Welcome to GKLU money transfer service
Objective: To have proper mechanism in handling customer request for transactions cancelation, refund, re-send thus minimize operational risk and standardize approval of the customer request.
Setting: Upon customer request on the transactions cancelation at the point of sale. Post point of sales, the transactions may have been transit to the Bank Account/Bank Agent/Corridor Agent which require further approval by senior management and verifications process of the fund. The transaction cancelation may be replaced by refund the amount to the customer or resend under new details by customer
| Descriptions | Records | |
|---|---|---|
|
Customer: Approach Teller/Chief Teller/Branch Manager to request for cancelation on the transactions. Upon request customer provide the transactions invoice to the front-liners(Proof) Teller: Check the transaction invoice and verify all the details and information from the customer -Inform Chief Teller/Manager on the cancelation request by customer Chief Teller/Manager: Verify the information and ensure that the transactions has not been authorize and proceed for cancelation Teller: Transaction that has been authorize chief teller/manager, teller has to request refund/resend in the Nexgen System with valid reason and inform head office for cancelation approval Head Quarter: Cancelation of authorize transactions has to be approved by Senior Manager at Head Office Manager: Once the cancelation has been approved, Manager may proceed with refund/resend Manager: Ensure the daily transaction report are match and accurate with the Nexgen system report |
|
