Commercial Bank of Ethiopia: Branch Banking Procedure

COMMERCIAL
BANK OF ETHIOPIA
Branch Banking
Procedure
i
March, 2019
Commercial Bank of Ethiopia March 2019
Contents
Acronyms .............................................................................................................................................xiii
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........................................................................................................... 7
1.5 Governing Rules ..................................................................................................................... 7
1.6 The Structure of Branch Operation ...................................................................................... 7
1.7 General Authority and Responsibility ................................................................................. 14
1.7.1 President and CEO ......................................................................................................... 14
1.7.2 Chief Business Officer.................................................................................................... 15
1.7.3 Vice President Banking Service ...................................................................................... 15
1.7.4 District Director ............................................................................................................. 15
1.7.5 Branch Manager ............................................................................................................. 16
1.7.6 Manager, Branch Business.............................................................................................. 17
1.7.7 Manager, Branch Operation ............................................................................................ 18
1.7.8 Manager, Branch Control ............................................................................................... 19
1.7.9 Manager, Western Union Center (also applies to International Service Special branch) ... 20
1.7.10 Customer Service Manager-Sales ................................................................................... 20
1.7.11 Customer Service Manager-Service ................................................................................ 21
CHAPTER TWO................................................................................................................................. 21
CUSTOMER ACQUISITION AND SELLING OF CBE PRODUCTS AND SERVICES ............... 21
2.1 Customer Acquisition .......................................................................................................... 21
2.2 Customer ID Creation.......................................................................................................... 23
2.3 Account Opening and Contract Maintenance ..................................................................... 25
2.3.1 Saving Accounts Opening............................................................................................... 26
2.3.2 Demand /Current/ Accounts Opening ............................................................................. 27
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Branch Banking Procedure

2.3.3 Fixed Time Deposit Contract Maintenance ..................................................................... 29

2.4 Foreign Currency Accounts and Contract Maintenance .................................................... 30
2.5 IFB Account and Contract Maintenance ............................................................................ 32
2.6 Document Authentication of New Accounts ........................................................................ 32
2.7 Transaction Checking and Documentation in Account Opening ....................................... 34
2.8 Selling of Digital Banking Channels .................................................................................... 35
2.8.1 Selling of Cards .............................................................................................................. 35
2.8.1.1 Debit Card Request ........................................................................................................ 35
2.8.1.2 Debit Card and PIN Delivery at Branch .......................................................................... 36
2.8.1.3 Pre-paid Cards Recruitment and delivery ........................................................................ 37
2.8.2 Online Banking .............................................................................................................. 40
2.8.2.1 Selling of Mobile Banking Service ................................................................................. 40
2.8.2.2 Selling of Internet Banking Service................................................................................. 40
2.8.3 Selling CBE Birr Service ................................................................................................ 42
2.8.3.1 Customer Registration for CBE birr ................................................................................ 42
2.8.3.2 Agent Recruitment for CBE Birr..................................................................................... 42
2.8.3.3 Merchant Recruitment for CBE Birr ............................................................................... 43
2.8.4 Merchants Recruitment for POS ..................................................................................... 44
2.8.4.1 Merchant Recruitment .................................................................................................... 44
2.8.4.2 Deployment of POS Machine ......................................................................................... 46
2.9 Transaction Checking and Custody of Documents on Digital Banking Channels ............. 47
2.10 Selling of Services ................................................................................................................. 47
2.10.1 Muday Service ............................................................................................................... 47
2.10.2 Safe Deposit Box Service ............................................................................................... 48
2.10.3 Cash Pick up Service/Cahier Implant Service.................................................................. 50
2.10.4 Salary Payment............................................................................................................... 51
2.10.5 Passport Registration ...................................................................................................... 51
2.11 Customer Relationship and Profile Management (only applies to International Service
Special Branch) ................................................................................................................................ 52
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2.11.1 Developing CRM Strategy and Implementation ......................................................... 53

2.11.2 Customer Profile Management and Differentiation .................................................... 53
2.11.3 Customization of Product and Services ....................................................................... 54
2.11.4 Customer Interaction and Relationship Management ................................................ 55
2.12 Transaction Checking and Custody of Documents in the Selling of Services ....................... 56
CHAPTER THREE............................................................................................................................. 57
COLLECTION.................................................................................................................................... 57
3.1. Collection through Conventional Channels ............................................................................. 57
3.1.1. Cash Collection ...................................................................................................................... 57
3.1.1.1 Collection of Cash to Deposit in LCY Account ............................................................... 57
3.1.1.3. Selling of FCY .................................................................................................................. 59
3.1.1.4. Purchase of FCY cash notes .............................................................................................. 60
3.1.1.5. Local Money Transfer/Fund Transfer ................................................................................ 61
3.1.1.6 Issuance of Banker’s Cheque .............................................................................................. 62
3.1.1.7 Foreign Money Transfer ................................................................................................. 63
4.1.2 Collection of Cheques and Banker’s Cheque................................................................... 65
4.1.2.1 CBE Cheques/Banker’s Cheque...................................................................................... 65
3.1.2.2. Other Banks’ Cheques / Banker’s Cheque ......................................................................... 65
3.1.2.3 Collection of Other Bank Cheque/Banker’s Cheque through Special Clearance............... 69
3.1.3 Foreign Bank Cheques.................................................................................................... 70
3.1.3.1 Outward Bills Purchased (OBP) ..................................................................................... 70
3.1.3.2 Outward Bills for Collection (OBC) ............................................................................... 71
3.1.4 MT103 from Other/foreign Bank .................................................................................... 72
3.1.5 Collection at the Premises of a customer ......................................................................... 72
3.1.5.1 Cashier Implant .................................................................................................................. 72
3.1.5.2 Collection through Cash Pickup Service ............................................................................. 75
3.1.6 Collection through Pay at Bank (ET Airlines) ................................................................. 76
3.2. Collection through Digital Banking Channels ......................................................................... 76
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3.2.1 Collection through Cards on POS and ATM Machines.................................................... 76

3.2.2 Collection through Online Banking Channels ................................................................. 77
3.2.3 Collection through CBE Birr .......................................................................................... 78
3.3 Collection for Tax/Utility Payments .................................................................................... 79
3.4 Transaction Checking and Custody of Documents in Collection ....................................... 80
CHAPTER FOUR ............................................................................................................................... 81
PAYMENT SERVICES ...................................................................................................................... 81
4.1. Payment through Conventional Channels ............................................................................... 81
4.1.1. Cash Payment ...................................................................................................................... 82
4.1.1.1 Cash Payment from Saving Accounts ............................................................................. 82
4.1.1.2 Cash Payment from Cash Indemnity Accounts................................................................ 83
4.1.1.3 Cash Payment from LCY Current Accounts.................................................................... 84
4.1.1.5 Cash Payment from Retention Accounts ......................................................................... 87
4.1.1.6 Cash Payment from Inactive Accounts ............................................................................... 88
4.1.1.7 Cash Payment from “Pending for Authentication Accounts” ............................................... 90
4.1.2 Local Money Transfer .................................................................................................... 91
4.1.2.1 Payment for Local Money Transfer................................................................................. 91
4.1.2.2 Payment for Cancellation of LMTS ................................................................................ 92
4.1.2.3 Payment of LMTS for Lost Security Number.................................................................. 93
4.1.3 Payment through Fund Transfer ............................................................................................ 94
4.1.3.1. Payment through the Format for Account to Account Transfer........................................... 94
4.1.3.2. Payment through Cheque................................................................................................... 95
4.1.3.3 Payment through Letter of Instruction................................................................................. 96
4.1.3.4 Payment through Customer Standing Instruction............................................................. 98
4.1.4. Payment of Foreign Remittance ............................................................................................ 99
4.1.5 Payment through Negotiable Instruments ...................................................................... 101
4.1.5.1. Payment of Banker’s cheque ........................................................................................... 101
4.1.5.2 Payment of lost Banker’s cheque .................................................................................. 102
4.1.5.3 Payment of CBE Cheque /Banker’s cheque Collected by Other Banks (through EATS) 103
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4.2. Payment through Digital Banking Channels ......................................................................... 104

4.2.1. Payment through POS Cash Advance ................................................................................. 104
4.2.2. Payments through ATM and Online Banking ..................................................................... 105
4.2.3. Payment through CBE Birr System .................................................................................... 106
4.2.3.1 Payment to Registered Customers ................................................................................. 106
4.2.3.2 Payment to Unregistered Customer .............................................................................. 107
4.3 Transaction Checking and Custody of Documents in Payments ...................................... 107
CHAPTER FIVE ............................................................................................................................... 108
TRANSACTION AUTHORIZATION LIMIT AND TRANSACTION CHECKING .................... 108
5.1 Collection and Payment Transaction Authorization Limit on Deposit Accounts ............ 108
5.2 Transaction Authorization Limits on Services .................................................................. 110
5.3 Transaction Authorization Limits on Alternative Channels ............................................ 110
5.3.1 Transaction Authorization Limits on Payment Cards .................................................... 110
5.3.2 Transaction Authorization Limits on Online Banking Channels (MB&IB) .................... 111
5.4 Transactions Authorization Limit on CBE birr ................................................................ 112
5.4.1 Transaction Authorization Limit on CBE birr Customer................................................ 112
5.4.2 Transaction Authorization Limit on CBE birr Agent Account ....................................... 113
5.4.3 Authorization Limit on Agent Operator per Transaction Amount (Birr) ........................ 113
5.5 Transaction and Document Checking ............................................................................... 114
5.6 Inter Branch Transaction Limit ........................................................................................ 117
CHAPTER SIX.................................................................................................................................. 118
BOOK MANAGEMENT .................................................................................................................. 118
6.1 Reconciliation and Balancing ............................................................................................ 118
6.1.1 Reconciliation of Account Receivables/Payables .......................................................... 118
6.1.2 Reconciliation and Balancing of ATM Transactions ..................................................... 119
6.1.2.1 Reconciliation of CBE Cards Transactions ................................................................... 119
6.1.2.2 Reconciliation of Other Bank Card Transactions........................................................... 120
6.1.2.3 Reconciliation of International Cards Transaction ......................................................... 120
6.1.2.4 Reconciliation of Card Transactions on Forex ATM .................................................... 121
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6.1.2.5 Reconciliation of Foreign Cash Notes Exchange on Forex ATMs ................................ 121
6.1.2.6 Exceptions in ATM Reconciliation and Balancing ........................................................ 122
6.1.2.6.1 ATM Cash Withdrawal without Affecting Customer Accounts (CBE Cardholder) .... 122
6.1.2.6.2 Debiting Customer Accounts without Dispensing Cash (CBE Cardholder) ................ 123
6.1.2.6.3 Forex ATM Machine captures currency notes, but doesn’t dispense cash .................. 124
6.1.3 POS Reconciliation and Balancing ................................................................................ 124
6.1.3.1 Merchant POS Transactions .......................................................................................... 124
6.1.3.2 POS Cash Advance Transactions .................................................................................. 125
6.1.3.3 Exceptions in POS Transactions .................................................................................... 126
6.1.3.3.1 Incomplete Transactions and Amount Locked .......................................................... 126
6.1.3.3.2 Transactions not reflected on Merchant Account ..................................................... 126
6.1.3.3.3 Refunding unsuccessful Transactions on Merchant’s POS....................................... 127
6.1.4 CBE Birr Transaction Reconciliation............................................................................ 127
6.2 General Ledger Position follow-up .................................................................................... 128
6.2.1 System Suspense ............................................................................................................. 128
6.2.2 ATM Suspense Account ................................................................................................. 129
6.2.3 Abnormal Balances of accounts ..................................................................................... 129
6.3 Transaction Checking and Custody of Documents ........................................................... 130
CHAPTER SEVEN ........................................................................................................................... 131
CUSTOMER PROFILE MANAGEMENT ...................................................................................... 131
7.1 Customer’s Request to Change Name ............................................................................... 131
7.1.1 Customer Name is not properly recorded on the system .............................................. 131
7.1.2 Customer Name Changes Request by Court Order ...................................................... 131
7.2 Customer’s Request for Changing Signature.................................................................... 132
7.3 Customer’s Account Status Change request ..................................................................... 133
7.4 Handling Power of Attorney .............................................................................................. 134
7.5 CBE Birr Profile Management .......................................................................................... 134
7.5.1 CBE Birr Customer Level Update / Upgrade................................................................ 134
7.5.2 Updating the CBE Birr Agent’s /Merchant’s Profile .................................................... 135
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7.6 Additional/Secondary Card Request ................................................................................. 135

7.7 Additional Account Association to Debit Card ................................................................. 136
7.8 PIN Change Request on Cards .......................................................................................... 137
7.9 Card Replacement Request ............................................................................................... 138
7.9.1 Replacement of Debit Cards in the case of Lost/Stolen ................................................. 138
7.9.2 Refund for Non-reloadable Pre-paid Cards in the case of Lost/Stolen ............................ 138
7.9.3 Replacement for Personalized Pre-paid Cards in the case of Lost/Stolen ....................... 139
7.9.4 Card Replacement for Damaged Domestic Pre-paid Cards (Wallet and Co-Branded) .... 140
7.9.5 Card Replacement for Expired Debit Cards................................................................... 141
7.10 Profile Change/Amendment for Online Banking Service ................................................. 141
7.10.1 Change/Additional Account Association for Mobile Banking Service ........................... 141
7.10.2 Change/Additional Account Association on Internet Banking Service........................... 142
7.10.3 Change in Customer’s/User’s Information on Internet Banking Service ........................ 143
7.10.4 User Change and Replacement Process in Corporate IB ................................................ 143
7.10.5 Request for View Access to Non-Signatories Corporate IB Users ................................. 144
7.10.6 Lost or Stolen Hard Token Handling and Replacement Process .................................... 145
7.10.7 Faulty or Damaged Hard Token Replacement Process .................................................. 145
7.10.8 Expired Token Handling and Reissuance Process ......................................................... 146
7.10.9 Additional POS Terminal Request ................................................................................ 147
CHAPTER EIGHT ........................................................................................................................... 148
PRODUCT AND SERVICE TERMINATION ................................................................................ 148
8.1 Account Closure for Saving/Current Account ................................................................... 148
8.2 CBE Birr Agent Service Termination ............................................................................... 149
8.3 CBE Birr Merchant Services Termination......................................................................... 150
8.4 Termination of Card Banking Services ............................................................................. 150
8.5 Online Banking Services (MB and IB) Termination ......................................................... 151
8.5.1 Blocking of Mobile banking services ............................................................................ 151
8.5.2 Termination of Internet Banking Services ..................................................................... 151
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8.6 POS Merchant Contract Termination............................................................................... 152

8.7 POS Displacement /Removal ............................................................................................. 153
8.8 Muday banking Service Termination ................................................................................ 154
8.9 Transaction Checking and Custody of Documents in Product and Service Termination 154
CHAPTER NINE .............................................................................................................................. 155
BRANCH CASH OPERATION ....................................................................................................... 155
9.1 Cash Holding Limit and Cash Operation.......................................................................... 155
9.1.1 Steps to follow at opening and starting of daily Operations ........................................... 155
9.1.2 During the Day’s Operations ........................................................................................ 157
9.1.3 Balancing and Closing Cash Activities ......................................................................... 158
9.2 Cash Difference (Shortage/Excess) Handling .................................................................... 161
9.3 Refund of Excess Cash ....................................................................................................... 162
9.4 Forged (Counterfeit) Notes ................................................................................................ 162
9.5 Good Coin Handling .......................................................................................................... 163
9.6 Deteriorated Notes and mutilated/damaged Coin Handling............................................. 163
9.7 Exchange of Birr Notes and Coins on Sorting Table ........................................................ 164
9.7.1 Exchange of Birr and coins ............................................................................................ 164
9.7.2 Cash Handling at Sorting Table .................................................................................... 165
9.8 Cash Consolidation, Lodgment, and Vault Cash handing and taking over ..................... 165
9.8.1 Cash Consolidation ........................................................................................................ 165
9.8.2 Cash Lodgment .............................................................................................................. 166
9.9 ATM Cash Management .................................................................................................... 167
9.9.1 ATM Cash Shortage handling ....................................................................................... 171
9.9.2 ATM Cash Excess........................................................................................................... 171
9.10.1 At the time of cash collection request............................................................................ 172
9.10.2 At the time of supply request ........................................................................................ 173
9.11 Basic Cash Precautions and Security .................................................................................... 173
CHAPTER TEN ................................................................................................................................ 177
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BOND MANAGEMENT ................................................................................................................... 177

10.1 Stock Handling ................................................................................................................... 177
10.2 Sale of Grand Ethiopian Renaissance Dam Bond ............................................................. 178
10.3 Payment of Matured Bonds ............................................................................................... 179
10.4 Lost/Mutilated Bond .......................................................................................................... 180
10.5 Bond Reconciliation ........................................................................................................... 180
CHAPTER ELEVEN ........................................................................................................................ 181
OTHER OPERATIONAL ISSUES .................................................................................................. 181
11.1 Handling of Insufficient fund Cheque ............................................................................... 181
11.1.1 Insufficient fund Cheque Presented at the Account Holding Branch ................................... 181
11.1.2 Insufficient Fund Cheque Presented to other than Account Holding Branch (Located in
Other Cities) ................................................................................................................................ 182
11.1.3 Release of Restricted Amount due to Insufficient Fund ................................................. 183
11.1.4 Removal from Insufficient fund record ......................................................................... 184
11.2 Stop Payment Order .......................................................................................................... 184
11.2.1 Steps for Request of a Stop-Payment Order .................................................................. 184
11.2. 2 Cancellation of a Stop-Payment Order .............................................................................. 185
11.3 Amount or Account Blocking ............................................................................................ 186
11.4 Balance Confirmation Request ......................................................................................... 187
11.5 Issuance of Bank Statement .............................................................................................. 187
11.6 Stock Management ........................................................................................................... 188
11.6.1 Cheque /Banker’s cheque Stock Handling and Issuance ................................................ 188
11.6.2 Passbook Stock Handling and Issuance ......................................................................... 190
11.6.3 Rubber Stamp Handling ............................................................................................... 191
11.7 Cash Box Handling ............................................................................................................ 192
11.8 Keys and Combination Management ................................................................................ 193
11.8.1 Handling of Strong Room Doors, Grills, Vault and ATM keys...................................... 193
11.8.2 Cash Box Keys and Combination ................................................................................. 194
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11.8.3 ATM / Vault Combination Code Change ...................................................................... 194

11.8.4 Replacement of Lost Keys ............................................................................................ 194
11.8.5 Branch Main Gate, Safe cabinet and other Keys Handling ............................................ 195
11.9 Handling of Undelivered Payment Cards.......................................................................... 195
11.10 Handling of Uncollected or Forgotten Cards ................................................................ 196
11.11 Handling of Lost and Found items in the Branch ......................................................... 197
11.12 Transaction Checking and Custody of Documents ....................................................... 197
CHAPTER TWELVE ....................................................................................................................... 198
Branch Internal Control ................................................................................................................... 198
12.1 User Activity Control ......................................................................................................... 198
12.2 Customer Related Control ................................................................................................. 199
12.3 Account Related Activity Control...................................................................................... 200
12.4 Financial Transaction Control........................................................................................... 201
12.5 Mobile, Internet and Card Banking users registration, profile creation and transaction
control ............................................................................................................................................ 202
12.6 KYC Control ...................................................................................................................... 203
12.7 AML reporting control ...................................................................................................... 203
12.8 Access Control .................................................................................................................... 204
12.9 Fraud reporting and Ethics ............................................................................................... 204
12.10 Other Issues .................................................................................................................... 205
13. REPEAL ...................................................................................................................................... 206
14. REVISION OF THE PROCEDURE .......................................................................................... 206
15. EXCEPTIONS ............................................................................................................................. 206
16. EFFECTIVE DATE .................................................................................................................... 206
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Annexes
Annex 1- Hand Book on Customers Classification, Features of Products, Digital Banking

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
xii

Acronyms
Acronyms
ATM Automated Teller Machine

BBO Banking Business Officer
BOO Banking Operation Officer
xiii

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
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
xiv

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 establish a strong internal control team in branches with the main
objective of operational efficiency and effectiveness, asset safeguarding, reliability of financial
reporting and compliance with relevant laws and regulations to achieve organizational
objectives;
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”.
1
1.2 Definition of Terms and Concepts
For the purpose of this procedure, the following 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 to account transfer between agents)
for customers or agents.
3. Agent’s Short Code: shall mean an ID to the agents to register and be identified 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
is valid for six months. It is also known as Cashier payment order (CPO).
7. Biller: shall mean a merchant that allow a customer to initiate a transaction to pay 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 refer to all of functions necessary to collect a clearing record from an
acquirer in transaction currency and delivery 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 in the opposite
direction.

12. Checking: shall mean ascertaining the completeness and correctness of the source document
and the transaction as per the bank procedure.
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 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’s 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 through which customers
may access their bank account and perform basic transactions.
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 benefit.
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 lived abroad for more than one year); and eligible foreign nationals of Ethiopian
origin.
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 using smart phone apparatus.

24. Exceptions - shall mean events that are not clearly stated on this procedure while their nature
is within the spirit of this procedure.
25. Financial Transaction: shall mean an event which involves money or payment, such as
deposit money into a bank account, borrow money to customers.
26. Floor Limit shall mean maximum amount of money allowed for a single card based
transaction without the need for authorization.
27. Foreign-Currency Accounts: shall mean an account whose source of fund is overseas and
that can be maintained in foreign currency.
28. Hard Limit: shall mean a compulsory minimum balance on the float account of CBE birr
system that agents shall retain in their account to properly perform their daily activities.
29. Issuer (Issuing Bank): shall mean a financial institution and member of International
Payment System that holds contractual agreement(s) with and issues cards to cardholder.
30. Inter Branch: shall mean a transaction whose source account and destination account are
held at different branches.
31. Internal Control: shall mean a process effected by an entity’s board of directors,
management, and other personnel, designed to provide reasonable assurance regarding the
achievement of organizational objectives relating to operational, reporting and compliance.
32. Magnetic Stripe (Magstripe): Shall mean a strip of magnetic material affixed to the back of
a card that contains cardholder’s account information.
33. 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.
34. Mnemonic: shall mean an alternative and easy means of identifying the customer by
inserting the customer’s name first letter and telephone number or TIN number.
35. 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.

36. National e-Payment Switch :shall mean the National e-Payment Switch and related systems
as well as the corresponding Data Center and Network Infrastructure operated by Ethio-pay.
37. Non-Financial Transaction: Shall mean an event which doesn’t involve transfer of funds
between accounts.
38. 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.
39. 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.
40. 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.
41. Point of Sale (POS) Terminal: shall mean an electronic device used for authorizing and
processing Bank card transactions at the point of sale.
42. 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.
43. Prospect Customer: shall mean a proposed (potential) customers in which the bank assumes
to deal with business in the future.
44. Single-Message Processing: shall mean a processing methodology wherein transaction
authorization, clearing and settlement are facilitated through single exchange of messages
between an acquirer and issuer.
45. Smart/ Chip cards: Shall mean plastic payment cards with an embedded computer chip that
communicate information to a chip-reading device during transactions.
46. 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.
47. Switch Member: shall mean Ethio-pay member Bank operating with own or shared switch
for interbank retail card payments with other member banks.

48. Switch: shall mean a system that handles different electronic payments and channels among
banks.
49. Tracer: shall mean a list of items in the subsidiary ledger that whose 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.
50. Teller ID: shall mean an identification number that identifies the staff that involved in cash
related tasks on the core banking system.
51. 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.
52. Till to Vault Transfer: shall mean the transfer of cash from the senior banking operation
officer -cash to Vault through the system.
53. 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.
54. Vault to Till Transfer: shall mean the transfer of cash from the Vault to senior customer
service officer-cash through the system.
55. 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 Branch Banking;

b. Have a single source of reference for performers;
c. Determine the duties and responsibilities of each employees in branch at business, operation
and control; 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 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 Business Sector

The structure of the Business Sector is depicted based on the new work flow, authorities and
responsibilities and new business principles as follows:
a. At Head Office

VP-Banking Service
Director -Quality Director-Rresource

Rresource Director - Director-Business
Business
Mobilization Digtal Director-
Assurance Network Support District
Channals
Manager-
Manager
Deposit Manager-
Moblization Manager -District
-
Agency Banking
Communication
Foregin Currency
(FCY)
Manager-
Mobilization Card Business Manager--Branch
Establishement
Manager-Online
Banking
Manager-Mobile
Money

VP-Banking Operation
Director-Cash Director-Conventional Director-

Management Payment Alternative
Payment Channels
Manager-Local
Local Manager-Customer
Currency Accounts and Bonds Manager-Card
Card
Personlaization
Manager-Foreign
Foreign Manager-ATS
Currency Manager-Accounts
Accounts
and Reconciliations
Conventional
Manager-Issue
Issue Paymnet
Manager-Technical
Technical
accounts Instruments Support
b. At District Offices

Director District
Manager--District Manager Internal

Audit Control
District Legal Service

Manager IS support
Manager-Credit Manager-Credit
Credit Manager-HR Manager-
Manager
Manager- Manager
Management Appraisal Business Operation and
Banking Business Quality
Partnering Logistic assurance
At Branch
Special and Grade IV Branches
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Branch Manager
Manager Branch Manager Branch Control

Operations Manager Branch
Business
Senior Banking Senior Branch
Operation Officer Customer Service
Controller
Manager-sales
Banking Customer Service
Operation Officer Manager-Service Branch controller
Senior Banking
Business Officer
Junior Officer
Customer Relations
Officer
Bank Trainee DigtalBanking Officer
Banking Business
Cash Office Officer
Attendant
Customer Service
Officer
Junior Officer
Bank Trainee
Grade III Branch
11

Branch Manager
Manager Branch Manager Manager Branch

Operations Branch Control
Senior Banking Business
Operation Customer Service Senior Branch
Officer Manager-sales Controller
Banking Senior Banking
Operation Business Officer Branch
Officer Customer Controller
Relations Officer
Junior Officer
DigtalBanking
Officer
Bank Trainee Banking Business
Officer
Cash Office Customer Service
Attendant Officer
Junior Officer
Bank Trainee
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Grade II branch
Branch Manager
Manager Branch Manager Branch Control

Operations Manager Branch
Business
Senior Banking Operation Senior-Banking

Officer Business Officer Branch controller
Digtal Banking
Banking Operation Officer
Officer
Banking Business
Officer
Junior- Officer
Customer Service
Bank Trainee Officer
Cash Office
Attendant Junior Officer
Bank Trainee
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At Grade I branch
Branch
Manager
Manager Branch Manager Branch

Manager Branch control
Operations Business
Senior Banking Senior Banking
Operation Officer Business Officer Branch Controller
Banking Digtal Banking

Operation Officer Business Officer
Junior Officer Banking

Business Officer
Bank Trainee Customer
Service Officer
Cash Office Junior Officer

Attendant Bank Trainee
1.7 General Authority and Responsibility
1.7.1 President and CEO

The President and CEO shall:
a. Approve the Branch Banking procedure;

b. Oversee the implementation of the Branch Banking procedure;
c. Oversee the overall Branch Banking operational matters and the service delivery of the
Branch Banking process and take appropriate action if deemed necessary; and
d. Oversee the structure of the sector to clearly assign authority and responsibility
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1.7.2 Chief Business Officer

The Chief Business Officer shall:
a. Plan, direct and coordinate the activities of the team within the approved Branch
Banking procedure, guidelines and directives of the bank;
b. Ensure the proper implementation of the Branch Banking procedure within the sector;
c. Create and maintain efficient integration of Banking Business sector with other sectors;
d. Oversee appropriate risk identification, measurements and management is in place in
operational activities of the Banking Business sector;
e. Oversee the overall Banking Business operational matters and the service delivery of the
Banking Business sector and take appropriate action if deemed necessary; and
f. Approve additional formats or changes in the exiting formats that may be required.
1.7.3 Vice President Banking Service

The Vice President Banking Service shall
b. Oversee proper understanding and awareness is created on the procedure by all
performers of the Branch Banking Business;
c. Assess the current and future skill and talent demanded by the sector and develop through
training and knowledge sharing;
d. Ensure that appropriate risk identification, measurements and management is in place in
operational activities of the branch;
e. Ensure that District Directors under the division are discharging their duties and
responsibilities as entrusted to them in this procedure; and
f. Initiate the revision of this procedure considering its appropriateness to the Bank’s
business strategy:
1.7.4 District Director

The District Director shall:
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b. Ensure effective and efficient operation is in place within the branches under the district’s
domain;
c. Ensure whether branch managers are properly monitoring and leading their respective
staff for better performance;
d. Support branches and district office staffs in implementing the Branch Banking
procedure;
e. Ensure appropriate risk identification, measurement and management is in place in
operational activities of the branches and district;
f. Ensure timely rectification of discrepancies and comments reported by internal audit and
district internal control and take the necessary remedial action;
g. Ensure proper understanding and awareness is created on the procedure by all performers
of the Branch Banking Business;
h. Ensure the operational activities of the branches are meant to satisfy customers without
compromising the Bank’s interest;
i. Oversee the overall district operational matters and the service delivery of the district
and take appropriate action if deemed necessary;
j. Approve and conclud agreement for Cash pick up service and Casher implant service
with high value customers ; and
k. Keep the cash and ATM vault combination code of all branches under the districts
domain.
1.7.5 Branch Manager

The Branch Manager shall;
a. Plan, manage and coordinate the overall branch banking activities;

b. Enhance the Branch’s competitive position;
c. Review and consolidate Branch budget proposal;
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d. Perform regular assessment of all branch –related work practices and propose
improvements, where necessary;
e. Participate in development, expansion and management of customer and business
relationships within the Branch;
f. Manage service levels against customer expectations;
g. Ensure compliance and monitoring is in place in accordance with rules, regulations, and
standards;
h. Keep District management regularly informed of trends and development in the Branch
environment;
i. Set team objectives, goals , and performance standards and facilitate team’s alignment and
goal cascading;
j. Provide follow –up on audit report findings related to the Branch’s work and take any
necessary remedial action; and
k. Analyze needs, asses the capacities of staff, and propose continuous education (e.g. training
plan, TOT, seminars).
l. Train, coach, facilitate and take corrective and administrative action for the proper
implementation of this procedure in the branch domain.
1.7.6 Manager, Branch Business

The Manager Branch Business shall;
a. Supervise the business activities in the branch;

b. Work closely with the branch team in annual plan development and implementation;
c. Continuously assess the work of the Branch business team and propose changes and
enhancements to improve the results;
d. Regularly evaluate the performance the employee under his/her team;
e. Ensures that the standard service delivery time is meet and properly handle the customer’s
request;
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f. Motivate and coach banking business officers responsible for the delivery of high quality
services;
g. Enhance the bank’s image through pro-active customer –driven servicing of their needs to
maximize customer satisfaction;
h. Facilitate the provision of efficient and high quality service to customers;
i. Prepare and implement periodic job rotation plan for the Branch Business staff ;
j. Identify areas of risk and non-compliance with procedures;
k. Evaluate periodic plans , as well as marketing plans and sales plans ,and prepare
recommendations for revisions or improvements;
l. Rectify audit report findings related to the Branch’s Business work and take any necessary
remedial action;
m. Analyze needs, asses the capacities of staff, and propose continuous education (e.g.
training plan, TOT, seminars); and
n. Performs the duties and responsibilities of Customer Service Manager-Sales/Service
where they are not assigned or in their temporary absence.
1.7.7 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. Develop annual/quarter/monthly operational plan for the branch’s operation team;
c. Maintain standard operational service delivery time;
d. Ensure proper handling of branch books of account;
e. Adhere to branch cash control and security requirements regarding cash and negotiable
instruments;
f. Follow up the transaction of newly opened accounts for a given period of time;
g. Keep dual controls of the branch ATM and cash vault key;
h. Prepare and implement periodic job rotation plan for the Branch Operation staff;
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i. Identify areas of risk and non-compliance with procedures;

j. Approve payment of general expense items;
k. Ensure that sufficient stock of forms and stationary materials are maintained;
l. Continuously assess the work of the Branch operation office and propose changes and
enhancements to improve the results;
m. Regularly evaluate the performance the employee under his/her team;
n. Review and consolidate the branch budgets;
o. Rectify audit report findings related to the Branch’s Operation work and take any
necessary remedial action; and
p. Analyze needs, asses the capacities of staff, and propose continuous education (e.g.
training plan, TOT, seminars).
1.7.8 Manager, Branch Control
The Manager Branch Control shall:
a. Supervise the overall control activities in the Branch ;

b. Continuously assess the internal control work practice of the branch and propose changes;
c. Set team objectives, goals , and performance standards;
d. Perform regular internal control assessment of the branch proactively to identify loophole;
e. Assess and propose improvements to procedures , operational manuals, and workflows;
f. Analyze Branch audit and risk reports and propose measures for avoiding corrective audit
observations in the future;
g. Report different finding to Manager District Internal Control;
h. Ensure the implementation of internal control system in the branch;
i. Follow–up un-rectified audit and internal control report;
j. Analyze needs, asses the capacities of staff, and propose continuous education (e.g.
training plan, TOT, seminars).
k. Ascertain there are no unchecked financial and non -financial transactions on daily basis.
19

l. Make Operational Risk Assessment of the branch and follow up the mitigation plan drawn
by the branch.
m. Ensure that all day to day activities are performed in compliance with rules and regulation.
n. Monitor System Access Control in the Branch
1.7.9 Manager, Western Union Center (also applies to International Service Special
branch)
The Manager Western Union Center shall:
a. Manage and coordinate the overall branch management to effectively provide all front –
office services;
b. Plan, coach, and coordinate the Western Union center activities;
c. Participate in the development, expansion and management of customer and business
relationships within the center, concentrating efforts in meeting customer needs;
d. Manage service levels against customer expectations;
e. Ensure compliance and monitoring is in place in accordance with international and local
rules, regulations and standards (NBE directives);
f. Synchronize the work and communicate constraints and problems with the International
Banking Service;
g. Regularly evaluate the performance the employee under his/her team;
h. Rectify audit report findings related to the overall Branch’s work and take any necessary
remedial action; and
i. Analyze needs, asses the capacities of staff, and propose continuous education (e.g. training
plan, TOT, seminars).
1.7.10 Customer Service Manager-Sales
The Customer Service Manager-Sales shall:

a. Be responsible for meeting the sales targets of the branch;
b. Conduct sales, map potential customers and generate sales leads and new opportunities ;
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c. Coordinates and support sales team effort;

d. Facilitate the provision of efficient and quality sales service to customers as per the
standard;
e. Develop action plans and techniques in collaboration with Manager, Branch Business
necessary for achieving the sales acquisitions and sales targets; and
f. Maintain necessary sales acquisition data and records for future reference.
1.7.11 Customer Service Manager-Service
The Customer Service Manager-Service shall:

a. Ensure the accurate processing of customer request;
b. Support sales of banking business officer in his/her sales effort, and provide product related
technical support;
c. Facilitate the provision of efficient and high quality service to customers as per the standard;
d. Work on relationship management;
e. Authorizes the branch transactions; and
f. Promote effective customers service communication throughout all levels of the banking
officers in the branch.
CHAPTER TWO
CUSTOMER ACQUISITION AND SELLING OF CBE PRODUCTS
AND SERVICES
[
2.1 Customer Acquisition
Manager Customer Service -Sales
21

a. Ensures effective customer acquisition is actively carried by performers to sell different

products and services;
b. Monitors sales campaign events as per the timescale communicated from different bank
organ and evaluates 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. Assesses overall sales performance regularly in collaboration with his /her team;
g. Coordinates the branch sales team to work regularly to exploit the opportunities;
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; and
i. Reports weekly, monthly and quarterly customer acquisitions, sales and deposit
mobilization status and activities of the branch against the target to the Branch Manager.
Customer Service Officer

a. Provides advise 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;
c. Ensures that windows are appealing and attractive for customers to sell products and
services;
d. Involves in the sales campaigns and works closely with the entire business team for the
achievement of the branch targets;
e. Explains to customer’s in the sales process about eligibility criteria and required
documents for the products and services;
22

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; and
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 the selling of products and services;
b. Briefs customers about product/service types, features and requirements;
c. Recommends to customer products that suits their needs; and
d. Creates daily sales through customer acquisition and selling of products and services.
2.2 Customer ID Creation
Customer ID shall be created only if customer does not 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)

a. Attends customers’ requests at the counter or potential market places and explains about the
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 perform one of the following steps;
i. Using pre-printed standard application form
1. Provides pre-printed application form along with terms and conditions (Refer Form
No. CBEBBF002) and guide how to fill in fields along with signature;
23

2. Checks that mandatory and other fields are properly filled in and signed by the
customer;
3. Checks if the customer can replicate his/he signature or advise him/he to sign by
writing his//her name of use thump print; and
4. Inserts required information to the core banking system from the filled and singed
application form;
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;
3. Checks if the customer can replicate his/he signature or advise him/he to sign by
writing his//her name of use thump print; and
4. 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 or that use thumb print as a signature for saving account only. If the customer is
unable to present a witness from her/his side the Manager Branch Business will become a
witness for the customer.
e. Takes customer’s finger print using Bio-metrics device and takes customers picture by using
digital camera configured with system ,if available and attach to the account details;
24

f. Checks proper Mnemonic is generated for new customer Id creation if customer ID already
exists he/she only updates customer information;
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; and
h. Forwards the application form and customer’s identification card to Senior Banking
Business Officer for authorization of customer ID creation.
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 and any other restriction/sanction laid down by
authorized organ;
b. Ascertains that mandatory customer information including standard mnemonic is

incorporated into the system properly by looking at documents presented by the customer;
and
c. Checks and authorizes customer record.
2.3 Account Opening and Contract Maintenance
a. The customer can lodge account opening request for local currency account in either of
the following ways:
 At any CBE branches and service outlets;
 At Conventional Payment at 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.
25

b. For FCY Accounts the customer can lodge account opening request in either of the
following ways:
 At International Service Special Branch;

 At permitted branches of the CBE;
 Through Ethiopian Embassies abroad;
 Through FCY Mobilization Unit for remittance agents; and
 Through Financial Institutions Relationship unit of the bank for correspondent bank
account.
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;
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 various digital channels (like card banking, online
banking or CBE birr services…) as appropriate;
g. Inform the customer to fill the mobile phone number registered on his/her name on account
opening application form;
h. Subscribes SMS alert privilege is mandatory for those customers who fill mobile number on
account opening application form after checking the validity of the mobile number otherwise
SMS alert privilege is optional;
26

i. Fills out the necessary particulars on the passbook and attaches the photo if digital camera is
not available to take a photo;
j. Collects initial deposits , posts transaction ,gives deal slip and passbook to the customers ;
and forwards all vouchers and application form to Senior Banking Business Officer for
transaction checking and authorization ;
k. Scans the signature on the core banking system OR scan all documents on EDRMS
(customer on board system) and gives back the original application form to the customer as
appropriate and forwards documents to Senior Branch Controller / Branch Controller;
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 at cash.
a. Checks fulfillment of all requirements and accurateness of application form;

b. Checks the proper scanning of all original documents of the customer and application forms;
c. Authorizes accounts opened and amendment on customer record initiated by Banking
Business Officer on the system if any;
d. Checks and signs on pass book if any;
e. Ensures various digital channels (like card banking, online banking or CBE birr services…)
as appropriate are sold to customers; and
f. Forwards all vouchers and application forms to Senior Branch Controller/ Branch
Controller at half day and end of day’s operation for checking and documentation.
2.3.2 Demand /Current/ Accounts Opening
27

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 holder/ signatory 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 Branch Controller/ Branch Controller
OR scan all documents on EDRMS (customer on board system) and gives back the original
application form to the customer as appropriate;
l. Forwards all vouchers and application form to Senior Banking Business Officer for
checking and authorization; and
m. Balances her/his cash on a half day and end of the cash hour and hands it over to the Senior
a. Checks fulfillment of all requirements and accurateness of application form;
28

b. Ensures that the customer’s name is not on the mal-operation list and any other
restriction/sanction laid down by authorized organ;
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;
f. Issues the cheque to the customer after properly register cheque number with proper category
both on the system and cheque delivery register book;
g. Checks cheques are properly issued on the system and charges are collected from the
customer account;
h. Hands over the cheque to the customer or signatory or delegated person by signing on cheque
delivery register book;
i. Ensures various digital channels (like card banking, online banking or CBE birr services…)
as appropriate are sold to customers; and
j. Forwards all vouchers and application form to Senior Branch Controller/ Branch
Controller for checking and documentation;
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 complete it and prepares certificate. If there is no account, he/she forward it to
Banking Business Officer to open an account. If the customer has an account already,
he/she will forward it to Banking Operation Officer to maintain fixed time contract on the
system;
c. Collects completed fixed time deposit contract from Manager Branch Business, for
documents received through Embassies/MOFA;
29

d. Prepares LIBOR interest rate requisition letter, sends it to Treasury Department, collects
the offered interest rate and informs the customer;
e. Requests the customer to sign on the registered copy and deliver the certificate of time
deposit and the customer advice;
f. Sets the next agreed period on the system if the customer agrees a principal rollover and the
bank accepts her/his request upon maturity;
g. Collects old certificate, 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.

a. Creates a new fixed-time deposit contract in the system; and incorporates debit account,
principal liquidation, interest liquidation accounts that are used at time of maturity; and
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).
a. Collects customer’s account opening documents from Manager Branch Business for
account opening requests presented through different outlets and embassies;
b. Opens new account on the system after customer Id is created;
c. Ensures that the right product code or category is selected from the system;
d. Attaches a photo on the application form for individual accounts if digital camera is not
available to take the photo;
e. Writes the system generated account number on the application, deposit slip, and cheque
requisition form as appropriate;
30

f. Explains/ sells to the customer about card banking, mobile banking and online banking
services as appropriate;
g. Subscribes the customer for SMS alert privilege is mandatory by checking the validity of
the telephone number filled by the customer as appropriate/link customers email address in
to the banks system so as to send monthly bank statement;
h. Collects FCY cash as initial deposit(as per NBE directive) or acceptable FCY cheque to be
deposited, post the transaction and give deal slip;
i. Forwards the bank details and CBE correspondent banks to the customer for further deposit
in to the account;
j. Makes the customer fill/complete 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 Branch Controller/ Branch Controller
OR scan all documents on EDRMS and gives back the original application form to the
customer as appropriate;
l. Hands over all vouchers to Senior Banking Business Officer; and
m. Balances her/his cash at half day and end of the cash hour and hands it over to the Senior

a. Checks fulfillment of all required documents and their accuracy;
b. Ensures that the customer’s name is not on the mal-operation, AML detailed lists and any
other restriction/sanction laid down by an authorized organ;
c. Checks the proper scanning of all required documents of the customer and application forms;
d. Authorizes accounts opened on customer record initiated by Banking Business Officer on
the system if any;
e. Prepares cheques as per the request of the customer;
f. Issues the cheque to the customer after properly registering cheque number with proper
category both on the system and cheque delivery register book;
31

g. Ensures various digital channels (like card banking, online banking service) are appropriately
sold to the customer; and
h. Forwards account and bank details to Manager Branch Business for subsequent notification
to the customer.
Manager Branch Business
a. Collects individual account opening documents from Ethiopian Embassies and/or Ministry of
foreign affairs, Financial Institutions Relationship and FCY Resource Mobilization unit,
verifies its eligibility and forward it to Banking Business Officer to open the account;
b. Notifies the customer/document sending organ about the account and bank details (account
No, correspondent banks and SWIFT address) and how to make deposit in to the account;
c. Forwards fixed time deposit certificate to the customer through courier, or keep under his/he
custody until customers presence/identification of physical address; and
d. Corresponds with customer/document sending organ, for fulfillment of missing documents if
any.
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 relevant 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.
32

iii. Accounts opened for employees of corporate customers for salary or provident fund
account based on employer written request;
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 for new accounts are done within 15 days;
c. Ensures that document authentication requests other than same city branches for which the
branch is delegated to handle are done properly;
d. Authorizes any document authentication fee/cost of the branch or other branches (incase the
branch authenticates other branches document) such costs are not claim from requesting
branch;
e. Assigns Banking Operation Officer to print documents from the scanned customer record
or copy from the mandate file, prepare cover letter, and authenticate the documents from the
issuing organ within 15 days;
f. Changes accounts status from unauthenticated account to authenticated account status for
those whose documents are authenticated by the issuing organ.

a. Extracts all daily opened accounts list from the system and reconciles against scanned
documents on EDRMS/application form;
b. Checks that all the required documents are attached to the 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 for same city and if the issuing
organ is other than same city he/she will forward the authentication request to Manager
District Internal Control to forward to nearby branch (near to issuing organ);
d. Follows-up to ensure that all authentication requests for account opened are addressed within
15 days;
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e. Forwards the document to Manager Branch Operation for posting restriction on account
and reporting to nearby police station if the document is found to be counterfeit; and
f. Collects authenticated documents from issuing organs and forward to Banking Business
Officer for scanning;

a. Collects the authenticated documents and verifies against the previously scanned/ completed
documents;
b. Deletes/withdraws the previously scanned/completed documents and scans the authenticated
documents to the customer’s account; and
c. Forwards the documents to Senior Banking Business Officer for checking and
authorization.
a. Receives the scanned authenticated document, checks its scanning to the proper account; and
b. Marks on the authenticated documents as “checked and scanned”, sign and forwards to
Senior Branch Controller/Branch Controller.
2.7 Transaction Checking and Documentation in Account Opening
Senior Branch Controller/Branch Controller

a. Collects all vouchers and application form from Senior Banking Business Officer and
checks against the list of transaction on the audit logo to make sure that there are no
missed vouchers/applications;
b. Checks within the same date that all opened accounts and contracts maintained on the
system and all are performed as per the eligibility criteria and required documents;
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c. Checks all required documents are attached to the opening form OR scanned to the
EDRMS as the case may be;
d. Checks new opened accounts’ documents are authenticated within the stated period by
the assigned Banking Operation Officer;
e. Attaches the authenticated documents to the customer opening application form and
keeps under his/her custody where EDRMS system is not implemented
f. Discard authenticated and scanned documents in the branch where EDRMS implemented
within five days in the presence of Manager Branch Operation , Manager Branch
Business and Manager Branch Control by minuting the events;
g. Identifies and reports discrepancies ,if any ,found in the opening process to Manager
Branch Control on daily basis; and
h. Follows-up documents of new accounts that remain unauthenticated for over 15 days
after the date of opening and report to Manager Branch Control.
2.8 Selling of Digital Banking Channels

Any customers can request any type of new cards in any of CBE branches.
2.8.1 Selling of Cards
2.8.1.1 Debit Card Request
Banking Business Officer/Customer Service Officer
a. Explains about the features and benefits of cards to customers;

b. Assists the customer to fill/complete 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 should have a witness from the customer’s side for blind
customers;
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d. Checks whether the customer already has an account that suits 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 regardless of where the base branch is;
f. Verifies applicant’s signature on the application against the 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; and
i. Advise the customer to collect payment card when she/he receives SMS message or
telephone call.
a. Checks fulfillment of all requirements and accurateness of information filled on the

application form;
b. Verifies that undertaking letter is signed by the customer in the case of blind customer;
c. Checks and authorizes card request on the system; and
d. Forwards the card application form to the Senior Branch Controller / Branch Controller
where the EDRMS system is not implemented.
Customer Service Manager-Service

a. Reviews and updates the Card request lists on daily basis;
b. Monitors on time production and delivery of cards against SDT.
2.8.1.2 Debit Card and PIN Delivery at Branch
Branch Manager
a. Assigns Senior Banking Business Officer to handle PIN delivery to the customer.

a. Collects sealed cards and PINs envelope sent from Card Management Team at HO via
messenger/courier services and also accept card through system;
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b. Reports immediately to Manager Card Management 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.
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 in collaboration with Customer Service Officers.
2.8.1.3 Pre-paid Cards Recruitment and delivery
i. Personalized Prepaid Card Recruitment
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, he/she shall collect foreign currency in USD/GBP/Euro OR
transfers from the customer’s FCY account into the pool account;
e. Informs the customer to check the account balance and forwards all pertinent documents
to Customer Service Manager-Service to forward the request to Manager Card
Management;
a. Receives all pertinent document from Banking Business Officer;

b. Checks the approval of the FCY for uploading to international prepaid cards from
international banking service unit;
c. Confirms collection of funds/credit of pre-paid pool accounts and proper completion of
application forms;
d. Prepares applications summary and forwards to Manager Card Management for card
production;
e. Delivers cards to the buyer/customer and forwards all pertinent documents to Senior
Branch Controller/ Branch Controller for Documentation.
ii. Non-personalized Prepaid card
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
completing the form;
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c. Collects cash or debit customer’s account for sum equivalent amount of the value of the
card; and
d. Forwards pre-paid card sales form and deposit advice to Customer Service Manager-
Service.
Customer Service Manager –Service
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. Keeps pre-paid cards under his/her custody with list of prepaid cards received from Card
Management team;
e. Receives and 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;
a. Receives and checks pre-paid cards PINs in sealed envelope from the Customer
Service Manager –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;
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d. Forwards card sales forms/application form/ to Senior Branch Controller/

Branch Controller for documentation.
2.8.2 Online Banking
2.8.2.1 Selling of Mobile Banking Service
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 (Refer Terms & Conditions No. CBEBBTC001)
e. Identifies the customer and verifies the signature on the application form against the
signature on the system;
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 Branch
Controller/ Branch Controller.
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.

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 in
collaboration with Customer Service Officer.
2.8.2.2 Selling of Internet Banking Service
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Banking Business Officer /Customer Service 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 Internet banking 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
a. Verifies the customer signature in the application form;

b. Delivers the internet banking User ID and User Manual/Guide to the Corporate
customer/user;
c. 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;
d. 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;
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e. 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;
f. Delivers the pocket Token and user Guide to the customer/users against signature on the
register book.
2.8.3 Selling CBE Birr Service
2.8.3.1 Customer Registration for CBE birr
a. Explains the product features and benefits of CBE birr;

b. Receives and checks the customer ID and other relevant documents that contains all the
information;
c. Guides the customer to complete the 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; and
f. Uploads the bulk file to the system and process it correctly.

a. Checks the information entered in the system against the completed application; and
b. Authorizes the customer creation and ensures the system generates CBE birr account opening
SMS for customer.
2.8.3.2 Agent Recruitment for CBE Birr
a. Identifies potential Agents to CBE birr , explain about the service;
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b. Collects all the necessary documents as per the eligibility and forwards to Banking
Business Officer for transaction processing; and
c. Assists the agent to activate the account and makes proper follow up to increase
transactions.
a. Explains the product features and benefits of CBE Birr;

b. Requests agent to complete application form for agent banking and to sign the agreement;
(Refer Form No.CBEBBF007) and (Refer Agreement No.CBEBBA001);
c. Verifies the prospective agent using information from existing accounts or requests the
prospective agent to open a deposit account if it/she/he does not have an 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.

a. Checks and approves agent registration after verification of the documents and writes agent
ID /shorts code/on the application form; and
b. Requests the agent to establish initial float for agent banking transactions;
Customer Services Manager– Sales

a. Facilitates and delivers CBE Birr service training for the agent at agent premises or at the
branch; and
b. Issues a certificate to the agent to run the CBE Birr service after delivery of training and
forwards documents to Senior Branch Controller/ Branch Controller.
2.8.3.3 Merchant Recruitment for CBE Birr
a. Identifies potential Merchants to CBE birr and explain about the service;
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b. Collects all the necessary documents as per the eligibility criterion and forwards to
Banking Business Officer for transaction processing; and
c. Assists the merchant to activate the account and makes proper follow up to increase
transactions.

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

a. Checks and approves registration of merchant after verifying of the completeness of
required document; and
b. Checks details of application and fulfillment of all pertaining document and delivers the
document to Senior Branch Controller/ Branch Controller for checking and custody.
Manager Customer Services – Sales

a. Facilitates and delivers CBE Birr service training for the merchant at merchants premises
or at the branch; and
b. Issues merchant till (Short Code) to run the CBE Birr service after delivery of training and
forwards document to Senior Branch Controller/ Branch Controller.
2.8.4 Merchants Recruitment for POS
2.8.4.1 Merchant Recruitment

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

b. Recruits potential merchants; ensures that merchants have maintained an account with CBE
the , or requests 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 a stamp on the copy documents;
d. Checks the name of merchant on the trade license matches the name stated on the account;
e. Guides the merchant’s authorized personnel to complete both application forms and
contractual agreement; (Refer Form No.CBEBBF009) and (Refer Agreement
No.CBEBBA003); and
f. Attaches the copy documents with the application form and forwards to the Banking
Business Officer.
a. Receives the POS application and relevant documents from the Customer Service Officer;
b. Opens an account using the name of the merchant as per the account opening procedure if the
merchant doesn’t have an account for his business using his/her trade license;
c. Scans the application form and agreement on the EDRMS and gives the original application
and agreements to the customer OR attaches relevant documents and agreement to the POS
application form and forwards to Manager Branch Business.

a. Forwards list of candidate potential merchants to the Branch Manager for endorsement;
b. Receives the approved merchant list from the Branch Manager;
c. Checks the merchant application form and verifies the signature on the merchant’s
application form and contract;
d. Checks merchant’s eligibility to maintain foreign currency accounts;
e. Signs on the merchant application and agreement form;
f. Facilitates training on how to operate POS at merchant’s premises; and
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g. Delivers POS to merchant after signing the delivery form (Refer Form No. CBEBBF010)
and forward documents to Senior Branch Controller/Branch Controller.
Branch Manager
a. Receives and reviews the list of candidate potential merchants from the Manager Branch
Business and forwards the list to district Resource Mobilization Manager for approval; and
b. Requests the Administration and Logistics Manager for the POS machine and terminal ID
after approved by District Resource Mobilization Manager;
2.8.4.2 Deployment of POS Machine

a. Requests the District Operation and Logistic Manager for subscription of ADSL data line/
wireless data connection.
b. Authorizes terminal IDs to be associated with the merchant account on core banking system;
and
c. Follows-up placement of POS machine by Customer Service Officer at the merchant site.

a. Collects the POS machine from the District Operation and Logistics Manager for
placement on the merchant site;
b. Forwards copy of issue voucher to Manager Branch Operation for asset recording and
reconciliation;
c. Places the POS machine at the merchant site and test its functionality;
d. Provides merchants with user’s guide, signage/sticker;
e. Gives on the job trainings to merchants’ employees on how to manage and operate POS
terminals; and
f. Visits and reports on merchant’s POS performance, level of merchants satisfaction with the
POS service and any other suggestions on the improvement of the service.

46

a. Confirms taking over of the POS on the oracle system and updates the fixed asset list of the
branch.

a. Associates the POS terminal ID with the merchant’s account on the core banking system;
2.9 Transaction Checking and Custody of Documents on Digital Banking Channels
Senior Branch Controller/ Branch Controller
a. Checks all digital banking channel’s registration application (Card and POS, on-line
banking, CBE Birr…) to ensure accuracy of details and fulfillment of required
documents on scanned documents on EDRMS system OR physical document
within the same date;
b. Ensures delivery of the original application form to the customer after scanning
where EDRMS is implemented;
c. Keeps custody of digital banking channels application forms and other relevant
documents under his/her custody where the EDRMS system is not implemented;
d. Checks the balance of PINs and Cards and reports any discrepancy on her/his
regular stock management report to the Manager Branch Control; and
e. Identifies and reports discrepancies, if any, found in the selling of digital banking channels to
the Manager Branch control on a daily basis.
2.10 Selling of Services
2.10.1 Muday Service
Banking Business Officer /Customer Service Officer
a. Explains the features and benefits of Muday service to target customers;

b. Opens a Muday saving account by providing the account opening application form to the
customer (Refer Form No. CBEBBF002) or by associating with existing saving accounts if
the customer has an account; and
47

c. Provides Muday service agreement for customers and help them to understand and sign on
the contract/agreement (Refer Agreement No. CBEBBA004).
a. Receives the application and the agreement from the Banking Business Officer;
b. Checks and approves the account creation on the system and verifies the agreement;
c. 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 duplicate key with
her/him;
d. Hands over one key to Senior Banking Operation Officer assigned at cash who is
responsible to open box when customers make deposit and;
e. 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 that boxes are properly
registered; and
b. Hands over one key to Senior Banking Operation Officer assigned at cash and gives the
reserve to Senior Banking Business Officer after labeling and registering on the stock
register book.
2.10.2 Safe Deposit Box Service

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. Helps the customer to complete 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.
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a. Deals with the customer and assists with the preferred size of the safe deposit box and
advises 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 to the customer making sign 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;
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
49

made for the reason stated on the safe deposit box agreement;
k. Facilitates and issues visiting format to be completed by the customer and verifies the
customer against his signature and details;
l. Checks whether the customer has 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 to let him/her 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 deposit box rent and informs Manager Branch Operation to take
action as per the contract agreement.

a. Receives safe deposit box agreement; and
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

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;
c. Provides the service by assigning Banking Business Officer along with required logistics
and security upon request; and
d. Forwards the proposal to the Branch Manager for review and approval.
Branch Manager
a. Reviews the proposal and forwards to the District Director for approval and assignment of
required resource;
b. Signs the contractual agreement (Refer Agreement No. CBEBBA006) for collection
50

services given at clients selected location; and

c. Requests the Manager Logistics and Operation for required facilities like vehicle and
security guard.
2.10.4 Salary Payment

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 discussing
with the customer; and
c. Forwards the agreement to the Branch Manager for approval and contract signing;
Branch Manager
a. Signs agreements with entities or organizations to pay salary on monthly basis; and
b. Forwards the agreement to the Manager Branch Operation for bulk salary
uploading/posting to each employees account.

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 Banking Operation Officer for upload/posting to
respective accounts; and
c. Authorizes the transaction.
a. Verifies the signature, upload/posts the payment transactions;
b. Forwards the payment instruction letter along with the list to Senior Branch Controller/
Branch Controller for checking.
2.10.5 Passport Registration

a. Informs customers about the service and passport registration fees and service charge;
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b. Makes the customer open an account in the CBE as per the bank’s procedure, if the customer
does not have an account in any CBE branches; if the customer is not willing to open an
account the Banking Business Officer creates the customer as prospect and proceeds with
the passport registration;
c. Insert /capture all relevant information of the customers such as type of passport, priority and
address on EDRMS Passport registration menu;
d. Captures photo and signature of the customer using digital camera and signature pad, if
available;
e. Scans all document such as ID, Payment receipts and other relevant documents to the
system and make them ready to send to immigration office via system;
f. Debit newly opened/ existing customer’s account or collects cash from the customer and
credit immigrations office account;
g. Print customers advice /service request payment receipts, with attached “Barcode” that is
collected from the immigration office; and
h. Communicate the customer shall collect the passport from the immigration office.
a. Checks that all the information inserted on the system is complete and correct;
b. Checks the 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 and;
e. Sends passport request customer’s registration information to immigration office and the
bank as required.
2.11 Customer Relationship and Profile Management (only applies to International

Service Special Branch)
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2.11.1 Developing CRM Strategy and Implementation
Customer Relationship Officer
a. Establishes a CRM strategy for FCY customers that define a way to attract new customer and
to maintain relationships with existing customers;
b. Develops the strategy and forward to Manager Branch Business for review and approval;
and
c. Participates in the implementation of CRM strategy that includes planning, implementation
of all business communication techniques, and control activities which are necessary for
achievement of defined objectives of building and improving relationships with customers.
a. Initiates development/revision of CRM strategy for FCY customers;

b. Reviews retention strategy for the existing customers and forwards to the Branch Manager
for approval; and
c. Assess the implementation of CRM strategy and measure the performance result quarterly,
forwards the progress report to the Branch Manager.
2.11.2 Customer Profile Management and Differentiation

a. Captures profile for key FCY customer to have the customer information and history using
system or manually;
b. Records the FCY generated on those corporate customers and update their individual data
profile to use as an input to build customer loyalty and retention;
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c. Differentiates customer based on the volume and value of transaction for better relationship
and forward the list with detail customer information to Manager Branch Business for
review;
d. Maintain separate record for corporate customers such as, Embassies, NGOs, International
Organizations, FDIs, frequent recipients of FCY transfers, etc…;
e. Makes customers and accounts analysis and identifies the causes of under-performance to
meet the intended targets on individual and collective basis; and
f. Make an assessment on the day today activities on service delivery of the special branch;
a. Reviews the customer profile and regularly checks the data is updated on time;
b. Reviews list of differentiated customer based on the requirement developed on the CRM
strategy; and
c. Forwards summary of the key FCY customer profile to the Branch Manager for follow up
and strategy formulation.
2.11.3 Customization of Product and Services
a. Identifies specific customer needs and requirement using interview, questionnaire and e-
mail to customize product and services;
b. Proposes range of products and services to selected customers by looking at competitors
activities to retain existing and attract potential customers and forwards the proposal to
Manager Branch Business for review; and
c. Arranges in consultation with the business team of the branch to have a dedicated
window/area to give service for differentiated customers.
a. Reviews the proposal for range of products to be offered to high value FCY customers and
improving product and service features based on the requirements of the customers; and
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b. Forwards the proposal to the Branch Manager for approval or initiate product/service
feature improvement.
2.11.4 Customer Interaction and Relationship Management
a. Serves as a contact person for customers for banking service and information requests;
b. Makes regular contact and discussion with customers that live abroad through e-mail and
telephone to maximize their FCY savings and create awareness about CBE products and
services;
c. Strengthen the relationship with MoFA, Ethiopian Embassies, Ministry of Labor and Social
Affairs, Ethiopian Investment agencies, etc… as they are crucial for FCY resource
mobilization;
d. Attends customers’ complaint and identifies the root causes and propose solutions;
e. Collects all customer’s requirements on the service delivery of the branch and find a solution
in collaboration with Manager Branch Business;
f. Checks that all customer service requirements are met, sales of products and services are
facilitated; and customers are satisfied;
g. Plan and engage in regular visit to corporate customers of the branch to identify their needs
and maintain their specific contact address; and
h. Identifies corporate FCY customers and proposes plan for a joint meeting with the branch
management to further strengthen the relationship;
Manger Branch Business
a. Ensures customers relationship management activity is properly carried out by the

relationship and business team;
b. Address customer complainants/enquires immediately in consultation with the Branch
Manager; and
c. Arranges a meeting with corporate customers as proposed by the Customer Relationship
Officer and communicate the schedule to the Branch Manager and the corporate customer;
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2.12 Transaction Checking and Custody of Documents in the Selling of Services

The Senior Branch Controller/ Branch Controller shall perform the following in connection
with the checking of documents in selling banking services:
a. Receives service request application and the respective agreements from the performers;
b. Checks the contents of the contract are properly completed and are signed by the customer
and performers;
c. Identifies and reports discrepancies, if any, found in selling services to the Manager Branch
Control on a daily basis; and
d. Files 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 to Deposit in LCY Account

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
the amount set by Ethiopian Financial Intelligence Center;
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
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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 Branch Controller/ Branch Controller for
checking and documentations as soon as transaction is completed;
j. Balances the cash against the pertinent data on the system and hands over to Senior Banking
Operation Officer assigned at cash beyond his/her holding limit during day’s operation;
and
k. Hands over the whole cash except small denomination ones (i.e. birr 10, 5 and coins with
maximum amount 1,700 birr) at end of day closing and any amount above 50,000 birr at half-day
to the Senior Banking Operation Officer assigned at cash.
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 Branch Controller/ Branch Controller for
checking and documentation.
3.1.1.2 Collections of FCY Cash to Deposit in FCY Account

a. Receives acceptable cash Foreign Currency and passbook (if any) from the depositor;
b. Counts the FCY cash notes and collect ERCA’s declaration receipt, if the deposit is above an
amount set by NBE directives;
c. Ensures amount in words and figures written on deposit voucher and the received cash are
correct;
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d. Ensures that the name and the account number on deposit vouchers are similar with the
system;
e. Inserts details and precise information of the depositor on the system, if the amount is greater
than the amount set by Ethiopian Financial Intelligence Center;
f. Credits to customer’s account by inserting the depositor’s full name in narrative box;
g. Forwards the deposit voucher for authorization immediately 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. Keeps deposit voucher for further balancing and documentation and hands over deposit
voucher to Senior Banking Business Officer for checking and authorization, as soon as
transaction is completed;
j. Balances the cash against the pertinent data on the system and hands over to Senior Banking
Operation Officer assigned at cash beyond his/her holding limit during half and end of
day’s operation; and
k. Hands over the whole FCY cash at half-day and end of day closing to the Senior Banking
Operation Officer assigned at cash.

a. Performs the same duties and responsibilities under 3.1.1.1 from a-d except the following;
b. Receives NBE’s permit letter to deposit LCY in to FCY account exceptionally for
Embassies and International organization to deposit cash collected from visa and other
services.
3.1.1.3. Selling of FCY
Manager Branch Business/ Customer Service Manager - Sales

a. Receives the travel documents (Passport, Visa & Air ticket) and the filled application form
(Refer Form No. CBEBBF0 36) from the customer;
b. Examines the documents and approves the required amount and currency in line with the
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pertinent NBE directive ;

c. Forward the application and travel documents to Banking Business Officer for further
processing.
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
assigned at cash 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.
a. Receives the travel documents and the application form from Banking Business Officer and
checks that the request is approved by Manager Branch Business Customer Service
Manager – Sales;
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 Branch
Controller/ Branch Controller for checking and documentation.
3.1.1.4. Purchase of FCY cash notes
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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 assigned at
cash after balancing the day’s cash transaction.
a. Checks and authorizes the transaction; and

b. Hands over the ticket to Senior Branch Controller/ Branch Controller for checking and
documentation.
3.1.1.5. Local Money Transfer/Fund Transfer

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.
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;
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b. Verifies the filled application information through interview the customer;

c. Verifies the signature for transfer to be made from the account;
d. 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;
e. 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
f. Balances the cash at the end of the half day/end of business day and deliver the cash to the
Senior Banking Operation Officer assigned at cash.

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
c. Delivers the application form/letter of instruction to the Senior Branch Controller/
Branch Controller for checking and documentation.
3.1.1.6 Issuance of Banker’s Cheque

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.
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
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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 assigned at cash;

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;
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 Branch Controller/ Branch Controller for
3.1.1.7 Foreign Money Transfer

a. Receives foreign remittance instruction letter and other relevant documents (if any) and
application form;
b. Gives foreign transfers application form (Refer Form No. CBEBBF014) for individual
account holders and help the customer to fill it;
c. Checks the purpose of the transfer, i.e. education, correspondence fee, seminar, training,
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symposium, workshop, conference, membership fee, medical fee and others, approves the
request and forward to the Banking business Officer; and
d. Signs on the foreign draft and forward to Customer Service Manager-Service for co-
singing.
e. Forwards the foreign transfer application/ instruction letter and other relevant documents (if
any) to Banking Business Officer to process the request.

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

a. Receives the letter of application for foreign exchange from Banking Business Officer and
compares the contents of document against the checklist;
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 Branch Controller/
Branch Controller for checking and documentation;
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4.1.2 Collection of Cheques and Banker’s Cheque
4.1.2.1 CBE Cheques/Banker’s Cheque
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. Request NBE letter of approval for embassies and International Organization to deposit
Cheques issued on LCY accounts to FCY accounts;
d. Affixes his/her crossing stamp on the face of the cheque / bankers’ cheque;
e. Posts the transaction and forwards for authorization to Senior Banking Business Officer if
the transaction amount is above her/his limit; and
f. Prints the deal slip, puts his/her stamp, signs on it and delivers to the customer.

a. Checks the genuineness of the document; and
b. Authorizes the transaction and hands over the instrument to Senior Branch Controller/
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 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

[
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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. Request NBE letter of approval for embassies and International Organizations to deposit
d. Ensures that the particulars filled in the deposit slip are identical with those on the cheque /
bankers’ cheque received for deposit;
e. 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;
f. Hands over the receipt/advice to the depositor after putting thereon her/his initials;
g. Sorts the cheques / bankers’ cheques by bank and cross-checks it against the total run-up of
the deposit slips;
h. Scans cheque/bankers’ cheques and captures its images in the scanner interface system or
Cheque Truncation system;
i. 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;
j. Forwards the scanned payment instruments to Manager Branch Operation for checking
and authorization; and
k. Dispatches the cheques to Conventional Payment 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).

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 Banking
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Operation 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 Banking Operation Officer for
dispatch.
Banking Operation Officer assigned at Reconciliation

a. Receives the cheque and deposit slip from Banking Operation Officer and check it against
the transaction;
b. Keeps the cheque deposit slip and the list until credited to customer account or the returned
cheques are received;
c. 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.
d. Balances the outstanding customer cheque deposit slips with the internal account opened for
the purpose on daily basis;
e. Receives a returned Cheque/Bankers’ cheque from Conventional Payment at Head Office
and registers on the returned dispatch book;
f. 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
g. Affixes cleared stamp and submits the cleared cheque deposit slip accepted by other banks to
Senior Branch Controller/ Branch Controller for checking and documentation.
ii. Branches that don’t have a scanner compatible with EATS system.

a. Collects the cheque/Bankers’ cheque from the depositor together with the filled-in deposit
slip ;( Refer Form No. CBEBBF015)
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b. Checks the completeness of the cheque /Bankers’ cheque;

d. Ensures that the particulars filled in the deposit slip are identical with those on the cheque/
Bankers’ cheque received for deposit,
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 initial;
g. Prepares the summary sheet in two copies for each bank, signs on them and forwards them to
the Banking Operation Officer assigned at reconciliation/Manager Branch Operation
for co-signing; and
h. Sends one copy of summary sheet to Conventional Payment together with
cheques/Bankers’ cheques.
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.
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
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forwards to Senior Branch Controller/ Branch Controller for checking and

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 in any CBE branch where
the NBE cheque clearing system is implemented and the accepting branch shall process through
the cheque clearance system and the amount of cheque entertain through special clearance is
determine by NBE directives.

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;
d. 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;
e. Collects service charge as per the terms and tariffs of the bank;
f. 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;
g. Hands over the receipt/advice to the depositor after putting thereon her/his initials;
h. Prepares MT-103 attachment designed for Special cheque clearance and sign on it; (Refer
Form No. CBEBBF037)
i. Forwards to the Senior Banking Business Officer for co-signing;
j. Sends for clearance by messenger to the respective bank branch;
k. Keeps the signed copy of the originating bank for follow up of acknowledgment of the
receipt; and
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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 Branch Banking Officer to amend the message for any error.
3.1.3 Foreign Bank Cheques
3.1.3.1 Outward Bills Purchased (OBP)

a. Receives the cheques issued by foreign banks or money-transfer companies that have
accounts with CBE and other foreign bank cheques which are acceptable for payment;
b. Checks the name of the beneficiary/payee, the period of the cheques validity (five months
from the date on which it was issued), the issuing bank and the bank where the cheque is to
be drawn and sends it (the cheque) to Senior Banking Business Officer;
c. Checks whether any stop payment order was made or not; by using online access or consult
International Banking Service Operation when there is no access;
d. Receives the cheque deposit slip and the cheque; (Refer Form No. CBEBBF015)
e. Checks proper endorsement, affixes a crossing and ‘accepted for collection’ stamp to prevent
double payment and signs on it;
f. Registers the dates on which the cheque was drawn, received and settled, the name of the
beneficiary/payee, the cheque number, the name of the bank on which it is to be drawn, the
type and amount of the currency (foreign and local);
g. Credits the amount of money on the cheque to customer’s account/pays cash if it is within
her/his payment-authorization limit, otherwise forwards to the Senior Banking Business
Officer for authorization and gives the copy of the deposit slip to the customer; and
h. Forwards the cheque together with a covering letter and the exchange control copy to the
Banking Operation Officer for further checking and dispatching thereof to International
Banking Service Operation.
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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.

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;
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 corres Aapondent banks.
3.1.3.2 Outward Bills for Collection (OBC)

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 and deliver advise to the customer;
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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.

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 MT103 from Other/foreign Bank

a. Checks the name and account number on MT103 message agrees with the system and
authorizes the MT103 in her/his authorization limit;
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. Check and authorizes the transaction;
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 Branch Controller/ Branch Controller for
3.1.5 Collection at the Premises of a customer
3.1.5.1 Cashier Implant
i. Collections in the form of Cash
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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 his/her
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.

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
e. Hands over the deposit voucher to the Senior Branch Controller/ Branch Controller for
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;
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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 assigned at cash after returns back to the branch.
Senior Banking Operation Officer assigned at cash (at Branch)
a. Counts and receives cash from Senior Banking Operation Officer assigned at client site
after balancing; and
ii. Collections in the form of cheques/Account to Account transfer

a. Collects cheques /banker’s cheque along with the deposit slip drawn by CBE branches from
the customer and immediately deposit to the customer’s account;
b. Collects other bank cheques /banker’s cheque along with the deposit slip from the customer
and hands over the copy of cheque deposit slip by putting “accept for deposit pending for
clearance” stamp;
c. Collects letter of payment instruction from the customer to debit his/her account and credit to
beneficiary’s account immediately;
d. Checks the particulars filled in the deposit slip are identical with those cheques received for
deposit;
e. Checks for proper presentation, authenticity, completeness and endorsement of the cheque;
f. Ensures the letter of instruction received from corporate customer is from the person who has
been delegated;
g. 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;
h. 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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i. Hands over the deal slip/advice to passenger/client’s customer after putting thereon stamp
and her/his initials; and
j. Forwards CBE and other bank cheque/ letter of instruction to roving Senior Banking
Operation Officer assigned at client site after balancing them.
Senior Banking Operation Officer assigned at client site

a. Receives the CBE and other bank 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. Hands over other bank cheque/Banker’s cheque to Banking Operation Officer for
clearance; and
c. Hand over the tickets to Senior Branch Controller/ Branch Controller for
documentation after returns back from customers’ site.
3.1.5.2 Collection through Cash Pickup Service

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 assigned at cash; and
f. Hands over the deposit voucher to the Senior Branch Controller/ Branch Controller for

a. Check and authorizes transaction within her/his authorization limit.
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Senior Banking Operation Officer assigned at cash

a. Ascertains the correctness of cash balance against the system and collects cash from the
Banking Business Officer.
3.1.6 Collection through Pay at Bank (ET Airlines)

a. Requests the customer to present Passenger Name Record (PNR) which is provided by
ET Contact Center or receive from mobile SMS;
b. Inserts the PNR on the PNR enquiry menu and checks the amount, name of passenger
and other details;
c. Collects and verifies the cash amount against the system;
d. Posts the transaction either in cash or debiting customer account as per the transaction
authorization limit and inserts mandatory information on the system;
e. Prints and hand over the deals slip to the customer by putting his/her stamp and initial.

a. Checks and authorize the transaction.
3.2. Collection through Digital Banking Channels
3.2.1 Collection through Cards on POS and ATM Machines

a. Monitors the branch’s POS and ATM machines regular functionality placed at merchant sites
in relation to collection and resource mobilization;
b. Assists the merchant’s cashiers in operating the machine while the customers are using their
cards on POS;
c. Provides regularly broachers, user guideline, stickers and location identifiers by requesting
Manager Branch Operation; and
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d. Compiles visit reports and escalates problems on POS and ATM machines to Manager
Branch Business for immediate solution.
Banking Operation Officer as Reconciliation

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 Banking Operation
Officer to transfer the FCY transaction to their retention account; and
c. Monitors the retention B accounts and forwards to Banking Operation Officer to transfer
into local currency account at the end of 28 days.

a. Receives the foreign currency transactions made by POS terminals from Banking Operation
Officer assigned at Reconciliation and transfers to retention accounts A and B respectively;
b. Transfers the FCY amount maintained in retention B account to the merchant’s Birr account
after every 28 days by applying the prevailing rate; and
c. Forwards the transaction to the Senior Banking Business Officer for authorization.

a. Receives the transactions from Banking Operation Officer and checks the completeness of
the transactions on the system; and
b. Authorizes the transactions and forwards the document to the Senior Branch Controller/
Branch Controller for checking and documentation
3.2.2 Collection through Online Banking Channels

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);
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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 Collection through 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.

a. Receives cash with CBE Birr deposit slip form (Refer Form No. CBEBBF017) from
customer/agent/merchant;
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;
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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.
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 Branch Controller/ Branch Controller for
documentation.
3.3 Collection for Tax/Utility Payments
The integrated electronic payment system allows tax payers to pay their declared tax through
conventional and alternative channels.

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;
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.
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a. Checks the instruction documents and the system are properly filled;
b. Check and authorizes the transaction immediately;
c. Views the tax paid transactions and checks the NBE status and contacts Conventional
Payment at Head Office; and
d. Forwards the documents to Senior Branch Controller/ Branch Controller for checking
and documentation.
3.4 Transaction Checking and Custody of Documents in Collection

The Senior Branch Controller/ Branch Controller shall perform the following activities in
relation to collection process:
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a. Receive all the source documents from the performers for all transactions completed in a
specific business day as soon as the transaction completed;
b. Check the correctness and the completeness of the all collection documents and posting
transactions in the system on same date;
c. Ensure that all the received number of tickets are agree with the number of transactions
processed on the system;
d. Confirms that all received tickets are agree with the system in number and amount by signing
on daily cash sheet of each performer;
e. Check self reversed and deleted transaction made by performers by extracting the log report
from NG screener;
f. Identify and reports discrepancies ,if any ,found in the collection process to Manager
Branch Control daily; and
g. Keep custody of documents related to collection process where EDRMS system is not
implemented.
CHAPTER FOUR
PAYMENT SERVICES
4.1. Payment through Conventional Channels
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4.1.1. Cash Payment
4.1.1.1 Cash Payment from Saving Accounts

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, signs at the back, 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. Requests two witnesses one from the bank and the other from customer side for blind
customers or who uses thumb print as a signature. If the customer is unable to present a
witness from her/his side the Banking Business Officer/Senior Banking Business Officer,
other than the transaction processing officer, will become a witness for the customer side.
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. Inserts detail and precise information as per the requirement of Ethiopian Financial
Intelligence Center;
i. 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;
j. Forwards the documents for authorization and pre checking to Senior Banking Business
Officer and Senior Branch Controller/ Branch Controller respectively as per the
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authorization and checking limit;

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 and on withdrawal
voucher and effects the payment 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 Branch Controller/ Branch Controller immediately for
checking and 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 assigned at cash.

a. Ensures 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 as per transaction
checking limit;
c. Approves the customers’ request to withdraw without passbook after properly check the
customer signature, photo and ID against physically presented customer;
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
to illness but conscious mind; the Banking Business Officers and the Manager Branch
Control shall witness the payment; and
f. Forwards all payment source documents to the Senior Branch Controller/ Branch
Controller.
4.1.1.2 Cash Payment from Cash Indemnity Accounts
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This account shall be debited either to recover cash shortage while performing daily transaction
as evidenced by Senior Banking Operation Officer assigned at cash/Manager Branch
Control report, or one year after the staff is transferred into another post or terminated
employment contract.
a. Receives letter of request from the staff and checks that the payment approved by Manager
Branch Business;
b. Posts the transaction and affixes stamp on the face of the letter of request and put his/her
initials;
c. Pays specified amount of money on letter of request to the concerned staff by recording
denominations into the system and on the letter of request after the transaction is authorized;
and
d. Passes the letter of request to the Senior Branch Controller/ Branch Controller
immediately for checking and documentation after the transaction has been completed.

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 Branch Controller/ Branch Controller when cash shortage
is occurred and follows the steps to investigate the shortage;
c. Requests the staff to present letter of request by state the situation and reasons for the
shortage amount;
d. Approves the letter of request to deduct the cash indemnity account by writing “Ok for
withdrawal” on the face of the letter of request; and authorize the transaction on the system;
e. Updates cash indemnity account balance every month on the ERP system; and
f. Forward the letter of request to the Senior Branch Controller/ Branch Controller
immediately for checking and documentation after the transaction has been completed.
4.1.1.3 Cash Payment from LCY Current Accounts
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Branch Manager/ Manager Branch Business

a. Receives and checks the genuineness and the completeness of the FCY/LCY cheque and
checks the signature;
b. Examines the previous transactions trend especially for those account opened less than one
year;
c. Confirms from the owner or signatories who sign on the cheque that present for payment
greater than 100,000 birr or equivalent currency amount;
d. Approve the cheque payment by writing the word ‘Ok for Payment’ and sign on face of
cheque and forward to Banking Business Officer for payment;

a. Accepts the cheque and ID card from the payee/beneficiary;
b. Checks the genuineness and the completeness of the cheque and verifies the signature;
c. Checks Branch Manager/ Manager Branch Business approve the payment by writing the
word “Ok for payment” on the face of the cheque before effect payment;
d. Makes the transaction in the presence of two witnesses, if the payee is a blind or who sign by
thumb print, 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;
e. 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;
f. Verifies the signature on the cheque, posts on appropriate customer’s account; using “with-
cheque” menu on the system, affixes the stamp and puts her/his initials;
g. Inserts detail and precise information of the payee as per the requirement of Ethiopian
Financial Intelligence Center;
h. Forwards the documents for authorization and pre checking to Senior Banking Business
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i. Pays the specified amount of money on the cheque to the payee after transaction is
authorized; and
j. Balances the cash on hand against the system and hands over the cheque to the Senior
Branch Controller/ Branch Controller for checking and documentation.

a. Checks the correctness and the completeness of the document and ensures the payment is
approved by Branch Manager/ Manager Branch Business and pre checked by Senior
Branch Controller/ Branch Controller before payment is effected; and
b. Authorizes the transaction and hands over the cheque to Senior Branch Controller/
4.1.1.4 Payment of Cash from FCY Accounts

a. Perform the same activities listed under 4.1.1.3.
a. Accepts the cheque/Instruction Letter/Withdrawal Form and Passport /ID card from the
payee/beneficiary;
b. Checks the genuineness and the completeness of the cheque/Withdrawal Form/Instruction
Letter and verifies the signature;
c. Checks Branch Manager/ Manager Branch Business approve the payment by writing the
word “Ok for payment” on the face of the cheque regardless of the amount before effect
payment;
d. Identifies the payee by writing his/her name, Passport/ID number, address, telephone
number, issued on date and issuing organ of the Passport/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/Instruction Letter/Withdrawal Form, posts on
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appropriate customer’s account; using appropriate menu on the system, Affixes the stamp
and puts her or his initials;
f. Inserts detail and precise information of the payee as per the requirement of Ethiopian
Financial Intelligence Center;
g. Forwards the documents for authorization and pre checking to Senior Banking Business
h. Pays the specified amount of money in FCY or birr to the payee by the denominations
depending on the customer’s preference after transaction authorized; However approval is
required as per relevant NBE directive to pay cash in FCY; and
i. Balances the cash on hand against the system and hands over the cheque/Withdrawal
form/payment Instruction letter to the Senior Branch Controller/ Branch Controller for

a. Checks the correctness and the completeness of the document and ensures the payment is
approved by Branch Manager/ Manager Branch Business and pre checked by Senior
Branch Controller/ Branch Controller before payment is effected; and
b. Authorizes the transaction and hands over the cheque/application letter/withdrawal form to
Senior Branch Controller/ Branch Controller for checking and documentation.
4.1.1.5 Cash Payment from Retention Accounts

a. Receives a foreign exchange utilization letter of request, authenticates the signatures
thereon, ensures sufficient balance is available; Ensures that the request for foreign
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
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c. Forwards the request to the Banking Business Officer for transaction processing.

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 in line with of the NBE relevant directives; and
c. Forwards the document to Senior Banking Business Officer for authorization.

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 in line with of the NBE relevant directives; and
d. Authorizes adjustment entry if the customer fails to utilize the fund within the prescribed
date.
4.1.1.6 Cash Payment from Inactive Accounts
Saving/current 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.
Inactive current accounts having less than the required minimum balance are subjected to service
charges as per the bank’s term and tariffs semi-annually. Accordingly the payment of such
accounts shall be effected as per the payment limit stated under section 5.1 of this procedure by
taking the following steps.

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a. Receives the passbook along with the withdrawal voucher/the cheque from the customer,
checks if the account is inactive and refer the customer to Manager/Manager Branch
Business or Senior Banking Business Officer as the case may be;
b. Checks the cheque validity and the cheque payment is approved by Branch
Manager/Manager Branch Business stating the word “Ok for being inactive” and “ Ok
for Payment” on the cheque;
c. Checks the withdrawal form is properly filled and the payment from saving account is
approved by Senior Banking Business Officer stating the word “Ok for being inactive”
on the withdrawal voucher;
d. Checks the payment is pre checked by Senior Branch Controller/ Branch Controller as
per transaction checking and authorization limit;
e. Requests the customer to present a renewed ID, retain the photo copy, and identifies the
customer at the back of the withdrawal voucher/cheque;
f. Posts the transaction, puts his/her stamp at the face of the withdrawal voucher/cheque and
pays the amount to the customer.
Branch Manager/Manager Branch Business

a. Receives the cheque with ID cards, interviews the customer and approves the payment by
writing the word “Ok for being inactive” and “Ok for Payment” on the face of the cheque
and forwards the document to Banking Business Officer;
b. Checks and authorizes the transaction as per the transaction authorization limit after
collecting the documents from the Banking Business Officer; and
c. Hands over the documents to the Senior Branch Controller/ Branch Controller for

a. Receives the withdrawal voucher along the passbook, interviews the customer and
approves the payment by writing the word “Ok for being inactive” on the face of the
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withdrawal voucher and forwards the document to Banking Business Officer;

b. Checks and authorizes the transaction as per the transaction authorization limit after
collecting the documents from the Banking Business Officer; and
c. Hands over the documents to the Senior Branch Controller/ Branch Controller for
documentation.
4.1.1.7 Cash Payment from “Pending for Authentication Accounts”
Payment requests from pending for authentication saving accounts shall be entertained in all
online branches as per the limit set on transaction limit. However payment request on pending
for authentication saving accounts above the limit set under section 5.1 and any payment
request on pending for authentication current accounts shall be entertained only in the base
branch based on the following steps:

a. Receives the payment request and checks the account is a new account and the account has
pending for authentication status;
b. Identifies that the presented customer and the documents against the records;
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. Checks whether the customer has made previous withdrawal on same account on other
branches on same business date and investigate the intention of the customer so as to
strengthen the KYC level;
e. 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 pending for document authentication account’ on the face of the
withdrawal voucher/written payment request;
f. Authorizes the transaction and forwards the payment document to the Senior Branch
Controller/ Branch Controller for checking and documentation.
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a. Checks the withdrawal voucher/payment request form is properly filled out and approved
by Manager Branch Business stating the word ‘ok for being pending for document
authentication 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 and Senior Branch
Controller/ Branch Controller for authorization and pre checking respectively; 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.
a. Receives the filled out LMTS payment form (Refer Form No. CBEBBF020) and
Beneficiary’s ID from the customer;
b. Checks the genuineness of the beneficiary’s ID, insert the security number and checks the
test question answer, the name of the remitter and amount against the system;
c. Inserts the customer’s ID number, name of issuing organ or office, issue date, expire date,
and Tel number into the system;
d. Generates the ticket from the system and makes the customer signs on it (the ticket). In case
of blind customer, takes the customer thumb print in the presence of two witness one from
the bank officers and the other from the customer side, if the customer is unable to present a
witness from his/her side, the Senior Banking Business Officer shall sign as a witness and
affixing thereto a rubber stamp that reads “Signed before me.” and make sign on it;
e. Creates awareness about the bank’s products and services and cross sell;
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f. Requests two witnesses one from the bank and the other from customer side for blind
customers or who uses thumb print as a signature. If the customer is unable to present a
witness from her/his side the Banking Business Officer/Senior Banking Business Officer,
other than the transaction processing officer, will become a witness for the customer side;
g. 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.

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; and
d. Forward the source document to Senior Branch Controller/ Branch Controller for
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 OR the remitter request for refund;
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,
telephone 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.

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 Branch Controller/ Branch Controller for
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.

a. Receives the customer’s letter of application form (Refer Form No. CBEBBF022), and
forwards it to Branch Manager;
b. Collects the service charge as per the terms and tariffs and provide advice/the deal slip to the
customer; and
Branch Manager
a. Checks the letter of application form has the required information;
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b. Finds the transaction reference number and the remitter name from the ‘outstanding LMTS
payable list’;
c. Search the lost secret number using “lost secret number” menu on the system;
d. Delivers the security number to the customer by ensuring the customer confirmation for
collecting the security number against signature on the application.
4.1.3 Payment through Fund Transfer
4.1.3.1. Payment through the Format for Account to Account Transfer
i. Payments made to accounts maintained in CBE
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. Identifies customer and 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 debit/credit advice to the customer.
a. Ensures that the request is made by individual account holder customers or his/her legal
agent who have a power to operate the account only;
b. Checks the request after ensuring the signature verification was made;
c. Authorize the transaction and hands over the format to Senior Branch Controller/ Branch
Controller for checking and documentation.
ii. Payments made to Accounts Maintained in other Banks
a. Receives the instruction from the individual customer to transfer the fund from her/his
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account maintained in CBE branch to other banks 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 Banking Operation Officer for verification and further
processing;
d. Receives the letter of instruction after posted by the Banking Operation 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 Branch Controller/ Branch Controller for

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 Business Officer for authorization.
4.1.3.2. Payment through Cheque

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

a. Perform the same activities listed under 4.1.1.3.
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;
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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 credit advice for the customer.
a. Checks the correctness and the completeness of the instruments; and

b. Authorizes the transactions and hands over the cheque to Senior Branch Controller/
4.1.3.3 Payment through Letter of Instruction
i. Accepting Letter of Delegation

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 in case EDRMS is implemented or retain a copy under his
/her custody and forwards the original to Senior Branch Controller/Branch Controller
for file.
a. Receives the ID card, Specimen Signature and the delegated person’s photo from Customer
Service Manager-Service;
b. Scans the delegated person’s information on EDRMS where it is implemented ;
c. Hands over the documents to Senior Branch Controller/ Branch Controller for checking
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and documentation.
ii. Payment through 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:
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/individual customer;
d. Checks that statement (i.e. “As per the delegation I hand over the letter of instruction to the
branch on this date”) properly written by delegated person, and verifies signature at the
back of instruction letter and further identifies the delegated person at the back of payment
instruction
e. Forwards the letter of payment instruction to Banking Business Officer for further
processing.

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;
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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.

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 Branch Controller/ Branch Controller for
4.1.3.4 Payment through Customer Standing Instruction
Customer Service manager-Service

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, verifies the signature and forwards the instruction to Banking Operation
Officer for processing;
c. Receives and checks the relevant information in the standing order form is properly
incorporate in to the system;
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d. Authorizes the standing instruction order.

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 Senior Branch Controller/ Branch Controller 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.

a. Receives the standing instruction from the Banking Operation 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.
4.1.4. Payment of Foreign Remittance
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 in to 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
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date issued in to the system. Generates the ticket from the system and makes the customer
signs on it;
e. Explains the beneficiary about variety of saving products to open an account if the customer
has no prior account or aware to save at time of payment to enhance deposit mobilization
process;
f. Takes the blind customer thumb print in the presence of two witnesses; one from the bank
officers and the other from the customer side. If the customer is unable to present a witness
from his/her side, the Senior Banking Business Officer shall sign as a witness and affixing
thereto a rubber stamp that reads “Signed before me;”
g. Effects payment to the beneficiary/payee by debiting the appropriate account on T24
application after authorization; and
h. Hands over the documents to Senior Banking Business Officer for authorization.
a. Receives the customer ID the foreign remittance application, the print out and ensures that
the transaction is correct;
b. Checks , authorizes and co-signs on the cash-payment ticket within her/his authorization
limit;
c. Ensures that necessary efforts have been made by Banking Business Officer while making
payment to the beneficiary that she/he has been aware to open an account or to make a
deposit from the payment proceeds;
d. Collects the customer application form from the Banking Business Officer and
communicates International Banking Service District Support for MTOs not directly
accessed by the branch; and
e. Hands over the documents to Senior Branch Controller/ Branch Controller for checking
and documentation.
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4.1.5 Payment through Negotiable Instruments
4.1.5.1. Payment of Banker’s cheque
a. Receives the Bankers’ cheque and ID card from the customer;

b. Receives explicit consent and undertaking letter from the purchaser or payee in case of
expired CPO/banker’s cheque to safeguard interest of the Bank as well as the purchaser or
vice-versa in case of any future eventualities;
c. 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;
d. Checks the genuineness and the completeness of the bankers cheque by verifying the data on
the system;
e. 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;
f. Posts the transaction and puts a stamp and initials on the back side of the Bankers’ cheque;
and
g. Effects the payment within her/his payment authorization limit or forwards to the Senior
Banking Business Officer above her/his authorization limit.

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
d. Hands over the Bankers’ cheque /CPO to Senior Branch Controller/ Branch Controller
for checking and documentation.
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4.1.5.2 Payment of lost Banker’s cheque

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
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 Branch Controller/ Branch Controller for

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
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e. Pays the customer in cash or credit to his/her account. In case of corporate customer
/organization, the proceeds of the Bankers’ cheque shall be credited to the account.
4.1.5.3 Payment of CBE Cheque /Banker’s cheque Collected by Other Banks (through
EATS)
Banking Operation Officer Assigned at Reconciliation
a. Receives the cheques/Bankers’ cheques dispatched from ATS team after checking against the
summary report;
b. Balances the received cheques against the summary total and forwards to Banking
Operation 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.

a. Receives the cheques/Bankers’ cheques from the Banking Operation Officer assigned at
Reconciliation 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 assigned at reconciliation for returning to EATS before standard time is
elapsed.

a. Verifies the genuineness and the completeness of the check;
b. Authorizes or rejects the transaction on the EATS within his/her limit; and
c. Forwards the cheques to Senior Branch Controller/ Branch Controller for checking and
documentation.
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4.1.5.4 Payment of CBE Cheque/Banker’s Cheque by Special Clearance(value >200,000

Birr)

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.

a. Receives the Document and the cheque after being posted by the Banking Operation
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 Branch Controller/ Branch
4.2. Payment through Digital Banking Channels
4.2.1. Payment through POS Cash Advance

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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;
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 CBE card holder customer by verifying the signature against the customer’s
account on the system;
g. Identifies the international card holder customer by verifying the signature against signature
signed previously at back of the card;
h. Retains single copies of the signed receipts as source documents for cash payments;
i. Attaches the copy of cardholders’ passport/ID for all international cards;
j. Forwards the receipt to the customer as evidence of the transaction and pays cash;
k. Prints the daily summaries and the detail reports (for international transactions) using POS
Terminals;
l. Balances the cash advance receipts total with daily summaries and detail reports; and
m. Sends the batch and settle daily transactions.

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

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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.
4.2.3. Payment through CBE Birr System

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

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
f. Transfers the source documents to Senior Branch Controller/ Branch Controller for
a. Checks the completeness of the payment receipt and authorizes the transaction; and
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b. Forwards the source documents to Senior Branch Controller/ Branch Controller for
4.2.3.2 Payment to Unregistered Customer

a. Requests the customer to fill the voucher number on cash withdrawal form along with
Identification Card; (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
a. Checks the completeness of the payment receipt and authorized the transaction; and
b. Forwards the documents to Senior Branch Controller/ Branch Controller for checking and
documentation.
4.3 Transaction Checking and Custody of Documents in Payments

The Senior Branch Controller/ Branch Controller shall perform the following activities in
relation to document checking in payment process:
a. Receives all the payment source documents from each officers as soon as the transaction is
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completed;
b. Checks the correctness and the completeness of the payment documents and posting
transactions in the system;
c. Ensures that all the received number of tickets are agreed with the number of transactions
processed on the system;
d. Confirms that all received tickets are agree with the system in number and amount by signing
on daily cash sheet of each performer;
e. 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
Accounts Inactive NA NA No limit No limit
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Unauthenticated NA NA Up to 10,000 Up to 10,000

Accounts (other
than base branch)
Active NA NA No limit but No limit but

payment must be payment must be
approved by approved by
BR.MGR OR BR.MGR OR
Current
MBB MBB
(Birr/FCY)
Inactive (in Base NA NA No limit but No limit but
Accounts branch) payment must be payment must be
approved by approved by
BR.MGR OR BR.MGR OR
MBB MBB
Inactive (Other NA NA Up to 30,000 birr Up to 30,000 birr

than the base but payment must but payment must
branch) be approved by be approved by
BR.MGR OR BR.MGR OR
MBB MBB
Unauthenticated NA NA No limit but No limit but

Accounts(base payment must be payment must be
branch only) approved by approved by
BR.MGR OR BR.MGR OR
MBB MBB
Branches Saving NA NA Up to 6000 Up to 6000

Become
offline Current NA NA Up to10,000 Up to10,000
Note on Collection and Payment transaction authorization limit on deposit products (5. 1)
a. NA – means ,Not Applicable, that is no authorization limit is given to the performer under self or
dual authorizations ;
b. No Limit- means ,without limit, that is authorization can go up to the authorizers KYC level
without limit ;
c. When cash deposits are made to pending for authentication accounts and inactive current accounts
other than base branch, the transaction authorization limit for such accounts will be treated as to
Active accounts cash collection transaction.
d. Limit sets for saving and current account when branch become offline refer only for withdrawal.
For cash deposit the branch accepts without limit.
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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 >50,000

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
FCY Sales( only for NA NA No limit No Limit

IBS special
branch)
5.3 Transaction Authorization Limits on Alternative Channels
5.3.1 Transaction Authorization Limits on Payment Cards
Type of Card lists Product Transactions limits /day in birr/USD

Cards Associations
ATM POS
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/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)
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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

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 No limit 25,000 No limit 25,000 No 25,000

remittance(LCY/FCY) limit
3 Salary No limit 25,000 No limit 25,000 No 25,0000

limit
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 No limit NA NA NA
7 Pay bills No limit 6,000 No limit 500 NA NA
8 Buy goods No limit 6,000 No limit 500 NA NA
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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
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
Level Two(2) Individual/Sole Sole agent Buy Airtime 5 10,000
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Proprietorship Business Transfer Unlimited Unlimited

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
Note: 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.
5.5 Transaction and Document Checking
S. Product/Account/Serv Type of transaction to be Time of checking Frequency Responsible Report

No
ice types checked performer Source
A. Products
1 Saving Accounts Opening document Post checking Daily MBC/SBC/BC T24
2 Current Accounts Opening documents Post checking Daily MBC/SBC/BC T24
3 Time Deposit &Contracts Contractual document Post checking Daily MBC/SBC/BC T24
4 Customer/Account profile Documents Pre- checking Daily MBC/SBC/BC NG

change/amendments screener
Saving account (Status Pre-checking > or Daily MBC/SBC/BC T24/NG

Active) equal to 500,000 screener
birr
All transaction
amount should be
Post-checking
Transaction
Saving Pre-checking > or Daily MBC/SBC/BC T24/NG
equal to 50,000
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No
(Status inactive ) birr screener
5 All transaction
amount should be
Post-checking
Saving All transactions Daily MBC/SBC/BC T24/NG

are pre and post screener
(Status Pending for checking
document authentication )
Current account (Status Pre-checking > or Daily MBC/SBC/BC T24/NG

Active) equal to 1,000,000 screener
birr
6 All transaction
amount should be
Transaction Post-checking
Current account (status In Pre-checking > or Daily MBC/SBC/BC T24/NG
active) equal to 100,000 screener
birr
All transaction
amount should be
Post-checking
Current account (status All transactions Daily MBC/SBC/BC T24/NG
Pending for document are pre and post screener
authentication) checking
7 Internal Accounts Transactions on A/R, All pre- checking Daily MBC/SBC/BC T24 and
Expense NG
screener
8 Self Reversal and Deletion All transactions done Post checking Daily MBC/SBC/BC NG
by performers screener
9 Account closure Closure of saving or Post checking Daily MBC/SBC/BC T24
current accounts
B. Services
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No
1 Incoming LMTS All transaction Post checking Daily MBC/SBC/ T24

BC
2 Outgoing LMTS All transaction Post checking Daily MBC/SBC/ T24
BC
3 FYC Purchase Transactions Post checking Daily MBC/SBC/ T24

BC
6 CPO Payment All transaction Post checking Daily MBC/SBC/ T24

BC
C. Channels
1 Alternative Channels Registration of card Post checking Daily MBC/SBC/ T24,CBE

request, MB,IB,POS BC birr
merchants, CBE birr agents
and customers
D. Others
1 Stocks Physical stock of negotiable surprise checking Monthly MBC/SBC/ Stock

instruments and others BC register
2 Cash Cash in Vault, ATM, Cash surprise checking Monthly/ MBC/SBC/ T24
Box and Petty cash surprise BC
check as
needed
Note
a. All financial and non financial transaction made by branch should be checked by internal
control team on within 20 minutes without any fail.
b. Limit for pre-checking transactions for saving and current accounts includes only cash
withdrawal and fund transfer transactions.
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c. Pre-checking/auditing is introduced for all transaction except cash collection based on the
following condition:
 Before authorization of fund transfer transactions but after all KYC and
conformation is done by SBBO/MBB;
 After positing and authorization of cash payment transactions, but before cash
payment effected
Senior Branch Controller /Branch Controller
The Senior Branch Controller /Branch Controller in relation to transaction checking shall
perform the following:
a. Performs all transaction/document checking on products and services within the same
business date; and
b. Reports the findings while checking transactions and documents to Manager Branch Control
as the case may be for immediate rectification.
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 Reconciliation and Balancing
6.1.1 Reconciliation of Account Receivables/Payables

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

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/write back as per the relevant bank procedure and forward to the Branch
Manager.
6.1.2 Reconciliation and Balancing of ATM Transactions
6.1.2.1 Reconciliation of CBE Cards Transactions

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 Banking Operation Officer to post
the transaction;
d. Reviews and requests support from Accounts and Reconciliation manager 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.

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

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

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 Manager 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.

a. Follows same procedure under 6.1.2.1(a to b).
a. Follows same procedure under 6.1.2.1(a to c).
6.1.2.3 Reconciliation of International Cards Transaction

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;
120

c. Communicates to Accounts and Reconciliation Manager 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.


a. Follows same procedure under 6.1.2.1 (a to c).
6.1.2.4 Reconciliation of Card Transactions on Forex ATM

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 Manager 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;

b. Follows same procedure under 6.1.2.1(a to b).
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
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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. Records the transaction in 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 Manager 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 Banking Operation Officer for posting.
Senior Banking Operation Officer Assigned at Cash

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.


a. Follows same procedure under 6.1.3.1.1 (a to c)
6.1.2.6 Exceptions in ATM Reconciliation and Balancing
6.1.2.6.1 ATM Cash Withdrawal without Affecting Customer Accounts (CBE

Cardholder)
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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 Banking Operation Officer to post the
transaction; and

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)

a. Investigates the specific transactions (exception transactions) to identify whether the
customer account is affected;
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 Banking Operation Officer to post the
transaction; and

123


b. Follows the receivable items are timely settled;
6.1.2.6.3 Forex ATM Machine captures currency notes, but doesn’t dispense cash
a. Investigates the specific transactions (exception transactions) to identify whether the cash
account is affected or not;
c. Receives letter of application from the claimant 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 and Senior Banking Operation Officer Assigned at Cash;
e. Prepares adjustment tickets and forwards to Banking Operation Officer to credit account
or Banking Business Officer to pay the cash; and
f. Keeps the reconciliation documents under his/her custody for further reference.

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 Transactions

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;
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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;
e. Communicates the discrepancies to Accounts and Reconciliation Manager at Alternative
Payment Channel in case of international and other bank cards;
f. Prepares adjustment tickets and forwards to Banking Operation Officer to post the
transaction; and
g. Keeps the reconciliation documents under his/her custody for further reference.

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 Transactions

a. Checks the POS cash advance account has zero balance or not;
b. Makes the reconciliation based on the transaction reports obtained from the card banking
system and the core banking system;
c. Reconciles and balances of “POS Cash Advance Accounts”;
d. Prepares the appropriate adjustments tickets for local cards with valid source documents and
forward to Banking Operation Officer to post the transaction;
e. Communicates the discrepancies to Accounts and Reconciliation Manager at Alternative
Payment Channel for international and other bank cards;
f. Follows proper adjustment made by the respective organ on the specified cases as per SDT;
and

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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 Transactions
6.1.3.3.1 Incomplete Transactions and Amount Locked

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.
a. Receives the requests and check the transactions; and
b. Unlocks the amounts.
6.1.3.3.2 Transactions not reflected on Merchant Account

a. Requests the merchant to present original sales receipt for those not reflected on the
merchant’s account;
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 Banking Operation Officer to post the
transaction;
d. Forwards international and other bank card transaction cases to Accounts and
Reconciliation unit at Alternative Payment ; and
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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.
6.1.3.3.3 Refunding unsuccessful Transactions on Merchant’s POS

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 Banking Operation Officer to post the transaction;
e. Reviews and Communicates to the Accounts and Reconciliation Manager 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


a. Authorizes the transaction for adjustment posted 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

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a. Checks and monitors the minimum balance on agent account periodically and if it is found
below the threshold communicates the agent to deposit the minimum balance;
a. Checks the balance on CBE Birr Settlement account at the beginning of every day and make
sure the balance is zero; and
b. Verifies CBE Birr Settlement account balance and prepares adjustment tickets to the
Manager Branch Operation for approval.

a. Authorizes the transaction posted by Banking Operation Officer.
6.2 General Ledger Position follow-up
6.2.1 System Suspense

a. Checks the General Ledger position of system suspense 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 Banking Operation Officer to post the
transaction.


a. Receives and reviews the adjustment from Banking Operation Officer; and
b. Cosigns the adjustment tickets with Banking Operation Officer assigned at
Reconciliation, checks and approves the transactions.
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6.2.2 ATM Suspense Account
Banking Operation officer assigned at Reconciliation

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 ticket and forward to Banking Operation Officer ; and
e. Communicates the concerned branch if the ATM suspense account is affected by other
Branch ATM to make the necessary adjustment.

a. Checks the adjustment posted by Banking Operation Officer; and
b. Cosigns the adjustment tickets with Banking Operation Officer assigned at Reconciliation
and approves the transactions.
6.2.3 Abnormal Balances of accounts

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 ticket and forwards to Banking Operation Officer for posting.

a. Checks the transaction posted by Banking Operation Officer;
b. Cosigns the adjustment tickets with Banking Operation Officer assigned at Reconciliation
and approves the transactions.
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6.3 Transaction Checking and Custody of Documents
Manager Branch Control
The Manager Branch Control shall perform the following in relation to checking of documents in
book management process:
a. Checks the Balance of suspense accounts in GL against tracer balance on the system and
suspense accounts status report prepared by Banking Operation officer assigned at
Reconciliation;
b. Pre checks all adjustment entries;
c. Identifies and reports differences between the GL position and tracer balance and long
outstanding item to District Internal Control and copy to Branch Manager for timely
rectification daily; and
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CHAPTER SEVEN
CUSTOMER PROFILE MANAGEMENT
7.1 Customer’s Request to Change Name
7.1.1 Customer Name is not properly recorded on the system

a. Accepts the customer request to correct his/her name in the records and refers the cases to the
Senior Branch Controller/Branch Controller to check the request against the file on
application or scanned documents on EDRMS;
b. Forwards to Senior 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 Senior Banking Business Officer and
forwards the application form to Senior Branch Controller/Branch Controller.
a. Receives the customer request from Manager Branch Business; and
b. Checks the customer application form and ID card which is submitted during the account
opening time and check amendment in the system.

a. Receives the application form and ID card from Manager Branch Business;
b. Checks the record on the system against the document; and
c. Amends the name change, scan and link with the account and forwards to Manager Branch
Business for authorization through system and the document to Senior Branch
Controller/Branch Controller for checking and documentation.
7.1.2 Customer Name Changes Request by Court Order
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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 and retains a
copy of renewed ID card by her/his given new name;
c. Returns the original to the customer and send copy document to issuing organ (respective
court office, document authentication and registration office or other organ having a power to
that end) for authentication;
d. Receives the response from the issuing organ and forwards the document to Senior Banking
Business Officer for amendment; and
e. Checks, authorizes the amended customer profile on core banking or EDRMS system after
collecting the document from Senior Banking Business Officer and forward to Senior
Branch Controller/Branch Controller for checking and documentation.

a. Receives the authenticated document from Manager – Branch Business; and
b. Amends the name change on core banking or on the EDRMS system and forwards to
Manager Branch Business for authorization.
7.2 Customer’s 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.

a. Interviews the customer in order to find out her or his reason(s) for deciding to change
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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, if the customer unable to
sign old signature, he/she shall write undertaking letter;
c. Ensures the new signature and the relevant documents are scanned and linked with the
account by Banking Business Officer; and
d. Cancel old signature, checks and authorizes the change of signature.
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;
b. Identifies the customer using information on the system and ID card on the application form;
c. Collects service charge as per the terms and tariffs of the bank;
d. Scans the new signature and forwards the application along with relevant documents to
Manager-Branch Business for authorization; and
e. Receives the authorized application form from Manager – Branch Business and forwards to
Senior Branch Controller/Branch Controller for checking and documentation.
7.3 Customer’s Account Status Change request
Status changes from Inactive to active account for both saving and current account shall be
done only at base branch with the following steps:
Customer Service Manager - Service

a. Receives the customer’s renewed and valid ID for activation of the account; and
b. Changes the status to active account 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 he /she can change the
status despite the minimum transaction stated above.
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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
to act on behalf of the principal; However, if it has an ambiguity article or statements in the
document, 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 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;
d. Receives the cancelled power of attorney from the principal and deletes the power of
attorney of the agent from system; and
e. Authorizes the power of attorney scanned on the system and forwards the source documents
to Senior Branch Controller/Branch Controller for checking and documentation.
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”;
and
d. 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.
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a. Explains the service benefits and guides the customer to fill application form (Refer Form
No. CBEBBF006);
b. Verifies the customer KYC information against the customer ID;
c. Updates the customer KYC information in the CBE Birr system and upgrades to the next
level; and
d. Demonstrates the customer how to operate the CBE Birr services.

a. Checks and authorizes the KYC updating process at CBE Birr system; and
b. Forwards the source documents to Senior Branch Controller/Branch Controller for
7.5.2 Updating the CBE Birr Agent’s /Merchant’s Profile

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.

a. Checks and authorizes the profile change on the CBE Birr system; and
b. Forwards the source documents to Senior Branch Controller/Branch Controller for
7.6 Additional/Secondary Card Request

a. Explains to the cardholder/ applicant the types and the value of CBE’s payment card
products; and guides in filling additional/secondary card request application form; (Refer
Form No. CBEBBF027)
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b. Ensures that the account requested for additional/secondary 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 on the 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.

a. Receives and checks the customer additional/secondary card request application form from
Banking Business Officer through EDRMS;
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) on the system.
d. Forwards the application form to Senior Branch Controller/Branch Controller for
7.7 Additional Account Association to Debit Card
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 debit card by checking on
the ATM/POS and
e. Scans and forwards the application form through EDRMS to Senior Banking Business
Officer for approval.
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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 customer application form to Card Management unit through the bank
internal outlook and the original application form to Senior Branch Controller/Branch
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.

a. Guides the customer to fill PIN change request application form (Refer Form No.
CBEBBF027);
b. Collects the replacement fee as per the Bank’s terms and tariffs;
c. Checks and confirms the holder’s sales form /deal slip against the respective records/
registry (for non-reloadable prepaid cards);
d. Verifies the customer signature and notifies the cardholders to collect pin as per the
Service Delivery Time; and
e. Scans and forwards the application form through EDRMS to Customer Service Manager-
Service for approval.
a. Receives and checks the PIN change request application form from Banking Business
Officer;
b. Verifies and send the customer pin change request application forms or the branch
request for wrong encoding and unreadable PIN to Manager Card management with
covering letter through bank internal outlook.
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7.9 Card Replacement Request

Any customers who have an account in one of CBE branches can request card replacement in
any of CBE branches.
7.9.1 Replacement of Debit Cards in the case of Lost/Stolen

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.

a. Receives and checks the card replacement request application form from Banking Business
Officer;
b. Checks the completeness of all details in the application forms;
c. Authorizes the debit card replacement requests on the 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.
7.9.2 Refund for Non-reloadable Pre-paid Cards in the case of Lost/Stolen

a. Guides the customer to fill card replacement application form (Refer Form No.
CBEBBF027);
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b. Check the prepaid card has sufficient balance;

c. Verifies the customer signature on non-personalized card sales register book or if the
applicant is not the original buyer, asks the applicant the buyer name and verify
against the register book; and
d. Pays or collects the remaining amount from/to the cardholder either cash or credit to
the customer account or issue another prepaid card which denomination value is
nearest to the remaining amount after proper identification.
a. Checks the completeness of all details in the application forms;

b. Communicates with Alternative Payment units and receive confirmation of fund
unloading and card black listing; and
c. 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

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.
a. Forwards lost/stolen prepaid card replacement summary with covering letter to Card
Management unit;
b. Follows the card production as per the Service Delivery Time;
c. Receives the replaced prepaid card and confirms to the Manager Card
Management; and
d. Delivers the card and PIN to customer after registering on the book.
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7.9.4 Card Replacement for Damaged Domestic Pre-paid Cards (Wallet and Co-
Branded)

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 her/him sign on the
register book and retain his/her valid identification card;
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.

a. Receives the replacement request form from the Banking Business Officer for
replacement ;
b. Checks and authorizes the refunding amount;
c. Communicates the card number to Card Management unit for fund unloading;
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
f. Receives the damaged prepaid card and forward to Manager Branch Control to
discard in the presence of Manager Branch Operation.
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7.9.5 Card Replacement for Expired Debit Cards

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 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 or forward the original application Senior Branch
Controller/Branch Controller.

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 Manager Card management
through system.
7.10 Profile Change/Amendment for Online Banking Service
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.
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a. Advices the customer to fill the change application form (Refer Form No. CBEBBF027);
b. Identifies and verifies the customer’s signature on account change application form;
c. Scans and forwards the application form through EDRMS to Senior Banking Business
Officer for approval;

a. Receives and checks the change/additional account association request application form from
Banking Business Officer;
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;
a. Advices the customer to fill the application form (Refer Form No. CBEBBF001) for the
customer ID merging ;
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.
a. Performs the same activity stated above from a-d; 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 system under same
customer ID can be linked and accessed through internet banking service.
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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;
c. Scans and forwards the application form through EDRMS to Senior Banking Business
Officer for authorization; and
d. Returns the filled application form and informs the customer that her/his account will be
active immediately.

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 system.
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.

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 for authorization.

a. Receives and authorizes the customer profile change in T-24 system.
7.10.4 User Change and Replacement Process in Corporate IB
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The corporate internet banking service customer can change and replace any of the defined user
at any time.
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
for authorization.

a. Receives and checks the user termination application summary from Banking Business
Officer;
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 Manager Card Management 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.

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

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.
a. Identifies the customer and retains copy of her/his valid ID for personal internet banking;
b. Verifies the letter received from the authorized signatory for corporate internet banking;
c. Registers in the lost/stolen token registration and token status change form (Refer Form No.
CBEBBF027);
d. Collects the token replacement fees from the customer as per the bank terms and tariffs; and
e. Scan and forward the token replacement application form to Senior Branch
Controller/Branch Controller for checking and documentation.

a. Receives and forwards the token suspension and replacement applications request to the
Manager Card Management for used token replacement;
b. Receives the hard token from the Manager Card Management; and
c. Issues token to customer and advices her/his to follow the User Manual/Guide to activate the
token (same as selling initial token activation activities).
7.10.7 Faulty or Damaged Hard Token Replacement Process

a. Guides the customer to complete the token replacement form (Refer Form No.CBEBBF027 ;)
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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 Business
Officer for authorization.

a. Receives the token replacement application form Banking Business Officer;
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 7.10.6.
7.10.8 Expired Token Handling and Reissuance Process
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.

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 Customer Service Manager-
Service for authorization.

a. Receives the token replacement application form from Banking Business Officer;
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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 7.10.6.
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.
a. Requests merchants to fill application forms for additional POS terminals; (Refer Form No.
CBEBBF029)
b. Reviews customer request and forward request to Branch Manager; and
c. Follows same process as stated on POS deployment.
Branch Manager
a. Reviews customer request and forward to District Resource Mobilization Manager;

The Senior Branch Controller/Branch Controller shall perform the following in relation to
checking of documents in customer’s profile change/amendment process:
a. Collect and check all profile change/amendment applications from the performers daily;
b. Retrieves the report from NG screener and Checks the contents of the applications are
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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 Control daily; and
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/staff for CIA;
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.

a. Receives letter of current account closure instruction OR form (Refer Form No.
CBEBBF038) for saving account filled out by the customer OR letter of account closure due
to mal operation from Customer Service Manager-Service;
b. Collects the passbook for saving account and unissued cheque by customer for current
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account if any;
c. Collects service charge as per the prevailing terms and tariffs if any;
d. Ensures that there are no wrong credit/debit entries or deposit in transit;
e. Initiates the account closure process using the appropriate account closure menu 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. Forwards the passbook/unissued cheque, if any, to the Senior Branch Controller/Branch
Controller.

a. Interviews the customer before closing the account. If the customer is dissatisfied with the
service further corrective measure should be taken immediately;
b. Receives letter of current account closure instruction from Conventional Payment Service
due to mal-operation and forwards to Banking Business Officer;
c. Summarizes the reasons for account closure/termination and report to Branch Manager to
use the information for improvement of the service quality and enhancement of the product
features;
d. 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;
e. Checks and authorizes the transaction; and
f. Cancels the returned unused cheques from the system and destroys it within 15 days in
collaboration with Manager Branch Control and Manager Branch Business/Operation.
8.2 CBE Birr Agent Service Termination
As stipulated in agent agreement, CBE reserves the right to terminate the agent agreement for
any reason at any time;
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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 Manager 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 Branch Controller/Branch
8.3 CBE Birr Merchant Services Termination
CBE birr merchant service can be terminated for the following reasons;
a. When the customer requests to terminate the service;
b. When the merchant changes the business and returns the trade license; and
c. 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.
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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 Manager Branch Operation and Manager Branch
Control; and
c. Sends the list to Manager Card Management 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

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);
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b. Makes the Internet Banking User inactive on the system;

c. Destroys the hard token in presence of Manager Branch Operation and Manager Branch
Control 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 Manager Card Management (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 and POS turn inactive ; and
g. Court Orders.

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).
c. Proposes the merchant agreement termination other than merchant request to Branch
Manager;
Branch Manager
a. Receive and reviews POS merchant termination proposal and forwards to Manager District
Resource Mobilization for approval.

a. Receives the Merchant contract cancellations form from Manager Branch Business;
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b. Ensures that all settlements are done on the merchant’s account; and
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 Resource
Mobilization Manager.
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.

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 Manager District Resource Mobilization for approval;
d. Authorizes the concerned staff in writing, to execute POS removal;
e. Requests the Manager District Operation and Logistic to cancel the Terminal ID.
f. Forwards the collected POS machine to Manager District Operation and Logistic; and
g. Forwards the list of collected POS machine whose contract is terminated with bank to
Manager District Resource Mobilization at district.
a. Checks and sends the batch if there is any outstanding transactions; and
b. Collects the POS from Merchant if any;

a. Clears outstanding transactions and ensures the termination of terminal’s association clear
from T-24 side; and
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b. Cancels the POS and file previous delivery form in the presence of authorized personnel of
the merchant.
8.8 Muday banking Service Termination

Termination of Muday Service could happen at any time when the customer breaches the service
contract / agreement.
Customer Service Manager – Sales
a. Advices the customer to use the service as per the intended purpose and solve any
customer complain or issues, if any, in relation to service ;
b. Supports the customer to open box and make deposit /take the money in the branch, and
advice the customer to continue in her/his account with the bank; and leads the customer
to Senior Banking Business Officer.
a. Collects the muday box as per the contract/agreement from the customer ;or
b. Collects fees as per the terms and tariffs of the bank if the box is found damaged or lost.
8.9 Transaction Checking and Custody of Documents in Product and Service Termination
Senior Branch Controller/Branch Controller shall perform the following activities in relation
to document checking and custody:
a. Receives, checks 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. Files the minute held for destroying unused cheques signed by all presented in specified
venue;and
d. 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 at the start
of the day and during the day’s operation as stated below.
Maximum Cash Limit for Banking Business

Officer/Junior Officer
Branch Grade
Cash limit on the start of the Cash limit during the day’s
day 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 daily Operations

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
Officers;
d. Transfers all the required cash and petty cash to the Banking Business Officers through the
system separately;
e. Hands over the cash box that was kept locked in the vault to each Banking Business Officer;
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f. Balance the daily branch cash and records the movement of cash on cash register book; and

a. Opens the vault and withdraws cash that will be needed for day’s operations jointly with the
Senior Banking Operation Officer assigned at cash;
b. Writes cash withdrawn from the Vault by denomination on the bound book and makes the
Senior Banking Operation Officer assigned at cash put his/her signature on it as
acknowledgment of receiving the cash;
c. Authorizes the vault to Till Transfer; and

a. Collects the cash box from Senior Banking Operation Officer assigned at cash in the
morning;
b. Opens the cash box in front of Senior Banking Operation Officer assigned at cash to
confirm existence of petty cash , together with cash stamp;
c. Collects cash from Senior Banking Operation Officer assigned at cash 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 counts carefully each notes of Birr 100 and 50 in front of Senior
Banking Operation Officer assigned at cash/Banking Business Officer Assigned at a
table;
e. 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 Cash receipt for the daily operation immediately; and
g. Adjusts the date of the stamps before starting the day’s operations.
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9.1.2 During the Day’s Operations

9.1.2.1 Request for Additional Cash

a. Requests the Senior Banking Operation Officer assigned at cash 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 in front of Senior Banking Operation
Officer assigned at cash/ Banking Business Officer assigned at table; and
c. Acknowledges the receipt of the cash by authorizing the cash transfer through the system.

a. Coordinates and supports 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

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 assigned at cash, and
transfers the amount of cash through the system (Till to Till transfer); and
c. Ensures the Senior Baking Operation Officer assigned at cash has authorized (accepted)
through the system immediately.
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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 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.
9.1.2.3 Collection of Cash Deposit at the Table

Banking Business Officer (at the table)
a. Collects cash deposit of 10 and above bundles presented by the customer;
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 transaction on the system, 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 assigned at cash, and transfer the cash through the system; and
f. Handles the duties and responsibilities of the Senior Banking Operation Officer assigned
at cash during lunch time and as needed.
9.1.3 Balancing and Closing Cash Activities

9.1.3.1 At Lunch Time/Half Day Balancing
a. Balances the overall physical cash against the system balance;
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b. Hands over all FCY and LCY cash in excess of 50,000 birr to the Senior Banking
Operation Officer assigned at cash and makes a ‘till transfer’ through the system;
c. Hands over to the Senior Branch Controller/Branch Controller the remaining vouchers in
her or his possession;
d. Keeps the cash in the cash box, together with the stamp, lock the cash box and hands it over

a. Accepts the cash surrendered by the Banking Business Officer immediately;
b. Ascertains the correctness of the denominations of total cash and acknowledges the receipt
of the cash by authorizing ‘till transfer’ on system; and
c. Checks cash balance of the Banking Business Officer not exceed the limit both on the
system and physically. (i.e. the Banking Business Officer shall not keep a till balance more
than birr 50,000 or equivalent FCY)
9.1.3.2 The Day-End Closing

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 all big denomination notes including loose notes ones (i.e. 50 and 100 notes ) to the
Senior Banking Operation Officer assigned at cash 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 (maximum amount should hold on the cashbox is 1,700 birr)
and make a ‘Till transfer’;
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c. Transfers all deteriorated notes on hand at the end of every month to Senior Banking
Operation Officer assigned at cash ;
d. Transfers to Senior Branch Controller/ Branch Controller the remaining deposit and
payment vouchers in her or his hands; and
e. Submits the cash box to the Senior Banking Operation Officer assigned at cash and locks
up the cash box in the vault room.
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. Amalgamates all loose/petty cash received into bundles and records the breakdown of all the
Banking Business Officer petty cash on a register for next day’s transfer;
f. Writes the balance of the daily debits and credits on the cash book;
g. Fills the amount of cash withdrawn from the vault during the day and the amount of cash
lodged into the vault on the cash book;
h. Balances the cash books of local and FCY against the Vault account balance and signs on
the space provided for that purpose;
i. Posts the cash lodged to the vault on the system under file ’Till to Vault transfer’;
j. Transfers the cash lodgment to vault, together with petty-cash box jointly, with Manager
Branch Operation; and
k. Checks the cash book balance against the general ledger balance of system on a daily basis.
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a. Checks the vault account balance, till balance by denomination and physical cash balance are
agree on 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
assigned at cash ;
d. Transfers the physical cash lodgment to vault, together with the petty-cash box jointly, with
the Senior Banking Operation Officer assigned at cash;
e. Complete the daily cash balance after the Senior Branch Controller/ Branch Controller
confirms by his signature that the total debit and credit transactions are correct and checks
the cash book balance against the general ledger balance of system on a daily basis.
9.2 Cash Difference (Shortage/Excess) Handling

a. Reports a cash difference of below Birr 100.00 separately to District Internal Control and
copy to Branch Manager 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
District Internal Control and copy to Branch Manager 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
District Internal Control, Director District and copy to Branch Manager by co-signing
with Manager Branch Operation immediately.

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
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c. Ensures that all excess cash difference which is not collected by customers should be transfer
to cash surplus account after one month after the cash difference occurs.
9.3 Refund of Excess Cash
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/Manager Branch Control/Branch Manager for approval.

a. Receives and reviews the proposed cash excess refund;
b. Approves jointly with Manager Branch Operation and Manager Branch Control up to
Birr 50,000;
c. Proposes cash excess refund to the rightful claimant with joint approval Manager Branch
Control and Branch Manager for birr 50,000 and above ; and
d. Reports monthly excess cash refunded to Director District and District Internal Control
regardless of the amount of money involved.
9.4 Forged (Counterfeit) Notes
Senior Banking Operation Officer Assigned at cash/ Banking Business 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.

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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.
9.5 Good Coin Handling
Banking Business Officer assigned at 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 assigned at cash according to
denominations.

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).
9.6 Deteriorated Notes and mutilated/damaged Coin Handling
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
assigned at cash.
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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
9.7.1 Exchange of Birr and coins
a. Receives from the Senior Banking Operation Officer assigned at cash 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
assigned at cash and if additional amount of cash is needed, the Senior Banking Operation
Officer assigned at cash shall provide cash against system;
c. Accepts by authorizing ‘Till transfer’ on the system as acknowledgment of receipt of cash;
d. Exchanges big Birr notes received from the public into Birr notes of smaller denominations
and vice versa and posts on the system;
e. Ensures each bundle have 100 Birr notes and 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 assigned at cash 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 assigned at cash and authorizes till transfer for
acceptance similar to birr notes exchange;
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g. Checks/ examines the tag on coin bags and the lead used for packing coin and counts the coins
with a coin-counting machine/manually/ to ascertain the correctness of amount; and
h. Balances the coins during lunchtime and at the end of day closing and hands over to the Senior
Banking Operation Officer assigned at cash the equivalent in cash notes.
9.7.2 Cash Handling at Sorting Table

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 the cash 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 the cash
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 the cash 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

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;
b. Checks that the bundles are properly wrapped, sealed with branch name and date and bear
the signatures of the counter and the verifier for big denomination ( birr 100 and 50);
c. Ensures each brick contains 10 bundles, and each bundle have 100 Birr notes;
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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 cash 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

a. Prepares the counted and verified cash with the help of Banking Business Officer assigned
at cash table;
b. Lodges 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.
a. Regularly checks the cash amount hold at the table and lodge the cash to vault as the case
may be;
b. Verifies that each brick contains 10 bundles before transferring the cash to the vault;
c. 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;
d. Verifies the correctness of cashbook filled out by the Senior Banking Operation Officer
assigned at cash against ‘Teller Transaction today’ report and ‘till balance by
denomination’ on the system at the day end closing; and
e. Authorizes the ‘Till to Vault transfer’ for the amount lodged.
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9.9 ATM Cash Management

i. For those Branches not assigned additional Senior Banking Operation Officer to
handle ATM cash Management

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;
c. Checks and monitors the ATM cash balance from the ATM cash Account to replenish before
cassette reaches minimum amount;
d. Ensure always 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 assigned at cash
and Manager Branch Control 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.

a. Withdraws cash from the vault in the presence of the Manager Branch Operation;
b. Transfers the cash through system to Banking Business Officer for posting;
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c. Opens ATM door with Manager Branch Operation and Manager Branch Control 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.

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

a. Ensure that all ATM has sufficient cash at all time
b. Presents at all time as a witness at time of cash lodgment in ATM made by Manager Branch
Operation and Senior Banking Operation Officer assigned at Cash
c. Checks and balance cash lodgment and posting are correctly performed by Manager
Branch Operation and Senior Banking Operation Office assigned at cash
d. Ensure that physical cash agree with general ledger and report any difference to District
Internal Control and Copy to Branch Manager timely for rectification if any
ii. For those Branches assigned additional Senior Banking Operation Officer to
handle ATM cash Management
Branch Manager
a. Assigns Senior Banking Operation Officer and Banking Operation Officer to handle
ATM cash management;
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b. Hand over the ATM vault and door key to Senior Banking Operation Officer assigned at
ATM cash handling against signature on key register book;
c. Ensure that combination code are properly changed and deliver in sealed envelope to District
Director timely by Banking Operation Officer assigned at ATM cash handling;
d. Ensure always the ATM cash lodgment out of branch premises should be escorted by bank
guard and also Presence of Manager Branch Control as a witness.
a. Ensure always enough cash is loaded to ATMs before closing the branch.
b. Arranges and schedules cash reloading in working hours, weekends and holidays;
c. Authorizes the posting for ATM cash lodgment.
Banking Operation Officer assigned at ATM cash handling

a. Ensure cash in ATM is balance at all time and change the existing combination code in
consultation with District IT support and keep it confidentially;
b. Forwards the combination code confidentially by sealed envelope to Director District;
c. Monitors the ATM cash status and ensures timely cash lodgment to those ATMs out of
branch premises;
d. Checks and monitors the ATM cash balance from the ATM cash account to replenish before
cassette reaches minimum amount;
e. Reloads cash in weekends and holidays that arranged by Manager Branch Operation;
f. Balances the Cash in the ATMs before reloading;
g. Checks the status of rejected cassette/purge bin and take appropriate action;
h. Opens the ATM door jointly with the assigned Senior Banking Operation Officer
assigned at ATM cash handling and Manager Branch Control 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;
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i. Ensures whether all the keys are locked before leaving the area;
j. Ensures that the transaction shall be posted on the next working day those cash lodgments
made on weekends or holidays;
Senior Banking Operation Officer assigned at ATM cash handling
a. Ensure cash in ATM are balance at all time and forwards ATM duplicate key to Operation
Manager at District and keep key with due care;
b. Assesses 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;
c. Receives cash from Senior Banking Operation Officer assigned at cash by signing on
dispatch book;
d. Sorts, counts and ready the cash to ATM Machine lodgment;
e. Ensure that Banking Business Officer properly post the transaction before leaving the
branch for lodgment of cash in ATM machine;
f. Opens ATM door with Banking Operation Officer assigned at ATM cash handling, and
Manager Branch Control loads pre-counted cash on each cassette type, in accordance with
a breakdown thereof in the denominations;
g. Ensures whether all the keys are locked before leaving the area; and
h. 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.

a. Accepts the Till transfer from Senior Banking Operation Officer assigned at Cash
through system; and
b. Posts the transaction on T-24 system.
a. Ensure that all ATM has sufficient cash at all time
b. Present at all time as a witness at time of cash lodgment in ATM by Senior Banking
Operation Officer and Banking Operation Officer assigned at ATM cash handling;
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c. Checks and balance cash lodgment and posting are correctly performed by Senior Banking
Operation Officer and Banking Operation Officer assigned at ATM cash handling; and
d. Ensure that physical cash agree with general ledger and report any difference to District
Internal Control and Copy to Branch Manager if any.
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:
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 assigned at Cash/ATM cash handling
a. Checks together with Manger Branch Operation/Banking Operation officer assigned at
ATM cash handling that the physical cash in ATM against with General Ledger balance;
and
b. Informs the cash shortage to Manager Branch Control 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 assigned at Cash/ATM cash handling

a. Checks that the physical cash in ATM against with General Ledger; and
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b. Informs the cash excess to Manager Branch Control for further checking and reporting to
Branch Manager.
a. Proposes the transfer of ATM excess cash in to cash surplus account within one month after
the difference occurs for those customers difficult to identify account to Branch Manager.
Branch Manager
a.
a. Reviews the proposal of ATM cash excess report received from Manager Branch
Operation and approves to transfer cash excess account.
9.10 Cash Collection/Supply Request
9.10.1 At the time of cash collection request

a. Requests the District Cash issue for the collection of excess cash through letter or through
the system design for this purpose, if any that contains the following details:
i. The total amount of the money to be dispatched should contains breakdown of the
denominations thereof;
ii. The letter should be signed by her/himself ; and
iii. The letter should bear the stamp of the branch.
b. Jointly prepares, with the Senior Banking Operation Officer assigned at cash, the cash to
be sent from the vault; and
c. Checks and authorizes the transaction.
a. Requests for the ID card of the Officer of unit and ascertains that its number is similar with
the one that appears in the letter;
b. Prepares the cash to be sent from the vault to receiving branch/cash issue center, in
collaboration with Manger, Branch Operation;
c. Identifies the officer over copy format which will be retained by the branch and makes her
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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 assigned at table

a. Accepts the money through the system and posts it into the system as collection.
9.10.2 At the time of supply request

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

a. Accepts the money through the system and posts it into the system as payment.
9.11 Basic Cash Precautions and Security
The Banking Business Officer shall perform the following in relation to cash precautions and
security:
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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.
p. Cash payment without affecting customer account in the form of Value for tomorrow is not
allowed for those customers who have insufficient balance in their account.
The Senior Banking Operation Officer assigned at cash shall perform the following in relation to
cash precautions and security:
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a. Keep adequate cash in the Cash Office so as to be able to meet immediate requirements;
b. Ensure availability of sufficient coins to meet the moderate requirements of CBE’s
customers;
c. Maintain the specimens of the signatures and the initials of the branch’s authorized
personnel;
d. Ensure that cash is promptly transferred to her/him, so as to avoid an unnecessary
accumulation in the hands of Banking Business Officers;
e. Arrive in cash area before starting of the working hour to make necessary arrangements for
cash operations of the day and start rendering services to the customers as soon as opened.
f. Avoid putting coins in a money bag set aside for other denominations;
g. Prohibit any one into the cash area, other than those employees whose work involves some
type of cash-handling; and
h. Opens emergency window every month to ensure its functionality if any.
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;
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f. Give warning to the Banking Business Officer /Junior Banking Business Officer either in
writing or verbal after the cash operation hour; and
g. Opens emergency window every month to ensure its functionality if any.

Senior Branch Controller/ Branch Controller 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 assigned at cash/ATM cash handling in
case of excess/ shortage;
b. Investigate the cause(s) of cash shortage/ excess and reports to Manager Branch
Control by the copy to Branch Manager;
c. Make surprise checks of cash in ATM , Vault and cash boxes and report his/her
findings and general observations to Manager Branch Control by the copy to
Branch Manage;
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
i. Grand Ethiopian Renaissance Dam Bond
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 Banking Operation 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.
ii. Grand Ethiopian Renaissance Bond (Issued by Ethiopian Electric Utility)
Manager Branch Operation at International Service Special Branch
a. Receives bond coupons from Ethiopian Electric Utility, and sales form from Conventional
Payment Operation, count and balance by denominations;
b. Registers on stock registration book and Excel form designed for the purpose or bond oracle
system (if any);
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c. Keeps the bond under his/her custody;

d. Delivers the bond for issuance to Banking Operation Officer by updating the stock on the
system and make him/her sign on the register book;
e. Sends the bond coupons to Ministry of Foreign Affairs, for their distribution to Ethiopian
embassies, with their formal request signed and sealed;
f. Request and properly file list of matured bonds with their calculated interests from Ethiopian
Electric Utility;
g. Balances the stock regularly and reports to the Branch Manager;
10.2 Sale of Grand Ethiopian Renaissance Dam Bond

a. Assigns and requests oracle bond access for Banking Operation Officer to handle bond
sales, and operation;
b. Receives request to open employee contribution account from corporate customers and
forwards to Banking Business Officer;
c. Co-signs the bond sales receipt and puts round 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;

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. Balances employees monthly contribution account to issue the bond as per the request of
d. Receives the bond coupons by denomination and sales receipt form from Manager Branch
Operation;
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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

Bond payment can be made through any branches after confirming the genuineness of bond on
ERP bond system.

a. Receives the bond coupons and sales receipt from the customer and checks the maturity
date;
b. Calculates the interest to be paid on the system;
c. Receives calculated interest notification letter from Ethiopian Electric Utility for bonds
issued in its name ;
d. Makes the customer to sign at the back of the bond;
e. Pays the total amount after properly identifying the customer through credit to the customer
account only up on his/her request as per the limit; and
f. Puts crossed line on the paid bond and forward to Senior Branch Controller/ Branch
Controller.
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a. Checks the interest rate is properly updated and the endorsement is regular;
b. Approves the redemption for the right claimant’s as per the guide line;
10.4 Lost/Mutilated Bond

a. Receives customer bond lost or mutilated bonds request application and evidence from
police;
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 to circularize to all branches; and
d. Prepares certificate for lost or mutilated GERD bond and forwards to customer;
10.5 Bond Reconciliation

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

a. Checks stock balance against bond coupon monthly.

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Senior Branch Controller/ Branch Controller 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 Manager Branch Control and copy to the Branch Manager;
d. Keep bond sales receipt and redeemed bonds under his custody.
CHAPTER ELEVEN
OTHER OPERATIONAL ISSUES

11.1Handling of Insufficient fund Cheque
11.1.1 Insufficient fund Cheque Presented at the Account Holding Branch

a. Checks the completeness of the cheque and the balance of the account in the
system; and
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.
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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 the insufficient cheque in sequential order 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 cheque as 1st reminder, 2nd
reminder and account closure accordingly;
e. Hands over the returned slip to the presenter along with the cheque and forwards to
Manger 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,
in writing, about the returned cheque; and
c. Forwards all the relevant documents to Senior Branch Controller/ Branch
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.
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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).
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; and
c. Forwards all the relevant documents to Senior Branch Controller/ Branch Controller for
11.1.3 Release of Restricted Amount due to Insufficient Fund
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a. Makes the fund available for payments like legal, insurance, advertisement, such other non
cash transactions, accrue interest against overdraft accounts against a blocked account;
b. Releases the restrict amount when, the drawer presents the dishonored cheques to the bank
or the payee(s) may appear in person to the bank and confirm in writing that the dishonored
cheques have been fully settled in the form prescribed (Refer Form No. CBEBBF024); and
c. Releases the restrict amount when, the payee(s) fails to appear to receive a full payment
after lapse of six months of presenting the dishonored cheque.
11.1.4 Removal from Insufficient fund record

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

a. Receives the letter of application (Refer Form No. CBEBBF025) that indicates the reason
as per the NBE directive No SBB/64/2017 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;
b. Makes the account holder/ signatory to fill the stop payment instruction, in case the
customer lodged stop payment request through the contact center, after confirming that the
order is lodged not more than three consecutive days; otherwise the stop payment shall be
released;
c. 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 district or
head office unit to deduct the amount from the approved limit, if the stop payment order is
presented for an overdraft account;
d. Gives the standard stop payment order form to the account holder and makes her/him to
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complete the form and sign on and verifies the signature on the form. The standard stop
payment order form shall only be used;
e. Ensures that the stop payment order is placed by authorized person and when the cheque is
lost or stolen only.
f. 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;
g. 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;
h. 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;
i. 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; and
j. Forwards the stop payment order form to the Manager Branch Business for cosigns.
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; and
c. Cosigns the stop payment order and forwards to Senior Branch Controller/ Branch
11.2. 2 Cancellation of a Stop-Payment Order

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 Branch
Controller/ Branch Controller;
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 Manager Branch Business for co-signing.
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 Branch Controller/ Branch Controller for checking and
documentation.
11.3 Amount 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 individual/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;
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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;
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.
Branch Manager
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 and any locked amount that is not visible through the system
by contacting original branch in case of the confirmation is given other than base branch;
c. Gives the balance confirmation based on the previous day balance to concerned organ as per
designed standard letter format (Refer Form No. CBEBBF032) in writing; and
d. 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.
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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.
11.6 Stock Management
11.6.1 Cheque /Banker’s 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 which received from supplying organ in the cheque book/ Bankers
cheque stock register book and also on the system with proper denomination on the same
date;
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.

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;
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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 cheque 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 cheque;
g. Cancels uncollected personalize cheque from the system and collects service charge as per
term and tariff;
h. Destroys uncollected cheque that had been more than one month since the cheque
personalization completed in collaboration with Senior Branch Controller/ Branch
Controller and Manager Branch Operation.
ii. Automated cheque preparation

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 Branch Controller/ Branch Controller
for further action.

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
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personalization;
e. Collects the personalized Cheque from the Conventional Payment and registers
personalized cheque in cheque delivery register book;
f. Informs the customer to collect the personalized cheque;
g. Hands over the personalized cheque 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 Cheque;
j. Registers the personalized cheque/ bankers’ cheque on stock register book and
k. Forwards to the respective Senior Banking Business Officer to issues for the customer’s
against request.
a. Receives and check the personalized cheque/ bankers’ cheque from the Manger-Branch
operation;
b. Communicates the customer to collect the personalized cheque;
c. Delivers to the customer against her/his signature on the cheque delivery register book;
d. Issues the cheque serial on the system linking with the customer account.
e. Cancels uncollected personalize cheque from the system and collects service charge as per
term and tariff;
f. Discards uncollected personalized cheque within three months since the branch receive the
personalized cheque from issuing organ in the presence of the Senior Branch Controller/
Branch Controller and Manager Branch Operation.
11.6.2 Passbook Stock Handling and Issuance

a. Requests Pass book from supplying organ, as per the business need;
b. Receives the pass book from supplying organ, as per the requisition;
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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 who is assigned on the account
opening window/dedicated area on demand base against signing on pass book register book;
e. Keeps un-issued pass books in custody.

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.
a. Submits a stamp requisition letter to procurement unit, 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;
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
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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;
f. Collects the old /damaged box whenever they are replaced by new ones.
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a. Receives the cash box from Manager Branch Operation;
b. Ensures that the cash box and key are used for the 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; and
e. Surrenders the cash box that contains the petty-cash balance to the Senior Banking
Operation Officer assigned at cash 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.

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;
d. Changes the vault combination code to mitigate unforeseen events periodically.
Senior Banking Operation Officer assigned at Cash

193

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 Keys and Combination

a. Request/maintain the cash box from District Operation and Logistics;
b. Register on the cash box register and hands over to the respective Banking Business officer;
and
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 Manager District Operation and Logistic 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 keys

All performers who are holding the keys 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
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expense of those responsible employees.
11.8.5 Branch Main Gate, Safe cabinet 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. The 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 strong room key, 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:

a. Checks the cards and the pins delivery records regularly to identify un-collected cards
and pins for over six months;
b. Informs the Manager Branch Control to take appropriate actions and rectification of
discrepancies in cases of cards not collected for over six months.
195

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 Business Officer and Manager Branch Control;
c. Lists destroyed cards and keeps minutes to be signed by the participating branch
officers;
d. Sends the list of destroyed cards to Manager card management 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.
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 Manager Card Management where the captured non-personalized cards
was issued through internal outlook;
e. Receives the information and sends to the respective branch;
f. Sends debit cards to issuing branches and personalized pre-paid cards to Manager Card
Management; 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, if the customer fails
to collect her/his card he/she destroy the card and sends the list of destroyed cards to
Manager Card management for blacklisting.
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11.11 Handling of Lost and Found items in the Branch

a. Requests Manager District Operation and Logistic 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.
a. Registers the lost and found items on the register book and hands over to the Manager
Branch Business to keep it locked;
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.
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.

The Senior Branch Controller/Branch Controller 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 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;
197

c. Retrieve blocked amounts and accounts from the core banking system and checks its execution
as per the instruction, proper follow-ups 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 the procedure and reports to the Manager
Branch Control 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.
CHAPTER TWELVE
Branch Internal Control
12.1 User Activity Control
The Manager Branch Internal Control/Senior Branch Internal Control

198

a. Extracts/downloads user related activity reports from control tools for checking daily;
b. Checks the following user activity control reports on daily basis to identify and monitor
suspicious user activities;
i. New user created or modified;
ii. All password reset in the branch;
iii. User who login outside from his /her domain Branch/Unit;
iv. User who login multiple times from different geographical locations.
c. Analyzes suspicions user activities for which valid justifications are not given by the branch
and send report in writing to Manager District Internal Control on daily basis for further
analysis and action;
d. Receives suspicious customer related activities from Transaction Control Department at
center/Manager District Internal Control, request justification from the branch/make further
analysis and sends the closed and open cases back to District Internal Control for further
action;
e. Prepares a monthly summary report on the status of suspicious user related activities and
sends to district internal control and copy to Branch Manager;
12.2 Customer Related Control
a. Extracts/downloads customer related activity reports from control tools for checking daily;
b. Checks the following control reports to identify suspicious customer related activities on:
a. New created /modified customer;
b. New created or modified customer that is not inputted and authorized within same
branch;
c. Customer record deletion is done by unauthorized person;
d. Customer record reversal made on a given business day;
e. Alert is not attached for the new customer on the same date;
199

c. Analyzes suspicions customer related activities for which valid justifications are not given by
the branch and send report to Manager District Internal Control on daily basis for further
review and subsequent action;
d. Receives suspicious customer related activities from Transaction Control Department at
center /Manager District Internal Control, request justification from the branch/make further
analysis and sends the closed and open cases back to District Internal Control for further
action;
e. Prepares a monthly summary report on the status of suspicious customer related activities
and sends to district internal control and copy to Branch Manager;
12.3 Account Related Activity Control
a. Extracts/downloads account related activity reports from control tools for checking
daily;
b. Checks the following control reports to identify suspicious account related activities
on:
i. New created /modified account;
ii. Newly opened account is not captured on the same date;
iii. Posting restrictions made while new accounts opened;
iv. Appropriateness of positing restriction made on existing accounts;
v. Appropriateness of account status change;
vi. Account limits attachments made by unauthorized person.
c. Analyzes suspicions account related activities for which valid justifications are not
given by the branch and sends report to Manager District Internal Control on daily
basis for further review and subsequent action;
d. Receives suspicious account related activities from Transaction Control Department
at center /Manager District Internal Control, request justification from the
branch/make further analysis and sends the closed and open cases back to District
Internal Control for further action;
200

e. Prepares a monthly summary report on the status of suspicious customer related

activities and sends to district internal control and copy to Branch Manager.
12.4 Financial Transaction Control
a. Extracts/downloads financial transaction related activity reports from control tools

daily for checking;
b. Checks and review the reports to identify the following types of suspicious financial
related activities;
i. Transaction that is committed without the limit of the user as per branch
banking procedure.
ii. Self-deletion of transactions.
iii. Self-authorization of transactions above the limit
iv. Self-reversal of transactions.
v. Transaction amount that is significant (abnormal) against customer account
statement or doesn’t show similar pattern in amount and frequency.
vi. Transaction performed during out of business hour or holidays
vii. Transaction effected from the account marked as inactive with significant
amount
viii. Transactions effected from accounts modified (status change, name change,
signature…)
ix. Transaction that is effected different from system date or value date.
x. Income and expense account with significant amount/abnormal transaction.
c. Analyzes suspicions financial transactions for which valid justifications are not given
by the branch and sends report to Manager District Internal Control on daily basis for
further review and subsequent action;
d. Receives suspicious financial transactions from Transactional Control Department at
center /Manager District Internal Control, request justification from / the branch make
201

further analysis and sends the closed and open cases back to District Internal Control
for further action;
e. Prepares a monthly summary report on the status of suspicious customer related
activities and sends to district internal control and copy to Branch Manager.
12.5 Mobile, Internet and Card Banking users registration, profile creation and transaction
control
a. Extracts/downloads user registration and profile creation related activity reports from
control tools on daily basis;
b. Reviews the reports to check:
i. Mobile/Internet banking registration is as per the customer request;
ii. Customer personal mobile number registered or for Mobile banking service is as
per the customer request and/or presence of customer by referring customer table
history in T24 and EDRMS, as applicable;
iii. Customer personal mobile number or email address registered for Internet
banking service is as per the customer request and/or presence of customer by
referring customer table history in T24,4tress authentication console and EDRMS,
as applicable;
iv. The registered User profile has the correct account number/s, user type and user
privilege access for corporate Internet banking customer’s request;
v. The registered payment card profile (debit card or pre-paid card) account
association is valid or done as per customer’s request, by referring the customer
request.
c. Downloads/receives ATM, POS, Mobile banking and Internet Banking transactions of the
branch and checks transaction amount that is significant (abnormal) against customer
account statement or doesn’t show similar pattern in amount and frequency on ATM, POS,
Mobile banking and Internet Banking;
202

d. Analyzes suspicions ATM, POS, Mobile banking and Internet Banking transactions for
which valid justifications are not given by the branch and sends report to Manager District
Internal Control on daily basis for further review and subsequent action;
e. Receives suspicious ATM, POS, Mobile banking and Internet Banking transactions from
Manager District Internal Control, request justification from the branch/make further
analysis and send the closed and open cases back to District Internal Control for further
action;
f. Prepares a monthly summary report on the status of suspicious customer related activities
and sends to district internal control and copy to Branch Manager.
12.6 KYC Control

a. Extracts new account opened from system on daily basis and checks completeness of KYC
information captured, produce report and send to Branch Manager for correction
b. Reviews the branch customer due diligence activities and updating of customer KYC
information on regular basis by banking business team;
c. Receive and review unauthenticated accounts from Management Information System,
identify unauthenticated accounts within 15 days after the account is opened, forward to
Branch Manager for justification;
d. Forward new account opened document pending authentication beyond 15 days status
every month to District Internal Control;
e. Reviews the KYC process at branch level, identify gaps, forward to District Internal
Control and copy to Branch Manager for rectification;
f. Receives gaps identified on KYC process from Operational Control-KYC unit at
center/District Internal Control, forwards to Branch Manager for improvement and follow-
up till the case/s are closed.
12.7 AML reporting control

203

a. Receives/downloads incomplete AML cash transaction report from Transaction Control –

AML/ATF unit at center/ District Internal Control;
b. Forwards the incomplete AML transaction to Branch Manager to fill incomplete/wrong
customer information;
c. Sends the completed AML Cash transaction report to Transaction Control –AML/ATF unit
at center/ District Internal Control;
d. Ensures suspicious transactions are reported to Transactional control department by
performers involved in transaction originations/ authorization;
e. Report a suspicion of money laundering or its predicate offences, and terrorism financing
identified by the branch internal control team to Transactional Control Department.
12.8 Access Control
The Manager Branch Internal Control
a. Receives new user creation request from the Branch Manager, validate the request and send
to Information Access Control Department by mail;
b. Receives user role change request, checks and modify the role on the system and keep the
request form under her/his custody;
c. Receives password reset request from performers using the standard form, reset on the
system and keep the request form under her/his custody;
d. Identifies suspicious access related activities and report to Information Access Control
Department at center on daily basis.
e. Prepares a weekly summary report on the role change and password reset to District
Internal Control to compile and send to Information Access Control at center and copy to
Branch Manager.
12.9 Fraud reporting and Ethics
204

a. Reviews fraudulent cases identified in the process of transaction

checking/reconciliation/ or reported by customer/other staff, and report to Fraud
Investigation department at center;
b. Share fraud reporting hotlines to branch staff to report suspected corruption, fraud,
collusion, coercion, obstruction, money laundering and financing of terrorism;
c. Checks receiving and reading of the bank’s code of conduct booklet by all employees in
the branch;
d. Reports violation committed on the bank code of conduct by the branch staff and report
to the District Internal Control for further action;
e. Follow-up filling of the asset registration form that is send to particular employee on
time and send to District Internal Control;
12.10 Other Issues
a. Ensure all day to day activity performed in compliance with rules and regulation;
b. Measures the SDTs of all branch activities (like account opening, selling of alternative
channels, delivery of produced cards, collection and payment services and other services) and
compile the data and forward to Manager Internal Control at district on monthly basis by
copy to Branch Manager;
c. Checks all suspense accounts and their reconciliation status , are timely settled and GL have
a normal balance, and reports to Internal control at district and copy to Branch Manager
monthly for any variation ;
d. Checks that ATM, POS and CBE Birr transactions are reconciled daily and report status to
Manager Internal Control at district Monthly;
e. Check cash holding limit of the branch and each Performers every time and report to
Manager Internal Control at district Monthly ;
f. Identifies any operational risk and communicate to Manager Internal Control at district
and copy to Branch Manager annually;
205

g. Checks the physical asset tagging and recording, utilization, maintenance is done properly
and report to Manager Internal Control at district and copy to Branch Manager semi
annually.
h. Report summarized findings monthly on standard reporting formats to Manager Internal
Control at district and copy to the Branch Manager.
13. REPEAL
All procedures issued by former CATS and E-payment processes and other related
directives/memos are all repelled and replaced by this procedure.
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 control 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
206

Officer/President.
Ato Bacha Gina
______________________________
March, 2019
207

Commercial Bank of Ethiopia: Branch Banking Procedure

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COMMERCIAL

Branch Banking Procedure

2.3.3 Fixed Time Deposit Contract Maintenance ..................................................................... 29

Branch Banking Procedure

2.11.1 Developing CRM Strategy and Implementation ......................................................... 53

Branch Banking Procedure

3.2.1 Collection through Cards on POS and ATM Machines.................................................... 76

Branch Banking Procedure

4.2. Payment through Digital Banking Channels ......................................................................... 104

Branch Banking Procedure

Branch Banking Procedure

7.6 Additional/Secondary Card Request ................................................................................. 135

Branch Banking Procedure

8.6 POS Merchant Contract Termination............................................................................... 152

Branch Banking Procedure

BOND MANAGEMENT ................................................................................................................... 177

Branch Banking Procedure

11.8.3 ATM / Vault Combination Code Change ...................................................................... 194

Branch Banking Procedure

Annex 1- Hand Book on Customers Classification, Features of Products, Digital Banking

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

Branch Banking Procedure

ATM Automated Teller Machine

Branch Banking Procedure

Branch Banking Procedure

1.2 Definition of Terms and Concepts

Branch Banking Procedure

Branch Banking Procedure

Branch Banking Procedure

Branch Banking Procedure

1.3 Objectives of the Procedure

The primary objectives of this procedure are to:

a. Ensure standardization and quality in Branch Banking;

Branch Banking Procedure

1.4 Scope of the Procedure

1.6 The Structure of Business Sector

Branch Banking Procedure

Director -Quality Director-Rresource

Branch Banking Procedure

Director-Cash Director-Conventional Director-

Branch Banking Procedure

Manager--District Manager Internal

District Legal Service

Branch Banking Procedure

Manager Branch Manager Branch Control

Bank Trainee DigtalBanking Officer

Grade III Branch

Branch Banking Procedure

Manager Branch Manager Manager Branch

Branch Banking Procedure

Manager Branch Manager Branch Control

Senior Banking Operation Senior-Banking

Branch Banking Procedure

Manager Branch Manager Branch

Banking Digtal Banking

Junior Officer Banking