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.
What is the most common gap in banks’ wire transfer fraud prevention programs?
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?
Is there a procedure that Reg E says we must follow to investigate a claim?
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?