POLO0088656
POL00088656
Debt & Losses Reduction
FSC Process Flows
e@®.@6
POLO0088656
POL00088656
Table of Contents
1 Teams.
11 Personal Banking, Cash & Bureau.
1.1.1 Online Banking — LINK.
1.1.2 Personal Banking Santander- Branch Query....
1.1.3 Personal Banking Santander- Santander Query...
1.1.4 Personal Banking Manual
12. Cash & Bureau:
1.2.1 Bulkcash...
1.2.2 RMSD..
1.3 Santander Transcash — High Level pre Dynamics...
1.4 Camelot, Debits Cards & ATM Team.
1.4.1 Camelot Auto TC Process Prize Payments.
1.4.2 Camelot - Others Process Flow...
1.4.3 Camelot Dynamics Process — General Branch Enquiries via Call Centre.
1.4.4 Debit Cards High Level Process Flow.
1.4.5 Debit Cards - Dynamics Process...
1.4.6 ATM High Level Process Flow.
1.4.7. ATM Branch Enquiry Form Process Flow.
1.4.8 ATM Retracts High Level Process Flow...
1.4.9 First Rate Travel Money Card (TMC).
1.4.10 Travellers Cheques Process Flows.
1.5 Cheques & Moneygram Team:
1.5.1 Bulk Cheques.
POLO0088656
POL00088656
1.5.2 Missing Cheques.....
1.5.3 Unpaid Cheques.....
1.5.4 Moneygram High Level Process....
1.5.5 Moneygram Open Items — Send or Receive.
1.6 AP Clients Enquiries...
1.6.1 General Client Enquiries (BAU).
1.6.2 Passports — Gov Services?....
1.6.3 Paystation..........
1.6.4 Pre Order Foreign Currencies...
1.6.5 Pre-Order.....
1.6.6 Online Order...
1.6.7 Click and Collect.
1.6.8 TMC & Currency..
1.6.9 Government Services....
1.6.10
17 — Stock & Mails...
17.1 Stock & Mails.
1.7.2 Obsolete Stock...
1.8 Postal Orders, Drop & Go.
1.8.1 Drop & Go daily process...
1.8.2 Drop & Go Enquiry Process......
1.8.3 Postal Orders...
1.8.4 Post Orders AP Reversals...
1.8.5 Postal Orders Daily Barclays File...
1.8.6 Postal Orders Email Enquiries...
1.8.7
1.8.8
1.9 Agents Debt.....
1.9.1
1.9.2
1.9.3
1.9.4
1.9.5
1.10
1.11
1.12
1.13
.1 Appendix 1 - Issuing of TCs — e2e daily process — Process Flow.
.2 Appendix 2 - TC - Month End Procedures — Process Flow...
.3 Appendix 3 - Issuing TC: 1) Enter Outgoing Invoices, II) Auto upload— Process Flow....
-4 Appendix 4 - Ageing of TC’s....
-5 Appendix 5 — POLSAP to CFS Account Mapping Table...
POLO0088656
POL00088656
Postal Orders Letters Enquiries.
Postal Orders ‘122’ Errors...
Current Agents Debt.
Former Agents Debt.
Disputed Balance.
Agent Surplus........
Loan to POL.....
Burglaries.
Suspense...
Emergency Suspense.
Appendices.
POLO0088656
POL00088656
1 Teams
®
1.1 Personal Banking, Cash & Bureau
Background- Personal Banking
Receive and log bank enquiries on dynamics to resolve customer enquiries regarding cash and cheque deposits. Depending on the result, Transaction corrections are
occasionally issued to either debit the office or credit the bank (via settlement email) or vice versa.
Link
Card transactions processed in branch may result in a miskey. The Branch report the loss to NBSC who send an enquiry form to the Team to process an enquiry. If the
miskey fits into the criteria for investigation, the bank is notified and we wait for a response. If the bank are successful in retrieving the money, they notify the Team
who then inform Cashiers the money is expected and issue a TC to branch when confirmation comes though.
If the Bank is unsuccessful in retrieving the funds, the Branch stand the loss.
Santander
Card transactions processed in branch may result in a miskey. The Branch report the loss to NBSC who send an enquiry form to the Team to process an enquiry. If the
miskey fits into the criteria for investigation, the bank is notified and we wait for a response. If the bank are successful in retrieving the money, they notify the Team
who then complete the transaction on settlements and issue a TC to Branch.
If the Bank is unsuccessful in retrieving the funds, the Branch stand the loss.
Cash and Bureau
Work on GL open items, investigating the reason for an open item remaining in the GL.
Cash in Pouches and Cash in Transit, also Bureau in pouches and Bureau in Transit — Working with the Cash Centre to issue TC’s on their behalf for missing pouches,
rejected pouches and pouches which are stuck following failure of the scanning card.
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Sarah Parkes
POLO0088656
POL00088656
‘TC - PERSONAL BANKING
==)
ae
CREDENCE
Team kot cases Hin eral Baking
Seetement edo I
‘howe (UPor OP
dey rate of
cematiur/ or) ro I
3
2
Z
wet FC Team
Cos
Dynamics
raess P/O in
Settlement Team
POLO0088656
POL00088656
Activity - Personal Banking
(Chronological steps in the process:
1. Incoming General inquiry — fax / e-mail (Personal Banking Admin)
Ensure all emails are processed in Dynamics on a daily basis. If enquiry originates from a Partner Bank, create a case in dynamics.
SLA turnaround time is 12 days excluding weekends and bank holidays (Personal Banking Admin)
2.5x Personal Banking Admin Team who process enquiries working oldest to newest.
Identify nature of query (Personal Banking Admin)
Confirm transaction in CREDENCE system (today optional but make mandatory) (Personal Banking Admin)
Identify “session number” (Transaction number) in CREDENCE (Personal Banking Admin)
Send correct information to the bank to complete underpayment or permission for overpayment. If required issue TC to Branch
Fill in Personal Banking Settlement Breakdown sheet (UP or OP) (Personal Banking Admin)
10. Send (e-mail) “Settlement team for processing in POLSAP (Personal Banking Admin)
11. If a TC is required (very few) POSTMASTER checks HORIZON for new TC (Branch)
12. POSTMASTER accepts or rejects TC (Branch). Appeal process is in place.
13. POSTMASTER sign off end of month Trading statement (Roll over) (Branch)
14. POSTMASTER roll over in HORIZON (system prevents roll over if any pending TC’s) (Branch)
15. End
we MONAWAWHN
Please note that IPSL is now Parseq, having moved in September 2018. Cheque deposit enquiries, they forgot to put In a process so we have an
Interim process where we send BCV request to the Project (Simon Woods) and he sends onto Barclays to process, there is no SLA for them to come
back to us.
Risk & Control Personal Banking
POLO0088656
POL00088656
Control(s): TC15.01
Risk: Personal banking queries are not investigated in a timely manner, resulting in SLA being missed (12 days - excluding weekends and bank holidays)
Control objective: To ensure timely monitoring and investigation of open items
Frequency: Daily
Control owner: FSC Team Leader (Sarah Parkes)
Control description: A "New Bank enquiry" spreadsheet is maintained on SharePoint with the status of all open queries. A daily review is performed to identify aged items on the
list and these are flagged for further investigation as a priority, ensuring the 12 day (excluding weekends and bank holidays) SLA deadline is met in all cases.
Control(s): TC15.02
Risk: Customer fraudulently queries a banking transaction resulting in incorrect transaction correction
Control objective: To ensure open enquiries are investigated prior to transaction correction being processed
Frequency: Daily
Control owner: FSC Operations Manager (Sarah Parkes)
Control description: On a daily basis the personal banking team allocate queries amongst team and run a credence report for all new open enquiries, in order to confirm transactionI
occurred. The results of investigation are recorded in "New Bank enquiry" spreadsheet to evidence review process.
Control(s): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by the Admin
team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any unreconciled/unexplained items
with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded to the FSC Operations Manager for final
review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and sends/signs as evidence of final approval. The
reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on Sharepoint.”
E controve: C4.9.a.5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to PostOffice.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main objective is to
prevent wherever possible any open item(s) falling into an aged (>3 months) category.
The respective Team Managers explains the analysis for their product area at the weekly Team Operational meeting. Open items are prioritised by highest value, date and/or other
steer from Management.
Agreed actions are followed up with respective FSC Team Managers.
POLO0088656
POL00088656
POLO0088656
POL00088656
10
POLO0088656
POL00088656
1.1.1 Online Banking — LINK
Activity - Online Banking
11
POLO0088656
POL00088656
(Chronological steps in the process:
1. Debit Card holder does either a cash deposit / (cheque deposit is dealt with Cheque team) or cash withdrawal in a branch, (Branch)
Branch (attempts) to enter transaction into HORIZON (either cash route or Cheque), (Branch)
Branch prints authorization receipts from HORIZON and gives this to the customer, (Branch)
Branch log mistake/transaction with NBSC (Network Business Support Centre), (NBSC)
NBSC (help line for Postmaster - part of POL) send to e-mail box “Linkenqueries
error, (NBSC) °
Check and verifies information on Mis-key form in TESQA system (shows all transactions made by card in a Branch), (Personal Banking Team)
7. Determine error and amend the mis-key form where applicable, (Personal Banking Team)
8. Log case in “Link Mis-key yyyy” spreadsheet (SharePoint and restricted to team access), this log contains all enquires coming from various sources, (Personal
Banking Team)
9. E-mail mis-key form from “Linkenqueries: box to Bank (whichever was involved in the transaction) advising as per electronic copy of mis-key formI
(stored in restricted SharePoint) (no confir d back from Bank source), (Personal Banking Team)
10. Receive advise from POL Treasury that they have received amount with reference number, (Personal Banking Team)
11. Check reference number and identify Open Case, (Personal Banking Team)
12. Issue TC in POLSAP — gives TC reference number — Vendor account, (Personal Banking Team)
13. Update “Link Mis-key yyyy” spreadsheet with TC reference number and date, (Personal Banking Team)
14. Branch accepts TC in HORIZON, (Branch)
15. Transaction error clears in POLSAP
16. End
WaAwn
estricted access) a “Mis-key” form detailing the nature of the
12
POLO0088656
POL00088656
x )
Control(s): TC13.01
Risk: Miskey's in relation to branch withdrawal or deposit are not investigated in a timely manner
Control objective: Monitor errors and ensure timely review
Frequency: As required
Control owner: FSC Team Manager (Sarah Parkes)
Control description: A "Link Mis-key yyyy" spreadsheet is maintained on SharePoint with the status of all open queries. This is updated as open items are worked on. A weekly
review is performed to identify aged items on the list that require expediting / follow up.
Control(s): TC13.02
Risk: Miskey's in relation to branch withdrawal or deposit are not agreed with third party prior to correction, resulting in subsequent variances
Control objective: To ensure transaction corrections are confirmed with third party prior to processing
Frequency: As required
Control owner: FSC Team Manager (Sarah Parkes)
Control description: When a miskey resolution is concluded, a Miskey Form (MF) is sent to the relevant bank for them to investigate and resolve. Prior to issuing a TC, fund receipts
from relevant bank are compared to MF details (stored in SharePoint file). SharePoint file is updated to record the tie through.
B controus 4.9.4.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by the Admin
team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any unreconciled/unexplained items
with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded to the FSC Operations Manager for final
review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and sends/signs as evidence of final approval. The
reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on SharePoint.”
E contro C4.9.a.5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to Post Office.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main objective is to
prevent wherever possible any open item(s) falling into an aged (>3 months) category.
The respective Team Managers explains the analysis for their product area at the weekly Team Operational meeting. Open items are prioritised by highest value, date and/or other
steer from Management.
Agreed actions are followed up with respective FSC Team Managers.
The FSC Operations Manager signs and dates the analysis and minutes from meeting with any other supporting documentation and retain as evidence.”
13
Link Enquiry Process — Branch Enquiry Customer
POLO0088656
POLO0088656
Error Agreed
Receive non
Santander miskey
‘error enquity form
hare cis: Notify cashier team
undertaken,
Contact Customer
Cashier Team
Notify FSC of
reference number
and amount
Receive notification
‘faction from Fl
Save enquiry details
Log receipt of, Check transaction in folder on
miskey form details in TES SharePoint (per
bank)
Log reference
number and
amount
Log outcome of case
Populate non-
Santander tiskey
error enquiry form
to send via email to
bank
Advise office to
make good shortage
Generate TC
Add TxniD and
PAN to NBSC
captured data
NBSC advisor
completes miskey
form and sends via
email
POLO0088656
POL00088656
nk Enquiry Process — POCA Enquiry
Receive enquiry
details and follow Resolved?
up with customer
Create Word
document including,
Save document in
o Details recorded in EMeho Investigate enquiry details, TES Sonia Email enquiry
a spreadsheet Rransaedont transaction in TES screenshot, oinek details to HP
handles Credence ee Officetvame_FAD_D
Credence AS Gt
screenshot
g Enquiry sentin
2 standard form
=
a Enquiry sentin
= standard form
(S)
15
Link Enquiry Process — Fl Originated
POLO0088656
POL00088656
= eceive details and
Email sent from Fl
with enquiry details
in body
Document narrative
and supporting
evidence and reply
inbody to original
: Compile narative
Enquiry details i email
yy logged in Check transaction Check transaction shah Was ne onan
2 : rom TES and enquiry in an email or
spreadsheet on detais in Credence details in TES r b
SharePoint Sees aan fou Document narrative
toFl
with attachment of
‘amended form
and supporting
evidence and reply
0 original email
%
Misskey process.paf
(This may have been updated but unable to obtain or find out if a newer copy exists via Greg Lewis)
16
POLO0088656
POL00088656
1.1.2 Personal Banking Santander- Branch Query
Settlement
team
17
POLO0088656
POL00088656
Activity - Santander Online Banking — part1
\Chronological steps in the process:
Part 1 covers an error done in Branch and where Branch contacts Network Support centre regarding own mistake (mis key):
1. ASantander Customer does either a cash deposit or cash withdrawal in a PostOffice branch (Customer)
Branch enters transaction into HORIZON (Branch)
Branch issues receipts (generated via HORIZON) (Branch)
Mistake made in Branch? (Branch)
Branch log mistake/transaction with NBSC (Network Business Support Centre) (Branch)
NBSC send to “network Banking mail” (restricted access) box a “Mis-key” form detailing the nature of the error (NBSC)
Check and verifies information on Mis-key form in TESQA system (shows all transactions made by card in a Branch), (Agent Accounting & Santander banking)
Determine error and amend the mis-key form where applicable and add the PAN (cust. long card number — only visible in TESQA system) + the action required by Santander, (Agent Accounting &
Santander banking)
9. Log case in “Santander NWB enquiries” spreadsheet (SharePoint and restricted to team access), (Agent Accounting & Santander banking)
10. E-mail mis-key form from “network Banking mail” box to Santander advising as per electronic copy of mis-key form (stored in restricted SharePoint), (Agent Accounting & Santander banking)
11. Receive Confirmation e-mail from Santander of adjusted mis-keys, (Agent Accounting & Santander banking)
12. Retrieve the hard copies of mis-key for cases being adjusted as per Santander e-mail, and verify the action required on the hardcopy with the adjustment advise as per Santander e-mail, (Agent
Accounting & Santander banking)
13. Adjust the “Santander NWB enquiries” log with the adjustment amount and settlement date (always today + 1 business day), (Agent Accounting & Santander banking)
14. Bring hardcopies of mis-key forms for cases above to the Settlement team, (Agent Accounting & Santander banking)
15. Settlement team adjust the Santander settlement and e-mail Santander with overall Settlement -/+ any adjustments as per above and CC in Shaun., (Settlement team)
16. Checks that e-mail from Settlement team to Santander includes all transaction as per requested (‘Santander NWB enquiries” log vs. Settlement teams spreadsheet “Network Banking Adjustment
Schedule”, (Agent Accounting & Santander banking)
17. Check POLSAP if discrepancy has been declared (Branch should declare discrepancy), (Agent Accounting & Santander banking)
18. If discrepancy has been declared and shows in POLSAP then issue a TC, (Agent Accounting & Santander banking)
19. If POLSAP does not show that the discrepancy has been declared contact the Branch and advise that a discrepancy declaration must be made before a TC can be issued., (Agent Accounting &
Santander banking)
20. End
PNAWAWN
18
Personal Banking Santander- Santander Query
POLO0088656
POL00088656
19
POLO0088656
POL00088656
ntander
HORZON Branch Sar
Santander mickeys (Shaun Wood) is now within Sarah Parkes team merged with Link duty.
20
POLO0088656
POL00088656
part 2
Chronological steps in the process:
Part 2 covers where a Santander customer contact and raise a query with Santander Bank:
1
DaAPPWn
Customer raise a query with Santander (Customer)
Log query and e-mail case to “network Banking e-mail” (Santander)
Retrieve query, save to SharePoint and verify transaction is in TESQA, (Agent Accounting & Santander banking)
Verify transaction in CREDENCE and identify the Stock Unit (COUNTER) the transaction was performed from, (Agent Accounting & Santander banking)
Verify transaction in POLSAP to identify where a discrepancy has been declared, (Agent Accounting & Santander banking)
Verify transaction in HORICE to identify “cash declarations” made in branch for +/- dates near the transaction date as per enquiry form/ CREDENCE, (Agent
Accounting & Santander banking), access to HORICE is limited to Gill Hoyland)
Call the Branch and explain case, (Agent Accounting & Santander banking)
Branch investigates case and verifies, a) surplus, b)shortage, c) Branch balanced, (Branch)
Feedback to Agent Accounting & Santander banking a, b or c as per above, (Branch)
. Validate information from Branch in HORICE, (Agent Accounting & Santander banking)
. Log case in “Santander NWB enquiries” spreadsheet (SharePoint and restricted to team access), (Agent Accounting & Santander banking)
. Update hardcopy (as per 3) of case for Settlement use and electronic copy of case for Santander use, (Agent Accounting & Santander banking)
. e-mail case to Santander — (electronic copy), (Agent Accounting & Santander banking)
. e-mail action taken to “network Banking e-mail” with case reference (Santander)
. Retrieve hardcopy of case and Update “Santander NWB enquiries” with Amount and Settlement date (next WD), (Agent Accounting & Santander banking)
. Send hardcopies to Settlement team, (Agent Accounting & Santander banking)
. Settlement team CC in Agent Accounting & Santander banking in e-mail settlement to Santander, (Settlement team)
. Issue TC (via file automatic Transaction Corrections), (Agent Accounting & Santander banking)
. Branch accept TC, (Branch)
. End.
21
POLO0088656
POL00088656
1.1.4 Personal Banking Manual
& Col
Santander Online Bani
g part1&2
22
POLO0088656
POL00088656
Control(s): C4.9.a.7
Risk: SLA's are not met resulting in penalty and/or incurred loss to POL and/or reputational damage
Control objective: To ensure that all SLA's between POL and third party are met.
Frequency: Monthly
Control owner: Dawn Phillips
Control description: To ensure timely responses to Santander, all queries are logged in spreadsheet log "Santander NWB enquiries" with date of received and responded to
Santander and stored on SharePoint with restricted access. Queries from Santander Bank to POL are subject to a SLA of 10 Business day’s turnaround time for responses to Santander
To prevent any queries from Santander falling outside the SLA timeframe, the Team Leader Agent Accounting & Santander banking monitors and where applicable takes action on a
weekly basis to ensure POL meets the SLA and/or explains any missed SLAs. On a monthly basis the Team Leader Agent Accounting & Santander banking signs, dates and uploads the
log into TrAction.
Control(s): TC18.01
Risk: Errors for EBUF's are not agreed with third party prior to settlement, resulting in subsequent issues transaction correction, resulting in subsequent variances
Control objective: Agree correction with third party
Frequency: Weekly
Control owner: FSC Operations Manager (Jackie Whitham)
Control description: On a weekly basis a "RIZ 1" report is run, and compared to the Riz 3 report from Santander, received 10 days after the event. Variances are pulled together on a
“Provcash" report and emailed to Santander on Monday. On Wednesday Santander email a response to FSC to confirm the balance to be settled. On Thursday the balance is settled
with Santander in line with the Provcash confirmation.
Control(s): TC18.02
Risk: Miskey transaction corrections in relation to Santander branch withdrawal or deposit by customers are not agreed with third party prior to issuing transaction correction,
resulting in subsequent variances
Control objective: To ensure transaction corrections are confirmed with third party prior to processing
Frequency: As required
Control owner: FSC Operations Manager (Dawn Phillips)
Control description: Agreement with third party: When a miskey resolution is concluded, a "Miskey Form" is sent to Santander for them to review. An email confirmation of the
required adjustment is sent by Santander to Agent Accounting and Santander Banking Team prior to the case being fully resolved and processed.
Control(s): TC18.03
Risk: Incomplete or inaccurate transaction corrections are processed in relation to Santander branch withdrawal or deposit by customers, resulting in subsequent variances
Control objective: To ensure transaction corrections are confirmed with third party prior to processing and corrections are reviewed internally
Frequency: As required
Control owner: FSC Operations Manager (Dawn Phillips)
Control description: Review of corrections: When settlement confirmation for a miskey error is received from Santander, the Settlement Team (ST) email a "Network banking
adjustments schedule" to Santander and copy in the Agent accounting and Santander banking team (AASBT), listing all corrections to be made for the day. The AASBT compare the
schedule to the "Santander NWB Queries" log in order to verify completeness and accuracy of all corrections required. Evidence of review retained.
B contrat: C4.9.a.2 & C4.9.a.3
23
1.2 Cash & Bureau @
Background
Cash rems from branch (POLSAP G/L acc. 553002 Cash in transit-notes and coin collect from branches)
Cash Control team
Purpose of process: (please fill in a paragraph)
The overall purpose is to send physical cash from Branch to central Postoffice as a Branch should only have a certain amount of cash in the Branch.
POLSAP GL accounts:
* 551100 - Cash held at branch
e 551200 — Cash (GBP) in pouches at branch
553002 — Cash (GBP) in transit from branch
553102 — Bureau (All) in transit from branch
552117 — Bureau (EUR) in pouches at branch
552118 — Bureau (USD) in pouches at branch
552119 — Bureau (Other) in pouches at branch
531222 — Shortages in Bureau (All) received at cash centre
539103 — Surplus in Bureau (All) received at cash centre
551000 — Cash held at cash centre
553001 — Cash (GBP) in transit from cash centre (CC) to branch
553101 - Bureau (All) in transit from cash centre (CC) to branch
539106/539202/539210/629507/629506/6295 10/629504/629503 — specific variance accounts when cash counted
POLO0088656
POL00088656
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Gillian Hoyland & Sarah Parkes
Cash Centre Manager Bryan Flynn
24
POLO0088656
POL00088656
25
POLO0088656
POL00088656
‘& CASHREMS TO BRANCH
3
g Sean pouches when
g
Pov recegnse in Vaianceerteres 1
counteaeh ang
sentayvarance
Take etveryot sanacewa I-—4
Pour
Gaas7
wee FSC Team
perninal meeting
uso TClsued ily)
Cash Control Team
POLO0088656
POL00088656
(Chronological steps in the process (Branch to CC):
1. Branch performs 3 step process to move cash from till to Pouch:
a) bundles up cash in POUCHES for shipment to Post Office cash centre (Branch)
b) scan the pouch barcode in Horizon, recording the cash on Horizon as “Cash in Pouch”, sub level “Packed” (551100 to 551200)
c) Horizon produces 2 receipts, 1 for the pouch and 1 for the branch
Move pouch from “Packed” to “InSack” on Horizon (Branch)
Branch prints collection receipt, shows all pouches marked as “InSack” on Horizon.
CVIT scan ACC card on Horizon (or enter code), authorising collection. Triggers all “InSack” cash to move from 551200 to 553002. (Courier CVIT)
Branch place pouch in iBox (£26k max per time), viewed by CVIT.
CVIT sign the collection receipt next to the pouch.
CVIT take the cash to the van, scan the pouch on transtrack and deposit in the security box.
Section 5, 6 and 7 repeated for each pouch.
Pouch deposited at cash centre and scanned into POLSAP as receipted.
10. Processing in Cash Centre — (via surveillance cameras) — match up in POLSAP by POUCH number (POLSAP will reflect the 40 trans. Coming from Horizon and Cash
centre match this per assignment with a 50 entry in POLSAP) (Cash Processing Centre)
11. To investigate what is outstanding run report GL Open Item Ageing Report (no variant) (classified as aged if > 3 months old, however the report shows all periods.
(Cash Control Team)
12. Select from Ageing report own item as per Branch Code and run report GL Acc Line Item Display (Cash Control Team)
13. Run report in POLSAP GL Acc Line Item Display with variant. (Cash Control team)
14. Investigate and error resolution : (Cash Control Team)
a. Resolution can be resolved within Cash Control Team
eaenanawn
b. Resolution needs a Transaction Correction to the Branch (TC issued from Cash Control Team)
15. Where applicable TC is issued in POLSAP (Cash Control Team)
16. Branch picks up the TC in Horizon and Accepts or Rejects (Branch)
17. Branch accepts in HORIZON and this triggers the 50 transaction in POLSAP (Branch)
27
POLO0088656
POL00088656
19. Next day the error transaction will disappear from GL Open Item Ageing Report (System)
20. If rejected error resolution and where applicable escalation etc. resulting in acceptance. (Cash Control Team)
21. On a monthly basis (usually at month end) perform a probity (balance sheet showing all outstanding for the period) and reconciliation (breakdown, account
specification with explanations) and this is being sent to Line Manager Dawn Wall who checks, keeps and files. (Cash Control Team Lead)
(Chronological steps in the process (CC to Branch):
1)
2)
3)
4)
5)
6)
7)
Cash Centre bag cash into Pouch
Pouch scanned when collected by CVIT
Cash delivered to branch and ACC card scanned at branch (triggering cash transfer)
Cash counted into till by Postmaster
Variance arises when value entered into Horizon by Postmaster (differs to Pouch value)
Auto TC issued to correct variances
Ageing review performed at month end and balances aged 3+ months investigated.
28
POLO0088656
POL00088656
& Control BUREAU & CASH REMS FROM BRANCH
29
POLO0088656
POL00088656
Control(s): CC15.1
Risk: Classification of cash balances between cash centre and network is incorrect
Control objective: Identify cash lost or delayed in transit
Frequency: Daily
Control owner: Cash Centre Manager (Bryan Flynn)
Control description: On a daily basis a review is performed to identify pouches from cash centre to branch, and vice versa, which have been in transit for one week or more. All
pouches identified are investigated to identify why the cash has not been rem'd in or out appropriately. Mitigating circumstances are documented where necessary, with follow up
occurring for all other instances.
Control(s): CC15.2
Risk: Cash variances between branch and cash centre are incorrectly written off, resulting in fraudulent activity not being identified
Control objective: Ensure write-offs are fully investigated prior to processing
Frequency: As required
Control owner: Cash Centre Manager (Bryan Flynn)
Control description: Branches are advised of all discrepancies as they arise and have a week to dispute these. If the branch choose to dispute, and on investigation the cash centre is
deemed liable, the balance will be written off subject to relevant authorisation within cash centre.
Control(s): CC15.3
Risk: Cash variances between branch and cash centre are incorrectly written off, resulting in fraudulent activity not being identified
Control objective: Ensure write-offs are fully investigated prior to processing
Frequency: Weekly
Control owner: Cash Centre Manager (Bryan Flynn)
Control description: On a weekly basis, a transaction report is run identifying all cash centre write offs. A write off form is produced for each cash centre based on the downloads.
The write off form is reviewed to check for reasonableness of postings with follow up occurring for any unusual activity. The write off forms are subsequently forwarded to cash
centre managers for approval (evidenced via signoff).
Control(s): CC15.4
Risk: Classification of cash balances between cash centre and network is incorrect
Control objective: Identify mismatch between cash recorded per branch and physical cash receipts at Cash Centre
Frequency: Annual
Control owner: Cash Centre Manager (Bryan Flynn)
Control description: Automatic - POLSAP performs an automatic reconciliation of the cash balance entered into Horizon by branch ("40 entry") to the cash counted and entered
into POLSAP ("SO entry") by "Cash Processing Centre". The resulting variance is posted to GL 551000.
Control(s): TC04.04
Risk: Classification of cash balances between cash centre and network is incorrect
Control objective: Identify mismatch between cash recorded per branch and physical cash receipts at Cash Centre
Frequency: Monthly
Control owner: FSC Operations Manager (Sarah Parkes)
Control description: At Month end the Cash Control Team perform a review of cash sat in pouch at branch and compare to last cash collection date, thus identifying cash incorrectly
held in pouch at month end. Items followed up accordingly.
30
POLO0088656
POL00088656
1.2.1 Bulkcash @
31
1.2.2
BULK CASH/COIN PROCESS
The Rule is that entries are
posted to POLSAP by
I Cashiers and Cash Centres
RMSD r )
(1)
GL Account
555011
(2)
——+ GL Account
555016
Decision how
{to clear entries,
(3)
GL Account
532300
(5)
Send Enquiry
Form to Cash
Centre/Cash
Liason
Management
POLO0088656
POL00088656
See Sub Process Enter
GL Acct Posting
(6)
Adjust any errors
which need
posting to another
GL account
(8)
Clear Ledger
*.] Await return of
Eng Form
(7)
Clear Postings
GL Account
532305
which Balance to
Nil
. I See Sub Process
POLSAP Clear GL Acc
32
Royal Mail Special Delivery Missing Items
E Mail from Belfast Cash
Centre giving details of
RMSD and branch code
Instructions
See: Royal Mail Special
Delivery Process T/Finance/
Product and Branch
Accounting/Finance P&BA
:] Branch/cash Controvduty
Enter the information
onto RM claims
folder
Complete RM
spreadsheet — mutt
claim form
E Mail completed
sheet to RM
‘Annotate open item
OPO apart 00 look with “missing RMSD
await receipt”
Photocopy PMR Post value to 250753.
documents and send ‘and amend 853002
to RM narrative
Await RM notification of
payment
Complete JV to post
1.3. Santander Transcash — High Level pre Dynamics co]
value to ESFS Group
accounts GL 29001
Update EXCEL
spreadsheet with RM
payment reference
VE
POLO0088656
POL00088656
33
POLO0088656
POL00088656
Santander Contact Centre Process
transaction
Santander Transcash
‘mall Custorner
care confirming the
status
transaction
Resolve query
Query around
Santanaer
Contact Centre
High Level post Dynamics
34
POLO0088656
POLO0088656
35
POLO0088656
POL00088656
1.4 Camelot, Debits Cards & ATM Team @
1.4.1 Camelot Auto TC Process Prize Payments r )
Glossary of Co! I Owners
Job Title Control Owner
FSC Team Leader Andrea Green
Background
Camelot Auto TCs shows what has been paid out in prizes and the reconciliation between Camelot system and HORIZON — POLSAP. Daily open item
reports are generated and from a comparison of Camelot & SAP system data and TC’s are issued to rectify any open items.
Lottery tickets - 3 accounts: Cash prizes (manual), Online sales (automated) (Lottery), Scratch card activation (automated)
Branch divided into groups A B C D (each group represents roughly 4000 branches)
POLSAP GL accounts:
° 627012 — (CAMELOT Prizes) (Manual into HORIZON)
36
POLO0088656
POL00088656
Lottery Team.
ved
itn) ots
Activity - CAMELOT
POLO0088656
POL00088656
(Chronological steps in the process:
1. Camelot sends report SRC (contains volumes of sales, prizes etc.) to PostOffice, ATOS (CAMELOT)
PostOffice uploads report SRC into CREDENCE (after validation checks over data)
CREDENCE interface to POLSAP (CREDENCE)
POLSAP interface HORIZON (POLSAP)
One G/L account 627012 — contains prizes (POLSAP)
Choose group of Branches (A, B, C, D) where each group represents roughly 4000 branches (Lottery team)
Each morning retrieve the CAMELOT file and rename to : CAMdd.mm.yy in POLSAP (Lottery team)
Weekly rename the CAMdd.mm.yy files for TC issue — rename to TE OPEN (the TE OPEN contains the total of all errors across all groups (A B C D) (Lottery team)
Run POLSAP G/L Acc Line Item with variant “SALES PRIZE”, (Lottery team)
. Download report to Excel — report shows FAD code for Branch and total amount of errors associated with the Branch, (Lottery team)
. For each group (ABCD) rename the TE OPEN to “6yyyy/mm/dd/P x (P=period) (X=group) (POLSAP), this splits the TE OPEN file as per step 8 into individual errors
per group (A BCD), (Lottery team)
. For each group (ABCD) rename the HORIZON file in POLSAP to “6yyyy/mm/dd/P X (P=period) (X=group) this splits the HORIZON file into individual errors per group
(ABCD), (Lottery team)
a. Query: how do you identify the total TE open into groups? Answer: It’s via Branch lookup, where each Branch is identified as group A B Cor D.
b. Query: How do you identify the HORIZON file to be renamed? Answer: search in POLSAP for file “TE OPEN” and a date range of Month month.
c. Query: Does POLSAP do any automatic matching within the file as it now has identical file names originating from 2 sources (HORIZON and POLSAP)
Answer: No matching, however POLSAP now gives the total open per Branch, etc. Credits from CAMELOT postings and Debits from HORIZON.
13. Anything less than 1 GBP (Deb/cr.) no TC is issued. Items < £1 written off (form created and retained) (Lottery team).
14. Select from spreadsheet amounts over GBP 300, (Lottery team). These are checked individually before auto TC is run.
15. Type in FAD code into POLSAP G/L acc display to bring up the total error, (Lottery team)
16. Identify error (open item) in Trading period
17. Fill in template for TCs (spreadsheet “Group x period yyyy” (stored on Sharepoint)
18. TCs are issued monthly per Branch (per Group), working on a group per week so each group is covered during the month.
19. POLSAP screen “automatic TC correction” — meaning POLSAP uploads from TC template and posts automatically all TC’s that has been filled.
20. Run first in Test run
Pe ONAMAWN
RR
RS
i
N
21. When test run is successful — run in normal mode
22. TCs issued in POLSAP
23. Transaction posts in “Lottery Stock Unit”, GL acc 629310 (Outstanding Transaction Corrections) Debit in Stock Unit OoH (Out of Hours) money in to Stock Unit,
Credit paying money back to Branch (no physical transfer of money is happening between POL and Branch)
38
POLO0088656
POL00088656
1.4.2 Camelot - Others Process Flow eS
Control Owner
FSC Team Leader Andrea Green
39
POLO0088656
POL00088656
Background
Main purpose of this process is to monitor the below G/L accounts and keep Open items to a minimum. Any Open item > 90 days is considered aged. In
POLSAP the matching is compared between the uploaded CAMELOT file and CREDENCE (via Interface to POLSAP) and data source coming from HORIZON
POLSAP GL accounts:
© 627016 - CAMELOT Online Sales Matching (Pinged into HORIZON automatically )
© 627011 - CAMELOT Scratch card activation acc (Pinged into HORIZON automatically)
© 627012 - CAMELOT Prizes (Manual into HORIZON)
© 622045/622046 - CAMELOT Barclay Cheques prizes (manual into HORIZON), max £500 in Cash and rest in Barclay cheque
Accounts that contain pinged data should match unless there has been a failure to deliver TAs (Transaction Acknowledgements) to branch.
TAs may then be recreated by POL IT suppliers or branches can be TCd in order to provide data entry.
40
POLO0088656
POL00088656
‘C-CAMELOT- Other
tomer mina
secapet
Manual
I T Ll
T T
automatic PNG" Auvoratie"PNG" ana Mana
Lottery Terminal
: setertice (=I ie cae mestoce reece
No, creatin LSA? without 1}
heck open items
Gace uneitem ver "tame even ‘were
ply
' 8 I
Lottery Team.
wey 5 Team
Manager meeting
f
I
L iin 41
blige pias I [#3827
Fscivoreny I I
Pros eres) I I
POLO0088656
POL00088656
AMELOT (Other)
Chronological steps in the process:
Customer buys/checks winning ticket lottery via “Lottery terminal” (Branch)
Transaction is recorded on Lottery terminal as a sale in CAMELOT
Lottery terminal “PINGS” automatically to HORIZON G/L 1 & 2, whereas 3 & 4 is entered manually)
Upload daily file from CAMELOT to CREDENCE (ACCENTURE)
Interface to POLSAP with daily total, (POLSAP)
Check open items G/L Acc. Line Item display in acc. 627016, 627011, 627012 (Camelot team)
Investigate open items (aged > 90 days) (POLSAP compare CAMELOT data vs. HORIZON), (Camelot team)
Issue resolution — either raise a TC or correct without TC
The data requires to be resolved, this could be;
e ATP6 to Former Agents Debt.
e ACamelot query to investigate.
© OnaAnrRWNH
e No customer line item due to HR process
e Manually clearing POLSAP postings that don’t net to zero due to some late postings.
42
POLO0088656
POL00088656
1.4.3 Camelot Dynamics Process — General Branch Enquiries via Call Centre @
Glossary of Control Owners
b Title Control Owner
FSC Team Leader Andrea Green
Background
Main purpose of this ad hoc process is to ensure that the POLSAP Camelot GL accounts contain correct accounting entries and branch queries are correctly
resolved.
On occasion there may be contact between the FSC Lottery Team and Barclays the Camelot Prize Cheque issuing bank, adjustments may be made in APOP to
cancel cheques should such a requirement arise. i.e. an office has printed two cheques but failed to spoil one so a live cheque, although secure in branch, is in
existence.
43
Acti
-AMELOT (Dynamics Queries)
Chronological steps in the process:
Enquires received via MS Dynamics these could relate to a number of issues but mainly.
Queries regarding TAs (Transaction Acknowledgements) i.e. the branch does not agree with the value
Queries relating to Prize payments specifically cheques
POLSAP, Credence and for cheques APOP is investigated in order to form a conclusion and evidence may be created.
Contact is made with the branch to discuss conclusions formed to avoid posting hard copies.
Hard copy evidence is only sent if specifically asked for.
Once a satisfactory conclusion is reached remedial action is taken, this could be;
Issue resolution — either raise a TC or correct without TC
The data requires to be resolved, this could be;
e ATP6 to Former Agents Debt.
« ACamelot query to investigate.
WP Onan Pwne
e Nocustomer line item due to HR process
e Manually clearing POLSAP postings that don’t net to zero due to some late postings.
POLO0088656
POL00088656
Camelot ~ using Dynamics
Receive cse/
ee. . ‘ e : = BM crete acallacinty
reording pated cise fom ema “ : a cal th
Camelotisue ee ae ae Paty Product chosen
‘heateatask
‘act fo show
Add an actin tothe thiesung ofa
sting case ae attach”
merge the inbound east)
Camelot BAU
Contact Centre
POLO0088656
POL00088656
1.4.4 Debit Cards High Level Process Flow @
Control Owner
FSC Team Leader Andrea Green
45
POLO0088656
POL00088656
Background
Reconcile debit card accounts for all products/services either in a Branch or Online web services (e.g. top up a Drop & Go card). Majority of TCs are issued to
refund money directly to Customers card (that was used for payment). Requests for refunds would normally come via MS Dynamics e-mail from NBSC.
GL Acc. — Bureau (555079), Retail (555078), Online Drop & Go (555083), Paystation (555080), Self Service Kiosk (555095), AMEX Bureau (555085), AMEX
Retail (555084)
46
POLO0088656
POL00088656
Global Pay Customer ‘ff
HORIZON
FuNTsu/
ACCENTURE
POLSAP.
Debit Card team
Activity - Debit Cards
POLO0088656
POL00088656
(Chronological steps in the process:
Debit Card Team
1. Customer uses a debit/credit card in a Branch to pay for a service/product (Customer)
2. Branch enters transaction into HORIZON (Branch)
3. HORIZON interface to CREDENCE & POLSAP (HORIZON)
4. Global Pay process card payments and send file through FUJITSU/ACCENTURE, (Global Pay)
5. Daily uploads file into POLSAP (FUJITSU/ACCENTURE)
6. Weekly Sweep file for all GL accounts in POLSAP that match (FUJITSU/ACCENTURE)
7. Run GL Acc LI Display for GL acc, and investigate Open item (majority of POLSAP can be resolved without TC) (Debit Card Team)
8. Requests for refunds — receive e-mail request for refund from NBSC (Call Centre - Helpline etc.) (NBSC) SEE DYNAMICS PROCESS 1.3.5
9. Determine product and how the Branch has accounted for the transaction (e.g. reversal, cancellation, duplicates etc. etc.) (Debit Card Team)
10. Based on type of error (as in 8 above) determine whether or not to issue a TC (Debit Card Team)
11. No TC Issued — resolution within FSC (Debit Card Team)
12. Issue TC in POLSAP — screen “Enter Outgoing Invoices” and fill in Branch, customer, date etc. (Debit Card Team)
13. POLSAP interface to HORIZON — Branch has pending TC — Accepts TC, (POLSAP)
14. Same day as Issuing TC — request Global Pay (fill in spreadsheet “Refund Request Form” in order to refund the card (that was used for the transaction) (Debit Card
Team)
15. Encrypt spreadsheet and e.mail to Global Pay. (Debit Card Team)
16. Global Pay reviews request form and query (e.mail) if required, otherwise action the refund (Global Pay)
17. Global Pay payment file is reflected (interface into POLSAP) (POLSAP)
18. Branch accepts the TC in HORIZON and via Interface to POLSAP (Branch)
Debit card refunds enquiries are received from (see below) via MS Dynamics there is no other difference in the way and enquiry is handled.
GL Account files are received as follows.
Branch txn = occurs day 1
Horizon txn received day 2 in POLSAP
Global Pay txn file received in POLSAP day 3
REFUND BACK ONTO DEBIT CARDS IMMEDIATELY WULD BE THE BEST IMPROVEMENT, ALSO NOT REVERSING REFUNDING BILL PAYMENTS TXNS AT ALL WOULD.
ELIMNATE MANY FRONT END BRANCH ISSUES.
48
POLO0088656
POL00088656
1.4.5 Debit Cards - Dynamics Process @
Debit Card Refund Team
date the case
*
merge the inbound cate
‘email
Debit Card Refund Team
Risk & Con Debit Cards
49
POLO0088656
POL00088656
Control(s): TCO7.01
Risk: Debit card transactions are incorrectly recorded and not identified as erroneous, resulting in incorrect financial reporting
Control objective: To ensure debit card transactions are matched to third party reporting
Frequency: Daily
Control owner: FSC Operations Manager (Andrea Green)
Control description: POLSAP performs an automatic reconciliation of the debit card transactions per Horizon (branch and online) to the transactions recorded by
Global Pay. This occurs daily following upload of Global Pay file onto POLSAP by Fujitsu / Accenture. The resulting variance is posted to relevant GL accounts dependent
on transaction type:
- 555079 — Bureau
- 555078 — Retail
- 555083 - Online drop & Go
- 555080 — Paystation
- 555095 - Self Service Kiosk
- 555085 - AMEX Bureau
- 555084 - AMEX Retail
Control(s): TCO7.02
Risk: Debit card transactions are incorrectly recorded and not identified as erroneous, resulting in incorrect financial reporting
Control objective: To ensure erroneous debit card transactions are identified and investigated
Frequency: Daily
Control owner: FSC Operations Manager (Andrea Green)
Control description: On a daily basis the Debit Card Team run a GL account query for all debit card GL's, highlighting open items. Open items are investigated and
processed via TC or internal correction. Aged open items are included on the month end probity.
Control(s): TCO7.03
Risk: Debit card transaction corrections are not agreed with third party, resulting in subsequent variances
Control objective: To ensure transaction corrections are confirmed with third party prior to processing
Frequency: As needed
Control owner: FSC Operations Manager (Andrea Green)
Control description: Where a transaction correction is required a "Refund request form" is sent to Global Pay confirming the proposed action. "No response" from
Global Pay is taken as agreement to the correction. If Global Pay query the correction then they will contact the Debit Card Team via encrypted email and the correction
will be revisited.
3
E controts) C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
50
POLO0088656
POL00088656
1.4.6 ATM High Level Process Flow @
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Andrea Green
Background
Process covers discrepancies between Branch and Client banks as per above. Normally approx. 10 weeks behind.
High value TC’s must be issued within 90 days, as CREDENCE only keeps the breakdown for 90 days.
AT™
© Bank of Ireland (daily)
© YourCash (daily)
* Note Machine (weekly)
¢ TRMB (settlement do upload)
POLSAP GL accounts:
© 627046 — Bank of Ireland (BOI) ATM transaction account, recording all cash dispensed from ATM’s
* 627047 — Variances arising between BOI and horizon, generated from 627046 and BOI report
* 627050 - Variances arising between Hanco and horizon for ATM transactions
* 627060 / 627061 / 627043 — Variances arising between Notemachine and horizon for ATM transactions
51
Tc-AT™
POLO0088656
POL00088656
Bank of ireland
Hanco /
Notemachine
CREDENCE
ATM Team
Daly run AIM
depense repart
Correct errr in
ronson Tr] Accepe 16
Feport int a correction/ Te issued
HORZON i Recep TC
reer
Gf.e2mar
(G/.627050)
(6.627060)
10,000- 250.040 signed by LM
>250,000 sign by sensor LM
4
FSC Team Manager Monthly
‘moniter TC control sccoure
Gaaas/
caoa6
Gaaais weekly FSC Team
Run report weekly FSC Team ‘Operational
Manager meeting meeting
Receive daily report
Upload report to
Run POLSAP report
G/Lacctine Rem
‘splay
Nevestigate any
open kere
[ence
Daty PoLsAP reper
ee 627047 — "BO!
"AIM Matching”
sOLSAP repent
‘Ace G/L 627050 ‘Hanes
‘AIM Matching’ & G/L
Caaat
Valid / approved
Authority matt
wssuete fo “Month ar)
52
POLO0088656
POL00088656
Activity ATM
Chronological steps in the process:
1. Bank of Ireland e.mails ATM team all transactions dispensed from ATM machine belonging to Bank of Ireland (this is ATM machines physically located inside the
Branch) (the report covers from 16:30 to 16:30 following day) (reports shows total dispense per ATM machine identified via Merchant ID )
2. Upload report into POLSAP (ATM team)
3. Branch runs ATM report (16:30) and manually keys into HORIZON the 16:30 figure from the ATM report
4, Check G/L account 627047 “Post Office ATM matching”, should ideally balance to zero each day
5. Investigate any open items (in POLSAP transactions with RED.
6. Run CREDENCE report in order to get the breakdown of HORIZON entries.
7. Issue TC (<=GBP 10,000 - >10,000 fill in high value forms and signed by LM (up to 250,00) >250,000 senior LM)
8. If TC > 1,000 send enquiry form to Branch explaining the Branch error and turnaround time for Branch to correct in HORIZON is 10 WD
9. If Branch corrects in HORIZON this will then clear in POLSAP
10. If Branch do not correct in HORIZON an issue a TC
11. If by any chance both POL and BRANCH corrects, then POL will issue a compensating TC the following day
12. Evidence of HORIZON entries are download to excel and save on desk top
13. At month end do the reconciliation and probity (justifying the balance) Reconciliation of 627047 and 627046 (Settlement matching account) and save on Sharepoint
and team lead reviews and signs and send to 2" senior manager for their review.
53
1.4.7. ATM Branch Enquiry Form Process Flow @
Inputs:
- BOI issue 16:30 figures report
Compare BOI report
against Horizon report for
differences.
Actions:
- Issue TC for amounts
under £1000
- See authorisation for
amounts over £1000
greater than £10k an Enquiry Form is sent to the
branch to give them time to take corrective action
in Horizon, i.e. make the correct entry so upon
receipt of the Horizon entry the open items will
match and no TC has to be issued.
End of process.
POLO0088656
POLO0088656
54
POLO0088656
POL00088656
Control(s): TCO1.01
Risk: Erroneous Erroneous ATM transactions resulting in incorrect cash balances
Control objective: Identify and investigate potentially incorrect ATM transactions
Frequency: Daily
Control owner: FSC Team Leader (Andrea Green)
Control description: On a daily basis the Bank of Ireland ATM transaction report will be uploaded into POLSAP by the ATM team. POLSAP can then automatically
compare the Horizon transactions with the daily uploads. On a daily basis the ATM team run a POLSAP report to identify all potential mismatches - GL code 627047 -
and investigate and follow up accordingly
Control(s): TCO1.02
Risk: Erroneous ATM transactions resulting in incorrect cash balances
Control objective: Identify and investigate potentially incorrect ATM transactions
Frequency: Monthly
Control owner: FSC Team Leader (Andrea Green)
Control description: On a daily basis the Hanco/Notemachine ATM transaction report will be uploaded into POLSAP by the ATM team. POLSAP can then automatically
compare the Horizon transactions with the daily uploads. On a monthly basis the ATM team run a POLSAP report to identify all potential mismatches - GL codes:
- Hanco — 627050
- Notemachine - 627060
B contrat): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by
the Admin team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any
unreconciled/unexplained items with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded!
to the FSC Operations Manager for final review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and
sends/signs as evidence of final approval. The reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on Sharepoint.”
B controus): C4.9.a.5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to PostOffice.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main
objective is to prevent wherever possible any open item(s) falling into an aged (>3 months) category.
The respective Team Managers explains the analysis for their product area at the weekly Team Operational meeting. Open items are prioritised by highest value, date
55
POLO0088656
POL00088656
1.4.8 ATM Retracts High Level Process Flow @
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Andrea Green
Background
ATM (PostOffice + Bank of Ireland machines) retracts the cash that is being dispensed by customer back into the machines. This is due to “time out”, if
the physical cash is not taken within 59 seconds the ATM retracts the money and put in a “retract” tray within the machine. Customer account has
been debited.
If there are communication failures on the machine, it can also happen that cash is never dispensed, however the customer account has been debited.
A surplus can also consist of a combination of retracts and communication failures etc.
Bank of Ireland normally refunds customer within 3-5 WD.
POLSAP GL accounts:
© 626206 — Aged surplus balances (> 3 months old) reported by branch but refund not received by BOI
* _627077—Surplus balances (<3 months) reported by branch but refund not received by BOI
56
POLO0088656
POL00088656
57
“communication error”, machine jammed etc. etc. (Customer)
Raise enquiry with own bank or Branch (Customer)
Bank of Ireland automatically get alerted of re-tracts (via Link) (Bank of Ireland)
PostMaster should notice same day a £ surplus in their re-tract box and declare in HORIZON (Branch)
PostMaster does weekly balance and any re-tract should show as a surplus, (Branch)
Scan the “weekly balance” in HORIZON through APADC, (Branch) This goes to BO!
Log into CREDENCE and run report “weekly balance sheet” and download to excel, (Camelot, Debit Card & ATM Team)
Filter on “surplus” and verify in POLSAP if the Branch has declared the surplus , (Camelot, Debit Card & ATM Team)
If “surplus” declared = End (POLSAP will balance)
. If not declared — issue TC, (Camelot, Debit Card & ATM Team)
. Gather all TC’s in auto TC spreadsheet and weekly upload to POLSAP (normally on Fridays), (Camelot, Debit Card & ATM Team)
. Branch accepts the TC in HORIZON, (acceptance of the TC replaces the “declare”) (Branch)
. Weekly e.mail “refund file” to Camelot, Debit Card & ATM Team (sent to individuals in the team and not a team box), (Bank of Ireland)
. Upload Bank of Ireland “refund file” directly in POLSAP, (Camelot, Debit Card & ATM Team)
. Run report “POL FS Automatic matching” in POLSAP for applicable period, (Camelot, Debit Card & ATM Team)
. Check any remaining open items G/L acc. display 627077 and investigate, (Camelot, Debit Card & ATM Team)
. Issue aTC as a resolution and where necessarily utilise Acc. 626206 “creditor holding acc.” in order to balance, (Camelot, Debit Card & ATM Team)
. Probity and account reconciliation monthly, (Camelot, Debit Card & ATM Team)
POLO0088656
POL00088656
Activity - ATM Retracts
(Chronological steps in the process:
Customer requests cash, however machine retracts the money (if cash is not taken within 59 seconds) / or money never comes out of the machine at all due to e.g.
58
POLO0088656
POL00088656
Risk & Control ATM Retracts
59
POLO0088656
POL00088656
Control(s): TCO2.01
Risk: Cash surpluses arise from erroneous ATM transactions and are not investigated
Control objective: Identify potentially incorrect ATM transactions arising from ATM retracts
Frequency: Weekly
Control owner: FSC Team Leader (Andrea Green)
Control description: On a weekly basis a refund file is received from BOI and uploaded to POLSAP by the ATM team. POLSAP automatically matches surpluses declared
by branch within Horizon against the refund file data. A report “POL FS Automatic Matching” is run weekly by the ATM team and all open variances are identified and
investigated.
Control(s): TCO2.02
Risk: Cash surpluses arise from erroneous ATM transactions and are not identified
Control objective: Identify potentially incorrect ATM transactions arising from ATM retracts
Frequency: Weekly
Control owner: FSC Team Leader (Andrea Green)
Control description: On a weekly basis the ATM team run a "Weekly balance sheet" report from Credence and filter by "Surplus" to identify ATM retracts for the week.
Surpluses are compared to those declared in POLSAP by the branch and where the Branch has not declared a surplus the balance is placed into the “auto TC”
spreadsheet and transaction correction is issued.
Control(s): TCO2.03
Risk: Cash surpluses arise from erroneous ATM transactions and are not investigated
Control objective: Identify, monitor and investigate aged open items in relation to ATM retracts
Frequency: Monthly
Control owner: FSC Team Leader (Andrea Green)
Control description: Each month end, a transaction report is run for GL 627077 and all aged items (those not resolved in month or where TC not issued) are manually
transferred to GL 626206 to allow further monitoring.
B controus): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by
the Admin team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any
unreconciled/unexplained items with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded!
to the FSC Operations Manager for final review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and
ends/signs as evidence of final approval. The reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on Sharepoint.”
Control(s): C4.9.a.5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to PostOffice.
60
POLO0088656
POL00088656
61
POLO0088656
POL00088656
1.4.9 First Rate Travel Money Card (TMC)
Glossary of Control Owners
le Control Owner
FSC Team Leader Andrea Green
Background
Travel money card is a card where you can load money on the card and use e.g. abroad. (Multi-currency card, e.g. can put multiple currencies on it). There are no day to
day involvement from the team, only via queries from First Rate, Branch etc.
Settlement team would have an open item in case the team forgets to issue a TC or settle with First Rate.
POLSAP GL accounts:
« 627024 — travellers cheque matching account
e 555083 — currency sales made in branches
62
POLO0088656
POL00088656
Rate — Travel Money Card / Cheques
Marval Mans T
(=) =) (=
: I
Emat fea Riteor Banc
oad cen
Coa
“aanocal”
: & Cu)
‘ogguey nto Feed tnwesog and I [ conten propre anelte y,
Recveenaity 9 engines I erautyneostol I esastsnrtur of -—9 scone very Seta ont DP sccore
natin ee weror(eueTs) achverch me
Enquiry Team
Automated Payments
j wd Sat erat shew weve
3 ; debit/eredt First am te Steet
I ane sane
SharePoint
63
POLO0088656
POL00088656
(Chronological steps in the process:
1.
CHOrnauawy
10.
. If TC needed complete Settlement Sheet to inform Settlement Team to debit/credit First Rate accordingly and await signed sheet to be returned
12.
13.
14,
15.
16.
Customer buys Travel Money Card from branch
Branch input into Horizon......... (Branch)
Upload file to CREDENCE (Accenture)
Receive enquiry from First rate/Branch etc. (via AP enquiry inbox) (Automated Payments Enquiry Team)
Log query into “Enquiries spreadsheet”, (Automated Payments Enquiry Team)
Move Query from AP enquiry inbox to Travel Money Card folder, (Automated Payments Enquiry Team)
Investigate and establish nature of error, check in CREDENCE, (Automated Payments Enquiry Team)
Confirm proposed action with First rate/Branch (Automated Payments Enquiry Team)
Determine if TC is required (Automated Payments Enquiry Team)
Where no TC is required — transaction seems OK and advise Frist rate/Branch (Automated Payments Enquiry Team)
(Automated Payments Enquiry Team)
Update “Enquiries spreadsheet” , (Automated Payments Enquiry Team)
Issue TC in POLSAP (Automated Payments Enquiry Team)
Update “Enquiries spreadsheet” , (Automated Payments Enquiry Team)
Branch accept TC, (Branch)
End
64
POLO0088656
POL00088656
& Control First Rate Travel Money Cai
65
POLO0088656
POL00088656
Control(s): TC10.01
Risk: First Rate travel money card transaction corrections are not agreed with third party, resulting in subsequent variances
Control objective: To ensure transaction corrections are confirmed with third party prior to processing
Frequency: As required
Control owner: FSC Team Leader (Andrea Green)
Control description: When a resolution is concluded, an email is sent to First Rate or Branch to confirm the proposed action. "No response" is taken as agreement to the correction.
If First Rate query the correction then they will contact the automated payments enquiry Team via encrypted email and the correction will be revisited. Final email confirmation is
sent once query resolved.
Control(s): TC10.02
Risk: Travellers cheque encashment balances are not recoverable from third party
Control objective: Agree encashment with third party
Frequency: Weekly
Control owner: FSC Team Leader (Andrea Green)
Control description: Ona weekly basis a file containing all traveller’s cheque encashment balances where support has been received by First Rate (FR) is obtained from FR and
uploaded into POLSAP. Automatic matching is performed between the uploaded report and horizon transactions from branch.
Control{s): TC10.03
Risk: Travellers cheque encashment balances are not recoverable from third party
Control objective: Identify and investigate open items
Frequency: Weekly
Control owner: FSC Team Leader (Andrea Green)
Control description: On a weekly basis the FSC run a GL report (627024) to identify all unmatched cheque encashment balances. Balances identified are followed up with the
relevant branches and TC's issued where errors identified.
Control(s): TC10.04
Risk: Travellers cheque encashment balances are not recoverable from third party
Control objective: Identify items for write-off
Frequency: Monthly
Control owner: FSC Team Leader (Andrea Green)
Control description: In the last week of each period an ageing review is performed on GL 627024 to identify all unmatched items in excess of 2 months aged. Where a TC has not
been issued for these, the balance is written off to the profit and loss.
Control(s): C4.9.a.11-16 (same control, however assigned to 6 different Team Managers)
Risk: Workload and peaks are not monitored resulting in build up of back log.
Control objective: To ensure there are frequent monitoring of the teams workload and any necessarily actions are taken pro-activily.
Frequency: Monthly
Control owner: FSC Team Manager(s)
Control description: “The FSC Team Manager monitors on a weekly basis their teams workload and escalates areas of concern with their reporting line.
66
POLO0088656
POL00088656
1.4.10 Travellers Cheques Process Flows
1.4.10.1 TRV Upload Process
67
Travellers Cheques — Upload Process
Weekly TRV file received
from FRES
Detach the TRV file and
save as a .csv
Open file, format and
resave.
Upload file to SAP
File is received every Thursday
or Friday
1.4.10.2 Clear GL Process
POLO0088656
POL00088656
68
Travellers Cheques — GL Clearing
In SAP run a GL Account
Line Item report for GL
14004
In SAP subtotal results
In SAP goto transaction
Clear GL Account
In SAP goto transaction
Clear GL Account
Enter GL Account and
Execute
Subtotal by Branch FAD
code
Select ‘net zeros” and
Process
1.4.10.3 Error Resolution Process
POLO0088656
POL00088656
69
POLO0088656
POL00088656
Text fields that are not blank have
previously been worked and
annotated
‘Travellers Cheques — Error resolution
Scroll through the report
Process to be started
Runa Gl Account Line Sort the report by looking for the first entry
Item report for your assignment and then Subtotal by branch code with a blank text field.
account branch code Repeat process for each
entry.
after the GLaccount
clearing has taken place
line items in SAP with
actions taken, dates sent
to FRES
Instruct branch to return
Travellers cheques to
First Rate
Inform FRES to make Es the duty bee
ayment to POL viathe I—v ravellers Cheques able to speak tothe
Ls lready sent to FRE:
missing lst. branch?
nd
No
it
Annotate the relevant Send letter to branch
instruct Travellers
JCheques are sent to FRES,
if already done so provide
evidence of return
Open the missing
Cheques spreadsheet on
SharePoint and record
Annotate the relevant
line items in SAP with
actions taken, dates sent
error in SAP.
actions taken. to FRES
Open the missing.
FRES make payment to
POL whichelvers the Cheques spreadsheet on
SharePoint and record
actions taken.
‘Once Travellers Cheques are
received at FRES they will be
recorded on the TRV file
which when uploaded to
SAP will clear the error.
Contact the branch to
determine the location of Iv
the travellers cheques.
Is this a Debit
posting?
Note the branch code
Determine what actions
led to a Credit posting in
SAP
& the value bee
previously written
off?
No
Credit relates to an
incorrect Horizon entry in
branch
Write off the credit value
annotating SAP.
Issue TC to branch.
fs the assignment
date > 10 days old
70
POLO0088656
POL00088656
15 Cheques & Moneygram Team
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Tracy Mather
Background
This is a debt recovery process as once a cheque has been received unpaid POL have the debt that they need to recover either by unpaying a customer’s bill our
requesting a debit to the customer savings/current account.
G/L accounts:
e 533306 PABA Unpaid Cheques Control
e 533301 Unpaid Cheques Branch non-conformance (TC)
« 533309 BOI Unpaid Cheques
533304 Royal Mail Business Redirection Unpaid Cheques
* 539594 Giro Schemes Unpaid Cheques (daily balance to zero)
e 554078 Unpaid cheques Bank account
e 533315 POL ISA Unpaid cheques
¢ 250701 Misc. losses returned cheques (internal POL acc)
71
POLO0088656
POL00088656
‘TC - Unpaid cheques — Priority - by noon same day - (Early Warning process)
i anal aie Step
rs ‘oan Tonal Senet
&
tee
5
5
ist og nto BANK TECH
g
3
3
Fs
§
5
Hy Tao de =
ton Tate dem rere
ES face fom petatontaie frenanooe- wing Tecrainon ]
& veal Es Tvaytan- "Seat swear & peony t
B navave caoa57
3 ca
= wey on
> 2M oy penton!
: fap eee
€ haus a
é
vresaed
8 Secreta
a 8 into CREDENCE "Current™ Accounts
2 Sid of response to
§ (Bal) by 3PM same
hat ‘business day
= Block customer
.) ‘Account
e
o Ex@xc +
72
POLO0088656
POL00088656
ts reamed ches
ch Once Repay
=e Chet esta
pects
=) &)
Pidsupihercn
aaa
sc TeamMarager
Monthy mentor TC
“asti0 cate
Manager meeting
& Waiver Tne och ar Frome
: Sar wens concn ois ceornct'e ‘ste wine tere cnenes Teche wen fd a A
s sch ren even ‘om :
&
é
rachardenpies "in Tay
Gast aaam Teesehe ea
vagrenmaes I [scanner somone ects ~~)
Meera II te cee corey
\u-™ adjustments cheques
Settlement
73
POLO0088656
POL00088656
Activity - Unpaid Cheques
(Chronological steps in the process:
Unpaid Cheques Priority (e-mail Early Warning by noon same day, no TC issued in Early Warning process). The purpose of Early Warning process is a Pre-warning of bounced cheques and customer account
lhas to be blocked as soon as possible in order no funds can be redrawn from cust. savings acc. etc...
1. Scan all cheques received into BANK TECH system (iPSL)
Post Office processing Centre (iPSL) sends fax to Cheque/MoneyGram team regarding returned cheques (iPSL)
Receive fax from iPSL by 11:00 or call iPSL by 12:00 to chase up (Cheque/MoneyGram team)
Retrieve the cheque (as per fax) from BANK TECH system — by SORT CODE, ACC and Value, (Cheque/MoneyGram team)
Retrieve from CREDENCE ~ FAD code (Office code) and date, (Cheque/MoneyGram team)
Investigate and determine if product relates to Savings and current, (yes) update “Early Warning spreadsheets” , SLA 3pm same day, (if No, process ends) (Cheque/MoneyGram team)
e-mail Bank of Ireland the “Early Warning spreadsheets”, (Cheque/MoneyGram team)
Account blocked — (Bank of Ireland)
PN AVEYN
Unpaid Cheques normal (by noon next WD) (these are the same cheques as in Early warning Spreadsheet). The purpose of this process is to advise clients (e.g. BG, BT etc. etc.) of bounced cheques so they
‘an correct customer account from PAID to UNPAID. The process is that when a customer pays a bill in a Post Office branch with a cheque, the Post Office stamps the bill as PAID and credit the client (BG, BT
letc.) account. The consequence is that it is the Post Office who is bearing the payment until the cheque clears.
1. Bundle up bounced cheques and produce list “returned Cheques Batch Order Report”, (iPSL)
Send via Courier bounced cheques & list to (Cheque/MoneyGram team), (iPSL)
3. Chase up iPSL if not received by 4:45 (Cheque/MoneyGram team)
4. Receive physical cheques & “returned Cheques Batch Order Report” and date stamp with today’s date (Cheque/MoneyGram team)
5. Verify the number and amount of cheques received and reconcile to IPSL list “returned Cheques Batch Order Report”, (Cheque/MoneyGram team)
6. Investigate each cheque in CREDENCE to establish Client (recipient) , (Cheque/MoneyGram team)
7. Update UNPAID daily spreadsheet, sheet for unique client (e.g. BT, BG etc.), (Cheque/MoneyGram team)
8. Reconcile UNPAID total for the day with number 5 (cheques and total value) (NB: a cheque can be split,), (Cheque/MoneyGram team)
9. Photocopy all cheques and file together with clients “summary form”, (Cheque/MoneyGram team)
10. POLSAP entries: GL posting to individual vendors D, GL Control account Cr., D total of all individual Vendor GL accounts and Cr GL Bank acc., (Cheque/MoneyGram team)
11. Leave physical paperwork for the day in Settlement team In Tray. Who in turn will adjust the settlement to the client with the POLSAP G/L posting, (Cheque/MoneyGram team)
12. Transaction corrections: If there are any cheque in the pouch received where the client cannot be identified (as per step 5 above) then a TC is issued to the branch. It is then for the branch to accept
the TC in HORIZON and do further investigation as to what client was the payment meant for. (Cheque/MoneyGram team)
74
POLO0088656
POL00088656
& Control Unpaid Cheques
75
POLO0088656
POL00088656
Control(s): TC23.01
Risk: Bounced cheques are not followed up timely, resulting in debt being incurred by the Post Office
Control objective: Reconcile bounced cheques report to physical cheques, to ensure completeness of items for investigation
Frequency: Daily
Control owner: FSC Team Leader (Tracy Mather)
Control description: On a daily basis the Cheque and MoneyGram team gather all bounced cheques couriered from IPSL the previous day, date stamp these and perform a
reconciliation of cheques physically received to the IPSL listing per "returned cheques batch order report". These are followed up same day, with either TC issuance or paperwork
being passed to Settlement team to update client.
Control(s): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by the Admin
team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any unreconciled/unexplained items.
with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded to the FSC Operations Manager for final
review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and sends/signs as evidence of final approval. The
reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on SharePoint.”
E controve: C4.9.a.5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to Post Office.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main objective is to
prevent wherever possible any open item(s) falling into an aged (>3 months) category.
The respective Team Managers explains the analysis for their product area at the weekly Team Operational meeting. Open items are prioritised by highest value, date and/or other
steer from Management.
Agreed actions are followed up with respective FSC Team Managers.
The FSC Operations Manager signs and dates the analysis and minutes from meeting with any other supporting documentation and retain as evidence.”
E contro: C4.9.a.11-16 (same control, however assigned to 6 different Team Managers)
Risk: Workload and peaks are not monitored resulting in build-up of back log.
Control objective: To ensure there are frequent monitoring of the teams workload and any necessarily actions are taken pro-actively.
Frequency: Monthly
Control owner: FSC Team Manager(s)
Control description: “The FSC Team Manager monitors on a weekly basis their team’s workload and escalates areas of concern with their reporting line.
Issues affecting the team’s ability to process workloads are flagged by the FSC Team Manager and discussed in the weekly FSC Team Leader meeting.
Ona manthl hacic tha FSC Taam Managar sianc_datac and ratains tha “weakly State” ac avidanca”
76
POLO0088656
POL00088656
1.5.1 Bulk Cheques
77
Bulk Cheques — High Level Process
The investigation is made using Credence, BankTec
The open item identified is the Horizon rem out compared to the cheques processed by IPSL (currently).
Fraud
Open item identified on
POLSAP
Investigate
Bulk Cheques: AP Adjustments
Closed.
Missing Cheque (Resolved with postmaster,
TCissued etc.)
AP Adjustment
Closed.
Former Agents: (Resolved with
postmaster, TP6 issued
Cashiers Adjustment made
Closed:
(Resolved with postmaster,
TCissued etc.)
POLO0088656
POL00088656
78
Bulk Cheques: AP Adjustments
id
Log onto Credence
and run the report
Investigate error
found in SAP
Bulk Cheques
Security Sales
Transactions.
Complete AP
Adjustment Form.
and email to AP
Team
Issue TC
Log onto BancTec to
compare the Horizon
figures with the
cheques received.
POLO0088656
POL00088656
79
Bulk Cheques
Check POLSAP GL line item
display to see figure the office
remmed out on Horizon.
Check BCV and BancTec and
investigate mismatched items.
Ensure that the BCV and
Cheques match in volume and
value
Bulk Cheques: IPSL (Barclays) Processing Errors
Open credence report and
compare with mismatched
items. Looking at what volume
and value of cheques were
received and remmed out.
Complete the relevant
paperwork based upon findings
and pass to the relevant team
for further action*
*Either;
or
or
Or
Annotate SAP with error code
and description of actions taken
and date, change assignment if
TCissued.
Contact IPSL regarding an encoding error (misread cheque)
ine adjustment in SAP due to timing issues of postings
> refund the customer (cheque writer)
POLO0088656
POL00088656
80
Bulk Cheques: IPSL (Barclays) Processing Errors . ee
Error at processing centre (Barclays).
IPSL Find Error
Who finds the error?
Error exists
Bulk Cheque Duty Find Error ——
Open items in SAP will be
annotated with I,
appropriate reference
supplied by IPSL
Email details of error to
Carol (bulk chq
enquiries).
Investigate error in SAP./
Credence/BancTec and
respond to IPSL
IPSL will adjust
Investigate and identify
any errors in Open items
in SAP
Phone call to Processing
Centre Helpline to notify
of error and error details.
Bulk Cheques: Personal Banking Cheques
POLO0088656
POL00088656
Emails from IPSL are filed
81
Bulk Cheque
ersonal Banki!
@
This could have been a personal banking manual
cheque deposit or a BOI savings acct deposit
Receive cheques in post. See
note.
‘Type of intended chequedeposit?
Unidentifiable cheque
Ifthe customers acct or any
transaction cannot be identified
shift to customer creditor GL
awaiting customer query.
Inputs
Receive cheque in post that is made payable to customer.
Recipient want to post cheque to current account, sometimes there’s
an error and the cheque value is posted to Bulk Cheques GL
Andrea has conversation with PB
team — she has a credit in GL that
Pe—I shouldn't be there. Depending
upon the type of cheque different
actions may be required.
Ifthe customer bank accepts
under payments. PB do an
underpayment and take credit
from Bulk GL and credit the
recipients account.
Personal Banking
Ifthe customer bank does not do
underpayments and bank details
are available (reverse of cheque).
Complete CC106 and refund
customer.
cheque.
Put credit into GL 626 205 awaiting phone call from customer to claim
GL 626 2017 if the cheque was made out to POL
POLO0088656
POL00088656
82
1.5.2 Missing Cheques
Missing Cheques: Cases
Missing Cheques Cases
Receive forms from Bulk
Cheques Duty
(Open Missing Cheque Log on
SharePoint. Key and create
new case entries based upon
Forms received form Bulk
Cheques. Each case is given 2
‘Sequential unique reference
‘number.
Go into POLSAP into GL
533281 and search for the
posting as per the form data
and update with the unique
reference number in the text
field Le. nnnnDB or nnnnzT
Run Credence report ‘Option 2]
‘AP and Paystation’ to look for
a previous ten that the
‘customer has used cheque as
‘the MOP. Ifpossible Bulk
Cheques will have already
done this and added the AP
number.
Before any cust
correspondence a query is
made to the branch to locate
the cheque
In the future when working on cases (sending
letters, making phone calls), they are updated
viathe Missing Chq Log s sheet.
Cheque Located?
io
POLO0088656
POL00088656
Ifa date can'tbe found on
Credence, send a first letter toI
[customer via the client. This is
a standard letter to client that,
requests to forward another
enclosed letter to the
customer
Update case file with actions
taken.
Save updated version of
Missing Chq Log s.sheet to
‘SharePoint.
Open letter mail merge, print
and collect letters and send
Save updated version of
‘Missing Chq Log s.sheet to
‘SharePoint.
Open letter mail merge, print
‘and collect letters and send
Missing Chq form and copy of
cheque and any other details
then go into an open case
(paper based) and are stored
in safe place. Filing
Fill in Missing Chq Log s.sheet
i.e, customer address,
comments, letter type, letter
date. This is for mail merge
later in process.
Find a copy of cheque on
BancTec. Use customer details
from cheque and search for
‘customer on 192.com. If
details can't be found, send
request to the client.
Ifa date is displayed in
Credence, log onto BancTec,
perform a BCV search with 3
+4/-5 day range either side of
‘the date found on Credence,
Bulk cheques may have done
this,
83
POLO0088656
POL00088656
Missing Cheques: Cheque to IPSL (Barclays)
84
Missing Cheques to IPSL (Barclays) Be
Receive duplicate cheque in
post from, this would be the
reply toa 1°, 2™ or 3“ letter.
This will contain case number
from customer.
Check on Missing Cheque Log
s.sheet and search for case on
s.sheet.
Upon receiving cheque, IPSL make posting into Bulk Cheques.
When credits are posted Missing Cheques duty will move from 553040
and credit 533281 and manually clear down as it is not open item
managed back onto the missing cheques log change from awaiting credit
to closed and update reason for closure and then file in FSC steel
Usually receive them every day and have a number of
cheques to work on. Completed first thing every morning.
cabinets until destruction date is met
Missing Cheques: Period End Write Offs
Open
Case status?
Closed
Look at status of cheque,
should be ‘Open’, Change
status to ‘Awaiting credit’ and
update comments with
‘Cheque sent to IPSU’. This chq
is that just received from cust
(duplicate).
Open ‘Cheques to IPSU’ s.sheet
from SharePoint site.
Input details from cheque
onto s.sheet.
Ifstatus on s.sheet is closed,
investigate why — look on case
comments. This will tell you
why the case was closed,
original turned up, paid by
debit card instead etc
Print off copy of cheques to IPSL s.sheet, get a photocopy of cheque
and attach to letter that is then sent to IPSL. Fill in a BCV cheques slip
and send along with other documents in letter. [—
You a keep a paper copy of what is sent
POLO0088656
POL00088656
85
Missing Cheques Period End Write Offs >
POLO0088656
POL00088656
These are period end write offs for DVLA only. Write offs for other products occur as soon as we realise a case can’t progress further
Enter missing Chqs on
Sharepoint, dvia requests
missing chqs, dvla march
2016 onwards. SS has
worksheets per month (work
two month in arrears)
Print relevant month sheet from s.sheet.
Go into POLSAP into GL 533281 and view open items.
Filter by FAD and make sure SAPis giving same information as s.sheet —s.sheet is up to date.
This check is to ensure the debt is still there as the original cheque may have turned up, have
been processed and the case closed
In November the duty
will be looking to write
off September chqs
Ifcase isn’t there, investigate why
by looking at ‘all items’.
Understand why the case has been
cleared and make anote of it.
Cross off sheet. No further action.
Clear down in SAP as entries are
still set in GL.533281
Process items — clear items.
On missing chq log s.sheet, change
status to ‘Closed’, provide reason
and date in comments. Paper work
is filed in steel cabinet
Enter sap txn enter g/l acct
document single txn screen and
complete details, value, gl from
and to (fad of branch in 533281
Complete write-off form and give
to Tracy for authorisation.
In Requests s.sheet on relevant
month sheet, highlight all cheques
info in yellow and add comment to
explain they’ve been written off.
Case present?
86
POLO0088656
POL00088656
1.5.3 Unpaid Cheques
Unpaid Cheques: Balancing Cheques
87
Unpaid Cheques — Balancing Cheques ¢
PO Savings, BT, Credit card, ISA, PO telecoms, PO current account (Ad-hoc, only if they haven't been notified the day before. clients need it to be sent before 12:00 EON, N-
power, SSE, PO invoicing, Client settlement, DVLA (2 adhoc- capita and Westminster as and when we get cheques) clients have the file sent to them after 12:00.
Physical cheques received in
mail - Add up cheques.
Interrogate Credence. Add up
cheques again for individual
clients i.e. DVLA, BT, and British
Gasetc.
Open Unpaids Daily Spreadsheet. On Sharepoint
each client has their own tab that contains unpaid data.
All tabs feed through to a balance sheet/jv sheet that
reconciles with the daily cheques received.
Photocopy cheques.
Using FAD & date of txn to
attempt to find the
relevant client, download
from Credence
‘Send copies of Summary Sheet
to clients. Some via email or
some by post.
Ifthe client has no unpaid
cheques, send ‘NIL’ email.
Send Settlement team and
Client Billing team copy of the
full spreadsheet.
Prepare and send post.
Unpaid Cheques: Cheques lost in clearing
POLO0088656
POL00088656
88
Unpaid Cheques — Lost in Clearing
End
Receive fax from bank
querying cheques lost in
clearing. Read sort number or
acct number wrong
Investigate problem in all
systems.
POLSAP.
BancTec
Check Credence for the txn
IPSL realises problem, send 2"!
fax to Unpaids and posts
credit to Bulk Cheques GL
(553040)
If 2" faxis received, unpaids
reply with office code for IPSL
to send money to.
Unpaid Cheques: Early warning fax.
If they don’t receive 2" fax,
unpaid team unpay
customer’s bill. On the
summary sheet which goes to
the client to have the credit
removed
2” fax received?
POLO0088656
POL00088656
89
Unpaid Cheques: Early warning fax
* After 11:30am
Receive fax from IPSL warning
of chqs to be returned the
next day
Check SAP/GL/Open Items in GL.
Issue TC to office (After 3 days if cheque was issued to POL
or 1 day if name of person and can’t identify cheque
Unpaid Cheques: Settlements
Investigate credence for the
transaction
POLO0088656
POL00088656
Fill in details of cheque on
Early Warning s.sheet
Email cashiers team the ‘Total
unpaid cheque figure for them
to fund the account with
correct amount.
Fill in details of cheque on
Early Warning s.sheet.email
the ewss to boi current
account and savings depts
90
Unpaid Cheques: Settlements
*Completed after 11:30. GL is cleared daily
Using the Unpaids Daily
s.sheet JV tab from
SharePoint. and GL in POLSAP.
Open polsap and goto gl
account postings, using the jv
tab post to all relevant gl/
vendor accounts
Clear down the GL 533306 any boi,
redirection and cac need to be posted back
to the account (this is 1500 dr cleared
against 1200 cr use clear with posting to
clear the two values and post back the 300
dr) unidentified chqs are posted to 533301
and the TCs are issued from this account
(533301). TC if Nikki cannot find to which
client the cheque belongs (branch has not
correctly filled in chq rear)
If they have cashed a chq in back office i.e
remmed out then cashed and the chq has
bounced results in TC
Txn not chq acceptable
POLO0088656
POL00088656
91
POLO0088656
POL00088656
1.5.4 Moneygram High Level Process
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Tracy Mather
Background
Investigates differences between MoneyGram system and Horizon system
MoneyGram transactions in POLSAP are identified with doc type KC whereas Horizon transactions in POLSAP are identified with doc type RV. The team also receives a
breakdown of Horizon and MoneyGram files and these are downloaded to Excel and saved in SharePoint. Majority of all TCs issued for MoneyGram are related to SEND
transactions. MoneyGram send the file via e-mail to our Settlement team who then upload it into POLSAP
POLSAP GL accounts:
* 627030 — Unmatched MoneyGram transfers (send)
* 627031 —- Unmatched MoneyGram transfers (receive)
92
POLO0088656
POL00088656
TC-MoneyGram
Branch
Mone ram Fle
z
3
3
8 weceoet
2
mee “uae eee aaa aun
(627030 (Send) and aerence
U (Receive) No
i
Upload file to POLSAP. !
Settlementteam
93
POLO0088656
POL00088656
Activi MoneyGram
(Chronological steps in the process:
1. Customer require a cash sum to be sent (normally abroad)
2. Customer fills in form, name, address, etc.
3. Postmaster takes the money from customer and enter into HORIZON
4. Atransaction reference receipt is generated from Horizon and this reference number is the customers proof of purchase
5. Post Office must be sure that no transaction reference is given to the customer if customer has not paid the money (because the transaction can be “live” in the
MoneyGram system.
6. Customer send the reference to end receiver
7. End receiver goes to either a post office or MoneyGram agent with ID and transaction reference number and funds are paid out.
8. In POLSAP doc type = KC is MoneyGram and RV comes from Horizon
1. Receive MoneyGram file daily and upload into POLSAP (Settlement team)
2. Log into POLSAP G/L account 627030 (Send) transaction and G/L 627031 (Receive) transaction. (Cheque and MoneyGram team)
3. POLSAP screen shows wherever there is a discrepancy between MoneyGram and Horizon
4, Download into excel HORIZON file and save in SharePoint, (Cheque and MoneyGram team)
5. Download into excel MoneyGram file and save in SharePoint, (Cheque and MoneyGram team)
6. TC for SEND ~a TC is issued to correct Branch account in POLSAP by either placing liability or receivable back to Branch. E.g. A Transaction has been reversed in
HORIZON but not cancelled in MoneyGram (Branch needs to retrieve money back from MoneyGram or take the hit), or a transaction has been cancelled in
MoneyGram and not reversed in Horizon, TC is issued to replace the missing reversal., (Cheque and MoneyGram team)
7. Issue TC to Branch, (Cheque and MoneyGram team)
8. Accept TC (Branch)
94
POLO0088656
POL00088656
Risk & Control MoneyGram
95
POLO0088656
POL00088656
Control(s): TC12.01
Risk: Variances arise in MoneyGram transactions that are not investigated, resulting in aged open items
Control objective: To identify potentially incorrect MoneyGram transactions and highlight for investigation
Frequency: Annual
Control owner: FSC Team Leader (Tracy Mather)
Control description: On a daily basis a transaction report is received from MoneyGram which is uploaded to POLSAP. POLSAP automatically matches send and receive transactions
declared by branch within Horizon against the MoneyGram report. A list of remaining open items is generated and recorded within GL codes:
- 627030 — Send
- 627031 — Receive
Control(s): TC12.02
Risk: Variances arise in MoneyGram transactions that are not investigated, resulting in aged open items
Control objective: Identify and investigate open MoneyGram items
Frequency: Daily
Control owner: FSC Team Leader (Tracy Mather)
Control description: On a weekly basis the FSC run a GL report on 627030 and 627031 to identify all unmatched MoneyGram transactions. Balances identified are followed up with
the relevant branches / MoneyGram and TC's issued where errors identified.
Control(s): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by the Admin
team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any unreconciled/unexplained items
with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded to the FSC Operations Manager for final
review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and sends/signs as evidence of final approval. The
reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on SharePoint.”
B controvs C4.9.a.5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to Post Office.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main objective is to
prevent wherever possible any open item(s) falling into an aged (>3 months) category.
The respective Team Managers explains the analysis for their product area at the weekly Team Operational meeting. Open items are prioritised by highest value, date and/or other
steer from Management.
Agreed actions are followed up with respective FSC Team Manager:
96
POLO0088656
POL00088656
1.5.5 Moneygram Open Items — Send or Receive
97
Moneygram (MGM)
GL Account Line Item
Display in POLSAP. Filter
for all open items.
Select the required open
item and investigate
Cash or Debit Card
Tn?
Ifthe chosen open item is a
single entry then open all
items for this branch and
check if an adjustment has
been made.
Filter to find transactions
relating to item, investigateI
Whether it was paid by
‘cash or debit card,
Go to SharePoint and open
Ifthe chosen item has RV Horizon and Moneyeram
and KC (Ho & Client) data files with the same
entries then continue. date as the open item
chosen to investigate,
Go to Credence, using the Select required FAD, locate
Security Sales Transaction ail data in both files
report enter required relating to open item. Note
Send or Receive Txn? parameters relating to relevant MGM reference
investigation and and tun reference number
Recohe download results to excel from the Horizon file.
‘Cash Send Cash Receive ‘Send Only
Ifa credit value open item;
‘And the Horizon report shows cancelled but
ot reversed issue a credit TC
Hfa debit value open item;
‘And hoz report shows reversed but not
‘cancelled = debit TC
Ifthe branch cancels the tn this will refund
the cash to branch unless the txn has been
picked up (encashed) in which case the branch
will be issued a debit TC
Failed txns shows as zero value on Horizon withI
no reference number but appear on the MGM.
file as the connection was made with MGM.
during the bn this creates a debit in POLSAP a
TC is required the team will also provide the
branch with the MGM reference number so
‘the branch can cancel the txn in Horizon,
receive bn,
If there's credit open item usually this is
proper to MGM as this could be a reversed
Ifthe tin is a debit card MOP and a credit valueI
mark as ‘Debit Card’ on GL line item display in
POLSAP. if not picked up by Debit Card Team
after 4 weeks this will be moved into Customer
Creditors acct, 626205.
Ifthe tin is a debit card MOP and a debit value
‘and the Horizon report shows;
Reversed but not cancelled issue a debit TC.
POLO0088656
POLO0088656
98
1.6 AP Clients Enquiries
Background
Customer pays a bar coded bill or swipe card to pay a utility bill, council, tax, rent etc. Responding to queries being raised etc.
A dedicated team member updates the “Enquiries spreadsheet”, the log has macros for SLA and turnaround times.
POLSAP GL accounts:
*® 627211 -payments from customers to be passed on to bank to pay vendors
* 620119 — Holding account for AP miss-keys noted, prior to issuing TC
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Tracy Middleton
POLO0088656
POL00088656
99
POLO0088656
POLO0088656
100
POLO0088656
POL00088656
A Automated Payments
Chronological steps in the process:
1. Receive enquiry from NBSC/Customer care/Client(s) (AP9 form) (via AP enquiry mailbox) (Automated Payments Enquiry Team)
Log query into “Enquiries spreadsheet”, (Automated Payments Enquiry Team)
Move Query from AP enquiry inbox to relevant subfolder, (Automated Payments Enquiry Team)
Investigate and establish nature of error, check in CREDENCE/BANK TECH, (Automated Payments Enquiry Team)
Where required request further information/documentation from Client, (Automated Payments Enquiry Team)
Update any AP9 form and return to client and fill in form “POL/CLIENT incident report” (Overpayment / Underpayment) (all form have incident number), system
generated incident number and add own initial and (A=TC, E=Internal adjustment,) (Automated Payments Enquiry Team)
7. Update log “Enquiries spreadsheet” with Status (1=Require pre-approval from “re-sellers”, 2=Sent to Settlement, 3=Completed (form received back from
Settlement and TC issued where required)
8. Print 3 hardcopies, keep 1 and file, 2 copies to settlement team in-tray, (Automated Payments Enquiry Team)
9. Receive 1 signed and dated copy back from Settlement team (they have actioned what was on the form), (Automated Payments Enquiry Team)
PnNPwy
10. File signed copy from Settlement team in team folder, (Automated Payments Enquiry Team)
11. Determine next step: a)No action and file, b)Action with TC
12. Where applicable issue TC in POLSAP with ref number=Incident number
13. Branch accept TC
14. End
101
POLO0088656
POL00088656
Risk & Control Automated Payments
Control(s): TCO3.02
Risk: Transaction correction is incorrectly issued
Control objective: Ensure TC is issued in line with automated payment query resolution
Frequency: As needed
Control owner: FSC Team Leader (Tracy Middleton)
Control description: Once a resolution is determined, the "Automated payments enquiry team" (APET) print 3 copies of the "POL client incident report" (PCIR). One copy of the PCIR
is retained and two copies are passed to the "Settlement team" (ST). The ST review, sign and date the PCIR as evidence of approval. One copy of the PCIR is retained by the ST and theI
final copy is passed to the APET who compare this to the original document and use the approved figures for issuing the TC (incident number is used as TC reference - allows
tracking).
B contro C4.9.a.11-16 (same control, however assigned to 6 different Team Managers)
Risk: Workload and peaks are not monitored resulting in build up of back log.
Control objective: To ensure there are frequent monitoring of the teams workload and any necessarily actions are taken pro-activily.
Frequency: Monthly
Control owner: FSC Team Manager(s)
Control description: “The FSC Team Manager monitors on a weekly basis their teams workload and escalates areas of concern with their reporting line.
Issues affecting the team’s ability to process workloads are flagged by the FSC Team Manager and discussed in the weekly FSC Team Leader meeting.
Ona monthly basis the FSC Team Manager signs, dates and retains the “weekly Stats” as evidence.”
B controvs C4.9.a.17
Risk: Control accounts are not monitored on a regular basis resulting in unjustified and unexplained aged balances.
Control objective: Control accounts are monitored on a regular basis and action taken to clear any aged items without unnecessarily delay.
Frequency: Monthly
Control owner: FSC Team Manager
Control description: “The FSC Team Manager monitors on a monthly basis all outstanding TC's over 5 weeks on control account 'A/C 629310 Outstanding Transaction Correction
Cash’. All issued TC’s related to “Cash” are also posted on Control account 'A/C 629310 ‘ to enable overall monitoring, and an e.mail reminder is automatically sent each month to TC
issuer for all open TC's > 5 weeks. The TC issuer annotates for own area of responsibility an explanation/action against each open TC. The information from each TC issuer with open
TCs are collated, monitored and followed up with TC issuer via control 'A/C 629310’.
Once satisfied that all open TCs have a justification with action - the FSC Team Manager signs, dates and files the open item report on control 'A/C 629310' as evidence of review.”
102
POLO0088656
POL00088656
1.6.1 General Client Enquiries (BAU)
High level of the process when using Dynamics ie BG contact POL re a bill payment
Process below how to work an enquiry.
No paper based internal process as all is completed in Dynamics
One duty holder opens all enquiries in the Dynamics inbox then sense checks all of the info and creates the cases in Dynamics
All internal and external comms are sent using email via Dynamics
103
POLO0088656
POLO0088656
1.6.2 Passports — Gov Services?
104
POLO0088656
POLO0088656
Passport Enquiries
process
Sense
checked by
Team al
data
provided
Originator NBSC via dynamics
Istheir
information
provided
Email Team inbox in
dynamics now
Request more
information from
the source
‘© Date(Trans)
© FADCode
Once dupleate © Branch Name
identified Issue © Value
Close in Dynamics Credit TCin Polap © Date Raised
within 2 weeks +__Passport number
Duplicate
{ook for duplicate
‘ona database or
mismatch
Open UKPA
Provided POL has not databas
charged them acredit
transaction correction
can be issued
:
Mismatch: AIINBSC eng
ifwe have been
charged call to the
branch try 3 times
No contact from
Branch
105
1.6.3 Paystation
Background
POLO0088656
POLO0088656
Payment terminal used for payments of certain bills, top up of Mobile phones and Energy top up etc.
POLSAP GL accounts:
627236 — Paystation ping transactions
629122 — Paystation holding account
Glossary of Control Owners
Job Title
FSC Team Leader
Tracy Middleton
Below relates to an NBSC call raised by branch for missing TAs
Paystation BAU
106
POLO0088656
POL00088656
Process relates to an IMR where a branches Paystation terminal has ceased working and they have raised a call with Ingenico. The branch has been asked to submit their
branch copy receipts for Ingenico to recreate the TA for the branch, however, if there are missing receipts the IMR form is raised by Ingenico for AP Team to issue a TC to
create the Horizon postings. Or relates to a gen case is this IMR = NO stream. File case should be closed in Dynamics.
BEES ee reeroceviaRION eat I aricewanonzon
58 ——
2 man eion aon] owauaniom im Invert and intensvoy I _ [Pesan -
é i ” Sota
2 i
1
‘ r
107
POLO0088656
POL00088656
(Chronological steps in the process:
1, Receive enquiry from Branch/NBSC/Customer care, IMR form these will all land in Dynamics
2. Log query into I Dynamics and create the case
3. Review query
a. Query related to IMR — receive IMR form from Ingenico
b. Review IMR form and Issue TC (where applicable)
c. Update Dynamics and check that TC is accepted on G/L acc. 627236
d. Once TC is accepted move TC from G/L 627236 to Creditor Holding acc 629122
e. Update Dynamics and end.
4. Investigate and establish nature of error, check in CREDENCE/BANK TECH, (Automated Payments Enquiry Team)
5. Fillin form “POL/CLIENT incident report” (Overpayment / Underpayment) (all form have incident number), system generated incident number and add own initial
and (A=TC, E=Internal adjustment,) (Automated Payments Enquiry Team)
6. Update Dynamics with activities
7. Print 3 hardcopies, keep 1 and file, 2 copies to settlement team intray, (Automated Payments Enquiry Team)
8. Receive 1 signed and dated copy back from Settlement team (they have actioned what was on the form), (Automated Payments Enquiry Team)
9. File signed copy from Settlement team in team folder, (Automated Payments Enquiry Team)
10. Determine next step: a)No action and file, b)Action with TC
11. Where applicable issue TC in POLSAP with ref number=Incident number
12. Branch accept TC
13. End
108
POLO0088656
POL00088656
& Control PayStation
109
POLO0088656
POL00088656
Control(s): TC14.01
Risk: Paystation variances become aged and are not investigated and resolved
Control objective: To ensure aged balances are reviewed and cleared down periodically
Frequency: Annual
Control owner: FSC Team Leader (Tracy Middleton)
Control description: An annual ageing review is performed on Paystation variances (GL 629122) arising on non-polled terminals with write off being performed for all balances aged
in excess of 3 years.
Control(s): TC14.02
Risk: Queries in relation to Paystation are not investigated in a timely manner, resulting in incorrect aged balances and loss of goodwill
Control objective: Monitor and investigate open items
Frequency: Weekly
Control owner: FSC Team Leader (Tracy Middleton)
Control description: When a query is received in relation to Paystation, the enquiry is entered into the workflow system. An actionable date is placed on the system and this is
updated each time the query is worked on. A weekly review is performed on the "workflow" system to ensure all actionable dates are reasonable and that items are being processed
in line with the system schedule - amendments are made to dates and workflow where required.
Control(s): TC14.03
Risk: Paystation variances become aged and are not investigated and resolved
Control objective: Monitor and investigate open items
Frequency: Weekly
Control owner: FSC Team Leader (Tracy Middleton)
Control description: On a weekly basis the Automated Payments Enquiry team review GL 627236 and transfer all accepted transaction corrections into 629122 to allow monitoring
and aging review. Where transaction correction is not accepted this is followed up as per the workflow system timings.
Control(s): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by the Admin
team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any unreconciled/unexplained items
with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded to the FSC Operations Manager for final
review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and sends/signs as evidence of final approval. The
reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on SharePoint.”
B controls: C4.9.a.5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to Post Office.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main objective is to
nrevent wherever nassihle anv anan item/s) falling inta an aged (>2 manths\ categar
110
POLO0088656
POL00088656
1.6.4 Pre Order Foreign Currencies
Background
This process is for pre-order of foreign currency.
Customer can either:
PRE ORDER - Order direct from Branch
CLICK AND COLLECT - Order direct Online with First rate and pick up in Branch, or order direct via phone to First rate and pick up in Branch.
POLSAP GL accounts:
*® 629310 — Outstanding Transaction Corrections (The whole Branch Corrections team uses this account)
Settlement team would have an open item in case the team forgets to issue a TC.
111
POLO0088656
POL00088656
Pre Order
5 gran
$e" faecal ever ser reat
ipa
Via Horton ietrtce to POLS
mal iestatefBranch
ararenorder check APO? reisued TeAacceeed
Ha Frstratepre order, conact Branch
Has Reeve ng ey contin ot ve cer nppuet sue <tt> ocaanare tne I eeu
supparing doce
Update
Updates at Uptatelog wih Aion TC / No Tete
Dynamics = a
Dynamics
FscreamMarager
orehiymonitor TC
Settlement
& €
HG Gan “car”
esse week SC Team
as" Mansgemosare
112
POLO0088656
POL00088656
Activity — Pre-Order
PeErnauawn
(Chronological steps in the process:
1.
Query raised due to currency error.
Automated Payments Team logs query into MS Dynamics.
Automated Payments Team investigate error; is this a Branch or First Rate pre order.
If First Rate contact First Rate and advise of Query — await response.
If a Branch pre order investigate APOP.
Gather supporting documentation.
Contact First Rate or Branch and discuss proposed actions, issue evidence.
If no TC is required confirm with Branch or First Rate everything is okay and update Dynamics, close case.
If TC is required issues TC.
10. Branch accepts TC.
11. Advise Settlement Team to Debit or Credit First Rate, based upon TC type issued.
12. File and Close case on Dynamics.
POLO0088656
POL00088656
B contro: C4,9.a.11-16 (same control, however assigned to 6 different Team Managers)
Risk: Workload and peaks are not monitored resulting in build-up of back log.
Control objective: To ensure there are frequent monitoring of the teams workload and any necessarily actions are taken pro-actively.
Frequency: Monthly
Control owner: FSC Team Manager(s)
Control description: “The FSC Team Manager monitors on a weekly basis their team’s workload and escalates areas of concern with their reporting line.
Issues affecting the team’s ability to process workloads are flagged by the FSC Team Manager and discussed in the weekly FSC Team Leader meeting.
Ona monthly basis the FSC Team Manager signs, dates and retains the “weekly Stats” as evidence.”
Control(s): C4.9.a.17
Risk: Control accounts are not monitored on a regular basis resulting in unjustified and unexplained aged balances.
Control objective: Control accounts are monitored on a regular basis and action taken to clear any aged items without unnecessarily delay.
Frequency: Monthly
Control owner: FSC Team Manager
Control description: “The FSC Team Manager monitors on a monthly basis all outstanding TC's over 5 weeks on control account 'A/C 629310 Outstanding Transaction Correction
Cash’. All issued TC’s related to “Cash” are also posted on Control account 'A/C 629310 ‘ to enable overall monitoring, and an e-mail reminder is automatically sent each month to TC
issuer for all open TC's > 5 weeks. The TC issuer annotates for own area of responsibility an explanation/action against each open TC. The information from each TC issuer with open
TCs are collated, monitored and followed up with TC issuer via control ‘A/C 629310".
Once satisfied that all open TCs have a justification with action - the FSC Team Manager signs, dates and files the open item report on control ‘A/C 629310 as evidence of review.”
114
POLO0088656
POLO0088656
16.5 Pre-Order
Relates to case logging/creation/update in Dynamics
= Ed
fjeeaBa-e-=seo=g
115
POLO0088656
POL00088656
1.6.6 Online Order
Relates to case logging/creation/update in Dynamics
116
POLO0088656
POL00088656
1.6.7 Click and Collect
Relates to case logging/creation/update in Dynamics
117
1.6.8 TMC & Currency
POLO0088656
POL00088656
Background
Travel money card is a card where you can load money on the card and use e.g. abroad. (Multi-currency card, e.g. can put multiple currencies on it).
no day to day involvement from the team, only via queries from First Rate, Branch etc.
Settlement team would have an open item in case the team forgets to issue a TC or settle with First Rate.
POLSAP GL accounts:
*® 627024 — travellers cheque matching account Travellers’ Cheques
e 555083 — currency sales made in branches TMC.
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Tracy Middleton TMC
FSC Team Leader Andrea Green Travellers’ Cheques
There are
118
POLO0088656
POL00088656
119
(CREDENCE
Automated Payments
Enquiry Team
Settlement
ecove proposed
aeson/advse
ep T
Mona Mona
fecardot secodot
Teiseued ea
romain ansseton Tercepted
T T inerfce
irertce rere snerfce
Telsued
Fecardot ecard Terccotad
vranscton anseton i
mat fies ite or ach
Upload ua Acontve
‘here ies
Record of
Fest Rte
Gaal
Val appro.
tery ai
coal?
FscTeamMonager
eomymantorT
Cento scaure
“aaRID Cast”
i or Branch enase
es mbox T k
: ind
cee “ae
ebitferedit First eee
‘Rate settlement ee i
POLO0088656
POL00088656
120
POLO0088656
POL00088656
Activity - First Rate
(Chronological steps in the process:
1. Customer buys Travel Money Card from branch
Branch input into Horizon. Branch)
Upload file to CREDENCE (Accenture)
Receive enquiry from First rate/Branch etc. (via AP enquiry inbox) (Automated Payments Enquiry Team)
Log query into “Enquiries spreadsheet”, (Automated Payments Enquiry Team)
Move Query from AP enquiry inbox to Travel Money Card folder, (Automated Payments Enquiry Team)
Investigate and establish nature of error, check in CREDENCE, (Automated Payments Enquiry Team)
Confirm proposed action with First rate/Branch (Automated Payments Enquiry Team)
Determine if TC is required (Automated Payments Enquiry Team)
10. Where no TC is required — transaction seems OK and advise Frist rate/Branch (Automated Payments Enquiry Team)
11. If TC needed complete Settlement Sheet to inform Settlement Team to debit/credit First Rate accordingly and await signed sheet to be returned
(Automated Payments Enquiry Team)
12. Update “Enquiries spreadsheet” , (Automated Payments Enquiry Team)
13. Issue TC in POLSAP (Automated Payments Enquiry Team)
14, Update “Enquiries spreadsheet” , (Automated Payments Enquiry Team)
15. Branch accept TC, (Branch)
16. End
Cen aupwnr
Risk & Control First Rate Travel Money Card
POLO0088656
POL00088656
Control(s): TC10.01
Risk: First Rate travel money card transaction corrections are not agreed with third party, resulting in subsequent variances
Control objective: To ensure transaction corrections are confirmed with third party prior to processing
Frequency: As required
Control owner: FSC Team Leader (Tracy Middleton)
Control description: When a resolution is concluded, an email is sent to First Rate or Branch to confirm the proposed action. "No response" is taken as agreement to the correction.
If First Rate query the correction then they will contact the automated payments enquiry Team via encrypted email and the correction will be revisited. Final email confirmation is
sent once query resolved.
Control(s): TC10.02
Risk: Travellers cheque encashment balances are not recoverable from third party
Control objective: Agree encashment with third party
Frequency: Weekly
Control owner: FSC Team Leader (Andrea Green)
Control description: Ona weekly basis a file containing all traveller’s cheque encashment balances where support has been received by First Rate (FR) is obtained from FR and
uploaded into POLSAP. Automatic matching is performed between the uploaded report and horizon transactions from branch.
Control{s): TC10.03
Risk: Travellers cheque encashment balances are not recoverable from third party
Control objective: Identify and investigate open items
Frequency: Weekly
Control owner: FSC Team Leader (Andrea Green)
Control description: On a weekly basis the FSC run a GL report (627024) to identify all unmatched cheque encashment balances. Balances identified are followed up with the
relevant branches and TC's issued where errors identified.
Control(s): TC10.04
Risk: Travellers cheque encashment balances are not recoverable from third party
Control objective: Identify items for write-off
Frequency: Monthly
Control owner: FSC Team Leader (Andrea Green)
Control description: In the last week of each period an ageing review is performed on GL 627024 to identify all unmatched items in excess of 2 months aged. Where a TC has not
been issued for these, the balance is written off to the profit and loss.
Control(s): C4.9.a.11-16 (same control, however assigned to 6 different Team Managers)
Risk: Workload and peaks are not monitored resulting in build up of back log.
Control objective: To ensure there are frequent monitoring of the teams workload and any necessarily actions are taken pro-activily.
Frequency: Monthly
Control owner: FSC Team Manager(s)
Control description: “The FSC Team Manager monitors on a weekly basis their teams workload and escalates areas of concern with their reporting line.
122
POLO0088656
POL00088656
123
POLO0088656
POL00088656
This relates to case updating on Dynamics &
124
POLO0088656
POL00088656
1.6.9 Government Services
Background
License applications for e.g. UK Border Agency, SIA Security Industry Authority & Driving Licences.
Glossary of Control Owners
Job Title
FSC Team Leader Tracy Middleton
125
POLO0088656
POL00088656
eceve and sippy Recowe ana conten ranch Roce and
btormaton req propowd ator seep Te
eco of Gian cory
“eanaacions) vatis/aperowes I I 1eiswed'm pr
hutmastymatsx I I Aumonty mati
I
mal A enguty mabac
‘9A. UX border Agony, OVUb=CREDENCE, Pasiprs=SOL
E
Bes
gee reste ne cima] [Weasel Tamas] [acne
22> cove 8105 cxnian ot ‘stonvam Chom ‘stom seine prmdie? I I spedsemdeepy Tease odin
BEE ont a ‘enya FY cence FO Yee jccSeoscncnenI I Seana ne
22 eon reve vot comevar Pt
‘Update
‘cua I ‘cuter I) 2eopesinSextement seam etsy ssaoynanic
5c Team Manager
orth montor 1
oni! xroure,
Cisais
weskly SC Tea
Manager meeting
Dynamics
cove “POY
cunt wets I
report
Review ivan Nontorn
Settlement
team
Wes Team
Automated
Payments
Enquiry Team
Team Manager
126
POLO0088656
POL00088656
Government Set
(Chronological steps in the process:
1. Receive enquiry from Client (e.g. SIA, DVLA, Branch etc.) (via Dynamics) (Automated Payments Enquiry Team)
2. Log query into Dynamics (Automated Payments Enquiry Team)
3. Investigate and establish nature of error , check in CREDENCE for (SIA, UK border Agency, DVLA renewals), (For Passport enquiries check database SQL) (Automated
Payments Enquiry Team)
4. Confirm proposed action with Client, for SIA/DVLA only (If query is from Branch fill in Incident report), (Automated Payments Enquiry Team)
5. Fill in form -where applicable for Client- the “POL/CLIENT incident report” (Overpayment / Underpayment) (all forms have incident number), system generated
incident number and add own initial and (A=TC, E=Internal adjustment,) (Automated Payments Enquiry Team)
Update Dynamics and add activities (Automated Payments Enquiry Team)
Receive 1 signed and dated copy back from Settlement team (they have actioned what was on the form), (Automated Payments Enquiry Team)
. File signed copy from Settlement team in team folder, (Automated Payments Enquiry Team)
10. Determine next step: a) No action and file (Code=E), b)Action with TC (code=A), (Automated Payments Enquiry Team)
11. Where applicable issue TC in POLSAP with ref number=Incident number, (Automated Payments Enquiry Team)
12. Branch accept TC, (Branch)
13. End
6.
7. Print 3 hardcopies, keep 1 and file, 2 copies to settlement team Intray, (Automated Payments Enquiry Team)
8.
9.
127
POLO0088656
POL00088656
Risk & Control - Government Services
B contro C4.9.a.11-16 (same control, however assigned to 6 different Team Managers)
Risk: Workload and peaks are not monitored resulting in build up of back log.
Control objective: To ensure there are frequent monitoring of the teams workload and any necessarily actions are taken pro-activily.
Frequency: Monthly
Control owner: FSC Team Manager(s)
Control description: “The FSC Team Manager monitors on a weekly basis their teams workload and escalates areas of concern with their reporting line.
Issues affecting the team’s ability to process workloads are flagged by the FSC Team Manager and discussed in the weekly FSC Team Leader meeting.
On a monthly basis the FSC Team Manager signs, dates and retains the “weekly Stats” as evidence.”
B contro: 4.9.a.17
Risk: Control accounts are not monitored on a regular basis resulting in unjustified and unexplained aged balances.
Control objective: Control accounts are monitored on a regular basis and action taken to clear any aged items without unnecessarily delay.
Frequency: Monthly
Control owner: FSC Team Manager
Control description: “The FSC Team Manager monitors on a monthly basis all outstanding TC's over 5 weeks on control account 'A/C 629310 Outstanding Transaction Correction
Cash'. All issued TC’s related to “Cash” are also posted on Control account 'A/C 629310 ‘ to enable overall monitoring, and an e.mail reminder is automatically sent each month to TC
issuer for all open TC's > 5 weeks. The TC issuer annotates for own area of responsibility an explanation/action against each open TC. The information from each TC issuer with open
TCs are collated, monitored and followed up with TC issuer via control 'A/C 629310’.
Once satisfied that all open TCs have a justification with action - the FSC Team Manager signs, dates and files the open item report on control 'A/C 629310’ as evidence of review.”
128
1.6.10 DVLA
POLO0088656
POL00088656
Background
Vehicle tax payments to DVLA.
FSC Team Leader
Glossary of Control Owners
Tracy Middleton
129
POLO0088656
POL00088656
oes
Bes ci nese
83¢ ee
ge
&8 aoe
E
2
Checkin CREDENCE/BANK TCH
&
rf ®e nd Me
g
§ emo Hard cony
é
acevo “POY
Settlementteam
#
Team Manager
‘Automated
Payments Enquiry
Team
130
POLO0088656
POL00088656
(Chronological steps in the process:
Receive enquiry from NBSC/Customer care/client (AP9 form) (DVLA) (via AP enquiry inbox) (Automated Payments Enquiry Team)
Log query into “Enquiries spreadsheet”, (Automated Payments Enquiry Team)
Move Query from AP enquiry inbox to relevant subfolder, (Automated Payments Enquiry Team)
Investigate and establish nature of error, check in CREDENCE/BANK TECH, (Automated Payments Enquiry Team)
Where required request further information/documentation from Client, (Automated Payments Enquiry Team)
Update any AP9 form and return to client and fill in form “POL/CLIENT incident report” (Overpayment / Underpayment) (all form have incident number), system
generated incident number and add own initial and (A=TC, E=Internal adjustment,) (Automated Payments Enquiry Team)
7. Update log “Enquiries spreadsheet” with Status (1=Require pre-approval from “re-sellers”, 2=Sent to Settlement, 3=Completed (form received back from
Settlement and TC issued where required)
8. E.mail “POL/CLIENT incident report” to Settlement team and DVLA and print 1 hardcopy for own filing, (Automated Payments Enquiry Team)
9. Receive 1 signed and dated hard copy back from Settlement team (they have actioned what was on the form), (Automated Payments Enquiry Team)
10. File signed hard copy from Settlement team in team folder, (Automated Payments Enquiry Team)
11. Determine next step: a)No action and file, b)Action with TC
12. Where applicable issue TC in POLSAP with ref number=Incident number
13. Branch accept TC
14, End
QaPWwnr
131
Risk & Control DVLA
POLO0088656
POL00088656
B contro C4,9.a.11-16 (same control, however assigned to 6 different Team Managers)
Risk: Workload and peaks are not monitored resulting in build-up of back log.
Control objective: To ensure there are frequent monitoring of the teams workload and any necessarily actions are taken pro-actively.
Frequency: Monthly
Control owner: FSC Team Manager(s)
Control description: “The FSC Team Manager monitors on a weekly basis their team’s workload and escalates areas of concern with their reporting line.
Issues affecting the team’s ability to process workloads are flagged by the FSC Team Manager and discussed in the weekly FSC Team Leader meeting.
Ona monthly basis the FSC Team Manager signs, dates and retains the “weekly Stats” as evidence.”
B controus): 4.9.4.7
Risk: Control accounts are not monitored on a regular basis resulting in unjustified and unexplained aged balances.
Control objective: Control accounts are monitored on a regular basis and action taken to clear any aged items without unnecessarily delay.
Frequency: Monthly
Control owner: FSC Team Manager
Control description: “The FSC Team Manager monitors on a monthly basis all outstanding TC's over 5 weeks on control account 'A/C 629310 Outstanding Transaction Correction
Cash'. All issued TC’s related to “Cash” are also posted on Control account 'A/C 629310 ‘ to enable overall monitoring, and an e-mail reminder is automatically sent each month to TC
issuer for all open TC's > 5 weeks. The TC issuer annotates for own area of responsibility an explanation/action against each open TC. The information from each TC issuer with open
TCs are collated, monitored and followed up with TC issuer via control 'A/C 629310'.
Once satisfied that all open TCs have a justification with action - the FSC Team Manager signs, dates and files the open item report on control 'A/C 629310! as evidence of review.”
132
POLO0088656
POL00088656
17 Stock & Mails
Glossary of Control Owners
Job Title
FSC Team Leader Tracy Middleton
Background
Monitoring of Royal Mail stock products, (Stamps) and adjustments.
REMIT IN is a means of accounting for received stock (stamps) and has no cash effect on the Branch, whereas a Stock adjustment has a Cash effect. When a
branch receives stock it should always be REMIT IN. The ownership of stamps sits with Royal Mail and the Branch gets a commission for each stamp sold.
Wrongful stock adjustments could potentially lead to misstatement of sales data from Royal Mail.
133
TC- Part 1 Stock - Non Rem.
5 courier Sarpsdetnery es
& fgg Month Cane?
cE Checkcontentand ee ee (Physical vs, >-Noy Sale / Sle reversal ébvie of REMIT NF —9 EMITIN as ast
‘count vs. HORIZON) OnzON
Fd aa I I
awn
g REMITIN Pouch Record of ‘Stock balance Record of Stock
Fs Teausaion Teesaion
5 adjustment
2
I
Interface Wneerface
2 ecard ot I
8 fecersofal Non als Repr ‘ tencactons I
2 \ I
5 ! ‘compare I
! I
i ivi Bae
fun Nonsdles repo
tecordot
Fa despatched
&
——<_
eto GALA
Tun Daly Repo in ideal he Sok f “Rive Boneh l
eden Toemmtn I I pmdettathveI [TaghmGaw ] — [Conprenmaks tabs covecia 7
dounigadreortto I_I shorepomt and een adhe, and very what fosI__ repre CREDENEE actor te REMIT Sectioning
‘cel Cheecfor I] ker on highest eases are been physialy I] todesentched stok Wand ast tock aythe Non sales
Branch Stock value ‘logged in MS despatched from GALAKY ‘or do sales reversal bins
Mails and Stock team
E
t
Gam
F5C TeamMarager Morehly
moniter TCcantrl account
"629320 stock”
No, chase up Ban
Gaais
weekly FSC Team
Manager meeting
POLO0088656
POL00088656
134
TC - Part 2 Stock - Non Rem
5
$
FA Negative /positive
5 eee (Poste Manually Aecept TC Manvally
a
z
S Value ofstock
g adjustment Teissued Te Accepted
Fa
o a)
oy
Tt I
interface Trea interace
Record of
Record of transactions
issue Te Accepted
transactions (suspense TClssued ia E
account) 4
I
E ‘Advice Branch todo 3.a5/
5 Issuea Volume TC a tock adustment c4aa6
& to reduce stock ond entet bes ito weekly FSC Team
3 AD HOC requests Suspense. Issue TC Operational
2 ~ ‘tooffset POLSAP meeting
2 lo Suspense (Open
S fecelve request Investigate and Keates ST Postage)
6 aid wth Stock establish the rature -9< fetatesto ve
2 Discrepancy oferor pen Postags
Fs I
iG
4 :
= ces G9.aat 43.020 C4305
A Log request/query II I FSC TeamManager Monthly I I vatid/ approved I I TCissuedasper I I weekiyFSC Team Updatecase in ms I_I oLirba
5 with supporting [2 I monitor TC control account Authority matedx ‘Authority matrix ‘Manager meeting ‘Dynamics Finance
a documentation "629320 Stock”
2
2
POLO0088656
POL00088656
135
Aci
ity - Stock non Rem
Chronological steps in the process:
1. Scheduled delivery / Request for extra (additional to already scheduled) Stamps to NBSC Helpline (Branch)
Swindon courier (CVIT) a Pouch and despatch to Branch (Swindon)
3. Check content and REMIT IN (manually) into HORIZON (Branch)
4, Selling of stamps enter into HORIZON (Branch)
5. _ End of Month (Balancing period) take physical stock count (Branch)
6. Print off balance in HORIZON and compare to physical stock (Branch)
7. Ifany difference — do a sale or a sale reversal (Branch)
8. Run daily report in CREDENCE and download to excel to check for Branch Stock adjustments (report shows all stock adjustments made by all Branches) (Mails and Stock team)
9. Save daily report in SharePoint “Stock Adjustments dd.mm.yy”, (Mails and Stock team)
10. Filter on highest positive value/volume (Positive means increase in stock, negative means decrease in stock), (Mails and Stock team)
11. Run non sales report in CREDENCE to identify the Stock products (within Stamps), (Mails and Stock team)
12. Log into GALAXY and verify what has been physically despatched from Swindon, (Mails and Stock team)
13. Compare non sales report in CREDENCE to despatched stock from GALAXY, (Mails and Stock team)
14, If not REMIT in, advise branch to REMIT IN and advise to do a Negative Stock adjustment (in order to balance the REMIT IN), (Mails and Stock team)
15. Update daily report in SharePoint “Stock Adjustments dd.mm.yy” with stock product, volume, value, contact person in Branch and advice given. (Mails and Stock team)
16. REMIT IN and Adjust the Stock in HORIZON, (Branch)
17. Re-run following day the Non Sales report in CREDENCE to verify that Branch has REMIT in and adjusted Stock. (Mails and Stock team)
laged balances by the Cash Team.
[Transaction Corrections:
1. Receive request for a TC, via e-mail, calls, NBSC spreadsheet (Branch, Audit team, NBSC), (Mails and Stock team)
Log request/query in hardcopy sheet with supporting documentation, (log from NBSC is electronic) (Mails and Stock team)
Investigate and establish the nature of error, (Mails and Stock team)
If error relates to “Open Postage” ~ Branch do a negative/positive Stock adjustment in HORIZON (Branch)
The value of Stock Adjustment is posted in HORIZON against a suspense in HORIZON (Branch)
Interface to POLSAP (suspense account)
Issue TC to offset POLSAP Suspense (Open Postage), (Mails and Stock team)
If error does not relate to “Open Postage”, do a Volume TC, (Mails and Stock team)
Branch accepts TC
PEN AAAWN
[TCs are AD HOC and involves receiving requests for TC from Branch, Audit, NBSC. G/L account 539106 “REM shortages Suspense” and G/L 629452 “REM Surplus Suspense” ~ these accounts are monitored for
POLO0088656
POL00088656
136
POLO0088656
POL00088656
1.7.1 Stock & Mails
& Control Stock non Rem
137
POLO0088656
POL00088656
Control(s): TC19.01
Risk: Royal mail stock sales are incorrectly recognised, resulting in incorrect commission for sales
Control objective: To ensure accuracy of royal mail stock sales
Frequency: Daily
Control owner: FSC Team Manager (Tracy Middleton)
Control description: On a daily basis the mails and stock team run a “non sales transaction report” in Credence. The report is compared to stock shipments from
Swindon to branch, per Galaxy system. Where stock deliveries have been booked at branch via a stock adjustment instead of "remit in", the branch is contacted to
correct the transaction. All adjustments and associated advice is recorded on SharePoint spreadsheet "Stock Adjustments dd.mm.yy".
Control(s): TC19.02
Risk: Royal mail stock sales are incorrectly recognised, resulting in incorrect commission for sales
Control objective: To ensure accuracy of royal mail stock sales
Frequency: Daily
Control owner: FSC Team Manager (Tracy Middleton)
Control description On a daily basis the mails and stock team run a “non sales transaction report" in Credence. The report is compared to the previous days SharePoint
spreadsheet "Stock Adjustments dd.mm.yy" to identify any corrections recommended the previous working day that have not been processed by branch. The mails and
stock team contact the relevant branch to follow up on issues accordingly.
B contro C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by
the Admin team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any
unreconciled/unexplained items with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded
to the FSC Operations Manager for final review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and
sends/signs as evidence of final approval. The reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on Sharepoint.”
B contro 4.9.4.5 & C4.9.8.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to PostOffice.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main
objective is to prevent wherever possible any open item(s) falling into an aged (>3 months) category.
The respective Team Managers explains the analysis for their product area at the weekly Team Operational meeting. Open items are prioritised by highest value, date
and/or other steer from Management.
Agreed actions are followed up with respective FSC Team Managers.
Tha £6C Onacatione M : ddatne the anabicie and-naimutas 6 Sina auith amcath etina a tating and ental idamea”
138
1.7.2
Obsolete Stock
inputs:
POL SAP GL
- NBSC Call logs report
- Credence Report
Create log entry for
actions taken
Investigation:
- Check for Sales withdrawals from
Horizon
Check uses of the Obsolete stock
icon
Check Credence General Stock
Report
Actions:
Issue TC for reoslution
~ Advise branch correct
proc
Check office have
performed action by
checking Credence Sales/
Non-Sales report.
~ IV's issued in SAP to
correct accounts
POLO0088656
POLO0088656
139
1.8 Postal Orders, Drop & Go
Glossary of Control Owners
Control Owner
FSC Team Leader Carol King
Drop and Go is a service where one apply for a D&G card (up to GBP 750) to be used for postage. This service is specially geared towards e.g.
who have frequent parcels to ship. They don’t need waiting in a queue and can drop off parcels quickly.
POLSAP GL accounts:
e 555095 — self-service post and go machines
e 555083 — online top up
eBay sellers etc.
POLO0088656
POL00088656
dT
140
POLO0088656
POL00088656
141
POLO0088656
POL00088656
a
E
2
5
3
E
&
< Daty dowload of
g payments made
3
o
2
2 Daily download of
FE ily dowrioas of
S online sales made
8
<
Receive fe rom Udoad
GhobalPay
Unloa
Record of
transactions ‘Auto matching
Creat
Transterbalarces
Week ran GL vaenty “eustomer
Aly est urmateched tems > credtors 620205)
unmatched tems tweet Toni further
(388083) meer
142
POLO0088656
POL00088656
rop & Go
(Chronological steps in the process:
(Cheque and MoneyGram team)
Part of APOP (Automated Payments Out Payment) team
Drop and Go is a service where one apply for a D&G card (up to GBP 750) to be used for postage. This service is specially geared towards e.g. e.bay sellers etc. who have
frequent parcels to ship. They don’t need waiting in a queue and can drop off parcels quickly.
(CREDENCE shows all transactions that has happened in HORIZON
1. Customer applies/sets up an account with CDP (Accenture supported system) (where transactions are recorded and balances held) (Customer)
The branch scans the parcel labels and enters into HORIZON (postage paid) (Branch)
Branch process the postage payment part via the D&G card which debits the card balance (Branch)
Accenture sends daily “daily pending Closure Report” sitting on QUATRIX system (Accenture)
D&G team logs on to QUATRIX system and download daily reports to excel (Drop & Go team)
Unblock all cards on report in CDP system (D&G team) (Drop & Go team)
Check the transaction in CREDENCE using a) Office code, b) date, to identify the amount of the error (Drop & Go team)
Enter into CDP system and double check that the payment has not gone out (Drop & Go team)
Issue a credit TC (in POLSAP) to the Branch and debits the customer drop and go card (Drop & Go team)
10. The branch will see the TC in HORIZON next day and need to accept in order to clear transaction. (Branch)
CeEnanawn
Each day all items are resolved.
143
POLO0088656
POL00088656
Risk & Control Drop & Go
144
POLO0088656
POL00088656
Control(s): TCO8.01
Risk: Customer's post and go account is not unblocked in a timely manner, resulting in reputational damage
Control objective: Identify and investigate unrecorded transactions
Frequency: Daily
Control owner: Drop and Go Team
Control description: On a daily basis the Drop and Go team download a "Daily Pending Closure" report from Quatrix. All related cards are unblocked on CDP and transaction records
are compared to Credence. Variances are investigated and followed up.
B contro 4.9.4.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by the Admin
team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any unreconciled/unexplained items
with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded to the FSC Operations Manager for final
review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and sends/signs as evidence of final approval. The
reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on SharePoint.”
Controls): C4.9..5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to Post Office.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main objective is to
prevent wherever possible any open item(s) falling into an aged (>3 months) category.
The respective Team Managers explains the analysis for their product area at the weekly Team Operational meeting. Open items are prioritised by highest value, date and/or other
steer from Management.
Agreed actions are followed up with respective FSC Team Managers.
The FSC Operations Manager signs and dates the analysis and minutes from meeting with any other supporting documentation and retain as evidence.”
B controus): C4.9.a.11-16 (same control, however assigned to 6 different Team Managers)
Risk: Workload and peaks are not monitored resulting in build-up of back log.
Control objective: To ensure there are frequent monitoring of the teams workload and any necessarily actions are taken pro-actively.
Frequency: Monthly
Control owner: FSC Team Manager(s)
Control description: “The FSC Team Manager monitors on a weekly basis their team’s workload and escalates areas of concern with their reporting line.
Issues affecting the team’s ability to process workloads are flagged by the FSC Team Manager and discussed in the weekly FSC Team Leader meeting.
Ona monthly basis the FSC Team Manager signs, dates and retains the “weekly Stats” as evidence.”
145
POLO0088656
POL00088656
1.8.1 Drop & Go daily process
146
Drop & Go daily process
Pull pending closures report from Quatrix
and export to Excel and print off
Log onto FRE (Financial Reconciliation
Engine) select find Drop and Go account
and enter 8 digit card no from printout
Log onto Quatrix
File explorer>Projects Shared with
Me>Online Top up daily. Open file in
Excel with yesterdays date and make a
note of the volumes and values.
Format and filter the report to separate
the closures, copy and paste those onto a
separate tab (from which the closure
letter is sent to the customer) and delete
from the initial spreadsheet. Then
highlight the “odd one out” - suggests it
has been settled to cash.
Check Security Sales Transaction Report
on Credence, export to MS Excel.
Log onto POLSAP. Make GL Account
Posting, transferring from Online Card
Payments GL to the Drop & Go GL
Go into FRE and see of the office is due a
In Security Sales Transaction report in
TC. Make any adjustments on FRE.
Excel, input the formula and save.
Open the D&G auto TC template and
copy data from the security sales txn
report spreadsheet to the auto TC
spreadsheet. Save to one drive as a .csv
file
1.8.2 Drop & Go Enquiry Process
Log into POLSAP and select Automatic TC,
find and select the .csv file. Execute.
SLA for auto TCs is 3 weeks.
POLO0088656
POL00088656
147
Drop & Go Enquiry Process — High Level &
1.8.3 Postal Orders
INPUTS
e ~NBSC Enquiry
¢ = Call from Branch
e Email from Branch
Ifthere’s a problem with Drop & Go many
enquiries will be received, usually this will be
around 8 per week.
Email will include.
e Branch Code
e Value
e@ Whether top up or Mails txn.
e Drop & Go card number
e Thata Branch Enquiry was made.
Email back with detailed steps required
to correct the problem.
Investigation required, for example,
checking Crdence, FRE and Security
Sales Report.
POLO0088656
POL00088656
148
POLO0088656
POL00088656
Glossary of Control Owners
FSC Team Leader Carol King
Background
Majority of this process is regarding sending postal orders for people without bank account.
Code 5 and 22 (coded as Ns) will trigger a TC
Max Postal Orders a person can buy is GBP 250
NB: Postal Order process will change - no longer dealing with IPSL.
POLSAP GL accounts:
© 622014 - BA Postal Orders
e 554546 - Barclays PO Differences
149
POLO0088656
POL00088656
+ t
T ui
I
Ba
a es, cde verti on CREDENC Trnaction
& a
t 49.05/
te eon Retoecen TranstoS —yes9(case dosed Parsbackto ENOPAYA ddsmmyy " Enter Outs
necriom ean (cere, Leia Prater bak cra rt WO, cose iwc”
tore) ‘edaistomer) cole Month End
\" been cashed twae
Cred re De I
je transactions by. Turner explorations
zg 9am Ca9.a20 DLIAbs DLIZbS: lc49.a3 H
Acti
150
POLO0088656
POL00088656
(Chronological steps in the process:
\Team: APOP database — Postal Order team
Customer buys Postal Order from Branch (Customer)
Branch scans barcode on a blank Postal Order who automatically gets into HORIZON, (Branch)
Branch enters into HORIZON name and amount, (Branch)
Branch issue receipt and postal order to customer, (Branch)
Log into APOP system and Uploads daily exception report , (Postal Order team)
Reformat report and check and code each transaction (coding as per predefined list of actions) which via lookup/macro determines a Y=return to bank (TC not
issued) (goes to IPSL who does the clearing with Barclays) who or a N=Dealt with within postal order team. (Postal order team)
Filter on report for anything to go back to IPSL (Ys) and send to IPSL by 10AM same day, (Postal order team)
. IPSL sends back to Postal Order team the same file with further explanations, (IPSL)
9. Postal Order team advise IPSL either “PAY / NO PAY” and sends to IPSL by 2PM same day, (Postal order team)
10. IPSL amend the file and sends final file back to Postal Order team with final decision (NO PAY goes back to Post Office bank account (IPSL refund the money via
Barclays), PAY goes to end Customer, CASE RAISED and IPSL investigates further. (IPSL)
11. IPSL also sends copy of NO PAY report to Postal Order team, (/PSL)
12. Investigate “Bank File Analysis dd.mm.yyyy” (normally next WD), and check on all N’s and look for code 5’s and 22’s who will trigger a TC, (Postal order team)
13. For code 5 investigates if transaction exist in CREDENCE? If yes (Spoil or Branch sale) then no further action required, if Not on CREDENCE issue a TC Invoice POLSAP
“Enter Outgoing Invoices”. (Postal order team)
14. For code 22 are cases where the branch has given the postal order back to customer by mistake. Validate on the bank file (Exception report) that the money has
been cashed twice. Raise a TC (invoice) to the branch to gain back the money.
15. Branch accepts TC in HORIZON, (Branch)
16. Period End reconciliation between POSTAL Orders and BANK, (Postal order team)
AHRYWYNHE
~~
Risk & Con Postal Ord 151
POLO0088656
POL00088656
Control(s): TC16.01
Risk: A pay / no-pay decision regarding postal order is not issued to the bank on time, resulting in a financial penalty from the bank
Control objective: To ensure timely monitoring and investigation of open items
Frequency: Daily
Control owner: FSC Operations Manager (Carol King)
Control description: On a daily basis the Postal Order team run a "Daily exception report" from APOP, highlighting all Postal Order exceptions. These are categorised and
resolved internally or passed to the IPSL team by 10am each day. IPSL items are returned to the Postal Order Team by 2pm same day to be resolved.
Control(s): TC16.02
Risk: Branch errors in relation to postal orders are not identified and followed up, resulting in losses not being passed to the branch
Control objective: To ensure timely monitoring and investigation of open items
Frequency: Daily
Control owner: FSC Operations Manager (Carol King)
Control description: On a daily basis the Postal Order team review the "Bank file analysis dd.mm.yyyy" file to identify erroneous branch transactions which require TC's
(Code 5 and 22). These are investigated and followed up same day.
ig
B controus): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by the
Admin team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any
unreconciled/unexplained items with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded to
the FSC Operations Manager for final review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and
sends/signs as evidence of final approval. The reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on SharePoint.”
F controvs C4.9.a.5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to PostOffice.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main objective
is to prevent wherever possible any open item(s) falling into an aged (>3 months) category.
The respective Team Managers explains the analysis for their product area at the weekly Team Operational meeting. Open items are prioritised by highest value, date
and/or other steer from Management.
Agreed actions are followed up with respective FSC Team Managers.
The FSC Operations Manager signs and dates the analysis and minutes from meeting with any other supporting documentation and retain as evidence.”
@. ntralfe)» CA Qa 11.16 [came cantral haw janad ta & diffarant Taam Managare\
152
1.8.4 Post Orders AP Reversals
Postal Orders AP Reversals
Postal Orders Team
receive a spreadsheet of
Postal Order AP Reversals
from NBSC
Investigate each
exception. Using APOP
check each Postal Order
ref number and check the!
reversal status.
Spreadsheet is compiled
from calls made to NBSC :
by branches who are I"
Has the Postal Order been
reversed?
If the PO has been Spoilt
POLO0088656
POL00088656
but not reversed then a
credit TC must be issued.
Yes
Has the Postal Order been
Spoitt?
Goto SharePoint and
update the AP Reversal
TC spreadsheet, add all
relevant details.
At the end of the week
upload AP Reversal TC
spreadsheet to SAP to
issue TCs.
unable to perform a next
day reversal on the Postal ves No
Order product. L L
If the branch has neither Spoilt or Reversed the PO,
IfYes then no further no TC is required. However the branch will have a
action is required. loss so the duty will contact the branch and ask
ea . them to encash the PO which in turn will correct
the branch accounts.
End
153
1.8.5 Postal Orders Daily Barclays File
Postal Orders Daily Banking File
Postal Orders Team
receive a daily report,
Banking File, on their
network drive
Investigate exceptions
individually using are the
Barclays iPortal and
APOP.
The Banking File is
delivered via PODG to the
Postal Order Team’s I.”
network drive by Fujitsu
and contains details of
Postal Order processing
exceptions.
iPortal is the Barclay’s
web portal that allows the
team to view postal order
details and images and
feedback instructions to I!
Barclay’s for payment. I
APOP is the Post Office
system that holds Postal
Order status and can be
updated manually by the
team, Pos can be spoilt,
cancelled, closed etc.
tL
Status of Postal Order
obtained.
POLO0088656
POL00088656
154
POLO0088656
POL00088656
1.8.6 Postal Orders Email Enquiries
Postal Orders Email Enquiries ¢
Requirements for a PO to be refunded.
© Postal Order must be in date.
Postal Orders Team ¢ Proof of identity, fullname & address
receive enquiries from e Ifno receipt or PO, ask customer for details via letter.
NBSC, Customer Care “ © Branch txn performed at
emails or the customer. “ © PO value
. © Date of PO
What is checked for in APOP?
What if it’s not found?
Does the Investigate APOPand Issue the refund via Post
oes the coma a sory Yes ———— check that a refund can "
of the customer receipt? - Office Payout.
be authorised
YES
No
Write to the customer
asking for a copy of the Receipt received? End
receipt.
155
1.8.7 Postal Orders
Letters Enquiries
Postal Orders Letter Enquiries
2
Postal Orders Team.
receive customer letter
requesting a Postal Order
refund.
Doss eter include receipt?
fenquiy of refund > 12
onths and 3 days 0182
Send an Out of Date
letter to the customer,
returning everything that
they included with their
enquiry.
Did the letter of enquiry
Inchide the Postal Onder?
no
Check the PO details on
APOP looking for ‘Branch
sale’
Check the PO details on
APOP looking for ‘Branch
Sale’
Correspond with
NO—} customer and request
copy of receipt and/or PO
Write to enquirer
informing that a refund
has previously been paid.
Process refund using the
28 day refund option in
APOP
Goto MS Dynamics and
process the 28 day mail
merge file with customer
details and print letters.
Send letters.
Tiasrefund isued tocurren®
‘enquire?
Write to enquirer
forming that a refund
has previously been paid.
POLO0088656
POLO0088656
end
Process refund using the
Goto MS Dynamics and
process the immediate
‘mail merge file with
immediate refund option
in APOP
customer details and
Send letters.
print letters.
end
156
1.8.8 Postal Orders ‘122’ Errors
Postal Orders ‘122’ Errors
Postal Order Team log
onto APOP and run the
‘122 Report’.
Work down the report
entries and check the
Status of each Postal
Order
‘122’ Report is a report of daily I”
branch errors.
Statusin APOP
SPOILT
No further action
required.
RANCH ENCASHED-
Issue TC to branch via
SAP.
End
POLO0088656
POL00088656
157
POLO0088656
POL00088656
1.9 Agents Debt
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Agents Accounting Team Dawn Phillips
FSC Team Leader Former Agents Accounting Team Dawn Wall
Background
The majority of this process relates to the collection of debt relating to current or former subpostmasters.
e Debt can be the result of a misbalance between methods of payment (cash, cheque, payment card) in the branch when compared to transactional data
entered into Horizon.
« — Invoiced debt is also included, for example if a branch has been invoiced for costs relating to an alarm system.
e Alternatively debt could be due to a difference in the value of stock declared in Horizon when compared to the stock held in branch
SAP accounts:
¢ Debt is held on the relevant customer account for a postmaster or former postmaster.
The purpose of the Agents Account Team (AAT)
* To action debt belonging to current agents from the initial identification through to collection of balance. Agent debt builds up during a month and the
monitoring begins the following month. The process from initial monitoring through to collection should take a maximum of 35 days in the case of full
settlement, but can extend for a significantly longer period where a payment plan is put in place.
The purpose of the Former Agents Accounting Team (FAAT)
* Toaction debt owed by former agents from the initial identification through to collection of balance. The process can be lengthy (potentially years) and
therefore monitoring of the ongoing cases and maintaining robust documentation is key to success in the process.
158
POLO0088656
POLO0088656
POL00088656
urrent Agents Debt
(Chronological steps in the process:
l1. Agent incurs debt (deficit in branch, central invoices or choose to settle credits centrally) and choose to settle at the end of the day, in horizon, via either:
la) make good cash / cheque (required for all debt < £150 — horizon driven option)
lb) settle centrally
2. If debt isn’t settled, recorded in 539590.
3. Balances swept from 539590 into 539591 on a monthly basis (part of branch close down process)
4. Balances selected as “settle centrally” in horizon are swept into customer account codes in CFS (13000 codes)
5. POLSAP account 539591 is mirrored in CFS within the customer account codes (13000 codes)
6. First Monday of the month, Agent Accounting Team (AAT) run “Dunning Run 1” report from CFS for A branches.
7. Identify “former agents” and flag to the Former Agent Accounting Team (FAAT).
i8. Identify branches with debt < £2. Complete a “write off” form, process write off and retain documentation.
9. Identify multiple partner branches. Send monthly statement to the partners requesting payment.
10. Identify other current agents (new multiple partner branches, singletons, operator self-funded). Send “Dunning Letter 1” requesting settlement of debt within 7 days.
111. Second Tuesday of the month, ADT run “Dunning Run 2” report from CFS for A branches.
12. Identify other current agents. Send “Dunning Letter 2” requesting settlement of debt within 7 days.
13. Third Wednesday of the month, ADT run “Worklist” report from CFS for A branches.
114. AAT team call the SPMR (number of attempted calls dependent on size of debt) to request payment.
15. Debt not settled, AAT assess the debt against SPMR monthly remuneration and calculate time period to repay using 25% of monthly remuneration as a basis.
116. Case passed to contract advisor if agent currently on or has had a payment plan in the last 12 months (manual check) or has directly refused to settle the debt.
117. Obtain approval for payment plan based on the payment plan approval matrix.
18. Contact SPMR to advise of payment plan put in place — mail merge letter sent.
1L9. Spreadsheet completed by AAT and sent to HR to setup payment / payment plan.
Risk & Control rents Agents Debt
160
POLO0088656
POL00088656
\Control(s): AD1a
Risk: Agent debt is not monitored resulting in irrecoverable balances and potentially fraudulent transactions not being investigated.
{Control objective: To ensure agent debt is monitored on a regular basis.
Frequency: Monthly
\Control owner: FSC team leader (Dawn Phillips)
{Control description: All branches are subject to monthly review of agent debt by the FSC. On a monthly basis the Agent Accounting Team (AAT) run a “Dunning” report from CFSI
ito identify agent debt balances. All balances > £2 are followed up with the agent through issuance of a “dunning letter”. This process is repeated after 7 days for 2 consecutive
eeks, following which the debt collection process is started for outstanding balances i.e. payment plan or deduction from agent remuneration. Copies of dunning letters and
dunning report analysis are retained.
{Control(s): AD1b
Risk: Agent debt is not monitored resulting in irrecoverable balances and potentially fraudulent transactions not being investigated.
Control objective: To ensure agent debt is monitored on a regular basis.
Frequency: Monthly
\Control owner: FSC team leader (Dawn Phillips)
Control description: On a monthly basis a “customer line report” is run by the Agent Accounting Team (AAT). The report is reviewed for agent debt balances > 35 days for which
la “dunning” letter has not been issued and therefore the debt recovery process started. All instances are appropriately investigated and followed up by the AAT with
\documentation of investigation retained.
\Control(s): AD1c
Risk: Agent debt becomes irrecoverable and potentially fraudulent transactions are not investigated.
(Control objective: To ensure agent debt payment plans are appropriately reviewed and authorised
Frequency: Monthly
Control owner: FSC team leader (Dawn Phillips)
Control description: Prior to an agent debt payment plan being implemented the Agent Accounting Team (AAT) obtain signed approval in line with the payment plan
approval matrix: - Payment plan < 12 months = AAT administrator - Payment plan > 12 months and < 24 months = Dawn Phillips - Payment plan > 24 months = Alison
Bolsover - Payment plan > 36 months = Contract Advisor
here a payment plan already exists for the agent, or a payment plan has been in place within the previous 12 months for the agent, additional approval is required from the
Contract Advisor, in order to mitigate the potential fraud risk. Evidence of approval is retained.
{Control(s): AD1d
Risk: Agent debt becomes irrecoverable and potentially fraudulent transactions are not investigated.
{Control objective: To ensure agent debt is monitored on a regular basis.
Frequency: Weekly
\Control owner: FSC team leader (Dawn Phillips)
Control description: A CFS “customer account” report is run on a weekly basis by the Agent Accounting Team (AAT). Comparison is made between the level of agent debt per
Ithis report and the monthly agent remuneration (as provided by HR). Items which breech either of the following are flagged to the Legal Team for further investigation and
fraud analysis: - agent isn’t on a payment plan and the agent debt will take > 12 months to pay based on repayments of maximum 25% of remuneration - current payment plan
lexceeds 25% of monthly remuneration
\Control(s): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
\Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
‘antral awner: ESC Qneratians Managerts)
161
POLO0088656
POL00088656
1.9.2 Former Agents Debt
- I
aso BE a I
ss I
I
162
POLO0088656
POL00088656
Activity - Former Agents Debt
(Chronological steps in the process:
1. Masterdata updated to change the agent “type” on the system from current agent (AGUN) to former agent (FSPM).
\2. Every Friday the Former Agent Accounting Team (FAAT) run a “customer account” report from CFS, compare this to the manual spreadsheet maintained in SharePoint and identify all
FSPM’s.
3. Identify agents that have become former within the week (compared against prior week’s spreadsheet):
ja) Where debt < £50, complete a write off form and complete write off in CFS. Case closed.
lb) Other balances, setup a hardcopy case file for FSPM, setup a case within the CFS worklist for FSPM (flagging the resubmission date required) and send letter to FSPM requesting
payment (within 21 days).
4. Identify former agents who have exceeded payment terms (flags on CFS worklist) (step 3b):
a) Where debt < £300, complete a write off form and complete write off in CFS. Case closed.
lb) Debt > £300, flag to legal team (LT) who issue an LBA and then decide whether to progress the debt recovery:
i) No — advise FAAT who complete a write off form and complete write off in CFS. Case closed.
iii) Yes — LBA letter issued by LT to FSPM. FAAT update resubmission date in CFS.
‘5. Identify former agents who have been sent LBA’s previously (step 4aii)
la) Identify if branch was trading as a limited company:
li) No and debt < £5k — LT to take case to small claims court.
li) No and debt > £5k - LT to start legal proceedings.
lili) Yes — send letter to guarantors requesting payment.
iv) Yes and no response from guarantors — SCLT to take case to small claims court (< £5k) or start legal proceedings (>£5k)
lb) LT advise FAAT of status. CFS updated to reflect workflow.
163
POLO0088656
POL00088656
\Control(s): AD2a
Risk: Former agent debt is not monitored resulting in irrecoverable balances.
\Control objective: To ensure former agent debt is monitored on a regular basis.
Frequency: Weekly
\Control owner: FSC team leader (Dawn Wall)
Control description: On a weekly basis the Former Agent Accounting Team (FAAT) run a worklist report from CFS to identify all debt associated with former agents. This is
compared to the maintained “mastersheet” (control AD2b) and the case followed up appropriately.
\Control(s): AD2b
Risk: Former agent debt is not monitored resulting in irrecoverable balances.
Control objective: To ensure former agent debt is monitored on a regular basis.
Frequency: As required
Control owner: FSC team leader (Dawn Wall)
\Control description: A spreadsheet ("Mastersheet ddmmyy") is maintained within SharePoint which includes status details for all open cases in relation to former agent debt.
IThe spreadsheet is updated at each point that the case is worked on by the Former Agent Accounting Team (FAAT) and is used to monitor workload. Workflow is driven by the
orklist maintained with CFS which is updated in line with the SharePoint document. User access restrictions are in place on the SharePoint spreadsheet.
\Control(s): AD2c
Risk: Former agent debt is not monitored resulting in irrecoverable balances.
Control objective: To ensure former agent debt is monitored on a regular basis.
Frequency: As required
\Control owner: FSC team leader (Dawn Wall)
Control description: A hardcopy case file is maintained for all former agent debt balances. This forms the basis of any legal proceedings that may be required. The file is
updated at each point that the case is worked on by the Agent Debt Team and is retained until the point of final settlement by the former agent.
164
POLO0088656
POL00088656
1.9.3 Disputed Balance
Glossary of Control Owners
Job Title Control Owner
AAT Team leader Dawn Phillips
FAAT Team leader Dawn Wall
Background
At any point in the agent debt process (6.1 and 6.2 above) the agent (or former agent) can dispute the debt balance. The process can result in no changes to the
case, such as when there is no evidence to the agent’s claims / queries, or it may result in a transaction correction and subsequent change in the balance
requested from the agent. There is no specific timeframe for completion, with cases taking as long as required to resolve. Debt collection is halted whilst
disputes are being investigated
I
I
I
165
Agent Debt — Dispute
SPMR
POLSAP
Agent accounting team / Former
agent team
POLO0088656
POL00088656
Place debt recovery
‘on hold (CFS/
‘Sharepolnt)
166
isputed balance
Chronological steps in the process:
1.
warn anawn
Agent/Former Agent contacts AAT/FAAT with a query over the debt balance — sent via letter with supporting information.
AAT/FAAT request support from the SPMR (if not provided with initial query).
AAT/FAAT place the debt collection process on hold.
Agent doesn’t provide support — “hold” removed and case continues
Agent provides support — AAT/FAAT investigate claim
AAT/FAAT agree with claim — process TC, continue with case if balance remains or end case if no balance remaining.
Contact SPMR to advise of the findings.
SPMR wishes to escalate the query.
Team leader reviews the case to assess if further amendments needed.
10. AAT/FAAT agree with claim — process TC, continue with case if balance remains or end case if no balance remaining.
POLO0088656
POL00088656
167
POLO0088656
POL00088656
Risk & Control: Disputed balance
Control(s): AD3a
Risk: Agent debt balance is incorrect and not investigated.
Control objective: To ensure agent enquiries are reviewed and approved.
Frequency: As needed
Control owner: FSC Operations Manager (Dawn Phillips / Dawn Wall)
Control description: Where an agent / former agent wishes to dispute a debt balance the query is investigated. Where the query is escalated by the agent, the case is
formally reviewed and approved by the agent debt team leader. Documentation is retained to support the review process (documentation mirrors the form of
communication by branch, therefore phone calls are not recorded).
Control(s): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by the
Admin team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any
unreconciled/unexplained items with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded to
the FSC Operations Manager for final review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and
sends/signs as evidence of final approval. The reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on SharePoint.”
Controls): C4.9.a.11-16 (same control, however assigned to 6 different Team Managers)
Risk: Workload and peaks are not monitored resulting in build-up of back log.
Control objective: To ensure there are frequent monitoring of the teams workload and any necessarily actions are taken proactively.
Frequency: Monthly
Control owner: FSC team leader(s)
Control description: “The FSC Team Manager monitors on a weekly basis their team’s workload and escalates areas of concern with their reporting line. Issues affecting the
team’s ability to process workloads are flagged by the FSC Team Manager and discussed in the weekly FSC Team Leader meeting. On a monthly basis the FSC Team Manager
signs, dates and retains the “weekly Stats” as evidence.”
168
1.9.4 Agent Surplus
Glossary of Control Owners
Job Title Control Owner
AAT Team leader Dawn Phillips
FAAT Team leader Dawn Wall
Background
Agent accounts can be in a deficit position (agent debt) or a surplus position. A surplus is where the branch have excess funds and assuming no subsequent
transaction correction is received or a deficit is offset by surplus then the funds should become the property of the SPMR. The SPMR may choose to accept these
funds or decline them, with the latter resulting in a creditor on POL BS.
POLSAP GL codes:
- 539590 -—weekly build-up of agent debt, swept into 529591 weekly.
- 539591 -built up agent debt
626210 — surplus balances not reimbursed to SPMR
POLO0088656
POL00088656
169
POLO0088656
POL00088656
Agent Surplus
SPMR
Horizon
POLSAP
crs.
to
‘Agent accounting team
they wous
Neretund
te
HR
170
POLO0088656
POL00088656
Agent surplus
Chronological steps in the process:
1.
Pen
Horizon records surplus within 539590. SPMR choose to settle at the end of the day, in horizon, via either:
a) take the surplus cash from system and retain it — end of process b) settle centrally
Balances swept from 539590 into 539591 on a monthly basis (part of branch close down process)
Balances selected as “settle centrally” in horizon are swept into customer account codes in CFS (13000)
POLSAP account 539591 is mirrored in CFS within customer accounts
Once a month AAT run a “customer account” report in CFS and identify accounts in surplus: a) Surplus < £150, refunded to SPMR by AAT.
a) Surplus > £150 an < £500, balance is held on the account for 6 months prior to refund by AAT (on the basis that a TC / other correction will filter
through to resolve the surplus in this period).
b) Surplus > £500 and < £1000, balance retained for 12 months before refund issued.
c) Surplus > £1000, balance retained for 12 months then SPMR contacted to ask if they want refund. If they don’t, balance transferred to 626210 and
held for 5 years prior to release.
171
POLO0088656
POL00088656
Risk & Control: Agent surplus
Control(s): AD4a
Risk: Agent surplus refunded prematurely resulting in agent debt
Control objective: To ensure surplus’ refunded after appropriate time period
Frequency: Monthly
Control owner: FSC Team Leader (Dawn Phillips)
Control description: Once a month the Agent Accounting Team (AAT) review the agent debt balances for “surplus” balances. Where identified, age and value are used to
identify the action to perform:
= Surplus < £150, refunded to agent by ATT.
- Surplus > £150 an < £500, balance held for 6 months then refunded to agent by AAT.
= Surplus > £500 and < £1000, balance retained for 12 months then refunded to agent by AAT.
- Surplus > £1000, balance retained for 12 months then agent contacted regarding refund. For refunds not accepted by agent the balance should be transferred to GL
626210 for monitoring.
Control(s): AD4b
Risk: Agent surplus retained / released over incorrect term
Control objective: To ensure branch surpluses are separately identifiable and held for a reasonable period of time to allow customers to query
Frequency: Monthly
Control owner: FSC Team Leader (Dawn Phillips)
Control description: When a branch surplus becomes aged in excess of 12 months, branches are contacted to ask if they would like a refund. Where a refund is declined
by branch, the surplus should be transferred to GL 626210 where it is to be retained for 5 years prior to release to PL.
Control(s): AD4c
Risk: Agent surplus retained / released over incorrect term
Control objective: To ensure branch surpluses are separately identifiable and held for a reasonable period of time to allow customers to query
Frequency: Quarterly
Control owner: FSC Team Leader (Dawn Phillips)
Control description: Quarterly review performed on GL 626210 to identify agent debt surplus balances in excess of 6 years (since surplus occurred). Quarterly release of
balance is processed.
172
POLO0088656
POL00088656
1.9.5 Loan to POL
Glossary of Control Owners
Job Title Control Owner
AAT Team leader Dawn Phillips
Background
W hen a branch runs short on cash the SPMR can choose to top up the cash supplies from their own funds. They record this within the loan account which
allows the FSC to monitor the loan balances.
POLSAP GL codes:
- 621020 — Loans to POL
173
POLO0088656
POLO0088656
Loan to POL
SPMR
Horizon
POLSAP
Agent had more
‘than Linstance in
past 12 months}
‘Monthly download
of GL621020 ve
Agent accounting team
Legal team
174
POLO0088656
POL00088656
Activity: Loan to POL
Chronological steps in the process:
1. SPMR identifies shortfall in branch cash.
2. SPMR loans cash to the branch and records this within GL 621020 (Dr Cash, Cr Loan to POL).
3. Cash remittance received from cash centre
4. SPMR takes funds from cash remittance and records within GL 621020 (Cr Cash, Dr Loan to POL).
5. Monthly basis, AAT run a report of GL 62102 to identify net debit balance.
6. Where account has been in net debit position more than once in 12 months — contact Legal team to investigate potential fraud.
7. Other instances > 1 month old - contact SPMR to discuss balance and request account settled up.
175
POLO0088656
POL00088656
Risk & Control: Agent surplus
Control(s): ADSa
Risk: Fraudulent borrowing by postmaster
Control objective: To monitor loan account balances and identify potentially fraudulent actions
Frequency: Monthly
Control owner: FSC Team Leader (Dawn Phillips)
Control description: On a monthly basis a GL transaction list (GL 621020) is downloaded and reviewed. Where branches do not have a nil postmaster loan balance,
investigation occurs. A debit balance would indicate the postmaster is borrowing POL funds, in which case follow up occurs and is documented. Where the postmaster is
noted as being on the list more than once in 12 months it is flagged to the fraud team for review. Where the balance is a net credit balance this indicates the post master
hasn't taken back their loan balance from the latest cash remittance from cash centre. Where the balance is more than 1 month aged this is investigated. Documentation of
the review and appropriate commentary is retained.
176
POLO0088656
POL00088656
1.10 Burglaries
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Andrea Green
Burglary in branch results in transaction corrections between initial posting account and subsequent holding and monitoring account.
e 539107 — Burglary suspense
POLSAP GL accounts: I
I
© 539108 - Burglary pending I
177
POLO0088656
POL00088656
178
POLO0088656
POL00088656
Activity - Burglary
(Chronological steps in the process:
1. Burglary identified in branch (Branch).
Value less than £1000 — post directly into GL 539107 (Branch).
Value greater than £1000 — branch closes and they notify FSC.
FSC inform Internal audit who perform an branch audit.
Form P3263 completed — documenting findings
Daily basis, Debit card and lottery team run a GL report to identify balances.
Items > £1000 agreed to P3263 form, or left in GL until form received.
TC issued to move balance to 539108, pending identification of culpability, balance then released to P&L as required.
ON OAARON
179
POLO0088656
POL00088656
Risk & Control: Burglary
180
POLO0088656
POL00088656
Control(s): TC20.01
Risk: Transaction corrections in relation to branch burglary are processed before audit is performed
Control objective: To ensure internal audit review occurs prior to processing burglary transactions
Frequency: As required
Control owner: FSC Team Leader (Andrea Green)
Control description: Where a burglary occurs in branch, balances in excess of £1000 are posted into the burglary suspense account (539107). Prior to processing a transaction
correction for these a completed P3263 form must be received from internal audit, following their investigation. The value per suspense account is agreed to the P3262 form prior to
the balance being corrected.
Control(s): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by the Admin
team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any unreconciled/unexplained items.
with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded to the FSC Operations Manager for final
review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and sends/signs as evidence of final approval. The
reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on SharePoint.”
E controve: C4.9.a.5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to Post Office.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main objective is to
prevent wherever possible any open item(s) falling into an aged (>3 months) category.
The respective Team Managers explains the analysis for their product area at the weekly Team Operational meeting. Open items are prioritised by highest value, date and/or other
steer from Management.
Agreed actions are followed up with respective FSC Team Managers.
The FSC Operations Manager signs and dates the analysis and minutes from meeting with any other supporting documentation and retain as evidence.”
B controus): C4.9.a.11-16 (same control, however assigned to 6 different Team Managers)
Risk: Workload and peaks are not monitored resulting in build-up of back log.
Control objective: To ensure there are frequent monitoring of the teams workload and any necessarily actions are taken pro-actively.
Frequency: Monthly
Control owner: FSC Team Manager(s)
Control description: “The FSC Team Manager monitors on a weekly basis their team’s workload and escalates areas of concern with their reporting line.
Issues affecting the team’s ability to process workloads are flagged by the FSC Team Manager and discussed in the weekly FSC Team Leader meeting.
Ona monthly basis the FSC Team Manager signs, dates and retains the “weekly Stats” as evidence.”
181
POLO0088656
POL00088656
182
POLO0088656
POL00088656
1.11 Suspense
Glossary of Control Owners
Job Title Control Owner
FSC Team Leader Sarah Parkes
FSC Ops Manager Gillian Hoyland
183
POLO0088656
POL00088656
Background
Cash shortages/surplus related to Cash Rems from Branch. This process relates to cash rems from Branch, whenever the cash centre counts up either a surplus
or a shortage of cash send by pouches from Branch.
POLSAP GL accounts:
« 539106 — Shortage suspense
e 539104 — Surplus — surpluses from Cash Centre (input by Cash Centre)
e 629452 — Surplus suspense
e 531220-Shortages from Cash Centre (input by Cash Centre)
184
POLO0088656
POL00088656
Rade sup /
ect Te
case
2 I Fowdendtopee nite
Dowriondiowet
ee crea ete I) rte ar aritnade I fanncaint SPL Jpg FOB
‘hortapes/ pled tPOLSAP
Cash Control Team
<> ro
Cash Processing Centre
185
POLO0088656
POL00088656
Activity - Suspense
9.
10.
11.
12.
13.
14.
1s.
16.
17.
18.
19.
20.
21.
22.
(Chronological steps in the process:
Cash Centre receives cash pouches and counts (Cash Centre)
Where discrepancies (shortage/Surplus), post to respective suspense account (Cash Centre)
Download to excel templates transactions from POLSAP G/L account surplus / shortages (Cash Control Team)
Prepare excel template for TC upload to POLSAP, (Cash Control Team)
Log into POLSAP — “automatic TC”, find correct file and do a test run, (Cash Control Team)
Review test run and where applicable correct test run, re-run test run, (Cash Control Team)
Once test run is successful — run TC’s in final mode, (Cash Control Team)
Annotate in POLSAP the G/L acc. with “TC issued, dd.mm.yy and counterparty suspense acc.), (Cash Control Team)
Branch accepts in Horizon, (Branch)
Message re TC to Branch, redeem transaction Correction? (Branch)
Follow up on issued TCs — await until next period (one month), any open items? (Cash Control Team)
Ensure no open items falls into aged (3 Months), (Cash Control Team)
Issue new TC to offset un-actioned (from Branch) original TC, (Cash Control Team)
Rec & probity
Risk & Cont Suspense
POLO0088656
POL00088656
Control(s): TC21.01
Risk: Cash shortages / surpluses between branch and cash centre are not identified or investigated
Control objective: To ensure timely monitoring and investigation of open items
Frequency: Daily
Control owner: FSC Team Leader (Sarah Parkes)
Control description: On a daily basis the Cash Control Team receive a report on surpluses and shortages between cash centre and branch and upload into POLSAP. An "automated
TC" template is completed the following day and uploaded into POLSAP in order to issue correcting TC's for the variances identified.
Control(s): TC21.02
Risk: Cash shortages / surpluses between branch and cash centre are not identified or investigated
Control objective: To ensure timely monitoring and investigation of open items
Frequency: Weekly
Control owner: FSC Team Leader (Sarah Parkes)
Control description: On a weekly basis the Cash Control Team run an ageing report on all bureau suspense accounts. All items aged > 1 month are investigated and followed up via
issuance of revised TC or further investigation of the balance where required.
Control(s): C4.9.a.2 & C4.9.a.3
Risk: Balance sheet accounts are not reviewed resulting in error and misstatement or fraud
Control objective: To ensure that all BS accounts are reconciled and analysed and have evidence of balance justification
Frequency: Monthly
Control owner: FSC Operations Manager(s)
Control description: “All BS accounts within FSC area are reconciled at month end by the relevant Admin team members. Any open items are explained / annotated by the Admin
team member and the reconciliation is sent to respective FSC Team Managers for review and approval. The FSC Team Manager(s) follows up any unreconciled/unexplained items
with the respective Admin team member and once satisfied the reconciliation is approved (sign and dated as evidence) and forwarded to the FSC Operations Manager for final
review and approval. The FSC Operations Manager reviews and queries where applicable with the FSC Team Manager(s) and sends/signs as evidence of final approval. The
reconciliation(s) with approvals and any supporting documentation is dated, stored/printed and filed on SharePoint.”
Control(s): C4.9.a.5 & C4.9.a.6
Risk: Build-up of aged balances - unapproved aged balances of affected account resulting in loss of reputation to Post Office.
Control objective: To ensure close monitoring of aged balances and prevent where possible any aged build-up of accounts affected.
Frequency: Weekly
Control owner: FSC Operations Manager(s)
Control description: “On a weekly basis the FSC Operations Manager performs an ageing analysis of all open items matching account per product area. The main objective is to
prevent wherever possible any open item(s) falling into an aged (>3 months) category.
The respective Team Managers explains the analysis for their product area at the weekly Team Operational meeting. Open items are prioritised by highest value, date and/or other
steer from Management.
Agreed actions are followed up with respective FSC Team Managers.
The FSC Operations Manager signs and dates the analysis and minutes from meeting with any other supporting documentation and retain as evidence.”
187
POLO0088656
POL00088656
1.12 Emergency Suspense
Glossary of Control Owners
Job Title
FSC Team Leader Andrea Green
FSC Team Leader Paul Smith
Background
This account is used at month end for branch’s to be able to roll forward their accounts when an error is identified by branch but is unknown as to why e.g.
losses in shortages. Emergency suspense account requires authorisation prior to posting by branch, however this is not system driven and therefore postings
can be made by any branch at any time.
G/L accounts:
® 620221 -—Emergency suspense
188
TC~ Emergency Suspense
Notice erarin
branch acount
Prior © month end
settement
Cat Nasco request
artenergreyI I MoMegosteato seoroete
epee Sunt
tie crmaion, tats
onanese ‘rom ree reacted
ent por
‘TCaccepted and
clears 620221
Provide
suthortstion of use
‘and advice of
correct oszon
ey
Update “emergency
suspense ca lg”
Including reference
and valieete
Debit card and
lottery team
POLO0088656
POL00088656
Activity - Emergency Suspense
189
POLO0088656
POL00088656
(Chronological steps in the process:
9. Error identified by branch prior to month end.
10. Contact NBSC and request use of the emergency suspense.
11. NBSC provide authorisation to branch evidenced via reference number, and advise on posting to be made.
12. Branch make the posting in Horizon, using the reference number per NBSC as transaction reference.
13. TC processed at a later date and feeds through to this GL, removing the item.
190
POLO0088656
POL00088656
Risk: Suspense accounts are used inappropriately, resulting in branch errors being incorrectly processed and not investigated
Control objective: Review usage of emergency suspense account
Frequency: Weekly
Control owner: FSC team leader (Andrea Green)
Control description: On a weekly basis transactions which have occurred in GL 620221 are compared to the NBSC "emergency suspense call log" in order to identify unauthorised
usage of the emergency suspense accounts. Where unauthorised usage is noted this if followed up with the branch and reversal made.
Control(s): TC22.02
Risk: Suspense accounts are used inappropriately, resulting in branch errors being incorrectly processed and not investigated
Control objective: Review usage of emergency suspense account
Frequency: Weekly
Control owner: FSC team leader (Andrea Green)
Control description: Ona weekly basis an ageing review is performed on GL 620221, with all items in excess of 6 weeks aged being followed up for further investigation. All items
within this emergency suspense account should have a transaction correction issued within 2 weeks, or be transferred to the appropriate GL for follow up.
191
Remittance Surplus Suspense
Rule ~ PMRs use rem
suspense surplus regularly
for rem surplus in cash
bureau and stock
m @
Export to excel
(3)
Copy FAD codes
6)
Investigate
debit tems by
ringing branch
i)
Investigate
remaining
items by
ringing branch
POLSAP Clear GL account
process ~ Task 4
file and sort by
‘Open GL
=I account
629452 in
collapsed value
layout
TssueTC?
(8) IssueTC
(stock cash
‘or bureau)
where value is 0
into a text file
(12)
TC brought
to account
om
Highlight Choose green
profit centre ination te Copy and
and choose en mcinpot execute and
Multiple “he casi select all
selection
‘Select MORE
and clear
selected
items
Ledger
corrected
POLO0088656
POL00088656
192
Remittance Shortage Suspense
Rule - PMR's use rem
‘suspense shortages
regularly for rem shortages
in cash bureau and stock
)
POLSAP Clear GL account
I process ~ Task 2
open GL @) @) @)
en
account Export Excel eaeined Clear GL
539106 in file and sort by Account
collapsed mse value is 0 into
teyout a text file I
(5)
Investigate
negative items
by ringing
branch
Bock TC setled
Issue loc ie
cenvaly and
NYY imvestate
‘spt
Investigate
remaining we a
items by
ringing the ® (10)
Issue TC nop] TCBrought
(stock cash to account
or bureau)
Open
POLSAP.
clear GL
account
Enter 539106
in Account
box
Highlight Choose green
profit centre apart
icon and impo
and choose preparediexttle
Multiple into 629452
selection
Copy and
exectte and
select all
Select MORE
and clear
selected
items
539106
POLO0088656
POL00088656
193
Remittance Surplus Suspense
Rule - PMRs use rem
suspense surplus regularly
for rem surplus in cash
bureau and stock
@)
Open GL
account
629452 in
collapsed
layout
(2)
(5)
Investigate
debit items by
ringing branch
—i—
Investigate
remaining
items by
ringing branch
POLSAP Clear GL account
process ~ Task 4
Export to excel
file and sort by
(10)
(8) Issue TC TC brought
(stock cash to account
or bureau)
where value is 0
into a text file
@)
Block TC settled
cenvaly and
investigate
dispute
IssueTo?
Open Highlight Choose green Select MORE
POrSAP Enter 629452 profit centre inperiten te Copy and and clear
dearGL in Account and choose iRpeedion te execute and selected
Sccount box Multiple into €29852 select all items
selection
6294562
POLO0088656
POL00088656
194
REMS GENERAL
Item
removed
from
Ledger
corrected
(1)
Open GL
account
suspense
3)
2 r
Clea all ril values byI Print negative _ (4)
POLSAP clear GL values Ring branch
account and request
539106 q adjustment
FA
a
Investigate
remaining
open items
Issue TC
POLSAP Clear GL account
process — Task 2
(stock cash
or bureau)
Highlight
porsne Enter 539106 profit centre cher “ be k ee
in Account and choose ITEMS anait
clear GL heer Mone where 0 can dtenesn
account sieves be seen CLEAR tems
Find negative values
process - Task 3
Sort LC amt
Open GL Change Choose Save as by ascending
Account line layoutto 539106 and Seas order to see
items collapsed execute negative
values
POLO0088656
POL00088656
195
POLO0088656
POL00088656
1.13 Appendices
Background
Appendix 1: Issuing of TCs — e2e daily process
Appendix 2: TC - Month End Procedures
Appendix 3: Issuing TC: 1) Enter Outgoing Invoices, Il) Auto upload
Appendix 4: Ageing of TC’s
Appendix 5: Aged Debt Disputes
Glossary of Control Owners
Job Title Control Owner
Senior Debt Recovery Manager Alison Bolsover
Senior Settlement Manager I Kay Wilson I
196
1.13.1 Appendix 1 - Issuing of TCs — e2e daily process ~ Process Flow
Issuing of TCs ~ e2e daily process
POLO0088656
POL00088656
Information
Management
server"Rodata
201707 100) )
197
POLO0088656
POL00088656
1.13.2 Appendix 2 - TC - Month End Procedures — Process Flow
Appendix 2:TC - Month End Procedures
Reconciliation &
Probity of own
accounts,
FSC Admin team
member
+
Fy I
g Reviews and signs 49.a.18 C4.9.a.17
= off FSC Team Manager FSC Team Manager
4 Monthly monitor TC Monthly monitor TC
2 cenwol acount onvol necourt
T “en0520 stack “assuo cake
No
%
f Reviews and i
= off
=
2 4.9.a.2/
2 casa
4 Prints files the
o reconciliations
p1az.bt
Check completeness ‘Sample check and
of reconciliations inspect sample
Central Reporting
& Controls
Manager
198
POLO0088656
POL00088656
1.13.3 Appendix 3 - Issuing TC: 1) Enter Outgoing Invoices, II) Auto upload— Process Flow
199
POLO0088656
POL00088656
1.13.4 Appendix 4 - Ageing of TC’s
Risk & Control Ageing of TC’s
Control(s): TC24.01
Risk: Transaction corrections are issued and not accepted, resulting in aged unresolved variances
Control objective: Identify aged transaction corrections and resolve
Frequency: Monthly
Control owner: FSC Team Leader (Dawn Phillips)
Control description: Identify aged balances: On a monthly basis, GL 531210 is reviewed to identify transaction correction balances aged > 2 months that have not been accepted in
branch. Follow up occurs through either TC reversal or follow up with branch.
200
POLO0088656
POL00088656
WoRIZON
1.13.5 Appendix 5 —~ POLSAP to CFS Account Mapping Table
This attachment contains the mappings of POLSAP accounts and the new GL account codes used within CFS.
POLSAP to CFS
account codes.xlsx
201