Teller Drawer Over/Short Outages

Cash over or short outages of $10.01 or more are posted to the associates performance standards record. These outages may include over/short entries or corrections.

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Vault Drawer Over/Short Outages

All Vault outages are serious by nature and are investigated on a case-by-case basis. Outages are posted to the Vault custodian associates performance standard record.

• Expert Supervisor is used to document any disciplinary action that may be required.
• All ordinary disciplinary notices and/or any performance standards Assessments are scanned to Human Resources for retention.
• A copy is not to be retained in the associates 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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Chargeback Item Losses

Chargeback item losses occur when a paying bank (the bank a check is drawn on) refuses to honor a check and the check is returned to the presenting bank. 

When checks are returned to Capital City Bank (CCB), the items are charged back to the account of the client who deposited or cashed the items. If a bank officer, waives a hold per CCB Hold Policy procedures, which results in a chargeback item loss, the associate approving the waiver will incur the monetary disciplinary action.

Items can be returned for a number of reasons, including:

• Not sufficient funds (NSF)
• Closed account
• Endorsement 
• Items discovered to be counterfeit, stolen, altered, or forged

Chargeback Report
If the chargeback causes an account to be overdrawn and the account remains overdrawn for 5 business days, on the 6th business day the item appears on the Chargeback Report. 

The associate's Lead Teller (LT), Client Experience Manager (CXM/CXMII) and/or Regional Experience Manager (RXM) are notified of the chargeback item by email from _SupportU. 

After a final review of the transaction, chargeback item losses not recovered within 10 business days from the date of the Chargeback Report may result in a formal assessment.

Chargeback Losses - Accounts Opened 90 Days or Less

Losses on accounts opened 90 days or less are considered a violation of the CCB Hold policy and are charged to the associates monetary Performance Standards record.

The chargeback item and final loss amounts are reported on a Performance Standards Assessment. The amount charged to the associate are the least of the 3 amounts below:

• The amount of the loss on the date of the chargeback.
• The amount of the item.
• The amount of the loss on the 10th business day after the item was identified.

The Performance Standards Assessment is signed by the associate and scanned to Human Resources for retention.

Chargeback Losses - Accounts Opened More Than 90 Days 

Losses on accounts opened more than 90 days are not charged to the associates monetary Performance Standards record. These losses are considered a failure to follow applicable CCB procedures or a failure to take precautionary measures based on the client's account history and may result in disciplinary action.

The chargeback item and final loss amounts are reported on a Performance Standards Assessment. The amount charged to the associate are the least of the 3 amounts below:

• The amount of the loss on the date of the chargeback.
• The amount of the item.
• The amount of the loss on the 10th business day after the item was identified.

The Human Resource Consultant (HRC) and associate's manager determine the appropriate disciplinary action based on the severity of the circumstances of each situation. Disciplinary action may include 1 or more of the following:

• Performance development memo
• Reminder memo
• Decision memo
• Separation

The associate's manager is responsible for issuing the applicable disciplinary memo, which must be dated and signed by the associate and the manager. All original memos are scanned to HR for retention.

The Performance Standards Assessment is also signed by the associate and scanned to HR for retention.

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Other Cash Losses

Other losses are considered to be a violation of CCB policies and procedures and are charged to the associate's teller Performance Standards record. An item is identified as an other loss on the date the bank is notified of the loss, not as of the date of the original transaction. A review of the transaction is conducted.

An Other Loss transaction includes, but is not limited to:

• A loss the bank incurs related to a deposited or cashed check which is not chargeable to a client's account. 
  • The items can be identified as a forgery by the client or can be returned by the paying bank (for example: not sufficient funds, closed account, counterfeit, stolen, altered, or forged).
  • The amount charged to the associate is equal to the amount of the item.

• A loss the bank incurs related to a violation of standard processing policies for on-us items which are cashed or used for payment of CCB official items. 
  • These losses are identified as force posted items to a client's account (for example: checking or saving) when cash or payment is made against insufficient or unavailable funds. 

Other Cash Loss - Notification

The associate's manager, CXM and/or RXM, Human Resources Consultant (HRC), and _SupportU are notified when the force posted item is identified. 

The department that identifies the loss emails the Other Cash Loss form with information regarding the Other Cash Loss item.

Other Cash Loss - Assessment

Retail Support reviews the transaction and performs an assessment to determine if any applicable policy and procedure violations occurred. After review, the transaction is classified as follows:

• Non-recoverable
  • Transaction review and assessment is performed within 2 business days from the original Other Cash Loss Notification date.
• Recoverable
  • Transaction review and assessment is performed on the 11th business from the original Other Cash Loss Notification date.

The loss is reported on the performance standards assessment. The assessment lists the details of the transaction and any applicable policy and procedure violations. The associate's manager, CXM and/or RXM, and HRC receive the Performance Standards Assessment form to present to the associate.

Performance standards assessments are signed by the associate and scanned to Human Resources for retention.

The amount charged for a force posted item as follows:

• Non-recoverable
  • The amount of the loss on the date the item is force posted to the account.
• Recoverable
  • The least of the following:
    • The amount of the loss on the date the item is force posted to the account.
    • The amount of the item.
    • The amount of the loss on the 10th business day after the item was identified.

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Non-Monetary Occurrence

A violation that occurs where applicable policies and procedures are not followed and does not result in a monetary loss to the bank will be reviewed and documented accordingly. An example of a policy violation/non-monetary occurrence includes buy/sell transaction between two drawers.

The Human Resources Consultant and the associate's manager determine the appropriate disciplinary action based on the severity of the circumstances of each situation.

Disciplinary Action may include one or more of the following:

• Performance development memo
• Reminder memo
• Decision memo
• Separation

The associate's manager is responsible for issuing the applicable disciplinary memo, which must be signed by the associate and the manager. All original memos are scanned to Human Resources for retention.

Note: At management's discretion, one or more non-monetary occurrence within 90 days could result in the associate receiving a Decision Memo.

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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 associates manager is responsible for issuing memos and notices, which must be signed by the associate and the manager. All original Carelessness Memos, Associate Warning Notices with a copy of the Associate's Individual Performance Standard Record Report, and any additional documentation is scanned to Human Resources for retention.

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Cumulative Gross Totals

Performance standards are calculated based on the Year-To-Date (YTD) gross total from January to December. Associates have 1 combined cumulative gross total for all outages, corrections, and losses.

An associate is considered to be out-of-standard when the total of outages, corrections, and losses reach the following levels anytime within a 12 month calendar year period (January through December). An associate can be considered out-of-standard based on a single incident or multiple incidents. Each associate's Cumulative Gross Total is reset to zero in January of each calendar year.

Cumulative Gross Total	Disciplinary Action
$500.01 - $750.00	Associate Warning Notice - Original to HR File
$750.01 - $1,250.00	Associate Warning Notice - Original to HR File
$1,250.01 - $2,000.00	Associate Warning Notice - Original to HR File
$2,000.01 or more	Separation of Employment

An associate who appears to be at the point of separation of employment for violating performance standards may be placed on a suspension with pay for a period not to exceed 10 business days while an investigation of the performance standards record is conducted.Delete

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 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.

Expert Supervisor must be used to document any disciplinary action that may be required. The manager is responsible for timely completion of any disciplinary action notices issued to the associate.

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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.

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

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 HRC 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 HRC 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.

Chargeback Losses - 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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Non-Monetary Occurrence

A violation that occurs where applicable policies and procedures are not followed and does not result in a monetary loss to the bank will be reviewed and documented accordingly. An example of a policy violation/non-monetary occurrence includes buy/sell transaction between two drawers.

The Human Resources Consultant and the associate's manager determine the appropriate disciplinary action based on the severity of the circumstances of each situation.

Disciplinary Action may include one or more of the following:

• Performance development memo
• Reminder memo
• Decision memo
• Separation

The Associate's Manager is responsible for issuing the applicable disciplinary memo, which must be signed by the associate and the manager. All original memos are scanned to Human Resources for retention.

Note: At management's discretion, one or more non-monetary occurrence within 90 days could result in the associate receiving a Decision Memo.

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Re-employment Eligibility

An Associate who accepted an transfer within the company due to violation of performance standards may reapply for a teller or crossed-trained position after twelve months from the date of action. The associate must be in good standing in their current position.

If eligible for rehire, an associate who was separated from employment due to violation of performance standards may reapply with the company for a teller or cross-trained position after twelve months from the date of action. The applicant is subject to all pre-employment screening.

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