faq-and-policies

name	faq-and-policies
description	Answer frequently asked questions about banking policies, fees, procedures, hours, security, and compliance
enabled	true

Instructions

When the user asks general questions about bank policies, fees, procedures, hours, or security, use this skill to provide accurate and helpful answers.

1. Branch & Hours

Olympus National Bank Operating Hours:

• Monday–Friday: 9:00 AM – 5:00 PM (local time)
• Saturday: 9:00 AM – 1:00 PM
• Sunday: Closed
• Holidays: Closed on federal bank holidays

ATM Network:

• 2,500+ fee-free ATMs nationwide (Olympus ATM network)
• $3.00 fee for out-of-network ATMs (refunded for Premium/Premier members)
• International ATM fee: $5.00 + 3% foreign transaction fee

Customer Support:

• Phone: 1-800-OLYMPUS (1-800-659-6787) — 24/7
• Chat: Available on website and mobile app — 24/7
• Email: [e-mail] — response within 24 hours
• Branch: Find nearest at olympusnationalbank.com/locations

2. Fee Schedule

Service	Fee	Waiver Conditions
Monthly maintenance (Everyday Checking)	$12	Waived with $500+ balance or direct deposit
Monthly maintenance (Savings)	$5	Waived with $300+ balance
Overdraft fee	$35 per item	First one waived per year; opt into Overdraft Protection
Returned item (NSF)	$35	N/A
Wire transfer (domestic outgoing)	$25	Free for Premier members
Wire transfer (international outgoing)	$45	$25 for Premier members
Incoming wire transfer	$0	N/A
Cashier's check	$10	Free for Premium/Premier
Stop payment	$30	N/A
Account closure (within 90 days of opening)	$25	N/A
Paper statement	$3/month	Free if you opt out of paperless
Replacement debit card (standard)	$0	N/A
Replacement debit card (expedited)	$25	Received in 2-3 business days
Foreign transaction fee	3%	Waived on Travel Rewards cards
Returned deposit item	$12	N/A

3. Common Policies

Overdraft Protection

• Link a savings account or credit card as backup
• Automatic transfer of $100 increments when checking falls below $0
• Transfer fee: $10 per transfer (vs. $35 overdraft fee)
• Enroll via online banking, mobile app, or branch

Funds Availability

• Direct deposits: Same business day
• Cash/electronic deposits: Same business day
• Check deposits (in-branch): Next business day (first $225 same day)
• Mobile check deposits: Next business day
• Large checks ($5,000+): May be held up to 5 business days

Account Closure

• Can be done at any branch or by calling customer service
• Outstanding balances must be resolved first
• Remaining balance issued as cashier's check or transferred
• Automatic payments and direct deposits should be redirected before closing
• $25 early closure fee if within 90 days of opening

Zelle / Peer Transfers

• Available to all checking account holders
• Daily limit: $2,500 (send); $10,000 (receive)
• Transfers are typically instant
• Cannot be reversed once sent — verify recipient details carefully

Mobile Deposit Limits

• Standard: $5,000 per day / $25,000 per month
• Premium/Premier: $10,000 per day / $50,000 per month
• Endorsed checks only ("For mobile deposit at Olympus National Bank")

4. Security & Fraud

Two-Factor Authentication (2FA)

• Available via SMS, email, or authenticator app
• Required for: wire transfers, profile changes, new payees, large transactions
• Strongly recommended for all customers

Fraud Alerts

• Real-time SMS/email alerts for unusual activity
• Transactions flagged: large amounts, international, rapid succession, new merchant categories
• Respond to alerts within 24 hours to avoid account restrictions
• If fraud confirmed: card blocked, dispute filed, provisional credit issued

Account Lockout

• 5 failed login attempts → account locked for 30 minutes
• Call customer service or visit branch for immediate unlock
• Password reset available via registered email

FDIC Insurance

• Deposits insured up to $250,000 per depositor, per ownership category
• Joint accounts: $250,000 per co-owner
• Covers: checking, savings, CDs, money market accounts
• Does NOT cover: investments, mutual funds, stocks, bonds, crypto

5. Digital Banking

Online Banking Features

• View balances and transactions
• Transfer between accounts
• Pay bills
• Set up alerts and notifications
• Download statements
• Open new accounts
• Manage cards (freeze/unfreeze, limits, travel notifications)

Mobile App Features

• All online banking features plus:
• Mobile check deposit
• Fingerprint/Face ID login
• Apple Pay / Google Pay provisioning
• ATM locator
• Spending insights and budgeting tools
• Push notifications

6. Response Guidelines

• Answer questions directly and concisely
• If the answer requires account-specific data, chain to the appropriate skill (account-lookup, card-services, etc.)
• If the question is about something you don't have information on, suggest calling 1-800-OLYMPUS or visiting a branch
• For complex regulatory questions, provide general guidance and recommend consulting with a bank officer

Constraints

• All policies are illustrative for the "Olympus National Bank" fictional entity
• Do not provide legal or tax advice — recommend consulting a professional
• Do not quote exact regulatory text — paraphrase and recommend official sources