All outages and/or recoveries of $10.01 or more are recorded on the associate and office performance standards record as applicable.
Retail Support tracks and enters daily cash outages, correction outages, and recoveries into Performance Standards in Expert Supervisor on applicable associates and offices. Retail Support is required to document and update the associate's record by the second business day after the outage/correction is posted to the General Ledger.
Recorded outage, correction, or recovery losses include:
- Teller drawer over/short outages
- Vault drawer over/short outages
- Chargeback items
- Other outages - system failure
- Other cash losses
- Teller Cash Recycler (TCR) Drawer cash over or short outages
- SunTrust cash over / short outages
- Recoveries
Manager Responsibility
The manager (Lead Teller (LT), Client Experience Manager (CXM), Regional Experience Manager (RXM)) must run the Performance Standard records report for each applicable associate in Expert Supervisor each month prior to the 10th, or sooner, if no recoveries are expected.
Performance Standard records are to be printed and reviewed. Two reports are available:
- Print Friendly Version (ALL)
- Shows all performance standard activity within the time period pulled.
- This report can be used for coaching
- Performance Standards for Signature
- Shows all cumulative outages and recoveries for the time period pulled.
Managers must do the following:
- Print the Performance Standards for Signature report.
- Review the report with the associate.
- Obtain the associate signature on the report.
- Note: the associates' signature cannot be an electronic signature.
- By the 15th of each month, scan all associates signed Performance Standards records to the designated Internal Control Specialist team member for your office.
For an associate on Family and Medical Leave Act (FMLA) or other extended leave reason, print a copy of the monthly report and indicate in the associate signature line associate out on extended leave.
When the associate returns, print a copy of the Year to Date (YTD) report and obtain the associates signature. Scan and email the report to your designated Internal Control Specialist team member.
Maintain scanned Performance Standard records for the current year plus 2 previous years.