BoK - BPI AO - Illustrative To-Be Process Flows (Revised Mar 11 2014) PDF

BUSINESS PROCESS
IMPROVEMENT
Account Operations
High Level Integrated
To-Be Process Flows
Business Process Improvement – Account Operations The Bank of Khyber
Account
AccountOpening
Opening
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
The High-level to-be process flows have been developed on the basis of the to-be account opening model, the diagnostic reports, remediation plans and the to-be templates and other relevant deliverables of the BPI Account
Operations project and depict the high level work flow only. The Bank should not rely on these process flows as complete description of processes and controls involved. Since, at the time of development of these flows, the
Bank is still in the process of upgrading its system and policy & procedural documentation, these flows may significantly vary from the actual practice being followed, or that will be followed in the future, at different
branches of the Bank. They are being provided as value added reference material only to aid the Bank in swift implementation of the project’s output and the firm will not accept any responsibility for undesired outcomes
from use of these flows during implementation (if any).
Integrated To-Be Process Flows - Account Opening

Customer
Customer walks into the Branch.
The following information may be obtained

from the customer to initially ascertain
their eligibility for account opening:
· Complete residential address
· Complete employment address/
business address
· Source of Income
· Inquire as to the availability of
necessary documents (mainly proof Incase of other Identity document, the
For others, account opening process may be initiated
of source of income and identity document is scrutinized to ascertain its
based only on initial interview and assessment of
The Customer Relationship Officer/ documents) genuineness. If satisfied account A
customer particulars and verification of identity
Account Opening Officer greets the · Expected nature of the banking opening process is initiated.
documents may be carried out after submission of
customer and enquires about their relationship the completed account opening application.
requirement.
No
Obtains identity document of the customer

Takes customer to a comfortable and performs verification through NADRA Customer provides
Customer wishes to Verisys/ FBR portal depending upon the Customer provides NTN
Yes seating area. Conducts their initial CNIC/ Smart Card, POC No
open an account? type of document provided. or STRN?
screening to ascertain eligibility for or NICOP?
opening of acc0unt with the Bank and
provides guidance.
Account Opening Officer (AOO)
No Yes Yes
The Bank of Khyber (BoK)
Verifies customer identity Accesses FBR portal to verify NTN

Provides necessary guidance to the document through VERISYS or STRN provided by the customer.
Branch
customer according to their request

and proceeds with further processing/ NADRA VERISYS FBR Portal
refers the customer to the relevant
staff.
**In case of NADRA issued identity documents and in

business accounts where NTN and Sales Tax
Registration certificate has been provided as identity
document, account opening process should only be
initiated after their successful verification. For others, A
Verification Satisfactory? Yes
account opening process may be initiated based only
on initial interview and assessment of customer
particulars and verification of identity documents may
be carried out after submission of the completed
account opening application.
No
Politely informs the customer of the

discrepancy due to which their
account cannot be opened
Integrated To-Be Process Flows - Account Opening Page 1

Customer
The Account Opening Form (AOF)

Customer fills the AOF, signs it
specifies the list of documents which are AOF along with Account
(other than the specimen signature
required to be submitted with respect to Opening Documentation
section), attaches required
the nature of account being opened.
documents and submits for account
opening
Screens the customer name in negative Thoroughly scrutinizes the AOF and
name database to ensure that the customer documents received for genuineness,
A AOF
name is not appearing therein. completeness and accuracy and all blank/
B
Negative list Database/ not applicable fields in the form are marked
AML/KYC System void.
Provides Account Opening Form For the details of scrutiny performed by

Verification (AOF) to the customer, informs about AOO at the time of receiving AOF from
Yes Write the name of customer on AOF and the different products and services
satisfactory? the customer, Please refer “Annexure -
affix “Negative List Screening Clear” offered by the Bank and provides 1".
stamp on AOF.
guidance as to how to complete the

AOF
No
Branch
The Account Opening Form (AOF) specifies the list of

account types offered by the Bank under conventional and
Islamic banking. The form also contains a section of
additional services available such as cheque book, ATM
Politely informs the customer that his card, Internet Banking etc. to which the AOO can refer to
account cannot be opened while guiding the customer. Moreover, the account
opening officer should also explain different section of the
AOF to the customer, the expected time involved in
account opening and give an overview of the account
opening process.

Customer
Start of TAT Component 1
Inspects original identity document and Compares the copies of documents against
Documents retrieves and attaches the proof of
B their original (where required) and affixes AOF is accepted from the customer and
complete and Yes verification performed (Verisys print/ ‘ORIGINAL SEEN’ stamp. “Date and Time” of receipt is inscribed/
accurate? FBR portal screen shot etc.) at the time of affixed on the AOF and is later entered in
providing AOF to customer with the the system manually..
application.
No
If verification of ID doc was not

performed earlier due to other ID doc
(passport, ARC etc), it is sent to
Contacts the customer and requests them respective authorities for verification. Conducts KYC/CDD interview of the
to fulfill the requirement/ provide customer and fill the KYC/CDD form.
information.
Branch
At the stage of risk profiling of the customer, risk

will be determined based on a scorecard
incorporating risk determinants/ variables
assigned with different risk weights. The Performs Customer Risk Profiling (CRP)
customer will be rated in relation to each variable on the basis of information provided in
and depending on the total score will be AOF and KYC/CDD form.
classified as ‘Low’, ‘Moderate’ and ‘High’.

Customer
C Fills the internal account opening

formalities checklist and attaches it to the
AOF as the cover sheet and forwards the
AOF with other documents to BM.
Account Opening
Documentation
Branch
Reviews the account opening form, KYC/ Analyses the scores and the overall risk Obtains customer signature on Specimen
CDD form and attached documentation, in rating assigned by the AOO and revises/ Signature (SS) section of AOF/ SS Card,
compares them to those appearing on other
case of any issues, requests the AOO to amends the CRP scores and rating (if
sections of AOF, CNIC and affixes Signature
rectify. required). The BM then submits the application to
Admitted Stamp.
OM for further processing
Branch Manager (BM)
The following checks are performed:

· The Checklist has been completely filled by the Account
Opening Officer and that all required documents/ formalities
have been obtained/ completed. In case the account has been risk profiled
· Account opening documentation is checked for accuracy and as ‘High’, the BM forwards the AOF along
completeness with all documents to Compliance for Account Opening
approval of account opening. After Documentation D
· CNIC validity is checked and NADRA Verisys printout is
verified approval sends back AOF to BM who then
· OFAC list is reviewed to ensure that customer name does not sends it OM for approval.
appear therein

Customer
The system will automatically generate an account number with the sequence of digits representing the following
information at a minimum on creation of provisional account:
- Account Type
- Currency
- Branch Code
- System generated account number
The ID document number is used as a Identification Number to track and check all other accounts of the customer
and linking of accounts to each other so that an aggregate view of customers’ relationships with the bank can be
considered/ evaluated while creation/ authorization of new account. Through the Identification number the
information provided by the customer earlier will also be retrievable by the AOO.
Fills the system based document checklist,

Account Opening creates Provisional Account in the system by
Documentation entering information in the mandatory fields E
of the system.
The following checks are performed:
· Account opening documentation are checked for accuracy
and completeness
· CNIC validity is checked and NADRA Verisys printout is
verified
· OFAC list is reviewed to ensure that customer name does
not appear therein
· CDD/ KYC forms are checked for accuracy and
completeness
· Regulatory Risk Rating is checked for correctness.

Operations Manager (OM)
Branch
Bank Essential
Performs complete scrutiny/ review of

Account Opening Form is signed and
formalities checklist, AOF, KYC/ CDD form,
authorises the AOO to setup provisional
CRP and attached documentation. In case of
any discrepancy requests AOO to rectify account of the customer in the system.
Branch Manager (BM)
D
Account Opening
Documentation

Customer
E After submitting provisional account for

joint authorization of OM and BM, AOO
Bank Essential
returns account opening documentation
to OM/ BM..
Account Opening Account Opening

Documentation Documentation Customer details are corrected in the
X
system and the OM is informed of the
same and is requested to authenticate the
system entry
Branch
The provisional account is debit blocked by default

Account opening documents are returned until verification of the customer address is
and the discrepancy is notified to the successfully verified through delivery of letter of
Branch Manager (BM)/ Operations Manager (OM)
AOO for correction in the system thanks. Debit Block restricts the customer from
executing a debit transaction in the account until
CPU removes the debit block.
No
BM/ OM reconcile information on the

BM/ OM jointly authorise the provisional
account opening documentation with the System entry F
X Yes account in the system
system entry. reconciled?
End of TAT Component 1
Bank Essential

Customer
Pay-In slip Customer fills in a cash deposit slip and

makes an initial deposit at the cash
counter. The deposit slip is presented to
the AOO as a proof of deposit
confirmation

1.1.31
Provides a blank Pay-In slip to the Checks to ensure

that an initial deposit has been made G
customer and requests to make initial
deposit adhering to the minimum initial
deposit requirements as per the type of
account being opened
At this stage, all prerequisites for requisition

of cheque book and printing of ATM/ debit
card including acceptance of initial deposit
are completed, therefore cheque book and
ATM/ debit card request can be processed

Branch
At this stage, the OM discusses key terms & conditions with the
customer and requests them to make initial deposit so that their
Cheque book/ ATM card requests may be processed.. OM also
Account Opening
informs the customer about the charges for cheque book/ ATM
Documentation
card issuance and that the charges shall be non-refundable. The
customer is also informed about procedure of collection of cheque
book and delivery of ATM Card.
OM inscribes the account number on the

F AOF and the duplicate, KYC/ CDD form
and CRP sheet and other documents Forwards the Account opening
where required. and provide the documentation to the AOO for further
duplicate AOF and terms & conditions to processing
the customer

Ideally, the branch should complete the feeding of

Customer
remaining information in the system and scanning of

remaining documents on the same day when the
account is opened. Documents filed are as follows:
· Account Opening Form (AOF) along with
If the branch fails to complete the remaining an additional sheet stating terms and
information capturing in the system maximum by conditions
the end of next day, CPU will send intimation to the · Specimen Signature Card (SS card)
branch to complete the feeding of information and
· Other required documents as per
scanning of documents by end of subsequent day.
Annexure 1 depending on type of account
· Fax Indemnity
In case the branch fails to comply after repeated
· Shaky/ Infirm and Different Signature
reminders, the CPU will inform the Regional
Form
Operations for their perusal.
· CDD/ KYC form
Bank Essential Bank Essential · Customer risk rating
File
Process the cheque book and ATM/ debit Scans the AOF, copy of identity
G documentation and verification proof, KYC/
card request by feeding related Information into the non mandatory
CDD form, SS section of AOF, CB Request All account opening documentation is
information into the system which fields related to account opening is fed
Form, ATM/ debit card request form and filed.
automatically sends the request to vendor into the system. other documents in the system and links
and CPU respectively. them to the account for CPU approval
Please refer to Cheque Book and ATM flows for

further processing.
Branch
After authorization of all the documents by

BM, AOF and all scanned documents are
automatically submitted to CPU for
authorization
Checks whether all documents have been

Scrutinize the remaining information fed
scanned and linked to the account and
in the system.
authorises it.

Customer
At a minimum processing officer ensures the following:

- AOF is properly filled and appropriately stamped;
- CNIC verification through NADRA Verisys is successful;
- OFAC/ SDN/ Blacklisted entities/ individuals’ lists screening is clear;
- All customer details entered in the system are accurate as per the AOF and KYC/ CDD and other
Start of TAT Component 3 relevant account opening documentation. AOF and KYC/ CDD has been signed by BM whose
Processing officer
signature needs to be verified from the IBS lists;

- Document Checklist is filled and signed by the AOO and all documents ‘tick marked’ in the list
Scrutinize the AOF, KYC form and are attached in the scanned form;
H Access the account opening module attached documents in the system.
for pending items in the queue to - The provisional account has been approved by the OM and BM;
access the account opening - Initial deposit has been made by the customer;
information. - Cheque book and ATM/ debit card request form (where required) has been filled, scanned and
linked to the account;
- Physical verification of address has been conducted where applicable and the call report has been
properly prepared;
- Signature card and operating instructions are properly filled and operating instructions have
been correctly recorded in the system;
- Other checks to ensure that the account has been opened after all applicable requirements have
been complied.
Centralised Processing Unit (Branch Operations)
Accesses the account information and

performs due scrutiny procedures and
authorises the account in the system.
Bank Essential Upon receipt of delivery proof from
courier company that LOT has been
successfully delivered to the customer,
Supervisor
Removes the ‘debit block’ on the account

in the system.
Generates Letter of thanks through the Letter of Thanks

system and forwards it to the Supervisor
at the Mail Management Unit (MMU) for
dispatch to the customers.

Mail Management Unit - Supervisor
Dispatch LOT to respective customers

The Regional Operations will follow-up on the matter with the concerned branches who will contact the Upon receipt of delivery proof from
and maintain a record of all the LOT’s Delivered to customer? Yes
customer. The account remains ‘debit blocked’ until acknowledgment of the LOT is received. courier company that LOT has been
dispatched along with the status of
The customer is immediately contacted by the AOO at the branch through his/ her contact details to correct successfully delivered to the customer,
delivery on a prescribed system based
his/ her address. The following scenarios can take place at this stage: intimates
format.
Scenario 1:
- The customer may inform the AOO that his/ her address is correct and that the LOT was not received due to
non-availability of him/her or others at the given address.
No
- Based on such conversation, the AOO sends an email to the Supervisor at CPU AOU requesting him/her to
resend the LOT at the same address.
Scenario 2:
- The customer may inform the AOO that his/ her address is incorrect. The customer is then requested to visit
the branch and provide the correct address.
- The customer address is updated in the system and supervised by the OM and BM jointly as is applicable. Forwards the list of all undelivered LOTs
The processing officer and the Supervisor at CPU AOU perform the routine validation functions and LOT is to the respective branches under
dispatched on the updated address. intimation to Regional Operations for
In case the LOT is received undelivered for prescribed number of attempts, the customer’s account is closed in their follow up.
the system by the AOO and the customer is called upon and the initial deposit is refunded.

Guidelines for Scrutiny of Account Opening Application of the customer
The customer is required to fill out the account opening form, attach all required documents and submit the form to AOO. The AOO performs complete scrutiny of the filled AOF. The AOO besides ensuring completeness of the form also check that all documents have been
attached (for documents required for different customer types refer to the Account Opening Document Checklist contained in the enhanced AOF developed as part of the Account Operations BPI Project), whether these documents serve the purpose of initial identification of the
customer and give the application back to the customer until it is complete in relation to provision of all information and documentation by the customer.
Provision of Utility Bills
At this stage provision of utility bill by the customer becomes of paramount importance by virtue of being the initial confirmation of the customer’s address. If the customer’s address is same as that appearing on the identity document, the requirement to obtain utility bill is not
applicable. However, if the current address of the customer differs from identity document, then utility bill is required. In order to obtain initial assurance about customer’s residential address, the AOO obtains a copy of one Utility Bill in their own name or their father’s name.
However, this method has its own limitation that customers may not be able to produce a utility bill even though they may genuinely be residing at the given address. This may be the case for rural areas or under developed urban areas and as such there may be some instances
where the customer may not be able to provide utility bill as a proof of residential address. Utility bills may not be available for other reasons such as tenancy/ rental accommodation, absence of individual/ separate electricity meters/ gas meters or simply the potential customer
may not be a customer of any utility company. In such cases the bank verifies the address of customers through physical visit to the customer residence and filling out a call report. In case physical verification of customer’s address is not considered practical, the procedures
relating to dispatch of Letter of Thanks is considered sufficient considering the bank’s risk appetite/ acceptance. In such cases the BM is the approving authority and a report of such cases is sent to the Regional Operations identifying the reasons why such physical verification
was not considered practical.
Physical verification of customer’s address in selected cases
In case of sole proprietorship or unregistered partnership customer categories, physical verification of the address is mandatorily required. In addition the bank also conduct physical verification in cases of certain customer categories which are categorized as High under the
AML policy of the bank.
However, in case of accounts other than sole proprietorship, unregistered partnership and high risk customers, the physical verification of address is not be considered as a preferred means of proof of residence over provision of utility bill; therefore, the use of physical
verification is only restricted to cases where identity document address differs from current address and further the customer is not able to provide utility bill. As a result of the mentioned risk the requirement to obtain utility bill is overlooked and the branch staff start relying
on physical verification method, which is not desirable considering the TAT involved, increased work load on branch staff and limited authenticity of call reports in certain cases.
Key Considerations
· The system-based Document Checklist includes as a requirement that physical verification has been performed as a mandatory requirement in cases mentioned above where such visit needs to be mandatorily conducted and an optional requirement for cases where such
verification is not required to be conducted.
· The bank identifies the relevant staff who conducts the physical visits. However every effort is made to ensure that conflict of interest does not arise in the conduct of physical verification such as blood relationship between the customer and the officer performing the
visit or any other association which may impair objectivity.
AOF Signature differ from the CNIC/ other identity document signature
The AOO matches the signature on CNIC/ other identity document with the one on AOF. In cases where the signature is different, an Indemnity Form needs to be signed by the customer. The applicable checkbox in the system-based Document Checklist is ticked marked by
the AOO as a check to ensure completion of this requirement.
Services Required Section of the Account Opening Form (BOK Value Services) and Filling of Cheque Book Request and ATM Request Forms
The enhanced AOF contains fields for capturing various services offered to the customer. These include the following:
· Cheque Book
· ATM/ Debit Card (Debit Card currently not offered)
· Internet Banking (Currently not offered)
· SMS Alerts Service
· Statement of Account
· Lockers
At the time of receipt of filled AOF from the customer, the AOO will guide the customer in selection of various services offered.
The Account Opening Officer also verifies the following details at the timing of receiving AOF from the customer:
· CNIC expiry date

· Name of customer
· Father name of the customer
· Address of the customer
· Date of Birth of the Customer

Cheque
ChequeBook
Book
High
Highlevel
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processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Cheque Book

Customer/ Authorized
Representative
Customer fills in the cheque book order leaf/ cheque Cheque Book Order
book related services request form (CRF-G), or the Request/ Leaf
BOK Value services section of the account opening
form (as applicable) signs and submits it to the
branch for issuance of cheque book
Cheque Book Order Cheque Book Order Request/ leaf

Request/ Leaf is returned and the discrepancy is
notified to the customer/ authorized
representative for corrective action
No
Form/ leaf received

are scrutinized for completeness and Form/ leaf
accuracy. complete and
accurate?
Yes

Branch
In case the request has been placed through the

The application is accepted from the Customer Request form, the Customer slip is signed, Customer/ authorized representative is
customer and “Date and Time” of detached from the request form and handed over to the called, informed about the discrepancy
receipt is inscribed/ affixed. customer. The customer is then informed that their and requested to resubmit the request.
request is being processed
No
Signature on the form/ leaf is verified

against the customer scanned signature Signature
on the system verified?
Yes
“Signature Verified” stamp is affixed and

initial is placed on the form/leaf A
Bank Essential
Integrated To-Be Process Flows - Cheque Book Page 1

Representative
The call back confirmation is used to verify the genuineness in case

where requisition is made through authorised representative.
The call back confirmation obtained should be properly evidenced on a

'Call Back' form containing the following fields:
· Date and time of contact
· Contact No. through which the contact was established
· Whether contact established or not
A
No
Call back the customer to ascertain the Request genuine?

Intimate the OM and stops the
genuineness of the requisition made for
requisition from further processing.
issuance of cheque book.
Branch
Yes
Process cheque book requests by feeding Upon completion of the processing by B

cheque book information and uploading the AOO, the system automatically
scanned copies of requisition slip in the submits the initiated entry to OM for
system. authorisation.
Bank Essential

NIFT
NIFT Processes cheque books and

dispatches cheque books along with Printed Cheque Books
NIFT Delivery Report to the respective along with NIFT Delivery
branch Report
Account Opening Officer
Scrutinises cheque books for accuracy,

Sign NIFT Delivery Report as
cheque numbers etc., Sign NIFT Delivery
acknowledgement and sends a scanned
(AOO)
Report as acknowledgement
copy to CPU
and keeps cheque books under lock and key.
B
Branch
On authorisation system automatically

Review the information and scanned
Operation Manager (OM)
deducts cheque book charges from In case there are insufficient funds in the account the system
documents for accuracy and correctness
customer account and forwards the cheque rejects the request and it cannot be further processed. The
and authorises it.
book request to NIFT. customer is called and requested to deposit funds and re-submit
the application.

Bank Essential
ATM & CB Officer
Processing officer retrieves scanned copies of

requisition and list of CBs ordered from the system
and matches them with NIFT delivery report. Once
satisfied, enters the cheque series in the system.
CPU (Branch Operations)
Supervisor
Review the cheque series and authorises

the same in the system. C

Representative
C
Customer arrives at the branch and asks
for cheque book
Welcomes the customer and access the

customer’s account in the system to
ensure that there is no “Caution Mark”
on the account.
Account Opening Officer (AOA)
Ask for original CNIC to verify the

Verify the signature from the system.
customer’s identity. Obtain customer signature on the
cheque book request slip/ cheque book Handover the cheque book to the
handover register as acknowledgement customer.
Branch
Ensures that all the checks have been

undertaken and then activates the cheque D
series in the system.

Bank Essential
Contents of system generated report are:

· Date
D · Account title
Listing of cheque book activation during · Account number
the day are extracted from the system · Cheque book serial numbers
Account Opening Officer - AOO
· Number of leaves
The report is reconciled with the physical File

acknowledgment obtained from the
Discrepancy
customer. Yes Discrepancy is immediately reported to the Documents are returned to the AOO for
identified?
OM filing
No
Branch
The system generated report, and physical

acknowledgement/ cheque book delivery
register are forwarded to the OM for
review
Immediately carries our further

investigation of the discrepancy and

resolves it.
Yes
The report is reconciled with physical The system generated report is signed to
acknowledgements obtained from the Discrepancy acknowledge reconciliation of cheque book
customer No inventory
identified?

ATM
ATMCard
Card
High
Highlevel
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processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – ATM Card

For requesting ATM Card at the time of

Customer
account opening, the ‘BoK Value Services’

section of the account opening form is Application Form and
Customer fills in the ATM Related
filled. For subsequent requests, ATM Supporting Documents
Services Request Form ‘CRF-A’ and
Related Services Request Form ‘CRF-A’ is
submits to the designated officer
filled and submitted.
The form and documents are received

Application Form and and scrutinized for completeness and
Application
Supporting Documents accuracy and overleaf checklist is Documents are returned and the
complete and No
completed. discrepancy is notified to the customer
accurate?
for corrective action
Yes
In case the request has been placed through the

The application is accepted from the Customer Request form, the Customer slip is signed, Customer/ authorized representative is
customer and “Date and Time” of detached from the request form and handed over to the called, informed about the discrepancy
receipt is inscribed/ affixed. customer. The customer is then informed that their and requested to resubmit the request.
request is being processed
Branch
No
Signature on the form/ leaf is verified

against the customer scanned signature
Signature
on the system
verified?
Yes

initial is placed on the form/leaf
Bank Essential
Integrated To-Be Process Flows – ATM Card Page 1

Customer
Bank Essential
In case there are insufficient funds in the account the system

Branch
A Upon completion of the processing by rejects the request and it cannot be further processed. The
Process ATM Card request and uploads the AOO, the system automatically customer is called and requested to deposit funds and re-submit
scanned copies of form in the system. submits the initiated entry to OM for the application.
authorisation.
On authorisation system automatically

Review the information and scanned
deducts ATM Card charges from customer
documents for accuracy and correctness
account and forwards the request to CPU B
and authorises it.
for further processing.
Bank Essential


Processing Officer
B Processes ATM Card requests received

from different branches, generates pre-
production report and forwards to
supervisor for authorisation
Supervisor
The required encryption is carried out and

Scrutinises the pre-production report for The cards received are checked to ensured
the request is sent to the Vendor along
error, reconciles details with details in the that all the cards have been correctly
with required files/ materials for The ATM Cards with particulars of
scanned ATM forms, authorises the report embossed
production of ATM cards customers are submitted to MMU for
onward delivery to the customer

Mail Management Unit – Supervisor
ATM Cards
ATM Cards
Dispatch the ATM Card along with a

cover letter to the customer and C
maintain a record of all the ATM Cards
delivery on a prescribed system based
format.

ATM Cards Vendor
Processes the ATM Batch production

request and delivers ATM cards to MMU

Customer
Alternate Delivery Channel (ADC)
Upon receipt of call from the customer,

carries out PIN generation and card
activation through the IVR facility.
Mail Management Unit – Supervisor
Forwards the list of all undelivered Cards

to the respective branches under

intimation to the CPU and Regional
Operations for their follow up.
No
Upon receipt of delivery proof from

C
Delivered to customer? Yes courier company that ATM Card has
been successfully delivered to the
customer, updates the system record
accordingly.
ATM Cards Vendor

Change
Changeinincustomer
customer
Information
Information
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Change in Customer Information

The Change in customer information request form can be

Representative
used to place requests for changes in customers’ address,

contact details, company name/ account title and any other
Customer fills in the Change in Customer static information such as profession, income etc. other than Change in Customer
Information Request Form (CRF-C) by inputting information changes in the account such as signature, Information application
required changes in the relevant section of the form operating instructions, authorised representative etc are
(as applicable), attaches required documents, signs placed through separate forms. For other than information
and submits it to the designated officer at branch changes in the account process please refer to the process
flows for those areas.
Change in Customer
Information application
The application is scrutinized and

original identity document of the
application
customer is examined, a copy is obtained The application is returned and the
complete and No discrepancy is notified to the customer/
and original seen stamp is affixed
accurate?
authorized representative for corrective
action
Yes
The application is accepted from the

The Customer slip is signed, detached from the request Customer/ authorized representative is
Branch
customer and “Date and Time” of

form and handed over to the customer. The customer is called, informed about the discrepancy
receipt is inscribed/ affixed. The
then informed that their request is being processed and requested to resubmit the request.
checklist provided overleaf is filled.
No
Signature on the form is verified against

the customer scanned signature on the Signature
system verified?
Yes

initial is placed on the form/leaf A
Bank Essential
Integrated To-Be Process Flows – Change in Customer Information Page 1

Representative
Marks the previous information appearing

in the physical records of the customer as
A VOID and submits the physical file and
Process the changes by amending Upon completion of the processing by
application of the customer to the OM
customer information in the system as the officer, the system automatically

per the request. submits the initiated entry to OM.
Bank Essential Change in information

application & physical file

Branch
Reviews the changes in the system

information, the application and file of the Upon authorisation by the OM, the changes
become effective and the system entry is
customer for accuracy and correctness and B

authorises the system entry. Upon automatically submitted to CPU for review.
authorisation, the changes become effective. OM ensures that previous information is
marked void in physical file of the customer
and the new documentation is attached
therein
Bank Essential

Customer
Bank Essential
Processing officer
Scrutinizes the scanned request form and The Processing Officer ensures that there is no discrepancy in the
ensure that changes made in the system are as changes made to the customer information in the system and they have
B Access the system for pending items in per instructions of the customer. Upon been carried out as per the customer’s request. In case of any
the queue to access the change in satisfaction submits the entry for supervisor
discrepancy, the processing officer sends a memo to the branch
review
customer requests processed by detailing the discrepancies. Once satisfied with the changes, submits
branches. the entry for supervisor review.
Generates Letter of confirmation through

the system and forwards it to the Letter of Confirmation of

Is the request for Supervisor at the Mail Management Unit address
change of address?
Yes
(MMU) for dispatch to the customers.
Supervisor
No
Accesses the account information,

marks the changes as CPU reviewed.
Dispatch LoC to respective customers

and maintain a record of all the LoC’s
delivery on a prescribed format.
Forwards the list of all undelivered LOCs

to the respective branches under No Delivered to customer? Yes
Updates the record identifying the LoC
intimation to CPU and Regional as delivered to the customer

Change
Changein
incustomer
customersignature
signature
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Change in customer signature

Customer
Customer fills in the Change in Signature Request Change in signature

Form (CRF-B) and attaches required documents/ application
indemnity (if required), signs and submits it to the
designated officer at branch
Change in signature
application
The application is scrutinized and original identity

document of the customer is examined, a copy is obtained application
The application is returned and the
and original seen stamp is affixed complete and
discrepancy is notified to the customer/
accurate?
action
Yes
Designated Officer

The Customer slip is signed, detached from the request Customer is called, informed about the
Branch

form and handed over to the customer. The customer is discrepancy and requested to resubmit
then informed that their request is being processed the request.
No
Previous signature on the form is

verified against the customer scanned Signature
signature on the system. verified?
Yes

initial is placed on the form A
Bank Essential
Integrated To-Be Process Flows – Change in customer signature Page 1

Customer
Marks the previous SS card/ SS section of the AOF and previous

A Scans the new signature of the signature appearing in the physical records of the customer as VOID and
Upon completion of the processing by submits the customer file and application to the OM
customer/ SS card, uploads them in the
the officer, the system automatically
system and links them to the customer
Designated Officer
submits the initiated entry to OM.

information in the system.
Bank Essential Change in signature

Bank Essential
Branch
4.2.14
Reviews the application, new SS card/ application and affixes
signature admitted stamp theeron. Checks the previous SS Card/ SS Authorises the new signature in the
section of AOF to ensure that they are marked void in physical file system. Upon authorisation by the OM, the new
of the customer and the new documentation is attached therein signature of the customer become effective
and the system entry is automatically
submitted to CPU for review.

Customer
Bank Essential
Scrutinizes the scanned request form and ensure that new The Processing Officer ensures that there is no discrepancy in the
signature of the customer have been updated in the system changes made to the customer signature in the system and they have
Processing officer
B Access the system for pending items in and are as per instructions of the customer. Upon been updated as per the customer’s request. In case of any discrepancy,
the queue to access the change in satisfaction submits the entry for supervisor review the processing officer sends a memo to the branch detailing the
customer requests processed by discrepancies. Once satisfied with the changes, submits the entry for
branches. supervisor review.

Supervisor

Change
Changeininoperating
operating
instructions/
instructions/authorised
authorised
person
person
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Change in operating instructions/ authorised person

Customer/ Authorised
representative
Customer fills in the Change in Operating Change in signature

Instructions Request Form (CRF-D) and attaches application
required documents/ indemnity (if required), signs
and submits it to the designated officer at branch
Change in Change in
Operating Instructions
application
The application is scrutinized and original identity

document of the customer is examined, a copy is application
The application is returned and the
obtained and original seen stamp is affixed complete and No
discrepancy is notified to the customer/
accurate?
action
Yes


The Customer slip is signed, detached from the request Customer/ authorized representative is
Branch

form and handed over to the customer. The customer is called, informed about the discrepancy
then informed that their request is being processed and requested to resubmit the request.
No
Signature on the request form is verified

against the customer scanned signature
Signature
on the system/ SS card .
verified?
Yes

initial is placed on the form A
Bank Essential
Integrated To-Be Process Flows – Change in operating instructions/ authorised person Page 1
Representative
The system automatically stops processing of

any transaction in the account once the
processing is initiated in the system till the
initiated entry is authorised by the OM
Marks the previous operating instructions/

authorised person details (incl. previous SS card, if
A required) as VOID and submits the customer file and
Sets up new operating instructions/ Upon completion of the processing by
enters authorised person details in the the officer, the system automatically application to the OM
system. submits the initiated entry to OM.
Bank Essential Change in operating

Bank Essential
Branch
Reviews the application, checks the previous operating Authorises the operating
instructions, authorised person details (incl. previous SS card, if instructions/ authroised person Upon authorisation by the OM, the new
required) to ensure that they are marked void in physical file of details in the system. operating instructions/ authorised
the customer and the new documentation is attached therein person details become effective and the
system entry is automatically submitted
to CPU for review.
Representative
Bank Essential
Processing officer
The Processing Officer ensures that there is no discrepancy in the

Scrutinizes the scanned request form and ensures that new changes made to the operating instructions/ authorised person
operating instructions/ authorised person details have been details, specimen signature in the system and they have been
B Access the system for pending updated in the system and are as per instructions of the customer. updated as per the customer’s request. In case of any discrepancy,
items in the queue to access the Upon satisfaction submits the entry for supervisor review
change in customer requests the processing officer sends a memo to the branch detailing the
processed by branches. discrepancies. Once satisfied with the changes, submits the entry
for supervisor review.
Supervisor

Statement
Statementof
ofAccounts/
Accounts/
Balance
BalanceInquiry
InquiryCertificates
Certificates
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
The High-level to-be process flows have been developed on the basis of the to-be account opening model, the diagnostic reports, remediation plans and the to-be templates and other relevant deliverables of the BPI
Account Operations project and depict the high level work flow only. The Bank should not rely on these process flows as complete description of processes and controls involved. Since, at the time of development of these
flows, the Bank is still in the process of upgrading its system and policy & procedural documentation, these flows may significantly vary from the actual practice being followed, or that will be followed in the future, at
different branches of the Bank. They are being provided as value added reference material only to aid the Bank in swift implementation of the project’s output and the firm will not accept any responsibility for undesired
outcomes from use of these flows during implementation (if any).
Integrated To-Be Process Flows – Statement of Accounts/ Balance Inquiry Certificates

Statement of Accounts/ Balance Inquiry Certificates on Customer’s Request

representative
Customer fills in the Account Balance/ Application form

Maintenance Confirmation Customer
Request
Form (CRF-I) and attaches required
documents signs and submits it to the
designated officer at branch
Application form
The application is The application is returned and

application
scrutinized the discrepancy is notified to
complete and No
accurate? the customer/ authorized
representative for corrective
action
Account Opening/ Designated Officer
Yes
The Customer slip is signed,

The application is accepted detached from the request form Customer/ authorized
from the customer and “Date and handed over to the representative is called,
Branch
and Time” of receipt is customer. The customer is then informed about the discrepancy
inscribed/ affixed. The checklist informed that their request is and requested to resubmit the
provided overleaf is filled. being processed request.
No
Signature on the request form

is verified against the
customer scanned signature Signature
on the system/ SS card . verified?
Yes
“Signature Verified” stamp is

affixed and initial is placed on
A
the form
Bank Essential
Integrated To-Be Process Flows – Statement of Accounts/ Balance Inquiry Certificates Page 1
Representative
Statement of
account/ Balance
inquiry Certificate
System automatically deduct Statement

of Account/ Balance Inquiry Certificates
charges at the time of generation of
statement of accounts.
Generates the statement of

A account/ Balance Inquiry Forwards Statement of account/
Certificates and forwards it to Balance inquiry Certificate to
Bank Essential
operation manager for review the customer.
and signature.
Application form and

Application form and
statement of account/
statement of account/
balance inquiry
balance inquiry
certificate
certificate
Branch
OM after verification authorise

the statement of account/
Reviews the application
balance inquiry certificate and

forwards it to Account Opening/
Designated Officer.
Integrated To-Be Process Flows – Statement of Accounts/ Balance Inquiry Certificates Page 2
Periodic Issuance
The account details of all

customers (to whom statement
of account is to be sent) are
Bank Essential
extracted from the system for
period.
MIS Officer
Generates Statements of Reviews delivery proof and files Case File

Account through the system it.
and forwards it to the Statements of
Account
Centralised Processing Unit (Branch Operation)
Supervisor at the Mail

Management Unit (MMU) for
dispatch to the customers.
Dispatch Statements of Account to Upon receipt of delivery proof

respective customers and maintain Delivered to from courier company that
a record of all the Statements of customer?
Yes Statements of Account has been
Account’s dispatched along with successfully delivered to the

the status of delivery on a customer, intimates supervisor
prescribed format. at CPU
No
Forwards the list of all

undelivered Statements of
Account to the respective
branches under intimation to
Regional Operations for their
follow up.
Integrated To-Be Process Flows - Statement of Accounts/ Balance Inquiry Certificates Page 3
Issuance
Issuanceand
andCancellation
Cancellationof
of
Standing
StandingInstructions
Instructions
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Issuance and Cancellation of Standing Instructions

representative
Customer/ Authorised representative

fills in the Standing Instruction Standing
Customer Request Form (CRF-E) and Instruction
attaches required documents signs Application
and submits it to the designated
officer at branch
Standing
Instruction
Application
The application is scrutinized application The application is returned and

complete and No the discrepancy is notified to
accurate? the customer/ authorized
representative for corrective
action
Yes
The Customer slip is signed,

The application is accepted detached from the request form Customer/ authorized
from the customer and “Date and handed over to the representative is called,
Branch
and Time” of receipt is customer. The customer is then informed about the discrepancy
inscribed/ affixed. The checklist informed that their request is and requested to resubmit the
provided overleaf is filled. being processed request.
No
Signature on the request form is

verified against the customer
scanned signature on the Signature
system/ SS card . verified?
Yes
“Signature Verified” stamp is

affixed and initial is placed on
the form A
Bank Essential
Integrated To-Be Process Flows – Issuance and Cancellation of Standing Instructions Page 1
Representative
Confirmation
letter
System automatically deduct Standing
Instructions charges.
Bank Essential
The branches should be instructed to

reconcile/ match standing instructions
executed in the system during the day
with requests received from customers.
File Following details should be checked as a

A Application and the supporting minimum;
Sends letter to the customer
Incorporate/ Cancel standing documents are forwarded to the
and application form along with
instructions in the system Operations Manager for · Account Number,
documents are filled.
authorisation. · Account title;
· Amount to be transferred;
· Beneficiary Account; and
· Instruction received.
On execution of standing instruction a letter

(confirmation of execution of standing
Application form Application form, instructions) should be sent to customer. However,

and supporting supporting documents if execution of standing instruction could not be
documents and letter followed due to insufficient funds in customer
account, the Bank should also sent letter specifying
Branch
that instructions could not be completed due to

insufficient balance.
The application is signed for Generates Letter intimating

Reviews the application approval and entry in system is customer about standing
authorised instruction incorporation/
cancellation and forwards the
application along with letter to
Officer.
Bank Essential
Integrated To-Be Process Flows – Issuance and Cancellation of Standing Instructions Page 2
Stop
Stoppayment
paymentinstructions
instructions
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Stop payment instructions

Representative
Stop payment request can placed

either in person. Through
Customer places Stop Payment authorisaed representative, fax or
request over the phone.
Customer wishes to In case of successful verification, “Date A

Over phone Performs identity verification test by
place request... and Time” of request is inscribed/
asking a set of questions/ secret
affixed on the phone verification
information
document.
In person/ fax
The application is scrutinized and

original identity document of the The Customer slip is signed, detached
customer is examined, a copy is obtained The request is accepted and “Date and
Provides Stop payment request form Time” of receipt is inscribed/ affixed from the request form and handed
and original seen stamp is affixed. Customer/ authorized representative is
CRF-H to the customer and assist on the request form/ call verification over to the customer. The customer is
informed about the discrepancy and
them in filling out the form. then informed that their request is
document. requested to resubmit the request.

being processed
Branch
No
Signature on the form is verified against

the customer scanned signature on the Signature
system verified?
Yes

initial is placed on the form/leaf
Bank Essential
Integrated To-Be Process Flows – Stop payment instructions Page 1

Representative
Confirmation of Stop
payment Letter
Bank Essential
Process the request by marking the Confirmation of Stop payment letter is

A
identified cheque as “stopped/ generated from the system and
cancelled” in the system. forwarded to OM alongwith the request
form/ phone confirmation document for
review.

Branch
Reviews the application/ phone confirmation

For stop payments marked based document and cheque status in the system.
on phone requests, the OM Upon satisfaction signs the stop payment

continues to follow up the confirmation letter and dispatches it to the
customer to submit the written customer.
request to branch for record.
Bank Essential
Integrated To-Be Process Flows – Stop payment instructions Page 2

Dormant
DormantAccount
Account
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Dormant Account

Customer
Process of dispatch and follow-up of

the dormancy intimation letter shall
be done in the same manner as
‘Prior Dormancy’ letter.
Dormancy Intimation letters are generated

and dispatched to customers whose
accounts have been marked as dormant by
the system.
Status of those accounts in which no transaction

has been made for a continuous period of one
year is marked as ‘Dormant’. This is an
Centralised Processesing Unit (Branch Operations)
MIS Officer
automated process carried out by Bank Essential.

Generates a “Prior Dormancy” Generates ‘Prior Dormancy’ intimation Bank Essential automatically changes the status Upon expirey of the prior dormancy notice
list enumerating accounts letters for all such accounts from the of an account to Dormant if no transaction take period (1 month), the system automatically
approaching dormancy within system encouraging the customer to place for the prescribed period of time marks such accounts as dormant where no
the next 1 month perform transactions in the account to transaction has been performe dfor the
prevent dormency Account once classified as dormant by the defined period.
system, debit entries are restricted. Thus only
The Bank of Khyber
deposits are allowed but no withdrawal are

processed by the system
Mail Management Unit (MMU) - Supervisor
Updates outgoing correpondence Follows up the delivery satus from

records enlisting all prior dormancy Dispatches the letter to the customer the courier company and accordingly
letters to be dispatched updates records.
In case the “Prior Dormancy”

intimation letter remains undelivered,
the list of all undelivered letters is
forwarded to the respective branches
under intimation to CPU and Regional
Integrated To-Be Process Flows – Dormant Account Page 1

Customer
Customer submits CRF-J for re

activation of account.
Form along with original CNIC is

submitted/ re submitted to Account
Opening Officer
Form and Supporting

Documents
Documents received are scrutinized

for completeness and accuracy.
Expiry of the CNIC is verified plus
copy of the CNIC is stamped as

“originally seen”
Branch
Documents Customer is informed that the

CNIC is expired? No complete and No account cannot be reactivated and
accurate? documents are returned to the
customer along with supporting
documents if any.
Yes Yes No
Signature on the application is

Application form is stamped as
Customer is informed that the verified against the customer Signature “Signature verified” and signed A
account can only be reactivated upon scanned signature on the system Yes
verified?
submission of copy of renewed CNIC/
NADRA Token and documents are
returned to the customer.
Incase of renewal of CNIC, the AOO at the

branch should perform NADRA Verisys
and update the system with renewed
Bank Essential CNIC of the customer accordingly with
approval of OM and BM.

Account Opening Officer (AOO) File
Bank Essential
Revise the customer’s KYC/ CDD Subsequent to reactivation,

A Customer is requested to perform
and records the changes in generates a report from the
a debit transaction in the account
system. Account is marked as system of transactions in
and application along with
reactivated in system and reactivated accounts on a periodic
supporting documents is filed.
forwards the documents to OM basis.
Branch
Operations Manager/ Branch Manager
Compliance/ Regional Operations OM/ BM meets the customer (if

Manager conducts review on required) and changes to KYC/ CDD On approval by OM,
and account status is Authorised in the Review the system generated system automatically
sample basis to ensure that all Documents are returned to
system and reactivation form is signed report and authorise it. intimates the Supervisor
formalities are complied with while Processor
reactivating the dormant accounts. CPU to review reactivated
accounts
Bank Essential
Central Processing Unit (Branch Operations)
Access the reactivated accounts

from system, tests their
genuineness and marks the
accounts reviewed in system.
Supervisor

Deceased
DeceasedAccount
Account
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Deceased Account

Legal Heir(s)
Application
However bank may come to know about
Customer’s legal heir(s) the demise of the customer from the
Informs the branch about the media sources
demise of the customer
After due scrutiny, Branch The application along with

immediately freeze/ blocks Legal heir(s) provides written supporting documents are application The application is returned and
the customer account application along with scrutinized complete and the discrepancy is notified to
supporting documents to claim accurate? the Legal heir(s) for corrective
amount of deceased account. action
Succession certificate is required for deposits

exceeding Rs 100, 000 or indemnity bond on
appropriate value of stamp paper for deposits up
to Rs 100, 000 along with two personal The application is accepted A
guarantees. This will also be accompanied by from the customer and account
Branch
application from all the legal heirs and copy of balance is checked.
CNICs and death certificate of account holder/
beneficiary of the instrument
Bank Essential
Integrated To-Be Process Flows – Deceased Account Page 1

Legal Heir(s)
Review By CPU
CPU should review the closure of
account process performed by the
branch and also ensure applicable
formalities have been completed
A Is amount in deceased After authorisation by OM/ BM, After payment, closes account
No Application is forwarded to and the account has been marked
account greater than pay the Amount to legal heir(s) of deceased customer by
BM/ OM for authorisation. as 'Deceased' in the system. In
Rs. 50,000? through the mode selected by initiating account closure
addition the CPU should also
legal heir(s). process.
ensure that unused cheques and
ATM Card have also been marked
as cancelled in the system.
Yes
Application Application
Branch
OM/ BM after verification

Review the application authorise the application and
release of fund request.
BM/ OM

After authorisation by BM, pay After payment, closes account

B
Application is forwarded to BM the Amount to legal heir(s) of deceased customer by
for authorisation. through the mode selected by initiating account closure
legal heir(s). process.
Review By CPU
CPU should review the closure of
Application Application account process performed by the
branch and also ensure applicable
formalities have been completed
and the account has been marked
as 'Deceased' in the system. In
addition the CPU should also
ensure that unused cheques and
ATM Card have also been marked
as cancelled in the system.
BM/ OM authorise the

Review and authorise the
application and release of fund
OM/BM
application and send application

request.
to Branch Banking operations
Branch
for obtaining legal opinion.

Application Return application to Branch Application

with reason.
Branch Banking Operations
No
Head Office
Reviews the application and

obtains legal opinion. Yes
Legal opinion clean?
Approves the application

Unclaimed
UnclaimedDeposits
Deposits
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Unclaimed Deposits

Generates Unclaimed Notices for all such

Generates a “Unclaimed Accounts”
accounts from the system intimating the
list enumerating accounts which
customer to perform transactions in the
will be due to be submitted to SBP
MIS Officer
account and forwards them to the MMU

in next 90 days
Supervisor
If the beneficiary of account is a

minor or a government or a court
of law, the account is not
included in the list of unclaimed
deposits by the system.
In case the “Prior Dormancy” intimation

letter remains undelivered, the list of all
undelivered letters is forwarded to the
respective branches under intimation to
Centralised Processesing Unit (Branch Operations)
CPU and Regional Operations for their

follow up.
Processor
Reconcile on daily basis and maintains a

Account Operations
The Bank of Khyber
status sheet of acknowledgements of

Forwards the status sheet to supervisor
delivered notices and undelivered notices
for his review.
with the number of unclaimed account
holders reported
Supervisor
Reviews and sign the status sheet

Mail Management Unit
Supervisor
Updates outgoing correspondence

Dispatches the notice to the
records enlisting all Unclaimed
customer
Notices to be dispatched
Integrated To-Be Process Flows – Unclaimed Deposits Page 1


Reviews the list for completeness and
accuracy and makes to entry in system
to debit the customer account and Forwards the unclaimed accounts
Branch
credit centralised account

list and credit advice to the head
office
Account Operations - Processor
Centralised Processesing Unit
Generates a “Unclaimed Accounts” list

For which the period of post dormancy
10 years time has expired and advices
the respecive branh’s operation
manager to transfer funds
The Bank of Khyber
Unclaimed deposits status is Data received from branches is Branch wise summary and The Unclaimed Deposits data for
reconfirmed form branches in the consolidated in SBP defined covering letter is prepared, for the period is reported to SBP in
last week of march format ( Form XI) transmitting funds to SBP treasury first week of april
Banking Operations Department
Head Office
Covering letter along with branch

wise summary is approved by
Incharge BO
Funds are transferred to SBP

account by debiting relevant
branches accounts

Statr Bank of Pakistan (SBP)
Bank account is credited and letter

of credit is sent to bank
Internal Audit Department
Documents received are scrutinized ,

Application
signed and returned to BO
Form C
(Approved)
Application
Form C
Banking Operations Department

Banking Operations Division
Documents received are scrutinized

for completeness and accuracy and
forwarded to Head Internal Audit for All the documents along with copy
Officer
A covering letter addressed to SBP

approval of form XI in which deposit was
consumer protection department
initially reported is forwarded to
is prepared
SBP protection department
Branches
Application is received from

customer for refund of unclaimed
deposits, Form C is filled and
forwarded to BO for further
process

Complaint
ComplaintManagement
Management
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Complaint Management

Customer
Places complaint through the

available mode(s)
Regional Compliance Officer
Customers can place complaints in

The severity of complaints is
person by visiting regional office, by
In case the complaint is received determined based on pre-determined
dropping complaint in the drop box
through drop box or is placed in types of complaints that are severe for
available at branch, by phone directly to
person at regional office, the the Bank. Additionally, where the
complaint management unit, by email/
regional compliance officer complaint involves a monetary claim by
post.
forwards the complaint to head the client, severity is determined based
office based complaint management on pre-determined monetary
In case of complaints received through
unit for further processing thresholds.
drop boxes, the complaints are
Centralised Complaint Management Unit
Forwards case to MD/ ED along

Conducts initial investigation of the Complaint of sever with head of the relevant
All complaints are received at the Acknowledgement of receipt of Yes
complaint, documents the findings nature responding function and/ or orders
Centralised Complaint complaint is sent to the customer
and forwards the case to the head formal investigation through
Management Unit (Compliance). and the same is reported to SBP.
of compliance function. internal audit function (if required)
(Compliance)
No
Forwards the case to the head of

relevant responding function
(Operations/ business as applicable)
Head of responding function
Further investigates the case,

arranges resolution of the A
complaint and provides detailed
response identifying responsible
personnel (if applicable)
Integrated To-Be Process Flows – Complaint Management Page 1

Customer
Account Opening
Documentation
Centralised Complaint Management Unit (Compliance)
The resolution note is a detailed summary of the complaint

prepared when the complaint management unit has received the
responses from all relevant function. The note describes in detail,
the investigation findings, response/ action taken by the
File
responding function to address customer concern and identifying
personnel responsible. The note should also recommend way
forward/ further action required to be taken in response to the
complaint by the Bank, this may include recommendations for
remedial action to prevent the incident from recurring, identifying
if the case should be subject to disciplinary action against
responsible person etc. and seek comments/ feedback of relevant
authorities on the note (if any).
Continuously follows up and collects Once the complaint has been resolved or a satisfactory Initiate further remedial action as
A Dispatches a reply to the customer per agreement of the relevant
response from responding function/ response has been received form the responding function,
clearly indicating the action taken authorities (obtained through the
instructions of ED/ MD and/ or prepares resolution note and forwards the same to MD/ ED
by the Bank and the reasons/ resolution note) and files
investigation findings from the (if required) head of compliance and HR (if required)
rationale of the decision. documents.
investigating function (if applicable). seeking their comments/ feedback/ queries (if any).
Relevant authorities/ functions (ED/ MD/ HR etc)
except the responding function
Integrated To-Be Process Flows – Complaint Management Page 2

Closure
Closureof
ofAccount
Account
High
Highlevel
levelprocess
processflow
flow––for
forreference
referencepurpose
purposeonly
only
DISCLAIMER
Integrated To-Be Process Flows – Account Closure

The following supporting documents are

required to be submitted along with the
account closure application:
Customer
· ATM Card (Original)

· Unused Cheques (if any)
Customer submits filled Account
· Locker Key (if any)
Closure Form (CRF-K).
For a closure of account of a Public Limited
Company, a board resolution is required to be
attached as a supporting document
The system is accessed to ensure that

Filled Request form is Documents received are scrutinized all the unused cheque as displayed in
submitted/ re-submitted to for completeness and accuracy the system are being submitted and
the branch along with the reconcile unused cheques with it
relevant supporting
documents.
Branch
The Branch Manager should try to address

any grievances/ complaints regarding the
Bank's services and make reasonable attempt
to prevent the customer from closing the
account with the Bank.
Such instances should be considered for Personally meets the customer Customer agrees for
Yes
Branch Manager
reporting to Regional Operations and and enquire as to the reasons for

not closing A/c?
Application is discarded
Complaint Management function by the intended closure of account.
Operations Manager and ensure reasonable
service up-gradations to service quality to
address such issues for better provision of
service standards. No
Application is reviewed, marked for

processing and forwarded to the
AOO for initiating the A/C closure A
process
Integrated To-Be Process Flows – Closure of Account Page 1

A Application and
supporting documents
(if any)
Bank Essential
Signature on the application are

verified against the customer
scanned signature on the system and Account along with ATM / cheque
Application and supporing application is stamped as “Signature book is marked as ‘closed’ in the
Verified” system and Operations manager is Bank Essential
documents are scrutinized
intimated for authorization
Branch
At the time of scrutiny, AOO

makes sure that there is no
liability due from the customer
to Bank and incase of a profit
bearer account, AOO arranges
for the due profit to be paid to
customer.
When OM authrises the

account closure in system, Entry is reviewed and authorized in
the system B
CPU is automatically intimated
about the entry for the
necessary review.
Bank Essential

ATM Card and cheque book is

shredded in the presence of
B
Customer case file is extracted from ‘Account Closed’ stamped is affixed Operations manager
the records and documents are archived
File
Relevant documents along with form
are scanned into the system Bank Essential
A system generated report of accounts C

closed along with the scanned
documents is sent to CPU supervisor
through the system
Branch

Supporting Documents Compares it with the account closing

entry posted in the system to ensure
C A/C closure report genuineness and correctness of accounts
closed and authorise it in the system
Bank Essential
Informs the BM and asks him to

Reviewing remove any discrepancies/ exceptions
satisfactory?
No identified
Supervisor
Central Processing Unit (Branch Operations)
Yes
Generates a letter to inform the

Sends a confirmation report back to customer about closure of account

branch manager and forwards it to Mail Management
Unit
Bank Essential
File
File
Delivers the letter to Customer and
files a copy

BoK - BPI AO - Illustrative To-Be Process Flows (Revised Mar 11 2014) PDF

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BUSINESS PROCESS

Integrated To-Be Process Flows - Account Opening

Customer walks into the Branch.

The following information may be obtained

Obtains identity document of the customer

Verifies customer identity Accesses FBR portal to verify NTN

customer according to their request

**In case of NADRA issued identity documents and in

Politely informs the customer of the

Integrated To-Be Process Flows - Account Opening Page 1

The Account Opening Form (AOF)

Provides Account Opening Form For the details of scrutiny performed by

guidance as to how to complete the

The Account Opening Form (AOF) specifies the list of

Integrated To-Be Process Flows - Account Opening Page 2

Start of TAT Component 1

If verification of ID doc was not

At the stage of risk profiling of the customer, risk

Integrated To-Be Process Flows - Account Opening Page 3

Account Opening Officer (AOO)

C Fills the internal account opening

The following checks are performed:

Integrated To-Be Process Flows - Account Opening Page 4

Fills the system based document checklist,

· Regulatory Risk Rating is checked for correctness.

Performs complete scrutiny/ review of

Integrated To-Be Process Flows - Account Opening Page 5

Account Opening Officer (AOO)

E After submitting provisional account for

Account Opening Account Opening

The provisional account is debit blocked by default

BM/ OM reconcile information on the

End of TAT Component 1

Integrated To-Be Process Flows - Account Opening Page 6

Pay-In slip Customer fills in a cash deposit slip and

Start of TAT Component 2

Provides a blank Pay-In slip to the Checks to ensure

At this stage, all prerequisites for requisition

ATM/ debit card request can be processed

Branch Manager (BM)/ Operations Manager (OM)

OM inscribes the account number on the

Integrated To-Be Process Flows - Account Opening Page 7

Ideally, the branch should complete the feeding of

remaining information in the system and scanning of

Please refer to Cheque Book and ATM flows for

After authorization of all the documents by

Checks whether all documents have been

End of TAT Component 2

Integrated To-Be Process Flows - Account Opening Page 8

At a minimum processing officer ensures the following:

signature needs to be verified from the IBS lists;

Accesses the account information and

Removes the ‘debit block’ on the account

Generates Letter of thanks through the Letter of Thanks

End of TAT Component 3

Dispatch LOT to respective customers

Integrated To-Be Process Flows - Account Opening Page 9

Guidelines for Scrutiny of Account Opening Application of the customer

Provision of Utility Bills

Physical verification of customer’s address in selected cases

· CNIC expiry date

Integrated To-Be Process Flows - Account Opening Page 10