Base de connaissances

This document outlines Exim Bank Comoros' customer service mission, emphasizing rapid resolution and a human-centered approach. It details procedures for handling inquiries, focusing on efficiency and avoiding unnecessary verification steps, while also specifying conditions for escalating complex issues to human agents.

Exim Bank Comoros offers mobile banking with features like balance checks, internal and national transfers (up to 2,000,000 KMF daily), bill payments, and card management, requiring in-app enrollment with an SMS code. Payment timelines vary, from instant internal transfers to 2-4 business days for SWIFT, with specific procedures and refund policies in place for unauthorized transactions and fraud reporting.

Exim Bank Comoros offers personal, auto, home, school loans, and salary advances with varying interest rates and fees. Loan applications require specific documentation, with decisions usually made within 48 hours and disbursement within five working days, though larger loans require committee approval.

Exim Bank Comoros offers various accounts like current, savings, and term deposits with different opening fees and interest rates. Card products range from ATM to Visa Gold, each with daily/weekly spending limits, annual fees, and specific issuance times, with online payments requiring OTP confirmation. Key fees include charges for national and international transfers, foreign ATM withdrawals, and cheque services, while mobile banking is free.

Exim Bank Comoros offers withdrawal cards (GAB) with daily limits, Visa Classic and Gold cards with higher withdrawal and payment limits, and a rechargeable prepaid travel card. Card issuance takes 5-10 business days, activation is via the first ATM withdrawal with a PIN, and online payments are disabled by default but can be activated upon request with a 3D Secure OTP system.

Exim Bank Comoros offers various loans including personal, auto, real estate, and school loans with annual interest rates ranging from 8% to 12%, plus a 2% processing fee for personal loans. Loan procedures involve a 48-hour approval timeline, with funds disbursed within 5 business days after signing, and larger applications requiring weekly committee review.

Exim Bank Comoros offers various accounts including a current account with a 1,500 KMF monthly fee, a savings account with free monthly withdrawals and a 500 KMF fee per additional withdrawal, and term deposits with interest rates ranging from 3.25% to 5.75% depending on the duration. Account opening generally requires identification, proof of address, and photos, with a turnaround time of 24-48 hours for remote applications after KYC verification. The bank also provides a Diaspora account for international clients with no minimum deposit and free SEPA transfers, and a free "Compte Jeune" for individuals aged 12-25. Specific account features include an overdraft facility up to 30% of salary at 14% annual interest for the current account, and programmed savings with interest rates up to 4.25% for the project savings account.

Prêt Auto, Prêt Habitat, Prêt Éducation.

Exim Bank Comoros offers a fixed EUR exchange rate (1 EUR = 491.96775 KMF) and indicative rates for other currencies with a 1.75% margin, subject to availability and daily/travel limits. They also provide services like remote account opening for the diaspora with free SEPA, programmable transfers to Comoros with reduced fees, and fund repatriation procedures requiring documentation for amounts over 5,000,000 KMF.

This Exim Bank Comoros document outlines common fraud schemes, including phishing, fake merchant scams, and ATM skimming. In case of suspicion, agents should block cards, freeze transfers, and escalate to the fraud team, with a principle of reimbursement for unauthorized transactions reported before PIN compromise, but potential refusal for gross negligence.

Exim Bank Comoros offers various account maintenance fees based on customer type (personal, SME, corporate) and provides a range of services including withdrawals, transfers, and cards with associated charges. Procedures involve fees for international transactions, rejected checks, and specific attestations, with digital services like mobile banking largely free for customers.

Frais de tenue de compte, commissions de virement, tarifs cartes.

Fonctionnalités app mobile, activation, MPIN.

Grande Comore, Anjouan, Mohéli — horaires.

Exim Bank Comoros requires KYC renewal every 1 to 3 years, with submission of identity, residency, income/activity proof, and business registration documents. Incomplete KYC leads to account blocking for debits, with resolution within 24 hours of compliance, while transactions over 2,000,000 KMF or unusual activities trigger scrutiny and potential reporting to financial intelligence services.

The Exim Bank Comoros app offers account management, domestic transfers up to 2,000,000 KMF daily, and bill payments, with activation via SMS OTP or in-branch. Fees are not explicitly detailed, but certain procedures like phone number changes require in-branch or video verification, and some transfers may take up to 24 hours to clear.

Exim Bank Comoros offers business accounts with monthly fees, requiring a standard set of company registration documents for opening. Financing options include overdrafts up to one month's turnover at 13%, invoice discounting up to 80% with a 1.5% commission, investment loans up to 100 million KMF at 11%, and seasonal agricultural credit. Trade finance products like import letters of credit start at 0.5% per quarter, while documentary collections are 0.25%. Other services include mass transfers, POS terminals, and cash collection, with each SME assigned a dedicated account manager for direct support.

Exim Bank Comoros offers various transfer services, including free internal transfers, national transfers (SYSTAC) processed within 1-2 business days, and international SWIFT transfers taking 2-4 business days, with required justifications for amounts over 1,000,000 KMF. The bank also facilitates foreign fund reception within 24 hours, immediate money transfers via Western Union/MoneyGram/Ria, and direct debits requiring client mandates, with procedures for recalls and beneficiary errors.

This Exim Bank Comoros document outlines procedures for account management services, including account opening, statements, RIB, checkbooks, cards, limits, and ATM usage. It specifies key response actions for common customer requests, fee structures for services like checkbook issuance, and escalation protocols for complex or sensitive issues.

Exim Bank Comoros offers a diaspora account with various services including inbound/outbound transfers, foreign exchange, power of attorney, and project financing. Fees for outbound transfers are 15,000 KMF plus 0.3%, while inbound transfers under 500,000 KMF are free. Procedures involve specific document requirements for remote account opening, power of attorney legalization, and loan applications, with emphasis on clear communication of total costs and availability times.

This Exim Bank Comoros document outlines the troubleshooting procedures for their mobile application, covering issues like OTP reception, login failures, and transaction processing. It emphasizes verifying registered details, account status, and application updates, with specific actions and escalation points for each problem, while stressing the importance of never sharing sensitive credentials.

Exim Bank Comoros offers liquidity solutions like overdrafts (up to 1 month's turnover, 72h decision), invoice financing (1.5% commission, 48h payout), and import financing (0.5% quarterly commission, 5-day LC opening). For payroll, mass transfers submitted by noon are processed the same day, and client payments can be handled via TPE (12,000 KMF/month) or QR code (1% commission), with installation within 5 days.

This Exim Bank Comoros document outlines the loan application process, including eligibility checks based on income and existing debt (limited to 40%), and the calculation of monthly payments using a specified formula, alongside total costs and insurance. It also details dossier tracking with clear status updates, explanations for refusal with alternative solutions, and strict guidelines on communication, prohibiting promises of approval or premature announcement of committee decisions.

This Exim Bank Comoros document outlines a 5-step customer service method for handling complaints, beginning with emotional acknowledgment and concluding with satisfaction feedback. It details actions agents can take, such as fee reimbursements up to 20,000 KMF, and specifies escalation procedures for serious issues.

This document outlines the protocol for Exim Bank Comoros human advisors taking over calls from AI agents. Advisors must introduce themselves, acknowledge the customer's issue from the history, and state their immediate action. They are prohibited from asking the customer to repeat information or mentioning AI failures, instead stating they are taking over personally, and must adhere to the same knowledge base and procedures as the AI. Human advisors can offer goodwill gestures up to 50,000 KMF and expedite unblocking with manager approval. The closing procedure involves summarizing decisions, providing a ticket number, scheduling the next contact, and requesting a satisfaction rating.

Documents requis, fréquence, procédure.

This Exim Bank Comoros document outlines a card blocking procedure, free and immediate, followed by a review of recent transactions. Customers have legal deadlines (60 days for Visa, 13 months for unauthorized debits) to contest unrecognized operations, requiring a signed form for a provisional refund within 10 business days. A new card costs 10,000 KMF (free if fraud is proven), with delivery in 5-10 business days, and a temporary virtual card can be issued instantly.

Étapes de blocage immédiat, réédition, délai de livraison.

Exim Bank Comoros' loan products have monthly direct debits on the 5th, with a second attempt on the 15th if funds are insufficient. Fees include a 1% penalty for early repayment (except for specific loans) and a 15,000 KMF fee for loan restructuring. Procedures for late payments involve escalating actions from SMS reminders to legal proceedings, and loan restructuring is possible once per loan under specific conditions with a maximum 12-month extension.

Exim Bank Comoros offers various banking channels, including ATMs available 24/7 with specific reloading schedules, and agency services with appointment booking. Fees for retrieved swallowed cards are free within 24 hours, with destruction after seven days.

This Exim Bank Comoros document outlines customer service standards focused on efficiency and a positive client experience. It details procedures for speedy issue resolution, clear communication of financial details, and a strict protocol against requesting sensitive personal information.

Cours EUR/KMF, USD/KMF, XAF/KMF mis à jour BCC.

Exim Bank Comoros offers services including account opening (in-branch or remote), RIB retrieval, and card management. Fees apply for account maintenance, checkbooks, card replacement, and various transfer types, with specific procedures outlined for lost cards and transaction disputes. The bank provides personal loans with annual interest and processing fees, and facilitates business solutions like TPEs and client invoice financing. Procedures for document submission (KYC), password resets, and appointment scheduling are detailed, alongside customer support channels and bank operating hours.