Checklist template

Teller line operations for bank branches

A ready-to-use checklist with 113 items in 6 sections, covering Greeting, Transaction accuracy, Identification, Referrals, Queue, Station organization. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 113 Items
  • 97 Yes / No checks
  • 6 Scored ratings
  • 127 Points

Use this template How audits work

1. Greeting 16 items

  1. Teller transactions observed during the visit Number
  2. Each teller observed acknowledged the next customer with eye contact or a word before the customer reached the window Yes / No 1 pt
  3. Each teller observed asked how they could help instead of waiting for the customer to speak first Yes / No 1 pt
  4. The teller's name plate or badge can be read from the customer side of the window Yes / No 1 pt
  5. Each teller observed used the customer's name after reading it from the card, the check or the account screen Yes / No 1 pt
  6. Tellers ended conversations with coworkers before the customer arrived at the window Yes / No 1 pt
  7. A teller who was counting or balancing when a customer arrived told the customer how long it would take Yes / No 1 pt
  8. No teller handled a personal phone at the window during the visit Yes / No 1 pt
  9. Each teller observed repeated the request back to the customer (amount and account) before processing it Yes / No 1 pt
  10. Each teller observed asked whether the customer needed anything else before ending the transaction Yes / No 1 pt
  11. Each teller observed thanked the customer at the end of the transaction Yes / No 1 pt
  12. A teller waiting on the system or a supervisor told the customer the reason for the delay Yes / No 1 pt
  13. The drive-up teller answered the lane speaker within the time set by the service standard Yes / No 1 pt
  14. In a test from the drive-up lane, the teller's voice was clear enough that nothing had to be repeated Yes / No 1 pt
  15. A "next window" or closed sign is displayed at each unstaffed window Yes / No 1 pt
  16. Welcome given at the teller window in the transactions observed Rating
    • Prompt, friendly and by name every time 5 pts
    • Polite but mechanical, name rarely used 3 pts
    • Customers left waiting unacknowledged 1 pt

2. Transaction accuracy 20 items

  1. Tellers counted cash received in view of the customer before placing it in the drawer Yes / No 1 pt
  2. Cash paid out was counted once to the teller and a second time aloud to the customer Yes / No 1 pt
  3. Withdrawals above the amount set by company policy are counted by machine or verified by a second employee Yes / No 1 pt
  4. Tellers compared the total on the deposit slip with the cash and checks handed over before posting Yes / No 1 pt
  5. Each check accepted was examined for date, payee and agreement between the written and numeric amounts Yes / No 1 pt
  6. Tellers checked the endorsement on each check deposited or cashed Yes / No 1 pt
  7. Tellers confirmed the account with the customer, by its last four digits or its nickname, before posting Yes / No 1 pt
  8. Every transaction observed was posted in the teller system before the customer left the window Yes / No 1 pt
  9. No unposted tickets or held-over items were found at the stations inspected Yes / No 1 pt
  10. A customer whose check deposit was placed on hold was told the release date at the window Yes / No 1 pt
  11. The customer placed on hold received the printed or electronic hold notice Yes / No 1 pt
  12. A receipt was offered for every transaction observed Yes / No 1 pt
  13. Tellers observed checked the security features of large-denomination notes received before placing them in the drawer Yes / No 1 pt
  14. A fee charged on the transaction (check cashing, money order, non-customer) was stated to the customer before the transaction was processed Yes / No 1 pt
  15. A loan or card payment taken at the window was posted to the account number on the payment coupon or statement Yes / No 1 pt
  16. A deposit with cash back shows the cash-back amount on the customer's receipt Yes / No 1 pt
  17. A check drawn on a foreign or out-of-area bank was sent for collection per the procedure instead of being cashed on the spot Yes / No 1 pt
  18. An error found while the customer was at the window was corrected on the spot and a new receipt given Yes / No 1 pt
  19. Tellers handed back the customer's cash, card and identification together before turning to the next customer Yes / No 1 pt
  20. Accuracy of handling in the transactions observed Rating
    • Counted, verified and posted correctly every time 5 pts
    • Correct result but verification steps skipped 3 pts
    • Errors or reversals during the observation 1 pt

3. Identification 19 items

  1. Tellers identified each customer before a withdrawal, by card and PIN or by government photo identification Yes / No 1 pt
  2. Tellers compared the photo on the identification with the person at the window Yes / No 1 pt
  3. Tellers checked that the identification presented had not expired Yes / No 1 pt
  4. The signature on a withdrawal or cashed check was compared with the signature on file Yes / No 1 pt
  5. The type and number of the identification are recorded on the transaction when company policy requires it Yes / No 1 pt
  6. A non-customer cashing a check drawn on the bank is identified with the documents required by company policy Yes / No 1 pt
  7. Identification is not skipped for a familiar customer unless the known-customer rule of company policy is applied and recorded Yes / No 1 pt
  8. A person transacting for the account holder is confirmed as an authorized signer or a power of attorney on file Yes / No 1 pt
  9. For a business account, the teller confirmed that the person is listed as a signer before a withdrawal Yes / No 1 pt
  10. No balance or account detail was disclosed before the customer was identified Yes / No 1 pt
  11. A balance is written down or shown on the receipt rather than said aloud Yes / No 1 pt
  12. A caller asking the teller line for account information is authenticated with the verification questions before any answer Yes / No 1 pt
  13. For a large cash transaction, tellers collect the information needed for cash reporting at the time of the transaction, as required by regulation Yes / No 1 pt
  14. Two tellers asked could state when a cash transaction must be reported Yes / No 1 pt
  15. Two tellers asked could explain what to do when a customer appears to split cash transactions to stay under the reporting level Yes / No 1 pt
  16. Cash purchases of money orders or bank drafts are recorded with the buyer's identification as required by regulation Yes / No 1 pt
  17. Drive-up customers send their identification through the carrier for a withdrawal, as they would show it inside Yes / No 1 pt
  18. No identification document or customer card was found left at a teller station Yes / No 1 pt
  19. Identification practice at the teller window Rating
    • Verified every time as policy requires 5 pts
    • Verified most times, relaxed for familiar faces 3 pts
    • Withdrawals or disclosures without verification 1 pt

4. Referrals 17 items

  1. Each teller asked could state their referral goal for the period Yes / No 1 pt
  2. Referrals are recorded in the customer system or the referral log on the day they are made Yes / No 1 pt
  3. Referrals recorded by tellers last week Number
  4. Teller referrals last week that led to an appointment or a sale Number
  5. Tellers read the customer prompt or offer shown on the teller screen during the transaction Yes / No 1 pt
  6. At least one teller observed mentioned a service tied to what the transaction showed (a large idle balance, no online access, frequent transfers) Yes / No 1 pt
  7. When a banker was free, the teller walked the customer over and introduced them by name Yes / No 1 pt
  8. When no banker was free, the teller booked an appointment or recorded a callback number Yes / No 1 pt
  9. Tellers suggested mobile deposit or the automated teller machine to customers with routine transactions Yes / No 1 pt
  10. Two tellers asked could name the product featured in the current campaign Yes / No 1 pt
  11. Two tellers asked could explain how a customer enrolls in mobile banking Yes / No 1 pt
  12. Tellers refer questions on investments or loan rates to a licensed or designated banker instead of answering themselves Yes / No 1 pt
  13. Business customers with frequent cash deposits are referred to a business banker Yes / No 1 pt
  14. Referral results by teller are reviewed in the weekly team meeting Yes / No 1 pt
  15. Each teller has a documented window observation with coaching notes within the period set by company policy Yes / No 1 pt
  16. Date of the last documented window observation of a teller Date
  17. Referral activity on the teller line Rating
    • Needs spotted and customers introduced to a banker 5 pts
    • Referrals offered only when the customer asks 3 pts
    • No referral activity seen or recorded 1 pt

5. Queue 18 items

  1. Customers waiting in the teller line on arrival Number
  2. Teller windows staffed on arrival Number
  3. Longest wait observed in the teller line (minutes) Number
  4. The longest wait observed is within the standard set by company policy Yes / No 1 pt
  5. A single line, marked by stanchions or floor markers, feeds all open windows Yes / No 1 pt
  6. The head of the line is marked far enough back that a waiting customer cannot hear the window Yes / No 1 pt
  7. The teller schedule adds a window at the branch's known peaks (lunch hours, paydays, the first days of the month) Yes / No 1 pt
  8. Teller breaks and lunches are staggered outside peak hours Yes / No 1 pt
  9. A cross-trained banker or supervisor opens a window when the line passes the number of customers set by company policy Yes / No 1 pt
  10. Merchants with large deposits are served at a designated window or by a bag-drop procedure Yes / No 1 pt
  11. A customer who cannot stand in line is offered a seat and served in turn Yes / No 1 pt
  12. Lengthy requests (research, large coin orders, account maintenance) are moved to a side desk or a supervisor Yes / No 1 pt
  13. The queue display or call-forward system shows the correct window Yes / No 1 pt
  14. Vehicles waiting in the drive-up lanes on arrival Number
  15. Lane lights at the drive-up show open and closed lanes correctly Yes / No 1 pt
  16. Vehicles at the drive-up are served in order of arrival across the lanes Yes / No 1 pt
  17. No teller left a lobby customer waiting at the window to serve the drive-up, or the reverse Yes / No 1 pt
  18. Handling of the teller line during the visit Rating
    • Line kept short, windows added when needed 5 pts
    • Line grew before anyone reacted 3 pts
    • Long line with closed windows and no reaction 1 pt

6. Station organization 23 items

  1. Each station inspected is stocked with deposit slips, withdrawal slips and receipt paper Yes / No 1 pt
  2. Each station has currency straps and coin wrappers for the denominations it handles Yes / No 1 pt
  3. Cash in each drawer is arranged by denomination in the layout set by company policy Yes / No 1 pt
  4. Cash is kept below the counter, out of a customer's reach Yes / No 1 pt
  5. The coin dispenser at each station, where fitted, dispenses the amount keyed Yes / No 1 pt
  6. Tellers locked or signed off the workstation each time they stepped away Yes / No 1 pt
  7. Each teller is signed on to the teller system with their own user name Yes / No 1 pt
  8. No password is written down at a teller station Yes / No 1 pt
  9. No customer check, slip or receipt is left on the counter within view or reach of the next customer Yes / No 1 pt
  10. Processed items are filed in the station's work bin, not loose on the counter Yes / No 1 pt
  11. Paper with customer information goes into the locked shred console, not the wastebasket Yes / No 1 pt
  12. Teller stamps are locked away when the station is unattended Yes / No 1 pt
  13. Bags, personal phones, food and drinks are kept out of the teller stations Yes / No 1 pt
  14. The customer side of each window has a working pen Yes / No 1 pt
  15. The PIN pad at each window can be reached by a seated customer Yes / No 1 pt
  16. The currency counter or cash recycler at the station runs a test batch without a jam Yes / No 1 pt
  17. The check scanner at each station produces a readable image Yes / No 1 pt
  18. The receipt or validation printer at each station prints legibly Yes / No 1 pt
  19. The current funds availability and fee reference sheets are at each station Yes / No 1 pt
  20. The date stamp at each station shows today's date Yes / No 1 pt
  21. Name of the teller supervisor on duty Short text
  22. Overall rating of the teller line Rating
    • Meets the standard 5 pts
    • Minor gaps 3 pts
    • Major gaps 1 pt
  23. Comments and corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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