Product Knowledge Extended Knowledge Operations Operations 2.0 Teller Scorecard
100
Home Equity Line of Credit
What does HELOC stand for?
100
8-Roots in the Community
How many volunteer hours do you get paid for a year and where do you log the hours?
100
Always (if you hand is not in it)
When must your bottom Teller drawer be locked?
100
Technically no, but Southern WI rule is - YES.
If I am directly in front of, but turned away from my computer does my screen have to be locked?
100
96% or higher
What does your teller Satisfaction score have to be to get 100% scorecard credit?
200
Choice Checking
What checking account get free Associated personal and cashiers checks?
200
Dan Fink (except Stateline Market)
Who is our merchant rep?
200
False: Must always be locked. Treat just like your bottom cash drawer.
True or false: The vault workroom door or day gate can be left open before and after the lobby closes as long as no customers are in the branch.
200
You don't, send them to customer care or they can visit a branch and you can schedule an appointment
What process do you follow prior to updating an address for a customer over the phone.
200
$10+
What is the dollar amount of the unrecovered variation that can impact your scorecard?
300
$25
What is the minimum a customer can open a savings account with?
300
$500 off closing cost
How much can Private Banking, first-time homebuyers, and Bank at Work customers save in closing cost?
300
Review the check for the 7 items of negotiability and endorsement, then explain that the check must be deposited.
Customer has 5K in account, they have a not on-us check to cash for $3,104.76, what needs to be done before cashing the check for the customer?
300
Two colleagues together, both focused on the task at had for the entirety of the procedure.
Describe dual control.
300
minimum of 10 surveys*Becomes team Teller Satisfaction if # of surveys not met
How many surveys does a teller need to have to qualify for Individual Customer Experience: Teller Satisfaction rating?
400
18 months
How long is the 0% for the platinum credit card?
400
1.00% BIZ MM, Up to $500 off closing costs ,$300 BIZ checking, Up to $500 with merchant
Name 1 offer with the current business banking specials?
400
False
True or false: rolled coin can be kept in a coin tray as long as it doesn’t exceed the total amount that tray could hold.
400
Ask the Auditor to take over dual control.
When assisting another colleague and the auditor with a procedure that requires dual control, what must be done before you can walk away?
400
CEM-Satisfaction with Teller, CEM- Branch Satisfaction (both top box), Unresolved Variations, Out of Balance Occurrences
NBP
Name the 5 areas that are on the teller scorecard
500
Daily balance of $1,000 OR DD or MD/$500
OR $2,500 combined deposit accounts OR HSA
How do you avoid the $9 fee for balanced checking?
500
Colleague Resource Group-7-Cultural Awareness-Pride & Equality-Women's-Black-Forward Abilities-Veterans -Young Professionals
What does CRG stand for and how many do we have?
500
True
True or False: Coin trays can be left out on the counter while a colleague is at lunch
500
Under the Community tab on Associated Central and on the Consumer Information posted in the lobby of each office.
Where can you find information on CRA to share with a customer on the intranet, and in branch?
500
Flagship/High Growth-5-6
Moderate/Stable-3
What is the monthly referral expectation for full-time Tellers?






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