Credit Cards
Fee schedule/TISA
When a customer dies?
Fraud prevention
Paycom/Talking with a customer
100

What is the annual fee for the classic credit card? (Personal)

No annual fee

100
What is our stop payment fee according to the fee schedule?

35$

100

What does the POD need to do when the original owner dies?

Bring in the Death Certificate. We will verify their identity and verify POD status on the account.

100

What is one red flag when someone is trying to deposit a fraudulent check into their account?

A large check for an amount they typically don't receive. Customer is rushing. Overexplaining the check. Something in the memo line of the check. Customer asking "When are my funds available?" The source of the check doesnt typically make sense. 

100

What should we be approving in paycom, every other week to help Mindi and make sure our time is correct?

Approving our paystubs!

200

What is the balance transfer fee for our credit cards?

No balance transfer fee

200

What is our outgoing wire fee (domestic)

20$

200

What should happen with a deceased customers check to properly negotiate the check.

It should go into an estate account after the person has passed away with a few exceptions.

200

What are two ways to prevent deposit check fraud?

Call and verify the check with the bank. Talk with your customer about the check and find out more details. Talk with another bank associate to see their thoughts. 

200

If you are needing time off for an appointment/holiday, where should you go to put that in?

Paycom- Time off requests or request time off. 

300

What is the annual fee for our business card?

29$ per card

300

What are the 2 money order fee amounts?

2$ if under 300$ MO

5$ if over 300$ MO

300

What pieces do you need to setup an estate account?

Articles of administration, EIN number.

300

A non-customer is in the drive thru lane trying to cash a large check. What steps should you go through to ensure it is a valid check?

Compare the signature on the check to signature card on file. Compare check numbers to make sure its in line. Make sure the customers story of receiving the check makes sense. If you are unsure about the check. Call and verify with our customer. 

300

You see a customer with 60,000 sitting in a regular savings account. What could you mention to that customer?

Hi _____, I see you have a larger balance in your savings account. Would you be interested in our Money Market plus account that can earn you quite a bit more interest on your money?

400

What is the interest rate difference between the classic at platinum cards?

2.50% (16.92 classic and 14.42 platinum)

400

What is the domancy fee? (how much and an explaination of dormancy)

10$ per month

400

How long are checks honored for deceased customers?

10 days

400

What are two different red flags of someone attempting fraud when opening an account with the bank?

Customer opens the account with a check. Customer has frequent questions about overdraft. Customers want to know when they can get access to their funds.

400
There is a non-customer in the lobby who is cashing their regular check at the bank. You've seen this customer several other times. What can you say to this customer to see if he's interested in opening an account at the bank?

Hey _______, I've seen you in here pretty regularly, have you ever thought about opening an account with us, and you can just deposit your funds here with us? 

Do you bank anywhere nearby? Since your check is written off us, we can open an account pretty easily and the funds are available immediately. 

500

How much travel accident insurance do you have on the platinum credit card?

Up to $250,000

500

Why is the TISA important?

It explains fees/charges on the customers account. Details like processing order, transaction limits, and how we calculate their balance.

500

When can someone use a small estate affidavit?

If their estate does not exceed 75,000 as of 2024.

500

What are some questions we can ask our customer that potential fraudsters wouldn't know, even if personal information has been compromised?

Where the customer gets their direct deposit/regular checks from. Mailing address. phone number on file. What branch did you originally open your account at? The last check the customer wrote?

500

You see a customer who has repeat overdrafts on their account. What can you do to potentially save them money/fees?

Overdraft protection with a savings account or mention our credit card as a possibility of giving them a little more wiggle room with their  money.