WE

VALUE
YOUR FAITH
Locker Management
Overview of the Presentation

 Relationship
 Key Balancing
 Issuance of License
 Issuance of
Locker
 Procedure for Issuance of Locker
 Duties of Designated Locker Custodian
 Duties of BOM
Use of Locker
 Termination of Contract of Locker Hiring

•By the Bank

•By the Customer

Rights of the Bank(Licensor)

Liabilities of the Bank(Licensor)

Key Deposit

Payment of Rent

Break Opening of Lockers

Duplicate Key Issuance

Locker Insurance/Takaful Policy
Control Guidelines
Death of Locker Holder
Locker Rent & Key Deposits- Staff Members
Locker for keeping Valuables/Documents
of Head Office/Allied Offices
Security of the Lockers
Receipt printer

The receipt printer

outputs transaction activity
receipts to customers and is
available as a thermal or dot
matrix printer. The printer has
adjustable sensors to indicate
the “paper out” status.
Journal printer
The journal printer is
used to ensure a complete audit trail
of all events and transactions at an
automated teller machine. Unlike
the receipt printer, this printer does
not output documents to the
customer. The Journal printer also
has adjustable sensors to indicate
the “paper out” status. This printer
is only available as a dot matrix
printer.
ATM Transaction
Overview
•1
Type of Response Code
Account Inactive •17 Duplicate Transaction
• 2 Account Not Found •18 Error in input data
• 3 Account not linked •19 Expired Date
• 4 Account Status Not Zero •20 Expiry date mismatch
• 5 Approved •21 Faulty Dispense
• 6 ATM Timed out •22 Host Link Down
• 7 Bad Card Status •23 Host not processing
• 8 Bad Customer Status •24 Host Offline
• 9 Bad PIN •25 Host Status Unknown
• 10 Card has expired •26 Internal Error
• 11 Cash Transaction not allowed •27 Internal Message Error 2
• 12 Customer Cancellation •28 Invalid Consumer Number
• 13 Customer Not Found •29 Issuer reversal
• 14 Destination not found •30 Limit Exceeded
• 15 Dispenser reversed •31 Low Balance
• 16 Cash Retracted •32 Message Format Error
Type of Response Code
•33 No action taken
•34 No comms key
•35 No savings account
•36 PIN Retries Exhausted
37 Remaining Card Limit
• not found
38 Remaining Frequency
• exceeded
39 Reversal Negative
• Acknowledgment
•40 Saf Transmit Mode
•41 Stolen/Lost Card
•42 Timed out
ATM Transaction Flow
 ATM Custodian responsibilities
All ATM equipped branches are required to formally designate TWO officials of the branch as ATM
Custodians to monitor ATM Health Check, managing Cash Replenishment, balancing of ATM Cash
on a daily basis.
The ATM Custodians in addition to other assigned duties (core responsibilities/functions) in the
branch are responsible for the following tasks.
 Daily Balancing of ATM cash (Physical Cash).
 Cleanliness and up-keep of the ATM booth
 Manage the maintenance as per the Daily Health Checklist
 Customer issues resolution and coordination with Customer Facilitation Center (CFC) for
settlement of claims.
 Maintain check on ATM consumable items (journal roll, consumer receipts and ribbons) and
replace them on timely basis.
 Maintain/check ATM regulatory compliance item (CCTV, Hotline, Complain box & ATM Room Door
lock)
 Maintain ATM UP time and other networking equipments to be in order.
 Arrange and maintain a backup contingency in case of long disruption in the network link.
 Maintain liaison with Digital Banking Team and the Vendor.
ATM Custodians
• Regular physical check-up. (at least twice a day)

• security cameras installed in the ATM cabin are working properly and DVRs are operational to record the activities round the clock without an
interruption

• ATM cabin is functional with availability of hotline, CCTV Camera, Door lock and necessary notices/complaint numbers, Phone Numbers

• CCTV Camera outside the ATM cabin if any is sufficiently covering the ATM entrance. Lighting is proper inside and outside of the ATM Cabin

• Security Guard vigorous monitoring. (preferably after office hour)

• Become familiar with your machine, so you will be able to recognize changes to the machine.

• Check it carefully for devices which can be fitted on top of the original features/Fascia.

• Immediate ATM shutdown if any abnormality identified

• Incident should be reported to ROM, RH, GM, BH & Digital Banking Team.
Cash replenishment & balancing
Flag Processing

ATM Custodians

- ATM Custodians are required to visit the ATM for Cash

Replenishment purpose at 10:00 Hrs on a daily basis and shift the ATM status from “
Active” to “Supervisory Mode”.
ATM Cash Replenishment:
• Step by Step Process
• 1) Remove the remaining cash from all cassettes including Divert Cassette.
• Clear Cash Counter before replenishment the new cash in ATM.
• Physically count and load the cassettes with fresh cash.
• Start the ATM for next cycle.
While performing the Cash Replenishment, obtain the following information:
• Cassette Notes by Denomination.
• Divert Cassette Cash Position.
• Total amount Disbursed during the cycle.
• Total Cash Remaining in ATM and;
• Remove the Scroll along with summaries printed by the machine.
Daily Balancing of ATM Cash
As per the institutional and regulatory requirement it is mandatory for the ATM custodian to
physically count and balance the ATM Cash on a daily basis.
• Individual transactions should be identified wherein customer account has been debited without
cash disbursement. On the basis of verified transactions, branches should immediately complete
process of ‘Automatic Credit’ which should not exceed the agreed timeframe, refer complete SBP
circular (PSD Circular Letter No. 2/2010 dated July 08, 2010 ). However, for exceptional
transactions such as partial retract and where primary evidence is not available, timeframe
applicable from the date of claim by the customer.
• Immediately after crediting customer account, the branches/Card Facilitation Centre must inform
the customer in writing accordingly.
• Customers whose account has been debited without cash disbursement should not be charged for
minimum balance to the extent of the un-disbursed amount and time for which it remained
payable.
 ?
........
ATM Fact Sheet

• Cash Status – Part a

• Suspect transactions – Part b

– Verification
• ATM Transaction Summary – Part c

• Itemized Details of Difference – Part d

ATM FACT Sheet
CONDITIONS OF PHYSICAL CASH FOUND EXCESS OR SHORT

• Excess Cash

• Following are few incidents where branches may found excess cash in ATM
• 1. Cash Retracted – Full/Partial.
• 2. ATM goes down due to abrupt power jerk across the machine.
• 3. Dispenser shutter not opened.
• 4. Any malfunction in dispenser belts.
• 5. Cassettes fault.
• 6. Bad quality notes.
• 7. Back panel counter malfunction.
• 8. Any other ATM hardware fault.
•
CONDITIONS OF PHYSICAL CASH FOUND EXCESS OR SHORT

• Short Cash
• Following are few incidents where branches may find cash shortages in ATM
•
• 1. Malfunctioning of “Back Panel Counter” i.e. counter displays more than the physical cash
in ATM cassettes.
• 2. Excess Cash dispensed.
• 3. Cassettes fault.
• 4. Bad quality notes.
• 5. Any other ATM hardware fault
• 6. ATM GL is not reconcile with Physical cash in ATM (Due to System Error)
• 7. Wrong feeding of cash in wrong cassettes (In 1000 Cassettes Physically Feed 500 Notes
and vice versa)
•
ATM Cash Reconciliation with Cash in ATM GL

• To be performed by Centralized ATM Balancing Team

• Physical ATM Cash – Section A
• Cash Status as per GL – Section B
• Difference – Section C
• Itemized Details of Difference – Section D
RECONCILIATION OF ATM CASH WITH CASH IN ATM GL
Credit" of Suspense ATM Cash (PSD Circular No. 1/2006 dated April 06, 2006)

S. Max. No. of
Execution of transaction by a card holder
Procedures
of:
No Days

1 Same Bank at Same Branch Branch to re credit the customer’s account Next Business Day

1) Acquiring Branch, after clarification, to issue credit instructions to its card issuing branch
Same Bank at Different Branch, Intra-City to inform its CFC.
2 Three Business Days
(Within Same City).
2) Card issuing branch to re-credit the customer’s account

1) Acquiring Branch, after clarification, to issue credit instructions to its card issuing branch
Same Bank at Different Branch, Inter-City and inform its CFC.
3 Four Business Days
(Different cities)
2) Card issuing branch to re-credit the customer account.

1) Acquiring branch, after verification, to issue credit instructions to its CFC

2) Acquiring bank CFC to issue credit instructions to its respective switch.

4
Different Banks within same city-member
of same switch (M-NET or 1-Link).
3) Respective switch-(M-NET or 1-Link) to issue credit instructions to its issuing bank CFC. Six Business Days

4) Issuing bank CFC to issue credit instructions to its card issuing branch.

5) Card issuing branch to re credit the customer’s account.

1) Acquiring branch, after verification, to issue credit instructions to its CFC

2) Acquiring bank CFC to issue credit instructions to its respective switch-(M-NET or 1-Link)
Six
Different Banks in different cities-
5 member of same switch (M-NET or 1- 3) Respective switch-(M-NET or 1-Link) to issue credit instructions to its issuing branch.
Link). Business Days
4) Issuing bank CFC to issue credit instructions to its card issuing branch.

5) Card issuing branch to re credit the customer’s account.

ROLES & RESPONSIBLITIES
Centralized Balancing –
Action ATM Branch ROM/RH Office DRU ATM


ATM Cash 
Replenishment  
ATM Physical Cash 

Balancing  
 
ATM GL Balancing  
Error Rectification in 
Balancing / Balancing 
Support  

 
Dispute Handling 

Monitoring of ATM 
Physical Cash Balancing  

Monitoring of ATM GL 
Balancing  
 SBP Mandated TAT for ATM Retained / Captured Cards
1. MIB Self Brach – Card retained on MIB ATM
(where MIB Issuing and MIB ATM branch is same)
 Branch can keep card for maximum 8 working days for customer to collect his card.
 In case customer does not collect his/her card within 8 working days, issuer branch is supposed to delete and destroy the car d and issue new
card on customer request.

2. MIB Cross Brach – Card retained on MIB ATM

(where MIB Issuing and MIB ATM branches are different)
 ATM Branch can keep the card for maximum 2 working days for customer to collect his card
 ATM Branch forwards card to Issuer branch if customer does not collect his card within 2 working days
 MIB Issuer branch can keep the card for maximum 8 working days for customer to collect his card
 In case customer does not collect his/her card within 8 working days, issuer branch is supposed to delete and destroy the car d and issue new
card on customer request.

3. Other Bank card retained / captured on MIB ATM

 ATM Branch can keep the card for maximum 2 working days for customer to collect his card
 ATM Branch forwards card to MIB CFC if customer does not collect his card within 2 working days
 MIB CFC forwards the card to respective Issuer Bank’s CFC

4. Other banks– MIB Card retained on other banks ATM

 All such cards are received to MIB CFC from other banks CFC
 MIB CFC forwards such cards to respective MIB Issuer branch
 MIB Issuer branch can keep the card for maximum 8 working days waiting for customer to collect his card.
 In case customer does not collect his/her card within 8 working days, issuer branch is supposed to delete and destroy the car d and issue new
card on customer request.
Responsibility of branches
Branches must ensure to retrieve all Captured or Retained cards
from their ATMs on a daily basis.
ATM branches must ensure to tally total card count appeared in
the scroll summary of Captured Card Counter with the physical
plastic retrieved from their ATMs.
Branches can distinguish between Captured and Retained cards
using ATM scroll.
Cards that are captured by ATM (due to its status on the host as
“Lost / Stolen”) would appear on ATM scroll with response code
20.
Any card that has been Retained by ATM against which ATM
scroll does not response code 20 would be considered as
“Retained” are required must to be manually updated on RCCM
application immediately by ATM branch.
Branches to monitor and strictly follow SBP mandated TAT
The Skimming Device!!
The Original Keyboard
The False/Fake Keyboard placed on Top of the original!!
False/Fake Keyboard Removed!
Original Card Insertion Slot
The False/Fake Card Reader Slot cover on Top!!
The False & Original Slot Different
Original keyboard is intact at
same level
 The Card Insertion Slot is in same ATM surface

flashing green light

The End