1. Module #1 Basic Fee Handling Procedures
A Guide for Field Agents

2. Proper Fee Handling is Important!
As a Division of Motor Vehicle Bureau of Field Services employee your job is complex and you can look forward to wide variety of interesting and challenging duties.
In BFS, we collect and process over $160,000,000 in annual fees for the State of Wisconsin. The citizens of Wisconsin trust us and expect us to be accurate and conscientious. We are Stewards of their money.

3. Start of Day
Startup funds are secured according to an established policy at the particular station you are assigned to
Remove cash from secured location
Count startup funds immediately
Place funds in cash drawer
All bills are placed in uniform order starting with the smaller bills on the right
All bills should be face up and in the same direction

4. Counter Procedures (continued)
Sign on to the computer using your own login ID
Always process under your own login ID
When the funds are not under your direct control, the drawer must be secured or locked

5. Counter Procedures (continued)
When your computer is not under your direct control, you must follow the Regional or local policy and either lock or log off the computer entirely
To lock the computer press “control, alt, delete” followed by pressing the enter key which locks it until you return to unlock it

6. More Counter Procedures
If needed, change may be purchased
Deposit large amounts of cash throughout the day
Exactly how change is purchased or deposited may vary slightly depending upon the station
Follow the established procedure for the station where you are working

7. Basic Customer Transaction
Make sure customer has completed the application and has proper documentation
Wait for the payment screen before giving the total amount due
Verify the payment amount and type of payment (remember that cash/check errors are the most common problem)
Collect the fees before completing the transaction

8. Tip!
To verify if the change you are giving back to the customer is correct, on the payment screen, enter the total amount you received, tab to the “method” and select “cash.” Push the “Add” button and the computer will tell you how much change to return to the customer.

9. CONCENTRATE
ON WHAT YOU
ARE DOING!

10. Customer Transaction (continued)
Make sure the forms are completed before finishing the transaction
On the application write exact amount collected, type of payment and your personal identifier (This is your login ID without the preface “dot”)
Complete the transaction while the customer is in front of you

11. Cash Handling
Once you receive customer’s cash payment, recount it out loud
Mark the bill (see next slide)
Keep the customer’s cash payment in plain sight but out of reach—usually on top of or next to the cash drawer
Verify the fee on the payment screen before giving change

12. Marking Bills
Mark the $50 bills and larger with a Counterfeit Detector Pen
If the mark turns black that means the bill is “suspect”. Suspect means the bill MAY be counterfeit

13. Marking Bills (continued)
Explain to the customer the bill did not pass the authenticity screening
Return the bill to the customer
Tell them they will need to give you a different bill or form of payment
Recount the entire amount once the full payment is received

14. Cash Handling (continued)
Count back change from the amount due to the amount that the customer had given to you
For example, “You gave me fifty dollars and it cost thirty-eight fifty.Thirty eight fifty and fifty cents is thirty nine and one is forty and ten is fifty dollars”
Double counting assures that the correct amount is returned to the customer

15. REMAINING FOCUSED… Prevents common errors Assures financial accuracy
Shows that you care about the customers
Maintains your professional image

16. Check Handling When collecting the check: not be post dated
Look at the date. It must be current. It can
not be post dated

17. Check Handling (continued)
Compare numeric and written amounts on the check to make sure they are the same

18. Check Handling (continued)
Make certain the check is signed

19. Check Handling (continued)
The routing and account numbers must be present and legible.

20. Check Handling (continued)
Do not make stray marks in the numeric amount field or the machine readable zone of the check

21. Check Handling (continued)
Check is made payable to “Registration Fee Trust”
Verify that the payment is the same as what is on the payment screen

22. Check Handling (continued)
Write payment number, title number or renewal number at the upper right corner of the check
Your personal identifier is written above the customer’s signature

23. Check Handling (continued)
Make certain you PRINT legibly!

24. Check Handling (continued)
All checks must be made out for the exact amount
If check is made out incorrectly, ONLY the account holder can change it and they must initial each change
Do not accept two-party checks
Make sure you receive the check before the customer walks away from your counter
Place the checks in the cash drawer in the order received for the daily report

25. Money Orders &Travelers Checks
They are handled the same as checks
A cash refund cannot be given at the DMV service center. In these situations, if a refund is necessary, it MUST be issued from Madison

26. During the entire transaction!
REMAIN FOCUSED
During the entire transaction!

27. End of Day Procedures
Count your final cash receipts out of public view
Avoid distractions
Use the smallest bills to replenish your startup fund for the following day
The money is double counted before depositing into the station’s secure location
If your station has a currency counting machine, it is enough to run your money through the counter while the witness observes and confirms the total

28. End of Day (continued) Witness verifies the amount
Money is deposited while witness observes
Start up fund is secured in your locker or station safe
Change fund is secured for the night

29. End of Day (continued)
Checks are kept in the order received and placed with your cash receipts
Checks are stacked with right sides flush (to help the financial specialist to scan the checks and balance your station’s report)
Survey your work area for applications, used application carbons, drivers licenses or ID cards; anything that may contain a personal identifier that should be destroyed or secured
Applications are grouped and secured per station policy

30. End of Day (continued)
These End of Day procedures, even though necessary, are a simple common sense approach
This approach is not much different from any retail establishment you may have worked in
Now you are ready to go home. Your applications and daily fees are ready for your team’s report person the next morning

31. The Next Morning
Your office report person verifies the total cash deposit
Calls the previous day’s cash deposit to the bank using the Electronic Fund Transfer (EFT) process
Bundles the cash for deposit. It is either delivered or picked up by a courier service
Bundles the checks with the rest of the paperwork and forwards to the Regional Financial Specialist for reconciliation

32. The Financial Specialist
Electronically scans the checks
Reconciles the daily report
Notifies management of any errors that have been made

33. Brief Review FOCUS Process under your own personal identifier
Keep cash and checks secured at all times
Verify amount on payment screen before collecting fees
Verify type of payment—cash or check

34. Brief Review (continued)
Always count back change to customer
Double count whenever cash is being exchanged
At end of day, make sure all applications, checks, etc… are secured

35. The End
Happy Cash Handling!!