General Cleartouch Notes/Info

The following information was gleaned from the Cleartouch training session with Melinda Fellenstein on 11/28/23.  See attached documents for some FAQ/error messages that you might encounter in CT and what they mean/how to resolve.

• Login screen: There is NEVER a case where you would want to intentionally log into a previous teller day. The teller day field should always indicate the current date. If you attempt to log into a previous day (this can happen if someone leaves Cleartouch open overnight), you will receive a warning message. While Cleartouch gives you the option to log into a previous teller day, you never want to proceed, even to fix a past transaction or balancing issue. There are separate procedures to follow to correct issues from a previous day.
• Types of Roles
  • Teller - basic functions, inquiries and transactions
  • Platform - Teller, plus the user can open new accounts
  • Retail Supervisor - limited functionality, for Head Tellers and above who can refund fees (like a $30 overdraft fee, or Harland check fee). Branch managers decide who gets this role. Can waive something like one fee/month or up to $100 (there are limits and discussions about this within the branch).
  • ATM - to balance the ATM (separate teller number since it has its own cash)
  • Vault - to balance the traditional cash vault OR Glory (each has its own teller number as each has its own cash)
• If you log in without a teller number, you can NOT perform any transactions, only inquiries.
• Turn on the light blue header at the top of CT - anything in light blue is a hyperlink, another handy way to navigate for customer or account information.
• There is no "wrong way" to navigate in CT - e.g. sidebar for Tasks or the Tasks menu at the top
• Searching for a customer - you can enter either full or partial names to get a list of options
• On Customer Relationship Profile screen, hyperlink: Show All Related Customers, it will show you other customers who are on any joint accounts
• Direct Deposit (Yes/No) - if Yes, current direct deposits are set up. There has been, but might not be active (check deposit history)
• Providing proper printout of transaction history to a customer - We usually do NOT give out the Customer Relationship Profile pages (security risk).  Tellers can, however, copy/paste info into MS Word (only the balance info, no NPPI)
• Customer Due Diligence - last item to look at is the Transaction History.  Print Statement button at the bottom.  Stop ACH Debit (stop an automatic debit from coming out, like a subscription service)
• Statements are retained in Nautilus. Can be retrieved as a courtesy. If they need an entire year of statements, for example, that is a research request - complete a form and handle in the back office.
• Customers and accounts recently accessed stay in the sidebar, as long as you stay logged into CT.  If you completely exit, those get reset.
• General Ledger - these are the bank's accounts.  They should all be pre-defined and greyed out.  Should be hard-coded, not filled out by the teller.
• Teller's first transaction every day is to enter in their beginning cash (ONCE!), otherwise they do not balance.  Yesterday's ending cash becomes today's beginning cash.  (This might become automated in the future.)
• If the teller is out of balance, have to put it to Over & Short GL so you don't leave your drawer out of balance.
• Transaction batches close in a teller's journal every two hours, starting at 8:00 am.  When they close, they go to back end processing.  Faster than ever before!  Also close whenever you exit CT or change roles.
  • Once transactions are gone, they can't be corrected easily.  Everything can be corrected and fixed, but easier to do while they are still sitting as an open batch in the teller journal (to void, etc.)
  • Depending on what it is, what the amount is, etc., different groups would have to get involved (Retail Operations, Accounting, Deposit Operations for ATM, etc.)
• Deposits
  • Always do deposit ticket total first, to verify what the customer gave us matches the total (scan items AFTER ensuring total to confirm it is in balance)
  • Ensure no items in red, otherwise something needs to be adjusted
  • Check #, Routing & Account #s should pre-fill
  • If check does not have a MICR line, we can't accept it.  That is how we get paid.
  • Blue buttons to the left of the check image can help you zoom in to read it better, or to flip the check
  • You can't move forward if the transaction is out of balance.  If you are in balance, click Scan Complete
  • Final transaction page - if customer changes their mind, or wants to get cash back, or add cash, or add a check, you don't have to cancel and start over.  Just click Recall Scan button to take you back to the scan page and make changes.
  • At Count Cash, can give cash from teller drawer.  F10 & F11 keys for Glory cash.
• You don't have to be in the middle of a transaction to use Glory.
• For every transaction, you are utilizing Glory.  Most tellers hardly have any money in their drawer, just bait ($250), mutilated (up to $100), and rolled coin.
• Everyone has a $10,000 limit (cash/check/everything).  Need an override for anything beyond that.  Tellers need a supervisor to override. 
• If Glory is full, you might need to sell cash to the Vault instead to get rid of it (you can't have too much cash in your drawer).  Need to do a cash decrease to get rid of the error message.
• All customers get one free official check per day (no fee).
• Official checks - if a customer gives you cash, three steps.  Four steps if the customer wants it out of their account.
• New Accounts
  • You can pause a session and revisit it later
  • You can go back and review how many new accounts you have opened in a certain time period
  • Have to first go through Genesis review - ask some questions, find out which account best suits them, determine type of account (Individual/Joint/POD/POA/etc.) and get ID verification
  • Do Verafin new account questionnaire from CT home page or intranet and do OFAC for all parties involved to ensure they are not on the OFAC list
  • Search to see if customer profile already exists in CT (use tax ID #)
  • Enter people first, then products
  • Still have to include fields even if they don't have an asterisk
  • Customer's primary address can't be a PO box
  • Each branch has its own statement cutoff date.  Business accounts are at the end of the month.
  • All accounts are opened the exact same way.
  • A customer can change the product type later, e.g. Simple Free Checking to an interest-bearing checking account.  Just a Customer/Account Info Change Form.
  • Review required docs, then add Ownership Type and Reg O election under Additional Terms on the back.  Then, get customer signature
  • Funding an account - sometimes the new account you just created is not listed.  Workaround: Go to Checking --> New Account Transaction, will allow you to fund the account.  Add virtual ticket, put in account number and $ amount, transact that way.  Difference - you would have to fill out the Check Hold Exceptions section.
• Manual on the CT Home Page and intranet - Power Outage Instructions & Documentation.  It should be printed and hard copy stored in the branch.
• There is no more Teller I or Teller II - that distinction was done away with a few years ago.