This is how we operate...
When exchanging money for a customer this should be used
Coin and currency exchange
3 disclosures provided to a business customer at account opening
Business deposit account agreement, business deposit account fees and features guide, addendum to business deposit disclosures
When your NMLS # needs to be provided to a customer
Before discussing any home lending products or taking applications
What can be kept in your coin vault
ONLY coin
How to handle FA or investment complaints
Warm transition to Citizens Investment services via phone or provide customer address to mail in letter. Never enter a customer care
How to properly verify Loomis
2 Loomis IDs, one with today's date
Teller drawer limit for a station hooked up to a TCR
$1500
Double Jeopardy!
Includes coin
Next step when touchpoint generates a pre-approval for a credit card
Provide customer disclosures that print
What is needed to process a check over $100k
Level 4 can process alone. Level 1,2, or 3 needs a level 2, 3, or 4 colleague to review transaction and sign the front of the check
Personal deposit account agreement, personal deposit account fees and features, addendum to personal deposit disclosures, what you need to know about overdrafts and overdrafts fees, privacy notice
How to answer customer questions about CTR limits and micro reporting limits
We cannot disclose the limits to protect the bank from "structured" deposits
Teller drawer limit for a station not hooked up to a TCR
$3,000 top, $7,000 bottom, total of $10,000
Things to provide a customer that completes a heloc application
Heloc disclosure, privacy notice, NMLS #
Requirements for "Known by Other/Me"
Customer's first and last name, regular transactions. Other-known colleague must initial and "K" withdrawal slip or check
Process when a customer chooses digital disclosures
Customer must accept disclosures in their email before opening account
How to handle requests for $75K+ in cash
72 hours notice even if cash is available in branch, liability form filled out for personal customers only, schedule appointment with local field security officer
Number of identifiers that must match state entity website for proper verification
Services that need to be filled out on the CRA Branch Services Checklist
ATM, drive-up window, night deposit
Where to submit a claim for an ATM dispense error
DCM
Disclosures that need to be provided with digital disclosures
What you need to know about overdrafts and overdraft fees notice, privacy notice
How to handle CRA requests
Provide completed checklist, direct customer to citizensbank.com and search for "CRA public file", colleague print from website if requested, 5 calendar days to get copies if computers are down
When beneficial attestation information is collected
Quote a heloc rate for $100K in MA
Based on the information you provided, if you decide to apply for a line today your estimated annual percentage rate could be as low as _._. Our rates are very competitive and take into consideration several factors. Once we submit your application, all information will be reviewed and we will provide you with a customized annual percentage rate (APR) prior to your loan closing. This is not an approval, and rates and terms are subject to change at any time. Variable annual percentage rate (APR) is based on the Wall Street Journal prime rate (prime) published on the last business day of the month, _.__% APR as of ___. Maximum APR %. Minimum APR %.
Sweep the room for lost belongings BEFORE putting away the box
When and how to inspect ATMs
Daily, looking for any signs of tampering or damage.
Double Jeopardy!!!
Vestibules must have card reader on door inspected as well