What Happens when a Bank Teller Comes Up Short?

Different banks have similar yet unique procedures when a bank teller comes up short. Without disclosing a specific bank's procedure of handling a teller short, I will give a detailed yet generalized step-by-step list of what happens when a bank teller's coin and drawer cash does not match what the system says the teller should have.

#1. Teller counts cash and coin and notices shortages- Loose cash in the teller's drawer is usually hand counted, and all strapped money that has already been verified is assumed to still be the correct amount when entered in the computer. Tellers have either a coin tray with spots for each denomination that keeps track of the amount of each coin, or separate spots in a drawer where the coins are still dumped out and then counted by hand. The teller system that the bank uses keeps track of all transactions (except for some teller currency exchanges, I give you a roll of quarters for $10, etc.) and then has the amount you will have in your drawer that the teller must have at the end of their shift. When the amounts do not match, further work is required.

#2. Look in Detail for Obvious Mistakes- When imputing totals into the computer, mistakes happen often. Many times a quick look at the numbers entered will reveal the mistake made. An extra zero, or mistaking a strap of fives for ones, or something similar is very common. If this procedure still does not end in a balanced drawer, step three follows.

#3. Teller Recount and Verification- Many tellers may skip this step to go directly to step #4, but experienced tellers who balance on nearly every occasion will likely proceed to recount and verify their strapped money. This step includes recounting all loose cash and running all strapped cash through a counting machine. Recounting coin also occurs.

#4. Teller Supervisor Count, if Amount of Short is Over Limit- If after the first three steps the teller is still off, the next step usually depends on the amount of the funds that the drawer is off. All of the banks I have worked at have different limits, but for the most part a teller can be off from $5-20 dollars and is able to write off the amount without any teller supervisor or manager getting involved. If the amount if over the $5-20 limit, a teller supervisor or manager will clear all of the numbers out of the computer and (usually) perform a hand count. When the amount is over $5-20, and is still off after a supervisor count, we proceed to step #5.

#5. Transaction Search- If the drawer is still off after all of the previous steps, it is time to check the teller transactions to search for a deposit or withdrawal that meets the amount of the outage. This can sometimes be done through a quick look in a transaction log within the bank's program for tellers. If a transaction is found that matches, it will be reversed and re-ran for the correct amount and the drawer will re-adjust to balance.

#6. Write-off and/or Supervisor Override- If an amount is under $20, a write-off will happen usually after step #3. If the amount is over $100, a supervisor override is almost always required. After this occurs the teller may be subject to further questions if the bank expects foul play. In most cases no inquiry will be made unless the amount is significant or it happens often.

Even after a supervisor override occurs, the banks process of finding how an outage occurred is not complete. Banks use either a processing facility or electronically image work, both of which instantly reveal mistakes in a teller's work and why they were short. At this time the bank account or accounts that were mis-credited will be corrected. Very few large shortages go unsolved, and unless a teller is constantly out, they are not subject to discipline.