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CBS-1 Deposit & Account Services
Introduction
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Mapping Processes and Resources is a critical step in the Operational Resilience framework as it enables an organisation to understand how its Critical Business Services (CBS) are supported end-to-end.
For Deposit and Account Services (CBS-1), this mapping provides a structured view of the interdependencies among processes, people, technology, and third parties essential to delivering services to customers.
In alignment with BSP Circular No. 1203, Series of 2024, Philippine banks are required to identify and document critical business services and their supporting resources, including internal and external dependencies.
This ensures that institutions can effectively respond to disruptions and maintain service continuity within defined impact tolerances.
Purpose of the Chapter
The purpose of this chapter is to provide a comprehensive mapping of processes and resources supporting CBS-1 Deposit and Account Services for EastWest Banking Corporation. It aims to:
- Identify key operational components (processes, people, systems, vendors)
- Highlight critical dependencies and interconnections
- Support impact tolerance setting, scenario testing, and resilience planning
- Ensure compliance with regulatory expectations under BSP guidelines
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Table P3: Map Processes and Resources for CBS-1
|
Sub-CBF Code |
Sub-CBS |
Processes |
People |
Technology (Applications & Infrastructure) |
Third-Party Vendors |
Upstream / Downstream Dependencies |
|
1.1 |
Customer Onboarding and Account Application |
Customer data capture, application processing, document submission |
Relationship Managers, Branch Staff, Digital Onboarding Team |
CRM systems, onboarding platforms, mobile apps, web portals |
eKYC providers, document verification vendors |
Upstream: Marketing; Downstream: KYC/CDD |
|
1.2 |
Customer Identification and Verification (KYC/CDD) |
Identity verification, AML screening, risk profiling |
Compliance Officers, KYC Analysts |
AML systems, sanctions screening tools, and biometric verification |
Credit bureaus, government ID databases |
Upstream: Onboarding; Downstream: Account Approval |
|
1.3 |
Account Approval and Opening |
Approval workflows, account creation, and account number generation |
Operations, Approval |
Core Banking System (CBS), workflow engines |
None / limited external reliance |
Upstream: KYC; Downstream: Funding |
|
1.4 |
Initial Funding and Deposit Booking |
Deposit processing, cash handling, cheque clearing |
Tellers, Operations Staff |
Core banking, payment systems, and clearing systems |
Clearing houses, correspondent banks |
Upstream: Account Opening; Downstream: Account Maintenance |
|
1.5 |
Product Terms Setup and Account Parameter Maintenance |
Interest setup, product configuration, and account settings |
Product Managers, IT Support |
Product engines, CBS parameter modules |
Software vendors |
Upstream: Account Opening; Downstream: Transactions Processing |
|
1.6 |
Deposit Transactions Processing |
Deposit posting, transaction validation |
Tellers, Digital Banking Ops |
CBS, transaction processing systems |
Payment gateways |
Upstream: Product Setup; Downstream: Reporting |
|
1.7 |
Withdrawal and Funds Access Processing |
Cash withdrawal, ATM transactions, fund transfers |
Tellers, ATM Ops Team |
ATM switch, CBS, card management systems |
ATM networks (e.g., Visa/Mastercard), cash logistics vendors |
Upstream: Account Balance; Downstream: Fraud Monitoring |
|
1.8 |
Account Servicing and Customer Maintenance |
Profile updates, account modifications |
Customer Service, Branch Staff |
CRM, CBS |
None / outsourced call centers |
Upstream: Active Accounts; Downstream: Reporting |
|
1.9 |
Interest, Fees, and Charges Processing |
Interest computation, fee deduction |
Finance, Product |
Interest calculation engine, CBS |
None |
Upstream: Account Activity; Downstream: Statements |
|
1.10 |
Statement, Passbook, and Balance Reporting |
Statement generation, balance inquiries |
Operations, IT Support |
Reporting systems, document generation tools |
Printing vendors, email/SMS providers |
Upstream: Transactions; Downstream: Customer Communication |
|
1.11 |
Digital Account Access and Channel Integration |
Mobile/online banking access, API integration |
Digital Banking Team, IT |
Mobile apps, API gateways, and authentication systems |
Cloud providers, fintech partners |
Upstream: CBS; Downstream: Transactions |
|
1.12 |
ATM and Card-Based Access Management |
Card issuance, ATM servicing |
Card Operations, ATM Maintenance |
Card management systems, ATM networks |
Card processors, ATM vendors |
Upstream: Account Setup; Downstream: Transactions |
|
1.13 |
Account Reconciliation and Exception Handling |
Reconciliation, error resolution |
Finance, Operations |
Reconciliation tools, CBS |
External auditors |
Upstream: Transactions; Downstream: Reporting |
|
1.14 |
Dormancy, Holds, Restrictions, and Account Control Administration |
Account status updates, holds, restrictions |
Compliance, Operations |
CBS controls, monitoring systems |
None |
Upstream: Account Activity; Downstream: Fraud Monitoring |
|
1.15 |
Fraud Monitoring and Transaction Surveillance |
Transaction monitoring, fraud alerts |
Fraud, Risk |
Fraud detection systems, AI analytics |
Fraud analytics vendors |
Upstream: Transactions; Downstream: Incident Response |
|
1.16 |
Complaints, Disputes, and Service Recovery |
Complaint handling, dispute resolution |
Customer Support, Dispute |
Case management systems |
Ombudsman, dispute resolution bodies |
Upstream: Customer Issues; Downstream: Regulatory Reporting |
|
1.17 |
Regulatory Reporting and Compliance Monitoring |
Report generation, compliance checks |
Compliance Officers, Risk |
Regulatory reporting systems |
Regulators, reporting platforms |
Upstream: All CBS processes; Downstream: Regulators |
|
1.18 |
Incident Response, Business Continuity, and Recovery |
Incident detection, DR activation, recovery execution |
BCM Team, IT DR Team, Crisis Management Team |
DR sites, backup systems, and incident management tools |
DR site providers, telecom providers |
Upstream: All CBS components; Downstream: Service Restoration |
Regulatory Alignment and Operational Resilience Considerations
In accordance with BSP Circular No. 1203 Series of 2024, the following requirements are addressed in this mapping:
1. Identification of Critical Resources
Banks must identify the people, processes, technology, and third parties that support critical services.
- Example: Fraud monitoring relies on AI systems + external analytics vendors + fraud analysts
2. Mapping of Interconnections and Interdependencies
Institutions must map how disruptions in one component impact others.
- Example: Failure in the core banking system affects transactions, reporting, and digital channels
3. Third-Party Risk Management
Banks must assess reliance on external vendors.
- Example: ATM networks, cloud providers, and KYC vendors are critical third-party dependencies
4. End-to-End Service Visibility
Mapping must demonstrate full service flow across lifecycle stages.
- Example: From onboarding → KYC → account opening → transactions → reporting
5. Support for Scenario Testing and Impact Tolerance
The mapping enables:
- Identification of single points of failure
- Design of severe but plausible scenarios
- Validation of maximum tolerable disruption levels
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The mapping of processes and resources for CBS-1 Deposit and Account Services provides EastWest Banking Corporation with a holistic view of its operational ecosystem, ensuring that all supporting elements—people, processes, technology, and third parties—are clearly identified and interconnected.
By aligning with BSP Circular No. 1203, this structured mapping strengthens the bank’s ability to anticipate disruptions, manage dependencies, and maintain service continuity.
It also serves as a foundational input for subsequent stages of operational resilience, including impact tolerance setting, scenario testing, and continuous improvement of resilience capabilities.
Ultimately, this mapping enhances the institution’s ability to deliver reliable, secure, and uninterrupted banking services, even under severe but plausible disruption scenarios.
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