Enter Title

BRANCH ROLES

100

Supports exceptional member service

Member Experience Champion

200

Promotes opportunities to educate members

Member Education Champion

300

Maintains knowledge of online and mobile banking, ATM features, and serves as an advocate for the team

Digital Champion

400

Supports policy and procedural accuracy

Operational Soundness Champion

500

Engages with the community to support business growth

Member Outreach Champion

FUNDS AVAILABILITY

100

Who has the authority to waive check holds?

Only team leaders can waive check holds. SMSR’s can waive holds only if no leader is on site.

200

What are 6 circumstances a team member might decide to place an extended check hold?

a check you deposited previously return unpaid
your account being open 30 days or less
doubt of collectability
an emergency such as natural disaster
an emergency such as computer/equipment issue
repeated overdrafts within 6 months

300

True or False: A member can split a $1000 check into a checking, savings, and a consumer loan account during the same transaction

TRUE

400

Next Day Items

US Treasury checks
US postal money orders
State and local government checks
Cashier's, certified, official, and teller's checks   from other institutions
Federal Reserve Bank checks
Federal Home Loan Bank check

500

Certificate or IRA deposit
Negotiable item amounts of $2,500 or more what additional steps are required

Contact the Certificate, IRA, & Trust Team via internal chat to place the hold and provide

• Member's access number
• Certificate or IRA account number
• Total amount of deposit

CASH ADVANCE

100

Debit or credit cards that NFCU does not process

Discover cards, non-Navy Federal American Express® cards, Direct Express or digitally issued cards (e.g., Apple MasterCard).

200

True or False: Cash Advance is available to non-members, which includes joint owners who do not have a Membership Savings Account with Navy Federal.

False

300

Dollar amount require 2 forms of acceptable ID

$3k or more

400

Minimum Cash Advance for Non NFCU credit card

No minimum cash advance

500

True or False: Cash Advance requests on Non-Navy Federal cards that are $15,000 or more must be processed in multiple transactions.

True

ALERTS

100

This alert is placed when an individual is suspected of illegally creating a membership using another individual's identity without permission.

Level 7 Suspected ID theft alert

200

This alert is placed when a member is suspected of committing a financial crime against Navy Federal.

Level 7 Suspected First party alert

300

This alert indicates the member has advised Navy Federal that they have:

• Experienced identity theft at another financial institution.
• Reported a lost or stolen physical ID.

Level 3 Id Theft Risk alert

400

This alert is placed when Fraud Operations has determined fraud has occurred against Navy Federal and is outside the acceptable risk guidelines

Level 9 Confirmed First Party alert

500

This alert is placed when indicators identify the membership was created using another individual's identity without permission.

• This alert may also be added by Security if provisional credit fraud has occurred on the account.
  • This will be notated by Security in the UAD Notes.

Level 9 Confirmed ID Theft alert

TCR/TURNING

100

When do we start turning?

2 pm

200

If all TCR's have been turned and you are still the same business day what do you?

1. Quickly turn yourself

2. Ask another available MSR to assist your member

300

What would you do if your TCR runs out of cash during a transaction ( withdrawal/buying bait)

Buy it from another TCR. Best practice verify via cash counter in vault.

400

How much is the bait? What are the denominations?

$2500
100 (100) in 1's
800 (80)  in 10's
1600 (80) in 20's

500

What is the process of using a non adjacent TCR/CDR Buy?

Non adjacent
CDR Buy
Remote Dispense
PIN
Dispense Amount in denomination
Enter PIN - receive funds or
Press finish