Remote Teller Override

The Remote Teller Override feature in the FLEX system enables authorized users to approve restricted transactions from any workstation. This functionality is crucial for maintaining security and control over sensitive financial operations.

Overview

Remote Teller Override provides two primary methods for handling transaction overrides:

• Unidentified Workstation: Used when the workstation ID of the approving teller is unknown.
• Identified Workstation: Used when the workstation ID of the approving teller is known, allowing for direct communication.

The program responsible for securing Remote Teller Override is TE1100. For more details on security configurations, refer to the “Teller Configuration” or “Program Security” sections within FLEX Academy.

Remote Override – Unidentified Workstation

This method is used when a teller attempts a transaction for which they lack the necessary security authorization, and the workstation of the approving teller is not known.

Requesting an Override (Requesting Teller)

1. Initiate Transaction: Perform the transaction that requires an override (e.g., bringing an account negative).
2. Override Prompt: When the transaction is “dropped” (attempted), a message will display, explaining why an override is required (e.g., “Current teller is not authorized to take accounts negative”).
3. Check Remote Override: In the “Override Teller” pop-up, check the Remote Override box.
4. Workstation Selection:
   • If the workstation ID of an authorized teller is known, select it from the Workstation dropdown.
   • If the workstation ID is unknown, leave the Workstation field blank.
5. Notify Approving Teller: Inform an authorized teller about the override request, following your credit union’s internal procedures.
6. Wait for Override: Click the Wait for Override button. The system will then display a “Waiting for Response” message.

Approving an Override (Approving Teller)

1. Access Remote Teller Override:
   • Navigate to the FLEX Main Menu.
   • Go to Teller > Remote Teller Override.
2. Review Requests: The “Remote Teller Override” screen will display a list of pending override requests, including:
   • Teller ID
   • Teller Name
   • Override Needed Because (reason for the override)
3. Refresh Requests: Click Refresh to update the list of override requests, if necessary.
4. View Transaction:
   • Highlight the specific override request from the list.
   • Click Override or double-click the request to view the requesting teller’s transaction screen.
5. Action on Transaction Screen:
   • Grant Override: To approve the transaction, click the Grant Override button.
     • You will be prompted to enter your Teller ID and Password for authentication.
     • Upon successful authentication, the “Wait for Override” message will disappear on the requesting teller’s screen, allowing them to continue the transaction.
   • Deny Override: To deny the transaction, click the Deny Override button.
     • This will return you to the “Remote Teller Override” screen.
     • The requesting teller will be notified of the denial.

Remote Override – Identified Workstation

This method is used when the workstation ID of the approving teller is known, allowing for a direct message to be sent.

Requesting an Override (Requesting Teller)

1. Initiate Transaction: Perform the transaction that requires an override.
2. Override Prompt: When the transaction is “dropped,” the override message will appear.
3. Check Remote Override: In the “Override Teller” pop-up, check the Remote Override box.
4. Select Workstation: Choose the specific workstation ID of the approving teller from the Workstation dropdown (e.g., “AA”).
5. Send Message: Click the Send Message button.
   • This will send a message to the selected workstation, notifying the approving teller of the override request.
6. Wait for Override: Once the approving teller has agreed to override, click Wait for Override. This allows the overriding teller to access Remote Teller Override for your transaction.

Approving an Override (Approving Teller)

1. Receive Message: A pop-up message will appear on your workstation (e.g., “Teller 200 at workstation AA needs a transaction override. Reply NO or OK.”).
2. Reply to Message: Type a message (e.g., “I will look at this right away!”) and click OK to reply to the requesting teller.
3. Access Remote Teller Override:
   • Navigate to the FLEX Main Menu.
   • Go to Teller > Remote Teller Override.
4. Follow Approval Steps: Proceed with the steps outlined in the “Approving an Override (Approving Teller)” section under “Remote Override – Unidentified Workstation” to either grant or deny the transaction.