Revised CATS Procedure Dec.20161

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COMMERCIAL BANK OF ETHIOPIA December 1, 2016 correctness of the denominations written on the cash deposit vouchers; e) To retain the original of a deposit voucher and handing over only the deal slip to the depositor; CATS Procedure | 207
COMMERCIAL BANK OF ETHIOPIA December 1, 2016 10.5.3 Attendance and Conduct a) The Senior Customer Services Officer-cash, the Customer Services Officers and the Cash Office attendant should always be in the cash area before starting of working hour to make the necessary arrangements for the cash operations of the day and start rendering the services to the customers of the Bank as soon as the branch is open to its customers. Furthermore, since they are the staffs whom the customers of the Bank come into contact with more often, they should, as much as possible, be presentable in their appearances and thereby reflect a positive image of the Bank. b) The Senior Customer Services Officer, the Customer Services Officers and the Cash Office attendant are not normally allowed to leave the cash area. If they are compelled to do so, due to an unexpected circumstance that is beyond their control, they have to at first get the go-ahead of the concerned higher authorities. c) Telephone calls should, as much as possible, be avoided during cash hours. Customer Services Officers who are in their windows should not be disturbed by outside calls. In the event that the telephone call has to do with an important and urgent message, nevertheless, it should be received by the Customer Services Officer/Checker and communicated to the Maker after she/he has been cleared off her or his cash responsibility. Should the message turn out to be urgent and thus calls for an immediate attention, the Customer Services Officer must at first be relieved of the cash still in her/his hands and then informed of the message. d) As soon as the Customer Services Officer/Maker starts work, she or he must switch off her/his mobile (cell) phone. e) The Customer Services Officer should never be reprimanded either in writing or otherwise while she/he is in the middle of a cash operation. f) No brawls or exchange of strong words between the staffs of the Bank working in the cash area will be tolerated. The same is true about all acts that CATS Procedure | 208
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Revised CATS Procedure Dec.20161

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