Transactions
What should you do first when a member approaches your window?
Greet warmly, make eye contact, and ask how you can help.
What is dual control?
Two employees verifying, counting, or accessing cash together.
What is one red flag for check fraud?
Mismatch between check style and issue date, poor printing, no MICR.
Why do we place holds on certain checks?
To protect the member and institution from returns.
What does “member-centric service” mean at OnPoint?
Putting member needs first while following standards.
Name one reason a system override might be needed.
Large cash withdrawal, account restrictions, or unusual activity.
Why must you count cash visually and verbally?
Prevents miscounts and demonstrates transparency.
Why must you review the check payee line closely?
Fraud often occurs when payee names don’t match the account.
What is one required piece of documentation when placing a hold?
Hold notice or hold disclosure.
Give an example of “elevating” a member experience.
Spotting a financial need and offering a tailored solution.
A member wants to deposit a check made out to their nickname. What do you do?
Verify the legal name on the account matches the check.
What must you do before accepting rolled coin?
Break and verify the contents.
Member says “My friend told me to cash this check for them.” What do you do?
Slow down, ask clarifying questions, escalate.
When must you consult the Reg CC guidelines?
When determining hold availability or exceptions.
Why does tone matter, even if your words are correct?
Tone shapes emotional perception more than content.
What must you do before cashing a check for a non-member joint signer?
Verify they are authorized and all required signatures/IDs are present.
What do you do if your drawer is out of balance?
Stop, recount, notify supervisor, complete documentation.
A member wants to wire funds internationally to a new “online acquaintance.” What do you do?
Ask more questions, escalate to supervisor/security.
Name one situation requiring an extended hold.
Large deposits, repeated overdrafts, suspect checks.
What should you do if you can’t answer a member’s question?
Own it, find the answer, follow-up.
A member walks up to your window and asks to deposit a check made payable to their small business into their personal account. The business name is different from their own name. What steps should you take before completing this transaction?
Verify the payee name and confirm account ownership, then decline the deposit unless the business is a sole proprietorship and the correct documentation is on file.
During balancing, you're $100 over. You realize a member rushed you earlier and refused a receipt. You think you may have miscounted. What should you do next?
Follow your over/short procedures, report it to your supervisor, and document the incident accurately.
Explain the difference between an endorsement that is acceptable vs. one that is suspicious.
Acceptable = matches payee name. Suspicious = altered names, inconsistent handwriting.
A member disputes a hold. What’s your approach?
Empathy → explanation → alternatives (mobile deposit, smaller amount available).
You receive a call claiming to be a member asking for their account balance, but something about their tone and phrasing seems off. What do you do?
Follow authentication procedures, do not share any info, and alert a supervisor and/or follow fraud escalation steps.