OPERATIONS

Miscellaneous

100

How do you keep track of buy/sells

Note them down on Buy/Sell sheets

200

What are 2 important things to remember before opening the vault?

1.  Disarm the vault

2.  2nd person must be in the building

300

Where do money order/ cashier checks go throughout the day?

In the labeled bag on the Ops Cart

400

What is eConsent and why is it important?

-Customers e-signing and receiving a code

-It is now 20% of our operations scorecard and we must be over 80% efficiency 

500

What areas of the branch do we check during walk through in the mornings before all clear?

-Behind teller line

-Break room including the employee bathrooms

-Screen that shows cameras in breakroom to make sure cameras are working

-Card readers at the front 

-Offices

-EVERY office, including under the desks

-Breakroom

-Each office in the very back 

Dual Control

100

True or False

Dual Control is needed for any and all access into vault

FALSE- only when going into vault without the vault custodian 

200

Name 3 examples of times you need dual control

-opening/ logging night drop

-counting ATM: CANNOT open the bag without dual and CANNOT be left alone at any time

-surprise audits

-shipment AT ALL TIMES, must be counted and received by TWO people even when vault custodian is here 

-anytime we open TCR 

-bagging shipment 

-Timers on vault 

300

Who counts as second person in order for you to do walk through and all clear?

anybody who is out CSS certified and past that part in their training, ONE PERSON MUST BE PLATFORM/BANKER.

400

When do we need to sign physical forms for dual control? 

-When going in the vault without vault custodian

-opening TCR

-grabbing keys from managers vault 

-logging night drop (checklist)

-timers on vault (checklist)

500

What qualifies as "dual control"?

Dual control is TWO people doing the process completely TOGETHER AT ALL TIMES. This means working together to complete the task and not walking away or being distracted AT ALL. 

CSI

100

True Or False

All deposits over $2,000 requires a CSI

FALSE

200

TRUE or FALSE

Are we allowed to ask customers what the funds are for when doing large withdrawls

TRUE!! It is important we ask these questions to protect our customers and the bank

300

What are our limits to approve for cash withdrawals?

LCSR- $8,000

Float CSR- $3,000

Bankers- $10,000

FCM- $50,000

400

When are OTP's (one time passcodes) sent? (HINT: There's 4 examples)

-Customer has an out of state ID and is wanting to do anything account related

-When a wire is done with a passport

-When adding somebody to an account, OTP needs to be sent to primary owner of account 

-When customers are doing withdrawals outside of their affiliate (in NC doing a withdrawal but lives in Florida) 

500

What is CSI?

C - Current day account activity review

S - Recent account statement

I  - Review ID in ACE

FCA

100

True Or False

Businesses can sign over a check to another person or third party 

False

200

What are the 3 different ways business checks can be endorsed?

-business name signed

-for deposit only 

-left blank 

300

How many fails is Angie okay with us getting yearly?

 ZERO 

400

What is the difference between guardianship and minor accounts?

Guardianship requires legal court documents proving that they are the guardian.

500

What is FCA and why is it important? What are some things that are included?

Financial Center Assessment (FCA) 

It weighs 60% of our operations scorecard. 

Sales

Service

Consumer New Accounts, Currency Controls, Business New Accounts, Straight Deposits, Consumer Credit Card Applications, Reg CC Holds, CD, New Accounts, Split Deposits, Wire Transfers, Negotiables, CD Redemptions, Night Deposit 

Customer Service

100

This or That

"sorry we can't do that..."

  OR

"I apologize about that, however..."

"I apologize about that, however..."

(A.R.T)

200

This or That

proactively look for ways to exceed our customer's expectations

or

proactively work efficiently at meeting customer's needs

proactively look for ways to exceed our customer's expectations

300

Why is branch appearance important and what does it include?

• When a customer comes in we want them to feel we respect our space and also want to make sure they know we are a professional establishment. 
• Are employees maintaining professionalism at all times? For example:
  • No eating behind the teller line or at the desk, mainly where customers can see you.
  • No reading personal materials or using cell phones during work hours where customers can see them.
  • Are our desks clutter free? 

400

Customer Service vs Customer Experience

Customer Service- how we meet their needs and how we "service" them

Customer Experience- The way we make the customer feel, how we go above their expectations 

500

What are the 4 things Angie asks you to say every single day?

-WELCOME TO FIFTH THIRD!

-Use name a minimum of 2 times

-THANK YOU FOR CHOOSING FIFTH THIRD

-"How can I advise you today?"