Internet and Mobile Banking Procedures :: 1

Table of Contents
1. Introduction :

2. Definitions :

3. Functionalities of CBE Internet and Mobile Banking :

4. General :
1. INTRODUCTION :
1. Introduction :

1.1. Acronym :

i. OTP : One Time Password

ii. PIN : Personal Identification Number

iii. CSV : Comma Separated Values

iv. CSM : Customer Service Manager

v. CATS : Customer Account Transaction

Services

vi. TS : Trade Services

vii. IBS : Internet Banking Services

viii. TSO : Technical Support Officer

ix. FTP : File Transfer Protocol

1.2. Background :

The Commercial Bank of Ethiopia (CBE),

being a pioneer in the country's financial
market, has been going through
transformation processes and technological
shifts so as to render services that are
modern and up to the expectations of
customers. This perpetual transformation is
in line with the bank's vision to become a
world class bank. To realize this vision, CBE
is adopting the latest technologies and
introduce new services. The internet
banking service and mobile banking
services are among the newly introduced
services designed to enable customers
transact 24 hrs a day and seven days a
week without the need to go to the bank's
counter. CBE's mobile and internet banking
services offer a wide range of services to
customers such as fund transfer, payments,
bill payments, and balance enquiry.

This procedure is thus prepared as part II of

E-payment Procedures of the bank with
specialization in T24 mobile and internet
banking services. The procedure gives
information on the functionalities and
services provided by the T24 Mobile and
Internet banking solutions and also the
process flow of the subscription and related
services of CBE mobile and internet banking
services.

1.3. Purpose :

The main objectives of this procedure shall

include:

a) To establish standardization and

uniformity in the internet and mobile
banking process;

b) To have a source of reference to

performers;

c) To delineate the duties and

responsibilities for each employee at all
level

d) To provide guidance and support to all

employees to enhance their efficiency and
effectiveness so as to bring the intended
quality of service.

e) To establish internal control and risk

management process
2. DEFINITIONS :
2. Definitions :

2.1. Arc-Mob application :

Arc-Mob application is a Temenos product

which is integrated with T24 and allows
performing Mobile banking services.

2.2. Corporate Internet Banking :

Corporate Internet Banking is an internet

banking channel that provides organization
with online banking services, including
account inquiry, transfer and remittance,
and online payment and other features
peculiar to the Corporate Internet Banking
as stated in the terms and conditions.

2.3. Downloadable Channel :

Downloadable Channel shall mean a type of
mobile banking service that allows the
customer to download CBE's Mobile Banking
Application and it needs a smart mobile
apparatus which allows downloading the
mobile banking application. This service
allows transfer to a predefined beneficiary
account and to any customer of CBE.

2.4. Fortress Server (System) :

Fortress Server (System) is the system the

bank uses to authenticate its Internet
Banking users through the pocket token
supported by the system.

2.5. Internet Banking :

Internet Banking refers to the use of the
internet as a remote delivery channel for
banking service through a secure website
operated by the bank.

2.6. One Time Password (OTP) :

One Time Password (OTP) is a password

that is accessed via the security token and
is valid for only one login session or
transaction (that changes after each login,
or changes after a set time interval).

2.7. Password :

Password is a secret series of characters

that enables Internet banking user to
access the system.
 2.8. Personal Internet Banking :

Personal Internet Banking is an internet

banking channel that provides CBE
individual customer with online banking
services, including account inquiry, transfer
and remittance, and online payment.

2.9. PIN :

PIN, a personal identification number (PIN)

is a secret numeric password shared
between the user and the Fortress system
used to access the pocket token.

2.10. Pocket Token (Security Token) :

Pocket Token (Security Token) is a small

hardware device which supports a system
used to prove one's identity electronically.

2.11. Security Questions and Answers :

Security questions and Answers is one

medium of authentication in which the
Internet Banking user is expected to choose
and fill at the time of registration and
obliged to remember when authentication is
called for.

2.12. Suspending a Token :

Suspending a Token is the process of

de-activating a pocket token whenever it is
reported lost / stolen.

2.13. SMS (Short Message Service) :

SMS (Short Message Service) shall mean a
text messaging service component of
phone; using standardized communications
protocols that allow the exchange of short
text messages. For the purpose of this
procedure SMS mobile banking channel is
applicable for all mobile phones that can
send and receive SMS, the customer can
send the full character or the first three
characters or a single character for example
"BALANCE" or "BAL" or "B".

2.14. Synchronization :

Synchronization is the process of readying

the pocket tokens by filling in their serial
numbers on the Fortress server before they
are delivered to branches for their ultimate
distribution to the internet banking
subscribers.

2.15. The Extensible Hyper Text Markup

Language (XHTML) :

The Extensible Hyper Text Markup

Language (XHTML) shall mean an
application protocol for distributed,
collaborative, hypermedia information
systems. For mobile banking service the
mobile handset must support an internet
browser so that she/he can access the URL
of mobile banking service.

2.16. Token Serial Number :

Token Serial Number is a unique number
stamped in the reverse side of the token.

2.17. User ID :

User ID is a unique name given to or

chosen by the customer, for the use of the
Internet Banking which identifies him/her
from another user.

2.18. Unstructured Supplementary

Services Data (USSD) :

Unstructured Supplementary Services Data

(USSD) is a ubiquitous channel that allows
mobile clients to access services using
codes like *889#. USSD works on every
phone, and is very intuitive with most
customers being familiar with the channel
from airtime recharge procedures.
3. FUNCTIONALITIES OF
CBE INTERNET AND
MOBILE BANKING :
 3. Functionalities of CBE Internet and Mobile
Banking :

3.1. Personal Internet Banking :

The personal internet banking services of

CBE supports the following functions to the
customer:

i. Account balances: which allows viewing a

real time account balances.

ii. Account transaction details: allows to

view, print and download the last 45 days-
transactions or statements into a
spreadsheet in CSV format

iii. Messages sent to/ from the bank which

allows sending and receiving messages
securely. The Customer Service Manager
(CSM) is responsible to follow-up and
manage this functions with customers.

iv. Create/view and Cancel Standing orders

allows to create, View and Cancel a new
standing order for automatic payment or
fund transfer to predefined beneficiary or
any account holder of CBE and view the
standing orders created . The prevailing
CATS and accounting procedures shall be
followed to entertain transactions with
standing orders.

v. Create/view/delete beneficiary (for

payments): This function allows customer
to predefine beneficiary details for
payments with different risk attributes and
ceiling limits. There is also option to make
amendment to beneficiary and delete a
particular beneficiary.

vi. Utility payment: that allows making

payment to utilities such as water,
electricity and telephone bills once the
utility companies are ready to entertain
online payments.

vii. Payment: This Function enables

Customer to transfer fund between their
own account, to predefined beneficiary and
to any person that maintain an account with
CBE. Here again the prevailing CATS, TS
and Accounting Procedures shall be followed
to entertain such payment transactions.

viii. Order cheque and/or Stop payment:

enables customer to place order for Cheque
Books Issuance to their branch and make
Stop Payment on their issued Cheques. The
prevailing CATS, procedures shall be
followed to handle check order and stop
payments for checks.

ix. Local Money Transfers; this functions is

under payment menu which allows to
transfer money or initiate local money
remittance services. The prevailing CATS
and accounting procedures shall be followed
to entertain local money transfer
transactions.
x. Setting: - this menu helps the customer
to change their password and to see login
history

3.2. Corporate Internet Banking :

The functionalities supported by corporate

internet banking services include the
following:

i. Accounts: under this menu, customers

can view their account balances, view
"today's transactions", view statements and
download and print statements for last 45
days

ii. Manage user: this function is available for

admin user ad using this menu, the Admin
Can Assign Duties to Corporate inputter and
authorizer.

iii. Transfer between own accounts: which

allows transfers between various account of
the same organization (one customer ID).
The corporate inputter can process
transfers between own accounts subject to
approval of the defined corporate
authorizers. Transfer of funds can be
automatically effected from local currency
account to local currency account, from
Foreign currency accounts to local currency
accounts, foreign currency account to
Foreign Currency of the same customer
from accounts
iv. International Payment: this function
enables organizations to initiate or request
their specific branches for outward
remittance services. Organizations can fill in
the formats and submit, via internet
banking to their branches for further
processing based on the prevailing
procedures and directives

v. Bulk payments via file upload which

allows set up periodic payroll payments with
multi level authorizations.

vi. Messages sent to/ from the bank which

allows sending and receiving messages
securely.

vii. Standing orders allows creating a new

standing order for automatic payment or
funding transfer to predefined beneficiary or
any account holder of CBE.

viii. Letter of Credit: using this menu,

organizations can apply, , for a letter of
credit to the CPC

ix. Order cheque and / or Stop payment:

enables customer to place order for Cheque
Books Issuance to their branch and make
Stop Payment on their issued Cheques. The
prevailing CATS, procedures shall be
followed to handle check order and stop
payments for checks.

x. Setup / reverse Sweep accounts: using

this menu customer can set up limit on
their account beyond which the balance are
automatically transferred to the designated
account .the customer can also reverse the
sweep level by their own

xi. Asset and liability: It is a menu that

shows the current Asset and liabilities
position the company specific to the
accounts registered for corporate internet
banking services

xii. Local Money Transfer: Using this Menu

organization can make local money transfer
from their LCY or FCY accounts .(the
beneficiaries' receive the money in local
currency).

3.3. Mobile Banking Channels :

1) SMS (short messaging service) mobile
banking

2) USSD (Unstructured Supplementary

Service Data)

3) XHTML (the Extensible Hyper Text

Markup Language) mobile banking

4) Downloadable mobile banking

5) Smart Applications

a. Android Applications

b. Windows Mobile 7 and 8

c. iPhone (IOS Application)

3.4. SMS Mobile Banking Channel

Functionalities :

i. Balance Enquiry : which allows viewing a

real time account balances.

ii. Enquiry of mini statement or account

history: allows to view the last six
transactions or statements

iii. Account Transfer: which allows to

transfer fund from one own account to
another own accounts

iv. Payment: which allows payment

(transfer) to the predefined beneficiaries

v. Changing PIN: which allows PIN changing

vi. De-subscribe from the service: which

gives the option to the customer to
discontinue the subscription of mobile
banking services

vii. Help :- which list all commands that

customer can use to perform mobile
banking service in SMS channel.

3.5. USSD, XHTML, Downloadable and

Smart Applications Mobile Banking
Functionalities :

i. My account balance:- which allows

viewing the real balances with account
currency type, and last 4 digits of
customers account numbers. This menu
also allows to view the last 10 transactions.
ii. Own Account Transfer:- This feature
enables to transfer from one accounts to
another own account

iii. Make Payment to Beneficiary:- This

allows to transfer to pre-defined beneficiary

iv. Payment to others:- This allows

transferring to any CBE account holder.

v. Local money transfer system (LMTS):-

This allows to transfer money or initiate
local money remittance services to
banked/unbanked receiver. The Remitter
and the Receiver will get SMS with security
code and the Receiver can collect the
money from any CBE branch with security
code.
vi. Manage beneficiary:- This allows to
predefine beneficiary details for payment
and also to add, list and delete the
predefined beneficiary.

vii. Standing Orders:-This allows creating a

new standing order for automatic payment
or fund transfer to predefined beneficiary or
any account holder of CBE

viii. My service:- This feature enable the

customer to change his/her PIN and
de-subscribe the service (stop mobile
banking service)

ix. Cheque book request:- This allows

customer to place a request for cheque
book. This menu will be provided upon
request by the customer.

x. Cheque book status:- This feature

enable the customer to view whether the
requested book issued or not . This menu
will be provided upon request by the
customer.

xi. Cheque book detail:- This feature enable

the customer to view whether the cheque
leaves paid or not. This menu will be
provided upon request by the customer.

xii. Exchange rate:- This feature enables

customer to view prevailing exchange rates
for foreign currency. This menu will be
provided upon request by the customer.
xiii. Deposit interest rates:- This feature
enables customer to view the prevailing
fixed deposit interest rate of the bank. This
menu will be provided upon request by the
customer.

xiv. Loan repayment schedule:- This feature

enables customer to view repayment
schedule on her/his loan. This menu will be
provided upon request by the customer.

xv. Future dated transfer:- This feature

enables customer to view future dated
transfer from her/ his account . This menu
will be provided upon request by the
customer.
4. GENERAL :
4. General :

4.1. Eligibility :

All CBE account holders are eligible to

subscribe CBE Mobile and Internet Banking.

4.2. Required Documents for Identification

:

Renewed Identification Cards or Passports.

4.3. Fees :

a. One time subscription fees shall be

collected as per the terms and tariffs of
bank

b. Monthly account maintenance fees shall

be collected as per the terms and tariffs of
the bank.

c. Transaction Fees shall be collected as per

the terms and tariffs of the bank.

4.4. Renewal Period :

Internet and mobile banking services shall

be renewed every three year subject to
renewal fees.

4.5. Ceiling for Transactions :

1. Personal Internet Banking :

a. Maximum daily payment/ Fund transfer

to predefined beneficiary shall be Birr
100,000.

b. Maximum daily fund transfer to own

account shall be unlimited.

c. Maximum daily payment/fund transfer to

another CBE account holder shall be Birr
100,000.

2. Corporate Internet Banking :

a. Maximum daily fund transfer between

own account shall be unlimited

b. Maximum daily payment via bulk upload

shall be Unlimited.

3. Mobile Banking :

The global limit of Mobile banking

transaction is

a. Daily maximum transaction amount is

Birr 100,000 (Birr Ten thousands)

b. Maximum amount per transaction Birr

50,000 (Birr Five thousands)
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