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CBS-1 Deposit & Account Services
Introduction
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In alignment with the Bangko Sentral ng Pilipinas requirements under BSP Circular No. 1203 Series of 2024, financial institutions are required to develop a comprehensive understanding of how critical business services are supported by underlying processes and resources.
The “Map Processes and Resources” stage is a foundational component of operational resilience, ensuring that all elements—people, processes, technology, and third parties—are identified and linked to each sub-critical business service (Sub-CBS).
This enables the bank to understand vulnerabilities, manage interdependencies, and respond effectively to disruptions.
Purpose of the Chapter
The purpose of this chapter is to provide a structured and detailed mapping of all processes and supporting resources for CBS-1 Deposit and Account Services. This mapping enables stakeholders to:
- Identify critical dependencies and single points of failure
- Understand upstream and downstream impacts across business functions
- Support impact tolerance setting and scenario testing
- Ensure compliance with regulatory expectations on resilience and service continuity
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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 |
Application capture, document submission, data entry |
Branch staff, RM, onboarding officers |
Digital onboarding platform, CRM, mobile apps |
eKYC providers, ID verification vendors |
Upstream: Customer channels; Downstream: KYC |
|
1.2 |
Customer Identification and Verification (KYC/CDD) |
Identity validation, screening, risk profiling |
Compliance officers, KYC analysts |
KYC/AML systems, sanctions screening tools |
AML database providers, government registries |
Upstream: Onboarding; Downstream: Approval |
|
1.3 |
Account Approval and Opening |
Approval workflow, account creation |
Operations staff, approvers |
Core Banking System (CBS), workflow engines |
None / outsourced ops support |
Upstream: KYC; Downstream: Funding |
|
1.4 |
Initial Funding and Deposit Booking |
Deposit intake, posting, validation |
Tellers, digital ops staff |
Payment gateway, CBS ledger system |
Payment networks, clearing houses |
Upstream: Account opening; Downstream: Transactions |
|
1.5 |
Product Terms Setup and Account Parameter Maintenance |
Product configuration, parameter updates |
Product managers, IT admins |
Product engine, CBS configuration modules |
IT vendors |
Upstream: Product design; Downstream: Transactions |
|
1.6 |
Deposit Transactions Processing |
Credit/debit processing, posting |
Operations team, system support |
CBS, transaction processing engine |
Payment processors, clearing systems |
Upstream: Channels; Downstream: Reporting |
|
1.7 |
Withdrawal and Funds Access Processing |
Cash withdrawal, transfer execution |
Tellers, ATM ops team |
ATM switch, CBS, mobile banking |
ATM networks (e.g. BancNet), card processors |
Upstream: Account balance; Downstream: Reconciliation |
|
1.8 |
Account Servicing and Customer Maintenance |
Profile updates, account changes |
Customer service, branch staff |
CRM, CBS |
Contact centre providers |
Upstream: Customer requests; Downstream: All CBS |
|
1.9 |
Interest, Fees, and Charges Processing |
Interest calculation, fee application |
Finance, operations staff |
Interest engine, CBS |
None |
Upstream: Account balances; Downstream: Reporting |
|
1.10 |
Statement, Passbook, and Balance Reporting |
Statement generation, balance inquiry |
Operations, IT support |
Reporting systems, data warehouse |
Print/mail vendors |
Upstream: Transaction processing; Downstream: Customer delivery |
|
1.11 |
Digital Account Access and Channel Integration |
Login, authentication, transactions |
Digital banking team, IT security |
Mobile app, internet banking, API gateway |
Cloud providers, fintech partners |
Upstream: Identity systems; Downstream: Transactions |
|
1.12 |
ATM and Card-Based Access Management |
Card issuance, PIN management |
Card ops team |
Card management system, ATM switch |
Card networks (Visa/Mastercard), ATM vendors |
Upstream: Account setup; Downstream: Withdrawals |
|
1.13 |
Account Reconciliation and Exception Handling |
Reconciliation, discrepancy resolution |
Finance, ops reconciliation team |
Reconciliation systems, CBS |
External auditors |
Upstream: Transactions; Downstream: Reporting |
|
1.14 |
Dormancy, Holds, Restrictions, and Account Control Administration |
Dormancy tagging, account restrictions |
Compliance, operations |
CBS controls the module |
None |
Upstream: Account activity; Downstream: Transactions |
|
1.15 |
Fraud Monitoring and Transaction Surveillance |
Fraud detection, alerts, case management |
Fraud analysts, risk team |
Fraud monitoring system, AI analytics |
Fraud intelligence providers |
Upstream: Transactions; Downstream: Incident response |
|
1.16 |
Complaints, Disputes, and Service Recovery |
Complaint logging, dispute resolution |
Customer service, dispute team |
Case management system, CRM |
Ombudsman, external mediation bodies |
Upstream: Customer interaction; Downstream: Reporting |
|
1.17 |
Regulatory Reporting and Compliance Monitoring |
Regulatory report generation, compliance checks |
Compliance officers, reporting team |
Regulatory reporting systems |
Regulators, data providers |
Upstream: All CBS; Downstream: Regulators |
|
1.18 |
Incident Response, Business Continuity, and Recovery |
Incident management, DR activation |
BCM team, IT DR team |
Incident management tools, DR site, backup systems |
DR site providers, telecom providers |
Upstream: All systems; Downstream: Service recovery |
Regulatory Alignment and Operational Resilience Considerations
Under BSP Circular No. 1203 Series of 2024, the following requirements are addressed through this mapping:
- End-to-End Mapping of Critical Business Services
Banks must identify and document all resources supporting critical services, including interconnections and dependencies. - Identification of Critical Dependencies
This table highlights reliance on third parties such as payment networks, cloud providers, and KYC vendors. - Technology and Cyber Resilience Integration
Critical systems (CBS, mobile banking, fraud systems) must have redundancy, monitoring, and recovery capabilities. - Third-Party Risk Management
External providers (e.g., ATM networks, AML databases) must be assessed for resilience and included in continuity planning. - Support for Scenario Testing and Impact Tolerance
The mapping provides the foundation for testing severe but plausible scenarios and defining maximum tolerable disruption levels.
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The mapping of processes and resources for CBS-1 Deposit and Account Services provides a comprehensive view of how Union Bank of the Philippines delivers one of its most critical services.
By clearly identifying the relationships between processes, people, technology, and third-party providers, the bank strengthens its ability to anticipate, withstand, and recover from disruptions.
This structured mapping is not only a regulatory requirement but also a strategic enabler of resilience.
It supports subsequent stages, such as impact-tolerance setting, development of severe but plausible scenarios, and scenario testing—ensuring the bank can maintain service continuity and protect customers even under adverse conditions.
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