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CBS-1 Retail Deposit & Account Services
Introduction
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In alignment with the operational resilience requirements set out in BSP Circular No. 1203, Series of 2024, financial institutions, such as the Philippine National Bank (PNB), are required to develop a comprehensive understanding of how critical business services are delivered.
A key component of this requirement is the mapping of processes and resources, which provides end-to-end visibility of the operational ecosystem supporting each critical business service.
For CBS-1 Retail Deposit and Account Services, this mapping identifies the interdependencies between processes, people, technology, and third parties.
It ensures that PNB can proactively identify vulnerabilities, assess potential points of failure, and implement resilience measures to maintain service continuity in the face of severe but plausible disruptions.
Purpose of the Chapter
The purpose of this chapter is to provide a structured, detailed mapping of all processes and supporting resources for each Sub-CBS within Retail Deposit and Account Services. This enables stakeholders to:
- Understand the end-to-end delivery chain of retail banking services
- Identify critical dependencies and single points of failure
- Support impact tolerance setting and scenario testing
- Demonstrate compliance with regulatory expectations under BSP Circular 1203
- Strengthen the bank’s ability to respond, recover, and continue operations during disruptions
![Banner [Table] [OR] [E3] Map Processes and Resources](https://no-cache.hubspot.com/cta/default/3893111/5af5497a-aa7f-41e4-b5ed-c9da8601d4ef.png)
Table P3: Map Processes and Resources for CBS-1
|
Sub-CBS Code |
Sub-CBS |
Processes |
People |
Technology (Applications & Infrastructure) |
Third-Party Vendors |
Upstream / Downstream Dependencies |
|
1.1 |
Customer Onboarding and Account Application |
Customer data capture, document submission, and application validation |
Branch staff, Relationship Managers, Customer Service Officers |
CRM systems, onboarding platforms, and document management systems |
ID verification vendors, digital onboarding providers |
Upstream: Customer initiation; Downstream: KYC/CDD |
|
1.2 |
Customer Identification and Verification (KYC/CDD) |
Identity verification, sanctions screening, risk profiling |
Compliance officers, KYC analysts |
AML systems, sanctions screening tools, and biometric verification systems |
External KYC utilities, government ID databases |
Upstream: Onboarding; Downstream: Account approval |
|
1.3 |
Account Approval and Opening |
Credit/risk approval, account creation, and account number generation |
Operations staff, Risk officers |
Core banking system (CBS), workflow engines |
None / Credit bureaus (if applicable) |
Upstream: KYC; Downstream: Funding |
|
1.4 |
Initial Funding and Deposit Booking |
Cash/ cheque deposit, account activation, transaction posting |
Tellers, Branch operations staff |
Core banking system, teller systems, payment gateways |
Payment processors, clearing houses |
Upstream: Account opening; Downstream: Account maintenance |
|
1.5 |
Product Terms Setup and Account Parameter Maintenance |
Interest rate setup, fee configuration, and account rules maintenance |
Product managers, Operations teams |
Product configuration modules, CBS parameter systems |
None |
Upstream: Account opening; Downstream: Transactions processing |
|
1.6 |
Deposit Transactions Processing |
Cash deposits, cheque clearing, fund transfers, and posting entries |
Tellers, Operations staff |
Core banking system, clearing systems, payment switch |
Clearing networks, interbank networks |
Upstream: Account setup; Downstream: Reconciliation |
|
1.7 |
Withdrawal and Funds Access Processing |
Cash withdrawals, ATM transactions, online transfers |
Tellers, ATM support teams |
ATM network, digital banking platforms, CBS |
ATM service providers, card networks (Visa/ Mastercard) |
Upstream: Account balance; Downstream: Fraud monitoring |
|
1.8 |
Account Servicing and Customer Maintenance |
Address updates, account modifications, customer inquiries |
Customer service officers, call centre agents |
CRM systems, customer service platforms |
Call centre outsourcing providers |
Upstream: Active accounts; Downstream: Reporting |
|
1.9 |
Interest, Fees, and Charges Processing |
Interest calculation, fee application, periodic charges |
Finance team, Product teams |
Interest calculation engines, CBS batch processing |
None |
Upstream: Account balances; Downstream: Reporting |
|
1.10 |
Statement, Passbook, and Balance Reporting |
Statement generation, passbook updates, and balance inquiries |
Operations staff, Customer service teams |
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 integrations, authentication |
IT support, Digital banking teams |
Mobile apps, internet banking, API gateways, IAM systems |
Fintech partners, cloud providers |
Upstream: Account database; Downstream: Transactions |
|
1.12 |
Reconciliation and Exception Management |
Transaction matching, error handling, suspense account resolution |
Finance team, Operations staff |
Reconciliation systems, CBS, and exception management tools |
Clearing houses, payment networks |
Upstream: Transactions; Downstream: Regulatory reporting |
|
1.13 |
Fraud Detection and Transaction Monitoring |
Fraud detection, alert generation, and investigation |
Fraud analysts, Risk teams |
Fraud monitoring systems, AI/ ML engines |
Fraud detection vendors, analytics providers |
Upstream: Transactions; Downstream: Incident response |
|
1.14 |
Regulatory Reporting and Compliance Monitoring |
Report generation, compliance checks, and audit reporting |
Compliance officers, Risk teams |
Regulatory reporting systems, data warehouses |
Regulators, reporting platforms |
Upstream: All processes; Downstream: Regulators |
|
1.15 |
Incident Response, Business Continuity, and Recovery |
Incident detection, crisis management, recovery execution |
BCM team, IT DR teams, Senior management |
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
Under BSP Circular 1203, Philippine banks must:
- Identify and map critical business services and their dependencies
→ Demonstrated through mapping of processes, people, technology, and third parties - Ensure end-to-end visibility of interconnections and interdependencies
→ Reflected in upstream/downstream dependencies across Sub-CBS - Strengthen third-party risk management
→ Inclusion of vendors such as payment networks, cloud providers, and KYC utilities - Support scenario testing and impact tolerance setting
→ This mapping provides foundational data for subsequent resilience activities - Maintain recovery capabilities and continuity plans
→ Sub-CBS 1.15 explicitly aligns with business continuity and disaster recovery expectations
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The mapping of processes and resources for CBS-1 Retail Deposit and Account Services provides the Philippine National Bank with a comprehensive and structured view of how this critical service is delivered.
By identifying the intricate relationships between operational processes, human resources, enabling technologies, and third-party providers, the bank establishes a strong foundation for operational resilience.
This level of visibility is essential not only for regulatory compliance with BSP Circular 1203 but also for enabling proactive risk management, effective incident response, and sustained service delivery during disruptions.
As PNB progresses to subsequent stages—such as impact tolerance setting and scenario testing—this mapping serves as a critical reference point for building a resilient and adaptive banking operation.
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