When a teller drawer is out of balance at the end of the day, it is possible that currency and/or coin were miscounted. The associate must piece count their currency and coin. It is imperative that the cash count screen is cleared prior to the recount, and all drawer compartments counted. If this does not locate the outage, the drawer must be piece counted by another associate under dual control. If the outage is not found, write it off to the Over/Short General Ledger (GL).

If, after writing the outage off, the associate suspects that there may have been a miscount of their drawer, in order for a miscount to be considered recoverable, no matter the amount of the outage, the following procedure MUST be followed:

1. On the next business morning, BEFORE any transactions have been processed in the drawer, a full piece count audit MUST be performed under dual control by another associate such as the Lead Teller (LT), Client Experience Manager (CXM/CXMII), Regional Experience Manager (RXM), or other seasoned associate.
2. If the outage was on Friday and the office is open on Saturday:
   • If the drawer is used on Saturday, it must be audited on Saturday morning before any transactions have been processed.
   • If the drawer was not used on Saturday, the audit must be completed on Monday morning before any transactions have been processed OR the next business morning if Monday is a holiday.
3. If a miscount is found:
   • A cash count audit form must be completed and submitted.
   • The only cash in or out permitted on the trial balance tape is the one processed for the miscount.
4. Process the in/out with an Over/Short GL ticket. Write on the ticket: Recovery - Audit completed to validate miscount of drawer on XX-XX-XX.

   • Recovery Ticket Example

     All recoveries must be traceable in the teller operating system or by other means. The Over/Short recovery ticket must be processed within 10 business days of the original date of discovery and contain a brief description of what occurred, the date of the outage, the transaction number for the outage and Recovery must be written on the ticket. The ticket must be dual signed.

     

      

      

Note: If an official cash count audit is not performed and submitted to _TellerAudits, then the miscount recovery ticket will not be considered recoverable.