💰Teller Operations Guide

Overview

This guide covers all daily operations for bank tellers using the RISWIS system. As a teller, you'll handle customer transactions, manage cash, and maintain accurate records while following banking compliance procedures.

🚀 Getting Started

Daily Login Process

  1. Navigate to the RISWIS login page

  2. Enter your username and password

  3. Complete two-factor authentication if prompted

  4. Review your dashboard for pending tasks and alerts

Your Dashboard

After login, you'll see:

  • Cash Balance (USD and LRD)

  • Pending Transactions

  • Daily Transaction Summary

  • System Notifications

  • Quick Action Buttons

💳 Customer Transactions

Deposits

Processing a Deposit

  1. Verify Customer Identity

    • Request ID document

    • Confirm account number

    • Use "Customer Verification" feature if needed

  2. Navigate to Transactions

    • Click "Transactions" in the main menu

    • Select "New Deposit"

  3. Enter Transaction Details

    Account Number: [Customer's account]
Amount: [Deposit amount]
Currency: USD or LRD
Description: [Optional notes]

  4. Confirm Transaction

    • Review all details

    • Click "Process Deposit"

    • Print receipt for customer

Screenshots: [Include relevant screenshots here]

Deposit Best Practices

  • ✅ Always verify customer identity

  • ✅ Count cash twice before confirming

  • ✅ Provide receipt to customer

  • ✅ Update cash drawer balance

Withdrawals

Processing a Withdrawal

  1. Customer Verification (Required)

    • Verify ID document

    • Confirm account ownership

    • Check account balance

  2. Create Withdrawal Transaction

    • Go to Transactions → New Withdrawal

    • Enter customer account number

    • Specify withdrawal amount

    • Select currency (USD/LRD)

  3. Security Checks

    • Verify sufficient balance

    • Check for account holds/restrictions

    • Confirm withdrawal limits

  4. Complete Transaction

    • Process the withdrawal

    • Update cash drawer

    • Provide receipt

Large Withdrawal Procedures

For withdrawals over $5,000 USD or L$800,000 LRD:

  • 🔔 Manager approval required

  • 📋 Additional documentation needed

  • 🕐 May require advance notice

Money Transfers

Domestic Transfers

  1. Sender Verification

    • Verify sender identity

    • Confirm account access

    • Check transfer limits

  2. Transfer Details

    • Recipient account number

    • Transfer amount and currency

    • Purpose of transfer

    • Contact information

  3. Processing

    • Enter transfer information

    • Confirm recipient details

    • Process transfer

    • Provide confirmation receipt

International Transfers

  1. Additional Requirements

    • Passport/ID verification

    • Purpose of transfer documentation

    • Compliance with AML/KYC requirements

    • Exchange rate confirmation

  2. Regulatory Compliance

    • Complete CTR if required

    • File suspicious activity reports

    • Maintain proper documentation

💰 Cash Management

Daily Cash Operations

Opening Cash Drawer

  1. System Login

    • Access RISWIS teller module

    • Navigate to "Cash Management"

  2. Beginning Balance

    • Enter starting USD balance

    • Enter starting LRD balance

    • Verify cash counts physically

    • Submit opening balance

During the Day

  • Track all transactions automatically

  • Monitor cash levels regularly

  • Report discrepancies immediately

  • Follow dual-currency procedures

Closing Cash Drawer

  1. End-of-Day Process

    • Go to "Cash Management → Close Day"

    • Count physical cash (USD and LRD)

    • Enter closing balances

  2. Reconciliation

    • System calculates expected balance

    • Compare with physical count

    • Report any variances

  3. Submit Closing Report

    • Review daily transaction summary

    • Submit to supervisor for approval

    • Secure cash in vault

Cash Discrepancy Procedures

Over/Short Handling

  1. Minor Discrepancies (Under $50 USD / L$8,000 LRD)

    • Record in system

    • Document reason if known

    • Submit for supervisor review

  2. Major Discrepancies (Over $50 USD / L$8,000 LRD)

    • 🚨 Immediate supervisor notification

    • Complete incident report

    • Investigation required

    • May require security review

👤 Customer Account Services

Account Information

  • Balance Inquiries

  • Transaction History

  • Account Status Verification

  • Statement Requests

Account Maintenance

  • Contact Information Updates

  • Address Changes

  • Phone Number Updates

  • Email Address Changes

Note: Major account changes require manager approval

🔒 Security & Compliance

Customer Verification Requirements

  1. Primary ID: Government-issued photo ID

  2. Secondary Verification:

    • Account PIN/Signature

    • Security questions

    • Additional documentation if needed

Suspicious Activity Recognition

Watch for:

  • 🚩 Large cash transactions without clear purpose

  • 🚩 Frequent small deposits (structuring)

  • 🚩 Unusual account activity patterns

  • 🚩 Reluctance to provide identification

  • 🚩 Nervous or evasive behavior

Action: Report immediately to compliance officer

Transaction Limits

Transaction Type
Daily Limit (USD)
Daily Limit (LRD)

Cash Withdrawal

$10,000

L$1,600,000

Internal Transfer

$50,000

L$8,000,000

External Transfer

$25,000

L$4,000,000

Higher limits require manager approval

📱 SMS and Communication

Customer Notifications

  • Transaction confirmations sent automatically

  • Balance alerts for low balances

  • Security alerts for unusual activity

Internal Communication

  • System notifications for important updates

  • Manager messages appear in dashboard

  • Emergency alerts require immediate attention

🆘 Common Issues & Solutions

Transaction Errors

Problem: Transaction won't process Solutions:

  1. Check account status (active/inactive)

  2. Verify sufficient balance

  3. Confirm account holds/restrictions

  4. Contact technical support if needed

System Issues

Problem: RISWIS running slowly Solutions:

  1. Refresh your browser

  2. Clear browser cache

  3. Check internet connection

  4. Contact IT support

Customer Disputes

Problem: Customer disputes transaction Actions:

  1. 📋 Document the complaint

  2. 🔍 Research transaction history

  3. 👨‍💼 Escalate to supervisor

  4. 📝 Follow dispute resolution procedures

📊 Reports & Documentation

Daily Reports

  • Transaction Summary

  • Cash Position Report

  • Exception Reports

  • Customer Service Log

Required Documentation

  • Large cash transaction reports

  • Customer complaint logs

  • Incident reports

  • Training completion records

🚀 Quick Reference

Keyboard Shortcuts

  • Ctrl + T: New Transaction

  • Ctrl + C: Customer Search

  • Ctrl + R: Transaction Report

  • Ctrl + L: Logout

Emergency Contacts

  • Technical Support: Extension 2234

  • Manager: Extension 2201

  • Compliance Officer: Extension 2245

  • Security: Extension 2211

Important Reminders

  • ✅ Always verify customer identity

  • ✅ Follow dual-currency procedures

  • ✅ Report suspicious activities immediately

  • ✅ Maintain accurate cash records

  • ✅ Provide excellent customer service

  • ✅ Keep workstation secure and logged out when away

Questions? Contact your supervisor or refer to the Support & Troubleshooting section.

Last updated: January 2025

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