3branch Teller Training Manual 1. 6

HelloCash
Mobile & Agent Banking

Branch Teller Training
Program
June, 2015
What is Mobile and Agent Banking?
❑Mobile Banking is a solution that allows registered users
to send electronic value/money from their mobile phones to
other users and withdraw cash from nearest business
outlets/Agent.
❑Mobile and Agent Banking provides: fast, secure,

affordable and convenient way of sending money anywhere
in Ethiopia.
Traditional way Agent Banking way
Hardcore Virtual
=
Stake Holders
Actors Purpose
National Bank of Ethiopia Regulator
Financial Institution License holder and service provider
BelCash Technology Solutions Technology Provider
Ethio Telecom Telecommunication Infrastructure
Merchant Agents Authorized by the financial institution to
provide, HelloCash Mobile and Agent
Banking services, Facilitates and provides
HelloCash Mobile and Agent Banking
services
End users Customer
Branch Tellers
A teller is an employee of a bank who deals directly with
most customers. Tellers are considered a "front line" in the
banking business. This is because they are the first people that
a customer sees at the financial institutions.
Tasks of HelloCash Tellers
❑Opening account for customers/agents
❑Administer customers/agents accounts
❑Providing Cash in and Cash out Services for
customers/agents
Mobile and Agent Banking
Applicability
How Mobile & Agent Banking
Registered Users works
Unregistered Users
Have Mobile Account Do not have Mobile account
Can deposit money Can not deposit money
Can send money Can not send money
Can receive money Can only receive money
Can buy airtime Can not buy airtime
Can withdraw money Can not withdraw money

HelloCash Tellers Tools and Documents
▪Mobile Phone( Regular or Smart)

▪ Computer with Internet Access
▪ Forms
Customer Account Opening Form
Transaction Receipts
Transaction Log Form
Suspicious Activity Report Form
Procedure of Registering
Customers/Agents
Step One:
❑ Tellers carryout registration of customers after only
receiving duly completed account opening form , a valid
copy of ID.
❑In case of Agents registration, teller must control if the

agent delivers the financial institution(Bank or micro
finance) certification that authorized the agent to become
Agent of Mobile and Agent Banking Services and Teller
must receive the minimum deposit amount from the
Agent
Practical Exercise
Account Opening
❑Teller communicates the financial institution confirming to
have obtained the full KYC required document from the
customer through the following electronic interface provided
to the teller :-
IVR USSD Online Contact center
❑The following basic information shall be communicated to

the financial institution(Bank or micro finance):
Mobile (Mobile Account ) number, name, age, gender and
other details of the customer.
The Teller must ensure that all accuracy level in capturing the
basic information is always at 100%.
Step Two:
Teller cross check and verify obtained KYC documents
validity, if opening form has all the info, check if signed by
customer.
Step Three:
Calling…
*983#
Teller calls 8140 or *983# and select Account Back
opening option and enters mobile number.
Step Four:
The HelloCash system calls customer to ask to choose 4
digit PIN for the account, ask to choose preferred languages
and to speak full name so that voice profile can be recorded.
Procedure of Deposit
Step One:
Customer fills a deposit slip, gives cash together with an ID
card to the Teller.
Calling…
Step Two: *983#
Teller calls the dedicated phone number Back
Step Four:
Teller selects transfer option
Step Five:
Teller enter customer mobile number and deposit amount
Step Six:
When getting call back from the system Teller confirm the
transaction with PIN
Transaction completed. Customer gets a confirmation SMS

and signs on Transaction log form of the Teller and Teller
return the ID.
Procedure of Withdrawal
Step One:
Customer provides filled withdrawal form together with and
ID to the Teller. And calls 8140 *983# and select transfer
option.
Step Two:
Customer enters Tellers mobile number Calling….
*983#
Step Three:
Customer enter withdraw amount
Step Four:
When getting a Call Back from the system customer confirm
the transaction with PIN.
HelloCash:
000019656
ETH You have
Received 625
Birr form091…
Transaction completed. Customer gets a confirmation SMS

and signs on Transaction log form of the Teller and Teller
return the ID.
Deposit Via Internet
Practical Exercise
Withdrawal Via Internet
Practical Exercise
Mobile Banking Account Security
❑ No transaction is possible unless the user authorizes it
using their four digit PIN number.
❑ Tellers, Agents and Customers must keep their pin

number in SECRET
❑ If agents or customers believe that someCalling….
one must
8803
have known their pin number, they should change
their pin by approaching the nearest branch of
financial institution immediately, in case of tellers,
they should ask the branch manager to change their
Account Maintenance
Practical Exercise on:
Displaying Account History
Change PIN
Change mobile number
Block an account
Unblock an account
Closing an account
Performing Teller Operations
Starting Your Day
A.Before performing any mobile banking transactions,
make sure you count total amount of cash you received
at the start of your day. Follow the procedures and
guidelines of your financial institution for starting of
your day and the actual cashbox balance at the start of
your day.
B. Make sure your mobile and agent banking teller account
last working day end-of-day balance was set to ZERO.
Performing End-of-Day Processing
The ZERO Balance principle
Assures that the teller and cashier has performed the

End-of-Day operation successfully.
Tellers perform end-of-day operation with the cashier
Teller and cashier co-sign end-of-day form

If Deposit is greater than withdraws:
 When the total deposit transaction of the day is greater
than the withdrawal transaction. Mobile account balance
of the teller is display a negative balance.
 The same amount of cash must have being received and

registered by the teller.
If Withdraw is greater than deposit:
 When the total withdraw transaction of the day is greater
than the deposit transaction, the mobile account balance
of the teller is display positive balance.
 The same amount of cash must have being paid out and
registered by the teller.
To End The Day...
 Teller hand over to cashier cash, end-of-day form
together with deposit and withdraw forms
 Cashier crosscheck end-of-day form, the received cash,
deposit/withdraw forms and report from teller cash
register for the mobile account operation
 Teller fill out end-of-day form based on
deposit/withdraw forms and mobile account balance
position
Customer Service
“He profits, most who serves best !”
Calling….
8803
Customer service is a series of activities designed
to enhance the level of customer satisfaction – that
is, the feeling that a product on service has met the
customer expectation.
Customer Service Skills

Product Knowledge
Patience
 Clear Communication Skills
 Persuasion Skills
 Problem Resolution Skill
 Flexibility
 Work Ethic
 Professionalism
 Confidence
❑Agents are the backbone and the face of
HelloCash Mobile and Agent Banking
services.
❑Be welcoming and friendly to customers
❑Listen to customers views and feedback
and always seek to meet their needs.
❑ Inform people about financial institution mobile
and agent banking and the services offered.
❑Never charge customers directly for the services
you provide
❑Encourage registered customers to do more
Transactions.
❑Make sure you always have sufficient cash and e-
fund.
❑Always remind customers not to share their PIN

with anyone.
❑Keep the agent premises neat and organized
❑Ensure all signs and posters are clean and visible.

Branding
Branding is applicable to all Agents

Differentiates authorized agents from the
unauthorized agents.
Creates good company image and value
Calling….
8803
Provides relevant and necessary information to
customers.
Question And Answer

3branch Teller Training Manual 1. 6

Uploaded by

Copyright:

Available Formats

3branch Teller Training Manual 1. 6

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

3branch Teller Training Manual 1. 6

Uploaded by

Copyright:

Available Formats

HelloCash

Mobile & Agent Banking

❑Mobile and Agent Banking provides: fast, secure,

Can deposit money Can not deposit money

Can send money Can not send money

Can receive money Can only receive money

Can buy airtime Can not buy airtime

Can withdraw money Can not withdraw money

▪Mobile Phone( Regular or Smart)

❑In case of Agents registration, teller must control if the

IVR USSD Online Contact center

❑The following basic information shall be communicated to

Transaction completed. Customer gets a confirmation SMS

Transaction completed. Customer gets a confirmation SMS

❑ Tellers, Agents and Customers must keep their pin

Assures that the teller and cashier has performed the

Tellers perform end-of-day operation with the cashier

Teller and cashier co-sign end-of-day form

 The same amount of cash must have being received and

“He profits, most who serves best !”

Customer Service Skills

❑Always remind customers not to share their PIN

❑Keep the agent premises neat and organized

❑Ensure all signs and posters are clean and visible.

Branding is applicable to all Agents

You might also like