Teller
What are the draw limits for a teller?
Connected to TCR?
Teller Lead?
Teller - $3,000 $4,000 $5,000
TCR - $3,000 $0 $5000
Teller Lead - $3,000 $4,000 $15,000
Please tell me the time frame for a dispute?
Provisional Credit?
Dispute has to be within 90 days
Either immediate or given within 10 days within filing a disputes if its not resolved.
What steps should you follow during a robbery?
Comply, pull bait, try to get appearance, stay calm, if they have a note try and keep it, see which way they went if safe to do so
Skimming devices, sticky substances
How do you report code of ethics issues directly?
Anonymously?
To the branch manager
ERIC
If we go system off line
If a branch employee much change ICI cartridge what should they do?
Dual Control, put in safe keeping and when the guy comes to shred it it has to be done in dual control as well and put in request to have it changed.
Lobby Engagement
Locked drawers
Limits
Location
What do we do if a ATM cassette seal is broken or the number isn't the same?
Dual Control and do an audit
Tell me the procedure to follow if you find a necklace in the lobby?
Put it on the safe keeping log and make sure when describing it you don't put any value to it, and dual control it in the vault
What do you do if a customer starts to ask questions about a CTR?
What is the brochure called?
Print the reference guide off for customer
CTR Reference Guide
In which ways could you provide your NMLS number to a loan customer?
Written, verbal, business card, email signature and prints on loan documents
What is our duress code?
Response to a false alarm?
Actual emergency?
1234
2010053
We close at 5pm today
What steps are taken if something is found on ATM (skimming device or residue)?
Take it out of service, file SIR, email Loss Prevention, Call ATM Services, log it on the ATM log.
Explain funds availability?
New customer?
One day hold on checks with 100 dollars that night for processing; cash/DD and PNC checks are made available immediately
30 days; 2 day hold on checks not drawn off PNC; 100 dollars each night for processing; cash/DD and PNC checks are made available immediately
After 30 days
If a customer ask for a CRA information how is it provided?
How do we escalate same day request for additional info?
Print off the reference guide from online
Give them phone number referenced on the resource page
How do you determine if a account initiator is a U.S citizen?
You ask them
What do you do if you notice a broken window during opening procedures?
Go to the safe spot with is the Library and call Security Command
Give me examples of common scams and how you might uncover it?
Car wrap, romance, grandparent, lottery, online shopping
Uncover it by asking the correct questions, DDAMP the check and make sure it looks legit if it is a check.
Give an example of a customer complaint or "trigger words"?
How is a complaint submitted?
I'm contacting my lawyer, I need to speak to the manager
What is the orange ticket used for?
If you need next day availability of funds $50,000 or more. Peggy and Ashley are the only ones that have them and it can only be State, local, official, travelers or 30 day or newer accounts.
What needs signed during international wire transfer?
$1 million
Disclosure that says there is a conversion fee
What should be done after a robbery?
Secure the teller station or area that was robbed, lock the branch doors, post the sign on windows, take person that was robbed to a secure area, don't talk to on another, pull bait now if its safe to do so, call law enforcement, ask customers to stay if they were present, fill out paper in the envelop.
What do you do if you notice the lock on the shred been is broken?
File a SIR, dual control, put it in vault until they are able to put it up and call reality services
Give me an example of a structured or suspicious transaction?
How do you report them?
If someone asked to make sure it stays under $10,000. If they come in and do multiple withdraws or deposits right under $10,000 for consecutive days
SIR