Events/referrals/Opportunities
What is considered an Event?
When a customer agrees to a set time/date
Name 2 forms of primary ID a non customer can use to open a new account
Drivers License or Passport
Welcome, Offered Assistance, Sincerity of thanks, Used customer name
Why do you need to keep the teller gate closed and locked?
Someone who is trying to rob you, can run behind the teller line.
Can you share your password?
NO! It is your password, do not share it
Can someone run an event for you, and give you credit?
Yes, an event can be run for you. If opening an account, credit can be assigned in BAO.
Why do we want to find out our customer's goals?
If we truly ask our customers their goals, we are able to correctly guide them. We will be able to correctly guide them, and support them
No, we need to see the physical ID in person.
Do we have to give disclosures to every customer?
What is a Next Most Likely (NML)?
A benefit for the customer to sit down with a banker
Why is it important to log opportunities?
Helps you follow up with goal conversations you had with your customer.
True or False: You don't have to do notes for a customer if you do a FHQ?
False, notes must be put into the FHQ
What is a CTR? IVR?
Customer Transaction Report, helps report cash over $10,000.
IVR: Investigative Referral: Something is wrong with a transaction, additional hold needed on an account, suspicious activity, etc.
Who owns Risk?
We all do!
Why are there due dates on our trainings?
We are a federally regulated company, and these time/dates must be met before the deadline. Or we can be subject to fines.
Why would you send a referral?
Helps us help the customer with a goal. Referral is either something we can help with, or a partner.
Why are Next Steps important? When do you do them?
Next Steps help create the referral/opportunity for us. Thus making our lives easier. They must be done with every account - business or consumer.
Why do you have to have two forms of ID from a non customer when opening an account, or cashing a check?
Two forms of ID are needed as it is harder for someone who is committing fraud to get two forms.
What is your drawer/station limit? Why is that important?
Top drawer: $3,000
Station $10,000 It keeps risk down in case there is a robbery.
What is the Welcome and closing checklist?
They are everyday "to-do's" to keep us on track, so we are able to deliver the best service to our customers. They have to be done daily, and signed off on that you completed the task.
True or False: You can have an event with a customer via teams.
True
When should we enroll customers in digital? When do we want to do it?
It not only helps save trees, but helps cut back on fees. We want to enroll customers during BAO. Everytime
Customer doesn't have valid ID, and you don't know them. Can you do a withdrawal?
YES - if the customer is a known customer. If the customer is not known to us, then NO
What dollar amount do you have to check signatures on withdrawals, cashing check?
Any transaction over $500 - the signature card must be checked.
If someone is running late, can you open the branch by yourself? Are you able to open the branch with a partner (BBO, AOS, etc) Why/Why not?
No, you may not open the branch by yourself. The risk is too high for something to happen.
You may only open the branch with a branch colleague, from your branch or another branch.