Does anyone have any suggestions for putting together a policy on how to handle customers using cell phones to take photos or record interactions within a branch?
What is the industry's best practice for frequency in conducting surprise cash counts?
What gauge of steel is recommended for the under counter of the teller line?
A customer was depositing a Not On Us check for $1500 into his checking account for $1200 and was supposed to receive $300 cash back from the transaction. The teller mistakenly keyed $1500 into the cash recycler and handed the cash directly to the customer. This is proven by video surveillance and the reporting tool from the cash recycler, which shows the denominations of the bills he received. The cash back totals $1500, is time stamped for when he is at the teller window and has the teller #. Is this sufficient proof so that the Bank can the bank legally debit his account for $1200? The customer has hung up on bank employees when we have attempted to contact him.
It was recently brought to my attention some of our tellers have been assisting a commercial customer by carrying out bulk coin to the customer's car on change order days. Although I commend the tellers for going the extra mile, I view this as a security and liability risk. Is this gesture a common and acceptable practice?
What might happen if we don't have a system to track complaint resolutions?
What’s the importance of following procedure?
Are there any disclosure requirements on a customer's receipt for a deposit at a teller window.
I have an issue that some of our tellers are not understanding. Tell me from the compliance standpoint of CIP how this should be handled. We have always required ID on all people, customersif you do not know them and noncustomersno question. However, some tellers are not asking for ID on noncustomers because they have been coming into the bank for the last 5 years to cash their check so they do not get their ID. How do you suggest we handle this situation?
Do the Letters POD have to be in the address information on the bank statement as long as the POD information is designated on the signature card? I understand the account title has to match the card- but does POD HAVE to be there?