Ebanking Manual

e-B@nking

U SER M ANU AL

ProCredit Bank Kosovo

https://ebanking.procreditbank-kos.com

Introduction to the e-banking user manual Dear Users, This e-banking User Manual will guide you on a step by step basis, on how to use and operate with our ebanking service. The manual is designed so as to guide and teach you on how to use our ebanking service through all of the screens that will appear when using the e-banking service. If you should find any difficulties in using our e-banking service do not hesitate to contact our call center (038/555555 and 049 555; [email protected]) with your remarks, issues or questions.

ProCredit E-banking team

Table of Contents 1.General description of the service 1.1.User profiles 1.2.User guidelines for E-banking ... 1.3.Payment order with E-banking 1.4.Execution of transactions ordered with E-banking 1.5.Fees and commissions 1.6.Responsibility 2.Instructions 2.1.Log-in 2.2Account summary 2.3AccountActivity 2.4.Transfer order 2.5.Institutional transfers within PCB branches 2.6.National Transfers 2.7.International Transfers 2.8.Orders option 2.9.Change Password 3.Exit the system 4.Technical requirements 5.Security 6.24Hour Help desk 7.Glossary of terms

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1.General description of the service E-banking is a service that provides ProCredit Bank's clients with access to their bank accounts and ability to operate with them through the Internet With the Internet Banking System every client can make use of the following banking services: a. Operations with accounts: Institutional Payment executions within PCB Branches National Payment executions for other local banks in EUR currency International payment order for commercial transactions b. Information about accounts: Account movements and balances Daily account statements Viewing your recent orders made through e-banking Viewing all orders you made through our bank

1.1. User profiles 'User' as per the Internet banking system is any physical person who is authorized to operate with the bank accounts held with ProCredit Bank and is given a unique user name and password to access Ebanking. The user can access only his/her accounts of that to whom he or she is

authorized.

1.2. User guidelines for e-Banking Access to the Internet Banking System is allowed only for those client that has applied for ebanking service at the ProCredit Bank branches. To gain access, all you need is to open the secured and certified ProCredit Bank Kosova web page

https://ebanking.procreditbank-kos.com

1.3. Paymentorder with E-banking 1.The Bank receives orders made through E-banking constantly - 24 twenty-four hours a day. This time is deemed relevant if misunderstanding arises between the parties. 2.E-banking automatically does note execute orders with incorrectly filled fields or orders when account balances are insufficient.

1.4. Execution of transactions ordered with E-banking 1.The Bank processes the received payments orders from Monday to Friday between 8.30 a.m. and 6.00 p.m. (except all Kosovar official holidays). a) Institutional transfer orders are processed from 8:30 a.m. till 6.00 p.m. with the same value

days. b) National transfer orders are processed with same value date from 8.30 a.m. till 2.00 p.m. c) International transfer orders are processed with same value date as per Correspondence Banks Cut-off times see under Terms & Conditions Correspondence banks 2.The orders are checked for account balance sufficiency by their order of receipt. They are executed one by one until their aggregate sum exceeds the current balance on the respective

account.

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1.5.Fees and commissions:To use the services offered by E-banking you owe the Bank fees and commissions in the amount set by ProCredit Bank's terms & conditions, price list. The Bank has the right to change the Terms and Conditions, price list at any time with prior notice to its clients as the Bank considers proper.

1.6.Responsibility 1.When executing client orders the Bank sees to the lawfulness of the transactions. 2.The client is responsible for all consequences of a wrong or inaccurate order. 3.When executing a client order with errors the Bank is responsible in the general manner. 4.The Bank is not responsible for unlawful actions by third parties, which are detrimental to the client as a result of using E-banking, as well as for failure to execute the client orders due to technical reasons outside its control. 5.The users have the duty to keep in a safe and proper place the active RSAIDSecure token. 6.The users have the duty to keep secret their codes and passwords for access to E-banking. It is not recommended to write down the codes and passwords. 7.The Bank is not responsible when finding out passwords, codes of RSA IDSecur token by third parties.

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2.Instructions 2.1.Log-in

https://ebanking.procreditbank-kos.com

When you select our e-banking service you should log-in. In order to log-in please select the language, enter your username and your password and then enter the six digits which are currently in your token (RSA Secur ID), which you have taken from the bank. After you have entered all needed information you should click on Log-in button and you will have possibility to view your account. Below the Log-In button you have three links: 1. Terms and Conditions 2. Price List, and 3. User Manual By clicking any of these links you will have possibility of reading more information on how to use our ebanking service, whereas the User Manual is the same document which was handed to you when applying for ebanking.

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2.2Account summary

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The first screen you will see is your Account Summary. This page shows a list of your accounts (e.g. Current Account, Savings Account, Time Deposit Account) and also your Credit cards/Overdrafts held with ProCredit Bank Kosova and its summary.

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-Printable version

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If you want to print your accounts statements you should click on Printable version and the pop-up will appear in the screen.

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This pop-up is prepared in the way your account statements to be printed in formatted form for filing purposes. Please click Print button if you want to print or if you want to close the printable version you should click the Close button.

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2.3AccountActivity If you want to check you previous activities with our bank you should click on the AccountActivity in the left side of your screen. Entering the option Account Activity following screen appears:

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Please first choose the account you wish to review and click on Confirm button to confirm the account. Choosing dates for a period selected from the calendars, follow the steps below for completion of this option.

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When you have selected the account you should specify the period for when you wish to see the detailed transactions. By clicking in the small calendars there will appear a pop-up where you should select the dates. When you select the dates you should click the Enter button and the dates will appear in the screen.

From

To

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The selected dates are shown in the field Statement for Period , see below

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When you select the account and the dates you should click on Submit button and your account statement will appear in the screen (as follows)

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You also have the option to select your account statement for the last 10, 30 or 90 days. When you select the number of days you want to view you should click on Submit button and your account activity will be in the screen.

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If you would like to view another account you should select the account, click Confirm button then click the Submit button again.

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-Printable version If you want to print your accounts statements you should click on Printable version and the pop-up will appear in the screen.

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This pop-up is prepared in the way your account statements to be printed in formatted form for filing purposes. Please click Print button if you want to print, or if you want to close the printable version you should click the Close button. You also have the possibility of extracting this list in the Microsoft Excel sheet by clicking To Excel button.

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2.4.Transfer order There are following kinds of transfers that you can give the order through E-Banking: Institution- between and within PCB branches in Kosova National- to other local banks International- to banks outside of Kosova The research and the statistical department of BPK started from 01st September 2005 the so called International Transaction Reporting System (ITRS) project for International Outgoing Payment Orders. The ITRS project has been developed in compliance with UNMIK Regulation 2001/24 and the BPK Amendment Rule XI and the purpose is statistical for BPK. The International Transactions Reporting System (hereinafter ITRS) is a system that is being implemented explicitly for statistical purposes, for the compilation of balance of payments (hereinafter "BOP") of Kosovo, which is a statistical statement that systematically summarizes the economic transactions of an economy with the rest of the world over a specific period. The ITRS Codes are requested to be completed exclusively and only for payments of EUR 10,000.00 or more, or equivalent in other currencies between resident and non-resident there are included all international outgoing payment, national payments between you as resident to the non-resident account such as KFOR UNMIK, and its pillars, between you as non-resident to the account of resident Amounts less than EUR 10,000.00 are not requested to have the ITRS codes. Due to that you as our E-banking client should apply to this regulation once your payment order given through e-banking fulfill the following features: -Equal or above 10,000.00 -As Resident of Kosova -International Outgoing payment order -National outgoing order from your account as resident to another non-resident, such as: KFOR, UNMIKandits pillars, embassies etc. -Institutional payment orders within PCB from your account as resident to account of non- resident. -As Non-Resident of Kosova -For national outgoing payment orders and institutional within PCB, from your account as nonresident to the account of resident.

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2.5.Institutional transfers within PCB branches If you want to make a transfer within ProCredit Bank branches you should click the Institution option under Transfers submenu and the screen below will appear:

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Note: Make sure you have correct information for the money transfer. You should select the account number you would like to be debited and click the Confirm button and the following screen appears indicating your available balance of the account you have selected.

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You should fill in the fields down in the menu in order your transfer details to be completed as possible (as described below): -At the Beneficiary account indicate the account number of the beneficiary. -At the Beneficiary name field indicate the name of the beneficiary -At the Beneficiary address the address of beneficiary, at least city name.

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Also you should enter the Amount and the Reason in the Payment Details in the menu. Once again go through the information that you entered to make sure that the given information are correct and then you can click on Update button in order to keep the beneficiaries data reminded for future transactions. You should click the Next button and the field for token number will appear.

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You should indicate six digits from token and then press Finish button. After you have clicked the Finish button the printable form of the transfer will appear and this form confirms the order for execution.

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This pop-up is prepared in the way your transfer order confirmation to be printed in formatted form for filing purposes. Please click Print button if you want to print or if you want to close the printable version you should click the Close button.

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2.6.National Transfers If you want to make transfers to other banks in Kosovo you should click on National option under Transfers submenu and the screen for National Transfers will appear. Note: Make sure you have correct information for the national money transfer.

https://ebanking.procreditbank-kos.com

You should fill in the fields down in the menu in order your transfer details to as completed as possible (as described below): -At the Beneficiary account indicate the account number of the beneficiary. -At the Beneficiary name field indicate the name of the beneficiary -At the Beneficiary address the address of beneficiary, at least city name. -At the Beneficiary Bank indicate the local bank of the Beneficiary (example Banka e re e Kosoves, Banka Ekonomike etc.) Scroll down with the mouse or with the down shown narrow on keyboard.

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Also you should enter theAmount and the Reason in the Payment Details in the menu.

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Once again go through the information that you entered to make sure that the given information are correct and then you can click on Update button in order to keep the beneficiaries data reminded for future transactions.

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Youshould indicate six digits from token and then press Finish button. After you have clicked the Finish button the printable form of the transfer will appear and this form confirms the order for execution.

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In order for this payment to be executed then depending on the payment type you should select the corresponding code. If the payment is from resident to resident then you should select the Neutral Code (999).

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When you select the code you should enter the six digit-numbers from the token and to click the Finish button.

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This pop-up is prepared in the way your transfer order confirmation to be printed in formatted form for filing purposes. Please click Print button if you want to print or if you want to close the printable version you should click the Close button.

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2.7.International Transfers If you want to make transfers to other banks in other countries you should click on International option under Transfers submenu and the screen for International Transfers will appear. Advise for international Payment order through e-banking To EUcounties banks: Most significant to be processes strait through SWIFT data base are data's for the beneficiary beside the SWIFTcode that is the most necessary 1.IBAN sixteen digits number both numbers and letters. If you have this you should indicate at beneficiary account number field (all EU banks client now their account numbers are identified with

IBAN). For USAbanks A lot USA banks r aren't used to give to the clients their SWIFT code but in replace of that as bank details they used so called CHIP CODE or routing /aba number .So please don't be surprised if they tell you that they don't have SWIFT if they do so always make sure they will give to you the bank CHIP Code /routing orAba number. The CHIPCode/ABA/ Routing number you have to indicate at bank code field. See screen. Details of Charges only BEN and OUR BEN beneficiary pays the charges but only charges of the intermediate bank if there might be any and its own banks; this means that you as ordering client always will pay PCB charges as per our price list for outgoing international money transfers. OUR ordering customer will pay all charges (you as ordering client should pay PCB charges, intermediate bank charges and beneficiary bank charges).

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https://ebanking.procreditbank-kos.com

You should fill in the fields down in the menu in order your transfer details to as completed as possible (as described below): -At the Beneficiary account indicate the account number of the beneficiary. -At the Beneficiary name field indicate the name of the beneficiary -At the Beneficiary address the address of beneficiary, at least city name. -At the Beneficiary Bank indicate the international bank of the Beneficiary (as in example)

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https://ebanking.procreditbank-kos.com

After you have entered the beneficiary information you should enter the beneficiary bank information. One of the main information is the SWIFT Code which you can find in the directory installed in the database and will help you for easier search of Beneficiaries bank SWIFT. .

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Youshould click in the Swift Code (link) and the table with the banks and their swift codes will appear. By clicking the name of the bank in the Bank Name field or the swift code in the Swift Code field and if you click the Search button in the table you will have listed all the banks (or Swift codes) which correspond to entered information. When you find the proper bank you should click Select in the left side of the table and then click Submit in the top of the table in order for this information to be inserted in the International Transfer form that you were filling. You should have on mind that only Intermediary bank field is optional and all other fields are mandatory. Also you should enter the Amount, the Reason and select the currency in the Payment Details in the

menu.

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You should also select the type of charge that should be applied to International money transfer (OUR, SHAor BEN you may find description in the Glossary of Terms), cross check the PCB-se Price list on Terms & Conditions menu. Once again go through the information that you entered to make sure that the given information are correct and then you can click on Update button in order to keep the beneficiaries data reminded for future transactions.

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Youshould indicate six digits from token and then press Finish button. After you have clicked the Finish button the printable form of the transfer will appear and this form confirms the order for execution.

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https://ebanking.procreditbank-kos.com

This pop-up is prepared in the way your transfer order confirmation to be printed in formatted form for filing purposes. Please click Print button if you want to print or if you want to close the printable version you should click the Close button.

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https://ebanking.procreditbank-kos.com

If the payment is larger than 10.000, depending on the payment type you should select the corresponding code. If the payment is from resident to resident then you should select the Neutral Code (999).

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When you select the code you should enter the six digit-numbers from the token and to click the Finish button.

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Note: The international money transfer order is registered will be executed in the international department of ProCredit Bank. This pop-up is prepared in the way your transfer order confirmation to be printed in formatted form for filing purposes. Please click Print button if you want to print or if you want to close the printable version you should click the Close button.

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2.8.Orders option If you want to view your 100 last orders you have made via e-banking you should select Orders option under the Transfers submenu and the screen bellow will appear.

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Youmayview the orders in your screen or you could print them by clicking Printable version button.

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2.9.Change Password

https://ebanking.procreditbank-kos.com

If you want to change you password you should click on the Change password submenu in the left. Whenthe Change Password table appears in the screen you should enter -At the Current Password field indicate your current password -At the New Password field indicate the new password you want to have in the future -At the Confirm New Password field indicate the new password you want to have in the future in order to confirm your new password -At the Token field indicate the six digits that are currently in your RSASecurID Whenyou fill all these fields you should click the Submit button and your password will be changed.

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3.Exit the system

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After you finish working with the E-banking by all means use the button "Log out" (on the top of the page) to shut down the active connection with E-banking's servers. In this way you eliminate the possibility of unauthorized access or abuse from your workstation.

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4.Technical requirements In order to use the E-banking Banking System it is sufficient to have Internet access from any computer. You do not need any additional technical or software applications. It is recommended that your computer fulfills the following requirements: 1. Operating system - Windows 95/98/2000, LINUX. 2. Internet browser - Internet Explorer 5.0, Netscape 4.0, Opera 4.0, Mozilla 1.3. Internet connection - advisable speed no less than 28.8 Kbps.

5.Security ProCredit Bank not only provides the service E-Banking to its clients, but also takes full responsibility for protection of the whole process from fraudulent activities. Protection is organized on three levels and eliminates all chances for penetration : 1. Connection security https protocol. Your access to E-Banking's servers is encrypted with https protocol to ensure the channel security. 2. U s e r n a m e a n d p a s s w o r d + y o u r R S A S e c u r i t y I D . The system for Internet banking requires registration of physical and juridical persons who have already registered as ProCredit Bank's clients. As Bank's clients they have a client number and accounts. Those clients who desire to use the service Access to ProCredit Bank Kosova E-Banking need to apply in ProCredit Bank's branches in order to be registered as an E-banking user. When registering in E-Banking the client should be registered once. A user is a physical person who is authorized to operate with his/her bank accounts and is given a unique user code (banks client number), password and the RSA Secur ID. After receipt of the user code, password and the RSA SecurID (token) at first log-in the password should be changed. Keeping the password and code secret from the moment of their receipt onwards is the user's responsibility. The user name, password and the token RSA SecurID ensure access to E-Banking and enables manipulation with E-banking products. The user can access only those accounts for which he or she is a u t h o r i z e d The Bank may block access to E-Banking to any user whose actions are against the law, the General Rules and Guidelines for operation with E-banking or are threading the security of the system. 3. Signing the transactions with RSASecurID (token) RSA SecurID Key displays a unique code generated by the RSA SecurID has algorithm in combination with the unique symmetric key contained in the token. Augmented by an internal clock, the algorithm generates a new code every 60 seconds for the programmed life of the token. This hardware device is a standard-sized that connects easily to any key ring and fits into a user's pocket or small carrying case. You rely on RSA Security technology every day to safeguard your information for your account held with ProCredit Bank, and your business depends on their performance. To ensure that your security solution is complete, ProCredit Bank Information Technology (IT) staff provides comprehensive technical support for your RSA Security systems. Whether you have a simple functionality question or a complex critical issue, our IT and its authorized support partners can help with expert advisory resources and prompt problem resolution - wherever and whenever you need it. It's all part of the commitment to supporting top-notch enterprise security solutions with the highest quality service. ProCredit Bank provides customers with technical telephone support services during regular business hours, as well as patches, maintenance updates and all major product releases on a regular basis.

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6.24Hour Help desk The Bank maintains the service E-banking Help Desk. The clients calling +381 38 240 248 130 or sending e-mails at [email protected] can receive help and consultations related to the practical use of E-banking. The support team will provide general information about the service as well.

7.Glossary of terms 1.Account Balances- The current statement on your account 2.Account balances are insufficient Your account balance is lower than amount in your transfer order 3.Account Summary The Summary of all your accounts held with our bank 4.Beneficiary account The account number of transaction beneficiary 5.Beneficiary address The office/home address of transaction beneficiary 6.Beneficiary Bank Name of the transaction beneficiary's bank 7.Beneficiary name Name of the transaction beneficiary 8.Correspondence Bank - The foreign banks representative who regularly performs services for a bank which has no branch in the relevant country 9.Correspondence Bank Cut-off time The end of time when the bank receives transactions 10.Encrypted - Similar to "coded" in that it is a way to attempt preserving someone's confidentiality. Encrypting is supposed to be more secure, in that not all researchers would necessarily have access to the exact code or method of encryption. 11.Https protocol - Protocol enabling the secured transmission of Web pages 12.Incorrectly filled fields Fields which are not filled with correct information 13.Institutional Payments Payments made inside ProCredit Bank Kosovo 14.Intermediary swift Swift Code of Intermediary Bank 15.International Payments Payments made from ProCredit Bank Kosovo to any other bank

abroad. 16.National Payments Payments made from ProCredit Bank Kosovo to any other bank in Kosovo 17.Orders made through e-banking Transaction orders made through ProCredit e-banking service 18.Orders made through our bank Transaction orders made through our bank (e-banking and

branch) 19.RSA SecurID token This hardware device is a standard-sized that connects easily to any key ring and fits into a user's pocket or small carrying case, displays a unique code generated by the RSA SecurID, has algorithm in combination with the unique symmetric key contained in the token. Augmented by an internal clock, the algorithm generates a new code every 60 seconds for the programmed life of the token. 20.Swift Code - An 8 or 11 digit alphanumeric identifier that uniquely identifies a financial institution. Used in international wire transfers. 21.Type of Charge for International Transfers the charges which should be paid to the bank, correspondent bank and intermediary bank. a. Beneficiary Charges will be paid by the receiver b. Shared Charges will be shared and paid by two parties C. Order Charges will be paid by order

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