Bank Teller cheat sheet

Cash drawer limits: tellers must keep cash within assigned limit; excess currency and large-denomination bills are secured in vault or sold to head teller when limit is reached.

All cash received must be counted and verified before the customer leaves the window; count paper currency twice, coins once by weight or count.

Strapping currency: straps must show teller’s initials, date, and amount; straps are color-coded by denomination (e.g., $1 blue, $5 red, $10 yellow, $20 green, $50 brown, $100 purple) but verify local policy.

Mutual (dual) control: vault, ATM, night depository, and large currency shipments require two authorized employees present; one counts, the other verifies and records.

Balancing: at end of shift, count all cash and compare to system total; overages/shortages must be reported immediately and documented; repeated differences may lead to disciplinary action.

Buy/sell: tellers buy cash from vault when drawer is low and sell excess cash; transactions are recorded on a cash ticket or system transfer with both parties’ initials.

Counterfeit handling: do not return suspected counterfeit to customer; retain it, note description of presenter, notify supervisor, and contact local police/Secret Service per bank policy.

Cash limits for reporting: transactions involving more than $10,000 in cash (or multiple transactions by same person totaling more than $10,000 in one day) trigger CTR filing; do not inform customer.

Night depository: two employees open the depository; verify deposit bag number, lock, and contents against the deposit slip; discrepancies are documented and reported to supervisor.

Customer identification: before conducting a transaction, verify identity using bank-approved ID (e.g., government-issued photo ID) and compare signature on file; for non-customers, follow CIP requirements.

Privacy: never disclose account information to a third party without written authorization or legal process; verify caller identity using established authentication questions.

Telephone etiquette: answer within three rings, identify bank and yourself, speak clearly, and ask permission before placing on hold; never leave a customer on hold longer than 30 seconds without checking back.

Complaint resolution: listen fully, apologize for inconvenience, take ownership, and escalate to supervisor if unresolved; document complaint in bank’s tracking system.

Accessibility: offer accommodations for customers with disabilities (e.g., reading assistance, sign language interpreter, accessible counter); do not assume inability.

Professional appearance: follow bank dress code; name tag visible; maintain clean and organized workstation; avoid personal calls and eating at window.

Confidentiality: do not discuss customer information in public areas or with other customers; shred documents containing account numbers before disposal.

Sales and referrals: identify customer needs and refer to appropriate specialist; never pressure or misrepresent products; disclose fees and terms clearly.

Bank Secrecy Act (BSA): requires financial institutions to assist government agencies in detecting and preventing money laundering; includes recordkeeping and reporting requirements.

Currency Transaction Report (CTR): file for cash transactions over $10,000 in one business day; multiple transactions by or for same person totaling over $10,000 must be aggregated; file within 15 days.

Suspicious Activity Report (SAR): file for transactions of $2,000 or more (or any amount if insider) that appear suspicious; do not inform the customer; file within 30 days of detection.

Customer Identification Program (CIP): collect name, date of birth, address, and identification number before opening account; verify identity through documents or non-documentary methods.

Office of Foreign Assets Control (OFAC): screen customers and transactions against SDN list; if match, block assets and report within 10 days; do not process transaction.

Funds transfer recordkeeping: for wire transfers of $3,000 or more, record sender and recipient information, amount, date, and payment instructions; retain for five years.

Monetary Instrument Log (MIL): for cash purchases of monetary instruments (cashier’s checks, money orders, traveler’s checks) between $3,000 and $10,000, record customer information; over $10,000 also file CTR.

Record retention: BSA records generally retained five years; CTRs and SARs retained five years from filing date; verify specific requirements.

Penalties: willful BSA violations can result in civil money penalties and criminal prosecution; tellers must complete annual BSA/AML training.

Check fraud: verify check date, payee, amount in words and figures match, signature against signature card, and check for alterations; use ultraviolet or watermark verification for large checks.

Identity theft red flags: unusual account activity, address change followed by immediate withdrawal request, customer unable to answer authentication questions, or ID that appears altered.

Phishing and social engineering: never provide account information or passwords over phone or email without proper authentication; verify caller using callback to number on file.

Robbery: comply with robber’s demands, do not resist, observe details (height, weight, clothing, weapon, direction of escape), lock doors after robber leaves, call 911, and preserve scene.

Bomb threat: remain calm, note exact words, background noises, and caller characteristics; notify supervisor and police; follow evacuation plan if instructed.

Internal fraud: enforce mandatory vacation and rotation of duties; dual control on vault and ATM; report suspicious employee behavior to supervisor or ethics hotline.

Elder financial abuse: watch for sudden large withdrawals, new joint account holder, or caregiver pressuring customer; report to supervisor and Adult Protective Services per state law.

ATM security: inspect ATM for skimming devices and cameras; report tampering immediately; do not service ATM alone; follow dual control for cash replenishment.

Negotiable instrument requirements: unconditional promise or order to pay a fixed amount, payable on demand or at definite time, payable to bearer or order, signed by maker or drawer.

Check elements: date, payee, numeric and written amount, signature, drawee bank, and MICR line; missing or inconsistent elements may make check non-negotiable.

Endorsements: blank endorsement (signature only) makes check bearer instrument; restrictive endorsement (e.g., “For deposit only”) limits further negotiation; special endorsement designates payee.

Check holds: under Expedited Funds Availability Act (Regulation CC), next-day availability for cash, wire transfers, and certain checks; case-by-case holds for large deposits or repeated overdrafts; hold notice required.

Deposit processing: verify deposit slip totals, endorse checks, and ensure checks are payable to customer or properly endorsed; scan or encode for processing; give customer receipt.

Stop payments: customer must provide written stop payment order (or oral followed by written within 14 days) with exact check details; stop payment valid for six months and may be renewed.

Overdrafts: checks presented against insufficient funds may be paid or returned; teller should not approve overdraft without authorization; refer to bank’s overdraft policy.

Cashier’s checks and money orders: treat as guaranteed funds; verify authenticity; record in monetary instrument log if cash purchase $3,000–$10,000; do not issue to unknown persons without ID.

Returned checks: handle according to bank’s collection process; charge back to customer account; notify customer; may assess returned item fee.