Custodian at Fidelity Services Group

Main purpose of the job

• To be responsible for the safe custodianship of cash to and from the ATM also from the respective cash centre, as well as the safe custodianship of deposits and retained cards made back to the cash centre. The ATM custodian is entirely responsible for the cash he manages and will take sole responsibility for the CASH. To replenish cash and stationary in the ATM, thereby contributing to high ATM availability.

Key responsibilities

Collection of cash from counting house as per instruction

• The ATM Custodian will receive his cash pre-packed from the counting house for the run.
• The ATM custodian or a senior will choose any three bags from 10 of the pre-packed bags for the run, he will then run the selected bags cash through the batcher or note counter.
• If the cash for the three bags is 100% correct reseal the bags and continue with the work/run.
• If there is a discrepancy, all the cash for the entire run must be checked note for note with a batcher or note counter and the difference to be escalated immediately to operations manager.

Dial changing procedure – when applicable

• Change the dial combination same day as take over (if applicable) all stand alone (Drop down ATM’s) needs to be a different dial combination from the rest of the run.
• The dial number needs to be recorded sealed and logged before departing the cash centre
• The operations senior needs to be informed if any dials is changed and the new dial number to be logged
• Each machines dial must be tested three times before closing the door.
• Noncompliance from this will result in disciplinary action against the guilty party or custodian.
• Don’t use a standard code as a combination e.g. 10,20,30,40 / 15,25,35,45 or 50
• Only a trained custodian/senior are allowed to change the dials

Oversee the successful transportation of cash to the respective ATM

• Communication of ATM service priority to the client
• Adhere to security measures applied during conveyance of cash as documented in SOP
• A CPC “cross pavement carrier” must be utilised for the transporting of cash to and from the ATM.
• The CPC limit is not allowed to be exceeded R250 000 (Two hundred and fifty thousand rand)
• Faulty CPC must be reported immediately and stated in the OB book.

Replenishment of cash and stationery in the ATM

• Adhere to prescribed alarm deactivating procedures via cell phone don’t entre a cubicle without de-activating the alarm
• Open one ATM at a time not more than one ATM is to be opened at a time where there is multiple ATM’S on a site
• Place the ATM in supply mode before opening the safe door
• Check the print quality of the customer receipt, and when needed, log a call to fix printer
• Clear the reject bin and remover soiled notes as per hand over procedure
• Load the machine in compliance with the loading instruction indicated by the loading/demand planner sheet given to you to follow
• Check the cash by doing a bundle check before loading the cash into the ATM
• Adjust-up the cash totals after loading the canisters and attach receipt to loading sheet
• Print dispense summary after each dispense test is done and check that the slip corresponds with cassettes in the ATM, sign the slip and attach it to the loading sheet.
• If all the cash doesn’t fit into the ATM the remainder cash must be re sealed and brought back to the respective cash centre.
• No cash or cash bundles may be left on the side or on the ATM safe floors outside the cassettes.
• No cash is allowed to be moved from one ATM to another ATM without an e-mail from the bank to inform the operation manager before moving cash between atms.
• Only full bag are allowed to be moved if the balance needs to be loaded the custodian must return to the cash centre and his cash will be re-bagged for the remainder ATM’S
• Loading sheets must be completed after each atm is loaded if loading sheet is re-written it needs to be kept as proof with the duplicate/copied loading sheet.
• All transactions mentioned above must be recorded in the OB Book.

Remove retained cards and deposit envelopes

• Remove deposits from deposit bin Print and clear deposit counters
• Count and verify the deposits against the deposit counter slip.
• Seal the deposits in a stop loss bag and record the seal number on the relevant loading sheet return deposits with the CPC to the cash vehicle.
• Report any open and empty deposit envelopes
• Remove retained cards from the ATM machines daily and record on the card retained sheets.
• Hand deposits over to the respective bank

Perform overall system check

• Test that the machine is functioning properly
• Perform 1st line technical support (if required)
• Log a call with Controller / auto bank control if fault can’t be resolved.
• Report to Team Leader/ATM co-ordinator.

Servicing of ATMs with Diebold

• Accompany CSE (Diebold) to the respective ATM when required (Remain vigilant when in cubicle with CSE don’t allow him to touch your cash.)
• Don’t leave the Diebold technician unsupervised in the cubicle unless instructed to remove the cash.
• Oversee work carried out on the ATM and sign job card on completion
• Ensure that the Diebold technician issue you with a job card
• By signing the job card you declare that the (Diebold technician) CSE was supervised and didn’t have access to the cash.
• Don’t leave the CSE alone on a site with multiple ATM’s
• Any person not responsible for the loading of any ATM by the custodian must be searched before he can leave the ATM cubicle.
• If the Diebold technician takes longer than 30min inform your senior so that he can escalate the matter

Securing of ATM site

• Secure the machine properly by closing the safe door locking the bottom key, then checking that the door is locked before spinning the dial.
• Lock the cubicle door before returning to the CIT vehicle.
• Report any faulty locks to a senior ASAP Report any faulty alarms

Key performance measures

Cash Management:

• Adherence to replenishment instruction (All changes / deviations to be authorised by relevant ops manager)
• Adherence to prescribed forecasted loadings
• Responsible for the safe returning of all deposits and retained cards to the relevant cash centres.
• Up Time: Availability
• Fulfilment of ATM Servicing procedures
• Timely technical problem identification and logging calls with ACC
• Responsible for accurate and diligent completion of 1st line technical support carried out on ATMs

Responsibility for equipment:

• Responsible for the safe keeping of Keys, Cell phones and Notes counters and CPC, trance track scanner etc.
• ATM keys must be signed in and out on a daily basis from Box Room.

Productivity:

• Efficiently complete tasks on allocated machines in accordance with the required quality standards.
• Load an ATM with speed and accuracy
• A standard time of seven minutes is an appropriate to load an ATM is there isn’t any error.
• Confirm totals with your loading sheets BEFORE you proceed.

Experience:

• ATM operating and maintenance experience
• Teller experience would be an advantage

Interpersonal Competencies:

• Ability to work in a team tactful, approachable, able to interact with ease and work without supervision.
• Enthusiastic, co-operative; adaptive and willing to work hard
• Understands instructions and job requirements clearly
• Communicates effectively with other in the giving and receiving of necessary information. E.g. Diebold, Control room and Cash Centre.
• Stable and consistent temperament, able to operate under pressure
• Assertive – ability to stand by principles, even at risk of reduced popularity.
• Focused and methodical approach to work
• Ability to retain optimism despite set backs
• Self-motivated

Problem Solving:

• Follow standardised routine procedures for control purposes
• Plan and execute regular maintenance on ATM machine
• Resourceful, finding practical ways to efficiently deal with extensive workloads, and remain focused on priority issues
• Should a technical problem occur more than once, log call with the cash centre for maintenance

Ability to accurately follow instruction:

• Work within set policy, procedures. Able to respect authority and take instructions