Money Moves
This process ensures that all cash is accounted for at the end of the day
What is balancing your cash drawer
This account waives its monthly fee if the client maintains a minimum balance of $4,000.
What is the Preferred Package?
This acronym stands for the process of knowing your client.
What is KYC?
This form updates a client’s personal information such as name or address.
What is the Name/Address Change form?
This technique involves repeating back what the client said to show you understand.
What is paraphrasing?
This is the maximum amount of cash a teller can keep in their drawer without manager approval
$1,000
This account allows clients to earn tax-free interest and investment income, but has annual contribution limits set by the government.
What is a Tax-Free Savings Account (TFSA)?
This report must be filed when a transaction appears linked to money laundering.
What is a Unusual Transaction Report (UTR)?
This form allows clients to set up automatic deposit of their pay into a Scotiabank account.
What is the Payroll Direct Deposit Instructions form?
When a client demands something outside policy, what is the best way to respond?
What is explain the policy clearly and offer an alternative solution?
This type of cheque may qualify for an exception hold under Scotiabank policy.
What is a government-issued cheque?
This account type is designed for clients who want to save for retirement with tax-deferred growth.
What is an RRSP Savings Account?
A client wants to wire $9,500 to a high-risk country and says it’s for “business.” What should you do?
What is ask for supporting documentation and escalate if suspicious?
This form waives bank liability for large cash withdrawals.
What is the Large Cash Transaction Waiver?
A client accuses the bank of fraud and demands immediate reversal. What are the first two steps you should take?
What are remain calm, gather details, and escalate to manager?
This rule applies when handling mutilated or damaged Canadian banknotes.
What is following Bank of Canada guidelines for damaged currency?
This credit card offers no foreign transaction fees and requires a minimum annual income of $60,000
What is the Scotiabank Passport Visa Infinite Card?
This 5-step process helps tellers provide complete context when asking for assistance, including verification, client details, transaction type, purpose, and feasibility. What is it called?
What is the “Help Me Help You” Cheat Sheet?
Bonus points if you name them
This form instructs external parties on how to send funds via wire transfer to Scotiabank.
What is the How to Pay form?
A client says: “I’ve been waiting forever! This is ridiculous!”
Which response sounds empathetic but doesn’t admit fault?
A) “I’m sorry, we’re short-staffed today.”
B) “I understand the wait has been frustrating. Let me assist you now.”
C) “I agree, this is unacceptable.”
What is B?
This is the system feature used to lock in an exchange rate for a client transaction over $50,000
What is ScotiaRed?
This type of mortgage allows clients to borrow up to 80% of their home’s value and combine it with other credit products.
What is the Scotia Total Equity Plan (STEP)?
This type of client requires enhanced due diligence because of their position of influence.
What is a Politically Exposed Person (PEP)?
This form allows a client to dispute, freeze, or update credit info
What is Letter of Direction for TransUnion?
A client insists: “Skip the ID check—I’m in a rush and you know me!”
Which is the BEST response?
Options:
A) “I understand you’re in a hurry, but I’ll make an exception this time.”
B) “I completely get the urgency, but ID verification is required for your protection.”
C) “I know you well, so let’s skip the ID just this once.”
What is B?