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Acronyms and Key Terms Job Aid

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Key Term/Acronym
AA
ACD
ACH
ADP
AF
AFS
AIRRS
AKA
ALM
AML
AOR
APR
Aquanima
ARI
ARM
ARS
ATM
ATTY IFF
AUS
BAU
BBE
BCCC
BCI
BCG
BDAA
BDP
BENF
BERC
BIC
BLL
BLR
BM
Retail Banking Job Aids

Definition
Account Analysissystem which tracks business account usage and assesses fees as appropriate OR an Administrative Assistant
Automated Credit Decision
Automated Clearing House
Automated Data Processingthe Banks payroll partner for Payroll Services
Agent forused in Escrow account titles
Automated Financial Systeminquiry system designed to provide access to commercial loan information
Automated Items Research & Retrieval Systemthe application used by the Banks Research area for all customer adjustments
Also Known As
Authority Level Managementthe online database that provides a convenient means to locate, track, and identify each team members
individual authority level
Anti-Money Laundering
Area of Responsibilitydesignates the Relationship Manager or branch that is responsible for the overdraft and UNA decisions on a
demand deposit account
Annual Percentage Rate
The procurement division of Santander which negotiates and evaluates all third-party contracts with vendors
Authorization to Release Information
Adjustable Rate Mortgage
Automated Returns Systemsystem used to process overdrafts
Automated Teller Machine
Attorney In Fact For (commonly called a POA, or Power of Attorney)
Automated Underwriting System
Business as Usual
Business Banking Executive
Business Customer Contact Centerservices business customer needs via telephone (1-877-768-1145)
Branch Control Inspection
Business Conversation GuideFinancial Profile Tool to better understand a Business customers needs that allows the correct solution to
be easily recommended
Business Deposit Account Agreementdisclosure provided to all new business account customers and also upon request
Basic Database Platform Customer database similar to CIF
Beneficiary
Board Enterprise Risk Committee
Branch Image Capture
Business Lead List
Business Line Recommendation
Branch Manager
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Acronyms and Key Terms Job Aid, Continued


Key Term/Acronym
BOB
BOM
BOP
BPMI
BSA
CAM
CBO
CBR
CBRE
CBT
CCC
CCG
CCICO
CCO
CCTV
CD
CDARS
CEO
CEVF
CIA
CIC
CIC Ex Co
CIM
CIOC
CIP
CIRS
CLL
CLO
CLS

CLTV
CM
CM&P
CMSI
Retail Banking Job Aids

Definition
Business Online Banking
Branch Operations Manager
Business Owner Premier Checking account
Borrower Paid Mortgage Insurance
Bank Secrecy Act
Credit Approval Memo
Prior to March 11, 2009, Community Banking Office was the term used for a retail branch
Credit Bureau Report
CB Richard Ellisthe Banks Property Management company
Computer-Based Training
Customer Contact Centerservices retail customer needs via telephone (1-877-768-2265)
Consumer Conversation GuideFinancial Profile Tool to better understand a customers needs which allows the correct solution to be
easily recommended
Chief Compliance and Internal Control Officer
Chief Compliance Officer
Closed Circuit Televisiona system which allows the Bank to broadcast video feeds over PCs
Certificate of Deposit, aka Time Deposit
Certificate of Deposit Registry Serviceavailable through Capital Markets Investment Sales and provides customers with a way to keep
up to $50+ million FDIC insured
Chief Executive Officer
Commercial Equipment and Vehicle Finance
Credit Inquiry Affidavit
Compliance and Internal Control
Compliance and Internal Control Executive Committee
Change Integration Managerpart of the Business Change Management Team that works on projects
Complaints & Incident Oversight Committee
Customer Identification ProgramFederal regulations require all banks to develop policies and procedures for identifying customers who
open new accounts or are added to existing accounts; a banks program is called its CIP or Customer Identification Program
Current Interest Rate Schedulea required disclosure located in Finesse that shows current interest rates to customers opening new
deposit accounts
Consolidated Lead List
Consumer Loan Originations OR Commercial Loan Originations OR Consumer Loan Operations OR Commercial Loan Operations
Commercial Loan Servicesa division of the Bank made up of Commercial Loan Operations, Commercial Documentation, Commercial
Loan Administration, Dealer Floorplan Operations, and Asset-Based Lending Operations OR Consumer Loan Servicesteam
responsible for servicing the needs of all the Banks Consumer Loans
Combined Loan To Value
Cluster Manager, manages more than one branch location, or Credit Memorandum
Cost Management & Procurementteam that is part of the Manufacturing Group
Credit Management Solutions, Inc.Consumer Lending Online Application Processing System that feeds the application status to LAQS
(Loan Application Query System) for branch team members to review the status of their customers applications
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Acronyms and Key Terms Job Aid, Continued


Key Term/Acronym
CMU
C/O
COI
CSM
COP
Corporate Banking
Services
CPGT
CPP
CRA
CRE
CRT
CSS
CSU
DDA
DES
DE
DNC

DPLC
DRG
DSA
DSHA
DTI
DU
EA
EALOC
eCo
ECOA
EDC
EFT
EIN
Retail Banking Job Aids

Definition
Cost Management Unit
Counter Offer
Center of Influenceused in conjunction with business sales to refer to accountants, attorneys, etc.
Region- Consumer Sales Manager
Court Order Processing
Team that provides financial solutions, such as cash management and payroll services, to the Banks Commercial and Small Business
customers
Corporate Compliance and Governance Team
The vendor that activates the Banks Debit Cards
Community Reinvestment Actencourages banks to meet the credit needs of their communities including low- and moderate-income
areas; also known as Regulation BB
Commercial Real Estate, now referred to as SREC (Santander Real Estate Capital)
A Finesse system term for our former host processing system, Fiserv, where account and customer information was housed for review
and maintenance
Customer Self-Switchkit provided to customers who want to switch to the Bank from another bank without team member assistance
Customer Support Unita group of dedicated team members who respond to branch team member and customer questions regarding
consumer credit applications-in-progress; phone number: 10-1243 or 1-888-848-3186
Demand Deposit AccountChecking account
Deposit Escrow Services
District Executiveoversees and coaches multiple branches in a District
Do Not Callthe set of federal and state laws associated with telemarketing and a consumers ability to limit telemarketing calls by
registering her phone number; also the Bank's database located on the Privacy site in which team member's may look up a phone
number when telemarketing customers for non-Bank products (e.g., SIS products) or a prospects phone number when telemarketing
Bank or non-Bank products
Important! Branch team members do not use the DNC database to check telemarketing preferences. Instead they must use the Gryphon
Outbound Calling System
Direct Pay Letter of Credit
Desk Reference Guidesummary/overview of a product or programs features and benefits
District Sales Assistantsupports sales activities in one or more Districts
Delaware State Housing Authority
Debt To Income
Desktop Underwriting
Expanded Approval
Easy Access Line of Creditoverdraft line of credit linked to a consumer DDA
The Banks web-based consumer loan system for consumer loan application data entry and processing
Equal Credit Opportunity Act
Electronic Data Capturethe Cash Advance machine
Electronic Funds Transfer
Employer Identification Numberused by Federal Government to identify a business entity
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Acronyms and Key Terms Job Aid, Continued


Key Term/Acronym
EOI
EMC
EMS
E-Pay
ERP
eTIME
eVision
FACTA
FAQ
FC
FCRA
FDIC
FDMS
FED
FHA
FHLB
FHLMC
FIA
FIG
FINRA
Fiserv
FIU
FNMA

FOM
FP&S
FTE
Geoban
GL
GLA
GLBA
Retail Banking Job Aids

Definition
Evidence of Insurance
Executive Management Committee
Executive Management Servicesa team within Client Relations that researches and responds to customer complaints directed to the
Banks Management Executive Committee (MEC), the OCC, or other governing authority
Electronic Payment
Enterprise Resource Planningcatalog system used for placing orders from a selection of more than 400 items from the vendors used by
branch team members: Staples, Standard Register and Superior Bags
Electronic TIME Card
Web-based imaging system designed to provide authorized users access to archived images, such as customer statements, deposited
and cashed checks, deposit and withdrawal tickets
Fair and Accurate Credit Transactions Act
Frequently Asked Questions
Financial Consultantworks on behalf of Santander Investment Services
Fair Credit Reporting Act
Federal Deposit Insurance Corporation
First Data Merchant Services (also known as Santander Merchant Services)
Federal Reserve Bank
Federal Housing Agency
Federal Home Loan Bank
Federal Home Loan Mortgage Corporation, aka Freddie Maca congressionally-chartered institution that buys mortgages from lenders
and resells them as securities on the secondary mortgage market
FIA Card Servicesadministered the Banks Consumer Credit Card portfolio prior to Q2 2013.
Financial Institutions Group
Financial Industry Regulatory Authoritylargest independent regulator for all securities firms and securities representatives; created in
2007 through the consolidation of the NASD and NYSE
An account processing company which hosts the Banks loan account information and processing, and formerly hosted deposit
information
Financial Intelligence Unit
Federal National Mortgage Association, aka Fannie Mae a federally-chartered enterprise owned by private stockholders that
purchases residential mortgages and converts them into securities for sale to investors; by purchasing mortgages Fannie Mae supplies
funds that lenders may loan to potential homebuyers
Field Operations Manager
Fraud Prevention & Securityteam dedicated to providing a safe environment for Bank team members and customers and for handling
fraudulent issues, robberies, investigations and other security concerns; formerly known as Loss Prevention & Security (LP&S)
Full Time Equivalent
Provider of business-process outsourcing for Santander
General Ledgeran internal bank account used for accounting purposes
Gross Living Area
Gramm-Leach-Bliley Actthe Financial Services Modernization Act of 1999
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Acronyms and Key Terms Job Aid, Continued


Key Term/Acronym
GMw4

GMw4 Double
Gryphon
HELOAN
HELOC
HMDA
HOA
HOI
HOIB
HR
HRBP
HUD
HVC
IAR
IBSI
ICB
IDA
IOTA
IOLTA
IP
I-Pay
IRA
IRIS
IRS
ISAOA ATIMA
ISBAN
IT
ITF
IVR
IVRR
KPI
KYC
KYCQ
Retail Banking Job Aids

Definition
Get More with 4the Banks sales strategy to successfully acquire and deepen customer relationships by selling the core retail
(consumer and small business) product set, which includes a checking account, debit card, Online Banking and either a savings or Money
Market account
Get More with 4 Doublethe next step in GMw4 strategy; further solidifies customer relationships by providing additional services
beyond the core banking services found in GMw4
System used by Platform team members to make outbound sales and service calls to customers and prospects
Fixed-Rate Home Equity Loan
Home Equity Line of Credit
Home Mortgage Disclosure Act
Home Owners Association
Home Owners Insurance
Home Owners Insurance Binder
Human Resourcesthe team responsible for providing leadership in creating and sustaining a great place to work for each team member
Human Resources Business Partner
Housing and Urban Development
Highly-Valued Customer
Internal Asset Review
Integrated Banking System InquiryBancsource System previously used for consumer loan and line of credit inquiries
Independence Community Bank; acquired by the Bank in 2006
Individual Development Accounta savings account targeted to low-income consumers typically sponsored by a third-party non-profit
organization (aka Family Savings Account)
Interest on Trust Account
Interest on Lawyers Trust Account
Incentive Plan
Electronic paystub provided to team members by ADP
Individual Retirement Account
Interactive Reporting Initiation ServicesInternet-based Cash Management solution for business customers offered by Corporate
Banking Services
Internal Revenue Service
Its Successors and/or Assigned As Their Interests May Appearcommon term when referring to mortgages or Home Equity Loans
Specialized global factory devoted to developing and implementing the overall software strategy of the Santander Group. Its name is
derived from the acronym for Ingenieria de Software Bancario (Banking Software Engineering), an operational office in Boston.
Information Technologycoordinates all IT projects and needs
In Trust For
Integrated Voice Response system (aka VRU)allows customers to obtain account information via telephone 24/7
Initiative Value Risk and Rewardbusiness case and financials template required for all project proposals, approval, prioritization and
resource/capital allocation
Key Performance Indicators (KPI Report)
Know Your Customer
Know Your Customer Questionnaire
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Acronyms and Key Terms Job Aid, Continued


Key Term/Acronym
LA
LAQS
LBE
LC
LHOP
LMS
LOC
LP
LPL
LPMI
LPO
LQAS
LRL
LSTG
LTM
LTV
MAD
Manufacturing Group
MCAW
MDO
ME
MEC
MFD
MI
MIC
MICR
MIP
MIRO
MIS
MMA
MPS
MRB
MRP
MSAS
Retail Banking Job Aids

Definition
Loan Administratoran individual on the Commercial Lending Team that is responsible for customer service for specific RMs loan
portfolios
Loan Application Query Systemsystem that provides updated status of a consumer loan application from data entry to booking
Licensed Bank Employeeteam members who are licensed to sell investment and insurance products
Letter of Credit
Lancaster Housing Opportunity Partnership
Learning Management System
Line of Credit
Loan Processor
LPL Financial Corporationthe Banks former third-party broker/dealer involved in the distribution of all mutual funds, insurance products,
and annuities held in brokerage accounts or directly with various product providers
Lender Paid Mortgage Insurance
Loan Production Office
Loan Quality Assurance Systemsystem used by the Commercial Lending teams to track all documentation related issues
Lien Release Letter
Loan Syndication and Trade Group
Lead Team Membera branch team member with any one of the following titles: Branch Manager (BM), Assistant Branch Manager
(ABM), Branch Operations Manager (BOM), Teller III
Loan To Value
Managed Asset Divisionthe division responsible for managing commercial loans which are not performing as expected
Formerly known as Corporate Services Groupresponsible for technology, operations, organizational design, change management,
operational risk, and cost management across the bank
Mortgage Credit Analysis Worksheet
Mortgage Development Officer
Prior to January 1, 2012, Market Executive was the term for the leader responsible for a Retail Market and several Districts
Management Executive Committee
Multi-Functional Deviceincludes copier, printer, scanner and fax
Mortgage Insurance
Mortgage Insurance Certificate
Magnetic Ink Character Recognition
Mortgage Insurance Premium
Santander system used to track customer issues/incidents through the branch or CCC, positive feedback from customers and customer
suggestions
Management Information Systems
Money Market Account
Minimum Performance Standardssales standards which all branch team members must meet
Mortgage Revenue Bond
Management Reporting Package (used for Commercial Services)
General Ledger Inquiry System
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Acronyms and Key Terms Job Aid, Continued


Key Term/Acronym
MSB
MTD
NAO
NAR
NCA
NCOA
NCREL
Newcomer
NHS
NLOD
NSF
OCC
OCR
ODP
OFAC
OJT
OMS
Onsite Check Deposit
Opt in

OREO
OTC
Overdue
P2P
PAM
PAPP
Partenon
PB
PBR
PCAS
PDAA
PEP
PFS
PHFA
Retail Banking Job Aids

Definition
Money Service Business
Month to Date
New Account Opening
New Account Request
New Checking Acquisition
National Change of Addresstwice per year, the Bank receives address updates for retail accounts from the US Postal Service
National Commercial Real Estate Lending
Customer onboarding process and tactics designed to maximize new customer interactions within the first 90 days of checking account
opening
Neighborhood Housing Society
Network Learning & Organizational Developmentteam responsible for all new hire and existing branch team member training
Non-Sufficient Funds
Office of the Comptroller of the Currency
Operational Control Recorddesigned to keep track of branch critical control indicators relative to the operations of the office as they
occur (daily, weekly, monthly, etc.) or Our City Reading
Overdraft Protection
Office of Foreign Assets Control
On-the-Job Training
Operational Measurement Standardsoperational standards which branch team members must meet
A web-based service that allows business customers to make electronic deposits directly from their office by scanning their checks,
creating an electronic image of those items and then transmitting them to the bank for processing
The customer election that authorizes the Bank to authorize and pay overdrafts incurred by an ATM or one-time debit purchase
(Santander Account Protector); as of July 1, 2010, Regulation E will not allow banks to pay and charge overdraft fees for these items
unless the customer gives us advance consent.
Other Real Estate Owned
Over the Counterdescribes a type of transaction processed by tellers
A Partenon term for when the Excessive Overdraft Block is no longer active and the Excessive Overdraft Block has been removed
Purchase to Payment Support Team
Profitability, Analysis and Marketing database
Primary Applicant
Core information technology system used at Santander
Partnership Bankinga program offered by the Bank to companies who are interested in offering their employees additional financial
benefits (Partnership Checking and more) at no cost to the company
Personal Banking RepresentativePlatform Sales and Service team member
Partenon Card Administration Systemthe bank card and credit card system
Personal Deposit Account Agreementa disclosure provided to all new personal deposit account customers and also upon request
Preauthorized Electronic Payment
Personal Financial Statement
Pennsylvania Housing Finance Agency
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Acronyms and Key Terms Job Aid, Continued


Key Term/Acronym
P&I
P&S
PIC
PIF
PITI
PMI
PMO
PO
P/O
POA
POR
POS
Portals
PPLS

PR
Produban
Prom Note
Promotion
PS
PSC
PST
PUD
QA
QRC/QRG
RA
RBLD
RDI
Reg CC
Reg D
Reg DD

Retail Banking Job Aids

Definition
Principal and Interest
Purchase & Sales Agreement
Purchase and Investment Committeegroup responsible for approval of any expenditure recommended by PIF that exceeds $100,000 or
Payroll Information Center
Purchase and Investment Forumgroup that must review and approve all expenditure requests above $15,000
Principal Interest Taxes & Insurance
Private Mortgage Insurance
Project Management Office
Purchase Order
Payoff
Power of Attorney
Proof of Residency
Point-of-Sale
Term used for the Banks intranet. Provides access to key information and systems that are personalized and structured according to the
needs of each team member.
Privacy Preference Lookup Systemanother of the Bank's databases located on the Privacy site in which team members may look up a
customer name when telemarketing for Bank products or prospects name for Bank products; PPLS also houses a customers other
marketing and FCRA preferences
Important! Branch team members do not use the PPLS to check telemarketing preferences. Instead they must use the Gryphon
Outbound Calling System.
Partial Release
Infrastructure and IT operations factory of the Santander Group; established in 2005 and has recently incorporated in the United States
Promissory Note
External, limited-time offer for customers
Paystub
Produban Service Center formerly known as the TSC or Technology Service Center
Personal Securities Transactions
Planned Unit Development
Quality Assurance
Quick Reference Card/Quick Reference Guideeasy-to-use reference tool with specific information pertaining to a specific subject
Relationship Administratora team member who supports the Business Banking Relationship Managers (RMs)
Retail Banking Learning & Developmentteam responsible for all new hire and existing branch team member training
Return Deposited Item
Regulation CCimposes maximum time frames for making deposited funds available for withdrawal depending on the type of instrument
deposited
Regulation Dimposes uniform reserve requirements on all depository institutions, defines the eligibility requirements for NOW accounts
(which the Bank does NOT offer), and outlines the monthly transactions limitation on savings and money market deposit accounts
Regulation DDTruth in Savings Act of 1991; requires financial institutions to provide a clear and uniform method of disclosing
information about their deposit accounts to consumers
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Acronyms and Key Terms Job Aid, Continued


Key Term/Acronym
Reg E
Refer A Friend
REFI
REO
RFP
RM
ROI
ROM
RP
RSA
RTP
RTS
Sales Portal
Santander Learning
SAP
SAP-ERP
SAPP
SAT
SAW
SB
SBA
SBC
SBLC
SBMA
SBMNY/NJ
SBNE
SBSM
SBTL
SCUSA
SDB
Servicing Portal
SGF
SHUSA
SIS

SITAC
Retail Banking Job Aids

Definition
Regulation Eestablishes the rights and responsibilities of retail customers and financial institutions on the use of electronic fund transfer
service, and requires that all debit card, credit card and ATM/POS transaction claims be reported and resolved within specific time frames
Customer referral program supported by an online system to capture customer referrals
Refinance
Real Estate-Owned
Request For Proposal
Relationship Managermanages Commercial/Business Account Relationships
Return on Investment OR Report of Investigation
Retail Operations Manageroversees branch operations throughout designated districts
Region Presidentleader responsible for a Retail Region and several Districts previously know as Market Executive
Rental Security Agreement
Ready to Print
Ready to Schedule
Portal used for new account opening
The Banks Online Learning Management System
Sales Action Plandocument that outlines a product or programs features, benefits and supporting sales and marketing tools/resources,
or Santander Account Protector
The Banks expense management and budget system
Secondary Applicant
Sales Activity Tracker
Santander at Work
Student Banking
Small Business Administration
Small Business Consultant
Standby Letter of Credit
Santander Bank Mid-AtlanticPennsylvania, and Maryland
Santander Bank Metro New York and New Jersey
Santander Bank New EnglandMassachusetts, Connecticut, Rhode Island, & New Hampshire
Region - Small Business Sales Manager
Region Small Business Team Leader
Santander Consumer USA
Safe Deposit Box
Portal used for serving accounts
Santander Global Facilities
Santander Holdings USA
Santander Investment Servicesretail investment program at the Bank designed to provide customers with access to a broad range of
investment products, including mutual funds, fixed and variable annuities, and life insurance through licensed representatives
conveniently located throughout our retail branch network
Santander Identity Theft Assistance CenterDepartment within LP&S which assists customers with preventing or recovering from identity
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Acronyms and Key Terms Job Aid, Continued


Key Term/Acronym
SLA
SLAM
SLPP
Small Business Credit
SME
SMDIA
SMS

Santander Account
Protector
Santander Debit
MasterCard
Santander Referrals
Sprint
SPC
SPOC
SPP
SPS
Sr. SBS
SRC
SREC
STARR
SRAU
SSA
SSCC
SSI
SSM
SSN
Subord.
Synergy
TAPF
TARP

TIL
Retail Banking Job Aids

Definition
theft
Service Level Agreementperformance standards/timeframes established by each line of business for its deliverables to customers
Scored Loan Approval Memorandum
Santander Loan Protection Plan
Branch-based Commercial Creditfor commercial loan/line requests up to $750,000
Subject Matter Expert or Small- and Medium-Sized Enterprises Banking DivisionRetail team
Standard Maximum Deposit Insurance Amount
Santander Merchant Servicesa strategic partnership between the Bank and First Data Merchant Services to provide all aspects of
electronic payments, including debit and credit card processing, gift card and associated software/hardware services to business
customers
Allows the Bank to pay a customers overdrafts on ATM and one-time debit card transactions, and potentially charge a fee if the customer
opts-in
The Banks debit card offered for sale beginning February 18, 2011 provides easy and convenient access to deposit accounts. Replaces
the (VISA) debit card.
Online referral system that tracks referrals submitted by Bank team members to business lines
Internal team member sales contest typically running 4 6 weeks
Sales Performance Consultant
Single Point of Contact
Sales Portal ProcessNew account opening
Santander Payroll ServicesA strategic partnership between the Bank and ADP to provide payroll, tax and HR services to business
customers
Sr. Small Business Specialistbranch team member responsible for growth and retention of a business portfolio,
Sales Resource Centeran area of the Branch Manager and Branch General Portals providing numerous Sales Management and sales
tools and resources or Standardized Risk Committee
Santander Real Estate Capital (formerly CRE)
Steps to Achieve Remarkable Results
STARR Remote Advisory Unit
Social Security Administration
Santander Security Command Consolethe LP&S team who monitors internal security systems and notifies local authorities, if
appropriate
Supplemental Security Incomea Federal Income supplement program
Sourcing & Supplier Managementteam that manages all of the Banks purchasing activities and relationships with third-party suppliers
Social Security Number
Subordination
Application that houses various reports and images that are used by many departments within the Bank
Title, Appraisal, and Flood review
The Treasury Departments Troubled Asset Relief Program of which a major component is the Capital Purchase Program, a voluntary
program that allows healthy banks to sell equity shares to the government for cash the banks can use to increase their lending or to
bolster their capital ratios. The Bank is NOT participating in TARP.
Truth In Lending
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Acronyms and Key Terms Job Aid, Continued


Key Term/Acronym
TIN
TSM
T&I
TD
TM
TMAP
TT&L
UAT
UNA
UTD
UTMA
VA
VIN
VOD
VOE
VOI
VOM
VOR
VRU
WAP
WTD
WVD
YSP
YTD

Definition
Taxpayer Identification Number
Teller Service Modelmethodology and tools to map teller schedules more closely to branch customer traffic patterns and implement
active customer queue management to ensure we have the right customer service levels at the teller line when needed
Taxes and Insurance
Time Depositalso known as a certificate of deposit
Team Member
Team Member Authorization Profileprovides a summation of what keys and combinations a branch team member is assigned within a
branch, in addition to assigned authority levels
Treasury, Tax & Loan
User Acceptance Training
Unavailable Funds
Up To Date
Uniform Transfer to Minors Act
Veterans Affair
Vehicle Identification Number
Verification of Deposit
Verification of Employment
Verification of Income
Verification of Mortgage
Verification of Rent
Voice Response Unit (aka IVR)the telephone system which allows customers to obtain information over the phone 24/7
Weighted Average Performancethe primary indicator of how branches and team members are performing against all of their assigned
goals; it calculates average percent to goal and takes Incentive Plan weights into consideration
Week To Date
Waived
Yield Spread Premium
Year To Date

Retail Banking Job Aids

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