Teller
The maximum cash-level amount for a cash box at a workstation that is at an open MSR desk during business hours.
$250.00 - Including robbery funds, coin (loose and/or rolled) and unfit currency.
True or False: A membership saving account can be reopened if it was closed with a satisfactory and within 45 days of closing.
False (It has to be closed with satisfactory and within 30 days of closing)
What are the steps to granting access to a navy federal employee?
They must provide a valid government-issued photo ID (NFCU badges not acceptable) and team member must confirm they currently work at NFCU by using the Employee Directory.
* Exceptions: If you personally know them and their status or you recognize them and are expecting them.
How often does the branch change the all-clear signal?
Quarterly
The maximum cash-level amount for a cash box at a workstation with an adjacent TCR during business hours.
$2,750 - Including robbery funds, coin (loose and/or rolled) and unfit currency.
What are the red flags for a wire scam?
What are the steps for granting access to a non-NFCU employee?
Identify with valid government ID (At leader's discretion can you work badge with photo or vendor identifiers).
Enter them into the greeter log with their name, company name and ID.
Assign to the team member/leader escorting the visitor.
Where is the system outage playbook located and when should it be used?
It is located in the vault room, in the cabinet next to the cash bags. The playbook should be referred to when online resources are unavailable.
1. A mayor credit/debit cards used as secondary ID.
2. NFCU credit card as secondary ID.
3. NFCU debit card (vcc) as primary ID.
1. Card payment network and last four digits of the card. (e.g., VISA5678)
2. Select NFCU CC and record the card payment network and last four digits of the card (e.g., VISA5678)
3. Must be PIN verified. The last four digits must be documented (should be auto-populated).
* Navy Federal retains them for 7 years.
* A primary and secondary ID must be presented and verified when providing a printed copy -IDs do not have to be recorded; verifying them is sufficient-
* Do not sign, stamp, or date printed copies.
Statements
Debit Cards that are left/retained in the ATM, card found by a team member or member/non-member.
1. Deactivate/destroyed the card immediately.
2. Contact the cardholder using the number on file, explained the situation and suggest the member visit the branch to obtain a new card. If the member does not answer the phone, leave a message.
3. Place a member-level note in UAD with 30-day expiration indicating all actions taken.
Where is the evacuation folder located and what are our evacuation zones 1 and 2?
Evacuation folder is located at the greeter desk (or temporary greeter). Zone 1 is Target parking lot and Zone 2 is Home Depot.
Recording ID procedures for Cashier's check ordered via another delivery channel (online banking, CCO) and issued via AP Secure CheckWriter, regardless of the amount.
Member level note with a 1-year expiration date including type of ID, ID issuer, ID number.
Required Disclosures for New Membership with a Checking Product.
1. Products and Services Brochure (NFCU 1314)
2. Important Disclosures (NFCU 606)
3. Schedule of Fees and Charges (NFCU 2043ep)
4. Current Rate Sheet
5. If applicable, Debit Card Disclosure, Direct Deposit form, and a sheet of temporary checks.
If a member needs language assistance, what are the options approved by NFCU?
At Branch for general servicing ONLY, if a team member is fluent then can assist member in preferred language.
Have the member call Contact Center, where Voiance Translation Service is avaialble for general servicing 24 hrs/ 7 days a week.
Using a trusted individual translator for all lending products.
During opening procedures, how long should the second team member wait before calling the branch? Who should you call in what order if assistance is needed?
5 minutes, call leaders, call local police (if not present), and call security force Pensacola.
Mr. Hall, a member who joined Navy Federal 45 days ago, presents 6 cashier’s checks from various other banks for $1,200.00 each, and a personal check from Wells Fargo for $85.00, requesting that the funds be deposited into his savings account.
* Mr. Hall is not considered a new member.
* Cashier's checks are considered Next-Day items. Wells Fargo check is considered Non-Next Day item.
* $7,285.0 placed on 1 Day float.
What are all of the acceptable forms of Primary Government ID w/Photograph for CIP?
*Unexpired U.S. Drivers License, Unexpired State Issued Identification Card, Unexpired Government Issued Passport or Passport Card, Unexpired Permanent Resident Alien Card, Unexpired Military ID front and back (for Branch only), Unexpired Native American Tribal Identification Card.
Immediately report threat to a leader/senior.
Close and evacuate the branch
Notify Local Law Enforcement and report threat to Security Force Pensacola
Report incident to regional manager and submit branch Abusive member/MCT Incident Report
Procedures when Personal Identifiable Information (PII) is compromised by or involving a branch team member.
1. The BOD Risk Office must be notified via email - BOD_Risk_Office@navyfederal.org.
2. The Member Personal Identifiable Information (PII) Compromise Incident Reporting form must be completed.
Which of your fellow MSRs are Jacksonville natives?
Tamia and Brittney