Commercial Bank of Ethiopia Customers Ac

Commercial Bank of Ethiopia
Custo ers’ Accou ts a d Tra sactio service Process

Major changes in Revised CATS procedure
Previous CATS procedure Revised CATS procedure

1. Introduction
Preamble
1. Introduction
Whereas, the existing procedure served for more than
1.1 Preamble
three years and needs revision in line with the prevailing
Whereas, the Commercial Bank of Ethiopia has embarked on
dynamic and competitive business environment;
operational excellence and business growth as strategic themes to
achieve its vision, mission and values;
Whereas, to address the new technological shift towards
Whereas, continuous improvement is key to reduce errors, rework,
the integrated banking solution that would change the
exceptions, handoffs and complexity;
prevailing practice of the banking operation and the
Whereas, the existing procedure served for more than three years
procedure is prepared with an aim of creating common
and needs revision in line with the prevailing dynamic and
understanding to work using the network system;
competitive business environment and to incorporate new products
introduced by the bank;
Whereas, there is a need to revise the procedure in a way
Whereas, to incorporate the lessons gained in using the integrated
it supportsthe bank to achieve its scorecard via
core banking solution;
responsive to customers service in the development of
Whereas, there is a need to consolidate various guidelines and
banking operation;
memoranda for ease of reference and compliance;
Now, therefore, it becomes important to review and update the
Whereas, the existing procedure fails to cover the new
existing CATS procedure manual in accordance with the current
development inthe banking operation like ATS and E-
operational requirements in the bank.

payment;
Whereas, it is noted that the existing procedure does not

indicate the duties and responsibilities of all process
owners of the CATS process to establish adequate
internal controls;
Whereas, there is a need to provide efficient services to

the customers by revising a working procedure;
Now, therefore, it becomes important to review and

update the existing CATS procedure manual in
accordance with the operational requirements in the new
system.
1.2. Definitions 1.2 Definitions

1.2.1. Terms and concepts
1.2.1 Terms and concepts
 All term and concepts (including accounts) are alphabetically ordered and
For the purpose of this procedure, the terms and
concepts shall be defined as follows;- numbered.
Bank shall represent Commercial Bank of Ethiopia.  Some editorial changes made for clarity.
 Some terms and concepts which were defined in the body of the previous
Exception shall refer to activities made by variations from
procedure are reorganized and included in this part.
this guideline. However, the nature of the variation should be  Those terms and concepts which were defined in subsequent approved
in the context of this guideline. product focus procedures are amalgamated.
Till to Till Transfer shall mean the transfer of cash from  The following new terms and concepts defined.
Customer service officer-Makers (at front) to senior 1. Cash Pick up service – shall mean a cash collection service
provided for premium and high value customers from their
customer service officer-cash or vice versa through the
premises on pre-arranged schedule and agreement.
system.
2. Cashier Implant - shall mean service provided for high value
Till to Vault Transfer shall mean the transfer of cash from
customers by assigning employee/s of the bank on the premises
the senior customer service officer-cash to Vault through the
of high value customer on the basis on contractual agreement
system. between the bank and high value customer.

Vault to Till Transfer shall mean the transfer of cash from 3. Delinquent list: shall refer to the register held by the National
the Vault to senior customer service officer-cash through the Bank of Ethiopia, indicating the names of importers and
exporters who failed to fulfill their expected commitment.
system.
4. Diaspora Accounts: Shall refer to a foreign currency accounts
T-24 shall refer to the new integrated banking solution
system. opened for Ethiopians living abroad (who live more than one
year abroad); and Ethiopians by origin but with different
Bio-metrics shall refer to an electronic device used to
nationalities that are referred as eligible Ethiopians.
capture a digital image of the finger print pattern.
5. Document Authentication: shall refer to the process of
CPO/Draft shall mean a type of negotiable instrument checking the genuineness of a document from the issuing organ
prepared when requested by the customer and is payable or other reliable sources.
upon presentation. It is endorsable and valid for six 6. Exceptions - shall refer to events that are not clearly stated on
months/one year respectively. this procedure but the nature of the event is within the spirit of
this procedure.
1.2.2. Customer
7. High value Transfer: shall refer to fund transfers forwarded
Customer shall be defined as any legal entity (individual or from/to other Banks or Participants and by their nature such
corporate) with whom the bank agrees to conduct business. transactions are considered urgent or involve high value
Detailed customer information is basic in business dealings. transactions.
A customer can be current and saving account holders, 8. Mal-operation list: shall refer to the register held by the
correspondent banks, borrowers, guarantors and the like. National Bank of Ethiopia, indicating the names of demand
deposit account holders whose check have been dishonored
Types of customers;

repeatedly and whose accounts are closed by our bank.
a) Prospect customer- shall refer to a proposed
9. Outgoing Local Money Transfer: Shall refer to money transfer
(potential) customer in which the bank assumes to
in the name of a designated beneficiary by collecting cash or
deal with business. Such type of customers may be debiting the account of the sender.
recruited during cross selling or any other 10. Safe Deposit Box: shall refer to a strong container that can be
marketing activities until the customer fulfill the rented on annual basis to store valuables items and retained in
eligibility criteria. small compartments in the bank vault. Each compartment has
b) Individual customer- shall mean an individual separate lock with a dual access key to meet the need of
(natural) person who has a given name. customers and available in a variety of size.
11. Tailored service –shall refer a special service provision
c) Corporate customer- shall refer to any firm;
extended by the bank to High value customers; such as assigning
organization, enterprise, associations, government
the bank s employees in high value customers premises to
office and the like which the bank is dealing with.
perform daily banking operation based on their working
1.2.3. Account and contract relationship and contribution to the profitability and financial
Savings Account shall mean an interest-bearing deposit resource mobilization to the bank.
12. Union: shall mean a group composed of more than one primary
with the CBE by physical and legal persons (individuals,
cooperatives societies that have similar objectives.
organizations and associations who can fulfill the Bank s
13. Verification of signature: shall refer to the checking of the
requirements.
signature with naked eye without sending the
Demand Deposit Account (a current or checking account)
document/instrument to external forensic department.

shall mean anon-interest-bearing account and is opened or
operated only by customers who are literate.
Special-Demand Deposit Account (SDDA) shall mean a non-
interest-bearing account that is opened to fulfill the requests
of those customers who, for one reason or another, do not
want their deposits to accrue for them any interest.
Earmarked Accounts shall mean accounts opened with

other descriptions after the name or names of the account
holder or holders such as club account, business account,
workshop account, private account, official account, etc.
Accounts for Minors shall refer to an account opened for an
under-aged individual (minor) by the parent(s)/guardian of
the minor, or by a court order.
Accounts for Interdicted Persons shall refer to account
opened for
a person designated by a court of law as being incapable of
discharging her/his legal rights, or be interdicted. Following
such a ruling, the court normally appoints a guardian for the
incapable or interdicted person. Thus, this account refers to

the type of account opened and operated by the guardian
appointed by the court on behalf of the interdicted person/s.
Staff Accounts shall mean a bank account that is opened by

the staff ofCBE. A staff of CBE can open a saving and/or a
current account.
Foreign-Currency Accounts shall refer to an account in

which the source of fund is overseas and can be maintained
in foreign currency or in Birr.
ECX (Ethiopia Commodity Exchange)-Related Accounts
shall refer toa special type of account opened for a pay-in or
pay-out demand deposit account for a member and client of
the Ethiopian Commodity Exchange to facilitate the trading
of commodities throughout the country. The limited member
pay-out and the limited client pay-out can be operated by
either electronically networked branch or a non-networked
branch. (Refer annex 8).
Fixed-Time Deposit shall mean a type of contract in which

deposit is received for a certain period of time without
movement and attracts a higher interest rate than the

prevailing savings-interest rate.
Overdraft Accounts shall mean a form of credit facility by
which a customer is able to draw an amount of money up to
the approved limit of the credit facility for the sole purpose
of the day-to-day operational needs of a viable and ongoing
business.
1.4 Scope of the procedure 1.4 Scope of the procedure

This procedure shall cover all operational activities of the
CATS process, including the duties and responsibilities of This procedure shall cover and govern operational activities of the
CATS process, including the duties and responsibilities of
performers in networked branches as well as Non- performers in branches as well as districts and CATS-CPC. The
networked branches (using Mini-T24), CATS-CPC, E- procedure shall also be applicable to NR/NT and foreign transfer
sub process
payment and other processes having interface with CATS
process. However, parts of inter branch transactions are not
applicable for non-networked branches
1.7 General Authorities and 1.7 General Authorities and Responsibilities
Responsibilities
Director –CATS CPC
d) Shall represent the bank on matters related to V/P CATS
payment clearing and other issues; (deleted) I) Approve additional formats or changes in the exiting formats that
may be required ;and

District Managers
i) Approve and concluded 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.
Manager- CATS operation

The CATS Operation manager shall:
a) Plan, direct and coordinate the activities of the team within the
approved CATS procedure, guidelines and directives of the bank;
b) Assess the effectiveness of the coordination among branches,
districts and CATS CPC in performing their day to day operation
, propose and execute the necessary actions in consultation with
Vice President –CATS
c) Ensure procedural compliance in branches by collaborating with
districts compliance and monitoring team;
d) Collaborate with concerned parties to ensure that CATS process
operational risk is identified, assessed and managed;
e) Analyze the findings and rectification of discrepancies and

comments reported by internal audit, Ethics and Anti-Corruption
office, district compliance and monitoring team and propose the
necessary remedial action;
f) Initiates value adding processes to improve and standardize the
operation in CATS process ;
g) Follows up the proper implementation of the complaint handling
system in CATS process and addresses critical issues related with
CATS- Process;
h) Examine financial regulations ,policies and procedure of the
bank ;and propose provisions into CATS process and procedure
for better compliance and harmony;
i) Liaison with core and support process to assist districts and
CATS CPC in critical issues ;
j) Ensure technical trainings are delivered by competent internal
trainers as per the technical training manual of the process;
k) Explain and discuss CATS procedure from operational point
view to concerned internal and external parties when requested
and required ;
a) Plan, direct and coordinate the activities of the team within the
Manager- Customers Account and Operations
approved CATS procedure, guidelines and directives of the bank;
a) Shall ensures the timely clearances of suspense
b) Assess the effectiveness of the coordination among branches
accounts;
under the district domain in performing their day to day
b) Shall ensures the timely reconciliation of branch
operation , propose and execute the necessary actions in
accounts;
consultation with district –manager ;
c) Shall receive delinquent list of customers, balance
certification, closed accounts due to Mal-operation c) Support branches under the district domain in the
and lost negotiable instruments request and make implementation of resource mobilization strategies of the bank ;
available on the interface and communicate for non- d) Collaborate with concerned parties to ensure that district
networked branches; operational risk are identified, assessed and managed;
d) Shall identify operational risks of her/his domain for e) Follow up the proper implementation of the complaint handling
remedial action; and addresses critical issues related with the district ;
e) Shall discharge the duties and responsibilities related f) Follow up and arrange the supply of office equipment, furniture
to the post stated on this Procedure. and fittings to the new and existing branches;
g) Ensure effective and proper utilization of resources; and
h) Keep the cash and ATM vault reserves keys of all branches under
the districts domain

Branch Manager
f) Ensure the rectification of discrepancies and comments reported

by internal audit, Ethics and Anti-Corruption office, district
compliance and monitoring team and Branch controllers, and take
the necessary remedial action;
h) Perform all duties and responsibilities of the Manager –Customer
service in the absence or in addition of job holder ; and
Manager- Cash custody and Issue

f)Ensure appropriate risk identification, measurements and
management is in place in operational activities of the team; and
g)Rectify audit findings reported by internal audit, Ethics and Anti-
Corruption office, and controllers, and take the necessary remedial
action;
Manager- Customers Account and Operations (at CATS CPC)

The Customer account and operation manager, at CATS CPC, shall;
A. Plan, direct and coordinate the activities of the team within the
approved CATS procedure, guidelines and directives;
B. Ensure the timely processing of credit summaries;
C. Ensure the timely reconciliation of branch accounts;
D. Ensure list of closed current accounts due to mal operation are
timely updated on the system and manually dispatched to non-
networked branches;
E. Ensure delinquent list of customers is timely dispatched to
branches, Trade Service Process and Credit Service process;
F. Ensure the timely and correct process of customer account
balance confirmation ;
G. Ensure appropriate risk identification, measurements and
management is in place in operational activities of the team;
H. Ensure the accurate and timely maintenance of ECX, Government
and other corporate customers accounts;

I. Ensure reported lost negotiable instruments are recorded for
further reference and corrective action; and
J. Rectify audit findings reported by internal audit, Ethics and
Anti-Corruption office, and controllers, and take the necessary
remedial action
Customer service Manager at branch

f) Facilitate on the job training experience sharing and guidance for the
proper understanding and implementation of this procedure;
Customer service Manager at Customers’ Accounts and

Operation (CATS – CPC)
The Customer Service manager at Customers Accounts and Operation
(CATS – CPC) shall:
A. Manage the timely processing of credit summaries;
B. Coordinate and monitor activities for timely and accurate branch
account reconciliation;
C. Update list of closed accounts due to mal operation on the system
and manually dispatch to non-networked branches;
D. Handle the delinquent list of customers and timely dispatch to
branches, Trade Service and Credit process;
E. Handle timely customer account balance confirmation;

F. Handle the reported lost negotiable instruments are registered
for future reference;
G. Ensure the timely dispatching of new account opening
instruction and account signature specimen to branches;
H. Manage the accurate and timely account maintenance of ECX,
Government and other corporate customers; and communicate
the base branch for further processing (if any); and
I. Facilitate on the job training, experience sharing and guidance
for the proper understanding and implementation of this
procedure.
2. Customer Classification
The bank shall classify its customers based on the following two
dimensions;
a) Economic Ownership Dimension
b) Volume and value of transaction

2.1 Volume and value of Transaction
The Bank shall classify the customers in to the following three broad
customer segments according to their value;
i. Retail /consumer/customers -
ii. Business customer
iii. Premium customers
(Adapted from Business and premium customers guideline)
2.2 Economic Ownership Dimension

The Bank shall have four broad classifications by economic
ownership namely: Private, Government, Public, and Associations.
(Approved Ownership classification procedure is consolidated
into the procedure )

Types and features of deposit products and
services (This part is developed by consolidating features of
deposit and services that were previously scatted in various parts of
the previous procedure)
2.3 Types of deposit products and services
2.3.1 CATS process shall provide the following local deposit
products;
i. Savings Account: This product shall consist the basic and
differentiated type of savings account;
a. Ordinary Saving Account
b. Women Saving Account
c. Youth Saving Account
d. Teen-youth Saving Account
e. Education Saving Account
ii. Demand deposit Account : This product shall consist the
basic and differentiated type of demand deposit account ;
a. Ordinary demand deposit account
b. Special demand deposit account
c. ECX related accounts

iii. Fixed-Time Deposit
2.3.2 The local deposit products listed herein above 3. may
have the following additional distinguishing features based
on the purpose of the account and the request of the
customer/s;
i. Account for minors
ii. Joint Accounts
iii. Earmarked Accounts
iv. Account for interdicted persons
v. Staff Accounts
vi. Cash Indemnity Account
vii. Overdraft Account
2.3.3 Type of Foreign Deposit Products
CATS process shall offer the following foreign deposit products in
selected branches;
a) Non Resident Transferable foreign currency Account
b) Non Resident Transferable birr Account
c) Non Resident Non-Transferable birr Account
d) Foreign Exchange Retention accounts
I. Retention A

II. Retention B
e) Diaspora accounts
I. Diaspora Demand deposit account
II. Diaspora Fixed Time deposit
III. Diaspora Non-Repatriable A/C
2.3.4 Services
CATS process shall provide the following services:
a) Muday Bank Service
b) Fund Transfer
c) Local Money Transfer
d) Foreign Money Transfer
e) Safe deposit box
f) Agency Services
2.4 Features of deposit products and services
Eligible Entities to Open Savings and/or Demand

Deposit Accounts 2.5 Eligibility to open local deposit accounts
I. Ordinary Saving Account, Demand Deposit
The following are eligible to maintain a local
currency account: Account, Fixed-Time Deposit or Special
Demand Deposit Account
Individual customers

The following are eligible to maintain local ordinary savings account,
a) Individuals;
Demand Deposit Account or Fixed-Time Deposit
b) Individual trade operators (sole
a) All natural and legal persons recognized by Ethiopian laws;
proprietorship);
b) Minors through parents or tutors ;and interdicted persons
c) Minors (through the parents or guardian)
through and legal Guardians )
d) Youth-teen whose age is between 14-17(has
her/his own income)
II. Women Saving Account
e) Interdicted persons (through guardian) The following are eligible to maintain a women saving account
f) Staffs of the CBE’s; and a) Individual women;

b) Various associations owned by women with more
ii. Corporate customers
than 50% share
a) Private limited company (PLC); c) Businesses entities fully owned by women;
b) Idirs (associations established by the d) Minor women (through parents or guardians);
members of a community to facilitate e) Incapacitated women (through guardians);
funeral services), or other associations and f) Women staffs of the CBE.
clubs; III. Youth Saving Account

The following are eligible to maintain a youth saving account.
a) All Individuals Whose age is between 18-24
b) Individual trade operators (sole proprietorship);
c) Interdicted persons (through Tutor)

d) Staffs of the CBE
IV. Teen-youth Saving Account
The following are eligible to maintain a teen-youth saving
account.
a) Individuals, Whose age is between 14-17
b) Minors (through the parents or Tutor)
c) Interdicted persons (through Tutor)
V. Education Saving Account

The following are eligible to maintain an educational
saving account.
a) Individuals classified as teen-youth, Whose age is
between 14-17;
b) Any individual, whose age is greater than 18;
c) Minors (through the parents or Guardian or Tutor);
d) Interdicted persons (through Tutor) ;and
e) Staffs of the CBE s
2.6 Document required
2.6.1 Document required to local Currency account

Opening
II. Acceptable ID cards shall at least consist the following
information ;
a) The bearer full name i.e. in case of Ethiopia Citizen
Person s name, Father s and Grandfather s name.
b) Person s Photo
c) ID number
d) Issue date
e) )ssuer name and issuer s stamp
III.Post account opening document authentication shall be performed by
the account opening branch/CATS CPC.
IV. Authenticating the letter of request shall be enough instead of
individual IDs in case of account opening based on letter of request
issued from corporate customers of the bank or other known entities
such as universities for their students ,government entities and

branch s corporate customers for their employees
Documents to open a local-currency deposit account

Individuals
a) Tax Identification Number (TIN) for demand deposit account;
b) Two recent passport-size photographs for a savings account and
one for a demand-deposit account (if there is no digital camera in
the branch)
Federal budgetary Institutions

a) Letter of instruction from Ministry of Finance and Economic
cooperation
b) Valid and renewed ID cards and photo of the authorized
signatories
Regional/city/ administration budgetary Institutions
a) Letter of instruction from Regional /city Finance and

economic offices;
b) To open account for the Administration of the Zone/Sub
city s and other offices under the Zonal s or Sub City s

supervision, a written letter of instruction from their
respective regional/city Finance and economic development
offices shall be presented;
c) To open account for the Administration of the Woreda and
other offices under the Woreda s supervision, a written
letter of instruction from their respective Zonal or sub city
Finance and economic development office shall be
presented;
d) To open account for entities/institutions under a particular
Woreda s domain, a written letter of instruction from the
respective Woreda Finance and economic development
office shall be presented;
e) Valid and renewed ID cards and digital photo of the
authorized signatories
Account for Overseas Organizations Which Are Working in
Ethiopia.( Elaboration and insertion to the body of the procedure
Annex 5: The Required Documents to that previously Annexed )
Open Accounts for International/
Foreign Organizations
Overseas organization due to bilateral, contractual, multilateral,
International Organizations
etc. agreement work in Ethiopia without establishing branch office

An international organization may open a may request for account opening for local payments. To that end,
demand deposit account by obtaining the the following documents should be produced:
written instruction of the National Bank of i. Due to contractual agreement
Ethiopia to that effect. a) The overseas organization shall give power of attorney to
If the foreign organization has entered into a the country representative and shall be authenticated
contractual agreement with any government from ministry of foreign affairs and registered by FDRE
organization in the country, it must produce document authentication and registration office.
the following: b) Shall present memorandum and article of association of
the overseas organization which is sealed by foreign
1) Copies of the relevant pages of the
affairs.
contractual agreement, signed by the
c) Contractual agreement of the organization with other
representatives of both the foreign
local organizations
organization and the local government
d) Supporting letter from the local organization giving the
organization;
contract.
2) An authenticated power of attorney for the e) A valid and renewed Id card of the person authorized to
Manager of the Project or for the operate the account;
representative of the head office of the
foreign organization; ii. Due to bilateral or multilateral agreement
a) A letter from Ministry of foreign affairs that requests
3) A letter of recommendation from the local

government organization that entered into a opening of the account by specifying the delegated person
contractual agreement with the foreign to open and operate the account and/or the
organization; representative of the organization.
b) The letter of Ministry of foreign affair shall be signed by
4) A letter of request to open and operate the the person delegated by the Ministry to that effect and
account, signed by the Manager of the shall be verified by the bank.
Project or by the representative of the c) A valid and renewed Id card of the person authorized to
foreign organization and sealed with an operate the account;
official stamp; and 1. Accounts Opened to Manage and Control Project Fund
Public enterprises, government offices, universities etc… reach an
5) A valid passport or a residence permit of the
agreement with other organization to make advance payment to the
person authorized to operate the account.
organization through a separate account opened for this purpose in
If the foreign organization is in Ethiopia on
the name of the organization and control the fund by assigning a co-
a private business, it will have to produce
signatory from them. The following documents shall be presented
the following:
up on the account opening:
1) A certificate of commercial representation a) Depending on the nature of the organization which the account shall
from the local government; be opened, the organization shall present all the necessary
documents
2) An authenticated power of attorney from

the head office of the foreign organization, 1. To open the account and operate, letter of request shall be
which bears testimony to the fact that presented by the project funding organization
she/he is a legal agent; 2. All necessary documents of both parties, related with
3) A letter of request to open and operate the their legal establishment, shall be presented
account, signed by the legal agent of the b) Registered contractual agreement.

foreign organization and sealed with an c) A valid and renewed Id card of the person authorized to operate the
official stamp; and account;
4) A valid passport or a residence permit of the

person authorized to operate the account.
Opening of an account (Account opening formats are

revised; separate forms are prepared for individual
and corporate customers –refer form
CBECATS001&CBECATS002)
5.1 Customer creation
The Customer Services Officer/Maker
d) Checks whether the customer has already maintained an

account in the Bank, through customer interviewing and

mnemonic verification; and initiate amendment/update
for discrepant/incomplete customer information before
using the existing customer ID(if any ) to open the new
account.
e) Creates a new customer ID only if the customer has no
account in any of the networked branches of the CBE in
order to avoid duplicated customer ID; and
5.1.1 Merging Customer ID

Existing Customer IDs can be merged together for offering better
The Customer Service Manager/Branch Manager
service and proper recording.
a. Authorizes amendment on customer record initiated
a) The customer can lodge merger of existing customer s )D at
by the Customer Services Officer/maker.
any of the branch he/she has an existing customer ID to be
b. Authenticates the customer ID card and license from
merged.
the issuing organ for saving accounts opened by
b) Customer can also lodge merger of existing customer s )D at
corporate customers and all current accounts.
CATS CPC.
However, if the branch manager or customer service
c) Branches /CATS CPC shall verify the request and merge the

manager believes that the customer is properly existing customer ID;
identified and she/he specifies and signs on the  Verify the customer )D s to be merged together are of the
application, no need for authentication same customer (refer form CBECATS003) and ensure the
customer has confirmed same thereof.
 Verify the correct customer information are
incorporated on the system and adjust if necessary.
5.2 Account and Contract Maintenance
5.2.1 Opening of Account at Branch Level

I. Saving & demand deposit
e)Explains to the customer the e-payment channels in terms of the value

added benefits to the customer ;
f) Issues application form for VISA card, mobile banking and internet
banking (Follow the E-payment procedure for detail work flow) me.
K)Takes customer picture by using the digital camera configured with
the system and attach to the account details;

c. Authorizes amendment on customer record initiated by the
Customer Services Officer/maker.
d. Checks the daily opened accounts list from the system and
receive copy document from the branch controller for further
authentication, within fifteen days, in the absence of the KYC
Analyst. However, if the branch manager/the customer service
believes that the customer is properly identified; she/he can
authorize withdrawal from the account before the document is
authenticated or otherwise place post no debits until the opening
document is authenticated.
e. Receives the response from the document issuing organ or from
KYC Analyst; Place posting restriction and inform the pertinent
authorities if the document is counterfeited
The KYC analyst-at Branch
a) Checks daily account opened for fulfillment of customer

information per the KYC requirement of the bank
b) Checks all account opened are not given multiple customer ID if
the customer do have an account at other branch(s)

c) Checks daily account opening report and all the account opening
documents; authenticate saving accounts opened by corporate
customers, all demand deposit account and any other suspicious
new accounts from the concerned organ for documents issued
within or nearby cities.
d) Requests in writing other branches to authenticate the
genuineness of documents issued in other cities on behalf of the
base branch by sending the required documents,
e) Follows-up accounts opened with zero balance is credited with
the minimum initial deposit amount within a month and inform
the branch manager for closure ;
f) Receives the response from the document issuing organ; and
inform the Manager or the CSM if the documents found to be
counterfeited; and
g) Submits the authenticated documents to senior branch
controller/branch controller for filing.
5.2.2 Opening of account at CATS-CPC

Seniors Customer Account and Operation Officer
a. Receives pertinent documents depending on the nature of the


account to be opened;
b. Receives a power of attorney/authority of the ECX member,
entrusting the sole right of debiting the pay-in account to the
Exchange, prepared in four copies, and signed by the principal
authorized officials at the CATS CPC, in front of two witnesses;
c. Verifies the signature on the request letter;
d. Creates customer Id on the system.
e. Makes sure that the customer s name is not on the mal-operation
list for opening of current account;
f. Opens customer account by the requested branch company code
g. Scans the authorized signatories
h. Forwards the documents to customer service manager-customer
account for authorization and branch communication.
Customer Service Manager-At Customer Account and Operation
a. Receive pertinent documents depending on the nature of the

account from the senior customers account and operation
officer for authorization ;
b. Makes sure that the customer s name is not on the mal-operation

list for opening of current account;
c. Checks the integration of customer information on the system
and cosign on the opening application form ;
d. Returns the original power of attorney to the principal (ECX
member) once the activities related to it have been undertaken
at the center;
e. Authorizes customer creation, account opening, and signature
capture
f. Authenticates from the issuing organs relevant opening
document ;
g. Receives the response from the document issuing organ; Place
posting restriction and inform the pertinent authorities if the
document is counterfeited
h. Writes a letter to the concerned branch if the request is to open
an account in non-networked branch.
i. Communicates in writing the opening of the account to the
concerned branches or ECX for banking operation.
j. Reports to ECX if an account-holding member is reprimanded,
suspended or excluded from banking activities due to mal-

operation specifying the type and frequency
The Controller at CATS - CPC
a) Collects from the customer service manager all the documents

submitted for the opening an account and makes sure that the
account is opened as per the Bank s pertinent policy and
procedure;
b) Makes sure that the name of the newly opened account holder is
not on the mal-operation list for all current accounts opened;
c) Signs on the documents to ascertain the accuracy and
completeness of the newly opened accounts;
d) Makes sure that all opening document received agreed with the
daily opened account list on the system.
e) Copies and forwards all the relevant documents for saving
accounts opened by corporate customers, all demand deposit
account and suspicious accounts to Customer Service Manager
for authentication and make follow-up the authentication within
fifteen days.
f) Opens a new mandate file in the name of the account holder and
keeps all the relevant accounting opening documents in her/his

custody.
6. Collection
Collection of Cash for Deposit
d) Identifies and inputs the detail information of the
depositor on system, if the amount is greater than the
amount set by Ethiopian Financial Intelligence Center;
currently it is 300,000.00 birr.
e) Prints the deal slip and hands over to the customer the
deal slip as a receipt and keeps the deposit voucher for
further balancing and recording; If the depositor require
additional deal slip for whatever reason , the additional
deal slip or deposit advice should be marked as
duplicate or Copy
6.2 Collection for Money Transfer
6.2.1 General Conditions for Money Transfers

A. The bank accepts transfer request of customers either in cash or
by instruction to debit customers account

B. Customers can transfer money from their account maintained in
CBE into another account or to be paid in cash. In addition to
using internet, mobile and ATM channels ,account holders can
use the following modalities to transfer money from their
account;
1. Using Check Transfer: Account holders can transfer money to
their customers account without the presence of the payee .)n
this scenario ,the following shall be followed ;using checks by
the following procedure (this procedure shall only apply when
the drawer wishes to deposit or transfer the proceeds of the
check without the presence of the payee/in case of the payee s
presence, the normal check deposit procedure shall be followed);
i. Writes the account number on the face of the check along
with payee s name
ii. Writes transverse line across the face of the check
payable in account or to restrict the transferability of
the check put payee only as in the case of payment to
suppliers of government budgetary account ;
iii. Puts drawer stamp at the back of the check for corporate
entities ;

)n case of the payee s presence, the normal check deposit
procedure shall be followed.
2. Account to Account Transfers : individual customers can

transfer money using the format designed for the purpose after
proper identification and verification is completed (new format
designed for the purpose refer form CBECATS014)
3. Letter of Payment Instruction:
3.1 Corporate Customers can transfer money using letter of payment
instruction to effect payment through bankers check/fund
transfer/local money transfer. However, the transfer initiated
through payment letter of instruction should only be allowed for
the following purpose of payment stated hereunder;
i. To any government/public enterprise account ;
ii. To their own, subsidiary/branch or company
accounts;
iii. To employee salary accounts ;
iv. To place standing instruction (when the account
holder place the instruction in person)
v. Irrespective of the purpose of payment stated from
i-iv, the branch manager can authorize letter of

payment instruction of corporate customers based
on the strength of the KYC made on the customer
and following the delegation procedure
hereunder.
3.2 Any letter of payment instruction /request for collection or
receiving of advice, of check books and returned checks
originated from corporate customers shall be presented to the
branch by duly delegated person in writing. The following
procedure shall be followed to handle letter of delegation from
corporate customers;
Customer Service Manager

a) Receives letter of delegation, verifies the signature and
confirms the genuineness of the document by
communicating the owners/signatories of the corporate
entities ;
b) Receives delegated person s photo, )D card as well as
signature specimen and open mandate file for the future
reference; The mandate file shall be maintained
electronically as and when ,the system for the purpose is
implemented. In case manually treated, forwards the

letter of delegation to Senior branch controller for
maintaining it in the mandate file and send copy to Senior
Customer Service officer–Accounts for future reference
;and
c) Verifies the delegated person signature against the
signature specimen and identifies the delegated person ID
card at the back of the letter at the time of receiving letter
of payment instruction; and
d) Forwards letter of payment instruction to Customer
Service officer for further processing.
Senior Customer Service Office –Accounts

a) Receives the approved letter of delegation for the future
reference; and
b) Verify and identify the delegated customer before
handing check books, advice and statement of accounts;
5.2 Collection of Cash for Money

6.2.2 Outgoing Local Money Transfer
Transfer
5.2.1 Outgoing Local Money
Transfer

a) Receives the money transfer application form/Letter of payment
The Customer Services Officer/Maker instruction from the customer. If the remitter is corporate
a) Receives the money transfer application form customer, a stamped application should be presented.
(see annex form 10-10) from the customer b) Interviews the customer to compare the details therein and
and incorporates the details therein into ; inputs into the system the beneficiary name, remitter name, test
question and answer, and amount;
6.2.3 Bankers’ Check /Casher Payment Order

The Senior Customer Services officer-accounts
a) Follows-up the daily balance of Bankers Check account against

the system tracer;
b) Forwards long outstanding items for write back approval ;(refer
to the bank s suspense management procedure and
c) Transfers to income by the system when the write back request
is approved,
6.2.4 Account to Account Transfer (Fund Transfer)
Customer Service officer Maker


a. Receives the check /money transfer application/letter of
payment instruction from the customer, 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 and the
signature of the beneficiary appear on the check /money transfer
application/letter of payment instruction;
c. Authenticates the signature of the account holder/authorized
signatory;
d. Receives the application/letter of payment instruction from the
person who has been lawfully delegated for the purpose if the
remitter is Corporate customer and the transfer is requested
from customer s account ;
e. Authenticates the signature, and posts both the debit and credit
entries, if the limit is within her/his discretionary limit;
otherwise forwards the check /money transfer
application/letter of payment instruction for dual authorization;
and
f. Affixes Customer Service officer - stamp on the back of the check


or mark posted on the letter of payment instruction/ transfer
form and post on the system by specifying the check type, check
number for checks or reference and other description for letter
of payment instructions /transfer form and print the deal slip
( Debit and credit advise) and hands over to the customer;
The Customer Services Officer/Checker
a) Authorizes the referral request after checking the genuineness of

the document and correctness of the transaction in her/his
authorization limit.
The Customer Service Manager
a) Authorizes the referral request after checking the completeness

of the document and correctness of the transaction in her/his
authorization limit.
Branch controller
a) Receives the check/ money transfer application /letter of
payment instruction from the customer service officer- maker;
b) Checks the proper presentation, authenticity and completeness
of the transfer documents

c) Checks for proper posting of transactions in the system; and
d) Keeps such instruments under her/his custody.
6.4High Value collection
I. Incoming MT103
Incoming MT103 SWIFT messages are transactions forwarded to our

bank customer s account from other banks or participants. This message
types includes Electronic Fund transfers (EFTs) or check cleared under
special clearance with value greater than Birr 200,000.00. In this case,
the following procedure shall be adhered.
I. Fund transfer request form other bank customer account to
CBE customer account
Customer Service Officer-Maker/checker/CSM at branch
a) Checks the name and account number on MT103 message with

that of the system if it agrees, authorize the MT103, or take
appropriate action as the case may be. The MT 103 message shall
be used as a source document to authorize the transaction and
no additional document is required;

b) Amends the transaction if the discrepancy is minor and the
branch has prior knowledge of the incoming transfer.
II. Collection of other bank check through Special clearance

with value greater than birr 200,000.00
The Customer Services Officer Front Office Maker
a) Collects the check and Bankers check from the depositor,

together with the filled-in deposit slip;
b) Checks the completeness of the check and the Bankers
check;
c) Makes sure that the particulars filled in the deposit slip
are identical with those on the check and the Bankers
check received for deposit, that is, the name and account
number of the account holder or beneficiary/payee
thereof, the check s/Bankers check number and the
amount of money involved have been written on it and
that it has been signed by the depositor;
d) Affixes a crossing stamp to the face of the check and the

Bankers check , the stamp of the accepted for
deposit/pending clearance on the back of the instrument
and on both the original and the receipt of the deposit slip
and then puts her or his initials on all the documents;
e) Hands over the receipt/advice to the depositor after
putting thereon her/his initials; and
f) Forwards the check and the Bankers check and the
deposit slip to the Customer Services Officer/Maker (at
the back) for further processing.
Customer Service Officer-Back Maker
c) Receives the other bank check and prepare MT-103 attachment

designed for Special check clearance and sign on it.
d) Forwards to the checker/CSM for co-signing.
e) Sends for clearance by messenger to the respective bank branch.
f) Keeps the originating bank copy signed by other bank for
acknowledgment of receipt for follow up.

g) Authorizes incoming MT-103 message on system when they
respond if the message is correct, or amend the message and
authorize.
Customer Service officer-back checker
a) Co-signs on the MT-103 attachment designed for special check

clearance.
b) Authorizes incoming MT-103 message on system when they
respond if the message is correct in her/his authorization limit
by checking with originating bank copy or inform the maker to
amend the message for any error and authorize.
a) Authorizes incoming MT-103 message on system when they respond

if the message is correct in her/his authorization limit by checking
with originating bank copy or inform the maker to amend the
message for any error and authorize.
The Branch Controller

a) Receives the cleared check deposit slips and acknowledgment
from the Customer Services Officer/back office Maker and checks

for the correctness of the transaction on the system; and
b) Files the documents in her or his custody;
7.1 Payment from a Current Account

7.1.1 Local Cheques
7.1.1.1 Payment in cash

c) Makes the transaction in the presence of two witnesses, if the

customer is blind, one of whom should be the Customer Services
Officer/Maker or the Customer Services Officer/Checker who is not
processing the payment, and the other should be the customer service
manager/Branch Manager
f)Identifies and inputs the detail information of the payee on system, if
the amount is greater than the amount set by Ethiopian Financial
Intelligence Center; currently it is 300,000.00 birr.
7.2 High Value Payments
I. Fund transfer request form CBE customer account to Other

bank customer account
Fund transfer request from CBE to other banks shall be handled

when the conditions hereunder are fulfilled
a) Receives instruction from the customer to transfer the fund from
her/his account maintained with the branch to other bank
branch;
b) Checks all the particulars in the letter of application;
c) Verifies the customer signature and forward to Customer Service
officer– back maker.
d) Receives the letter of instruction after posted by the customer
service officer-back maker, check all the particulars inserted
correctly on the transaction and Authorize the transaction on the
EATS Menu amount in her/his authorization limit.
e) Forwards the letter of request to branch controller
Customer Service officer-Back Maker

a) Receives a letter of instruction from Customer Service Manager
b) )nputs the particulars on )nput MT 3 Outward Remittance
menu. mandatory fields i.e. debit account, Ordering Customer,
Beneficiary name and account number, Account with institution,
amount etc.) And if needed additional fields like remittance
information.
c) Makes sure about the inputted transaction details, he/she may
hold it in order to check for the 2nd time then commit.
d) Forwards the instruction letter after writing posted on the face
and sing on it to the checker or to Branch controller if the amount
is with her/his desecration limit.
Customer service officer- back checker
a) Receives the letter of instruction after posted by the customer
b) Forwards the letter of request to branch controller.

Branch controller
a) Checks the instruction letter against the transaction on the
system.
b) Keeps the document under her/his custody.
II. Effect payment presented through Special clearance with
value greater than birr 200,000.00
Customer Service Officer-Back Maker

a) Receives the CBE check with MT-103 attachment designed for
Special check clearance;
b) Verifies the other banks signature signed and authenticate the
check presented and post the check in Input MT103 Outward
Remittances - Checks menu;
c) Checks the genuineness and completeness of the check—that is,
makes sure that the date on which it was written and the amount
of money in both words and figures appear on it and that the
check has been signed by the account holder and endorsed;
d) Forwards the document and the check after writing posted on
the face of the check and sing on it, Sign on attachment by writing
the time received;

e) Forwards the document and the cheque to the checker for co-
signing and/or authorizatio
Customer Service Officer-Back Checker/Customer Service Manager

a) Receives the Document and the check after posted by the customer
b) Gives the originating bank copy to the other bank messenger.
c) Forward the remaining document and the check to branch controller
Branch Controller
a) Receives the document and the check from Customer Service
officer back maker and check against the transaction on the
system.
b) Keeps the document and the check under her/his custody.
Customer Service Manager at ATS

a) Approves outgoing MT 103 originated from branches and other
organs of the CBE by prioritizing outstanding payments
7.2 Withdrawal from Savings Accounts

c ) Receives withdrawal voucher together with his/her ID from the
customer and checks all particulars as stated above in a in case the
6.2 Withdrawal from Savings Accounts
customer did not present his/her passbook and make the customer
The Customer Services Officer/Maker write the word ) have withdrawn without pass book on the back of the
voucher and make her/him sign on it, after the customer Service
h) When a blind customer appears at the counter, manager approved the withdrawal by writing the word ok without
the transaction should be made in the passbook on the face of the voucher;
presence of two witnesses one of whom should d) Makes the transaction in the presence of two witnesses, if the
be the Customer Services Officer/Maker or the customer is blind, one of whom should be the Customer Services
Customer Services Officer/Checker or Officer/Maker or the Customer Services Officer/Checker who is not
Customer Service Manager, and the other processing the payment, and the other should be the customer service
someone close to the customer; manager/Branch Manager
K) Identifies the customerand g) Identifies the customer against the scanned /digital photo and
authenticates the signature of authenticates the signature of the customer on the voucher against the
the customer on the voucher scanned signature;
against the scanned signature; The Customer service Manager/Branch Manager
a) Checks the correctness and genuineness of the transaction and


responds to the referral based on the payment-authorization
limit given to him/her
b) Approves customers request to withdraw without passbook;
c) Acts as witness when blind customers unable to present a
The Customer Services Officer-Checker/ Customer witness;
service Manager
d) Receives payment request of customers who are unable to
Checks the correctness and genuineness of the physically come to branches due health problem and other
transaction and responds to the referral based on the difficulty; Assign Customer Service officer maker, branch
payment-authorization limit given to her or him. controller and Customer Service officer checker/ Customer
Service Manager per the approving limit; and advise the assigned
team to make sure that the customer is conscious, able to sign in
front of witnesses from the customer s side, and follow the
normal payment procedure thereof expect that of the venue and
the sequence activities.

6.3 Payment against Local Money 7.3 Payment against Local Money Transfer
Transfer
The Customer Services Officer/Maker (at the LMTS payment originated by any branch or through E-banking channels
front office)
shall be paid to the beneficiary at any networked branch even within the
f)In case the remitter also lost and forgot the security same city.
number, the CSO-Maker still tells the customer, payment
The Customer Services Officer/Maker (at the front office)
could not be immediately effected until the case is
d)Cross sell deposit products to the beneficiary to retain the
investigated by the CATS-CPC and ensure no payment is
made to third party(deleted ) customer and the whole and part of the transfer ;
(CBECATS005)
7.4 Payment Foreign Remittance Transfer
Foreign Remittance transfers originated by various money transfer

organization (MTO) shall processed per the payment guideline of each
MTO and the following procedure
The Customer Services Officer/Maker (at the front office)
a) Receives the filled our customer s application form (use the

standard format designed for specific MTO or use FORM
CBECATS112) and Beneficiary s )D from the customer;

b) Log into the MTO s application using the Security Number
and cross check the beneficiaries name, Remitter name, Test
question and answer(if any), and amount against the system
data and the beneficiary s )D card;
c) Enters the customer s address, the )D card s number, the
name of the issuing organization or office, the date on which
it was issued and generate the ticket from the system and
makes the customer signs on it (the ticket);
d) Cross sell deposit products to the beneficiary to retain the
customer and the whole and part of the transfer ;
e) 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 blind; If the customer is
unable to present a witness from his side the Customer
Service Manager/Branch Manager shall sign as a witness and
the Customer Service Officer affixing thereto a rubber stamp
that reads Signed before me.
f) Effects payment to the beneficiary/payee after authorization;
otherwise, the transaction should be directed to the
Customer Service officer– Checker or customer service

Manager, based on her or his authorization limit; the amount
to be paid is within her/his payment-authorization limit,
The Customer Services Officer-Checker/Customer Service

Manager
a) Receive customer ID, Foreign remittance application, Print out

and makes sure that the transaction is correct and authorize, co-
signs on the cash-payment ticket with in her/his authorization
limit.
The Branch controller
a) Receives the Foreign remittance application and print out

from the Customer Service Officer-Maker;
b) Ascertains all the particulars on the foreign remittance
application and print out are identical and check the
customer sign on the foreign remittance application and print
out; and check the transaction on the system.
c) File and Keeps the payment ticket under her/his custody.

7.5.2 Payment of Expired Bankers’ Check
Bankers check may be presented after the expiry date by the purchaser
or the beneficiary due to various reasons. Request for refund of the
bankers check kept in the hand of the purchaser shall be entertained.
However, the presenter shall additional letter of requesting stating valid
reason for the delay. During this time the following procedure shall be
adhered by the originating branch only
a) Interviews the customer for the reasons of the delay of the

Bankers check for more than six months and check the proper
presentation and genuineness of the Bankers check for refund
and make her/him to sign on the back of the Bankers check;
b) Checks whether the Bankers check is Outstanding or Not. )f the
Bankers check is outstanding, make the customer fill out the
undertaking letter and sign on it;
c) Forwards to Customer Service officer for the credit of her/his
account or for refund in cash.

d) Authorizes the payment transaction;
7.5.3 Payment of a Lost Bankers’ check

c) When a bankers check is lost, the customer shall report in
writing to the issuing or paying branch in which the customer
maintains an account;
7.5.3.1 For lost but not expired Bankers’ Check

The Customer Service Manager (at the issuing or paying Branch in
which the customer maintains an account)
c) Receives application request from the payee or the purchaser in
writing; that the request has been signed by her or him, or sealed
with an official stamp, if the request was lodged by an
organization;
a) When a certified payment order is reported by
d) )nforms in writing the issuing branch to stop the Bankers check,
the customer of the branch to which the
if the request is lodged to the paying branch ;
customer reports as having been lost, in
e) the issuing branch in any case shall stops the instrument when
writing, usually the paying branch. (see
receiving the request either from the branch or the customer by
annex form 10-18)
waving stop payment charge in the system;
b) The Customer Service Manager will then stop
f) Receives consent from the payee to safeguard its interest; and
in the system and circularize the loss of the
also receive undertaking from the purchaser in case of any
instrument to all banks through the CATS-

CPC, so that they will take the necessary future eventualities, if the applicant is the purchaser.
precaution in case it is presented at the g) Receives undertaking to safeguard the interest of the Bank in
counter of any one of them for payment. case of any future eventualities if the applicant is the payee,
The Customer Service Manager (at h) Encloses any other additional supporting documents as and
the issuing or paying Branch) when necessary;
a) Upon receipt of the circularized memo from i) Keeps the photocopy of the entire document at the branch and
the Manager of Customers’ Accounts and forwards the letter of the request for refund and the original
Operations at CATS_CPC(deleted ), informs documents to the pertinent approving organs, if it is beyond the
the rightful beneficiary (the beneficiary, the branch s limit of approval;
remitter, the legal agent or the legal heirs) to j) Forwards the approved customer s request to Customer Service
lodge a request for refunding the proceeds of officer– Maker for payment if a request is received by the branch
the lost instrument, in writing, either to the for the refund of expired but not lost instruments, the customer
issuing branch or to the paying branch, has to fill an undertaking format prepared for this purpose.
whichever is appropriate; k) Cosigns the payment ticket and approve the transaction on the
b) Makes sure that the person who has lodged a system
request for the refunding of the proceeds of the l) Inform Customer Accounts and Operation Manager in writing the
lost instrument has submitted an undertaking loss of the Bankers Check for future reference.
letter to safeguard the interest of the Bank in

case of any future eventualities and that the
request has been signed by her or him, or

sealed with an official stamp, if the request The Customer Service officer– Maker
was lodged by an organization; a) Receives the approved customer s request from customer
service manager and originate the necessary ticket for payment:
c) If the beneficiary and the remitter of the lost
b) Collects the service charge as per the terms and tariffs of the bank
instrument are two different persons or
before effecting payment
organizations, the one who requested for the
c) Identifies the customer and let the customer sign on the back of
refund of the proceeds of the lost instrument
the ticket, if the customer is an individual and requested
shall present the other party’s consent, in
payment in cash ;sign and send the document for cosign and
writing, stating that she or he has no objection
approval;
whatsoever if the proceeds of the lost
d) Sign ,Post the transaction and sends the document for approval
instrument go to the one who requested for the
and cosigning
refund;
e) Pays the customer in cash or in case of corporate customer
d) Encloses any other additional supporting
/organization ,the proceeds of the bankers check shall be
documents as and when necessary;
credited to an account ;
e) Keeps the photocopy of the entire document at
the branch and forwards the letter of the
Branch Controller
request for refund and the original documents
a) Receives and Checks the documents for completeness and
to the pertinent approving organs, if it is
accuracy:
beyond the branch’s limit of approval;
b) Checks the transaction on the system;
f) If the lost instrument is an expired one and a
c) Files and keeps the document in her/his custody

request is received by the branch for refund of
7.5.3.2 For lost and expired Bankers’ Check
same, all the procedures stated herein above The Customer Service Manager (at the issuing or paying Branch in
(a-c), shall be followed; which the customer maintains an account)
g) If a request is received by the branch for the a) Receives application request from the payee or the purchaser in
refund of expired but not lost instruments, the writing; that the request has been signed by her or him, or sealed
customer has to fill an undertaking format with an official stamp, if the request was lodged by an
prepared for this purpose (see Annex form organization;
10-18). The original instrument that has now b) the paying branch shall Inform in writing the issuing branch to
expired has to, however, be kept with the stop the Bankers check If the request is lodged to the paying
branch and a photocopy thereof should be branch;
sent to the respective approving organs, c) the issuing branch in any case shall stop the instrument when
together with the other relevant documents. receiving the request either from the branch or the customer by
h) Collect the service charge as per the terms and waving stop payment charge in the system;
tariffs of the bank before effecting payment. d) Receives explicit consent from the purchaser and undertaking
from the payee to safeguard the interest of the Bank as well as
the purchaser s in case of any future eventualities if the applicant
is the payee,
e) Receives undertaking and consent from the payee to safeguard
it s interest in case of any future eventualities, if the applicant is
the purchaser,

f) Encloses any other additional supporting documents as and
when necessary;
g) Keeps the digital photocopy of the entire document at the branch
and forwards the letter of the request for refund and the original
documents to the pertinent approving organs, if it is beyond the
branch s limit of approval;
h) Forwards the approved customer s request to Customer Service
officer– Maker for payment if a request is received by the branch
for the refund of expired but not lost instruments, the customer
has to fill an undertaking format prepared for this purpose.
i) Cosigns the payment ticket and approve the transaction on the
system
j) Inform Customer Accounts and Operation Manager in writing the
loss of the Bankers Check for future reference.
The Customer Service officer– Maker

a) Receives the approved customer s request from customer
service manager and originate the necessary ticket for payment:
b) Collects the 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
payment in cash ;sign and send the document for cosign and
approval;
d) Sign ,Post the transaction and sends the document for approval
and cosigning
e) Pays the customer in cash or in case of corporate customer
/organization ,the proceeds of the bankers check shall be
credited to an account ;
Branch Controller
a) Receives and Checks the documents for completeness and
accuracy:
b) Checks the transaction on the system;
c) Files and keeps the document in her/his custody
8.1 Authorization limit when the networked 8.1 For saving accounts, Current accounts, LMTS and
branch becomes Offline BANKERS’ CHEQUE /CPO/Deposit
In rare case, due to failure in connection, the branch may Similar authorization limit was introduced for all branches.
become offline for some instant during this time;
a) Deposit to customer account, cash collection for
8.2 Authorization limit when the networked branch
LMTS, payment of own branch CPO s , account to
becomes Offline
account transfer within the same branch and check
The customer may request branch services even when the branch
deposit within the same branch shall be allowed
becomes offline, due to failure in connection. Thus, the branch may
without restriction;
entertain the request of the customer considering the availability of
b) Authorization limit stated under 6.7.1.1 to
nearby and connected branch in the area by examining the
6.7.1.4 shall be applied for transactions
trustworthiness of the customer.
stated under a .
c) For withdrawal the customer shall be
advised to withdraw from the nearby branch,
No. Authorized person Saving Current
if any. However, if the nearby branch is far 1 CSO with CSM/Manager Up to 6000 Up to 10,000
from the offline branch or the customer is not
willing to go, the following authorization
limit shall be applicable:

No. Authorized Saving Current
person
1 CSO with Up to Up to
CSM/Manager 3000 5000
However, the branch Manager or Customer service Manager

can approve payments above the limit set for transactions by
offline branches depending on the trust worthiness of the
customer but not be more than birr 50,000.00 or its
equivalent in foreign currency.
In exceptional cases, the branch shall request CATS-

CPC for amount greater than birr 50,000 by
telephone for account blocking and CATS CPC shall
debit the customer account and credit the
respective branch account and confirm the branch
by tested message. The Branch decodes the
message and pay the customer by debiting head
office account and credit cash.
(deleted)
6.7.4 Approval and Coding Limit to Block an

Account(deleted )
7.1 Inactive Accounts

9. Other Issues related to opening, collection
a) Current and savings accounts, which remain idle or and payment
dormant with no movement for a period of six and
9.1 Handling of Inactive Accounts
twelve consecutive months respectively, should be
changed by the system to )nactive accounts,
regardless of their balances; i. Current and savings accounts, which remain idle or dormant
with no movement for a period of six and twelve consecutive
b) These inactive accounts can, however, be reactivated
months respectively, shall be changed by the system to
if they show a minimum of three debit transactions.
)nactive accounts, regardless of their balances;
But, Customer Service Manager can change the status
ii. Inactive current accounts with a balance of less than Birr
from inactive to active less than three debits when
500.00 are subject to service charges as per the terms and
she/he feels that the customer is properly identified
tariff semi-annually;
and operates her/his account regularly;
iii. Accounts that carry balances of below the amount of the
c) Inactive current accounts with a balance of less than charge will be closed as part of the collection of the service
Birr 100.00 are subject to service charges as per the

terms and tariff semi-annually. Accounts that carry charges thereon;
balances of below the amount of the charge will be iv. The customer service manager at the account holding branch
closed as part of the collection of the service charges can change the status from inactive to active when all the
thereon; and following requirement are fulfilled;
a) The customer presents renewed and valid ID and
d) A referral should be requested from Customer Service
requests for activation of his/her account;
Manager for deposit to, or withdrawal from, an
b) The customer adequately explains about the previous
inactive account regardless of the amount.
transactions ;and
c) Minimum of four transactions in the last half six
months are conducted, excluding interest
transactions.
v. Withdrawal from Inactive saving account can be effected at
any online branch whereas withdrawal from inactive demand
deposit account shall only be entertained at the account
holding branch only. When entertaining withdrawal from
inactive saving account, the following conditions shall be
fulfilled;
a) The customer service manager should interview the
customer in person;
b) Retain the photocopy of the customer s )D; and

c) The customer presents his/her passbook;
9.1.1 Payment from Inactive saving accounts
Customer Service Office – Front Maker

a) Receives the passbook and withdrawal voucher from the
customer and checks if the account is inactive, forward the
customers and pertinent documents to the customer Service
Manager
b) Checks the account is properly filled out—that is, the date on
which it was withdrawn, the name of the account holder, the
amount of money in both words and figures, the account
number and the signature of the account holder appear on it;
and shall make the customer to put her/his thumb print on
the Bio-Metric device for system verification;
c) Checks the word ok being inactive and signature of the
customer service manager appear on the face of the
withdrawal voucher;
d) Requests the customer to present a renewed ID and retain the
photo copy, and identify the customer at the back of the
withdrawal voucher;

e) Identifies the customer against the scanned photo and
authenticates the signature of the customer on the voucher
against the scanned signature and posts the transaction,
recording the denomination on the system, and put his
Customer Service Officer stamp at the face of the withdrawal
voucher;
f) Forwards the documents to customer service manager for
authorization regardless of the amount;
g) Returns the passbook , ID Card and pay the amount to the
customer; and
h) Forward the documents to the branch controller.
Customer Service Manager/Branch Manager

a) Receives a withdrawal voucher and passbook with ID cards,
interviews the customer and approves the withdrawal by
writing the word ok for being inactive on the face of the
withdrawal voucher and forward the document to customer
service officer; and
b) Receives the deposit/withdrawal voucher with passbook


from customer service officer and authorize the transaction
regardless of the amount.
Branch Controller
a) Receives the withdrawal voucher from the Customer Services

Officer-Maker as soon as the transaction committed;
b) Ascertains the proper completion of the voucher—that is,
makes sure that the date on which it was written, the name of
the account holder, the account number, the amount of
money in both words and figures and the signature of the
account holder appear on it;
c) Makes sure that entries are passed on to the appropriate
account, that the initials and the stamp of the Customer
Services Officer/Maker are put on the withdrawal voucher;
d) Files the withdrawal voucher after ascertaining their
correctness and keeps the files in her/his custody.
9.2 Handling of Cash Indemnity Account
This account shall be debited:


a) To recover a shortage when a staff, entitled for cash indemnity,
performing a cash transaction and evidenced by Audit report,
b) To effect payment after one year for a staff entitled for cash
indemnity transferred into another post or terminated his/her
employment contract.
The following steps shall be followed to open the account:
a) Receives instruction from Customer Service Manager/Branch

Manager to open Cash indemnity account in the name the staff
entitled for cash indemnity.
b) Advices the staff, entitled for cash indemnity, to fill the account
opening form and Checks whether it is properly filled out and
signed;
c) Takes the customer s finger print through the Bio-metrics device.
d) Opens the account in the system by using the customer Id created
in the branch or other CBE branches and appropriate product
code.
e) Writes the system generated account number on the application

form.
f) Writes her/his name and signs on the application form on the
space provided thereof—that is, where it says Name and
signature of the Maker —and forwards all the documents
submitted to her or him to the Customer Services
Officer/Checker for checking and co-authorization.
a) Makes sure that the account-opening documents are properly

prepared and the opened accounts are authentic;
b) Authorizes the account opening and Co-signs on all the account-

opening documents;
c) Returns to the Customer Services Officer/Maker the opening
application form; and
d) Checks and authorizes the scanned signatures; and Passes onto
the Branch Controller the opening documents—that is, the
application form.


a) Checks the account opening documents against the system and
ensure the account is appropriately opened, the product code
and the account has a posting restriction and inform the Senior
Customer service officer-Account the account number for payroll
updating.
b) Receives a request of cash withdrawal from Customer Service
Officer Maker/Senior Customer Service Officer – Cash when cash
shortage is evidenced by audit report;
c) Requests the staff to fill the withdrawal voucher by the shortage
amount;
d) Approves the withdrawal from cash indemnity account by
writing Ok for withdrawal on the face of the voucher; and
e) Authorize the transaction on the system
a) Collects from the Customer Services Officer-Checker all the

documents submitted for the opening of an account and
makes sure that the account is opened as per this procedure;
The Senior Customer Services Officer-Accounts
a) Inserts the account number into the payroll system to

manage monthly deduction amount to be credited to this
account.
b) Follows-up the balance of cash indemnity account
whenever the balance is below minimum balance set by
the bank, credit the whole cash indemnity amount after
tax until it reaches the minimum balance set by the bank.
When a blank Cheque is reported to

9.5.3 A Stop-Payment Order
have been lost, the account holder is
not obligated to deposit money to A stop-payment order on the Cheque can be placed for various reasons
her/his account when she or he as might be given by the account holder.
presents the stop-payment order. a) At the time a stop-payment order is placed, there must be
However, the customer shall be advised sufficient fund in the account that covers the value of the
that if the reported Cheque is not blank Cheque requested to stop payment;
or issued Cheque to customer shall b) The amount of money on the Cheque under the stop-payment
make her/him liable. Besides, if the order will not be withdrawn until the account holder gives, in
blank Cheques reported to have been writing, an order to cancel the stop-payment order, however,
lost are many in number, the account the placement of stop payment order shall be cancelled upon
holder may be advised to open another the expiry date of the Cheque or by the court order
demand deposit account after closing c) The stop payment sanction shall be released if the drawer

the existing account to prevent any fails to produce police evidence within 15 working days that
further eventualities.(deleted ) show the stop-cheque-payment order was in fact requested
as the cheque was lost or stolen.
d) In the case of an overdraft account, the branch shall first
Stop the Cheque on the system and send written request to
credit CPC at head office/district stating the reason, the
amount and other particulars to deduct the amount from the
approved limit; The credit CPC in its part shall respond by
deducting the limit or state the reason if otherwise to the
requesting branch as soon as possible.
e) When a blank Cheque is reported to have been lost, the
account holder is not obligated to deposit money to her/his
account when she or he presents the stop-payment order.
However, the customer shall be advised that if the reported
Cheque is not blank or issued Cheque to customer shall make
her/him liable.
II. Request for a Stop-Payment Order
a) Receives a letter of application (refer form CBECATS013 )that


indicates the reason that the account holder found it
necessary to give the stop-payment order;
b) Makes sure that the stop-payment order is placed by
authorized person with clearly stated reason;
c) Makes sure 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;
d) Gives the standard stop-payment-order form to the account
holder and Make her/him to complete the form and sign on it.
The standard stop-payment-order form shall only be used;
e) Authenticates the signature on the form;
f) 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;
and keeps the record until the account holder revoke his
request and collect the service charge;
g) Forwards the stop-payment-order form to the branch
controller.

a) Co-signs on the stop payment order form;

a) Receives the documents from Customer Service Manager;

b) Checks the restriction made in the system to make sure that
they comply with the pertinent rules and regulations of the
Bank before she or he files them properly.
7.4.6 Insufficient Fund Cheque 9.5.4 Insufficient Fund Cheques

To properly control insufficient fund Cheques;
i. The branch shall take the following action as appropriate (as per
the NBE Directive No SBB/64/2016 );
1. record the incident for the first time in the Dishonored
Cheque Register; and restricted all debit (outgoing)
transactions against this account until the dishonored cheque
is fully paid to the payee or equivalent amount is blocked
pending the payment to the payee
2. record the incident for the second time in the Dishonored

Cheque register, restricted all debit (outgoing) transactions
against this account until all the cheques which have been
dishonored & registered hereinabove are fully paid or
equivalent amount is blocked pending the payment to the
payee(s); and levy a fine of 3% of the amount appearing on
the cheque dishonored for the second time but not exceeding
Birr 25,000 (twenty five thousand Birr)
2.1 If there is no sufficient fund in the account even to cover

the charges, nonetheless, leaves Birr.1.00 in the account
balance, debits the customer s account with the remaining

amount and does close follow-up on the customer s
account to recover the unpaid charges.
3. Record the incident for the third time in the dishonored

Cheque register, close the account, levy a fine of 5% of the
amount appearing on the cheque dishonored for the third
time but not exceeding Birr 50,000 (fifty thousand Birr) and
make every effort possible to collect all unused cheque leaves
& pads from the drawer and report same to CATS CPC to close
such persons demand deposit account in all CBE branches
and inform NBE.
4. Notwithstanding provisions under i(1) and i(2) debit charges

like legal, insurance, advertisement, such other non-cash
transactions, accrue interest against overdraft accounts
against a blocked account; and the bank may unblock the
account and make the fund available to the drawer ;
i. If 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 CBECATS202) ; or
ii. If the payee(s) fails to appear to receive a full payment

after lapse of six months of presenting the dishonored
cheque.
5. Those account holder who fulfill their obligation shall be

deleted from the dishonored cheque register per the
following table ;
Description Status Action
1st time Full settlement of the claim Shall be

or blocking of equivalent canceled from
incident
amount and has not drawn dishonored
other dishonored cheques cheque register
for the second time at least
for 12 consecutive
2nd time Full settlement of the claims Shall be
or blocking of equivalent canceled from
incident
amount and has not drawn dishonored
other dishonored cheques cheque register
for the third time at least for and be
24 consecutive months considered as
following. clean
III. At account holding branch
a) Checks the completeness of the Cheque and the balance of the

account in the system;
b) Forwards the cheque to the customer service manager for
further action, if the Cheque is found to insufficient to cover
the value or the cheque is incomplete for various reasons like
difference in signature, amount and figure in addition to not
having sufficient balance to cover the presented Cheque
value.
The Customer Services Manager
a) Checks all the possible credit entries that might have not been
posted to the customer s account—that is, from cash/Cheque
clearance, loan, foreign and local transfers etc… Upon receipt
of the Cheque from the Maker unpaid due to insufficient fund,
b) Fills in all the discrepancies on the Cheque including the

insufficient balance status on the Cheque returned form and
affixes thereto 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;
d) Ascertains whether the name of the account holder whose
Cheque is returned for insufficient fund does have a prior
record in the system for insufficient fund Cheques;
e) Takes appropriate action as stipulated in the NBE Directive
No SBB/64/2016
f) If two or more Cheques are presented on a given demand
deposit account for payment at the same time and if there is
no sufficient fund to cover the amount of the Cheques, takes
appropriate action, as stated above, for each Cheque—in
accordance with the sequential order of Cheques even if the
reminder is not received by the customer.

g) Informs the CATS CPC, in writing, about the returned cheque
due to insufficient cheque or the closure of the demand
deposit account in the case of drawer writing insufficient
cheque for the 3rd time by the fastest available means within
6 working hour(refer annex 5)
a) Maintains a separate register on the system for registering

Cheques returned unpaid due to insufficient fund. The
register on the system should contain the following headings
in each column:
i. The date and time when the Cheque was presented at
the branch for payment;
ii. The name of the account holder, including her or his
grandfather s name;
iii. The account number;
iv. Her or his address and/or telephone number;
v. The date on which the Cheque was issued;
vi. The Cheques number;

vii. The name of the payee/beneficiary;
viii. The amount of money specified on the Cheque;
ix. The balance in the account at the time the Cheque was
presented at the branch for payment;
x. The action taken by the branch, which could be any of
the following three as per the pertinent directive of
the NBE:
1. First warning letter served on ………

2. Second warning letter served on. ……and
charged Birr… on...
3. Account closed on………..
a) Receives the documents from the customer service manager

and checks them for compliance with this procedure and
relevant directive of the NBE and then files on the customer
mandate file.
IV. Insufficient fund Cheque presented to other branch

(Located in other city other than the account holding branch)
When a Cheque presented in other CBE branch from account holding

branch, which is located in another city, the following procedure shall
be adhered. However, if the account holding branch and the branch
where the Cheque is presented for payment is located within the same
city, the insufficient Cheque return slip shall be issued by the account
holding branch.
Customer Service Managers at the Account Holding Branch
and Paying Branch
a) The branch that received the Cheque for payment shall scan
and send through the bank s internal email or any other
available ways to the account holding branch;
b) When the account holding branch receives the message shall
follow the steps stated above for insufficient Cheque
handling.
c) The account holding branch shall write a letter that confirms
the balance is insufficient to cover the Cheque to the branch
(that received the Cheque for payment) signed by the
CSM/Branch Manager, by putting the branch round stamp

and scan and then replies by branch outlook.
d) The branch that receives the Cheque for payment 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).
Customer Service Manager- at Customer Account and

Operation (CATS-CPC)
a) Shall maintain the Dishonored Cheque Register.
b) Dishonored Cheque Register shall at a minimum include the
following particulars:
i. name and address of the bank and its branch
dishonoring a cheque
ii. name, tax identification number and address of an
account holder who issued a
iii. Dishonored cheque
iv. date on which the cheque was dishonored and
frequency of drawing dishonored cheque‫؛‬
v. amount of money stated in the dishonored cheque
vi. reference number of dishonored cheque

vii. name of beneficiary and
viii. the action taken by the bank.
c) Receive from the NBE or from CBE branches list of closed
account due to mal-operation.
d) Updates the mal operation database on the system.
e) Scans the delinquent list and send to districts by email in
order to forward to non-networked branches under the
district.
f) Requests from Management Information Service (MIS)
whether the names reported as delinquent by NBE or CBE
branches have account in CBE Branches.
g) Communicates the concerned branches maintaining the
account in the name of the delinquent customer to close the
account and report to CATS-CPC based on the reply of MIS.
The customer has to pay the service charge set for

each transaction of a standing instruction as
Customers’ Standing Instructions
stipulated in the terms and tariff. The customer has to pay the service charge set for each transaction of a
standing instruction as stipulated in the terms and tariff, if it is paid in
cash.
Standard format is designed for the purpose
7.6 Preparation of Bank Statement 9.6 Issuance of Bank Statement

A bank statement is a regular record issued by the Bank
Senior Customer Service Officer - Accounts
showing the credit and debit entries, the particulars and the
a) Issues a bank statement upon the request of account holders in
remaining balance in a customer s account. Branches can
the form of either soft (PDF form) or hard copy by collecting the
issue a bank statement to the account holder for active and
service charge as per the terms and tariffs of the bank. The
inactive current accounts at the end of each month both in
account holding branch or any other networked branch shall
the form of either soft or hard copy. However, the bank
issue bank statement to account holders/ signatories.
statement should be printed up on receiving a request from

the customer. Besides that, if the customer (current/saving
account holder) requests a bank statement for any given
days, the branch shall issue the statement by collecting the
appropriate charges as stated in the terms and tariff.
ii. In general, a bank statement can be prepared
centrally or by branches.
iii. The bank statement should be issued to the
customer by the senior customer service
officer-accounts.
9.7 Customer account Balance Confirmation

Customer account Balance confirmation shall be requested by the
account holder or by court order, or where such authority vested to any
organ by proclamation.
i. When the customer authorize to give a balance for their
external auditors the account maintaining branch Senior
Branch Controller will check the balance and communicate
the Customer Service Manager/Branch manager to confirm
the balance.

ii. When a customer requests to write a balance confirmation to
a third party, the previous day ending balance shall be
confirmed by any networked branch by stating in their letter
the account number and the account holding branch. The
current date balance however shall exceed or equal to the
previous day balance; and the letter shall state the word the
balance shall be withdrawn any time ; and
iii. When the balance confirmation is requested by person other
than by account holder or signatory, it should be treated by
the account holding branch.
9.11 Handling of Safe Deposit Box

9.11.1Opening Safe Deposit Box
Safe Deposit boxes are available to any person or group that would
require one for safekeeping.
9.11.1.1 General condition of renting safe deposit box
i. To rent a Safe Deposit Box, the customer must complete and


sign a Safe deposit box agreement(Refer form CBECATS007)
ii. This agreement contains the date, customer name, customer
account number, and the Safe Deposit Box Number, the annual
rental fee, renewal date, terms and conditions of the agreement,
customer signature and authorized signature by the bank.
iii. When the first annual rent and a safe Deposit box key guarantee
collected from her/his account, the bank issue two keys which
fit only her/his safe Deposit box lock.
iv. The minimum period of accepting a safe deposit box shall be
one year.
v. The maximum period for safe deposit box rental agreement is
nine years, but the rent shall be collected annually (one year
rent only).For any change on the rent amount the customer
shall not be charged or refunded for the difference on the
charge until the prepaid period elapsed.
vi. When the safe deposit box needs to be broken and opened by
the bank due to the reasons stated on the safe deposit box
agreement, The Box will be opened in the presence of a safe
deposit custodian (customer service Manager), 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 a
ruling by the court is made.
9.11.3 Safe deposit box rental commencement
Whenever a customer wishes to have a Safe Deposit Box, the

customer should maintain an account in the Branch. She/he
should be interviewed by Customer Service Manager and should
be requested to complete the standard agreement designed for
this purpose (refer Form CBECATS007);
a) Deals with the customer and assists on the preferred size of

the safe deposit box and advice the customer about the
agreement and how to use the box, such as to:
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. Clarifies about items prohibited for deposit in the safe
Deposit box as stated in safe deposit box agreement.
iv. Assure 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. They can be broken, opened
and the contents removed and sold;
b) Requests the customer to fill out the application form and to

sign the contract designed for the purpose and retain the
photocopy of the ID;
c) Forwards the necessary documents to the Customer Service
Officer Maker at the back;
d) Signs on the safe deposit box contract.
e) Prepares the Safe deposit box customer ID.
f) Registers the safe deposit ID and particulars on the register
book.
g) Gives the safe deposit box keys and Customer safe deposit box
ID against her/his signature.

h) Keeps the contract, the debit advice for rent collected and the
credit advice for deposit for Safe Deposit Box guarantee in a
separate mandate file and Customer visit sheet;
i) Identifies the customer by her/his Safe Deposit box customer
ID and his personal ID When the customer visits his/her Safe
Deposit box;
j) Ensures the customer signs on Visit form and open the dual
lock by the bank key and leave to the customer to open
her/his box by her/his key;
k) Locks the safe deposit box from the bank side when the
customer s visit ends; and
l) Takes action as per the contract agreement if the annual rent
not collected inform the customer by the address
The Customer Services Officer/back Maker
a) Debits of the applicant s account, then signs and forwards

same to Customer Service Manager the annual rent and
deposit for Safe deposit box key guarantee as per the terms
and tariff of the bank;

b) Forwards the advices to Customer Service Manager.
The Senior Customer Services Officer-account
a) Sets a standing instruction in the system for collecting safe

box rent annually;
b) Follows-up monthly unexecuted standing instructions due to
insufficient fund in connection with safe box rent and informs
the Customer Service Manager to take action as per the
contract agreement.
a) Checks the contract is filled complete, signed by the customer,

by the bank signatory and two witnesses.
b) Signs on the contract and forwards to Customer Service
Manager for custody
9.11.3 Safe deposit box visiting
a) Receives the customer and identifies him/her against the

mandate file kept for the purpose;

b) Issues visiting format to be filled by the customer and verify
the customer against his signature and details ;
c) Checks whether the customer have the appropriate key to
open the safe deposit box ;
d) Ensures the customer have concluded rental payment and if
otherwise collect the rental payment from the customer
account ;
e) Escorts the customer to the safe deposit box and leave
her/him for an average of 15 minutes with safe deposit box
;and
f) Signs and file the vising sheet in the mandate file
7.7 Blocked Accounts

c) If a blocking is made based on customer consent or
by her/his/its own willingness to do so interest
shall be computed on a locked amount, however, if
the blocking is made by force majeure, no interest
will be computed on a locked amount, even if, a
court order rules to the contrary or the customer
requests that it should be computed; (deleted )

7.12 Handling of Lost LMTS Security
number
The role is given to-Manager Customer Accounts and Operation (at
Director CATS-CPC(previous ) CATS-CPC)
a) Receives the request from Customer service

Manager at originating branch;
b) Searches the remittance by the reference
number on the system and check the
particulars against the branch request and
take the security number.
c) Forwards the security number to customer

service Manager at branch by keeping its
confidentiality through CBE internal email
9.16 Handling Power of Attorney

Customers may give power of attorney to take care of their financial
transactions need.
a) Receives original and one copy of power of attorney letter from
the agent/principal;
b) Interviews the customer the service he/she and checks the

power of attorney that gives the power to act the agent for the
requested service by referring court and court execution guide
line of the bank;
c) Returns the original to the customer and forward the copy
documents to KYC Analyst for authentication. If she/he is
satisfied that the power of attorney shall have the power to get
the service. However, if she/he is not satisfied advice the
customer to adjust her/his power of attorney or forward the case
to legal service for further advice;
d) Receives the authentication and forward the case to the
concerned officer to give the service if the power of attorney
requested for a single transaction;
e) Forwards the power of attorney to customer service officer-
maker to receive a signature, scan and attach to the account if the
power of attorney request for account operation; and
f) Receives the cancellation power of attorney from the principal
and delete thesignature ofthe agent and cancel all accesses of the
signatory, i.e. E-Banking products in the case of power of
attorney cancellation.

KYC Analyst
a) Receives the power of attorney from the Customer Service
Manager;
b) Send the document to the issuing organ (Document
authentication and registration office or other organ
having a power to that end) for authentication; and
c) Receives the response from the issuing organ and inform
same to the Customer Service Manager for further
processing ;
The Customer Services Officer-Maker

a) Receives the authenticated power of attorney from customer
service manager;
b) Receives from the customer identification card, two or one digital
photo for saving and demand deposit account respectively, and
customer signature;
c) Scans the signature and digital photo(take a digital photo using
the digital camera ) and then attach with the account by writing
the word power of attorney

a) Ensures that the pertinent information is incorporated into the

system by looking at the documents presented by the customer.
b) Authorizes the signatory record;
9.17 Handling of Government Bond Coupon /the Grand

Ethiopian Renaissance Dam Bond
9.17.1 Features of the Grand Ethiopian Renaissance Dam Bond
(GERD)
a) Shall have either interest bearing or non- interest bearing ;

a) Denomination starting from Birr 25 to 1million and has Serial
number;
b) Shall have Buyer Name and Signature;
c) The GERD bond maturity is from 1-5 years and above 5 years.
The bond can be redeemed from 1 to 5 years and above 5
years, which shall be on yearly basis;
d) Interests earned from the GERD bond is tax-free;
e) The GERD bond is transferable to third party;
f) For Bonds mature from 1-5 years, the Bond buyer can redeem
bond value at least after one year from the issuance date, i.e.

the GERD bond buyers cannot redeem the principal value
before one year. Furthermore, the GERD bonds which are
redeemed after one year but before maturity date are subject
to penalty charge on the accrued interest.
g) For the GERD bonds maturing above 5 years, the bond buyer
can redeem bond value at least after three years from the
issuance date, i.e. bond buyers cannot redeem the principal
value before three years. Furthermore, the GERD bonds
which are redeemed after three years but before maturity
date are subject to penalty charge on the accrued interest;
h) Shall have Stamp of the Ministry of Finance and Economic
Cooperation (MoFEC) and signature of the Minster (MoFEC);
9.17.2 General issues and Conditions in GERD bond operation
a) The minimum value of bond to be purchased is birr 50 in Ethiopia

and birr 500 outside Ethiopia. However there is no maximum
purchasing limit.
b) Lost and Mutilated bond coupons after their sale should not to be
replaced with other coupons; but the bond buyer shall be

provided with equivalent evidence/certificate after verifying the
authenticity of the loss or mutilation by bond selling branch..
c) Interest shall be calculated starting from the issue date and paid
semi-annually on June 30, and December 31.
d) A bond holder can redeem the principal amount and collect the
interest earned on the bond from the selling CBE branch.
e) Principal redemption date is at the end of agreed maturity date
and shall be redeemed by the selling Branch.
f) If the GERD bond buyer wants to be redeemed before maturity
date, the request shall be lodged to DBE ;
g) Tears, water-wash, fire-burn, or partial/complete damage during
stamping, packing, or transportation before its sale and mistakes
made when writing on the blank spaces of the coupons during
the sale lead to voidance of the bond coupons. Such bond coupons
should be stamped or written on them Void . Voided coupon
must be reported regularly and with the voided coupon(s) sent
to the Head Office of DBE in the same way as the other activities
of the bond sales.
9.17.3 Eligibility to Buy the GERD Bond


a) All Ethiopians – rural and urban communities, micro
enterprises, cooperatives, public and private enterprises,
organizations, individuals and other sections of the general
public;
b) Foreign nationals of Ethiopian origin and non-Ethiopian
origin with residence permission;
c) Required documents for those 18 and older are – Kebele ID
or employment ID, for minors birth certificate, for student
school or Kebele ID; and
d) All Ethiopians and foreign nationals of Ethiopian origin living
abroad;
9.17.4 Duties and Responsibilities of Performers’ Involved In

GERD Bond Operation
Manager –Bond Reconciliation
a) Receives the bond coupons by denomination and sales

receipts from DBE head office and forward the bond coupons
to Bond Management Officer;

b) Receives bond coupons request from Addis Ababa city
District offices; approve and forward to Bond Management
9Officer;
c) Makes sure the stock is balance;
d) ensures reports in relation to sales performance of bond
coupons are collected, consolidated and forwarded to the
concerned organs
Bond Reconciliation Officer at Bond Reconciliation
a) Collects from district offices and consolidate the overall sales

performance of bond coupon;
b) Prepares periodic reports that show the issued/distributed
and stock of bond coupon.
Bond Management Officer at Bond Reconciliation

a) Receives bond coupons by denomination and sales receipts
from Manager – Bond Operation Management
b) registers on stock registration book and hold under his/her
custody;

c) hands over bond coupons by denomination and sales receipts
to Addis Ababa district offices bond reconciliation officer by
letting the officer sign on the bond coupon delivery register;
d) balances the physical bond stock against the balance in the
system or register book
Bond Reconciliation Officer at District Offices
a) Receives, for Addis Ababa city districts, the bond coupons by

denomination and sales receipts from the bond operation
management team and for outlying districts receives the
coupons and sales receipts from DBE regional offices;
b) Registers on stock registration book and hold under his
custody;
c) Receives bond request letter from Branches and hand over
the bond coupons to the branch delegated person by the
denomination requested and sales receipt and sign on the
bond delivery format;
d) Balances the stock and reports quarterly.
Customer Service Manager at Branch

a) Receives the bond coupons by denomination and sales
receipts from District office, register on stock registration
book and hold under her/his custody.
b) Assigns customer service officer - maker back office to handle
bond operation.
c) Delivers the bond coupons and sales receipt to customer
service officer – maker back office on customer request base.
d) Co-signs the bond sales receipt and puts stamp on the sales
receipt form
e) Approves bond coupon s equivalent evidence/certificate in
customer name for lost and mutilated coupons of the original
bond (if any).
f) Approves the redemption for the right claimant s as per the
guide line.
g) Follows up the bond operation and the stock is balance
Customer Service Officer – Maker Back Office at Branch
a) Interviews the customer;
b) Advices the customer to deposit in cash or to fill the fund
transfer form to deduct from her/his account;

c) Receives the bond coupons by denomination & sales receipt
form from customer service manager;
d) Fills all appropriate data s to the bond coupons & sales receipt
form
e) Requests the customer to sign on bond coupon s & sales
receipt form and sign on the sales receipt;
f) Forwards customer advice, bond coupon s & sales receipt s
form for customer service manager for co-signing;
g) Receives bond coupon s & sales receipts from Customer
Service Manager after signed , Insert in to the system;
h) Delivers customer advice, bond coupon s & customer copy of
sales receipt s to the customer;
i) Balance bond sales and bond coupon issued;
j) Compile reports and report to Branch Manager;
k) Receives bond coupon and sales receipt for matured bond
coupon presented for redemption;
l) Prepares payment ticket and forward to customer service
manager for approval.
m) Retain photo copy of the bond coupon.
Senior Branch Controller

a) Checks the completeness of the deposit voucher/account to
account form and it has been credited to bond account;
b) Keeps the Branch copies of issued bond sales receipt by pad
under her/his custody;
c) Checks stock balance against Bond coupon register monthly.
d) Checks calculated interest on sample base.
e) Checks the principal bond coupon amount and the payment
transaction.
f) Files and Keep the bond coupon after crossed, written the
word paid and payment date and the payment ticket on
her/his custody.
9.20 Key management

9.20.1 Custody of keys
a. The following keys shall be recorded on the Bank s Official Key –

Register Book and Signed for by the Respective Persons
responsible to handle the key
I. Keys for strong room doors and large safes used as cash
vaults,

II. Keys for petty cash safes and grill doors for petty cash;
III. Keys for server rooms:
IV. Keys for safes or fire-proof cabinets containing valuable
documents or instruments;
V. Keys for regular filing cabinets and desks;
VI. Keys for Gates and Offices;
VII. 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.
b. Holders of cash vault room and cash safe keys should not leave
behind their keys in the Bank premises after office hour.
9.20.2 Duplicate Keys
a. Duplicate keys of strong room doors and safes of branches must

be held by the respective District under the dual control of the
Manager-district operations and the manager of the nearby
branch to the District. These duplicate keys must be kept in a safe
custody at cash vault room of the nearby branch to ensure
immediate supply in case of emergency.
b. Combination-Code of cash vault doors/safes should be sent to

the respective district manager (refer form CBECATS203) being
in a sealed envelope, for a precautionary measure. upon sending
this confidential information shall ensure that:
I. Double envelope is used.
II. The outer envelope is properly sealed and marked
confidential ; and
III. The inner envelope is also properly sealed, stamped with
stamp of the respective organ and marked combination-
code
c. Code numbers for Tellers Cash box or duplicate keys must be
with the Branch Manager; and the sealed envelopes should bear
the names of the user branch and person clearly and marked with
phrase Combination code-confidential on the envelopes.
9.20.3 Loss, replacement
a. The individual key holders should immediately report the loss of

keys in writing to their immediate supervisors ;
b. Those in custody of duplicate keys upon receipt of loss reports-
must immediately supply the duplicates to the concerned Branch

/individual ;
c. All costs and expenses that are incurred as a result of a key or
keys replacement or the change of a locking-device will be paid
by the employee who lost the key or keys.
d. Lost strong room door or large safe key must be totally replaced
by a new one at the expense of those responsible.
8.4 Cash handling within a branch

10.4.1 Cash Limit for Customer Service Officers
8.4.1 Cash Limit setting for customer service
officers The Customer Service Manager and Senior customer service officer-
The Customer Service Manager and Senior customer service Cash shall distribute cash to customer service officers as per the cash
officer-Cash shall determine the cash limit of front office
makers for starting the day’s operation for a certain period limit indicated hereunder for starting the day s operation and during the
uniformly, considering the volume of the transaction. However, day s operation. (owever, the limit set by the branch should not exceed
the limit could be revised periodically, as and when required
the amount stated hereunder:
Branch Grade Maximum cash Limit of front Customer
Service Officer Makers
Cash for the Cash in the hand of
start of the day Customer Service Officer

during the day’s operation
Grade III and 150,000 300,000
IV
Grade I and II 150,000 200,000
10.4.15 Handling of Branch cash vault and ATM safe key and
Combination
The Customer Service Manager and the Senior Customer Services
Officer-cash of the branch are responsible for keeping the dual lock
keys of the ATM safe and Cash Vault.
In case of, the dual lock is a combination and a key; the combination
shall be handled by the Customer Service manager and the physical
key by senior customer service officer-cash.
Customer service Manager
a) Receives opened Vault or ATM Safe and make change the


combination by himself and keep confidential for himself;
b) Writes combination code, vault type and other particulars on
Combination code reporting format and sealed in White
envelope sign on the sealed part.
c) Inserts the envelope on a small size kaki envelope, sealed the
kaki envelope, stamp on the sealed part and write Private
and confidential and send to the respective district manager.
d) He/she shall not hand over the combination code instead
make the taking over person to change to her/his own
combination code by giving opened vault or ATM safe when
hand over her/his duty.
e) Changes the vault combination code to mitigate unforeseen
events periodically.
In case of the dual lock is two physical keys the procedure stated
above shall apply for senior customer service officer –cash, too.
Senior Customer Service Officer-Cash
a) Receives the vault key against her/his signature on the Key


register. If the vault is a new one the duplicate key must be
submitted to district operation manager as a reserve;
b) Transfer of Key from one customer service Manager to
another must be handled by handing and taking key
registration and signing on it.
10.4.16 Handing and Taking over vault cash
When one of the custodian of branch s vault temporarily rotates or

permanently replaced i.e. The Manager Customer service or the
senior customer service officer, the following should be performed;
a) Vault Cash counting shall involve the concerned taking over and
handing over staff member/s in addition to the remaining dual
custodian/if any
b) Cash working paper sheet which display all the cash in vault
shall be filled and signed by the taking and handing over staff
members
c) The senior branch controller /branch controller shall witness
the counting and proper handing and taking over cash as per
this procedure ;and

d) Combination keys shall be changed and proper handing and
taking over strong room keys shall be performed per the
procedure.
a) Transaction between Networked and Non-networked

branches with WAN /cancelled
10.2 Transactions not allowed to 12.2 Transactions Not Allowed To Be Processed

be processed through the Online Through the Online System
System a) Withdrawal from inactive demand deposit account;
a) Transactions that take place through the b) Withdrawals of money from customers accounts that
power of attorney given to persons other than take place as per the customers standing instructions;
CBE’s customers on the savings or current c) Court order instructing payment by debiting ones account
accounts held with the CBE; should not entertained by other branches except the
b) Withdrawals of money from inactive savings account holding branch.
and current Accounts; d) Fund transfer or outgoing LMTS ordered by letter of
application (LMTS or account transfer forms) from
c) Withdrawals of money from customers’
corporate customers demand deposit and saving
accounts that take place as per the

customers’ standing instructions; accounts except Bankers cheque C.P.O transfer to
d) Other banks’ checks because there is no government entities.
online inter-bank transaction mechanism; e) Account to account transfers from Local currency
and accounts to foreign currency accounts.
e) Court order instructing payment by

debiting ones account should not
entertained by other branches except the
account holding branch.
f) Account to account transfers from Local

currency accounts to foreign currency
accounts.
13. PROCEDURE FOR CASH PICK AND CASHER

IMPLANT SERVICES
13.1 Procedure for cashier implant service
13.1.1 General Principle of Casher Implant Service


a) Collection service from client s customer of the high valued
customers of the particular site could be in the following forms;
1. In the form of cash;
2. Cheque deposit;
3. Account to account transfer; and
4. Through POS machine.
b) Collection services are given at clients selected location as

indicated on Contractual agreement;
c) Cash withdrawal shall not be entertained on high valued
customer sites;
d) At least two customer service officers shall be assigned in high
valued customer site to implement proper control on cash
collection ;
e) If there is a need to collect Cash and other depository items from
the assigned customer service officers at high valued customers
site during the day, at least roving customer service office or
senior customer officer –cash and roving controller or senior
controller shall be assigned to collect the cash and related tickets
and instruments.

f) The District manager shall approve and concluded an agreement
for casher implant service for a particular customer to ensure the
overall service provision and internal control;
g) The district operation manager/district manager shall avail the
necessary vehicle and escort for the cash pick up; and follow-up
the service per the contractual agreement.
h) The district shall select the appropriate branch to provide the

service considering the proximity to high value customer s
premises, human and other resources ;
i) The service shall be provided for high value customer requesting
the service by considering the customer s strategic relationship
with bank, volume of sales &foreign currency earning .
j) When there is need for cross-district integration to provide cash
pick up service the request of client and the recommendations of
the district shall submitted to V/P CATS for approval,
communication and coordination
13.1.2 Collections in the form of Cash
The Customer Services Officer/Maker at client’s site


a) Receives the cash along with the bank deposit slip signed by
the passenger/client/customer of the high value customer
and other supplementary client document prescribed by high
valued customer and agreed with bank.
b) Ensures that the amount of money given in both words and
figures is the same as that are filled on the deposit voucher by
the passengers;
c) Counts the cash by comparing it with the denominations
written on the bank deposit slip;
d) Credits the high valued customer s account by integrating the
name of the depositor and other reference prescribed by high
valued customer, if the collection of cash to be deposited is
within her/his discretionary limit. Otherwise, dual
authorization shall be requested from the concerned CSO-
checker
e) Collects service charge as per the bank s terms and tariff;
f) Prints the deal slip and provide a receipt to the
passenger/client s customer affixing the Customer Service
officer -Maker stamp as an acknowledgement of cash receipt.
And credit advice to the client as a bank deposit.

g) Hands over to the passenger/client customer the deal slip as
a receipt and keeps the deposit voucher for further balancing
and recording;
h) Balances her/his cash against the pertinent data on the
system with the CSO-checker at the half-day and the day-end
closing,;
i) Hands over the deposit voucher to the branch Senior Branch
controller , or Roving Branch Controller assigned to collect
the tickets ;
j) hands over the cash beyond her/his holding limit during the
day s operation, and the whole cash at the end of the day to
the Senior Customer Service Officer – Cash or to the roving
customer service officer assigned to collect the cash;
The Customer Services Officer – Maker (assigned as
Checker)
a) Authorizes the transaction within her/his authorization
limit;
b) Counts the cash and balances the transaction with the CSO-
Maker;
c) Makes sure that all the transactions are done properly.

The Senior Branch Controller Branch /Roving Controller
assigned on high valued customers’ site
a) Receives the deposit voucher from CSO-Maker at client s site
by counting the number of tickets and the total amount the
ticket represent;
b) Checks the proper posting in the system;
c) Checks the correctness of the daily operation made by
Customer service officer at clients office;
The Senior Customer Services Officer - Cash /Roving
Customer Service officer assigned on high valued customers’
site
a) Monitor the overall cash balance on Customers Service
officers till and take appropriate action to always maintain
cash limit;
b) Ascertains the correctness of the cash balance and collects
cash from the Customer Service Officer - Maker at client s site
by authorizing on the system as confirmation of receiving ;
c) Ensures no cash shall left in the safe of Customer Service
officer –Maker at clients office except Sunday s and holidays;
13.1.3 Collections in the form of cheques

a) Collects the cheques from the passenger/client s customer;
together with the filled-in deposit slip; other supplementary
client document prescribed by high valued customer.(only
CBE cheques are accepted for deposit and they shall instantly
be credited to high value customer account )
b) Ensures that the particulars filled in the deposit slip are
identical with those on the cheques received for deposit;
c) Checks the proper presentation, authenticity and
completeness of the cheque—that is, makes sure that the date
on which the cheque was issued, the name of the beneficiary
thereof, its endorsement, the amount of money in both words
and figures and the signature of the beneficiary appear on it.
d) Authenticates the signature, and posts both the debit and
credit entries by integrating the cheque number, the name of
the depositor and other reference prescribed by high valued
customer , if the limit is within her/his discretionary limit;
otherwise forwards the cheques for dual authorization to
CSO-checker;
e) Collects service charge as per the bank s terms and tariff;

f) Affixes the crossing stamp to the face of the cheque both the
original and the receipt of the deposit slip and then puts her
or his initials on all the documents and posts on the system;
g) (ands over the deal slip/advice to the passenger/client s
customer after putting thereon her/his initials;
h) Forwards the posted cheque to the Senior Branch Controller
after balancing them.
Checker)
a) Authorizes the referral request after checking the
genuineness of the document and correctness of the
transaction in her/his authorization limit;
b) Ensures that all the transactions are done properly;
The Senior Branch Controller at Branch/Roving Controller
assigned on high valued customers’ site
a) Receives the cheques and the tickets from the Customer
Service Officers at client s site by counting the number of
tickets and the total amount the ticket represent;
b) Checks the proper presentation, authenticity and
completeness of the check that is, makes sure that the date on

which the cheque was issued, the name of the beneficiary
thereof, its endorsement, the amount of money in both words
and figures and the signature of the beneficiary appear on it;
c) Checks for proper posting of transactions in the system;
d) Keeps such instruments and tickets under her/his custody
13.1.4 Account to Account transfer

a) Receives written and signed letter of instruction by the
client s customer to debit his/her account;
b) Authenticates the signature of the account holder/authorized
signatory;
c) Receives the application from the person who has been
lawfully delegated for the purpose if the remitter is Corporate
customer;
d) Debits the client s customer account and credit the (igh
valued customer s account by integrating the cheque number,
the name of the depositor and other reference prescribed by
high valued customer, dual authorization shall be requested
from the Customer Service Officer checker if the amount is

above the customer service officer limit If the amount of
money to be debited is within her/his payment-authorization
limit;
a. Collect service charge as per the bank term and tariff
b. (ands over the deal slip Client s customer debit
advice);
c. Forwards the passenger s application form to the
Customer Service officer -checker so as to cheque and
authorize the transaction;
d. Delivers the application form/letter of instruction to
the Senior Branch.
Checker)
a) Checks the correctness of the application form submitted by
the passenger/client s customer; and
b) Authorizes the transaction within her/his authorization limit.
The Senior Branch Controller

a) Receives the letter of instruction /application and checks the
proper postings in the system.
13.1.5 Collection through POS Machine

a) Inserts or swipes the passenger/ client customer card to the
chip slot or reader slot of the POS;
b) Selects the services and enter the amount of cash;
c) Requests the passenger/ client customer to enter her/his
PIN (Personal Identification Number) for validation if the POS
requests PIN otherwise, take the card as PIN less;
d) Prints the transaction receipts in two copies one for customer
advice and the other as source document, after getting the
authorization for the transactions;
e) Requests the customer to put her/his signature on the
receipts produced by the POS terminal;
f) Checks the signature on the card with the signature on the
transaction receipt;
g) Gives one receipt to the passenger/ client customer as
evidence of the transaction.
End of Day Process
a) Prints the daily summary and detail report using POS terminal;

b) Processes end of day tasks (data capture) using POS terminal on
or before the client closing hour every day, to ensure settlement
for transactions and balance of daily cash transaction
13.1.6 Internal Control
a) The correctness cash accepted for sales of tickets of passengers

shall be reconciled with the relevant documents and the
agreement with the cash collected at hand shall be ascertained
before returning to the branch
b) The branch senior branch Controller shall ascertain the
correctness of posting carried out by Customer Service Officer
Maker at client s sites with the overall daily transactions of the
branch in line with this procedure.
c) Deposit slip, cheque deposit slip and other evidence of collections
made at client s site shall be kept under the custody of the Senior
Branch Controller
13.1.7 Transaction Authorization and Staff Establishment
1. The customer service officer-maker and the customer service

officer –checker with equivalent position assigned shall be
assigned for dual authorization, cash counting, balancing and
reconciliation ;
2. The Customer Services Officer –Maker shall pass deposits
transactions made through collection of cash and transfer from
passengers /client s customers account to client s account up to
birr 100,000 ;
3. The customer service office –maker assigned on the high value
customer premises shall only process credit entries intended for
the high value customer account.
4. Collection of cash and transfer of passenger s/customers account
to client s account exceeding birr , . shall be referred to
CSO-checker and authorized.
5. Two Customer Service Officers shall be assigned permanently at
the client s sites. The respective Branch Managers shall assign
the staffs from the branches considering the staff s skill and
integrity.

6. All cash transportation from the client s site to the nearby branch
shall be carried out by the branch /district vehicles accompanied
by a security guard.
7. Cash should be surrendered to the base branch /nearby branch
at day end closing and when cash holding limit by Customer
Service Officer – Makers at clients site reaches birr 500,000 and
above;
13.2 Procedure for Cash pick up service
13.2.1 General principle of Cash pick up service
a) Cash pick up services shall be given to selected premium

customers ;and contractual agreement shall be concluded with
the premium to that effect ;
b) Collection in the form of cash and other negotiable instrument is
accepted from the customers site ;
c) The District manager shall approve and concluded an agreement
for cash pick up service of a particular customer to ensure the
overall service provision and internal control;
d) The district operation manager /district manager shall avail the

necessary vehicle and escort for the cash pick up services; and
follow-up the service per the contractual agreement.
e) The district shall select the appropriate branch to provide the
service considering the proximity to high value customer s
premises ,human and other resources ;
f) The service shall be provided for high value customer requesting
the service by considering the customer s strategic relationship
with bank, volume of sales &foreign currency earning .
g) When there is need for cross-district integration to provide cash
pick up service the request of client and the recommendations of
the district shall submitted to V/P CATS for approval,
communication and coordination.
13.2.2 Duties and Responsibilities of person involved in cash

pick up operation
Customer service officer –maker


a) Receives the cash along with the bank deposit slip designed
for off-branch cash collection (refer CBECATS111) signed by
the representative of the customer ;
b) Ensures that the amount of money given in both words and
figures is the same as that are filled on the deposit voucher
and the cash deposit ;
c) Counts the cash by comparing it with the denominations
written on the bank deposit slip;
d) Provide customer advice by affixing the Customer Service
Officer Maker stamp as an acknowledgement of cash receipt
until the provision of computer generated deal slip ;
e) Credits the premium customer s account by integrating the
name of the depositor and other reference prescribed the
customer as soon as return to the branch ;
f) Hands over the deposit voucher to the branch Senior Branch
controller and cash to senior customer service officer –cash ;
Checker)
a. Authorizes the transaction with in her/his authorization
limit;

The Manager Customer Service
a) Authorizes the transaction with in her/his authorization
limit;
b) Ensures all cash deposit forms designed for off branch cash
collection are accounted for.
The Senior Customer Services Officer - Cash
a) Ascertains the correctness of the cash balance against the
system and collects cash from the customer service officers;
 -Telegraphic transfer and blocking service have been repealed

(remittance service to/from non-networked branches and
interbranch payment from accounts maintained in non-
networked branch)
 -Forms are modified both in terms of content and design
 -Local draft preparation repealed.

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Commercial Bank of Ethiopia

Custo ers’ Accou ts a d Tra sactio service Process

Previous CATS procedure Revised CATS procedure

Previous CATS procedure Revised CATS procedure

Whereas, it is noted that the existing procedure does not

Whereas, there is a need to provide efficient services to

Now, therefore, it becomes important to review and

Previous CATS procedure Revised CATS procedure

1.2. Definitions 1.2 Definitions

Previous CATS procedure Revised CATS procedure

Previous CATS procedure Revised CATS procedure

Previous CATS procedure Revised CATS procedure

Earmarked Accounts shall mean accounts opened with

Previous CATS procedure Revised CATS procedure

Staff Accounts shall mean a bank account that is opened by

Foreign-Currency Accounts shall refer to an account in

Fixed-Time Deposit shall mean a type of contract in which

Previous CATS procedure Revised CATS procedure

1.4 Scope of the procedure 1.4 Scope of the procedure

Previous CATS procedure Revised CATS procedure

Manager- CATS operation

Previous CATS procedure Revised CATS procedure

Previous CATS procedure Revised CATS procedure

networked branches; operational risk are identified, assessed and managed;

Previous CATS procedure Revised CATS procedure

f) Ensure the rectification of discrepancies and comments reported

Manager- Cash custody and Issue

Previous CATS procedure Revised CATS procedure

Manager- Customers Account and Operations (at CATS CPC)

Previous CATS procedure Revised CATS procedure

Customer service Manager at branch

Customer service Manager at Customers’ Accounts and

Previous CATS procedure Revised CATS procedure

Previous CATS procedure Revised CATS procedure

2.2 Economic Ownership Dimension

Previous CATS procedure Revised CATS procedure

Previous CATS procedure Revised CATS procedure

Previous CATS procedure Revised CATS procedure

2.4 Features of deposit products and services

Eligible Entities to Open Savings and/or Demand

Previous CATS procedure Revised CATS procedure

f) Staffs of the CBE’s; and a) Individual women;

clubs; III. Youth Saving Account

Previous CATS procedure Revised CATS procedure

V. Education Saving Account

Previous CATS procedure Revised CATS procedure

2.6 Document required

2.6.1 Document required to local Currency account

Previous CATS procedure Revised CATS procedure

Documents to open a local-currency deposit account

Federal budgetary Institutions

a) Letter of instruction from Regional /city Finance and

Previous CATS procedure Revised CATS procedure

Previous CATS procedure Revised CATS procedure

Previous CATS procedure Revised CATS procedure

Previous CATS procedure Revised CATS procedure

account, signed by the legal agent of the b) Registered contractual agreement.

4) A valid passport or a residence permit of the

Opening of an account (Account opening formats are

The Customer Services Officer/Maker

d) Checks whether the customer has already maintained an

Previous CATS procedure Revised CATS procedure

5.1.1 Merging Customer ID