Product overview

Financial institutions and ATM Network Operators today rely on manual processes for the handling of their ATM reconciliation and dispute management. Interpretive analysis is usually applied by the ATM reconciliation team with the support of technical staff.  Manual intervention increases the likelihood of mistakes, results in unnecessary risk and leads to the unnecessary service outage of ATMs and delays which lead to customer dissatisfaction.

Whilst substantial progress has been made in ATM operation and transaction processing with monitoring tools, switches and specialized functionality in banking and cards systems, the issues related with ATM replenishment and reconciliation have generally been addressed through the provision of disparate reports and paper journals that make investigation difficult, time consuming and slow. Lack of information at the ATM level is the route cause of current ineffective processes.

RRDM for ATMs has been developed to satisfy a growing need for managing and improving ATM operations by consolidating information, and through the automation of tasks that were traditionally undertaken manually, redressing the many issues faced by banking professionals required to work with disparate systems.

RRDM for ATMs transforms the ATMs operation and management.

Benefits

  • Efficient reconciliation of both ATM internal balances as well as against the General Ledger.
  • Quick, accurate and efficient issue handling improving customer service and reducing customer disputes.
  • Big time savings for personnel manual effort in respect of error identification and actions to be taken.
  • Cash utilization improvement.
  • Monitoring of employee performance with regard to efficiency and effectiveness of ATM management.
  • Dispute Management system with data readily available at branch level for addressing disputes in the customer’s presence or centrally, improving customer service and Bank image.
  • Daily and MIS reporting which includes ATM profitability and personnel performance.
  • Comprehensive audit reporting.
Before After
Issue RRDM Solution
ATM Issue Identification Manual searching through the paper journal to identify issues. Automatic identification of the issues and presentation of these to the user for handling.
ATM Reconciliation Manually using calculators and spreadsheets.
  • Automated reconciliation, presenting recommendations for issue resolution.
General Ledger Reconciliation Manual comparison of ATM journal against ledger to identify differences.
  • Option to set the system to automatically handle some issues.
Actions Depend on expert judgment of the operator. Suggested by the system based on the Bank’s policies, allowing for handling uniformity and reducing risk of fraud.
Cash Utilization Depend on expert judgment of the operator (if bank doesn’t have a specialized system). Suggested by the system based on statistics and periodic behavior.
Identification of ATM or Host Bugs
  • Depend on expert judgment isolated reporting of issues to specialists.
  • Prompt automatic identification of ATM and Host general erroneous posting of transactions at Host as a result of a bug in programs.
Disputes
  • Customer register a complain, usually kept manually.
  • Manual handling of disputes to collect necessary information to address them.
  • Proactive handling of disputes through identification at the reconciliation phase.
  • Recording of the dispute and attaching on it the relevant information from both the ATM and the General Ledger, as well as RRDM historical records to allow for quick investigation.
  • Performance monitoring of the speed of resolution of disputes through Management Reporting.
Customer Transaction Video Clips Manual searching through branch security camera footage. Direct interface with the branch security system files and automatic obtains video clips associated with disputes.
Daily and MIS Reporting Little or no management reporting. Extensive reporting, including audit trail, open incidents, actions taken, ATMs’ profitability, employee performance, etc.
Audit trail Manual or electronic records and actions are kept at different locations. Each record or any action by any person, entity or customer is readily available online.