General Policies

What do you do if you forget to clock in for your shift?

Tell your manager

Clock in and just leave it

Call Scott

Clock in and send an e-mail to HR

If you are scheduled to work at 9:30am, you should arrive to work at 9:30am

True

False

How do you request time off?

Email HR

Time off request in WhenIWork

Contact upper management

Call in sick

When a coworker is running late, you can clock in for them

True

False

You are only allowed to take a smoke break on your 15 or 30 min break

True

False

How must you answer the phone?

Your Exchange, how can I help you?

This is (your name)

Your Exchange, we cash big checks! This is (name)

Thanks for calling Your Exchange

If the phone rings while you are helping a customer, you should still answer the phone and place them on hold

True

False

What are the appropriate steps to transfer a call?

Transfer, input #, send, let the person know about the transfer, hit send

Just hit transfer and hang up

Input #, hit transfer and hang up

We cannot transfer calls

What is the best form of communication for non-time sensitive issues?

E-mail

Call

Leave a note

Tell a co-worker

What dress code should you follow at work?

Casual at all times

Fridays are casual, all other days are business

Mon, Thur, Fri are business, Tues, Wed, Sat are casual

There is no dress code

You can wear Your Exchange apparel any day of the week

True

False

You are required to clock out for your 30 minute break when working over 7 hours, unless there is a schedule conflict

True

False

Where should your cell phone be while working?

In your back pocket

Left at home

In the cage by your work station

In the back office, NOT in the cage

Any smart device must be on silent at all times while at work

True

False

DCS computers can be used for internet searches

True

False

It is acceptable to use social media on work computers during downtime

True

False

Where do memo and warning e-mails go?

Leave in e-mail inbox

Printed, placed in designated binder and sorted in the store e-mail

Delete them from the inbox

Review and put in the shred bin

You should review the store e-mails at least once every ____ minutes.

120

You should sign every e-mail with your name or initials in the body of the e-mail

True

False

What do you put in the subject line of your e-mail?

Follow the e-mail list EXACTLY

Anything you want

You do not need to put a subject line

Just your name so they know who it's coming from

If you share your password with anyone for any reason, you should request to update it immediately

True

False

Sitting in the back on your phone is okay when you are not with customers

True

False

What should be open on your non-DCCS computers at all times (at minimum)?

Cashpass and Daily Spreadsheet

Nothing

The store e-mail

Internet Explorer and Chrome

You are able to give out customer information to whoever requests it.

True

False

If there is a new policy sent out via e-mail, what do you do with it?

Ignore it

Print it, read it, understand it and place in your policy book

Read it then delete it from the e-mail

Send it to your manager

If you answer a customer call regarding a large check, you should transfer the call to the manager or lead teller on duty

True

False

Who should handle large dollar amount transactions?

The newest teller

Whoever the customer walked up to first

The lead teller or manager on duty

The teller in training

If there is a customer in the lobby but not at the window, you must be in the cage.

True

False

Transactions should be worked on together if there is only one customer and two tellers

True

False

What do you do if there is a voicemail in the e-mail and or phone?

Nothing

Wait for a manager to come in and take care of it

Forward to customer@your-exchange

Address it immediately by contacting the customer back

If you are scheduled to work at 1pm, that means you should be ready to help customers at 1pm, not starting to balance your drawer at 1pm.

True

False

When opening the store, you should wait until the scheduled opening time to unlock the doors.

True

False

Drawer discrepancies can be counted against any bonuses

True

False

You cannot have your phone in the cage, but you can wear a smartwatch while at work.

True

False

It is acceptable to have conversation with another teller while helping a customer

True

False

How much are Cashpass sales and reviews worth for a bonus?

$10

There is no bonus for these

Bonuses are only paid when the company hits their sales goals

True

False

What should you do if a customer tips you?

Report to upper management immediately

Nothing

Put it in your drawer

Leave it on the counter for the next customer

If you are late for a shift, you must call the store before your scheduled time to let them know

True

False

General Policies

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