Checklist template

Branch manager site review

A ready-to-use checklist with 118 items in 6 sections, covering Service, Sales activity, Operations, People, Facility, Compliance. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 118 Items
  • 89 Yes / No checks
  • 6 Scored ratings
  • 119 Points

Use this template How audits work

1. Service 18 items

  1. Customer satisfaction score of the branch for the last period Number
  2. Customer satisfaction target for the branch Number
  3. The latest satisfaction score is posted in the staff area Yes / No 1 pt
  4. The manager discussed the written comments from the last customer survey with the team Yes / No 1 pt
  5. Date of the last mystery shop of the branch Date
  6. An action was recorded for each weak point of the last mystery shop Yes / No 1 pt
  7. Customer complaints open today Number
  8. Every open complaint was acknowledged to the customer within the time set by company policy Yes / No 1 pt
  9. No complaint has been open longer than the resolution time set by company policy Yes / No 1 pt
  10. The manager's calendar reserves time on the branch floor during peak hours Yes / No 1 pt
  11. A team huddle was held before opening today, or notes of this week's huddles are on file Yes / No 1 pt
  12. Two employees asked could state the branch service standards for greeting and waiting time Yes / No 1 pt
  13. The average teller wait in the last report is within the target Yes / No 1 pt
  14. The branch voicemail holds no message older than one business day Yes / No 1 pt
  15. No customer callback recorded in the customer system is overdue Yes / No 1 pt
  16. Employees asked know which fee refunds they may grant without approval Yes / No 1 pt
  17. The opening hours posted on the door match those shown on the bank's website Yes / No 1 pt
  18. Service results of the branch Rating
    • At or above target and acted upon 5 pts
    • Below target with a plan under way 3 pts
    • Below target with no plan 1 pt

2. Sales activity 18 items

  1. New accounts opened last month Number
  2. New account target for last month Number
  3. Each banker has written goals for the period Yes / No 1 pt
  4. Two bankers asked could state their results to date against their goals Yes / No 1 pt
  5. The sales board or pipeline report was updated this week Yes / No 1 pt
  6. A coaching session with each banker is documented for each of the last 4 weeks Yes / No 1 pt
  7. Referrals by source (tellers, bankers, specialists) are reviewed in the weekly sales meeting Yes / No 1 pt
  8. Appointments booked in banker calendars for the next 5 business days Number
  9. Call lists from head office (maturing deposits, pre-approved offers) are completed by their due date Yes / No 1 pt
  10. Leads assigned by head office were contacted within the time set by company policy Yes / No 1 pt
  11. Visits or calls to local businesses logged last month Number
  12. Each new customer of last month received a follow-up call within the onboarding period Yes / No 1 pt
  13. The manager reviews the report of new accounts that were never funded Yes / No 1 pt
  14. The manager reviews the report of accounts closed shortly after opening Yes / No 1 pt
  15. A sample of 5 accounts opened last month each has an application signed by the customer Yes / No 1 pt
  16. Referrals sent to mortgage and investment specialists last month are recorded with their outcome Yes / No 1 pt
  17. Sales results are displayed in the staff area only, out of customers' view Yes / No 1 pt
  18. Sales management routine Rating
    • Goals, pipeline and coaching all current 5 pts
    • Goals set but pipeline or coaching irregular 3 pts
    • No visible sales routine 1 pt

3. Operations 22 items

  1. The manager signed this month's branch certifications (cash counts, key inventory, dual-control checks) Yes / No 1 pt
  2. The manager discussed the branch's teller difference trend with the teller supervisor in the last month Yes / No 1 pt
  3. A teller with repeated differences has a documented action plan Yes / No 1 pt
  4. Items older than 30 days in the branch suspense and holding accounts Number
  5. Every item in the branch suspense and holding accounts has a note explaining it Yes / No 1 pt
  6. Exceptions raised by head office operations (missing documents, unsigned forms) were cleared by their due date Yes / No 1 pt
  7. The report of activity on dormant accounts is reviewed by someone who did not process the transactions Yes / No 1 pt
  8. The fee refund and waiver report is reviewed monthly by the manager Yes / No 1 pt
  9. Returned mail and undelivered cards are kept locked up and logged Yes / No 1 pt
  10. The manager spot-checks the opening and closing checklists each week and initials them Yes / No 1 pt
  11. The staff schedule is posted ahead by the period set by company policy Yes / No 1 pt
  12. The schedule covers every dual-control task on every business day Yes / No 1 pt
  13. The branch call tree lists current staff and phone numbers Yes / No 1 pt
  14. Date the branch call tree was last updated Date
  15. Two employees asked could name the alternate branch used if this one cannot open Yes / No 1 pt
  16. No record box stored at the branch is past the destruction date on its label Yes / No 1 pt
  17. Rating given by the last internal audit Short text
  18. Internal audit findings still open Number
  19. Every open audit finding has an owner and a due date Yes / No 1 pt
  20. No audit finding is past its due date Yes / No 1 pt
  21. No technology service ticket of the branch is open longer than the time set by company policy Yes / No 1 pt
  22. Operational control of the branch Rating
    • Reports reviewed, findings closed on time 5 pts
    • Reviews done but late or unsigned 3 pts
    • Reviews not done or findings overdue 1 pt

4. People 17 items

  1. Approved positions at the branch Number
  2. Vacant positions today Number
  3. Each employee had a documented performance conversation in the last period Yes / No 1 pt
  4. Completion of mandatory training by branch staff (%) Number
  5. No employee has a mandatory course past its due date Yes / No 1 pt
  6. Each employee hired in the last 6 months has an onboarding plan and a named mentor Yes / No 1 pt
  7. The cross-training chart shows at least two trained people for each critical task (vault, opening, safe deposit, wire transfers) Yes / No 1 pt
  8. Each employee is scheduled for the consecutive days of leave required by company policy Yes / No 1 pt
  9. Licenses and registrations of mortgage and investment staff are current, as required by regulation Yes / No 1 pt
  10. A staff meeting was held in the last month and its notes are on file Yes / No 1 pt
  11. Two employees asked could state the branch's main priorities for the period Yes / No 1 pt
  12. Overtime in the last period was approved in advance and recorded Yes / No 1 pt
  13. Employees who left the branch in the last 12 months Number
  14. The departure checklist of the most recent leaver (system access, keys, alarm code) was completed and signed on the last day Yes / No 1 pt
  15. A second-in-charge is named for days when the manager is absent Yes / No 1 pt
  16. Employees do not process transactions on their own accounts or those of family members, per the last report Yes / No 1 pt
  17. People management at the branch Rating
    • Fully staffed, trained and coached 5 pts
    • Gaps in training or reviews being addressed 3 pts
    • Vacancies or overdue training with no plan 1 pt

5. Facility 21 items

  1. The exterior sign is undamaged and fully lit Yes / No 1 pt
  2. Exterior and interior signs carry the current logo Yes / No 1 pt
  3. The parking lot surface is free of potholes Yes / No 1 pt
  4. The lawn is mowed and planters are free of weeds and dead plants Yes / No 1 pt
  5. The entrance door closes and latches by itself Yes / No 1 pt
  6. The drive-up lane surface, curbs and canopy are free of damage Yes / No 1 pt
  7. Date of the last heating and cooling service Date
  8. The heating and cooling filter shows a change date within the service interval Yes / No 1 pt
  9. Gutters and roof drains are clear, with no water pooling against the building Yes / No 1 pt
  10. Back office desks and chairs are free of tears, chips and wobble Yes / No 1 pt
  11. Carpet and flooring have no lifted edges or worn-through areas Yes / No 1 pt
  12. The staff restroom is clean and stocked Yes / No 1 pt
  13. The break room refrigerator holds no spoiled or undated food Yes / No 1 pt
  14. Storage rooms are orderly, with nothing stored in front of electrical panels Yes / No 1 pt
  15. Corridors in the back office are free of boxes and equipment Yes / No 1 pt
  16. There is no sign of pests (droppings, traps full, insects) Yes / No 1 pt
  17. Maintenance work orders open today Number
  18. No maintenance work order is open longer than the time set by company policy Yes / No 1 pt
  19. The cleaning contractor's work was rated by the manager in the last month, per the vendor record Yes / No 1 pt
  20. The contract for snow removal or seasonal grounds work is in place for the current season Yes / No 1 pt
  21. Condition of the building and grounds Rating
    • Well maintained inside and out 5 pts
    • Sound, with repairs outstanding 3 pts
    • Visible neglect or long-open repairs 1 pt

6. Compliance 22 items

  1. A sample of 5 accounts opened last month each holds the customer identification records required by regulation Yes / No 1 pt
  2. Business accounts in the sample hold the ownership information required by regulation Yes / No 1 pt
  3. Last month's cash transaction reports were all filed within the required time, per the compliance report Yes / No 1 pt
  4. Suspected financial abuse of elderly or vulnerable customers raised by staff was escalated per company policy, per the escalation log Yes / No 1 pt
  5. Two employees asked could explain how to escalate unusual customer activity Yes / No 1 pt
  6. The log of cash sales of money orders and drafts has no blank fields for the last 30 days Yes / No 1 pt
  7. A walk of desks and printers found no customer information left unattended Yes / No 1 pt
  8. The manager's periodic check of the required lobby notices is on file Yes / No 1 pt
  9. Loan applications taken at the branch are entered in the system the day they are received Yes / No 1 pt
  10. No marketing material produced locally is in use without head office approval Yes / No 1 pt
  11. Sampled new accounts show that fee and rate disclosures were delivered at opening Yes / No 1 pt
  12. Privacy incidents reported by the branch in the last 12 months have a recorded resolution Yes / No 1 pt
  13. Complaints alleging unfair treatment were escalated to the compliance department Yes / No 1 pt
  14. Every employee signed off the last compliance bulletin Yes / No 1 pt
  15. Compliance review or examination findings still open for the branch Number
  16. Each open compliance finding has a corrective action and a due date Yes / No 1 pt
  17. The branch compliance self-assessment was completed for the last period Yes / No 1 pt
  18. Date of the last branch compliance self-assessment Date
  19. Name of the branch manager Short text
  20. Name of the reviewer Short text
  21. Overall rating of the branch Rating
    • Meets the standard 5 pts
    • Minor gaps 3 pts
    • Major gaps 1 pt
  22. Comments and corrective actions required Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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