Page 40 - NIBAF-Training Matters July - December 2022

NIBAF Lahore

ATM Oversight

SBP continues to stress the
responsibility of banks to monitor
ATMs and ensure round-the-clock
availability for customers.
Comprehensive instructions have
also been issued by SBP from time-
to-time to guide various aspects of
ATM operations and banks
performance in this regard. In order
to apprise the relevant teams in
financial institutions, one-day
online program on ATM Oversight
was conducted by Mr. Rajeev
Gulrajani, Deputy Director Digital Topics discussed in the session swift resolution of complaints
Innovation and Settlement included responsible business makes call center trainings
Department, SBP on July 5, 2022. conduct of financial services especially critical. The Call center
The discussion covered areas providers and authorized agents, agents are expected to be well-
including basic ATM operations Banking Conduct: Legal, worsed with the bank’s products
and transactional flows, ATM Regulatory and Supervisory and processes and balance the
settlement issues, SBP’s framework, financial inclusion, stress of interacting with difficult
Instructions on all aspects of ATM literacy and consumer protection, customers with company
operations, guidelines for Digital Frauds & Privacy of objectives of exceptional services.
complaint management and ATM Consumer Data, Legal & SBP, being cognizant of the
oversight methodology, challenges Regulatory Framework for ECIB & significance of those critical
and solutions for SBP. The PCB, steps to ensure accuracy in touchpoint for customer, has
program was attended by eCIB data reporting and steps to issued comprehensive instructions
participants were from ATM avoid negative credit reporting. The on Call Center Management. An
Monitoring unit, Internet banking program was attended by 20 online session on the Revised SBP
and banking Operations. participants from different banks instructions on Call Center
including senior management of Management was held online on
Banking Conduct & ECIB banks. Aug 04, 2022. Mr. Shahid Iqbal,
Reporting: Emerging Threats Subject Specialist, NIBAF
& Regulatory Expectations Revised SBP instructions on conducted the program. Thirty-
Call Center Management three officers from Quality
This program was developed by Assurance, Call Center, and
Banking Operation teams of banks
NIBAF-Lahore in coordination with Today’s financial services participated in the session. Mr.
relevant officer of BC&CPD to customers want to be able to Shahid discussed vitality of call
discuss the new version of eCIB access and manage their money center, SBP instructions and
with participants. Mr. Sajid Khan, round-the-clock. The business objectives/rationale of revision,
JD, BC&CPD delivered an effective automation and the technological findings and gaps in various
session by using multiple learning solutions have enabled banks to thematic surveys conducted by
methodologies by combining serve their customers for extended SBP and inspection teams, and
presentation with videos and hours. An important component of way forward for Call Centers.
interactive discussion session. this enablement are the Call
Centers of banks that not
help their customers Banking Conduct & e-CIB
resolve their issues Reporting
anytime and anywhere
but play an active role in A comprehensive program on
promoting the bank’s Banking Conduct & e-CIB
products and services. Reporting was conducted by Mr.
Sajid Khan, JD-BC&CPD for
The rising consumer commercial bankers. Officers from
expectations regarding e-CIB, operations and service
the seamless provision quality participated in the program.
of banking services and