08/11/2019
I am a security officer for a financial institution. We had a robbery where a gun was shown to the victim teller. Today she entered my office to tell me that she saw the robber last night in a local store. Did she or didn’t she? How should I proceed?
08/04/2019
I am working next to a man who told me he purchased a new gun. He was talking about how much fun it would be to chase the CEO across the parking lot. Two years ago, he survived an active shooter incident.
07/28/2019
What is happening to Sarah? She was always so friendly! The last two months she has been a bear to work around. Today Sam said his dog had died, and she told him to “suck it up!”
06/23/2019
The account holder was screaming at me that our institution was worthless. Finally, I found out that no one called them back as promised. It was very hard for me to get the person to believe how could we have handled this better?
06/16/2019
A local business owner posted this on a social media website. “ As a business account I was told by the teller not to come in just before closing as the teller had too much to do at closing time.” What should we do now?
06/09/2019
I had to handle a problem today with a loan customer. Our drive-up window doesn’t handle certain transactions to speed up the line. Last night he tried to pay off a loan at the drive-up that resulted in our teller refusing the transaction. He became extremely angry that he couldn’t perform the payoff until today.
06/02/2019
What is the most common gap in banks’ wire transfer fraud prevention programs?
06/02/2019
We use challenge questions when we don’t know the account holder on the telephone. Today a customer went wild yelling at our call center person for asking to many questions. We tried to explain that it was for his protection, he began to swear at us. I had the teller hang-up the phone could we have handled this better?
05/26/2019
What are the annual U.S. losses to wire transfer fraud?
05/26/2019
Working on the teller line I have decided I no longer want to handle someone who carries concealed weapons. How would be the best way for me to handle it at the teller line?