-
ATM/Debit Card Claim
- Provide appropriate CS# for future claims
- Dial #, ask for ECS
- Introduce self, give phone to cust
- CUST MUST TALK TO ECS - WE CANNOT FILE ON CUST's BEHALF
- Inform cust they will receive f/up w/in 10 bus days
- Under $20 handled in banking ctr
-
Americans w/Disabilities
- SHOW IN PRO
- B/C Online, Pro, Model Bank, Compliance, ADA
- Back Pain Makes Children Angry
-
Authenticate customers by phone
- NO SS#!!
- Dep Acct Info:
- Review any sys mssgs in Merlin
- Date/Amt of last dep, OR ATM#
- Personal Info:
- Addy/DOB
- Secret Password, OR mother's maiden
-
When to provide verbal/written disclosures for CC pre-approval
- Prior to asking for sale
- Cust to confirm they accept & sign QST/paper
- DO NOT chose "accept" prior to signature
-
Transaction Hold
- Provide copy @ time of dep or on same bus day
- For mail, quick drop, night drop, ATM: follow endorsement standard
- Explain funds "AVAILABILITY" to cust
-
Purchase of single/multi neg instument $3,000-$10,000
- Must be documented (Domestic/Foreign)
- ID all purchasers on CTR/MIS online reporting form
- Use paper sales form when online not avail
- All info must be inputted on day of purch
-
Safe Deposit Box
- Doc date/time/assoc's initials
- Cust sign record
- Cust ID
- Lock box in open pos, return cust key
- Stay w/cust, look away
- Check privacy area
- Ensure box is locked afterward
- Always be sure Assoc/Cust present
-
When to use Customer Authentication Form
- Issuing temp ATM Card to existing OOS cust
- Changing Pin on OOS Card
- Adding photo to existing OOS CC/ATM Card
- New accot for exisiting OOS Cust
-
Investment Referral
Refer to NON-Teller Assoc
-
Foreign Currency Check - No Hold
- NO HOLD recommendation is rec'd
- Currency matches country of Drawee Bank
-
All clear signal removed
- AFTER opening to public
- PRIOR to close - so not preset for next day
-
ALL CLEAR signal not set
- ONLY
- Call Security Control CTR
- (800-222-7511 - Programmed into my cel phone)
- 911
-
Evacuation Sites
- 1st - Italian Restaurant
- 2nd - Realty Execs
-
Identify Structured Transaction
- Breaking down of a single sum exceeding $10,000 into smaller sums
- ($9,000/day to stay below CTR OR asked to change to below $10,000)
-
When a Structured Trans is ID'd
- Discuss w/MGR, ASST MGR, TOS
- AND/OR
- Complete TRM
-
Ramifications of AML non compliance
- Prison up to 20 yrs
- Fines up to $500,000
- Termination of employment
-
Transaction over $10,000 in currency
- If CTR is required, will display after F11
- MUST be completed at time of trans
- Deferred CTR needs Supervisor override
- Compete overriden CTR same day thru B/C Online, Service & Ops, Compliance & Corp Security CTR/MIS
-
When to notify individual tans has been reported as suspicious?
NEVER
-
What steps to follow if IDa structured pattern?
- Discuss with MGR/ASST MGR/TOS
- OR
- Complete TRM (must know where to find TRM)
-
Procedures for sending International for both Clean & Doc collection?
- International Clean Collections (checks, travelers cheques, mo,draft)- Collections Dept
- International Doc Collections alt payment methods for letters of credit, open acct financing, advance pmt terms)- Trade Ops via FedEx
-
Over-The-Counter-Transaction Authority Limits
- Check cashing, less cash = $1,000
- Override deposit hold & do not cash, wire, OD = $0
- Deposit = $25,000
-
Procedure to escalate an info/privacy breach
- B/C online, Pro, Model Bank, Privacy/Info Protection, Privacy & Info Security Incident Report
- Must get to and walk thru process
-
Cust purchases a cc for $8,000 in currency in am, then $6,000 in currency later.
- Complete MIS & CTR
- MIS in a.m.
- CTR in p.m. showing BOTH cc's
-
If cust claims to be exempt from CTR
Process CTR as required & system will say CUSTOMER IS EXEMPT FROM REPORTING if they are en exempt customer
-
When BAI rep requests a cc on behalf of a client who is NOT present
- DO NOT PROCESS
- Client must be present and receive cc
- Refer rep to their Mgr
-
Current ALL CLEAR signal and what to do when not set
- Signal is ________
- Do not enter ctr
- Call Security Control Ctr & Local Law Enforcement ONLY
-
Changing mailing addy to an OFAC sanctioned country
- SHOW IN PRO
- B/C online, Pro, Model Bank
- Account/Customer Maintenance
- Merlin
- Addy/Tele # Changes
- Addy Change Procedures
- Red Heading of NRA addy changes to foreign mailing addy
- MUST BE ABLE TO TALK THROUGH TO ASSIST CUST
- Office of Foreign Assets Control
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