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#1928051 - 05/30/14 04:04 PM Contacting Customers for Information
Cape Codder Offline
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Joined: Jul 2011
Posts: 413
I manage the Financial Investigative Unit for our FI, and when we identify unusual activity that we need more info on (e.g. source of cash/purpose of transactions), or the customer needs to be informed to cease his/her activity, we email the account manager to have him/her contact the customer. I've been asked to find out what the process is at other FI's. Are your customers contacted by your BSA Dept, the applicable account officer, or some other centralized department? Would greatly hearing your responses.
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#1928063 - 05/30/14 04:33 PM Re: Contacting Customers for Information Cape Codder
devsfan Offline
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Joined: Jun 2004
Posts: 1,927
NYC
All customer contact in our bank ($1 Billion with 14 branches) is done by branch personnel and not BSA.

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#1928068 - 05/30/14 04:42 PM Re: Contacting Customers for Information Cape Codder
komply Offline
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Joined: Apr 2008
Posts: 475
NJ
Same as above branch personnel

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#1928072 - 05/30/14 04:44 PM Re: Contacting Customers for Information Cape Codder
Dani York, CRCM Offline
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Dani York, CRCM
Joined: Apr 2005
Posts: 3,663
TN
Account officers and branch personnel. On occasion I have sat in on discussions between the customer and the account officer in case the customer answers brought about more questions.
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#1928088 - 05/30/14 05:04 PM Re: Contacting Customers for Information Cape Codder
Xian Ngyuen Offline
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Joined: Aug 2013
Posts: 221
either relationship managers or the customer care unit.

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#1928132 - 05/30/14 06:10 PM Re: Contacting Customers for Information Cape Codder
Liz O Offline
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Joined: Dec 2012
Posts: 47
Boston, Massachusetts
Customer contact in our bank is handled by frontline staff as well. The BSA Department does not personally contact customers (or at least not us, as Analysts).
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#1928135 - 05/30/14 06:19 PM Re: Contacting Customers for Information Cape Codder
NotDoneYet Offline
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NotDoneYet
Joined: Jul 2010
Posts: 482
PA
No customer contact from Risk Dept here either.
Last edited by NotDoneYet; 05/30/14 06:19 PM.
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#1928140 - 05/30/14 06:30 PM Re: Contacting Customers for Information Cape Codder
jul1e Offline
Junior Member
Joined: Apr 2012
Posts: 45
Relationship managers always contact the customers at out bank. BSA may be brought in with MSBs but not with normal account activity questions. I would think that would cause alarm to our general customers if we were conacting them directly.

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#1928226 - 05/30/14 08:19 PM Re: Contacting Customers for Information jul1e
Cape Codder Offline
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Joined: Jul 2011
Posts: 413
Originally Posted By: jul1e
BSA may be brought in with MSBs but not with normal account activity questions. I would think that would cause alarm to our general customers if we were conacting them directly.


My concern also, Julie. Thank you all for such prompt responses. Greatly appreciated!
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