PCBL - Prime Cash (ATM)

Prime Commercial Bank ATM Card
"Prime Cash"
Launched in August 2003
First three months for all as a marketing strategy
Gold --- 300 issuance fees (same annually)
Silver --- 100 issuance fees (same annually)
24 hrs withdrawal limits
Gold --- 25000
Silver --- 10000
SWITCH
MNET 17 banks Owned by MCB
1 Link 13 banks Owned by ABN AMRO
On march 1st, 2005 first both switches will join hands, resultantly both
the switched participants banks cardholders can operate/ transect on
both switches
Both the switches charge from participant banks except their own
card holders
Fee variation
Financial transaction 20 to 40 rupees
Non financial transaction 10 to 20 rupees
Volume --- In very short span of time 1year and 5 months 12000 +
account holders have PCBL ATMs in total of 85000 Account holders
Pin number consist of 4 digits
If pin code has been entered wrong three time, the machine will
capture the card
Functions Available
Cash withdrawal
Balance Inquiry
Mini statement (Last 10 statements)
Pin Change
Marketing
From the date of launching it was free till Dec 31st, 2003 for
every account holder but there is no compulsion
ATM is a banking facility outside bank mortar walls
ATM application form
Processing time = 4 working days
Customer ----- Branch ----- Fill application form ---- Branch scrutinized
Minimum balance = 5000 Rupees
Size of account / Volume (no. of transactions) on these bases branch

recommend card centre that which card should be issued
Salient features:
 Following services are available on "Prime Cash"
o Cash withdrawal
o Account Balance inquiry

"Prime Cash" is acceptable on M-NET ATMs of participating
member Banks:
 Muslim Commercial Bank
 Standard Chartered Bank
 Citibank
 HSBC
 AMEX
 Faysal Bank
 Bank of Khyber
 Saudi Pak Bank Limited
 Metropolitan Bank Limited
 Credit Agricole *
 First Woman Bank *
 Mashreq Bank *
 KASB Bank *
 Deutsche Bank *
 NDLC - IFIC (NIB) *
* Banks that are in the process of testing and will be operational shortly
ATM Service
Enjoy fast and convenient banking round the clock
The Standard Chartered ATM Card is also the Standard Chartered Debit Card. By using
one card for both purposes, we save you from carrying around extra weight in your
wallet. With our ATM card, you can bank 24 hours a day - 365 days a year. Enjoy a host
of banking services including cash withdrawals, deposits, balance enquiries, statement &
chequebook requests, funds transfer, PIN changing facility and more. With a network of
over 200 ATMs, Standard Chartered provides you with the highest standards of banking
service round the clock.
Cash Withdrawal
You can withdraw cash 24 hours a day 7 days a week. Apply for your daily cash
withdrawal limit from your branch depending on your requirements.
Make a withdrawal at an ATM
You can access your account from a Standard Chartered ATM or any other ATM
displaying the 'MNET' or '1-Link' logo.
How to make a withdrawal
The Standard Chartered ATM Card is also the Standard Chartered Debit Card. By using
one card for both purposes, we save you from carrying around extra weight in your
wallet. With our ATM card, you can bank 24 hours a day - 365 days a year. Enjoy a host
of banking services including cash withdrawals, deposits, balance enquiries, statement &
chequebook requests, funds transfer, PIN changing facility and more. With a network of
over 200 ATMs, Standard Chartered provides you with the highest standards of banking
service round the clock.
 Insert your card in the card slot provided. Enter your ATM PIN number
 The ATM screen will provide you with a number of options
 Select "WITHDRAWAL" or "FAST CASH" option
 Enter or select the required amount
 Now press "ENTER" or "OK" key to complete the transaction
 Take your Card, Cash and receipt
You can apply for a daily cash withdrawal limit from Rs. 15,000 to Rs. 50,000, based on
your needs.
Cash or Cheques Deposits
You can deposit cheques at selected Standard Chartered ATMs. Simply use the secure
deposit envelopes.
Special Instructions
You can also use deposit envelopes to submit instructions to the bank regarding your
account.
Mini Statement
Our ATMs will provide you an instant mini-statement of your last 10 transactions.
Cheque Book Request
Apply for a chequebook with the push of a button.
Statement Request
You can request a statement from any of our ATMs.
Funds Transfer
You can transfer funds from one account to another, within the same relationship. Up to
3 accounts can be linked with your ATM card.
PIN Changing Facility
Your ATM lets you change your Personal Identification Number (PIN). Regularly change
your PIN to ensure secrecy.
Eligibility
You can apply for an ATM Card if you maintain a Standard Chartered Pak Rupee Current
or Savings account. Joint account holders, with either signatory authorized to operate
the account, can also apply for an ATM Card. A further supplementary card can also be
issued to the second account holder.
MNET- the new way to greater convenience and accessibility

You can now access your account from more than 200 additional ATMs across Pakistan.
Just look for any ATM bearing the MNET sign for 24-hour accessibility and superior
convenience.
For more information on ATM Cards, visit your nearest Standard Chartered branch call
111-002-002 or e-mail Ask.Us@pk.standardchartered.com
ATM/Debit/CDM
Terms & Conditions
By requesting Standard Chartered Bank (referred to hereinafter as 'the Bank') to issue a

Automated Teller Machine (ATM) Card which can be used at Point of Sale Terminals as a
Debit Card ("Card") each person so doing ("Holder") in consideration of the Bank making
available to the Holder such Automated Teller Machine ("ATM") facilities, Cash Deposit Machine
("CDM") facilities and Point of Sale Terminal ("POS") facilities at such location as may be
decided by the Bank from time to time ("ATM facilities") ("Merchant") the Holder of the Card
agrees to be bound by the following terms & conditions in addition to the terms and conditions
applicable to Bank Account(s)
1. To regard the Card as property of the Bank and to surrender it unconditionally and
without reservation upon demand, without requiring any reason.
2. Bank will charge a fee on issuance of the ATM/ Debit Card as per the Schedule of
Charges as modified and amended from time to time by the Bank
3. Bank will charge an annual fee as per the Schedule of Charges whether or not made with
the Holder's knowledge.
4. The Holder shall be bound by all transactions which are undertaken at the ATM & POS by
any person using the card whether with the permission or consent of the Holder or
otherwise. It is specifically agreed that the Holder shall be liable for the utilisation of the
card not only by such persons as may have specifically authorized by it but also such
other persons who have with the permission or consent of the owner or otherwise, obtain
the possession of the card.
5. To ensure safety and secure possession of the card by the Holder at all times and restrict
the use of the Card solely by the Holder as it is not transferable.
6. Not to use the Card after any notification of its cancellation or withdrawal has been given
to the Holder by the Bank.
7. Not to disclose to any person at any time and under any circumstances, the Personal
Identification Number (PIN), which the Bank may provide the Holder from time to time at
the risk of the Holder.
8. To notify the bank immediately should the Card be lost or stolen, should the PIN be
disclosed or if the Holder suspects that the Card has been used in a manner not
authorized in terms thereof.
9. To be liable for all withdrawal/ transfers/ transactions in respect of the Card until 48
(forty eight) hours after effective notification to the Bank of the card being lost/stolen or
the PIN being disclosed.
10. At no time to use or attempt to use the Card for a withdrawal or transfer or transaction
unless there are sufficient funds in Holder's account/account(s) designated in the
application for issuance of the Card ("Holder's account"(s) and unless such withdrawal/
transfer/ transaction does not exceed the per day per transaction withdrawal/ transfer
limits which may be prescribed by the Bank from time to time. If for any reason the
Holder's account(s) get overdrawn by the use of the Card, the Holder authorises the bank
to charge and debit markup/ administrative charges and/ or service charges at the rates
prescribed from time to time on the amount so overdrawn. The Holder shall be
responsible for immediately making reimbursements to the bank for the overdrawn
amount together with applicable markup / administration charges, whether or not any
demand is made by the Bank.
11. To accept the Bank is irrevocably authorised to debit the amount of all withdrawal(s),
transfer(s) and / or other transactions through the Card and all Bank charges applicable
to the use of the Card to the Holder's account(s) with the Bank, whether or not made with
the Holder's knowledge or authority. It is the duty of the Holder to check on the prevailing
rates of respective charges levied bu the Bank. In case the Holder's account(s) does/do
not have sufficient funds for any reason, the Bank will have the right to setoff any credit
balance/ proceeds of instruments or other items of the Holder available with the Bank.
12. To accept the Bank's record of all withdrawals, transfers and deposits and transactions
as conclusive and binding for all purposes. To further accept that any transaction
information appearing on the Printout issued by the ATM to the Holder shall not constitute
any receipt or acknowledgment by the Bank or evidence of the correctness of the
transaction but merely a memo based on Holder's instructions. In the event of the
Holder's disputing any transaction through the Card the Bank will not be liable to disclose
its internal records to the Holder, and a certificate of the correctness of the transaction by
the Bank shall be accepted as conclusive and final by the Holder.
13. To accept that any cash or cheque deposited through the ATM/ CDM with the use of the
Card is entirely at the risk and responsibility of the Holder and is subject to verification
and implementation by the Bank. The Holder accepts the cheques deposited through the
ATM/ CDM may be sent for collection/ clearance upto two clear working days after
deposit and the Holder's account(s) will only be credited after realization. It shall be the
responsibility of the Holder to ascertain and verify that the Holder's instruction have been
implemented accurately. Any discrepancy shall be notified within 72 hours of the effective
time of the transaction, falling which the transaction shall be deemed to be accepted by
the Holder as correct.
14. To immediately return the Card for cancellation should the Holder's account(s) be closed.
15. To acknowledge that the amount stated on the ATM/ POS screen or printed enquiry/
transaction slip shall be for any purpose whatsoever be taken as conclusive of therefore
of the Holder's account(s) with the Bank.
16. To accept that any other branch, subsidiary or affiliate of the Bank shall not be
responsible or liable for any of the Bank's liability or obligation hereunder or for the
Bank's failure to meet the Customer's withdrawal demands arising from any cause
whatsoever whether or not beyond the control of the Bank. Without limitation to the
generality of the forgoing, the Bank shall not be liable for any act, errors, neglects or
defaults, actions or omissions, insolvency or failure in business of any of the Bank's
correspondents, subagents or other agents or of their employees.
17. Not to hold the Bank responsible for any inconvenience, loss, damage or embarrassment
suffered by the Holder due to mal-functioning or non-operation of the ATM/ POS or if the
Card is not honoured/ accepted for any reason whatsoever or if the Card is retained by
the ATM/ CDM.
18. To accept that the bank may suspend or withdraw the ATM/ POS facilities from the Holder
and cancel the Card at any time without assigning any reason thereof and without
affecting the Holder's liabilities and obligations to the Bank. The Holder accepts that no
prior notice will be required to be given by the Bank for such suspension / withdrawal/
cancellation. Retention of the Card by the ATM or refusal of the ATM/ POS to honor
instructions through the Card shall be construed as a withdrawal/ cancellation until
confirmed otherwise by the Bank upon enquiry of the Holder.
19. To accept that all transactions made with the Card shall be binding on joint account
holders jointly and severally.
20. The Bank reserves the right to destroy the ATM Card(s) if not collected within 1 (one)
months from date of issue.
21. The Services shall not be available in respect of a joint account, which requires two or
more individuals or authorised signatories to jointly give instructions relating to that
account. The Services shall be available in respect of a joint account, which has two or
more individual or authorised signatories, and any one individual or authorised signatory
thereof can give instructions relating to that account. In the latter situation the Bank, will
issue the ATM Card to the individual or authorised signatory who first applies for the
same to the Bank.
22. The Services shall be available in respect of an account held by a sole proprietorship and
the Bank will issue the ATM Card to the sole proprietor thereof who applies for the same
to the Bank.
23. The duty of confidentiality, if any, of the Bank to the Customer will not be breached by the
Bank disclosing the status of an account or the balance in an account or any other
information pursuant to the provision of any services and/or terms & conditions relating
thereto.
24. Not to hold the Bank responsible for any inconvenience, loss, damage or embarrassment
suffered by the Holder due to malfunctioning or non-operation of the Mnet/ 1-Link ATMs
(shared ATMs through switch) or if the Card is not honored / accepted or if the
customer account debited and cash not disbursed or disbursed short for any reason
whatsoever or if the Card retained by the Mnet/ 1-Link ATMs. In case the claim proves
to be fake after investigation, Customer will be charged a fee decided by the Bank.
25. In case if with the use of the Card at Mnet/ 1-Link ATMs, Holder's account is debited and
cash not disbursed or disbursed short, Customer will submit a claim for the respective
transaction/ amount with the Bank and the bank will reverse the claimed amount only
after verification of such transaction / amount from the Mnet/ 1-Link and respective bank
whose ATM was used.
26. To accept that in case if with the use of the Card at Mnet/ 1-Link ATMs, ATM dispensed
cash but customer account is not debited, the Bank is irrevocable authorised to debit the
amount of withdrawal and all Bank charges applicable to the use of Card to Holder's
account with the Bank, whether or not made with the Holder's knowledge or authority. It is
the duty of the Holder to check on the prevailing rates of respective charges levied by the
Bank. In case the Holder's account(s) does/ do not have sufficient funds for any reason,
the Bank will have the right to setoff any credit balance/ proceeds of instruments or other
items of the Holder available with the Bank.
To accept that a fee (as given in the Schedule of Charges) will be charged on all
transactions performed on Mnet ATMs that includes all ATMs of Mnet and 1-Link member
banks.
COPYRIGHT © STANDARD CHARTERED PLC 2004. ALL RIGHTS RESERVED.
Inter-Switch Connectivity – All Pakistan ATMs linked
The Governor State Bank of Pakistan, Dr Ishrat Hussain, inaugurated the inter
connectivity of the two ATM switches, MNET and 1 Link, at a ceremony held at SBP on
16th March. 2004. Addressing senior officials of the financial sector on the occasion, the
Governor SBP highlighted that with the inter switch connectivity, ATM / Debit card
holders of any bank can now access their accounts for cash and account information from
the ATM of any bank in the country. He elaborated, with this inter-switch connectivity
subsequent to banks joining either of the two switches earlier, the major milestones of the
SBP led ECH Task Force had been achieved and the financial sector has moved closer
towards achieving e- commerce framework in the country.
Mohammad Aftab Manzoor, President & CE Muslim Commercial Bank, on behalf of

MNET, said that MCB been investing over the years on not only to make the switch
platform more secure and robust but also enhance capability to handle higher volumes
and variety of transactions which will benefit the 18 member banks of MNET. Similarly,
other MNET member banks have also planned to install more ATMs to increase the ATM
strength of MNET he added.
Naved A Khan, the Country Representative of ABN AMRO and the Head of the ECH
Task Force thanked the Governor SBP and Heads of all Banks for supporting this
initiative of the ECH Task Force towards enabling Inter-Switch Connectivity. On behalf
Of 1 Link, he added "An efficient electronic payment system like 1 Link Switch plays a
central role in country’s infrastructure, both in terms of financial stability and facilitating
transactions among consumers. The banking industry in Pakistan is undergoing a sea
change of activities and is moving into a concentrated approach of networking through
automation between Banks. The connectivity of the two Switches is a giant step in this
regard. With the combined strength of both Switches with approximately 600 ATMs, our
mutual customers can now access any ATM in Pakistan and access their accounts.
Bank Alfalah through its commitment to provide superior and improved services to its valued
customers, has unveiled a nationwide network of ATMs. For your convenience, you now have
access to instantaneous cash availability, 24 hours a day, 7 days a week.
Our ATM network is geared up to exploit the latest technology, and is equipped to meet the
highest standards of security and efficiency.
With your new Hilal Card card you can now:
Withdraw Cash
Use our convenient, user-friendly fastcash option
Make a Balance Inquiry.
Get an instant printout of your account balances
Get a printout of your last transactions (Mini-statement) on the spot.
Change your PIN (Personal Identification Number).
Bank Alfalah is pleased to introduce 27 state of the art ATMs, deployed at the most convenient
and accessible locations. Bank Alfalah is a founder member of the 1-Link Switch, thus making a
countrywide network of ATMs available.
You can apply for Alfalah Hilal Card just by visiting any Bank Alfalah branch or right now by
downloading HilalCard Application form.
MNET enables all the member banks to share their electronic networks. This means customers of
all member banks can use each other's ATMs. ATM machines of MNET member banks accept
cards issued by Muslim Commercial Bank, Citibank, Standard Chartered, HSBC, Bolan Bank,
Credit Agricole, Bank of Punjab, Prime Commercial Bank, Saudi Pak Bank Limited, Habib Bank
AG Zurich, Metropolitan Bank, Bank of Khyber and American Express. MNET customers can use
over 600,000 ATMs worldwide that carry the logo and shop at over 5 million outlets that
carry the logo.
ATM BANK
ALFALAH
THIS DOCUMENT PROVIDES GUIDANCE AND IS EXCLUSIVELY FOR USE BY THE STAFF
MEMBERS OF
BANK ALFALAH LIMITED. ANY ACT OF DIVULGENCE SHALL BE VIEWED VERY SERIOUSLY
AND SHALL
WARRANT DISCIPLINARY/PENAL ACTION.
MANUAL
Systems & Operations Division
Date Revision No.: 0 Issue No.: 1 Page 1 of 10
BANK ALFALAH LIMITED ATM MANUAL
(POLICIES)
S. NO. CONTENTS PAGE #.
1. Introduction 2
2. Scope of Activity 2
3. Eligibility Criteria 2
4. Cash Withdrawal Limit 3
5. Card Approval 3
6. Application processing 3
7. Input of Customer information 4
8. Card & Pin issuance 4
9. Card Activation 5
10. Card Production 5
11. Damaged Cards 5
12. Pin Generation 6
13. Cards reported lost 6
14. Fresh Pin issuance. 6
15. Retained Cards 7
16. Reconciliation (Inter branch transactions) 7
17. Physical cash Verification, Balancing and Differences 8
18. Start of Day & Cash Replenishment 8
19. ATM Records 9
20. ATM Card Management & Control 9
21. Security & Safe keeping of Keys & Combinations 10
Hierarchy
THIS DOCUMENT PROVIDES GUIDANCE AND IS EXCLUSIVELY FOR USE BY THE STAFF MEMBERS OF BANK ALFALAH
LIMITED. ANY
ACT OF DIVULGENCE SHALL BE VIEWED VERY SERIOUSLY AND SHALL WARRANT DISCIPLINARY /PENAL ACTION.
(POLICIES)
1. INTRODUCTION:
1.1 This section deals with the policies relating to Automated Teller Machines
(ATM).
1.2 The ATM is envisaged to be a major point of contact between the Bank and
the customer
and the required customer service standards must be maintained.
2. SCOPE OF ACTIVITY
2.1 The ATM handles a set of typical customer transactions that were hitherto
handled at the
Branch counter. For all of these transactions, customer should insert a magnetic
stripe card,
branded as 'Relationship Card’. This Network service will give its customers
access not only
to the Bank's ATMs but also ATMs of other Banks/Financial institutions, locally
or
internationally, where BAL has made such arrangements.
2.2 The under mentioned customer transaction types can be processed by ATM:
a) Balance Enquiry
b) Mini Statement
c) Pin change
d) Cash Withdrawals
e) Deposits - Cash/Cheque
f) Transfers
g) Service Requests - Statement/Cheque book
2.3 Customer will be provided with a set of Instructions, detailing the procedure
for obtaining
various services through ATM.
2.4 Temporary statement requests made through ATM will be processed as per
normal on line
print request for Temporary statement and will be mailed to customer. However,
the existing
statement cycle will not be affected.
2.5 Customer's PIN will be construed as authorization in lieu of Cheque Book
Requisition as
required for processing of cheque book requests.
2.6 Chequebook should be handed over to customer or authorized
representative at the branch
counters.
3. ELIGIBILITY CRITERIA
3.1 ATM cards will be issued to Individual and Joint Account customers
maintaining Pak Rupee
checking accounts relationship with the Bank like Savings, Current, Royal Profit
etc.
3.2 ATM Cards will be issued to following customer types, subject to Executive
Committee's
approval.
a) Individual and Joint account customers maintaining Current Account with an
approved
Overdraft facility.
b) Sole proprietary business account customers who have established a Current
account
relationship (including approved Overdraft facility) with the Bank.
LIMITED. ANY
(POLICIES)
3.3 ATM cards may also be issued to those customers who can read but cannot
write and
consequently cannot sign the Bank's documents. In such cases, the Branch
Manager will
approve issuance of ATM card after determining that the customer is capable of
operating
the ATM machine and maintaining confidentiality of PIN. Due care and caution
will be
exercised while issuing the card viz. the photograph of the customer must be on
branch
record and the right hand thumb impression of the customer on the ATM
application must
be witnessed by two employees of the bank and counter-signed by an Officer.
3.4 If only one of the joint account holders has a subsidiary account as well, his
card will be
operative for both accounts. However, the card of the second joint account
holder will be
restricted to the principal account only.
3.5 Upon receipt of a specific request, an additional card may be issued to a
Joint Account
customer against a joint application. In such cases, cash withdrawal limit should
be split
between the two cards.
3.6 Branch Manager is authorized to access ATM application and refuse the
same if it is not
according to the Bank's established criteria.
4. CASH WITHDRAWAL LIMIT
4.1 Systems & Operations Division Head Office will determine a standard limit
for cash
withdrawal through ATM in a day.
5. CARD APPROVAL
5.1 The Branch Manager should approve all ATM Card application forms.
6 APPLICATION PROCESSING
6.1 All applications for issuance of ATM Card(s) should be processed
expeditiously and copy of
duly approved application must be sent to Head - Card Production & Pin
Generation,
Systems & Operations Division alongwith covering letter for Card production.
6.2 The related Card & Pin for all approved applications should be available for
delivery to
customers within a maximum period of 10 working days from the date of receipt
of
application.
7. INPUT OF CUSTOMER INFORMATION
7.1 The respective branches should keep the original application with Account
opening
documents. Duly verified & approved copies of these applications should be sent
to Head -
Card Production & Pin Generation, Systems & Operations Division alongwith a
covering
letter signed by Manager Operations/Branch Manager.
7.2 Card Data for all branches will be entered at the ATM Card Centre, Head
Office.
LIMITED. ANY
(POLICIES)
7.3 Card Data will automatically transferred to Phoenix (through a menu
option). ITD-HO will
import the data into Phoenix data format.
8. CARD & PIN ISSUANCE
8.1 Branch Manager will Designate Regular (as well as Alternate) Card & Pin
Custodians. All
these custodianships and changes thereon must be supported by a formal memo
from the
Branch Manager. The acknowledgement of the custodians be evidenced on the
copy of the
memo and held in his personal record.
8.2 The Designated Card Custodian will be responsible for safe retention of
encoded/printed
cards from the time of their receipt from ATM Card Centre, Head Office till
delivery to the
customer.
8.3 The Designated Pin Custodian will be responsible for safe retention of PIN
Mailers for the
time of their receipt from ATM Card Centre, Head Office till delivery to the
customer.
8.4 The Designate relief/alternate Card & Pin custodians will take charge in the
absence of the
Regular Card & Pin custodians.
8.5 Pending delivery to customer, Pin mailers & encoded Cards will be held
separately by
respective custodians in fireproof cabinets.
8.6 Under no circumstances CARD and PIN mailers be held by the same
custodian. Card
and PIN should be delivered to customer separately by independent designated
Card and
PIN custodians.
8.7 Branch Manager will determine frequency at which Card and Pin Custodians
may be rotated.
8.8 Cards and Pins to be delivered to Customers by the respective custodians
after taking proper
acknowledgement by means of signatures duly verified by branch.
8.9 After delivery of ATM card and PIN, customer's application should be
attached to his AOD
held in Active Account Documentation file in the vault.
8.10 Cards and related PIN mailers held undelivered at branch level for more
than six weeks will
be treated 'Unclaimed' and should be destroyed/cancelled by respective
custodians under the
supervision of Branch Manager.
8.11 'ATM Card Destruction Form' (Annexure-II) must be filled out and forwarded to
Manager ATM
alongwith destroyed card for necessary action with a confirmation copy to Head -
Card
Production & Pin Generation, Systems & Operations Division for information only.
8.12 In case of joint accounts where the mandate for operations is “either or
survivor” the card
and the related PIN could be delivered to any one of the joint account holders.
The
acknowledgement of both/all account holders for receipt of card & PIN in such
cases is
considered not necessary.
8.13 The restriction placed on delivery of card and the related PIN to
third party, even
when authorized by the account holder remains unchanged.
LIMITED. ANY
(POLICIES)
8.14 Mis-printed &/or eligible PIN mailers will be returned to Head - Card
Production & Pin
Generation, Systems & Operations Division, alongwith a written request for a
fresh PIN
Mailer. The fresh PIN Mailer will be delivered to the PIN Custodian of the
concerned
branch upon acknowledgment.
8.15 Monthly, an officer designated by the Branch Manager will check the
number of cards issued
against the number of approved applications.
9. CARD ACTIVATION
9.1 ATM Cards will be issued to customers in De-Activated form.
9.2 Card Activation will be performed at Call Centre after verification of
customer's Address,
Phone number, Date of Birth, NIC number & Mother's maiden name
10. CARD PRODUCTION
10.1 Software required for ATM Card production will be centralized at ATM
Card Centre, Head
Office and should be password protected.
10.2 The Designated Incharge Card Production at Head Office will arrange to
deliver encoded
cards in sealed envelopes along with 'Newly Issued Cards' report to respective
Branch
custodian under his acknowledgement, in de-activated form
10.3 Incharge Card Production will be responsible for encoded CARDS from the
time of their
production till delivery to the respective branches.
11. DAMAGED CARDS
11.1 If a card is damaged during encoding/printing, Incharge Card Production
at Head Office
should cancel the card by cutting off part of the magnetic strip in the presence
of Head-Card
Production & Pin Generation.
11.2 Entry of damaged cards should be made in ATM Card Register under dual
signature.
11.3 All damaged cards will be replaced by a new card duly encoded.
LIMITED. ANY
(POLICIES)
12. PIN GENERATION
12.1 Software required for generation of Pins will be centralized at ATM Card
Centre and the
same will be password protected.
12.2 The Designated Incharge Pin Generation will arrange to deliver the PIN
mailers in sealed
envelopes along with covering letter and report to the designated PIN Custodian
at each
branch, against the custodian's acknowledgement.
12.3 Incharge PIN Generation will be responsible for PIN mailers from the time
of their
generation till delivery to the PIN Custodian of respective branches.
13. CARDS REPORTED LOST
13.1. Reported lost/stolen/misplaced card over phone at Call Centre should be
verified against
Address, Phone number, Date of Birth, NIC number & Mother's maiden name.
All such
requests received over phone must be subsequently confirmed in writing.
13.2. Immediately upon receipt of call, the Designated officer at Call Centre
must immediately
mark these cards as 'HOT' in the system. (Phoenix Terminal). Details of HOT
card must be
forwarded to respective Branch.
13.3. On a Daily basis, the Call Centre must circulate updated list of 'Hot Cards'
among all
branches.
13.4. If requested by customer in writing a new card will be issued in lieu of
card reported lost.
.
13.5. Systems & Operations Division Head Office will determine Reissuance fee
to be collected
from customer for reissue of ATM card. In exceptional cases, the Branch
Manager may, at
his discretion waive this fee.
13.6. Frequent requests for reissue of ATM card must be scrutinized by the
Branch Manager to
determine any specific pattern evolving for particular customer.
14. FRESH PIN ISSUANCE
14.1 A fresh pin may be issued on written request, if customer forgot the same.
Branch should
forward all such requests to Head-Card Production & Pin Generation Systems &
Operations
Division.
14.2 Delivery of fresh pin to customer shall be done after carrying out
verification procedures
stipulated for the initial delivery of pin.
LIMITED. ANY
(POLICIES)
15. RETAINED CARDS
15.1 ATM will retain card under the following situations:
a) Failures to enter correct PIN in 3 attempts.
b) Power failure during a transaction
c) Delay in retrieving ATM card upon ejects.
d) Card is recognized as a 'Hot Card'.
.
15.2 All retained cards reported 'HOT must be immediately destroyed.
Destruction should be
performed in the presence of Card custodian &, Branch Manager.
15.3 'ATM Card Destruction form '(Annexure-X) must be filled out and
forwarded to Manager
ATM alongwith destroyed card for necessary action with a confirmation copy to
Head-Card
Production & Pin Generation Systems & Operations Division for information
only.
15.4 Cards retained by ATM for any other reason should be returned to the
customer
(irrespective of the branch to which the card pertains) after carrying out
stipulated
verification procedures i.e. production of Retained Card receipt and/or proper
identification.
Signature verification of other branch customers can be performed via On-Line
module.
15.5 Retained cards of other branches, if not claimed by the customers within 7
days, should be
returned to Home Branch (where the customer maintains the account) against
acknowledgement.
15.6 Retained Cards not collected by the customers within 6 weeks of retention
should be treated
as 'Unclaimed' and should be destroyed/cancelled by card custodian under the
supervision of
Branch Manager.
16. RECONCILIATION (INTERBRANCH TRANSACTIONS)
16.1 Manager Reconciliation Department, on a daily basis, will perform
reconciliation of Inter
branch transaction through the 'Module' provided by IT Division.
16.2 System generated 'Interbranch Reconciliation' report must be generated
and reviewed by the
Manager Reconciliation on a Daily basis. Evidence of review must be
documented and kept
as permanent record.
16.3 Difference (if any) should immediately be reported to EI, Finance Division,
Manager ATM
and EI IT Division.
LIMITED. ANY
(POLICIES)
17. PHYSICAL CASH VERIFICATION, BALANCING AND DIFFERENCES
17.1 On a Daily basis, Manager Operation/Designated officer jointly with Head
Teller/Designated Teller must, at the start of the day, check/count physical cash
in ATM
and agrees the balance to Print Machine Sub-Total receipt. Also, the physical
cash must be
reconciled with the balance shown in 'Cash on Hand - ATM' in Bank's
application Prepare
'Daily ATM Cash position' (Annexure-I)
17.2 Once a fortnight, on an unspecified date, an Officer designated by the
Branch Manager,
other than the two custodians, will witness the checking.
17.3 Any differences in physical cash identified, as a result of the checks, should
be immediately
reported to the Branch Manager & Manager ATM at Head Office.
Simultaneously this
should be reported to EI, Audit EI, IT and EI, Systems & Operations Divisions.
18. START OF DAY & CASH REPLENISHMENT
18.1 At each branch, the Manager Operations or any other officer designated by
Branch Manager
jointly with Head Teller or any other teller designated by the Branch Manager
should
undertake following activities:
a) Supervisory Transaction
b) Cash Balancing / Reconciliation
c) Cash Replenishment (if necessary)
18.2 Daily cash requirement of ATMs will be met by loading relevant currency
cassettes for
dispensing notes of various denominations specific to the ATM.
18.3 Separate account ledger entitled 'Cash in hand - ATM' must be opened to
reflect cash held in
ATM.
18.4 The designated joint ATM Custodians should carry out opening of Currency
and Divert
Cassettes for purposes of reconciliation and replenishment in a secured area.
18.5 Extreme caution must be exercised during cash replenishment and it must
be ensured that
the denominated currency cassettes are correctly placed.
18.6 Under no circumstances the positions of the cassettes be
interchanged.
18.7 Branch Manager will also designate relief/alternative Officers who will
perform the duties of
ATM Operation during the absence of regular designated officer(s).
LIMITED. ANY
(POLICIES)
19. ATM RECORD
19.1 'Daily ATM Cash Position' (Annexure-I) report should be retain as
permanent record with
the Teller responsible for ATM Cash.
19.2 The 'Print Machine Sub-Totals' receipt obtained at the end of supervisory
transactions from
ATM application will be used for cash reconciliation with balance shown in
'Cash in Hand -
ATM' in Bank’s application.
19.3 All printouts resulting from ATM transactions (Print Machine Sub-Totals,
Balancing
Terminal and Daily Journal) will be treated as primary records and accorded the
same
protection.
19.4 At start of day, the Joint ATM Custodians should ensure that the journal
printers and receipt
printers have adequate paper rolls and printer ribbons are in order.
20. ATM CARD MANAGEMENT & CONTROLS
20.1 Blank ATM cards should be effectively controlled at three stages as follows:
a) When the ATM Card Bulk stock is received at Head Office.
b) At the time of transfer from ATM Bulk stock at HO to the ATM Card Centre at
HO i.e. working float.
c) At the time of utilization i.e. encoding and printing at ATM Card Centre, HO.
20.2 The complete stock of blank cards for all branches will be held in a
fireproof steel cabinet
under dual control. Two designated officers at Head Office will control the blank
cards. An
ATM stock register covering all IN/OUT entries will be maintained. And kept in
a fireproof
cabinet.
20.3 Receipt of blank cards from Supplier should be recorded in the ATM Card
Bulk Stock
register and signed by both custodians. This register will also serve as the
record for transfer
of cards to working stock at ATM Card Centre at Head Office.
20.4 At the end of the day, a designated independent Officer should reconcile
the working stock
on hand against balance shown in 'ATM Card Issue Register'. The number of
printed cards
should be reconciled with the number of 'Newly Issued Cards' report. Any
missing card
should be recorded and promptly referred to ATM Card Centre, EI, Systems &
Operations
Division, Head Office. Investigation of missing cards must be undertaken
immediately.
20.5 Monthly, on an unspecified date, an independent designated Officer will, by
reference to
'Issued Cards' report, check the number of cards issued for that month against
the number
indicated in ATM Card Issue Register. Evidence of checking must be
documented.
20.6 Quarterly, on an unspecified date, surprise check must be conducted by a
designated officer,
independent of Card Centre, to ensure that no card is missing. Bulk Stock,
Cards Issued,
Cards pending delivery, Card destroyed/damaged must be reconciled to ensure
no card loss.
20.7 Any difference must immediately be reported to the Executive Incharges IT,
Audit and
Systems & Operations Divisions.
LIMITED. ANY
(POLICIES)
21. SECURITY & SAFE KEEPING OF KEYS AND COMBINATIONS.
21.1 Key for Supervisory Panel, Supervisory Password and Combination of the
Safe Door should
be assigned to the Manager Operation or an officer designated by the Branch
Manager.
21.2 Key for the Safe door should be assigned to Head Teller or Teller
designated by the Branch
Manager.
21.3 The branches should record the assignment of Keys & Combinations in the
key register. The
key register be updated with any changes in the custodianship.
21.4 All Custodial assignments and the changes thereon are supported by a
formal memo from
the Branch Manager. The acknowledgement of the custodians be evidenced on
the copy of
the memo and held in his personal record.
21.5 The Manager Operations or Designated officer should change the
combination on a monthly
basis.
21.6 The duplicate keys & the current combination of the Safe door should be
placed in a sealed
envelope under safe custody. These should only retrieved with the authorization
of the
Branch Manager.
21.7 The Branch IT Officer should not be involved in any ATM activity.
LIMITED. ANY
(PROCEDURES)
S. NO. CONTENTS PAGE #.
1. Application processing 2
2. Centralized ATM Card Production & Pin Generation 3
3. Receipt of Cards and Pins 6
4. Delivery of Cards and Pins to Customer 7
5. Card Activation 8
6. Reported lost cards 9
7. Retained cards 10
8. Fresh Cards issuance 12
9. Cancellation of ATM Cards 13
10. Start of day procedures & cash replenishment 14
11. Card Management and Control 18
LIMITED. ANY
(PROCEDURES)
APPLICATION PROCESSING
(AT BRANCHES)
S.No Description Responsible Person
1.1 Receive completed ATM application form (Annexure-XI) for
issuance of ATM Card from customer
DESIGNATED OFFICER
1.2 Check that the account number, name and type of account are
correctly stated on the application. Check the status of the account
to ascertain that customer qualifies for issue of ATM card.
DESIGNATED OFFICER
1.3 Verify customer’s signature on ATM application against Specimen
Signature Card (primary as well as all secondary accounts) and initial
in the ‘Signature Verified’ box. Handover application to Branch
Manager for approval.
DESIGNATED OFFICER
1.4 Scrutinize application. If in order, approve application. If not in
order, indicate ‘Rejected’ on application.
BRANCH MANAGER
1.5 If an application is rejected, advise customer and handover rejected
application to designated officer.
If unable to contact customer, advise designated officer to prepare
Rejection Letter.
DESIGNATED OFFICER
1.6 Prepare Rejection Letter. Obtain Branch Manager’s signature and
release it for dispatch.
DESIGNATED OFFICER
1.7 Attach copy of Rejection Letter (if applicable) to application and
file in ‘ATM Declined Applications’ file in account number order.
DESIGNATED OFFICER
1.8 Enter details of all approved applications in ATM application
register, make photocopies, attest & affix branch stamp and
forward the photocopy of ATM application forms to Head-Card
Production & Pin Generation, HO with a covering letter signed by
Manager Operations/Branch Manager.
DESIGNATED
OFFICER
1.9 File original ATM Approved Applications’ and place it in the
fireproof cabinet.
DESIGNATED
OFFICER
LIMITED. ANY
(PROCEDURES)
CENTRALIZED ATM CARD PRODUCTION & PIN GENERATION
(AT HEAD OFFICE)
CARD PRODUCTION
2.1 ATM Card Production software is placed in secured area, protected
with unique password.
INCHARGE
CARD PRODUCTION
2.2 Receive sealed envelope containing photocopies of ATM
Applications from branches under covering letter. Scrutinize &
Forward the same to Incharge Card Production. .
HEAD
CARDS & PINS
2.3 Receive photocopies of ATM applications from Head-Cards &
Pins. Input data of the respective branch.
INCHARGE
CARD PRODUCTION
2.4 Ensure the accuracy of the data input with the ATM applications
before production of the Cards.
INCHARGE
CARD PRODUCTION
2.5 Load blank cards and execute program for card production INCHARGE
CARD PRODUCTION
2.6 Retrieve card(s) duly encoded/printed from machine INCHARGE
CARD PRODUCTION
2.7 Generate ‘ATM Card Report’. Containing all the details of
Customer’s data input.
INCHARGE
CARD PRODUCTION
2.8 If a card is damaged during encoding/ printing, retrieve card from
the machine.
INCHARGE
CARD PRODUCTION
2.9 Cancel damaged card by cutting off the magnetic strip, record
Cancellation in 'Daily ATM Card Issue Register' (Annexure-V) in
'Damaged Cards' column jointly with Head Cards & Pins.
INCHARGE
CARD PRODUCTION
2.10 Agree number of cards encoded to the number indicated on the
report. Check and verify that the name and card number on the
cards as per application forms and report.
HEAD
CARDS & PINS
2.11 Input numbers of all card issued in ‘Daily ATM Cards issue
Register’ (Annexure-V) and jointly sign the same with Head Cards
& Pins
INCHARGE
CARD PRODUCTION
2.12 Segregate card(s) by branch code with reference to 'customer name
vs card no' report
INCHARGE
CARD PRODUCTION
2.13 Prepare a covering letter cum acknowledgement. Print three copies
of the same. Attach 'ATM Card report' alongwith the covering
letter
INCHARGE
CARD PRODUCTION
LIMITED. ANY
(PROCEDURES)
(AT HEAD OFFICE)
CARD PRODUCTION
2.14 Seal all encoded / printed ATM cards properly in an envelope with
two copies of covering letter and report in branch order.
INCHARGE
CARD PRODUCTION
2.15 Dispatch the envelope to designated Card Custodian of respective
branches.
INCHARGE
CARD PRODUCTION
2.16 File Copy 3 of the covering letter in respective branch file with
photocopies of the ATM application form
INCHARGE
CARD PRODUCTION
2.17 Forward ‘Newly produced ATM Card’ report to Incharge Pin
generation for necessary processing & Pin generation.
INCHARGE
CARD PRODUCTION
2.18 Follow up and receive Copy2 the covering letter as
acknowledgement from the originating branch. File the
acknowledgement in respective branch file..
INCHARGE
CARD PRODUCTION
PIN GENERATION
2.19 ATM Pin generation software is placed in secured area. Protected
with unique password.
INCHARGE
PIN GENERATION
2.20 Receive ‘Newly Produced ATM Cards’ report from Incharge Card
Production.
INCHARGE
PIN GENERATION
2.21
Enter the password in the secured system. INCHARGE
PIN GENERATION
2.22 Place PIN MAILER properly into the printer. INCHARGE
PIN GENERATION
2.23 Load data from the system and execute program for printing of
PIN(s).
INCHARGE
PIN GENERATION
LIMITED. ANY
(PROCEDURES)
(AT HEAD OFFICE)
PIN GENERATION
2.24 Retrieve PIN Mailer from the printer. INCHARGE
PIN GENERATION
2.25 Generate report ‘PIN Mailer Generation Report’. Containing all the
details of Customer’s data input.
INCHARGE
PIN GENERATION
2.26 If any PIN Mailer is damaged during printing, it must be destroyed
and recorded in 'Daily Pin Mailer issue Register' (Annexure-IV) in
'Damaged Pins' column jointly with Head Cards & Pins.
INCHARGE
PIN GENERATION
2.27 Match list of new ATM card report with Pin mailer report to
ensure that all Pins are generated. After verification sign the Pin
mailer report.
HEAD
CARDS & PINS
2.28 Input numbers of all Pins Generated in ‘Daily Pin Mailer issue
Register’ (Annexure-IV) and jointly sign the same with Head Cards
& Pins
INCHARGE
PIN GENERATION
NOTE: After verification of data, Card data will automatically
transferred to Phoenix (through a menu option "FTP to
Phoenix"). ITD/HO will then import the card file into
Phoenix data format
2.29 Segregate Pin Mailers branch wise with reference to the report INCHARGE
PIN GENERATION
2.30 Prepare a covering letter cum Acknowledgement. Print three copies
of the same. Attach ‘Pin Mailer Generation Report’ alongwith the
covering letter.
INCHARGE
PIN GENERATION
2.31 Seal all the Pin Mailers properly in an envelope with two copies of
covering letter and report.
INCHARGE
PIN GENERATION
2.32 Dispatch the envelope to designated Pin custodian of respective
branches.
INCHARGE
PIN GENERATION
2.33 File Copy 3 of the covering letter in respective branch file with
report.
INCHARGE
PIN GENERATION
2.34 Follow up and receive Copy2 the covering letter as
acknowledgement from the originating branch. File the
acknowledgement in the respective branch file.
INCHARGE
PIN GENERATION
LIMITED. ANY
(PROCEDURES)
RECEIPT OF CARD AND PIN (AT BRANCHES)
3.1
ATM CARDS:
Receive sealed envelope containing ATM cards alongwith Copies1
and 2 of Covering letter cum Acknowledgment and report. Retrieve
'ATM Approved Applications' file from the fireproof cabinet.
CARD
CUSTODIAN
3.2
Open envelope, count and agree number of cards against number
of ATM applications and check correctness of cards with reference
to original applications. Enter details in 'Daily ATM Card
Reconciliation Register' (Annexure-VI). Acknowledge receipt and
forward to the Incharge Card Production HO.
CARD
CUSTODIAN
3.3
Place cards in a fireproof cabinet in account number order.
Forward 'ATM Approved Applications' file to Pin custodian for
his verification. File copy of covering letter /acknowledgement.
CARD
CUSTODIAN
3.4
If number of cards disagrees with number indicated in letter,
identify missing card, immediately advise Manager ATM, EI Audit,
EI IT and EI Systems & Operations Divisions. Withhold
acknowledgment-awaiting clarification.
CARD
CUSTODIAN
PIN MAILERS
3.5 Receive 'PIN MAILER' envelope alongwith Copies1 and 2 of PIN
Issue Advice cum Acknowledgment with report
PIN
CUSTODIN
3.6 Open envelope, count and agree number of PIN mailers against the
ATM Applications. Enter details in 'Daily ATM Pin Reconciliation
Register' (Annexure-VII). Acknowledge receipt and forward to the
Incharge Pin Generation HO.
PIN
CUSTODIAN
3.7 Place PIN mailers in fireproof cabinet. PIN CUSTODIAN
3.8 If number of Pin's do not match number indicated report,
immediately advise Manager ATM, EI Audit, EI IT and EI Sys &
Ops Divisions. Withhold acknowledgment-awaiting clarification.
PIN
CUSTODIAN
3.9 Forward "ATM approved applications" to Account opening
department for filing with AOD
PIN
CUSTODIAN
NOTE: Branches should make sure that Cards and Pin
should kept in separate fire proof cabinets by the custodians.
LIMITED. ANY
(PROCEDURES)
DELIVERY OF CARD AND PIN TO CUSTOMER
(AT BRANCHES)
4.1 CARD DELIVERY:
Receive customer. Retrieve customer's name from 'ATM card
report' Obtain customer's acknowledgment in the space provided.
Verify customer's signature.
CARD CUSTODIAN
4.2 Handover Card to customer with instruction leaflet. Advice
customer to verify that name is correctly incorporated on the card.
Advise him to obtain his PIN from the Pin custodian.
CARD CUSTODIAN
4.3 At the end of the day record total number of cards delivered to
customer in 'Daily ATM Card Reconciliation Register' (Annexure-
VI) and sign the same.
CARD CUSTODIAN
4.3 PIN DELIVERY:
Receive customer. Retrieve relevant PIN from the fireproof
cabinet.
PIN CUSTODIAN
4.4 Obtain customer's signature in the space provided on Pin mailer
report and verify the same Handover PIN to customer and advise
him to verify that it is intact. Also advise customer regarding
procedure for “Card Activation”. Advise customer to keep Card
and PIN separately and memorize PIN and destroy the advice.
PIN CUSTODIAN
4.5 At the end of the day record total number of Pins delivered to
customer in 'Daily ATM Pin Reconciliation Register' (Annexure-
VII) and sign the same.
PIN CUSTODIAN
LIMITED. ANY
(PROCEDURES)
CARD ACTIVATION
5.1 Receive call from customers CALL CENTRE
5.2 Verify customers details by asking
a) Mothers maiden name
b) NIC number
c) Telephone Number
d) Address
CALL CENTRE
5.3 Upon satisfaction, activate the card on Phoenix terminal and
confirm the same to the customer
CALL CENTRE
LIMITED. ANY
(PROCEDURES)
REPORTED LOST CARDS
6.1 Receive call from customers CALL CENTRE
6.2 Verify customers details by asking
a) Mothers maiden name
b) NIC number
c) Telephone Number
d) Address
CALL CENTRE
6.3 Upon satisfaction, mark the card as “Hot” in the system. CALL CENTRE
6.4 Confirm the same to customer and advise him to send the written
request to the branch where customer maintains the account..
CALL CENTRE
6.5 Forward details of 'HOT' card to the respective branch. CALL CENTRE
NOTE:
Updated list of 'HOT CARDS' be circulated to all branches
on a daily basis by the call center.
LIMITED. ANY
(PROCEDURES)
RETAINED CARDS
7.1 Handover Retained cards (retrieved from ATM while performing
'Start of Day & Cash Replenishment activity) to Card Custodian
against proper acknowledgement.
MANAGER
OPERATIONS
7.2 Receive retained cards from Manager Operations. Count and agree
number of cards. If in order, acknowledge receipt.
CARD
CUSTODIAN
RETAINED CARDS MARKED 'HOT':
7.3 By referring to 'Daily Hot Card Report' and inquiry from Call
Centre, check if any retained card(s) has been marked Hot. If so,
identify the hot card, enter details in 'ATM Hot Card Register'
(Annexure-IX) and destroy it by cutting the magnetic strip in the
presence of Branch Manager.
NOTE: All cards marked 'HOT' must be destroyed,
irrespective of any branch.
CARD
CUSTODIAN
7.4 Fill and sign 'ATM Card Destruction Form' (Annexure-X). Counter
sign the same by the Branch Manager. Forward the same alongwith
destructed card to Manager ATM-HO for necessary action with a
copy to Head-Cards & Pins for information.
CARD
CUSTODIAN
CARDS RETAINED FOR OTHER REASONS:
7.5 Enter details of Retained cards in 'ATM Retained Card Register'
(Annexure-VIII)
CARD
CUSTODIAN
7.6
Receive customer, establish customer by signature verification.
(Signature of other branch customers can be verified through On-
Line Module).Ask him to surrender 'Retained Card Receipt' (if
applicable)
CARD
CUSTODIAN
7.7 Handover card to customer under acknowledgement. In case if
customer has submitted the receipt, attach receipt with the letter.
CARD
CUSTODIAN
7.8 If retained of other branches not collected by customer within 7
days of retention, dispatch cards to the respective branch under
cover letter cum acknowledgement.
CARD
CUSTODIAN
7.9 If retained card of own branch do not collected by customer within
7 days of retention, prepare Reminder letter. Obtain authorisation
from the Manager Operations and dispatch the same to customer.
CARD
CUSTODIAN
LIMITED. ANY
(PROCEDURES)
RETAINED CARDS
7.10 File Copy2 of the letter in "Reminder Letter file" in date order. CARD
CUSTODIAN
7.11 Receive customer. Retrieve Copy2 of the Reminder letter. Obtain
customer's acknowledgement on 'ATM Retained Card Register
(Annexure-VIII). Verify signature after proper identification.
CARD
CUSTODIAN
7.12 Handover card to customer. Make notation on receipt or on letter
as applicable. In case the customer has submitted the receipt,
attach receipt to letter.
CARD
CUSTODIAN
NOTES:
1. ATM does not generate 'Retained Card Receipt' in case if the
card is marked 'HOT' or not retrieved by customer within 60
seconds after being ejected.
2. If a customer is unable to produce Retained Card
Receipt/copy of the letter, a letter of acknowledgement must
be obtained from the customer. Signature verified and card
handed over to customer after proper identification.
3. Retained ATM Cards of own branch if not collected by
customers within 6 weeks of retention should be treated as
'Unclaimed'. (Follow the procedures mentioned for treatment
of Unclaimed cards.
LIMITED. ANY
(PROCEDURES)
FRESH CARDS ISSUANCE
8.1 Receive written request from customer for issuance of fresh card
with specific reason for fresh issuance i.e.
A) Card is lost/stolen/misplaced
B) Card is Mutilated.
MANAGER
OPERATIONS
8.2 CARD REPORTED LOST/STOLEN/MISPLACED
In case of Card report lost/stolen confirm the same from Call
Center or from 'Daily Hot Card' report.
MANAGER
OPERATIONS
8.3 If not marked Hot advice customer to immediately inform the
same at the Call Centre.
MANAGER
OPERATIONS
8.4 Verify customer's signature on letter from Bank's record. MANAGER
OPERATIONS
8.5 Enter details in 'ATM Hot Card Register' (Annexure-IX) Forward
copy of request letter with ATM application form (after necessary
processing of ATM application form) to Manager ATM for
necessary recording/updation.
Note: Manager ATM, after necessary updation in Phoenix
software will forward the ATM application form to Head Card
& Pin for issuance of fresh card)
MANAGER
OPERATIONS
8.6 Forward original customer's request letter for filing with AOD. MANAGER
OPERATIONS
8.7
CARD IS MUTILATED :
Receive mutilated card from customer alongwith request letter.
MANAGER
OPERATIONS
8.8 Verify customer signature. Ascertain reason of mutilation.
MANAGEROPERATIONS
8.9 Enter details in 'ATM Hot Card Register' (Annexure-IX). Destroy
card under Branch Manager's supervision. Fill and sign 'ATM Card
Destruction Form' (Annexure-X).
MANAGER
OPERATIONS
8.10
Forward copy of request letter, ATM card destruction form
alongwith ATM application (after necessary processing of ATM
application form) to Manager ATM for necessary
recording/updation.
Note: Manager ATM, after necessary updation in Phoenix
software will forward the ATM application form to Head Card
& Pin for issuance of fresh card)
MANAGER
OPERATIONS
OPERATIONS
LIMITED. ANY
(PROCEDURES)
CANCELLATION OF ATM CARD
9.1
AT CUSTOMER'S REQUEST:
Receive written request from customer for cancellation of ATM
card together with relevant card.
MANAGER
OPERATIONS
9.2 Verify customer's signature on letter. Ascertain reason for
cancellation
MANAGER
OPERATIONS
9.3 Enter details in 'ATM Hot Card Register' (Annexure-IX) Destroy
card under Branch Manager's supervision. Fill and sign 'ATM Card
Destruction Form' (Annexure-X).
MANAGER
OPERATIONS
9.4 Forward copy of request letter with ATM card destruction form to
Manager ATM for necessary recording/updation.
MANAGER
OPERATIONS
OPERATIONS
9.6
IF UNCLAIMED BY CUSTOMER:
Weekly, by referring to ATM Approved Applications and 'Newly
Issued Cards' report, identify card(s) held undelivered for more
than 6 weeks. Also refer undelivered Retained Cards.
CARD
CUSTODIAN
9.7 Establish contact with customer. If unable to do so, prepare 2
Copy Cancellation Letter
CARD
CUSTODIAN
9.8 Obtain Manager Operations signature on the letter and dispatch
Copy1 of Cancellation letter to customer.
CARD
CUSTODIAN
9.9 Enter details in 'ATM Hot Card Register' (Annexure-IX). Destroy
card under Branch Manager's supervision.
CARD CUSTODIAN
9.10 Advise PIN Custodian for cancellation of card and handover
customer's ATM application for cancellation of PIN.
CARD
CUSTODIAN
9.11 Retrieve relevant PIN from fireproof cabinet PIN CUSTODIAN
9.12 Destroy PIN under Branch Manager's supervision. Indicate
destruction on ATM application and sign there against.
PIN
CUSTODIAN
9.13 Fill and sign 'ATM Card Destruction Form' (Annexure-X). MANAGER
OPERATIONS
9.14 Forward copy of cancellation letter with ATM card destruction
form to Manager ATM for necessary recording/updation.
MANAGER
OPERATIONS
9.15 Attach Copy2 of Cancellation letter & forward the same for filing
with AOD
MANAGER
OPERATIONS
LIMITED. ANY
(PROCEDURES)
START OF DAY PROCEDURES AND CASH REPLENISHMENT
These activities will be performed by Manager Operations/
Designated Officer jointly with Head Teller/Designated
Teller
10.1 Retrieve supervisory key for upper cabinet door of ATM housing
the ATM supervisor panel.
MANAGER
OPERATIONS
10.2 Arrange fresh notes of Rs.500 and Rs.1000 denomination for
replenishment. (Pass necessary accounting entries)
DESIGNATED
TELLER
10.3 Retrieve ATM safe door keys housing the Cash Cassettes DESIGNATED
TELLER
10.4 Open supervisory panel door using relevant key. Retrieve Daily
Journal from printer and hold it for cash reconciliation. To enter
into Supervision Mode, press the ‘Supervisor ‘ button on back
panel of ATM.
MANAGER
OPERATIONS
10.5 The ATM will enter into Supervision Mode and the supervisory
menu will be displayed.
MANAGER
OPERATIONS
10.6 From the ‘Replenish’ Menu select ‘Display Cash’ (2.DISP CASH).
The Cash held in rejection bin, cassette 1 and cassette 2 are
displayed as follows (Notes rejected, notes remaining, notes
dispensed and total cash)
DESIGNATED
TELLER
10.7 Select ‘Print Counters’ (4.PRNT CNTRS) option from the
Replenish Menu, the cash position is printed on the
Journal/Receipt Printer. The number of ‘CAPTURED CARDS’ is
also printed on this receipt.
MANAGER
OPERATIONS
10.8 Open Cash Safe door using key held. DESIGNATED
TELLER
10.9 Unscramble the combination MANAGER
OPERATIONS
10.10 Remove Rejection Bin from ATM. MANAGER
OPERATIONS
LIMITED. ANY
(PROCEDURES)
10.11 Open Rejection Bin. Separate currency notes by denomination.
Count and verify notes of each denomination separately taking care
to separate notes sticking together, if any. Indicate amount
retrieved from the Rejection Bin against respective denomination in
'Print Counters’ Totals and hold them along with the receipt for
reconciliation of retained card(s) and cash.
DESIGNATED
TELLER
10.12 Place empty Rejection Bin in the chest. Ensure that rejection bin is
properly inserted and has clicked into place.
DESIGNATED
TELLER
10.13 Remove Cassette 1 (Rs.500 denomination) from ATM DESIGNATED
TELLER
10.14 Open Cassette 1 containing notes of RS.500/ denomination. Count
the notes. Record and verify the number of notes found in the
cassette against the amount in the 'Print Counters’ Totals.
DESIGNATED
TELLER
10.15 Add Rs.500 notes extracted from the rejection bin into cassette 1.
DESIGNATED
TELLER
10.16 Add the fresh notes of Rs.500 brought for replenishment DESIGNATED
TELLER
10.17 Lock and fasten clips on Cassette 1. Place Cassette 1 back in the
ATM. Ensure that cassette 1 is properly inserted and has clicked
into place.
DESIGNATED
TELLER
10.18 Remove Cassette 2 (Rs.1,000 denomination) from ATM DESIGNATED
TELLER
10.19 Open Cassette 2 containing notes of Rs.1,000 denomination. Count
the notes. Record and verify the number of notes found in the
cassette against the amount in the 'Print Counters’ Totals
DESIGNATED
TELLER
10.20 Add Rs.1,000 notes extracted from the rejection bin into cassette 2.
DESIGNATED
TELLER
LIMITED. ANY
(PROCEDURES)
10.21 Add the fresh notes of Rs.1,000 brought for replenishment into
cassette 2
DESIGNATED
TELLER
10.22 Lock and fasten clips on the Cassette 2. Place Cassette 2 back in the
ATM. Ensure that cassette 2 is properly inserted and has clicked
into place.
DESIGNATED
TELLER
10.23 Close the safe and lock the chest.. DESIGNATED
TELLER
10.24 Scramble the combination MANAGER
OPERATIONS
10.25 Check that there is sufficient paper for both printers. If not, load
new rolls. Also ensure that printer ribbons are in order.
If not, replace the ribbons with new ones.
MANAGER
OPERATIONS
10.26 Select Clear Cash ‘5.CLR CASH’ from the Replenish Menu. All
figures/totals appearing the ‘Cash Counters’ will be zeroised.
MANAGER
OPERATIONS
10.27 Select Add cash ‘8.ADD CASH’ from the Replenish Menu. Select
cassette type 1 and enter the total number of notes of
denomination Rs.500/- placed in the top cassette.
MANAGER
OPERATIONS
10.28 Select cassette type 2 and enter the total number of notes of
denomination Rs.1000/- placed in the lower cassette.
MANAGER
OPERATIONS
10.29 Select Test Cash ’10.TEST CASH’ from the Replenish Menu. The
ATM will automatically test the cash cassettes and cash dispenser
unit. The following message should be displayed.
Top Cassette Good.
Second Cassette Good.
MANAGER
OPERATIONS
10.30 Complete "ATM Daily Cash Position" (refer Annexure-I) and
jointly sign the report with the Designated Teller
MANAGER
OPERTIONS
LIMITED. ANY
(PROCEDURES)
10.31 Retrieve Retained ATM Cards, if any, from Retained Cards bin.
Check and agree number of cards against 'Print Counters’ total and
initial the same in evidence of having checked. it.
Place cards in the lockable box and hold it for further processing.
Hold Print Machine Sub Totals in current file for further
processing.
MANAGER
OPERATIONS
10.32 Select Clear Cards ‘6.CLR CARDS’ for the Replenish Menu. The
figure displayed under CARDS CAPTURED will be zeroised.
MANAGER
OPERATIONS
NOTE:
For further convenience please refer "User's guide"
LIMITED. ANY
(PROCEDURES)
CARD MANAGEMENT & CONTROLS
BLANK CARDS/PINS STOCK AT HEAD OFFICE
12.1
Receive blank ATM Cards/Pins from vendor. BULK
CUSTODIANS
12.2 Check and count received stock. BULK
CUSTODIANS
12.3 If in order sign Delivery Order. Enter details in respective 'Bulk
stock register' (Annexure II & III) If any discrepancy observed,
record it on Delivery Order and return entire stock to vendor.
BULK
CUSTODIANS
12.4 Keep Bulk stock in fire proof steel cabinet BULK
CUSTODIANS
TRANSFER OF BLANK CARDS/PINS FROM BULK STOCK TO WORKING
STOCK
12.5 Bulk stock custodian will transfer the blank cards/pins to
Incharge Card/Pin custodians as working stock after proper
recording in 'Bulk stock register' (Annexure II & III)
BULK
CUSTODIANS
12.6 Receive working stock of Pins from Bulk Custodian. Count the
same, enter details in 'Daily Pin Mailer issue Register' (Annexure-
IV) Acknowledge on copy of the memo and return the same to
Bulk Custodian.
INCHARGE PIN
GENERATION
12.7 Receive working stock of Cards from Bulk Custodian. Count the
same, enter details in 'Daily ATM cards issue Register' (Annexure-
V) Acknowledge on copy of the memo and return the same to
Bulk Custodian.
INCHARGE CARD
PRODUCTION.
LIMITED. ANY
CONTROLS & REVIEWS
AT HEAD OFFICE
1. Monthly, on a surprise date, (designated officer will) Reconcile number of
Cards issued as
indicated on ATM Card Issue Register against Issued Cards Report and evidence
this check
on Issued Cards Report.
2. Quarterly (designated officer will) reconcile the blank ATM Cards held in the
safe custody
against the Bulk Stock Register.
AT BRANCHES:
1. Fortnightly, on a surprise date, (designated officer will) supervise the start of
day procedure
and evidence this check on the "ATM-Daily Cash Position" report.
2. Monthly, on a surprise date, (Designated officer will) reconcile number of
Cards and Pins
held by the respective custodians (awaiting delivery to customer) against the
ATM
applications held in current file. Evidence these checks on Issued Cards report.
Also ensure
that Cards held undelivered for more than six weeks should be treated as
'Unclaimed'.
3. Monthly, on a surprise date (designated officer other than Card Custodian
will) check the
Retained Cards. Ensure that Retained Cards held undelivered for more than six
weeks from
the date of retention should be treated as 'Unclaimed'. Evidence the check on
the respective
register.
1 Link is the largest network of ATMs across Pakistan, providing unprecedented
convenience and flexibility to customers. With a total of 392 ATMs in 26 cities, all
member bank customers can access their accounts through any 1 Link ATM in Pakistan. 1
Link Member banks include:
ABN AMRO AlBaraka Islamic Bank Allied Bank Limited
Askari Commercial Bank Bank Al Habib Bank Alfalah

Limited
Faysal Bank Limited Habib Bank Limited Meezan Bank Limited
National Bank of Pakistan PICIC Commercial Bank Soneri Bank Limited
Union Bank Limited United Bank Limited
In Pakistan, the ATM facilities can be availed at any of the following locations:
Muslim Commercial Bank Standard Chartered
CITIBANK Saudi Pak Bank limited
Credit Agricole Indosuez Prime Commercial Bank Limited
HSBC Habib Bank AG Zurich
The Bank of Punjab Metropolitan Bank
American Express Bank of Khyber
Bolan Bank

PCBL - Prime Cash (ATM)

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PCBL - Prime Cash (ATM)

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Prime Commercial Bank ATM Card

First three months for all as a marketing strategy

Gold --- 300 issuance fees (same annually)

Silver --- 100 issuance fees (same annually)

24 hrs withdrawal limits

Gold --- 25000

Silver --- 10000

MNET 17 banks Owned by MCB

1 Link 13 banks Owned by ABN AMRO

Financial transaction 20 to 40 rupees

Non financial transaction 10 to 20 rupees

Pin number consist of 4 digits

Mini statement (Last 10 statements)

ATM is a banking facility outside bank mortar walls

ATM application form

Processing time = 4 working days

Minimum balance = 5000 Rupees

Size of account / Volume (no. of transactions) on these bases branch

o Account Balance inquiry

Enjoy fast and convenient banking round the clock

Make a withdrawal at an ATM

How to make a withdrawal

Cash or Cheques Deposits

Cheque Book Request

Apply for a chequebook with the push of a button.

You can request a statement from any of our ATMs.

PIN Changing Facility

MNET- the new way to greater convenience and accessibility

Terms & Conditions

By requesting Standard Chartered Bank (referred to hereinafter as 'the Bank') to issue a

COPYRIGHT © STANDARD CHARTERED PLC 2004. ALL RIGHTS RESERVED.

Inter-Switch Connectivity – All Pakistan ATMs linked

Mohammad Aftab Manzoor, President & CE Muslim Commercial Bank, on behalf of

With your new Hilal Card card you can now:

carry the logo.

CONTROLS & REVIEWS

ABN AMRO AlBaraka Islamic Bank Allied Bank Limited

Askari Commercial Bank Bank Al Habib Bank Alfalah

Faysal Bank Limited Habib Bank Limited Meezan Bank Limited

National Bank of Pakistan PICIC Commercial Bank Soneri Bank Limited

Union Bank Limited United Bank Limited

Muslim Commercial Bank Standard Chartered

CITIBANK Saudi Pak Bank limited

Credit Agricole Indosuez Prime Commercial Bank Limited

HSBC Habib Bank AG Zurich

The Bank of Punjab Metropolitan Bank

American Express Bank of Khyber

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