Teller Transaction Guidelines

Client Transactions

Clients may provide a prefilled deposit ticket. If the client does not provide a prefilled deposit ticket, the teller can do a virtual deposit by inputting the account number and amount during the transaction. If the transaction has cash back (deposit with less cash, cash check, checking/savings withdrawals) a ticket must be completed and signed by the client. The bank is held liable if a client chooses to dispute a transaction form they did not complete or a change/alteration on a form they did not initial. 
 
Any changes to client documents must be initialed by the client, except in a case where the client cannot do it for themselves. In those cases, two associates must verify the transaction and both associates must initial the revised document. 


Transactions Conducted by Associates on Behalf of the Client

EXTREME CAUTION must be used when requested by another associate to conduct a transaction on behalf of a client. (for example: initial deposit for a new account, loan deposit, cashing a check, issuing an official check).

Clients should perform their own transaction.

Under no circumstances should any check, withdrawal or cash back be conducted by an associate if the client is NOT physically present in person.

ALL transactions involving cash back must include the client's signature and all Identification (ID) requirements followed.

Failure to follow these procedures may result in disciplinary action, up to and including separation.

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Check Verification 

When presented with a check drawn on a Capital City Bank (CCB) account (consumer or business) for cashing or deposit by a client or non-client, review the item for Red Flags that may indicate possible fraud. Click here for transaction check types.

Review the following for discrepancies:

Cashed Check(s) 

  • Signature 
    • For checks $500 or more you must review the signature card for discrepancies.
  • Font type
    • Payee name
    • Legal line
    • Amount
    • Memo line
  • Alteration to the numerical amount on the check
  • Alteration to the legal line
  • Payee is out of the geographical area from the payer


Deposited Check(s)

  • All items listed above for Cashed Check(s).
  • Large check(s)
    • Review client history to determine if the amount of the item is normal for the client.
    • If out of the norm, ask the client the purpose of the check to determine if the funds may be fraudulent.
      • Does the client know the maker?
      • Did the client purchase something online?
      • Did the client receive the item in the mail unsolicited?

Note: If ANY red flags are identified, the client must be contacted for verification of the item. Refer to the Red Flags tab for additional guidance.

Red Flags

When presented with a check drawn on a CCB account (consumer or business), the item must be reviewed for red flags that might be an indication of possible fraud.

Note: If ANY red flags are identified, the client must be contacted for verification of the item. 


Red Flags - Spotting Fraudulent Checks

If any of the indicators listed below are present, the client is to be contacted to verify the validity of the check being presented. The account contact phone number on the account CIF is to be used, not the telephone number on the face of the check. Refer to the Item Verification accordion below.

  • Signature 
    • Look for differences in the signature on the check being presented compared to the signature card and previous checks drawn on the account. 
      • Note: For checks $500 or more, you MUST review the signature card.
    • Review recent checks, those written a month ago and farther back.
    • Look at the spelling, word slant, letter formation, letter spacing, stopping and starting points, use of middle initial/middle name, and a suffix (Sr., Jr., Dr.).
  • Check Font Type 
    • Compare the font type used for the payee, legal line, memo line, check amount. 
    • Any differences in the font types is an indication of a fraudulent check and is to be verified with the client.
  • Check Number Sequence 
    • Compare the check number on the check being presented to previous checks. 
    • Is the check being presented within a sequence of valid checks drawn on the account?
  • Check Stock 
    • Look for differences in style and print including content and placement, font, symbols, icons, other images and perforations - do images of previous checks drawn on the account show perforation marks?
  • Bank Name 
    • Check the bank name. Is the name spelt correctly or are there differences in font and spelling?
  • Company Name or Address 
    • Confirm that name, address and phone number are the same as compared to valid checks drawn on the account.
  • Is the routing transit number at the bottom left of the check a valid nine digit routing number?
  • Does the magnetic ink and/or other printing look shiny instead of dull?
  • Is the signature line broken instead of being a solid line?
  • Does the check contain spelling errors?
  • Is the printed information blurred or smudged?
  • Does the check smell bad or funny or does it have the aroma of fingernail polish remover or other chemical solvents?
  • Does the handwritten information look traced and/or written over with a felt pen.
  • Are there obvious erasures or disturbances of paper files?
  • Are there different paper or ink colors within a field such as the courtesy dollar amount field?
  • Is the use of liquid paper (white out) present in the endorsement area?
  • Is the check dated?
  • Does the payee (the person the check is written to) live geographically in the same area as the payer? Is the check being cashed near where the payer lives?


IMPORTANT: If any of these indicators are present, the client is to be contacted to verify the validity of the check being presented. The account contact phone number on Silverlake should be used, not the telephone number on the face of the check. Refer to Item Verification section below.

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Check Cautions

When accepting checks presented for a transaction (for example: cash, deposit, payment), do the following:

  1. Examine checks carefully for signs of alteration to the amount, date or payee.
  2. Check endorsements carefully. 
    • Note: For checks $500 or more, review the signature card for discrepancies.
    • When in doubt, have the individual re-endorse the check at the teller window.
  3. Do not cash checks with typed or rubber-stamped endorsements. 
    • Have the individual endorse the check at the teller window.
  4. Verify the written legal amount matches the numeric amount. 
    • If they do not match, refer to your supervisor. If the check is taken, the written amount is accepted as the check amount.
  5. Do not accept checks written in pencil.
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Item Verification - Red Flag(s) Present

To verify an item presented with red flags, do the following:

  1. Obtain the client's phone number from their account information located in Silverlake. DO NOT use the telephone number listed on the check; it may be a fraudulent number.
  2. Ask to speak with the client that signed the check.
  3. Request the Inquiry Identification Code and/or three of the identifiers listed below from the client:
    • Social Security Number or Employer Identification Number (EIN) Number
    • Account number
    • Date of birth
    • Date of last deposit
    • Amounts of last deposit
    • Recent debit card activity
  4. If client is unable to verify any of the above, contact Transactional Risk & Fraud or speak with your Lead Teller (LT), Client Experience Manager (CXM/CXMII), or Regional Experience Supervisor (RXM) for further direction.
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Processing Cash

Cash received or cash paid out in all transactions is counted in the teller operating system transaction Cash Count screen. Enter the denominations in the applicable field within the cash count screen.

Click on the accordions below for more details on processing cash:

Verifying Cash Received


If you are using a virtual deposit slip or payment ticket, verify the cash amount with the client after counting and entering cash totals in the Cash Count screen and prior to placing the cash in the teller drawer.

On a prefilled deposit slip or payment ticket, the cash amount must be listed on the transaction form.

  • When the written amount is correct and verifies to the counted cash:
    • Circle the cash amount on the transaction form (for example: deposit slip, payment ticket).


  • If counted cash is incorrect:
    • When the client is present and the cash is incorrect, then transaction form may be changed with the client initialing the transaction form. Do not process an altered transaction form without the clients initial.

    • When the client is not present and the cash is incorrect, two associates must verify the cash and initial the transaction form (first initial/ full last name).

    • Do not place cash in your drawer until the total has been verified
       

Note: If the transaction form (for example: deposit slip, loan payment coupon) has cash listed in the cash field, but no cash was received, the client should complete a new transaction form. Checks should not be listed in the cash field.


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Counting Paid Out Currency and Coin


To assure accuracy, do the following:

  1. Count cash from the teller drawer.
  2. Count and enter cash totals in the Cash Count cash out screen.
  3. Count cash to the recipient.


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Cash Back on Deposit When the Account Owner is NOT Making the Deposit

As a general rule, we only allow cash back on deposits to the account owner. Exceptions may be granted with LT, CXM/CXMII or Officer of the bank's approval. The approving associate's initials are required on the deposit slip. If approved:

  • The deposit must be made on a pre-printed deposit ticket.
  • The owner's signature must be on the cash back acknowledgement line.
  • The signature must be verified by:
    • Calling the client or
    • Viewing the signature card
  • The person receiving the cash must also sign the deposit slip and their ID must be recorded in the Instrument field of the transaction.
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$500 or More - Cash Checks, Withdrawals and Less Cash on Deposits

The account owner's (maker's) signature must be verified for any on-us item in which cash is paid out in the amount of $500 or more.

  • The account owner's (maker's) signature must be verified for any on-us item (cashed check, withdrawal ticket or less cash on deposit) in which cash is paid out in the amount of $500 or more. In the system there is an automatic override prompt in the transaction when signature verification is required.


  • If the maker (account owner) of a check presented for cashing is not present and you are unable to verify the signature, call the maker to verify the payee and the amount of the check.
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Teller Bins

Once transactions are processed, place the scanned and completed work face down in the top bin.

Work that has been processed as a Suspended Transaction and is Pending must be placed in your bottom bin. Once processed, place face down in the top bin.

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