Audit Preparedness!
Is it acceptable to cash a check and then deposit the cash into the customer's account for same day availability?
No
How much is the monthly service fee for a standard Woodforest checking account?
$6.95 per month
True or False: A customer can opt in and out to authorize overdrafts on their debit card
True
How much is the monthly fee for a sterling account?
ZERO!! ITS 100% FREE!! :)
In the event of a disagreement between coworkers and/or customers, who should be your first point of contact?
COURTNEY :) (Manager)
List ALL locations of 0196 branches silent alarms
By all teller stations and in the back room behind the capture machine
How long does an account need to be open to be considered for same day availability on check deposits?
6 months
What is our current "All clear" signal?
Change the date cube at front teller
What is the monthly service fee for a basic business checking account? (BSC)
$12 per month if $5000 is not maintained in account
False
What do you do if a vendor walks in and needs access to secure areas? 5 possible steps
Obtain ID from individual requesting access
Verify the work order through branch services--facilities portal
Contact branch services--facilities portal after attempting to verify work order if none is found
If you checked ID, work order, and verified they work for the company on the work order you may allow access
If no work order is found and the individual is there for the alarm, security or vault, contact corporate security to verify
How can people waive their monthly service fee for a standard Woodforest checking account?
Direct deposit
Maintain a minimum of $100 in account
What is the limit of OD fees that can be charged per day?
3 fees per day
True or False: A business account will never have immediate ("same day") availability of a check being deposited
True-- It is always available next day if not placed on extended hold by approver
List the the 4 steps you must take if a customer is interested in investment planning and/or insurance services offered by Woodforest Wealth Strategies
Explain you need to refer them to a wealth strategy manager.
Get their contact information.
Fill out the financial services referral form.
Email form to financial servicesrefferal@woodforest.com
What is the primary exterior meeting spot?
How much is the start up fee for just the account when discussing a second chance account?
$9 set up fee
If the customer has sweep protection and 6 items are presented to post to their account that day, how many sweep fees would be assessed?
1 transfer fee
Who can qualify for a sterling account?
People aged 55 and older
What are the appropriate steps to be taken when there is a Mozart customer service ticket in queue? 5 possible steps
Contact customer (preferably within 2 hrs)
Comment must include date/time of contact and info regarding the success of the call or other info
If unable to contact customer after 1st attempt, a 2nd attempt should be made with 48hrs
The Mozart queue should be monitored continuously throughout the day
If the ticket does not belong to your branch, you should reject it and comment should be added explaining why
What type of mystery shops could your branch receive? 3 possible
Account Opening
Product Inquiry
What overdraft services must be reviewed with you customer? 3 possible
Standard Overdraft
Reli-Unsecured loan
Secured line of credit
What 4 documents are required to be reviewed when opening a consumer checking account?
Account Overview
Schedule of fees
What you need to know about OD services and fees
Financial Privacy Rights
What 3 documents are need to open an LLC business account?
EIN letter (Cx will bring from state)
Certificate of good standing (IN BIZ website)
Customer's ID
What are the 6 steps of the sales and service process focused on during the mystery shop?
Approach
Discover
Present
Deliver
Close
Follow-up