2018

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
2.8 Selling of Alternative Banking Channels.................................................................................... 28
2.8.1 Selling of Cards................................................................................................................... 28
2.8.1.1 Debit Card Request Registration......................................................................................... 28

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2.8.1.2 Debit Card and PIN Delivery at Branch ............................................................................. 29

2.8.1.3 Pre-paid Cards Recruitment and delivery ........................................................................... 29
2.8.2 Online Banking ................................................................................................................... 31
2.8.2.1 Selling of Mobile Banking Service ..................................................................................... 31
2.8.2.2 Selling of Internet Banking Service .................................................................................... 32
2.8.3 Selling of CBE Birr Service ................................................................................................ 33
2.8.3.1 Customer Registration for CBE birr ................................................................................... 33
2.8.3.2 Agent Recruitment for CBE Birr ........................................................................................ 34
2.8.3.3 Merchant Recruitment for CBE Birr ................................................................................... 34
2.8.4 Merchants Recruitment for POS Deployment and Association .......................................... 35
2.8.4.1 Merchant Recruitment......................................................................................................... 35
2.8.4.2 Association of POS Machine .............................................................................................. 36
2.8.4.3 Deployment of POS Machine ............................................................................................. 37
2.9 Checking of Transaction and Custody of Documents on Selling of Alternative Channels
Services ................................................................................................................................................... 37
2.10 Selling of Banking Services ........................................................................................................ 38
2.10.1 Muday Bank Service ........................................................................................................... 38
2.10.2 Safe Deposit Box Service ................................................................................................... 39
2.10.3 Cash Pick up Service/Cahier Implant Service .................................................................... 40
2.10.4 Salary Payment ................................................................................................................... 41
2.10.5 Transaction Checking and Custody of Documents in Selling of Services .......................... 41
CHAPTER THREE .................................................................................................................................... 44
COLLECTION ........................................................................................................................................... 44
3.1. Collection through Conventional Channels ..................................................................................... 44
3.1.1. Cash Collection ............................................................................................................................. 44
3.1.1.1 Collection of Cash for Deposit............................................................................................ 44
3.1.1.2. Collection of Cash to sell FCY .............................................................................................. 45
3.1.1.3. Collection of Cash to purchase FCY cash notes .................................................................... 46
3.1.1.4. Collection of Money for Local Transfer/Fund Transfer ........................................................ 47
3.1.1.5 Collection of Money for Issuance of Bankers‟ Cheque ...................................................... 48
3.1.1.6 Collection of Money for Foreign Money Transfer.............................................................. 49
3.1.2 Collection of Cheques and Banker‟s Cheque...................................................................... 50

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3.1.2.1 CBE Cheques/Bankers Cheque ........................................................................................... 50

3.1.2.2. Other Banks‟ Cheques / Banker‟s Cheque ................................................................................. 50
3.1.2.3 Collection of Other Bank through Special Clearance ......................................................... 53
3.1.3 Collection of Foreign Cheques ........................................................................................... 54
3.1.3.1 Outward Bills Purchased (OBP) ......................................................................................... 54
3.1.3.2 Outward Bills for Collection (OBC) ................................................................................... 56
3.1.4 Collection through MT103 from Other Bank ..................................................................... 56
3.1.5 Collection at the Premises of a customer ............................................................................ 57
3.1.5.1 Cashier Implant ....................................................................................................................... 57
3.1.5.2 Collection through Cash Pickup Service................................................................................. 59
3.2. Collection through Alternative Channels ......................................................................................... 60
3.2.1 Collection through Cards on POS and ATM Machines ...................................................... 60
3.2.2 Collection through Online Banking Channels .................................................................... 61
3.2.3 CBE Birr ............................................................................................................................. 61
3.3 Collection for Tax/Utility Payments ........................................................................................... 62
3.4 Post Transaction Checking and Custody of Documents in Collection ....................................... 63
CHAPTER FOUR....................................................................................................................................... 64
PAYMENT SERVICES ............................................................................................................................. 64
4.1. Payment through Conventional Channels ........................................................................................ 64
4.1.1. Cash Payment............................................................................................................................ 64
4.1.1.1 Cash Payment from Saving Account .................................................................................. 64
4.1.1.2 Cash Payment from Cash Indemnity Account .................................................................... 66
4.1.1.3 Cash Payment from Current Account in Birr/FCY ............................................................. 67
4.1.1.4 Cash Payment from Retention Account .............................................................................. 67
4.1.1.5 Cash Payment from Inactive Accounts ................................................................................... 68
4.1.1.6 Cash Payment from Unauthenticated new Accounts .............................................................. 69
4.1.2 Local Money Transfer ......................................................................................................... 70
4.1.2.1 Payment for Local Money Transfer .................................................................................... 70
4.1.2.2 Payment for Cancellation of LMTS .................................................................................... 71
4.1.2.3 Payment of LMTS for Lost Security Number..................................................................... 72
4.1.3. Payment through Fund Transfer ............................................................................................... 73
4.1.3.1. Payment Using the Format for Account to Account Transfer ............................................... 73

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4.1.3.2. Payment Using Cheque .......................................................................................................... 74

4.1.3.3 Payment Using Letter of Instruction ....................................................................................... 75
4.1.3.4 Payment through Customer Standing Instruction ............................................................... 77
4.1.4. Payment of Foreign Remittance ................................................................................................ 78
4.1.5 Payment through Negotiable Instruments ........................................................................... 79
4.1.5.1. Payment of Bankers‟ cheque.................................................................................................. 79
4.1.5.2 Payment of lost Bankers‟ cheque ........................................................................................ 80
4.1.5.3 Payment of CBE Cheque /Bankers‟ cheque Collected by Other Banks (through EATS) .. 81
4.2. Payment through Alternative Channels ........................................................................................... 82
4.2.1. Payment through POS Cash Advance ....................................................................................... 82
4.2.2. Payments through ATM and Online Banking........................................................................... 83
4.2.3. Payment through CBE Birr System .......................................................................................... 84
4.2.3.1 Payment to Registered Customers ...................................................................................... 84
4.2.3.2 Payment for Unregistered Customer ................................................................................... 85
4.3 Post Transaction Checking and Custody of Documents in Payments ........................................ 85
CHAPTER FIVE ........................................................................................................................................ 86
TRANSACTION AUTHORIZATION LIMIT AND TRANSACTION CHECKING .............................. 86
5.1 Collection and Payment Transaction Authorization Limit on Deposit Accounts ....................... 86
5.2 Transaction Authorization Limits on Services ............................................................................ 87
5.3 Transactions Authorizations Limits on Alternative Channels .................................................... 87
5.3.1 Transactions Authorizations Limits on Payment Cards ...................................................... 87
5.3.2 Transaction Authorization Limits on Online Banking Channels (MB&IB) ....................... 88
5.4 Transactions Authorization Limit on CBE birr ........................................................................... 89
5.4.1 Transaction Authorization Limit on CBE birr Customer .................................................... 89
5.4.2 Transaction Authorization Limit on CBE birr Agent Account ........................................... 89
5.4.3 Authorization Limit on Agent Operator per Transaction Amount (birr) ............................ 90
5.5 Transaction Checking /Document Checking / ............................................................................ 91
5.6 Inter Branch Transaction Limit ................................................................................................... 93
CHAPTER SIX ........................................................................................................................................... 94
BOOK MANAGEMENT ........................................................................................................................... 94
6.1 Transactions Reconciliation and Balancing ................................................................................ 94
6.1.1 Reconciliation of Account Receivables/Payables ............................................................... 94

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6.1.2 Reconciliation and Balancing of ATM Transactions .......................................................... 95

6.1.2.1 Reconciliation of CBE Cards Transactions......................................................................... 95
6.1.2.2 Reconciliation of Other Bank Card Transactions ............................................................... 95
6.1.2.3 Reconciliation of International Cards Transaction.............................................................. 96
6.1.2.4 Reconciliation of Card Transactions on Forex ATM .............................................................. 96
6.1.2.5 Reconciliation of Foreign Cash Notes Exchange on Forex ATMs ......................................... 97
Banking Operation Officer ......................................................................................................................... 97
Junior Officer .............................................................................................................................................. 97
Manager Branch Operation ......................................................................................................................... 97
6.1.2.6 Exceptions in ATM Reconciliation and Balancing ................................................................. 98
6.1.2.6.1 ATM Cash Withdrawal without Affecting Customer Accounts (CBE Cardholder)....... 98
6.1.2.6.2 Debiting Customer Accounts without Dispensing Cash (CBE Cardholder) ................... 98
6.1.2.6.3 Forex ATM Machine captures currency notes, but not dispense cash ............................ 99
6.1.3 POS Reconciliation and Balancing ......................................................................................... 99
6.1.3.1 Merchant POS Transaction ..................................................................................................... 99
6.1.3.2 POS Cash Advance Transaction ........................................................................................... 100
6.1.3.3 Exceptions in POS Transaction............................................................................................. 100
6.1.3.3.1 Incomplete Transaction and Amount Locked ................................................................... 100
6.1.3.3.2 Offline and Failed transaction ........................................................................................... 101
6.1.3.3.3 Transactions not reflected on Merchant Account ............................................................. 101
6.1.3.3.4 Refunding unsuccessful Transactions on Merchant‟s POS............................................... 102
6.1.4 CBE Birr Transaction Reconciliation ................................................................................... 103
6.2 General Ledger Position follow-up ........................................................................................... 103
6.2.1 System Suspense ................................................................................................................... 103
6.2.2 ATM Suspense Account ....................................................................................................... 103
6.2.3 Abnormal Balances of accounts ............................................................................................ 104
6.3 Post Transaction Checking and Custody of Documents ........................................................... 104
CHAPTER SEVEN .................................................................................................................................. 106
CUSTOMER PROFILE MANAGEMENT .............................................................................................. 106
7.1 Customers Request to Change Name ........................................................................................ 106
7.1.1 Customer Name is not properly recorded on the system ...................................................... 106
7.1.2 Customer Name Changes Request by Court Order............................................................... 106

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7.2 Customers Request for Changing Signature ............................................................................. 107

7.3 Customers Account Status Change request (from Inactive to Active Account) ....................... 108
7.4 Handling Power of Attorney ..................................................................................................... 108
7.5 CBE Birr Profile Management .................................................................................................. 109
7.5.1 CBE Birr Customer Level Update / Upgrade ....................................................................... 109
7.5.2 Updating the CBE Birr Agent‟s /Merchant‟s Profile ............................................................ 110
7.6 Additional/Secondary Card Request ......................................................................................... 110
7.7 Additional Account Association to Debit Card ........................................................................ 111
7.8 PIN Change Request on Cards .................................................................................................. 111
7.9 Card Replacement Request ....................................................................................................... 112
7.9.1 Replacement of Debit Cards in the case of Lost/Stolen .................................................... 112
7.9.2 Refund for Non-reloadable Pre-paid Cards in the case of Lost/Stolen ............................. 113
7.9.3 Replacement for Personalized Pre-paid Cards in the case of Lost/Stolen ........................ 113
7.9.4 Card Replacement for Damaged Domestic Pre-paid Cards (Wallet and Co-Branded) .... 114
7.9.5 Card Replacement for Expired Debit Cards...................................................................... 115
7.10 Profile Change/Amendment Online Banking Service Request................................................. 115
7.10.1 Change/Additional Account Association for Mobile Banking Service ............................ 115
7.10.2 Change/Additional Account Association on Internet Banking Service ............................ 116
7.10.3 Change in Customer‟s/User‟s Information on Internet Banking Service.......................... 117
7.10.4 User Change and Replacement Process in Corporate IB .................................................. 117
7.10.5 Request for View Access to Non-Signatories Corporate IB Users ................................... 118
7.10.6 Lost or Stolen Hard Token Handling and Replacement Process ...................................... 118
7.10.7 Faulty or Damaged Hard Token Replacement Process..................................................... 119
7.10.8 Expired Token Handling and Reissuance Process ............................................................ 119
7.10.9 Additional POS Terminal Request .................................................................................... 120
7.11 Post Transaction Checking and Custody of Documents ........................................................... 120
CHAPTER EIGHT ................................................................................................................................... 122
PRODUCT AND SERVICE TERMINATION ........................................................................................ 122
8.1 Account Closure for Saving/Current Account ...................................................................... 122
8.2 CBE Birr Agent Services Termination ................................................................................. 123
8.3 CBE Birr Merchant Services Termination ............................................................................ 123
8.4 Termination of Card Banking Services ..................................................................................... 124

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8.5 Online Banking Services (MB and IB) Termination ................................................................ 124
8.5.1 Blocking of Mobile banking services ............................................................................... 124
8.5.2 Termination of Internet Banking Services ........................................................................ 124
8.6 POS Merchant Contract Termination ....................................................................................... 125
8.7 POS Displacement /Removal .................................................................................................... 126
8.8 Post Transaction Checking and Custody of Documents in Product and Service Termination . 127
CHAPTER NINE ...................................................................................................................................... 128
BRANCH CASH OPERATION ............................................................................................................... 128
9.1 Cash Holding Limit and Cash Operation .................................................................................. 128
9.1.1 Steps to follow at opening and starting of Day‟s Operations ............................................ 128
9.1.2 During the Day‟s Operations ............................................................................................ 129
9.1.3 Closing Cash Activities ..................................................................................................... 131
9.2 Cash Difference (Shortage/Excess) Handling ........................................................................... 134
9.3 Refund of Excess Cash ............................................................................................................. 134
9.4 Forged (Counterfeit) Notes ....................................................................................................... 135
9.5 Good Coin Handling ................................................................................................................. 135
9.6 Deteriorated Notes and Depilated Coin Handling .................................................................... 136
9.7 Exchange of Birr Notes and Coins on Sorting Table Operations ............................................. 136
9.7.1 Exchange of Birr and coins ................................................................................................... 136
9.7.2 Cash Handling at Sorting Table ............................................................................................ 137
9.8 Cash Consolidation, Lodgment, and Vault Cash handing and taking over............................... 137
9.8.1 Cash Consolidation ............................................................................................................... 137
9.8.2 Cash Lodgment ..................................................................................................................... 138
9.9 ATM Cash handling and Operation Process ............................................................................. 138
9.9.1 ATM Cash Shortage handling............................................................................................... 139
9.9.2 ATM Cash Excess ................................................................................................................. 140
9.10.1 At the time of cash collection request ............................................................................... 140
9.10.2 At the time of supply request ............................................................................................ 141
9.11 Basic Cash Precautions and Security ............................................................................................ 142
9.12 Post Transaction Checking and Custody of Documents ........................................................... 144
CHAPTER TEN........................................................................................................................................ 145
BOND MANAGEMENT ......................................................................................................................... 145

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10.1 Stock Handling.......................................................................................................................... 145

10.2 Sale of Grand Ethiopian Renaissance Dam Bond ..................................................................... 145
10.3 Payment of Matured Bonds....................................................................................................... 146
10.4 Lost/Mutilated Bond ................................................................................................................. 146
10.5 Bond Reconciliation.................................................................................................................. 147
10.6 Post Transaction Checking and Custody of Documents ........................................................... 147
CHAPTER ELEVEN ................................................................................................................................ 148
OTHERS OPERATIONAL ISSUES ........................................................................................................ 148
11.1 Handling of Insufficient fund Cheque................................................................................... 148
11.1.1 Insufficient fund Cheque Presented at the Account Holding Branch .................................... 148
11.1.2 Insufficient Fund Cheque Presented to other than Account Holding Branch (Located in
Other Cities) ...................................................................................................................................... 149
11.1.3 Release of Restricted Amount due to Insufficient Fund ................................................... 150
11.1.4 Deletion from Insufficient fund record ............................................................................. 150
11.2 Stop Payment Order .................................................................................................................. 150
11.2.1 Steps for Request of a Stop-Payment Order ..................................................................... 150
11.2. 2 Cancellation of a Stop-Payment Order ................................................................................. 151
11.3 Request of Amount Blocking or Account Blocking ................................................................. 152
11.4 Balance Confirmation Request ............................................................................................. 153
11.5 Issuance of Bank Statement .................................................................................................. 153
11.6 Stock Management ................................................................................................................ 154
11.6.1 Cheque /Bankers cheque Stock Handling and Issuance.................................................... 154
11.6.2 Passbook Stocks Handling and Issuance........................................................................... 156
11.6.3 Rubber Stamp Handling .................................................................................................... 156
11.7 Cash Box Handling ................................................................................................................... 157
11.8 Keys and Combination Management ........................................................................................ 158
11.8.1 Handling of Strong Room Doors, Grills, Vault and ATM keys ....................................... 158
11.8.2 Cash Box Handling ........................................................................................................... 159
11.8.3 ATM / Vault Combination Code Change ......................................................................... 159
11.8.4 Replacement of Lost Keys ................................................................................................ 159
11.8.5 Branch Main Gate, Safe cabinet, Generator Room Key and other Keys Handling .......... 160
11.9 Handling of Undelivered Payment Cards ................................................................................. 160

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11.10 Handling of Uncollected or Forgotten Cards ........................................................................ 161

11.11 Handling of Lost and Found items in the Branch ................................................................. 161
11.12 Post Transaction Checking and Custody of Documents ....................................................... 162
CHAPTER TWELVE ............................................................................................................................... 163
QUALITY ASSURANCE ........................................................................................................................ 163
12.1 Customer Acquisition on Product and Services ........................................................................ 163
12.2 Collection and Payment Service ............................................................................................... 164
12.3 Transaction Reconciliation ............................................................ Error! Bookmark not defined.
12.4 Customer Profile Management and Change .................................. Error! Bookmark not defined.
12.5 Product, Channel or Service termination ....................................... Error! Bookmark not defined.
12.6 Cash operation ............................................................................... Error! Bookmark not defined.
12.7 Back Office and Asset Management ......................................................................................... 165
12.8 Customer Satisfaction and Customer Complaint Management ................................................ 166
12.9 Branch Performers Skill, Knowledge and Attitude Gap ........................................................... 166
12.10 Process, Procedure and System Improvement in Bringing Operational Excellence ............. 167
13. REPEAL ............................................................................................................................................. 168
14. REVISION OF THE PROCEDURE .................................................................................................. 169
15. EXCEPTIONS .................................................................................................................................... 169
16. EFFECTIVE DATE ............................................................................................................................ 169

Annexes

Annex 1- Hand Book on Customers Classification, Features of Products, Channels and Services

Annex 2- Cheque Account Operation NBE –Directive No SBB64/2016

Annex 3- Forms, Terms and Agreements

Annex 4- Standard Delivery Time Check List

Annex 5- Standard Service Delivery Time Data Tracking Form

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Acronyms

Acronyms

ATM Automated Teller Machine

BBO Banking Business Officer
BOO Banking Operation Officer
BM Branch Manager
CBE Commercial Bank of Ethiopia
DBE Development Bank of Ethiopia
EATS Ethiopian Automated Transfer System
ECX Ethiopian Commodity Exchange
EDRMS Electronic Documents Recording and Management System
EFIC Ethiopian Financial Intelligence Center
EJ Electronic Journal
GL General Ledger
JO Junior Officer
IB Internet Banking
IFTS Inter-bank Funds Transfer System
KYC Know Your Customer
MB Mobile Banking
MBB Manager Branch Business
MMS Mobile Money System
POS Point of Sale Terminal
RTGS Real Time Gross Settlement
SBBO Senior Banking Business Officer
SBOO Senior Banking Operation Officer
USSD Un-structured Supplementary Service Data
XHTML Extensible Hyper Text Markup Language

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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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1.2 Definition of Terms and Concepts

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

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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.
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,

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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.
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.

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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
for interbank retail card payments with other member banks.
45. Switch: shall mean system that handles different electronic payments and channels among
banks.
46. Tracer: shall mean a list of items in the subsidiary ledger that the total shall agree with the
general ledger balance that the source may be kept manually or on the system like CPO‟s
payable, LMTS payable, account receivables, etc.
47. Teller ID: shall mean an identification number that identifies the staff involves in cash
related tasks on the core banking system.
48. Till to Till Transfer: shall mean the transfer of cash from banking business officer - (at
front) to senior banking operation officer -cash or vice versa through the system.
49. Till to Vault Transfer: shall mean the transfer of cash from the senior banking operation
officer -cash to Vault through the system.
50. Unregistered CBE birr Customer: shall mean customers captured in CBE birr system
only with cell phone number; these customers typically have very limited access to the
services.

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51. Vault to Till Transfer: shall mean the transfer of cash from the Vault to senior customer
service officer-cash through the system.
52. Verification of Signature: shall mean the checking of the signature with naked eye
without sending the document/instrument to external forensic department.

1.3 Objectives of the Procedure

The primary objectives of this procedure are to:

a. Ensure standardization and quality in the Branch Banking;

b. Have a single source of reference to performers;
c. Determine the duties and responsibilities of each employees in branch at business, operation
and quality assurance; and
d. Provide guidance and support to all employees under Branch Banking.

1.4 Scope of the Procedure

This procedure shall cover and govern operational activities of the Branch Banking, including
the duties and responsibilities of performers in the Branch.
1.5 Governing Rules
This procedure shall be governed by:
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.

1.6 The Structure of Branch Operation

The structure of Branch Operation is depicted based on the new work flow, authorities and
responsibilities and new business principles as follows:

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a. At Head Office

VP-Banking Service

Director -Quality Director-Deposit Director - Director-Business

Mobilization Payment Director-
Assurance Network Support District
Service
Manager-
Deposit Manager-
Products Domestic Manager -District
Payment Communication
Manager-Sales
Deposit Manager-
Mobilization Card Business Manager-Branch
Establishement
Manager-Online
Manager-District Banking
Support
Manager-Mobile
Money

VP-Banking Operation

Director-Cash Director-Conventional Director-

Management Payment Alternative Director-Contact Center
Payment Channels

Manager-Local Manager-Customer
Currency Accounts and Bonds Manager-Card
Management Manager-Customer
Contact Center
Manager-Foreign Manager-ATS
Currency Manager-Accounts
and Reconciliations
Manager-Internal
Help Desk
Manager-Other Bank Manager-Technical
Support
Manager-Quality
Assurance and
Technical Support

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b. At District Offices

Director District

Manager-District
Audit

Manager-Credit Manager-Credit Manager- Manager-HR Manager-

Manager Quality
Management Underwriting Resource Business Operation and
Mobilization Assurance
Partnering Logistic

c. At Branch
Special and Grade IV Branches

Branch Manager

Manager Branch Manager Branch Quality

Operations Manager Branch Assurance
Business
Senior Banking Quality Assurance
Operation Officer Customer Service
Officer
Manager-sales
Banking Operation Customer Service
Officer Manager-Service Associate- Quality
Assurance Officer
Senior Banking
Business Officer
Junior Officer
Customer Relations
Officer
Banking Business
Bank Trainee Officer
Customer Service
Cash Office Officer
Attendant
Junior Officer

Bank Trainee

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Grade III Branch

Branch Manager

Manager Branch Manager Branch

Manager Branch Quality Assurance
Operations Business
Senior Banking Quality Assurance
Operation Officer Customer Service
Manager-sales Officer
Banking Senior Banking
Operation Business Officer Associate- Quality
Officer Assurance Officer
Customer Relations
Officer
Junior Officer
Banking Business
Officer
Bank Trainee Customer Service
Officer

Cash Office Junior Officer

Attendant
Bank Trainee

Grade II branch

Branch Manager

Manager Branch Manager -Branch Quality

Operations Manager Branch Business Assurance

Senior-Banking
Banking Operation Business Officer
Associate-Quality
Officer Assurance Officer
Banking Business
Officer
Junior- Officer
Customer Service
Officer
Bank Trainee
Junior Officer
Cash Office
Attendant Bank Trainee

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At Grade I branch

Branch Manager

Manager Branch Manager -Branch Quality

Manager Branch Assurance
Operations Business

Banking Operation Banking Business Associate Quality

Officer Officer Assurance
Officer
Customer Service
Junior Officer Officer

Bank Trainee Junior Officer

Cash Office Bank Trainee

Attendant

1.7 General Authority and Responsibility

1.7.1 Branch Manager

The Branch Manager shall;

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;

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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;
l. Ensure the implementation of service delivery standards;
m. Use judgment or rationale based on experience to make decisions requesting support from
other internal process;
n. Keep District management regularly informed of trends and development in the Branch
environment;
o. Synchronize the work and communicate constraints and problems with the District
Director;
p. Continuously assess the Branch‟s work practices and propose changes and enhancements to
improve the results;
q. Set team objectives, goals , and performance standards and facilitate team‟s alignment and
goal cascading;
r. Provide follow –up on audit report findings related to the Branch‟s work and take any
necessary remedial action; and
s. Analyze needs, asses the capacities of staff, and propose continuous education (e.g. training
plan, TOT, seminars).

1.7.2 Manager, Branch Business

The Manager Branch Business shall;

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;

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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 ;
l. Facilitate the provision of efficient and high quality service to customers;
m. Monitor service quality levels through customer feedback mechanisms:
n. Prepare and implement periodic job rotation plan for the Branch business staff ;
o. Ensure that all Branch transactions are processed accurately and efficiently ;
p. Ensure that all scheduled transactions checks and controls are carried out on time and to
high standards of accuracy;
q. Identify areas of risk and non-compliance with procedures and inform the Manager
Branch Quality Assurance ;
r. Responsible for management and maintenance of all bank products sold in the branch;
s. Perform regular, annual assessment of all business –related work practices and propose
improvements to Manager , Branch Quality Assurance where necessary;
t. Evaluate the periodic plans , as well as marketing plans and sales plans ,and prepare
recommendations for revisions or improvements;
u. Keep the Branch Manager regularly informed of trends and developments in the market;
v. Provide follow –up on audit report findings related to the Branch‟s Business work and
take any necessary remedial action;
w. Analyze needs, asses the capacities of staff, and propose continuous education (e.g.
training plan, TOT, seminars).

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x. Performs the duties and responsibilities of Customer Service Manager-Sales/Service

where they are not assigned or in their temporary absence.

1.7.3 Manager, Branch Operation

The Manager Branch Operations shall;
a. Supervise the operations management activities (general ledger management, cash
operations, bulk transaction processing, archiving , and logistics) in the Branch ;
b. Coordinates and develop annual/quarter/monthly operational plan for branch‟s operation
team ;
c. Work closely with the Branch Manager, Branch Business and Quality Assurance Manager
to develop the overall implementation plan;
d. Maintain standard operational service delivery time ;
e. Ensure proper handling branch books of account;
f. Adhere to Branch cash control and security requirements regarding cash and negotiable
instruments;
g. Monitor service levels against customer expectations;
h. Identify quality gaps and reports to the Manager , Branch Quality Assurance;
i. Follow up the transaction of newly opened accounts for a given period of time ;
j. Follow up timely settlement of suspense accounts ;
k. Keeps dual controls of the Branch‟s vault and petty cash;
l. Sign and counter sign tickets originated with in the branch and approve payments;
m. Facilitate the provision of efficient high-quality service to customers ;
n. Monitor the quality of service through customer feedback mechanisms;
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;

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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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1.7.4 Manager, Branch Quality Assurance

The Manager Branch Quality Assurance shall:

a. Supervise the quality assurance management activities in the Branch ;

b. Develop and propose Branch quality assurance strategy and plans to the branch Manager;
c. Continuously assess the Branch operations, transactions and work practices ( Procedures)
and propose changes and enhancements to improve the results;
d. Set objectives, goals , and performance standards with regards to quality control in all
Branch activities ;
e. Conduct random control checks on operations and transactions to identify weakness in
practices;
f. Assess and propose improvements to procedures , operational manuals, and workflows
and submit reports to the Manager, District Quality Assurance ;
g. Analyze Branch audit and risk reports and propose measures(e.g. procedures, training,
workflow) for avoiding corrective audit observations in the future;
h. Follow-up on various Branch reports and identify bottle-necks impeding operational
excellence ;
i. Facilitate close communication and coordination on areas of improvement between the
quality assurance and business or operational teams with in the same Branch;
j. Responsible for quality assurance management and maintenance regarding all operational
aspects of the Branch products and services or operations ;
k. Perform regular , periodical assessments of all quality level work practices and propose
improvements where necessary ;
l. Work collaboratively with peer teams and share experiences among all performers ;
m. Provide follow –up on audit report findings related to the Branch‟s quality assurance
work ; and
n. Analyze needs, asses the capacities of staff, and propose continuous education (e.g.
training plan, TOT, seminars).

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1.7.5 Manager, Customer Service -Sales

The Customer Service Manager-Sales shall:

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.

1.7.6 Manager, Customer Service-Service

The Customer Service Manager-Service shall:

a. Actively promote and manage the process of continuous improvement among banking
officers in customer services within the branch;
b. Ensure the accurate processing of customer request, orders and order confirmations are done
with promised time;
c. Drive sales and achieve business targets through coordination of banking business officers;
d. Support sales of banking business officer in his sales effort, and product related technical
support;
e. Facilitate the provision of efficient and high quality service to customers as per the standard;

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f. Work on relationship management with customers to help customer use banks products and
services;
g. Ensure all branch transactions are processed accurately and efficiently and no unauthorized
transactions are left in the system for specific business day;
h. Engage the employees of the branch in regular discussions to transfer knowledge , and
understand their issues/ concerns about selling of products and services;
i. Ensure that all customer service requirements are met, sales of products and services are
facilitated; and customers are satisfied;
j. Create and sustain a positive team environment displaying high levels of customer service
and excellent team spirit;
k. Promote effective customers service communication throughout all levels of the banking
officers in the branch.

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CHAPTER TWO
CUSTOMER ACQUISITION AND SELLING OF CBE PRODUCTS
AND SERVICES
[

2.1 Customer Acquisition

Manager Customer Service -Sales

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;
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.

Customer Service Officer

a. Provides advice and assistance to customers in the most appropriate format to meet their
needs, demonstrating due attention to customer care and a professional approach at all
times;
b. Ensures formats and promotional materials are available and forward requests to
Manager Branch Operation if needed;

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c. Ensures that windows are appealing and attractive for customers to sell products and
services;
d. Involves in the sales campaigns and working closely with the entire business team for
achievement of the branch targets;
e. Explains to the customer‟s in the sales process about the products and services eligibility
criteria and require documents;
f. Recruits potential customers from internal leads generated and sales initiatives to achieve
the annual customer acquisition and deposit mobilization plan;
g. Sets sales call appointment for qualified sales leads and provides the branch‟s contact
person/telephone for any enquiry;
h. Follows up the performance of newly recruited top customers, agents and merchants;

Banking Business Officer

a. Ensures her/his window is always ready for selling of product and services;
b. Briefs customers about product/service types, features and requirements;
c. Recommends appropriate products to customers that suits their needs;
d. Creates daily sales through customer acquisition and selling of products and services;
2.2 Customer ID Creation

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)

Banking Business Officer

a. Attends customers‟ requests at the counter or potential market places and describes about
products and services of the bank;

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;

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i. Using pre-printed standard application form

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;

ii. Using EDRMS ( separate customer onboard system)

1. Interviews and inserts required information on EDRMS and prints system generated
application form;

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;

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g. Creates the customer identification as individual, or corporate as appropriate according to the

nature of the customer, if the customer fulfills the eligibility criteria to open an account or
maintain a contract.

h. Forwards the application form and customer‟s identification card for authorization of
customer ID creation to Senior Banking Business Officer;

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;

b. Ascertains that mandatory customer information including standard mnemonic is

incorporated into the system properly by looking documents presented by the customer;

c. Checks and authorizes customer record.

2.3 Account Opening and Contract Maintenance

The customer can lodge account opening request either of the following ways:

a. At any CBE branches and service outlets;

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.

2.3.1 Saving Accounts Opening

Banking Business Officer:

a. Requests the customer to present acceptable required documents as per the eligibility
requirement to open new account;
b. Checks that the required documents contains all the relevant information and in case of the
identification document ,it should contain , full name, Person‟s Photo, ID number, issue date,
Address, issuer name and issuer‟s stamp;
c. Opens new account on the system after the customer ID is created;

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d. Ensure that the right product code or category is given while the account is opened
consistent with customer‟s request;
e. Writes the system generated account number on the deposit slip, passbook and on the
application form;
f. Explains and sells to the customers about card banking, online banking or CBE birr services
as appropriate;

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;

j. Collects initial deposits , posts transaction ,gives deal slip and passbook;

k. Hand over all vouchers to Senior Banking Business Officer and;

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.

Senior Banking Business Officer

a. Checks fulfillment of all requirements and accurateness of application form;

b. Ensures that the customer‟s name is not on the mal-operation list;
c. Checks the proper scanning of all original documents of the customer and application forms;
d. Authorizes accounts opened and amendment on customer record initiated by Banking
Business Officer on the system if any;
e. Checks and signs on pass book if any;
f. Ensures card banking, online banking or CBE birr services as appropriate are sold to
customers;

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g. Changes account status from auto-restricted opened account to active account status flag on
EDRMS for documents authenticated before 15 days;
h. Collect all vouchers and application forms from BBO and forwards to SBOO for
documentation ;

2.3.2 Demand /Current/ Accounts Opening

Banking Business Officer:

a. Requests the customer to present acceptable required documents as per the eligibility
requirement to open new account;
b. Checks that the required documents contains all the relevant information;
c. Opens new account on the system after customer Id is created;
d. Ensure that the right product code or category is selected from the system;
e. Attaches a photo on application form for individual accounts if digital camera is not
available to take the photo;
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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Senior Banking Business Officer

a. Checks fulfillment of all requirements and accurateness of application form;

b. Checks that the customer‟s name is not on the mal-operation list;
c. Checks the proper scanning of all original documents of the customer and application forms;
d. Authorizes accounts opened and amendment on customer record initiated by Banking
Business Officer on the system, if any;
e. Prepares cheques as per the request of the customer and issues to the customer by registering
on the register book;
f. Checks cheques are properly issued on the system and charges are collected from the
customer account;
g. Ensures card banking, online banking or CBE birr services as appropriate are sold to
customers;
h. Changes account status from auto-restricted opened account to active account status flag on
EDRMS for documents authenticated before 15 days.

2.3.3 Fixed Time Deposit Contract Maintenance

Customer Service Manager-Sales

a. Deals with the customer to set the amount of money to be deposited, period of fixed-
time/term, and informs her/him the fixed interest rate;

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;

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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.

2.4 Foreign Currency Accounts and Contract Maintenance

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).
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.

2.5 IFB Account and Contract Maintenance

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.

2.6 Document Authentication of New Accounts

Manager Branch Operation

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.

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iii. Accounts opened by letter for employees of corporate customers for salary or
provident fund account.
iv. Mortgage, pension and Army accounts and;
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.

Banking Operation Officer

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;

Banking Business Officer

a. Collects the authenticated documents and verifies against the previously scanned/filled
documents;

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b. Deletes/withdraws the previously scanned/filled documents and scans the authenticated

documents to the customer‟s account;

c. Forwards the documents to Senior Banking Business Officer for checking and
authorization.

Senior Banking Business Officer

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.

2.7 Post Transaction Checking and Documentation in Account Opening

Senior Banking Operation Officer/Banking Operation Officer

a. Extracts daily list of opened accounts and contracts, checks that accounts are opened as
per the eligibility criteria and required documents on daily basis;
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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2.8 Selling of Alternative Banking Channels

2.8.1 Selling of Cards

2.8.1.1 Debit Card Request Registration

Banking Business Officer

a. Explains about the features and benefits of cards to customers;

b. Assists the customer to fill the application form (Refer Form No. CBEBBF005) and ensures that
the applicant choose the right type of card products based on the eligibility criteria;
c. Makes the customer to sign undertaking letter for card application in the presence of the
Manager Branch Business and one witness from the customer side for blind customers;
d. Checks whether the customer already has an account that suite the type of card as per the
eligibility criteria;
e. Enters account number on „Payment Card Registration‟ Menu at Core Banking System and
retrieve applicant‟s information;
f. Verifies the applicant‟s signature on the signed application against retrieved information on
the system;
g. Forwards card application form to Senior Banking Business Officer;
h. Scans the application form and terms and conditions in the case of EDRMS system;
i. Advice the customer to collect payment card when she/he receives SMS message or
telephone call.
Senior-Banking Business Officer

a. Checks fulfillment of all requirements and accurateness of information filled in the

application form;
b. Ensures that undertaking letter is signed by the customer in the case of blind customer;
c. Checks and authorizes card request on the system;
d. Forwards the card application form to the Senior Banking Operation Officer where the
EDRMS system is not implemented.

Customer Service Manager-Service

a. Updates the Card request database on daily basis;
b. Monitors on time production and delivery of cards against SDT.

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2.8.1.2 Debit Card and PIN Delivery at Branch

Customer Service Manager-Service

a. Collects sealed cards and PINs envelope sent from Card Management team at HO via
messenger/courier services;
b. Reports immediately to Card Management Team in case of discrepancies, after rejection on
the system;
c. Hands over PINs, in sealed envelope, to Senior Banking Business Officer against signature
on PINs delivery register;
d. Keeps cards in safe custody pending delivery to customers;
e. Delivers cards to customers verifying signatures at the back of cards and on the registry of
card delivery;
f. Performs card-account association on the core banking system after card delivery to the
customer;
g. Confirms receiving of SMS message by customer while performing card-account
associations; and
h. Balances cards on hand against total cards undelivered report daily.
Senior Banking Business Officer

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.

2.8.1.3 Pre-paid Cards Recruitment and delivery

i. Personalized Prepaid Card Recruitment

Banking Business Officer

a. Explains the feature and benefits of prepaid cards to the customer;

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b. Assists the customer to fill the card and fund loading application form (Refer Form No.
CBEBBF005) after explaining the types and value of prepaid card;
c. Checks for presentation of required documents as per the requirement and the NBE
directives, especially for international prepaid card;
d. Collects cash from the customer or debits the customer account. If the card is
international prepaid card, the Banking Business Officer shall collect foreign currency in
USD/GBP/Euro OR transfers from the customer‟s FCY account into the pool account;
e. Delivers cards to the buyer/customer and forwards all pertinent documents to senior
banking business officer.
f. Informs the customer to check the account balance and forwards all pertinent documents
to Senior Banking Business Officer;

Senior-Banking Business Officer

a. Receives all pertinent document from Banking Business Officer;

b. Confirms collection of funds/credit of pre-paid pool accounts and proper completion of
application forms;
c. Prepares applications summary and forwards to Banking Operation Officer for filing
and card management team for card production.

ii. Non-personalized Prepaid card

Banking Business Officer

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;
d. Forwards pre-paid card sales form and deposit advice to Manager Customer Service-
Service.

Manager Customer Service –Service

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a. Request prepaid cards in different denominations by writing a letter to Card Management at

head office;
b. Collects the pre-paid cards and PINs from card management at head office in sealed
envelope and keeps the cards under his/her custody;
c. Forwards pre-paid cards PIN to Senior Banking Business Officer;
d. Forwards list of pre-paid cards (received with denominations) to Senior Banking
Operation Officer;
e. Receives, authorizes pre-paid card sales form/application form/ and deposit advice from
Banking Business Officer; and
f. Delivers the Pre-paid card to the customer after signing on the pre-paid card register
book;

Senior Banking Business Officer

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.

2.8.2 Online Banking

2.8.2.1 Selling of Mobile Banking Service

Banking Business Officer

a. Explains about product feature and benefits to the customer;

b. Sales MB services to new or existing account holders;
c. Registers the customer record on the system or amend the customer record if it is existing;
d. Makes the customer sign the application, terms and conditions forms; (Refer Form No.
CBEBBF005) and MB (Refer Terms & Conditions No. CBEBBTC001)
e. Identifies the customer and verifies the signature on the application form against the
signature on the system;
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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.

Senior Banking Business Officer

a. Checks the customer information is correctly inputted on system; and

b. Authorizes MB User‟s ID in unauthorized mobile user list in the system.
Customer Service Manager-Service
a. Subscribes mobile channels on the system depending on the preference of the customer;
b. Produces activation code on the system and delivers to the customer; and
c. Assists the customer how to operate using his phone to make the status active.

2.8.2.2 Selling of Internet Banking Service

Banking Business 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.

Senior Banking Business officer

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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;
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.

2.8.3 Selling of CBE Birr Service

2.8.3.1 Customer Registration for CBE birr

Banking Business Officer

a. Explains the product features and benefits about CBE birr;

b. Receives and checks the documents contains all the relevant information including the phone
number and in case of the identification document, it should contain, full name, Person‟s
Photo, ID number, issue date, Address, issuer name and issuer‟s stamp;
c. Guides the customer to fill application form (Refer Form No.CBEBBF006);
d. Opens account in CBE Birr system using customer mobile number and assists the customer
to make the account status active;
e. Process bulk account opening requests and prepares all customer information as per the bulk
file format;
f. Uploads to the system the bulk file and process it correctly.
Senior Banking Business Officer
a. Checks the information entered in the system against the filled application; and
b. Authorizes customer creation and ensure the system generates CBE birr account opening
SMS for customer.

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2.8.3.2 Agent Recruitment for CBE Birr

Banking Business Officer

a. Explains the product features and benefits about CBE Birr;

b. Requests agent to fill application for Agent Banking and sign the agreement;(Refer Form
No.CBEBBF007) and (Refer Agreement No.CBEBBA001);
c. Verifies prospect agent using information from the regular bank account or requests the
prospect agent to open a deposit account if it/she/he does not have bank account;
d. Checks application details and fulfillment of all pertinent documents; and
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;

Manager Customer Services – Sales

a. Facilitates and delivers CBE Birr service training for the agent at agent premises or at the
branch;
b. Issues certificate to agent to run the CBE Birr service after delivery of training and forward
documents to Senior Banking Operation Officer;

2.8.3.3 Merchant Recruitment for CBE Birr

Banking Business Officer

a. Explains the product features and benefits about CBE Birr;
b. Requests prospect merchant to fill merchant application form and CBE Birr merchant
agreement; (Refer Form No.CBEBBF008) and (Refer Agreement No.CBEBBA002)
c. Verifies prospect merchant using information from the traditional bank account, or request
the merchant to open a conventional account;
d. Creates merchant at CBE Birr system.
Senior-Banking Business Officer

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a. Checks details of application and fulfillment of all pertaining document and delivers the
document to Banking Operation officer for checking and custody.
b. Checks and approves registration of merchant after verification of the fulfillment of the
document
Manager Customer Services – Sales
a. Facilitates and delivers CBE Birr service training for the merchant at merchants premises
or at the branch;
b. Issues merchant Till (Short Code) to run the CBE Birr service after delivery of training and
forward documents to Senior Banking Operation Officer.

2.8.4 Merchants Recruitment for POS Deployment and Association

2.8.4.1 Merchant Recruitment

Customer Service Officer

a. Explains the features and benefits of POS service to the Merchant;

b. Recruits potential merchants; ensure that merchants have maintained account with CBE, or
request opening of bank accounts, both in Birr and other currencies if necessary;
c. Requests trade license, TIN number and other required documents as per the requirement;
ensures the merchant puts its stamp on the copy documents;
d. Checks the name of merchant on the trade license matches with the name as stated on the
account;
e. Guides the merchants‟ authorized personnel to fill both application forms and contractual
agreement; (Refer Form No.CBEBBF009) and (Refer Agreement No.CBEBBA003)
f. Attaches the copy documents with the application form and forwards to the Banking
Business Officer.

Banking Business Officer

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;

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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.

Manager Customer Service – Sales

a. Reviews and approves the recruited merchant list in line with the criteria;
b. Verifies merchant‟s eligibility to maintain foreign currency accounts;
c. Checks the merchant application form, contract agreement and other relevant documents
scanned on EDRMS system OR on physical document received from Banking Business
Officer;
d. Verifies the merchant‟s account number and signature on the merchant‟s application form
and contract;
e. Signs on the merchant application and agreement form;
f. Forwards list of approved potential merchant to district resource mobilization team to get
the POS machine and terminal ID;
g. Facilitates training on how to operate POS at merchant‟s premises;
h. Delivers POS to merchant after signing the delivery form (Refer Form No. CBEBBF010)
and forward documents to Senior Banking Operation Officer.

2.8.4.2 Association of POS Machine

Customer Service Officer

a. Collects the POS machine from District Resource Mobilization for placement on the
merchant site;
b. Forwards the copy of issue voucher to Manager Branch Operation for asset recording and
reconciliation.
Senior Banking Business Officer
a. Associates the POS terminal ID with the merchant‟s account on the core banking system; and
b. Confirms taking over of the POS on the oracle system and updates the fixed asset list of the
branch when implemented.

Customer Service Manager-Sales

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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;

2.8.4.3 Deployment of POS Machine

Customer Service Manager-Sales

a. Follow-up placement of POS machine by Customer Service Officer at the merchant site;
b. Requests District Operation and Logistic for subscription of ADSL data line/ wireless data
connection.
Customer Service Officer
a. Places the POS machine at the merchant site and test its functionality;
b. Provides merchants with user‟s guide, signage/sticker;
c. Gives on the job trainings to merchants‟ employees on how to manage and operate POS
terminals; and
d. Visits and report on merchant‟s POS performance, level of merchants satisfaction on the POS
service and any other suggestions on the improvement of the service.

2.9 Post Transaction Checking and Custody of Documents on Channels

Senior Banking Operation Officer/ Banking Operation Officer

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;
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

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f. Ensures delivery of the original application form to the customer after scanning
where EDRMS is implemented.

2.10 Selling of Banking Services

2.10.1 Muday Bank Service

Banking Business Officer

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.

Senior Banking Business Officer

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
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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2.10.2 Safe Deposit Box Service

Banking Business Officer

a. Explains about the product feature and benefit to the customer;

b. Confirms that the customer has an account in the branch or should help to open an account;
c. Provides the customer to fill the standard agreement, terms and conditions (Refer
Agreement No. CBEBBA005 and Terms & Conditions No CBEBBTC003) and;
d. Refers the customer to Senior Banking Business Officer responsible for safe deposit
service.
Senior Banking Business Officer

a. Deals with the customer and assists on the preferred size of the safe deposit box and
advices the customer about the agreement and how to use the box;
i. Put a checklist inside the box listing all its contents;
ii. Keep a copy of this list at home and update it as needed;
iii. Clarify about items prohibited for deposit in the safe Deposit box as stated in safe
deposit box agreement;
iv. Ensure the closure of the safe deposit box and retrieval of its content after each
visit;
v. Inform that unpaid rent for one year will be listed as unclaimed by the bank;
b. Checks the application form is properly filled and the customer has signed on the box and
retains the photocopy of customer ID with contract form;
c. Registers the safe deposit identification number and particulars on the register book;
d. Hands over the safe deposit box keys and ID against her/his signature;
e. Keeps contract, debit advice for rent collected, credit advice and customer visit sheet in a
separate mandate file;
f. Identifies the customer by her/his Safe Deposit box customer ID and his customer number
during visit to safe deposit box;
g. Ensures the customer signs on visit form and opens the dual lock by the bank key and
leave to the customer to open her/his box by her/his key;
h. Locks the safe deposit box from the bank side when the customer‟s visit ends;

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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

a. Receives safe deposit box agreement;

b. Posts the service charge on the safe deposit box key guarantee as per the terms and tariff
of the bank.

2.10.3 Cash Pick up Service/Cahier Implant Service

Manager Customer Service -Sales

a. Explains about the features and benefits of the service to the customer;
b. Prepares proposal to provide cashier implant or cash pick up service to selected high value
customers;
e. Provides the service by assigning Banking Business Officer along with required logistics
and security upon request; and
f. Forwards proposal to Branch Manager for review and approval.
Branch Manager
a. Reviews the proposal and forward to Manager-District Resource Mobilization for approval

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and assignment of required resource; and

b. Signs contractual agreement (Refer Agreement No. CBEBBA006) for collection services
given at clients selected location;
c. Requests Manager-Logistics and Operation required facilities like vehicle and security
guard.

2.10.4 Salary Payment

Manager Customer Service -Sales
a. Explains the feature and benefit of salary payment service to business/premium customers
b. Prepares the salary payment agreement (Refer Agreement No. CBEBBA007) by making
discussion with the customer; and
c. Forwards the agreement to Branch Manager for approval and contract signing;

Branch Manager

a. Signs agreements with entities or organizations to pay salary on monthly basis;

b. Forwards the agreement to Manager Branch Operation for bulk salary uploading/posting to
each employees account.

Manager Branch Operation

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

a. Verifies the signature, upload/posts the payment transactions;

b. Forwards the payment instruction letter along with the list to Senior Banking Operation
Officer for checking.

2.10.5 Passport Registration

Banking Business Officer

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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;
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;

Senior Banking Business Officer

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.

2.10.6 Post Transaction Checking and Custody of Documents in Selling of Services

Senior Banking Operation Officer/ Banking Operation Officer

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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

3.1. Collection through Conventional Channels

3.1.1. Cash Collection

3.1.1.1 Collection of Cash for Deposit

Banking Business Officer

a. Receives cash, deposit voucher signed by the depositor (Refer Form No. CBEBBF011) and
passbook (if any), or refers the customer to cash table for cash deposit above 10 bundles for
counting and posting;
b. Counts cash and ensures the denominations written on deposit voucher are correct;
c. Ensures amount in words and figures written on deposit voucher and the received cash are
correct;
d. Ensures that the name and the account number on deposit vouchers are similar with the
system;
e. Inserts detail and precise information of the depositor on system, if the amount is greater than

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the amount set by EFIC;

f. Credits to customer‟s account by inserting the depositor full name in narrative box;
g. Forwards the deposit voucher by affixing stamp to Senior Banking Business Officer for
checking and authorization when the transaction is above his/her authorization limit and
updates the passbook balance, if any;
h. Hands over computer generated advice (deal slip) to the customer, additional deposit advice
may be given if the customer requests marked as “ duplicate “ or “Copy”;
i. Hands over the deposit voucher to Senior Banking Operation Officer for documentations
soon as transaction is completed;
j. Balances the cash against the pertinent data on the system and hands over to Senior Banking
Operation Officer beyond his/her holding limit during day‟s operation; and
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.

Senior Banking Business Officer

a. Receives deposit vouchers from Banking Business Officer as soon as the transaction is
completed;
b. Checks the completeness of the deposit slip, name and account number against the system,
proper information about the depositor is inserted on the system for deposit amount set by
EFIC;
c. Authorizes the transaction after confirming the proper posting; and
d. Hands over the deposit voucher to Senior Banking Operation Officer for documentation.

3.1.1.2. Collection of Cash to sell FCY

Customer Service Manager-Service

a. Receives the travel documents and the application from (Refer Form No. CBEBBF036) the
customer;
b. Checks fulfillment of the documents and approves the request in line with the procedure; and
c. Hands over the travel document and the application to Banking Business Officer for further
processing.

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Banking Business 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

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;

3.1.1.3. Collection of Cash to purchase FCY cash notes

Banking Business Officer

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

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the day‟s cash transaction.

Senior Banking Business Officer

a. Checks and authorizes the transaction; and

b. Hands over the ticket to Senior Banking Operation Officer for documentation.

3.1.1.4. Collection of Money for Local Transfer/Fund Transfer

Customer Service Manager-Service

a. Receives letter of instruction for fund transfer or payment instructions from delegated person
for corporate customers; and
b. Checks the instruction is correct, it bears the organization‟s stamp along with authorized
signatory‟s signature and forwards to the Banking Business Officer for further processing.

Banking Business Officer

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.

Senior Banking Business Officer

a. Checks the correctness of the application form/ letter of payment or transfer instruction and
authorizes the transaction;
b. Prints the deal slips after confirming that the cash has been received or appropriate account
has been debited and forwards to Banking Business Officer; and

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c. Delivers the application form/letter of instruction to the Senior Banking Operation Officer
for documentation.

3.1.1.5 Collection of Money for Issuance of Bankers’ Cheque

Customer Service Manager-Service

a. Receives letter of instruction for issuance of banker‟s cheque from delegated person for
corporate customers; and
b. Checks the instruction is correct, it bears the organization‟s stamp along with authorized
signatory‟s signature and forwards to the Banking Business Officer for further processing.

Banking Business Officer

a. Receives banker‟s cheque issuance request application form (Refer Form No. CBEBBF013)
from individual customers OR Letter of banker‟s cheque ordering from the Customer
Service Manager-Service;
b. Verifies the signature of the account holder/authorized signatory if the banker‟s cheque
preparation is to be made from the customer‟s account;
c. Receives cash/debit the customer account, including commission;
d. Receives the blank bankers‟ cheque from Customer Service Manager-Service;
e. Prints bankers cheque, signs and forwards to the Senior Banking Business Officer together
with source document for authorization;
f. Gives the Bankers‟ cheque to the customer after making the customer to sign on the back of
the application confirming receipt of original instrument; and
g. Balances her/his cash at the end of half day/end of business day against the system balance
and surrender the cash to Senior Banking Operation Officer;

Senior Banking Business Officer

a. Receives the issued bankers‟ cheque along with the source document from Banking
Business Officer;
b. Ensures that particulars on the bankers‟ cheque is the same as that of the customer‟s
application form/letter;
c. Checks and authorizes the transaction;

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d. Co-signs on the bankers‟ cheque and forwards same to the Banking Business Officer;
e. Ensures that the bankers‟ cheques are sequentially used; and
f. Delivers the application form/letter to Senior Banking Operation Officer for
documentation.

3.1.1.6 Collection of Money for Foreign Money Transfer

Manager Branch Business

a. Receives the request for foreign money transfer; (Refer Form No. CBEBBF014)
b. Checks the purpose of the transfer, i.e. education, correspondence fee, seminar, training,
symposium, workshop, conference, membership fee, medical fee and others, approves the
request and forward to the Banking business Officer; and
c. Signs on the foreign draft and forward to Customer Service Manager-Service for co-singing.

Banking Business Officer

a. Receives the approved application form from Customer Service Manager-Service;
b. Checks and verifies the signature if the transfer is made from the customer‟s account;
c. Posts and receives local currency equivalent in cash/debit from the customer‟s account for
the preparation of the draft and forwards it to the Senior Banking Business Officer for
authorization;
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.

Senior Banking Business Officer

a. Receives the letter of application for foreign exchange from Banking Business Officer and
compares the contents of document against the checklist;

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b. Assigns correspondent bank on which the draft should be drawn;

c. Checks and authorize the transaction;
d. Checks filled-out MT-103 form, signs on it for transfers to be made via SWIFT; and
e. Forwards the application along with relevant documents to the Senior Banking Operation
officer for documentation;

3.1.2 Collection of Cheques and Banker’s Cheque

3.1.2.1 CBE Cheques/Bankers Cheque

Banking Business 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.

Senior Banking Business Officer

a. Authorizes the transaction after checking the genuineness of document and the correctness of
the transaction; and
b. Hands over the instrument to Senior Banking Operation Officer for documentation.

3.1.2.2. Other Banks’ Cheques / Banker‟s Cheque

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.

i. Branches having a scanner compatible with the EATS

[

Junior Officer

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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).

Senior Banking Business Officer

a. Ensures that the cheque/ bankers‟ cheque is scanned and the data entered is correct;
b. Generates a report from the system and checks the total of the run-up taken by the Junior
Officer for those cheques/Bankers‟ cheques that are ready to be sent for clearance;
c. Exports the image from scanner interface system/cheque truncation system to core banking
system of the bank; and
d. Authorizes the cheques/bankers‟ cheque and forward to Junior Officer for dispatch.

Banking Operation Officer

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a. Receives the cheque and deposit slip from Junior Officer and check it against the
transaction;
b. Keeps the cheque deposit slip and the list/report of submitted cheques to Conventional
Payment until credited to customer account or the returned cheques are received;
c. Keeps the cheque and the cheque deposit slip until credited to customer account or rejected
by the system in the case of cheque truncation system;
d. Forwards the copy of the deposited cheque and its deposit slip to base branch through
internal CBE e-mail when the cheque is accepted and forwarded for clearance to be deposited
to other CBE branch customer account.
e. Balances the outstanding customer cheque deposit slips with the internal account opened for
the purpose on daily basis;
f. Affixes cleared stamp on cheque deposit slips for cheques accepted by other banks and
forwards to Senior Banking Operation Officer;
g. Receives a returned Cheque/Bankers‟ cheque from Conventional Payment at Head Office
and registers on the returned dispatch book;
h. Informs the customer to collect the returned cheque/Bankers cheque and delivers it after
receiving the signature on register book and collects the cheque deposit slip advice; and
i. Submits the cleared cheque deposit slip to Senior Banking Operation Officer for
documentation.
ii. Branches that don’t have a scanner compatible with EATS system.

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
and puts her/his initials on all documents;
e. Hands over the receipt/advice to the depositor after putting thereon her/his initial;
f. Prepares the summary sheet in two copies for each bank, signs on them and forwards them to

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the Senior Banking Business Officer for co-signing; and

g. Sends one copy of summary sheet to Conventional Payment Team together with
cheques/Bankers‟ cheques.

Senior Banking Business Officer

a. Ensures that the Cheques/Bankers‟ cheques are in order and appropriate clearance tickets
have been prepared; and
b. Co-signs on the summary ticket and forwards to Banking Operation Officer for dispatching
and processing.

Banking Operation Officer

a. Receives the cheque, deposit slip and summery sheet from Senior Banking Business
Officer;
b. 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);
c. Keeps one copy of summary sheet, together with deposit slip for follow up until credited to
customer account or the returned cheques for correction;
d. Balances the outstanding customer cheque deposit slips with the memorandum account on a
daily basis;
e. Receives the returned cheques from Conventional Payment and registers on the returned
dispatch book;
f. Informs the customer to collect the returned cheque and delivers it after receiving the
signature on register book and collects the cheque deposit slip advice; and
g. Affixes cleared stamp on cheque deposit slips for cheques accepted by other banks and
forwards to Senior Banking Operation Officer for documentation.

3.1.2.3 Collection of Other Bank Cheque/Banker’s Cheque through Special Clearance

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.

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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.

Senior Banking Business Officer

a. Co-signs the MT-103 attachment designed for special cheque clearance; and
b. Authorizes the incoming MT-103 message on the system by checking with originating bank
copy or informs Junior Officer to amend the message for any error.

3.1.3 Collection of Foreign Cheques

3.1.3.1 Outward Bills Purchased (OBP)

Banking Business Officer

a. Receives the cheques issued by correspondent banks or money-transfer companies that have
accounts with CBE and other foreign bank cheques which are acceptable for payment;

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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.

Senior Banking Business Officer

a. Determines whether received cheque should be paid in OBP or in OBC basis in consultation
with International Banking Service Operation; and
b. Checks the completeness of all the pertinent documents, signs on the documents, authorizes
the transaction and forwards the document to the Banking Operation Officer for
dispatching.

Banking Operation Officer

a. Receives the cheque with the deposit slip, registers, gives reference number, retains a digital
photocopy thereof and co-signs the instrument and returns it to the Banking Business
Officer for processing;
b. Ensures that the cheque has crossing , perforated, and retains photocopies of all cheques;
c. Dispatches the cheque to the International Banking Service Operation for settlement;

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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.

3.1.3.2 Outward Bills for Collection (OBC)

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.

Banking Operation Officer

a. Follows the procedure stated under OBP a-d above;
b. Prepares a single credit OBC-foreign entry in reversal of the original single debit entry which
was passed during cheque collection period ,upon receipt of the settlement advice from
correspondent banks; and
c. Marks “Settled” in the appropriate column in the OBC register, or post it into the system.

3.1.4 Collection through MT103 from Other Bank

Senior Banking Business Officer
a. Checks the name and account number on MT103 message agrees with the system and
authorizes the MT103 in her/his authorization limit;

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b. Print MT103 message to be used as a source document to authorize the transaction and
consider it as source document for transaction authorization;
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.

3.1.5 Collection at the Premises of a customer

3.1.5.1 Cashier Implant

i. Collections in the form of Cash

Banking Business Officer

a. Receives cash along with bank deposit slip signed by the depositor and other supplementary
customer documents to be collected as prescribed by high valued customer agreed and with
the bank;
b. Verifies the cash received and the denominations agree with amount in words and figures
written on the deposit voucher;
c. Credits the customer‟s account by inserting the name of the depositor and other reference
prescribed by high valued customer within her/his discretionary limit;
d. Collects service charge as per the bank‟s terms and tariff;
e. Prints deal slip and provide a receipt to the depositors/client‟s customer affixing BBO stamp
as an acknowledgement of cash receipt and credit advice to the client as a bank deposit; and
f. Keeps deposit voucher for further balancing and reference.

Senior Banking Business Officer

a. Authorizes the transaction within her/his authorization limit;
b. Counts the cash and balances the transaction with the Banking Business Officer;
c. Makes sure that all the transactions are done properly;
d. Receives deposit voucher from Banking Business Officer at client‟s site by counting
number of tickets and against its transaction amount; and

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e. Hands over the deposit voucher to the Senior Banking Operation Officer for
documentation.
Senior Banking Operation Officer (at client site)
a. Ensures the overall cash balance on the Banking Business Officer till is maintained within
cash limit;
b. balances and collects the cash from the Banking Business officer at the client‟s site by
authorizing on the system as conforming or receiving;
c. Ensures no cash shall left in the safe cash box of the Banking Business Officer; and
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.

Senior Banking Operation Officer (at 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

Banking Business Officer

a. Collects cheques /banker‟s cheque along with the deposit slip drawn by CBE branches only
from the customer to deposit to the customer‟s account;
b. Collects letter of payment instruction from the customer to debit his/her account and credit to
beneficiary‟s account;
c. Checks the particulars filled in the deposit slip are identical with those cheques received for
deposit;
d. Checks for proper presentation, authenticity, completeness and endorsement of the cheque;
e. Ensures the letter of instruction received from corporate customer is from the person who has
been delegated;
f. Posts transaction on the system by inserting the cheque number, the name of the depositor
and other reference prescribed by high valued customer in the system within her/his
discretionary limit;
g. Collects service charge as per the bank‟s terms and tariff, affixes crossing stamp to the face
of cheque both original and receipt of deposit slip and puts her/his initials on all documents;

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h. Hands over the deal slip/advice to passenger/client‟s customer after putting thereon her/his
initials; and
i. Forwards the cheque/ letter of instruction to roving Senior Banking Business Officer after
balancing them.

Senior Banking Business officer

a. Receives the cheques/letter of payment instruction and the tickets from Banking Business
Officer at the client‟s site by counting number of tickets and total amount of ticket
represent;
b. Authorizes the transaction after checking the genuineness of the document and correctness of
the transaction within her/his authorization limit;
c. Hand over the tickets to Senior Banking Operation Officer for documentation after returns
back from customers‟ site.

3.1.5.2 Collection through Cash Pickup Service

Banking Business Officer

a. Receives the cash along with the bank deposit slip designed for cash collection outside the
branch (Refer Form No. CBEBBF016) signed by the customer;
b. Verifies and counts cash by comparing with denominations written on the bank cash deposit
voucher slip both in words and in figures ;
c. Provides customer advice by affixing stamp as an acknowledgement of cash;
d. Credits the customer‟s account by inserting the name of depositor and other reference
prescribed customer as soon as return to the branch;
e. Balance and surrender the cash to Senior Banking Operation Officer; and
f. Hands over the deposit voucher to the Senior Banking Operation Officer for
documentation.

Senior Banking Business Officer

a. Check and authorizes transaction within her/his authorization limit; and
b. Ensures all cash deposit forms are correct.

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Senior Banking Operation Officer

a. Ascertains the correctness of cash balance against the system and collects cash from the
Banking Business Officer.

3.2. Collection through Alternative Channels

3.2.1 Collection through Cards on POS and ATM Machines

Customer Service Officer

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
d. Compiles visit reports and escalates problems on POS and ATM machines to Manager
Branch Business for immediate solution.

Banking Operation Officer

a. Ensures transfer of foreign currencies maintained in depository account to merchants‟
Birr/Retention Accounts on daily basis, as per Foreign Currency Retention Procedure;
b. Forwards the foreign currency transaction made by POS terminals to Junior Officer to
transfer the FCY transaction to their retention account; and
c. Monitors the retention B accounts and forwards to Junior Officer to transfer into local
currency account at the end of 28 days.
Senior Banking Business Officer
a. Receives the transactions from Junior Officer and checks the completeness of the
transactions on the system; and
b. Authorizes the transactions and forwards the document to the Senior Banking Operation
Officer for documentation.

Junior Officer

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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.

3.2.2 Collection through Online Banking Channels

Banking Business Officer

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.

Customer Service Manager- Sales

a. Monitors the system transactions daily and creates awareness to all team members about
alternative channels;
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;

3.2.3 CBE Birr

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.

Banking Business Officer

a. Receives cash with CBE Birr deposit slip form (Refer Form No. CBEBBF017) from
customer/agent/merchant;

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b. Checks all the particulars are properly filled, the physical cash received agrees with the cash
written on the voucher and passes the entry on T24 system;
c. Inserts the customer phone number and amount in CBE Birr system and initiate cash
transaction;
d. Advices the customer to check its balance one the confirmation notification received from
the CBE Birr system;
e. Inserts the agent short code /till number and amount for merchant deposit transaction using
CBE Birr System and initiate transaction;
f. Posts e-money deposit by debiting Branch CBE Birr settlement account /agent conventional
account / cash deposit at T24 system; and
g. Forwards the transaction for authorization along with the receipt to Senior Banking
Business Officer above his/her authorization limit.
Senior Banking Business Officer

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.

3.3 Collection for Tax/Utility Payments

The integrated electronic payment system allows tax payers to pay their declared tax from
conventional and alternative channels.
Banking Business Officer
a. Receives a payment instruction form (Refer Form No. CBEBBF018) to debit the tax payer
account for his/her declared tax payment;
b. Checks the form is properly filled and that have a document reference number related with
tax payment;
c. Verifies the signature bear on the payment instruction application form;
d. Inserts the document reference in the Bill ID on the system and the tax payer name in the
narrative fields;
e. Checks the tax amount to be paid in the amount field that is populated in credit field.
f. Inserts the tax amount the customer is willing to pay if the tax payer pays the partial amount;
otherwise no need of inserting the amount to be paid if paid in full amount;

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g. Forwards the documents to Senior Banking Business Officer for authorization above
his/her authorization limit; and
h. Delivers deal slip to the tax payer by putting stamp and initials.

Senior Banking Business Officer

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.

3.4 Post Transaction Checking and Custody of Documents in Collection

Senior Banking Operation Officer

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;
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.
.

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CHAPTER FOUR
PAYMENT SERVICES
4.1. Payment through Conventional Channels

4.1.1. Cash Payment

4.1.1.1 Cash Payment from Saving Account

Banking Business Officer

a. Receives passbook and withdrawal voucher from the customer and checks that all the
particulars in withdrawal voucher (Refer Form No. CBEBBF019) are properly filled out;
b. Ensures the customer presents ID card, writes the word “I have withdrawn without pass
book” on the back of the voucher and signs on it, and Senior Banking Business Officer
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;

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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.

Senior Banking Business Officer

a. Verifies the data requirements of Ethiopian Financial Intelligence Center are properly
inputted in the system before authorization;
b. Checks and approves the transaction before the payment is effected;
c. Approves the customers‟ request to withdraw without passbook;
d. Acts as witness when blind customers can not present a witness;
e. Approves the payment request of the customers who cannot physically come to branches due

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to illness but conscious mind; the Banking Business Officers and the Senior Banking
Operation Officer shall witness the payment; and
f. Forwards all payment source documents to the Senior Banking Operation Officer.

4.1.1.2 Cash Payment from Cash Indemnity Account

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.

Manager Branch Business

a. Ensures that the officers who are engaged in cash transaction process have opened the Cash
Indemnity Account with proper product category and put a posting restriction on the account;
b. Receives report from Senior Banking Operation Officer when cash shortage is occurred
and follows the steps to investigate the shortage;
c. Requests the staff to fill the withdrawal voucher by the shortage amount;
d. Approves the withdrawal from the cash indemnity account by writing “Ok for withdrawal”
on the face of the voucher; and authorize the transaction on the system;
e. Updates cash indemnity account balance every month on the ERP system; and
f. Forward the voucher to the Senior Banking Operation Officer immediately for
documentation after the transaction has been completed.

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4.1.1.3 Cash Payment from Current Account in Birr/FCY

Banking Business Officer
a. Accepts the cheque and ID card from the payee/beneficiary;
b. Checks the genuineness and the completeness of the cheque. Verifies the signature;
c. Makes the transaction in the presence of two witnesses, if the payee is a blind, one should be
the Banking Business Officer who is not processing the payment and the other should be
from customer side. If the customer is unable to present a witness, the Senior Banking
Business Officer acts as a witness;
d. Identifies the payee by writing his/her name, ID number, address, telephone number, issued
on date of the ID and issuing organ of the ID on the back of the cheque if the bearer is other
than the account holder. Otherwise, marks “Account holder” on the back of the cheque;
e. Verifies the signature on the cheque, posts on appropriate customer‟s account; using “with-
cheque” menu on the system, affixes Banking Business Officer stamp and puts her/his
initials;
f. Forwards the documents to the concerned Senior Banking Business Officer for approval;
g. Inserts the required information of the payee to the system, if the amount is greater than or
equal to the minimum limit set by the Ethiopian Financial Intelligence Center;
h. Pays the specified amount of money on the cheque to the payee by the denominations
depending on the customer‟s preference after transaction is authorized; and
i. Balances the cash on hand against the system and hands over the cheque to the Senior
Banking Operation Officer for documentation.

Senior Banking Business Officer

a. Checks the correctness and the completeness of the document before payment is effected;
and
b. Authorizes the transaction and hands over the cheque to Senior Banking Operation Officer
for documentation.

4.1.1.4 Cash Payment from Retention Account

Manager Branch Business

a. Receives a foreign exchange utilization letter of request, authenticates the signatures
thereon, ensures sufficient balance is available; Ensures that the request for foreign
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exchange has been lodged in line with the provisions of the pertinent directives of the NBE;
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.

Banking Business Officer

a. Debits the foreign exchange account and credits the counter value in local currency,
applying the prevailing exchange rate, or debits the foreign exchange account by the
requested amount of money in the case of a foreign-currency request;
b. Transfers the unutilized balance left over in the Retention account to its LCY account after
28 days as per the directives of the NBE; and
c. Forwards the document to Senior Banking Business Officer for authorization.

Senior banking Business Officer

a. Receives and checks the correctness of the foreign exchange utilization letter of request from
the retention account;
b. Ensures that foreign currency has been properly converted to Birr and that the exchange rate
has been properly applied;
c. Follows up on the customer‟s foreign exchange retention account, converts to Birr and
credits her/his local-currency account for the unutilized balance left over in the “Retention
account B” after 28 days have elapsed as per the directives of the NBE; and
d. Authorizes reversal entry if the customer fails to utilize the fund within the prescribed date.

4.1.1.5 Cash Payment from Inactive Accounts

Savings accounts/currents accounts that have no movement for a period of twelve/six

consecutive months shall be changed by the system to “inactive accounts,” regardless of their
balances respectively. Thus the payment of such accounts should be effected with the following
steps at any online branch.

Banking Business Officer

i. Receives the passbook along with the withdrawal voucher/the cheque from the customer and

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checks if the account is inactive, refer the customer to Senior Banking Business Officer;
ii. Checks the withdrawal form is properly filled/the cheque validity and approved by Senior
Banking Business Officer stating word “Ok for being inactive” on the withdrawal
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.

Senior Banking Business Officer

a. Receives the withdrawal voucher along the passbook/the cheque with ID cards, interviews
the customer and approves the payment by writing the word “Ok for being inactive” on
the face of the withdrawal voucher/the cheque and forwards the document to Banking
Business Officer;
b. Checks and authorizes the transaction regardless of the amount after collecting the
documents from the Banking Business Officer; and
c. Hands over the documents to the Senior Banking Operation Officer for documentation.

4.1.1.6 Cash Payment from Unauthenticated new Accounts

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:

Manager Branch Business

a. Receives the payment request and checks the account is a new account and the account has

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unauthenticated status;
b. Identifies that the presented customer and the documents against the scanned records on
EDRMS system;
c. Examines the previous credit transactions trends especially for fund/account to account
transfer and contact the concerned branch where the transaction posting is done ,if she/he
believes the transaction behavior is suspicious;
d. Receives withdrawal voucher form along with passbook for saving account/ written
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;

4.1.2 Local Money Transfer

4.1.2.1 Payment for Local Money Transfer

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;

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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
authorization.

Senior Banking Business Officer

a. Checks the customer‟s ID card, the LMTS payment application, the print out and ensures
that the transaction is correct;
b. Interviews the beneficiary or the remitter for long outstanding LMTS and approves the
payment;
c. Authorizes the transaction and co-signs on the cash-payment ticket;
d. Forward the source document to Senior Banking Operation Officer for documentation.

4.1.2.2 Payment for Cancellation of LMTS

The remitter (sender) may ask cancellation or payment of LMTS with any online branch when
error is made during the transfer by remitter or bank staff OR When the beneficiary fails to
collect the transfer due to any reason;
Banking Business Officer
a. Receives a letter of application, (Refer Form No. CBEBBF021),the Customer ID card and the
original customer advice (deal slip) from the remitter;
b. Collects the refunding service charge as per the terms and tariffs for refund in cash or to
credit to his/her account; if the error was made by customer. Gives the deal slip to the
customer;
c. Writes “service charge collected” on the face of the customer application form and signs on it
for the purpose of processing refund;

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d. Inserts the customer‟s ID number, the name of issuing organ or office, issue date, expire date,
Tel number into the system. Generates the ticket from the system and makes the customer
signs on it (the ticket);
e. Effects payment or credit to the beneficiary/payee account after authorization as per the
authorization limit; and
f. Advises the customer to fill new remittance outgoing transfer if the error was made by
customer collect the relevant charges as per the terms and tariffs and if the error is made by
the branch staff, wave the service charge.

Senior Banking Business Officer

a. Checks the letter of application, the customer ID card and the original customer advice (deal
slip) to ensure that it contains the required information necessary to request refund; and
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.

4.1.2.3 Payment of LMTS for Lost Security Number

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.

Banking Business Officer

a. Receives the customer‟s letter of application form (Refer Form No. CBEBBF022), and
forwards it to Manager Branch Business;
b. Collects the service charge as per the terms and tariffs and provide advice/the deal slip to the
customer; and
c. Places a „stop flag‟ for payment restriction in the system until security number is received
from Conventional Payment Team.

Manager Branch Business

a. Checks the letter of application form has the required information;
b. Finds the transaction reference number and the remitter name from the „outstanding LMTS

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payable list‟;
c. Sends the request to Conventional Payment Team for LMTS security number by indicating
the transaction reference number and remitter‟s name by stating his/her outlook address of
the bank;
d. Receives the security number from Conventional Payment Team through CBE‟s internal
email and communicate to the customer;
e. Delivers the security number to the customer by ensuring the customer confirmation for
collecting the security number against signature on the application and releases the „Stop
payment flag‟.

4.1.3. Payment through Fund Transfer

4.1.3.1. Payment Using the Format for Account to Account Transfer

i. Payments made to accounts maintained in CBE

Banking Business Officer

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.

Senior Banking Business Officer

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

Senior Banking Business Officer

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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.

4.1.3.2. Payment Using Cheque

Account holders‟/drawers can effect payment by using cheque to their customers‟ account,
without the presence of the payee.

Banking Business Officer

a. Accepts the cheque from the drawer to be deposited to payees account;

b. Checks the genuineness and the completeness of the cheque;
c. Checks the account number and the payee‟s name was written on the face of the cheque;
d. Checks that the cheque is crossed by transverse line across the face of the cheque and written
by the word “ Payable in account” or restrict the transferability of the cheque by the word
“Payee only”;
e. Ensures that the drawer affixes the stamp at the back of the cheque for corporate entities;
f. Verifies the signature on the cheque and post on the appropriate customer‟s account;
g. Forwards the documents to the Senior Banking Business Officer for authorization; and
h. Delivers the deal slip for the customer.

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Senior Banking Business Officer

a. Checks the correctness and the completeness of the instruments; and

b. Authorizes the transactions and hands over the cheque to Senior Banking Operation
Officer for documentation.

4.1.3.3 Payment Using Letter of Instruction

i. Accepting Letter of Delegation

Customer Service Manager-Service

a. Receives the letter of delegation, verifies the signature and confirms the genuineness of the
document by communicating the Account holders/signatories of the corporate entities; and
b. Receives the delegated person‟s photo, ID card, specimen signature and forwards to Banking
Business Officer for scanning.

Banking Business Officer

a. Receives the I.D card, Specimen Signature and the delegated person‟s photo from Customer
Service Manager-Service;
b. Scans the delegated person‟s information on EDRMS/system and attaches into the account in
case EDRMS is not implemented; and
c. Hands over the documents to Senior Banking Operation Officer for documentation.
ii. Payment Using Letter of Payment Instruction

Customer Service Manager -Service

a. Receives the payment instructions from the account holder/signatories or from the person
who has been lawfully delegated and checks the particulars therein including the stamp for
corporate customers;
b. Ensures that the transfer initiated through letter of payment instructions should only be to
the following purposes:

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i. To any government/Public enterprise accounts;

ii. To their own subsidiary/branch or company accounts;
iii. To employee salary accounts; and
iv. To place standing instruction (When the account holder places the instruction in
person).
c. Requests the Manager Branch Business approval, if the transfer request is different from
the purpose of payment stated above, of letter of payment instruction on the strength of the
KYC of the particular corporate customer;
d. Verifies the delegated person signature against the specimen signature and identifies the
delegated person ID card at the back of the letter at the time of receiving letter of payment
instruction; and
e. Forwards the letter of payment instruction to Banking Business Officer for further
processing.

Banking Business Officer

a. Receives the payment instructions from the Customer Service Manager- service and
checks the particulars therein including the stamp for corporate customers;
b. Checks the proper presentation, authenticity and completeness of the amount of money in
both words and figures;
c. Verifies the signature of the account holder/authorized signatory that appears on the
payment instruction;
d. Posts the transaction on the system by specifying the reference number and other
description for letter of payment instructions/transfer form if the limit is within her/his
discretionary limit.
e. Affixes the stamp “posted” or write the word “posted‟ and make initial on the letter of
payment instruction/ transfer form and print the deal slip (Debit and credit advice) and
hands over to the customer; and
f. Forwards the payment instructions to Senior Banking Business Officer for dual
authorization.

Senior Banking Business Officer

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a. Receives the money transfer application or letter of payment instruction from the Banking
Business Officer;
b. Checks the proper presentation, authenticity and completeness of the transfer documents and
Authorizes the transaction; and
c. Hands over the payment instruction to Senior Banking Operation Officer for
documentation.

4.1.3.4 Payment through Customer Standing Instruction

Senior Banking Business Officer

a. Receives the signed letter of standing instruction from the account holder and reviews its
proper presentation and content carefully; (Refer Form No. CBEBBF026)
b. Interviews the account holder who has expressed her/his desire to give a standing instruction
and forwards the instruction to Banking Operation Officer for signature verification; and
c. Receives and checks the relevant information in the standing order form is properly
incorporate in to the system. Authorizes the standing instruction order.

Banking Operation Officer

a. Receives the standing instruction from the Junior Officer and keeps under his/her custody;
and
b. Retrieves and checks that the standing order/cancellation is properly inserted and scanned
where EDRMS system is implemented.
Junior Officer
a. Authenticates the signature and collects the service charge/debit her/his account set for
each transaction of a standing instruction as stipulated in the terms and tariff;
b. Enters all the relevant information of the standing instruction into the system prepared for
the purpose, so as to take the appropriate action thereon on the specified date;
c. Scans the instruction on EDRMS system and give the original to the customer OR forward
to Banking Operation Officer for custody and reference; and
d. Notifies the account holder immediately if there is no sufficient funds in her/his account to
cover the amount at time of auto execution by the system.

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4.1.4. Payment of Foreign Remittance

Banking Business Officer

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.

Senior Banking Business Officer

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

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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;
and
e. Hands over the documents to Senior Banking Operation Officer for documentation.

4.1.5 Payment through Negotiable Instruments

4.1.5.1. Payment of Bankers’ cheque

Banking Business Officer

a. Receives the Bankers‟ cheque and ID card from the customer;

b. Requests the presenter (the purchaser or the beneficiary) to write additional letter of request
stating reason for the delay/expiry, if expired CPO is presented for payment;
c. Checks the genuineness and the completeness of the bankers cheque by verifying the data on
the system;
d. Checks the proper endorsement by the beneficiary or the purchaser, properly identifies the
beneficiary/the payee on the back of the Bankers‟ cheque and attaches ID photocopy for any
cash payment;
e. Posts the transaction and puts a stamp and initials on the back side of the Bankers‟ cheque;
and
f. Effects the payment within her/his payment authorization limit or forwards to the Senior
Banking Business Officer above her/his authorization limit.

Senior Banking Business Officer

a. Checks and authorizes the transaction by verifying the presenter along with the letter of
justification in case of expired banker‟s cheque;
b. Checks whether the Bankers‟ cheque /CPO is outstanding or not. If the Bankers‟ cheque
/CPO is outstanding, makes the customer fill out the undertaking letter and sign on it;
c. Ensures that a copy of the customer‟s ID card was attached when cash payment was effected;
and

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d. Hands over the Bankers‟ cheque /CPO to Senior Banking Operation Officer for
documentation.

4.1.5.2 Payment of lost Bankers’ cheque

Manager Branch Business

a. Receives the application request from the payee or purchaser in writing that the instrument
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.

Banking Business Officer

a. Receives the approved customer‟s request from Manager Branch Business and originate the
necessary ticket for payment;
b. Collects service charge as per the terms and tariffs of the bank before effecting payment;
c. Identifies the customer and let the customer sign on the back of the ticket if the customer is
an individual and requested the payment in cash;
d. Forwards the document to the Senior Banking Business Officer for cosigning and
authorization of the transaction; and
e. Pays the customer in cash or credit to his/her account. In case of corporate customer

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/organization, the proceeds of the Bankers‟ cheque shall be credited to the account.
Manger Branch Business
a. Receives the approved documents and transaction ticket from Banking Business Officer;
b. Checks ,approves the transaction within his/her limit and otherwise forward to Branch
Manager for approval; and
c. Hands over the documents to the Senior Banking Operation Officer for documentation.

4.1.5.3 Payment of CBE Cheque /Bankers’ cheque Collected by Other Banks (through
EATS)
Banking Operation Officer
a. Receives the cheques/Bankers‟ cheques dispatched from EATS team after checking against
the summary report;
b. Balances the received cheques against the summary total and forwards to Junior Officer for
acceptance or rejection of the transaction on the system; and
c. Signs on the cheque returned slip, specify the valid reason, and return the physical cheque to
EATS before elapses the standard time and kept relevant information for further reference.

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.

Senior Banking Business Officer

a. Verifies the genuineness and the completeness of the check;
b. Authorizes the transaction on the EATS within his/her limit;
c. Rejects the transaction on the system; and

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d. Forwards the cheques to Senior Banking Operation Officer for documentation.

4.1.5.4 Payment of CBE Cheque/Banker’s Cheque by Special Clearance(value >200,000

Birr)

Junior Officer
a. Receives the CBE cheque/banker‟s cheque with MT-103 attachment designed for Special
cheque clearance;
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.

Senior Banking Business Officer

a. Receives the Document and the cheque after being posted by the Junior Officer;
b. Checks that all the particulars are inserted correctly and authorize the transaction on the
EATS Menu;
c. Signs on the attachment and gives the originating bank copy to the other bank messenger;
and
d. Forwards the remaining document and the cheque to Senior Banking Operation Officer for
documentation.

4.2. Payment through Alternative Channels

4.2.1. Payment through POS Cash Advance

Banking Business Officer

a. Receives the card and the ID card to ensure the presenter is proper card holder;
b. Inserts/swipes the card to the POS chip slot/reader slot; keep the card until completion of
entire transaction;

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c. Requests the customer to enter PIN (personal Identification Numbers) for validation, if POS
Terminals request PIN;
d. Prints the transaction receipts in two copies, one for the customer advice and the other for
branch source document;
e. Requests the customer to sign on the receipt produced by the POS Terminal;
f. Identifies the customer by verifying the signature on the customer‟s account on the system
against his/her signature on the receipts;
g. Retains single copies of the signed receipts as source documents for cash payments;
h. Attaches the copy of cardholders‟ passport/ID for all international cards;
i. Forwards the receipt to the customer as evidence of the transaction and pays cash;
j. Prints the daily summaries and the detail reports (for international transactions) using POS
Terminals;
k. Balances the cash advance receipts total with daily summaries and detail reports; and
l. Sends the batch and settle daily transactions.

Banking Operation Officer

a. Ensures that the POS cash advance accounts day end balance is zero. If not, makes
appropriate adjustment at the end of the day;
b. Settles the discrepancies by debiting/crediting POS cash advance accounts and cardholders
„accounts for domestic card transactions; and
c. Settles issues in consultation with the alternative payment at head office by submitting
supportive documents for international card transactions.

4.2.2. Payments through ATM and Online Banking

Customer Service Manager- Sales

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.
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Banking Operation Officer

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.

4.2.3. Payment through CBE Birr System

CBE birr customer, Agent/Merchant and Top agent can withdraw cash to its account found in
CBE birr system in any nearby CBE Branches.

4.2.3.1 Payment to Registered Customers

Banking Business Officer
a. Forwards the Till/Short code to the customer in order to process the cash out transaction and
receive cash withdrawal form; (Refer Form No. CBEBBF017)
b. Checks the SMS notification, the branch short code and amount are correctly inserted, to
initiate cash out transaction by using customer mobile handset;
c. Checks the transaction amount is successfully credited to branch float virtual account in CBE
Birr System;
d. Pays the cash to the customer equivalent with credit amount against signed transaction
receipt;
e. Forwards the payment receipt to Senior Banking Business Officer for authorization if the
payment is above his/her authorization limit; and

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f. Transfers the source documents to Senior Banking Operation Officer for documentation.

Senior Banking Business Officer

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.

4.2.3.2 Payment for Unregistered Customer

Banking Business Officer

a. Requests the customer to fill the voucher number on cash withdrawal form; (Refer Form No.
CBEBBF017);
b. Initiates the cash withdrawal for unregister customer transaction, checks and verifies the
voucher code number and the amount using CBE Birr System;
c. Checks the SMS notification for unregistered customer cash out service;
d. Enters the transaction amount in the teller till in the core banking system and the CBE Birr
settlement account;
e. Initiates the E-Money withdrawal by debiting the branch e-money account at the CBE Birr
system;
f. Pays the cash to the beneficiary equivalent to the voucher amount against signed transaction
receipt;
e. Forwards the payment receipt to Senior Banking Business Officer for authorization if the
payment is above his/her authorization limit; and
f. Transfers to Senior Banking Operation Officer for documentation.

Senior Banking Operation Officer

a. Checks the completeness of the payment receipt and authorized the transaction; and
b. Forwards to Senior Banking Operation Officer for documentation.

4.3 Post Transaction Checking and Custody of Documents in Payments

Senior Banking Operation Officer
The Senior Banking Operation officer shall perform the following activities in relation to
document checking in payment process:
a. Receives all the source payment documents from each officers as soon as the transaction is

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completed;
b. Ensures that all the received number of tickets are agreed with the number of transactions
processed on the system;
c. Checks the correctness and the completeness of the payment documents and posting
transactions in the system based on the transaction checking limit by product and service
sample size stated in this procedure; and
d. Files and keep the documents for further reference under her/his custody where EDRMS
system is not implemented.

CHAPTER FIVE

TRANSACTION AUTHORIZATION LIMIT AND TRANSACTION

CHECKING

5.1 Collection and Payment Transaction Authorization Limit on Deposit Accounts

Products Account Self Authorization in Birr Joint Authorization in Birr

status

JO BBO JO&SBBO BBO&SBBO

Active Up to 15,000 Up to 60,000 >15,000 >60,000

Saving Inactive NA NA No limit No limit

Accounts Unauthenticated NA NA Up to 10,000 Up to 10,000

Accounts(any
branch)

Active Up to 50,000 Up to >50,000 >100,000

100,000

Inactive (in Base NA NA No limit No limit

Current branch)
(Birr/FCY) Inactive (Other NA NA Up to 30,000 Up to 30,000
Accounts than the base
branch)

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Unauthenticated NA NA NA No limit -BBO

Accounts(base with MBB
branch only)

Branches Saving NA NA Up to 6000 Up to 6000

Become
offline Current NA NA Up to10,000 Up to10,000

Note-NA- means no authorization limit is given for the performer under self authorization or dual
authorization.

-No Limit means up to the amount requested by the customer.

5.2 Transaction Authorization Limits on Services

Services Types Self Authorization Joint Authorization

JO BBO JO&SBBO BBO&SBBO

LMTS Incoming Up to 5,000 Up to 10,000 >5000 >10,000

Outgoing Up to 10,000 Up to 20,000 >10,000 >20,000

Issuance NA NA No Limit No Limit

CPO Payment (not Up to 10,000 Up to 50,000 >10,000 >100,000

lost )

Payment (lost) NA NA Up to10,000 >10,000

with MBB
With BM

Cashier Collection of NA Up to 100,000 NA >100,000

implant Cash

FCY Purchase NA NA No limit No Limit

5.3 Transactions Authorizations Limits on Alternative Channels

5.3.1 Transactions Authorizations Limits on Payment Cards

Type of Card lists Product Transactions limits /day in birr/USD

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Cards Associations ATM POS

/Target customers
Cash Fund Transfer Cash Purchase
Advance

All domestic As per the eligibility 10,000 100,000 100,000 200,000

classic cards criteria

Domestic Business 15,000 150,000 150,000 350,000

Gold Card Customers
Debit 20,000 200,000 200,000 500,000
Domestic Premium
Cards Platinum Customers
card

International All travelers USD 400 Up to card limit USD 400 Up to card
Classic card limit

International Business travelers, USD Up to card limit USD 1000 Up to card

Gold Cards Exporters ,FCY 1000 limit
Prepaid Diaspora account
holders
Cards
International Corporate USD Up to card limit USD 1500 Up to card
Platinum customers , 1500 limit
Cards Exporters ,FCY
Diaspora account
holders

Infinite Card No limit No limit No limit No limit No limit

Wallet & Up to Card Limit Up to Up to Card Up to Card Up to Card

Gift Cards Card Limit Limit Limit
Limit

5.3.2 Transaction Authorization Limits on Online Banking Channels (MB&IB)

Type of channel Authorization limit on Transactions

Per transaction Per day Transactions

Mobile Banking Up to 100,000 Up to 200,000

Internet Banking –Personal Up to 500,000 Up to 500,000

Internet Banking – Limits proposed by the customers on the corporate IB

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Corporate Application.

5.4 Transactions Authorization Limit on CBE birr

5.4.1 Transaction Authorization Limit on CBE birr Customer

S.N Service type Customer level 2/3 Customer level 1 Customer level 0

Min Max Min Max Min Max

1 Cash in 25 25,000 25 25,000 25 25,000

2 Receive NA 25,000 NA 25,000 NA 25,000

remittance(LCY/FCY)

3 Salary NA 25,000 NA 25,000 NA 25,0000

4 Cash out 50 6,000 50 6,000 50 6,000

5 Air time 5 6,000 5 6,000 NA NA

6 Send money 5 6,000 NA NA NA NA

7 Pay bills NA 6,000 NA 500 NA NA

8 Buy goods NA 6,000 NA 500 NA NA

5.4.2 Transaction Authorization Limit on CBE birr Agent Account

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

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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.

5.4.3 Authorization Limit on Agent Operator per Transaction Amount (birr)

Agent Types of Agent Agent Service Type Limit on Operators per

Hierarchy Category Transaction Amount (in Birr)

Minimum Maximum
Deposit Deposit

Level One(1) CBE Branch Top Agent Buy Airtime 5 10,000

Business Transfer Unlimited Unlimited
Business withdraw “ “
Business Pay bill “ “
Business Deposit “ “
Company/Organi Top Agent Buy Airtime 5 10,000
zations Business transfer Unlimited Unlimited
Business withdraw “ “
Business Pay bill “ “
Business Deposit “ “
Level Two(2) Individual/Sole Sole agent Buy Airtime 5 10,000
Proprietorship Business Transfer Unlimited Unlimited
Business withdraw “ “
Business Pay bill “ “
Business Deposit “ “
Level Individual/Sole Agent Buy Airtime 5 10,000
Three(3) Proprietorship Business Transfer Unlimited 10,000
Business withdraw Unlimited 10,000
Business Pay bill 25 10,000
Business Deposit 100 10,000

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

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5.5 Transaction Checking /Document Checking /

S. Product/Account/Se Type of transaction to be Sample Frequency Responsible Report

No rvice types checked Percentage/ performer Source
Value
A. Products

1 Saving Accounts Opening document All Daily SBOO/BOO T24

2 Current Accounts Opening documents All Daily SBOO/BOO T24

3 Time Deposit Contractual document All Daily SBOO/BOO T24

&Contracts

4 Customer/Account Documents All Daily SBOO/BOO NG screener

profile
change/amendments

5 Inactive Accounts Transaction >10, 000 birr Daily SBOO/BOO NG screener

payments (S/A, C/A)

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)

7 Internal Accounts Transactions on A/R, All Daily SBOO/BOO T24 and NG

Expense etc screener
8 Self Reversal and All transactions done by All Daily SBOO/BOO NG screener
Deletion performers
9 Account closure Closure of saving or current All Daily SBOO/BOO T24
accounts

B. Services

1 Incoming LMTS Self authorized transactions 20% Daily SBOO/BOO T24

2 Outgoing LMTS Self Authorized transaction 20% Daily SBOO/BOO T24

3 FYC Purchase Transactions 20% Daily SBOO/BOO T24

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S. Product/Account/Se Type of transaction to be Sample Frequency Responsible Report

No rvice types checked Percentage/ performer Source
Value
6 CPO Payment Self Authorized 30% Daily SBOO/BOO T24
transactions

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

1 Stocks Physical stock of negotiable All Monthly SBOO/BOO Stock

instruments and others register

2 Cash Cash in Vault, ATM, Cash All Monthly/ SBOO/BOO T24

Box and Petty cash surprise
check as
needed

Senior Banking Operation Officer

The Senior Banking Operation Officer in relation to transaction checking shall perform the
following:

a. Performs transaction checking/document checking on products and services according to the

percentage/value stated in the above table;
b. Selects sample transactions considering the types of product and services, value of
transaction and performer mix;
c. Checks that for transactions to be checked in sample agree with the total number of sample to
be taken per product/service;
d. Reports the findings while checking transactions and documents to Manager Branch
Operation or Manager Branch Business as the case may be for immediate rectification;
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.

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5.6 Inter Branch Transaction Limit

Inter branch transaction authorization limits and processing shall be carried out as per the limits
mentioned in each section accordingly above 5.1 to 5.2 and transaction processing steps
prescribed in this procedure.

All transactions can be entertained through inter-branch except the followings;

a. Withdrawals of money from customers‟ accounts as per the customers‟ standing instruction ;

b. Court order instructing payment by debiting ones account;

c. Fund transfer or outgoing LMTS ordered by letter of application from account;

d. Unauthenticated new current accounts payments; and

e. Customer profile change, amendment and upgrading transaction.

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CHAPTER SIX
BOOK MANAGEMENT

6.1 Transactions Reconciliation and Balancing

6.1.1 Reconciliation of Account Receivables/Payables

Banking Operation Officer

a. Checks the balance of all account receivable/payable accounts on a daily basis;
b. Reconciles all accounts of suspense nature, ensures appropriate posting and balancing of
daily transactions; maintains tracer or evidential document on the system or manually for the
items that are debited or credited to the account for further reference;
c. Maintains a continuous follow up for settlement of the account;
d. Prepares adjustment tickets and forwards to the Junior officer to post the transaction;
e. Prepares suspense aging report and forwards to the Manager Branch Operation on bi-
weekly and monthly basis; and
f. Keeps the report under his/her custody for further reference.

Junior Officer
a. Posts adjustment entries on the system; and
b. Forwards the source documents to Manager Branch Operation for authorization.

Manager Branch Operation

a. Ensures specific business day transactions are carried correctly and no backlog/unauthorized
transactions are left;
b. Authorizes adjustment transactions and maintains a continuous follow up for settlement of
the accounts;
c. Reviews the aging report and takes any appropriate action in consultation with the Branch
Manager, if any; and
d. Proposes write off as per the relevant bank procedure and forward to the Branch Manager.

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6.1.2 Reconciliation and Balancing of ATM Transactions

6.1.2.1 Reconciliation of CBE Cards Transactions

Banking Operation Officer

a. Imports reports from card payment system, T-24 and ATM electronic journals (EJ) report on
a daily basis;
b. Reconciles and balances the previous day ATM transactions on a daily basis;
c. Prepares adjustment tickets ,if any, and forwards to the Junior officer to post the transaction;
d. Reviews and requests support from Accounts and Reconciliation Team at Alternative
Payment Channel at Head Office for all un-reconciled items which are found to be difficult
to trace if any; and
e. Keeps the reconciliation documents under his/her custody for further reference.

Junior Officer
a. Posts adjustment entries on the system; and
b. Forwards the source documents to Manager Branch Operation for authorization.

Manager Branch Operation

a. Checks the reconciliations performed as per the Service Delivery Time;
b. Authorizes adjustment transactions and maintains a continuous follow up for settlement of
the accounts; and
c. Ensures timely resolution of irregular transactions.

6.1.2.2 Reconciliation of Other Bank Card Transactions

Banking Operation Officer

a. Follow same procedure under 6.1.2.1 (a to e) in addition to the following;
b. Adjusts irregularity of other bank card transactions either debiting Account Receivable or
crediting Account Payable adjustment and refund account for cash shortage or excess
respectively.;
c. Communicates to Accounts and Reconciliation Team at Alternative Payment Channel at Head
Office through preparing Credit/Debit tickets with cover letter for further action; and
d. Follows proper adjustment made by the respective organ on the specified cases as per SDT.

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Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).

Manager Branch Operation

a. Follows same procedure under 6.1.2.1(a to c).

6.1.2.3 Reconciliation of International Cards Transaction

Banking Operation Officer

a. Follows same procedure under 6.1.2.1(a to e) in addition to the following;
b. Adjusts irregularity of International card transactions either debiting Account Receivable or
crediting Account Payable adjustment and refund account for cash shortage or excess
respectively;
c. Communicates to Accounts and Reconciliation Team at Alternative Payment Channel at
Head Office through preparing Credit/Debit tickets with cover letter for further action; and
d. Follows proper adjustment made by the respective organ on the specified cases as per SDT.

Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).

Manager Branch Operation

a. Follows same procedure under 6.1.2.1 (a to c).

6.1.2.4 Reconciliation of Card Transactions on Forex ATM

Banking Operation Officer

a. Follows same procedure under 6.1.2.1 (a to e) in addition to the following;
a. Adjusts irregularity of International and other bank card transactions either debiting Account
Receivable or crediting Account Payable adjustment and refund account for cash shortage or
excess respectively;
b. Communicates to Accounts and Reconciliation Team at Alternative Payment Channel at
Head Office through preparing Credit/Debit tickets with cover letter for further action; and
c. Follows proper adjustment is made by the respective organ on the specified cases as per
SDT;
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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).

6.1.2.5 Reconciliation of Foreign Cash Notes Exchange on Forex ATMs

Banking Operation Officer
a. Checks the foreign cash notes exchange transactions are occur or not by searching statement
“card less” on the Electronic Journal;
b. Checks whether the foreign exchange transaction is successful or not using the system;
c. Deducts the transaction equivalent birr amount from ATM cash balance on the reconciliation
sheet as a difference until the next day;
d. Checks that the respective foreign currency cash account for the ATM is debited and local
cash account for the ATM is credited for equivalent amount;
e. Communicates the Accounts and Reconciliation Team at Alternative Payment channels
for successful transaction but not affect ATM cash account for investigation, if any;
f. Follows proper adjustment made by the respective organ on the specified cases and balance
ATM cash account;
g. Prepares the adjustment ticket and forwards to the Junior Officer for posting.

Senior Banking Operation Officer

a. Collects foreign currency notes from ATM in collaboration with Manager Branch
Operation;
b. Prepare tickets to post the necessary entry of the foreign currency notes collected from the
ATM and passes to Banking Business Officer by making till transfer.

Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).

Manager Branch Operation

a. Follows same procedure under 6.1.3.1.1 (a to c)

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6.1.2.6 Exceptions in ATM Reconciliation and Balancing

6.1.2.6.1 ATM Cash Withdrawal without Affecting Customer Accounts (CBE

Cardholder)
Banking Operation Officer
a. Investigates the specific transactions (exception transactions) at time of reconciliations;
b. Reviews the financial, activity and EJ report for the specific transaction;
c. Makes adjustments by debiting the customer account or Receivable Account for those
transaction for which the customer‟s account is insufficient balance;
d. Prepares adjustment tickets and forwards to Junior Officer to post the transaction ; and
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;

6.1.2.6.2 Debiting Customer Accounts without Dispensing Cash (CBE Cardholder)

Banking Operation Officer

a. Investigates the specific transactions (exception transactions) to identify whether the
customer account is affected;
b. Reviews the financial, activity and EJ report for the specific transaction;
c. Makes adjustments by crediting to the customer account or Payable Account for those
customers whose account could not be identified;
d. Prepares adjustment tickets and forwards to Junior Officer to post the transaction ; and
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

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b. Follows the receivable items are timely settled;

6.1.2.6.3 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.

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;
6.1.3 POS Reconciliation and Balancing

6.1.3.1 Merchant POS Transaction

Banking Operation Officer

a. Extracts reports from the card banking system and the core banking system;
b. Makes the reconciliation based on the transaction reports obtained from the card banking
system and the core banking system;
c. Reconciles and balances the merchant accounts;
d. Makes appropriate adjustments with valid source documents, in case of discrepancies found
during reconciliations for local card;

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e. Communicates the discrepancies to Accounts and Reconciliation Team at Alternative

Payment Channel in case of international and other bank cards;
f. Prepares adjustment tickets and forwards to Junior Officer to post the transaction ; and
g. 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.

6.1.3.2 POS Cash Advance Transaction

Banking Operation Officer

a. Makes the reconciliation based on the transaction reports obtained from the card banking
system and the core banking system;
b. Reconciles and balances of “POS Cash Advance Accounts”;
c. Prepares the appropriate adjustments tickets for local cards with valid source documents and
forward to Junior Officer to post the transaction;
d. Communicates the discrepancies to Accounts and Reconciliation Team at Alternative
Payment Channel for international and other bank cards;
e. Follows proper adjustment made by the respective organ on the specified cases as per SDT;
and
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.

6.1.3.3 Exceptions in POS Transaction

6.1.3.3.1 Incomplete Transaction and Amount Locked

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Banking Operation Officer

a. Checks the status of transaction on the Card Banking system;
b. Forwards to the Manager Branch Operation to unlock the amounts for local cards; and
c. Advices the customer to communicate his/her own issuing banks for international cards
transaction.
Manager Branch Operation
a. Receives the requests and check the transactions; and
b. Unlocks the amounts.
6.1.3.3.2 Offline and Failed transaction

Banking Operation Officer

a. Checks the settlement of all transactions on the system on a daily basis;
b. Checks the status of the transaction on the Card Banking system;
c. Prepares adjustment ticket and forward to Junior Officer for positing; and
d. Keeps the documents under his/her custody for further reference.

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.

Manager Branch Operation

a. Reviews the transaction is successful; releases the locked amount and forwards to Banking
Operation officer for adjustment for local card transactions; and
b. Reviews and Communicates to the Accounts and Reconciliation Team at Alternative
Payment in the case of international and other bank card transactions.

6.1.3.3.3 Transactions not reflected on Merchant Account

Banking Operation Officer

a. Requests the merchant to present original sales receipt for those not reflected on the
merchant‟s account;

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b. Checks the transactions which are not reflected on the merchant‟s accounts on the Card
Banking system;
c. Prepares adjustment ticket and forward to Junior Officer to post the transaction;
d. Forwards international and other bank card transaction cases to Accounts and
Reconciliation Team at Alternative Payment Channel; and
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. 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.

6.1.3.3.4 Refunding unsuccessful Transactions on Merchant’s POS

Banking Operation Officer

a. Receives refund request from either the customer or the merchant for those transaction for
which the sales is not actually made;
b. Checks the transaction on Card Banking and Core Banking system;
c. Communicates the merchant to confirm the customer refund request;
d. Prepares adjustment ticket and forward to Junior Officer to post the transaction;
e. Reviews and Communicates to the Accounts and Reconciliation Team at Alternative Payment
in the case of International and Other Bank card transactions;
f. Follows proper adjustment made by the respective organ on the specified cases as per SDT;
and
g. 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

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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.

6.1.4 CBE Birr Transaction Reconciliation

Banking Operation Officer

a. Checks and monitors the minimum balance on agent account periodically and if it is found
below the threshold, report to Senior Banking Business Officer;
b. Checks the balance on CBE Birr Settlement account at the beginning of every day and make
sure the balance is zero; and
c. Verifies CBE Birr Settlement account balance and prepares adjustment tickets to the
Manager Branch Operation for approval.
Junior Officer
a. Follows same procedure under 6.1.2.1(a to b).

Manager Branch Operation

a. Authorizes the transaction for adjustment made by Banking Operation Officer.

6.2 General Ledger Position follow-up

6.2.1 System Suspense

Banking Operation Officer

a. Checks the General Ledger position on a daily basis;
b. Identifies a suspense account that shows a balance at the end of business day;
c. Investigates the causes of the suspense accounts which shows the balance; and
d. Makes a proper adjustment and forwards to Manager – Branch Operation.

Manager Branch Operation

a. Receives and reviews the adjustment from Banking Operation officer; and
b. Cosigns the adjustment tickets with Banking Operation Officer and approves the
transactions.

6.2.2 ATM Suspense Account

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Banking Operation officer

a. Checks the General Ledger position of ATM suspense account on a daily basis;
b. Identifies which ATM machine affect ATM suspense account;
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.

6.2.3 Abnormal Balances of accounts

Senior Banking Operation Officer

a. Checks the General Ledger position on a daily basis;
b. Identifies all General Ledger account that shows abnormal balance;
c. Investigates the causes of the abnormal balance account showed in the General Ledger; and
d. Makes a proper adjustment and forwards to Manager Branch Operation.

Manager Branch Operation

a. Receives and reviews the adjustment from Banking Operation officer;
b. Cosigns the adjustment tickets with Banking Operation Officer and approves the
transactions.

6.3 Post Transaction Checking and Custody of Documents

Senior Banking Operation Officer/Banking Operation Officer

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

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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

7.1 Customers Request to Change Name

7.1.1 Customer Name is not properly recorded on the system

Manager Branch Business

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.

7.1.2 Customer Name Changes Request by Court Order

Manager – Branch Business

a. Identifies the applicant/account holder and requests to fill out the application form for name
change (Refer Form No. CBEBBF027);
b. Receives the original and the copy of court order letter from the account holder; receives and
retains a copy of renewed ID card by her/his given new name;

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c. Returns the original to the customer and send the document to issuing organ (respective court
office, document authentication and registration office or other organ having a power to that
end) for authentication after attesting by writing the original seen and putting a stamp.
d. Receives the response from the issuing organ and forwards the document to Banking
Business Officer for amendment and link with the account; and
e. Checks, authorizes the amended customer profile on core banking or EDRMS system after
collecting the document from Banking Business Officer and forward to Senior Banking
Operation Officer for documentation.

Banking Business Officer

a. Receives the authenticated document from Manager – Branch Business; and
b. Amends the change, scan and link with the account on core banking or on the EDRMS
system and forwards to Manager Branch Business for authorization.

7.2 Customers Request for Changing Signature

An account holder/a customer may request for changing signature for one following two reasons;
of the
a. When there is a difference in her/his signature from that of the one she/he had signed at the
time of opening an account and feels that she/he can no longer reproduce/remember it; and
b. When an illiterate account holder becomes literate and, therefore, desires to replace her/his
thumb print with a written signature.

Manager – Branch Business

a. Interviews the customer in order to find out her or his reason(s) for deciding to change
her/his signature and refer to the Banking Business officer for processing;
b. Checks the application form (Refer Form No. CBEBBF027) for a change of signature against
the customer‟s ID card and her/his old and new signatures;
c. Ensures the new signature and the relevant documents are scanned and linked with the
account by Banking Business Officer; and
d. Checks and authorizes the change of signature.

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Banking Business Officer

a. Receives the request and advice the customer to fill out the application form for a change of
signature by putting her/his new and old specimens signature in the presence of two
witnesses;
b. Identifies the customer using information on the system and identity card on the application
form;
c. Collects service charge as per the terms and tariffs of the bank;
d. Replaces the old signature that has been entered into the system by scanning the new
signature given by the customer based on the application form for a change of signature.
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.

7.3 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:

Customer Service Manager - Service

a. Receives the customer‟s renewed and valid ID for activation of the account;
b. Changes the status if there are a minimum of four transactions in the last three months are
have conducted on saving or current account excluding interest transactions; however ,if
she/he believes that proper KYC is done; or when pending KYC authentication is finalized
after the account is opened can change the status despite the minimum transaction stated
above.

7.4 Handling Power of Attorney

Manager – Branch Business

a. Receives the original and checks the statement on the power of attorney that gives the power

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to act on behalf of the principal; However, if it is contradicts, advice the customer to adjust
her/his power of attorney or forwards the case to legal service for further advice;

b. Returns the original to the customer and sends the copy document to the issuing organ by
putting the branch stamp along with the cover letter for authentication;
c. Forwards the authenticated power of attorney to Banking Business Officer to scan and
attach on the system for the agent to operate the account or execute the transaction;
d. Receives the cancelled power of attorney from the principal and forward to the Banking
Business Officer to delete the power of attorney of the agent; and
e. Authorizes the power of attorney scanned on the system and forwards the source documents
to Senior Banking Operation Officer for documentation.

Banking Business Officer

a. Receives the authenticated power of attorney from Manager – Branch Business;

b. Receives the agent‟s renewed ID card, two or one digital photo for saving and demand
deposit account respectively, and customer signature; (Refer Form No. CBEBBF027
c. Scans the power of attorney document, signature and digital photo (take a digital photo using
the digital camera), then attaches with the account by writing the word “power of attorney”;
d. Deletes the power of attorney of the agent on particular account for canceled power of
attorney by the principal; and
e. Forwards the documents to Manager Branch Business for checking and authorization.

7.5 CBE Birr Profile Management

7.5.1 CBE Birr Customer Level Update / Upgrade

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

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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.

7.5.2 Updating the CBE Birr Agent’s /Merchant’s Profile

Banking Business Officer

a. Advices the customer to fill the application form (Refer Form No. CBEBBF028) to change
address/operator/other basic information; and
b. Checks the agent status and change the profile of the agent/merchant on CBE Birr system.

Senior Baking Business Officer

a. Checks and authorizes the profile change on the CBE Birr system; and
b. Forwards the source documents to Senior Banking Operation Officer for custody and future
reference.

7.6 Additional/Secondary Card Request

Banking Business Officer

a. Explains to the cardholder applicant the types and the value of CBE‟s payment card products;
and guides in filling additional card request application form; (Refer Form No. CBEBBF027)
b. Ensures that the account requested for additional card issuance belongs to the principal
customer;
c. Verifies the signature on application form and posts the necessary applicants‟ information
under payment card registration menu in T-24 system;
d. Notifies the applicant to collect card and PIN as per Service Delivery Time; and
e. Scans and forwards the application form through EDRMS to Senior Banking Business
Officer for approval.

Senior Banking Business Officer

a. Receives and checks the customer additional card request application form from Banking
Business Officer through EDRMS;

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b. Approves the request for additional/ secondary card on Authorize Registered Card Menu in
T-24 system; and
c. Ensures that the card is Under-Production Status (UDP) in T-24 system.
d. Forwards the application form to Senior Banking Operation officer/ Banking Operation
officer for documentation or scan on the EDRMS.

7.7 Additional Account Association to Debit Card

Banking Business Officer
a. Guides the customer to fill the application form (Refer Form No. CBEBBF027) for card
account association request;
b. Checks that the account requested for card association belongs to the customer;
c. Verifies and authenticates the customer‟s signature on the application form;
d. Informs the customer that his/her account is associates on her/his by checking on the
ATM/POS and
e. Scans and forwards the application form through EDRMS to Senior Banking Business
Officer for approval.

Senior Banking Business Officer

a. Receives and checks the additional account association request application form from
Banking Business Officer through EDRMS;
b. Associates and authorizes the requested additional account to the existing card; and
c. Forwards the scanned, verified and authenticated applications with a round stamp with
available means to Card Management Team and the original application form to Senior
Banking Operation Officer for documentation.

7.8 PIN Change Request on Cards

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;

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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.

Customer Service Manager-service

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.

7.9 Card Replacement Request

7.9.1 Replacement of Debit Cards in the case of Lost/Stolen

Banking Business Officer
a. Guides the customer to fill debit card replacement application form (Refer Form No.
CBEBBF027);
b. Verifies the customer signature;
c. Collects the replacement fee as per the Bank‟s terms and tariffs;
d. Notifies the customer to collect the debit cards and pin as per the Service Delivery
Time; and
e. Scans the application in to the EDRMS system and gives the original to the customer where
EDRMS is implemented.

Customer Service Manager-Service

a. Receives and checks the card replacement request application form from Banking Business
Officer through EDRMS;
b. Checks the completeness of all details in the application forms;

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c. Authorizes the debit card replacement requests by authorized registered card menu in
T-24 system;
d. Ensures that debit cards are under-production (UDP) status in T-24 system.
e. Follows the card production as per the SDT; and
f. Delivers the card to the customer after registering on card delivery book and making
the customer sign on it.

7.9.2 Refund for Non-reloadable Pre-paid Cards in the case of Lost/Stolen

Banking Business Officer

a. Guides the customer to fill card replacement application form (Refer Form No.
CBEBBF027);
b. Check the prepaid card has sufficient balance;
c. Verifies the customer signature from the initial selling form; and
d. Pays the remaining amount to the cardholder either cash or credit to the customer
account OR suggest to the customer to buy another prepaid card account which
denomination value is nearest to the remaining amount of the lost/ stolen card.

Customer Service Manager-Service

a. Checks the completeness of all details in the application forms; and

b. Confirms the remaining balance of the prepaid card and forward to Banking Business
Officer to pay the remaining amount.

7.9.3 Replacement for Personalized Pre-paid Cards in the case of Lost/Stolen

Banking Business Officer

a. Guides the customer to fill card replacement application form (Refer Form No.
CBEBBF027);
b. Checks the prepaid card has sufficient balance; and
c. Verifies the customer signature from the initial selling form.
Customer Service Manager-Service
a. Forwards lost/stolen prepaid card replacement summary with covering letter to Card
Management Team;

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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.

7.9.4 Card Replacement for Damaged Domestic Pre-paid Cards (Wallet and Co-
Branded)

Banking Business Officer

a. Advices the cardholder to fill card replacement application form after checking the
card is sold by the branch (Refer Form No. CBEBBF027);
b. Checks the information filled on the card replacement application form against the
initial pre-paid card sells forms to verify legitimacy of buyers name;
c. Collects fees as per the bank‟s terms and tariffs;
d. Checks the remaining balance on the cards and collects the damaged prepaid card;
e. Collects the deficit amount in cash or from customers‟ accounts and forward to
Customer Service Manager-Service for fund loading and card issuance;
f. Provides the new loaded card to the customer after making sign her/him on the
register book;
g. Refunds the remaining amount by crediting to his/her account, in the case of the
customer does not need card replacement; and
h. Forwards the damaged prepaid card to Customer Service Manager-Service for card
destruction.

Customer Service Manager-Service

a. Receives the replacement request form from the Banking Business Officer for fund
loading;
b. Checks and authorizes the refunding amount;
c. Communicates the blank card numbers to Card Management Team for fund loading;
d. Forwards the fund loaded card to Banking Business Officer to deliver to the
customer;
e. Provides the new pin to the customer after making her/him sign on the registration
book; and

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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.

7.9.5 Card Replacement for Expired Debit Cards

Banking Business officer

a. Advises the customer to fill the replacement application form; (Refer Form No.
CBEBBF027)
b. Checks detail information are correctly filled;
c. Registers on the T-24 system on card replacement menu;
d. Collects the service charge as per the terms and tariffs;
e. Forwards the document to Customer Service Manager-Service; and
f. Scans the application in to the EDRMS system and gives the original to the customer where
EDRMS is implemented.

Customer Service Manager-Service

a. Receives and checks the card replacement request application form from Banking Business
Officer;
b. Ensures that all details in the card replacement application form have been correctly
completed; and
c. Authorizes the replacement request and forward to card management team through
system.

7.10 Profile Change/Amendment Online Banking Service Request

7.10.1 Change/Additional Account Association for Mobile Banking Service

i. Accounts opened with Same Customer ID

A customer may request to change/additional account associated to mobile banking

services. In such cases, the customer appears to base branch/any CBE branch, in person.
Banking Business Officer
a. Advices the customer to fill the application form (Refer Form No. CBEBBF027);
b. Identifies and verifies the customer‟s signature on account change application form;

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c. Scans and forwards the application form through EDRMS to Senior Banking Business
Officer for approval;

Senior Banking Business Officer

a. Receives and checks the change association account request application form from Banking
Business Officer through EDRMS;
b. Checks the details of applications are correctly filled and the customer ID exists;
c. Associates the new customer account on Mobile List menu on T-24 system; and
d. Delivers the pin code and activation code to the customer by signing on register book.

ii. Accounts Opened with Different Customer ID;

Banking Business Officer

a. Advices the customer to fill the application form (Refer Form No. CBEBBF001) for the
customer ID merging if the account opened with different Customer ID;
b. Scans the filled application form and forwards to Senior Banking Business Officer
for ID Merging;
c. Adds account/s on Mobile List menu at T-24, after the ID merging process is
completed.
Senior Banking Business Officer
a. Performs the same activity stated above from a-d in addition to the following; and
b. Requests the base branch, if the additional account is opened with different customer ID
in different branches, to amend the customer ID.

7.10.2 Change/Additional Account Association on Internet Banking Service

Any existing customers having an additional account maintained at T-24 under same
customer ID can be linked and accessed through internet banking service.
Banking Business Officer
a. Guides the authorized customer to fill the additional account linking form and verifies the
customer‟s signature on the application form; (Refer Form No. CBEBBF027)
b. Ensures that the account requested for association to the internet banking belongs to the
customer and checks that she/he is existing internet banking customer/user;

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c. Scans and forwards the application form on EDRMS to Senior Banking Business
Officer where EDRMS system is implemented; and
d. Returns the filled application form and informs the customer that her/his account will be
active immediately.

Senior Banking Business Officer

a. Checks the additional account association request on EDRMS to the respective existing
internet banking customer/user has been processed properly; and
b. Links the additional account to the internet banking service on T-24.

7.10.3 Change in Customer’s/User’s Information on Internet Banking Service

The customer can change her/his address (cell phone number and e-mail address) on the
internet banking service through his /her branch.

Banking Business Officer

a. Guides the customer to complete the customer information change form (Refer Form No.
CBEBBF027) and verifies the customer‟s signature; and
b. Makes the required change on the customer profile and forward to Senior Banking Business
officer through EDRMS.

Senior Banking Business Officer

a. Receives and authorizes the customer profile change in T-24.

7.10.4 User Change and Replacement Process in Corporate IB

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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Senior Banking Business Officer

a. Receives and checks the user termination application summary from Banking Business
Officer on EDRMS;
b. Makes the user inactive on T-24 based on the customer application;
c. Collects hard token (if applicable) from the existing user that are requested to be replaced or
changed;
d. Sends the user termination application summary and a report showing the serial number of
collected tokens to Card Management Team at Alternative Payment Channel for hard
token only; and
e. Destroys the collected token immediately and register the destroyed/purged token by taking a
minute signed by all participants.

7.10.5 Request for View Access to Non-Signatories Corporate IB Users

The corporate internet banking customer may request view access for their employee who are not
signatories.

Banking Business Officer

a. Guides the authorized customer to complete the access request letter and verifies the
customer‟s signature; and
b. The remaining process is similar to corporate internet user registration except service
limitation (view access only).

Senior Banking Business Officer

a. Authorizes the view access as per the customer request; and
b. Follows up and manages the message sent and received from the customer every time.

7.10.6 Lost or Stolen Hard Token Handling and Replacement Process

[

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;

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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.

Customer Service Manager-Service

a. Receives and forwards the token suspension and replacement applications request to the
Card Management Team for used token replacement;
b. Receives the hard token from the Card Management Team; and
c. Issues token to customer and advices her/his to follow the User Manual/Guide to activate the
token (same as selling stage initial token activation activities).

7.10.7 Faulty or Damaged Hard Token Replacement Process

Banking Business Officer

a. Guides the customer to complete the token replacement form ;( Refer Form No.
CBEBBF027)
b. Verifies the customer‟s signature;
c. Collects the faulty/damaged token from customers;
d. Approves the replacement of faulty token without any additional fees;
e. Approves the customer‟s request for replacement of token by collecting fees as per the banks
terms and tariffs; if the token is physically damaged; and
f. Scan and forward the token replacement application form to Senior Banking Operation
Officer through EDRMS where the EDRMS is implemented.

Customer Service Manager-Service

a. Receives the token replacement application form through EDRMS;
b. Registers the destroyed/ purged token by taking a minutes, signed by all participants;
c. Destroys the collected the token as per the destroying process; and
d. Follows same as the lost and stolen hard token replacement process under 7.11.6.

7.10.8 Expired Token Handling and Reissuance Process

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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.

Banking Business Officer

a. Guides the customer to fill the token replacement application form (Refer Form No.
CBEBBF027);
b. Verifies the authorized customer‟s signature, then collect the token; and
c. Advises the customer to use soft tokens in replacement of hard token, as the case may be; and
d. Scan and forward the token replacement application form to Senior Banking Operation
Officer through EDRMS where the EDRMS is implemented.

Customer Service Manager-Service

a. Receives the token replacement application form through EDRMS;
b. Issues the soft token or hard token if the customer persists to use hard token;
c. Registers the destroyed/purged token by taking a minutes, signed by all participants;
d. Destroys the collected token as per the destroying process; and
e. Follows the lost and stolen hard token replacement process under 7.9.6.

7.10.9 Additional POS Terminal Request

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.

7.11 Post Transaction Checking and Custody of Documents

Senior Banking Operation Officer

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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

8.1 Account Closure for Saving/Current Account

A customer account (Saving Accounts or a current account) may be closed when:

a. Requested by the customer;
b. Instructed by court;
c. The account holder is reported dead, bankrupt or insane;
d. There is an inactive demand deposit account to be closed upon collection of service charges
over a period of time;
e. The account holder is on mal operation list (for Demand Deposit account); and
f. Customer could not deposit a minimum amount within one month after a savings account has
been opened in her/ his name with a zero balance.

Banking Business Officer

a. Receives and verifies the signature filled out form (Refer Form No. CBEBBF038) by the
customer requesting the closure of the account after the Customer Service Manager-Sales
interviewed her or him;
b. Collects the passbook for saving Account;
c. Collects service charge as per the prevailing terms and tariffs if any;
d. Ensures that there are no credit/debit entries in transit;
e. Initiates the account closure process and effect payment as per the payment procedure or
transfer the whole balance to the customer new/existing account in case of loss of passbook;
and
f. Cancels the passbook, if any, and forwards it to the Banking Operation Officer.

Customer Service Manager-Sales

a. Interviews the customer before closing the account. If the customer is dissatisfied with the
service further corrective measure should be taken immediately;

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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.

8.2 CBE Birr Agent Services Termination

As stipulated in agent agreement, CBE reserves the right to terminate the agent agreement for
any reason at any time;

Manager Branch Business

a. Interviews the agents to find out a reason(s) for termination, shall do all possible corrective
measures to retain the agent;
b. Receives the service cancellation form request and forwards to Customer Service Manager-
Sales (Refer Form No. CBEBBF028) for service termination; and
c. Forwards the list of the bank‟s agent list whose contract is terminated with bank to resource
mobilization team at district.

Customer Service Manager-Sales

a. Receives the service cancellation requests form from Manager Branch Business;
b. Ensures all settlements are done on the Agent CBE Birr accounts and conventional accounts;
c. Changes the agent status and report to Manager Branch Business;
d. Collects all the bank‟s assets in relation to the product and removes the signage from the
agent‟s location; and
e. Forwards the cancellation request document to Senior Banking Operation Officer for
documentation.

8.3 CBE Birr Merchant Services Termination

CBE birr merchant service can be terminated for the following reasons;
c. When the customer requests to terminate the service;

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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

8.4 Termination of Card Banking Services

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.

Customer Service Manager-Service

a. Registers the terminated card detail on the register book and cancelled the card on T-24
system;
b. Destroys the card in the presence of Senior Banking Operation Officer/ Banking Business
Officer; and
c. Sends the list to central Card Management Team for blacklisting.

8.5 Online Banking Services (MB and IB) Termination

8.5.1 Blocking of Mobile banking services

If customers want to de-subscribe mobile banking services, she/he shall follow the following de-
subscription process:
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.

8.5.2 Termination of Internet Banking Services

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Customer Service Manager -Sales

a. Interviews the customer to identify the reason for termination and advices/convinces the
customer to use the internet banking services; and
b. Requests the authorized customer to fill Internet Banking service termination application
(Refer Form No. CBEBBF027).

Senior Banking Business officer

a. Verifies customer signature and collects hard token (if applicable);
b. Makes the Internet Banking User inactive on T-24 system;
c. Destroys the hard token in presence of Senior Banking Operation Officer and register the
destroyed/purged token by taking a minute, signed by all participants;
d. Sends termination application summary and reports serial number of collected / destroyed
tokens to Card Management Team (for hard tokens).

8.6 POS Merchant Contract Termination

The reasons for deciding termination of agreement includes:
a. Incidences of breach of Agreement from the merchant‟s part;
b. If merchant is found, through an audit or investigation, participating in fraudulent activity;
c. Changes in merchant‟s business practices;
d. Termination of partnership;
e. Unauthorized changes to banking details;
f. If merchant‟s account turn inactive; and
g. Court Orders.

Customer Service Manager-Sales

a. Interviews the merchant to find out reason(s) for termination; exercise all possible corrective
measures to retain merchant;
b. Requests the merchant to fill the Contract Cancelation and forward the filled form to Senior
Banking Business Officer (Refer Form No. CBEBBF027).

Senior Banking Business Officer

a. Receives the Merchant contract cancellations form from Customer Service Manager-Sales;
b. Ensures that all settlements are done on the merchant‟s account; and

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c. Deactivates the merchant‟s POS Terminal at T-24 system and forwards the merchant‟s
termination application along with the cancellation request to District Operation and
Logistic Team.

8.7 POS Displacement /Removal

The following criteria‟s must be considered to move/displace/relocate deployed POS Terminal.

a. Significant and prolonged decline of transaction in the merchant‟s sales outlet;
b. Inadequate infrastructure, severe communication limitations and power shortages;
c. Mutual consensus on the contract termination;
d. Other acceptable reasons.

Customer Service Manager-Sales

a. Reviews the list of merchant‟s POS in line with working criteria for POS displacement
request;
b. Communicates to the merchant reason for displacement;
c. Forwards list of merchants to District Operation and Logistic for approval;
d. Authorizes the concerned staff in writing, to execute POS removal;
e. Requests the District Operation and Logistic Team to cancel the Terminal ID.
f. Forwards the collected POS machine to District Operation and Logistic Team; and
g. Forwards the list of collected POS machine whose contract is terminated with bank to
resource mobilization team at district.

Customer Service Officer

a. Checks and sends the batch process if there is any outstanding transactions; and
b. Collects the POS from Merchant if any;

Banking Operation Officer

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.

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8.8 Post Transaction Checking and Custody of Documents in Product and Service
Termination

Senior Banking Operation Officer/ Banking Operation Officer

The Senior Banking Operation Officer shall perform the following activities in relation to
document checking and custody:
a. Receives and places the documents (account-opening application form, unused cheques
/passbook) in the “closed account” file in order;
b. Registers the unused cheques and destroys them in the presence of Senior Banking
Business Officer within fifteen days of the account closure;
c. Discards undelivered and forgotten cards in the presence of Customer Service Manager-
Service;
d. Files the minute held for destroying unused cheques/ undelivered cards signed by all
presented in specified venue;and
e. Files and keep service termination request applications where EDRMS is not implemented.

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CHAPTER NINE

BRANCH CASH OPERATION

9.1 Cash Holding Limit and Cash Operation

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.

Maximum Cash Limit for Banking Business Officer

Branch Grade
Cash for the start of the day Cash during the day‟s operation

Grade III, IV and special

150,000 300,000
Branches.

Grade I and II 150,000 200,000

9.1.1 Steps to follow at opening and starting of Day’s Operations

Senior Banking Operation Officer

a. Opens the vault and withdraws cash that will be needed for the day‟s operations jointly with
the Manager Branch Operation;
b. Transfers the amount of cash withdrawn from the vault against the denomination through
„Vault to till‟ transfer;
c. Distributes adequate physical cash in all kinds of denominations to the Banking Business
Officer;
d. Transfers through the system to concerned Banking Business Officer; the required-cash and
the petty-cash balance held in each of the Banking Business Officer cash boxes;
e. Hands over the cash box that was kept locked in the vault to each Banking Business
Officer;
f. Balance the daily branch cash and records movement of cash on cash register book; and
g. Opens emergency window every month to ensure its functionality if any.

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Manager Branch Operation

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.

Banking Business Officer

a. Collects the cash box from the vault when it is opened in the morning;
b. Opens the cash box in front of Senior Banking Operation Officer to confirm existence of
petty cash , together with cash stamp);
c. Collects cash from Senior Banking Operation Officer and checks all the complete bricks
to ascertain that each one of them contains 10 bundles and that all of them have been
wrapped;
d. Ensures that the signatures or the initials of the cash counter and the verifier have been
affixed to the bundle and carefully counting each notes of Birr 100 and 50;
e. Takes the cash box to its cage, and verifies the amount of petty cash transferred through the
system against previous day‟s record and accepts/rejects;
f. Checks the amount of cash transfer through the system, accepts/rejects the „Till transfer‟ as
acknowledgment of receipt of cash for the daily operation; and
g. Adjusts the date of the stamps before starting the day‟s operations.

9.1.2 During the Day’s Operations

9.1.2.1 Request for Additional Cash

Banking Business Officer

a. Requests the Senior Banking Operation Officer the required additional cash;
b. Collects the cash, counts and ascertains the correctness of the amount and the denominations
thereof, by comparing it with what was requested; and

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c. Confirms to acknowledge the receipt of the cash by authorizing the cash transfer through the
system.

Senior Banking Operation Officer

a. Coordinates, supports and controls the activities of the Banking Business Officer and
follows-up the balance through the system as well as physically;
b. Receives the message from the Banking Business Officer when they need additional cash;
c. Prepares the amount of cash requested by them after ascertaining actual need for big
amount;
d. Sends the required physical cash, and transfer the same amount of cash through the system;
and
e. Ensures the Banking Business Officer has accepted through system immediately.

9.1.2.2 Transfer of Excess Cash in the Middle of Cash Operations

Banking Business Officer

a. Sorts the cash at hand into bundles, in accordance with denominations and balances thereof;
b. Hands over the cash to the Senior Banking Operation Officer, and transfers the amount of
cash through the system (Till to Till transfer); and
c. Ensures the Senior Baking Operation Officer has authorized (accepted) through the system
immediately.

Senior Banking Operation Officer

a. Receives the cash and counts it with help of the Banking Business Officer assigned on the
cash table;
b. Ascertains the correctness of the cash received in accordance with the denominations written
down;
c. Acknowledges the receipt of the amount of cash by authorizing the „till transfer‟ through the
system;
d. Receives the cash at the table by carefully counting each bundle and brick; and
e. Checks the correctness of the cash by comparing it with that in the system („till balance by
denomination‟) of Banking Business Officer assigned on the cash table.

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9.1.2.3 Collection of Cash Deposit at the Table

Banking Business Officer (at the table)
a. Collects the cash from the customer above 10 bundles;
b. Counts the cash against each denomination in the bundles and ascertains the correctness
thereof by comparing it with that of the voucher filled in;
c. Posts the cash to the customer‟s account using her/his user ID, prints a deal slip, affixes a
stamp to the voucher/s and signs on it;
d. Affixes a stamp and signs on the wrapped Birr notes to confirm the correctness of amount of
cash in each bundle (two signatures are required on wrapped notes of Birr fifty and above,
and one signature on wrapped notes of Birr one, five and ten);
e. Balances the cash according to its denominations and hands it over to the Senior Banking
Operation Officer, and transfer the cash through the system; and
f. Handles the duties and responsibilities of the Senior Banking Operation Officer during
lunch time (in his/her absence).

9.1.3 Closing Cash Activities

9.1.3.1 At Lunch Time/Half Day Closing
Banking Business Officer
a. Hands over all cash in bundles except loose ones to the Senior Banking Operation Officer
and makes a „till transfer‟ through the system;
b. Hands over to the Senior Banking Operation Officer the remaining vouchers in her or his
possession;
c. Balances the overall physical cash against the system and records on the format designed for
purpose (Refer Form No. CBEBBF030); and
d. Keeps the petty cash in the cash box, together with the stamp, lock the cash box and hands it
over to the Senior Banking Operation Officer.

Senior Banking Operation Officer

a. Accepts the cash surrendered by the Banking Business Officer;
b. Ascertains the correctness of the denominations of total cash and acknowledges the receipt
of the cash by authorizing „till transfer‟ on system; and

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c. Ascertains the correctness of cash balance of the Banking Business Officer in the system
above the petty cash left in Banking Business Officer box against till transfer to her/him.
(i.e. the Banking Business Officer shall not keep a till balance more than birr 16,500)

9.1.3.2 The Day-End Closing

Banking Business Officer

a. Amalgamates the cash in her/his hands in bundles and loose notes, sorting it by its
denominations, and balances the overall cash as follows: (Refer Form No. CBEBBF027)

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.

Banking Business Officer (at the table)

a. Accepts the remaining bundles at end of day from Banking Business Officer sent to
her/him;
b. Checks against the system the correctness of amount of cash received from the table and that
of surrendered to the table by each Banking Business Officer during the day;
c. Checks the correctness of amounts of money in each brick and loose bundle and surrenders
them to Senior Banking Operation Officer;
d. Balances the cash notes and the coins she/he received from the Senior Banking Operation
Officer and Banking Business Officer against „Till balance by denomination‟ on the
system; and
e. Submits to the Senior Banking Operation Officer and makes a „Till transfer‟.

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Senior Banking Operation Officer

a. Receives the cash from the Banking Business Officers after checking against the system;
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.

Manager Branch Operation

a. Checks the correctness of the amount of cash balanced by the Senior Banking Operation
Officer against „vault Till balance by denomination‟, in the system;
b. Ensures that each brick contains 10 bundles and counts all the loose Birr notes and count
each FCY notes;
c. Authorize the „Till to Vault transfer‟ made by the Senior Banking Operation Officer;
d. Transfers the physical cash lodgment to vault, together with the petty-cash box jointly, with
the Senior Banking Operation Officer; and
e. Checks the cash book balance against the general ledger balance of system on a daily basis.

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9.2 Cash Difference (Shortage/Excess) Handling

Senior Banking Operation Officer

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.

Manager Branch Operation

a. Arranges the whole cash including vault cash to be checked and for a proper investigation to
be done thereon;
b. Takes appropriate action to balance when the cash difference occurs; and
c. Sends monthly cash-discrepancy (shortage or excess) report to Manager District Operation
and Logistics regardless of the amount of money involved.
9.3 Refund of Excess Cash
Manager Branch Operation
a. Receives the application letter from claimant customer;
b. Ascertains the cash excess has been registered by the branch;
c. Ascertains cash excess has to be refunded to rightful claimant by reviewing all documents;
like application of the claimants with undertaking statement, Banking Business Officer
written statement, receipt or payment voucher and other pertinent circumstantial evidences;
and
d. Proposes and forwards cash excess refund to the rightful claimant to Manager Branch
Business for approval.

Manager Branch Business

a. Receives and reviews the proposed cash excess refund;
b. Approves jointly with Manager Branch Operation up to Birr 50,000;

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c. Proposes cash excess refund to the rightful claimant with joint approval of Branch Manager
for birr 50,000 and above ; and
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.

9.4 Forged (Counterfeit) Notes

Senior Banking Operation Officer / Banking Business Officer/Banking Operation Officer

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.

Manager Branch Operation

a. Receives the counterfeit notes and interview the customer retain address of customer; and
b. Reports to the nearest police station immediately by copy to Conventional Payment
department.

9.5 Good Coin Handling

Banking Business Officer assigned on the cash table

a. Counts coins using a coin-counting machine, if any with help of Cash Office Attendant;
b. Checks coins are arranged on a tray according to their denomination if the branch have not
coin counting machine before putting in a bag; and
c. Forwards counted coin to Senior Banking Operation Officer according to denominations.

Senior Banking Operation Officer

a. Receives and checks the coin from Banking Business Officer;
b. Puts it in a coin bag that is full should either be sealed or tied with a string and a tag attached
at end of it, showing denominations, amount of money, date on which it was sealed and
initials of persons by whom it was counted and verified as well as the branch name; and
c. Ascertains and put the coin bags separately, according to the types of coins they contain in
the vault, or in the cash held for the National Bank of Ethiopia (NBE).

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9.6 Deteriorated Notes and Depilated Coin Handling

Banking Business Officer

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.

Senior Banking Operation Officer

a. Receives and checks the mutilated or damaged notes and coins from Banking Business
Officers;
b. Keeps the mutilated or damaged notes and coins until attain full bricks or full bag coins and
affixed to each bundle, to both sides thereof, with a large rubber stamp marked
“DETERIORATED”; and not used for circulation; and
c. Forwards full bricks notes or bag coins to issue center during cash consignment.

9.7 Exchange of Birr Notes and Coins on Sorting Table Operations

9.7.1 Exchange of Birr and coins

Banking Business 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;

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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;
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.

9.7.2 Cash Handling at Sorting Table

Senior Banking Operation Officer

a. Keeps detail record for recording cash denominations received from the Banking Business
Officer;
b. Ensure all birr notes are sorted, counted and wrapped at table by the Banking Business
Officer at a table and Cash Office attendant;
c. Checks the wrap Birr notes are impressed by a cash stamp and signed by both the counter
and the verifier or counter and her/himself as verifier as the case may be;
d. Ensures that the total of the cash surrendered by Banking Business Officer at a table
recorded in the „Till to Till Transfer‟, agrees with that of the cash sorted and held in the table;
and
e. Accepts the cash, after balancing, from Banking Business Officer at a table in charge,
according to its denominations and accept through system.

9.8 Cash Consolidation, Lodgment, and Vault Cash handing and taking over

9.8.1 Cash Consolidation

Senior Banking Operation Officer

a. Verifies all Birr 50 and Birr 100 notes will have to be carefully counted either by her/him or
by the Banking Business Officer assigned at a table;

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b. Checks that the Bundles properly wrapped, sealed with branch name and date and bear the
signatures of the counter and the verifier;
c. Ensures each brick contains 10 bundles, and each bundle have 100 Birr notes;
d. Consolidates all cash surrendered to her/him, including any balance of cash, which is kept in
the cash room, with the help of Banking Business Officer at the table; and
e. Prepares the cashbook and balances the overall cash in her or his hands with that of the „till
transaction today‟ and denomination by till.

9.8.2 Cash Lodgment

Senior Banking Operation Officer

a. Prepares the counted and verified cash with the help of Banking Business Officer;
b. Lodges excess cash during operation received from the customer, or cash from consignment
to the Vault by writing amount and denomination on the bound book and make dual
signature for 50 and 100 birr notes;
c. Balances and records the daily cash transaction in cashbook register according to the
denominations at the day end closing; and
d. Transfers the cash through „Till to Vault‟ menu.

Manager Branch Operation

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.

9.9 ATM Cash handling and Operation Process

Manager Branch Operation

a. Assesses the branch‟s ATM daily cash transaction to set the optimal cash balance in different
periods such as holidays, consecutive business day closing, slack and pick periods, etc;
b. Monitors the ATM cash status and ensures timely cash lodgment to the ATMs;

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c. Checks and monitors the ATM cash balance from the ATM cash Account to replenish before
cassette reaches minimum amount;
d. Ensure enough cash is loaded to ATMs before closing the branch.
e. Arranges and schedules cash reloading in weekends and holidays;
f. Ensures cash replenishments on holidays, weekends and working hours;
g. Balances the Cash in the ATMs before reloading;
h. Checks the status of rejected cassette/purge bin and take appropriate action;
i. Opens the ATM door jointly with the Senior Banking Operation Officer and loads pre-
counted cash on each cassette type, in accordance with a breakdown thereof in
denominations and inputs correct loading for each cassette in the ATM monitor;
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.

Senior Banking Operation Officer

a. Withdraws cash from the vault in the presence of the Manager Branch Operation;
b. Transfers the cash through system to Banking Business Officer at the table for posting;
c. Opens ATM door with Manager Branch Operation, loads pre-counted cash on each
cassette type, in accordance with a breakdown thereof in the denominations;
d. Ensures whether all the keys are locked before leaving the area; and
e. Checks that the transaction shall be posted on the same date or the next working day for
those cash lodgments made on weekends or holidays; however until the transaction is posted
the ticket shall be kept in the cash vault.

Banking Business Officer

a. Accepts the Till transfer from Senior Banking Operation Officer through system; and
b. Posts the transaction on T-24 system.

9.9.1 ATM Cash Shortage handling

ATM cash shortage may occur when the ATM disburses cash to cardholder without deducting
customer‟s account. This may be caused by:

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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.

9.9.2 ATM Cash Excess

ATM cash excess may occur due to the following when customer‟s account debited but ATM
fails to disburse cash to cardholder.
a. When cardholder‟s account affected but cash not disbursed;
b. Cash is disbursed but not collected;
c. Wrong cassette loading, insertion and calibration; and
d. Errors in posting.

Senior Banking Operation officer

a. Checks that the physical cash in ATM against with General Ledger; and
b. Informs the cash shortage to Senior Banking Operation Officer assigned on transaction
checking for further checking and reporting to Branch Manager.

9.10 Cash Collection/Supply Request

9.10.1 At the time of cash collection request

Manager Branch Operation

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.

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b. Checks and Authorizes the transaction; and

c. Jointly prepares, with the Senior Banking Operation Officer, the cash to be sent from the
vault.

The Senior Banking Operation Officer

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
or him sign on it to acknowledge receipt of the cash; and
d. Transfers the amount and denomination of cash to be dispatched to the Banking Business
Officer through the system together with a copy of the handing & taking over format for
posting; and
e. Authorizes the cash till transfer by Banking Business Officer through system.
Banking Business Officer
a. Accepts the money through the system and posts it into the system as payment.

9.10.2 At the time of supply request

Manager Branch Operation

a. Requests the District Cash issue for the supply of cash through letter that bears the
stamp of the branch;
b. Checks and authorizes the transaction; and
c. Jointly checks, with the Senior Banking Operation Officer, the cash to be collected
from cash issue center/branch as appropriate.
Senior Banking Operation Officer
a. Counts the cash collected from receiving branch/cash issue center, in collaboration
with Banking Business Officer;
b. Confirms receipts of cash by checking accuracy and lodges the money to vault jointly
with Manager, Branch Operation; and

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c. Authorizes the cash till transfer by Banking Business Officer through system
Banking Business Officer
a. Accepts the money through the system and posts it into the system as collection.

9.11 Basic Cash Precautions and Security

The Banking Business Officer shall perform the following in relation to cash precautions and
security:

Banking Business officer

a. Give due care to accuracy in keeping and controlling cash;
b. 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.
c. Inform the branch‟s management whenever unusual transactions take place;
d. Ensure all the blank spaces that appear before and after the amount cash to be deposited
have been closed;
e. Check offline deposit forms, which is written on both the original and the copy, have been
identical;
f. Keep cash notes inside the cash drawers out of public view.
g. Concentrate while counting, receiving and paying cash;
h. Keep cash and cash items only in lockable drawers;
i. Avoid putting initials/signing on notes‟ wrappers before the cash has been wrapped;
j. Deliver slit/opened wrapped notes especially Birr notes of big denominations to the
customers;
k. Informs the customer to carefully count the cash given to her/him before leaving the cash
counter;
l. Avoid talking while counting cash, so as to prevent making any errors;
m. Check the amount of cash presented by the customer at the counter while exchanging money
notes (from one currency to another) before executing the exchange;
n. Avoid exchanging of birr notes among Banking Business Officers; and
o. Avoid telephone calls / Silent their mobiles at all times but if in case urgent call messages
for an immediate attention arises responds after serving the customer at counter.

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Senior Banking Operation Officer

The Senior Banking Operation Officer shall perform the following in relation to cash precautions
and security:

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.
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;

Manager Branch Operations

The Manager Branch Operations shall perform the following in relation to cash precautions and
security:
a. Ensure that the cash limit is always kept within a limit;
b. Ensure handing and taking over of cash has to be evidenced by an authorization on the
system;
c. Ensure huge build-up of surplus cash in the Cash Office by promptly transferring into the
vault;
d. Ascertain balancing and handing over of the cash in case of the Banking Business
Officer/Junior Banking Business Officer unexpectedly faces health problems/emergency
cases before leaving the branch;
e. All are not allowed to leave the cash area but if compelled to do so, due to an unexpected
circumstance that is beyond their control, they have to at first get consent of the concerned
higher authorities; and
f. Give warning to the Banking Business Officer /Junior Banking Business Officer either in
writing or verbal after the cash operation hour.

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9.12 Post Transaction Checking and Custody of Documents

Senior Banking Operation Officer/Banking Operation Officer

The Senior Banking Operation Officer shall perform the following activities in relation
to documents checking in cash management process:
a. Check the physical cash in ATM against balance on T- 24 after receiving the report
form Senior Banking Operation Officer in case of excess/ shortage;
b. Investigate the cause(s) of cash shortage/ excess and reports to the Branch Manager
by the copy to Manager Branch Quality assurance;
c. Make surprise checks of cash in ATM , Vault and cash boxes and report his/her
findings and general observations to Branch Manager by the copy to Manager
Branch Quality assurance;
d. Receive source document and checks the handing and taking over of cash; and
e. File and keeps the source documents.

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CHAPTER TEN
BOND MANAGEMENT
10.1 Stock Handling

Manager Branch Operation

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.

10.2 Sale of Grand Ethiopian Renaissance Dam Bond

Manager Branch Operation

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;

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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.

10.3 Payment of Matured Bonds

Banking Business Officer

a. Receives the bond coupons and sales receipt from the customer and checks the maturity
date;
b. Updates the interest to be paid on the system;
c. Makes the customer to sign on at the back of the bond;
d. Pays the total amount after properly identifying the customer or credit to the customer
account up his/her request as per the limit; and
e. Puts crossed line on the paid bond and forward to Senior Banking Operation Officer.

Senior Banking Business Officer

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;

10.4 Lost/Mutilated Bond

Manager Branch Operation

a. Receives customer bond lost or mutilated bonds request application;

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b. Block specific bond serial of a customer on the system as per court order not to effect
payment until instruction received;
c. Sends bond lost report to Conventional Payment Operation to circularize to all branches; and
d. Prepares certificate for lost or mutilated GERD bond and forwards to customer;

10.5 Bond Reconciliation

Banking Operation Officer

a. Balance the agreement of bond sale report with total transferred to DBE account;
b. Checks employees contribution account, bond sales and donation accounts maintained at the
branch in agreement with the source documents and transactions made;
c. Checks stock balance against Bond coupon monthly;
d. Calculates interest on monthly bases; and
e. Prepares monthly and quarterly sales and stock reports and forwards to Manager Branch
Operation.

10.6 Post Transaction Checking and Custody of Documents

Senior Banking Operation Officer

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

OTHERS OPERATIONAL ISSUES

11.1Handling of Insufficient fund Cheque

11.1.1 Insufficient fund Cheque Presented at the Account Holding Branch

Banking Business Officer
a. Checks the completeness of the cheque and the balance of the account in the
system;
b. Forwards the cheque to the Senior Banking Business Officer for further action, if
the cheque is found to be insufficient to cover the value of the presented cheque.

Senior Banking Business Officer

a. Checks all the possible credit entries that might have not been posted /deposit in
transit upon receipt of the cheque from the Banking Business Officer;
b. Fills in all the discrepancies on the cheque including the insufficient balance status
on the cheque return form (Refer Form No. CBEBBF023) and affixes there to the
official stamp of the branch and retain photocopy of the cheque for further action.
However, if the drawer has already stopped the cheque due to loss of cheque or
theft, the branch does not need to state the balance or take action thereof;
c. Affixes the returned slip to the cheque and registers the cheque for insufficient
fund in the system or dishonored cheque register.
d. Records with sequential order of the cheque, If two or more cheques are presented
on a given demand deposit account for payment at the same time and if there is no
sufficient fund to cover the amount of the cheques;
e. Hands over the returned slip to the presenter along with the cheque and forwards to
Manger Branch Business;
Manager Branch Business
a. Receives all the relevant documents from Senior Banking Business Officer and
checks against the documents and the system;
b. Takes appropriate action as stipulated in the NBE Directive No SBB/64/2016
(Refer annex 2) and informs to the account holder and to Conventional Payment,

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in writing, about the returned cheque;

c. Forwards all the relevant documents to Senior Banking Operation Officer for
custody for further reference;

11.1.2 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.

Banking Business Officer

a. Checks the completeness of the cheque and the balance of the account in the system;
b. Forwards the cheque to the Senior Banking Business Officer for further action, if the
cheque is found to be insufficient to cover the value of the presented cheque.

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;

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c. Forwards all the relevant documents to Senior Banking Operation Officer for custody for
further reference.

11.1.3 Release of Restricted Amount due to Insufficient Fund

Manager Branch Business

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.

11.1.4 Deletion from Insufficient fund record

Manager Branch Business

a. Deletes customers on the dishonored cheque register as per the NBE directive No
SBB/64/2016 and (Refer annex no 2);
11.2 Stop Payment Order

11.2.1 Steps for Request of a Stop-Payment Order

Senior Banking Business Officer

b. Receives the letter of application (Refer Form No. CBEBBF025) that indicates the reason as
per the NBE directive No SBB/64/201 and checks the fund in the account covers the value
of the cheque requested to stop payment order. If the reported cheque is blank the customer
is not obligated to deposit money, but inform her/him that shall make liable;
a. Makes the account holder/ signatory to fill the stop payment instruction, in case the
customer lodged stop payment request thorough the contact center, after confirming that the
order is lodged not more than three consecutive days; otherwise the stop payment shall be
released;
b. Reports the stop payment order by stating the reason, the amount and other particulars in
writing after making “stop” the cheque on the system to Credit Management at H.O to
deduct the amount from the approved limit, if the stop payment order is presented for an

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overdraft account;
c. Gives the standard stop payment order form to the account holder and makes her/him to
complete the form and sign on and authenticates the signature on the form. The standard
stop payment order form shall only be used;
d. Ensures that the stop payment order is placed by authorized person and when the cheque is
lost or stolen only.
e. Notifies the customer to provide police evidence within 15 working days that show the stop
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.

11.2. 2 Cancellation of a Stop-Payment Order

Senior Banking Business Officer
a. Receives the written application form for the cancellation of the stop-payment order from
the account holder or authorized signatory;
b. Makes the customer sign on the space provided on the stop-payment order form for the
cancellation of the order which was kept under Senior Banking Operation Officer
custody;
c. Authenticates the signature on the application form against the pertinent system; and

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d. Incorporate into the system the necessary particulars from the cancelled stop-payment
order form to cancel the stop payment order placed previously;
e. Signs and passes the documents to the Customer Service Manager -service for co-
signing.
Customer Service Manager- service
a. Receives the document from the Senior Banking Business Officer and checks them to
ensure that they comply with the rules and regulations of the Bank;
b. Co-signs on the letter of request for cancellation of the stop-payment order;
c. Forward the document to Senior Banking Operation Officer for documentation.
11.3 Request of Amount Blocking or Account Blocking
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.

Manager Customer Service – Service

a. Receives the letter of instruction from the banks Management Information Services (MIS),
the customer, legally authorized organs (like Court order);
b. Locks the fund under “locked” status on system by specifying the reason on description box;
writes the locking transaction number and the word „locked by system” on the instruction
letter, if the blocking instruction entails the blocking of an amount from the account;
c. Places a “Posting restriction” by the specifying the reason if the blocking instruction entails
the blocking of the account;
d. Forwards the document to the issuing organ to authenticate the genuineness of instruction
after blocking the account/locking the amount;
e. Informs the customer/account holder that the blocking of specified amount from her/his
account indicating the reason(s) for blocking;
f. Requests the customer to indicate the account number, the amount of money extended as a
loan and the due date for it to be repaid if the blocking is made as a deposit of collateral for a
loan;

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g. Releases the locked amount when the customer repays the loan in full and confirmed by the
concerned organ of the bank;
h. Replies to the concerned organ, notifies same to the customer and maintains the blocking
document record until it is released;
i. Checks the locked amount list on the system against the document at the end of the month;
j. Keeps the pertinent documents under her/his custody.

11.4 Balance Confirmation Request

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.

11.5 Issuance of Bank Statement

The account holding branch or any other networked branch shall issue bank statement to
account holders or their delegates / signatories.
Banking Operation Officer
a. Issues the current account bank statement every month upon customer request on any branch
without service charge ;however for saving accounts service charge shall be collected as per
terms and tariffs ;
b. Issues the additional bank statement which is requests by the customer with collecting
service charge as per the Banks terms and tariffs;
c. In case of the standing order in provision of periodic bank statement through customer‟s
email, the customer shall fill application format designed for the purpose (Refer Form No.
CBEBBF033).
d.

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11.6 Stock Management

11.6.1 Cheque /Bankers cheque Stock Handling and Issuance

i. Manual Cheque preparation

Manager – Branch Operation
a. Requests cheque books/ Bankers cheque from supplying organ, as per the business need;
b. Receives all cheque books/ Bankers cheque from supplying organ, as per the requisition;
c. Registers the stock received numerically in the cheque book/ Bankers cheque stock register
and other system;
d. Forwards the cheque/ Bankers cheque to the Senior Banking Business Officer on demand
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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ii. Automated cheque preparation

Banking Business Officer

a. Receives the cheque requisition form from the customer; authenticates the signature and puts
her/his initials on the space provided;
b. Forwards the cheque requisition form to the Senior Banking Operation Officer for further
action.

Manager Branch Operation

a. Accepts the Cheque requisition form from the Banking Business Officer;
b. Checks the proper presentation and completion of the Cheque-requisition form, ensures
account title, account number and forms of the Cheque books required appear on it;
c. Ensures the signature of account holder on the Cheque requisition form has been
authenticated;
d. Sends the Cheque-requisition form through the system to Conventional Payment for cheque
personalization;
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;

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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.

11.6.2 Passbook Stocks Handling and Issuance

Manager Branch Operation

a. Requests Pass book from supplying organ, as per the business need;
b. Receives the pass book from supplying organ, as per the requisition;
c. Register the pass book stock received numerically in the pass book stock register and the
system;
d. Forwards the pass book to the Banking Business Officer on demand base against signing
on pass book register book;
e. Keeps un-issued pass books in custody.

Banking Business Officer

a. Receives the pass book from the Manager Branch Operation on demand basis;
b. Delivers to the customer filing mandatory particular on the pass book and registers the pass
book number on the system;
c. Requests the pass book after ensuring all the passbooks she/he has received before any
subsequent supplies of passbooks are issued.

11.6.3 Rubber Stamp Handling

As stamps are sensitive by nature, staffs who keep custody of rubber stamps should bear in mind
that they must be kept under lock when not in use.
Manager Branch Operation
a. Submits a stamp-requisition letter to Facilities Management, clearly indicating the type if it is
a new one or a replacement;
b. Registers all stamps received from their respective supply offices into the registered book
prepared for this purpose;
c. Issues the stamp to the staff against her/his signature by registering on register book
prepared for this purpose;
d. Ensures that the designated staffs of the Bank properly handle the stamps;

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e. Collects the old rubber stamps whenever they are replaced by new ones;
f. Ensures that hands over all rubber stamp against her/his signature in the register the system
when a staff is transferred from the branch;
g. Detaches the rubber part of old/damaged rubber stamp and destroy in the presence of the
Senior Banking Operation Officer;
h. Reviews and updates the stamp register regularly.

Performers holding the Bank’s rubber stamps

All performers who are holding the rubber stamp shall perform the following activities:
a. Receive the rubber stamp(s) from the Manager Banking Operation;
b. Keep the stamps properly during office hours and lock after office hours;
c. Forward the stamps to the Manager Banking Operation against signature on the stamp
register when released from the branch or changes position.

11.7 Cash Box Handling

Branch Manager
a. Receives combination code and/or duplicate key from the Banking Business Officer with a
sealed envelope;
b. Keeps the sealed envelopes that contains the combination codes and/ or duplicate key of each
cash box held in the branch and marked with phrase “Combination code-confidential” on the
envelopes.;

Manager Branch Operations

a. Requests a cash box either a new one or a replacement on demand basis to District
Operation and logistic;
b. Receives and registers all cash boxes received from their respective supply offices into the
registered book prepared for this purpose;
c. Issues the cash box to the staff against her/his signature on the register book prepared for
this purpose;
d. Provides to the Banking Business Officer the combination code and/or duplicate key in case
of lost and take appropriate action to change the lost key;
e. Ensures that the designated staffs of the Bank properly handle the box;

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f. Collects the old /damaged box whenever they are replaced by new ones.

Banking Business Officer

a. Receives the cash box from Manager Branch Operation;
b. Ensures that always properly keep cash box and key use intended purpose only;
c. Forwards the box to the Manager Branch Operation against signature on the register when
released from the branch or changes position;
d. Seals, signs and hands over the envelope that contain duplicate key and/or combination code
to the Branch Manager for safe-keeping;
e. Surrenders the cash box that contains the petty-cash balance to the Senior Banking
Operation Officer for safe-keeping in the vault before she or he goes out for lunch and at
the end of the day.

11.8 Keys and Combination Management

11.8.1 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.

Manager Branch Operation

a. Keeps the cash vault/ATM combination code under her/his custody and changes the
combination when assuming the responsibility for first time and then after as required;
b. Writes the combination code, the vault type and other particulars on the Combination code
reporting format and sealed in white envelope and sign on the sealed part;
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.

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Senior Banking Operation Officer

a. Receives the vault key against her/his signature on the Key register.
b. Hands over the duplicate key to District Operation and Logistic as a reserve using the
handing and taking form;
c. Ensures not leaving keys in the Bank premises after office hour.

11.8.2 Cash Box Handling

Manager Branch Operation
a. Request/maintain the cash box from District Logistics and Operation;
b. Register on the cash box register and hands over to the respective Banking Business officer;
c. Hands over the duplicate keys to the Branch Manager with a sealed envelope for each box
that bears the name of the officer and signature.

11.8.3 ATM / Vault Combination Code Change

Manager – Branch Operation

a. Requests District Operation and Logistic Team for combination code change; and
b. Sends cash vault doors/safes/ATM combination code of to the respective Director- District
(Refer Form No. CBEBBF034) with sealed envelope.

11.8.4 Replacement of Lost Keys

Performers Holding the Bank’s rubber stamps

All performers who are holding the rubber stamp shall perform the following activities:

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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11.8.5 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.

11.9 Handling of Undelivered Payment Cards

In some cases, customers may not collect personalized cards and PINs even after repeated
notifications. If cards are kept with branches for over 6 (six) months after receiving, destruction
of cards shall be considered using the following procedures:
Senior Banking Operation Officer
a. Checks the cards and the pins delivery records regularly to identify un-collected cards
and pins for over six months;
b. Informs the Senior Banking Business Officer to take appropriate actions and
rectification of discrepancies in cases of cards not collected for over six months.
Customer Service Manager-Service
a. Checks cards/pins delivery registration to identify cards kept under custody for over six
months;
b. Records repeated efforts made to deliver cards to respective holders prior to destruction ;
c. Registers the uncollected cards and cancels the corresponding data in the T -24 system;
d. Destroys the cards and the pins uncollected for over six months in presence of Senior
Banking Operation Officer and Banking Business Officer;

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c. Lists destroyed cards and keeps minutes to be signed by the participating branch
officers;
d. Sends the list of destroyed cards to (card management team)for blacklisting;
e. Files the minutes for evidence and future reference.

11.10 Handling of Uncollected or Forgotten Cards

Customers may forget to collect cards from bank‟s teller‟s window during cash advance services;
or at ATMs after making transactions.
Customer Service Manager-Service
a. Collects forgotten cards from Banking Business officer/Manager Branch operation and
notifies the cardholders for card collection;
b. Keeps the card under safe custody until collected by the respective cardholder;
c. Delivers the cards to the cardholder upon proper identification;
d. Requests the Card Management Team where the captured non-personalized cards was
issued through outlook e-mail;
e. Receives the information and sends to the respective branch;
f. Sends debit cards to issuing branches and personalized pre-paid cards to Card
Management Team; if the customers fails to collect the card within one week;
g. Keeps the card delivered from acquiring branches in safe custody and notifies the
customer for prompt collection;
h. Keeps the card for two months until the customer collect the cards.

11.11 Handling of Lost and Found items in the Branch

Manager Branch Operation

a. Requests District Operation and Logistic Team lost and found display box;
b. Hands over one key to the Manager Branch Business and reserve key to the Branch
Manager after registering on the key register book;
c. Places the box on visible place and label as Lost and found box.
Customer Service officer
a. Registers the lost and found items on the register book and hands over to the Manager
Branch Business to keep it locked;

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b. Notifies the owners in the case of ID cards having telephone number;

c. Identifies and hand over the lost and found items to the right claimant after making sign
on the register book.
Manager Branch Business
a. Keeps the key under her/his custody;
b. Places lost and found items under locked lost and found box;
c. Hands over the lost and found items to the right claimant after proper registration ;
d. Proposes for disposal of items unclaimed for more than one year to Branch Manager .

11.12 Post Transaction Checking and Custody of Documents

Senior Banking Operation Officer

The Senior Banking Operation officer shall perform the following in relation to checking of
documents in general operational issues:
a. Check non sufficient fund cheques are properly recorded and action s taken as per the
procedure;
b. Check the stop payment orders are inserted on the system and executed as per the customer
order and the procedure as well;
c. Retrieve blocked amounts and accounts from the core banking system and checks its execution
as per the instruction, proper follow-up s made by the responsible person in the branch and
report to the Branch Manager if there is any deviation;
d. Check the stock and keys management is done as per this procedure and reports to the Branch
Manager if there is any deviation;
e. Collect and registers lost and found cards within the premises and On the ATM;
f. Destroy the card if remained uncollected for over two months in presence of Customer Service
Manager-Service;
g. Register the uncollected cards and cancels the corresponding data in the T-24 system;
h. Ensure the documents are requested by the standard request form (Refer Form No.
CBEBBF035) designed for this purpose.

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CHAPTER TWELVE
QUALITY ASSURANCE

12.1 Customer Acquisition on Product and Services

Associate Quality Assurance Officer

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;
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;

Quality Assurance Officer

a. Observes regularly the sales acquisitions activities and dedicated account opening area is
equipped with necessary resource or not and propose appropriate actions to Manager
Branch Quality Assurance;
b. Analyzes unauthenticated documents for new accounts along with the root cause and
forwards the analysis outcomes with possible solutions every 15 days to Manager Branch
Quality Assurance;
c. Compiles actual SDTs of account opening, selling of alternative channels and other services
and identifies gaps against standards, if any, with recommended solutions every month and
reports to Manager Branch Quality Assurance;
d. Compiles actual SDT on produced cards delivery to customers report and identifies the real
causes for gaps against the standard ,with recommended solution every month and reports to
Manager Branch Quality Assurance;

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e. Reviews alternative channels registration and recruitments against activation rate of Cards,
MB and IB users and reposts every week; and prepares summery report that contain major
gaps , root causes of performance and recommendation and forward to Manager Branch
Quality Assurance;
f. Analysis performances of POS, CBE birr Agents and Merchants every quarter and prepares
summery report that contain major gaps , root causes of performance and recommendation
and forward to Manager Branch Quality Assurance;

12.2 Collection and Payment Service

Associate Quality Assurance Officer

a. Measure the Service Delivery Time on collection and payment services in order to assure
operational excellence on monthly basis;
b. Checks randomly the collection and payments transactions are done as per the procedure on
weekly basis and forwards to Quality Assurance Officer;

Quality Assurance Officer

a. Compiles actual SDTs of collection and payment services on monthly basis, identifies gaps
against standards, if any and forwards her/his recommendation to Manager Branch Quality
Assurance;
b. Evaluates transactions by channels and customer on alternatives channels by customer on
weekly basis, forward her/his recommendation for underperformance channels and forward
to Manager Branch Quality Assurance.

12.3 Enhance Operation related activities

Associate 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.

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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.

Quality Assurance Officer

a. Identifies the gap/cause for book difference, under and over holding of cash limit by the
branch with root causes, and recommend possible actions and forwards to Manager Branch
Quality Assurance monthly;
b. Receives all identified reports along with causes from Associate quality assurance officer ,
makes his/her own review , validate the root cause on all operation related activities and
recommend possible solution/actions to Manager Branch Quality Assurance;
c. Collects from associate quality assurance officer and validates the root cause for
customer/agent/merchant complain on settlement of transaction and recommend possible
solution/actions;
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.

12.4 Back Office and Asset Management

Quality Assurance Officer

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;

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e. Checks the physical asset tagging and recording, utilization, maintenance is done properly.

12.5 Customer Satisfaction and Customer Complaint Management

Associate Quality Assurance Officer

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;
c. Assess the compiled customers feedback report, identifies root causes for complaints,
forwards her/his recommendation to Manager Branch Quality Assurance;

12.6 Branch Performers Skill, Knowledge and Attitude Gap

Associates Quality Assurance Officer

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.

Quality Assurance Officer

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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.
[

12.7 Process, Procedure and System Improvement in Bringing Operational Excellence

Associates Quality Assurance Officer

a. Identifies the gaps in process or workflow/procedure/system and compile improvement

areas and forward to Quality Assurance Officer

Quality Assurance Officer

a. Identifies the gaps in process or workflow/procedure/system, compiles improvement areas
with recommendation and forwards to Manager Branch Quality Assurance;

12.8 Measurement of Standard Service Delivery Time

Associate Quality Assurance Officer/Quality Assurance Officer

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;
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.

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 ;

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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.

13. REPEAL

All procedures issued by branch operations are repealed and replaced by this procedure.

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14. REVISION OF THE 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.

16. EFFECTIVE DATE

This procedure manual shall come into force up on the approval by the Chief Executive Officer.

Bekalu Zeleke

______________________________
May, 2018

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