SOP Basics & SLAs
This team uses the SOP to resolve issues around currency and coin deliveries and armored courier services.
What is the Branch Cash Management (BCM) Team?
For CMT-originated cases, set this Pelican field to “No.”
What is the Workflow field?
This email method is the only way to escalate issues to vendors when portals are down.
What is a VM8 email?
A private client asks for “new bills.” The correct coaching is to explain this cannot be ordered because of this upstream reason.
What is the Federal Reserve has discontinued the process for ordering new currency?
HEJR shows a device is active in Teller Express; to push the info correctly to My Cash Manager, perform these steps in Teller Express Admin.
What are go to the administrative side of Teller Express, select Maintenance, select Office, then select Save?
These two intake channels commonly create work for BCM: calls logged by TRSC into CMT, and workflow emails sent to the BCM team mailbox.
What are TRSC-created CMT cases and workflow emails to BCM?
For requests received via email, set Workflow to this, which auto-populates “Email Received Date” and “Received after 4 p.m.”
What is “Yes”?
In Brinks 24/7, enter this address in “Other Receivers” so BCM gets updates.
What is Branch.Cash.Management@chase.com?
For a same-day emergency order at 10:30 a.m. local time, name one product constraint and one timing requirement.
What is currency only (no coin), and it must be initiated before 11 a.m. local time?
A cashbox is not showing in My Cash Manager and is not active in Teller Express; request BC to add it using this path and action.
What are go to Teller Express Admin, select Maintenance, choose Add Cash Box, enter the cash box number, and select Save, then refresh the ECMS Branch UI?
CMT cases opened before this cutoff must be worked and closed the same day.
What is 5 p.m. Eastern Time?
When a case is reopened and was closed by TRSC or by BCM more than 3 business days ago, you should do this rather than continue the old Pelican ticket.
What is create a new Pelican case using the “new CMT case” process?
When recording a Brinks portal case number in Pelican, do this to the leading digit.
What is omit the leading zero?
A route disruption email covers six branches. What phrase goes in Courier Ticket #, and how do you set “Workflow” across first vs. subsequent cases?
What is enter “Down Route”; set Workflow to Yes for the first case and No for the subsequent cases?
In HEJR, use this Tran Code to view all active devices when troubleshooting.
What is Tran Code 7027?
Urgent Cash Requests and Over Limit cases have this “to be worked” SLA, whereas their category SLA in the master table is this many business days.
What are 2 hours to be worked, and 2 business days?
To ensure your Pelican updates are saved, this action should be taken every time you add new information.
What is click Submit after every update?
In Loomis Direct, add this mailbox to the Email Watch List.
What is branch.cash.management@jpmchase.com?
A missing coin report totals $40. The proper disposition is to request this from shipping errors team.
What is a sundry charge by the CIT Vault Cash analyst?
A device or cashbox is duplicated in My Cash Manager; the resolution is to follow this SOP reference, after which no further action is needed.
What is follow Chase Answers SOP My Cash Manager Cashbox Removal CTOS03641?
The SLA Tracker uses three tabs with color coding; name any two of the three SLA buckets and what Amber means on one of them.
What are 2 Days, 4 Days, and 8 Days; Amber indicates day 2 on the 2-Day tab, day 4 on the 4-Day tab, or day 8 on the 8-Day tab?
After updating the Pelican ticket for a reopened CMT case, use this specific action in CMT’s Resolution Details to close it.
What is “Resolve Case Now”?
If vendor error caused missing funds, set the Claim Date to this timing relative to when you notified the supplier.
What is four business days after the communication date?
A shipment arrives with extra coin, and the CIT supplier is different from the cash vault supplier (e.g., Brinks CIT and Loomis cash vault). Describe the two supplier communications required and what must be included for the vault release.
What is open a case with the CIT supplier to advise the coin will be released back to them from the cash vault; then open a case with the cash vault supplier to request the coin be released to the CIT supplier, including the CIT case number on the manifest?
A new-build branch reports no order recommendations and missing ATM move/add alerts in My Cash Manager. State who to escalate to, and specify the two activation timelines for new-build alerts.
What is email the escalation details to the Branch Supplier Management team; shipment and ordering alerts begin after 30 calendar days, and ATM move/add alerts begin after seven calendar days?