Policy & Procedures (L)
This is where a banker can find the UAR form when they need to file one.
What is USP&BB > Core > Fraud Resources > UAR Form
This is the process a banker follows when a customer wants to Opt out of OD services but cannot access BDB.
What are: Authenticate the customer, bring them into session in TPSS, quick tools, maintain, select Reg E Opt out & inform customer it will be effective the next business day w confirmation sent by mail?
D&P 19.16 Reg E
An employee must secure their laptop with a type of lock if they choose to leave their laptop at the branch.
What is locking with a cable lock.
This is the correct process when a customer wants to apply for a credit card over the phone.
For phone applications, warm transfer the customer to the recorded line for CCC Retail Sales?
D&P 28.01
This federal law governs how and when employees may contact customers by phone, including checking numbers against the DNC list.
What is the Telephone Consumer Protection Act (TCPA), which requires employees to determine the call's purpose, the manner of the call, and the type of telephone number being called, with all numbers automatically checked against the DNC list?
D&P 19.06.01
TPT automatically tracks cash-in & cash-out amounts per business day attributed to an individual or business. When the $3,000 threshold is exceeded, the system automatically prompts the employee to complete this.
What is a MIR?
D&P 22.19 page 5
When a customer wants to Opt in to OD services, this is how you determine if their account is eligible for the opt-in/opt-out option.
What are: verify account eligibility & ensure it is not one of the following ineligible types: BMO Smart Money ckg, Growth MM, Wealth Preferred MM, Platinum MM, Consumer Svgs, or any small business product.
D&P 19.16 page 10
This type of lobby transaction will require three types of identification method.
What is high risk scenario without a debit card
These are the 3 optional Overdraft services offered by BMO.
What are ATM and everyday debit card opt-in/opt-out, overdraft funding (linked account), and Overdraft Protection LOC?
Before Calling a list of customers or prospects provided by your manager, these steps must be completed to ensure compliance.
What are: Navigate to Salesforce, confirm a green check mark for solicitation service, and verify curfew hours?
D&P 19.06.01
The preferred way to authenticate a cash withdraw <$3,500.
What is PIN Pad Authentication?
D&P 11.01
This is one circumstance under which you must decline a customer's request to reissue, upgrade, or replace a debit or ATM card.
What is: when the cardholder's address has been changed within the last 5 business days?
D&P 19.02 page 7
After voiding the cashiers check, we must do this.
What is completing the coversheet and scanning
This is what is required when an 18 year-old comes in to apply for a credit card.
What is a paper application?
D&P 28.01 page 2
These are the four things you must always say at the beginning of any sales, outbound, or marketing call.
What are: your name, that you’re calling from BMO, your phone number, and the purpose of the call?
D&P 19.06.01
Asking a customer 'What type of accounts do you have with the bank?' and 'Can you name of the direct deposit or automatic withdrawal in the last 30 days?' is an example of authenticating them using this method.
What are examples of OUT-OF-POCKET Questions?
D&P 11.01.01 page 19
This is the correct procedure when a client wants to stop a NON-recurring debit card transaction but cannot visit the branch.
What is: expedite the card issuance, since the client cannot visit a branch or receive an instant issue card, and the expedited fee will automatically be waived.
D&P 20.15.A1 page 3
The Garda cash shipment log must be ________when cash shipment is picked up by Garda.
What is dated.
This is the procedure when a client states they did not receive their monthly statement.
What is a privacy incident requiring manager maintenance in TPSS?
D&P 21.10 page 4
This is what you must do if the phone number you have for a customer or prospect is not listed in Salesforce.
What is: enter the number in the Phone Alt field, save it, and allow it to be automatically checked against the Do Not Call list?
D&P 19.06.01
If a customer is unable to answer 2 or 3 authentication questions over a phone interaction it may indicate difficulty with this type or authentication method.
What are out-of-pocket questions?
D&P 11.01.01 page 19
This is the process and key information you must share with a client when placing a stop payment on an ACH Merchant Block.
What is: Inform the client that a merchant block stops all preauthorized or recurring ACH transactions from a specific merchant, the fee is $35, the block does not expire, and the rqst must be received at least 3 business days before the scheduled posting date?
D&P 20.15.A1 & 20.15.02
Jane Anas
Who is the district operations manager.
What is your Cashier's Check Limit?
A consumer customer calls 15 minutes after initiating an international wire transfer and wants to cancel it. This is the correct way to assist them.
What is: refer the customer to the phone number listed on the receipt if the cancellation request is made within 30 minutes of the wire being completed?
D&P 20.19 page 23