Revised CATS Procedure Dec.20161

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