NSF/Overdraft Decision

Workflow for reviewing items presented against insufficient funds. Covers pay/return decisions based on customer history and bank policy. Takes 2-5 minutes per item. Best for: Head tellers, operations staff.

3 steps

Banking

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Process steps

Review account history and status

1 hours from previous step

task

Pull the customer's account history. Check their typical balance, overdraft frequency, and average days to bring account positive. Review any approved overdraft line or protection. Look at relationship depth - do they have other accounts, loans, or deposits with us?

Form fields in this step

Account Age *

NSF History (Last 12 Months) *

Has Overdraft Protection *

Make pay/return decision

1 hours from previous step

task

Based on account history and bank policy, decide whether to pay the item into overdraft or return it unpaid. Consider: Will the customer cover this quickly? Is there a pattern of abuse? What's the relationship worth? Document your reasoning.

Form fields in this step

Decision *

Reason *

Fee Applied *

Process decision and notify customer

2 hours from previous step

task

Enter the decision in the system. If returning, process with appropriate return code. For items paid into overdraft, the account will show negative. Send the appropriate notice to the customer - they need to know their account status.

Form fields in this step

Decision Processed *

Customer Notice Sent *