Standard Chartered Bank Botswana’s Oaipetla Fantan – Proximity Operations Manager – provides an insight into the bank’s surging appetite of serving digital platforms to enhance convenience for clients.
Discuss Standard Chartered’s digital services
Standard Chartered Bank Digital Bouquet consists of ATM’s, E-Statements, Mobile and Online Banking. We have a suite of Mobile Banking Services, which have been in existence since 2009. The services include Airtime Purchase, Post Paid Service (BPC, BTC, be-MOBILE, Mascom and Orange) and DSTV. We have recently included Prepaid Electricity to the platform. These services are accessed via a USSD menu for our Registered Mobile Banking users by dialling *171*247# followed by a PIN.
How does the bank counter environmental challenges i.e. saving paper?
As stated above we offer e-statement to all our clients. This allows our clients to receive their statements in a timely manner with frequencies ranging from daily, weekly, fortnightly and monthly. In addition we allow the electronic statement to be sent to two email addresses to cater for business accounts. The service comes at no cost however saving our clients’ time and money and in turn saving our environment.
What are your IT solutions to long queues in the banking halls?
Well this is an area that we strive to perfect. From the digital Banking side we have provided Internet points in all our Branches to give our clients access to our Online Banking platform. This allows our clients to perform funds transfer locally and internationally and initiate standing orders and pay bills. The clients also have amazing option to Open Savings account instantly.
What steps have you taken to assure your clients of their safety online?
We always need to differentiate between Online Banking and e-Commerce in order to get our clients comfortable with using our Online Banking platforms. The Banks Online Banking is a secure way for our clients to move funds between their account and to 3rd party beneficiaries. In order to secure the transactions all high risk transactions such as adding beneficiaries 2nd Factor Authentication to ensure that the owner of the account indeed is the initiator of the account. When it comes to e-Commerce transaction we first need to secure the clients card. In order to ensure our clients safety when performing transactions the bank has now rolled out Chip and Pin Cards for all cards. This was only available previously for Credit Cards and we were first to market with this feature. The feature protects our clients from the increased number of skimming incidents occurring while clients are performing a transaction at point of sale terminals and ATM’s.
In addition Standard Chartered Bank Cards provide additional authentication of the card by issuing One Time Pin for each internet purchase, the OTP is sent to the mobile number that is registered with the bank. Standard Chartered Bank continues to ensure we educate our clients with regards to dangers of sharing password via email or Online with our Anti-Fraud Campaigns. This is due to the increased number of attempts to access clients logging detail via email sent supposedly from the bank.“Stay Protected against fraud – Never respond to and emails, phone calls, SMS or and communication that claim to be from Standard Chartered Bank, ask you to confirm your personal login detail. Standard Chartered Bank will never ask you to share security details such as your password, card PIN or Transaction one-time-password.”
Has SCB ever had any of such incidents of cybercrime recorded?
We have seen a steady decrease in the number of cards being skimmed since the introduction Chip and Pin cards. However, we look at the Mobile and Online Banking we have not yet registered a case where a client’s account has been hacked.
UB recently hosted an international conference on internet and cybercrime, how important do you think such conferences are to Botswana?
Initiatives similar to the one held by the University of Botswana are very important as they sensitise individuals and the industry on the dangers of using the net. This is imperative as we are now in a digital era and cannot afford for Botswana to miss a step.