Teller Excellence/Scorecard
Name 2 / 5 scorecard metrics for Tellers
Customer Experience - Branch Satisfaction
Unresolved Variations
Out of Balance Occurrences
Next Best Product
BBQA
What are the 3 types of Reg CC holds?
Large Dollar
New Account
Special
What is required to be COMPLETED during the middle part of your day/shift?
Trial/Mid-Day Balance
Name 2 / 5 areas with the most common failed tests YTD
Access
Audits
Signature Guarantee
Balancing
Teller Cash
True or False:
A new hire teller is able to work a teller drawer prior to attending training as long as they have prior banking experience.
FALSE!
All new hire teller colleagues must attend training prior to working a cash drawer
What is the minimum percentage to achieve 100% scorecard credit in the Customer Experience - Branch Satisfaction category?
88%
100% = 88-100
70% = 82-86.99
0% = <82%
True or False - You can place a Reg CC hold on an On-Us check as long as you have reason to believe the check won't be collected
False - Reg CC holds can only be placed on NOT on-us checks
For what dollar amount or greater, do you need to send an email notifying a variation was posted?
$50
What sign must be posted in the drive-up and lobby areas and entire sign must be visible
(not FDIC sign)
Loan Payment Sign
What does the term STOP - DROP - SCROLL refer to?
New Account - Less than 60 Day Message
What is the disposition percentage you must achieve in order to receive 100% scorecard credit in NBP?
55%
100% = 55% or greater
90% = 45-54.99%
75% = 30-44.99%
50% = 20-29.99%
0% = <20%
What is the funds availability for the following deposit: (today, tomorrow, after 5 business days)
$18,000 deposit containing
$12,000 not on us check
$5000 on-us check
$1000 cash
(requires 3 answers)
$6300 today ($1000 + $5000 + $300)
$6700 tomorrow
$5000 after 5 business days
Who are you required to notify of a variation posted for $75?
(GMR expectations)
TS/AM/BM
Irina
Mary
Name 1 HIGH RISK test
Maintaining possession of keys, combos, access card
No passwords/combos stored in cash drawer
Key Minder (various)
Securing cash drawers
TCR/Vault is locked
Shipments prepped/stored under dual
What 4 items are you required to email to me each month or by month end?
Mock Audit
Access Inventory Form
Branch Audit Tracking Form
Mock Audit Recap
Name 4 / 5 scorecard metrics for Teller Supervisors
Unresolved Cash Variations (individual)
Out of Balance Occurrences (individual)
NBP (team)
Customer Experience - Branch Satisfaction (team)
BBQA
What type of Reg CC hold do you need to indicate in TellerPRO if an Official Check is present?
New Account
Who are you required to notify if you post a variation for $100 or more?
GMR expectations
TS/AM/BM
Irina
Mary
Jay
What 4 items must be included in a new account packet?
Deposit Account Agreement Booklet
Checking Brochure
Savings Brochure
CD Brochure
What are the 2 operations communications published each month?
One is sent via email on 1st and 3rd Mondays
Second is posted via Products/Services > Branch Banking on the 2nd and 4th Mondays
Operations Bulletin
Branch News 2 Use
What is the scorecard percentage for BBQA for Teller Supervisors?
25%
Unresolved Cash Variations (individual) = 25%
Out of Balance Occurrences (individual) = 25%
NBP (team) = 10%
Customer Experience - Branch Satisfaction (team) = 15%
What are 4 / 6 types of Official Checks?
US Treasury Check
Federal Reserve Bank or Federal Home Loan Bank Checks
Cashier Checks/Certified Checks
US Postal Money Orders
Traveler's Cheques
Federal/State/Local Government checks
For variations of $100 or greater - when sending the emailing notifying leadership of the variation, what else must you include in the email?
GMR expectations
Attach variation worksheet
What is the success rate (percentage) you must achieve in order to be considered a Satisfactory audit?
90.1% or higher
Needs Improvement = 85.1% to 90%
Unsatisfactory = 85% and lower
From the cash back job aid - what are 4 / 7 items that must be deposited - we do not cash.
Not on-us checks over $3000
Third Party Checks
Not On-Us Convenience Checks
Checks payable to a Business
Insurance Claim checks
International Checks
Checks endorsed "For mobile deposit only"