#.

5 FORGOTTEN PIN
Step # Procedure/Processing/Operation Responsibility
5.1 Customer shall apply for a new card and the process of Customer
obtaining a card is similar to new card application
5.2 On receipt of the new card, the old card shall be destroyed Customer
by customer.
5.3 Replacement fee shall be collected in line with current Tariff Branch Operations
guide

#. 6 LINKING ADDITIONAL CARDS TO AN EXISTING ACCOUNT

Step # Procedure/Processing/Operation Responsibility
6.1 Customer requests new and additional account to be Customer
linked to card.
6.2 Verify the customer’s identity by checking the signature Branch Relationship Officer
and identity documents.
6.3 Complete a card input form indicating additional Branch Relationship Officer
accounts to be linked.
6.4 Verify card input against FCUBS for correctness of Team Leader Branch Operations
accounts and sign the form.
6.5 Receive input forms and using the card number, link Branch Operations
new account details in CMS.
6.6 Print reports and card input form and forward for Card Operations Officer
approval.
6.7 Review the reports against the input forms and sign-off Card Operations Supervisor
reports.
6.8 Return the reports and input forms for filling. Card Operations Supervisor

6.9 Advise branch relationship Officer of completed linking Card Operations Supervisor
of the new account(s) to card.
6.10 Inform customer of linked account(s). Branch Relationship Officer

#. 7 DAMAGED CARD

Step # Procedure/Processing/Operation Responsibility

7.1 Cardholder reports to branch about a damaged Customer
card.
7.2 Verify the customer’s identity Branch Relationship officer
7.3 Check last transactions done on the card by Branch Relationship Officer
customer.
7.4 Block the damaged card in CMS. Branch Operations
7.5 Complete card replacement form. Branch Relationship Officer
7.6 Verify the card replacement form and sign-off. Team Leader Branch Operations
7.7 Forward the card replacement forms to Account Team Leader Branch Operations
Opening in a locked bag.
7.8 Proceed to process #. 1 and 2 above for card
issuance and pin production.