1. RBAP G-Cash Services Training CONTINGENCY PLAN Rural Bankers Association of the Philippines & Microenterprise Access to Banking Services

2. RBAP Confidential and Proprietary 2 Introduction While electronic banking like the G-Cash services at RBAP is cost effective and efficient, it requires appropriate procedures and contingency plan to manage risk and potential loss of data. This module addresses appropriate e-Banking procedures and contingency plans. Succeeding slides will discuss how to handle potential problems that the bank and clients may encounter while using G-Cash services.

3. RBAP Confidential and Proprietary 3 Scenarios and Problem Management Client’s perspective Bank’s perspective Continuity of the business Disaster Recovery

4. RBAP Confidential and Proprietary 4 CLIENT’S PERSPECTIVE ACTION: 1) The borrower/client should check his/her G-Cash balance first to determine whether the transaction was completed by inquiring the last completed transaction: Problem: Customer did not receive the Text Payment Confirmation Message from Globe Menu-Driven Go to Globe Services (Globe Svcs+) Go to myFavorites>G-Cash>Last Txn

5. RBAP Confidential and Proprietary 5 2) Take note of the Date and Time from the last transaction inquiry. 3) If found to be completed, borrower/client should report the incident to the account officer (AO) or call the bank cashier to check whether the bank has received a confirmation message. 4) If the bank receives the confirmation message, the client should take note of the trace number/reference from the bank. 5) If the bank did not receive the confirmation message, the client should call 2882 from his/her cellphone (metro manila landline 739- 2882 or toll-free 1800-8-2882882) and inquire where the payment was made. Please provide Customer Service Representative with date, time and amount. 6) The borrower/client should visit the bank and fill up an incident report Problem: Customer did not receive the Text Payment Confirmation Message from Globe CLIENT’S PERSPECTIVE

6. RBAP Confidential and Proprietary 6 ACTION: The client should notify the bank The bank informs the client to follow the normal (usual) payment/deposit procedure Problem: No Signal in the client’s place CLIENT’S PERSPECTIVE

7. RBAP Confidential and Proprietary 7 ACTION: Refer to Globe when discrepancies were noted: The client can use his/her cellphone to call 2882 for customer service Metro Manila landline 739-2882 Toll-free from any globe line: 1800-8-2882882 Problem: Complaints regarding G-Cash balance CLIENT’S PERSPECTIVE

8. RBAP Confidential and Proprietary 8 Problem: Client’s cellphone was stolen ACTION: Call Globe Customer Service to suspend service (this will prevent other from accessing and using the client’s G-Cash account): The client can use other’s cellphone (with Globe and TM SIM) to call 2882 for G-Cash customer service Metro Manila landline 739-2882 Toll-free from any globe line: 1800-8-2882882 When the client’s new SIM and cellphone are available, Client must Register his/her new SIM to G-Cash The client must call customer service again for the transfer of G-Cash Balance to the new SIM CLIENT’S PERSPECTIVE

9. RBAP Confidential and Proprietary 9 BANK’S PERSPECTIVE ACTION: The bank should verify the discrepancies and identify which individual borrowers were affected. Determine whether the discrepancy was in-house or with Globe. Report to Globe (through customer service) if the discrepancy was on the side of Globe otherwise, initiate adjustments to the Bank’s internal ledgers and records to rectify the discrepancies. Problem: Balance on the Globe G-Cash Daily Transaction Report does not match with the Bank’s Daily Transaction Logsheet

10. RBAP Confidential and Proprietary 10 ACTION: 1) The branch should perform the Last Transaction Inquiry to verify if the transaction has been successfully completed: Problem: The Bank/Branch did not receive the confirmation message for Fund Transfer from branch to head office Menu-Driven Go to Globe Services (Globe Svcs+) Go to myFavorites>G-Cash> Last Txn BANK’S PERSPECTIVE

11. RBAP Confidential and Proprietary 11 ACTION: 2) If the transaction is completed, Call Customer Service: Bank to call 2882 Metro Manila landline 739-2882 Toll-free from any globe line: 1800-8-2882882 Please provide Customer Service Representative with date, time and amount. 3) Accomplish Incident Report Problem: Bank/Branch did not receive the confirmation message for Fund Transfer from branch to head office BANK’S PERSPECTIVE

12. RBAP Confidential and Proprietary 12 ACTION: The bank should call Globe Telecom to report the problem and inquire as to when the signal shall be restored The bank should refer to the transaction report from Globe on the following day to record transactions received during downtime. Problem: No signal at bank site BANK’S PERSPECTIVE

13. RBAP Confidential and Proprietary 13 ACTION: The bank should provide service unit while the official mobile phone is being repaired The bank should see to it that the service mobile phone shall be adequately protected by a security (PIN) code which is maintained by the Cashier/Branch Manager. In the event the SIM card is lost/defective, the bank should immediately notify Globe and purchase a new SIM. Problem: The bank’s authorized g-cash mobile phone is defective BANK’S PERSPECTIVE

14. RBAP Confidential and Proprietary 14 Problem: Bank’s cellphone was stolen ACTION: Call Globe Customer Service to suspend service (this will prevent other from accessing and using the bank’s G-Cash account): The bank can use other’s cellphone to call 2882 for G- Cash customer service Metro Manila landline 739-2882 Toll-free from any globe line: 1800-8-2882882 The bank must send a written request to GXI (signed by the authorized bank officers) stating the following: Description of the incident Request for a Replacement of New SIM Request for a transfer of G-Cash Balance to the new SIM BANK’S PERSPECTIVE

15. RBAP Confidential and Proprietary 15 CONTINUITY OF BUSINESS Disruptions (temporary or permanent) will unable the bank to use the G-Cash services Globe Telecom. When the Telecom network is not available for some reasons, Bank personnel shall proceed to the manual procedures in collecting payments and deposits and issuance of official receipt to the clients/borrowers. (See the bank’s manual collection procedures for more details). The manual deposit/collection activities will be in effect until the Telecoms network connection problem resolves

16. RBAP Confidential and Proprietary 16 DISASTER RECOVERY The General Business Continuity Plan of the bank handles most of the disaster and recovery procedures. The procedures include, but not limited to, providing on-site and off-site backup, saving priority files and records, and etc. For the electronic transaction records, the telecom companies have retained electronic copies hence, in the event of disaster or even minor data loss, authorized bank officers (listed in the secretary’s certificate submitted to GXI) can request for copies of these transactions.

17. RBAP Confidential and Proprietary 17 THANK YOU!