TEMENOS Banking Reference Processes

Manage Customer Engagements (Retail)

Last change: Mar 27, 2011 12:50:09 PM

Type: EPC

Walk in Customer

Identify Customer
needs

Customer Service
Officer

- Standard Interview Process

- Product/Service /Information request
Customer
Identification
Documents

Receive
documents
for identification

Customer Service
Officer

- Kebele ID (issued by Districts)

- Passport
- Driving License
- Employee IDs / Student IDs
- Trade License (for earmarked accounts)
- Birth Certificates (for Minors)

ENQ
CUSTOMER.L
IST

Check if
existing
prospect or
customer

Customer Service
Officer

- Name

Prospect does
not exist

Existing retail
banking prospect

ENQ
CUSTOMER.L
IST

CUSTOMER,
PROSPECT

Capture
prospect
data

Customer Service
Officer

Existing retail
banking Customer

Launch prospect
record

Customer Service
Officer

Display prospect
record

T24

ENQ
CUSTOMER.L
IST

T24

Launch Customer
record

Display Customer
record

SYS

Mandatory fields can be defined,

e.g. which fields need to be filled
before transaction can be committed.
(Short opening would be possible)

Customer Service
Officer

SYS

ENQ
SCV.OPPORT
UNITY

Identify cross
selling
opportunities

Customer Service
Officer

- launched as inquiry from

"more actions"
Decide if
background
checks
are required

Prospect data
captured

Confirm type and

details of request

Customer record
displayed

Customer Service
Officer

Background
checks required

Customer Service
Officer

- Product/Service /Information request

- Product/Service details

Specific
product/service
request

ENQ
CUSTOMER.L
IST

Confirm if
background
checks or
updates required

Only information
required

Prepare and
handover required
information

Customer Service
Officer

ENQ
CRC.TO.DO

AML check
required

KYC to be
completed/updat
ed

Customer record
to be updated

ENQ
COMPLAINT

No
updates/backgro
und checks
required

Customer Service
Officer

- Product Information
- Application Forms
- etc.

Launch contact
management

Customer Service
Officer

Create task

Customer Service
Officer

ENQ KYC

Perform AML
Check

Complete KYC
Check

Amend Customer
Details

Agree with
Customer on
product details

Customer Service
Officer

Product/Service type:
- Amount
- Interest Rate
- Currency
- Source of funds (e.g. cash,
account transfer)
- Passbook/Checkbook, ATM Card,
Internet Banking

Product
details agreed

Open
Current
Account

Product
details agreed

Open
Savings Account

Product
details agreed

Open Contract
Based Deposit

CR.CONTACT
.LOG,TASK

- Record Information provided

- Capture follow up tasks
- etc.
Contact
management
data captured

TEMENOS Banking Reference Processes

Perform AML Check

Last change: Mar 27, 2011 12:54:12 PM

Type: EPC

Manage Customer
Engagements
(Retail)

Manage Customer
Engagements
(Corporate/SME)

AML check
required

External AML
System

Perform AML
blacklist check

AML check
required

Customer Service
Officer

- Can be online or offline check

- OFAC (Office of Foreign Assets Control)
- PEP (Politically Exposed Person)
- SDN (Specially Designated Nationals)

CR.RELATIO
NSHIP,KYC.I
NPUT

Launch KYC
screen

Customer Service
Officer

- if required repeat for associated entities

CR.RELATIO
NSHIP,KYC.I
NPUT

Capture
AML/KYC data

Customer Service
Officer

- KYC data
- Risk data

CUSTOMER,
KYC.INPUT

Link AML/KYC
record to
Prospect/Custom
er record

Customer Service
Officer

- Update Blacklist status (positive/negative)

Blacklist check
negative

Complete KYC
Check

Blacklist check
positive

Update internal
AML control list

Customer Service
Officer

Inform Customer
about failure

Customer Service
Officer

Customer informed

TEMENOS Banking Reference Processes

Complete KYC Check

Last change: Sep 14, 2010 9:18:11 PM

Type: EPC

Manage Customer
Engagements
(Retail)

Perform AML
Check

Blacklist check
negative

KYC Document
Checklist

Receive KYC
documents

KYC to be
completed/updat
ed

Manage Customer
Engagements
(Corporate/SME)

KYC to be
completed/updat
ed

Customer Service
Officer

- Kebele Identity Card / Tax ID / Passport / Driving License

- Company Registration
- Certificate of Incorporation
- ...

New Screen

Check black list

Customers

Customer Service
Officer

- List circulated by Central Bank

KYC check failed

KYC check passed

CUSTOMER,
CORP
Update internal
list
CUSTOMER,I
NPUT

CUSTOMER,
PROSPECT

-Banks have their own internal list.

The list is maintained in their
in-house system
Capture
Customer KYC
information

Customer Service
Officer
- Address Proof Correspondence
(Tab Address) additional address to be
captured separately
- Proof of Identity (Tab ID Doc)
- Information on Occupation,
Income class (Tab Financial Details)
- KYC review dates (Tab KYC)
- KYC Status (complete:yes/no)

DM

Customer Service
Officer

Inform Customer
and reject
transaction

Customer Service
Officer

Transaction
rejected

Check on mandatory
documents
SYS

- List of compulsory
documents can be configured
CUSTOMER,
CORP

CUSTOMER,I
NPUT

CUSTOMER,
PROSPECT

Confirm received
documents

Customer Service
Officer

Mandatory KYC
documents
complete

Confirm
subsequent
activity

Mandatory KYC
documents
incomplete

Customer Service
Officer

ENQ
CRC.TO.DO

ENQ KYC

Retail Customer
to be created

Create Customer
Record (Retail)

Corporate/SME
Customer to be
created

Create Customer
Record
(Corporate/SME)

Bank Customer
to be created

Create Bank
Customer

ENQ
COMPLAINT

Launch contact
management

Customer Service
Officer

CR.CONTACT
.LOG,TASK

Create task

Customer Service
Officer

Customer details
to be amended

Amend Customer
Details

- Record missing documents

- Capture follow up tasks
- etc.
Contact
management
data captured

TEMENOS Banking Reference Processes

Create Customer Record (Retail)

Last change: Sep 17, 2010 10:45:36 AM

Type: EPC

Complete KYC
Check

Retail Customer
to be created

CUSTOMER,I
NPUT

Complete
Customer record

Customer Service
Officer

- Set Customer Status to active

- Further Details
- Relation
- Communication Details
- Financial Details
- Residential Details
- Other Details
CUSTOMER,
NAU

Verify Customer
record creation /
amendment

Customer Service
Supervisor
Note: The records not approved need not be deleted.
These records can be used later for analysis etc.

Customer record
creation to be
approved

CUSTOMER,
NAU

Approve
Customer record

Customer record
to be updated

Customer Service
Supervisor

Customer record
approved

T24

Return request to
inputter

Request
returned to user

Set Customer record

to active
SYS

No additional
address to be
captured

Additional address
to be captured

ENQ
CUST.ADDRE
SS

Select Customer

Customer Service
Officer

DE.ADDRESS
,ADD2

Capture additional
address of
Customer

Customer Service
Officer

DE.ADDRESS
,ADD2

Authorise
additional address
details

Customer Service
Supervisor

Additional address
captured

External SCAN
Application

Scan documents

Customer Service
Officer

- Maker/Checker required
IM.DOCUMEN
T.IMAGE,CAP
TURE

Attach image

Customer Service
Officer

Repeat for multiple images

Potential Delta
IM.DOCUMEN
T.IMAGE,CAP
TURE

Authorise image
capture

Customer Service
Supervisor

Confirm type of
request

Customer Service
Officer

Product
details agreed

Open
Savings Account

Product
details agreed

Open
Current
Account

Product
details agreed

Open Contract
Based Deposit

Customer Service
Supervisor

TEMENOS Banking Reference Processes

Create Customer Record (Corporate/SME)

Last change: Mar 27, 2011 1:53:22 PM

Type: EPC

Complete KYC
Check

Corporate/SME
Customer to be
created

CUSTOMER,
CORP

Complete
Customer record

Corporate BO
Support

- Set Customer Status to active

- Further Details
- Communication Details
- Other Details
- Relation (Other Fin Relation/Institution)
To be repeated for all other
associated records
CUSTOMER,
NAU

Verify Customer
record
creation/amendm
ent

Corporate BO
Supervisor

Repeat for all records created

Customer record
creation to be
approved

CUSTOMER,
NAU

Approve
Customer record

Customer record
to be updated

Corporate BO
Supervisor

Customer record
approved

T24

Note: The records not approved need not be deleted.

These records can be used later for analysis etc.

Return request to
inputter

Request
returned to user

Set Customer record

to active
SYS

No additional
address to be
captured

Additional address
to be captured

ENQ
CUST.ADDRE
SS

Select Customer

Corporate BO
Support

DE.ADDRESS
,ADD2

Capture additional
address of
Customer

Corporate BO
Support

Potential Delta
DE.ADDRESS
,ADD2

Authorise
additional address
details

Corporate BO
Supervisor

Additional address
captured

External SCAN
Application

Scan documents

Corporate BO
Support

- Maker/Checker required
IM.DOCUMEN
T.IMAGE,CAP
TURE

Attach image

Corporate BO
Support

- Repeat for multiple images

BR_RE_02
IM.DOCUMEN
T.IMAGE,CAP
TURE

Authorise image
capture

Corporate BO
Supervisor

Confirm
product/service
request and
details

Corporate BO
Support

Product/Service type:
- Amount
- Interest Rate
- Currency
- Source of funds (e.g. cash,
account transfer)
- Passbook/Checkbook, ATM Card, Internet Banking

Product details
agreed

Open Current
Account
(Corporate)

Product
details agreed

Open Contract
Based Deposit
(Corporate)

Corporate BO
Supervisor

TEMENOS Banking Reference Processes

Manage Customer Engagements (Corporate/SME)

Last change: Sep 17, 2010 10:36:18 AM

Type: EPC

Corporate/SME
contact
established

Identify Customer
needs

Relationship
Manager...

- Standard Interview Process

- Product/Service /Information request

Receive
documents
for identification

Company
Registration

Declaration of
Beneficial Ownership

Board Resolution

KYC Documents of
Directors and
Authorised...

Completed
Application Form

Authorised
Signatories

Relationship
Manager...

- Company Registration
(for information request only not mandatory)
- Tax identification number (for Business Organisations/ Corporates)
ENQ
CUSTOMER.L
IST

Check if
existing
prospect/Custom
er

Relationship
Manager...

- Name
- Company Registration No.

CUSTOMER,
PROSPECT

Capture
prospect
data

Existing
corporate/SME
banking
Customer

Existing
Corporate/SME
banking prospect

Prospect does
not exist
PW
RET.CORP.C
USTOMER....

ENQ
CUSTOMER.L
IST

Relationship
Manager...

Launch prospect
record

ENQ
CUSTOMER.L
IST

Relationship
Manager...

Launch Customer
record

Relationship
Manager...

Mandatory fields can be defined.

(Version needs to be launched
separately and not out of enquiry)
T24

If required create Prospect

records for associated
entities and directors

Display prospect
record

T24

Display Customer
record

SYS

SYS

Handover
prospect if
required

ENQ
SCV.OPPORT
UNITY

Relationship
Manager...

Identify cross
selling
opportunities

- Check on Account Officer

Relationship
Manager...

- launched as inquiry from

"more actions"
Decide if
background
checks
are required

Prospect data
captured

Confirm type and

details of request

Prospect handed
over

Relationship
Manager...

Background
checks required

Relationship
Manager...

- Product/Service /Information request

- Product/Service details

Specific
product/service
request

ENQ
CUSTOMER.L
IST

Confirm if
background
checks or
updates required

Only information
required

Prepare and
handover required
information

Relationship
Manager...

Relationship
Manager...

- Product Information
- Application Forms
- etc.

ENQ
CRC.TO.DO

ENQ KYC

AML check
required

Perform AML
Check

KYC to be
completed/updat
ed

Complete KYC
Check

Customer record
to be updated

Amend Customer
Details

No
updates/backgro
und checks
required

Agree with
Customer on
product details

Relationship
Manager...

ENQ
COMPLAINT

Launch contact
management

Relationship
Manager...

CR.CONTACT
.LOG,TASK

Create task

Relationship
Manager...

Product/Service type:
- Amount
- Interest Rate
- Currency
- Source of funds (e.g. cash,
account transfer)
- Passbook/Checkbook, ATM Card,
Internet Banking

Product details
agreed

Open Current
Account
(Corporate)

Product
details agreed

Open Contract
Based Deposit
(Corporate)

- Record Information provided

- Capture follow up tasks
- etc.
Contact
management
data captured

TEMENOS Banking Reference Processes

Create Bank Customer

Last change: Sep 17, 2010 10:40:49 AM

Type: EPC

Complete KYC
check

Bank Customer
to be created

Application Form

Receive details on
financial
institution

Relationship
Manager...

Customer record
to be created

CUSTOMER,
CORP

Create Customer
record

Relationship
Manager...

- Set Customer Status to active

- Further Details
- Communication Details
- Other Details
- Relation (Other Fin Relation/Institution)
To be repeated for all other
associated records

DM

Check on mandatory
documents
SYS

- List of compulsory
documents can be configured
CUSTOMER,
CORP

Confirm received
documents

CUSTOMER,
NAU

Verify Customer
record
creation/amendm
ent

Relationship
Manager...

Relationship
Supervisor...

repeat for all records created

Bank Customer
record creation
to be approved

CUSTOMER,
NAU

Approve
Customer record

Bank Customer
record to be
updated

Relationship
Supervisor...

Customer record
approved

T24

Return request to
inputter

Request
returned to user

Set record to active

SYS

No additional
address to be
captured

Additional address
to be captured

ENQ
CUST.ADDRE
SS

Select Customer

Relationship
Manager...

DE.ADDRESS
,ADD3

Capture additional
address of
Customer

Relationship
Manager...

DE.ADDRESS
,ADD3

Authorise
additional address
details

Relationship
Supervisor...

Additional address
captured

External SCAN
Application

Scan documents

Relationship
Manager...

- Maker/Checker required
IM.DOCUMEN
T.IMAGE,CAP
TURE

Attach image

Relationship
Manager...

- repeat for multiple images

Potential Delta
IM.DOCUMEN
T.IMAGE,CAP
TURE

Authorise image
capture

Bank Customer
created

Create Routing
Instructions

Relationship
Supervisor...

Relationship
Supervisor...

TEMENOS Banking Reference Processes

Open Internal Account

Last change: Mar 10, 2009 9:50:22 AM

Type: EPC

Internal account
to be created

Decide particulars
of internal
account to be
created

System
Administrator

Eg: Cash account, Suspense account etc

ACCOUNT,IN
T.AC1

ACCOUNT,A
UTH

Input internal
account
particulars

System
Administrator

Authorise internal
account set up

Data Administrator

Internal account
created

TEMENOS Banking Reference Processes

Open Nostro Account

Last change: Mar 10, 2009 9:23:05 AM

Type: EPC

Nostro account
to be created

AGENCY,INP
UT

Create Routing
Instructions

Check if routing
instructions exist

Relationship
Manager...

Nostro account
to be created

Routing
instructions does
not exist

Routing
instructions exist

Create Routing
Instructions

ACCOUNT,N
OSTRO

Open Nostro
Account

Relationship
Manager...
- Input 'external account number'
with the account number obtained
from the Nostro correspondent Bank

ACCOUNT,A
UTH

AC

Authorise account
opening

Create Nostro
account
SYS

Nostro account
created

Relationship
Supervisor...

TEMENOS Banking Reference Processes

Open Vostro Account

Last change: Mar 10, 2009 8:55:37 AM

Type: EPC

Vostro account
to be created

AGENCY,INP
UT

Create Routing
Instructions

Check if routing
instructions exist

Relationship
Manager...
Vostro account
to be created

Routing
instructions does
not exist

Routing
instructions exist

Create Routing
Instructions

ACCOUNT,V
OSTRO

ACCOUNT,A
UTH

AC

Open Vostro
Account

Relationship
Manager...

Authorise account
opening

Relationship
Supervisor...

Create Vostro
account
SYS

Vostro account
created

TEMENOS Banking Reference Processes

Amend Customer Details

Last change: Sep 17, 2010 4:13:20 PM

Type: EPC

Customer details
to be amended

Amendment Request

Receive request
to amend
Customer details

Additional
address of
Customer to be
added

Address to be
updated

Customer Service
Officer
Relationship
Manager...

Relationship
Manager...
Check if request
is complete & in
order

Customer Service
Officer

all required documents

Request
incomplete & not
in order

Request complete
& in order
Relationship
Manager...
ENQ
CUSTOMER.
DETAILS

Verify Customer
identity

Customer Service
Officer

Relationship
Manager...

- Signature Check
- etc

Customer identity
confirmed

Complete KYC
Check

Manage Customer
Engagements
(Corporate/SME)

Manage Customer
Engagements
(Retail)

Confirm type of
amendment

Instruct customer
to resubmit
request

Customer Service
Officer

Customer
instructed to
resubmit request

Customer identity
not confirmed

Customer Service
Officer
Relationship
Manager...

Customer details
to be amended

Customer record
to be updated

Customer record
to be updated

ENQ
CUST.AMEN
D

Change
Customer details

Select Customer

Customer Service
Officer

ENQ
CUST.ADDRE
SS

Add additional
address

Additional address
to be updated

Select Customer
address

Customer Service
Officer

Relationship
Manager...

CUSTOMER,I
NPUT

CUSTOMER,
CORP

Relationship
Manager...

Relationship
Manager...
Amend Customer
details

Customer Service
Officer

Relationship
Manager...
DE.ADDRESS
,ADD2

Capture additional
address of
Customer

- Customer details

- ADD2 = Print Address

- ADD3 = SWIFT Address

DE.ADDRESS
,ADD3

CUSTOMER,
NAU

Verify changes to
customer record

Customer Service
Supervisor

Customer Service
Officer

Additional address
added/updated

Relationship
Supervisor...

Change to be
approved

Change to be
updated
Relationship
Supervisor...

CUSTOMER,
NAU

T24

Authorise
Customer detail
amendments

Customer Service
Supervisor

Update Customer
record

Relationship
Supervisor...
Return request to
inputter

Request
returned to user

SYS

Move old record to history

Additional
requests to be
completed

Request completed

Relationship
Manager...
Confirm type of
request

Product details
agreed

Open
Current
Account

Customer Service
Officer

Product
details agreed

Open
Savings Account

Product
details agreed

Open Contract
Based Deposit

Customer Service
Supervisor

TEMENOS Banking Reference Processes

Amend Routing Instructions

Last change: Nov 10, 2008 12:32:40 PM

Type: EPC

Routing
Instructions to
be amended

Amendment Request

Receive request
to change routing
instructions

Relationship
Manager...

- approved internal & external request

Check if request
is complete & in
order

Relationship
Manager...

Request
incomplete & not
in order

Request complete
& in order

AGENCY,INP
UT

Create/Amend
routing
instructions

Relationship
Manager...

Settlement Details:
- Arrangements
- Account relationships
- Agents correspondent bankers
for specific currencies
AGENCY,INP
UT

Verify amended
routing
instructions

AC

Authorise routing
instructions

Update routing
instructions
SYS

Routing
instructions
amended

Relationship
Manager...

Requestor
instructed to
resubmit request

Relationship
Supervisor...

Amendment
routing
instructions to be
approved

AGENCY,INP
UT

Instruct requestor
to resubmit
request

Amended routing
instructions to be
updated

Relationship
Supervisor...

Return request to
user

Request returned
to inputer

Relationship
Supervisor...

TEMENOS Banking Reference Processes

Change Customer Status

Last change: Sep 16, 2010 8:20:07 PM

Type: EPC

Customer
accounts closed

Customer
requests to
discontinue
relationship

Relationship
Manager...

Amendment Request

Receive request
to change
Customer status

Customer Service
Officer

- internal or external request

Check if request
is complete & in
order

Customer Service
Officer
Relationship
Manager...

Request in
complete or not
in order

Request complete
& in order

Relationship
Manager...
Instruct customer
to resubmit
request

Customer Service
Officer

Relationship
Manager...
ENQ
CUST.AMEN
D

Select Customer

CUSTOMER,
CORP

CUSTOMER,I
NPUT

Customer Service
Officer

Customer
resubmitted
request

Relationship
Manager...
Amend Customer
details

Customer Service
Officer

- Change customer status

(new status: closed/inactive)

CUSTOMER,
NAU

Verify changed
Customer status

Customer Service
Supervisor
Relationship
Supervisor...

Status change to
be approved

CUSTOMER,
NAU

Authorise/Delete
Customer

Status change to
be amended

Customer Service
Supervisor

Return request to
user

Relationship
Supervisor...

T24

Change Customer
status

Relationship
Supervisor...
Request
returned to user

SYS

Confirm if
communication to
customer to be
discontinued

Customer Service
Supervisor
Relationship
Supervisor...

Communication
to customer to
be discontinued

Customer Service
Supervisor
Relationship
Supervisor...

ENQ
CUST.ADDRE
SS

Select Customer

Repeat for each address

DE.ADDRESS
,ADD2

Set hold output

Customer Service
Supervisor
Relationship
Supervisor...

Customer
communication
put on hold

Customer Service
Supervisor

Communication
to customer to
be continued