ATM Cash Balancing and Replenishment SOP

Standard procedure for dual-control ATM cash cassette loading, cash balancing against system totals, and handling captured cards and over/short variances.

Steps

• Verify dual-control authorization
  The supervisor verifies that two authorized personnel are present, assigned distinct roles, and listed on the current access roster. The supervisor confirms that no single person controls both access and verification for the transaction.
• Inspect the ATM and secure the work area
  The technician inspects the ATM exterior, access points, and surrounding area for tampering, damage, or unauthorized activity. The technician records any deviation and escalates suspicious findings before continuing.
• Open the ATM under dual control
  The first authorized person opens the ATM using approved credentials or keys while the second authorized person observes and verifies the access event. The second person confirms the access point, cassette identifiers, and seal status before any cassette is removed.
• Remove and verify each cassette
  The operator removes each cassette one at a time and the verifier confirms the cassette ID, seal condition, and recorded position. The operator places each cassette in the secure container and records any missing, damaged, or mismatched cassette as a non-conformance.
• Count and load cash into cassettes
  The operator counts the replenishment cash using the approved counting device and loads each cassette to the specified denomination and quantity. The verifier independently confirms the count, denomination mix, and cassette configuration before sealing the cassette.
• Seal and document loaded cassettes
  The operator applies tamper-evident seals to each loaded cassette and records the seal numbers, cassette IDs, and load amounts. The verifier confirms the documentation is complete and legible before the cassettes are returned to service.
• Reinstall cassettes and close the ATM
  The operator reinstalls each cassette in the correct slot and verifies that the cassette locks engage. The second authorized person confirms placement, closes the ATM, and verifies that all access points are secured.
• Reconcile dispensed cash to system totals
  The operator compares the ATM system totals, dispensed cash totals, and cassette load records. The verifier confirms whether the totals are within tolerance and records any deviation as an over/short condition.
• Handle captured cards and exceptions
  The operator checks whether the ATM retained any cards or reported any transaction exception during the service event. If a card was captured or another exception occurred, the operator secures the item or record, logs the event, and escalates according to site policy.
• Escalate captured cards and non-conformance
  The supervisor reviews the captured card or variance, confirms chain-of-custody, and escalates unresolved issues to operations, fraud, or security per policy. The supervisor records the non-conformance and assigns follow-up actions.
• Complete the reconciliation record
  The supervisor reviews the completed reconciliation record, confirms that all totals, seal numbers, and exception notes are present, and signs off the transaction. The supervisor ensures the record is retained according to documented information requirements.