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Financial planning

Overview

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ATM Services for your customers

Financial services

  • Cash withdrawals
  • Balances and statements
  • Cash deposits
  • Payments and transfers
  • Send or receive eWallet
  • Send or receive Moneygram
  • Get a loan

Non-financial services

  • Prepaid airtime and electricity
  • Register for Cellphone Banking
  • Verify FNB App/Online Banking
  • Change online OTP details
  • Open savings or investment accounts
  • Change ATM PIN
  • Get funeral cover
  • Print A4 statements (at selected ATM with deposits)

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ATM with deposits

For complex high volume locations that form part of the retail nodal hub, where a deposit taking service is an absolute necessity for the surrounding node.

ATM Product Catalogue

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ATM Self Service Delivery Lobby

For complex high volume locations that can cater for FNB representation without the need for a branch, where a multi transaction service is an absolute necessity for the surroundings.

ATM Product Catalogue

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Drop Down Unit

For medium or high volume locations where there is a definite lack of space. Drop Down Unit ATMs are placed outdoors.

Drop Down ATM Catalogue

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Mobile ATM

A mobile device available for hire at varying events across South Africa.

Mobile ATM Product Catalogue

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Retail + Full ATM

Retail ATM

For complex multi-lane retail environments that attract a high footfall of customers.

Full ATM

For complex high volume locations that form part of the retail nodal hub, e.g. shopping centres, value marts and petroleum retailers.

ATM Product Catalogue

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Slimline ATM

For a single outlet or non complex retail environments like spaza shops, community stores and wholesalers.

Slimline ATM Product Catalogue

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Compliance, Fraud and Risk Rules

ATM

Anti Fraud measures by Banks

What are some of the responsibilities as a retailer or landlord?

Some Do's and Don'ts and Security tips communicated to customers

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Anti Fraud Measures by Banks

All banks are required to ensure that their devices are EMV compliant and certified with the Card Associations (VISA & MasterCard), in a nutshell that means that all ATM devices must have the ability to read the CHIP in a card.

By doing this the issuer (the bank and its product house who issues the card) is able to identify a card that may have been skimmed or cloned as the CHIP indicator will be missing from the transCall me back details when authorisation is requested. In this case the issuer will decline the transCall me back.

The CHIP in a card ensures additional safety to the user as the CHIP cannot be cloned or replicated.

A customer is most vulnerable when their card is swopped and their PIN is compromised. To protect yourself never allow anybody to hold or handle you card prior to conducting an ATM transCall me back which requires your PIN to be entered.

FNB constantly checks their ATMs for skimming devices and pinhole cameras on our ATM's and take all customer reports of any suspicious reports very seriously.

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Compliance, Fraud and Risk Rules

ATM

An ATM is one of the most convenient ways of banking. This innovative service mechanism provides bank customers with the ability to conduct their banking 24 hours a day at any ATM nationwide.

However, the increased usage of ATMs has also resulted in criminals devising various scams to defraud customers such as card skimming, swapping of cards, ATM shoulder surfing and the trapping of cards inside ATMs.

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What are some of the responsibilities as a retailer or landlord?

  • Surveillance cameras
  • Alarm system and armed response
  • A Clear visibility area (e.g. the ATM should not be situated too close to the corner of a building)
  • The ATM facilities should have an 'open structure' and should be designed in such a way as to allow for client privacy, safety and security.
  • The area where the ATM is to be installed should have adequate lighting
  • Cash In Transit Vehicles must be able to park closely to the ATM for easy accessibility and safety

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Some Do's and Don'ts and Security tips communicated to customers

Do's

Top Tip: Cover the keypad with your free hand when typing in your PIN.

  • If you think the ATM is faulty cancel the transCall me back IMMEDIATELY, report the fault to your Bank and try another ATM.
  • Have your card ready in your hand before you approach the ATM to avoid opening your purse, bag or wallet while in the queue.
  • Be cautious of strangers offering to help as they could be trying to distract you in order to get your card or PIN.
  • Report suspicious items or people around ATMs to the bank.
  • Choose familiar and well-lit ATMs where you are visible and safe. Report any concerns regarding the ATM to the Bank.
  • Be alert to your surroundings. Do not use the ATM if there are loiterers or suspicious people in the vicinity. Fraudsters are often well dressed, well spoken and respectable looking individuals.
  • If you are disturbed or interfered with, whilst transacting at the ATM, your card may be skimmed, by being removed and replaced back into the ATM without your knowledge. Cancel the transCall me back immediately and report the incident using your Banks
  • Know what your ATM looks like so that you are able to identify any foreign objects attached to it.

Don'ts

  • Do not ask anyone to assist you at the ATM, not even the security guarding the ATM or a Bank official. Rather go inside the bank for help.
  • Never force your card into the slot as it might have been tampered with.
  • Do not insert your card if the screen layout is not familiar to you. (E.g. if you are requested to enter a 10 digit PIN Number, or an unknown language is displaying the prompts).
  • Don't use ATMs where the card slot, key pad or screen has been tampered with. It could be an attempt to get hold of your card

Tips on protecting your PIN

  • Your PIN is your personal key to secure banking and it is crucial to keep it confidential.
  • Memorise your PIN, never write it down or share it with anyone, not even with your family member or a Bank official.
  • Choose a PIN that will not be easily guessed. Do not use your date of birth as a PIN.
  • Cover the keypad with your free hand when typing in your PIN as some criminals may place secret cameras to observe your PIN.

Telephone numbers for reporting ATM related incidents are displayed on all ATMs. FNB 0800 110 132

Additionally Customer Care number is on the back of all FNB cards.

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What this is


Get innovative
solutions and
an ongoing support
system



  • We have the ability to customise solutions and innovative transactions and products
  • We have a wide variety of signage options to choose from
  • We have a dedicated team monitoring service recovery
  • We maintain a 96%* availability standard during peak hours
  • We offer a 24/7 support desk for technical queries related to your device
  • We have a dedicated team monitoring service requests via multiple input streams
  • Our aim is to acknowledge complaints/queries within 2 hours of receipt, and resolve them within 48 hours*

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Customer experience


Adding value to your
customer experience



  • We develop a strong understanding of your unique business needs by analysing business intelligence data specific to your environment and identify opportunities to improve it
  • We work on understanding customers through research, usability studies and customer feedback
  • We monitor customers' perceptions and experience with our channel through customer care, social media and email
  • We proactively follow local and international trends to bring customers the best technology
  • FNB ATMs offer a personalised user interface through personalised product offers, personalised advertising and technologically advanced transactions such as pre-staged withdrawals

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Qualifying criteria

  1. Documents based on the type of business
  2. Other qualifying criteria may apply depending on the type of ATM, location and business category

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Documents needed

As a business owner in Petroleum

You will need to provide the following documents:

  • Average convenience store turnover (last six months)
  • Average litres of fuel sales (last six months)
  • Coordinated ATM signage approval for your site

As a business owner in a retail environment

Such as shopping centre, mall or supermarket you will need to provide information on your:

  • Level of infrastructure
  • Target Market
  • Retail profile
  • Tenant mix (if any)
  • Pedestrian traffic
  • Accessibility

ATM Solutions

24 hour banking convenience for your customers

FNB Self Service Delivery is responsible for the ATM network representation throughout South Africa.

What this is

Get innovative solutions and ongoing support

  • We have the ability to customise solutions and innovative transactions and products
  • We have a wide variety of signage options to choose from
  • We have a dedicated team monitoring service recovery

Customer experience

Adding value to your customers' experience


Our products and services
support the customers' needs and
we continuously work on
optimisation and innovations to
enhance the customers'
experience on an FNB ATM or self
service device.

What's hot

Helping you get started

There are a range of ATM products to suit your business needs and allow you to serve your customers better. Our focus is on placement, availability, and innovative products.

Free device installation

We'll help you get set up



Free Training

Fully understand your machine



Free receipt rolls for your device

Stationery to keep you going



Free maintenance + technical support

Always on call to help out



Free signage

Ensure customers know where you are



Types of ATMs

Standard ATM

Enables a broader range of transactions

Read more

Touchpoint ATM

Customers can make a cash withdrawal using a voucher

Read more

ATM with Deposits

Cash deposit function with QWERTY keyboard

Read more

Mobile ATM

For hire at events

Read more

Retail ATM

For high volume locations within retail hubs

Read more

Docun

Getting it made easy

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Qualifying criteria

Call me back
Contact us

Qualifying criteria

Documents needed

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Documents needed

Compliance, Fraud and Risk Rules

First National Bank - a division of FirstRand Bank Limited. An Authorised Financial Services and Credit Provider 1929/001225/06 (NCRCP20).

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Physical address

4 Merchant Place
Corner Fredman Drive and Rivonia Road
Sandton
2196

Postal address

PO Box 650149
Benmore
2010

Contact numbers

T: +27 11 282 1808
F: +27 11 282 8088