BECOMING

AGENT

Agent Training
OBJECTIVES

OBJECTIVES OF THE TRAINING

Know the roles of Ethio agent
and agent network

Know Ethio agent value

proposition

Use the Ethio agent mobile

money services
Recognize agent obligation,
operational management & the
toolkit
SESSION PLAN

• Starting - 09:00 am

• Morning Tea break -10:30 am-10:45 am

• Lunch -12:30pm-01:30 pm

• Afternoon Tea break -03:30pm-03:45 pm

• End time - 05:00 pm

3
KNOWING EACH OTHER

• Your name

• Your Experience about Mobil Money service

• By the end of the training, I expect……

5/6/2021 4
LEARNING ALLIANCE

Thirst for
empowerment

Investment Trust
Open
mind Challenge Focus

Fun
Sharing
FACILITATION PLAN

Quiz
You will have a quiz at the end of this sessions

Discussion
The facilitator will open the discussion room by
presenting cases and questions

Practicing
The trainees will do practical system training

Presentation
The facilitator guides the class by presenting the
topics

6
MOVING PLAN

4. Agent Obligations 2. Agent services and how to give the

▪MM terms and Contract services
▪Other obligations ▪ Telebirr services
▪Agent toolkit ▪ How to give the Agent services:
▪Agent working forms ▪ Web portal
▪FAQ ▪ USSD & APP
▪ Agent Customer Supports

1. Ethio Mobile Money Agent

3. Operation management ▪ Who is Telebirr Agent?
▪Business Rules ▪ Roles of Telebirr Agent
▪Liquidity Management ▪ Customer Value Proposition
▪Customer Registration and KYC ▪ Agent Value Proposition
▪PIN Security and customer ▪ Ethio Agent Network
protection ▪ Agent engagement criteria
▪AML, fraud and CFT
▪Agent Transaction management
TELEBIRR AGENT
WHO IS TELEBIRR AGENT?

An agent is an entity that is contracted to facilitate mobile money

1
transactions for customers

2 provides front-line customer service

TeleBirr
Agent 3 Represent our brand to customers
ROLES & RESPONSIBILITIES OF AGENT

• Agent will have important roles in mobile money distribution network:

Registration of Mobile Money Customers.

Depositing cash into registered customers

.

Processing cash withdrawals for registered customers and non-registered customers

Awareness creation/Customer Education

Airtime top-up and bill payment on behalf of customers

MAIN ROLES & RESPONSIBILITIES OF MASTER AGENT

Purchase electronic money Managing cash & electronic

and resell it to Agents under value liquidity requirements of
its umbrella Agents

Building and managing a network

of retail Agents

11
CUSTOMER VALUE PROPOSITION

▪ Perform real time operation and ▪ Protected by secure system

▪ Receive a confirmation SMS and local financial regulations.
instantly. Fast Secure

▪ Access the service by

▪ Make all transactions A ccessible using the
Cashless
solely on mobile basic feature phones.
phone.

▪ Deposit, receive, ▪ Available 24/7/365

Multi- Convenient
send, spend, and ▪ Nearby and an ideal
purpose
transfer money choice in
from mobile rural areas

phone.
VALUE PROPOSITION

For Master Agent For Agents

Share commission with Agents (X/Y– X% goes to Customer registration commission (flat rate)

the Master agent) Transaction commission

Tools/system to monitor electronic balance of its Annuity commission (X%)

agents Annuity commission (X%) Promotional materials

Increase their customer base (foot traffic and

Credit purchase facility
sales of other goods in its shop)
Increase good will of the agent
Increase good will of the agent
Promotional materials

Reward for best performers

Reward for best performers

13
 VALUE PROPOSITION
Deposit & withdrawal ranges and tariff:

Transaction Transaction Fee

Ranges (in OTC Transfer
P2P Transfer
Br) ( initiator Withdraw
Deposit (ETB) ( initiator Registered)
Unregistered) (ETB)
Min. Max (ETB)
(ETB)

1 50 Free Free Free

51 100 1 2 2
101 300 2 4 4
Free
301 500 4 7 6
501 1000 5 10 8
1001 3000 7 14 10
3001 5000 9 18 12
5001 8000 12 22 15

NB. Ethio telecom will apply transaction controls on free ranges to ensure healthy mobile money transactions
VALUE PROPOSITION

Agent Commission: Service based

Service Type Commission

▪ 15 Birr for new successful customer registration
▪ Customer should make first transaction ( deposit, transfer, Airtime purchase payment)
Customer Registration ▪ System will capture customer agent relationship. Customer will be linked to the agent
▪ An agent will not register a customer registered under another agent.

Airtime Top up (OTC) ▪ 11% commission (9% for agent, 2% for master agent)

▪ Agent will get 5% of the revenue from non-agent activities made by customers under
Annuity
their hierarchy

▪ Master agents get 2000 Birr for agent registration and activation
Agent Registration
▪ A given agent will only be registered under the hierarchy of one master agent
Master Agent
▪ 20% of commission revenue earned by agents under their hierarchy
Commission
VALUE PROPOSITION
Agent Commission: Transaction based

Transaction Ranges (in ETB) Agent Commission

Transfer via
Min. Max Deposit Withdrawal Bill (OTC)
agent
1 50 1 1 1
51 100 1 2 2 3
101 300 2 3 3
301 500 3 5 5
501 1000 4 6 7
1001 3000 6 8 9
4
3001 5000 8 10 11
5001 8000 10 12 15
SAMPLE BUSINESS CASE FOR AGENT VALUE PROPOSTION

Agents Master Agents

• 2% commission for airtime

top up by agent
• 15birr commission for customers
registration when customers make
first transactions
• 20% revenue from agent’s
commission

• 5% commission on customers
transactions

• Br. 2000 commission per

agent registration

• 9% commission for airtime top up

17
OTC.
SAMPLE BUSINESS CASE FOR AGENT VALUE PROPOSTION
W/ro Aysha is Ato Ali’s agent who is a master Agent. During the month of May 2021, she registered 200
customers, made br.200,000 value airtime top up for customers. During the same month, all customers of the
agent conduct br.100 value transaction each through self service.
• Calculate w/r Aysha’s financial benefit during the month.

W/ro Aysha
monthly Cash flow statement
May 1-31,2021
Sno Price per transaction
. Items transaction Volume Total Revenue
Customer
1 15 200 3,000.0
Registration
customers ss
2 5% 20000 1,000.0
transaction
3 airtime top up 9% 200000 18,000.0
Total Cash flow 22,000.0
 AGENT NETWORK

▪ With hybrid network model, ethio telecom will use the advantage of each outlets- quick
implementation and penetration of the service.
▪ Ethio Telecom ➔ Master Agent ➔ Agent will be MM distribution hierarchy for agent network

OWN NETWORK AGENT NETWORK

ETHIO TELECOM

Own outlet: it is where ethio Agent network: is the

telecom Residential direct SHOPS MASTER

strategy where ethio
AGENT

channel shops/kiosks/ shops telecom use agents'

used as an agent/master network to provide mobile

agent and service customers AGENT

money services for the
AGENT AGENT

as cash in cash out services. different segments of the

customers.

CUSTOMER CUSTOMER CUSTOMER CUSTOMER CUSTOMER CUSTOMER CUSTOMER CUSTOMER

AGENT NETWORK

OTC vs Self-service

Over-The-Counter (OTC)

▪ An agent is doing a transaction on behalf of a customer

▪ The customer does not have to open or use a wallet for the transaction

▪ Used to buy in agent and captures big market in the beginning of MM

operation

▪ Get commission for every transaction

Self-service

▪ The customer serves him or herself through a stored value account or

mobile wallet from day one.

▪ Agent is needed mostly for cash in and Out services

▪ Shifts towards the MMO as business grows

20
21
HOW TO GIVE THE
AGENT SERVICES:
WEB PORTAL
MOBILE MONEY SERVICES DESCRIPTION

Cash-In/deposit Domestic money transfer

It enables TeleBirr users to exchange physical cash with It allows people to send or receive money via TeleBirr across
equivalent electronic money. the country.

Cash-out/withdrawal International remittance

It enables customers to withdraw money flexibly from their e- It enables Ethio telecom customers to receive money from
money account. abroad.

Airtime top-up Bulk Payment

It enables customers to recharge their own or others It supports organizations to initiate and transfer money to
mobile number.. customers/beneficiaries.

Ethio telecom /Utility Bill Payment Payment for goods & Services
It enable customers to pay ethio telecom or utility bill using TeleBirr e- It allows customers to pay for the goods and service they purchased
money account or over the counter. physically (in store) or online. .
E-MONEY FLOW &TRANSACTIONS MANGEMNT BY KEY PLAYERS

Master Agent Transactions

Ethio Telecom Transactions
▪ Master Agent deposits e-money by
▪ Purchases e-money from bank 2 3
purchasing from Ethio telecom
▪ Trades e-money with cash/bank
▪ Trade e-Money with Agent(Business cash
deposit
in)
▪ Manage float or inventory of e-
▪ Manage float or inventory of e-money
money in the MM ecosystem Ethio ▪ Handle agent management(liquidity
Mobile
Bank Transactions Money management)

Agent transactions
▪ Issues/ sell e-money to ethio ▪ Deposits e-money in their MM account by
4
telecom 1 Purchasing from master Agent(Business
▪ Receives a cash of the equivalent cash In)
value/ minus the transaction cost. ▪ Trade e-money with the customer(cash in
at agent)
▪ Other transactions: Cash out at agent,
transfer, bill payment
ETHIOPAY MOBILE MONEY SYSTEM CONCEPTS

An SP is a provider of the Mobile Money service

• Multiple accounts are predefined for SP based on the business scenarios.

Customer is person who consumes Mobile Money services.

⚫ A Customer is assigned one or multiple Products, which includes multiple
Services.
⚫ A customer has PIN used for authentication purpose together with MSISDN
during service request.

Organization is the 3rd party business that consumes or provide services to other
organizations or customers through the system.
⚫ Organization is managed by SP and it can own child organizations.
⚫ Organization has unique short code in the system which can be used to identify an
organization in the service request.

A till refers to a device used by an organization operator to process service requests on

behalf of the organization via USSD or STK.
MOBILE MONEY WEB PORTAL

URL: https://mobilemoney.ethiotelecom.et:31003/payment/main.action
PORTAL HOME PAGE

User information

Menu

Login information

5/6/2021 27
WEB PORTAL MAIN MENU

1
My Task Menu
2 Transaction Menu
3 Account View Menu

4 Search Menu
5 My Functions Menu
6 Browse Organization Menu
7
Take a Call Menu
8 Report

28
MY FUNCTION
➢ The menu is used for initiating transaction and for processing bulk task
➢ It is also used for creating child organization, operator, and customers

5/6/2021 29
MY TASK
➢ Operator can process the assigned tasks, reassign tasks to other operator and view all the historical records of
the completed and the rejected tasks.

30
TRANSACTION
➢ You can approve or rejected transactions initiated by other operators

5/6/2021 31
ACCOUNT VIEW

➢ The organization operator can view account details(such as e-money balance)

5/6/2021 32
 SEARCH
➢ Operator can query information using searching criteria such as Service provider, customer, till organization,
group etc...

5/6/2021 33
BROWSE ORGANIZATION
➢ Contains the mostly needed functions of the organization

5/6/2021 34
CUSTOMER MANAGEMENT

Create a Customer
Customer Lifecycle

Modify Customer Info

CUSTOMER MANAGEMENT: CREATE CUSTOMER

1
2
Step 1
Choose My Functions >
Create All ID > Create
Step 2
Customer
On the Create Customer page, configure
basic information and know your customer
(KYC) information for the customer, and
click Next.
CUSTOMER LIFE CYCLE

Identity registration rejected

New
Identity registrationapproved
Change status manually
Pending Active

Initial PIN changed

Change status manually Exceed limit rule

Activ Period reset Capped
No activity for a period e Change status manually

Change status manually Change status manually Change

status manually
Exceed limit rule

Change status
Dormant Frozen manually Suspended

Change status manually

No activity for a period
Closed
Change status manually

Note: Dormant Account: customers who are inactive for twelve consecutive months. If the dormant electronic account is not
reactivated within the twelve months’ period, the electronic account shall be closed. Ethio shall deposit the amount in the bank with the
closed account after deducting the closure fees.
QUERY & MODIFY CUSTOMER INFORMATION

1 3
2 4
Step 1 Step 3
Search the Choose the
customer customer and
information in click Details.
SP portal. Step 2 Step 4
Choose Set search criteria in Modify the customer
Search > the Search for status, Reset
Customer password, lock &
Customer area and
unlock PIN and
click Search button change identity
status
Lunch
ORGANIZATION MANAGEMENT

CREATE AGENT

MODIFY ORGANIZATION

MANAGE OPERATOR
 ORGANIZATION HIERARCHY AND TYPES OF AGENTS
Service
Provider

Level 1 Organization: Head Centrally owned Head Office

office(top org)

Level 2 Organization: Top org Owned Store Aggregator

Level 3 Organization: child Independent Independent

Owned Store Owned Store Store Store

Centrally Aggregators
owned
Contains owned stores Contains independent stores

An independent store is a unit whose revenue is

The top organization directly invests, independently calculated
operates and manages the owned stores

All commissions obtained is transferred to All commissions is transferred to the working capital of
working accounts of the top organization independent stores

• A centrally owned, or aggregator product can be assigned to a child organization only when the parent organization of the child organization is assigned
with the same hierarchy type of product.
• If the Master agent and the agent belong to the same hierarchy, no handling fee is charged. If the master agent and the agent belong to different hierarchies,
a handling fee is charged.
ORGANIZATION HIERARCHY AND TYPES OF AGENTS

Mixed organization
Top org 1
(Centrally owned
Master Agent)

Top org 2 (mixed Green marketing is

Master Agent) a
Green marketing is a
practice

Shops(agent)

Own agent/own staff External agent Note: Although the system supports
the mixed organization hierarchy,
• Assigned all agent role
• Assigned all agent role
• Will have shared commission account
• Will have own independent commission account
Green marketing is a but it does not support the mixed
practice
hierarchy downward from the
second-level organization.
AGENT REGISTRATION FIELDS
My Functions > Create All ID > Create agent
AGENT REGISTRATION FIELDS…

HOW TO FIND YOUR LOCATION (LATITUDE AND LONGITUDE)

Step 1. Open www.google.com ➔ Google Step 2. Click on Your Location
Map

Step 3. Find your location

information (Latitude and longitude)

Shop Location relative to locally Known

reference point: Side to Lycee Guebre-
Mariam ,around Churchill Hotel
Based on above information the location

Latitude: 9.024394 Longitude:38.751972

44
AGENT REGISTRATION FIELDS..
Step 4. To copy the location, Click on the number (Latitude and Longitude)

45
AGENT REGISTRATION FIELDS…

Step 5. Change to the format, then send using the below Templets

Agent location relative to

Agent
No Latitude Longitude Z/R Agent Type locally known reference Agent Description if any
Name
point

Piassa, Side to Lycee Guebre- TPO Building, Ground Floor

1 9.024481 38.751931 CAAZ Mariam and Churchill Hotel

Geo Marketing will publish the data on the google Map after receiving the above Data

46
47
ORGANIZATION MANAGEMENT: CREATE OPERATOR

⚫ You can add operator who can perform business operation or service on behalf of the organization or
the child organization (agent operator and organization operator):

⚫ My Functions > Operator Mgt >and Add OR

⚫ Search>Operator &>Add
QUERY ORGANIZATION DETAILS
➢ Procedure
o Step1 Choose Search > Organization.
o Step 2. Set search criteria and click search, you can select the Operation column for Details

5/6/2021 49
 MODIFY ORGANIZATION INFORMATION

➢
5
You can update organization status, edit language, change organization name, Add product, change KYC,
reset password, lock & unlock PIN and change identity status
➢ Search>Organization>input short code/Browse organization >info:
 CONFIRM ORGANIZATION TRANSACTION

5/6/2021 51
INITIATE TRANSACTIONS: AIRTIME TOP
UP/DEPOSIT/WITHDRAW/TRANSFER/PAY BILL
Browse organization > Organization Transaction>Initiate Transaction.
REVIEW TRANSACTION
⚫ Browse organization>Review transactions
ACCOUNT VIEW: CHECK E-MONEY BALANCE

Check balance

Account view in main

menu
TASK MANAGEMNT
➢ My To-Do: An organization operator can view the unfinished workflow tasks assigned to him and approve the tasks
or transfer them to others for processing.
➢ Group Task: An organization operator can view and approve all the uncompleted tasks assigned to multiple
operators (including the current login personnel).
➢ Active Task Management: An organization operator can view all the uncompleted tasks and distribute them to
corresponding personnel for processing.
➢ Task History: An organization operator can view all the historical records of completed and rejected tasks.
➢ My Initiated Workflow: An organization operator can view all the workflows that are initiated by yourself and the
information about tasks that are triggered in the workflows.
PROCESS MANUAL TASKS OF AN ORGANIZATON
• An organizational operator can view uncompleted manual tasks of an organization and an operator who has
permission can approve: Browse org>overview>task list
 See You Tomorrow

Prepared by Trade Marketing 57

Department I 01 January 2019
HOW TO GIVE THE
AGENT SERVICES:
USSD & MOBILE APP
 AGENT ACESS CHANNELS

Access
Channels DEPOSIT/
WITHDRAWAL
USSD (*127#)
➢ Individual Customer ▪ Customer
➢ Agent registration
▪ Cash in at agent PAYMENT SERVICES
▪ Cash Out at agent Ethio Pay
Mobile APP ▪ Airtime Top up
➢ Individual Customer ▪ Mobile Postpaid Bill
➢ Agent
Payment
TRANSFER

▪ Person to Person (P2P)

 CUSTOMER REGISTRATION
To use or initiate the MM services, Customer has to be registered

Step 1 :

• Individual Customer can dial

*127# to get welcome Menu and
USSD (*127#) Option for Registration
• Agent can dial *127#” to get the
Menu and Register a Customer

Access
Channels for
Customer
Registration
• Individual Customer can use
Telebirr mobile App to get
welcome page and Register
Mobile (Create New Account)
Application • Currently there is no
option available for
Agent to Register
Customer through Agent
APP
CUSTOMER REGISTRATION…
To use or initiate Telebirr services Customer has to be registered

Step 1 :

Access • SP Operator can use

Telebirr web portal to
Channels for Register Individual
Customer Web Portal Customer
Registration • Organization Operator can
use Telebirr web portal to
Register Individual Customer
CUSTOMER REGISTRATION…
Step 2 :
Registration Modes

USSD (*127#) : twoModes of Registration available Mobile Application :

2 Modes of Registration available
⚫ Self Registration → Fill all the Customer details ⚫ Self Registration → Fill all the Customer details
⚫ System Registration → CRM profile will be used for ⚫ System Registration → CRM profile will be used for
registration registration
CUSTOMER REGISTRATION…
Step 3 : USSD Self Registration Mode
1. Enter Option 1 for Self-
Registration

3. USSD pop up message

after submitting all
Customer details for
registration

2. Enter customer details as required for registration 4. SMS notification for success and
with initial pin for activation
CUSTOMER REGISTRATION…
Step 3 : Customer Self Registration through APP
1. Customer to click on Create 5. SMS notification for success and
New Account of the APP page with initial pin for activation

4. Fill all the details and

Submit
2. Choose Ordinary create 3. Enter the verification
account on Create Account page code as received in SMS

Page 64
CUSTOMER REGISTRATION…
Step 3 : USSD System Registration Mode
1. Enter Option 2 forSystem-
Registration

2. USSD pop up message for registration request

3. SMS notification for
processing while system is querying CRM
success and with initial pin
profile
for activation

CRM Profile is used

directly by system
CUSTOMER REGISTRATION…
Step 3 : Quick Registration Through APP
1. Click Option for Quick create
account on Create Account page 4. SMS notification for
success and with initial pin
for activation

3. CRM Profile is shown for

2. Enter the verification code as
confirmation. Verify details
received in SMS
and submit
 CUSTOMER REGISTRATION…
Step 3 : Customer Registration at Agent
1. Dial *127#” from Agent Mobile
Number to get Agent USSD Menu and
3. Enter all the details for Customer that is required for the Registration process
enter Option 1 to for Customer Service

6. SMS notification to Customer 5. Enter all the details for Customer that is required for 4. Enter Option 1 to Final
with initial pin for activation the Registration process Confirm or 0to cancel process
2. Enter
Option 1 to
Register a
Customer
CUSTOMER REGISTRATION…
Step 4 : Activate Customer Through USSD

1. Dial *127# to get the Activate Account

menu and select option “0” 6. SMS confirmation of
successful activation

2. Select language of 3. Enter initial pin that 4. Enter pin of own 5. Confirm the new
own choice is received in SMS choice (6 digits pin) pin
CUSTOMER REGISTRATION…

Activate Customer Through APP

➢ Customer need to Login to Mobile APP using Mobile number and Default Pin received in SMS as part of
registration process

➢ After Login to APP, Account Activation page will be displayed

➢ The page will ask for Default Pin and New Pin

➢ Put the Default Pin that was received in SMS. Set the new Pin of own choice (6 digits). Re-confirm the new pin
and submit

➢ Account will be activated successfully, and SMS confirmation will be received.

CUSTOMER REGISTRATION…
After successful registration and activation, Customer is able to get the service menu page

• After successful registration and activation, dial

USSD (*127#) *127# to get the service menu page

• After successful registration and activation, login

Mobile to Mobile Application using Mobile Number and
Application pin (The pin to be used is new pin that is set as
part of activation process)
CASH IN

➢ Cash-in: is a service that enables MM users to exchange physical cash with equivalent electronic money that results an increase in the wallet

account balance.
➢ The mobile wallet account will be cashed in the following way:
✓ Giving cash to the agent

Note:
➢ Cash deposit into Mobile Money Account can incur SP handling fee to Customer and Agent may earn commission from it
➢ Limit (Maximum and minimum ) can be applicable based on the amount and frequency of transaction.
➢ Notification will be sent for both the end user and the agent account upon successful transaction or for failure of attempted
transactions with reason.
CASH IN AT AGENT

7. Customer gives
▪ The service is for registered customers only.
cash to agent
Mary ▪ End user account will be credited and agent
Agent
2. Choose menu account will be debited as the result of cash-in transaction
1. CashIn
“Cash In”, input:
(e.g. ETB 500 )
Customer’s
MSISDN, ▪ Commission will be paid for the agent, as per configuration
Amount,
Agent PIN ▪ Minimum and maximum transaction limit can be applicable
6. transaction
6. transaction confirmation 3. Submit cash confirmation
▪ Both customer and agent will be notified about the
notify via SMS in request notify via SMS
result of the transaction via SMS.
Mobile Money System
4. Moving funds between
Accounts
Transaction Engine customer Agent
MM account MM account
5. Applying Charge

- USSD
Charge profile SP commission
Commission
(e.g. ETB 5) Agent commission
Channel - Mobile Application
Account Account
Charge rule
CASH IN AT AGENT…
Cash In at Agent through Mobile APP and Customer QR code

➢ Customer to Login to Mobile APP using Mobile number and Pin

➢ Select the Cash In option that is available in Main Page after Login

➢ QR code will be displayed on QR code page

➢ Set the Cash in amount by clicking the Set Amount on QR code page

➢ Save the QR image by clicking on save image button in case Cash in to be done later.

➢ Show the QR code to agent for scanning

➢ Pay the Cash to Agent

➢ Agent will scan the QR code as provided by Customer, in the Agent APP. Agent will confirm the transaction by entering

the Agent pin

➢ After confirmation, the Agent MM account will be debited and Customer MM account will be credited

➢ SMS confirmation will be sent to both Agent and Customer for the transaction
CASH IN AT AGENT…
Example: Cash In at Agent through Mobile APP and Customer QR code

Step1: Customer to create the QR code with the required amount of Cash In

5. After setting amount, show QR code

2. After Login, click Cash In 3. On Cash In Page Customer to 4. Enter the amount to
1. Customer to Login to Mobile to Agent. Save image is optional in case
option on the Main Page click Set Amount cash in and click Next
APP with Mobile number and Pin Customer wants to Cash In later
CASH IN AT AGENT…
Step2: Agent to scan the QR code of Customer created in Step 1 and perform Cash In through Agent APP

6. Login to Agent APP with 7. Click Cash In on main 8. Scan the Customer’s Cash 9. Details will be displayed. Click
Agent details page In QR code Next to proceed

10. Enter Agent pin and click 11. Click Confirm to complete
12. Transaction confirmation 13. SMS confirmation to Customer 14. SMS confirmation to
Finish to proceed transaction
Agent
CASH IN AT AGENT…
Cash In at Agent through Agent Mobile APP without QR code

➢ Customer visits Agent shop and Pays the Cash to Agent

➢ Agent will login to the Agent APP

➢ Agent will select the option of Cash In using Customer Mobile Number in Cash In page

➢ Agent will fill the Customer Mobile Number and Amount for Cash In

➢ Agent will enter pin details and confirm the transaction for Cash In

➢ After confirmation, the Agent MM account will be debited and Customer MM account will be credited

➢ SMS confirmation will be sent to both Agent and Customer for the transaction
CASH IN AT AGENT…
Example: Cash In at Agent through Agent Mobile APP
5. Enter Customer mobile
2. Login to Agent APP with 4. Click Mobile Number
3. Click Cash In on main number and amount and
1. Customer pays cash to on Cash In page
Agent details page click Next
Agent for Cash In

Customer visits
Agent shop and
pays him Cash for
Cash In to
Customer’s MM
account

6. Enter Agent pin and click 7. Click Confirm to complete

8. Transaction confirmation 9. SMS confirmation to Customer 10. SMS confirmation to
Finish to proceed transaction
Agent
78
P2P TRANSFER

▪ Person-to-person (P2P) transfer allows people to send or

Mary
Lucy 1. Choose menu “send receive small sums of money from / to Mobile Money
money”, input:
Transfer Money Customer’s MSISDN, account
to Lucy Amount, ▪ A registered customer can initiate money transfer to
PIN
either Registered or Unregistered Customer
▪ To transfer the money, initiator should be registered
5. transaction confirmation 2. Submit Transfer 5. transaction confirmation Customer
notify via SMS request notify via SMS
▪ Unregistered Customer can only receive Money but
Mobile Money System cannot initiate transfer

3.Moving funds between ▪ SP can collect transaction fee for each transfer done by
Mary
Lucy Accounts Customer
Transaction Engine MM account
MM account
▪ Minimum and maximum transaction limit can be
4. Applying Charge
applicable

Charge profile
SP Transaction fee - USSD
commission Channel - Mobile Application
account
Charge rule
 P2P TRANSFER…
Example: P2P Transfer through USSD
1. Dial *127# to get Menu page 2.Enter option 1 to Transfer 3. Enter option 1 to enter 4. Enter receiver ‘s mobile 5. Enter amount to be
and select option 1 to wallet receiver mobile number number transferred (in ETB)

6. Enter pin to proceed with 7. Enter 1 to Final confirm 8. USSD Popup message for 9. SMS notification to Sending 10. SMS notification to Sending
transaction or 0to cancel the Transfer transfer request in process Party for amount transfer Party for amount transfer
 P2P TRANSFER…
Example: P2P Transfer through Mobile APP

1. Login to- Mobile APP 2. After Login, choose 3. Enter receiving party mobile 4. Enter pin and click on 5. Verify details of receiver and
with Transfer option number and amount to transfer Finish provide final confirmation
Mobile number and Pin

6. After final confirmation,

7. SMS notification to Sending 8. SMS notification to Receiving Party
transaction successful
Party for amount transfer for amount receiving
confirmation
P2P TRANSFER…
• The notification is different if the recipient in Unregistered Customer.
• P2P transfer flow is same for recipient party is registered Customer and for the recipient is Unregistered Customer

Recipient → • SMS notification sample if the recipient party is

Registered Registered Customer
Customer

Recipient → • SMS notification sample if the recipient party is

Unregistered Customer. This SMS will contain
Unregistered Voucher code using which Customer can Cash
Customer out at Agent
 CASH OUT

➢ It is a service that enables MM users to exchange electronic money for physical cash that results a debit in the wallet
account balance of the customer.

➢ The user can withdraw cash from the wallet account in the following way :
✓ By withdrawing cash at the agent

Note:

➢ Fee can be applicable on cash out (withdrawal ) based on the channel used and transaction volume .
➢ Agent will be paid commission based on the transaction volume.
➢ Cash withdrawal/Cash out charges will be deducted from the user Mobile wallet Account.
➢ There is no need to pay the charge amount in cash to the Agent.
➢ Limit (maximum and Minimum) can be applicable.
➢ Notification will be sent to both the end user and the agent account upon successful transaction or for failure of
• attempted transaction with reason.
CASH OUT AT AGENT…

7. Give Cash to ▪ The service is for registered & Unregistered customers that
customer
have enough balance in wallet account
Mary Agent
1. Ask for Cash ▪ End user account will be debited and agent account will be
2. Choose menu “Cash
out (e.g. ETB
Out”, input: credited as the result of cash-out transaction.
500)
Agent’s MSISDN,
Amount, ▪ Commission can be paid for the agent
Customer PIN ▪ Customer will pay service charge for the transaction made

6. transaction ▪ Minimum and maximum transaction limit can be applicable

6. transaction
confirmation notify via
3.Submit cash confirmation notify ▪ Both customer and agent will be notified about the result of
out request via SMS
SMS the transaction via SMS.
Mobile Money System
▪ Cash out can be chargeable to customer wallet account.
4.Moving funds between
Accounts
Transaction Enginecustomer Agent
MM account 5. Applying MM account
Charge
- USSD
Channel - Mobile Application
SP Transaction fee (e.g. ETB 5) Agent
Charge profile Commission (e.g. ETB 5)
commission commission
Account Account
Charge rule
 CASH OUT AT AGENT…
Example: Cash Out at Agent through USSD
1. Dial *127# to get Menu
page and select option # for 2. On the next page enter 3. Enter option 1 to Cash 4. Enter Agent short code 5. Enter amount for Cash
Next page option 3 to for Cash Out Out at Agent out (in ETB)

6. Enter 1 to Final Confirm for 7. Enter pin to proceed with 8. USSD Popup message for 9. SMS notification to
or 0to cancel the Cash Out transaction transfer request in process Customer 10. SMS notification to Agent
CASH OUT AT AGENT…
Cash Out at Agent through Mobile APP and Agent QR code

➢ Customer to request to Agent for Cash Out

➢ Agent will Login to Agent Mobile APP using Agent details
➢ Select the Cash Out option that is available in Main Page after Agent Login
➢ QR code will be displayed on QR code page
➢ Set the Cash in amount by clicking the Set Amount on QR code page
➢ Save the QR image by clicking on save image button in case Cash out to be done later.
➢ Show the QR code to Customer for scanning
➢ Customer will scan the QR code in Customer APP, as provided by Agent. Customer will confirm the transaction by
entering the Customer pin
➢ After confirmation, the Customer MM account will be debited and Agent MM account will be credited.
➢ Agent will pay the Cash to Customer
➢ SMS confirmation will be sent to both Agent and Customer for the transaction
CASH OUT AT AGENT…
Example: Cash Out at Agent through Mobile APP and Agent QR code

Step1: Agent to create the QR code with the required amount of Cash Out
5. After setting amount, show QR code
2. After Login, click Cash Out 3. On Cash Out Page, Agent to click 4. Enter the amount to
1. Agent to Login to Mobile APP to Customer. Save image is optional in
option on the Main Page Set Amount Cash Out and click Next
with Agent details case Customer wants to Cash Out later
 CASH OUT AT AGENT…
Step2: Customer to scan the QR code of Agent created in Step 1 and perform Cash Out through Customer App

6. Login to Customer APP 7. Click Cash Out on main 8. Scan the Cash Out QR 9. Details will be displayed. Click
with Customer details page code as provided by Agent Next to proceed

10. Enter Customer pin and 11. Click Cash out to complete 13. SMS confirmation to Customer
12. Transaction confirmation 14. SMS confirmation to
click Finish to proceed or Cancel to cancel transaction
Agent
AIRTIME TOP UP
▪ A service that supports recharge prepaid/hybrid account.
▪ Registered customer can use mobile money application to top up prepaid/hybrid account of own or others.
▪ Unregistered customer can pay cash and ask agent to instate the service.

Mary
1. Choose menu “Recharge Airtime”, input:
MNO name (optional)
MSISDN,
Amount,
IN/OCS PIN
2.Submit Recharge
5. Airtime top up 6. transaction confirmation notify via SMS
Airtime request
request
Mobile Money System
3. Moving funds between Accounts
Customer’s MNO’s
Transaction Engine
MM account 4. Applying Charge MM account

Charge profile SP commission

account Transaction fee (e.g. ETB 5)

Charge rule
AIRTIME TOP UP...
Example: Airtime Topup by Customer through USSD
1. Dial *127# to get Menu
page and select option # for 2. On the next page enter 3. Enter option 1 to 4. Enter 1 for Self or 2 to 5. Enter amount for Top up
Next page option 4 to for Payment Recharge Airtime top up for Other number (in ETB)

6. Enter 1 to Final Confirm 7. Enter pin to proceed with 8. USSD Popup message for 9. SMS notification to Customer from
for the Top Up or 0to cancel transaction transfer request in process Mobile Money system
 AIRTIME TOP UP…
Example: Airtime Top Up by Customer through APP
5. Click Confirm to proceed the
1. Customer to login to 2. Click Airtime on Main 3. Enter Mobile Number and 4. Enter Customer Pin to Topup or Cancel to cancel Topup
Mobile APP page Topup amount and click Next proceed

6. Transaction confirmation 7. SMS notification to Customer from

Mobile Money system
 AIRTIME TOP UP…
Example: Airtime Topup at Agent through Agent APP

2. On the Main Page, select option Airtime 3. Enter the Mobile number to be Recharged 4. Enter Agent Pin and click
1. Login to Agent APP with
Agent details and Amount (in ETB) for Topup and submit Finish

5. Click Pay to Final Confirm or 6. Screen for Successful Transaction 7. SMS notification to Customer from 8. Agent APP main page with Balance
Cancel to cancel transaction
Mobile Money system and commission after transaction
POSTPAID BILL PAYMENT
▪ A service that supports Customer to pay bill for postpaid/hybrid account.
▪ Registered customer can use mobile money application to pay bill for Postpaid/hybrid account of own or others.
▪ Unregistered customer can pay cash and ask agent to instate the service.

Mary
1. Choose menu “Bill Payment”, input:
MNO name (optional)
MSISDN,
Amount,
PIN
IN/OCS
2.Submit Bill Payment
5.Payment Request 6. transaction confirmation notify via SMS
request
Mobile Money System
3. Moving funds betweenAccounts
Customer’s MNO’s
Transaction Engine
MM account 4. Applying Charge MM account

Charge profile SP commission

account Transaction fee (e.g. ETB 5)

Charge rule
 POSTPAID BILL PAYMENT…
Example: Postpaid bill payment by Customer through USSD
1. Dial *127# to get Menu
2. On the next page, enter 3. Enter option 2 to Pay 4. Enter option 1 to pay 5. Enter the option to select
page and enter option # for
option 4 to for Payment Utility Bill Telecom Bill Operator
Next page

6. Enter 1 for Self or 2 to pay 7. Enter the amount (in ETB) 8. Enter pin to proceed with 9. Enter 1 for final confirmation 10. SMS notification to Customer from
bill for Other number for the bill to be paid transaction to Pay bill or 0to cancel Mobile Money system
 POSTPAID BILL PAYMENT…
Example: Postpaid bill payment by Customer through APP
5. Click Confirm to proceed the
1. Customer to login to 2. Click Bill Payment on 3. Enter Mobile Number and 4. Enter Customer Pin to payment or Cancel to cancel
Mobile APP Main page Bill amount and click Next proceed Payment

6. Transaction confirmation 7. SMS notification to Customer from

Mobile Money system

Page 95
 REDEEMING VOUCHER

1. Redeeming deposit voucher at Agent

• Customers can request deposit service with voucher at agent organization. First customers give
cash to the agent. Then the agent redeems a deposit voucher with voucher code and transfers e-
money from agent account to customer account.

• The steps to redeem deposit voucher are listed below.

Step 1. Dial *127#
Step 2. Select customer service > redeem cash in voucher
Step 3. Enter voucher code (by asking the customer) and click ok
Step 4. Enter amount and click ok
Step 5. Enter operator ID and click ok
Step 6. Enter operator PIN and click ok
REDEEMING VOUCHER..

2. Redeeming withdraw voucher for registered customer

• Customers can request withdraw service with voucher at agent. The Agent redeems a withdraw voucher
with voucher code and the system transfers e-money from customer account to agent account.

• Finally, operator gives cash to customer.

• The steps to redeem withdraw voucher are listed below

Step 1. Dial *127#
Step 2. Select customer service > redeem cash out voucher
Step 3. Enter voucher code (by asking the customer) and click ok
Step 4. Enter amount and click ok
Step 5. Enter operator ID and click ok
Step 6. Enter operator PIN and click ok
REDEEMING VOUCHER..

3. Redeeming withdraw voucher for un-registered customer

The steps to redeem:

Step 1. Dial *127#

Step 2. Select customer service > cash out for un-registered customer

Step 3. Enter voucher code (by asking the customer) and click ok

Step 4. Enter last 4 digits of MSISDN (last 4 digits of the customer phone number)

Step 5. Enter operator ID and click ok

Step 6. Enter operator PIN and click ok

Lunch
AGENT CUSTOMER
SUPPORT
CUSTOMER TOUCH POINTS AND SUPPORT INERACTIONS

Registration Usability
Face to face support

Educate customer how to use the service

Register customer
Transfer service
Payment services
Cash out/in services
Troubleshooting Account closure
Remote/Backoffice

Call centers & back offices

• Pin reset
• Unlock/lock PIN
• Reverse transaction
• Close Account
• KYC Verification
• Fraud related &
account closure
cases
CUSTOMER TOLERANCE LEVEL

• When it comes to comes to financial service/Mobile Money service, the customers tolerance level for mediocre
service reduces significantly due to the nature and implication of financial transactions
▪ The nature of Mobile Money business is:-
o Highly sensitive since it has cash related transaction
o Unlike the existing business, it has many transactions
o the compliant will expected to be higher than expected.

MIDDLE

Tolerance level LOW HIGH

Service
102
AGENT CUSTOMER SUPPORT

Account Barring and unbarring

For request at Agent 1

Account Manager/Sales
Rep/Executive/Specialist/Ag 2
ent Operator receives and
If request is verified
verifies the request
Account Manager/Sales If not,
Rep/Executive/Specialist/Agent Operator
Account Manager/Sales
bars/unbars the MM A/C as per request
Rep/Executive/Specialist/Agent Operator
and informs the customer/merchant
inform that the request is not verified

NB. If the customer/merchant wants Lost SIM Replacement, it will be handled as per respective SIM Replacement order
handling process. 103
AGENT CUSTOMER SUPPORT
Complaint Handling

Back Office checks if the complain can be

Individual Customer/Merchant presents complain solves within their section.

01 02 03 04
If the complain is If the complain
If not, can be solved If not
solvable on spot,
The Sales The Back Office offers The Back Office escalates
The Sales
Rep/Executive/Specialist/ resolution and the TT to concerned
Rep/Executive/Specialist/
Agent Operator creates communicate the section/department and
Agent Operator solves the
trouble ticket (TT) to Back customer/merchant follows up
complain and update the
Office
customer/merchant
104
AGENT CUSTOMER SUPPORT
Account Closure

Individual Customer/Merchant requests for termination of Ethio

MM Service.

1 2

If request is due to service

problem If not
cash out the
customer/merchant
Use the pre-defined compliant remaining balance using
handling process.
the pre-defined Ethio
MM Cash Out process
and proceed to next
activity.

Account Manager/Sales Rep/Executive/Specialist terminates the Ethio MM service, provides clearance and informs the
customer/merchant.
105
HOW AGENT GET SUPPORT?
▪ Reach helpdesk team via 894

▪ Multichannel supports shall be adopted

AFTERSALES SUPPORTS
SALES SUPPORT

For Agents For Agents

o Block/unblock accounts when agent reports
o Support agents to install the app on their
devise lost/found
device
o Account/PIN reset
o Support agents to get PIN
o Withdrawal related support
o On time approval of agent registrations
o Transfer from one master agent to other
o Provide access to the helpdesk
o Balance enquiry
o Cash in Cash out related support
o Support in providing different reports
OPERATION
MANAGEMENT
 KNOW YOUR CUSTOMER(KYC)
• Know your customer (KYC) KYC: the process of collecting or verifying documentations related with customer
identity I.e. attributes of customer or organization or operator, such as name, date of birth, identification ID, email
address, home address.

• All prospective MMS customers wishing to register for the service must be presented to mobile money
agent
• Customers are required to submit their original identification documents and copy of it when they come for
registration

CUSTOMER REGISTRATION REQUIREMENT

Ethio telecom Mobile Subscriber Must have valid ID (Kebele, Driving license,
Passport…)

Fill registration form and put signature (Required KYC: Valid ID, SIM,

Full Name, Gender, Address, Contact Info.)

Attach copy of ID on registration form or scan & upload into the system

Note: Customers who don’t comply with these requirements, the agent should not conduct
108the
registration
KNOW YOUR CUSTOMER(KYC)…

Customers are required to provide proof of identification whenever they carry out deposit and
1
withdrawal transactions.

2 Use Registration forms that contains KYC requirement for customer

The agent should request for identification before carrying out any of the above transactions. The
3 identification document number will be entered in the logbook as required, for every successful value
transaction.

Counterfeit, photocopies and expired identification documents will not be accepted. Where
4
identification cannot be verified or is not presented, the transaction will be declined.

109
NONCOMPLIANCE WITH KYC

Noncompliance to this procedure shall lead to one or more of the following penalties to agents depending on
the severity of the action:-

Suspension of commissions earned for the irregular transactions to ensure future

1
compliance

2 Suspension of Agent Accounts

3 Termination of Agent Accounts

4 Termination of Agent Contract

110
 THE BENEFITS OF REGISTERED CUSTOMERS

Registered users Unregistered Users

Do not have mobile money

Have Mobile Money Accounts
account.

Can send money Cannot send money

Can receive money Can only receive money

Cannot buy airtime from the ET MM

Can buy airtime from MM platform
platform

Can withdraw varied amounts from

Must withdraw all the money sent
their account
CUSTOMER REGISTRATION CHANNELS

Customer with a
need for mobile
money service

Through Ethio
Through Agents Self-Registration Bulk Registration
Telecom
(Online)
Shops

112
CUSTOMER REGISTRATION … CONT’D
Customer with a
need for mobile
money service

Start Receive PIN through

Customer visit agent
SMS & Reset

Through
Agents Present valid Cash in to start using
identification documents MM account

Fill registration form Customer learn how to End

/contract (hard copy) & use the service
Register
CUSTOMER REGISTRATION … CONT’D

Customer with a
need for mobile
money service

Start Verify/update KYC

& Register

Customer visit ET
Shop Receive PIN
through SMS
Through Ethio
Telecom CRM profile will
be used as KYC Cash in to start using
Shops MM account

Present valid
identification doc Customer learn how
to use the service

End
 REGISTRATION… CONT’D
Customer with a
need for mobile
money service

Start
The customer become lite
Customer visit web customer
portal /download
MM app
Visit nearby ET Self-Registration
shop/Agent to upgrade to
Fill online registered customer (Online)
registration form
Present valid documents
& go through remaining
The customer get
processes
registration code

End
REGISTRATION… CONT’D

Ethio telecom select

Start customers from CRM based
on predefined criteria
The customer can upgrade
the by visiting ethio telecom
Ethio telecom will register shop or agent
in bulk
Bulk Registration
The customer become
Start using full fledged
lite customer & receive
service.
notification.
Criteria
• Active subscriber
• Recharge/transfer history End
• Profile updated within 6 months
Note
• Customers can cancel bulk registration by sending SMS to specific short code number
SECURITY FOR MOBILE MONEY
Agent pin and confidentiality
Pin security
• All Mobile Money transactions must be
confirmed using a 6-digit secret code
• Must be known by user only

Confidentiality of pin

• it is essential to keep pin, access code and

passwords secure so as to keep money safe

• Agents must maintain their own PIN, access codes

and passwords confidential and not share with
anyone else.
 SECURITY FOR MOBILE MONEY

How to select and protect your PIN and passwords?

• Select 6 unique digits (numbers) that you can remember
• DO NOT select your birth date, telephone number, license plate, address
or other easy to guess combinations
• Memorize your PIN and passwords
• DO NOT write them down, note them on your phone, or in an app, on your
computer, or tell anyone what they are.
• Contact the responsible parts immediately if you suspect your PIN have
been compromised. Consumer protection
• Teach customers to maintain their own PIN and not
share with anyone else when they register them

• Filling up log books appropriately and ID verification

for customer transactions are the other customer
protection methods.
LIQUIDITY/FLOAT MANAGEMENT
Liquidity management is a process that entails balancing cash (float) and electronic money (float)

1 Electronic Value 2 Physical cash

• Transactions between agent and a

• The other form of liquidity management
customer requires that the agent has
relates to physical cash.
cash value in their mobile wallet.
• The cash amount on their phone • To make cash deposits into their mobile

fluctuates up and down, depending on wallets or to withdraw cash from their

whether they are accepting funds or accounts will go to agents.

paying out • Cash-in transaction: customers deposit

• If mobile wallet is used up the agent their money with agents
cannot perform additional services and
• Cash-out transaction : customers seeking
needs to refill their account.
to withdraw funds via agents.
 LIQUIDITY/FLOAT MANAGEMENT…

Initial Float Requirements Rebalancing of Float

• it’s the upfront capital to start the • Rebalancing requires one to sell or
business purchase electronic value
• Converting cash into e-money
and/or e-money to cash
• Converting of cash & e-money is
done either through Bank or
designated Super Agents.

Float Planning
• Pre-determine how much float the agent requires
• Rule which determines an agent’s float based on
today’s payout and deposit
• The rule is called 1.5x stock rule
CASE EXERCISE ON LIQUIDITY MANAGEMENT

• The following transactions were carried out by Ethio Agent in one day.

Cash out Transaction

Q: How much cash/e-money
The Agent paid out (withdrawals) a total of the agent should hold for
50,000 br next day in order to serve
the customer?

Cash in transaction
The Agent received deposit worth 100,000 br

5/6/2021 121
AML, CTF & ETHIO POLICY ON AML

AML AML Policy CTF

Anti-money laundering (AML Anti-money laundering (AML)

engaging in acts designed to Terrorist financing is an attempt
policy refers to a set of to conceal the origin or
conceal the true origin of
criminally derived proceeds so procedures, laws or regulations intended use of the fund, which
that the unlawful appear to later will be used for terrorist
designed to stop the practice of
have been derived from activities.
legitimate origins generating income through .
illegal actions.

Note: Ethio telecom MMS AML policy ensures Ethio telecom MM comply with local and international anti money
laundering (AML) and counter terrorist financing (CTF) practices.
AML POLICY

Stipulate not to do business with launderers

1

2 Strict compliance to beat laundering and illegal activities

know Ethio AML policy

3

Maintaining appropriate record of customer transactions.

4

5 Adherence AML policy is part of Agent Contract

123
AML POLICY…

6 Verifying the identity of customers and obtaining

additional KYC information. customers

7 MM platform monitoring and screening

8 Submit all required documents upon agent visit by ET

9 report suspicious transaction such the following via form

• Reluctant to show ID and give information

• Threat or bribe
• Suspect money and unusual transaction

124
GOLDEN RULES FOR AML REPORTING

If you are suspicious, continue the transaction in polite manner Obtain as much information as possible

Do not notify customer of your

Action Do not discuss the matter with a friend and report to
ET immediately
PREVENTING MONEY LAUNDARY AND TERRORISOM FINANCING

1. Agents’ responsibilities in preventing money laundering and financing of terrorism include:

✓ Verifying the identity of customers and obtaining additional KYC information as appropriate

✓ Maintaining appropriate record of customer transactions.

✓ Reporting suspicious transactions or activities.

✓ Reporting breaches to anti-money laundry policy.

2. Noncompliance to this procedure shall lead to one or more of the following penalties to agents depending on the

severity of the action:-

✓ Claw back of commissions earned for the irregular transactions to ensure future compliance

✓ Suspension of Agent Accounts

✓ Termination of Agent Accounts

✓ Termination of Agent Contract

126
127
BUSINESS RULES
BUSINESS RULES
▪ Agents/ Ethio POS can register a customer by fulfilling the following
conditions and requirements:
✓ Valid ID.
✓ Complete registration form
✓ Present original ID for verification
✓ Attach copy of ID on registration form

▪ Agents/ Ethio POS will capture required profiles and assign KYC
levels.
▪ All ethio telecom mobile customers can use Mobile money service.

• Upon successful registration, a customer will receive a confirmation

message and a numeric start key (PIN) to activate mobile money services

on their phones

129
BUSINRES RULES:TRANSACTION LIMIT
▪ As per NBE directive there are 3 levels of mobile money accounts
▪ Different transaction limits are allowed depending on regulation

1 2 ▪ Transaction limits depends on NBE regulation

Account Levels 3
▪ If a user has more than one account with different
Max account balance 5,000 Br 20,000 Br 30,000 Br levels, the limit of the higher level shall apply.
Daily transaction limit 1,000 Br 5,000 Br 8,000 Br
▪ Walk-in / unregistered users shall be subject to a single
Total monthly tra.limit 10,000 Br 40,000 Br 60,000 Br
maximum daily transaction limit of 500 Ethiopian Birr.

▪ Name, date of birth, residential address, telephone number, recent photo of the user has been captured
1 ▪ The user shall be introduced by another person who already maintains an account with Ethio telecom mobile money

2 ▪ Level 1 + customer indetity card

3 ▪ Level 2 + business entities

130
BUSINESS RULES

• Customers can deposit a cash to their • Customers can use their mobile

wallet account by visiting an authorized money and pay to merchants’

physically at shops or online
agents and direct transfer from their bank

account which has an agreement to work

with ethio Mobile wallet service.

• Customers/ transaction initiators
will be able to check and confirm
▪ Customers can send or transfer money
the validity of a given transaction.
to any other ethio telecom mobile

money user.

• During service provisioning, the mobile

money system will send the operation or
▪ Cash out can be done from the mobile wallet
service processing result to the
account either from an authorized agent or by
customer ( initiator and receiver) or
using ATM machine. agent.

131
AGENT OBLIGATIONS
CORE AGENT TERMS OF CONTRACT

➢ Facilitate and collect all subscriber registration ➢ Agent must ensure confidentiality of customer ,
forms and send to ET commercial, scientific and technical information
➢ Give Ethio Mobile Money service to customers ➢ To keep customer information or PIN secret
➢ Exercise full control over and take full ➢ ET reserves the right to inspect, without prior notice,
responsibility for its employees, their acts or the Agents’ premises during working hours
omissions ➢ Do not charge customers for service - All charges
➢ keep records of all transactions in the logbooks are deducted automatically from client account
provided ➢ Do not involve in any of money laundering, fraud and
➢ ET may terminate an Agent contract at it’s own CTF activities.
discretion or if the agent is in breach of any of ➢ You should notify suspicious transactions to ET
the T & C’s of appointment ➢ Display service price, ET brand, Agent short code or
➢ Educate your customer on how to use the QR code on place where visible for customers.
service

133
OTHER AGENT OBLIGATIONS

01 03
Service obligation Compliance
obligation& reporting

02 04
Customer Service
Branding obligation
obligation

134
AGENT OBLIGATIONS
Service obligations

Should facilitate cash-in/cash-out transactions

Educate customers

They should register customers,

Customer care

135
AGENT OBLIGATIONS
Branding and merchandising obligation

Provides relevant and important info to

customer

Provides clear guidance to customers on

company’s direction

Enable customers to easily identify where to get our

agents and make transactions

Agents are required to brand their shops with materials furnished by

Ethio telecom MM(signs or banners for the outside of the shop and
poster for the inside of the shop)

Exhibits good company image when there’s consistency

in visibility

136
AGENT OBLIGATIONS
Compliance obligation

Float/liquidity management obligation

Agents shall maintain their liquidity timely

Make sure you always have sufficient cash

&mobile money (e-float) to serve customers

Compliance with MMS practices

Agents must comply with the terms and conditions

revealed under the agreement regarding fraud
management, record keeping and information
security issues

137
AGENT OBLIGATIONS

Customer’s service

1
Be welcoming and friendly to
customers and always try to meet
their needs

2
Keep the premises neat &
organized

3
Ensure that all signs & posters
are clean and visible

4
Listen to customers’ views &
feedback and always seek to meet
their expectations

5
Do not charge customers for MM
services.
Note: Ethio will pay you
automatically for
transactions undertaken.
all

6
Process transactions quickly &
efficiently.

138
AGENT TOOLKIT

Agent record sheet/logbook Mobile apparatuses/POS

Display your short code and QR

Registration forms code

Sufficient e-money and

Tariff posters and fliers
cash

139
AGENT DOCUMENTATIONS

Forms
Text To obtain info from customer and agents
• registration form, liquidity form, logbook and KYC
requirements

Manuals and Approvals

Text
Aid operational management of the business
• AML manual, customer user guide, training manuals,
pricing sheet, Flayers, procedure & FAQ doc

Contract
Text Outline the roles and responsibilities of MNO and agents
• Agent contract

140
AGENT DOCUMENTATIONS..

5/6/2021
141
FAQ & ANSEWER
 FAQ AND MOBILE MONEY ISSUES

Question Answer
1. How do you control price war and territory violation which 1. Ans. We can easily control price war & territory bc one zone & region
prevails in VC and EVD markets? MA can fulfill the criteria set for that zone like office .tools capital and the
system also support us to control them(no. of Agent, manpower, Car….
2. Does the system have the capability of sending SMS when
an agent reaches a minimum level of e-money float? 2. In addition, the system there is Physical observation by MA & POS, One
POS can manage 400 agent to check e money balance
3. Why do not make the mobile app runs with USSD command
(instead of internet or both) at back just like CBE App? 3. It is internet based for now, but It will be applicable USSD based on
next launch. When they use internet, it will be free
4. Money on hand (100,000 birr) and transaction
limitations of banks may affect the liquidity
management of agents. What will be your strategy 4. For MA they can develop their own system like they can
for this?
send money on bank and the agent can withdraw it. They can
also take care when recruiting agents. the Agent business
could be cash generating business like 143
 FAQ AND MOBILE MONEY ISSUES

Question Answer
5. We need information on commission 5. The commission waiting validation if it is validated soon we will
communicate you.
6. Does the system generate receipts? How the tax issue will be
addressed? 6. There is no receipt. They can consider the notification message as
receipt. When we pay for Agent manually it is easy to generate receipt.
7. We can apply the bulk payment service for school fee But if we pay on E money we will get validation from ERCA
settlement. Better to start the service as fast as possible.
7. MA cannot apply bulk payment but their organization can register
8. Is it possible to be both master agent and an organization separately as an organization to provide bulk payment
that gives bulk payment service and bill collector for third 8. Still no decision
party?
9. On Start it may not possible but in future MA can decide How to do it, he
9. Is it possible to outsource agent training and recruitment can also use other parity to training their Agents but he will be
tasks to other organization?
responsible for consequence.
10. Can we manage the mobile money operation with the current 10. No it is MA & Agent there is no sub even the system can’t support. There
distribution hierarchy i.e., distributor>sub distributer>Retailer?
is no target commission

144
 FAQ AND MOBILE MONEY ISSUES

Question Answer
11. What strategy will be used to make agents are loyal to his/her the master agent? 11. The issue will be solved by longitude & latitude, and also
The agents may register with different master agents using many trade licenses the POS can verify and authenticate it. The POS will
that are issued with many members of his/her family. have specific Agent to control

12. Agent registration may be a difficult task as there is VAT requirement. Experience 12. VAT is not mandatory for Agent but Mandatory for MA
showed, agents are not comfortable when they are requested for VAT certificate. Is
it possible to onboard agents no VAT certificate? 13. Money terms has delivered to change to easy word it will
be improved
13. The term ‘MSISDN’ should be replaced by a simpler language such as ‘phone
number’ as it’s difficult to be understood by most people. 14. There may be tin checker we have tried to get it from
concerned body
14. If there is an option/a way by which agents can check TIN no. (view only privilege) 15. Ans. It has already started to correct the word on system
in order to know the right TIN no. holder.
side
15. The SMS notifications should be simple in order to be understood by customers 16. Ans. On corporate Level MMD on Zone & Region IDC
16. Who is responsible office when master agents want to contact?
17. Ans. It will be provided
17. Better to prepare training material for master agent (to train their agents)

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Question Answer
18. It’s better to give privilege for Master agents to create Top Organization 18. We have defined the role already but at the first phase it will
under head office? be managed by Ethio telecom. For the future they will manage
it
19. Inducing promotion must be conducted for customers (free packages,
airtime & other offers should be given to attract customers) 19. There is promotion package in more attractive way

20. The system requests VAT certificate for centrally owned agents (owned 20. There is zone and regional level KYC requirement
staff). This should be excluded from KYC requirements.
21. 18 banks among this 17 And 30 Micro finance are agreed to
21. How all banks will be integrated into the system so as to create work with us the method will be decided by ET (link bank,
interoperability among banks with ET mobile money service? Trust level & Core Banking)

22. Can an agent open more than one office in order to be more accessible for 22. It is possible but when it open the second branch it needs
customers? additional requirement there must be registered business
there. E Money is subordinate they can’t open only for tell Birr
23. Does one agent use single license to register with multiple master agent?
23. There is no benefit .bc the benefit is on transaction so it may
24. On invite friends process (on App), it is better to have an option to add challenge for them to do with different MA.
multiple friends
24. Not on select all. It must be on purpose and better to invite
one. There must be 10 per day 200 per month

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Question Answer
25. Can a master agent use his staffs as agents? 25. Yes they can be Agent. (Top 1 2& 3) one from ET , two to zone,
three shop. Agent will have only one operator for centrally owned.
26. Will call center provide service for 7*24 hours? MA can create his operator

27. What provision is made to make the text-delivery fast? 26. We can do it, If MA done 24/7

28. What's the promotion & advertising plan for MM? 27. There is zone Ans. It is promising, we have done more to make it
best. And also additional expansion is already started
29. What will be the effect of delivering MM service on EVD and VC
operation? 28. It is ongoing we use all media and advertising technique

30. It is better Ethio telecom invites qualified agents via advertisement 29. All product has its own life cycle, for example VC is going out, and
and place them under master agents we may take 50% of Airtime in the first year on E-money. It may have
some inclusion but through time they will decline.
31. The NBE's transaction limit is so small that it will have an effect on
the business. 30. It is impossible MA must strive and invest more by their own.

32. How the network is stable to give MM service? 31. We must think underserved and unbanked society. Since they have
minimum transaction
33. How an agent is beneficial from his/her customer's referral of other 32. Sometimes we must tolerate the situation (it must see by higher
customers? management decision)
34. ET should outsource MM promotion tasks to other professional 33. For now, there is no benefit related to this activities.
organizations 34. It is started
35. Why Ethio telecom use own outlet for MMS? 35. It is not for computation. It is only for support, presence and back up
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