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Question 1

What do you do with the customer has a complaint repeat it to allegations of an ethical sales tactics or an authorized account openings but should you do

Answer 1

Identify and authenticate customer and gather enough to get the customers complaints

call the resolution team immediately

log service complete using SVP
contact customers to let them know the resolution

follow up to see a customer was satisfied or dissatisfied and if needed to close the case

Question 2

Fair and responsible lending

ECOA

Answer 2

Equal credit opportunity act regulation b
Available credit without regard to race religion gender or marital status

all parts of applicants income derived from public assistance

program applicant has good faith exercise any right under the consumer credit protection act

Question 3

Credit application and discouragement prescreening

Answer 3

Credit applications must be excepted for any type of consumer credit offered by Wells Fargo

no one Should be discouraged from submitting a credit application

Denial must not be speculated the for the for filament origination center makes a credit decision

Question 4

Wetness team members do when presented with a third-party item for deposit

Answer 4

Review the item for negotiability

make sure all payees have provided proper endorsement

make sure the verified endorsement belongs to the true payee
compare endorsements to account title,

if unable to verify endorsement reach out to an approver review all warning messages

Team members must not look up an account number for anyone who does not have signed authority on the account

Only make a deposit and then present the printed deposit ticket or provide full account number

Question 5

Online wiring enrollment customer Authentication requirements

Answer 5

Verify the customer has authority to make the request

customer must be present
the preferred method of ID is pins swipe and primary ID

the customer does not have a debit card A token question must be used with the primary ID

name of the approver must be documented on the enroll in basic online wire maintain or convert online wire screen and second 90 field

Question 6

Marketing guidelines for college students

Answer 6

Email must be sent to notify education financial services EFS at least two days before attending an event on campus at another location

Question 7

Walk-through opening details

Answer 7

Couth inspector and observe her drive around the branch looking for any Suspicious person or sign of break in

Inspector and observer park safe distance from each other

Inspector enters the baby and locks the door behind a turn off and leave the premises Celar and check all areas to determine know when is this night and there are no signs of burglary

Inspector sets the exteriors signal which is the brown exits the building blocks the door and locks is short distance away to show that they are not under duress
Inspector reenters the building re-locks the door and watches the lookout come into the building inspector and look out set the second interior signal the colored what’s the lookout is safely inside to bank
inspector and look out disarm the vault alarm and open the cash vault
one opener inspects the DVRs to ensure they are operating correctly
Authorized signer told her open is the branch on SVT both signal should not be obvious

Question 8

What are the all clear exterior and interior signals for your ranch how often are the signals changed

Answer 8

Exterior is the umbrella interior is the cone

Exterior is changed every quarter

interior is changed we need

Question 9

When are clear signals put away

Answer 9

When the branch opens

Question 10

What is the duress code for your alarm pad

Answer 10

93557

Question 11

What would you do if there’s an exception for your opening procedure, for example exterior signal is not set

Answer 11

Return to your car and drive safe distance away but you can still observe the call 911 the Wells Fargo security response center

Question 12

SRC STANDS FOR?

What is their phone #

Answer 12

Security response center

1877 494 9355

Question 13

What are your keys and combos

Answer 13

1) Alarm user unique code
2) ATM kaba mas combo 2 3 4 5
3) Key box bottom
4) Night drop key
5) Teddy key
6) Cash locker 10
7) Station 4 left side key
8) Vault B second half combo
9) Locker A,C,D key
10) Vault E,F second half combo
11) Teller safe doors key
12) Master door
13) 2nd half combo safe deposit
14) SVT user Codemo
15) Web admin unique user code

Question 14

What are your closing procedures

Answer 14

Securing of cash and other negotiable instruments and setting of time locks must be completed under dual control other tasks may be complete it individually by the closing

lock the exit doors when the branch lobby close this for business

do not grant authorization access to the branch after the doors are locked

station one team member near an alarm activation device while the second team member assists remaining customer as they exit the branch

verify there are no customers left in the bank verify that all cash and negotiables have been put away
verify teller station Coin vaults Are secure

Verify guard keys are in the vault

search and secured confidential customer information internal procedures Rolodex and etc.

Close all vaults under dual control arm the vault alarm

If the parking lot is adjacent to the branch

the first closing team member exit the branch using the designated exit

once safely in their vehicle they signal to the second team member that it is safe for them to exit the branch

the second closing team member sets arms the alarm system

exits the branch using the designated key door and insures it is locked
once both team members depart the area

if the parking lot is not adjacent to the branch team members should leave as a group
the last To leave must set arm the alarm system unless another team member partner is remaining in the branch

ensure that interior branch lights are turned off prior to exiting unless another team member partner is remaining branch

if Vault is visible from the exterior ensure that the light near the vault door remains on
exit the branch using designated exit door ensure that the key doors locked

Question 15

Who do you report security related incidents to, including workplace violence incidents

Phone number

Answer 15

Immediately reported to security response center

SRC

1877 494 9355

Question 16

When and how to use the secure one time authentication SOTA process

Answer 16

Before providing and your account information to another Wells Fargo team member by Telepan they must be verified by a SOTA code

Question 17

What would constitute a compromised data incident

Answer 17

Team member must report any suspected breach or compromise of sensitive consumer information any combination of the following could be used to identify consumer

name
address
telephone number

in conjunction with one of the following a

taxpayers identification number TIN 
the drivers license number 
and account number 
a credit card number 
A pin or password or security code
 anything that would allow someone to log on to access the customers account such as user name and password team members must immediately report the incident where initial confidential information has been compromised they missed email Their manager and call the security response center

Question 18

What would you do if the regulatory examiner has inquiries related to Wells Fargo advisors

Answer 18

Obtain the examiners business card and view their photo ID to properly identify them asked them to have a seat do you not answer any questions for allow them to review any documents

Non-licensed team members the officer examiner must be referred to a licensed team member or the Wells Fargo adviser financial advisor if neither of the license team members and our financial visor is available the team member must contact wealth
and investment management WIM

A license team member must contact the regional Brokeridge manager RBM

Question 19

How about a nonlicensed or license team member respond to inquiries about non-deposit investment products

Answer 19

Branch team member must NOT
hand out any investment brochures,
offer any investment advisory discuss the merit I have a recommended him and he departs investment with a customer prospect the only action either license or non-license team members can take a stripper customer to the financial advisor of a or CA

Do not order for customer to a licensed team member it must be a financial advisor or direct the customer to investment brochure kiosk

All investment procedures should be placed near designated investment areas not anywhere near the teller line or banker area

Question 20

What transaction canon at a or C a contact on the customers behalf when the customer is not present

Answer 20

FA or CAs are not allowed to authorize any bank transactions on the behalf customers with the customer president except the straight deposit with the preprinted deposit ticket no cash back

Question 21

Complaints for incoming correspondence received that are related to Wells Fargo advisors investment products or in the postman transaction must be immediately referred as follows

Answer 21

License or nonlicensed a member must not Research or resolve complaints on investment products for investment transactions the team member must refer the complaint to the regional program manager RBM or the delegate Brokerage office RBO

If they are not available for for the complaint to wealth and investment management WIM

Question 22

Non-deposit investment products policy requirements for joint meetings

Answer 22

You You can introduce your customer to the FAA attend joint meetings with the FAA where the FAA will discuss the customers investment needs the meetings must be held in the FAs separately identified space or all applicable investment related disclosures and signage or clearly displayed FA must be present all investments related information material disclosure

You cannot make her take part in investment recommendations discuss investment product specific some detailed review or assist in completion or submission of brokerage account documentation including applications provide customer with investment related material transition to discuss any fake product while in the FAA space these discussions me only take place where All FDic signage is clearly displayed

Question 23

What are the requirements when providing a notary who can you provide notary services to

Answer 23

The document signed or must be in the notaries president and signed the document in the notaries presidents notary services must be provided to both Wells Fargo and non-Wells Fargo customers customers and non customers must not be charged a fee for bank or nine bank related notarization performed during normal work hours if providing notary services outside of the normal work hours know if you may be charged for notarizing Wells Fargo related documents notary stamp and journal should be locked in a secure location only the notary has access to

Question 24

Reg Z

for a loan or line of credit what is the proper way to quote the rate to a customer

Answer 24

All loans and lines of credit must be quoted with the annual percentage rate by saying what APR stands for

origination fees are prepaid finance charges and must be included in the APR when rates are being quoted to our customers for loans

all fees when applicable must be disclosed properly wear the APR and the total finance charges may be disclosed in properly

Question 25

What is the branch’s BCP and where is it located

Answer 25

Business continue ET plan an incident recovery procedures manual it is in the teller vault locker

It is used when for example the power goes out

Question 26

Who determines when a random cash account is conducted for the branch manager service manager or tellers

Answer 26

Branch managers must be determined by district managers or area president service managers must be determined by branch managers or district managers and for tellers anyone other than individual assigned to the cash line

Question 27

If you Are assigned as shared key what must you do with the key prior to leaving the building for lunch or at the end of the day

Answer 27

Shirts they must be returned to dual control key box documented on the log the time he returned and initialed for in dual control by two team members one of him is an authorized signer

Question 28

What are your cash line limits

Answer 28

2,000

5,000

15,000 total and

50,000 including locker box 10

Question 29

Walk through the process of handling an incoming Shipment

Answer 29

At all incoming cash shipments must be excepted and signed for in dual control by two members one of whom is in an authorized signer

both team members must bundle or strap count the currency through the plastic bag

verify the coin boxes against ICOM the cash requisition sheet verify the total received against the ICOM or SPT cashbox transaction 611 option 3 if unable to use icom sheet

dual team then signs the shipment stamp located on the icon is excepting along with The date and time
documenting incoming cash and coins on appropriate VRCM log and ensuring dual control compartment

dual team is also required to enter the shipment on SVT admin GL branch settlement

incoming shipments must be open verified same day received accepted

dual team then signs this shipment stamp located on the icon as verifying along with the date and time

Question 30

The process to handle outgoing shipments

Answer 30

Prepare shipment by completing an entry on the VRCM for the compartments from which the cash was removed and to where the bags are held

secure in dual control until shipment is picked up

dual control team releasing the bag must verify cash in sealed bag matches paperwork

team members must verify that identity of the Brinks card by asking to see their brinks photo ID before releasing the shipment

complete an entry on the VRC log for the amount of the outgoing shipments at the time the shipment is picked up

SVT transaction must not be entered until the shipment this picked up

Question 31

Walk through the process of handling incoming mail such as debit cards check orders or statements

Answer 31

All incoming mail address directly to customers such as debit cards check orders or statement must not be opened

team members must document incoming mail in dual control on the electronic mail log add incoming mail record on branch portal same day it is received

once the mail has been locked the dual control team places the mail in a locked dual control compartment

before releasing mail, addressed to the customer in care of the bank customer identification must be verified and customer Must sign the incoming mail release clause

Question 32

How do you process a post verify bag

Answer 32

Post to be or five bags are locked in dual control as soon as it is processed by the teller

teller should explain process of how to properly print and disposition the uncertified commercial transaction report

cash vault post verify
print the commercial deposit

admin >count declared cash > report to ensure all bags are accounted for when preparing the shipment under dual control

Print the unverified commercial depository transaction report
admin >pending transaction> count declared cash

start under dual control remove bags from secured bin
team members sign to except the bags for processing note team members should not except bags that will put them over a side cash for them

Question 33

What do you do when served with a legal order

Answer 33

Accept only if authorized on your authority record

must be processed immediately upon receipt

except the legal order or notice and obtain one of the following items from the server or law enforcement

• business card
• or contact information on a piece of paper that includes name organization they represent phone number

photocopy the following items and attach the copies to the Legal order served

Write the following information in the upper right corner of the legal order or notice
•date and time certain •methods served •he’s received yes or no and amount •team member AU and Mac •team member signature printed name

enter the legal order on the log

Enter multiple orders use the multi function printer to scan the email legal order to LOP

Question 34

Where is your medallion stamp kept

Answer 34

Medallion stamp is secured and maintained dual control at all times and kept them vault safe overnight

Teller cash nest Vault b

Question 35

What do you do with a drivers license that is left behind or turned into you

Answer 35

Log on articles found on bank premises and retain card log form and lock in dual control

retain for 90 days

Question 36

What do you do when you find a valuable or cash in your branch

Answer 36

Immediately put valuables were $60 in total control and log articles found and retain card to log

Do not put actual cash in dual you must follow this procedure to complete a general ledger

credit ticket to miscellaneous income account print detailed description of the circumstances

date Time location where it was found then process the general ledger credit with the cash and ticket through proof fill out articles found retain card log under GL section

Question 37

Really calls team members understand Americans disability act’s requirements

Answer 37

Incoming calls from an individual using TRS except the call and provide individual with the same service that would be provided to look at color not using TRS the color must be authenticated as we quired based on the information for transaction being requested and is the same manner as the color not using TRS process the credit the request according to policy required procedures outgoing calls to an individual requesting the use TRS did all the customers telephone number if not automatically connected to TRS dial 9711 or diaState specific telephone number listed until it mean telecommunications really service directoryl

Question 38

What steps do you follow to let someone into their bank assisted safe deposit box what if a customer wants a guest to view the box also

Answer 38

Obtain primary ID from customer requesting 1010 bucks unless the customer is known

look for warranty jackets and verify all signatures have been obtained

Customer side entrance record before entering the Ville area

Team member verifies the customer and completes the date and time then initials the entry card

Team member takes entrance card to verify the number on the card and box matches

after removing box, lock the door, remove card key and return customers key

if customer views box in Vault, The team member must stay in the vault

encourage the use of the safe deposit room

team member must ensure no items are left behind in the viewing room before returning to sleeve to the box

take entrance card and verify the number on the card in the box matches before reopening the customers visitors may enter the ball area customer wants Guest in viewing room the season to sign a written statement authorizing guess to accompany the viewing area

Question 39

For a deposit box what is the proper way to “the interest rate to look customer

Answer 39

Annual percentage yield

Question 40

When must you submit a suspected financial abuse report

Answer 40

When a team member has knowledge I have been made aware of an incident that reasonably appears to be financially Buse of an elder actions must be completed within one hour escalate incident to a manager and obtain approval to follow report complete insists submit a suspected financial abuse report form to the elderly financial abuse department search for elders on online form

Question 41

What do you do if a customer asks for an auxiliary aid or service

Answer 41

Tech to open ATM exhilarates telecommunication device for death tell Tete typewriter telephone really service can be provided immediately I’ll team members should know of regional banking 88 auxiliary aids and services orders form available on form online

Question 42

How was the ball balance and how often mustDo you balance the vault

Answer 42

Under dual control cash must be bundled counted independently by two team members one of which must be an author I signer else maybe balance on SVT each day the branch is open no additional transactions are permitted after the ball is balance otherwise the vault must be rebalance the dual team balancing the vault must enter it on SVT 614

Question 43

What is your responsibility when allowing vendors to secure the work area during business hours

Answer 43

Team members mess up teen the proper identification and authorization and ensure that there is a business needed before allowing the following persons access the branch working areas contact the appropriate area if a vendor is unable to provide information that confirms their visit such as the ticket emperor or other documentation