Learning Objectives
By the end of this training, you will be able to:
Recall compliance rules and regulations with respect to accepting deposits and issuing checks as an officer of the bank.
Demonstrate how to follow regulations and deal with difficult situations while still ensuring your client is happy.
The Characters
Morgan National Bank has been serving its clients for a long time with the help of its efficient and customer‑friendly staff. Lila Reynolds is an A-list client of the bank. Joy Lopez is Lila’s relationship manager and an officer at the bank. Lila has been Joy’s client for over 10 years. Even their daughters are friends. She has always been a client in good standing and has earned Joy’s trust.
Lila
Reynolds
Client
Joy
Lopez
Relationship
Manager
The Scenario
As a Relationship Manager at the bank, Joy has many responsibilities. She is expected to comply with various banking rules and regulations, and to make the right decisions even in difficult situations, all without offending her clients.
Play the video to see what Joy does in this situation and answer the questions that pop up along the way.
What should Joy do after depositing Lila’s check?
Select your answer and click Submit.
Issue a check for Lila on the same day based on their professional relationship.
Issue a check to Lila after the check she has deposited clears.
Get her manager’s approval to issue a check to Lila on the same day.
Should Joy make an exception for Lila and should she skip filling out the form?
Select your answer and click Submit.
Yes, she should make an exception and should skip the form.
No, she should not make an exception and should fill out the form.
Which potential fraud does this scenario depict?
Select your answer and click Submit.
Leveraging
Lateral funding
Standardizing money
Structuring
Points to Remember
Here are a few key takeaways for officers of the bank from this scenario. They must:
Always follow all banking regulations, such as the Bank Secrecy Act.
Fill out the necessary forms when accepting deposits over $10,000 from clients and report the amounts deposited to the government.
Never make an exception to any banking rules for a client, regardless of:
their personal relationship with the client,
the client’s proven credibility with past loan repayments, and
the bank’s long-standing business relations with the client.
Carry out their responsibilities and follow all banking regulations but also handle difficult situations involving clients as pleasantly and professionally as possible.
