Cash Control Troubleshooting

Question: When attempting to complete a cash movement using the Cash Movement tab or Cash Send Only tab, and the cash being moved is combined in the Non-Denominational Amount field, the error response is: Cash Shipment Exceeds Inventory. What should I do?

Answer: Check the Inquiry on Specific Location tab for the sending location. If 0.00 appears in the Non-Denominational Amount field for the sending location, you must break down the cash shipment in the appropriate currency and coin fields on the Cash Movement tab or Cash Send Only tab. Or, access the Physical Cash Count tab and update the Non-Denominational Amount field to accommodate the cash shipment amount.

 

Question: When attempting to complete a cash movement transaction using the Cash Movement tab or Cash Send Only tab, and the cash being moved is broken down into specific bundles, rolls and units, the error response is: Cash Shipment Exceeds Inventory. What should I do?

Answer: Check the Inquiry on Specific Location tab for the sending location. If 0.00 appears in the Currency Total and Coin Total fields for the sending location, you can combine the cash shipment in the Non-Denominational Amount field on the Cash Movement tab or Cash Send Only tab. Or, access the Physical Cash Count tab and update the bundles, rolls and units to accommodate the total cash shipment amount.

 

Question: When I try to log into Portico, I receive a transactions suspended message. What should I do?

Answer: A product code was probably deleted on the Product Code Information window before it was deleted from the Transaction Definition window. Check the Suspended Transactions window for the list of transactions. Then, look at the compound transaction for the problem area as it will be highlighted. Re-add the product code and re-link it, if necessary. Teller Administration has required product codes that should not be deleted. Please refer to the list of required product codes. You should always delete the code from all compound transactions and screen categories then delete the code on the Product Code Information window. Be aware of categories for transactions, that are wild cards (**, *0,*1, etc.).

 

Question: When I try to open my teller, I receive the message “Teller drawer not assigned.” What should I do?

Answer: Teller Administration requires that all teller IDs have drawers assigned, even if the teller is not a cash teller. Assign a drawer to the teller. To assign a drawer to a teller, the teller must be closed and you must be in the branch where the teller resides. See Assigning the Teller Drawer. If a location must be created for the teller, see Setting Up a Cash or Form Location.

 

Question: When is the best time to assign drawers to teller IDs?

Answer: You should assign drawers before tellers have opened for the day and/or after they have balanced and closed for the evening. The admin must be logged into the branch where the tellers reside in order to assign the location/drawer the to the teller IDs.

 

Question: Two tellers have the same drawer ID. How did this happen?

Answer: The drawer was not unassigned from the first teller before it was assigned to the second. Make sure the admin is in the correct branch. Unlink both tellers by entering [**] in the New Teller ID field by BOTH tellers. Then, click Update Assignments and click Save. Assign the correct drawer to the correct teller. You must do this before any cash moves or transactions take place. If the tellers have performed transactions, depending on how many transactions have been processed, reverse them all. Balance and close the tellers. Correct the drawer assignments. Re-open the tellers with the correct drawer assignment. Re-enter the transactions for the respective tellers. If both tellers have entered all transactions correctly, they should be in balance. If there are too many transactions to reverse, each teller should count their drawer. The out-of-balance adjustment should net to zero when the tellers close and the adjustments go to the Over/Short GL. The move from the Over/Short GL to the respective drawers will rectify the locations. Any discrepancies should be researched.

 

Question: I cannot open my teller because I have negative denominations. What should I do?

Answer: Make note of the negative denomination amount. Using the Movements – Send Cash Only tab, move the negative amount to Cash Over/Short. After the teller is open, reverse the cash move. When the teller balances and closes, the correct denominations should be entered.

 

Question: Cash was moved into my drawer before I opened and now I receive the message, “Activity Since Last Close, Please Enter Denominations.” What should I do?

Answer: Enter the current cash denominations on the Open tab. Do not click the Clear Totals button. The credit union must have the Verify Cash check box selected on the Credit Union Profile - Teller tab.

 

Question: I clicked the Clear Totals button and now I have no cash in my drawer. What should I do?

Answer: If you have not closed your drawer, you just need to enter the denominations on the Open tab. If you have closed your teller drawer, the drawer total has been moved to Over/Short. Correcting this will require a move between the drawer and the Over/Short GL. The admin can monitor the correction process by looking at the GL History - Current Day window, then entering the over/short general ledger account (usually 330-000, but can be by branch.)

 

Question: I am running morning reports and teller(s) are open from yesterday. What should I do?

Answer: Close the teller or force-close the teller drawer. If the cash goes to Over/Short, the teller should close out-of-balance for the day to offset the prior close Cash Over/Short and for research purposes.

 

Question: I had a check remaining from yesterday that was not cut, but I closed the drawer anyway. Now, my teller open is out of balance. What should I do?

Answer: Check the 739-200 ledger. Is the check ledger out of balance as well? Does the check ledger match the amount on the check copies? Is the member in balance? Since the check was not cut yesterday, it should be cut today. See Miscellaneous Teller Disbursals tab or Check Disbursal window.

 

Question: My teller closed to the Over/Short last night. How do I balance the drawer when I open?

Answer: You have two options: (1) Open the drawer then complete a cash movement from the Over/Short GL to the drawer, or (2) Complete a cash movement before you open the teller, then re-enter the denominations after opening.

 

Question: My teller has a pending amount and cannot close. What should I do?

Answer: Check for in-transit cash moves. Also, the credit union may use both send and receive cash movements. To correct this, go to Completing a Physical Cash Count. You must enter the cash and coin denominations.

 

Question: Two tellers have been working on the same drawer. How do I correct this?

Answer: Depending on how many transactions have been processed, reverse them all. Balance and close the tellers. Correct the drawer assignments. Re-open the tellers with the correct drawer assignment. Re-enter the transactions for the respective tellers. If both tellers have entered all transactions correctly, they should be in balance. If there are too many transactions to reverse, each teller should count their drawer. The out-of-balance adjustment should net to zero when the tellers close and the adjustments go to Over/Short. The move from Over/Short to the respective drawers will rectify the locations. Any discrepancies should be researched.

 

Question: My teller cannot close because there is a pending check. What should I do?

Answer: On the top menu bar, click Activity, then click Check Writer. When opening the Check Writer dialog box, complete the outstanding check. Then, deposit it to the account or general ledger. Or, click the Delete Check button on the Check Writer dialog box which will remove the check from the check print queue. You can then reverse the transaction.

 

Question: My teller took in cash for a check and is now out of balance. What should I do?

Answer: Look at the Teller Journal for details on the transaction. If the cash and check totals are out of balance for the same amount, use the Teller Adjust Cash feature on the Balancing and Close tab. Or, you can reverse the transaction and re-enter it correctly.

 

Question: One teller reversed another teller’s transaction and is now out of balance. What should I do?

Answer: The reversing teller should complete the reversed transaction so the original teller can reverse it if necessary. If the original teller is not available, reverse the transaction using the Financial Transaction - Adjustments tab using general ledger accounts not product codes.

 

Question: One teller moved cash into another teller’s drawer and the second teller is now out of balance. What should I do?

Answer: Did the second teller really receive the funds? If not, get the funds or reverse the move. If yes, the second teller should recount the drawer to bring in the moved funds. Verify cash moves on the Cash Control Trial Balance tab.

 

Question: The teller that printed the daily checks (dividend by check) is not the teller that verified them and is now out of balance. What should I do?

Answer: The teller who completed the Withdrawal by Check window will not be able to close until the check-verification has been completed. If another teller completes the verification, the original teller will not be able to close until he clicks Verify Checks on the Withdrawal by Check window.

 

Question: The teller processed an on-us check and now the on-us amount is “hung up” somewhere and teller cannot close. What should I do?

Answer: Review the transaction to identify which member has the “held” amount. In order to complete the correction, the transaction for the held amount must be completed. On-us check transactions must be reversed from BOTH accounts, the one presenting the check and the account from which the check was drawn. Re-enter the transaction using the correct method.

 

Question: The teller closed to the Over/Short GL. To correct the issue, a general ledger move was made. The teller is still out of balance, why?

Answer: General ledger moves do not affect cash control elements. Depending on the reason for the outage, a cash move should be made between the Over/Short GL and the teller drawer - usually from Over/Short GL to the teller drawer.

 

Question: The teller had to leave suddenly. How do I balance and close their teller drawer?

Answer: An admin will normally complete this function. Go to the Balancing and Close tab, enter the teller ID and click the Get Totals button. Hopefully, the drawer is in balance. Print the reports if necessary, then click the Close Teller button. If the drawer is not in balance, the admin may decide to close to the Over/Short location, then research the over/short the next day.

 

Question: Tellers were left open over end-of-month. What should I do?

Answer: The Trial Balance Report 410 will not match the Statement of Condition Report 290 for shares, loans, and certificates. The teller cash GLs 739-200 and 739-100 may be out of balance. Some tellers may have had to close out of balance throwing amounts into the Over/Short GL. DO NOT make any JV moves in an effort to correct month-end balances. It is a much better idea to notate what happened and understand that the two months balances will offset each other. There are at minimum three compound transactions that take place behind the scenes when a teller closes. The transactions affect many GLs including those for share, loan, and certificate balances. Making JV entries to try to adjust those balances may cause far worse consequences than closing 2 months out of balance and letting them offset each other.