ATM
ATM Card
ATM-cum-Debit Card Front Face: 19 digit card number : 622018/08586/0/006650/1 1-6 : Bank Code 622018 7-11 : 5 digit Branch Code 08586 12 : Card Type (0-Domestic, 7-KCC, 8- International) 0 13-18 : 6 digit Card Sl. No. 006650 19 : Check digit 1 Name of the Card Holder - 25 Only 4 special character are valid in Emboss Name (25 characters) - . ‘ () space Month and Year of Issue Back face: Magnetic Stripe (Card No + Name + Issue Date)+(Card No+Address+Expiry date) White band for Signature
Cards are now issued with a validity period up to year 2049 AD
Types of ATM cards ATM-cum-DEBIT CARD (State Bank Cash Plus) State Bank Cash plus International Card SBI Gold Debit Card Visa Gold International DEBIT Card Mahe Card (Combo Card) SBI Vishesh SME ATM Cum Debit Card Facility SBI Vishwa Yatra Foreign Travel Card eZ-pay CARD - (Rupee Pre-paid Card / Payroll Card / Gift Card)
TYPES OF CARDS Card Type
BIN No.
Domestic Card
622018
International Card Master Gold
622018bbbbb8 45000
100000
511878
50000
200000
Visa Gold Card
428376
50000
200000
Yuva Card
463786
50000
200000
Vishesh Card
528095
50000
50000
Txn (Cash) 40100
Txn (POS)
50000
ATM-Introduction • How many Cards of the same type can be given to a customer? • ONE. (However, multiple types of cards can be given to the same customer.) • What is the Cash Drawal Limit / Day? • Rs.40000) • One CIF – 4 Accounts – 3 cards – What is the txn limit per day? • Per Card Rs.40000 • What is the limit on Intl Card?
ATM-Introduction • • • •
Issued at Account / CIF level? CIF Level How many accounts can be linked by the branch? 3 - 1st is Primary, 2nd is Secondary 1, 3rd is Secondary 2. • How many accounts can be linked to a single Card? • 16 Accounts - Service Desk request to link beyond 3rd or to link the 2nd and 3rd too, if these accounts are opened after issue of the card.
CARD GENERATION Customer request for ATM Card
Data goes to VIGPL through CDC for accounts where atm flag is given/data uploaded
VIGPL send files to ASC for processing after QC ASC generates Embossa and Pin files and send to VIGPL for printing PIN mailer and Embossing Card
VIGPL Sends the Card and PIN mailer to the customer and the Branch respectively.
CARD GENERATION Customer request for ATM Card
Data goes to VIGPL through CDC for accounts where atm flag is given/data uploaded
VIGPL send files to ASC for processing after QC ASC generates Embossa and Pin files and send to VIGPL for printing PIN mailer and Embossing Card
VIGPL Sends the Card and PIN mailer to the customer and the Branch respectively.
Check list for card generation(QC) • • • • •
Valid 6 digit pin code Address should not contain “C/O SBI” If Address 1 and Address 2 are empty Check 4th line for embossing (eg, roll no. in MAHE card) Emboss Name- Name which will appear on card (3 to 25 characters, a-z, A- Z, space, 0-9, Apostrophe, Opening parenthesis, closing parenthesis) • Product –INTERNATIONAL, DOMESTIC • Card Status – New (01), Replace (02), Renewal-Gold cards (03) • Product Code received within 15 days – DOM--- DOM -----REJECT – DOM------ INTL ----ACCEPT
• Name having numbers in starting
ATM-Introduction • • • • •
How is Card / Pin received by the customer? Registered Speed Post. Pin – To be collected at the branch How is Undelivered Cards handled? Undelivered cards will be delivered at the branch and has to be in the custody of a person other than the Pin custodian. • What is the fate of uncollected Pin / Card? • If pins are not collected by customers for 45 days – Destroy Pins • Cards are hotlisted(not destroyed) when undelivered.
ATM-Introduction • What should a customer do if he has lost the Card? • Hotlist thro’ Contact Centre – • Amending – UserCode from 1 to 2/3/4 will not help, because it is valid for only online txns while ATM txns take place in Offline mode too. • For hotlisted Cards No Pin is generated. • How is de-hotlisting done? • -Service Desk. (No new card need to be issued, as it will save the customer of Rs.200 if he has traced a lost(hotlisted) card). • How to delink any linked Account • – Service Desk Request
ATM-Introduction • • • • •
What are the Charges? Charge for using home bank ATM – no charge Other Bank ATM – Enq – Free(Acquiring Bank) TXn- CA/KCC – Rs.20 per txn SB- 5 txn free upto Rs.10,000/txn in calendar month, Rs 20 for Txn>10000 per txn, >5 txn= Rs.20 • Hence TxnLimit is actually 40100
ATM-Introduction • • • •
What is the significance of Signature in ATM? If swallowed by other ATMs – verify sign POS – signature What does Magnetic Strip contain?
• Track1 = Card No+Name(greet)+Dt of issue • TracK2= CardNo+Address+Dt of Expiry • Track 3 = Blank
ATM-Pin/Repin • When a customer seeks a repin thro Toll free, where does the repin go? • Repin goes to home branch. • What is the other mode of seeking a repin? • Going to any Branch. Repin comes to the branch which originated the request. • Pin Reqest Upto 30.6.2010 – Service Reqeust • From 1.7.2010 to 31.7.2010- Service Request + CMS • 1.8.2010 to 9.12.2010 – cms • 10.12.2010- cms + Toll Free number
ATM-Introduction • • • •
Jt Account 5 types – Single, EorS, ForS, LorS, Anyone or S Not to Jointly operated. How is a Platinum card different from other Cards? • Platinum Card – Chip
ATM-Introduction • No of Txns at Bank level / day • 53 lacs( Fin – 38 lacs, Services – 000s, Non-fin-Mini statement – balance) • Out of 38 lacs, 30 our cust, 8 other bank cust • 3500 disputed – 2000 Bros/Swos Posting, 1500 –500 SBI on SBI, 1000 Our cust on other banks • 98581 at Bank level – 15 Cr, 98582 – 7 Cr
ATM Machine 1.
Chest: Secure Area
2.
Dispenser
3.
Currency Cassettes
4.
Purge Bin
5.
Monitor
6.
Processor
7.
Receipt Printer
8.
Combination Loc
9.
DIP Card Reader P75 F/A
Insurance • Insurance is flat for 40 lacs enhanced to 50 lacs recently? • Holiday - Keep it in Hand Balance • Do not load/keep in the ATM machine because of insurance • What is the max number of notes that can be loaded in each Casette – is also a factor for Insurance
How dispenses • • • • • • • • •
19000 19000/Highest Deno(1000) – 1 = 18 = 18000 (Reminder )1000/Next High Deno(500)-1= 500 (reminder) 500/Next High Deno(100) = 500 19300 Rounded off to next number 20000/1000=20-1=19*1000=19000 300/100=3*100=300 Cash is counted thrice before delivery – 1. when first taken, 2. conveyor belt, 3. thickness
Cash • From 17.10.2010 ATM account is 3198/nnn/bbbbb/c earlier it was 98549bbbbbc • (350 such BGL accounts have been opened for each branch to accommodate upto 350 ATMs)
• Upto 17.10.2010, 3 ATMs • Cash loading Dr 3198 account(for each ATM of the branch) Cr Br Cash Bal(cgl) • Earlier – Dr was to one single account for all the 3 atms of the branch(300 txns per day per atm – 900 txs to be searched) • Each time, jt custodians operate, it has to tally
Cash Replenishment Procedure : Summary Withdraw Cash from the Branch : Dr. 3198/nnn/bbbbb/c – Cr. Branch Cash Bal A/c Supervisory Mode: Print Counter Counting of Physical Cash --- Tally Cash (before loading) Clear Cash Add Cash (Increase PC) Load Physical Cash Print Counter --- Tally Cash (after loading Test Cash Normal Mode: Admin Function Insert Admin Card PIN Balance Enq Current A/c Print Y Print Machine Subtotal --- Tally Cash (in Rs with preloaded PC) Mid Point Adjustment Increase Cash Increase Cash in Rs hopper wise Print Machine Subtotal --- Tally Cash (in Rs with postloaded PC) Sign & Paste both PC Slip & Admin Slip
Problems • If casette is swapped, there is no problem. • Casette may sit anywhere • If however, the content of the casette is swapped then there can be excess or shortage. Viz., 500 denomination is kept in the 100 casette, then there will be a problem
ATM
Upto 17.10.10
From 18.10.10
Phy
ADMIN
98549
3198
Accounts
1st atm
500000
500000
10 lacs
500000
3198/001
2nd atm
300000
300000
300000
3198/002
3rd atm
200000
200000
200000
3198/003
Problems • • • •
Physical Admin 300000 300000 700000 Not increased ATM will continue to disburse till 10 lacs though ADMIN is 3 lacs • 1. Account debited • 2. Admin Balance Reduced. • 3. Physical Cash Dispensed.
Problems • • • • • • • •
Physical Admin 1000000 300000 B/f 600000 600000 Dispensed 400000 - 300000 Increase Admin with 7 lacs 400000 400000 Record in Register and get it authenticated by BM. If in Print counter slip, sufficient balance is available, it will issue. It will not check the Admin Balance.
• • • • • • •
After 17.10.2010 For our Bank customer Dr Customer account Cr 3198/nnn/bbbbb/c For Other Bank customer Dr Intermediary account(Interchange) – (Cust) Cr 3198/nnn/bbbbb/c
1 5 ATM 7
6
6A. Cash Dispensed 6B. Receipt Printed 6C. JP Log is Printed EJ
ASC 1.Bin a)Our Bank – Pin Validation b)Other Bank-Direct to Other Bank 4
Admin Balance Reduced TLF
8
2 3
8
CBS Account Debited
• When Txn is waiting for CBS in Queue and refers to PBF 1 5 ATM 7
ASC 1.Bin a)Our Bank – Pin Validation b)Other Bank-Direct to Other Bank
2 3
CBS Account Debited
2 6
1 Cash Dispensed 2. Receipt Printed 3. Jp is Printed
4
Admin Balance Reduced
SAF
PBF
• When Core is not available – EOD is going on – Month End – SI/Interest Appln/etc 1 5 ATM 7
ASC 1.Bin a)Our Bank – Pin Validation b)Other Bank-Direct to Other Bank
2 PBF 3
SAF 6
1 Cash Dispensed 2. Receipt Printed 3. Jp is Printed
4
Admin Balance Reduced
CBS
• Other Banks Customer on Our Bank ATM
1 4 ATM 6
5
1 Cash Dispensed 2. Receipt Printed 3. Jp is Printed
ASC 1.Bin a)Our Bank – Pin Validation b)Other Bank-Direct to Other Bank 7
Admin Balance Reduced
2 3
Inter Change Switch 1.NFS(51 banks-IDRBTHyd)(RTGS/NEFT) 2.Master Card 3.Visa a
f Visa Interchange Switch Singapore b e Citibank, NY c
d
Citibank CBS
Succesful ATM txn : • Customer A/c Dr by Rs. X
• 98549 of the ATM Br will be credited by Rs. X • (3198nnnbbbbbc) • Counters of ATM will be Reduced by Rs. X • Admin balance will be reduced by Rs. X • Error free jp /EJ will be printed for Rs. X with response code “000” or “001”
ATM-Txn Flow • For Successful Txns: • Receipt Printed With : • 000 – Dr Card – comes with Available Balance in the Receipt • 001 – Cr Card • Jp LOG / EJ log is important. • EJ has to be pulled by Vendor (ABOSS) • Our responsibility is to ensure that ejLog is pulled by Vendor • JP Log is available for 7 days, new ATMs – 30 days
ATM-Txn Flow • If 1 fails, No Service(CBS-No, TLF-No, EJ-No) • If 2 fails, refers to PBF. • If 3 fails, Cash Not Dispensed, account debited. ( CBS – D, TLF – No D, EJ - No), admin not reduced. • If 5 fails, Cash Not Dispensed, account debited. ( CBS – D, TLF – D, EJ – No), admin reduced. • If 7 fails: – ASC assumes Cash is not dispensed • Admin Balance is Increased (Account is Debited and Credited. Admin Balance is decreased and increased, But Cash is Dispensed) • Step 8 is initiated by ASC to CBS for Customer credit • Customer Account Credited.
– CASH DISPENSED BUT ACCOUNT NOT DEBITED – CBS – D&C, TLF – D&C, EJ – Yes or No(2 situations)
When Txn is waiting for CBS in Queue and refers to PBF • When CBS is not available(including EOD), ASC will refer to Positive Balance File Server and pay. • It will also update the PBF. • (PBF will be in future updated on Real time thro new Golden Gate Software cost-2Cr). Now at 6.30 pm. Hold not taken care. Only Cleared Balance. • Store and Forward(SAF) will then post the same to CBS.
2 CBS Debits, 1 Cash Dispensed. • Assume Step 2 is taking a slightly longer time because of Queue, PBF will be referred. • During Queueing , the queue would get posted first and then SAF will also hit CBS. – If balance is available – SAF will debit the account again(Double Debit to Cust, Cash Dispensed Once). – If balance is not available – 98581 will get debited – In both the cases, 3198 is credited. – Double debit in the Customer, one time cash Dispensed. VVIP – Both debits will have the Same RR Number. – RR (Reference Retrieval ) number is generated by ATM on payment of Cash – ATM ID wise.
When Core is not available – EOD is going on – Month End – SI/Interest Appln/etc • • • • • •
Night Txn – Month End Process PBF – Balance – 5200, Withdrawan – 5000 EOD – Interest Appln, SI, Folio Charges, etc Balance in CBS has come to say 4500 SAF hits CBS, no balance in the account, hence 98581 account debited. • Place a hold in the customers account immediately on the next day and recover or else he may assume that the account is not debited and withdraw the remaining amount also. Happens most of the time in many br. • Cash Dispensed – Account Not Debited
• If it is other Banks customer, then the route is longer
SBI Cust on Other Banks ATM • Query Logged(Other banks atm – NFS – ASC – CBS – ASC – NFS – Other banks ATM) When ASC to NFS fails(funds are with us) • Charge back by ATM(When NFS to other Banks ATM fails)(funds have gone to other bank) • Short Cash in other Banks atm????
Types of ATMs and their IDs • • • • • •
NCR – S1AN/S1CN Diebold – S1AC/S1CC/S1RC/SIBC WINCORE – S1AW/S1CW LIPI – S1AL TATA – S1AT ATM ID – Upto 17.10.2010 S1AN/0/bbbbb/nn
• S1AN-NCR, 0-SBI, bbbbb-br code, NN-sr no of atm
• Now they are S10A/0/BBBBB/NNN 13 DIGIT atm ID(13 digit)
• Ensure Surveillance system • VSS- casette to be replaced • DBSS – DVD to be stored • When CBS fails, ATM also fails - when it is in the same hub as the branch.
• 1. PC Slip – No of Pieces • 2. Admin Slip – Value in Rs. • Both the above slips should be printed before loading and after loading(replenishing) • The 4 slips should be signed by the Jt custodians. • When Admin is Reduced, Clearly Record in the Register under BM signature • When Admin Is Increased, record in the Register and BM informed/sign.
Supervisory Function
Select option 4 (Replenish)
– Next Screen
REPLENISH 0 DISP SPPLY 2 DISP CASH 4 PRNT CNTRS 6 CLR CARDS 8 ADD CASH 10 TEST CASH 13 INIT STMNT 18 DISP COINS 20 ADD COINS 99 MORE
1 PRT SPPLY 3 DISP CNTRS 5 CLR CASH 7 CLR DEPOS 9 INIT RECPT 12 STD CASH 15 SPVR TRANS 19 CLR COINS 21 STD COINS
Select option „4‟. Get the printout of the counters (STP)
Print Counters Slip
Rs. 100/- Denomination Rs. 500/- Denomination
Rs. 1000/- Denomination
Indicates the pieces left in the ATM.
For future reference mention the Date & Time on the Print Counters slip.
Cash Loading…. The ATM Prints the cash totals on the journal printer Open the safe (by applying passwords of both the joint custodians) Count the cash in each of the four cassettes. Keep a record of the physical count. Compare the physical cash count against the ATMs Counter totals printed on the Journal Printer.
Again go to the Screen ‘ Replenish’ REPLENISH 0 DISP SPPLY
1 PRT SPPLY
2 DISP CASH 4 PRNT CNTRS 6 CLR CARDS 8 ADD CASH 10 TEST CASH 13 INIT STMNT 18 DISP COINS 20 ADD COINS 99 MORE
3 DISP CNTRS 5 CLR CASH 7 CLR DEPOS 9 INIT RECPT 12 STD CASH 15 SPVR TRANS 19 CLR COINS 21 STD COINS
o Then select option ‘5: Clear Cash’. Here all the cash counters are initialized to ‘zero’ o Then select option ‘8:Add Cash’ to load Cash
Cash Loading …….. You will be prompted to select the cassette type Enter „2‟ and press ok. You will be prompted to enter the number of notes. Enter the number of notes of Denomination Rs.100/ and press ok. Continue this process for Cassette Type 3 ( Rs.500/ ) & 4 (Rs 1000/-) Press Cancel after completing.
When completed take a print out of the replenished amounts by selecting Print Counters option „4‟. (STP)
Cash Loading …… Open the safe and load the cash into the four cassettes in the ATM. Make certain that you put the proper denominations in their respective cassette types. Keep a record of the number of notes replenished in each cassette.
For example if your ATM is defined for Rs.500 in cassette type 3, 100s in cassette type 2 and 50s in cassette type 1, any error in loading cash in wrong cassette will result in wrong payment. Put the cassettes back in the safe properly and close the safe.
Problems • If casette is swapped, there is no problem. • Casette may sit anywhere • If however, the content of the casette is swapped then there can be excess or shortage. Viz., 500 denomination is kept in the 100 casette, then there will be a problem
Again go to the Screen ‘ Replenish’ REPLENISH 0 DISP SPPLY
1 PRT SPPLY
2 DISP CASH 4 PRNT CNTRS 6 CLR CARDS 8 ADD CASH 10 TEST CASH 13 INIT STMNT 18 DISP COINS 20 ADD COINS 99 MORE
3 DISP CNTRS 5 CLR CASH 7 CLR DEPOS 9 INIT RECPT 12 STD CASH 15 SPVR TRANS 19 CLR COINS 21 STD COINS
o Then select option ‘10: Test Cash’. Here one note from each cassette will be picked up & kept in Rejected Bin’
Next - select the option ‘10: Test Cash’ This will test the dispenser and pick one note from each cassette and put in the Purge Bin Displays the Dispenser status on the Operator Panel. Now exit supervisor mode by selecting Cancel and Put back in to Normal Mode. Now go for ADMIN Function
Admin Function : Starting Menu
Enter Your ‘PIN’ Number
The next screen displayed will be as under
Select the option ‘Balance Enquiry’
Now you will get the screen -
Select the option ‘From Current’
And the next screen :
Select the option ‘YES’, next screen displayed will be
Then the next Screen:
Select option ‘PRINT MACHINE SUB TOTALS’,
You will get a receipt/printout giving details of the Cash balance Please note that PRINT MACHINE SUB TOTALS is the
ADMIN Balance i.e.
what Cash Balance ATM should have! Balance Recorded at ASC
To be tallied with Denomination-wise Balance in Supervisory mode and Physical Cash balance in ATM .
An Admin Slip looks like this: C2 stands for Cassette 2 ( In general this cassette is configured for Rs 100/)
INC Rs. : Total increase i.e. summation of total cash replenished OUT Rs. : Total Dispensed i.e. summation of total cash dispensed Dec Rs. : Total Decrease i.e. summation of total cash decreased which is erroneously increased but this should be always authenticated and noted.
End Rs. : Balance amount available at ATM
Next screen will be :
Select the option ‘YES’
You will go back to screen -
If Cash is to be replenished in the ATM, select the option ‘MID-POINT ADJUSTMENT’
You will get the screen -
Select option ‘INCREASE CASH’
Next screen to be displayed -
Select appropriate ‘Hopper’ to increase the cash Hopper 2 is Rs.100 , Hopper 3 is Rs.500 & Hopper 4 is Rs.1000
Next screen to be displayed as -
Enter the appropriate amount and say ‘YES’
Next screen to be displayed as -
Select ‘YES’ to complete the transaction
Next screen will be -
Select option ‘PRINT MACHINE SUB TOTALS’ It will give the Admin Balance with increased
Next screen will be -
Select option ‘NO’, The ATM screen will come to Normal
And the last screen :
(STP)
EXAMPLE OF A BALANCED ATM
Print Counter Slip
Admin Slip
EXAMPLE OF AN UNBALANCED ATM
Cash Management Principles in ATM Physical cash in ATM should always tally with counter balance & admin cash hopper-wise Physical cash: Actual cash present in ATM. (Notes present in all bins + Rejected bin) Counter Balance: No of pieces of notes printed in print counter slip (supervisory mode) Admin Cash: The amount printed in Admin slip as “END Cash”, while taking print machine sub-total during Admin function.
Cash Tallying
• 5.10.10 – 11.20 am 8.10.10 – 7.20 pm • Block Period • A1, A2 for 5.10.10 and A3, A4 for 8.10.10 Admin Slips (before and after loading) • Xs – 5000 – Difference between A2 and A3 of Out -> Dispensed item in Admin slip. • Str-New ATM=0, Inc-When Admin Incr, Dec-When correcting wrong incr, Out-Dispensed, End-Bal Now. • Cash Out difference of A2 and A3 • 100 500 1000 • A3 Out • A2 Out
Cash Tallying • Difference in A3 Out – A4 Out = How much dispensed • 3198 should match with End??? • ATM log after 11.20 am of 5.10.10 upto AtM log upto 7.20 pm of 8.10.10 • Download from Aboss – Excel • Remove reversals in Atm log, • Remove Partial reversals in Atm log • Add only the net of partial reversal
Cash Tallying • If 10 lac was dispensed, when you add up all these you will get 10,05,000(ATM Log Excel) • Time out Txn – 5000 – Xs Cash • Total complaints that may come cannot exceed 5000 + 5000(xs) = 10000 only • No customer can come with anything beyond 10000 , if anyone comes it is – straightaway fraud. Becos compensating errors are addressed by this excel.
Excess Cash Physical
Admin
3198
110000
100000
100000
If 5 fails, Cash Not Dispensed, account debited. ( CBS – D, TLF(ATM) – D, EJ – No) CBS – D, TLF(ATM) – D, EJ – No Or If customer fails to take Cash, partly takes cash, Power Failure CBS – D, TLF(ATM) – D, EJ – With Error(Cash Retracted or Presenter Error) Dispensation is not confirmed/unknown. Ps: If 3 fails, Cash Not Dispensed, account debited. ( CBS – D, TLF(ATM) – No D, EJ - No) Phy-110000 Admin – 110000, 3198 - 100000
Xs Cash • Excess Cash of Rs.10000 • Customer did not collect cash and Cash went inside • For each Txn – 3 events • 1. Dr cust Cr 3198 – CBS • 2. Admin Reduced – ATM Log – Aboss ATM Log • 3. Cash Dispensed – EJ Log - ABoss • When Customer does not take the cash, Txn is Not Successful – Cash Retracted/Presenter Error.
Xs Cash • 1. Remove Xs cash Credit Sundry Deposits by debit to Branch Cash Balance. • 2. Identify Txn – Compare EJ Log with ATM Log on T+2 day as ABOSS data will be available on T+2 day. • EJLOg – X (Not Available or Available with Error code – Cash Retracted Inside/Presenter Error) • ATM Log – Yes • 3. Identify the Customer(Branch, Bank, Other Bank) • 4. Reverse Sundry
Why T+2 Day(ABOSS Data) • • • •
Todays Day Txn at 11 AM(1st) Txn Recorded in ASC and CBS Todays Night Txn at 11 Pm(1st) Txn Recorded in ASC – CBS Debited tomorrow thro SAF.(2nd) • CBS generates a file, based on ASC request during EOD of Tomorrow(2nd) • This file is available to ASC on the Next Day ie Day after tomorrow(3rd) = T+2
T+2 Day • • • • •
txn(TLF) Log CBS Yes Yes - No issue Yes No - Ac – Not Dr Cash Paid SWOS No Yes - Ac – Dr Cash Not paid BROS Swos – Entries dr in nature – Cust is Debited on T+2 Day, If no balance/posting restriction in the account, then 98581 of cust Br is debited • Bros – Entries Credit in Nature- Cust is credited, if NRE account / Cr Txn Prohibited, then 98582 account is credited of customer Branch.
Xs Cash • Branch Customer – Dr SD Cr Customer • Other Branch Customer – Dr SD Cr 98516 of Other Branch(Bch to be issued) because the other branch could have credited the customer based on his complaint and as per cir…. • Other Bank – Do not do anything, Advise the other bank cust to go to his bank for complaint – ASC will originate a debit on us on 98581 based on Charge back of other bank.
Charge Back • Day 1 – Other banks customer used our ATM and his account debited, but cash not taken by the customer • Day 2 – Other Bank to ASC(SBI) – ASC originates a email to the ATM Branch • Day 3 – ASC Debits ATM branch 98581 with the amount and holds the amount for 10 days • Day 10 – If no response from the branch after 7 working days, refunds the amount to the other Bank. If there is no Xs cash, ATM branch should provide EJ within 7 working days to ASC. • Branch should reverse Sundry Deposit by credit to 98581 in this case.
• • • •
Cash Shortage Phy Admin 3198 100000 110000 110000 Cash Dispensed , Account Not Debited. A) If 7 fails: – ASC assumes Cash is not dispensed • Admin Balance is Increased (Account is Debited and Credited. Admin Balance is decreased and increased, But Cash is Dispensed) – Correct Reversal. • Step 8 is initiated by ASC to CBS for Customer credit • Customer Account Credited(if not possible, 98582).
Cash Shortage – CASH DISPENSED BUT ACCOUNT NOT DEBITED – CBS – D&C, TLF – D&C, EJ – Yes (If EJ No-there is no Problem)(Power Failure-Freak) – B) Txn Missing in ATM Log(TLF) but successful in EJ Log. – At times, CBS – No Entry, TLF – No Entry, EJ – Yes (This happens as a freak txn, NO REASON) – In both the cases of A & B, no Bros/Swos entry would be coming on T+2, will have to check manually and post the debit to the customer’s account.
Cash Shortage • C) Erroneous Reversal • Dr/Cr with same amount but different txn numbers( Dr = Txn No, Cr = Txn No+1) • (Correct Reversal – Same Txn No.) • If 7 fails, 2nd Txn Dr 3198 Cr 98582 • (txn No+1) of home branch of Customer. • Whenever reversal happens with Txn No.+1, it is always to 98582 account of home branch of customer and not customer’s account .(In correct Reversal either Customers account or 98582 is credited). Reason Not Known. Hence ATM Branch has to get it from home branch of Customer.
• ATM Branch will see ATM log • Txn No.+1 will be seen + C(S) 3000.00 + 2 entries. • Take it up with home branch of the customer. • VVIP - Admin Not Effected, 98582 of home branch of customer credited but cash dispensed. • Hence home branch of the customer should credit 98516 of ATM branch with which the Cash Shortage Suspense entry is reversed by ATM Br
D) Two different txns with same RR No. • Both successful, both accounts debited successfully • Admin reduced only for 2nd txn • Reduce Admin bal for 1st txn • Only correction as there will not be any customer complaint
Reversal • 1. Full Reversal • Cash Dispenser error from ATM, Switch will generate a reversal • 2. Successful Partial Reversal(only in diebold, now not happening) • 1000 requested, 700 dispensed – 500x1, atm has only 2 notes of 100 • Generates a reversal of 300.
• 3. Zero Reversal • Power failure / Cash Partially collected / Cash Not collected • Dispenser is not confirmed, Dispensation is unknown. • 4. Erroneous Reversal-(Already covered) • 5. Suspected Reversal – C(S) with 0 or full amount
• • • • • • •
Cr 3198 and Dr to Cust Physical cash dispensed Dr 3198 and Cr to Cust. EJ Available – ATM log D & C 1. Dr Suspense Cr 3198 Now the 3198 balance also will be 100000 2. Reduce Admin Balance(Casette wise) after recording it in the register(BM to authenticate • Now Admin balance is also 100000 • 3. Identify the customer, EJ Log – ATM Log
• 1. Our Bank Customer – Dr Customer Cr Susp • 2. Other Bank Customer – – A. CMS Complaint with EJ Log – B. 10th day – ASC will credit our 98582 account – C. Reverse Suspense by debiting 98582 account.
• Customer can lodge a complaint within 120 days of txns • 12 working days will apply for complaints of customers lodged within 120 days of txn date. • Else that 12 days for penalty at 100/- per day will not apply.
98581 Debits(4 Scenarios) • T + 0 = Day time Txn TLF – Y, N CBS – Y, Y. • During Queueing , the queue would get posted first and then SAF will also hit CBS. – If balance is not available – 98581 will get debited. (If his account had got debited, Credit to his account would happen on T+2 days). Credit would happen on 98582 on T+2 day and that has to be reversed manually.
1. T+1 = Month End Eod 2. T+2 = SWOS Posting(Ac – Not Dr, Cash Paid) 3. T+ Anyday = Charge back Raised by Other Banks.
Customer Redressal • Cir 221 dated 29.7.2006 • Cir 447 dt 25.11.2006 • 12 working days from date of receipt of complaint(from OUR Bank customers) – if 1 Sunday 13 days, if 2 sundays – 14 days.
98582 Ac-4 Scenarios 1. Double Debit to customers account 2. NRE Account 3. One Debit in customers account and other in 98581 account on T, Credit always to 98582(T+2) 4. Dr Adjustments(Chargeback of our customers who used ATM card in other banks and did not receive cash though account is debited)
1. TLF – D, CBS – D – Successful in Switch • 1. Check EJ • 2. If EJ is successful, no complaint • 3. If EJ is not successful, Verify Error Code and find Excess cash • 4. If Excess cash is not found, check compensatory error.
2. TLF – D, CBS – D , D – Double Debit with same RR No • 1. ASC will credit thro BROS(to Customer Account or 98582 account ) • 2. If BROS Credit not found, send email to
[email protected]
3. TLF – D & C, CBS – D Full Reversal with Switch Not in CBS • Customer has not got cash but account Debited.(Initiation by ASC to CBS to credit the account has failed) • 1. ASC will credit thro BROS(to Cust / 98582 account) • 2. IF BROS Cr not found on T+2 Day, send email to
[email protected]
TLF – D & C, CBS – D& C • • • •
Full Reversal in Switch and CBS 1. Verify for Customer account for credit 2. Else verify 98582 account for credit 3. Reverse the Credit of 98582 account to Customer Account.
5. TLF – Blank, CBS - D • 1. ASC will credit thro BROS • If Bros cr not found email
[email protected]
6. TLF – D and 0(c) CBS – D, C&D • Zero Reversal • When Cash goes inside • Cust account dr, TLF Debited, Admin is credited for 0, Customer is Credited. But now since what amount has gone back is not known, Customer’s account is debited again. • This is Suspected Txn – Xs cash will be available in the ATM (either full or part that has been deliberately left by the customer)
7. TLF D(1000) and C(400) CBS – D(1000), C(1000), D(600) • • • • •
Customer wanted 1000, deno not available 1st Cust account debited with 1000 2nd TLF reduced by 1000 3rd Paid 600, therefore 1000 credited to customer 4th 600 debited to customer on denomination paid • 5th the difference of 400 is credited to TLF • Successful Txn but Partially disbursed, Reversal of 1000 may go to 98582 account instead of Customers account.(NRE)
8. TLF – D, CBS – D, 98581-D • ASC will credit thro BROS to 98582 account. • Reverse it to 98581 account.
• Though branches have provided EJ, branches do not get credit in 98582 because now crude way of providing EJ thro email or fax. • ASC will now lodge CMS of other banks charge back(no more email). • EJ is not uploaded properly. Becos ATM vendor is different from EJ Pulling Vendor(MS) • + Penalty to Ej Vendor on the basis of 98581 also
• 93% of txns – ej available on 2nd day. • Being outsourced shortly for reconciliation. In 6 months it is going to be revamped.
Recon Process • • • • •
TLF/PTLF – generated by FSS Core Txns Dump provided by CDC to FSS FSS compares and TLF/PTLF with CBS Records SWOS/BROS shown in ABOSS Entries centrally posted by ASC in 98581 and 98582 by debiting 3198 of ATM Branch or ASC Account(for PTLF txns) as applicable.
