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Work Compliance
Compliance
| Question | Answer |
|---|---|
| What time can you call customers on our call list? | 8:00 am - 9:00 pm |
| What do we do if a servicemember comes in and is being deployed? | Get orders or enlistment papers & put loan number on top. Print SCRA form, then fax both to number on SCRA form. |
| What kind of things can we help servicemembers with? | Lowering interest rates, deferring payments or changing rates from variable to fixed |
| What information must we give to a customer when we call them on the phone? | Our name, place of business, phone number, and location. We must also review their call preference before we call them - located on contact mgr |
| What do we do if we get a relay call? | Verify customer and help them if possible then call fraud. Or warm transfer to relay team and then call fraud |
| What ways do we help customers with disabilities? | Blind:read info to customer, headphones for ATM, ATM Braile, Larger print on Checks, write things down for deaf, or schedule an interpreter appt. |
| What do we do if someone asks about the community reinvestment act? | Show them the poster in lobby, if more questions introduce them to a mananger |
| When must a CTR be filed? | If cash amount of deposit or withdraw if above $10,000 |
| What items go on the monitary instrament log (MIPL)? | Cash purchase $3,000-$10,000 of cashier's checks, traveler's checks, money orders, gift cards etc. |
| What is Reg E for and what do we do? | Reg E covers electronic transfers, if someone has fraud we connect them with claims department |
| What are the steps we take if someone has been a victim of identity theft? | Give the info for all 3 credit bureaus: Expirian, Equifax & Transunion, tell them how to get their credit report, contact fraud, and review acct to look for fraud |
| What does TRS stand for and how does it help our customers? | Telecommumicationss relay service and it helps our deaf customers by them calling a number and then the person on the other end uses sign language to communicate with them. |
| What steps do we take in the morning to determine if the branch is safe to enter? What do we do if it is not safe? | 1. look for all clear signal 2. go to safe place call and ask for password, if pw is correct wait for all clear signal, if pw word is wrong call 911 and corp security |
| When do we need 2 pieces of ID for wire transfers? | When the wire is over $100,000, we would also check the signature card |
| What steps do we take with a customer that brings in a opt out form? | Inter-Office form that same day to National acct maintenence. Does not stop paperwork right away; it could take up to 90 days, and does not stop all paperwork. |
| What is meant by "triple protection"? | Account alerts, Over draft Protection, andDebit card coverage |
| if a customer opens a checking acct and deposits $8k cash and gives you $3k in $20's and asks for $100's do you need to do anything? | File a CTR |
| customer deposits $11k in cash in morning, you complete a CTR. Now the same customer is back in afternoon and gives you another $4k in cash. Do you need to do anything else? | File Ad-hoc CTR |
| a well know customer who has lots of money with Chase comes into the branch and wants to w/d $300k. This is not the normal transaction on his acct. Do you need to do anything as far as reporting goes? | Yes, Both CTR and SAR |
| customer wants official check for $4k, they give you $4k in cash to pay for it. Do you need to file anything? | MIPL |
| Mis jones comes into the branch to purchase 5 money Orders in the amount of $1000 each, with Cash. What reporting is requried if any? | MIPL |
| Joe Davidson comes in the branch to purchase a chashier's check in the amount of $7000 with cash. What reporting is required if any? | MIPL, |
| Once you inform a customer that you will need some information in order to complet a MIPL report, he decides to cancel the transaction. What should you do? | Cancel the MIPL and file a SAR |
| you are reviewing transactions on an acct for a customer and notice that she recently began receiving numberous wire transfers and sending wire transfers. What if anything do you do? | file SAR |
| Jack Frost deposits $9000 in cash and then presents a check for $2000 to cash. What reporting if any is required? | Nothing required |
| What does CRA stand for? | community reinvestment act |
| What does the CRA do? | requires banks to meet the credit needs of low and moderate income neighborhoods and requires the bank to maintain a public file about its CRA performance and make it available if the customer requests a copy. |
| where would a customer get information about CRA/ | branch lobby poster, or branch mamagement who will contact banker support |
| What do you do when a custoemr asks for a gift card? | a disclosure pack with fee information. This is given before selling card to customer. |
| Where are gift card disclosures kept in the branch? | In work room, at teller stations and bankers desks |
| If I opened a checking account what would I walk away with? | Get more from your banking relationship, ODP, Debit Card Coverage, Deposit account agreement & Disclosures printed from the account |
| what is HMDA? | Home mortgage disclosue act. requires lendsers to give public data on housing lending activity this can be used to identify discrimination |
| if you wire funds greater thatn $100k what do you do? | 2 ids verify sig card |
| t or f victims of identity theft may request that Chase perform a bank-wide search for any deposit accts, loans or credit cards opened with their name even if they are not a Chase customer | True |
| If a written privacy request is recv'd from customer, what must be done? | forward the request to National Account Maintenance the same business day |
| Per Reg D, how many withdrawals/tranfers per mo are customers allowed to take from their savings acct? | 6 |
| What does SCRA stand for? | Servicemenbers' Civil Relief Act |
| What does SCRA do? | may allow interest rate redections for active service members and their dependents, All fees and other chargeswill be waived during period of active duty. No early terminationf ees are assessed on auto leases |
| What steps do you take to help a service member under SCRA? | 1. get a copy of orders or enlistment docs. 2. Print SCRA Form from forms onlinve 3. forward forms to appropriate area with acct number at the top. |
Created by:
delorya
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