Rivergate's
Rivergate's Passcode
What is the color red
Safe Haven
The Olive Garden
Where is Emergency & Offline Procedures Binder Located?
- in cabinet beside the vault
- one copy offsite in BM’s (or ABM’s/ LAO’s/MOD’s if designated by BM)home or car
True or False
If you can’t validate an unknown / unexpected individual it’s OK to deny access.
True
What is AAO?
Assisted Account Opening
What should you do if the signal is incorrect?
Go to safe haven right away and call 911 and Retail Global Security Operations
You are the second member of the opening team... What are you supposed to do?
Observe first member approach and enter building while also observing branch surroundings
After a robbery, what should you refer to for next steps?
Emergency and Offline Binder
What is Q1 Campaign?
- New Investment Clients per Banker
- CPC Onboards with Investments
What is our current OSAT for Q1?
97.1
What should you NEVER do during a robbery?
- Chase the robber outside
- Scream "I'm being robbed“
- Tell the robber you are going to activate your hold-up button.
The branch is open for business, customers are in the lobby and someone smells smoke. What steps should you take?
- Inform everyone of the situation (including employees, customers and vendors)
- Ask everyone to remain calm and begin to evacuate
- If safe to do so secure bank assets prior to evacuating the building
What is Rivergate's top 3 focus areas?
- Q1 Campaign
- OSAT
- AAO
How do you activate alarm duress code?
Press Panic > Police, Emergency or Fire on touchpad
What is ICSC and when is it due?
Internal Controls Self Check and due the 3rd Friday of the month
Before allowing access to secure areas, what steps do you take to validate unknown / unexpected individuals?
- Use Company Phonebook to validate non branch employee
- Ask to see vendor’s company ID and use other resources to validate reason (BELT, Tech Check, emails, etc.)
Someone attempts to rob you at the transaction window. What steps should you take if it is safe to do?
-Comply with robber’s demands
- If a note was given, push it aside
- Activate hold up button
You are the first member of the opening team. After entering the branch and relocking the door, what should you look for as you walk to the perimeter alarm keypad?
- Broken glass
- Holes in walls and ceiling; missing or fallen ceiling tiles
- Anything suspicious or unusual
What should you do after the robber leaves the branch?
• Lock all branch doors, cash drawers, workstation drawers
• Get Robbery Securing the Branch Team Tasks
pages from BM (or ABM, LAO, MOD if
designated by BM) and complete tasks
•Finish any transactions in process and don’t
start any new transactions
•Don’t discuss the incident or the suspect’s description
What are the steps for the RMC (Relationship Management Cycle)?
- Engage Clients
- Discover Needs
- Tailor Advice and Solutions
- Manage Opportunities
After you have evacuated the branch, what steps should you take?
Go to the safe haven
Account for all employees
Designate one employee to remain in the branch to wait further instruction
Wait for the authorities to give the OK to re-enter the branch
You emailed client information to the wrong customer. What should you do?
Complete and file Privacy Incident report
How many net checking accounts have we opened ytd?
120
Opening team members should look for these things while expecting the exterior of the building
- Open or broken windows
- Doors that may have been pushed or forced open
- Doors that are ajar or appear left open or unsecured
What are Our Five Keys
Service, Heart, Courage, Curiosity and Excellence