Associate Warning Notice or Separation

The Performance Standards System in Expert Supervisor notifies the associates manager when a threshold requiring an Associate Warning Notice or Separation is reached. 

The manager is responsible for timely completion of any disciplinary action notices issued to the associate. Expert Supervisor must be used to document all disciplinary action notices. All notices are scanned to Human Resources for retention. A copy is NOT to be retained in the associates office file.  

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Frequent Out of Balance - Carelessness Memo

Associates who are frequently out-of-balance are coached by their manager to assist them in determining the cause and implementation of subsequent corrective action.

A Carelessness Memo is issued when the occurrence of out-of-balance $10.01 or more reaches 5 within a quarter. Subsequent memos are issued with each additional 5 occurrences within a quarter. 

Any out-of-balance of $10.01 are also applied against the Cumulative Gross Total. Multiple Carelessness Memos can result in an Associate Warning Notice and/or further disciplinary action.

The manager is responsible for timely completion of any disciplinary action notices issued to the associate. Expert Supervisor must be used to document all disciplinary action notices. All notices are scanned to Human Resources for retention. A copy is NOT to be retained in the associates office file.  

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Other Cash Losses

Other Cash Losses are considered to be a violation of Capital City Bank (CCB) policy and procedures and are charged to the associate's performance standards record.

First Notification - Other Cash Losses Force Posted Items

• This type of loss is related to violation of standard processing policies for on-us items (for example: cashed checks, saving withdrawals, cashed Debit Memos). 
• The loss is identified as force posted items to a client's account when cash or payment is made against insufficient or unavailable funds.
  • Retail Support notifies the LT, CXM/CXMII, RXM and the Human Resources Consultant (HRC) via email of force posted items. This email serves as the first notification to an associate's manager.
  • The 10 business day period following the date of the notification may be used by the transacting associate or manager to facilitate the recovery of the loss. Force posted losses are not recoverable once applied to the performance standard record. 

Retail Support posts Other Cash losses to the associate's performance standards record in Expert Supervisor.

• Retail Support notifies the LT, CXM/CXMII, RXM and the HRC via email . The associate's manager receives the performance standards record with details of the loss.
• The performance standards record must be signed and dated by the associate and manager and scanned to Human Resources for retention.
• A copy is not retained in the associate's office file.

The manager is responsible for timely completion of any disciplinary action notices issued to the associate. Expert Supervisor must be used to document all disciplinary action notices. All notices are scanned to Human Resources for retention. A copy is NOT to be retained in the associates office file. 

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Chargeback Item Losses

First Notification

A daily list of chargeback items that may be applicable to Performance Standards is located in Synergy. This report serves as the first notification to an associate's manager regarding chargeback items. Retail Support emails the report each day to the LT, CXM/CXMII and RXM of the affected associate. The LT and CSM/CSMII is responsible for viewing the report and chargeback notes for each report date. See Chargeback Item Report for more information.

 

The Chargeback report (QRY > CHARGEBK5) is posted in Synergy each calendar date, Monday to Sunday, including holidays. The report identifies accounts with a chargeback item that has resulted in an account being overdrawn 5 business days. The report contains the following information:

 

• Chargeback date
• Chargeback amount
• Chargeback reason
• Account number
• Short name
• Current balance
• Date opened
• Days OD

Retail Support adds additional information in the notes section of the chargeback report daily. Notes include information pertaining to the originating transaction as follows:

 

• Account number
• Office number
• Office name
• User ID of the associate who processed the transaction
• Transaction number

The items on this report are not necessarily chargeable under Performance Standards. Those items that are not chargeable could include items overdrawn within the account's bounce protection limit, items with properly placed holds or items with other acceptable circumstances.

Chargeback items losses not recovered within 10 business days from the date of the chargeback report are researched by Retail Support to determine the applicability to Performance Standards. This time period may also be used by the transacting associate or manager to facilitate the recovery of the loss, whether chargeable or not.


Second and Final Notification

If the chargeback item loss has NOT been recovered at the end of the 10 business days, Retail Support notifies the LT, CXM/CXMII, RXM and Human Resources Consultant when disciplinary action, as detailed in the Performance Standards, is applicable.

Chargeback Losses - Accounts Opened 90 Days or Less

Chargeback Losses on accounts opened 90 days or less are posted as a monetary loss to the associate's Performance Standards record. If a bank officer, waives a hold per CCB Hold Policy procedures, which results in a chargeback item loss, the associate approving the waiver incurs the monetary disciplinary action.

Retail Support posts the loss in the associate's Performance Standards record in Expert Supervisor and emails the LT, CXM/CXMII, RXM and Human Resources Consultant of chargeback losses that require disciplinary action. The associate's manager receives the chargeback loss records with details of the loss. 

The Performance Standards Assessment must be signed and dated by the associate and manager and scanned to Human Resources for retention.

A copy is NOT retained in the associate's office file.


 

Accounts Opened More Than 90 Days

Losses on accounts opened more than 90 days are not posted as a monetary loss to an associate's monetary Performance Standards record. A disciplinary memo as detailed in Performance Standards applies and separation my be applicable.

Retail Support emails the LT, CXM/CXMII, RXM and the HRC to notify of chargeback losses that require disciplinary action. The associate's manager receives the chargeback loss records with details of the loss. 

The associates manager is responsible for the following:

 

• Contact their HRC to determine the disciplinary action required.
• Issue the applicable disciplinary memo
• Date and sign the memo
• Obtain the associates signature
• Scan the memo to your HRC

A copy is NOT retained in the associate's office file.

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Other Outages - System Failure

Outages incurred for transactions processed when the Teller System is not available are investigated on a case-by-case basis. When the investigation is complete, actions applicable to performance standards are determined.

• Expert Supervisor must be used to document any disciplinary action that may be required.
• All disciplinary notices and the associates Performance Standard Record are scanned to Human Resources for retention.
• Do NOT retain a copy of disciplinary notices in the associates office file.

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