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COMMERCIAL
BANK OF ETHIOPIA
Branch Banking
Procedure
i
May, 2018
Commercial Bank of Ethiopia May, 2018
Contents
Acronyms.............................................................................................................................................xi
CHAPTER ONE..........................................................................................................................................1
INTRODUCTION.......................................................................................................................................1
1.1 Preamble......................................................................................................................................1
1.2 Definition of Terms and Concepts...............................................................................................2
1.3 Objectives of the Procedure.........................................................................................................6
1.4 Scope of the Procedure................................................................................................................6
1.5 Governing Rules..........................................................................................................................6
1.6 The Structure of Branch Operation..............................................................................................6
1.7 General Authority and Responsibility........................................................................................10
1.7.1 Branch Manager.................................................................................................................10
1.7.2 Manager, Branch Business.................................................................................................11
1.7.3 Manager, Branch Operation...............................................................................................13
1.7.4 Manager, Branch Quality Assurance..................................................................................15
1.7.5 Manager, Customer Service -Sales.....................................................................................16
1.7.6 Manager, Customer Service-Service..................................................................................16
CHAPTER TWO.......................................................................................................................................18
CUSTOMER ACQUISITION AND SELLING OF CBE PRODUCTS AND SERVICES........................18
2.1 Customer Acquisition................................................................................................................18
2.2 Customer ID Creation................................................................................................................19
2.3 Account Opening and Contract Maintenance.............................................................................21
2.3.1 Saving Accounts Opening..................................................................................................21
2.3.2 Demand /Current/ Accounts Opening................................................................................23
2.3.3 Fixed Time Deposit Contract Maintenance........................................................................24
2.4 Foreign Currency Accounts and Contract Maintenance.............................................................25
2.5 IFB Account and Contract Maintenance....................................................................................25
2.6 Document Authentication of New Accounts..............................................................................25
2.7 Post Transaction Checking and Documentation in Account Opening........................................27
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BOOK MANAGEMENT..........................................................................................................................93
6.1 Transactions Reconciliation and Balancing...............................................................................93
6.1.1 Reconciliation of Account Receivables/Payables...............................................................93
6.1.2 Reconciliation and Balancing of ATM Transactions..........................................................94
6.1.2.1 Reconciliation of CBE Cards Transactions........................................................................94
6.1.2.2 Reconciliation of Other Bank Card Transactions...............................................................94
6.1.2.3 Reconciliation of International Cards Transaction.............................................................95
6.1.2.4 Reconciliation of Card Transactions on Forex ATM..............................................................95
6.1.2.5 Reconciliation of Foreign Cash Notes Exchange on Forex ATMs.........................................96
Banking Operation Officer........................................................................................................................96
Junior Officer............................................................................................................................................96
Manager Branch Operation........................................................................................................................96
6.1.2.6 Exceptions in ATM Reconciliation and Balancing.................................................................97
6.1.2.6.1 ATM Cash Withdrawal without Affecting Customer Accounts (CBE Cardholder)........97
6.1.2.6.2 Debiting Customer Accounts without Dispensing Cash (CBE Cardholder)...................97
6.1.2.6.3 Forex ATM Machine captures currency notes, but not dispense cash............................98
6.1.3 POS Reconciliation and Balancing........................................................................................98
6.1.3.1 Merchant POS Transaction....................................................................................................98
6.1.3.2 POS Cash Advance Transaction.............................................................................................99
6.1.3.3 Exceptions in POS Transaction..............................................................................................99
6.1.3.3.1 Incomplete Transaction and Amount Locked.....................................................................99
6.1.3.3.2 Offline and Failed transaction..........................................................................................100
6.1.3.3.3 Transactions not reflected on Merchant Account.............................................................100
6.1.3.3.4 Refunding unsuccessful Transactions on Merchant’s POS...............................................101
6.1.4 CBE Birr Transaction Reconciliation...................................................................................102
6.2 General Ledger Position follow-up..........................................................................................102
6.2.1 System Suspense..................................................................................................................102
6.2.2 ATM Suspense Account.......................................................................................................102
6.2.3 Abnormal Balances of accounts...........................................................................................103
6.3 Post Transaction Checking and Custody of Documents...........................................................103
CHAPTER SEVEN.................................................................................................................................105
CUSTOMER PROFILE MANAGEMENT.............................................................................................105
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Annexes
Annex 1- Hand Book on Customers Classification, Features of Products, Channels and Services
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Acronyms
Acronyms
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CHAPTER ONE
INTRODUCTION
1.1 Preamble
Whereas, the existing process based organizational structure has served the bank since 2008;
Whereas, there is a need to review the existing organizational structure to align with CBE’s
corporate strategy and in light of the increase in business volume by designing product oriented
organizational structure;
Whereas, the basic design principles of the new organizational structure is to segregate the front
and back office activities to bring operational excellence;
Whereas, there is a need to assure quality on people, processes, products/services and facilities
on bank wide for continuous improvement;
Whereas, there is a need to create product and channel ownership to mobilize resources to ensure
sustainable business growth;
Now, therefore, it becomes important to develop and introduce the new “Branch Banking
Procedure”.
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For the purpose of this procedure, the terms and concepts shall be defined as follows:
1. Agent: Shall mean a person engaged in a commercial/business activity and has been
contracted by the bank to provide the services on its behalf.
2. Agent Float Account: shall mean a trading account which is used to provide services (such
as customer deposit, customer withdrawal, and account transfer between agents) for
customers or agents.
3. Agent’s Short Code: shall mean an ID to the agents to register and identify in CBE Birr
System.
4. Authorization: shall mean the process of approving or declining any business transactions.
5. Automated Teller Machine (ATM): shall refer to unattended acceptance terminal that has
electronic capacity, accepts PIN, disburses money, and may provide balance confirmation,
fund transfers between accounts and other services.
6. Banker’s Cheque: shall mean a type of transferable instrument prepared by banks as per
customer request and is payable upon presentation. It is endorsable to the purchaser only and
valid for six months. It is also known as Cashier payment order (CPO).
7. Billers: shall mean a merchant that allow a customer to initiate a transaction to pay for
different kinds of bills, tickets, subscriptions and services using CBE Birr solution.
8. Bio-metrics: shall mean an electronic device used to capture a digital image of the finger
print pattern.
9. Cash Advance Service: shall mean a feature that allows cardholders to withdraw cash over-
the-counter at bank.
10. Card clearing: shall mean all of functions necessary to collect a clearing record from an
acquirer in transaction currency and delivering to issuer in billing currency.
11. Cheque Clearing: shall mean the process of moving a cheque from the bank in which it was
deposited to the bank on which it was drawn, and the movement of the money n the opposite
direction.
12. Contract: shall mean financial dealings made with customers with a maturity date that do
not base any account. In all such contracts, the normal balance (debit or credit) shall never be
changed to the other balance until the contract is cleared.
13. CBE Birr Control Account: shall mean an account that is mirror to a trust bank account
maintained in CBE Birr system, and reflects the total value of in CBE Birr System.
14. CBE Birr Till: shall mean a number that is related to operator cell phone number and used
by agent operator in CBE birr to process various services.
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15. Core Banking: shall mean a banking system that is centralized, online and real-time
exchange which is provided by networked branches of the bank where customers may access
their bank account and perform basic transactions from networked branches.
16. Corporate Customer: shall mean a legal or an artificial person, organizations, enterprises,
associations, government offices and the like that the bank is dealing with.
17. Co-branded Cards shall mean a card that is offered by the bank based on contractual
agreement between the bank and interested organization to join efforts and launch one-card
featuring both brands for mutual benefits of both and their customers.
18. Customer: shall mean a legal person or natural person with whom the bank agrees to
conduct business.
19. Debit Card – (pay now): shall mean payment card which is used to debit from the customer
account at the time of transaction.
20. Delinquent List ( Mal-operation list) :shall mean the register held by the National Bank of
Ethiopia, indicating the names of demand deposit account holders whose cheque have been
dishonored repeatedly and whose accounts are closed by banks.
21. Diaspora Accounts: Shall mean a foreign currency account opened for Ethiopians living
abroad (who live more than one year abroad); and Ethiopians by origin but with different
nationalities that are referred as eligible Ethiopians.
22. Document Authentication: shall mean the process of checking the genuineness of
documents from the issuing organs.
23. Downloadable Channel: shall mean a type of mobile banking service that allow customer to
download CBE’s Mobile Banking Application and using smart phone apparatus.
24. Exceptions - shall mean events that are not clearly stated on this procedure but the nature of
the event is within the spirit of this procedure.
25. Floor Limit shall mean amount of money above which card transactions must be authorized,
26. Foreign-Currency Accounts: shall mean to an account in which the source of fund is
overseas and can be maintained in foreign currency.
27. Hard Limit: shall mean a compulsory and minimum balance on the float account of CBE
birr system that the agents shall retain in their account to properly perform their daily
activities.
28. Issuer (Issuing Bank): shall mean financial institution and member of International Payment
System that hold contractual agreement(s) with and issues cards to cardholder.
29. Inter Branch: shall mean a transaction on which source account and destination account are
held at different branches.
30. Magnetic Stripe (Magstripe): Shall mean a strip of magnetic material affixed to back of
card that contains cardholder’s account information.
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31. Merchant: shall mean an entity that contract with an acquirer to originate transactions and
accepts cards for payment and displaying bank’s and the issuer's logo.
32. Mnemonic: shall mean an alternative and easy means of referring the customer by inserting
the customer’s name first letter and telephone number or TIN number.
33. Mobile Money System (MMS): shall mean performing banking activities which primarily
consists of opening and maintaining mobile/regular accounts and accepting deposits;
furthermore, it includes performing fund transfer or cash in and cash out services using
mobile devices.
34. National e-Payment Switch :shall mean the National e-Payment Switch and related systems
as well as the corresponding Data Center and Network Infrastructure and procedures
operated by Ethio-pay .
35. Online Banking: shall mean an electronic payment system that enables customers of a bank
to conduct a range of financial transactions through the bank’s website. The online banking
system typically connected to or be part of the core banking system and mainly included
Mobile Banking and Internet Banking.
36. Overdraft Account: shall mean a demand deposit account from which withdrawal of money
beyond the available balance is allowed up to the maximum approved ceiling/ limit.
37. Personal Identification Number (PIN): shall mean a secret numeric password shared
between the user and the electronic payment system which is used to access the electronic
banking service.
38. Point of Sale (POS) Terminal: shall mean an electronic device used for authorizing and
processing Bank card transactions at the point of sale.
39. Prepaid Card (pay before): Shall mean type of payment card where the card balance is
loaded ahead of time from customer’s account or collecting of cash.
40. Prospect Customer: shall mean a proposed (potential) customers in which the bank assumes
to deal with business.
41. Single-Message Processing: shall mean processing methodology where transaction
authorization, clearing and settlement are facilitated through single exchange of messages
between an acquirer and issuer.
42. Smart/ Chip cards: Shall mean plastic payment cards with an embedded computer chip that
communicate information to a chip-reading device during transactions.
43. Soft Limit: shall mean minimum balance that CBE birr Agents shall maintain in their CBE
birr account to properly perform their daily activities; i.e., the balance is not retained in their
float account rather agents will be monitored and advised to keep the proper balance.
44. Switch Member: shall mean Ethio-pay member Bank operating with own or shared switch
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i. The commercial code of Ethiopia and other related laws and regulations of the
country;
ii. The relevant Directives of the National Bank of Ethiopia ;
iii. Corporate Governance Framework of the Bank;
iv. The accounting policy of the bank; and
v. Internal control framework of the bank.
a. At Head Office
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b. At District Offices
c. At Branch
Special and Grade IV Branches
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Grade II branch
At Grade I branch
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a. Manage and coordinate the overall branch management to effectively provide all front –
office services and back –office operation at the branch levels;
b. Work closely with the branch team in annual plan development , implementation, and
quality assurance;
c. Enhance the Branch’s competitive position;
d. Review and consolidate Branch budgets set by the District;
e. Plan , coach , and coordinate Branch activities;
f. Perform regular, annual assessment of all branch –related work practices and propose
improvements , where necessary;
g. Evaluate annual plans , as well as marketing plans and sales plans ,and prepare
recommendations for revisions or improvements;
h. Participate in development ,expansion and management of customer and business
relationships within the Branch , concentrating efforts in meeting customer needs;
i. Support Branch staff in developing, managing, and growing customer relationships;
j. Manage service levels against customer expectations;
k. Ensure compliance and monitoring is in place in accordance with rules , regulations, and
standards;
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a. Supervise the business activities in the branch , both banking service and credit
management;
b. Work closely with the branch team in annual plan development , implementation, and
quality assurance:
c. Continuously assess the work of the Branch business team and propose changes and
enhancements to improve the results;
d. Synchronize the work and communicate constraints and problems with the Branch
Manager;
e. Set team objectives, goals , and performance standards and facilitate team’s alignment and
goal cascading;
f. Handles cash vault dual key as needed or where the Senior Banking Operation Officer is
not permanently assigned;
g. Maintain standard service delivery time and ensure proper handling of customers ;
h. Motivate and coach the banking business officers responsible for the delivery of high
quality services;
i. Enhance the bank’s image through pro-active customer –driven servicing of their needs to
maximize customer satisfaction ;
j. Monitor service levels against customer expectations;
k. Identify quality gaps and submit reports to the Manager , Branch Quality Assurance ;
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o. Prepare and implement periodic job rotation plan for the Branch Operation staff;
p. Ensure that all Branch transactions are processed accurately and efficiently;
q. Ensure that all scheduled transactions checks and controls are carried out on time and to
high standards of accuracy;
r. Identify areas of risk and non-compliance with procedures and inform the Manager,
Branch Quality Assurance ;
s. Check and approve balance certification;
t. Approve payment of general expense items;
u. Ensure that sufficient stock of forms and stationary materials are maintained;
v. Continuously assess the work of the Branch operation office and propose changes and
enhancements to improve the results;
w. Set team objectives, goals , and performance standards the team’s in collaboration with
Branch Manager and cascade goals to all the teams;
x. Regularly appraise the work of Branch Operations staff members;
y. Synchronize the work and communicate constraints and problems with the Branch
Manager;
z. Evaluate and measure performance and takes appropriate actions;
aa. Review and consolidate Branch budgets;
bb. Conduct random control checks on task performed by the second banking service officer
(on customers ID document , and customers address verification (KYC function) -6 –eyes
–principle);
cc. Control transactions on the IFB window;
dd. Ensure all accounting responsibilities are performed timely and accurately ;
ee. Maintain a documents archive ;
ff. Perform regular, annual assessment of all branch operation work practices and propose
improvements where necessary:
gg. Evaluate the periodic plans and prepare recommendations for revisions or improvements ;
hh. Keep the Branch Manager regularly informed of trends and developments affecting branch
operations ;
ii. Provide follow –up on audit report findings related to the Branch’s Operation work ; and
jj. Analyze needs, asses the capacities of staff, and propose continuous education (e.g.
training plan, TOT, seminars).
kk. Ensures the number of sample transactions is taken for checking as per the standard
sample size;
ll. Ascertains that transactions above the self authorization limit are checked by authorizers
and no unchecked transactions on daily basis.
mm.Performs the duties and responsibilities of Senior Banking Operation Officer in her/his
absence or where there is no permanent assignment in relation to managing cash operation
of the branch.
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a. Responsible for meeting the sales targets of the branch through effective sales activities;
b. Work with Manager, Branch Business to generate sales acquisitions initiative in line with
resource mobilization ;
c. Conduct sales, map potential customers and generate sales leads and new opportunities ;
d. Support sales team members where each one contributes in his /her best possible way and
works towards the goals and objectives of the branch;
e. Must lead sales task in the most effective way with his /her team and lead to extract the
best out of each employee;
f. Facilitate the provision of efficient and quality sales service to customers as per the
standard;
g. Develop action plans and techniques in collaboration with Manager, Branch Business
necessary for achieving the sales acquisitions and sales targets ;
h. Establish enhanced selling sprit among staffs and smooth relationships with customers;
i. Ensure his /her team is delivering desired results and track their performances; make sure
each one is living up to the expectations of the branch targets;
j. Should maintain necessary sales acquisition data and records for future reference.
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k. Promote effective customers service communication throughout all levels of the banking
officers in the branch.
CHAPTER TWO
CUSTOMER ACQUISITION AND SELLING OF CBE PRODUCTS AND
SERVICES
[
a. Ensures effective customer acquisitions are actively carried by performers to sell different
products and services;
b. Monitors sales campaign events as per the timescale communicated from sales resource
mobilization and evaluating their success;
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c. Assigns dedicated space/ area with all necessary office equipments and furniture’s to sell
products and services for new customers;
d. Ensures that the branch is appealing and attractive for customers to sell products and
services;
e. Assigns officers from his /her team to establish daily sales data base or to register prospect
customers on system or developed formats from the resource mobilization unit;
f. Assess overall sales performance regularly in collaboration with his /her team members;
g. Coordinates the branch sales team to work regularly to exploit the opportunities in the
business area;
h. Carries out marketing research periodically and update business changes in the area in
collaboration with other nearby branches to promote selling of services and products;
i. Reports weekly, monthly and quarterly customer acquisitions, sales and deposit
mobilization status of the branch against the target to the Branch Manager.
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Customer ID shall be created if only the customer don’t have Customer ID in the bank to avoid
duplication. If a customer has different existing IDs, merging is possible at any branch.
Customer IDs to be merged shall be verified and make sure that the customer has confirmed
same thereof (Refer Form No. CBEBBF001)
b. Ensure eligibility criterion are fulfilled , all required documents are collected from the
customer as prescribed on the Customer Classification, Products, Services Features Booklet
(Refer annex 1) and do one the following steps;
1. Provides pre-printed application form along with terms and conditions (Refer Form
No. CBEBBF002) and guide on how to fill fields along with signature;
2. Checks the mandatory and other fields are properly filled and signed by the customer;
3. Inserts required information to the core banking system from the filled and singed
application form and;
1. Interviews and inserts required information on EDRMS and prints system generated
application form;
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2. Provides the printed application form to the customer to confirm the accuracy of the
information and to fill the remaining information and;
3. Attaches the printed application with terms and conditions and makes the customer
sign for acknowledgment;
c. Attests the thumb print for blind or illiterate customers who are unable to sign and affixes a
rubber stamp that reads “signed before me” or writes the word “signed before me” along with
her/his initial;
d. Requests two witnesses one from the bank and the other from customer side for blind
customers who uses thumb print as a signature. If the customer is unable to present a witness
from his side the Banking Business Officer, other than the transaction processing officer,
will become a witness for the customer side.
e. Takes customer’s finger print through Bio-metrics device and takes customers picture by
using digital camera configured with system ,if available and attach to the account details;
f. Checks proper Mnemonic is generated for new customer Id creation but if customer ID is an
already existing only updates customer information;
h. Forwards the application form and customer’s identification card for authorization of
customer ID creation to Senior Banking Business Officer;
a. Ascertains that the name of the customer requesting to open an account does not appear on
the mal-operation list for demand account;
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The customer can lodge account opening request either of the following ways:
b. At Conventional Payment at the Head Office for opening of more than one account in
different branches and opening of ECX and Government accounts; in either ways, a
performer shall ensure that account opening process comes after customer ID is created.
g. Subscribes the customer for SMS alert privilege by checking the validity of the telephone
number filled by the customer which is mandatory;
h. Fills out the necessary particulars on the passbook and attaches the photo if digital camera is
not available to take a photo;
i. Scans the application form, terms and conditions, authenticated documents on the core
banking system and forwards documents to Senior Banking Operation Officer/ Banking
Operation Officer OR scan all documents on EDRMS (customer on board system) and
gives back the original application form to the customer as appropriate;
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j. Collects initial deposits , posts transaction ,gives deal slip and passbook;
l. Balances her/his cash on a half day and end of the cash hour and hands it over to the Senior
Banking Operation Officer assigned to handle cash.
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f. Writes the system generated account number on the deposit slip, cheque requisition form
and on the application form;
g. Explains and sells to the customers about card banking, online banking or CBE birr services
as appropriate ;
h. Subscribes the customer for SMS alert privilege by checking the validity of the telephone
number filled by the customer which is mandatory;
i. Collects cash or cheque to be deposited, posts transaction and give deal slip;
j. Makes the customer fill cheque requisition form (Refer Form No. CBEBBF003) and
forwards to Senior Banking Business Officer for cheque preparation;
k. Scans the application form, terms and conditions, authenticated documents on the core
banking system and forwards documents to Senior Banking Operation Officer/Banking
Operation Officer OR scan all documents on EDRMS (customer on board system) and gives
back the original application form to the customer as appropriate;
l. Forward all vouchers to Senior Banking Business Officer and;
m. Balances her/his cash on a half day and end of the cash hour and hands it over to the Senior
Banking Operation Officer assigned to handle cash.
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b. Provides fixed time deposit contract form (Refer Form No. CBEBBF004), helps the
customer to fill it, prepares certificate. If there is no account, forward to Banking Business
Officer to open an account. If the customer has already an account, forward to Junior
Officer to maintain fixed time contract on the system;
c. Requests the customer to sign on the registered copy and deliver the certificate of time
deposit and the customer advice;
d. Sets the next agreed period on the system if the customer agrees a principal rollover and the
bank accept her/his request upon maturity;
e. Collects old certificate of deposit, issues a new certificate for the remaining balance after
signing the contract and amends the certificate number on the system if the customer
requests partial withdrawal before maturity.
Junior Officer:
a. Creates a new fixed-time deposit contact in the system; and incorporates debit account,
principal liquidation, interest liquidation accounts that are used at time of maturity;
b. Forwards the application form, the registered copy and the debit advice to Customer
Service Manager –sales for custody and follow up.
Foreign currency deposit accounts, Diaspora accounts, foreign retention accounts shall be
opened at International Service Special Branch and permitted branches based on eligibility and
required document check list (Refer Annex 1).
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The duties, responsibilities and steps to follow for a performer to open an account and maintain a
contract record are same as above stated in 2.2 to 2.3.
The steps to customer ID creation, account opening process and duties and responsibilities for
a performer is same as conventional banking based on eligibility criteria and required documents
(Refer annex 1) and as per the IFB Branch Banking procedure.
a. Ensures that all documents presented for account opening are authenticated except for:
i. Saving account opened for teen-youth.
ii. Customers request to open additional account and if the required documents is
already authenticated.
iii. Accounts opened by letter for employees of corporate customers for salary or
provident fund account.
v. Any other accounts opened as per the arrangement between the Bank and the
institution.
b. Ensures document authentication process for new accounts opened are done within 15 days;
c. Ensures that document authentication requests other than same city branches are done
properly;
d. Assigns Banking Operation Officer to print documents from the scanned customer record
or copy from the mandate file, prepares cover letter, and authenticate the documents from the
issuing organ within 15 days;
e. Changes accounts status from unauthenticated accounts to active account for those which
documents are authenticated from the issuing organ.
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a. Extracts all daily opened account lists from system and reconcile against scanned document
on EDRMS;
b. Checks that all the required documents are attached to opening application form or scanned
properly on the EDRMS system;
c. Prepares covering letter to be signed by the Manager Branch Operation and sends the
documents for authentication immediately to relevant organs;
d. Follow-up that all authentication for accounts opened are responded within 15 days;
e. Forwards the document to Manager Operation Team for posting restriction on account and
reporting to nearby police station if the document is found counterfeited;
f. Collects authenticated documents from issuing organs and forward to Banking Business
Officer for scanning;
c. Forwards the documents to Senior Banking Business Officer for checking and
authorization.
a. Receives the scanned authenticated document, checks its scanning to the proper account;
b. Marks on the authenticated documents as “checked and scanned”, sign and forward to
Senior Banking Operation Officer/Banking Operation Officer.
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b. Checks all required documents are attached to the opening form OR scanned to the
EDRMS as the case may be;
c. Checks new opened account’s document are authenticated within the stated period by the
assigned Banking Operation Officer;
d. Attaches the authenticated documents to the customer opening application form and keep
under his/her custody when EDRMS system is not implemented OR discard
authenticated and scanned documents in the case of using EDRMS;
e. Identifies and reports discrepancies ,if any ,found in the opening process to the Manager
Branch Business for correction and copy to Manager Branch Quality Assurance for root
cause identification on weekly basis;
f. Follows unauthenticated documents of new accounts beyond 15 days, generates report
and forwards to Manager, Branch Operation;
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a. Receives and keeps PINs in safe custody and contacts customers to collect cards immediately
after receiving from Customer Service Manager-Service;
b. Delivers PINs to customers against signature on PIN delivery register book;
c. Authorizes card-account associated on the core banking system and validating immediately
after PIN delivery to the customer and;
d. Guides the customer practically how to use the card on the ATM and POS and enhance the
activation process.
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a. Explains about the features and benefits of pre-paid cards to the customers;
b. Sales pre-paid cards using sales form to the customer and guides the customer in filling
the form;
c. Collects cash or debit customer’s account for sum equivalent amount of the value of the
card;
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d. Forwards pre-paid card sales form and deposit advice to Manager Customer Service-
Service.
a. Receives and checks pre-paid cards PINs in sealed envelope from the Manager
Customer Service –Service and keeps under his/her custody ;
b. Checks on the pre-paid card sales form that the pre-paid card and PIN matches ;
c. Verifies and delivers PINs to the customer against signing on pre-paid cards and PINs
register book;
d. Forwards card sales forms/application form/ to Senior Banking Operation Officer.
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f. Scans the signed application form, attach to the customer record on the EDRMS system and
gives back the original to the customer OR forwards application to Senior Banking
Operation officer.
a. Explains the feature and benefit of internet banking service to the customer;
b. Recruits potential individuals/organizations for personal and Corporate IB services
respectively;
c. Receives official letter of request for corporate IB service stating the authorizer, in-putter and
administrator;
d. Registers the customer record on the system or amend the customer record if it is existing;
e. Makes the customer sign on the application forms and IB terms and conditions (Refer
Form No.CBEBBF005) and (Refer Terms & Conditions No.CBEBBTC002);
f. Identifies the customer and verifies the signature on the application form against the
signature on the system;
g. Scans the application, attaches to the customer record on the EDRMS system and give back
original to customer;
h. Register on T-24 system, proxy service arrangement and user arrangement ID for corporate
IB users and proxy arrangement and user ID for personal IB users.
a. Delivers the internet banking User ID and User Manual/Guide to the Corporate
customer/user;
b. Advices the IB users to download soft token for smart phones or Internet banking portal for
personal computer for activation and transaction authentication; or issues hard token to the
customer and forwards user guide for token activations;
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c. Checks and authorizes IB users in the system and defines signatory mandate and user
privilege (for Corporate IB users only) by checking all requirements and the details in the
application form have been correctly completed;
d. Collects and confirms number of hard token for new or replacement from Card
Management Team and keeps in a safe custody until issuance to the customers/users;
e. Delivers the pocket Token and user Guide to the customer/users against signature on the
register book.
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e. Opens the account in CBE Birr system using customer mobile number and assist the
customer to activate the account.
Senior Banking Business Officer
a. Checks and approves agent registration after verification of the documents and writes agent
ID /shorts code/on the application form;
b. Requests the agent to establish initial float for agent banking transactions;
3.1.3.1Merchant Recruitment
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a. Receives the POS application and relevant documents from the Customer Service Officer;
b. Opens account in the name of the merchant as per the account opening procedure if the
merchant doesn’t have an account in its trade license;
c. Scans the application form and agreement on the EDRMS and gives the original application
and agreement to the customer OR attaches relevant documents and agreement to the POS
application form and forwards to Manager Customer Service-Sale.
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a. Requests terminal ID from District Resource Mobilization Team after recruitment and
contract signing processes are finalized; and
b. Authorizes terminal IDs association with the merchant account on core banking system;
a. Checks application (Card and POS, on-line banking, CBE Birr) details are filled correctly
and fulfillment of required documents on scanned documents on EDRMS system OR
physical document;
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b. Keeps custody of application forms and other relevant documents under his/her custody
where the EDRMS system is not implemented;
c. Checks the balance of PINs and Cards; reports for any discrepancy on her/his regular stock
management report to the Branch Manager.
d. Checks cards received from Card Management Team against the list;
e. Identifies and reports discrepancies ,if any ,found in selling of alternative channels to the
Manager Branch Business for correction and copy to Manager Branch Quality Assurance
for root cause identification on weekly basis; and
f. Ensures delivery of the original application form to the customer after scanning where
EDRMS is implemented.
a. Explains the features and benefits of Muday banking service to target customers such as
petty traders, semi-skilled workers, small holding farmers, shoe polishers and other similar
individuals who wish to save money;
b. Opens a Muday bank saving account by providing the account opening application form to
the customer (Refer Form No. CBEBBF002) or associate with existing saving accounts if
the customer has an account;
c. Provides Muday service agreement for customers and help them to understand and sign on
the contract/agreement. (Refer Agreement No. CBEBBA004)
d. Forwards Muday application form to Senior Banking Operation Officer for delivery of the
Muday box.
a. Approves the account creation on the system and verifies the agreement;
b. Keeps custody of boxes by receiving from Manager, Branch Operation and hands over to
customer by making her/him sign on the register book; retains the reserve key with her/him;
c. Hands over one key to Senior Banking Operation Officer that is responsible to open box
when customers make deposit and reserve key to Manager ,Branch Operation; and
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d. Reviews monthly customer’s account performance and ensures the customer make deposits
as per the agreement.
Manager, Branch Operation;
a. Ensures the existence of optimum stock of Muday box and properly registered; and
b. Hands over one key to Senior Banking Operation Officer and keeps the reserve under
his /her custody after labeling and registering on the stock register book.
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i. Takes action as per the contract agreement if the annual rent is not collected and inform
the customer by the address;
j. Opens the safe deposit box in the presence of Branch Manager and Court official as per
commercial code Art 923(2) who will make an inventory of the contents of the Box, and
the contents will be kept in a vault or safe of the Bank until final ruling by the court is
made for the reason stated on the safe deposit box agreement;
k. Facilitates and issues visiting format to be filled by the customer and verifies the
customer against his signature and details;
l. Checks whether the customer have the appropriate key to open the safe deposit box;
m. Escorts the customer to the safe deposit box and leave her/him for an average of 15
minutes with safe deposit box to deposit/withdraw the items;
n. Sets a standing instruction in the system for collecting safe box rent annually; and
o. Follows-up monthly unexecuted standing instructions due to insufficient fund in
connection with safe box rent and informs Senior Banking Operation Officer to take
action as per the contract agreement.
Junior Officer
guard.
Branch Manager
a. Receives debit instruction from the customer for total net salary and related charges as per the
terms and the tariffs;
b. Forwards the instruction letter to Junior Banking Operation Officer for upload/posting
to respective accounts; and
c. Authorizes the transaction.
Junior -Officer
c. Informs customers about the service and that passport registration fees and service charge;
d. Makes the customer to open an account in CBE as per the bank’s procedure, if the customer
don’t have account in any CBE branches; if the customer is not willing to open an account,
creates the customer as prospect and proceeds the passport registration;
e. Insert /capture all relevant information of the customers such as type of passport, priority and
address on EDRMS Passport registration menu;
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f. Captures photo and signature of the customer using digital camera and signature pad, if
available;
g. Scans all document such as ID, Payment receipts and other relevant documents to our
system and make them ready to send to immigration office via system;
h. Debit newly opened or existing customer’s account and credit immigrations office account
using fund transfer;
i. Print customers advice /service request payment receipts, with attached “Barcode” that is
collected from the immigration office;
j. Communicate the customer when and at what time he/she shall collect the passport from the
immigration office; and
k. Branches shall send passport request customer’s registration information to immigration
office and the bank as required;
a. checks all the information inserted on the system is complete and correct;
b. checks picture taken and inserted on the system is clear and visible;
c. Authorize the passport registration and ensures the data captured is transferred to
immigration office;
d. Checks appointment date to receive the passport is given by Banking Business Officer.
The Senior Banking Operation Officer shall perform the following in relation to checking of
documents in selling of banking services:
a. Receive service request application and the respective agreements from the performers;
b. Check the contents of the contract are properly filled, signed by the customer and performers;
c. Identify and reports discrepancies, if any, found in selling of services to the Manager
Branch Business for correction and copy to Manager Branch Quality Assurance for root
cause identification on weekly basis; and
d. File the source documents under his/her custody where EDRMS is not implemented.
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CHAPTER THREE
COLLECTION
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k. Hands over the whole cash except the loose ones (i.e. less than one hundred leaves of each
denominations) at half-day and end of day closing to the Senior Banking Operation Officer.
a. Receives travel documents (passport and air ticket) and verifies the signature on the letter of
application;
b. Posts the entry and collects the local currency equivalent in cash or debits from the
customer’s account;
c. Pays the balance in foreign-currency notes or issue foreign draft or transfer through SWIFT
to the customer as the case may be;
d. Writes the permit-reference number generated by the system on letter of the application;
e. Surrenders foreign and local-currency notes to the Senior Banking Operation Officer after
balancing the day’s cash transaction; and
f. Hands over the application and tickets to the Senior Banking Business Officer for
authorization with their authorization limit.
Senior Banking Business Officer
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a. Receives the travel documents and the application form from Banking Business Officer and
checks that the request is approved by Customer Service Manager-Service;
b. Writes the amount sold and air ticket number on the passport and put the banks stamp; and
c. Authorizes the transaction and hands over the pertinent documents to Senior Banking
Operation Officer for documentation;
a. Receives and identifies types of foreign-currency notes and ensures that it is genuine using
detecting machines/markers;
b. Posts the currency, the amount, name of the customer and phone number on the system;
c. Prints a deal slip in two copies and ensures the customer signs on deal slip;
d. Writes down the FCY note serial number on the generated deal slip if the purchased FCY
denomination is 50 and above;
e. Pays to the customer equivalent birr and give one copy to the customer as a receipt and
forward the deal slip to Senior Banking Business Officer for authorization; and
f. Surrenders the foreign-currency notes to Senior Banking Operation Officer after balancing
the day’s cash transaction.
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a. Receives money transfer application form (Refer Form No. CBEBBF013) from individual
customers OR Letter of fund transfer/payment instruction form (Refer Form No.
CBEBBF012) from the Customer Service Manager-Service;
b. Verifies the signature for transfer to be made from the account;
c. Checks the details on the application form are properly filled, posts the transaction either by
collecting cash or by debiting the customer’s account including service charges;
d. Hands over the deal slip to the remitter by keeping its confidentiality and informs the
customer to tell security number, test question and answer to the beneficiary; and
e. Balances the cash at the end of the half day/end of business day and deliver the cash to the
Senior Banking Operation Officer.
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d. Receives the draft from Customer Service Manager-Service and gives to the customer,
after the customer sign on the back of the file copy;
e. Inserts MT-103 detail into the system and forwards it to the Senior Banking Business
Officer if the transfer is made via SWIFT;
f. Balances her/his cash at half day /end of day closing against the system and delivers the cash
to the Senior Banking Operation Officer.
a. Collects the cheque/ Bankers’ Cheque from the depositor and checks the proper presentation,
authenticity and completeness of the cheque/ Bankers’ Cheque;
b. Verifies the signature, checks the endorsement and posts both debit/credit transactions on the
system;
c. Affixes his/her crossing stamp on the face of the cheque / bankers’ cheque;
d. Posts the transaction and forwards for authorization to Senior Banking Business Officer if the
transaction amount is above her/his limit; and
e. Prints the deal slip, puts his/her stamp, signs on it and delivers to the customer.
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Other bank cheques or bankers’ cheques can be accepted for deposit on collection basis on any
online CBE branches within the same city where the NBE cheque clearing system is
implemented and the accepting branch shall process through cheque clearance system.
Junior Officer
a. Collects the cheque /bankers’ cheque from the depositor together with the filled-in deposit
slip (Refer No. CBEBBF0015);
b. Checks the completeness of the cheque /bankers’ cheque;
c. Ensures that the particulars filled in the deposit slip are identical with those on the cheque /
bankers’ cheque received for deposit;
d. Affixes a crossing stamp on the face of the cheque / bankers’ cheque, puts a stamp “accepted
for deposit pending for clearance” on the back of the cheque, on the receipt of deposit slip
and then puts her or his initials on all documents;
e. Hands over the receipt/advice to the depositor after putting thereon her/his initials;
f. Sorts the cheques / bankers’ cheques by bank and cross-checks it against the total run-up of
the deposit slips;
g. Scans cheque/bankers’ cheques and captures its images in the scanner interface system or
Cheque Truncation system;
h. Fills all the required data in the fields; such as Bank Identification Code (BIC), name of
branch, drawer account number, account name, cheque number, amount, payee account
number and payee account name;
i. Forwards the scanned payment instruments to Senior Banking Business Officer for
checking and authorization; and
j. Dispatches the cheques to Conventional Payment Team at the Head Office for delivery to
representative of each drawer bank until physical movement of the cheque stopped by the
NBE (until full truncation is implemented).
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d. Authorizes the cheques/bankers’ cheque and forward to Junior Officer for dispatch.
Junior Officer
a. Collects the cheque/Bankers’ cheque from the depositor together with the filled-in deposit
slip;( Refer Form No. CBEBBF015)
b. Checks the completeness of the cheque /Bankers’ cheque;
c. Ensure sthat the particulars filled in the deposit slip are identical with those on the cheque/
Bankers’ cheque received for deposit,
d. Affixes a crossing stamp on the face of the cheque / bankers’ cheque, put a stamp “accepted
for deposit pending for clearance” on the back of the cheque, on the receipt of the deposit slip
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Collection of other bank cheque/ banker’s cheque shall be entertained on the base branch where
the account is maintained so as to perform proper KYC on the customer.
Junior Officer
a. Collects the cheque / Bankers’ cheque from the depositor, together with the deposit slip;
(Refer Form No. CBEBBF015)
b. Checks the completeness of the cheque / Bankers’ cheque;
c. Ensures that the particulars filled in the deposit slip are identical with those on the cheque
/ the Bankers’ cheque received for deposit and it has been signed by the depositor;
d. Collects service charge as per the terms and tariffs of the bank;
e. Affixes a crossing stamp on the face of the cheque / bankers’ cheque, put a stamp
“accepted for deposit pending for clearance” on the back of the cheque, on the receipt of the
deposit slip and puts her/his initials on all documents;
f. Hands over the receipt/advice to the depositor after putting thereon her/his initials;
g. Prepares MT-103 attachment designed for Special cheque clearance and sign on it; (Refer
Form No. CBEBBF037)
h. Forwards to the Senior Banking Business Officer for co-signing;
i. Sends for clearance by messenger to the respective bank branch;
j. Keeps the signed copy of the originating bank for follow up of acknowledgment of the
receipt; and
k. Authorizes the incoming MT-103 message on the system when they respond if message is
correct, or amends message and authorizes.
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accounts with CBE and other foreign bank cheques which are acceptable for payment;
b. Checks the name of the beneficiary/payee, the period of the cheques validity (five months
from the date on which it was issued), the issuing bank and the bank where the cheque is to
be drawn and sends it (the cheque) to Senior Banking Business Officer;
c. Checks whether any stop payment order was made or not; by using online access or consult
International Banking Service Operation when there is no access;
d. Receives the cheque deposit slip and the cheque; (Refer Form No. CBEBBF015)
e. Checks proper endorsement, affixes a crossing and ‘accepted for collection’ stamp to prevent
double payment and signs on it;
f. Registers the dates on which the cheque was drawn, received and settled, the name of the
beneficiary/payee, the cheque number, the name of the bank on which it is to be drawn, the
type and amount of the currency (foreign and local);
g. Credits the amount of money on the cheque to customer’s account/pays cash if it is within
her/his payment-authorization limit, otherwise forwards to the Senior Banking Business
Officer for authorization and gives the copy of the deposit slip to the customer; and
h. Forwards the cheque together with a covering letter and the exchange control copy to the
Banking Operation Officer for further checking and dispatching thereof to International
Banking Service Operation.
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d. Follows-up on the settlement of the outward bill purchased/the outward bill sent for
collections;
e. Requests to return the uncollected items remain outstanding for more than three months from
correspondent bank to which the cheque was dispatched;
f. Retain undertaking letter from the customer stating that to refund the proceeds of the cheque
and its related charges when the cheque is uncollected and returned back; and
g. Settles OBP on the system upon receipt of settlement advice from correspondent banks.
Junior Officer
a. Accepts the instrument with a valid ID card and checks the particulars written on the cheque;
b. Assists the customer to fill out the deposit voucher, (Refer Form No. CBEBBF015) puts
her/his initials on the voucher after stamping “Accepted for collection” and affixing a
crossing stamp;
c. Assists the customer to endorse the cheque by affixing thereto her/his signature;
d. Passes the cheque on to the Banking Operation Officer, together with the deposit voucher,
for the preparation of the OBC foreign; and
e. Signs on the OBC ticket and forwards it to the Banking Operation Officer for co-signing.
c. Authorizes the transaction which is not automatic for Birr above 50,000;
d. Amends the transaction if the discrepancy is minor and the branch has prior knowledge of
incoming transfer; and
e. Forwards the MT103 message to Senior Banking Operation Officer for documentation.
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d. Balances the cash and hands over the cash at the end of the day to the Senior Banking
Operation Officer after returns back to the branch.
a. Counts and receives cash from Banking Business Officer after balancing; and
b. Ensures no cash shall left in the safe cash box of the Banking Business Officer;
ii. Collections in the form of cheques/Account to Account transfer
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a. Monitors the branch’s POS and ATM machines regular functionality placed at merchant sites
in relation to collection and resource mobilization;
b. Assists the merchant’s cashiers in operating the machine while the customers are using their
cards on POS;
c. Provides regularly broachers, user guideline, stickers and location identifiers by requesting
Manager Branch Operation; and
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d. Compiles visit reports and escalates problems on POS and ATM machines to Manager
Branch Business for immediate solution.
Junior Officer
a. Receives the foreign currency transactions made by POS terminals from Banking Operation
Officer and transfers to retention accounts A and B respectively;
b. Transfers the FCY amount maintained in retention B account to the merchant’s Birr account
after every 28 days by applying the prevailing rate; and
c. Forwards the transaction to the Senior Banking Business Officer for authorization.
a. Demonstrates how to use mobile banking and internet banking on how to receive payment
from their customers 24 hour in a day ,7 days in a week and 365 days in a year(24/7/365);
b. Gives user guideline to the customers on how to operate the service independently; and
c. Refers customers to reset their password to Senior Banking Business Officer at branch
premises OR guides them to contact customer contact center using 951.
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b. Checks the functionality of the channels and if there is a problem, escalate to call Center;
c. Encourages all the team members to create awareness for customers on alternative channels;
d. Creates customer awareness to monitor of his/her account online and to review monthly
statement on a regular basis when issuing debit card; and
e. Informs the customer to report any suspicious or unauthorized transactions activity when
discovered;
CBE birr customers, Agents, Merchant and Top agents can deposit cash into its account found in
the CBE birr system in any nearby CBE Branches.
a. Check and approves creation of e-money after verifying the transaction amount within
her/his authorization limit; and
b. Forwards the source document to Senior Banking Operation Officer for documentation.
3.4 Collection for Tax/Utility Payments
The integrated electronic payment system allows tax payers to pay their declared tax from
conventional and alternative channels.
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a. Checks the instruction documents and the system are properly filled;
b. Check and authorizes the transaction immediately;
c. Views the tax paid transactions and checks the NBE status and contacts Conventional
Payment at Head Office; and
d. Forwards the documents to Senior Banking Operation Officer for documentation.
The Senior Banking Operation Officer shall perform the following activities in relation to
collection process:
a. Receive all the source documents from the performers for all transactions completed in a
specific business day for documentation;
b. Ensure that all the received number of tickets are agree with the number of transactions
processed on the system;
c. Check the correctness and the completeness of the collection documents and posting
transactions in the system in a sample bases for self authorized transactions;
d. Check self reversed and deleted transaction made by performers by extracting the log report
from NG screener;
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e. Identify and reports discrepancies ,if any ,found in the collection process to the Manager
Branch Business for correction and copy to Manager Branch Quality Assurance for root
cause identification daily; and
f. Keep custody of documents related to collection process where EDRMS system is not
implemented.
.
CHAPTER FOUR
PAYMENT SERVICES
4.1. Payment through Conventional Channels
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approves the withdrawal by writing the word “ok without passbook” on the face of the
voucher when the customer can not present the passbook;
c. Assists the customer to put his/her thumb print on the Bio-Metric device for system
verification; if the branch has the device;
d. Makes the transaction in the presence of two witnesses, if the customer is a blind, one of
whom should be Banking Business Officer or the Senior Banking Business Officer who is
not processing the payment, and the other should be from customer side, when the customers
can not present a witness, the Manager Branch Business will act as a witness;
e. Attests thumb print by either writing on hand the phrase “Signed before me” or using rubber
stamp and putting her/his name and initials if the specimen for the account is received by
thumb print;
f. Ensures the name and the account number written on the voucher against the passbook and
the system are similar;
g. Identifies the customer against the scanned /digital photo, verifies the signature of the
customer on the voucher against the scanned signature;
h. Ensures data requirements of Ethiopian Financial Intelligence Center are properly inputted
in the system before authorization;
i. Forwards the documents for authorization to the concerned Senior Banking Business
Officer if it is not within her/his payment authorization limit;
j. Witnesses’ payment request of customers who are unable to come to the branch by making
her/him to sign on the voucher in front of him and ascertaining his/her consciousness;
k. Posts the transaction and pays the specified amount of money on the withdrawal voucher to
the account holder by recording the denominations into the system. Payment is made
depending on the customer’s preference after the transaction is authorized;
l. Affixes stamp on the face of the withdrawal voucher, put initials on the voucher and update
the passbook with initial;
m. Delivers the passbook to the customer together with requested cash;
n. Passes the voucher to the Senior Banking Operation Officer immediately for
documentation after the transaction has been completed; and
o. Balances her/his cash at half day and end of day closing against the pertinent data on the
system and surrenders it to the Senior Banking Operation Officer.
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This account shall be debited either to recover cash shortage while performing daily transaction
as evidenced by Senior Banking Operation Officer report, or one year after the staff is
transferred into another post or terminated employment contract.
Banking Business Officer
a. Receives the withdrawal voucher (Refer Form No. CBEBBF019)from the staff and checks
that all the particulars in the withdrawal voucher are properly filled out;
b. Forwards the documents to the Manager Branch Business regardless of the amount to
authorize the transaction;
c. Posts the transaction and pays specified amount of money on withdrawal voucher to the
concerned staff by recording denominations into the system after the transaction is
authorized;
d. Affixes stamp on the face of the withdrawal voucher and put his/her initials; and
e. Passes the voucher to the Senior Banking Operation Officer immediately for
documentation after the transaction has been completed.
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b. Determines whether the request is intended for the credit of the customer’s own local
currency account, or make payment to another party, or transfer the money in foreign
exchange abroad for payment of imports or other services; and
c. Forwards the request to the Banking Business Officer for transaction processing.
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voucher/cheque;
iii. Requests the customer to present a renewed ID and retain the photo copy, and identifies the
customer at the back of the withdrawal voucher/cheque;
iv. Identifies the customer against the scanned photo, verifies the signature of the customer on
the voucher/cheque and posts the transaction;
v. Puts his/her Banking Business Officer stamp at the face of the withdrawal
voucher/cheque;
vi. Forwards the documents to Senior Banking Business Officer for authorization regardless
of the amount; and
vii. Returns passbook, ID card and pays the amount to the customer.
Payment requests from unauthenticated saving accounts shall be entertained in all online
branches as per the limit set on transaction limit. However payment request on unauthenticated
saving account above the limit set under section 5.1 and any payment request on unauthenticated
current accounts shall be entertained only in the base branch based on the following steps:
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application letter for current account with ID cards, and approves the withdrawal by writing
the word ‘ok for being unauthenticated account’ on the face of the withdrawal
voucher/written payment request; and
e. Authorizes the transaction and forwards the payment document to the Senior Banking
Operation Officer for documentation.
Banking Business Officer
a. Checks the withdrawal voucher/payment request form is properly filled out and approved
by Senior Banking Business Officer stating the word ‘ok for being new account’ and
signature appears on the face of the withdrawal voucher/payment request form;
b. Requests the customer to present a renewed ID and retains the photo copy, and identifies
the customer at the back of the withdrawal voucher/payment request form;
c. Forwards the documents to Senior Banking Business Officer for authorization; and
d. Returns the ID Card, pass book and pays the amount to the customer;
LMTS payment originated by any branch or through alternative channels shall be paid to the
beneficiary at any networked branch including for branches located in the same city.
Banking Business Officer
a. Receives the filled out LMTS payment form (Refer Form No. CBEBBF020) and
Beneficiary’s ID from the customer;
b. Checks the genuineness of the beneficiary’s ID, insert the security number and checks the
test question answer, the name of the remitter and amount against the system;
c. Inserts the customer’s ID number, name of issuing organ or office, issue date, expire date,
and Tel number into the system;
d. Generates the ticket from the system and makes the customer signs on it (the ticket). In case
of blind customer, takes the customer thumb print in the presence of two witness one from
the bank officers and the other from the customer side, if the customer is unable to present a
witness from his/her side, the Senior Banking Business Officer shall sign as a witness and
affixing thereto a rubber stamp that reads “Signed before me.” and make sign on it;
e. Creates awareness about the bank’s products and services and cross sell; and
f. Effects payment to the beneficiary/payee after authorization as per the authorization limit.
Otherwise, the transaction should be directed to the Senior Banking Business Officer for
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authorization.
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b. Authorizes the payment within her/his authorization limit and approves the new outgoing
LMTS.
c. Forward the source document to Senior Banking Operation Officer for documentation.
When the remitter lost the LMTS Security number, she/he should report the case to the
originating branch to reissue security numbers and can request payment by following the same
step as indicated on payment from LMTS or resends it again.
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a. Ensures that the request is made by individual account holder customers or his/her legal
agent who have a power to operate the account only;
b. Delivers to fill the account to account format (Refer Form No. CBEBBF012) designed for
this purpose to individual customer account holder;
c. Verifies the signature and posts the transaction as per the request and forwards to the Senior
Banking Business Officer for approval; and
d. Delivers the deal slip to the customer.
a. Ensures that the request is made by individual account holder customers or his/her legal
agent who have a power to operate the account only;
b. Checks the request after ensuring the signature verification was made;
c. Authorize the transaction and hands over the format to Senior Banking Operation Officer
for documentation.
ii. Payments made to Accounts Maintained in other Banks
a. Receives the instruction from the individual customer to transfer the fund from her/his
account maintained with the branch to other bank branch;
b. Checks all the particulars in the letter of application or the format designed for the purpose
(Refer Form No. CBEBBF018);
c. Forwards the letter of request to Junior Officer for verification and further processing;
d. Receives the letter of instruction after posted by the Junior Officer, checks all the particulars
on the transaction are inserted correctly and authorizes the transaction on the EATS menu
and;
e. Forwards the letter of request to Senior Banking Operation Officer for documentation.
Junior Officer
a. Receives the letter of instruction from Senior Banking Business Officer;
b. Inserts the particulars on the mandatory fields ‘Input MT103 Outward Remittance’ menu;
c. Ensures the inputted transaction details are correct;
d. Writes ‘posted’ on the instruction letter and sign on it; and
e. Forwards the instruction letter to Senior Banking Operation Officer for authorization.
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c. Hands over the documents to Senior Banking Operation Officer for documentation.
ii. Payment Using Letter of Payment Instruction
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authorization.
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a. Receives the application form filled by the customer’s (use the standard format designed for
specific MTO or use (Refer Form No. CBEBBF020) and the ID from the customer;
b. Logs into the MTO’s application and search the record using the Security Number, checks
that the beneficiaries’ name, Remitter name, Test question and answer(if any) are agreed with
the system and the application form;
c. Forwards the customer application to Senior Banking Business Officer for MTO’s not
directly accessed by the branch;
d. Inserts the customer’s address, ID number, the name of issuing organization or office and the
date issued in to the system. Generates the ticket from the system and makes the customer
signs on it;
e. Explains the beneficiary about variety of saving products to open an account if the customer
has no prior account or aware to save at time of payment to enhance deposit mobilization
process;
f. Takes the blind customer thumb print in the presence of two witnesses; one from the bank
officers and the other from the customer side. If the customer is unable to present a witness
from his/her side, the Senior Banking Business Officer shall sign as a witness and affixing
thereto a rubber stamp that reads “Signed before me;”
g. Effects payment to the beneficiary/payee by debiting the appropriate account on T24
application after authorization; and
h. Hands over the documents to Senior Banking Business Officer for authorization.
a. Receives the customer ID the foreign remittance application, the print out and ensures that
the transaction is correct;
b. Checks , authorizes and co-signs on the cash-payment ticket within her/his authorization
limit;
c. Ensures that necessary efforts have been made by Banking Business Officer while making
payment to the beneficiary that she/he has been aware to open an account or to make a
deposit from the payment proceeds;
d. Collects the customer application form from the Banking Business Officer and
communicates IRM District Support Team for MTOs not directly accessed by the branch;
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and
e. Hands over the documents to Senior Banking Operation Officer for documentation.
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was lost and the request is presented only in the branch where the banker’s cheque is issued;
b. Ensures that the request is signed by the applicant and sealed with an official stamp for
corporate customers;
c. Stops/restricts the Bankers’ cheque in the system;
d. Receives explicit consent from the purchaser and undertaking from the payee to safeguard
interest of the Bank as well as the purchaser or vice-versa in case of any future eventualities;
e. Requests the presenter (the purchaser or the beneficiary) to write additional letter of request
stating reason for the delay/expiry;
f. Encloses any other additional supporting documents as and when necessary;
g. Forwards the approved letter of request and undertaking to the Banking Business Officer for
processing;
h. Receives back the documents and transaction ticket from Banking Business Officer;
i. Checks, approves the transaction within his/her limit and otherwise forward to Branch
Manager for approval; and
j. Hands over the documents to the Senior Banking Operation Officer for documentation.
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Junior Officer
a. Receives the cheques/Bankers’ cheques from the Banking Operation Officer for further
processing (in the absence of cheque truncation system);
b. Checks the genuineness and the completeness of the cheque;
c. Authorizes the transaction on the EATS within his/her limit, otherwise, forwards to Senior
Banking Business Officer for authorization beyond his/her limit, if the transaction and the
cheque are correct; and
d. Rejects the transaction on the system and forwards the rejected cheque to Banking
Operation Officer for returning to EATS before standard time is elapsed.
Junior Officer
a. Receives the CBE cheque/banker’s cheque with MT-103 attachment designed for Special
cheque clearance;
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b. Verifies other banks signature and authenticates the cheque presented and posts the cheque in
“Input MT103 Outward Remittances - Cheques “menu;
c. Checks the genuineness and the completeness of the cheque;
d. Signs the cheque after writing ‘posted’ on the face of the cheque and on the attachment by
writing the time received; and
e. Forwards the document and the cheque to the Senior Banking Business Officer for co-
signing and/or authorization.
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a. Educates the customer to monitor his/her account online and to review monthly statement on
a regular basis when issuing debit card;
b. Informs the customer to report any suspicious or unauthorized transactions activity when
discovered; and
c. Aware the customer to immediately checking of e-mail/SMS alerts sent in relation to
payment transaction from his/her account.
a. Checks frequent transaction using ATM/online banking from one or multiple locations
especially in the case of newly opened accounts;
b. Monitors reactivated dormant accounts followed by usually large or frequent transactions;
c. Checks transactions made on specific account from machine location or IP address that is
different from previous pattern;
d. Scrutinize transactions for which amount entered is more than last 10 transactions;
e. Monitor the time when the customer login and the time the customer click the button for
amount transactions and compare with the last 10 transactions average intervals, if deviation
is significant she/he shall monitor closely;
f. Checks sequence of activities while making transactions through ATM/ online and monitors
closely if the sequence of the activities is different from previous patterns; and
g. Checks the number of transactions for the last two weeks average number of transactions per
day and closely monitor if the deviation is significant.
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CBE birr customer, Agent/Merchant and Top agent can withdraw cash to its account found in
CBE birr system in any nearby CBE Branches.
a. Checks the completeness of the payment receipt and authorizes the transaction; and
b. Forwards the source documents to Senior Banking Operation Officer for documentation.
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a. Checks the completeness of the payment receipt and authorized the transaction; and
b. Forwards to Senior Banking Operation Officer for documentation.
CHAPTER FIVE
status
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Note-NA- means no authorization limit is given for the performer under self authorization or dual
authorization.
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International All travelers USD 400 Up to card limit USD 400 Up to card
Classic card limit
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S.N Service type Customer level 2/3 Customer level 1 Customer level 0
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Level one
a. CBE branch (Top Agent) shall not have an initial deposit amount and its float account
shall not possess a limit
b. Company/ organization (Top Agent) shall have an initial agent deposit amount of 50,000
birr per outlet: along with 10,000 birr of soft limit and 2000 birr of hard limit per outlet in
its float account.
Level two
a. Individuals/sole partnership (Sole Agent) shall have 25,000 birr of agent initial deposit
amount, a soft limit of 5000 birr and a hard limit of 2000 birr in its float account
Level three
a. Individuals/sole partnership (Agent) shall have 10,000 birr of agent initial deposit, a soft
limit of 4000 and a hard limit of 1000 in its float account.
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In CBE birr agent services the minimum limit for Pay bill service is 5 birr and maximum is
10,000 birr where as for other services like business deposit, transfers and withdrawal and salary
payment default transaction amount is up to account balance
6 S/A and C/A Transactions below birr 10% of total Daily SBOO/BOO T24(log
Collection and 1,000,000.00 report)
Payments
Transactions above or equal All Daily SBOO/BOO T24(log
to birr 1,000,000.00 report)
B. Services
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C. Channels
1 Alternative Channels Registration of card 10% from each Daily SBOO/BOO T24,CBE
request, MB,IB,POS channel birr
merchants, CBE birr agents
and customers
D. Others
The Senior Banking Operation Officer in relation to transaction checking shall perform the
following:
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e. Compiles’ the findings on monthly basses and reports to the branch manager and by copy to
Manger Quality assurance for identification of root cause and proposed solution.
a. Withdrawals of money from customers’ accounts as per the customers’ standing instruction ;
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CHAPTER SIX
BOOK MANAGEMENT
Junior Officer
a. Posts adjustment entries on the system; and
b. Forwards the source documents to Manager Branch Operation for authorization.
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Junior Officer
a. Posts adjustment entries on the system; and
b. Forwards the source documents to Manager Branch Operation for authorization.
Junior Officer
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Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).
Junior Officer
b. Follows same procedure under 6.1.2.1(a to b).
Manager Branch Operation
d. Follows same procedure under 6.1.2.1 (a to c).
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Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).
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e. Keeps the reconciliation documents under his/her custody for further reference.
Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).
Manager Branch Operation
a. Checks and authorizes the adjustment entries; and
b. Follows the receivable items are timely settled;
Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).
Manager Branch Operation
a. Checks and authorizes the adjustment entries; and
b. Follows the receivable items are timely settled;
3.13.2.6.3 Forex ATM Machine captures currency notes, but not dispense cash
Banking Operation Officer
a. Investigates the specific transactions (exception transactions) to identify whether the cash
account is affected or not;
b. Reviews the financial, activity and EJ report for the specific transaction;
c. Interviews the claimant, if any, about currency type, denomination of notes, amount,
transaction date and time;
d. Identifies the customer and makes adjustment either crediting the customer account, make
payment by local currency or return the foreign currency notes as the case with the Manager
Branch Operation;
e. Prepares adjustment tickets and forwards to Junior Officer to post the transaction; and
f. Keeps the reconciliation documents under his/her custody for further reference.
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Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).
Manager Branch Operation
a. Checks and authorizes the adjustment entries; and
b. Ensures the settlement of all transactions on the system on a daily basis;
3.13.3 POS Reconciliation and Balancing
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f. Keeps the reconciliation documents under his/her custody for further reference.
Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).
Manager Branch Operation
a. Authorizes the adjustment transactions; and
b. Ensures the settlement of all transactions on the system on a daily basis.
Junior Officer
a. Debit’s cardholder’s account and credit the merchant account manually after locked amount
released by Senior Banking Operation Officer for local card transaction; and
b. Forwards the tickets and the source document for authorization to Manger Branch
Operation.
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Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).
Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).
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a. Authorizes the transaction for adjustment made by Banking Operation Officer for local card
transactions; and
b. Follows proper adjustment made by the respective organ on the specified cases as per SDT.
c. Import the financial, activities and EJ report of ATM machine and check either the
transaction are successful or not;
d. Makes adjustment by either debiting or crediting branch ATM suspense account depend on
the case; and
e. Forwards to Manager Branch Operation; if the suspense account is affected by other
branch ATM account.
Manager Branch Operation
a. Reviews the adjustment made by Banking Operation officer; and
b. Cosigns the adjustment tickets with Banking Operation Officer and approves the
transactions.
The Senior Banking Operation Officer shall perform the following in relation to checking of
documents in book management process:
a. Checks the Balance of suspense accounts in GL against trance balance on the system and
suspense accounts status report prepared by Banking Operation officer;
b. Identifies and reports differences between the GL position and tracer balance and long
outstanding item to the Manager Branch Business for correction and copy to Manager
Branch Quality Assurance for root cause identification daily; and
c. Files the source documents under his/her custody where EDRMS is not implemented.
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CHAPTER SEVEN
CUSTOMER PROFILE MANAGEMENT
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a. Accepts the customer request to correct his/her name in the records and refers the cases to the
Senior Banking Operation Officer to check the request against the file on application or
scanned documents on EDRMS;
b. Forwards to Banking Business Officer to amend the customer name on core banking system
or to scan on the EDRMS; and
c. Checks and authorizes the amended document from Banking Business Officer and forwards
the application form to Senior Banking Operation Officer.
Senior Banking Operation Officer
a. Receives the customer complain from Manager – Branch Business; and
b. Checks the customer application form and ID card which is submitted during the account
opening time.
Banking Business Officer
a. Receives the application form and ID card from Manager Business Branch ;
b. Checks the record on the system against the document; and
c. Amends the change, scan and link with the account and forwards to Manager – Branch
Business for authorization through system and the document to Senior Banking Operation
Officer for file.
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e. Forwards the application along with relevant documents to Manager-Branch Business for
authorization;
f. Receives the authorized application form from Manager – Branch Business and forwards to
Senior Banking Operation Officer/ Banking Operation Officer for documentation.
3.18 Customers Account Status Change request (from Inactive to Active Account)
Status changes from Inactive to active account both for saving and current account shall be
done by base branch only with the following steps:
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The self-registered customer can be upgraded to the next level to access all CBE Birr services.
Banking Business Officer
a. Explains the service benefits and guides the customer to fill application form (Refer Form
No. CBEBBF006);
b. Verifies the customer KYC information against the customer ID;
c. Updates the customer KYC information in the CBE Birr system and upgrades to the next
level; and
d. Demonstrates the customer how to operate the CBE Birr services.
Senior Banking Business Officer
a. Checks and authorizes the KYC updating process at CBE Birr system; and
b. Forwards the source documents to Senior Banking Operation Officer for custody and future
reference.
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All CBE domestic and international payment cardholders can request for PIN changes upon
wrong encoding, unreadable inscriptions, lost and forgotten password or other cases.
Banking Business Officer
a. Guides the customer to fill PIN change request application form (Refer Form No.
CBEBBF027);
b. Collects the replacement fee as per the Bank’s terms and tariffs;
c. Checks and confirms the holder’s sales form /deal slip against the respective records/
registry (for non-reloadable prepaid cards);
d. Verifies the customer signature and notifies the cardholders to collect pin as per the
Service Delivery Time; and
e. Scans and forwards the application form through EDRMS to Customer Service Manager-
service for approval.
a. Receives and checks the PIN change request application form from Banking Business
Officer through EDRMS;
b. Requests pin re-calculation to Card Management Team on behalf of customers for wrong
encoding and unreadable PIN value; and
c. Verifies and send the pin change request application forms (refer form) to card
management team with covering letter via CBE outlook mail.
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a. Forwards lost/stolen prepaid card replacement summary with covering letter to Card
Management Team;
b. Follows the card production as per the Service Delivery Time;
c. Receives the replaced prepaid card and confirms to the Card Management Team; and
d. Delivers the card and PIN to customer after registering on the book and making the
customer sign on it.
3.24.4 Card Replacement for Damaged Domestic Pre-paid Cards (Wallet and Co-
Branded)
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e. Provides the new pin to the customer after making her/him sign on the registration
book; and
f. Receives the damaged prepaid card and forward to Senior Banking Operation
Officer to discard in the presence of Banking Business Officer and her/him self.
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The corporate internet banking service customer can change and replace any of the defined user
at any time.
Banking Business Officer
a. Requests the authorized customer to fill user change/termination application form (Refer
Form No. CBEBBF027);
b. The new user replacement process shall be treated as a new user definition process; and
c. Scans and forwards the application form on EDRMS to Senior Banking Business Officer
where the EDRMS is implemented.
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The corporate internet banking customer may request view access for their employee who are not
signatories.
Customers/Users can report the loss of their hard token physically at the branch or to the
contact center.
Banking Business Officer
a. Identifies the customer and retains copy of her/his valid ID for personal internet banking;
b. Verifies the letter received from the authorized signatory for corporate internet banking;
c. Registers in the lost/stolen token registration and token status change form (Refer Form No.
CBEBBF027);
d. Collects the token replacement fees from the customer as per the bank terms and tariffs; and
e. Scan and forward the token replacement application form to Senior Banking Operation
Officer through EDRMS where the EDRMS is implemented.
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Tokens have a life of five years and need to be replaced if that period lapses and the customer
shall appear in person at her/his base branch and request for a token replacement.
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Merchants can lodge request for additional POS Terminals directly to branches, which shall be
approved based on business viability of merchants. Request for additional POS Terminals shall
be governed by existing contract agreement with merchants.
Customer Service Manager-Sales
a. Requests merchants to fill application forms for additional POS terminals; (Refer Form No.
CBEBBF029)
b. Reviews customer request and forward request to District Operation and Logistic Team;
and
c. Follows same process as stated on POS deployment.
The Senior Banking Operation Officer shall perform the following in relation to checking of
documents in customer’s profile change/amendment process:
a. Receives profile change/amendment applications from the performers;
b. Retrieves the report from NG screener and Checks the contents of the applications are properly
filled, signed by the customer and performers;
c. Identifies and reports discrepancies, if any, found in customer’s profile change/amendment to
the Manager Branch Business for correction and copy to Manager Branch Quality
Assurance for root cause identification daily; and
d. Files the source documents under his/her custody where EDRMS is not implemented.
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CHAPTER EIGHT
PRODUCT AND SERVICE TERMINATION
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a. Interviews the customer before closing the account. If the customer is dissatisfied with the
service further corrective measure should be taken immediately;
b. Summarizes the reasons for account closure/termination and report to Manager Branch
Quality Assurance to use the information for improvement of the service quality and
enhancement of the product features;
c. Collects the unused cheque(s) along with the letter indicating the range of unused cheques
from the customer and writes the word “Void” on each cheque leaf;
d. Checks and authorizes the transaction; and
e. Registers the returned unused cheques into the system.
As stipulated in agent agreement, CBE reserves the right to terminate the agent agreement for
any reason at any time;
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c. Forwards the list of the bank’s agent list whose contract is terminated with bank to resource
mobilization team at district.
CBE birr merchant service can be terminated for the following reasons;
c. When the customer requests to terminate the service;
d. When the merchant changes the business and returns the trade license; and
e. When the merchant license is cancelled while involving in unlawful activities or acting
against the agreement.
The termination process follows the same steps as Agent Service termination as stated on 8.2
Card banking service provided to customers can be terminated for the following reasons;
a. When customer requests to terminate the service;
b. When the account is closed; and
c. When the card is uncollected over six months period of time.
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a. A customer can de-subscribe mobile banking services, via mobile banking channels,
provided to her/him;
b. If a customer failed to de-subscribe mobile banking service by her/him, the branch
Customer Service Manager-Sales/ Customer Service Officer shall assist the customer
on how to de-subscribe services using his/her own phone; and
c. In case of lost/stolen mobile apparatus, formatted phones, damaged apparatus etc, the
customer shall call to the contact center to block services. If customer approaches his
/her base branch to block services, the branch shall assist the customer or communicates
the contact center if additional support is needed.
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a. Clears outstanding transactions and ensures the termination of terminal’s association clear
from T-24 side; and
b. Cancels the POS and file previous delivery form in the presence of authorized personnel of
the merchant.
3.34 Post Transaction Checking and Custody of Documents in Product and Service
Termination
CHAPTER NINE
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Any performer whose job is related to cash must strictly adhere to cash holding limit of at the start of
the day and during the day’s operation as stated below.
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a. Opens the vault and withdraws cash that will be needed for day’s operations jointly with the
Senior Banking Operation Officer;
b. Writes cash withdrawn from the Vault by denomination on the bound book and makes the
Senior Banking Operation Officer put his/her signature on it as acknowledgment of
receiving the cash;
c. Authorizes the vault to Till Transfer; and
d. Opens the emergency window every month to ensure its functionality if any.
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Beginning balance + cash received from customers + cash received from the vault (the
Senior Banking Operation Officer) - cash paid to the customers – cash sent to the vault
= cash on hand/petty cash
b. Transfers to Senior Banking Operation Officer the remaining deposit and payment
vouchers in her or his hands;
c. Balances and transfers to the Senior Banking Operation Officer in two steps; first the total
amount, which will be transferred to the table, and second petty cash balance, which will
have to be kept in the cash box overnight and make a ‘Till transfer’; and
d. Submits the cash box to the Senior Banking Operation Officer and locks up the cash box in
the vault room.
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b. Receives the total amount of cash from the Banking Business Officer by authorizing the
‘Till transfer’ as acknowledgment of the receipt of Cash;
c. Checks that the bricks contain 10 bundles , 100 and 50 Birr notes have initials of the counter
and verifier, in the cases of notes of less than or equal to Birr ten have initial of counter and
also count each FCY currency;
d. Balances the total cash (Both local and foreign currency) transaction against the Banking
Business Officer through the system;
e. Records the breakdown of all the Banking Business Officer petty cash on a register for next
day’s transfer;
f. Writes the balance of the daily debits and credits on the cash book;
g. Fills the amount of cash withdrawn from the vault during the day and the amount of cash
lodged into the vault on the cash book;
h. Balances the cash books of local and FCY against the Vault account balance and signs on the
space provided for that purpose;
i. Posts the cash lodged to the vault on the system under file ’Till to Vault transfer’;
j. Transfers the cash lodgment to vault, together with petty-cash box jointly, with Manager
Branch Operation; and
k. Checks the cash book balance against the general ledger balance of system on a daily basis.
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a. Reports a cash difference of below Birr 100.00 separately to Branch Manager and copy to
Manager- Quality Assurance by co-signing with Manager Branch Operation monthly
(Refer Form No. CBEBBF031);
b. Reports a cash difference from Birr 100.00 up to birr 10,000 should be reported separately
to Branch Manager and copy to Manager- Quality Assurance by co-signing with
Manager Branch Operation immediately (Refer Form No. CBEBBF031); and
c. Reports a cash difference of Birr 10,000.00 and above should be reported separately to
Operation and Logistic copy to Branch Manager and Manager- Quality Assurance by
co-signing with Manager Branch Operation immediately.
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d. Reports monthly excess cash refunded to Manager District Operation and Logistics and
copy to Manager- Branch Quality Assurance regardless of the amount of money involved.
a. Identifies counterfeit notes from genuine notes at a time of collecting cash from customer;
and
b. Makes Mark as “COUNTERFIET” in front of the presenter and report to Manager Branch
Operation.
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a. Identifies deteriorated notes and depilated coin which is collected from the customer as per
the NBE guideline;
b. Accepts and determine the equivalent mutilated or damaged notes and coins as per the NBE
guideline;
c. Gives equivalent good cash or credit to his/her account as the case may be; and
d. Forwards mutilated or damaged notes and coins to Senior Banking Operation Officer.
a. Receives from the Senior Banking Operation Officer fixed amount of physical cash in
different denominations, preferably small denominations and through the system;
b. Counts the cash she/he is provided with in front of the Senior Banking Operation Officer and
if additional amount of cash is needed, the Senior Banking Operation Officer shall provide
cash against system;
c. Accepts by authorizing ‘Till transfer’ on the system as acknowledgment of receipt of cash;
d. Exchanges big Birr notes received from the public into Birr notes of smaller denominations
and vice versa and posts on the system;
e. Surrenders cash in her/his hand at end of cash operations, during lunchtime and at the end of
day closing to the Senior Banking Operation Officer in different denominations and shall
make a ‘Till to till transfer’;
f. Requests/receives/ for the exchange of coins in bags with different denominations from the
Senior Banking Operation Officer and authorizes till transfer for acceptance similar to birr
notes exchange;
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g. Checks/ examines the tag on coin bags and the lead used for packing coin and counts the coins
with a coin-counting machine/manually/ to ascertain the correctness of amount; and
h. Balances the coins during lunchtime and at the end of day closing and hands over to the Senior
Banking Operation Officer the equivalent in cash notes.
3.42 Cash Consolidation, Lodgment, and Vault Cash handing and taking over
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a. Verifies that each brick contains 10 bundles before transferring the cash to the vault;
b. Verifies the bundles must be properly wrapped, sealed with branch name and date and bear
the signatures of the counter and the verifier for 50 and 100 birr notes;
c. Verifies the correctness of cashbook filled out by the Senior Banking Operation Officer
against ‘Teller Transaction today’ report and ‘till balance by denomination’ on the system
at the day end closing; and
d. Authorizes the ‘Till to Vault transfer’ for the amount lodged.
j. Ensures whether all the keys are locked before leaving the area;
k. Ensures that the transaction shall be posted on the next working day those cash lodgments
made on weekends or holidays; and
l. Authorizes the posting for ATM cash lodgment.
ATM cash shortage may occur when the ATM disburses cash to cardholder without deducting
customer’s account. This may be caused by:
a. When cash is disbursed without affecting cardholder’s account;
b. Wrong Cassette loading, insertion and calibration; and
c. Errors in posting.
Senior Banking Operation officer
a. Checks together with Manger Branch Operation that the physical cash in ATM against with
General Ledger balance; and
b. Informs the cash shortage to Senior Banking Operation Officer assigned on transaction
checking for further checking and reporting to Branch Manager.
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a. Requests the District Cash issue for the collection of excess cash through letter or through
the system design for the purpose, if any that contains the following details:
ii. The total amount of the money to be dispatched should contains the
breakdown of the denominations thereof;
iii. The letter should be signed by her/himself ; and
iv. The letter should bear the stamp of the branch.
b. Checks and Authorizes the transaction; and
c. Jointly prepares, with the Senior Banking Operation Officer, the cash to be sent from the
vault.
a. Requests for the ID card of the Officer of unit and ascertains that its number is similar with
the one that appears in the letter;
b. Prepares the cash to be sent from the vault to receiving branch/cash issue center, in
collaboration with Manger, Branch Operation;
c. Identifies the officer over copy format which will be retained by the branch and makes her
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The Banking Business Officer shall perform the following in relation to cash precautions and
security:
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a. Keep adequate cash in the Cash Office so as to be able to meet immediate requirements;
b. Ensure availability of sufficient coins to meet the moderate requirements of CBE’s
customers;
c. Maintain the specimens of the signatures and the initials of the branch’s authorized
personnel;
d. Ensure that cash is promptly transferred to her/him, so as to avoid an unnecessary
accumulation in the hands of Banking Business Officers.
e. Arrive in cash area before starting of the working hour to make necessary arrangements for
cash operations of the day and start rendering services to the customers as soon as opened.
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f. Avoid putting coins in a money bag set aside for other denominations; and
g. Prohibit any one into the cash area, other than those employees whose work involves some
type of cash-handling;
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CHAPTER TEN
BOND MANAGEMENT
3.46 Stock Handling
a. Requests the bond coupons by denomination from Manager Bond Operation for branches
located in Addis Ababa or from District Operation and Logistics for outlying Branches;
b. Receives bond coupons and sales form, count and balance by denomination;
c. Registers on stock registration book and system using ERP oracle system;
d. Keeps the bond under his/her custody;
e. Delivers the bond for issuance to Junior Officer by updating the stock on the system and
making sign her/him on the register book;
f. Balances the stock regularly and reports to the Branch Manager.
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a. Assigns and requests oracle bond access for Junior Officer to handle bond sales, and
operation;
b. Receives request to open employee contribution account from corporate customers and
forwards to Junior Officer;
c. Co-signs the bond sales receipt and puts stamp on the sales receipt form;
d. Approves issuance of the bond on the system after proper checking;
e. Follows up the bond sales performance and the stock balance using system;
f. Keeps the branch bond sales receipt pad under her/his custody;
Junior Officer
a. Conducts pre-sale interview with customer and advices to have /open an account;
b. Advices the customer to deposit in cash or to fill the fund transfer to deduct from her/his
account;
c. Opens employees monthly contribution to issue the bond as per the request of corporate
customers;
d. Receives the bond coupons by denomination and sales receipt form from Manager Branch
Operation;
e. Checks amount credited on the specific employee contribution account of a corporate
customer agrees with the total amount of bond requested for issuance;
f. Fills all appropriate data’s to the bond coupons and sales receipt form;
g. Requests the customer to sign on bond coupon’s and sales receipt form;
h. Forwards customer advice, bond coupon’s and sales receipt’s form to Manager Branch
Operation for co-signing;
i. Insert the bond information on the system;
j. Delivers customer advice, bond coupon’s and customer copy of sales receipt’s to the
customer;
k. Posts to the proper account as employee contribution or sales or donation; and
l. Balances bond sales and bond coupon issued.
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a. Checks the interest rate is properly updated and the endorsement is regular;
b. Approves the redemption for the right claimant’s as per the guide line;
The senior Banking Operation Officer shall perform the following activities in relation to bond
management:
a. Check the accuracy of interest calculation on sample basis and credited to customer account
timely;
b. Check customer’s bond sales information is inserted properly on the system;
c. Check the agreement of bond sales report against system balance regularly and report the
discrepancy, if any, to the Branch Manager and copy to Manager Branch Quality Assurance;
d. Keep bond sales receipt and redeemed bonds under his custody.
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CHAPTER ELEVEN
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3.52.1 Insufficient Fund Cheque Presented to other than Account Holding Branch
(Located in Other Cities)
When a cheque is presented in branch other than the account holding branch located in another
city, the following procedure shall be adhered; however if the insufficient cheque is presented in
same city only account holding branch will entertain as stated in 11.1.1 section.
Senior Banking Business Officer (At Account Holding and Paying Branch)
a. The branch where the cheque is presented scans and sends the cheque through the bank’s
internal email or any other official communication channels to the account holding branch;
b. When the account holding branch receives the message, it shall follow the steps stated above
for insufficient cheque.
c. The account holding branch shall write a letter that confirms the balance is insufficient to the
branch where the cheque is presented signed by the Manager Branch Business, and put the
branch round stamp and then replies by branch outlook/other official communication
channels;
d. The branch where the cheque is presented, upon receiving the confirmation from the account
holding branch, will give to the payee the “cheque returned slip” (by stating insufficient fund
and by affixing a round stamp).
Manager Branch Business
a. Receives all the relevant documents from Senior Banking Business Officer and checks
against the documents and the system;
b. Informs to the account holder, to the paying branch and to Conventional Payment, in
writing, about the returned cheque due to insufficient cheque or the closure of the demand
deposit account;
c. Forwards all the relevant documents to Senior Banking Operation Officer for custody for
further reference.
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a. Makes the fund available for payments like legal, insurance, advertisement, such other non
cash transactions, accrue interest against overdraft accounts against a blocked account;
b. Releases the restrict amount when, the drawer presents the dishonored cheques to the bank
or the payee(s) may appear in person to the bank and confirm in writing that the dishonored
cheques have been fully settled in the form prescribed (Refer Form No. CBEBBF024); and
c. Releases the restrict amount when, the payee(s) fails to appear to receive a full payment
after lapse of six months of presenting the dishonored cheque.
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cheque payment order was in fact requested as the cheque is lost or stolen. Otherwise stop
payment sanction shall be released;
f. Ensures that the cheque on which the stop payment order is placed is not withdrawn from
the account prior to receipt of the stop payment order;
g. Inputs into the system such relevant particulars as the cheques number, the amount of
money involved, the date on which it was issued and the name of the payee/beneficiary;
h. Keeps the record until the account holder revokes her/his request or the stop payment
cheque expires its validity date and collect the service charge;
i. Forwards the stop payment order form to the Customer Service Manager- service for
approval.
Customer Service Manager- Service
a. Receives the documents from Senior Banking Business Officer;
b. Checks the restriction made in the system to ensure that it complies with the pertinent rules
and regulations of the Bank;
c. Approves the stop payment order and forwards to Senior Banking Operation Officer for
documentation.
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An amount could be blocked from a particular account or the account itself could be fully
blocked if and when:
i. The customer lodges a request for blocking;
ii. The account is held as collateral of a loan to be extended to her or him;
iii. Based on a court’s ruling to that end;
iv. Any other organs having a power to block account by law.
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Customer account balance confirmation shall be requested at any online branch by account
holder or signatory or legal agent or the customer can request balance information directly from
the contact center.
Manager Branch Business
a. Receives the written request from the account holder /agent/signatories and verifies the
signature; however if the request is from third party it should be treated only in the account
holding branch;
b. Checks the balance of customer through the system and confirms the previous day balance to
concerned organ as per designed standard letter format (Refer Form No. CBEBBF032) in
writing;
c. Collects service charge for written balance confirmation service as per the terms and tariff.
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basis against her/his signature on the Cheque/ Bankers cheque register book;
e. Keeps un-issued cheque books and Bankers cheque in the custody.
Senior Banking Business Officer
a. Receives the cheque/ Bankers cheque from the Manager Branch Operation on demand
basis;
b. Forwards the Bankers cheque to the Banking Business Officer on demand basis after
ensuring previously issued Bankers cheque are properly issued to customer;
c. Balances on un-issued Bankers cheque with the system and keeps in safe custody un-issued
Bankers cheque daily;
d. Receives the cheque-requisition form from Banking Business Officer and checks all
particulars are filed correctly;
e. Ensures the opening document is authenticated before delivering printed cheques to the
customer, for new account opened : upon registration on the system and assist the customer
to sign on the cheque delivery book and advices the customer to count the cheque leaves
received;
f. Registers the cheque range and cheque type into the system account when the customer
received the cheques;
g. Destroys uncollected cheques that had been more than one month since requested by
customers in collaboration with Manager Branch Operation and should collect service
charge as per term and tariff.
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e. Collects the personalized Cheques from the Conventional Payment and registers
personalized cheque in cheque delivery register book;
f. Informs the customer to collect the personalized cheques;
g. Hands over the personalized cheques to the customer, upon registration on the system and
assists the customer to sign on the cheque delivery book ;
h. Advices the customer to count cheque leaves received;
i. Registers the Cheque range and the Cheque type into the system account when customer
received the Cheques;
j. Registers the personalized cheques/ bankers’ cheques on stock register book and
k. Forwards to the respective Senior Banking Business Officer to Issues for the customer’s
against request.
Senior Banking Business Officer
a. Receives and check the personalized cheque/ bankers’ cheques from the Manger-Branch
operation;
b. Communicates the customer to collect the personalized cheque;
c. Delivers to the customer against her/his signature on the cheque delivery register book;
d. Issues the cheque serial on the system linking with the customer account.
e. Discards unissued personalized cheques in the presence of the Senior Banking Operation
officer and Manager Branch operation if not collected within three months period.
As stamps are sensitive by nature, staffs who keep custody of rubber stamps should bear in mind
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3.59.1 Handling of Strong Room Doors, Grills, Vault and ATM keys
Branch Manager
a. Register all keys on the key register book;
b. Hands over the keys to the responsible performer after singing on the register book;
c. Updates the register book when there is a change in keys or performers;
d. Hands over the strong room doors, grills, ATM and vaults duplicate keys to Manager-
District Operation and Logistics using handing taking format.
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c. Inserts the envelope in another envelope, sealed the envelope, stamp on the sealed part and
write ‘Private and confidential’ and send/deliver to the respective Director –District Office;
d. Changes the vault combination code to mitigate unforeseen events periodically.
a. The individual key holders should immediately report the loss of keys in writing to their
immediate supervisors;
b. Those in custody of duplicate keys upon receipt of loss reports-must immediately supply
the duplicates to the concerned Branch /individual;
c. All costs and expenses that are incurred as a result of a key or keys replacement or the
change of a locking-device will be paid by the employee who lost the key or keys;
d. Lost strong room door or large safe key must be totally replaced by a new one at the
expense of those responsible employees.
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3.59.5 Branch Main Gate, Safe cabinet, Generator Room Key and other Keys
Handling
a. The Branch Manager registers all the keys on the key register book and hands over to
the responsible person after making her/him sign on it. Keeps all the reserve keys except
strong room, vault and ATM keys under his custody;
b. The Manager Branch Operation is responsible in keeping the Branch main gate key
under her/his custody or she/he may delegate others by properly handing over the key
against signing on the key register;
c. Branch Manager delivers fence keys to the branch lead guard/shift leader by making
her/him signing on key register;
d. All reserve keys, except the main Vault and the ATM Vault, should be kept under the
custody of the Branch Manager;
e. Transfer of keys from person-to-person needs to be duly recorded in the register, against
signature of holder, and needs to be updated regularly.
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CHAPTER TWELVE
QUALITY ASSURANCE
a. Retrieves unauthenticated accounts, identify the root causes for documents not authenticated
within 15 days after the account is opened and forward to Quality Assurance Officer;
b. Measures the SDTs of account opening, selling of alternative channels, other services and
compile the data and forward to Quality Assurance Officer on monthly basis;
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c. Measures SDTs delivery of produced cards to branch and distribution to customers and
forwards reports to Quality Assurance Officer on monthly basis;
d. Retrieves alternative channels registration and recruitments lists on weekly basis and
evaluates against activation rate of Cards, MB and IB users; and identifies the gaps with root
causes and forwards reports to Quality Assurance Officer;
e. Reviews reports of POS performances, CBE birr Agents and Merchants prepared by
Customer Service Officer/Customer Service Manager-Sales and finds out gaps and root
causes of performance and forwards to Quality Assurance Officer on quarterly basis;
a. Measure the Service Delivery Time on collection and payment services in order to assure
operational excellence on monthly basis;
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b. Checks randomly the collection and payments transactions are done as per the procedure on
weekly basis and forwards to Quality Assurance Officer;
a. Checks all suspense accounts, reconciliation status , are timely settled and have a normal
balance, and reports to Quality assurance officer monthly
b. Checks that ATM, POS and CBE Birr transactions are reconciled as per SDT and reports to
next level monthly,
c. Checks customer and merchant/agent complain about ATM, POS and CBE Birr transaction
settlement and reports to Quality Assurance Officer, if any.
d. Checks on the sample basis changes on customer profile on products, channels and services
(5% from each category )are performed as per the procedure on monthly basis;
e. Checks the products, channels, and service termination process are made as per the procedure
and identifies the reason of product, channel and service termination and reports to Manager
Branch Quality Assurance.
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d. Evaluates and analyze the customer profile changes, reason of terminated products, channel
and services based on feedback and propose possible actions/solutions and reports monthly to
Manager Branch Quality Assurance;
e. Collects report on branch cash holding limit from associate quality assurance officer and
analyzes and forwards to Manager Branch Quality Assurance quarterly.
f. Identifies any operational risk and communicate to Manager Branch Quality Assurance on
monthly basis.
a. Checks all the blocking account/amount activity blocked timely as per the instruction;
b. Checks the branch have sufficient stocks of cheque, CPO, Passbook, Bond coupons etc;
c. Checks the rubber stamp and key management handling as per the procedure;
d. Assesses the availability and functionality of office equipment like foreign currency detected
machine, cash counting machine and others are available;
e. Checks the physical asset tagging and recording, utilization, maintenance is done properly.
a. Survey the customer satisfaction on conventional and alternative channels using the standard
survey questioners, analysis the data, prepare the report and forward to Quality Assurance
Officer;
b. Assess the feedback on existing products and services along with proposed new products
and services, summarizes the findings and forward to Quality Assurance Officer;
c. Compiles the customer feedback from register book and suggestion box with the possible
action to be taken and forwards to Quality Assurance Officer.
Quality Assurance Officer
a. Reviews the customer satisfaction survey findings and forwards her/his recommendation to
Manager Branch Quality Assurance;
b. Reviews Customer feedback on existing products and services report, identifies major
strength and weaknesses, scale up best practices and proposed solutions for weaknesses and
forward to Manager Branch Quality Assurance;
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c. Assess the compiled customers feedback report, identifies root causes for complaints,
forwards her/his recommendation to Manager Branch Quality Assurance;
a. Identifies the performers skill, knowledge and attitude gap and procedural awareness,
compile the findings and forward to Quality Assurance Officer;
b. Observes how customers are treating in dealing business transactions, employees
communication and interaction with colleagues and customers identifies gaps with root
cause and forwards her/his recommendation to Quality Assurance Officer.
a. Reviews the performer’s skill, knowledge and attitude gap findings, identifies the root cause
and forwards her/his recommendation to Manager Branch Quality Assurance;
b. Analysis the findings of employee’s communication and interaction behavior, identifies the
gap and root cause and forwards recommendations to Manager Branch Quality Assurance.
[
a. List out the major tasks along with the element of the task in branch business and
operation that needs to be measured and included in SDT checklist and forward to
Manager Branch Quality Assurance Officer for review;
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b. Measures the identified services/ tasks using the SDT checklist and track the data using
the format (refer annex 5) based on the identified measurement time/period;
c. Records the time spent on performing the elements of the task on the time observation
sheet;
d. Identifies the root causes/best practices for positive or negative deviations from the SDT;
e. Forwards the analysis along with appropriate recommendations to the Manager Branch
Quality Assurance.
f. Checks identified discrete components of the tasks to be measured, i.e., from the
beginning to the end of the task ;
g. Decides whether it is feasible to measure all performed tasks or on sample basis and
measurement time/period;
h. Reviews and prepares summery of the analysis of the SDT along with the
recommendation and forward to the Branch Manager by copy to Manager District
Quality Assurance.
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13. REPEAL
All procedures issued by branch operations are repealed and replaced by this procedure.
This procedure manual will be revised every three years. However, it shall be revised as and
when necessary, based on the initiation from the Chief Business Officer.
15. EXCEPTIONS
This procedure manual shall cover the majority of all activities, duties and responsibilities of all
staffs involved in the branch business, operation and quality assurance activities. There may be,
however, in rare circumstances activities may not conform to this procedure manual. Therefore,
such related activities to be made by exceptions shall be approved by the next higher authority
level by writing the word ‘OK’ and signature.
This procedure manual shall come into force up on the approval by the Chief Executive Officer.
Bekalu Zeleke
______________________________
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