Teller Training Manual - Web SWOT · PDF fileTeller Training Manual 2 Opening and Closing Procedure Opening and closing procedures varies from the branch to the branch. The procedure

Table of Contents Opening and Closing Procedure .................................................................................................................... 2

Teller Over-Short Policy ................................................................................................................................ 2

General Ledger (GL) Accounts and Teller Tickets ......................................................................................... 7

Bank Security: Bank Robbery Procedure ................................................................................................... 23

Introduction to the teller drawer ................................................................................................................ 23

Repayment of Charge off Accounts ............................................................................................................ 24

Introduction to Horizon. ............................................................................................................................. 28

Demand /Savings Inquiry ........................................................................................................................ 28

Loan System Inquiry ................................................................................................................................ 29

Certificate of Deposit .............................................................................................................................. 29

Customer Portfolio .................................................................................................................................. 30

Customer Inquiry .................................................................................................................................... 30

Top Tabs .................................................................................................................................................. 30

Teller Module .......................................................................................................................................... 31

Cashing a check ........................................................................................................................................... 37

Counterfeit Money Procedures .................................................................................................................. 38

BSA Training ................................................................................................................................................ 38

Branch Capture Scanner Training .............................................................................................................. 48

Online Compliance Training ........................................................................................................................ 48

Acknowledgment of Training ...................................................................................................................... 51

TELLER TRAINING MANUAL

Banc Star Inc.; Bank Star of the BootHeel; Bank Star Pacific ; Bank Star One

2013

Teller Training Manual

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Table of Contents

Opening and Closing Procedure .................................................................................................................... 2

Teller Over-Short Policy ................................................................................................................................ 2

General Ledger (GL) Accounts and Teller Tickets ......................................................................................... 7

Bank Security: Bank Robbery Procedure ................................................................................................... 23

Introduction to the teller drawer ................................................................................................................ 23

Repayment of Charge off Accounts ............................................................................................................ 24

Introduction to Horizon. ............................................................................................................................. 28

Demand /Savings Inquiry ........................................................................................................................ 28

Loan System Inquiry ................................................................................................................................ 29

Certificate of Deposit .............................................................................................................................. 29

Customer Portfolio .................................................................................................................................. 30

Customer Inquiry .................................................................................................................................... 30

Top Tabs .................................................................................................................................................. 30

Teller Module .......................................................................................................................................... 31

Cashing a check ........................................................................................................................................... 37

Counterfeit Money Procedures .................................................................................................................. 38

BSA Training ................................................................................................................................................ 38

Branch Capture Scanner Training .............................................................................................................. 48

Online Compliance Training ........................................................................................................................ 48

Acknowledgment of Training ...................................................................................................................... 51


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Opening and Closing Procedure

Opening and closing procedures varies from the branch to the branch. The procedure depends

on the number of the doors, lay out of the building, and number of people available to be

scheduled for opening and closing of the bank. No employee is going to be given codes for alarms

and vaults within first 90 days of employment.

The first employee(s) to enter the bank in the morning should study their surroundings. If

anything looks suspicious, please go back to your car or away from the bank’s parking lot, use your

cell phone to contact the policy to escort you back in the bank.

First employee to enter should place all clear sign out to let fellow employees know it is safe to

enter the building.

Teller Over-Short Policy This policy is intended to be a guideline to uniformly handle teller differences.

Levels of standards are herein established to measure accuracy and to help identify areas where assistance

or training may be helpful.

It is acknowledged that special circumstances may occur which are not covered within this policy and may

be handled differently than outlined in the sections to follow. Significant differences for example may

result in accelerated action up to and including termination. In each of these special cases, at least two of

the following three individuals; the Branch or Teller Supervisor, Cashier and Operations Officer must

jointly agree on the appropriate action.

During the first 90 days of employment, performance appraisals will be conducted at 30, 60 and 90 day

intervals and will address the employee's balancing record.

Differences

All differences regardless of the amount will be recorded on the teller's over/short record. This report must

be sent to the Branch Manager no longer than 4 business days after the occurrence.

Any differences of $100.00 or more must be reported the same day to the Branch Manager or Teller

Supervisor. Any differences of $500.00 or more must be reported the same day to the Branch Manager

or Teller Supervisor and the Cashier, along with a report of cash difference.

Balancing standards

When a 90 day training period has been completed, a teller is presumed to be working below acceptable

standards when:


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A.) He/She has five or more outages in any 30-day period (regardless of the amount).

OR

B.) He/She has 3 or more outages of $5.00 or more in any 30-day period.

OR

C.) He/She has cumulative outages of $75.00 or more in any 30-day period.

Observation

In the period following a teller's balancing performance that is below the acceptable standard, a verbal warning will be issued and there will be an Observation Period of 30 days. During this period, Operations Officer, Branch or Teller Supervisor will provide training and/or assistance that may be helpful in improving the teller's performance.

Throughout the Observation Period, Branch or Teller Supervisor must document the teller's performance and

make a recommendation to the Operations Officer &/or Cashier regarding the teller's progress. A teller will

be removed from the Observation Period if their balancing record has returned to an acceptable standard, no

other policy violations have occurred and no other problems have surfaced.

If problems still exist, the Branch or Teller Supervisor can elect to extend the Observation period, place the

teller on probation or, upon consulting with the Operations Officer or Cashier, invoke other disciplinary action

up to and including termination.

Probation

If a teller's performance is below the acceptable standard for two consecutive months or any three months in

a six month period, or if additional violations occurred during an Observation period, he/she will be placed

on probation for a minimum of two months.

During the probationary period, the Branch or Teller Supervisor shall assign specific retraining responsibilities

for the teller on probation. The supervisor in charge of monitoring the teller's progress shall document this

additional training. Immediately following the probation period, the responsible supervisor must complete a

probationary evaluation recording the teller's progress and submit a recommendation regarding:

A.) Return to normal status B.) Continuance of Probation C.) Dismissal

Throughout any probation period no transfers to another department &/or promotions will be allowed for a

period of one year.

Returned Items

All returned transit items or on-us items which were accepted by a teller, without management approval, and


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are uncollectable or written off, will be charged to a teller's over/short record. If a supervisor has approved the

item, and it is uncollectable or written off, the amount will be charged to the supervisor's over/short record (if

reasonable steps were not taken to make the exception.)

When making exceptions, supervisors should take into consideration all of the customer's account relationships, opening dates, balances and histories. Proper, acceptable identification and payee endorsement is required. All on-us checks require verification of the maker signature. Fraud training materials and bulletins issued by the Security Officer and Branch or Teller Supervisor should be referenced when necessary.


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REPORT OF CASH DIFFERENCE OF $100 OR MORE

Completed report to be given to Cashier or Designee

Any difference of $500 or more is to be reported to the Cashier immediately!

Office ________________________________ Date ___________________________

Teller _________________________________ Cash Box # _____________________

Amount of Difference __________________________ over/short

Answer the following questions as you attempt to locate the difference:

1. Did the teller balance the previous day? If not, what was the difference? Over or short?

2. Who verified the teller's cash drawer?

3. What cash did the teller buy from/sell to the vault? List each buy or sell and cash breakdown to

denomination.

Buy/Sell 100's 50 20s 10s 5s 1s H Q D N P Other

4. Who verified vault cash transactions?

5. Did teller exchange cash with any other tellers? If so, did those tellers balance?

6. Were any customer transactions changed during processing? If so, list.

7. Who checked the teller's station and wastebaskets?

Teller's Signature___________________________________________________


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Supervisor Review

The following steps have been completed in attempt to locate the difference:

___ check accuracy of beginning drawer cash

___ recounting teller drawer in question by a second person

___ fine count by a second person all cash sold to vault ___ verify checks are in balance

___ search surrounding teller area, including trash receptacle

___ verify other teller drawers (if money was exchanged) ___ research teller journal, adding machine tape, and teller work for

questionable transactions

All other cash differences occurring the day of the difference are listed below:

List statement from teller concerning the difference. Comments should include any theories, ideas, or suggestions as to what caused the difference.

Comments of the supervisor concerning the difference and the possibility of locating it:

Supervisor's Signature: _________________________________________


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General Ledger (GL) Accounts and Teller Tickets

Checking/Savings Deposit Ticket:

While this ticket/slip is usually completed by a customer, occasionally you may be asked to assist the

customer in filling out these forms. Below you will find line by line explanation of correctly completed

ticket/slip. If the ticket/slip is completed by the customer you must review and ensure that information

completed is correct and legible.

If you are handwriting this ticket, handwriting MUST be legible for branch capture to read.

These transactions are considered credits and they go on top of your daily work before debits.

Date Line: Enter Date of the transaction

Name Line: Place customer’s name in the name line

Account Number Line: Enter Customer’s account number in the spaces provides from left to write.

This line is important because branch capture is reading and depositing money into the account entered

in this line.

Cash and Check Entry Lines: Enter amounts in the appropriate spaces/boxes.

Less Cashed Received Line: Enter amount of cash given back to the customers.

Net Deposit Line: Total amount customer would like to be deposited. This line is the most

important line because the branch capture reads only this line.


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Checking/Savings Withdrawal Ticket

While this ticket/slip is usually completed by a customer, occasionally you may be asked to assist the

customer in filling out these forms. Below you will find line by line explanation of correctly completed

ticket/slip. If the ticket/slip is completed by the customer you must review and ensure that information

completed is correct and legible.

Name Line: Enter customer’s name in this line.

Signature Line: For this transaction to be valid, customer MUST sign on this line.

Date Line: Enter Date

Amount Line: It has to be written as you would write it on the check: numbers must be expressed in

words.

Account Number Line: Enter customer’s account number in the spaces provided from left to right. This

line is important because branch capture is reading and depositing money into the account entered in

this line.

Amount of Withdrawal: Enter the amount customer would like to receive in cash. This line is

important line because branch capture reads this line and uses the amount to debit customer’s account.


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Common Loans Ticket

Loan tickets will be used when customer does not have a coupon book or bill by mail coupon with them

to make a payment.

Prepared by line: Enter initials of the individual completed transaction.

Date Line: Enter the date of the transaction.

Description: Enter brief description of type of loan (installment, commercial, farm, real

estate, etc)

Customer’s Name Line: Enter customer’s name

Account Number: Enter account number of the loan

Transaction(Tran) Code: Enter two digit code listed under the heading CREDIT. It explains on

how the payment is applied to the loan. (16-Late Charge Payment, 19 payoff and so on)

Amount Line: Enter the amount being paid.


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Safe Deposit Box Transaction Slip

Customer will let teller know they received notice that their yearly Safe Deposit Box payment needs to

be made.

Date Line: Enter the date of the transaction.

Prepared by: Enter initial of the individual completing transaction.

Customer Name Line: Enter customer’s name in this line

Account number Line: Enter account number

Amount Line: Payment amount varies by size of box. Refer to system to retrieve payment

amount.


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GL Credit Slip( Exchange Slip/Ticket)

This slip is used for various things. Most commonly this ticket/slip is used for collecting fees for

statements, new debit card fees charged for issuing new debit card before old one has expired, and for

purchasing money from Federal Reserve Bank .

Account title: Enter account title of the GL being affected.

Prepared by: Enter your initials

Date: Enter date of the transaction

Description: Enter customer’s name/type of the transaction/description of the transaction being

performed.

Branch : The number that identifies your location ( 10, 20, 30….)

Account number: GL account being affected.

Amount: Enter the amount of fee collected.


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Debit Slip/Ticket

This slip is used for money being sold to Federal Reserve, Credit Card advances and when you refund

fees being charged.

Account Tile: GL account being affected

All other lines are completed same as the ticket above.


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CD/IRA Deposit Ticket

This ticket/slip is used for opening CD and/or IRA or for cash being added to CD and/or IRA. Below is

step by step process on how to complete this ticket/slip.

Prepared by: Enter your initials as individual completing this ticket/slip.

Date: Enter the date of the transaction

Description: New Account/Existing Account-cash added

Customer Name: Enter customer ‘s name

Account Number: Enter account number

Tran Code: For CD in most cases use transaction(tran) code 20/ For IRA in most cases use

transaction(tran) code 10.

Amount: Enter amount that is being deposited.


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CD/IRA Withdrawal Ticket/Slip

These tickets are used to remove funds from either CD or IRA. Customer must sign this ticket to be valid

transaction.

Prepared by: Enter your initials as individual completing this ticket/slip.

Date: Enter the date of the transaction

Description: New Account/Existing Account-cash added

Customer Name: Enter customer ‘s name

Account Number: Enter account number

Amount: Enter amount that is being deposited.

Tran code: Usually used 94 for both tickets slips


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General Ledger Listing:

Name of the General Ledger Account Account #

Cash Advance 18301000

Collections Outstanding ( Hold) 48880000

Exchange Fees 65507000

ATM Cash 118090000

Debit Card Fee 65117000

Instant Issue Card Income 69960000

Visa Gift Card Revenue 69957000

Marketing 76357000

Fee Income Coin Sets 69966000

Other Assets ( Quarter Program) 18990000


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Bank Security: Bank Robbery Procedure

The main goal of all bank employees during a robbery is to get the robber out of the bank as quickly as

possible while being alert to the situation. The following is a list of steps to follow in case of a robbery:

Obey the robber’s demands slowly

Avoid any action which might endanger the life of others (sudden movement, arguing with the

robber, etc.)

Observe the robbery, be a witness not just a victim. Pay attention to height, clothes, skin color,

mannerisms, etc.). Each bank has marking to help you identify the height of the robber. There

is 6 foot mark either on the door, columns in the lobby or other visible marker to help you

identify height.

Include the bait money.

Retain notes or any other thing left behind by the robber without touching it with your bare

hands. If you are handed a note use your pen to move/remove the note.

After the robber has left, observe the direction of escape, type of vehicle, and the license number if

possible. Lock all entry doors to avoid robber re-entering.

Once the robbery is over, call the policy immediately. Write down anything you remember about the

robber, weapon, vehicle, etic. Avoid talking to others about the robbery and/or robber description to

avoid conflicting information and confusion.

When the alarm is triggered, the police will call and ask code question.

Introduction to the teller drawer

Money set up and the limits

Our 100s are strapped and sold in one thousand. Our 20s are strapped and sold in two thousands and

there are kept in our teller drawer in 500s. 10s are strapped and sold in one thousands and kept in

teller drawer in 500s. 5s are strapped and sold in 500 and kept in our drawer as 250. 1s are strapped

and sold in 100s and kept in drawer as bundles off 50s. This allows easier counting of the funds in the

drawer and during the process of selling and buying funds.

Silver and Gold Dollar coins are sold in the amount of 25 dollars. ½ dollars are sold as 10 dollars,

quarters are in trays of 100 dollars value, dimes trays of 50 dollars, nickels trays of 20 dollars, and

pennies in trays of 5 dollars.


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Counting money back to the customers

Start with the large bills and work your way down to the small bills. Money has to be counted three

times by following these steps:

- Count money that you take out of the drawer

- Into the computer /cash back screen

- Count money in front of the customer

Repayment of Charge off Accounts

Charge off Accounts are accounts that have been set up on four monthly payments to repay the bank

the negative balance on the account. The form enclosed in the next page is used to document payments

and keep up with the payment flow/frequency. This form may be kept in the accounting department.

The payments should be made around 1st of the month and the account will be closed or inactive during

the repayment process.


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Miscellaneous Service Fees

These are fees being charged to the customer for additional services. These Fees are subject to change

and will be updated accordingly. Current fees are listed on the next page.


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Introduction to Horizon.

You will be introduced to Horizon screens.

Demand /Savings Inquiry

Inquiry Demand/Savings Inquiry Account Number D=Demand Deposit/S=Savings Enter This screen quotes balances Available balance is the balance that should be quoted to the customer Fee/Refund – Fees Processed or Refunded History – Transactions Teller Memo – Current Days Transactions Title Inquiry – List of all account holders and signers

- Inq/Mntnce – CSR – Add Customer or signers to an account Click on name

- Portfolio – everything customer is on - Customer Inquiry – opening account screen information - Delete – remove an account holder - Address – usually physical and PO box - Phone numbers – all phone numbers attached to customer - E-Access – Online Banking – Access Telebanc

Clicking enter on Title Main Screen will take you to the Mailing Label Options – Account Monitoring – Stops/Holds

- Averages and Codes - Account Monitoring (Holds, Stop Pays, Garnishments, etc) - Previous Cycle Information - 12 Mo information – average balances - Automatic Transfer – reveals if the account has any transfers - CTR – over 10,000 cash in or cash out same business day - Customer notes – notes that have been placed on the account - Telephone Transfer – Make no tickets when transaction is done this way - Svc Fee – Monthly fee charged - Closeout Calculation – use when closing an account

o Inq/Mntnc allows you to change the dollar amounts - Reg E Opt-In – Inq/Mntce allows you to change the fields

NSF/OD History – Current year and previous year information will show


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Loan System Inquiry Inquiry Loan System Inquiry Loan Number Enter This screen quotes –

balances, interest rates, per diem, and year to date interest Use the Page down button on middle of screen for –

- monthly payment, last transaction, maturity, original note Page down again for payment option History – all payments made to date Payoff – current balance for payoff Title Inquiry– List of account holders on loan

Click on name - Portfolio – everything customer is on - Customer Inquiry – opening account screen information - Delete – remove an account holder - Address – usually physical and PO box - Phone numbers – all phone numbers attached to customer - E-Access – Online Banking – Access Telebanc

Clicking enter on Title Main Screen will take you to the Mailing Label Collateral – the object being used to secure the loan

Certificate of Deposit Inquiry Certificate of Deposit Inquiry Certificate Number Enter This screen has balances, rates, penalties and maturity dates History – interest and balance year to date Title Inquiry – List of all account holders and signers

- Inq/Mntnce – CSR – Add Customer or signers to an account Click on name

- Portfolio – everything customer is on - Customer Inquiry – opening account screen information - Delete – remove an account holder - Address – usually physical and PO box - Phone numbers – all phone numbers attached to customer - E-Access – Online Banking – Access Telebanc

Clicking enter on Title Main Screen will take you to the Mailing Label Inquiry Option –


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- Hold/Special Instructions/Restrictions – CD may be tied to a loan or have a restriction due to legal procedures

- Maturity – using Inq/Mntce you may change the date - Interest Controls – pymt period, interest dates, accrued interest - Interest Rate – Inq/Mntnce allows you to change the rate - Interest Payment History – allows you to view amount and how interest was paid - Partial/Closing withdrawal – allows you to calculate penalties for partial withdrawal

or any closing withdrawal

Customer Portfolio Inquiry Customer Portfolio Type in customer name Enter If any warnings hit enter to continue This page lists all the customer’s accounts Highlight account Inquiry – will take you into the account

Customer Inquiry Inquiry Customer Inquiry Type in customer name Enter Inq/Mntce Make changes to address, phone numbers, e-mail address, DL exp

Top Tabs Address – all address attached to the customer - Inq/Mntce – gives you the ability to add/delete an address Add Info 1 – Branch Information Add Info 2 – Inq/Mntce – allows you to add or update the two forms of id Demographics – Inq/Mntce – allows you to change Employer information Phone Numbers – Inq/Mntce – all phone numbers attached to the customer

- Inq/Mntce – gives you the ability to add/delete a phone number Internet Info – Customer’s E-mail address

- Inq/Mntce – gives you the ability to change the address

*Quiz-Please show your ability to navigate through HORIZON( find what type of accounts Mr. Smith

has).

*This portion of the training will be conducted in off line manner on the computer.


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Teller Module Below you will see the keys that are on the first screen in Horizon teller module.

A PERS DEP

I ON US CK

Q LOAN PYMT

Y BOND REDEEM

B BUS DEP

J TRANS DDA

R SDB PYMT

C SVGS DEP

K TRANS SAV

S CASHIERS

D CD DEP

L TRANS W/FEE

T PMO

1 EXCHANGE

E BUY CASH

M MULTI CKS

U CASH ADV

2 MTS DDA

F SELL CASH

N SAV W/D

V CASH EXCH

3 MTS CCK

G G/L CREDIT

O DDA CLOSE

W GIFT CARD

4 MTS PMO

H G/L DEBIT

P SAV CLOSE

X RELOAD CARD

5 MTS LN PYMT

During training you will learn the difference between a credit and a debit, what each ticket is used for, the correct way to place the tickets in your work, and the correct way to process each transaction. A credit is a ticket that adds money to the account. It means a positive transaction for the customer account. Majority of these tickets will be deposit tickets. These tickets will always be on top in the work. A debit is a ticket that removes money from an account. It is usually in the form of a check or a withdrawal. Cash outs will always be a credit and cash ins will always be a debit.

Button A Personal Deposit

This button is used when a customer makes a deposit into their Checking account. A deposit slip must be filled out. The name, date, and amount to be deposited are the main items. The deposit slip is a credit. The item they are depositing is a debit. When placing these items in the work you will always place the credit on the top of your work.


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There are three types of transactions this button can be used for: 1. Straight deposit – This transaction involves no cash back.

2. Deposit with cash back – Customer deposits in their account, however, needs cash back. Count cash back three times. Once out of the teller drawer, once to the teller machine, and once to the customer.

3. Transfer – This transaction will have a savings withdrawal or a checking withdrawal to be deposited into a checking account. Itemize the transaction that is being transferred.

When processing the transaction, you MUST verify the account with the name on the deposit slip. You have two verification points prior to stamping the deposit slip and handing the customer their receipt. The first page where the transaction begins, and the last page when stamping the transaction. Should you have more than 1 check, please use the calculator. The total will carry over when you hit the enter key 2 times. To prompt the calculator hit F4. To locate a customer account number, you may find customer inquiry in the green bar on the left hand side or prompt customer inquiry by F7.

Button B Business Deposit

A business deposit does not receive cash back. Any check that is made payable to a business must be deposited into an account that is titled the same. You may add the checks by using F4 to verify with customer, however, there isn’t a place on the screen for it to carry over. Place the deposited amount in the box.

Button C Savings Deposit

This button is used when a customer makes a deposit into their Savings account. A deposit slip must be filled out. The name, date, and amount to be deposited are the main items. The deposit slip is a credit. The item they are depositing is a debit. When placing these items in the work you will always place the credit on top. There are three types of transactions this button can be used for:

1. Straight deposit – This transaction involves no cash back. 2. Deposit with cash back – Customer deposits in their account, however, needs

cash back. Count cash back three times. Once out of the teller drawer, once to the teller machine, and once to the customer.

3. Transfer – This transaction will have a savings withdrawal or a checking withdrawal to be deposited into a savings account. Itemize the transaction that is being transferred.

When processing the transaction, you MUST verify the account with the name on the deposit slip. You have two verification points prior to stamping the deposit slip and handing the customer their receipt. The first page where the transaction begins, and the last page when stamping the transaction.


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Button D CD Deposit

This button is used when a customer makes a deposit into their certificate. A CD deposit slip must be filled out. The name, date, and amount to be deposited are the main items. The CD deposit slip is a credit. The item they are depositing is a debit. When placing these items in the work you will always place the credit on top. There are three types of transactions this button can be used for:

1. Straight deposit – This transaction involves no cash back. 2. Deposit with cash back – Customer deposits in their account, however, needs

cash back. Count cash back three times. Once out of the teller drawer, once to the teller machine, and once to the customer.

3. Transfer – This transaction will have a savings withdrawal or a checking withdrawal to be deposited into a cd. Itemize the transaction that is being transferred.

Button E Buy Cash

Buy Cash is usually used when purchasing money from the vault. Please place the vault number in the appropriate area and anything in the memo line that may be important.

Button F Sell Cash

Sell Cash is used when selling cash to the vault. You would place the vault number in teller number area. Place the customer’s account number or business’s name in the memo line if using this button for large change orders paid by checks.

Button G GL Credit

This button is used when a repayment plan or charge off transaction occurs. Repayment refers to an account that has signed a four monthly payments to pay off a checking account in a closed status. Charge off is an account that is closed and does not have a repayment plan. There must be a detail description in the description area.

Button H GL Debit

GL debits are used when the bank credits a customer’s account. This could be to refund a service charge or any type of fee the bank has posted on customer account. There must be a detailed description in the description area. Ensure that you have an officer initial the ticket as the approver of the transaction/refund .


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Button On-us Check

An on-us check is a check that has Bank Star’s name on it. Checking withdrawals fall in this category. This transaction will cash the check and stamp on-us on the back. It will not be placed in the teller’s work until another step is taken.

Button J Transit DDA

When a customer with a checking account cashes a check that is not on-us, we use Tran DDA. When you use this key you will have to put the customer’s account number in as a reference should the check come back bad.

Button K Transit SAV

When a customer with only a savings account cashes a check that is not on-us, we use Tran SAV. The transaction prompts for the customer’s account number. Should there be a problem with the check they are cashing it will be charged against the savings account.

Button L Transit with Fee

We use this key when cashing non-customer checks. The fee is built in and prompts you to choose which fee applies. You will have to stamp the general ledger credit ticket/slip during the transaction.

Button M Multiple Checks

When using this button you will have to itemize each check. If you have more than five you might want to use Button F-Sell cash. These checks will run with a cash out thru the tellers work.

Button N Savings Withdrawal

Should a customer request to withdraw from their savings, button N will be used. The withdrawal will run thru the work with a cash out.

Button O DDA close

To close a checking by using this button, the account must be active and positive. The closeout calculation will calculate the amount of withdrawal and save it. The ticket will run thru the work with a transaction (tran) code 98 and close.


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Button P Savings close

To close a savings by using this button, the account must be active and positive. The closeout calculation will calculate the amount of withdrawal and save it. The ticket will run thru the work with a transaction (tran) code of 98 to close.

Button Q Loan Payment

A customer may or may not have a loan coupon with them. A normal payment has a tran code of 20. If a customer is separating principal and interest, contact a loan processor. The loan payment will be processed a lot like a deposit. The loan ticket will be on top and the cash in or check on bottom when placing in work.

Button R Safe Deposit Box payment

Safe deposits are billed yearly. There is not a tran code for this payment. Place customer name in description.

Button S Cashier Check Button T Money Order

There are three major differences between a casher check and a money order. A cashier check should be over $3000, signed by teller doing the transaction and an officer, and has to have a pay to the order of. A money order is remitter and amount only. Transactions are processed the same. You must enter the amount, check number, fee/waive, social security (F7), remitter should carry over. When doing the cashier check you will type in the Pay to the order of name and several *******’s after to prevent anyone from altering the check. Print check, print check. You will feed the check thru the printer to print the information. You will need to enter the last 4 of the social before finishing transaction. Remove the white copy to keep and run with your daily work.

Button U Cash Advance

This transaction is done for both customers and non-customers. You will need to swipe the card thru the cash advance machine and print two copies. One we will keep and the other will be given to the customer. Completely fill out the cash advance slip. It must be signed by the person doing the transaction. The teller will then need to grab a general ledger debit and put the person’s name and type of card in the description. A cash out will run with the general ledger debit in the work.

Button V Cash Exchange


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Should the teller like to have a record of change orders that they process, this button will be used. The system will ask for customer’s account number to help recall the customer.

Button W Gift Card

The gift card checking account number is already in the system. A gift card is a Visa credit card we sell. For a customer the charge is $3.95. The teller will receive codes to get into the website to sell and activate the card. The transaction will be placed in the teller’s work.

Button X Reloadable Gift Card

No longer available.

Button Y Bond Redemption

Customer look up will pop up. Information will pull over in top right hand corner. Bond type, denomination, purchase month, purchase year, and then hit enter. The information will carry over to below. You can duplicate a bond or cancel one. It will print tax information for interest income. A cash out will run with the bonds thru the work.

Button 1 Exchange Fees

Exchange fees are fees we charge for extra services. It can range from non-customer check charges, printing statements, or charging for faxing/copying pages for customers. The general ledger number is already in the system. Multiple transaction buttons The term multiple transactions mean the teller is processing more than one credit. You may be processing a loan payment with a deposit. You may be doing a money order and a safe deposit payment. You could be making two deposits into two separate checking accounts. In order to process a multiple transaction you must first go to the green bar on the left hand side and click Start MTS. You will notice there are fewer keys to choose from. Place cash in amount Place amount of checks You can choose from any of the transaction which one you want to process first. Continue doing the transactions until all transactions are processed. Click End MTS after last transaction. If there are funds left (cash out) you will still Click End MTS. Your screen will show you the breakdown of the current transaction. Once you hit enter you will process the cash out.

Your screen should now return to normal for the next transaction.


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As the part of training please process 15 transaction for each of the following transactions: Personal

Deposit/Savings Deposit, Straight Deposit, Deposit with Cash In, Deposit with Cash Out, Business

Deposit.

Explain and process 5 times each of the following transactions: CD Deposit, Buy Cash, Sell Cash, G/L

Credit and G/L Debit.

Explain step by step process while in the system and process 15 times each of the following transactions:

On Us Check, Trans DDA, Trans Sav, Trans with fee, Multiple Checks, Savings Withdrawal,.

Explain and process 2 time each of the following transactions: DDA Close, Savings Close,.

Explain each transaction doing 5 of the following: Straight Loan Payment, Loan Payment with Cash In,

Loan payment with Cash Out, Safe Deposit Box payment, Cashier’s Check , Money Order.

Explain the following transactions using tickets without processing: Cash Advance, Cash Exchange, Gift

Cards, Bond Redemption, Exchange

Explain multiple Transaction and do this transaction 15 times.

Repeat each of learned transaction from the beginning to the end in the off line mode.

Review of all transactions:

Perform each transaction type /role play with the training using teller drawer/transaction work/slips and

off line mode system.

Perform each transaction type/role play with the trainer using blank over the counter tickets/ slips. This

exercise will allow you to practice finding account numbers in the system and accurately complete

tickets.

Cashing a check Before cashing a check, verify this information:

The numerical amount and written amount are the same Whomever the check is to and the endorser on the back is the same person Ensure that there is a date

If you turn the check over to stamp cash check in the machine, you can glance at the signature at that time. The last person who signs the check should be standing in front of you. When doing a deposit and there is a request for cash back, the customer must sign the back of the check. The credit to the account will not work.


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Counterfeit Money Procedures If you receive counterfeit from a customer, try not to touch and/or handle the bill. You need to have the customer initial the bill and then initial the bill under them. Fill out the counterfeit note report while the customer is here. There are some questions that the customer needs to be asked while they are in front of you. When the paper work is finished you will need to mail the report along with the bill to:

Secret Service 111 South 10th Street 11.346 St. Louis MO 63102 The Secret Service will send you notification in the mail whether the bill was counterfeit or not. If the bill is a good, the secret service will also send the bill back to you. If you find the bill in a bundle you need to contact the teller that sold the bundle to the vault and send the bill back to the branch and let them handle it from their side.

BSA Training CTR – Currency Transaction Report. Should a transaction or a customer’s daily transactions total more than $10,000, the teller system will prompt you to fill out a CTR. This transaction will be sent into the IRS. These reports help the government track and monitor money flow and keeps authorities informed. The common person does not have to worry about the CTR. The teller should never state to the customer that a CTR must be filled out. This form can be pulled from blank documents from Origination Master Menu. It is located under all documents - Currency Transaction Report. Part I – Section A should be the business or person who is on the account. You need the occupation. Retired will not work, you have to have where they are retired from. This should be on the customer’s portfolio. Business Owner will not work. What type of business do they own. Part I – Section B will need to be filled out should it be a business in Section A. This will be the person actually conducting the transaction. You will need to get a picture ID to verify this person. Please make sure that the information is taken while the customer is here, not off of the driver’s license. The information on the driver’s license could be old and incorrect. Part II will need to be filled in by typing in the information from the deposit slip. Part III should be typed in, if information in unknown, call Denise in Steele. Should there be more than one owner on the account, you will need to fill out the back for each additional account owner.


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If the transaction is performed in Horizon Teller, the system will prompt the CTR for the teller to fill in the information. It will store the CTR in the Horizon system so the CTR can be filed in FINCEN. One person from each location should be in charge to file the CTR’s.

SAR – Suspicious Activity Report. Any strange or unusual transaction that makes the teller uncomfortable can be reported. This form can be found in the Teller Supervisor’s office. Other examples of situations that may require us to complete/file SAR are : customer who makes daily transactions in cash, exchanging low denomination of bills into higher denominations, stacking, and kiting.


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Monetary Log Books Any customer or Non-customer purchasing a money order or cashier’s check with cash $1500 or more will be recorded into a log in the teller system. CIP – Customer Identification Program. Any new customer will be required to provide two forms of identification. This is to help the government fight the funding of terrorism and money laundering activities. Federal law requires all financial institutions to obtain, verify and record information that identifies each person who opens an account. Checks for Collection Any check that cannot be called on or any check that may be suspicious, the teller/bookkeeper can choose to send off for the collection of funds. The policy currently states up to 10 business days and a $50 fee. HOLD policy

When a customer comes in with a check that is out of state/town and the check amount is larger than the customer’s balance, you should ask an officer to look at the check. Should the decision be to place the check on hold you will need to do the following steps:

1.) Make a deposit into the general ledger account 48880000 2.) Make a copy of the deposit slip, the check, and general ledger ticket 3.) Fill out the hold form that is on letter head 4.) Make 2 copies of the hold form 5.) One copy goes to the customer, one copy goes in our book w/copy of tickets 6.) Fax the original hold form and a copy of the tickets to the person responsible for placing the

hold and then also inner office mail these items to that person 7.) Original tickets go in work, if an original deposit slip is present, place this in our hold book with

our copies. Customer should leave with a copy of the signed letter and copy of check. In Branch book, a copy of tickets, check and signed letter. Appropriate person, original signed letter, copy of tickets. Tickets should be placed in teller’s work.


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Branch Capture Scanner Training

The following is step by step process to process work through the Branch Capture. Log onto Computer Turn on Scanner Double Click on Sorter Icon Login Next – Verify Date Next – Proof Capture Next – Verify Info Next – will load Power Up Ready to Process Place Batch Header in sorter – Click Feed Start Verify Batch Header Encoded On Back Place Run #, Batch #, and Date on Header Place Joggled work in sorter – Click Feed Start Place first work encoded Item # on Spreadsheet End Run if running work in small bundles throughout the day, then hit next before running next bundle. End of Day End Run Turn Sorter Off Mark Day Yes Ok Close Session

Run end of the day branch capture

Online Compliance Training

In the next few days/weeks you will be provided sign in information that will grant you an access to the

required compliance training provided to Bank staff. These trainings are to be completed annualy. The

following is the matrix of required training:


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BSA: Transaction Procedures for Tellers (20204TEL_10386)

Today's tellers have the added responsibility of monitoring and reporting cash transactions that may be related to illegal drug trafficking, terrorist activities, illegal gambling and other illicit criminal activities. This course explains the purpose of the Bank Secrecy Act, violations and penalties for non-compliance with the Act, and which transactions require a Currency Transaction Report (CTR). Students will also be able to match the recordkeeping and exemption identification individual requirements to individuals purchasing covered instruments.

BSA: How to Comply (20003_10386)

Take this course and learn how and when to complete a currency transaction report. This course covers Part I, II and III of the CTR. With this course you will understand how to complete the various parts of the CTR, determine which transactions require a CTR, reporting suspicious activity, and how to identify structuring and the ways your institution can prevent it.

Understanding OFAC (20031_10386)

OFAC's primary tenet is don't do business with the enemy. Out of this basic principle, OFAC holds not just the financial institution but also employees personally responsible for compliance. Learn the origin of OFAC, basic OFAC requirements, affected transactions, and consequences of noncompliance.

Identity Theft: Minimize the Risk (20037_10386)

This course gives employees the skills required to ensure your customers' sensitive information is kept secure. The course explores the different types of sensitive customer information, types of identity theft schemes, high-risk account activities, and steps financial institution employees can take to help safeguard customer information.

Privacy Compliance: What You Need to Know (Within the Exceptions) (20058_10386)

The Privacy regulations have a reputation for being notoriously difficult to understand. But as they relate to banks that share consumer information within the exceptions, these rules are comparatively straight-forward. This introductory program, designed for frontline staff, new account reps and consumer/mortgage lenders, explains the Privacy requirements and their practical applications solely as they relate to your institution. Topics include key terms and definitions, the purpose of the Gramm-L each-Bliley Act, permissible sharing arrangements and disclosure requirements. 30 minute tutorial.

Bank Security: Safety Procedures (20067_10386)

This program covers the security related to the opening, closing and daily operations of your institution. You will also determine ways to secure drive up and ATM locations and identify daily operational threats and concerns. It also addresses what you can do to insure your personal security.

UDAAP: An Overview (00326532)

The concept of UDAAP (Unfair, Deceptive, or Abusive Acts or Practices) has the potential to completely alter the traditional understanding of regulatory compliance and can affect nearly every aspect of your organization. This course will look explore what it means to be “abusive”, possible acts or practices that would now be considered abusive under this new standard, and identify steps you can take now to minimize your UDAAP risk.

Reg E: EFT and Overdraft Compliance (20336_10386)

This course was designed to give students a basic understanding of the Reg E rules which regulate Electronic Fund Transfers (EFTs) and overdraft protection services. Upon completion of this course, students will be able to recognize how Reg E applies in today's world and why it originated, distinguish between types of EFTs and other transactions covered under Reg E, identify which transactions require consumers to opt-in before being charged a fee for overdraft protection services, and consider the consequences of violating Reg E.

Reg E: Handling Errors and Complaints (20014_10386)

Learn the correct way to handle Reg E errors and complaints. This program covers what an EFT error is, what procedures must be followed when investigating and resolving errors, how the rules differ for new accounts, foreign or point-of-sale accounts and much more.


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TISA: An Overview (20047_10386)

Help your employees gain a better understanding of how to comply with the Truth in Savings Act. Employees will learn the purpose of TISA (Regulation DD), the accounts and institutions affected, disclosure requirements, calculation method requirements and advertising regulations.


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Acknowledgment of Training

Topic of the Training Trainee Initials Trainer Initials Date

Opening and Closing Procedure

Teller Over-Short Policy

General Ledger Account and Teller Tickets

Bank Security: Bank Robbery Procedure

Introduction to the teller drawer

Repayment of Charge off Accounts

Demand/Savings Inquiry Horizon

Loan System Inquiry Horizon

Certificate of Deposit

Customer Portfolio

Customer Inquiry

Top Tabs

Teller Module

Cashing a check

Counterfeit Money Procedures

BSA Training( CTR, SAR..)

Branch Capture Scanner Training

Online Compliance Training

I hereby acknowledge and confirm that I have received the training in areas listed above. In addition, ___ I

request/___ I do not request re-training at this time in the following area(s):

____________________________________________________________

_____________________ ___________

Employee Signature Date

*(This page must be signed and returned to Human Resources to be placed in Employee File)

Documents

Teller Training Manual - Web SWOT · PDF fileTeller Training Manual 2 Opening and Closing Procedure Opening and closing procedures varies from the branch to the branch. The procedure