Green Channel Counter
Job Card & Instructions Manual (With relative CBS screens)
STATE BANK OF INDIA NEW BUSINESSES DEPT CORPORATE CENTRE MUMBAI
Contents 1.Introduction .................................................................................................................................. 3 2. Green Channel Counter-About the Facility ................................................................................ 3 2.1 Transactions available........................................................................................................... 3 3. The Process ................................................................................................................................. 3 3.1 CASH DEPOSITS: ............................................................................................................... 4 3.2 CASH WITHDRAWAL: ...................................................................................................... 5 4. Benefits to the Bank .................................................................................................................... 7 5. Benefits to the Customer ............................................................................................................. 7 6. Screen shots on Transaction Process Device (TPD) ................................................................... 8 6.1
Deposit Transaction: ........................................................................................................ 8
6.2
Withdrawal Transaction: ................................................................................................ 10
6.3
Fund Transfer Transaction: ............................................................................................ 12
7. Screen Shots on SWO's Terminal ............................................................................................. 15 7.1
Deposit Transaction: ...................................................................................................... 15
7.2
Withdrawal Transaction: ................................................................................................ 16
7.3
Fund Transfer Transaction: ............................................................................................ 17
8. TPD BaNCS Integration – Technical Flow .............................................................................. 18 9. Reports ...................................................................................................................................... 18 10. Role of SWOs, Branch Managers & Controllers .................................................................... 19 10.1 Role of Branch Managers ................................................................................................. 19 10.2 Role of Controllers ............................................................................................................ 19 10.3 Role of SWO ..................................................................................................................... 19 11. General Matters ....................................................................................................................... 19
1.Introduction Out of the 70 million plus ATM cum Debit Cards issued by the Bank, 20 million cards are still inactive and of the remainder, large numbers are only partially active. With a view to migrating these cardholders to other alternate channels like ATMs and PoS, the Bank has decided to install Transaction Processing Devices (Two per Branch) at SWO counters at four branches in each Circle, on a pilot basis from 1st July 2010.The branches with large card bases and large numbers of cash withdrawals were identified. A large number of our pension Account holders and other senior citizens still prefer Branch Banking to other alternate channels. They derive certain comfort in this, even though it involves delay and filling up of forms etc. It is hoped that if we could give a helping hand in using the Debit Cards in Branch Banking, we would be able to gradually migrate them to PoS at merchants as well.
2. Green Channel Counter-About the Facility This is a counter where the customer's transactions can be done by swiping the card on a device called the Transaction Processing Device (TPD), which is similar to a Point of Sale(PoS) machine, placed at a SWO's terminal. The relevant customer data available with CBS is captured by swiping the card, and authenticating the customer is achieved with the four digit PIN provided for the Debit Card. Since the facility is paperless and eco-friendly, it has been christened as the "Green Channel Counter". It also saves time and provides an easy, secure way of doing transactions.
2.1 Transactions available To start with, three types of transactions are possible under this facility viz. a) Cash withdrawals up to Rs.40,000 b) Cash deposits up to Rs.40,000 c) Remittances up to Rs.40,000 to Accounts in SBI Core Banking Environment
3. The Process The Transaction Processing Device (TPD) is connected to the SWO's terminal. The TPD is capable of reading the magnetic stripe on an ATM/Debit card and will identify the customer. The customer authentication will be done by his/her PIN.
3.1 CASH DEPOSITS: The activities for this, are as under: 1) 2) 3) 4)
The customer goes to the 'Green Channel Counter' A message "Please swipe the Debit card" appears on the TPD Screen. The customer swipes the Card The customer presses the "ENTER" button. The TPD will display the message "Please select the type of transaction" 0. Cash Deposit 1. Cash Withdrawal 2. Funds Transfer
The customer selects Cash Deposit by entering "0" using key pad on TPD. The message "Enter the Amount" is displayed The customer enters the amount The customer is asked to confirm the amount. The screen message displayed is "State Bank of India- Cash deposit- The entered Amount is Rs.....Press "ENTER" to confirm or "CANCEL" to modify." 9) If he confirms the amount, the message "Please enter the PIN" is displayed. 10) If NOT confirmed, again the message "Enter the Amount" is displayed 11) The customer enters his/her PIN and presses the "ENTER" button on TPD 12) On successful PIN authentication, the Branch server populates the Cash deposit Screen of CBS on SWO's terminal with Account Number, Name of Account holder, CIF Number of Customer, Home Branch Code and Amount (If PIN is invalid, an error message "INVALID PIN" is displayed and thereafter the initial screen appears.) 13) SWO verifies the transaction and accepts Cash, enters denominations in the cash drawer, and transmits the transaction. 14) On successful validation by the system, the Account balance is updated by the deposited amount. 15) The TPD prints the Receipt in duplicate which contains the Bank Name, Home Branch Code, Date, Time, Account No, Customer's Name, Amount, and a message "This is a computer generated receipt and does not require signature. This receipt is generated on a thermal printer, and may fade. You are advised to take a xerox in copy. Thank you for using our Green Channel Counter.” 5) 6) 7) 8)
3.2 CASH WITHDRAWAL: The activities for this, are as under: i. ii. iii. iv.
The customer goes to the 'Green Channel Counter' A Message "Please swipe the Debit card" appears on the TPD Screen The customer swipes the Card The customer presses the "ENTER" button. The TPD displays the message "Please select the type of transaction" 0. Cash Deposit 1. Cash Withdrawal 2. Funds Transfer
v. vi. vii. viii.
The customer selects Cash Withdrawal by entering "1" using key pad on TPD The message "Enter the Amount" is displayed The customer enters the amount The customer is asked to confirm the amount. The screen message displayed is "State Bank of India- Cash withdrawal- The entered Amount is Rs.....Press "ENTER" to confirm or "CANCEL" to modify." If he confirms the amount, the message "Please enter the PIN" is displayed. If NOT confirmed, again the message "Enter the Amount" is displayed The customer enters his/her PIN and presses the "ENTER" using Key Pad on TPD On successful PIN authentication, the Branch server populates the Cash withdrawal Screen of CBS on SWO's terminal with Account Number, Name of Account holder, CIF Number of Customer, Home Branch Code and Amount (If PIN is invalid, an error message "INVALID PIN" is displayed and thereafter initial screen appears.) The SWO verifies the transaction, enters denominations, pays Cash and authorises transaction. On successful validation by the system, the Account balance is updated with the amount withdrawn. The TPD prints the Receipt in duplicate which contains the Bank Name, Home Branch Code, Date, Time, Account No, Customer's Name, Amount, and a message "This is a computer generated receipt and does not require signature. This receipt is generated on a thermal printer, and may fade. You are advised to take a xerox copy. Thank you for using our Green Channel Counter.”
ix. x. xi. xii.
xiii. xiv. xv.
3.3 FUNDS TRANSFER: For Transfer of funds, the activities are as under: i. ii. iii. iv.
The customer walks up to the 'Green Channel Counter' A Message "Please swipe the Debit card" appears on the TPD Screen The customer swipes the Card The customer presses the "ENTER" button. The TPD will display the message "Please select the type of transaction" 0. Cash Deposit 1. Cash Withdrawal 2. Funds Transfer
v. vi. vii. viii. ix. x. xi. xii. xiii. xiv.
xv. xvi. xvii.
The customer selects Funds Transfer by entering "2" using key pad on TPD The message "Enter To Account Number” is displayed The customer enters the Account number of the beneficiary, who has to be an SBI Account Holder. The customer is asked to confirm the Account Number by pressing Green button on TPD. If he/she confirms the Account number, the TPD displays Beneficiary’s name. Press "ENTER" to confirm or "CANCEL" to modify. The customer is then asked to "Enter the Amount” If he confirms the amount, the message "Please enter the PIN" is displayed. If NOT confirmed, again the message "Enter the Amount" is displayed The customer enters his/her PIN and presses the "ENTER" button on TPD On successful PIN authentication, SWO terminal populates, the From Account Number & Name of Account holder, CIF Number of Customer, home branch number, Beneficiary Account Number and Name of beneficiary and Amount (If PIN is invalid, an error message "INVALID PIN" will be displayed and thereafter initial screen is displayed.) SWO verifies the name of the beneficiary by asking the customer, and then transmits the transaction. On successful validation by the system, the Account balance is updated with the amount transferred. The TPD prints the Receipt in duplicate which contains the Bank Name, Home Branch Code, Date, Time, Customer's Name & Account No., Beneficiary’s name & Account No., Transferred Amount, and a message "This is a computer generated receipt and does not require signature. This receipt is generated on a thermal printer, and may fade. You are advised to take a xerox copy. Thank you for using our Green Channel.”
4. Benefits to the Bank
ATM cum Debit Card swipe with PIN provides a safe mode of identification. It is another alternate channel and a customer friendly solution. It can help in gradually migrating inactive cardholders to ATMs & PoS at merchants. The GCC saves stationery/vouchers/cheque leaves. It adds to Customer satisfaction. It also saves time at the SWO counter as the customer does the work Interaction of the customer with the SWO provides an opportunity for Cross selling. It avoids Voucher Verification Report Checking and therefore, reduces Back-office workload on the Bank's Staff.
5. Benefits to the Customer
The GCC provides safety and comfort to the customers, in performing POS transactions. It avoids filling up of withdrawal forms / cheques, pay in slips. It helps in delivering quicker service to customers.. The customer can get the cash in denominations of his/her choice. Manual intervention of SWO provides human touch. The customer gets a receipt/print out of the transaction.
6. Screen shots on Transaction Process Device (TPD) 6.1
Deposit Transaction:
6.2
Withdrawal Transaction:
6.3
Fund Transfer Transaction:
7. Screen Shots on SWO's Terminal 7.1
Deposit Transaction:
7.2
Withdrawal Transaction:
7.3
Fund Transfer Transaction:
8. TPD BaNCS Integration – Technical Flow
9. Reports Transaction Log of all transactions will be maintained by the system based on which Reports can be generated. The receipt/acknowledgement printed at the end of the transaction which is generated on Thermal Printer will fade. It is advisable to take a photocopy of the same in case the customer wants to preserve it.
10. Role of SWOs, Branch Managers & Controllers 10.1 Role of Branch Managers The critical role of Branch Managers is to identify suitable SWOs for manning the Green Channel Counters. He is expected to brief and motivate them for successful implementation. He is also expected to extend full support to the officials of the implementation team. The customers should be informed and motivated to bring their Debit Cards. 10.2 Role of Controllers All AGMs (RBO) in whose administrative control the GCC branches fall shall visit the branches and hold staff meetings to explain the concept and its benefits. They are expected to extend all possible support and guidance to the employees connected with the project. 10.3 Role of SWO SWO is expected to encourage customers to use Debit Cards and also prompt them to use the Debit cards at PoS with merchant establishments. SWO may also utilise the interaction for Cross selling of other products.
11. General Matters GCC transactions will appear like ATM and INB transactions in VVR, since no voucher is involved in it. Hence, checking/verification of VVR is also not required. Customer identification is solely on the basis of PIN validation. Once the PIN is validated, the transaction is treated as an authorised transaction by the customer. Dispute Redressal Mechanism Matrix is in the order of Branch Manager, Regional Manager and GM of Network. TPD should be kept at SWO counter in such a manner that secrecy of the PIN is maintained and customer's confidence is gained on this aspect. (It is suggested to keep the TPD in an opaque box so that typing of PIN by the user is not visible to any other person). =========
