Utility Bills Collection Guidelines: Utility Bills Collection Guidelines Webcast

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Utility Bills Collection Guidelines: Utility Bills Collection Guidelines Webcast   HBL LEARNING PLATFORM  How bank works

Transcript

00:00Welcome to the Utility Bill Collection Training, where we will review handling of utility bills

00:07by following the specified guidelines from the State Bank of Pakistan and following

00:13the specific instructions from the HBL.

00:16Through this training, we will talk about how to pay the bill, the ease and convenience

00:22of the customer, and then we will look at HBL's specific instructions and HBPS operations.

00:30Precautionary Guidelines by State Bank of Pakistan

00:34Let's start with the guidelines that the State Bank of Pakistan has stated to provide

00:41efficiency and convenience to the customer in the collection of utility bills.

00:48BM, OM, or MTS should display utility bills in English and Urdu in the branch at the

00:54designated location.

01:01Service status should be displayed at the designated location outside the branch.

01:07Proper seating arrangements, proper shelter, and proper drinking water should be provided.

01:15Older citizens should be provided with facilities, especially by assigning a separate

01:21officer in the branch.

01:25The details of the contact of SBP's policy officers with utility bills should be

01:30indicated at the designated location so that the recipients can be directed to directly

01:36complain to the State Bank regarding utility bills.

01:41State Bank's Reporting and Feedback Guidelines

01:46While maintaining transparency, the State Bank also instructs the operations of the

01:52collection of utility bills to be carried out effectively to ensure that there are no

01:57obstacles.

02:01The queue of bills collected during the month, the budget for time, and the details of the

02:07progress made during the month should be given to the RHQ by the 10th of every month.

02:14The RHQ will report the details to the KPI Monitoring Unit.

02:19The Complaint Resolution Unit, the State Bank of Pakistan, is directly responsible for

02:25collecting monthly reports and including the feedback of the recipients.

02:33To further increase the level of service in each branch or unit, a comment card should

02:39be provided to the recipients for permission.

02:44There will be a pre-paid stamp on the card and it will be addressed directly to the Senior

02:49Manager, CRU.

02:52The operation of collecting utility bills should be checked by the OM or BM.

02:59At the beginning of each day, MISIS automatically retrieves data from utility companies through

03:05HBPS.

03:08Initially, it is included to select the YTS option for the teller during posting.

03:1501 for manual posting and 02 for the use of barcode scanner.

03:21The process of collecting bills

03:24When a customer presents his bill and cash on the counter, the teller carefully examines

03:30the details, making sure that the collected amount is equal to the due amount.

03:39Furthermore, the teller circles the date and due amount of the bill with a red pen and

03:46writes the amount on the bill again with a pen.

03:51In the branches with a barcode reader, the system easily identifies the utility company

03:57and provides the correct amount of payment.

04:01For branches without a barcode, the manual entry option is used by entering the details

04:07such as the utility company code, payment method and customer ID.

04:14After entering the details, MISIS auto-populates the information about the billing, including

04:20the name of the customer, date of order, amount of the bill and status.

04:26Payment through Check or Pay Order

04:30When a teller pays the bill through a local check or pay order, to avoid late fees charges,

04:38the instrument should be presented at least three days before the date of the bill.

04:45If the instrument is presented after this date, then late payment charges should be included

04:50in the check or pay order.

04:55To avoid any misunderstanding or dispute, the teller should be clearly informed during

05:02payment that the instrument realization date is considered the date of payment.

05:13If the teller does not follow the aforementioned guidelines, then the check or pay order should

05:19be returned with dignity.

05:23For the bills collected through the check or pay order, the details of the contact with

05:28the customer should be taken.

05:31In such cases, where the clearing checks are returned, the customer should be informed

05:37immediately through a phone call.

05:41If the telephone number is not available, then it should be informed when the teller

05:45visits the branch.

05:50Correct or Partial Payment Bill

05:54For a partial payment, the system provides permission for a partial payment.

06:04If there is permission, then the teller can make a partial payment.

06:09In another case, an error message will be displayed.

06:14Excess Bill or Additional Bill Handling

06:18If the teller tries to enter more than the bill amount, then the system stops the teller

06:24from entering the additional payment amount.

06:28For over-the-counter, short or excess, enter the correct bill amount and press the F6 button.

06:36In HBL, for confirmation of already paid or duplicate bills, the customer will do KYC.

06:43Also, attach its screenshot with the valid bill and send it to HBPS.

06:56For ETS branches, the above and below parts of the bill are provided with self-printing

07:02system to facilitate bill stamping.

07:07The upper part is immediately returned to the customer.

07:12While the lower part is separated to be sent to the relevant utility company.

07:21Especially for institutions like K Electric and Sui Southern Gas Company,

07:26Stubs and Scrolls are placed in the branch for the purpose of audit with vouchers.

07:34On successful payment, the confirmation message will appear on the MySIS screen.

07:39If the bill has already been paid, then the status that appears will be paid.

07:45In the case of clearing check, where no acknowledgement is given to the customer,

07:49an active method is adopted.

07:52The customer is immediately informed about the clear or recovered check through the telephone

07:59or in the absence of the telephone number, Sarif is informed during the branch visit.

08:07At the end of the day, the teller prepares the scrolls and summary,

08:11from which the utility companies are reconciled.

08:16Cash is totaled with scrolls and stubs.

08:22In the case of any discrepancy, it is corrected through the action of reversal.

08:29After the approval of the branch, OM or MTS,

08:33provides scrolls to Transaction and Employee Banking i.e. TEB.

08:39Where there is no agreement with the CMO of any utility company,

08:44its scroll should be sent to the utility company.

08:49The action of reversal

08:51In the case of transaction error, the teller starts the action of reversal to repeat the correct transaction.

09:00Following the guidelines of the Service Standards and State Bank of Pakistan,

09:06without denying the basis of branches, network or system issues,

09:11utility bills provided during the banking period are prohibited.

09:18In such a case, the branches should receive cash payment.

09:23In addition, on the copy of the utility bill of the branch,

09:27the cash receipt or cash transfer stamp should be stamped.

09:33On this sealed bill, both the teller and the supervisor are signed.

09:39In such cases where the system is not signed before the end of the day,

09:45the teller prepares a summary sheet of the remaining bills,

09:49which includes important details such as the name of the teller,

09:53branch, date, quality of the bill, amount and customer number.

10:02This summary sheet is authorized by the Operations Manager or Branch Manager.

10:10After this, the Operations Manager coordinates with the Regional Head Branch Operations for posting in the system.

10:18To make this process easier, the branch's teller transfers the utility bill stubs

10:24with the summary sheet to the nearby HBL branch.

10:29Here, the branch carefully posts in the system using its IDs.

10:36This coordination between the branches increases operational efficiency

10:41and maintains the service of collecting the utility bill.

10:46For the best performance in the collection of utility bills,

10:51it is important to maintain the highest standards of your determination,

10:56customer service and regulatory compliance.

10:59We appreciate your dedication and are waiting for your generous support

11:05in the operation of HBL utility bills without any obstacles.

11:09Thank you. Allah Hafiz.

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