Policies
What are the acceptable forms of ID?
-State issued Driver's License or ID card with photo
-Military or service ID with photo
-Passport with photo
What do you do if someone calls or comes through drive thru before officially opening the doors?
Still answer the phone and try to assist the client as best as possible.
Who do you email to find out why a mobile deposit was rejected?
Customer Service
When can you give an account number out over the phone?
Never
Who do you call when the ATM isn't working?
Call branch support to place an order with QDS
When do you need to obtain an ID?
-Any time you are giving something to the client (balance, statements, account info, cash, etc)
-If you are giving or receiving more than $3,000 worth of cash for conductor information
How fast should the phone be answered?
Before 3 rings
Who do you reach out to in order to find out extra information about a charge on an account?
Research request on Onbase
What should you do when someone makes a request via email?
Call the client to verify that they were the one making the request. Ask identifying questions if needed.
Who do you call to put the alarms in test mode?
Client Central with the account number and password
What do you do with a check that's made payable to First Bank and a client?
A First Bank officer has to endorse the back of the check before it can be deposited
How should you transfer a phone call?
-Making sure someone is available to take the phone call
-Introduction by name
Who to reach out to if someone has fraud on their account (except debit card fraud)?
Ops risk
What steps must we take to allow someone to enter a secured area of the bank?
-Verify identity & see who they were in contact with to be here
-Call the contact person at the bank
-Have them sign the vendor log
To place a work order for the alarms or vaults?
Convergint
True or False: A teller cash difference report is required for outages over $20.01
-False- A differencing report is required for everything over $10.01
What should be said after every interaction?
-Thank the client by name
-Ask if there's anything else you can assist with
If someone wants a business loan?
Refer them to Kaitlin first so she can reach out to the commercial lending team
What are common red flags to be on the lookout for to avoid fraudulent activity / robberies?
-Unknown people coming in right at opening or right at closing
-People mumbling or talking to fast to distract you
-People wearing sunglasses/hats/hoods especially in inappropriate seasons
-People looking down constantly to avoid cameras/eye contact
When someone comes in that only speaks a different language and cannot understand English?
Voiance Language Interpreters
If a check is foreign and not Canadian (does not say US Dollars) what do you do with it?
send the check and deposit slip to Deposit account services via Fedex so they can credit the account or send it for collection.
What is the first bank promise?
"We help our customers realize their dreams by providing financial solutions and building trusted relationships"
If you need a password reset with Q2?
Email Digital Operations
What is the most effective way to prevent a robbery?
Being alert and paying attention.
When someone calls to get information about a check chargeback?
email item exception processing