Your State Association Presents

Problem Prevention

on the Teller Line

Program Materials

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Wednesday, November 9, 2016 Presenter: Janice Branch

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PROBLEM PREVENTION ON THE TELLER LINE

Helping Tellers Become More Proficient at Recognizing and

Minimizing Losses

Janice Branch, CBTP

MAKING THE MOST OF THIS

• Stay focused

• Take notes

• Discuss with others

• Commit to using 1, 2 or 3 ideas

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WHAT WE WILL DISCUSS

• Follow Procedures

• Scam and Con Prevention

• Best Practices in Cash Handling

• Organization is a Must

• Keys, stamps, combinations and passwords

• Dual Control

• Bank Robbery Preparedness

• Verification Concerns

• Check Cashing Guidelines

• Scrutinizing Identification

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INTRODUCTION

• Interacts with more customers everyday

• Frontline and center

• Frontline defense for the institution

• Minimizing losses

• Customer Service

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FOLLOW PROCEDURES

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WHY DO WE HAVE THEM?

• Learn, Know and Follow

• Learn where and when exceptions can be made

• Be AWARE: Anytime we move away from procedure, the institution is at risk!

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SCAM AND CON PREVENTION

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MOST COMMON/MOST VULNERABLE

• Criminal Preferences:

• Drive-through

• 5 minutes prior to closing

• Busiest times of the day

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AREAS OF CONCERN

• Counterfeit Currency

• Forgeries and Stolen Checks

• Kiting

• Less-cash Deposits

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COUNTERFEIT CURRENCY

• Most Vulnerable

• Anytime money goes through a “facelift”

• October through end of December

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WHAT TO DO

• Compare suspect bill to a real bill

• Use a black light

• Counterfeit pens

• Visit www.federalreserve.gov

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FORGERIES AND STOLEN CHECKS

• Copy of the “real deal”

• 99% “signed” outside of institution

• 10% misspelled

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WHAT TO LOOK FOR

• Shaky writing

• Closed or open loops

• Ink blots

• Too much or too little space used

• Misspelled name

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WHAT TO DO

• Ask to sign again

• 2 heads are better than one

• Bring in supervisor

• Retain everything presenter gave you

• Get license of vehicle, description of person

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KITING

• Depositing non-existent money between institutions

• Last institution in will suffer the loss

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WHAT TO DO

1. Alert management

2. Place instructions on account to alert other tellers

3. Contact other institution to confirm funds available

4. Never accuse or confront account holder

Recommendation: Kite Watch Procedure

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LESS-CASH DEPOSITS

• Criminal Steals

• 1 deposit slip

• Checkbook

• Wallet with ID

• Criminal Prefers

• Last lane in drive-through

• 5 minutes prior to closing

• Sends in counterfeit check

requesting less-cash

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WHAT TO DO

• Follow procedure for cashing a check

• All persons receiving cash signs for it

• Don’t give cash back on commercial deposits

• Respect your instincts

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PROTECTING YOUR DEPOSITORS

• Visit FBI.org/scams

• Visit USA.gov/scams-and-frauds

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BEST PRACTICES IN CASH HANDLING

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HANDLING CASH REQUIRES

• Concentration, consistency and accuracy

• Safeguarding Supplies:

• Keys

• Teller Stamp

• Forms

• Mutilated currency

• Bulk Cash21

CASH HANDLING: BEST PRACTICES

• Be mindful of exposure of large sums of cash

• Never discuss cash shipments

• At no time can money be borrowed or loaned from cash supply

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CASH HANDLING: BEST PRACTICES

• When your back is to money; lock drawer and take key with you

• Maintain cash limits

• Don’t handle your own transactions

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CASH HANDLING: BEST PRACTICES

• Cash drawer neatly arranged

• Money face up

• Pointing in same direction

• Package all money properly

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CASH HANDLING: BEST PRACTICES

• Continuously count down currency

• Sort out mutilated

• Remove excess cash from top drawer

• Place in 2nd drawer

• Sell to vault25

CASH HANDLING: BEST PRACTICES

• Strap loose currency by denomination when time permits

• Never change the cash amount on a deposit slip without

the depositor initialing it

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CASH HANDLING: BEST PRACTICES

• If interrupted while counting, STOP and START again

• Ask customers to count large sums of cash before leaving your window

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KEYS, STAMPS, COMBINATIONS AND PASSWORDS

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KEYS

• Institution door

• Cash vault

• Money drawer

�Keys always in your possession

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TELLER STAMP

• In the wrong hands, says you handled a transaction you did not handle

• Just as important to safeguard as cash

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VAULT COMBINATIONS AND PC PASSWORDS

• Retain in secure, discrete places

• Audit issue

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ORGANIZATION IS A MUST

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FORMS, PICTURES, MENUS

• Forms and Supplies

• Enough to do the job daily

• Pictures

• Menus

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ORGANIZATION BEST PRACTICES

• Work face down, out of reach

• Designate a cleaning day monthly

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ORGANIZATION: BEST PRACTICES

• Make a daily “to do” list

• Maintain a notebook of vital information

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DUAL CONTROL

• Vault Entry

• Stocking ATM

• Night Depository

�Requires more than one person to be present

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BANK ROBBERY PREPAREDNESS

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SECURITY VIGILANCE

• Greet everyone who enters

• Pay attention to parking areas

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BANK ROBBERY STATS

• 2 of 100

• 60% Clearance rate

• 2/3rds last less than 3 minutes

• Most Common Uniform

• Dark sunglasses

• Baseball hat39

BANK ROBBERY PREPAREDNESS

• Security Devices

• Bait Money

• Training offsets panic in emergencies

• Train annually

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ROBBERY TRAINING

Informed and Prepared to follow Training:

• During Robbery Dos and Don’ts

• After Robbery Dos and Don’ts

�Visit www.fbi.org

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WHAT TO DO

• Calm

• Compliant

• Observant

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ROLES AND RESPONSIBILITIES

• Victim Teller role

• Other lobby personnel role

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VERIFICATION CONCERNS

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VERIFICATION CONCERNS - CASH

• In and Out

• Customer Deposits

• Vault Purchases

• Straps

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VERIFICATION CONCERNS- CHECKS

• Valid Identification

• Account history

• Correct Account Number

• Stop-Payment Order

• Alerts

• Policy/Procedure

• Regulations

• Adhering to payout limits

• MICR

• Seeking approval/second opinion

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CHECK CASHING GUIDELINES

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ON-US CHECK PRESENTED BY ACCOUNT HOLDER

• Visually ID or request ID

• Verify sufficient funds

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ON-US CHECKPRESENTED BY NON-ACCOUNT HOLDER

• Check for proper endorsement

• Verify Payee’s ID

• Verify sufficient funds

• Check for stop payments or alerts

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NOT ON-US CHECKPRESENTED BY ACCOUNT HOLDER

• Check for proper endorsement

• Visually ID or request ID

• Check average balance and NSF history

• Requires diplomacy if can’t cash

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NOT ON-US CHECKPRESENTED BY NON-ACCOUNT HOLDER

• Check your institution’s policy for this type transaction

• If acceptable:

• Check for proper endorsement

• Verify Payee’s ID

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SCRUTINIZING IDENTIFICATION

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ACCEPTABLE ID MUST PASS SIX-POINT VALIDITY TEST

1. Contain a Photograph

2. Describe the presenter

3. Show a sample of presenter’s signature

4.Include a birth date of the presenter

5. Display a date of expiration

6.Be recognizable as an Official ID and contain a registration or ID number

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MOST COMMONLY USED AND ACCEPTED IDENTIFICATION

• Driver’s License

• Other forms of acceptable ID

• Be sure you know what other forms of ID are acceptable at your

institution

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OTHER COMMON ACCEPTABLE ID

• Armed Forces ID

• USA/Foreign Passport

• Visual identification from Officer

of Bank

• State Issued ID

• Well-known Employee ID cards

with photographs

• Government/Military ID cards

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REQUESTING IDENTIFICATION

• Could be met with resistance, frustration or anger

• What not to say

• What to say

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EXAMINING AND RECORDING ID

• Watch for signs of nervousness

• Make 3-way comparison

• Look for signs of tampering

• Check expiration date

• Ask for 2nd form of ID if unsure

• Compare addresses and signatures

• Record on face of check

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SUMMARY

• Follow Procedures

• Scam and Con Prevention

• Best Practices in Cash Handling

• Organization is a Must

• Keys, stamps, combinations and passwords

• Dual Control

• Bank Robbery Preparedness

• Verification Concerns

• Check Cashing Guidelines

• Scrutinizing Identification

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IT’S BEEN MY PLEASURE

• Janice@interaction-training.com

• www.interaction-training.com

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