Remote assist is a feature that allows an override request to be sent to an associate that has override authority. The associate reviews the request and makes a decision to either approve or reject the transaction.
Note: When possible, seek overrides from an associates within your own office. Obtaining an override DOES NOT absolve the processing teller from following all procedures required for the type of transaction they are processing.
When to Use
Use Remote Assist office-to-office on occasions when there is no associate with override authority in the office due to:
- Unexpected absences
- Lunch breaks
- Doctor appointments
- Meetings
Remote Assist Should Not be Used:
- To knowingly allow or schedule all associates in an office with override authority to be gone at the same time
- Casually or frequently
Best Practice and Guide
The process should be efficient and timely for both the client and associates. When it is evident that there may be a need for your office to request an override from another office, a Lead Teller (LT) is your first line of contact.
- Be proactive and contact the LT/office that you are seeking an assistance from.
- Ask if they are available throughout the day. If they are unavailable, choose another LT/associate/office.
- When you need an override, call the overriding associate to let them know a request is coming.
- Be prepared to scan the front and back of the item for the overriding associate.
Override Scenario Example
A teller is at an office that is short staffed. They have made arrangements with the LT, CXM or an associate with override authority from another office to assist with any override needs that may arise that day.
The associate has a Vertex Level 1 with a check cashing limit of $2,000. A client is presenting a $2,500 check for cash. The teller has chosen Speed Key G and input the required information based on the type of transaction and verified the funds are available in the client's account. Because their cashing limit is $2,000, an override is required before the transaction can be completed. 
How Send an Override Request
To send an override request, do the following:
- Click the Remote box.
- Best practice: call the associate that you are requesting an override from so they know an override request requires their attention.
- Locate the associates name from the Available Users List.
- Click the associate's name to highlight.
- Click Use Selected User.
- On the Request Override Approval screen, enter the following:
- Phone number of associate making the override request
- Explanation - Enter Override and any pertinent transaction information the approver may need. (For example: if this is a client or non-client)
- When an override is approved, the following message appears within the transaction:
- Click OK to complete the transaction.