Overview

BSA monitors consumer accounts for unusual and suspicious transactions and activity. If BSA has additional questions regarding the source of funds and/or potential suspicious transactions, Relationship Bankers assist in making contact with the client to ask the necessary questions. 

Who does BSA ask to assist?

1. Lending officer assigned to the loan relationship
2. Retail Banker assigned to the deposit account
3. Retail banker assigned to the relationship
4. Office assigned to the relationship / account

Why does BSA ask for assistance?

1. Client contact is required to obtain explanations from the client to justify or explain observed activity.
2. Lenders and retail associates are familiar with their clients and are therefore asked to assist in obtaining additional information and assessing the reasonableness of the explanations given.

What is required of associates when contacting clients for additional information?

1. Ask specific questions to obtain an explanation for the activity in question.
2. Obtain and record responses from the client.
3. Determine if the explanation makes sense for the client, who they are, what they do for a living, past experiences or life changing events.
4. Make a determination if the answer(s) given are viable.  

Retail - BSA Request for Information

When BSA identifies suspicious account activity, a Synapsys Contact Event will be sent to a banker to follow up with the client using.  Refer to the Conversation Starters tab to promote a successful call with the client.  Once the necessary BSA information is obtained, record call results.  BSA requests you attempt to contact the client 3 times.

To record call results:

1. In  Xperience > Product > Synapsys CRM > Desktop. The Home/Suite Manager Screen displays. 
2. Click Events. 
3. Click Received > Contact List.
4. Double click on the new contact event from BSA.
5. Refer to the comments section for complete instructions from BSA regarding the reason client contact is required.
6. Call the client the same day the contact event is received.
7. Update the contact event as follows:
   1. Summary and Assigned To fields - no changes necessary
   2. Type - Choose Client Outreach
   3. Status - update status to Active once client contact is made and information is documented in comments.
   4. Office - choose your office
   5. Outbound Call Reason- Do Not change unless directed by BSA
      • BSA –when specific information on recent account activity is required
      • BSA – Close Account – use when banker must close the account
   6. Call Results - Use the drop-down arrow to choose Other – Provide Specifics
   7. Comments - Include details from the call providing BSA with the required information.
      • Source of funds
      • Reason for suspicious activity
      • If requested, confirm account has been closed
      • If applicable, indicate that a voicemail message was left for the client.
   8. Tickler - if you are unable to reach the client on your first attempt, set a tickler for the following business day.  
8. Click Save.
9. Click Save and Go Back.
10. BSA will update the status to Closed once the requested information is received.

Revenue - BSA Request for Information

When BSA identifies suspicious account activity, a Synapsys Contact Event will be sent to a banker to follow up with the client using.  Refer to the Conversation Starters tab to promote a successful call with the client.  Once the necessary BSA information is obtained, record call results.  BSA requests you attempt to contact the client 3 times.

To record call results:

1. In  Xperience > Product > Synapsys CRM > Desktop. The Home/Suite Manager Screen displays. 
2. Click Events. 
3. Click Received > Contact List.
4. Double click on the new contact event from BSA.
5. Refer to the comments section for complete instructions from BSA regarding the reason client contact is required.
6. Call the client the same day the contact event is received.
7. Update the contact event as follows:
   1. Summary, Assigned To and Type fields - no changes necessary
   2. Status - update status to Active once client contact is made and information is documented in comments.
   3. Office - choose your office
   4. Outbound Call Reason- Do Not change unless directed by BSA
      • BSA –when specific information on recent account activity is required
      • BSA – Close Account – use when banker must close the account
   5. Call Results - Use the drop-down arrow to choose Other – Provide Specifics
   6. Comments - Include details from the call providing BSA with the required information.
      • Source of funds
      • Reason for suspicious activity
      • If requested, confirm account has been closed
      • If applicable, indicate that a voicemail message was left for the client.
   7. Tickler - if you are unable to reach the client on your first attempt, set a tickler for the following business day.  
8. Click Save.
9. Click Save and Go Back.
10. BSA will update the status to Closed once the requested information is received.

Conversation Starters

Recorded Webinar

Click here to access the BSA recorded webinar on this topic.