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