Understanding Risk Awareness

FLMs are strictly prohibited from returning retained cards or retained passbooks to customers under any circumstances.

• Yes

• No

If a CM approaches the FLM or AO claiming that their cash has been retained upon the team arrival. What should FLM or AO do?​

​

i. Diverted him to call DBS hotline for assistance.​

ii. Do not proceed to disarm the premises and service the machine until CM left the place.​

iii. Abandon the place if the situation escalated and at risk.​

iv. Invite CM to witness on the clearing cash jam process in order to confirm CM initial claims.

• i only

• i & ii

• i, ii & iii

• i, ii, iii & iv

Correct action for FLM when AO fails to arrive at revised meeting point:​

1. i.) Wait for AO's arrival, then update Silvanus ticketing with "Arrival" status in Silvanus ticketing. If response time exceeded, FLM to indicate AO arrive late in Service Report resolution.​

2. ii.) FLM should press “Arrival” in Silvanus ticketing and put “Waiting”. Reason being waiting for AO to arrive.​

3. iii.) Contact AO to confirm ETA and ensure clear communication.​

4. iv.) FLM to open the machine, triggering the premises alarm to prove on-site.

• i & ii

• i & iv

• ii & iii

• ii & iv

FLM is not liable for any incorrect information entered into the Tebag, as it is the responsibility of AO to verify and ensure the accuracy of the information.

• Yes

• No

Which of the following scenarios fails to maintain a safe work environment?

• FLM advised EO to exercise caution and walk slowly due to the slippery floor conditions after the heavy rain.

• FLM and EO ensure the machine and premises are secured before EO takes a toilet break

• FLM instructs AO to jaywalk, disregarding traffic signals.

• FLM secures the safe and machine during a heated situation between AO with CM.

Upon finding a passport in the ATM lobby, FLM should:​

1. i.) Attempt to contact the passport owner directly.​

2. ii.) Seek approval from DN Management to bag in Tebag and safe keep in the machine.​

3. iii.) Leave the passport unattended or dispose of it.​

4. iv.) Surrender the passport to the nearest Police Station.

• i & iii

• i & iv

• ii & iii

• ii & iv

After accessing the ATM safe, the Field Service Manager (FLM) discovered a damaged Tebag, previously prepared by another FLM. Although the cash was not immediately visible, it was vulnerable to removal through the torn hole. What should FLM do?​

1. i. )Take a photo of the torn Tebag as evidence and inform DN management about the damaged Tebag.​

2. ii.) Obtain approval from DN management to bag the damaged Tebag to a new Tebag.​

3. iii.) With management approval, open the damaged Tebag, re-count the cash to ensure no discrepancy.​

4. iv.) Put the damage Tebag to the safe place.

• i only

• i & ii

• i, ii & iii

• i, ii, iii & iv

Why accuracy in TEbag and Service Report is important?

(I) To avoid claiming process delayed.

(II) To avoid discrepancy.

(III) To builds trust amongst customers.

(IV) To maintain high service quality.

• I & II

• I, II & III

• I, II & IV

• All of above.