atm

ATM Card

ATM-cum-Debit Card

Front Face: 19 digit card number : 622018/08586/0/006650/1

1-6 : Bank Code 6220187-11 : 5 digit Branch Code 0858612 : Card Type (0-Domestic, 7-KCC, 8- International) 013-18 : 6 digit Card Sl. No. 00665019 : Check digit 1

Name of the Card Holder - 25 Only 4 special character are valid in Emboss Name (25 characters) - . ‘ () space Month and Year of Issue

Back face: Magnetic Stripe (Card No + Name + Issue Date)+(Card No+Address+Expiry date) White band for Signature

Cards are now issued with a validity period up to year 2049 AD

Types of ATM cards

ATM-cum-DEBIT CARD (State Bank Cash Plus)State Bank Cash plus International Card

SBI Gold Debit Card

Visa Gold International DEBIT Card

Mahe Card (Combo Card)

SBI Vishesh

SME ATM Cum Debit Card Facility

SBI Vishwa Yatra Foreign Travel Card

eZ-pay CARD - (Rupee Pre-paid Card / Payroll Card / Gift Card)

TYPES OF CARDSCard Type BIN No. Txn

(Cash)Txn (POS)

Domestic Card 622018 40100 50000

International Card

622018bbbbb8

45000 100000

Master Gold 511878 50000 200000

Visa Gold Card

428376 50000 200000

Yuva Card 463786 50000 200000

Vishesh Card 528095 50000 50000

ATM-Introduction

• How many Cards of the same type can be given to a customer?

• ONE. (However, multiple types of cards can be given to the same customer.)

• What is the Cash Drawal Limit / Day?• Rs.40000)• One CIF – 4 Accounts – 3 cards – What is the txn limit

per day? • Per Card Rs.40000• What is the limit on Intl Card?

ATM-Introduction

• Issued at Account / CIF level?• CIF Level• How many accounts can be linked by the branch?• 3 - 1st is Primary, 2nd is Secondary 1, 3rd is

Secondary 2.• How many accounts can be linked to a single Card?• 16 Accounts - Service Desk request to link beyond

3rd or to link the 2nd and 3rd too, if these accounts are opened after issue of the card.

CARD GENERATION

Customer request for ATM Card

Data goes to VIGPL through CDC for accounts where atm flag is given/data uploaded

VIGPL send files to ASC for processing after QC

ASC generates Embossa and Pin files and send to VIGPL for printing PIN mailer and Embossing Card

VIGPL Sends the Card and PIN mailer to the customer and the Branch respectively.

Check list for card generation(QC)• Valid 6 digit pin code • Address should not contain “C/O SBI”• If Address 1 and Address 2 are empty• Check 4th line for embossing (eg, roll no. in MAHE card)• Emboss Name- Name which will appear on card (3 to 25 characters, a-z, A- Z, space, 0-9,

Apostrophe, Opening parenthesis, closing parenthesis)• Product –INTERNATIONAL, DOMESTIC• Card Status – New (01), Replace (02), Renewal-Gold cards (03)• Product Code received within 15 days

– DOM--- DOM -----REJECT– DOM------ INTL ----ACCEPT

• Name having numbers in starting

ATM-Introduction

• How is Card / Pin received by the customer?• Registered Speed Post.• Pin – To be collected at the branch• How is Undelivered Cards handled?• Undelivered cards will be delivered at the branch and has to

be in the custody of a person other than the Pin custodian.• What is the fate of uncollected Pin / Card?• If pins are not collected by customers for 45 days – Destroy

Pins• Cards are hotlisted(not destroyed) when undelivered.

ATM-Introduction• What should a customer do if he has lost the Card?• Hotlist thro’ Contact Centre – • Amending – UserCode from 1 to 2/3/4 will not help,

because it is valid for only online txns while ATM txns take place in Offline mode too.

• For hotlisted Cards No Pin is generated.• How is de-hotlisting done?• -Service Desk. (No new card need to be issued, as it will

save the customer of Rs.200 if he has traced a lost(hotlisted) card).

• How to delink any linked Account• – Service Desk Request

ATM-Introduction• What are the Charges?• Charge for using home bank ATM – no charge• Other Bank ATM – Enq – Free(Acquiring Bank)• TXn- CA/KCC – Rs.20 per txn• SB- 5 txn free upto Rs.10,000/txn in calendar

month, Rs 20 for Txn>10000 per txn, >5 txn= Rs.20

• Hence TxnLimit is actually 40100

ATM-Introduction• What is the significance of Signature in ATM?• If swallowed by other ATMs – verify sign• POS – signature• What does Magnetic Strip contain?• Track1 = Card No+Name(greet)+Dt of issue• TracK2= CardNo+Address+Dt of Expiry• Track 3 = Blank

ATM-Pin/Repin

• When a customer seeks a repin thro Toll free, where does the repin go?

• Repin goes to home branch.• What is the other mode of seeking a repin?• Going to any Branch. Repin comes to the branch which

originated the request.• Pin Reqest Upto 30.6.2010 – Service Reqeust• From 1.7.2010 to 31.7.2010- Service Request + CMS• 1.8.2010 to 9.12.2010 – cms• 10.12.2010- cms + Toll Free number

ATM-Introduction

• Jt Account• 5 types – Single, EorS, ForS, LorS, Anyone or S• Not to Jointly operated.• How is a Platinum card different from other

Cards?• Platinum Card – Chip

ATM-Introduction

• No of Txns at Bank level / day• 53 lacs( Fin – 38 lacs, Services – 000s, Non-fin-Mini

statement – balance)• Out of 38 lacs, 30 our cust, 8 other bank cust• 3500 disputed – 2000 Bros/Swos Posting, 1500 –500

SBI on SBI, 1000 Our cust on other banks• 98581 at Bank level – 15 Cr, 98582 – 7 Cr

ATM Machine

1. Chest: Secure Area

2. Dispenser

3. Currency Cassettes

4. Purge Bin

5. Monitor

6. Processor

7. Receipt Printer

8. Combination Loc

9. DIP Card Reader

P75 F/A

Insurance

• Insurance is flat for 40 lacs enhanced to 50 lacs recently?

• Holiday - Keep it in Hand Balance• Do not load/keep in the ATM machine

because of insurance• What is the max number of notes that can be

loaded in each Casette – is also a factor for Insurance

How dispenses• 19000• 19000/Highest Deno(1000) – 1 = 18 = 18000• (Reminder )1000/Next High Deno(500)-1= 500• (reminder) 500/Next High Deno(100) = 500• 19300• Rounded off to next number• 20000/1000=20-1=19*1000=19000• 300/100=3*100=300• Cash is counted thrice before delivery – 1. when

first taken, 2. conveyor belt, 3. thickness

Cash• From 17.10.2010 ATM account is

3198/nnn/bbbbb/c earlier it was 98549bbbbbc• (350 such BGL accounts have been opened for each

branch to accommodate upto 350 ATMs)• Upto 17.10.2010, 3 ATMs• Cash loading Dr 3198 account(for each ATM of

the branch) Cr Br Cash Bal(cgl)• Earlier – Dr was to one single account for all the 3

atms of the branch(300 txns per day per atm – 900 txs to be searched)

• Each time, jt custodians operate, it has to tally

Cash Replenishment Procedure : SummaryWithdraw Cash from the Branch : Dr. 3198/nnn/bbbbb/c – Cr. Branch Cash Bal A/c Supervisory Mode:

Print Counter Counting of Physical Cash --- Tally Cash (before loading) Clear Cash Add Cash (Increase PC) Load Physical Cash Print Counter --- Tally Cash (after loading Test Cash

Normal Mode: Admin Function Insert Admin Card PIN Balance Enq Current A/c Print Y Print Machine Subtotal --- Tally Cash (in Rs with preloaded PC) Mid Point Adjustment Increase Cash Increase Cash in Rs hopper wise Print Machine Subtotal --- Tally Cash (in Rs with postloaded PC)

Sign & Paste both PC Slip & Admin Slip

Problems

• If casette is swapped, there is no problem.• Casette may sit anywhere• If however, the content of the casette is

swapped then there can be excess or shortage. Viz., 500 denomination is kept in the 100 casette, then there will be a problem

ATM Upto 17.10.10

From 18.10.10

Phy ADMIN 98549 3198 Accounts

1st atm 500000 500000 10 lacs 500000 3198/001

2nd atm 300000 300000 300000 3198/002

3rd atm 200000 200000 200000 3198/003

Problems

• Physical Admin• 300000 300000• 700000 Not increased• ATM will continue to disburse till 10 lacs

though ADMIN is 3 lacs• 1. Account debited• 2. Admin Balance Reduced.• 3. Physical Cash Dispensed.

Problems

• Physical Admin• 1000000 300000 B/f• 600000 600000 Dispensed• 400000 - 300000• Increase Admin with 7 lacs• 400000 400000• Record in Register and get it authenticated by BM.• If in Print counter slip, sufficient balance is available,

it will issue. It will not check the Admin Balance.

• After 17.10.2010• For our Bank customer• Dr Customer account• Cr 3198/nnn/bbbbb/c • For Other Bank customer• Dr Intermediary account(Interchange) – (Cust)• Cr 3198/nnn/bbbbb/c

ATM

ASC1.Bin

a)Our Bank – Pin Validation

b)Other Bank-Direct to Other Bank

CBSAccount Debited

Admin Balance Reduced

TLF

1 2

4

35

6A. Cash Dispensed6B. Receipt Printed

6C. JP Log is Printed EJ

6

7

8

8

• When Txn is waiting for CBS in Queue and refers to PBF

ATM

ASC1.Bin



CBSAccount Debited


1 2

4

35

1 Cash Dispensed2. Receipt Printed

3. Jp is Printed

6

7

PBF

SAF2

• When Core is not available – EOD is going on – Month End – SI/Interest Appln/etc

ATM

ASC1.Bin



PBF


1 2

4

35


3. Jp is Printed

6

7

SAF

CBS

• Other Banks Customer on Our Bank ATM

ATM

ASC1.Bin



Inter Change Switch

1.NFS(51 banks-IDRBT-

Hyd)-(RTGS/NEFT)

2.Master Card3.Visa


1 2

7

34


3. Jp is Printed

5

6

Visa Interchange Switch Singapore

Citibank, NY

Citibank CBS

a

b

c d

e

f

Succesful ATM txn :• Customer A/c Dr by Rs. X

• 98549 of the ATM Br will be credited by Rs. X• (3198nnnbbbbbc)• Counters of ATM will be Reduced by Rs. X

• Admin balance will be reduced by Rs. X

• Error free jp /EJ will be printed for Rs. X with response code “000” or “001”

ATM-Txn Flow

• For Successful Txns:• Receipt Printed With :• 000 – Dr Card – comes with Available Balance in the

Receipt• 001 – Cr Card • Jp LOG / EJ log is important.• EJ has to be pulled by Vendor (ABOSS)• Our responsibility is to ensure that ejLog is pulled by

Vendor• JP Log is available for 7 days, new ATMs – 30 days

ATM-Txn Flow• If 1 fails, No Service(CBS-No, TLF-No, EJ-No) • If 2 fails, refers to PBF.• If 3 fails, Cash Not Dispensed, account debited. ( CBS – D, TLF – No D, EJ -

No), admin not reduced. • If 5 fails, Cash Not Dispensed, account debited. ( CBS – D, TLF – D, EJ –

No), admin reduced.• If 7 fails:

– ASC assumes Cash is not dispensed• Admin Balance is Increased (Account is Debited and Credited. Admin Balance is

decreased and increased, But Cash is Dispensed)• Step 8 is initiated by ASC to CBS for Customer credit• Customer Account Credited.

– CASH DISPENSED BUT ACCOUNT NOT DEBITED– CBS – D&C, TLF – D&C, EJ – Yes or No(2 situations)

When Txn is waiting for CBS in Queue and refers to PBF

• When CBS is not available(including EOD), ASC will refer to Positive Balance File Server and pay.

• It will also update the PBF.• (PBF will be in future updated on Real time thro new

Golden Gate Software cost-2Cr). Now at 6.30 pm. Hold not taken care. Only Cleared Balance.

• Store and Forward(SAF) will then post the same to CBS.

2 CBS Debits, 1 Cash Dispensed.

• Assume Step 2 is taking a slightly longer time because of Queue, PBF will be referred.

• During Queueing , the queue would get posted first and then SAF will also hit CBS. – If balance is available – SAF will debit the account

again(Double Debit to Cust, Cash Dispensed Once).– If balance is not available – 98581 will get debited– In both the cases, 3198 is credited.– Double debit in the Customer, one time cash Dispensed.

VVIP – Both debits will have the Same RR Number.– RR (Reference Retrieval ) number is generated by ATM on

payment of Cash – ATM ID wise.

When Core is not available – EOD is going on – Month End – SI/Interest Appln/etc

• Night Txn – Month End Process• PBF – Balance – 5200, • Withdrawan – 5000• EOD – Interest Appln, SI, Folio Charges, etc• Balance in CBS has come to say 4500• SAF hits CBS, no balance in the account, hence 98581 account

debited.• Place a hold in the customers account immediately on the next

day and recover or else he may assume that the account is not debited and withdraw the remaining amount also. Happens most of the time in many br.

• Cash Dispensed – Account Not Debited

• If it is other Banks customer, then the route is longer

SBI Cust on Other Banks ATM

• Query Logged(Other banks atm – NFS – ASC – CBS – ASC – NFS – Other banks ATM) When ASC to NFS fails(funds are with us)

• Charge back by ATM(When NFS to other Banks ATM fails)(funds have gone to other bank)

• Short Cash in other Banks atm????

Types of ATMs and their IDs

• NCR – S1AN/S1CN• Diebold – S1AC/S1CC/S1RC/SIBC• WINCORE – S1AW/S1CW• LIPI – S1AL• TATA – S1AT• ATM ID – Upto 17.10.2010 S1AN/0/bbbbb/nn• S1AN-NCR, 0-SBI, bbbbb-br code, NN-sr no of atm• Now they are S10A/0/BBBBB/NNN 13 DIGIT atm

ID(13 digit)

• Ensure Surveillance system• VSS- casette to be replaced• DBSS – DVD to be stored

• When CBS fails, ATM also fails - when it is in the same hub as the branch.

• 1. PC Slip – No of Pieces• 2. Admin Slip – Value in Rs.• Both the above slips should be printed before

loading and after loading(replenishing)• The 4 slips should be signed by the Jt custodians.• When Admin is Reduced, Clearly Record in the

Register under BM signature• When Admin Is Increased, record in the Register

and BM informed/sign.

Supervisory Function

Select option 4 (Replenish)

– Next Screen

0 DISP SPPLY 1 PRT SPPLY

2 DISP CASH 3 DISP CNTRS

4 PRNT CNTRS 5 CLR CASH

6 CLR CARDS 7 CLR DEPOS

8 ADD CASH 9 INIT RECPT

10 TEST CASH 12 STD CASH

13 INIT STMNT 15 SPVR TRANS

18 DISP COINS 19 CLR COINS

20 ADD COINS 21 STD COINS

99 MORE

Select option ‘4’. Get the printout of the counters

REPLENISH

(STP)

Rs. 100/- Denomination



Print Counters Slip

For future reference mention the Date & Time on the Print Counters slip.

Indicates the pieces left in the ATM.

The ATM Prints the cash totals on the journal printer

Open the safe (by applying passwords of both the joint custodians)

Count the cash in each of the four cassettes.

Keep a record of the physical count.

Compare the physical cash count against the ATMs Counter totals printed on the Journal Printer.

Cash Loading….

Again go to the Screen ‘ Replenish’

REPLENISH0 DISP SPPLY 1 PRT SPPLY


4 PRNT CNTRS 5 CLR CASH 6 CLR CARDS 7 CLR DEPOS 8 ADD CASH 9 INIT RECPT 10 TEST CASH 12 STD CASH 13 INIT STMNT 15 SPVR TRANS 18 DISP COINS 19 CLR COINS 20 ADD COINS 21 STD COINS 99 MORE

o Then select option ‘5: Clear Cash’. Here all the cash counters are initialized to ‘zero’

o Then select option ‘8:Add Cash’ to load Cash

You will be prompted to select the cassette type Enter ‘2’ and press ok. You will be prompted to enter the number of notes. Enter the number of notes of Denomination Rs.100/ and press ok. Continue this process for Cassette Type 3

( Rs.500/ ) & 4 (Rs 1000/-) Press Cancel after completing.

When completed take a print out of the replenished amounts by selecting Print Counters option ‘4’.

(STP)

Cash Loading ……..

Open the safe and load the cash into the four cassettes in the ATM.

Make certain that you put the proper denominations in their respective cassette types.

Keep a record of the number of notes replenished in each cassette.

For example if your ATM is defined for Rs.500 in cassette type 3, 100s in cassette type 2 and 50s in cassette type 1, any error in loading cash in wrong cassette will result in wrong payment.

Put the cassettes back in the safe properly and close the safe.

Cash Loading ……

Problems

• If casette is swapped, there is no problem.• Casette may sit anywhere• If however, the content of the casette is

swapped then there can be excess or shortage. Viz., 500 denomination is kept in the 100 casette, then there will be a problem

Again go to the Screen ‘ Replenish’

REPLENISH0 DISP SPPLY 1 PRT SPPLY


4 PRNT CNTRS 5 CLR CASH 6 CLR CARDS 7 CLR DEPOS 8 ADD CASH 9 INIT RECPT 10 TEST CASH 12 STD CASH 13 INIT STMNT 15 SPVR TRANS 18 DISP COINS 19 CLR COINS 20 ADD COINS 21 STD COINS 99 MORE

o Then select option ‘10: Test Cash’. Here one note from each cassette will be picked up & kept in Rejected Bin’

Next - select the option ‘10: Test Cash’

This will test the dispenser and pick one note from each cassette and put in the Purge Bin

Displays the Dispenser status on the Operator Panel.

Now exit supervisor mode by selecting Cancel and Put back in to Normal Mode.

Now go for ADMIN Function

Admin Function

Admin Function : Starting Menu

Enter Your ‘PIN’ Number

The next screen displayed will be as under

Select the option ‘Balance Enquiry’

Now you will get the screen -

Select the option ‘From Current’

And the next screen :

Select the option ‘YES’, next screen displayed will be

Then the next Screen:

Select option ‘PRINT MACHINE SUB TOTALS’,

You will get a receipt/printout giving details of the Cash balance

Please note that - PRINT MACHINE SUB TOTALS is the

ADMIN Balance

i.e. what Cash Balance ATM should have!Balance Recorded at ASC

To be tallied with Denomination-wise Balance in Supervisory mode and Physical Cash balance in ATM .

C2 stands for Cassette 2 ( In general this cassette is configured for Rs 100/)

INC Rs. : Total increase i.e. summation of total cash replenished

OUT Rs. : Total Dispensed i.e. summation of total cash dispensed

Dec Rs. : Total Decrease i.e. summation of total cash decreased which is erroneously increased but this should be always authenticated and noted.

End Rs. : Balance amount available at ATM

An Admin Slip looks like this:

Next screen will be :

Select the option ‘YES’

You will go back to screen -

If Cash is to be replenished in the ATM, select the option ‘MID-POINT ADJUSTMENT’

You will get the screen -

Select option ‘INCREASE CASH’

Next screen to be displayed -

Select appropriate ‘Hopper’ to increase the cash Hopper 2 is Rs.100 , Hopper 3 is Rs.500 & Hopper 4 is Rs.1000

Next screen to be displayed as -

Enter the appropriate amount and say ‘YES’

Next screen to be displayed as -

Select ‘YES’ to complete the transaction

Next screen will be -

Select option ‘PRINT MACHINE SUB TOTALS’It will give the Admin Balance with increased amount.

Next screen will be -

Select option ‘NO’, The ATM screen will come to Normal

And the last screen :

(STP)

EXAMPLE OF A BALANCED ATM

Print Counter Slip Admin Slip

EXAMPLE OF AN UNBALANCED ATM

Cash Management Principles in ATMPhysical cash in ATM should always

tally with counter balance & admin cash hopper-wise

Physical cash: Actual cash present in ATM. (Notes present in all bins + Rejected bin)

Counter Balance: No of pieces of notes printed in print counter slip (supervisory mode)

Admin Cash: The amount printed in Admin slip as “END Cash”, while taking print machine sub-total during Admin function.

Cash Tallying• 5.10.10 – 11.20 am 8.10.10 – 7.20 pm• Block Period• A1, A2 for 5.10.10 and A3, A4 for 8.10.10 Admin Slips

(before and after loading)• Xs – 5000 – Difference between A2 and A3 of Out ->

Dispensed item in Admin slip.• Str-New ATM=0, Inc-When Admin Incr, Dec-When

correcting wrong incr, Out-Dispensed, End-Bal Now.• Cash Out difference of A2 and A3• 100 500 1000• A3 Out • A2 Out

Cash Tallying• Difference in A3 Out – A4 Out = How much

dispensed• 3198 should match with End???• ATM log after 11.20 am of 5.10.10 upto AtM

log upto 7.20 pm of 8.10.10• Download from Aboss – Excel• Remove reversals in Atm log, • Remove Partial reversals in Atm log• Add only the net of partial reversal

Cash Tallying• If 10 lac was dispensed, when you add up all

these you will get 10,05,000(ATM Log Excel)• Time out Txn – 5000 – Xs Cash• Total complaints that may come cannot

exceed 5000 + 5000(xs) = 10000 only• No customer can come with anything beyond

10000 , if anyone comes it is – straightaway fraud. Becos compensating errors are addressed by this excel.

Excess CashPhysical Admin 3198

110000 100000 100000

If 5 fails, Cash Not Dispensed, account debited. ( CBS – D, TLF(ATM) – D, EJ – No)CBS – D, TLF(ATM) – D, EJ – No

Or

If customer fails to take Cash, partly takes cash, Power FailureCBS – D, TLF(ATM) – D, EJ – With Error(Cash Retracted or Presenter Error)Dispensation is not confirmed/unknown.

Ps: If 3 fails, Cash Not Dispensed, account debited. ( CBS – D, TLF(ATM) – No D, EJ - No)Phy-110000 Admin – 110000, 3198 - 100000

Xs Cash

• Excess Cash of Rs.10000• Customer did not collect cash and Cash went

inside• For each Txn – 3 events• 1. Dr cust Cr 3198 – CBS• 2. Admin Reduced – ATM Log – Aboss ATM Log• 3. Cash Dispensed – EJ Log - ABoss• When Customer does not take the cash, Txn is

Not Successful – Cash Retracted/Presenter Error.

Xs Cash

• 1. Remove Xs cash Credit Sundry Deposits by debit to Branch Cash Balance.

• 2. Identify Txn – Compare EJ Log with ATM Log on T+2 day as ABOSS data will be available on T+2 day.

• EJLOg – X (Not Available or Available with Error code – Cash Retracted Inside/Presenter Error)

• ATM Log – Yes• 3. Identify the Customer(Branch, Bank, Other Bank)• 4. Reverse Sundry

Why T+2 Day(ABOSS Data)

• Todays Day Txn at 11 AM(1st)• Txn Recorded in ASC and CBS• Todays Night Txn at 11 Pm(1st)• Txn Recorded in ASC – CBS Debited tomorrow

thro SAF.(2nd)• CBS generates a file, based on ASC request

during EOD of Tomorrow(2nd)• This file is available to ASC on the Next Day ie

Day after tomorrow(3rd) = T+2

T+2 Day• txn(TLF) Log CBS• Yes Yes - No issue• Yes No - Ac – Not Dr Cash Paid SWOS• No Yes - Ac – Dr Cash Not paid BROS• Swos – Entries dr in nature – Cust is Debited on T+2

Day, If no balance/posting restriction in the account, then 98581 of cust Br is debited

• Bros – Entries Credit in Nature- Cust is credited, if NRE account / Cr Txn Prohibited, then 98582 account is credited of customer Branch.

Xs Cash

• Branch Customer – Dr SD Cr Customer• Other Branch Customer – Dr SD Cr 98516 of

Other Branch(Bch to be issued) because the other branch could have credited the customer based on his complaint and as per cir….

• Other Bank – Do not do anything, Advise the other bank cust to go to his bank for complaint – ASC will originate a debit on us on 98581 based on Charge back of other bank.

Charge Back

• Day 1 – Other banks customer used our ATM and his account debited, but cash not taken by the customer

• Day 2 – Other Bank to ASC(SBI) – ASC originates a email to the ATM Branch

• Day 3 – ASC Debits ATM branch 98581 with the amount and holds the amount for 10 days

• Day 10 – If no response from the branch after 7 working days, refunds the amount to the other Bank. If there is no Xs cash, ATM branch should provide EJ within 7 working days to ASC.

• Branch should reverse Sundry Deposit by credit to 98581 in this case.

Cash Shortage• Phy Admin 3198• 100000 110000 110000• Cash Dispensed , Account Not Debited.• A) If 7 fails:

– ASC assumes Cash is not dispensed• Admin Balance is Increased (Account is Debited and

Credited. Admin Balance is decreased and increased, But Cash is Dispensed) – Correct Reversal.

• Step 8 is initiated by ASC to CBS for Customer credit• Customer Account Credited(if not possible, 98582).

Cash Shortage– CASH DISPENSED BUT ACCOUNT NOT DEBITED– CBS – D&C, TLF – D&C, EJ – Yes (If EJ No-there is

no Problem)(Power Failure-Freak)– B) Txn Missing in ATM Log(TLF) but successful in EJ

Log. – At times, CBS – No Entry, TLF – No Entry, EJ – Yes

(This happens as a freak txn, NO REASON)– In both the cases of A & B, no Bros/Swos entry

would be coming on T+2, will have to check manually and post the debit to the customer’s account.

Cash Shortage• C) Erroneous Reversal• Dr/Cr with same amount but different txn

numbers( Dr = Txn No, Cr = Txn No+1)• (Correct Reversal – Same Txn No.)• If 7 fails, 2nd Txn Dr 3198 Cr 98582• (txn No+1) of home branch of Customer.• Whenever reversal happens with Txn No.+1, it is

always to 98582 account of home branch of customer and not customer’s account .(In correct Reversal either Customers account or 98582 is credited). Reason Not Known. Hence ATM Branch has to get it from home branch of Customer.

• ATM Branch will see ATM log• Txn No.+1 will be seen + C(S) 3000.00 + 2

entries.• Take it up with home branch of the customer.• VVIP - Admin Not Effected, 98582 of home branch of

customer credited but cash dispensed.• Hence home branch of the customer should credit

98516 of ATM branch with which the Cash Shortage Suspense entry is reversed by ATM Br

D) Two different txns with same RR No.• Both successful, both accounts debited

successfully• Admin reduced only for 2nd txn• Reduce Admin bal for 1st txn• Only correction as there will not be any

customer complaint

Reversal

• 1. Full Reversal• Cash Dispenser error from ATM, Switch will

generate a reversal• 2. Successful Partial Reversal(only in diebold,

now not happening)• 1000 requested, 700 dispensed – 500x1, atm

has only 2 notes of 100• Generates a reversal of 300.

• 3. Zero Reversal• Power failure / Cash Partially collected / Cash

Not collected• Dispenser is not confirmed, Dispensation is

unknown.• 4. Erroneous Reversal-(Already covered)• 5. Suspected Reversal – C(S) with 0 or full

amount

• Cr 3198 and Dr to Cust • Physical cash dispensed• Dr 3198 and Cr to Cust.• EJ Available – ATM log D & C• 1. Dr Suspense Cr 3198• Now the 3198 balance also will be 100000• 2. Reduce Admin Balance(Casette wise) after

recording it in the register(BM to authenticate• Now Admin balance is also 100000• 3. Identify the customer, EJ Log – ATM Log

• 1. Our Bank Customer – Dr Customer Cr Susp• 2. Other Bank Customer –

– A. CMS Complaint with EJ Log– B. 10th day – ASC will credit our 98582 account– C. Reverse Suspense by debiting 98582 account.

• Customer can lodge a complaint within 120 days of txns

• 12 working days will apply for complaints of customers lodged within 120 days of txn date.

• Else that 12 days for penalty at 100/- per day will not apply.

98581 Debits(4 Scenarios)

• T + 0 = Day time Txn TLF – Y, N CBS – Y, Y. • During Queueing , the queue would get posted first

and then SAF will also hit CBS. – If balance is not available – 98581 will get debited. (If his

account had got debited, Credit to his account would happen on T+2 days). Credit would happen on 98582 on T+2 day and that has to be reversed manually.

1. T+1 = Month End Eod2. T+2 = SWOS Posting(Ac – Not Dr, Cash Paid)3. T+ Anyday = Charge back Raised by Other Banks.

Customer Redressal

• Cir 221 dated 29.7.2006• Cir 447 dt 25.11.2006• 12 working days from date of receipt of

complaint(from OUR Bank customers) – if 1 Sunday 13 days, if 2 sundays – 14 days.

98582 Ac-4 Scenarios

1. Double Debit to customers account2. NRE Account3. One Debit in customers account and other in

98581 account on T, Credit always to 98582(T+2)

4. Dr Adjustments(Chargeback of our customers who used ATM card in other banks and did not receive cash though account is debited)

1. TLF – D, CBS – D – Successful in Switch

• 1. Check EJ• 2. If EJ is successful, no complaint• 3. If EJ is not successful, Verify Error Code and

find Excess cash• 4. If Excess cash is not found, check

compensatory error.

2. TLF – D, CBS – D , D – Double Debit with same RR No

• 1. ASC will credit thro BROS(to Customer Account or 98582 account )

• 2. If BROS Credit not found, send email to [email protected]

3. TLF – D & C, CBS – D Full Reversal with Switch Not in CBS

• Customer has not got cash but account Debited.(Initiation by ASC to CBS to credit the account has failed)

• 1. ASC will credit thro BROS(to Cust / 98582 account)

• 2. IF BROS Cr not found on T+2 Day, send email to [email protected]

TLF – D & C, CBS – D& C

• Full Reversal in Switch and CBS• 1. Verify for Customer account for credit• 2. Else verify 98582 account for credit• 3. Reverse the Credit of 98582 account to

Customer Account.

5. TLF – Blank, CBS - D

• 1. ASC will credit thro BROS• If Bros cr not found email [email protected]

6. TLF – D and 0(c) CBS – D, C&D

• Zero Reversal• When Cash goes inside• Cust account dr, TLF Debited, Admin is credited

for 0, Customer is Credited. But now since what amount has gone back is not known, Customer’s account is debited again.

• This is Suspected Txn – Xs cash will be available in the ATM (either full or part that has been deliberately left by the customer)

7. TLF D(1000) and C(400) CBS – D(1000), C(1000), D(600)

• Customer wanted 1000, deno not available• 1st Cust account debited with 1000• 2nd TLF reduced by 1000• 3rd Paid 600, therefore 1000 credited to customer• 4th 600 debited to customer on denomination paid• 5th the difference of 400 is credited to TLF• Successful Txn but Partially disbursed, Reversal of

1000 may go to 98582 account instead of Customers account.(NRE)

8. TLF – D, CBS – D, 98581-D

• ASC will credit thro BROS to 98582 account.• Reverse it to 98581 account.

• Though branches have provided EJ, branches do not get credit in 98582 because now crude way of providing EJ thro email or fax.

• ASC will now lodge CMS of other banks charge back(no more email).

• EJ is not uploaded properly. Becos ATM vendor is different from EJ Pulling Vendor(MS)

• + Penalty to Ej Vendor on the basis of 98581 also

• 93% of txns – ej available on 2nd day.• Being outsourced shortly for reconciliation. In

6 months it is going to be revamped.

Recon Process

• TLF/PTLF – generated by FSS• Core Txns Dump provided by CDC to FSS• FSS compares and TLF/PTLF with CBS Records• SWOS/BROS shown in ABOSS• Entries centrally posted by ASC in 98581 and

98582 by debiting 3198 of ATM Branch or ASC Account(for PTLF txns) as applicable.

atm

Documents

qcasc generates

print counter

printing pin

card generationcustomer

credit thro

bank pin validation

print counters

state bank