4. The General objective of this Training
is developing the trainees knowledge,
skill and attitude on mobile banking
service so that they can play a
significant role in developing and
sustaining an excellent mobile
banking service and ensure a greater
customer satisfaction.
Objective
5. Mobile Banking v/s Digital Financial Services
MOBILE BANKING OPERATIONS In OB
ORO CASH FUNCTIONALITIES
MOBILE BANKING ACCOUNTING
PROCEDURES & RECORDING OF
TRANSACTION
MOBILE BANKING REPORTS
Major training contents
6. 1.1. Mobile Banking
Mobile banking is one of the alternate
channels for customers to check their day-
to-day account formations by linking with
their accounts through a mobile device. The
service is provided by financial institutions,
especially banks.
SESSION ONE
1. Mobile Banking v/s Digital Financial Services
7. Mobile banking services can be categorized
into the following:
1. Account information access
. This helps you in better management of
your funds. And thus, this is the primary
mobile banking service provided by any
bank. You can check the following:
View account balance (balance enquiry)
e-statement of account
Loan statements
8. 2. Transactions
Transactional services enable clients to
transfer funds to accounts at the same
institution or other institutions,
perform self-account transfers, pay
third parties (such as bill payments),
and making purchases.
9. 3. Investments
Investment management services enable
clients to manage their portfolios or
get a real-time view of their
investment portfolios (term-deposits,
etc.)
10. 4. Other services
Other services enable clients to check on
the status of their requests.
ATM locators
Branch locators
ATM requests
Ordering new cheque book
Cancelling/stopping an issued cheque
11. 5. Content and news
Content services provide news related
to finance and the latest offers by the
bank or institution.
Cont..
12. 1.2. Digital Financial Services
The use of ICTs and non-bank retail
channels to extend the delivery of financial
services to unbanked.
Digital finance has the potential to make
financial services accessible to
underserved populations in areas that
lacked physical infrastructure for these
services
13. • Bank account not needed.
• Use of agents for cash in and cash out.
• Use mobile handsets and other digital
means for transactions
14. 1.3. Digital Financial Services – Key Concepts
Mobile Payments
- a transaction system
operated via
a mobile phone
with bank interfaces
Mobile Wallet (m-Wallet) accessed from
handset, stores account, checks ID, handles
encrypted transactions; held on M-DFS server
Mobile Banking
- all bank transactions
& financial instruments
from a mobile
phone
OTC
(over the
Counter)
transactions
may use just
the mobile
wallet
account of an
agent for
transfers or
payments
with cash
Mobile money
- a closed electronic
credit system;
usually with interfaces
to banking systems(walking)
18. 1.7. Access to Financial Services – Kenyan experience
M-PESA launched in
2007 when only 23% of
Kenyans had a bank
account but 80% access to
a mobile phone.
The service has grown
into one of the most
successful in the world, with
more than 8.5 million
customers and over 12,000
agents by the end of 2009.
19. Reflection questions:
What do you think are the benefits of mobile
banking are?
For customers
For the financial institution
Cont…
20. 1.8.1. For customers
Access to the formal financial system: Access to a bank
account and banking services for the unbanked.
Convenience: Check account balances, find ATM
locations, transfer funds, and even deposit checks.
Timesaving: No longer need to visit bank
Bank on the go: You don’t even need a desktop
computer. Bank from the train, airport, or backseat of a
cab.
1.8. Benefits of using mobile banking
21. Easy to monitor: Stay on top of daily
transactions to protect against fraud.
Good for budgeting: With access to your money
at your fingertips, you can check your balance
before you spend and make sure you’re on
track to meet budgeting goals.
Mobile Deposit: Depositing checks is no longer
a hassle. Simply use your smart phone camera
and mobile app to take a picture of the front
and back. Deposit processing times are the
same as if you brought the check to a branch
22. Apply for a loan: No need to go to
the branch when you can apply for
financing through the mobile.
No cost to you: Mobile banking is a
free service for all customers.
23. 1.8.2. For financial institution
Expand customer base: M-Banking is one of the
most cost-effective channels for delivering financial
services to the mass market and to expand the
customer base for banks and FIs exponentially by
expanding into new customer segments and
untapped geographic areas.
Capture additional fee revenue: M-Banking
channels generate multiple sources of revenue per
customer by adding new products.
Cont…
24. Group discussion
What do you think are the current major limitation of
mobile banking services in Ethiopia?
What do you think are the current major limitation of
mobile banking services in OB?
25. National ICT infrastructure
NBE Directive(Legal framework)
Most people have not enough idea about mobile
banking yet.
The customer who has already an account with the
bank no needs addition account for mobile
banking.
Mobile banking is being used for fund transfer
mainly so, Customer does not keep deposit for
long duration.
1.9. Current Limitation Of Mobile Banking
services In Ethiopia
26. Mobile banking has no various deposit
schemes as of conventional banking yet
Mobile banking has no investment/loan
schemes yet.
The Most Mobile bank has not interbank fund
transfer facility yet.
Mobile Banking app is not available on all
mobile phone.
Literacy Level.
27. 1.10. OIB’S Mobile Banking Service
Oromia bank S.C (OB) has started a mobile banking service
called Oro cash.
“Oro cash” is a brand name we used for mobile banking
service.
OB provides mobile banking services to its clients in the
following ways
Mobile Banking over mobile applications (for smart
phones)
Mobile Banking over SMS (also known as SMS Banking)
Mobile Banking over Unstructured Supplementary Service
Data (USSD)
.
29. To use Oro cash services customers should fulfill
some requirements. So, we should understand the
requirements and initiate the customers to fulfill it.
Are you registered for Oro cash services?
2.1. Mobile Banking Requirements From Customers
30. Customers shall have a regular account (saving or
current ) at OB branches
Customer shall have a mobile number and mobile
phone device, that will be linked to his/her account;
Customer shall fill mobile banking application form
and then put their signature confirming acceptance
of the terms and conditions stipulated in the
contract;
Customers shall agree and pay mobile banking
services fee in accordance with OB’s fee schedule.
2.1.1 Mobile banking service requirement from existing
customers
31. የ
ሞ
ባ
ይ
ልና ኤ
ጀን
ት ባ
ን
ኪን
ግ አገልግ
ሎ
ት ማ
መ
ልከቻ ቅ
ጽ
MOBILE AND AGENT BANKING SERVICE REQUEST APPLICATION FORM
ቅርንጫ
ፍ ቀን
Branch/_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
Date _
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
የኤጀንቱ ቁጥ
ር/Agent's No. _
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
የ
አመ
ልካ
ች ስ
ም
Applicant Name: __________________________________________________________________________________
አድ
ራ
ሻ ክ
ልል ከ
ተ
ማ ክ
ፍ
ለ ከ
ተ
ማ ወ
ረዳ ቀ
በ
ሌ የ
ቤ
ት ቁ
ጥ
ር
Address:Region ___________City _______Sub city ______ Woreda _________Kebele ______House No. _____
የ
ተ
ን
ቀ
ሳ
ቃ
ሽ ስ
ልክ ቁ
ጥ
ር ኢ-ሜ
ኤ
ል
Mobile Tel. number of the applicant: _____________________ E-m
ail: __________________________
የ
መ
ታ
ወ
ቅ
ያ ቁ
ጥ
ር
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_ የ
ሰ
ጠ
ውአካ
ል _
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_የ
ተ
ሰ
ጠ
በ
ት ቀ
ን _
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
ID No. Issued By Date Issued
የ
ት
ው
ልድ ቦ
ታ
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_ የ
ት
ው
ልድ ቀ
ን _
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
Birth place Date of birth
ጾ
ታ
፡ ወ
ን
ድ ሴ
ት
Sex፡ M
ale Fem
ale
Channel Selection/መ
ገ
ልገ
ያ መ
ም
ረጫ
i) The Bank will provide USSD channel for every Mobile Banking user as a default./ባ
ን
ኩ የ
U
S
S
D አገ
ልግ
ሎ
ት
ን ለ
ሁ
ሉምየ
ሞ
ባ
ይ
ል
ባ
ን
ኪን
ግ ተጠ
ቃ
ሚ
ዎ
ች ይ
ሰ
ጣ
ል፡፡
ii) Additional Channels if your mobile handset support an internet service please choose/Tick √ one option depending on your
Mobile handset type.
/በ
ተ
ጨ
ማ
ሪ ሞ
ባ
ይ
ሎ የ
ኢን
ተር
ኔት መ
ስ
መ
ር ካ
ለ
ው
፤የ
ሞ
ባ
ይ
ሎ
ን አይ
ነት ይ
ም
ረጡ
፡፡
Mobile Handset Operating System / የ
ሞ
ባ
ይ
ል ኣ
ይ
ነ
ቶ
ች
Androids (e.g Samsung,
Huawie…)
Windows (e.g HTC, Nokia
)
I phone (e.g Apple phones) Java Enabled
BlackBerry Other________________
I, the undersigned, have read and understood the terms and conditions prescribed by the Bank for offering Mobile and Agent
Banking Services to its customers and unconditionally accept them. እኔ ከ
ዚህ በ
ታ
ች የ
ፈ
ረም
ኩ
ት ፣ ባ
ን
ኩ ለ
ሞ
ባ
ይ
ልና ኤ
ጀን
ት ባ
ን
ኪን
ግ አገ
ልግ
ሎ
ት
ያ
ስ
ቀ
መ
ጠ
ው
ን ሕግ
ጋት
ና ደን
ቦ
ች በ
ማ
ን
በ
ብ
ና በ
መ
ረዳት ያ
ለ
ም
ን
ምቅ
ድ
መሁ
ኔታ ተ
ስ
ማ
ም
ቻ
ለ
ሁ
፡፡
ቀ
ን
/ Date: ______________________ ፊ
ርማ
/ Signature: ______________________
---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
(For Use at Agent or Branch/office use only)
Data Entered By:
Agent / Name ……………………..………………..………………………… Signature …………………… Date……………………
SN
ተ
ቁ
Account Number /የ
ሂ
ሣ
ብ
ቁ
ጥ
ር
Account Type
(S
a
v
in
g
/C
u
rre
n
t)/
የ
ሂ
ሳ
ብአ
ይ
ነ
ት
Branch Name / ሂ
ሣ
ቡ
የ
ሚ
ገ
ኝ
በ
ት ቅ
ር
ን
ጫ
ፍ
Select Default/Primary
Account/ በ
ዋ
ና
ነ
ትየ
ሚ
ጠ
ቀ
ሙ
በ
ት
ን
የ
ሂ
ሣ
ብቁ
ጥ
ርይ
ም
ረ
ጡ
1
2
3
32. Customer shall apply at nearest branch of
OB or agent for mobile banking service and
fill M-wallet application form and carefully
read the contract and then put their
signature confirming acceptance of the
terms and conditions stipulated in the
contract ;
Customer shall have a mobile number and
mobile phone device, that will be linked to
his/her account;
2.1.2 Mobile banking service requirement from new
customers (wallet users)
33. Customer shall have renewed Id card
Customer shall have one passport size
photograph to be attached on application form;
Customer shall have a minimum deposit of
twenty five birr;
Customers shall agree and pay mobile banking
services fee in accordance with OIB’s fee
schedule
34.
35. Steps to be followed
First the customer service officer (maker) shall
verify whether applicant is account holder of OB,
Then customer should fill mobile banking
application form and put their signature confirming
acceptance of the terms and conditions stipulated in
the contract.
The Customer Service Officer (Maker) shall verify
customer’s signature on application form;
2.2.1 Verfication process for existing customers
36. the customer service officer should check if the current
cell phone number of the customer is found in core
banking system Then the customer service officer
(maker) by using his/her credentials will access MAB
system found at branch with URL
http://mab.oib.com/finmobi/
;
37.
38. If cell phone number not found/differ from
applicant’s number at Core Banking system the
customer service officer should forward the
application to Manager/Customer Service
manager (CSM) to amend customer’s mobile
phone number in core banking based on
application form; and forward application form to
Customer Service Officer (Maker);
39. The Customer Service Officer (Maker) shall verify Proper
KYC to link his/her mobile number with his/her real account
and it must ensure that all the required fields are properly
filled and applications should be verified and approved by the
authorized staff of the branch
40. The customer service officer (maker) assists the customer to
fill wallet account opening form to get the service.
The Customer Service Officer (Maker) shall verify customer’s
signature on application form;
The Customer Service Officer (Maker) shall verify Proper KYC
;
Id copy
One pass port size photograph
Mobile apparatus and SIM card
Initial deposit of birr twenty five
2.2.2 Verification process for new customers (m-
wallet users)
41. On mobile and agent banking system or admin portal customer
registration page is used to add the customer for mobile banking.
Users enter the customer number which is stored in the database.
All the details of the customer are fetched from the core banking
database.
It is available in all modes. (ADD, MODIFY, INQUIRE, AUTHORIZE).
A. Customer creation
On the Masters Menu, click customer registration>Add. The customer
page is displayed with all the details.
2.3.1 Registration on MAB system for existing
customer
42.
43. Enter the customer number. If it is present in the
core banking database, it Will display all the details
of a particular with respective their accounts.
If a customer has different account numbers at
different branches select one of the account from
listed account and make it primary account
Cont…
44.
45. NB: primary account is the account
which customer used regularly from
listed accounts.
46. On the Masters Menu, click customer registration-
>Authorize.
Click on submit button the customer is authorized.
The Same User who has created the Record will not able to
authorize the Record.
B. Customer authorization
47. . Upon completion, the customer will be
notified with SMS, credential MPIN, in the
registered mobile phone number.
Finally The control and compliance officer
shall check mobile banking application and
keep custody of customer’s application
48. To Log in to OB mobile banking service Dial *840#, and
then Enter your MPIN
Cont…
49. Below mentioned are the various services you can
avail through OB Mobile Banking(Oro-cash):
Cash withdrawal
Fund Transfer
Air time top up
Balance Inquiry
Mini-Statement
Cheque Status Inquiry
Exchange Rate
Rate Inquiry
Oro-cash functionalities
50. Rate Conversion
Service Requests
Cheque Book Request
Stop Cheque Payment
ATM Card Request
A/C Statement Request
PIN change
OTP (One-time password) and etc using our USSD or
Unstructured Supplementary Service Data and mobile Apps.
51. Customer can transfer fund between his/her own
account or other customer account within OB (From
Regular to Regular, Regular to Mobile Wallet, and
Mobile Wallet to Regular) by using his/her mobile
phone device.
3.1.1. Fund transfer
53. Select from account
enter number 1 to confirm and 2 to cancel
Cont…
54. To transfer fund to wallet select to wallet account
and follow the same steps as mentioned above
NB: In case of fund transfer to mobile wallet
account;
if the beneficiary mobile number is not registered,
the system will treat this as fund transfer to walking
customer and the amount will be kept in payable
account till customer collects the fund.
The system will send security code or number to
the depositor and the beneficiary that will be used
at time of fund collection.
Cont…
55. OB customers can Top up their account by the following steps
3.1.2.Air time Top Up
Select to mobile number
58. To top up another person account; select gift
and follow the same step mentioned above
Cont….
59. 3.1.2. Balance enquiry
Registered customer of the Bank can view the actual
balance of his/her accounts in OB (Saving, current,
wallet/mobile, and overdraft) by using his/her mobile phone
device with the following procedures:
60. Registered customer of the Bank can view the last
5 transactions executed on his/her accounts in OB
(Saving, current, wallet/mobile, and overdraft) by
using his/her mobile phone device with the
following procedures:
3.1.3. Mini statement
61. 4.1. Mobile and Agent banking system
Is designed to manage and hold balance of
individual mobile wallet accounts.
There is no journal entry, only increase or
decrease individual mobile wallet account based
on transaction type.
4.2. Core banking system
Keep recording of transactions or journal entry related
to mobile banking transactions.
Keep the sum of all mobile wallet accounts in one
general ledger account at Head Office.
SESSION Two:
MOBILE BANKING ACCOUNTING PROCEDURES
& RECORDING OF TRANSACTION
62. 4.3.1Fund transfer
4.3.1.1. Fund transfer to regular account
a) Fund transfer from regular to regular
(If the sender and receiver account are in the same branch)
Journal Entry in CBS
Hosted Branch
Debit: Sender Regular account
Credit: Receiver Regular account
b) From regular to regular(If the sender and receiver are in different branch)
Sender Branch
Debit: Sender Regular account
Credit: Any Branch Banking (ABB)
Receiver Branch
Debit: Any Branch Banking (ABB)
Credit: Receiver Regular account
4.3. Journal Entry
63. Receiver Branch
Debit: Mobile Wallet GL account
Credit: Any Branch Banking (ABB)
Head office
Debit: Any Branch Banking (ABB)
Credit: Receiver Regular account
4.3.2. Fund transfer to mobile wallet account
a) From regular to wallet (If the receiver mobile is registered)
Journal Entry in CBS
Sender Branch
Debit: Sender Regular account
Credit: Any Branch Banking (ABB)
Head Office
Debit: Any Branch Banking (ABB)
Credit: Mobile Wallet GL account
c) Fund transfer from wallet to regular
64. Journal Entry in CBS
Sender Branch
Debit: Sender Regular account
Credit: Any Branch Banking (ABB)
Head Office
Debit: Any Branch Banking (ABB)
Credit: MAB Payable GL account
c) From mobile wallet to mobile wallet account (If the
receiver mobile is registered)
Head Office
Debit: Mobile Wallet GL account
Credit: Mobile Wallet GL account
b) From regular to wallet (If the receiver mobile is not
registered)
65. Head Office
Debit: Mobile Wallet GL account
Credit: MAB Payable GL account
d) From mobile wallet to mobile wallet account (If the
receiver mobile is not registered)
66. When customer or agent forget pin, shall
appear at any OB branch, in person, and
present PIN re-setting request.
5.1. Customer PIN resetting request for
mobile banking at branch
SESSION Three:
CUSTOMER AND AGENT SUPPORT
69. When customer and agent change mobile
phone number,
shall appear to his/her base branch, in
person and request registration of new
mobile phone number.
5.2.Change of mobile and account Number process at
branch
70.
71.
72.
73. 5.3. Blocking of mobile banking services
A customer can apply, in case of
lost/stolen mobile apparatus,
formatted phones; damaged
apparatus shall appear to any OB
branch, in person, to block services.
74.
75. A Customer may request to add account
associated to mobile banking services. In
such cases, customer shall appear to base
branch/any OB branch, in person, and
request for new account association to his/
her mobile banking services.
5.4. Add of associated accounts
77. 5.5. Mobile banking dispute handling
Dispute may be raised either from
customer or Agent, while making a
transaction by using mobile and Agent
banking system. All mobile and Agent
banking disputed transactions must be
investigated and responded to the
customer in no more than 10 (ten)
business days.
78. The customer and Agent should apply any disputed
transactions either through OB Branches or directly to
Mobile and Agent Banking Division by using the
appropriate form.
The customer and Agent may raise the disputed
transactions directly to the Bank using telephone
depending on the situation.
Mobile Banking disputed transaction cases coming to the
Bank via phone can be forwarded for investigation after the
dispute details are filled on the transaction dispute form by
the dispute receiving staff.
However, the customer and Agent should be advised to
submit a signed dispute form subsequently.
5.5.1. Ways of receiving disputes
80. Under report menu branches can see the following
reports;
Online agent monitor: It is give all the information of
agents related;
No of opening accounts,
Balance enquiry,
Mini statement,
cash deposit,
total cash deposit,
cash withdrawal, total amount of cash withdrawal and transction
,
Number of each Transactions,
Pay transfer of money,
total amount of pay transfer of money.
Cont….
81.
82. stop cheque, cheque request, Physical
statement of account, Email statement
of account, ATM/Debit card request,
credit card request,
Under request enquiry menu
branches can see the following
reports;
