast tile. July-September.
What is the minimum time frame for EJ review?
Prior day balancing time (date of last activity) through current day balancing time (day of cash count)
What could happen if the Commercial Drop/Armored Car Deposits were not properly secured?
Customer could claim that transaction is missing
This should be conducted under dual control, with assigned custodian as a part of the team.
Cash Count
How would you cash a check using Ingo Money?
Check if customer is in the system, if not enter customer into NowBanking. Scanner release; process transaction through NowBanking using Cash a Check button, follow steps from there.
Where would you find the required documents a customer needs to open a Business Account?
BCIP Interactive Tool located in Branch Toolkit
Where would you log a complaint about a Western Union conducted at Regions? What about a WU conducted elsewhere?
Regions: CCC and WU database
Elsewhere: Just WU database
If the customer does not provide the necessary documents at account opening, what should you do?
Provide the BCIP letter found on Branch Toolkit to the customer with an explanation of what document(s) are missing.
Cash Count
How would you clear a BCIP Exception once the customer returns the necessary documents?
Submit the required documents using iScan to CMI Operations
Name 5 Western Union Red Flags
Within 60 Calendar days of account opening, on-site visits and the on-site visit form is REQUIRED for what customers? (5)
Money Services Businesses
Cash Intensive Businesses >$1Mill +
Casinos/Bingo
Privately Owned ATMs/ISOs
Third Party Payment Processors
Why is it important to complete the weekly audit?
To keep the branch receiving additional inventory when levels fall below resupply thresholds
These should be verified under dual control upon arrival and an online acknowledgement needs to be completed.
Gift Cards and Now Cards
How do you review the EJ as part of the Surprise Cash Count?
The Branch Manager reviews the EJ following the guidelines. This includes reviewing the EJ the following business day and looking for: any transactions processed after end of day balancing the prior day, all buy/sell transactions processed on the prior day, evidence of sign on prior to the cash count, any transactions processed prior to the cash count, transactions processed after the count to identify any offsetting entries, and/or excessive reversals.