CMR
On TE which field is restricted from being used?
Miscellaneous Field
Additional Authentication.
When sending a text code to a client, what must you do?
You must ask the client to verify their number, and then you must read the disclosure BEFORE sending the code.
Name the 3 top scanning errors?
Account name change signature card not scanned
Business account Credit Card disclosure not scanned
New Business account documents not scanned individually
Name 3 examples on when to provide account disclosures?
When asked
during account opening if not electronically
during account opening for business/estate accounts
CTR/MIPL Late Work Returns
How many days do you have to respond to a CTR/MIPL Work Return on dashboard?
Branch will fail the metric if the branch fails to respond to CTR/MIPL work returns within the 2-day window twice in a rolling 3-month period
When was the CMR Reference guide updated?
09/08/2026
Give me 3 observations that Branch review analyst observes?
New account opening
Credit Card Opening
Wires
What coversheet do you use to scan clients ID's?
Physical ID and Verification Document Cover Sheet
In a deposit of 6 or more checks, what dollar amount are you required to verify the item?
In deposits with six or more checks we must review any check $1,000 or more.
What is September Regional Focus?
Cash Controls
Who attended the call? did your BOL attend the call?
Name the top 3 CMR errors for the market?
Missing signature cards in EIV
TE Miscellaneous Field used
Out of balance more than $500
Name 3 maintenance transaction that branch review analyst observes?
Pin code change
Online banking enrollment or password reset
Address change/ Name change
What coversheet do you use to scan in a POA, written revocation, trust estate, articles of incorporation and business website validation?
External Document Coversheet
Who can submit and what steps do you take when a customer requests an email or mail copy of the CRA Public File?
To request the file be sent to the customer, the BM / ABM / MOD / BOL completes the CRA Public File Request and sets the expectation with the customer that the CRA team will contact them within five calendar days
Does balancing the vault after a cash shipment meet the weekly balancing requirement?
Yes
Observe cash shipments and ensure the vault cash is balanced AFTER every outgoing or incoming shipment is processed (the same day)
Complaint not registered
How many days do you have to register the email complaint?
Branch will fail this metric if any employee fails to properly register an escalated email complaint to Branch Complaints Escalations Group (BCEG) within 7 calendar days of receipt
When doing an account conversion, what disclosures must you provide to the client?
1) Additional Banking Services and Fees
2) Chase Debit Card Coverage form
3) Rate Sheet
Scanning required business account documentation is a regulatory obligation, prevents CMR errors, and ensures a great customer experience, how do you scan New Business Account documents properly to avoid errors?
Scan each document separately from other documents in its own session
For Business CC: Scan separately from other documents in its own session* DID YOU KNOW? This disclosure still must be scanned, even if the application was declined!
When waiving fees for counter checks, cashiers’ checks, and money orders, ‘bank error’ should only be used when the fee occurred due to a bank / system / employee processing error. Give me an example of a counter check "Bank error" and a Cashier's check "Bank error"
Counter checks: ‘Bank error’ is appropriate when a product benefit should have auto-waived the counter check fee but was not recognized/system did not waive.
Cashier’s checks / money orders: ‘Bank error’ applies when an employee made an error and the transaction can’t be reversed, requiring a waiver to remediate
When performing the Dual Control Key Box Inspection, what should you be looking for?
1) Key box must have at least one unissued backup key for each lock in the branch
2) Key tag must have function and / or location of lock
3) Combination envelopes must be properly sealed and have the following information: Function and / or location of lock , A or B selected , Two employee signatures , Date.
WHY? Keys and combinations in the dual control key box must be properly labeled and maintained to prevent unauthorized access to branch assets that can lead to internal theft / losses.
Name the 12 Control Composite Impact (Scorecard Violations)
1) Internal Controls Self-Check (ICSC)
2) Policy Not Followed Loss
3) Past Due Training
4) Cash Audit Completion
5) Branch Cash Differences
6) Keys & Combinations Exceptions
7) High Risk E-Mail Violations (outbound)
8) Complaints Not Registered (inbound)
9) Mystery Shop
10) CTR/MIPL Late Work Returns
11) Central Monitoring Report (CMR)
12) Branch Review
When you do a CD renegotiation what disclosures must you provide?
1) Additional Banking Services and Fees
2) Certificate of Deposit Renegotiation Receipt
3) Rate sheet
Scanning required business account documentation is a regulatory obligation, prevents CMR errors, and ensures a great customer experience
What Documents do you scan for a new business account?
Documents to scan: Certification of Beneficial Ownership (Ownership Attestation) ▪ Business Signature Card ▪ Business Depository Certificate ▪ Business ID / External Docs (with applicable coversheet
Properly handling and registering complaints helps the firm determine how to improve the customer experience and helps the branch avoid reporting errors (CMR), Branch Review, Branch Scorecard)
Read the following scenarios and determine if they are a complaint or feedback.
1) This branch is always so busy and the wait is too long! Chase should open more branches in the area.
2) “I’m very upset. My Financial Advisor gave me bad investment advice on my brokerage account .
3)You are holding my check until July 21! This is unacceptable, I need the funds now! I want to speak with your manager to remove this hold!
1) Feedback - The customer did not express verbal or written dissatisfaction, nor did they meet any other complaint criteria as outlined in Chase Answers. Submit in feedback tool
2) Complaint -This is an investment related complaint which must be escalated to the MD-WM or Supervisory Manager immediately.
3) Complaint - Customer asks to speak with manager about a check hold. This does not require additional escalation. Resolve in branch > Register complaint in CARE within 7 calendar days
Fee Refunds.
What can unfair treatment look like? Read the following scenarios and tell us what is the right thing to do.
1) Customer requests that their recent Overdraft fees be refunded. Banker does not process request because customer already received multiple fee refunds.
2) Customer requests 12 months of service fees refunded because they weren’t aware they no longer met the fee waiver requirement. After reviewing the relationship, the banker requests a refund for only 6 months of fees because they believed that was the maximum limit
1) Process fee refund requests in CA without bias, regardless of the customer’s refund history.
2) Process the fee refund request for 12 months of service fees in CA; talk with customer about how they might be able to avoid the fee in the future.