Christine was not pleased with her current assignment as a relief branch manager at Commerce Trust Bank, but it was a means to an end. Employed by the bank for almost two years as a branch management trainee, Christine wanted to escape the training program and become a full branch manager. She had earned strong praise from his superiors throughout the training program and Christine hoped to successfully complete this last training assignment.

As a relief (or temporary) manger, she assumed all management functions in the branch when the regular manager was absent for a day. As a temporary branch manager, Chris was required to make immediate decisions on various banking matters, despite not personally knowing the employees or customers.

One recent branch assignment was very difficult. The branch recently opened, and the tellers were generally inexperienced. At the end of the day, all tellers are required to reconcile and review their transactions for compliance and accuracy. A novice teller (Carol) was $900.00 short. Since Carol was on probation as a new teller, any significant error would result in her dismissal. This was a very significant error.

Carol was extremely upset when she reported the error to Christine. They audited Carols transactions and discovered that, when a regular customer cashed a check for $100.00, Carol entered the transaction for $1,000.00 and gave the customer $1,000.00 instead of $100.00, resulting in the $900.00 shortage. It was a relief to discover the error. Christine called the customer to explain the problem, assuming that the regular customer did not realize what happened and would return the extra money. Unfortunately, the customer stated that she only received $100.00.

The normal procedure is to report the error to the bank audit department. This most likely would result in Carols dismissal. However, Christine believed the customer was lying. Since the customer maintained other accounts at the bank, Christine could unilaterally withdraw the money to correct the error. Alternatively, they could return the money using other funds and money provided by Christine or Carol. This would violate bank procedures but avoid dismissal of Carol.

What should Carol do? Should she, by any means necessary, seek to secure her job position? Or correspond with the banks policy and procedures? Please provide your opinion.