This Guide defines the manner of communication between users and Hipotekarna banka (hereinafter: the Bank) via video calls. A video call подразumijeva communication between the user and the Bank in video format, with the possibility of exchanging messages via SMS and two-way screen sharing.

This User Guide, together with the General Terms and Conditions governing transaction accounts and the provision of payment and other services in Hipotekarna banka AD Podgorica, constitutes an integral document.

VIDEO CALL

The Bank enables communication via video call to all persons (clients and non-clients). The video call is initiated by clicking on the access link https://ccviber.hb.co.me/video-chat/ available on the Bank’s website hipotekarnabanka.com. When initiating a video call, for identification purposes, it is mandatory to enter the following data: first name, last name, and phone number or email address.

The video call between the user and the Bank is established after the user consents to the recording and storage of the communication and accompanying documents.

Before establishing the video call, the user will receive a notification to enable the microphone and camera on the device from which the video call is initiated (computer, tablet, or mobile phone).

If all technical prerequisites are met, the process of establishing the video call begins and the user receives information on the screen that the first available Contact Center agent will respond.

Upon establishing the video call, communication between the user and the Contact Center agent begins.

During the video call, the user can see the name of the Contact Center agent, as well as the call duration. The user has the option to turn off the video, mute the sound, end the call, as well as send a message to the Bank via SMS.

Additionally, the video call service includes the functionality of “two-way screen sharing”.

Communication is conducted in real time, and the channel is available Monday – Friday from 08:00 to 16:00 Central European Time.

If, during the conversation, the Contact Center agent assesses that identification is necessary depending on the requested service, the agent will initiate the identification process.

The Contact Center agent performs client identification as follows:

• Video ID verification – mandatory
• SMS OTP verification (optional – if deemed necessary by the agent)

1.1 Video ID verification

The agent instructs the client to bring the front and back side of a valid identification document into the camera view, based on which the client was identified when opening the account (ID card, passport), and takes a screenshot of the displayed image.

The agent checks whether the displayed document matches the document in the Bank’s database and verifies its validity.

The agent instructs the client to bring their face into the camera view, in order to create a portrait both without and with the document placed next to the face, takes a screenshot, and verifies the match between the face and the document.

The agent performs final verification confirmation and receives a notification that the video identification was successful and may continue communication.

The Contact Center agent is authorized to assess whether the client meets these prerequisites and whether valid identification can be performed, or to terminate the identification process if it cannot be carried out.

1.2 SMS OTP verification

The agent initiates sending a one-time OTP code to the phone number registered by the client with the Bank;

The client receives a request on their device screen (phone, tablet, or computer) to enter a five-digit code;

Upon receiving the code, the client is required to enter it in the designated field on the screen;

The client and agent receive a notification of the verification result – whether the code is correct/incorrect and whether the verification is successful/unsuccessful.

The Contact Center agent reserves the right to refuse the user’s request without additional explanation if any irregularities are observed in terms of security, technical prerequisites (camera quality, lighting, sound, etc.), or potential fraudulent attempts.

VIDEO CALL FUNCTIONALITIES

Basic services that the Bank provides to users via video call include:

• general information about the Bank’s products and services;
• information about current offerings

In addition to the above services, the client will be able to apply for the following services via video call:

• blocking a payment card at the client’s request in case of loss or suspected misuse;
• changing predefined limits on payment cards;
• assistance in reporting issues with any Bank service or application;
• obtaining information about their account number and account balance;
• obtaining an account card;
• changing the contact phone number, SMS service and 3D Secure, with submission of a signed request via email to kontakt@hb.co.me;
• submitting a request to activate mHB klik or Hbklik service, if already using one of these services, with submission of a signed request via email to kontakt@hb.co.me;
• submitting a request to change the verification method for HB klik (TAN instead of OTP), with submission of a signed request via email to kontakt@hb.co.me;
• request for activation of a card that is blocked locally or by the processor, with submission of a signed request via email to kontakt@hb.co.me;
• if already using the mPremium service, submitting a request for m/HB klik with submission of a signed request via email to kontakt@hb.co.me;
• revoking authorization for authorized persons on their accounts, with submission of a signed request via email to kontakt@hb.co.me;
• blocking cards linked to the account of the account holder (authorized persons).

2. USER OBLIGATIONS

Recording, public disclosure, or any other processing of video calls and conversations by the user is prohibited.

3. BANK OBLIGATIONS

Video calls are recorded and stored, as well as documents submitted to the Bank during user identification, based on the user’s consent given immediately before establishing direct communication with the Contact Center agent.

Video recordings of each conversation are stored in a special encrypted format on the Bank’s servers, within the timeframes and in the manner prescribed by legal regulations and internal Bank procedures.

The Bank will use user data obtained via video calls exclusively for the purpose for which it was collected.

4. SERVICE FEES

The Bank will not charge a fee for using video calls as a communication channel. Other fees are charged in accordance with the Bank’s applicable tariff for each individual service provided.

5. FINAL PROVISIONS

This User Guide shall enter into force on the date of its adoption.