Looking for some ideas to update action taken if procedures are not followed. Specifically, I’m looking at the way we do “deposit review” a process where high (<$25k) dollar checks are looked at and we try to verify availability of funds, etc. If a teller follows procedures should they have any accountability if the item is returned? If procedures are not followed should disciplinary action be done in steps (e.g. 1st return item – verbal warning and retraining, etc). Any thoughts? Any innovative ways of handling?

For the same offense:

1st - verbal reprimand
2nd - written and put in file
3rd - written and disciplinary action
4th - possible termination

If a teller follows procedures should they have any accountability if the item is returned?

Not a terrific answer, but it's going to depend - was there anything obvious about the check that they should have caught - stale date, no routing number, etc - Following one procedure should not absolve an employees from following other procedures. Hopefully you have a training or procedure manual that goes over ALL of the conditions that should be reviewed when accepting items for negotiating - if ANY of those conditions are not met resulting in the item being returned, then of course - some accountability should be required.

Further, I have always recommended that managers walk the teller line - reivew transactions in work bins - if there's time - ask the teller some questions about a transaction - see if it meets your FI's procedures/requirements. Let them know that you're there to help, to coach ... and the more subtle hint is that you're watching.

Thanks