Revised CATS Procedure Dec.20161

COMMERCIAL BANK OF ETHIOPIA December 1, 2016
unnecessary commotion.
h) While on duty, Customer Services Officers are not allowed to leave their
windows under any circumstances or to be engaged in long conversations
with other Customer Services Officers or with the customers of the Bank
across their partitions.
i) Nobody should be admitted into the windows of the Customer Services
Officers. And no unauthorized person should be allowed to enter the Cash
Office at any time. Since all cash-related work requires maximum care
and accuracy, nothing that could disrupt the attention of the Customer
Services Officers should be tolerated in the cash area.
j) All staffs working in the cash area must be polite, courteous, attentive and
respectful toward the customers of the Bank. Proper information must be
given out in response to the inquiries coming from customers. If the
Customer Services Officer is uncertain about the inquiry forwarded to her
or him by a customer, she or he should direct the customer to the
pertinent person or Supervisor.
k) Since there is no insurance coverage for the excess cash over and above
the approved limit, Customer Service Manager and the Senior Customer
Services Officer should make sure that the branch’s cash-holding limit is
within the approved limit.
The Branch Manager/Customer service Manager
The branch manager shall create awareness to customer service officers
before assigning them as a front office Maker.
a) To change the date on the cash stamp of the branch on a daily basis;
b) To concentrate on the work at hand even on relatively quiet days;
c) To check properly signatures, ID cards, posting, approval and the
sameness of the amount of money given in both words and figures;
d) To accurately write the denominations of the cash paid to the customers
of the Bank on the cash-payment instruments and to verify the
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