Fraud
What are tools we have available to help identify fraud? Describe the fraud triangle and red flag conversations.
UV light, ID-Guide, acct alerts, LP, P&P common types of fraud, service requests, management
Fraud triangle- where your branch is located, where the check/monetary instrument is from, where the customer's ID is from
Red flag conversation- does it make sense, ask clarifying questions
What should you do before asking someone for an approval?
Make sure you would be comfortable processing the transaction if it was within you authority limit, check acct alerts, signature card, recent service requests, pull up a buddy check/withdraw slip, make sure the reason for the withdraw/check cashing makes sense, verify KYC, do not process the transaction until the approver has given their consent (unless you have the call authorization support they want you to be at the approval screen when you call them)
Is there a limit on how long a customer has to file a dispute? Platform show me how you would file a dispute.
Show me how you would provide deposit rates to a customer.
Retail branch-> resources-> deposit rates-> right click and print
Go to pnc.com
What do you do once you identify fraud?
make a copy of whatever items the customer has given you and try to keep them if you can, email LP customer with copies of the documents and a short synopsis of what is going on involve a manager to place alerts on the account, refuse the transaction, call nearby branches to warn them
Are you allowed to have investment materials/marketing at stations/desks that have FDIC signage?
No, because investments are not covered by FDIC and that can be misleading.
What are the limits for each position in the branch? What is the wire transfer authority limit and who can do wires?
Teller 3k, Teller Lead- 50k, RRT- 25k, Banker- 50k, ABM & BM- 500k
1mil, members of platform, management, and TL
Can you notarize a document for someone who is not physically present? Can you notarize a document for someone who is not a customer? Name 2 things we cannot notarize for customers.
No the person whose signature you are notarizing must be present and they must be a customer. We cannot notarize I-9s, deeds and mortgages, wills, death certificates, and birth certificates.
What is the Notice to our Customers? When would you provide it to a customer? Show me how you would print it?
CTR reference guide that is provided when customers have questions about what we are filling out/why we ask them certain questions on transactions
Search Notice to our customers-> click 1st link-> click hyperlink for English version-> right click and print
What tools are available to customer to help them monitor their accounts and prevent fraud?
mobile/email alerts set up through pnc online banking, use of credit cards instead of debit cards, account alerts/passwords/passcodes, mobile/online banking to keep track of transactions
What can you do to prevent robberies? What do you do before, during, and after a robbery?
eye contact, greeting as soon as customers walk in, abide by drawer limits, lobby engage, No hats, hoods, or sunglasses (we will not refuse service if they don't abide by this but we will ask as a way to verify their identity)
Do those things before a robbery, during a robbery do only as told by the robber, pull/activate an alarm if you feel comfortable, try to hang on to hang on to anything they give you, once they leave lock the door involve management who will contact LP and Ellery, pull alarms (if not already done), rope off station and anything left behind, fill out robbery witness card, do not talk about it to other people, asl customer to stay if they choose not to we do need contact information for them
What are the limits if connected to a TCR? What are the limits if you are not connected to the TCR?
Connected: 3k top drawer, nothing but coin tray in 2nd drawer, 5k coin vault
Not Connected: 3k top drawer, 4k 2nd drawer, 5k coin vault
Money put in cash vault in the main vault does not count towards your drawer limit. Sell money immediately to TCR, vault teller, or put in back cash vault to abide by drawer limits.
Where is the branch safe spot? What do you if the all clear is not put out in the morning after 7-10 mins?
Fricker's parking lot. Go to the safe spot, call PNC security (this number should be in your phone), they will call the Washington Twp Police (this number should also be in your phone), text everyone who is scheduled in for the day (minus anyone who might be inside the branch) to let them know to head to the safe spot.
What is the CRA? What are you responsible for printing? Show me how you would print it.
Community Reinvestment Act monitors how we are complying with lending to our community
Print the consumer and small business products and services links as well as the link for Ohio comments if requested
Search CRA-> click 1st link-> click CRA Public File-> right click and print
Describe the overpayment scam? What are 2 examples?
A scammer sends an individual a check by U.S. mail that includes a significant overpayment and instructs the individual to cash the check and wire back the overpayment amount. The original check is returned as counterfeit after the individual has wired the money.
car wrapping, lottery, inheritance, payments for online transactions, online jobs
Can you cash a check made payable to an estate, business, or trust? What can be done with them?
No, you can only deposit them into an account that matches the titling. If they have an account like that you can offer to deposit it and withdraw any available funds in the account.
Who has the authority to sign a we debit/ we credit memo? Where can these be found?
Members of management, TL, and platform have authority to sign we debit/ we credit memos. Tellers cannot sign. These can be found in EZ forms.
What has to be provided to customers when opening an interest bearing account?
Disclosures and interest rates (these will print with the paperwork when opening an account make sure to review them with the customer)
How do we provide our NMLS information to customers?
In our email signature, on our business cards, on the paperwork that prints when we do a home equity applications, verbally on a recorded line for home equity conversations and applications over the phone
List 2 common types of fraud and 2 warning signs for each.
What are the funds availability schedule for cash, PNC check deposits, new accounts (PNC and Non-PNC checks), Non-PNC checks combined total less than 50k (new and non-new account), Non-PNC checks combined total more than 50k (new and non-new accounts), cash and check deposits and a non-PNC ATM?
Cash immediate, PNC checks-available that night if deposited before 10pm on a business day, available immediately if cashed out first, new accounts and/or non-PNC checks combined total over 50k- $100 available that business night, $125 next business day, full funds the following business day, non-PNC checks combined total less than 50k non-new account- $100 available that business night, full funds next business day, cash and check deposits non-PNC ATM- available the 4th business day after the business day of the original deposit
Can you sign a monetary instrument if it is above your authority limit? What about GL tickets? What if no one with the necessary limit is available?
You can only sign a monetary instrument above your limit if instructed to do so by authorization support if no one with the correct limit is available. Otherwise, who over has the proper limit needs to sign the monetary instrument. As long as 1 person has the correct limit, anyone else can be the 2nd signer.
What is the process for night drop?
Dual control, both parties put in their half of the combo, both people check to make sure no bags/envelopes are stuck in the processor or left in the vault, both people count the number of bags and envelopes, fill out night deposit log with date, number of bags and envelopes, then both parties initial before listing out the contents. One person accepts the bags and envelopes for processing.
What would you do if you noticed some writing down account information with no customers present? What would you do if your manager asked you to look up a family member's account information?
If you feel comfortable have a conversation with them to figure out why they were doing that. If it doesn't make sense let a manager know. Call ERIC they will tell you whether or not to file a SIR. Call the anonymous ethics hotline.
Refuse the request and call ERIC or the anonymous ethic hotline.