OLD
T/F When performing the security check in the morning it is okay to leave the back door open while waiting for other employees to walk from their cars.
FALSE
Whenever you override someone, what are the 3 things you must check before you override? What must you do to document your override?
1. verify customer ID
2. verify available balance
3. View account history
To document the override, you must initial the item.
Resolve on RRC
Where is the location of the robbery kit and extortion folder?
By drive up tube.
What is a CTR?
Any cash transaction $10,000.01 or more.
What is a MIL?
Completed for cash purchased of a negotiable item for anything between $3000 and $10,000.
Share an example of what constitutes as a complaint.
Customer was unhappy that they had to wait too long to be assisted. Customer was unhappy that their interest rate went up. Customer was unhappy that their vehicle couldn't fit through our drive through.
What are the steps taken when a robbery occurs?
Follow the robber's directions. If handed a note, try to push it aside to keep it. When the robber leaves, make sure to lock the front door and not let anyone in or out of the bank. Press the panic button at your station, call 911 and immediately fill out a bandit description form in a private room. Do not speak to anyone until it is filled out.
Where do we need to check when we are doing closing procedures?
Downstairs, behind teller line, safe deposit box area, closets, bathrooms, offices
When do we take a customer retained item back to joint access?
Right away, never keep it in your drawer or out on the teller line.
Share a nonexample of a customer complaint.
Customer: "My deposit was put into the wrong account, is there any way you can fix it for me?"
What is the ambush code?
2222
Describe the procedures for taking a customer back to open their safe deposit box.
Obtain ID from customer if unknown. Fill out entrance card and have customer sign. put in both keys, pull out the box. Hand it to the customer (if they want to take it the safe deposit box area), or turn away while customer gets into their box. Close the box lock and take out both keys. Give the customer back their key. When customer is ready to return box, check the safe deposit box room, put in both keys, open the lock, put box back in, close box. return key and fill out the entrance log.
Describe the process of sporadic audits.
Random, once a month, a surprise. All cash is counted, batch is closed, cash transfer report is reviewed and random sample of transactions from EJ are reviewed. Tellers also must check locker.
How frequent should complaints be filed?
"Code" any two numbers
What is the purpose of a BR-910 and the process to follow if one is received?
This form is used when a business partner requests an official check. When we receive one, we must call the second person listed to verity the information and complete the branch use section.
Describe Subject to Count procedure.
A customer drop off form must be completed and signed with appropriate identification information. Bags will be logged on the ND/STC log.
Where can you find the infraction report?
RRC, ops and risk management drop down, click on "new account review and infraction", proceed with log in...
bonus: what is the log in?
Where is the medallion stamp kept? What is the threshold/limit known?
Kept in collateral, limit is 10 million