Misc

Question 1

How long is teller paperwork kept?

Answer 1

7 years

Question 2

What would you provide to the customer that would like I go about our funds availability policy and when?
Where would you locate the item?

Answer 2

BMO handbook

Question 3

Reasons to put an extended hold on an account deposit

Answer 3

Case by case
- new account
- reason to doubt funds

Question 4

What are authentication steps In identifying account owners in TPT?

Answer 4

Card in pin pad and PIN is preferred. Over $3,500 requires an additional form of I’d

Question 5

Info to be collected for beneficiary of a CTR require end transaction?

Answer 5

Tax id
Tax id type
Address
Occupation
Beneficiary validated

Question 6

CTR emerged into from a conductor?

Answer 6

If conductor is a beneficiary, fields auto populate.
If not,
Id type
Issuer of id
Number for id
Conductor validated check box

Question 7

Provide examples that would not be acceptable as they are not specific ?
What’s acceptable?

Answer 7

Retired

Retired - former teacher is acceptable

Question 8

Where would we direct a person if they come inside in a scooter or wheelchair?

Answer 8

To an ADA height counter , if they prefer

Question 9

Under ADA what accommodations does the bank need to make

Answer 9

Lots. Ramps, braille, keeping areas clear inside and out, show care and respect, service animals can come in with no questions, relay service etc

Question 10

What to do if someone wants to apply for a credit card over the phone

Answer 10

• set an appt with someone for them to come in
• OR help them locate the APPLY NOW application on BMO.com
• OR transfer them to BMO virtual connect 1-800-546-6101

Question 11

When would you complete a MIR?

Answer 11

TPT will auto atically ask whe. Threshold is over $3000 in one day

Question 12

What are situations s that an employee can bypass a MIR

Answer 12

-cash advance
- savings bond redemption
- on us check cashed
- home equity / line of credit withdrawal
-processing error

Question 13

What to do when a customer asks for a fee reversal

Answer 13

• empathize
• bring customer into session in TPSS
• review all critical notes
• look at 90 days of transaction history
• locate fee and click link to look closer
• go back to general tab and access the deposit products tab
• discuss fee with customer
• refer to next steps column in 20.12 to know how to finish