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Erudite AfricaCenter of Excellence
← International Money Transfers and Remittances

Customer service

Module 04 / 5 · 50 min

Track transfers, correct errors through proper reversals, handle cancellations and complaints fairly, open diaspora FCY accounts and turn remittance receivers into long-term customers.

In this module you will learn to

  • Explain a transfer's status and answer tracking enquiries
  • Correct payout errors through a controlled reversal
  • Handle cancellations, refunds and complaints under consumer protection rules
  • Open a diaspora FCY account correctly
  • Cross-sell accounts and wallets to remittance receivers

Built on

  • Erudite Africa course specification: 1.m International Money Transfers and Remittances, Level 1 Beginner (Ethiopian context module, October 2026)
  • NBE Directive No. FXD/01/2024 and its amendment FXD/04/2026; NBE Proclamation No. 1359/2025
  • National Payment System Proclamation No. 718/2011 as amended by No. 1282/2023, and NBE Directive No. ONPS/09/2023 (as reported)
  • AML/CFT Proclamation No. 780/2013 (as reported), the NBE KYC/CDD directive and FATF Recommendation 16
  • NBE Directive No. FCP/01/2020 on financial consumer protection (as reported)
  • Erudite Africa training module: Domestic Banking Operations (October 2026), for diaspora account and incoming remittance procedures

Examples and companies are fictional. Bank practices are shown as typical Ethiopian practice, not as any one bank's policy. Always apply your own institution's approved policy and the current NBE directives.