Quiz Questions? Flashcards
What Space on The Vault do you go to find most information that pertains to your job?
Retail Banking
T or F?
The Reg E Disclosure is located on The Vault/Retail Banking Space/Banker Resources/Banker Forms & Logs and is handed out with every new debit card that is created?
True
What is The Vault?
System that contains policy & procedures
Where do you find the Exception Reports? When should they be reviewed?
The Vault/Retail Banking Space/Banker Resources page; Daily
What System/Website do you access to submit a Credit Card Application or find information on Credit Card Products offered by Busey?
Elan
What system do you access to look up customer checking or savings account information?
SilverLake - Customer & Account Inquiry
T or F?
Sales Resources can be located on The Vault under Retail Banking Space/Sales Support.
False
Where do you locate the Retail Weekly Communication?
The Vault/Retail Banking Space
What system can you use to send a quick message to another associate?
Webex
Where can you locate the “Department Contact List”?
The Vault/Retail Banking Space
T or F?
The New Account disclosures and Terms and Conditions are located on The Vault/Retail Banking Space/Banker Resources/Banker Forms & Logs page and are handed out with every new account that is opened?
True
What system do you access to review and send emails?
Outlook
What system do you access to perform customer maintenance or open/maintenance accounts?
Argo
T or F?
The Image Statements Option in Silverlake can be used to reprint a monthly statement for a customer.
True
T or F?
A debit card with a Hot Card status may be reactivated.
False
Who can have information on an account?
All listed signers once verified
What option is used in Silverlake to review current and previous account/loan History?
History
What information do you look up in Quick Assist?
Debit Card Transactions
Under which Related Function in Silverlake can you locate a copy of a Signature card or other documentation for an account?
Document/Image Inquiry
T or F?
Anyone who has a SmartLimit listed in SilverLake can be told what that limit is without any explanation of how the limit can change.
False
What information do you look up in 4/sight?
Images of Items
T or F?
The Document/Image Inquiry option can be used to reprint transactions for a specific timeframe or since the last statement for a customer.
False
T or F?
In Silverlake you would find a customer’s current address in the Additional Addresses section.
True
What is the correct way to sign out of ArgoKeys?
Operator/Sign Off
Where can you confirm the Statement Cycle for an account?
Account Inquiry/Statement Tab
What information do you look up in Banno?
Online Banking
Where can you locate/view and print an image of a check that has cleared a customer’s account?
History, 4-Sight
What items must be collected to comply with CIP requirements for an Adult Individual opening an account?
Date of Birth, Social Security Number, Physical Address, Valid Primary ID
Where are the Service Excellence Maps located?
The Vault
T or F?
The Verafin Risk Rating Questionnaire must be completed when opening a new account
True
What options can you leave blank in Verafin?
None
What is a viable reason(s) why an account owner can be removed from an account?
Death
Where do you go to order checks for a customer (personal or business)?
ArgoKeys
Tickets need to be created if an account is closed in Argo and the funds are put into another Busey Account.
No
T or F?
Wet signed Reg CC hold notices etc. get placed on the K Drive/SynergyDocumentImage/Customer folder.
False
T or F?
The Debit Card “Cardholder Disputed Item form” is located in Quick Assist.
False
What secondary function needs to be completed to submit a completed debit card dispute?
CRM Service Event
What system do you use to place change of address for a customer?
jhaEnterprise Workflow
What system(s) do you use to create & print a new debit card in the branch? Select all that apply.
ArgoKeys, Card@Once
T or F?
Busey’s Vision statement is “Service Excellence in everything we don’t do for our Pillars”.
False
Busey’s 4 Pillars?
Associates, Customers, Shareholders, Communities
What information can be updated on a personal or business profile in ArgoKeys that does not require a form to be signed by the customer?
Phone Number, Security Questions, ID Information
The Service Excellence Standards include:
Greeting the customer, Using the customer’s name at least twice, Ensuring the customer’s banking needs are fulfilled, Offering additional assistance, Thanking the customer for their business
T or F?
You can take a transfer of funds request from anyone and move money to any account regardless of who owns the accounts.
False
What does POD stand for?
Payable on death
T or F?
A Reg CC Hold MUST be placed on all checks over $10,000.
False
T or F?
A Name Change requires documentation to be signed in person or via e sign to complete the changes.
True
When should you review the Exceptions Reports page on The Vault?
Daily
When quoting deposit rates to a customer you quote them in this order:
APY then APR
What is the best first step to take when creating a brand new Personal or Business profile in ArgoKeys?
Searching for the person or business using their Tax ID Number/SSN or EIN
T or F?
A completed/signed Cardholder Dispute form is saved on the K drive.
False
T or F?
POA stands for Power of Attorney and requires paperwork to be created or presented and approved to be added to an account.
True
T or F?
Savings/Money Market only customers can make as many withdrawals as they would like at the ATM from their Savings or Money Market accounts without any penalties or consequences.
False
What information should be confirmed with a customer who calls in to get information about an existing account?
Inquiry Code if available or Internal Code Questions or Statement Questions if Inquiry Code is not available
How should you respond to a customer who calls or comes in and asks a question that you do not know the immediate answer?
Tell them you will find the right person to get the answer and get back to them
The first step that should be taken when an existing customer comes in to open a new account is:
Review the current profile and accounts the customer has to help determine information that needs to be collected or updated, along with the type of account to open
What document needs updated and signed if a customer is adding a person as an owner to their Foundation Checking account?
Signature Card
What items should be reviewed or closed if a customer is closing their Foundation Checking account?
Account History for pending items or cleared checks, Address on file, Holds and Ready Reserve or Negative account balances, Proper Ownership of person closing account
T or F?
HSA stands for Handy Savings Account
False
T or F?
An HSA can have a joint owner.
False
T or F?
Synapsys (CRM) is used to record notes about conversations with a customer and create
service tickets.
True
What items are needed to open a new Safe Deposit Box (SDB) for a customer?
Safe Deposit Box lease, Record of visit card (green in color), Single-use entry slip, Two keys to the box being rented
T or F?
Anyone is eligible to open a Checking, Savings, CD, IRA, or HSA account with Busey.
False
What does IRA stand for?
Individual Retirement Account
T or F?
There is a fee to process a Transfer Request to move a customer’s matured IRA from Busey to another bank.
True
Is “Retired” a valid Occupation to list in ArgoKeys or Verafin?
No
T or F?
Phone calls coming into the branch should be answered by the third ring.
True
Where can the Account Closing forms be found on The Vault?
Retail Banking Space/Banker Resources/Banker Forms and Logs
Where on The Vault can consumer and business account product information be located?
Retail Banking Space/Products & Services/Consumer or Business Product & Services, The Vault/Launchpad/brand cloud/Digital Downloads/Sales Sheets, Retail Banking Space/Retail Training Resources/ New Hire Training Resources/Teller Training Deck
Who in your branch can assist with changing and account from dormant to active status?
Service Manager
T or F?
The Service Manger Out of Office Contact List is located on The Vault on the Service Support page.
False
T or F?
A StartFresh Checking Account is available for any customer to open with Busey.
False
T or F?
Pillar Banking is the only personal checking account that offers free basic checks.
True
T or F?
A customer who qualifies to open a Student Checking can have a Debit Card if they are 13 years old and have a adult on the account with them.
True
I am locked out of my computer and need assistance getting it unlocked. Which is my best option?
Use SpecOps Reset Password option or call IT
T or F?
You must run OFAC on CDs since they are a “Long Term” investment.
False
T or F?
If a customer has a Debit Card mailed to them, you can issue them a “Temporary” Debit Card until the other one gets to them.
False
How many Control Individuals can there be on a Business Account?
1
When can you close a CD without Penalty? Select all that apply.
At maturity or When an owner(s) of the CD passes away
What type of business needs to have ChexSystems run on them?
Sole Proprietorship
T or F?
You need to run OFAC when a customer purchases a Monetary Instrument.
True
T or F?
We are NOT able to verify funds on a check for customers who call in requesting that information.
True
When do Beneficial Ownership rules apply to a business?
When anyone owns 25% or more of the business
What are additional methods a customer can utilize to place a travel notice or change a travel notice on their debit card without assistance from a banker?
Contact Customer Care or Use the Busey Mobile App
What system do you use to put a travel notice on a Debit Card?
QuickAssist
T or F?
OFAC needs to be run by the Banker every time you open an account.
False
T or F?
When updating signers on a Business Account, the Resolutions don’t need to be updated.
False
T or F?
13 is the minimum age to get a debit card.
True
Verafin need to be run when opening the following account types
Checking Accounts, Money Market Accounts, Savings Accounts
What is the maximum amount a potential customer can owe another financial institution (showing on ChexSystems) and still open an account with us?
$3000
T or F?
A Verafin Risk Rating Questionnaire must be completed for each account owner at the time the account is opened.
True
T or F?
A new Signature Card will generate when adding a Beneficiary (POD) to a personal account.
True
T or F?
We are allowed to give customers their account number over the phone.
False
T or F?
A CIF must be created to add a POA who is not a current bank customer to an account.
True
How many active custodians can be on an UTMA Account in Illinois?
1
T or F?
You can have a debit card with only a savings account
False
A signed Stop Pay is good for how long?
6 months
T or F?
Only the customer listed as “For Benefit Of” can conduct transactions on a Rep Payee Account.
False
T or F?
Only certain accounts are eligible for Overdraft Advantage.
True
How often do savings account statements generate?
Quarterly
T or F?
Disclosures only need to be given to new customers.
False
What are the monthly charges for the StartFresh Checking Account?
$6.95 with Direct Deposit
$9.95 without Direct Deposit
How long is an account considered a new account under Reg CC?
30 days
T or F?
A customer can be put in a Student Checking Account as long as they are enrolled in school.
False
If a Single or Multiple Check Stop Payment form is not being signed today, the expiration date should be how many days from the date requested?
14 days
How much is a Stop Pay?
$35
IT needs me to find the IP address for my computer. Where can this information be located?
On the OKTA/IP Address tile
A person comes into the bank with a safe deposit box key and wants to access the box. The person is not on the Lease of the box they are asking to access, however has POA papers in hand for the person who is on the box. The POA does not mention safe deposit boxes. Can you allow them access to the box?
No
If a customer presents Trust Documentation to open a brand-new Trust account, what you should you do?
Collect a completed and notarized Certification of Trust (sometimes called a Trust Synopsis) or give them a blank Certification of Trust form to complete and bring back
What does CD stand for?
Certificate of Deposit
T or F?
Busey’s Vision statement is Service Excellence in everything we don’t do for our Pillars.
False
A customer comes into the branch and states that they think their granddaughter has stolen some checks on her checking account and wants to place a stop payment on those items. You should:
Accept the request to place a stop payment on the stolen checks, Open a new account and close the existing account
A customer asks for your advice on whether they can or can not add more money to their Traditional IRA for last tax year, you should:
Explain to them that they need to speak with their tax advisor to confirm if this allowable before you proceed
A customer comes into the branch and states that their debit card has been compromised and wants to get a new card but insists on needing the same number. Can you honor this request?
No
What are Busey’s 4 Pillars?
Associates, Customers, Shareholders and Communities
T or F?
If an account has a banner message that says “ESI”, that means the account is enrolled to receive E-Statements.
True
If one of my systems is down, the best course of action would be to:
Submit a ServiceNow ticket
T or F?
Information located in the ACH Warehouse option in Related Functions in SilverLake can be provided if a customer asks.
False
T or F?
Customers must sign a Debit Card Disputed Item Statement form to dispute a Zelle transaction.
False
Please select the steps you would take for completing a debit card dispute.
Fill out a Debit Card Disputed Item Statement Form, Enter the transaction(s) being disputed into a CRM event, Attach the signed Debit Card Disputed Item Statement Form to the CRM event, Close out the debit card and issue a new one
Who should be listed as the 2nd Servicer on a consumer account being opened in ArgoKeys (excluding accounts sent to you from Private Client or other LOB’s)?
The Banker opening the account
Where can you look in Xperience/SilverLake to see who might have previously assisted a customer that is calling in or come into the Service Center for assistance?
CRM
What is Quick Assist used for?
debit card trans
T or F?
Image Statements and Activity Statements are one in the same
False
What additional information should be provided to a customer if they ask for their Smart Limit amount
The amount can change at any given time, There will be a $35 fee for each item/transaction that makes the account negative
The system(s) that should always be open while at a Banker desk.
Outlook, Xperience/Silverlake, ArgoKeys, JHA ID Scanner, the vault
If a customer calls Customer Care and they request maintenance on their account, who on the customer profile in SilverLake will Customer Care contact to complete the request?
The Relationship Manager
T or F?
A customer’s username for online banking can be found in the customer’s NetTeller/Digital Banking ID profile in SilverLake.
False
T or F?
If a POD is listed in the Banner Messages on an account, it is not necessary to review the most recent signature card to verify that it is stated there as well.
False
T or F?
The Physical address and Mailing address listed on the system will always be the same for a customer.
False
What system and function are used to complete name changes for customers?
CIF Maintenance in ArgoKeys
A foreign customer with an existing account just received their new Social Security Number. What form needs to be filled out, signed by the customer and uploaded to the K drive to get the SSN updated in our system, and Where is the form located?
W-9, ArgoKeys / CIF Maintenance / Print Maintenance Forms / Customer Misc.
T or F?
The FDIC insures up to $250,000 per depositor, per bank, for each account ownership category for checking, savings, Money Market and Certificate of Deposit accounts.
True
Where are the “Consumer Fee Refund Guidelines” located on The Vault?
Retail Banking Space / Banker Resources / Banker Maintenance
A NEW foreign customer (without an SSN) comes into the Service Center to open a new account. What form must be filled out, signed and uploaded? What information must be collected from the customer to fill out this form?
W-8, Address in country of citizenship, foreign tax identification number
What is the fee for Busey to process an IRA transfer?
$50
Address changes are completed in what system/process?
Workflow Queue
T or F?
If “Action” in ChexSystems states “Accept”, we do not need to review the remained of the report.
False
T or F?
A customer requests to add her spouse as Power of Attorney on her Health Savings Account. You do not see any POA paperwork on file so you advise her that she needs to see an attorney to obtain proper POA documentation before you will be able to complete her request. Is this accurate?
False
T or F?
A Beneficial Owner must be a signer on the business account.
False
T or F?
A Business account Resolution must list every signer that is on a business account.
True
To avoid a service event being created, what additional form must be completed accurately and attached to every Business account that is opened or updated when uploaded; and where can a blank copy of the form be located?
Entity Authorization Resolution; In ArgoKeys - Utilities>Blank Forms>Account Setup-Checking/Money Market
Who should be listed as the 2nd Servicer on small business accounts opened at a Service Center (excluding those sent from Treasury Management)?
The Service Manager at the Service Center where the account is being opened
T or F?
Automatic Fund Transfers (AFTs) are completed in the Workflow Queue.
False
Automated Fund Transfers can be added to an account if:
Both accounts are Busey accounts, The signers are the same on both accounts., The customer signs the AFT form
T or F?
When creating a new CIF record for a new Trust where the Trustee(s) is still alive, an EIN for the Trust must be provided .
False
What documentation must be completed/provided by the customer/Trustee(s) to create a new Trust CIF?
Certification of Trust
T or F?
When creating a new CIF for an Estate, the customer/Executor(s) must provide an EIN for the Estate.
True
T or F?
An account owner on a consumer/personal account can be removed due to a divorce.
False
Personal and Business Account Disclosures and Terms and Conditions need to be printed and reviewed every time a customer:
Opens a new account
What is Banno used for?
Online banking
T or F?
Quick Assist is primarily used to look up a customer’s online banking history.
False
T or F?
Synapsys Procedures are located on the Retail Banking space of The Vault
True
T or F?
The Verafin questionnaire should only be completed with information about the account that is being opened that day.
False
Service Excellence calls are made throughout the first _______ months that an account is open.
12
T or F?
Accounts coded as “Child” when setting up a Sweep, fund the account coded as “Parent” if/when the “Parent” account would go negative.
False
Where are Product Change Requests submitted?
CRM/Synapsys
A Tickler in CRM/Synapsys is used to:
Set up reminders to follow up with customers
T or F?
When a Power of Attorney (POA) is added to an account, it does not show up on a signature card.
False
When a Debit Card dispute is ready to be submitted, where does it get scanned and uploaded/attached to so it can be processed?
CRM
The Reg E form needs to be handed out twice (once for review by the customer when it is blank, and once after is has been completed and signed for their records) to every customer who is:
Receiving a brand- new debit card
T or F?
A Verafin Risk Rating Questionnaire must be created/updated and submitted for each account owner at the time when a new account is opened.
True
If a customer is opening a Foundation Checking account and would like to receive a debit card, what form must be printed, reviewed, and given to the customer prior to the account opened and card issued?
Reg E Consumer Overdraft Consent Form
Who is classified as the “Custodian” and the person who can transact on a Minor Savings account?
The Adult or person over the age of 18 on the account with the Minor
How many owner/signers are allowed to be on an Individual Retirement Account (IRA)?
1
