Safe-deposit box access is restricted. 

Client access is restricted to lobby hours of operation ONLY. Associate access, outside of regular lobby hours of operation, is restricted to obtaining Instant Issue blank card stock which is stored in a rented CCB Safe Deposit box.

The Vault Entrance Log must be used to record any activity in the safe deposit area. The Vault Entrance Log must be maintained for 6 years from the date of record. Clients are not permitted to enter or remain in the vault area alone. Clients are escorted by associates who allow the client to lead them to their box. 

The Vault Entrance Log must be completed for safe deposit box access including:

• Initial box rental
• Accompanying a client each time they enter their safe deposit box
• When the client is finished in the privacy booth and returns the box
• All safe deposit box maintenance issues

When a client requests access to a safe deposit box, do the following:

1. Identify the client. Refer to Identification Verification Procedures. 
2. Complete the Vault Entrance Log with the following information:
   1. Date
   2. Time
   3. Comments section 
      • Box number
      • Client last name
3. Obtain the client file from the safe deposit storage cabinet.
   1. Review the file for any cautionary flags (for example: red thumbnails hanging on folders or special notes attached to the outside of the folder) that may indicate the box is past due or has restricted access due to the death of the renter. If the box is in good standing, continue to step 4.
4. Review the most current safe deposit box lease contract (revision date is at the top) to verify the client is a renter. Confirm the person requesting box access is authorized to enter the box.

   • Revision Date Sample

     

      

      
5. Compare the identification signature with the Safe Deposit Lease Contract and Access Card before granting access to a safe deposit box.
6. Double-check the safe deposit box number on the Safe Deposit Lease Contract and Access Card before granting access to a safe deposit box.
7. Complete the Access Card with the following information:
   1. Client signature.
      • Ensure the signature on the access card and the lease contract match.
      • Note: If multiple renters are present and accessing the box, all must sign the access card.
   2. Client’s Identification Number(ID).  
      • ID verification is required unless the renter is personally known to you
      • Personally Known is defined as having an acquaintance, derived from association with the individual which establishes the individual’s identity with reasonable certainty.
      • Renters meeting the criteria may have the words “Personally Known" or “PK” written on the access card in lieu of the identification number. This is the only acceptable variation of the identification requirement. 
   3. Time and date of entry.
      • Stamped time and date - ensure the stamp is clear and does not validate other date/time entries.
      • Handwritten time and date - must be written legibly by the associate assisting the client with entry into a box.
   4. Associate initials.

   5. Access Card Sample

      

       

       
8. Complete the Safe Deposit Box Guest Record if the client has a guest.
   • Note: Guests are not permitted in the safe deposit box vault. Infants and small children are the exceptions to this rule. Guests may accompany a renter in the privacy booth.
9. Unlock the day gate (if applicable) to the vault and allow the client into the safe deposit box area.
10. Allow the client to lead you to their box.
    • Ensure the box identified by the client is the same box number on the safe deposit box lease contract and access card. Some clients have multiple boxes. 
    • Be aware of duplicate box numbers.  
    • Make sure the client is authorized to open the box for which they have the key.
11. Instruct the client to insert their key to open the individual box door.
    • If the client requires assistance accessing the box (for example: if the client is unable to reach the box or is unable to insert the key and take possession of the box/contents) two authorized associates (dual control) are required to assist. Click here to see the Americans with Disabilities Act tab for more information.
    • Do not allow clients to climb the safe deposit ladder.
12. The authorized associate must insert the guard key into the box door.
    • The box will open when the guard and client keys are turned.
    • If the box does not open easily, STOP and confirm that you are opening the correct box.
13. Have the client remove their key and box.
    • Do not leave the client’s key in the box door after removing the box.
    • The client's key MUST remain in their possession at all times.
14. Escort the client to a privacy booth if the transaction will take more than 30 seconds.
    • Safe-deposit transactions that take 30 seconds or less may be performed in the vault. A 30-second transaction involves nothing more than opening the box, dropping an item in, and re-closing the box.
    • See Handling Clients That Remain in the Vault tab for more information.
15. When the client is ready to return the box to the vault, inspect the privacy booth in the presence of the client for any items that might have been left behind accidentally.
16. Follow these steps when the client finishes in the privacy booth and is ready to return the box to the vault:
    1. Log re-entry in the Vault Entry Log.
    2. Unlock day gate, if applicable.
    3. Have the client return their box.
    4. Have the client insert their key into the box door and turn to lock the box.
    5. Have the client remove their key from the box.
       • The client's key must remain in their possession at all times.
    6. The authorized associate inserts the guard key into the box door and turns to lock the box.
    7. Have the client confirm that the box is locked.
17. Escort the client out of the safe deposit area. 
18. Thank the client.

Any transaction lasting longer than 30 seconds (anything more than opening the box, dropping an item in, and re-closing the box) must be handled in the privacy booth.

• Remain with the client during the 30 seconds but turn your head to allow the client privacy
• Do not allow the client to conduct extensive business in the vault. This is for their protection as well as ours
• If a client begins to rummage through the box, insist they go to a privacy booth

DO NOT allow a client to leave the safe deposit box area or privacy booth with their box.

If a client obtains their box and then requires transactions with a Personal Banker and/or Teller, the box must be returned to the safe deposit box area first. Once the transactions are done, the entire procedure must be completed again to return any items to the safe deposit box.

Although this is an extra step and an extra admission to be accounted for, it gives the client more privacy, reduces the possibility that something will be lost from the box, and reduces the bank’s liability.