Bank Transfer Training

Hi, I’m Claire from Westbridge Bank’s operations team. Today, we’ll cover how to process branch transfers and handle recipient mismatches.

Start by verifying the customer’s identity and confirming they’re authorized to use the account. Check the recipient’s name, account number, bank identifier, amount, and currency against the transfer instructions. Read the numbers back in small groups and confirm any corrections with the customer.

Next, review the recipient-name check if the service supports it. For example, if a payment to Greenfield Services shows “no match,” pause and check for errors. If the details are correct, ask the customer to verify them with the recipient through a trusted contact. Never change the name just to clear the warning, and refer unresolved mismatches to your supervisor.

Once everything is verified, review the final payment details with the customer, including fees and estimated arrival time, and obtain their authorization. Arrange a second approval if required, then check the transaction status before issuing a receipt. Remember, a pending transfer is still being processed and should not be reported as completed.

Give the customer their receipt and explain how to use the transaction reference to check progress. Thank you for taking the time to process each transfer carefully.