Code of Conduct
Being at you station ready to work at the required time is defined as what?
A.) Readiness
B.)Procrastination
C.)Punctuality
Punctuality
When opening an account customers are required to complete an account information form . Also know as
1.)IAF
2.)AOE
3.)AIF
AIF
We will be profession and ready to serve is the
1st customer service standard
2nd customer service standard
3rd customer service standard
1st customer service standard
When a fire occurs you must stop to secure valuables.
True or false?
False
How many blue diamond awards has Shonnell been nominated for?
1.) 2
2.) 3
4.)6
3 awards
Information on security and stocks disclosed by a bank employee can be considered what?
insider information
Another form customers must complete us called the PEP form. PEP stands for
Politically Exposed Person
To warmly greet the customer you must do the following.
1.)Smile, shake their hand, offer them a drink
2.)Smile, greet them , provide eye contact
3)Smile, greet them, talk about the banks latest promotions
Number 2
What is the duress Code?
Please email shared services
How many sessions are processed through the day? (If you work/worked with session you cannot answer)
11 sessions
Name the 3 situations a sick slip is needed?
For more than one consecutive day
On a Friday or Monday
The day before or after a holiday
A Source of Funds deposit is required for any of the following.
1.)B$ cash deposit $15,000.00 and over
2.)US$ cash deposit in excess of $30,000.00
3.) All of the above
Number 1
Non verbal communication is ___ percent of communication
1.)83%
2.)67%
3.)93%
93% of communication
The acronym PASS teaches you how to use a fire extinguisher . What does pass stand for?
Pull, Aim, Squeeze, and sweep
How many years has Debbie worked in digital payments? (Digital payments people can not answer)
19
After assisting a customer with an issue over the phone. They offer to send you $5 dollars for your morning coffee. What do you do
Decline it, employees are not allowed to accept cash under any circumstances.
The reporting Lines for scam forms are scrambled choose the correct order.
1.)Local Compliance Officer >FIU > Branch manager > Staff > MLRO
2.)Staff> Local Compliance officer> Branch manager> MLRO> FIU
3.)Staff > Branch management > Local Compliance Officer > FIU > MLRO
4.) All of them are scrambled
Number 2
State 2 of the 4 basic needs of the customer. (If all 4 can be stated extra points will be awarded.)
Be understood
Feel welcome
Feel important
Feel comfortable
After receiving a bomb threat by note whats the first thing a threat recipient should do?
Read the message carefully and record the time and date received.
What is the name of Waltine Hopes sister ,what department does she work in, and who is the oldest
Dionne, Human resources, Waltine is the older sister
State 2 situations where an employee could become involved in a conflict of interest
Becoming a director or officer of a company
Engaging in any business outside the bank
Acting as an executor, administrator or trustee of an estate on behalf of a customer of the bank.
Acting under the power of attorney from a customer of the Bank
Acting as an agent of a safe deposit holder
In order name the 3 stages of Money Laundering
Placement , Layering, and Integration
What are the 4 major ingredients in conversation ?
Body language, Appearance, Tone of Voice , and actual words said.
What is the CB hotline number?
502-6197
Before shared services what branch did Ms. Russell work in?
Branch 10