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Retail New Hire Training

Day 4: Exploring SystemsChecklist Completed:  Xperience Videos: 1 & 3 “New Kids on the Block”Customer & Account InquirySynergy & 4SightTeller MenusAlliance Bank Website for Products & ServicesAB Connect- Retail, Operations, Risk, Treasury Management Pages, and Searching for documents and procedures.Date: ____________________Signature: __________________________ _______________________________

Customer and Account Inquiry LookupPractice using the search criteria or the quick search bar on the top left. Most Common Search Options Are: • Search by Name• Soc. Sec Number• Full account number or last 4 of account number followed by(*)Search 4 different customers and accounts by using these methods: (Use these customers to go through the following 4 slides)

Understanding Customer Profile (CIF)• What is a CIF #?• How many active accounts does the customer have?• What is the relationship of the customer to the account?• Where is the customer’s basic contact information and does anything need to be updated? • Do we have an updated photo ID?• Who is the officer on the CIF level?• What accounts are associated with the customer profile?• What is the Relationship Summary for Deposits and Loans? Direct/Indirect • Does the customer have an Inquiry Code? (Verification Code)• What is the original customer date? (how long have they been banking with us?)• What is the last contact date? • What is the Financials and Risk Tab? • What is the customer’s occupation?• What is the Tax Information Tab?

Understanding Demand Deposit Account Inquiry• What is the account type? • Who are the owners of the account? • What is the balances on the account? • When was the account opened?• Who is the officer on the account level?• Is it an interest-bearing account?• Look at the Statement Tab, what is the statement cycle, statement preference?• Look at the NSF/OD tab, does this customer have overdraft protection? What is unused?• Look at the Exceptions Historical Tab, what is the customer’s NSF/OD history over the last quarter?• What banner messages do you see on the account? (Messages, Memo Posted, Sweeps, Stop pays)• Is there a Debit Card tied to the account?• Click on related functions HISTORY, view the most resent history of transactions.

Understanding Loan Account Inquiry• What is the loan account type? • What are the relationships of the customer to the loan?• Who is the officer on the loan?• What is the original loan amount?• What is the current balance on the loan? • What is the payment amount?• What is the current payoff?• What is the interest rate and daily accrual?• When is the next due date?• What banner messages do you see on the account? (Messages, AFT) • Click on related functions HISTORY, view the most resent history of payments.

Understanding Time Deposit Inquiry• What type of CD is it? IRA/CD? • What is the term and interest rate?• What is the current balance?• Is there a hold on the amount?• What are the customers relationships to the CD?• What is the maturity date? • When was the CD opened?• Is there a penalty of early redemption?• Look at the Interest and Penalties tab.• What is the penalty type code?• How is the interest disposition?• Is there a banner messages you see on the account? (Messages, Holds)• Click on related functions HISTORY, view the most resent history of transactions and interest payments.

Branch Names/NumbersHours and Processing Times01 Sulphur Springs Main SS Drive ThruSS SouthtownSS Express02 Mount Vernon Main03 Mount Vernon Cypress04 Mount Vernon Brookshires05 Wolfe City06 Commerce07 Greenville MainGreenville Drive ThruGreenville Express08 Rockwall South09 Rockwall North10 Plano11

Related FunctionsOptions differ based on if you are on the Account level or CIF level and if you have access to the function. CIF level - Commonly UsedAccount level- Commonly Used

Related Functions(Continued)You can search for documents related to the customer or account level. Example: Signature Cards, CIP documents, photo IDs, etc. Process a transfer from one of the customer’s account to the same customer’s other accounts with our bank. We do not charge the customer a fee for making a transfer if they are present. We do charge a fee if they call to make a telephone transfer. You can select this option under the customer’s CIF or account number to view what inquiries were done. You can also see if they viewed the account through online banking. This is a helpful tool when a customer calls the bank and doesn’t remember who they spoke to last time about their account. This is a log that records who/how the account was viewed.

Account HistoryWhen processing transactions for a customer, it’s important to look at the transaction history to see if this is normal activity for a customer. Customers will present items for deposit and cash. It’s our job to look at the items and determine the risk. Is it normal activity for the customer? It’s ok to politely ask question about the items if you feel it might be fraud and cause financial loss to the customer. You will learn about Reg CC Holds and how we can use these to protect the customer and the bank. • Clicking on the icon: • Debit card transaction- will give you more detailed information about the transaction• In clearing Check/Deposit – will give you the image of the item and you can see the front and back of the item• Transaction set will provide you of detail information that about all items within that transaction. • Posted: date in which the item cleared• Check number of item• Transactions description• EFT Description• Amount • Balance

Account History (continued)Other types of transactions you will seeACH Credits & Debits- (Automatic drafts that are being credited or debited using the bank routing number and customer account number. These are usually payroll direct deposits or automatic payments set up for loans or monthly bills.)Wires- (incoming and outgoing)Memo posted items- (Items that are clearing today)

Balance Calculations• Available Balance is what is available to the customer to access from their account. This balance also includes any overdraft protection they may have. • Collected Balance means the current balance in the Account less the amount of check deposits that Bank is in the process of collecting. • Current Balance is the previous day’s balance and any items posted. This does not include memo posted items. • Hold Amount would show any holds placed on the account• Closing Balance collected balance for closing account, would need to consider memo posted and uncollected items before closing an account. Balances on Acct. Inquiry

Stop PaymentsClick on Stop payments to see information on which items are being stoppedIt could be a check or an ACH item, no stop payments can be placed on a debit card transactions. In order to stop a charge on a debit card, you must cancel the customers debit card and order them a new card with a new debit card number. Our teller system will pick up these stop payments when processing customer transactions. Stop payment forms must be signed by customer if done in branch or taken over the phone. ***Customers can also place stop payments through their online banking/app and no signed form is needed***

Debit Card Basic InformationCard Status Card information: • Associated Accounts• Transaction Information• History• POS limits / Cash withdrawal limits• Consumer - $2500 POS $500 Cash• Business- $3000 POS $500 Cash• Temporary Raises • Travel Notifications• PPCF Travel and Phone • Fraud Alerts notifications

Debit Card Important Numbers

AB Debit Card Features • Card Swap – assist customers with changing their debit card information with current vendors when a card is canceled, and new debit card number is assigned. This feature is located within our online banking. • Card Fraud Center- Will contact our customers 24/7 when fraud is detected.• Card Controls-My Card Rules allows the customer to receive notification alerts on their mobile device when a transaction is processed on their debit card. They are also able to turn their card off and on if lost and restrict certain card transactions.

AB Debit Card Features (continued)

XperienceSynergy & 4Sight SearchAllows you to search for a document within a certain application/cabinet and reportExample: Reg CC holds notices imagedSelect Institution: Alliance Bank, Application/Cabinet: Miscellaneous, Report/Type: Reg CC NoticesExample: Night Drop LogsSelect Institution: Alliance Bank, Application/Cabinet: Miscellaneous, Report/Type: Night Drop Logs Find ReportsAllow you to search for reports that are saved in synergyExample: Teller outage reportsInstitution: Alliance Bank, Application: VT (vertex teller), Report: VTOVSH Over/Short Report 4 SightAllows you to search for an item that has cleared a customers account such as a check or items that were deposited. These are not electronic items that have cleared. You can also use this option for account research for customer statements when needing to go back beyond the last 2 years. Example: Item Research for check that was deposited or writtenItem Research: Select Date Range, Single Account the item was written on or deposited into, search by the following options: Amount, Serial Number, Tran Code, Host Image Number. There are other options as well or can leave blank and search all items within that date period on the account.

Counter checks: Select option to create temporary checks and deposit slips for customer use. Teller Processing: Select option to process transactionsTeller Menus

Alliance Bank WebsiteProduct Knowledge of what we offer to our consumers and business customers is right at your fingertips. Get familiar with this website! www.alliancebank.com

Consumer Checking Products:

Savings AccountsSavings Accounts Minor Savings Accounts

Money Market Accounts

Certificate of Deposit

Individual Retirement Accounts (IRAs)

Business Checking Account OptionsCommercial CheckingBusiness Checking

Business Checking Account OptionsSmall Business Checking

AB Connect – Retail PageGo to Department tab and select RetailClick on the following boxes:• New Accounts• Service Specialist• Account Maintenance• Safe Deposit Boxes• Debit CardsForms and procedures are easily located for frontline within these sections.

AB Connect – Retail Page Go to Department tab and select RetailClick on the Quick Access links below:• Service Specialist Manuel• Debit Card Issuance Procedures• Customer Verification Procedures• Reg CC Funds Availability Reference Guide

AB Connect – Operations PageGo to Department tab and select OperationsSelect each of the following: • Customer Care• Debit Cards• Deposit Operations• Digital Operations• Electronic Payments• Fraud Department• Fraud Hotline• Frontline Equipment • Imaging & eSign• Operations Support

AB Connect – Operations PageGo to Department tab and select OperationsSelect each of the following below: • Security & Legal Resources• Notify Fraud Team Group Email• Contact Security & Legal Department• Need Operations Assistance?• Need Electronic Payment Systems Assistance?

AB Connect – Risk PageGo to Department tab and select Risk Select the following• Compliance• Information Security & Vendor Management• Audit • BSA

AB Connect – Risk PageGo to Department tab and select Risk, BSA Department Select the following: • Procedures/Guides/Reports• BSA Alert • BSA Email• Quick Access• Forms• CTR Pamphlet Structuring

AB Connect – Searching Public Documents / ProceduresGo Resources Tab, Select Document Search• Search by Document Name• Search by Department• Search by Document Type• Search by Author

AB Connect – Treasury ManagementGo to Department tab and select Treasury ManagementSelect the following• Merchant Card Services• Positive Pay• Autobooks• Cash Management• Business Remote Deposit Capture

AB Connect – Treasury ManagementGo to Department tab and select Treasury ManagementQuick Reference: • Merchant Services Application Form• Treasury Management Product Referral form• Business Customer Products & ServicesSelect Treasury Management Product Referrals Tab• View current referrals submitted and current status

Day 5: Customer Service Responsibilities, Operational Responsibilities, Teller Processing Checklist Completed:  Service Specialist Manual (pages 2-29)Teller ProcessingBAI Training (optional)Date: _______________________Signature: __________________________ _______________________________

Teller Processing • In Xperience under the Products Tab (or favorites if you have it saved) select Teller• Then select Teller Processing in functions

Open DrawerOn this screen you will need to verify the following: • Correct teller drawer number is assigned for processing. Sometimes you will have access to other drawers such as TCRs, Vaults, Coin Machines. Always verify the teller number before selecting.• On the right panel, you will see the Cash Summary for this drawer.• Bottom right panel, Select Business Date for the drawer. ALWAYS verify that you are on the correct date for processing transactions.• Once everything is correct select the Open Drawer option at the bottom, or double click the highlighted drawer.

Transaction ProcessingThis is your teller processing screen. Always look at the following before processing transactions:• Teller Item Capture Enabled (if disabled, that means your teller capture machine isn’t functioning)• Drawer Description and Date are correct.

Selecting Customer in Teller Processing1. You must use the customer information panel on the left in order to search and select the customer you are handling before selecting the transaction type. You can search by using the same option in customer & account inquiry.2. Once customer is selected it will pull over all the customer information and accounts that they are associated with the customer. (Not included in this picture should be the photo ID. If this is missing, please obtain from customer and have this imaged)Helpful Tips to Avoid Selecting the Wrong Customer: • Always ask for Photo ID if you do not know the customer.• We have several customers with the same name. You may ask for address or other account information to verify you are selecting the correct one. • Verify that the Photo ID we have on the system matches the person Infront of you.

Select Teller Transaction by Speed Key & Transaction TypeA few other options you might use will be listed under Transaction Type. Speed Keys are the most common teller processing transactions.

Processing the TransactionsWe will begin processing transactions using the test transactions in your training drawer.A. Cash Advance – ($5000 limit on cash advances for customers and noncustomers)(NOT IN TEST TRANSACTIONS create separately)1. Micky D Test (customer) is needing a cash advance on his credit card for $500, he would like to deposit $250 in his freedom checking account and get $250 cash back.2. Donald Duck (noncustomer) is wanting a cash advance on his credit card for $2000B. Bond Redemption – (We do not cash savings bonds for noncustomers or new customers, customer must be established for at least 12 months) Before cashing a savings bond, verify that the person named on the bond is the one redeeming the bond. If customer is not listed on the bond DO NOT REDEEM, refer to your supervisor. 1. Use the bonds in the training bag to understand the bond redemption/quote, we will not process. When processing a bond redemption, our teller system will print 2 bond redemption receipts. One must be signed by the customer and retained for imaging. The other is the customer’s copy. Customers may deposit the bonds or cash them.

Processing the TransactionsC. Cash Ck (Cust)- Customer cashing a check on us or not on us. (Always check endorsements on the back of the check before cashing the item)1. Customer is cashing on us check for cash out of their account. 2. Customer is cashing checks not drawn on our bank. – (don’t forget to look at the risk on cashing these)D. Deposit-1. Cash Deposit with deposit slip2. Check Deposit with no deposit slip3. Business Deposit with deposit slip no cash4. Business Deposit with deposit slip – with cash and check5. Business Deposit with deposit slip – with cash and check

Processing the TransactionsE. Change Order- (We only process change orders for customers. We do not exchange cash for noncustomers)(NOT IN TEST TRANSACTIONS create separately)1. Customer brings in $2000 in hundreds, would like to get $200 in 1’s, $1000 in 5’s, the remainder in 10’s.2. Business Customer brings in a check on their account (or asks for a withdrawal) to process a change order. F. NonCustCkW/Fee- (We only cash checks for noncustomers if the check is drawn on AB and we do not charge a fee for this. refer to your Retail Relationship Officer for any questions regarding cashing checks for noncustomers that are not drawn on AB)1. Noncustomer cashing an on us check, OFAC required on noncustomer2. Noncustomer cashing large on us check, OFAC required on noncustomer & CTR reporting – we collect information on large transactions over $4900. For CTR reporting you will need to collect person’s – Legal Name, ID, Physical Address, Date of Birth, Occupation, and any other information about the transaction.

Processing the TransactionsG. GL Transactions- (These are inhouse transactions we may process. You will learn about this option later.) We will not process any of these today. I. Withdrawal- We use this option when a customer is needing to withdrawal money out of their accounts, this transaction is designed to process a checking withdrawal slip, and to take money from their savings or money market accounts.1. Customer is needing cash out of their checking account2. Customer is needing cash out of their savings account- there are excessive withdrawal fees if a customer withdrawals more than twice a month on a savings account.3. Customer is needing cash out of their money market account- the excessive withdrawal fees are not associated with a money marketaccount if the customer is making the withdrawal using this option, it’s considered an inhouse transaction and transcoded with 01.

Processing the TransactionsJ. Coin Machine- We allow customers and noncustomers to bring in coin to exchange. There are no fees for customers, but there is a fee for noncustomers.(NOT IN TEST TRANSACTIONS create separately)1. Customer Micky D Test is cashing in his coin. He would like to deposit some in checking and get some back in cash. 2. Noncustomer Daisy Duck is wanting to cash her coin in for larger bills.K. Suspended Trans.- We use this option when it’s busy and a commercial customer brings a deposit, and there are many items to process within the deposit. In order to keep our lines to a minimum, we will select this option to give the customer a receipt and resume the transaction later when it’s less busy to process and balance the transactions. 1. Business deposit2. Business deposit

Processing the TransactionsL. Loan Payment-1. Customer issues check for regular payment and extra to principle. 2. Customer Regular PaymentM. Multiple Transactions- Useful when a customer is wanting to do several different transactions such as deposit, cash, loan payment, cashier ck/money order. Let’s look at this transaction, select a customer and go through all the options.1. Customer has cash and checks, needs to make deposits, loan payments, and get a Cashier Ck/Money OrderN. Night Drop/Mail- Always use this option when processing a night deposit or mailed in deposit. This allows for corrections since the customer is not present. It also allows us to track how many night drop and mailed (noncustomer facing) transactions we are doing. 1. Business night drop deposit

Processing TransactionsO. Cashiers/MO Checks – We do not sell cashier checks or money orders to noncustomersCashier Checks and Money Orders must be purchased with collected funds or cash. We do not take checks drawn on another institution to purchase a cashier check. Cashier Checks must have a customer remitter and payee information. Money orders can only be purchased up to $500. They require the customer as the remitter, but no payee information is required.1. Customer withdrawals funds from their checking to purchase a Cashier Check2. Customer withdrawals funds from their checking to purchase a Money OrderDo not print these items (will cause accounting to be out of balance) Must delete transactions.

Processing TransactionsWe will not process any of these today. You will learn about these later. P. CD Transactions- This is the option you will use when processing CD transactions. Examples of these are CD Deposits when opening a new CD, IRA distributions, and contributions. Q. Closed DDA Accounts- This is the option you will chose to process a closing transaction on a DDA account. V. & W. Buy Cash/Sell Cash- This is the option you will use when buying cash and selling cash from your teller drawer to vault, or other teller drawers.3. Loan Dept Payment 2 – This transaction is designed for a loan teller drawer to process more complex loan transactions involving fees, escrow accounts, and other GL entries.7. Safe Dep Pmt.- This is the option you will use to take a safe deposit box payment for a customer.

Processing TransactionsNow that you have been through all transaction types:Switch transactions training bags and process them on your own, going back through each transactions type again. We will then balance your drawers to end the teller session. Once this is complete, you may finish any BIA training you still need to complete!

Day 6: First Day in Branch with RRO/Market President Checklist Completed: Meeting Team MembersEmployee Orientation ChecklistLunch with RRO/Market PresidentReview Job DescriptionBAI Training (if applicable)ObserveDate: __________________________Signature: __________________________ ___________________________

Day 7: In Branch Training Checklist Completed: Service Specialist Manual (30-42)Drawer and Workstation RequirementsCounting Cash/TCR/VaultDepositsNight DropsObserve Date: _____________________Signature: _________________________ ______________________________

Day 8: In Branch TrainingChecklist Completed:  Service Specialist Manual (42-53)Transfer ProceduresSaving WithdrawalsDormant AccountsCustomer and Non-Customer Check Cashing ProceduresCashier Checks/Money OrdersProcess Transactions with RRO/Lead Date: _________________Signature: ______________________ ________________________________

Cashier's Checks, Official Checks, Money Order Procedures.doc

Day 9: In Branch TrainingChecklist Completed: Service Specialist Manual (54-64)Loan PaymentsCharged Off Account PaymentsSavings Bonds Redemption ProceduresSafe Deposit Box PaymentsCash AdvancesBalancing End of Day ProceduresSchedule of FeesProcess transactions along with RRO/LeadDate: _________________________Signature: __________________________ __________________________________

Day 10: In Branch TrainingChecklist Completed:  Service Specialist Manual (65-92)Security ResponsibilitiesForgery /Counterfeit Fraud/AlterationsService Specialist Manual acknowledged and emailed to HRFraud IncidentsProcedures to Verify Customer over the phone (Call Center /In Branch)True Check/Advance Fraud SolutionsBSA AlertsProcess Transactions with RRO/Lead Date: _________________Signature: ________________________ ____________________________

Fraud Incidents – email notifications• When frontline experiences a fraud incident, an email should be sent to fraudteam@alliancebank.com immediately with details of what happened. This will alert the correct departments/individuals. • Complete checklists - located on AB Connect – Fraud- ChecklistsAccount Takeover Checklist.docxACH Fraud Checklist.docxCheck Fraud Checklist - On Us.docxCustomer Email Takeover Checklist.docxDebit Card Fraud Checklist.docxEmail Request Procedures.docxMobile Deposit Fraud Checklist.docxP2P Fraud Checklist.docxWire Fraud Checklist.docx

Fraud Incidents –Customer Email CompromisedReminder!! Please be cautious and use the following guidelines when responding to any customer request that involves changing contact/account information.Customer email compromisedIf a customer lets you know that their email has been compromised:• Send an email to the Fraud Team with the name of customer and details that you have asap• Complete the Customer Email Takeover Checklist (AB Connect – Fraud- Checklists)& send to Mary Townsend, Jolee Pierce, Hannah Carrey- follow up with phone call if you do not receive a response

Fraud Incidents- Responding to Customer Email RequestAny customer requests for maintenance to account or contact information, action, or transactions on accounts via email should always be confirmed with a phone call back to the customer, at a phone number that the bank has on file.1. Any initial request from a customer via email to make changes or complete transactions on an account requires a call back to the customer.Example:Customer email request: Please add signers to Small Business Account Bank employee response:• Look up customer contact information in Xperience Check ‘Maintenance History’ to see if anything on the customer record has been changed recently• If contact information has been recently updated, talk to the officer on the account before proceeding• Call the customer to confirm that the request is legitimate before taking any action

Fraud Incident: Responding to Customer Email Request (Continued)2. Any new request included within an email chain conversation to a customer should also be confirmed with a call back to the customer.Example:Customer and AB employee have email chain with questions about products, services, etc.. Customer makes request to also add signers. Bank employee response- same as above:• Look up customer contact information in Xperience• Check ‘Maintenance History’ to see if anything on the customer record has been changed recently• If contact information has been recently updated, talk to the officer on the account before proceeding • Call the customer to confirm that the request is legitimate before taking any action

Fraud Incident: Responding to Customer Email Request (Continued)3. Any request that seems unusual may result in the need for additional review, some things to look for:a. Recent changes to phone #, email address, or physical addressb. Recent add/change to authorized signers4. Your department may have additional requirements based on sensitivity of situations and size of transactions/relationships, please always check with your supervisor if you notice anything unusual or have questions or concerns.

Background on Emerging Email Threats Legitimate customer email accounts may be compromised by fraudsters. Significant increase in email takeover have required us to be more cautious when handling customer requests. Our IT and Information Security departments have implemented solutions to reduce risk and help monitor, however employee awareness is critical to our success in these areas.What is email account takeover?Email account takeover occurs when a fraudster gains access to a legitimate user's email account through data breaches that expose credentials, purchasing from the dark web, or phishing scams. Email account takeover can be even more complicated and harmful when it is executed in pursuit of a cross-account takeover.What is account takeover (ATO) or Corporate Account Takeover (CATO)?The definition of account takeover (ATO) or account takeover fraud is obtaining a legitimate user's details to take over their online accounts, possibly enabling monetary or credit card theft. ... The goal of ATO is to make a profit using the value of the account.Business e-mail compromise (BEC) is when an attacker hacks into a corporate e-mail account and impersonates the real owner to defraud the company, its customers, partners, and/or employees into sending money or sensitive data to the attacker's account.We need help from all employees to protect our customer information from these emerging threats.

Verifying a Customer over the phone (call center/branch)Verification Procedures.pdf

Verifying a Customer over the phone (call center/branch)

Verifying a Customer over the phone (call center/branch)

Verifying a Customer over the phone (call center/branch)

Verifying a Customer over the phone (call center/branch)

Verifying a Customer over the phone (call center/branch)

Advance Fraud Solutions True Checks

BSA Alert ReportBSA Alert Report.pdfWhere it is located in AB Connect and how to fill this form out. Common reasons we fill this report out:• Suspected elderly abuse• Suspicious activity• Fraud incidents where customers are being scammed.

Week 3: In Branch TrainingChecklist Completed:  Issue Teller Drawer with SupervisionTraining on the following procedures:  Debit Card Procedures- AB Connect Reference- Card wizard (uses network login) Reg CC Holds Procedures Temporary Statement CTR Training Stop Payments Positive Pay Procedures Centrix – Disputes (uses network login)Date: ________________________Signature: _______________________ _______________________________

Debit Card Training• Play Debit Card 101 Webinar.mp4• Debit Card Issuance Procedures.docx• Reg E Procedures for Existing Customers.docx• Reg E Procedures for New Customers.docx• Debit Card Limit Increase Procedure.pdf• JHA CPS Browser Instructions for JHA Card Portal.docx• JHA CPS Browser Instructions for JHA Card Portal.docx• JHA CPS Foreign Country Codes.pdfClick on these links

Reg CC Holds Training• Reg CC Funds Availability Reference Guide.pdfThese are great videos to view on Reg CC Holds:• http://www.bankerscomliance.com/?s=reg+cc+training• https://alliancebank.sharepoint.com/:v:/r/sites/Training300/Shared%20Documents/Reg%20CC%20Holds/2021%20Reg%20CC%20Hold%20Training%20for%20Employees%20Video.mp4?csf=1&web=1&e=FB0vsY

Reg CC Holds Training JH University (JH for Client Portal)-

Temporary StatementsSelect Customer’s AccountSelect HistorySelect Activity Statement• There are several options for printing temporary statements: Current Cycle, Date Range, Last 7 days, Last 14 days, Last 30 days, Last 60 Days.• Amounts• Check Numbers• Include Memo Posted Items

CTR TrainingCTR Pamphlet for Structuring.pdfCTR Customer Exemption List.pdfhttps://www.mycompliancepathways.com/CompliancePathways/Deposit_Retail_Services/BSA_AML_Overview_CTR.aspx?WebsiteKey=44cb7307-1ef1-4096-9af3-743e3b5bcdde

CTR TrainingJH University (JH for Client Portal)-

Stop Payments Check Any person authorized to draw on an account (if there is more than one) may stop payment of any item drawn on the account. Texas law requires a stop payment to be in an authenticated written order. This can be in a traditional written signed authorization, or an electronic stop payment authenticated by the customer using online banking. (Most convenient way for customer)Bank has not decided to permit oral stop payments provided they are followed up with a written stop payment order within fourteen days. The stop payment order should include adequate information, describing the item with reasonable certainty. Thus, the order should include the check number, date written, and amount. Bank’s data processing system requires can check for a range of values. The order must be received within a reasonable time to act upon it. Only one customer in a joint account need sign/authenticate a stop payment order. The order is valid for six months. Customer should be informed of that fact and the need to renew the stop payment order if the item is not presented within that time frame.Preauthorized TransferFor consumer accounts, these are governed by Regulation E. Its requirements are as follows:• Notice of stop payment may be made either orally or in writing at least three business days before the scheduled date of the transfer. If made orally, bank representative shall inform the consumer of the requirement to confirm in writing and provide the address where confirmation must be sent. • Written confirmation of the stop payment order must be given within 14 days of an oral notification. • Bank representative shall inform the consumer of the need to terminate authorization for the automatic payment if all future payments are to be cancelled as well. Once confirmation is received (e.g. by requiring a copy of the consumer’s revocation), all future payments for the particular debit transmitted by the designated payee-originator must be blocked. • When placing a stop payment on an ACH item – make sure you get the Company ID inputted correctly to stop all payments from this vendor. Instructions : The appropriate procedure to follow for a stop payment request depends on whether the item to be stopped is a check or an automatic transfer. First make that determination, then follow the procedures below.

Stop Payment ProceduresWhen placing a stop pay, make sure you have the following account recall fields filled out. Make sure you have the *MO in the platform type.

Stop Payment ProceduresWhen you select ok, it will verify the customer information and take you through deposit master screens, which you will just select ok until you reach the Optional Record Items, highlight the Stop Pay/Holds and select OK.

Stop Payment ProceduresThis will take you to the screen to fill out the stop pay. Here are the fields you will need to make sure are filled out: 1. Stop Payment fee - $30.00 (or remove if waived)2. Type Code – SP- stop payment3. Date Placed- today’s date4. Term- 6 months (unless no expiration date)5. Term Code- M (months)6. Expiration date- will populate correctly if 6 months7. Request Received: B- by phone, I- in person, O-other8. Time accepted and AM/PM9. Remarks (Reason)- will type in information such as “lost in mail”10. If it is a check – will fill out check information- Date/Payee(Next Record to move to next screens)

Stop Payment ProceduresThis will take you to the screens to fill out the stop pay. Here are the fields you will need to make sure are filled out: 1. Check number (Low- High)2. Amount (Low –High)3. Amount is Exact to Pay4. Replacement /Duplicate item issued- Number/date5. Accepted by 6. Stop Payment on (Choose one) – all future payments or single item7. Scheduled Future Transaction Date – if applicable 8. Description of Authorization (Next Record to move to next screens)

Stop Payment ProceduresThis will take you to the screens to fill out the stop pay. Here are the fields you will need to make sure are filled out: 1. If ACH: ACH Company ID2. Update Account Analysis Counters3. Verify Check has not been paid

Stop Payment ProceduresIf you need to make changes to or upload the stop pay, go to the Account Maintenance and Select display ALL Select your account with *MO next to it.Highlight it, and select UploadIt will ask you:Do you want to create a Stop Pay record for this account? Select YES, then OK.Customer will need to sign the Stop Pay Form

Positive PayPositive Pay Frontline.docxAlliance Bank offers Positive Pay to approved Business Cash Management Customer. Positive Pay allows the customer to upload a file into the Positive Pay link on Cash Management. This file consists of the checks that they have written in a format that is acceptable. When the check or checks are presented for payment either at Alliance Bank or via a Cash Letter the items will appear on an Exception Item Report within the Positive Pay Module on Cash Management. Cutoff TimesThe customer has until 11:00 AM CST to process the items to be returned or paid. After cutoff time Alliance Bank Personnel will check Positive Pay to see if there are any exception items to be returned per the company. How it Works 1. Customer Uploads file through Cash Management System2. Customer will log in daily (before 11:00 am) and view their exception items3. If an item is returned, the Electronic Payments department will be notified that a check has been returned4. The Electronic Payments department will manually return each itemPerfect for business customers that have had fraud and want to protect themselves going forward.

Centrix- DisputesWhen a customer is needing to dispute an item whether it is a Check, Debit Card Transaction, or an ACH item we use this system for disputing transactions. The easiest option for the customer is to select the transaction within their online banking.Click the 3 dots on the right of the transaction. Select to Dispute TransactionFollow the instructions on the screen. (If customer is disputing a debit card transaction, the system will close the debit card and they will need to come into the branch to get a new card)

Centrix Disputes- In Branchhttp://abgv-centrix/centrixdts/pages/login.aspxusername & password is first computer loginTo file dispute:• Login• Dispute tracking• New DisputeFind Customer by using• Account Number• Name • Tax ID Customer Transactions show here• Select transaction to dispute• Dispute Transactions• Once all Transactions are selected• Begin dispute process

Centrix – In Branch• If debit card transaction, dispute reason is cardholder dispute• If transaction is ACH, dispute reason is ACH unauthorized debit• Once description of dispute is in notes, you can attach any documentationthe customer has regarding the dispute.

Centrix – In BranchFill out all informationChoose the best description fitting the category of dispute the customer is filing.When done choose next

Centrix – In BranchWhen dispute is completed open the attachment and have the customer sign.

Centrix – In BranchOnce the customers you will scan and save the document and upload it to Centrix, this way there is a signed dispute on file for the customer.When customers file disputes through their online banking they do not need to sign the form. Once document is uploaded you will save, dispute has been filed.***We have 10 business days to give the customer provisional credit and 90 days to complete the dispute, if a customer has received provisional credit and the merchant denies the dispute, we will take the credit back. ***

Centrix- Researching Dispute• Log into Centrix• Dispute search• Search by Account #• If customer has filed dispute, they will be listed here along with past disputes• Select Dispute and all details will be available to view

Week 4: In Branch TrainingChecklist Completed:  Working in Teller Drawer with Supervision (if still needed)Training on the following procedures:  Info Trac - Customer Statements Gift Cards – (Simplexes login) 4Sight- Item Research Q2 Central –Co-Pilot Online Banking – Unlocking passwords E-Statements – Customer setup procedures and how our system works Closing Accounts – forms and procedures Wires – Forms and Procedures Safe Deposit Box Access (if applicable) – Must have training before assisting customers. Date: _________________Signature: _______________________ ______________________________

InfoIMAGE- Statement Vendor https://infotrac-secure.infoimageinc.com/auth/postLogin.do?x=o73ZtSpF6tORGklmbaY7ag%3D%3DInfoimage will hold customer statements for up to two years, any research or statements that need to be researched can be viewed in 4Sight if needing beyond the last two years.• Log in using your credentials, select Acct Management• Search type by Account number or User Email

InfoIMAGE- our statement vendor Once you have selected the account. You will be able to view Account Information, User Information, last 2 years of statements, Delivery Preference, and Notification Preference. *** Customers must enroll in eStatements through their online banking, they must agree to terms and that they can view their statement on their device. We can only change customer delivery preference from eStatements to paper, never from paper to eStatement***

Gift Cards- Simplexes We sale gift cards to customers and noncustomers. You will use the gift card transaction option within Teller Capture, this allows for us to input the customer information and obtain OFAC search on noncustomers that purchase gift cards. There is a small of $5 fee for gift cards. You will log into Simplexes to activate and create the card. https://secure.mysimplexes.com/

4Sight Item ResearchItem Research:Searching for checks/deposited items. • By an amount that cleared any account for that certain day(s)• By Single account number, all within a date range, or by check number, Host image number

4Sight Item ResearchStatement Research:Searching for statements that maybe past the 2 years available on online banking/ Infomage• Search by Start date/end date, account number, account type

Q2- Central /Q2 Co-Pilot Q2Central Co-Pilot• https://q2copilot.q2ebanking.com/alliancebank/search• Allows you to search customer by login, SS#, CIF, Last Name, Customer name. • Can unlock and reset password it will send a secure access code for customer to use to reset the password. Only good for 15 mins. • Will show some history like last login, invalid attemptsMore complex options allows you to update customer information such as address, phone numbers, emails. Look at information from Customer, User, Logins, Usage & Activity. • Can create temp passwords, (last 48 hrs)• Unlock passwords• CSR Assist- allows you to view the customers online banking what they are seeing • Add Accounts/ Remove Accounts

Closing AccountsPrint and fill out a Closed Deposit Account form located in AB CONNECT documents underAccount Maintenance. ClosedAccount Form.pdf• The check list on the bottom half of the form should be checked off once completed byyou and signed as closing rep.• The form should be verified by the service specialist creating the check and sent to beimagedThings to keep in mind:If the account is/has a:• Check Plus- Collect any balance owed before closing the account. Send an email to TonyaRoss letting her know the Check Plus needs to bel closed.• Loan sweep or Line of Credit- alert account officer.• Commercial Account- Account Analysis fee will pop up and be deducted from the balancegiven to the customer.• Trust Account- Refer to the Trust Agreement for rights on closing accounts and payableparties.• Power of Attorney (POA)- Refer to POA for rights on closing accounts. Are the owner’sdeceased? (POA terminates at death, would need proper documents to issue funds toestate/beneficiaries)• Dual Signatures for withdrawal- Will require two signers to close.• Pending transactions must post before closing.

Closing AccountsChecklist Instructions:• Review last 30 days of ACH and Recurring Debits and Credits: The purpose of this checklistitem is to ensure that the customer is closing the correct amount if they have more than one,and to ensure that any debits/credits have been stopped prior to opening the account. Lookfor direct deposits of benefitssuch as Social Security XX Soc / SSI Supp sec XX Suppsec/Railroad Retirement XXRR RET, DFAS/Military benefits; OFAS Dept of Defense; CSA , CivilService annuity, if you see any of these deposits after Death, please verify with the ACH dept, beforepaying out.• Delete Overdraft Privilege: Pull account up in Silverlake- option 9 (go to demand menu),then option 3 (deposit master file maintenance), type in the account number, go to option 1(general information), then delete the overdraft limit code.• Purge account from Third Party Menu in Silverlake: Go to Option 82 (IntegrationMaster/Account File Maintenance) select (Q2 eBanking). Enter the CIF and click onaccounts. Look for the account number you’re closing and under option change the dropdown to Purge. Click submit.• Debit Cards: Collect debit card and close in Passport• Automatic funds Transfer: Stop any AFTs scheduled on the account. Notify new accountsand alert ACH department if debits or credits may still come through.• Bill Pay: Pull customer up in Customer Service Tool and deactivate customer• Statement: If the customer is receiving an e-statement log into Infotrac and change thestatement preference to paper.• Outstanding checks: Make sure all have clearedClose Deposit Account Forms are checked back and verified by another lobby employee usingour Data Integrity Procedures: DataIntegrity Procedures.docx

Wires We only process wires for customers. The customer’s account must be debited for wires. We do not take cash or checks. Domestic Wires are $25 / Foreign Wires are $50Frontline Wire Procedures.docxPlease click on above link to take you to frontline procedures located in AB CONNECTYou will learn the following procedures below:

Safe Deposit Box AccessAll employees must have SD Box training for allowing entry into a SD Box.You must understand ACCESS Procedures and Contract Information by reading and going over Safe Deposit Box Procedures.pdflocated in AB CONNECT. The Safe Deposit Box Handbook.pdfis also a great tool to use! It is also in AB CONNECT

Week 5-6: In Branch TrainingChecklist Completed: Training on the following procedures:  Product Knowledge Consumer Accounts Products & Services My Card Rules My Mobile Wallet Address Changes Updating Consumer Contact Information Updating Customer ID’s – Using ID Scanner eSign Procedures Indexing documents into Synergy CabinetDate: _____________________Signature: ________________________ _________________________________

Product Knowledge –Consumer Accounts • Account Chart - Updated August 2021.pdf• Money Market & Savings Rates.xlsm• Account Application Form.pdf

My Card Rules We offer debit card alerts through My Card Rules App. Customer will need to download app and at their AB Debit card to set up alerts. This should be done with every new debit card issued to customers. • Best practices are to set up all alerts, so that customer can be texted when their debit card is use. • There is also an option to turn the card off/on if lost or stolen.• Many other features are also available.• Click on these links to learn about all the details:https://alliancebank.sharepoint.com/sites/Ops/SitePages/My-Card-Rules.aspxMy Card Rules.pdf

My Mobile WalletApple Pay, Samsung Pay, Google Pay – Convenient way to pay using your debit card in you phone/watch.Please click on the below training videos located in AB CONNECT: Mobile Wallet-20210603_153556-Meeting Recording.mp4Video 2- Logging Into Customer Service Portal.mp4Video 4- Successful Token Provisioning.mp4Video 5- Yellow Path Activation.mp4Video 6- High Risk Yellow Path Activation.mp4Video 8- Token Management.mp4Video 9- Transaction History.mp4

Address ChangesThe customer is first verified to securely confirm that the person who is requesting the change ofaddress is the rightful owner on the account or an authorized signer. Customers can also submit andaddress change through their online bank.To verify a customer over the phone, ask for their verification code. It will be visible at the bottom ofthe page in Xpereience and will be after the title Inquiry ID Code. If a customer does not knowtheir verification code, you may ask them for an exact amount of a recent transaction. This amountcannot be any transaction that has been on a prior statement.Address changes must be made in Xperience, Q2 Central, Connect, and Bill Pay.Fill out a Change of Address form and obtain customer signature (if present). If not document whoyou verified and per customer request.

Address Change (Continued)Procedures in Xperience:• Pull up the Customer’s CIF• Click additional Addresses on the left side of the screen under their name• Click EDIT under customer primary address. PRIMARY ADDRESS IS THE MAILING ADDRESS.• Input the address on the first address line. Including building numbers, apartment numbers, suite number etc. USPS website will give the delivery point as well as the zip+4• Change SEND CHANGE IF ADDRESS NOTICE TO NO.• If customer sends address change via mail, leave at YES.• If BAD ADDRESS change INSUFFICIENT ADDRESS to NO.

Address Change (continued)• If customer is updating primary address (mailing) to a PO Box, change UPDATE CUSTOMER IRS ADDRESS to NO. IRS Address is physical address which cannot be a PO Box.• If mailing and physical addresses are the same, change leave at yes. • If physical needs to be updated to a different address than mailing, change to no, then click ok. Click edit underneath CustomerIRS Address

Address Change (continued)Customer Service Tool (Bill Pay)1. On Customer Service Tool search customer by entering the social security number or tax ID.2. Click on Change customer detail.3. Update the Customers information and save.Q2 Central1. Search under Customers by social or tax id.2. Change address under General and save.3. Search under Users by Tax ID/SSN.4. Change address under General User Information and save.If their Email/Removal of Alerts• is an alert message stating RETURN MAIL ON FILE, email Operations@alliancebank.com with the customers CIF, stating that the address has been updated. DELETE MESSAGE from CIF once address has been updated. To delete click on messages, highlight message, then click delete.• If there is a banner message stating RETURN MAIL ON FILE, email Operations@alliancebank.com with the customers CIF, stating that the address has been updated. DELETE BANNER MESSAGE from CIF once address has been updated. To delete go to Silverlake, CIF Menu, User Message Maintenance, enter CIF, highlight message, click delete, click delete again. • If there is an alert message stating VERIFY HOLD MAIL WITH USPS REMOVED, RETURN MAIL IN FILE. Verify that the customer has removed their hold on mail with USPS and email operations@alliancebank.com that their mail is okay to be forwarded.

Address Change (continued)Address Change Form.pdfChange of Address forms are checked back and verified by another Relationship Banker using our data integrity procedures. Data Integrity Procedures.docx

Importance of updating customer Contact Information!!When waiting on customers, it’s very important that we are obtaining current customer information. Always look for the following and ask if any of the information needs to be update: • Photo ID- is there a current one – is it expired?• Is there a BAD ADDRESS message• Is the contact phone numbers up to date? Do we have a cell phone number?• Do we have the correct email address? When we need to contact our customers it’s important that we have correct information. The best way to obtain it is when you are waiting on them.

Updating ID’s using ID SCANNERSID Scan Procedures.docxID Scanner Configuration Procedures.docxIt’s important that you learn to use this to input customer IDs. It’s easy and fast!

eSign ProceduresClick on the below training tools for eSign:eSign2020 Operator Quick Reference Guide.pdfeSignWeb 2020 Operator Quick Reference Guide.pdfeSignWebProcedures.pdf

Indexing Documents in SynergyClick on this link to learn Indexing Document in Synergy CabinetIndexing Documents in Synergy Capture.docx