Robbery and Bank Security

Robbery and Bank Security

© 8/2021 American Bankers Association


ABA course content is not a substitute for professional legal advice.



Menu

Introduction

Robbery

Bomb, Kidnapping, and Extortion Threats

Opening and Closing Security Procedures

Active Aggressor Incidents and Other Emergencies

Con Artists and Other Criminals

Ethics and Internal Fraud

Wrap Up



Introduction

From the moment you leave your home for the bank, until you step inside your home at the end of the day, security issues should be foremost in your mind. Aspects of security are involved in your daily commute, opening and closing the bank, and serving each customer. Security experts say the best way to handle a difficult situation is to be prepared.

In Robbery and Bank Security, you will be provided with the information you need to handle the most common security conditions. The course reviews robbery guidelines, security devices, and bomb, kidnapping, and extortion threats. You will also learn about security related to opening and closing procedures.

In addition, this course includes guidelines for recognizing and foiling con artists. And you will learn about the personal responsibility of every bank employee to practice ethical behavior.

Your bank will provide additional rules and regulations specific to your location and job responsibilities to help you do your job.

ABA course content is not a substitute for professional legal advice.

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Introduction

Objectives

By the end of Robbery and Bank Security, you will be able to

• Demonstrate appropriate behavior before, during, and after a robbery

• Respond to bomb, kidnapping, and extortion threats in a safe manner

• Demonstrate safe daily routines

• Respond to active aggressor incidents and other emergencies in a safe manner

• Recognize potential con artist behavior

• Practice ethical behavior

Version: 2.0

Update: August 2021. No significant changes.

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Robbery

Perhaps the most threatening situation possible at a bank is robbery. Robbery must be handled intelligently and calmly by following guidelines learned through proper, consistent, and repeated training.

In fact, Federal Reserve Regulation H requires banks that are members of the Federal Reserve system to designate a security officer. The security officer is responsible for ensuring all bank officers and employees receive initial and regular training on their responsibilities under the security program, and for proper employee conduct during a bank robbery.

Other agencies, such as the Office of the Comptroller of the Currency (OCC) and the FDIC, have instituted similar requirements.

Important: Banks protect people first and assets second.

Glossary terms:

Bank security officer

A bank employee who is trained to oversee the bank security program and to protect employees, customers, and property.

Office of the Comptroller of the Currency

An independent bureau of the U.S. Department of the Treasury responsible for chartering, examining, supervising, and liquidating national banks.

Federal Deposit Insurance Corporation (FDIC)

Federal agency organized in 1933 to guarantee funds on deposit in member banks. The FDIC insures deposits at banks through the Bank Insurance Fund (BIF) and insures deposits at savings associations through the Savings Association Insurance Fund (SAIF).

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Robbery

Robbery is an inherent risk in the financial industry. While every bank works to manage risks where possible, once a robbery has begun, the situation should be handled with appropriate care.

The safety of customers and employees in the branch, and on bank premises, is the top priority when a robbery occurs. Employees who are well trained, aware of their surroundings, and who follow established robbery guidelines can help to ensure that a situation remains as safe as possible.

Click the general categories of robberies to learn more about them.

Morning glory

Robber surprises employee(s) to gain access to the vault or cash before the branch opens for business.

Note and/or verbal demand

Robber privately demands cash either verbally or by passing a note to the teller.

Take over

Robber(s) publicly announce demands and may use force to control the branch.

Important: It is imperative that branch employees thoroughly understand their responsibilities before, during, and after a robbery.

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Robbery

Follow opening & closing procedures Secure the cash drawer Use security devices Stay alert

Procedures to reduce robbery risk and mitigate loss

All bank employee's actions in a robbery should always be focused on their safety and the safety of those around them.

While general guidelines to follow in the event of a robbery are introduced here, banks will clearly outline procedures for minimizing the danger of robbery at their location.

Bank officials should review robbery procedures often to ensure they are familiar and comfortable with the recommended processes and procedures.

Click each tab to learn more about the procedures to counteract a robbery attempt.

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Robbery


Follow opening and closing procedures

The Bank Protection Act requires opening and closing procedures for banks to help ensure the safety and security of branch employees.

While individual branch procedures may vary, some general guidelines include the following:

• Be aware of current surroundings; be alert to activities of strangers or loiterers, abandoned vehicles, etc.

• Make sure bank employees have access to a working mobile device

• Ensure access to appropriate bank contact numbers; i.e., alarm center, security officer, management contact, law enforcement and any other contacts the bank designates

• Do not discuss confidential opening procedures or security measures with non-bank employees, including family, friends, vendors, couriers, or armored car personnel


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Robbery


Secure the teller cash drawer

Bankers should use the following procedures when using their cash drawer:

• All cash items should be locked up when not in use

• Never allow unauthorized persons in the teller area

• Never allow another employee to use your teller cash drawer

• Never leave cash items or other confidential items on the counter when leaving the teller station. The temptation may be too great for someone to steal the cash items or use the confidential information to gain unauthorized access to another customer’s account

Important: Do not keep excessive cash in the cash drawer. All banks limit the amount of cash that may be kept in the cash drawer. Bankers should know their bank’s cash supply limits.


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Robbery


Use security devices

Banks may use one or more of the following security devices:

• Cameras

• Digital video recorders (DVRs)

• A silent alarm, triggered when you remove a certain bill or stack of bills from your drawer or when a button is pressed

• A “suspicion button” that activates surveillance cameras and alerts the branch manager whenever you suspect an individual is “casing” the bank

• A stack of bills that contain dye packs or a GPS tracker that is activated by sensors at bank exits making it easier to identify and trace the robber after leaving the bank

• Door markers at exits to help you determine the height of the robber

• A holdup description sheet

• Guards or off-duty police officers

• Currently dated bait money. A record of the serial numbers is stored in the auditing department under vault control. Bait money should be placed so that it can be given to the robber easily and inconspicuously with other money in your cash drawer


Glossary term:

Bait money

Paper currency usually kept separate from other currency in the cash drawer that is included with the currency given out during a robbery. Serial numbers of the bills are recorded for use in suspect identification and conviction.

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Robbery


Stay alert

Security experts agree that the best way to prevent robbery is to discourage potential thieves.

• Be aware of suspicious persons loitering in and around the bank. They may be observing the location. Customer service skills can be beneficial in discouraging robbery attempts. By “meeting and greeting” unknown customers within 30 seconds of their entrance, bank employees impress new clients with prompt customer service. In addition, this also lets a potential robber know he has been “seen” by someone in the bank

• Notice the behavior of persons who enter the bank minutes before closing. They may be waiting for other customers to leave so that they can have a captive audience and a leisurely closing-time robbery. Pay attention to how they are watching the movement and actions of others in the building and to the amount of time and attention they are giving to completing forms at a check writing stand

• Some banks post signs instructing customers that hats and firearms are not permitted on bank premises. If the bank posts this policy, beware of anyone who does not abide by it and call this to a bank manager’s attention, but be sensitive to customers who may be wearing head coverings due to physical conditions or for religious reasons


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Robbery

Self Check Quiz

What procedures will help bank employees remain vigilant to the possibility of a robbery and counteract it?

Select the correct answers and click Submit.

A) Secure their cash drawer; do not keep excessive amounts of cash in their cash drawer

B) Learn how to use the bank’s security devices

C) Stay alert, and use good customer service skills to greet unknown customers promptly

D) Focus only on the customer at the teller station, not on other persons entering the bank or waiting in the lobby

A, B, and C are correct.

D is incorrect because bank employees should be aware of persons who may be loitering in the bank and should also notice the behavior of persons who enter the bank minutes before closing.

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Robbery

Exercise

It is 4:53 p.m. on a warm June day, and your bank will be closing in seven minutes. As you finish up with a customer, you notice a woman wearing a knit hat as she enters the bank and walks toward the check writing stand. Within 30 seconds, a man, also wearing a knit hat, enters the branch. He glances at the women at the check writing stand and enters the teller line. He seems very nervous. You notice that the woman at the check writing stand looks up and meets the gaze of the man who just moved to the teller line. It is now 4:55 p.m. and there are only a few customers in the bank, including the man and woman who just entered.

Instructions

Think about the scenario and answer the following questions:

1. What circumstances and behavior in the scenario appear suspicious?

2. What can you do in this situation to help counteract a possible robbery attempt?

Type your answers in the field. When finished, click the Suggested Results button to view possible responses.

Suggested Results

1. What circumstances and behavior in the scenario appear suspicious?

• Two people enter the bank just before closing, both wearing knit hats when the weather is very warm

• They appear to know each other, but are not “together”

• The man appears very nervous

• The woman is loitering at the check writing stand

2. What can you do in this situation to help counteract a possible robbery attempt?

• Greet each person to let them know they have been “seen”

• Ensure that you know the location of your bank’s security devices; for example, a “suspicion button” that activates surveillance cameras and alerts the branch manager whenever you suspect an individual is “casing” the bank

• Secure any excess cash Page 7



Robbery

What to do during a robbery

Guidelines to follow if you are involved in a robbery

• Remain calm. You want the robber to mirror your behavior. If a nervous person is committing the robbery, do not upset or antagonize the robber. The calmer you are, the calmer the robber will be

• Do exactly as the robber asks. Assume the robber is armed even if you do not see a weapon

• Do not be a hero. You may put yourself and those around you in greater danger by trying to apprehend the robber or refusing his or her request. Your primary goal at this point is to do what the robber asks so that he or she will leave the building as quickly as possible

• Give the robber exactly what he or she asks for. For example, if the robber asks for your 20s and 10s, then that is all you should give. Do not copy the actions of one teller who, when a robber asked for all her 20s and 10s, responded by asking “Don’t you want my 50s and 100s too?”

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Robbery

What to do during a robbery

Guidelines to follow if you are involved in a robbery, continued

• Activate the silent alarm, but only when it is safe to do so. Keep in mind that this may be safe to do only after the robber has exited the bank

• Include the bait money, dye pack and/or the GPS tracker if it seems safe to do so

• Remember the distinguishing features of the robber. You will be asked to describe the robber by completing your bank’s suspect profile or holdup description form

• Watch over all evidence left by the robber. If a note was used in the robbery, keep it in a guarded spot safe from additional fingerprints. If an envelope is handy, you can use the top of your finger or the eraser end of a pencil to slide the note into the envelope to save for law enforcement officials

• Remember everything the robber touches

• Listen to what the robber says as well as to voice inflections and slang. This information may be helpful in identifying and apprehending the robber

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Robbery

Remember the distinguishing features of the robber

This is not an easy task. Many individuals involved in a robbery that involves a firearm can provide law enforcement with a detailed description of the firearm but not the robber.

Example

Police: Can you describe the robber?

Teller: Umm… white, I think. Or maybe Hispanic, possibly black. About 5'6" or could have been 6'5", I'm not sure. I think he was wearing a hoodie and was clean shaven or he might have had a beard. He might have been bald, but could have had a full head of hair. Hair was black or blond. Maybe brown. He weighed around 165 or it could have been 265. He was a big guy. Sorry, I'm just not sure.

Police: Did the robber have a firearm?

Teller: It was a 45-caliber black metal with a white handle, semi-automatic with a laser sight and had the serial number shaved off.

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Robbery

On Your Own

Click the EZ Reference button to open and save the Sample Robbery Suspect Profile from the ABA Bank Robbery Deterrence Toolbox.

Review the information on the Sample Robbery Suspect Profile carefully. These are the kinds of details bank employees should observe during the course of a robbery. Every employees’ observation skills will improve with practice. Bank employees can practice by observing people or pictures of people in a magazine, and then trying to fill out these forms from memory.

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Robbery

What to do after a robbery

Many things will happen once the word of what has occurred reaches other bank employees and customers. Everything will run smoothly if all bank personnel perform their expected actions if a robbery occurs. Bank employees should talk with their supervisor about procedures that outline which employee will lock the doors, who will call the police, who will care for the injured, who will look for the getaway car, who will protect the evidence, etc. These procedures should be in place at each branch.

Affected bank employees’ primary responsibilities after a robbery are to take the following actions:

• Remain calm

• Call 911 and ensure the silent alarm has been activated, if you have not yet done so

• Alert closest co-worker to lock the doors

• Write down immediately any information observed safely, such as the make and model of the getaway vehicle, the direction the robber ran, the type of clothing the robber wore, and so forth. DO NOT follow the robber out of the building to get such information

• Close their teller window and lock up their cash supply

• Avoid touching the teller area and forbid anyone else to enter the area. Many banks have robbery kits that contain a plastic or paper sheet that can be spread over the teller area to preserve all fingerprints for law enforcement officials. The morning newspaper can accomplish the same results when spread out over the teller area

• Notify a security officer or other person designated by the bank as soon as it is safe to do so. If a teller must leave their area for this purpose, they should be sure to secure their cash before leaving

• Calmly inform employees and any customers that a robbery has occurred

• Do not discuss details of the robbery with anyone, including other employees and customers, until they have had a chance to write down everything they can remember about the robber and the details of the robbery. Details tend to get distorted when discussed and compared with others

• Be prepared when asked to balance their cash supply to verify the amount taken in the robbery

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Robbery

Procedures after a robbery

While you are writing down the details of the robbery, other bank employees, such as a branch manager or a security officer, will be taking steps to assist the law enforcement officials and ensure the safety of people remaining in the building. Those steps will include:

1. Locking the doors to the branch.

2. Taking the names and addresses of those who witnessed the robbery. There is no legal requirement by the

Federal Reserve or any other governmental body that a bank’s customers are to remain in a bank after a robbery

until they are released by the police. When a robbery occurs, bank personnel are supposed to obtain the names

and contact information of all customers that were in the bank at the time of the robbery; but bank employees

typically are not instructed to keep customers in the bank, have no authority to restrain customers from leaving

the bank, and should not attempt to do so.

3. Reminding bank employees that they are not to speak to the media.

4. Monitoring the doors to ensure that only the police and bank officials are allowed into the bank after the robbery.

5. Placing a sign on the door of the branch stating that the branch is closed and directing customers to the nearest

branch location.

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Robbery

Additional resources

Documented procedures

A bank’s security officer will document the bank’s safety procedures. Bankers should ask their supervisor where their bank’s safety procedures are located (for example, in the bank’s Security Manual or Teller Manual). Be sure to follow these steps precisely and thoroughly.

Intranet website

Bankers should ask their supervisor about internal websites that house information and resources such as branch security procedures, employee awareness, bank robber wanted posters, security alerts, and security personnel contact lists.

Job Aid: What Should I Do if the Bank is Robbed?

Click the Job Aid button to open and save What Should I Do if the Bank is Robbed?

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Robbery

Exercise

Instructions Imagine a robbery is in progress at your bank. Consider the following questions:

1. Should you cooperate with a robber’s demand for money? If so, how much should you give?

2. Should you follow the robber out of the bank in order to obtain additional information such as the color/make/model of the getaway car?


Suggested Results

1. Yes, you should cooperate with a robber’s demand for money. Give exactly what is asked for.

2. No, you should never follow a robber outside the bank; however, you should try to detect the method and direction of escape, provided you can do so safely.

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Bank personnel may also encounter other security threats such as bomb, kidnapping, or extortion threats.

Important! Always take bomb, kidnapping, and extortion threats seriously.

Bomb threats

Criminals may use bomb threats as a form of extortion, or to cause an evacuation so they can have easy access to funds. Bank employees may receive a bomb threat over the telephone, and when they do, bank officials need to be familiar with the specific measures to follow.

Click the link to review the Bomb Threat Call Procedures/Bomb Threat Checklist developed by the Department of Homeland Security (DHS).

https://www.cisa.gov/sites/default/files/publications/dhs-bomb-threat-checklist-2014-508.pdf

Glossary terms:

Kidnapping

Criminal offense in which a person is seized and held involuntarily.

Extortion

The crime of obtaining money, property, or a promise by threat or intimidation.

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https://www.cisa.gov/sites/default/files/publications/dhs-bomb-threat-checklist-2014-508.pdf




Self Check Quiz

Why do criminals usually make bomb threats?

Select the correct answer and click Submit.

A) To frighten bank employees as a prank

B) To clear the bank of people so they can get easier access to funds

C) To get revenge on a bank employee

D) To provide warning that an actual bomb is about to explode

B is correct.

A, C, and D are incorrect because they are not the usual reasons that criminals make bomb threats.

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Kidnapping threats

Bank employees could be targets for a kidnapper. A criminal might also call the bank and say that a kidnapping has already occurred. The criminal hopes the bank will pay for the safe return of an employee or the family member of an employee.

Senior bank officials are also exposed to kidnapping threats. Bank employees must keep the location and activities of their senior bank management officials confidential. Bank employees may not under any circumstances reveal such information to someone who has no need to know, not even to their own family and friends. If a caller seems persistent about obtaining this type of information, refer the call to a supervisor or security officer. Bank employees could jeopardize the safety of others at their bank if they violate this rule.

All bank employees are potentially vulnerable to kidnapping threats.

Job Aid: What Should I Do in a Kidnapping?

Click the Job Aid button to open and save What Should I Do in a Kidnapping? Review this document carefully to familiarize yourself with the steps you should follow if a telephone caller threatens to kidnap you or anyone else.

(Note: It is necessary to review this to complete the exercise on the next page.)

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Exercise

Instructions

Consider the following questions:

1. How can bank employees help protect other bank employees from kidnapping?

2. List steps an employee should follow when a potential kidnapper calls.


Suggested Results

1. Never reveal any details about any bank employees’ goings and comings or personal information, such as where they live or where their children attend school

2. The following steps should be taken when a potential or actual kidnapper calls:

• Cooperate with the kidnapper; be respectful

• Do not play hero

• Try to keep the caller on the phone as long as possible while alerting coworkers. Pay close attention to the details in an email

• If any bank employee receives a threatening email, he or she should alert coworkers immediately

• Record the exact time of the call or email and any other details

• Listen carefully to the caller. Be aware of accents, slang, and background noises.

• Notify supervisors and the bank security officer immediately

• Refer to each bank's procedures regarding kidnapping

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Extortion threats

The term extortion refers to the crime of obtaining money or property by using threats of harm against victims, or against their property or family.

Extortion is a crime in which one person attempts to force another person to do something against his or her will. Extortion is most often used in a banking situation to force the bank to give property or money to the perpetrator, or to take some action, such as rehiring someone or stopping an action such as foreclosure or repossession. This is done by threatening the victim’s property, person, or loved ones with harm or intimidating the victim.

The primary difference between extortion and robbery is that extortion requires the perpetrator to make a threat verbally or in writing; robbery does not. Robberies generally offer immediate gratification to the robber, while the extortionist will force the victim to hand over whatever the extortionist is asking for to avoid future repercussions.

Extortion may not always involve a phone call or in-person threat. Extortion may also include “ransomware,” a cyberattack against a bank to extort payment in return for the release of sensitive information. These types of attacks are increasing.

For additional information on cyber-threats and how to prevent them, see the ABA Frontline courses, Cybersecurity Fundamentals and Social Media: Managing the Risks.

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https://legaldictionary.net/robbery/




Self Check Quiz

What bank personnel are most likely to be the object of a kidnapping or extortion?


A) Head tellers

B) Personal bankers

C) Senior bank officers

D) All employees are potentially vulnerable

D is correct.

A, B, and C are incorrect because all employees are potentially vulnerable.

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Each day, bank officials should follow established safety routines when opening and closing their bank. Bank employees should review the following tips to ensure physical security of themselves and their coworkers.

Personal safety

• Bank employees should try to vary their morning commute route weekly or even daily. Always taking the same route makes it easy for a criminal to detect an established routine, which could make bank employees an easy target for kidnapping or extortion

• Bank employees should be observant in case they are being followed. If bank employees suspect that someone is following them, they should not go home or to the bank, but go instead to the nearest police or fire station or to any public place from which they can call the police

• Remember, bank employees are potential hostages. They should stay alert and be proactive and confident. For example, employees should not look down at their phone when entering the bank, if they are distracted, they are at risk

Click the EZ Reference button to open and save Considerations for Reducing Risk of Bank Personnel Kidnap and Home Hostage Situations.

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Security officers suggest that employees responsible for opening the branch and the initial search follow certain procedures.

Click each procedure for an overview.

Initial search

A “searcher” should go inside and search the premises while another employee watches from outside—preferably remaining in his/her locked car while the initial search is conducted. The “searcher” should inspect the exterior of the branch for signs of forced entry, attempted entry, loiterers, or unfamiliar vehicles. Once inside the branch, the “searcher” should check underneath desks and teller stations, lunchrooms, and any other areas where someone could hide, such as bathrooms and closets.

Predetermined signal

When the search is over, the searcher gives a predetermined signal to the waiting employee that it is safe to enter. If the employee waiting outside does not receive the signal, he or she should contact the bank security officer or the police.

Opening code signal

To let the later arriving employees know that it is safe to enter, the “searcher” activates an opening code signal, which may be something like opening a curtain, moving a plant, or turning on the external light in the drive-in window. The opening code signal should be changed frequently to ensure safety. All subsequent arriving employees should be let in the door by employees inside and should not gain access by means of their keys or access cards.

Important: If bank employees arrive at the bank and the all-clear signal has not been given, they should wait outside for the signal or contact the appropriate bank personnel to let them know the building has not been secured. Sometimes the person responsible for securing the premises has just forgotten to give the “all-clear” signal, but never assume that is the case. If the all-clear signal is not displayed, it should always be treated as a dangerous situation.

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Self Check Quiz

Because you are a bank employee, you need to be extra vigilant about your safety even during your commute to and from work, and in opening and closing your bank.


True

False

Answer: The statement is true because as a bank employee, you are a potential hostage. Stay alert and be proactive and confident.

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On Your Own

Banks will have specific opening security procedures that employees need to know.

Click the Worksheet button to view and download the Opening Security Procedures worksheet.

Bank employees should work with their supervisor to identify the security procedures they are expected to follow, then document them on this sheet for their reference, until they are able to commit them to memory.

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Closing procedures

Before the bank is vacated at the close of business each day, bank employees should complete certain procedures.

Roll over each of the following five steps to learn more about the closing procedures.

Step 1

Search the teller area for valuables such as cash or coin inadvertently left unsecured.

Step 2

Look in safe deposit booths and the vault to ensure that all customers and employees have left and no valuables have been missed.

Step 3

Ensure that all computers and terminals are logged off.

Step 4

Search bank premises for unauthorized persons (supply rooms, restrooms, break rooms, unused offices, and large cabinets).

Step 5

Ensure all cash drawers are in the vault and that the vault is set and locked.

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Self Check Quiz

You arrive for work at the bank and notice that the opening code signal has not been activated. What should you do?


A) Enter the bank to assist the employees who opened the bank

B) Do not enter the bank. Alert a security officer or police officer

C) Return home and wait to be called in to work

D) Enter the bank to get a good description of the possible robber

B is correct.

A is incorrect because if you enter the bank when the opening code has not been activated, you may be entering a robbery situation. C is incorrect because you should not simply return home—you should alert a security officer or police officer. D is incorrect because you should not enter the bank—you should alert a security officer or police officer.

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Active aggressor

An active aggressor is one who has attacked one or more persons, and who will continue to randomly seek out and kill as many people as possible. The shootings at Columbine High School, Sandy Hook Elementary School, Fort Hood military base, and the Fort Lauderdale airport are examples of active shooter incidents.

Banks should institute an emergency action plan for an active aggressor situation and prepare staff to effectively respond and help minimize loss of life.

It is important for employees to be trained so that they can react if they are ever confronted with an active aggressor situation. As these situations evolve rapidly, quick decisions could mean the difference between life and death. If bank employees are in harm’s way, they will need to determine the safest course of action based on the scenario that is unfolding before them.

Click the image below to access some valuable resources on active aggressor situations.

The Department of Homeland Security (DHS) has created an excellent printed training workbook available for download. Active Shooter/How to Respond: https://www.dhs.gov/xlibrary/assets/active_shooter_booklet.pdf

The Federal Emergency Management Agency (FEMA) also offers an active shooter resource. Active Shooter Attacks: https://www.fema.gov/sites/default/files/2020-03/fema_faith-communities_active-shooter.pdf

Bank employees should check with their bank's security officer before putting any specific process in place. It is likely that their bank has procedures identified for employees to follow in these types of volatile cases.

Note: For additional information on active aggressor situations and how to respond, see the ABA Frontline Compliance courses, Active Aggressor for Employees and Active Aggressor for Managers.

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https://www.dhs.gov/xlibrary/assets/active_shooter_booklet.pdf

https://www.fema.gov/sites/default/files/2020-03/fema_faith-communities_active-shooter.pdf

https://www.fema.gov/sites/default/files/2020-03/fema_faith-communities_active-shooter.pdf




Fire and emergency evacuations

In the event of a fire or an emergency evacuation due to an act of nature (tornado, hurricane, flood, or even a potential terrorist attack), bank employees first concern should be the safety of their customers, coworkers, and themselves.

If bank employees have time before leaving the bank, they should place currency, cash, checks, and deposits in their cash drawer and return it to the vault, or lock their drawer. Do not take the cash drawer outside the teller or vault areas. Be sure to follow the fire and evacuation procedures outlined for the building.

Emergency action plan (EAP)

In general, banks should create an emergency action plan (EAP) with input from several stakeholders including the human resources department, training department (if one exists), the bank security officer, local law enforcement and/or emergency responders.

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An EAP includes the following areas:

• A preferred method for reporting fires and other emergencies

• An evacuation policy and procedure

• Emergency escape procedures and route assignments (i.e., floor plans, safe areas)

• Contact information for, and responsibilities of individuals to be contacted under the EAP

• Information concerning local area hospitals (i.e., name, telephone number, and distance from your location)

• An emergency notification system to alert various parties of an emergency including: o Individuals at remote locations within the premises o Local law enforcement o Local area hospitals

General precautions to take when preparing for an emergency

• Locate the nearest exit

• Rehearse an escape route

• Participate in emergency drills

• Locate and map the locations of all fire extinguishers and safe rooms. In the case of a tornado or hurricane, if there is no basement, very often a vault or a bathroom is the safest place to be.

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When a fire or other emergency occurs

• Sound the alarm and contact 911, if applicable

• Advise others of the situation

• If the emergency involves a fire, attempt to extinguish the fire if it can be done safely. Never use water on an electrical fire

• If an evacuation is necessary, attempt to secure all valuables in the vault as time permits

• Evacuate persons with disabilities

• Evacuate all others. Remember, in case of fire, use stairways, not elevators, to evacuate the building

Job Aid: What Should I Do in a Fire?

Click the Job Aid button to open and save the document, What Should I Do in a Fire? Complete this job aid on fire safety and keep it in your work area.

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Self Check Quiz

What should be the bank teller’s first concern in an emergency?


A) Securing their cash drawer

B) Ensuring their own safety and that of coworkers and customers

C) Finding the nearest fire extinguisher

D) Documenting the circumstances

B is correct.

A is incorrect because securing a cash drawer is a secondary concern. C is incorrect because the safety of the bank teller and his or her coworkers and customers come first. D is incorrect because tellers would document the circumstances of a fire after the fire danger has passed.

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Self Check Quiz

What three specific precautions can bank employees take to be prepared in the event of an emergency?

Select the correct answers and click Submit.

A) Locate the nearest exit

B) Contact the news media

C) Participate in disaster drills

D) Locate and map the locations of all fire extinguishers

A, C, and D are correct.

B is incorrect because bank employees should not contact anyone outside the bank unless instructed to do so.

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New tellers are a favorite target of con artists, scammers and fraudsters who may try to confuse and frustrate a new teller into making a mistake that financially benefits them. These criminals particularly look for a teller station without a nameplate, indicating a new teller, but even seasoned tellers have been victims of these cons.

Behavior of the con artist

The following behaviors are typical of con artists. Watch for them to avoid becoming the con artist’s next victim.

Roll over con artist behaviors below to learn more.

Complain

Con artists may complain in a loud voice so that others will hear that

• The teller is slow

• The teller does not know his/her job

Impress

Con artists may try to impress tellers and other bank employees by

• Implying that they are of a higher social class

• Referring to their success in business

• Wearing expensive clothes and jewelry

Distract

Con artists may distract tellers by

• Speaking with a shaking voice

• Acting fearful of being discovered

• Flashing a long string of identification that later proves to be stolen, counterfeit, or unacceptable



Gain cooperation

Con artists may try to gain a teller’s cooperation by

• Maintaining a constant flow of chatter

• Talking about subjects unrelated to their bank transaction

• Using the teller’s first name in an attempt to create a sense of familiarity

• Being over friendly

• Working in teams to divert attention

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Guidelines for handling a suspected con artist

Tellers and other bank employees should consider the following approach:

• Do not proceed if hurried or harassed. If the con artist is making them uncomfortable, they should slow down, ignore the person, and proceed carefully and slowly. If necessary, they can close their window, secure their drawer and walk away

• Refer con artists to their supervisor. Con artists may become violent if confronted

• Check their bank’s policy on exchanging currency for noncustomers. Many banks will not permit tellers to exchange currency for noncustomers without a supervisor’s approval. The con artist may give the teller a counterfeit bill or attempt to confuse the teller into paying out an incorrect amount

Example

Martin is a teller at National Bank. A con artist presents a $50 bill and asks Martin for two $20s and a $10, which Martin gives him. Then the con artist says, “You know what? I think I may need some $5s, so can you give me eight $5s instead?”

While Martin is reaching for the eight $5s, the con artist talks to him and distracts him. Martin discovers later that instead of giving him two $20s for the $5s, the con artist gave him one $20 and one $10, so Martin actually gave the con artist an extra $10.

This all happens very quickly. Even experienced tellers have been taken in by this technique.

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Guidelines for handling a suspected con artist

Tellers and other bank employees should consider the following approach (continued):

• Tell the suspect that they are not authorized to complete the transaction, then call their supervisor

• If they cannot complete the transaction, use good customer service skills to offer an alternative

• Accusations can provoke a con artist or offend an honest customer. Remain friendly and polite

• Be prepared to push the “suspicious” button to take a picture (if the bank has this system) or to write down a description if the suspect leaves suddenly. Many banks will encourage employees to use the Robbery Description form as a prompt for remembering details about the suspected con artist

• If it is safe to get the information, note the make, model, color, and license number of the suspect’s car

• If they have not notified someone during the transaction, notify their supervisor as soon as the suspect leaves

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Self Check Quiz

A well-dressed customer arrives at your window and requests to exchange a $500 bill into $20s. While you count out the cash, he loudly complains that you are taking too long, and you should hurry with the transaction as he is very busy and pressed for time. What action should you take?


A) Complete the transaction in a hurry to show good customer service, and send the customer on his way

B) Tell the customer that you cannot complete the transaction in his timeframe, and then call your supervisor

C) Tell the customer that you will not conduct this type of service for him in the future

B is correct.

A is incorrect because rushing through a transaction may make you more prone to errors and susceptible to this common con technique. C is incorrect because you need to remain calm and courteous at all times, regardless of how you are being treated.

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Other criminal activities

Bank customers also can be victimized by criminals. Banks frequently send brochures to customers reminding them to be alert when using automated teller machines and to safeguard checkbooks and credit cards against pickpockets. Banks also ask their customers to inform them if new checks or bank statements are not received promptly.

There are several scams in which customers can be conned out of large sums of money. If serving a customer requesting a large sum of cash, always offer the customer an alternative to cash, such as a cashier’s check or traveler's checks. Mention the danger of carrying large amounts of cash.

If a bank employee feels the situation warrants it, they might even ask a few questions to determine what the customer is using the cash for. If the situation seems unusual, advise a manager before transacting further business. An alert and compassionate bank employee could prevent a valued customer from being swindled out of his or her life savings.

Example

The Felony Lane Gang was a group of individuals who found a way to con banks. The men in the group smashed car windows and searched for ID cards, credit cards, and checkbooks. With those IDs and stolen checks, the gang member went through the drive-thru of a bank, accompanied by a woman gang member who resembled the victim’s ID. The gang would cash stolen checks for large sums of money from the victim's account.

The “felony lane” describes the farthest drive-up lane from a bank teller, distant enough to make it harder to identify on surveillance cameras.

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Elder financial abuse

The elderly population is particularly vulnerable to con artists and other criminals. For detailed information on the bank’s role and responsibilities in protecting elderly clients, see ABA’s Frontline Compliance course, Elder Financial Exploitation.

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Scams

Scammers often try to trick people into depositing fake cashier’s checks and money orders. At some point, the scammer attempts to persuade the victim to withdraw the excess funds and wire them to pay some sort of fee or taxes.

The key here is that there is often an accompanying request to wire the funds: either the same day as the deposit or a day later. This is where tellers may get involved. If a customer asks when the check will be cleared, the teller should explain to the customer that while funds will be available on a certain date, that does not mean the check is “good.” The teller should make clear that the check could still be returned, and that the customer is responsible for any funds withdrawn.

Also, where appropriate, for example, if a customer asks whether a check is “good,” the teller should make further inquiries about the source of the check. References by the customer to lotteries, Internet sales, and wiring funds to foreign countries should raise red flags, and the teller should get the attention of a supervisor.

Once scammers get a victim’s money, they often need to move that money. To do so, they need the help of others—some knowingly, but many not—as money mules. Money mule scams can happen in several ways. The story often involves scams related to online dating, work-at-home jobs, or prizes.

While some money mules are as shady as the scammers themselves, authorities say many others are decent people who get tricked into it.

Note: See the ABA/ FTC infographic on Money Mule Scams: https://www.consumer.ftc.gov/sites/www.consumer.ftc.gov/files/money-mule-infographic-508.pdf

Glossary item:

Money mule

According to the FBI’s Money Mule Awareness booklet, “A money mule is someone who transfers illegally acquired money on behalf of or at the direction of another. Criminals recruit mules to move money electronically through bank accounts, move physical currency, or assist the movement of money through a variety of other methods.”

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https://www.consumer.ftc.gov/sites/www.consumer.ftc.gov/files/money-mule-infographic-508.pdf




News articles regularly expose stories about people who have been taken in by con artists. These con artists will insist on cash for something like roof repairs, paving a driveway, or insurance policies. Customers who fall for this scam discover too late that the person they gave the cash to was in fact a con artist. If a bank employee suspects this might be happening, they should remind the customer that when any business insists on cash, great caution should be used before continuing the transaction.

Note: For additional information on cyber-threats, and how to prevent them, see the ABA Frontline courses, Cybersecurity Fundamentals and Social Media: Managing the Risks.

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Exercise

Instructions Consider the following scenarios and answer the questions:

1. Mr. Johnson, a customer of Community Bank, is depositing a money order for $5,000. He asks the teller if the money will be put in his account immediately, because he needs to wire money to Europe as soon as possible. What should the teller do?

2. Mrs. Davidson, a customer at your bank, usually comes in to withdraw $200 cash spending money each month. Today, she is asking to withdraw $10,000 from her savings account in cash. What should the teller do?


Suggested Results

1. Ask the customer about the source of the money order. Explain to the customer that while funds will be available on a certain date, it does not mean the item cannot be returned. The teller should make clear that the item could still be returned and that the customer is responsible for any funds withdrawn. Also, wiring funds to foreign countries is a red flag, so the teller should consult a supervisor.

2. Politely inquire of Mrs. Davidson what she needs the cash for—and if her answers seem to indicate a scam or con, notify a supervisor before completing the transaction. The teller could warn her of the danger of carrying large amounts of cash and offer her a cashier’s check or travelers checks instead.

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Bank employees have a personal responsibility to adhere to the ethics and guidelines established by their bank. If any bank employees were not given a copy of the bank’s code of ethics when they were hired, they should request one and become familiar with the requirements.

Employees may be dismissed for violating the bank’s code of ethics requirements.

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The following requirements are commonly found in banks’ ethics policies:

Click each item to learn more.

Personal banking

• Tellers should not conduct any financial transactions for themselves or a family member through their own teller work, and should always have another teller handle their personal banking

• Tellers who need to change their own bills or coin for personal use should ask another teller to handle the transaction out of his or her cash drawer or personal vault

Holding checks

• Tellers should not substitute other employees’ checks for cash and “hold” them in their vault overnight. Bank employees should never ask other employees to make such transactions on their behalf

Cash drawer security

• Tellers should lock their cash drawers and secure their teller station if they leave the area

• Tellers should never allow other employees to have access to their cash. They should be the only one handling the cash in their drawer or personal vault

• Tellers should never borrow cash from their cash drawer or vault. Taking funds from any cash drawer or vault is considered embezzlement

Cash drawer balancing

• If a teller’s cash is out of balance, the teller should represent the true figure. Tellers must never use personal funds or a secret supply of cash (“kitty”) to create the illusion that they are in balance

Information security

• Tellers should never discuss the account information they process at work, as that information is confidential. Never discuss confidential bank information outside the bank

Important: If you are confused about any of these guidelines, your supervisor can clarify your bank’s policy.

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Ethics and Fraud

Self Check Quiz

At the close of the day, David is 37 cents short in his cash drawer. David wants to solve the issue by using his own money to balance his own cash drawer; so he takes 37 cents from his pocket and puts it in his cash drawer. Now his cash drawer balances. Is this proper procedure?

Select the correct answer.

Yes

No

Answer: The correct answer is no because you should never force your cash to balance by using personal funds. Represent the outage and complete the proper entries.

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Ethics and Fraud

Self Check Quiz

Your sister has a savings and checking account at your bank. She comes to your window to withdraw cash. What should you do?


A) Complete the transaction

B) Refer her to another teller

C) Refuse to complete the transaction

B is correct.

A is incorrect because you should never conduct any financial transaction for yourself or a family member. C is incorrect because even though you cannot complete the transaction for your sister, you can refer her to another teller.

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Wrap Up

Bank security is an essential part of every bank employee’s job—every day. In this course, you learned about the most common threats to tellers—robbery, bomb threats, extortion and kidnapping threats, fire, scammers, and con artists. You also learned common bank security and safety guidelines and have reviewed your own requirements for ethical behavior.

By completing Robbery and Bank Security, you are now prepared to demonstrate the most appropriate behaviors to discourage robbery, as well as demonstrate the behavior and procedures you should follow during and after a robbery at your branch.

You can now respond to bomb, kidnapping, and extortion threats, as well as active aggressor incidents and other emergencies using your bank’s specific procedures. In addition, you can recognize potential con artists’ behaviors and scams and identify guidelines for ethical employee behavior.

Click Exit to close this course.

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Documents

Robbery and Bank Security