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#2195776 - 10/18/18 09:17 AM Teller Questions
terpsfan Offline
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Our tellers are instructed to ask questions through casual conversations regarding purposes of large cash transactions. Does anyone have some sample questions or procedures on how frontline tellers can gather information to determine source or use of fund?

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#2195816 - 10/18/18 03:08 PM Re: Teller Questions terpsfan
bcompliance Offline
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Yes, we tell them to ask for the source of funds.
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#2195969 - 10/19/18 04:26 PM Re: Teller Questions terpsfan
Susan Offline
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Our tellers are instructed to say something like "Wow, you must have had a big garage sale/sold your car/won at the casino!" depending on the amount of cash.

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#2195971 - 10/19/18 04:32 PM Re: Teller Questions Susan
HappyGilmore Offline
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Pulling people out of the ditc...
Originally Posted By Adanna
Our tellers are instructed to say something like "Wow, you must have had a big garage sale/sold your car/won at the casino!" depending on the amount of cash.


and how often does this elicit a response from a customer? You are much better being up front with the customer, specifically asking for source of funds, then trying to be sly about it.
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#2195986 - 10/19/18 06:09 PM Re: Teller Questions terpsfan
terpsfan Offline
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Do you ask for the source on all cash or just cash transactions over a certain threshold?

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#2196005 - 10/19/18 08:02 PM Re: Teller Questions HappyGilmore
Susan Offline
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Joined: Mar 2018
Posts: 75
We have a good response rate from customers. Since it's all in the context of conversation, they usually are more than happy to talk about it. As a community bank, especially with an older customer base at our main branch, we would get little to nothing asking direct questions about where customers got their cash. It's been our experience that the people who aren't going to answer in a conversation aren't going to answer a direct question either. I don't think it's sly; I think it's using conversation as a tool to find out the information we need.

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#2196029 - 10/19/18 11:56 PM Re: Teller Questions terpsfan
TryingtoComply Offline
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Adanna,

I've seen this approach work and I think it depends on the teller. Some individuals just aren't comfortable being too direct.
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