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Probationary Officers’ Program

Workbook for
Branch Internship I
TABLE OF CONTENTS

1. INTRODUCTION ............................................................................................................................ 5

2. OBJECTIVE ..................................................................................................................................... 6

3. GENERAL GUIDELINES FOR THE INTERN POS ......................................................... 7

4. SCHEDULE ...................................................................................................................................... 8

4.1 WEEK-WISE SCHEDULE ................................................................................ 8


4.2 DAY-WISE SCHEDULE .................................................................................. 9
5. WEEK 1 .......................................................................................................................................... 10

5.1 WEEK 1 - DAY 1 - BRANCH OVERVIEW ............................................................................ 10


5. 2 WEEK 1 - DAY 2 – BRANCH OVERVIEW ........................................................................... 12
Role Overview................................................................................................................................................ 12
5.3 WEEK 1 - DAY 3 – BRANCH OVERVIEW ............................................................................ 14
DQM and Lobby Management ....................................................................................................................... 14
5.4 WEEK 1 - DAY 4 – BRANCH OVERVIEW ............................................................................ 16
(a) Infrastructure & Equipments ..................................................................................................................... 16
(b) Software applications at branches ............................................................................................................. 16
5.5 WEEK 1- DAY 5 – BRANCH OVERVIEW............................................................................. 18
(a) Understanding the GL of branch ............................................................................................................... 18
(b) Branch Performance Parameters ............................................................................................................... 18
(c) Customer Service Measures ...................................................................................................................... 18
5.6 WEEK 1 - DAY 6 – BRANCH OVERVIEW ............................................................................ 20
(a) Familiarisation of reports and registers ..................................................................................................... 20
(b) Go through Five S Concepts. .................................................................................................................... 20

6. WEEK 2 .......................................................................................................................................... 22

6.1 WEEK 2 - DAY 1 - BASIC DESKS @ BRANCH ........................................................................ 22


(a) Account Opening Objectives .................................................................................................................... 22
(b) Account Opening Process ......................................................................................................................... 22
(c) KYC Guidelines ........................................................................................................................................ 22
6.2 WEEK 2 – DAY 2 – BASIC DESK @ BRANCH........................................................................ 24
(a) Different types of Accounts and Variants ................................................................................................. 24
(b) Recurring Deposits / Fixed Deposits ........................................................................................................ 24
6.3 WEEK 2 – DAY 3 – BASIC DESK @ BRANCH........................................................................ 26
Different types of Accounts and Variants Continued ..................................................................................... 26
6.4 WEEK 2 – DAY 4 – BASIC DESK @ BRANCH........................................................................ 27
Opening of Saving Account ........................................................................................................................... 27
6.5 WEEK 2 – DAY 5 – BASIC DESK @ BRANCH........................................................................ 28
Opening of Current Account .......................................................................................................................... 28
6.6 WEEK 2 – DAY 6 – BASIC DESK @ BRANCH........................................................................ 29
Jewel loan ....................................................................................................................................................... 29

PO Internship Workbook I
7. WEEK 3 .......................................................................................................................................... 30

7.1 WEEK 3 – DAY 1 – BASIC DESK @ BRANCH........................................................................ 30


(a) Cash Desk Objectives ............................................................................................................................... 30
(b) Safety Measures in cash ............................................................................................................................ 30
(c) Cash opening ............................................................................................................................................. 30
7.2 WEEK 3 – DAY 2 – BASIC DESK @ BRANCH........................................................................ 33
7.3 WEEK 3 – DAY 3 – BASIC DESK @ BRANCH........................................................................ 34
(a) Handling of Mutilated Notes ..................................................................................................................... 34
(b) Handling of Counterfeit Notes/ Fake notes ............................................................................................... 34
(c) Cash Closing ............................................................................................................................................. 34
7.4 WEEK 3 – DAY 4 – BASIC DESK @ BRANCH........................................................................ 36
Cash Desk ....................................................................................................................................................... 36
7.5 WEEK 3 – DAY 5 – BASIC DESK @ BRANCH........................................................................ 37
Cash Desk ....................................................................................................................................................... 37
7.6 WEEK 3– DAY 6 – BASIC DESK @ BRANCH ........................................................................ 38
(a) ICMC Services .......................................................................................................................................... 38
(b) Remittance Desk Objectives ..................................................................................................................... 38

8. WEEK 4 .......................................................................................................................................... 40

8.1 WEEK 4 – DAY 1 – FUND TRANSFER / REMITTANCE DESK @ BRANCH .............................................. 40


(a) Issuance of draft ........................................................................................................................................ 40
(b) Demand draft/ PO revalidation ................................................................................................................. 40
(c) Cancellation & Duplicate DD/PO issue .................................................................................................... 40
8.2 WEEK 4 – DAY 2 – FUND TRANSFER / REMITTANCE DESK @ BRANCH .............................................. 42
8.3 WEEK 4 – DAY 3 – FUND TRANSFER / REMITTANCE DESK @ BRANCH .............................................. 43
8.4 WEEK 4 – DAY 4 – FUND TRANSFER / REMITTANCE DESK @ BRANCH .............................................. 44
RTGS.............................................................................................................................................................. 44
NEFT .............................................................................................................................................................. 44
8.5 WEEK 4 – DAY 5 – FUND TRANSFER / REMITTANCE DESK @ BRANCH .............................................. 46
Transfer Cheques ............................................................................................................................................ 46
8.6 WEEK 4 – DAY 6 – FUND TRANSFER / REMITTANCE DESK @ BRANCH .............................................. 47

9. WEEK 5 .......................................................................................................................................... 48

9.1 WEEK 5 – DAY 1 – QUERY HANDLING DESK @ BRANCHES ......................................................... 48


Saving Account Queries handled at query desk ............................................................................................. 48
9.2 WEEK 5 – DAY 2 – QUERY HANDLING DESK @ BRANCHES ......................................................... 49
Calculations .................................................................................................................................................... 49
9.3 WEEK 5 – DAY 3 – QUERY HANDLING DESK @ BRANCHES ......................................................... 50
9.4 WEEK 5 – DAY 4 – QUERY HANDLING DESK @ BRANCHES ......................................................... 51
Accounts servicing request ............................................................................................................................. 51
9.5 WEEK 5 – DAY 5 – QUERY HANDLING DESK @ BRANCHES ......................................................... 52
9.6 WEEK 5 – DAY 6 – QUERY HANDLING DESK @ BRANCHES ......................................................... 53

10. WEEK 6 ....................................................................................................................................... 54

10.1 WEEK 6 – DAY 1 – QUERY HANDLING DESK @ BRANCHES ....................................................... 54


10.2 WEEK 6 – DAY 2 – QUERY HANDLING DESK @ BRANCHES ....................................................... 56
10.3 WEEK 6 – DAY 3 – QUERY HANDLING DESK @ BRANCHES ....................................................... 57
10.4 WEEK 6 – DAY 4 – QUERY HANDLING DESK @ BRANCHES ....................................................... 58
Queries handed at current account desk ......................................................................................................... 58
10.5 WEEK 6 – DAY 5 – QUERY HANDLING DESK @ BRANCHES ....................................................... 59
Details of fixed deposit ................................................................................................................................... 59
10.6 WEEK 6 – DAY 6 – QUERY HANDLING DESK @ BRANCHES ....................................................... 60
PO Internship Workbook I
Details of fixed deposit ................................................................................................................................... 60

11. WEEK 7 ....................................................................................................................................... 62

11.1 WEEK 7 – DAY 1 – CLEARING DESK AND PRODUCTS @ BRANCH .................................................. 62


11.2 WEEK 7 – DAY 2 – CLEARING DESK AND PRODUCTS @ BRANCH .................................................. 63
Standalone branches clearing ......................................................................................................................... 63
11.3 WEEK 7 – DAY 3 – CLEARING DESK AND PRODUCTS @ BRANCH .................................................. 65
11.4 WEEK 7 – DAY 4 – CLEARING DESK AND PRODUCTS @ BRANCH .................................................. 66
11.5 WEEK 7 – DAY 5 – CLEARING DESK AND PRODUCTS @ BRANCH .................................................. 67
11.6 WEEK 7 – DAY 6 – CLEARING DESK AND PRODUCTS @ BRANCH .................................................. 69

12. WEEK 8 ....................................................................................................................................... 70

12.1 WEEK 8 – DAY 1 – FIELD VISITS – CUSTOMER VISIT ............................................................. 70


(a) Catchments Mapping ................................................................................................................................ 70
(b) Visit PB Clients with seniors .................................................................................................................... 70
12.2 WEEK 8 – DAY 2 – FIELD VISITS – CUSTOMER VISITS ............................................................ 72
Visit HNI customers with seniors ................................................................................................................... 72
12.3 WEEK 8 – DAY 3 – FIELD VISITS – CUSTOMER VISITS ........................................................... 73
Visit to Current Account Clients with BSM / BM ......................................................................................... 73
12.4 WEEK 8 – DAY 4 – FIELD VISITS – CUSTOMER VISITS ........................................................... 74
Visit to Corporate Salary Clients with SM / BM if applicable. ...................................................................... 74
12.5 WEEK 8 – DAY 5 – SPEND THE DAY WITH THE MENTOR ......................................................... 76
12.6 WEEK 8 – DAY 6 – SPEND THE DAY WITH THE MENTOR ......................................................... 77

PO Internship Workbook I
Introduction

Dear PO Intern,

You have successfully completed the first phase of the PO Classroom program. This would have given
you a broad perspective of the Bank & the branch banking operations.

But given the magnitude of the banking universe and the dynamism of your role, the learning curve
needs to continue for you through understanding the nuances of various activities at the branches.

Hence, you would now be undergoing the next phase of the PO Programme at the branch through an
8 week On-the-Job training aimed at moulding you into your role and also giving you an opportunity
to implement the classroom learning in your day-to-day work life going forward. This Internship will
provide you with an opportunity to experience banking in all its myriad forms.

The Branch Manager of the branch assigned to you will be your guide and mentor through these 8
weeks.

Please note that it is an important phase in your career where you will build your foundation in a
structured manner.

Do keep your quest for learning active during the Internship so that you get all set to take the BIG
LEAP FORWARD!

Wish you all the very best!

PO Internship Workbook I
Objective

The objective of the internship book is as stated below:

 To provide you with a broad based guideline as to what is expected out of the team handling
a branch.
 To provide you the broad guidelines as to what are the check points that the branch banking
team is supposed to follow for effective handling of a branch on a day to day basis
 For enabling learning through observation of various counters of a branch to know the
importance of each and every function handled at branch

How this book is to be used

 Follow each and every day module given in the workbook to effectively learn how to handle
each desk at the branch and what the key control points are.
 Record your observations from the exercises given.
 Observations to be discussed with the BM for his/her views alongside your observations

What is to be expected out of the internship at the designated branch?

 Practical know-how as to how to handle a branch


 How best to handle customer servicing
 How to plan for a day to day basis
 How to undertake Sales Calls successfully
 Practical know-how of Sales Process
 Understanding of the branch reports

What is being expected out of you during the internship at the branch?

 To follow the assignments as allotted in the workbook on a day to day basis


 To regularly interact with the mentor for guidelines

PO Internship Workbook I
General Guidelines for the Intern POs

 The PO would report to the branch on day one well in advance. He / She will meet the
branch manager to understand the details of the branch.

 Interns are to wear their uniform [blazer optional] during the Internship.

 Interns to take the help of Reporting Authority (RA) for ID cards to be made on day one.

 Interns should reach and Branch on time every day and must regularly sign in/out their
muster & the same needs to be updated / regularized through the normal process in case of
any difficulties. Muster signing in would determine the payment of stipend.

 Interns should strictly maintain confidentiality of “passwords” for all applications including
that of the Online Workbook. Sharing of passwords would not be tolerated and stringent
action would be initiated against the same.

 Interns should ensure that the Workbook is effectively utilized for capturing the daily
learning. Interns should be aware that during the first Internship phase, the online workbook
does not provide for backdated entries of more than 2 working days. This is to ensure that
the PO captures his learnings / observations on a daily basis without any backlog.

 They should ensure that the internship schedule is strictly followed for gaining complete
knowledge of branch working.

 Interns should seek and obtain regular feedback from RAs.

 There is no provision for any leave during the Internship. Therefore, No Leave to be
permitted except in case of emergency, that too not more than 2-3 days. The total period of
any such leave is not to exceed 3 days during the entire period of Internship as the Internship
completion & other activities that follow would be held up in case of longer leave.

 Leave utilized for any reason would be on Loss of Pay (LOP).

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 The Intern would not be entitled to the following benefits during the Internship.

A) Company/Corporate SIM Card


B) Company Accommodation
C) Security deposit for renting a flat
D) Personal Loan

Schedule

4.1 Week-wise Schedule

Week One – Business Overview

Week Two and Three – Basic Desks @ Branch

Week Four - Funds transfer / Remittance Desk @ branch

Week Five – Query Desk @ Branches

Week Six – Query Desk @Branches

Week Seven – Clearing and Products @ Branch

Week Eight – Field Visits

PO Internship Workbook I
4.2 Day-wise Schedule

Duration Days Business Overview


1.1 Business Overview
Assign DBM as Mentor and Understanding Roles Responsibility & Activity-
1.2 BM/DBM/PB/VB/BSM/SO. Go through JD
1.3 DQM and Lobby Management
Week1
Understanding Infrastructure /Equipment/system/software application
1.4 relevant for branch
1.5 Understanding GL of branch
Introduction to various registers at branch e.g. inward/outward/cash
1.6 register/deliverables etc and concept of Five S
Basic desk @ branch
2.1 A/C Opening complete Process and KYC
2.2 Different type of Accounts and Variants
Week 2 2.3 Different type of Accounts and Variants continued
2.4 Saving Account Opening
2.5 Current Account Opening
2.6 Jewel Loan
3.1 to 3.3 Cash Desk
Week 3 3.4 to 3.5 Cash desk counter continued
3.6 ICMC Services & NSM & Remittance desk
Fund transfer / Remittance Desk @ Branch
Week 4 4.1 to 4.3 Issue of Draft , PO revalidation / cancellation
4.4 to 4.6 Fund Transfer, RTGS & NEFT, Transfer Cheque
Query desk @ branches
Week 5
5.1 to 5.6 Saving Account Queries
Query desk @ branches
Week 6 6.1 - 6.4 Current Account Queries
6.5 - 6.6 Fixed Deposit Queries
Clearing and Products @ Branch
7.1 -7.2 Clearing Related
7.3 - 7.4 Third Party Products – features, benefits, sales pitch
Week 7 7.5 - 7.6 Retail Loan Products – features, benefits, sales pitch and documentation
Field Visits
8.1 Catchment mapping and Visit PB Clients along with PB
8.2 Visit HNI customers along with WM, if applicable
8.3 Visit to HH / Current Account customers along with BSM/BM
Visit to Corporate Salary account customers along with SM/BM, if
8.4 applicable or spend time with VB while is interacting with customers
Visit to Corporate Salary account customers along with SM/BM, if
8.4 applicable or spend time with VB while is interacting with customers
8.5 Spend time with mentor
Week 8 8.6 Spend Time with your mentor

PO Internship Workbook I
Week 1

Week 1 - Day 1 - Branch Overview

 Get introduced to all team members.

 Participate in the DWM and capture the Notes

 Note down the total customer Ids of the branch

 Note down the general ledger size of the branch & do analysis on the composition of the
customers using NCAERV site and the GL report the various inflow / outflow report received
by the branch manager.

 Note down the target set for the branch and the achievements in each area of operation.

 Also collect a copy of the branch book of the branch and learn the various aspects in building
of a branch book and their importance

Note all your observations of day 1 and make them part of your internship report

PO Internship Workbook I
Did you participate in the DWM – Y/ N

Did you observe Deposits, Assets and Liability in Branch: Y / N

Week 1 – Day 1 - Branch Overview

DWM Notes: Today I went to my branch and met with BM, Mr. Manas Ray. He welcomed me
and introduce me with other employees of the branch. Then he called everyone for the
Daily work meeting and discussed about the target set and target achieved.

GL Figures: 9.60 crore as on March 31, 2016


Cust Ids: 2700
CASA Figures: 9.175 crore
Term Deposits:1 crore
Total Liabilities: 11 crore
Total Assets 7.43 crore

Notes on Branch Book: Today my Branch Manager showed me branch book updated upto
July 2016.and observed that profitability and assets of the branch was growing compare to
last month.
Before leaving the cash counter teller log of his system and lock the door from outside.
Teller was pitching a product to the customers at the cash counters.

PO Internship Workbook I
5. 2 Week 1 - Day 2 – Branch Overview

Role Overview

 Participate in the DWM and capture the Notes

 Jot down the key roles of the branch such as BM, DBM, BSM, PB, VB, JO

 Go through the Job Description of each role through LinQ with help of branch officer.

 Study the goal sheets of each role and understand the philosophy behind the same

 Seek clarifications from the Branch Manager

Note all your observations of day 2 and make them part of your internship report.

PO Internship Workbook I
Did you go through the main key roles in the branch - Y / N

Week 1 - Day 2 – Branch Overview

DWM Notes:
Today our branch manager discussed about the target of the day he told the
Employees to source LI . He congratulate every one for doing good job in Gold Loan
Through i-Gold

Observations on Roles at the Branch and its deliverables:


Role of BM is to take care of sales and Risk management.
Role of DBM is to take care of all operations in the branch.
Role of VB is cash payment, receipt, front desk operations.

Observations on the Goal Sheets of each role at the branch:


Gold sheet contain different prospectives with weight which differs for different role. For
CSO the financial perspective weight- 60%() CASA NCA-20%, CASA growth_10%,
performance dormancy 10%, performance for fee based product 12% , asset-08%) customer
perspective-
25%, process perspective-10%, learning perspectives-5%

PO Internship Workbook I
5.3 Week 1 - Day 3 – Branch Overview

DQM and Lobby Management

 Participate in the DWM and capture the Notes

 Learn from the BSCM the key aspects of lobby management and manage the lobby during
non-peak hours

 Study the DQM and understand the Turn Around Time (TAT) for various types of transactions

 Comment upon what should be focus areas for improving upon the TAT

 Understand the security aspects of entire branch, cash area, lobby, vault area etc.

Note all your observations of day 3 and make them part of your internship report.

PO Internship Workbook I
Do you know what is Lobby Management – Y / N

Did you study the various TAT for various transactions in branch – Y/ N

Did you go through security aspects of entire branch: Y / N

Week 1- Day 3 – Branch Overview


DWM Notes: Today in dwm meeting BM conveyed his message to all the employees .Today
he mainly focused on LI and current account.

Notes on DQM: It stands for Dynamic queue Management. To improve the customer
satisfaction and to reduce the wait time DQM systems are used.customers are given token
and the token numbers blinks in the screen and with the use of token numbers customers
used to go to the appropriate counter for the service.

Notes on Lobby Management:


When there is huge rush in the branch and if walk in customer walks into the branch, it is
the duty of the lobby manager to guide that customer to the counter. Lobby manager also
generate leads by performing his duties.
Today I was assigned to manage the lobby. I kept various type of forms with me and stand
near the entry point. I guided each and every customer . Sometime there was rush in the
branch .I offer seat to the waiting customers and guide to go to the respective counter for
appropriate service. They were seemed to be happy with that service

PO Internship Workbook I
5.4 Week 1 - Day 4 – Branch Overview

Overview of Systems at the Branch

Attend DWM

(a) Infrastructure & Equipments

 See the different types of infrastructure available in the branch


 Find out the usage of it in day to day operations
 See how the DQM machine operates and find its usage in day to day operations
 See how the C-Query machine operates and find its usage in day to day operations
 See how cheques are deposited in the CDM. Find out the benefits of using CDM.
 See how the internet banking kiosk works.
 See and learn how the alarm clock works
 See the CCTV working and maintenance

(b) Software applications at branches

 Sit with the branch staff (each desk) and understand the various softwares used and the
commands used.
 Understand the usage of I-Core, Esearch, FCRM, I View, SFA, FAB, IAS, ICRM, LAM, Linq in the
daily activities of branch
 Understand the importance of each of the system in day-to-day operations

Learn

 The different options used in I-Core and the purpose of using it.
 What all is done in e search and the purpose of dispatch tracker/ Welcome kit/ GIS
 The purpose of using FCRM and how it is helpful in day to day operations
 The information that is available in I View
 The different functions of SFA, What is the purpose of using SFA
 What is the purpose of using FAB and what all can be done in FAB
 The purpose of using IAS, LAM, ICRM
 How to browse through the different nodes in Linq

PO Internship Workbook I
Did you spend time learning the systems used in branch – Y / N

Did you observe the applications used in branch – Y / N

Week 1 - Day 4 – Branch Overview

DWM Notes: BM started the day with meeting focusing on mainly LI. He announced that
yesterday one of our SO has achieved a LI target of Rupees 175000. We all clapped for him.
BM encouraged all of us to achieve their respective target

List of systems being used at the branch


Computer syatem
Printer
ATM machine
Scanner cum Copier machine
Note counting machine
CCTV
Burglar alarm
Notes on core applications being used at the branch (Finacle and FCRM)
Finacle plays a very important role in the handling of operation

PO Internship Workbook I
5.5 Week 1- Day 5 – Branch Overview

(a) Understanding the GL of branch

Jot down the key features of your branch:

 Go through the entire branch book and jot down


 Total deposits –
 Number of Customers –
 Major customer segments-
 CASA deposit base of the branch –
 CASA % to total deposits –
 nOther special features –

(b) Branch Performance Parameters

 Balance Score Card of the branch


 Focus areas for the current year
 Financial Targets
 Customer Service goals
 Audit/Compliance requirements
 Opportunities/Challenges

(c) Customer Service Measures

 Understand the processing of transactions at each desk


 Understand the customer service measures at the branch
 How a desk function impacts customer service at the branch

PO Internship Workbook I
Did you go through Branch Performance? Y / N

Week 1- Day 5 – Branch Overview

DWM Notes:
Day started with the meeting .BM discussed the target with the sales officers

Notes on Branch Performance Parameter


The businessman, Corporate and Individuals mainly open current account because of
Following facilities like multiple transaction, Debit card, and anywhere banking, Internet
Banking etc.
For opening current account customer have to submit following documents.
AOF
Photograpg 2 copy parportsize
ID & address proof
AOC (account opening credit)

TAT for current account is 7 days


Notes on Customer Service Measure
Customer service measure was good in all desk. All the of the customers were clarified
Effectively in less time. SR raise for customer request and follow up for same was done
Correctly to solve the customer’ s problem.

PO Internship Workbook I
5.6 Week 1 - Day 6 – Branch Overview

(a) Familiarisation of reports and registers

Go through the vouchers, registers, files to familiarize yourself with the processes. Find out how to
maintain the registers and reports and in what frequency.

 Go through 4 or 5 previous day vouchers.


 Understand the different types of transactions happening in the branch
 Understand how signatures are verified.
 Find out what are the mandatory registers and reports and how to maintain the same and in
what frequency
 Make yourself familiar with the registers like inward register, outward register, cash register,
deliverables register etc.
 Find out what are the seven standard files.
mn

(b) Go through Five S Concepts.

PO Internship Workbook I
Did you go through various reports at the branch – Y /N

Did you learn about Five S – Y / N

Week 1 - Day 6 – Branch Overview

DWM Notes:
DBM take the hurdle of the sales officers and discussed about the daily target & how to
Achieve them

Notes on reports and registers observed


Gold Loan register
Cheque deposit register
Inventory register
Deliverable issuance register
Cheque return register
Notes of Five S in brief

PO Internship Workbook I
6. Week 2

6.1 Week 2 - Day 1 - Basic desks @ branch

(a) Account Opening Objectives

 Understand the end to end process of account opening


 Know the different type of accounts
 Know the account opening process
 Know the KYC guidelines

(b) Account Opening Process

 Learn to understand the needs of the customer


 Learn the components of an AOF
 Lear to fill an AOF and the mandatory fields in it.
 Ljhearn to collect correct KYC documentation
 Understand what are the additional documents required for each variant
 Learn to scrutinize the AOF
 Take a sample Welcome Kit and see the contents of the same.
 Know the importance of Welcome Calling.
 Take an Account Opening form, fill the entire form & complete the process till it is
dispatched to RPC
 Find out the TAT for account opening

(c) KYC Guidelines

 Learn the objectives of KYC


 Learn the elements of KYC
 Learn to understand the KYC norms thoroughly
 Go through the KYC circular for individuals and non individuals
 Understand the documents that can be accepted for account opening for each constitution
 Observe whether the documents are verified with original
 Learn what happens when a KYC cheque is returned

PO Internship Workbook I
Did you learn the Account Opening process – Y / N

Did you study the KYC guideline – Y / N

Week 2 - Day 1 – Basic Desk@ Branch

DWM Notes: DBM discussed about the target of LI with the branch employees.

Notes on Account opening


Fill up the A/C opening form
Collect all the KYC documents from customer
Collect cheque or cash for account opening
Address visit by SO
Then form is send to RPC
In RPC , after verification account will opened.

Notes on KYC guideline


It is a standard guideline which provided by the RBI in order to collect the true and exact
Information while opening the account.
KYC helps to know the customer in better way.

PO Internship Workbook I
6.2 Week 2 – Day 2 – Basic Desk @ Branch

(a) Different types of Accounts and Variants

 Learn the different types of savings account and current account


 Understand the different types of savings account – Regular savings account, Youngstar
account, Advantage women account, Life plus senior citizen account, Easy receive account,
Silver savings account, Professional account, Family Banking, Privilege accounts, No frills
account, Basic savings account, Wealth management account
 Learn the features and benefits of each variant
 Understand the MAB, how the same is calculated.
 Understand what type of accounts can be added under family banking
 Understand the product features and benefits available for HUF account
 Understand the different types of debit cards and its usage
 Understand the different types of current accounts – Roaming current accounts, Cluster
products, other accounts like M2O, gold advantage, Classic Plus, Trade RCA accounts,
prepaid current account
 Learn the features and benefits of each variant.
 Learn and understand the channels available for current account customers

(b) Recurring Deposits / Fixed Deposits

 Understand the different kinds of Term deposits – Traditional / Cumulative


 Understand the special rate Fds introduced by the bank
 See the sample FD/RD application form
 See the printed FDR and know about the concept of Safe Custody
 Understand the concept of TDS & Value dating.
 Learn how to calculate interest
 Understand the features of a Recurring Deposit
 Understand the standing instruction concept
 Fill a Fixed deposit account opening slip. Take any FDR which has been tendered for closure
/ renewal and study all fields on the face of the FDR.

PO Internship Workbook I
Did you study the different type of accounts sourced in Branch – Y / N

Did you learn about recurring Deposit – Y / N

Did you learn about RD and FD – Y / N

Week 2 - Day 2 – Basic Desk @ Branch

DWM Notes: The Day started with the announcement by the BM that we have to achieve a
target of 12 lakh LI at the end of the month, out of which we have already achieved 5.75
lakh.
He also encouraged the employees that they are doing good job.

Notes on Different type of Accounts and Variants


SA VARIANTS: CURRENT A/C VARIANTS:
Regular SB A/C (MAB -10000). ROAMING CURRENT A/C
YOUNG STAR A/C. SMART CURRENT A/C
SILVER SB A/C(MAB-25000).
GOLD SB A/C(MAB-50000).
Note on Recurring Deposit
It is a variant of term deposit .It helps the people with regular income to save a fixed
amount
every month and the same earn interest at the rate applicable to fixed deposit

Tenure: Minimum- 6 month & multiple 10 years.


Minimum amount-₹500

Note on Fixed Deposit


It is also a variant of Term deposit. The customer can open a FD through Internet banking,
Phone banking and branch.
Tenure: 7 days to 10 years
Premature or partial withdrawal is permitted.
Loan / overdraft up to 90% of FD amount.
Option of monthly/ quarterly payout available.

PO Internship Workbook I
6.3 Week 2 – Day 3 – Basic Desk @ Branch

Different types of Accounts and Variants Continued

Week 2 - Day 3 – Basic Desk @ Branch


DWM Notes: DBM sir started tha meeting with the announcement that as we have
completed
Jewel target, so today our main focus will be LI to reach the target within time.

Notes on Different type of Accounts and Variants


SB A/C VARIANT:
Salary A/C
Senior citizen A/C
CURRENT A/C VARIANTS:
Smart business current A/C
FIXED DEPOSIT VARIANTS:
Cumulative FD

Traditional FD
Tax saver FD
FD linked with saving A/C

PO Internship Workbook I
6.4 Week 2 – Day 4 – Basic Desk @ Branch

Opening of Saving Account

 Documents required
 Process followed for opening saving account
 Checks done and system updated (if any)
 TAT conveyed to customer

Did you learn about opening of saving account – Y / N

Week 2 - Day 4 – Basic Desk @ Branch

DWM Notes: Today BM sir remind Current A/C target to all employeesand symaltaneously
Focus on LI as we could not complete the target yet.

Notes on observations on opening of saving account


Documents required for opening of savings a/c
Address proof: Adhar card ,voter card , passport etc.
ID proof: PAN card, passport, aadhar card, driving licence, voter card etc.

First of all, customer has to fill the account opening form with all mandatory details and
do the signature on appropriate place of AOF.
After that the customer has to submit all required documents. Immediately the banker

provide i-Kit to the customer.


Check: For non tab data entry and check done through omniflow.
For tab banking, data entry done through i-capture & check done through DB tracker.

TAT:
For non tab TAT is 7 days.
For tab banking TAT is 24 hours.

PO Internship Workbook I
6.5 Week 2 – Day 5 – Basic Desk @ Branch

Opening of Current Account

 Documents required
 Process followed for opening current account
 Checks done and system updated (if any)
 TAT conveyed to customer

Did you learn about opening of current account – Y / N

Week 2 - Day 5 – Basic Desk @ Branch


DWM Notes: The day started with meeting, and BM discussed target with sales officers, and
also discussed about the position of the branch in the cluster.

Notes on observations on opening of current account


The business man, corporate and individuals mainly open current account because of
following facilities and features like , multiple transactions, Debit card , anywhere banking
etc
To open a current account, customer has to submit the following documents
Account opening form.
Photograph
ID & Address proof.
Account opening cheque.
For proprietor ship, following additional documents are required like , Firm trade licence or

VAT registration certificate of export import licence,.Annexure 9 is required for sole


Proprietorship .
Annexure 22 is for single documents.
To open current account, data entry & check done through omniflow.
TAT for current account is 7 days.

PO Internship Workbook I
6.6 Week 2 – Day 6 – Basic Desk @ Branch

Jewel loan

 How to open a jewel loan account


 The different product variants of jewel loan
 About the charges involved in jewel loan
 About the different types of advances made in jewel loan
 About the eligibility criteria, Security, Limit and processing fees of jewel loan products
 About the records and registers to be maintained for jewel loan
 The sales process, documentation and application form filling

Did you learn about Jewel Loan – Y /N

Week 2 - Day 6 – Basic Desk @ Branch

DWM Notes: In the meeting, the DBM discussed about the problem related to account and LI
He told to prepare a plan and schedule that in which area we are lagging behind

Notes on observation in Jewel Loan


Now a days it is very easy to get a jewel loan from a bank. The basic features of a jewel
loan
are , a) Gold ,should be at least carat
b) Tenure must be one year and can be renewed for one year
c) In branch jewel loan case are handled by DBM.The purity of the Gold checked by an
appraiser. After the Scrutiny the evaluation is done according to purity and gold and
market
value of that hold .JL for agri purpose is 1% less than that of normal jewel loan.

Rate of interest for normal jewel loan is 13%

The loan given is 70% LTV

PO Internship Workbook I
7. Week 3

7.1 Week 3 – Day 1 – Basic Desk @ Branch

(a) Cash Desk Objectives

 Understand what are the safety measures to be adopted in cash counter


 To understand the process of cash opening & cash closing
 To understand the process of cash receipts
 To understand the process of cash payments
 To understand the functions of ICMC
 To understand the functions of NSM
 To understand how to handle mutilated and counterfeit notes
 To understand the audit aspects related to high risk areas
 To understand the process of cash tallying, closing books and cash remittances
 To understand the process of passing cash payment entry in I-Core
 To understand how NSM is important for the branch cash handling on day-to day basis

(b) Safety Measures in cash

 Understand the risk involved while handling cash transactions


 Understand the areas where frauds are likely
 Learn the various control measures to be used in cash handling
 Understand the clean note policy - Non stapling of notes and non usage of ICMC sorted notes
 Take a sample audit rating sheet & understand the cash related parameters
 List down the areas where you need to take precautions while handling cash transactions

(c) Cash opening

 Learn the procedure of cash opening


 See how the cash keys are handled by the joint custodians & see the key movement register
 Learn how the Teller account is created & used for cash transactions
 Learn how the cash is removed from & stored in the vault
 Understand the security aspects of handling vault cash
 Learn how to make an I Core entry by debiting CS. Teller account and crediting
CS.Main/Cs.Cash account
 Go through the entries in Vault/ jotting register

(d) Cash Receipts

 Learn how a fill a cash deposit slip and what are the requirements from the customer
 Learn the procedure of handling cash receipt in a branch
 Learn the mandatory requirements for a cash receipt
 Learn the important checks in I-Core
 Learn how to pass the entry in I-Core – Dr CS. Teller A/c and Cr Customer A/c
 Observe how different gadgets are used while accepting receipts: counting machine, UV lamp
 Learn how the cash is processed as per clean note policy norms
 Find out the limits for non base branch cash deposit
 Note the important points that has to be taken care for account opening cash receipt

PO Internship Workbook I
(e) Handling of Large Cash

 Find out what are all large cash transactions


 Learn the procedure of handling large cash in a branch
 Learn how to track multiple transactions in I Core
 Find out what are the documents that has to be collected for large cash transactions
 Learn how to handle exception cases
 Learn how to exercise caution over large value cash transactions

PO Internship Workbook I
Did you learn about Cash desk objectives – Y / N

Did you observe Safety Measures in cash – Y / N

Did you observe cash opening – Y / N

Did you learn about cash receipts – Y / N

Did you observe on handling of large cash – Y/ N

Week 3 - Day 1 – Basic Desk @ Branch

DWM Notes: BM sir discussed about the target for CASA for this month, as it is half yearly
closing month and for how much amount yet to reach the target. He told to approach
every
existing customer.

Notes on Cash Desk Objective, Safety Measures in cash


We have to take care at cash counter. Chilo the notes before paying or receiving.
We have to count and enter it in the system. No body should enter the cash cabin. The
Cashier should always close the door before going out of the cash.

Notes on Cash opening and receipts


Cash is at the beginning of the day. Two person will go to the vault to take out cash ie
CSM & DBM. Count the cash of each denomination and after coming out of vault.
Enter the details in the system. Customer has to fill pay in slip to deposit cash.

Notes on handling of large cash


Before taking of cash( large) we must check with the deposit slip & the denomination.
Before paying of large cash we must call & confirm customer. We should not buy large cash
generally but it is acquired we have to take declaration.

PO Internship Workbook I
7.2 Week 3 – Day 2 – Basic Desk @ Branch

Observation at Cash desk continued.

Did you learn about mandatory requirements for a cash receipt – Y / N

Did you observe role of Teller – Y / N

Week 3 - Day 2 – Basic Desk @ Branch

DWM Notes: In DWM BM discuss about the Jewel loan Target.

Notes on Observation at Cash Desk


People comes in cash desk to deposit & withdrawal. Deposit done through deposit slip and
withdrawal done through cheque. While doing cash deposit or payment, customer service
is
also given and through this, the cross selling also take place. We should subscribe all the
cheque & paying slip while making the payment. We have to keep records of each
denomination

PO Internship Workbook I
7.3 Week 3 – Day 3 – Basic Desk @ Branch

Cash Desk continued

(a) Handling of Mutilated Notes

 Learn the procedure of handling mutilated notes


 Learn and understand what are the forms required to be submitted by the customer for
mutilated notes
 Learn how the valuation of mutilated notes is done
 Learn how to handle excess and short credit received from RBI
 Learn how to pass the entry in Icore for excess short credit received

(b) Handling of Counterfeit Notes/ Fake notes

 Learn the procedure of handling counterfeit notes


 Learn how to tally counterfeit notes with the register
 Learn how to submit the fake note MIS to the nearest ICMC
 Cash Payments
 Learn the procedure of handling cash payments
 Learn the mandatory requirements from the customer for cash payment
 Learn how to scrutinize a cheque
 Learn the important checks in I-Core
 Learn how to pass the entry in I-Core
 Learn the 7 golden rules for verifying signatures
 Observe for what amount customer calling is done.
 Observe whether any approval required for anywhere payment exceeding the limit.
 See how a cash payment entry is passed in I Core
 Learn what are the requirements from the customer for cash payment in non base branch
and base branch

(c) Cash Closing

 Learn the procedure of cash closing


 Find out the role of individual cashier, main cashier, CSM
 Learn to tally cash
 Learn how the I Core entry is passed – Dr Cs.cash a/c and Cr.Cs.teller a/c
 Go through the entries in Vault/ jotting register
 Handling of excess and shortage of cash
 Learn the procedure of handling excess and shortage of cash
 Learn how the I Core entry is passed
 Learn how to report cash shortages and excess cash at branches
 Learn how cash is indented through ICMC

PO Internship Workbook I
Did you learn about:
Handling of Mutilated Notes – Y / N

Handling of Counterfeit/Fake Notes – Y / N

Cash Payment – base and non base branch – Y / N

Handling of Shortage/Excess cash – Y / N

Cash process-ATM, if applicable – Y / N

Cash closing – Y / N

Week 3 - Day 3 – Basic Desk @ Branch

DWM Notes : Today BM discuss on CASA & how to increase it. Discussion on various loans
& performance. Also set target for the day.

Notes on handling of notes , cash payment


While cash payment, concentration must be on the notes & payment. Issuable can be
given
to the customers but not any mutilated or soiled note. We must check the withdrawal slip
(Cheque) before paying and and verify it under UV lamp

Notes on cash closing


Cash closing is the closing of the day. After this we cannot do any transaction. Before cash
Closing, we have to tally the cash with the system(Dr.& Cr)& enter it in the system.
Remaining
Cash will be kept in volt after tallying & in volt also there is a register where details of
Denominations has to be filled. If there is any shortage or excess in cash at the end of the
day, we have to search the reason and rectify it. And if it is not rectified, then we have to
report it to the authorities and raise request.

PO Internship Workbook I
7.4 Week 3 – Day 4 – Basic Desk @ Branch

Cash Desk

Observation on note handling continued

Week 3 - Day 4 – Basic Desk @ Branch

DWM Notes: Meeting and discussion on AML and EDD. How to detect ML and how to
Conduct EDD with what type of customer.

Notes on Cash Desk Observations


Cash officer keeps eye on every transaction because of frouds taking place. Today a
cheque
came, the cheque was an order cheque on a persons name. I was also with the cashier. He
asked for the Id and confirm about the payee's name & amount etc. If any cash deposit
come
we will verify high denomination under UV lamp because many customers come with fake
Note. If any fake notes come to us we have to cross it with red pen and don't return to the
Customer. These notes will send to ICMC & will be destroyed so that such notes can not
Come in the market again.

PO Internship Workbook I
7.5 Week 3 – Day 5 – Basic Desk @ Branch

Cash Desk

Observation on note handling continued

Week 3 - Day 5 – Basic Desk @ Branch

DWM Notes: Discussion on previous targets and achievements. Set new target for the week
And ways to achieve it.

Notes on Cash Desk Observations


Complete focus on thirdk party transaction. Daily mails come on AML . Cashiers are advised
not to accept cash on third parties account for more than or equal to ₹50000 at non base
Branch. Cash withdrawal limit at non base branch is for third party is ₹15000.Cashier
while doing transaction, are also focussing on sales. They also interacted with the
customer
and do cross selling whatever business an employee do they have to update in SFA

PO Internship Workbook I
7.6 Week 3– Day 6 – Basic Desk @ Branch

(a) ICMC Services

 Understand the need for & benefits from ICMC, in handling cash transactions
 Learn how cash is remitted to ICMC. What is the safety measures involved?
 Learn how cash is indented through ICMC
 NSM
 Understand the need & benefits of NSM
 Know what is the volume of cash processed in NSM
 See whether the branch is using the cash processed by NSM
 See whether fake notes identified are impounded upfront

(b) Remittance Desk Objectives

 To understand what is a payorder/ demand draft


 To understand clearly the payorder/ draft issue process
 To understand PO/DD printing process
 To understand the process of DD/PO revalidation.
 To understand the process of cancellation of DD/PO
 To understand the process of Duplicate DD/PO issue.

PO Internship Workbook I
Did you learn about ICMC services – Y / N

Did you learn about Remittance desk – Y / N

Week 3 - Day 6 – Basic Desk @ Branch

DWM Notes: Today Audit done in our branch. DBM engaged with the auditor. In DWM , BM
Discussed on pre call work. Doing work customer profile to pitch products.

Notes on ICMC Services , NSM and Remittance Desk


ICMC is the place where we send our access money. In bank at BOD, Bank can't keep access
Money or beyond it's limit. If there is shortage of cash we can get money from ICMC.
NSM: It is note sorting machine used for counting as well as sorting unprocessed notes.

PO Internship Workbook I
8. Week 4

8.1 Week 4 – Day 1 – Fund transfer / Remittance Desk @ branch

(a) Issuance of draft

 Learn how to identify a Pay order and demand draft & how it is different from a cheque
 Learn the procedure of issuance of draft
 Learn what is required from the customer for issuance of a draft
 Learn the process of issuance of DD/PO in cash
 Learn the process of PO/DD issue in I-Core.
 Learn how charges are debited automatically & how to modify charges based on account
category
 Learn the option for printing Demand draft.
 Understand the significance of dual custody of inventory & inventory movement
 Learn how to check for important fields/ details on the DD/PO before issuing to customer
 Understand the importance of taking customer's signature on DD/PO slip
 Learn how to check the inventory stock (in system) after issuing to customer

(b) Demand draft/ PO revalidation

 Understand the concept of PO/DD expiry & when a DD/PO is revalidated


 Learn the procedure for revalidation of DD/PO
 Learn the I Core option for revalidation of DD/PO
 Lean to revalidate a DD/PO

(c) Cancellation & Duplicate DD/PO issue

 Learn the procedure for issue of Duplicate DD/PO


 Learn what are the requirements required from a customer for issue of duplicate draft
 Learn the option in Icore & how Duplicate DD/PO is issued
 Learn how a DD/PO cancellation request is accepted
 Learn the Icore option & process for DD/PO cancellation
 Learn how the cancelled inventory is stored in the DL CAN file

PO Internship Workbook I
Did you learn on issuance of draft – Y / N

Week 4 - Day 1 – Fund transfer / Remittance Desk @ branch

DWM Notes: Discussion on target & previous target achieved. Discussion on how to pitch
Product to customer based on their needs & capacity. Set target for the day.

Notes on Draft and PO : DD is an instrument which is used to pay third party. Pay order is
Used to pay within same city where the PO has been issued. There is no minimum &
maximum limit for DD and PO. We cannot make DD by cash in access of ₹49999. We can
issue DD for ₹ 50000 or more through debit from account of account holderand if there is
no updation of PAN no, we can't make DD against of ₹50,000. Above ₹5000 if we are
making
DD against cash, we have to take ID proof of the person. We can also issue duplicate DD in
Case if anybody has lost the original DD. We have to cancel the previous one and issue the
Duplicate DD.

PO Internship Workbook I
8.2 Week 4 – Day 2 – Fund transfer / Remittance Desk @ branch

Learn about the following @ Branch:

 Deliverables
 Inventory,
 Housekeeping (with respect to controls in place at the Branch)

Did you learn on deliverables in branch – Y / N

Week 4 - Day 2 – Fund transfer / Remittance Desk @ branch

DWM Notes: BM discussed about the target for half yearly closing target. He discussed
About the short fall of the month end. He asked to make a list of expected customer and
call
and request to maintain high balance till the month end.

Notes on observations deliverables at branch


Deliverables are kept in vault under two bank official's custody. If anybody has to get
Deliverables, i.e I kit etc.then they have to take out from vault and update it in the
system.
If there is any movement of the deliverables among bank officials, update it in the system.

Notes on observations inventory management


Inventories like, DD, PO etc are kept in the vault and it is also under dual custody. If
anybody
has to get it, two custodian will give it and update the same in the system.

Notes on observations housekeeping


Housekeeping has to keep the bank clean. They keep every desk neat and clean. They also
manage to keep all the register and reports at proper place and help the bank officials in
getting their work done.

PO Internship Workbook I
8.3 Week 4 – Day 3 – Fund transfer / Remittance Desk @ branch

Observe the Queries of customers pertaining to fund transfer and remittance and how the same are
handled.

Week 4 - Day 3 – Fund transfer / Remittance Desk @ branch

DWM Notes: DM discussed on managing the gold loans and focus on half yearly closing.
He asked to contact each expected customer to collect cash for half yearly closing.

Notes on entire day spend at handling queries of customers pertaining to fund transfer and
remittance and how the same are handled.
When customers come with various queries, with various methods we have to speak with
them clearly and handle the query. We must try best to serve the customer. One customer
had come with a request for 200 leaves cheque book for current account. The n officer
generate the request for the same ad inform to the customer about the same. Customer
became happy and satisfied with handling of queries by officer.
Queries requesting NEFT, RTGS and cheque came and the same were handled by bank
Officials in a efficient manner.

PO Internship Workbook I
8.4 Week 4 – Day 4 – Fund transfer / Remittance Desk @ branch

RTGS

 Learn what are the requirements from a customer for processing a RTGS request
 Learn the procedure for processing RTGS request
 Find out the charges for processing RTGS request

NEFT

 Learn what are the requirements from a customer for processing a NEFT request
 Learn the procedure for processing NEFT request
 Find out the charges for processing NEFT request
 Learn how to handle rejections

PO Internship Workbook I
Did you learn about RTGS – Y /N

Did you learn about NEFT – Y / N

Week 4 - Day 4 – Fund transfer / Remittance Desk @ branch

DWM Notes: In DWM, BM discussed about the circulation, updation , daily work analysis &
Target achieved with the Branch officials.

Notes on RTGS
Real time gross settlement is a channel through which remittance is done within a short
Period of time. There is some changes on it. RTGS is done between 9:00 am to 4:30pm on
normal working days and 9:00 am to 2:00 pm.
Minimum limit: ₹2
,00,000.
Maximum : no limit.

Note on NEFT
National Electronic fund transfer is also a remittance channel. There is no minimum and
Maximum limit for NEFT. In normal working days, NEFT done in 12 batches, 8:00 am to
7:00
pm. And on Saturday, 8: am to 1:00 pm
TAT for NEFT is 4 hours.

PO Internship Workbook I
8.5 Week 4 – Day 5 – Fund transfer / Remittance Desk @ branch

Transfer Cheques

 Learn the process of fund transfer


 Learn how to scrutinize the transfer transactions
 Find out for what amount customer calling is done
 Learn how to handle rejections

Did you learn about transfer cheques – Y / N

Week 4 - Day 5 – Fund transfer / Remittance Desk @ branch

DWM Notes: Discussion about the previous target. Lead sourced. And BM told officials
to focus on retail.

Notes on transfer cheque


Transfer cheque are the cheque which are drawn by ICICI customer to credit another
account of the same bank. Cheque are negotiable instruments which are drawn on demand
to transfer money from one account to another account. We have to do scrutiny of the
Cheque i. e payee's name, amount in words and figure should be matched. Signature
should
be matched with the specimen signature in our record. Crossing, alterations if any, should
be
Checked carefully. Date must be a valid date.

PO Internship Workbook I
8.6 Week 4 – Day 6 – Fund transfer / Remittance Desk @ branch

Observe the Queries of customers pertaining to fund transfer and remittance and how the same are
handled.

Week 4 - Day 6 – Fund transfer / Remittance Desk @ branch

DWM Notes: Meeting and discussion on LI .BM encourages all officials to achieve their
Target. We clapped for one of our colleagues ,as he has achieved his LI target.

Notes on entire day spend at handling queries of customers pertaining to fund transfer and
remittance and how the same are handled.
I observed that whenever a customer comes to a officer, he follows a GLOW procedure.
After this they ask, how can he help them. After listing to customers queries, officers tell
them the way to solve the problem and also tell them the TAT I.e how long it will take to
credit the beneficiary's account. Our bank officials always guide them in a possible way to
remit their money in short period of time.

PO Internship Workbook I
9. Week 5

9.1 Week 5 – Day 1 – Query Handling Desk @ Branches

Saving Account Queries handled at query desk

Observe

 Debit Card related queries


 Hotlisting and Dehotlisting ATM / Debit Card

Did you observe how Debit Card is Hotlisted and De-hotlisted – Y / N

Week 5 - Day 1 – Query Handling Desk @ Branches


DWM Notes: Meeting and discussion on current account & previous targets. Set the target
for
the day. Discussion on LI target.

Notes on observation done in Debit Card related Queries and Dehotlist ATM/Debit card
ATM hot listing is blocking the ATM card temporarily & dehotlisting is unblocking the
Blocked card. Customers comes with the request card to block the card, reason would be
the lost of the card or misplaced and some customers, comes with the card which got
Broken. So we have to raise a request for duplicate debit card which is nonchargable.
Charge for hotlisting is nill but to dehotlist the card, charges are applicable, I.e 200+ ST
(₹24.72). Hot listing can be done immediately but TAT for dehotlisting is 24 hours.

PO Internship Workbook I
9.2 Week 5 – Day 2 – Query Handling Desk @ Branches

Calculations

Learn on Calculation of Interest, MAB calculation and knowing fees / charges levied by bank

Did you learn on Interest Calculation – Y / N


Did you find how the MAB is calculated – Y / N
Did you find about various charges levied by Bank – Y / N

Week 5 - Day 2 – Query Handling Desk @ Branches

DWM Notes: Meeting and discussion on CASA and how to increase it. Discussion on
Previous achievement and said target for the day. Discussion on the current account.

Notes on how to calculate Interest


Interest is calculated on closing balance of the day.It is called daily product method.
Interest
is credited automatically I.e the account, twice in a year such that at end of every growth.

Notes on how to calculate MAB


MAB is decided by the bank. RBI issues base rate according to that all rate are decided by
Bank. MAB is calculated on every monthly average balance.

Notes on how various charges levied by Bank


Crarges are levied by bank on various non maintenance limits like if MAB is not maintained,
then charges are levied. Even against some services, we Levy charges like if a customer
wants a new debit card, against that debit card we have to debit charges.

PO Internship Workbook I
9.3 Week 5 – Day 3 – Query Handling Desk @ Branches

Learn about the following:

1. Request for issue of Cheque book, duplicate statements, Internet Banking Passwords and
Debit card PIN related queries.
2. Account servicing request
3. Various TAT informed for various request

Did you learn how to issue cheque book - Y / N

Did you learn on how issue duplicate statement - Y / N

Did you learn on various TAT used in handling saving account query – Y / N

Week 5 - Day 3 – Query Handling Desk @ Branches

DWM Notes: Discussion on jewel loan and personal loan. Set target for the day for sales
Officers.

Notes on what is observed during request for issue of Cheque book, duplicate statements,
Internet Banking Passwords and Debit card PIN related queries.
Cheque book request comes mainly from business man. They demand on need it because
of their business transaction, duplicate statement is demanding statement again in a
quarter
We charge ₹10 for thatIf a customer is getting. On internet banking password self
generated
the charge will not be levied.

Notes on various TAT informed to customer


For cheque book TAT is 9 working days. For ATM , for PIN , for Internet banking, banking
Password, TAT is 9 days. For opening a savings account TAT is for days. For JL , TAT is 30
Days.

PO Internship Workbook I
9.4 Week 5 – Day 4 – Query Handling Desk @ Branches

Accounts servicing request

Week 5 - Day 4 – Query Handling Desk @ Branches

DWM Notes: Meeting on CASA productivity, and discussion on how to increase it.
No special target for the day. BM said to complete the pending task before puja vacation.

Notes on various accounts servicing request


Account servicing request is request related to account like, name change , surname
change,
Signature change , account portability etc. To change this or to avail this facilities,
customers
Need to give written request. After that we need to raise an SR TAT for name / surname or
Signature etc is 7 working days. TAT for account portability is 3 days.

PO Internship Workbook I
9.5 Week 5 – Day 5 – Query Handling Desk @ Branches

Learn about the following

1. Routing RTGS transaction


2. Issuance of balance certificate
3. Deliverables in saving account

Did you learn about Routing RTGS transactions – Y / N

Week 5 - Day 5 – Query Handling Desk @ Branches

DWM Notes: Discussion on targets and set targets for the day. For serving to the customers,
Specifically NRI , and CASA to be increased. Discussion on interest rate , FD rate etc.

Notes on Routing RTGS transaction


RTGS - TAT is 1 hour. For RTGS , one form is filled, for that IFSC code of beneficiary bank
, beneficiary account number, name , address etc is needed. Minimum limit is ₹2 lakh and
above .Timing is 9.30 am to 4.30 pm.

Notes on Issuance of balance certificate


Balance certificate is calculation of interest generated under on card id . It is printed on
Letter head. We need written request for that. Is is free of cost.

Notes on deliverables in saving account


Deliverables in saving account is ATM or debit card, cheque book, internet used ID or
Password etc. Written request is needed for this or by phone banking or ATM on internet
Banking etc.

PO Internship Workbook I
9.6 Week 5 – Day 6 – Query Handling Desk @ Branches

Learn about the following

1. Nomination Registration/Cancellation/Change Request


2. Request for closure of account

Did you learn nomination related queries in saving account – Y / N

Did you observe the account closure process – Y / N

Week 5 - Day 6 – Query Handling Desk @ Branches

DWM Notes: Today in DWM , BM discussed about targets achieved and set targets for the
Day. Encouragements to sales officers to grow in every filled.

Notes on nomination related queriesis


Nomination is done in two ways. One is under cast ID and another is under each account.
It can be done at any branch. TAT for the same is 1 Day. I'd proof of the customer
required
For nominating or change . written request is taken form customer such that from DN1 for
registration. DN for cancellation and DN3 for changing of nominee. Only one nominee can
be nominated for one account.

Notes on Closing of saving account


Closure of account can be done at any branch. But in base branch, we will take ID proof of
the customer along with Debit card, cheque book etc to close the account in same day. We
have to destroy the debit card, cheque book surrendered by the customer. TAT for the
account closure is 2 days.

PO Internship Workbook I
10. Week 6

10.1 Week 6 – Day 1 – Query Handling Desk @ Branches

Learn about queries handed at current account desk

Observe the following

1. Change in Customer Name or Title of the account


2. Change in MOP/Signature Addition, Deletion & Modification

Did you learn about change of name in current Account – Y / N

Week 6 - Day 1 – Query Handling Desk @ Branches

DWM Notes: Meeting and discussion on current account. Target for the day. Discussion on
LI and personal loan. Documents and personal loan and process. Discussion on how to pitch
LI to customers.

Notes on observation at current account desk


Customers need current account for their business transactions. There are many varieties
of current account and different MAB . Different documentation is required for different
Current account and mode of operation.

Note on learning in change in Customer Name or Title of the account


Customers name or title can be changed within 3 working days,if we submit scanned
Document of the customer, but we have to send physical document. TAT for the same is 7
days. Also we have raise SR and we take ID proof and new name affidavit from the court.

Notes on learning in change in MOP/Signature Addition, Deletion & Modification


Change in MOP can be done by taking ID proof of persons who are being deleted or who are
being added along with form , deed/ ROC etc. For signature addition, deletion or
modification, we need to raise SR and we have to send the scanned signature copy to the
Assigned team along with ID proof. TAT for the same is 2-3 days.

PO Internship Workbook I
PO Internship Workbook I
10.2 Week 6 – Day 2 – Query Handling Desk @ Branches

Learn about queries handed at current account desk

Observe the following

1. Change of Address
2. Change of Variant

Did you learn on address change in current account – Y / N

Week 6 - Day 2 – Query Handling Desk @ Branches

DWM Notes: Today in DWM , BM was discussing mainly about the CASA and TASC accounts

Notes on observation at current account desk


Today's at current account desk I observed following queries. 1) How to open account and
What are the documents needed. 2) What is minimum amount needed to open account.
3) what is TAT for the opening of account.

Note on learning in Change of Address


We need to take address change form duly filled and signature must match with the
Signature with is in the record along with IF proof and address proof of account holder. It
can be done by raising SR. TAT for changing of address is 2 days.

Notes on learning in Change of Variant


It also will be done by raising SR and we have to take ID proof account holder. Account
Upgradation for will be filled by the customers.

PO Internship Workbook I
10.3 Week 6 – Day 3 – Query Handling Desk @ Branches

Learn about queries handed at current account desk

Observe the following

1. PAN updation
2. Closure of Current Account

Did you learn on how to close current account – Y / N

Did you learn on how to update Pan in current account – Y / N

Week 6 - Day 3 – Query Handling Desk @ Branches

DWM Notes: Today in DWM, BM discussed about the work progress of each person and
he also discussed about the TASC account

Notes on observation at current account desk


Customer cones with various requests like modifying account with name, address, phone
number, PAN number etc. They also remit Money in huge amount through NEFT and RTGS
as their business transaction.

Note on learning in updation of PAN


For updation of PAN, customer have to give request on the letterhead of the firm along
with
the photo copy of PAN card. Customer has to bring the original PAN card for verification.

Notes on learning in Closure of Account


Account closure is done after getting request on letterhead by the authorized signature.
We use account closure form to fill customer' s details. We also take ID Proof of the
Customer. Then by using menu option, CAAC we can close the account.

PO Internship Workbook I
10.4 Week 6 – Day 4 – Query Handling Desk @ Branches

Queries handed at current account desk

Week 6 - Day 4 – Query Handling Desk @ Branches

DWM Notes: Meeting on target achieved and set targets for the day. BM told the sales
officers to focus on CASA .

Notes on observation at current account desk


Current account desk is handled by a officer to handle all the queries or to help the
customer
of current account. To open current account we need to take ID proof and Address proof
of the account holder. To modify to to do any change in current account we have to raise
SR.
Current account is opened the business man to make their business transaction. Current
Account can be opened by individuals, proprietorship firm, partnership firm etc.

PO Internship Workbook I
10.5 Week 6 – Day 5 – Query Handling Desk @ Branches

Details of fixed deposit

Observe following

1. FD Account Closure & Renewal


2. Loan /OD against Fixed Deposits

Did you learn about FD Account Closure – Y / N

Did you learn about OD against FD – Y/ N

Week 6 - Day 5 – Query Handling Desk @ Branches

DWM Notes: To days in DWM , BM discussed basically about LI and he also discussed the
accounts which are in active state .

Notes on observation for FD Account Closure & Renewal


FD account close can be of two type , either preclosure on close on date of maturity. For
closing FD account, customer has to come with FD receipt and has to write account
number
on the hipsite of receipt in which he wanted to credit the amount.

Notes on observation for FD Renewal


For FD renewal we can modify it through menu ACM offer that we have to put FD number
and then in scheme details, we have changed status of auto closure and auto renewal.

Notes on observation for Loan / OD against Fixed Deposits


Generally on FD banks give loans up to 90% of the FD amount. To take loan / OD, customer
has to come with the FD receipt to the branch. What is important in this case is that the
Maturity date should be more than that one years then. Only VB will accept that FD receipt
to give loan.

PO Internship Workbook I
10.6 Week 6 – Day 6 – Query Handling Desk @ Branches

Details of fixed deposit

Observe following

1. Product Features & Benefits


2. Tax Deducted at Source (TDS)
3. Submission of certificate u/s 197/Form15G/Form15 H

Did you learn about TDS – Y / N

Did you learn about form 15 H / G – Y/ N

Week 6 - Day 6 – Query Handling Desk @ Branches

DWM Notes: Today in DWM, BM discussed about the target and Five S and pending folder.
Set target for the day. Discussion on circulation updation.

Notes on Product Features & Benefits of FD


FD can be created by debting an account of customer after taking FD slip duly filled with
the
Customer' s sign which is in recorded. Customer get more interest rate that SB account.

Notes on observation in Tax Deducted at Source (TDS)


TDS is deducted annually on interest earned under one cast ID if it is more than ₹10000
In one year.

Notes on learning about Submission of certificate u/s 197/Form15G/Form15 H


It is taken if the customer is willing to pay tax himself. 15G form is for normal customers
And 15H form is for the senior citizen. If the interest is itself is more than the tax slab of
Customer, we cannot accept 15G/15H form

PO Internship Workbook I
PO Internship Workbook I
11. Week 7

11.1 Week 7 – Day 1 – Clearing desk and Products @ Branch

1. Learn about Outward/Inward Clearing at RPC supported branch


2. Also learn about RPC supported branches clearing

 Know the cheque pickup timings of the branch


 Learn to check balance in I Core
 Understand the difference between ledger balance and available balance
 Understand float balance and funds in clearing
 Understand how to identify cheques under clearing ( system reserved amount and ICTM)
 Understand how clearing process takes place in RPC

Did you learn about RPC -– Y / N

Meeting and discussion on current account and audit. BM alert everyone for audit and told
to
take care of it.
Notes on Inward clearing
Inward clearing is when we send cheque to another bank, deposited by our customer to get
Money in their account. Time for pick up of cheque is 11.00 am and 2.00 pm per day.

TAT for inward clearing is 2 days.

Notes on Outward clearing


Outward clearing is when we get our banks cheque of RPC submitted by other's bank's
Customer to credit their account. If any mistake or any discrepancy is on the cheque, then
Cheque will be returned to customer' s address directly. TAT for returning the cheque is 7
Days.

PO Internship Workbook I
11.2 Week 7 – Day 2 – Clearing desk and Products @ Branch

Standalone branches clearing

 Understand what is clearing bank account and the entries made in it.
 Check whether the office order issued by secretarial department is in BDR
 Understand the reconciliation of clearing account. Check whether the reconciliation is done
on the prescribed TAT. Try to reconcile the clearing account.
 Learn to do technical scrutiny of the clearing cheque and other aspects before passing the
cheque.
 Understand the inward clearing process – Tallying of instruments, opening the zone, what
entries are passed
 Understand what are the activities done by vendor
 Understand how to pass the special instruments – Dividend warrants, co-operative bank
instruments, I pay cheques etc

PO Internship Workbook I
Did you learn about Standalone branches clearing -– Y / N

Week 7 - Day 2 – Clearing desk and Products @ Branch

DWM Notes: Meeting and discussion on CASA and how to increase it. Set targets for the day
and follow up the previous targets.

Notes on Stand alone Branch Clearing


Stand alone branch is such branch, where there is no RPC for clearing.

PO Internship Workbook I
11.3 Week 7 – Day 3 – Clearing desk and Products @ Branch

Learn About following products , features and how to cross sell

Third Party product -- Observe following products sourced at branch

1. Life Insurance
2. Mutual Fund – Different type

Did you learn the following -

Life Insurance – Y / N

Mutual Fund – Different type – Y / N

Week 7 - Day 3 – Clearing desk and Products @ Branch

DWM Notes: Meetings and discussion on the sourcing of TASC account. Set target for the
day.

Notes on Observation Products learn – Life Insurance


Life insurance is such a product which customers may see as saving, as investment or as
Retirement plan. For this we need to take PAN card or form 60 or aadhar as document.
Customer will get acknowledgement slip same day but the bond paper will come in 15
days.
There are 2 types of insurance, Life insurance for human life or living things and general
Insurance for nonliving things like goods , vehicles etc.

Notes on Observation Products learn – Mutual Fund


It is an investment of investors who share for a common financial goal. There are three
types of mutual funds. 1) Equity mutual fund: It is invested in the equity market by
Purchasing stock of companies.2) Debit mutual fund: Is is invested in government bond,
Debentures etc.3) Balanced mutual fund: Is has optimum allocation of debit and equity in
their portfolio.

PO Internship Workbook I
11.4 Week 7 – Day 4 – Clearing desk and Products @ Branch

Learn About following products, features and selling techniques

Third Party product -- Observe following products sourced at branch

a) Gold
b) Government Bonds
c) PPF Account

Did you learn the following –

a) Gold – Y / N
b) Government Bonds – Y / N
c) PPF Account – Y / N
Week 7 - Day 4 – Clearing desk and Products @ Branch

DWM Notes: Meeting and discussion about the TASC and CASA. BM discussed about the
Circulation updation and updation of daily operations.

Notes on Observation Products learn – Gold


For gold we cannot take cash more than ₹ 49
999 from customers. If the bill is more than
₹50000 we have to take cheque withI'd proof if he is not our customer. We delivers Gold
with guaranteed slip and receipts.

Notes on Observation Products learn – Government Bonds.


It is a secured investment option ,high yield. These bonds are available as 8% taxable
bonds.
Minimum investment 1000 and no maximum limit. The bond should be repayable on expiry
of
6 years from the date of issue. Documents needed PAN and application.

Notes on Observation Products learn – PPF Account.


PPF ROI is 8.7%. PPF is like recurring deposit. It will be deducted every month from your
account monthly. It is done for the lock in period of 15 years. After 3-6 years customers can
get loan against the deposit. It is based on EEE concept.

PO Internship Workbook I
11.5 Week 7 – Day 5 – Clearing Desk and Products @ Branch

Learn About the product features, documentation, how to cross sell for following

a) Auto Loan
b) Personal Loan
c) Credit Cards

Did you learn about following?


A) Auto Loan – Y / N
B) Personal Loan – Y / N
C) Credit Cards – Y / N
Week 7 - Day 5 – Clearing desk and Products @ Branch

DWM Notes: Meeting and discussion on account sourcing and lead generation to pitch
Product s convert them in customer. Discussion on building banking relationship.

Notes on observation done for Auto Loan


It can be taken by any individual. Minimum 1 lakh, maximum depends on the cost of car.
Document: income proof, if , address proof PAN is mandatory.

Note on Observation done for Personal Loan


It is a cash loan. In come proof , address proof, I'd and PAN is mandatory, other than this
It depends on the customers profile. Minimum period is 12 months. Maximum is 60 months.

Note on Observation done for Credit Card


Credit card is a type of loan . maximum 85% of FD can be the default credit limit of card.
Maximum amount on a limit is 5 lakhs. TAT for getting credit card is 7 days.

PO Internship Workbook I
PO Internship Workbook I
11.6 Week 7 – Day 6 – Clearing Desk and Products @ Branch

Learn About the product features, documentation, how to cross sell for following

a) Home Loan
b) Loan against Shares

Did you learn about following:

A) Home Loan – Y / N
B) Loan against shares – Y / N

Week 7 - Day 6 – Clearing desk and Products @ Branch


DWM Notes: Meeting and discussion on target, gold, branch performance etc. Set targets
for
the day. Discussion on daily operations.

Notes on observation on Home Loan


Home loan can be taken for maximum 20 years .Documents: PAN, Address proof, Income
proof ,(salary slip) of last three months,ITR of last two years .We can give loan to a person
approx 80times of his salary. Processing fee is 2.5%and interest rate on loan is 10.5% .

Note on Observation on Loan against Shares


Our bank provides loan against securities in the form of an over draft facility against the
Pledge of financial securities like share , units , bonds. Documents needed are PAN Card,
Address proof, client master report. One processing fee cheque as applicable.

PO Internship Workbook I
12. Week 8

12.1 Week 8 – Day 1 – Field Visits – Customer Visit

(a) Catchments Mapping

 Understand what is catchment mapping?


 Why Catchment mapping is important?
 How catchment mapping should be done?

(b) Visit PB Clients with seniors

 What are their banking needs and how effectively are we meeting them?
 What is the scope to cross sell
 Issues faced by them

PO Internship Workbook I
Did you learn about catchment mapping – Y / N

Did you visit the PB clients – Y/ N

Week 8 - Day 1 – Field Visits - Customer Visits

DWM Notes: Meeting on target set for the day and target achieved. Discussion on CASA
account. BM told to the officers to bring flow in the account.

Notes on Catchment Mapping


Catchment mapping predetected area where bank officers can go for meeting people to
convert the prospects into customers .

Notes on observations done on visit to PB client


PB clients are those clients to whom bank give service on the priority basis as they bring
Very good business to the bank . Bank officials take care of them on priority basis .

PO Internship Workbook I
12.2 Week 8 – Day 2 – Field Visits – Customer Visits

Visit HNI customers with seniors

 What are their banking needs and how effectively are we meeting them?
 What is the scope to cross sell
 Issues faced by them

Did you visit HNI clients – Y / N

Week 8 - Day 2 – Field Visits - Customer Visits

DWM Notes:
Discussion on the customers service and customers profile. How to pitch products and how
Continue them . Review of the previous target and set target for the day .

Notes on visit to HNI clients


HNI client s are high Net worth Individuals. Branch head take care of these clients as they
Bring very good business for the bank. HNI clients are those clients who have gold and
above account in the bank. HNI clients are very important for the bank as they bring good
sum of money in pipeline in one go

PO Internship Workbook I
12.3 Week 8 – Day 3 – Field Visits – Customer Visits

Visit to Current Account Clients with BSM / BM

 What are their banking needs and how effectively are we meeting them?
 What is the scope to cross sell
 Issues faced by them

Did you visit current account clients – Y / N

Week 8 - Day 3 – Field Visits - Customer Visits

DWM Notes:
Meeting and discussion on CASA and how to increase it . Set target for the day and way
Of improving BSC. Discussion on current account TASC and NRI .

Notes on visit to Current Account Clients with seniors


Current account clients do not have much time generally. They want all the profitable
services to be done on priority basis. They have queries generally about TAT and they
prefer such services which will be done at a time or take very less time. They also use
RTGS and NEET to remit money to meet their business transaction very often. They know
the situation of market fluctuation. So they always talk about market and position of
market in future.

PO Internship Workbook I
12.4 Week 8 – Day 4 – Field Visits – Customer Visits

Visit to Corporate Salary Clients with SM / BM if applicable.

 What are their banking needs and how effectively are we meeting them?
 What is the scope to cross sell
 Issues faced by them

Or

Spend Time with VB while he is interacting with customers

Did you visit corporate clients – Y / N

Week 8 – Day 4 – Field Visits - Customer Visits

DWM Notes:
Meeting and discussion on customer profile service and their requirement from bank.
Set target for the day. Review of every work done on daily basis.

Notes on visit to Corporate Salary Clients with seniors


Salary clients are most relaxable peyon. They do not have any need to maintain MAB.
Generally we open account for 10000 monthly salaried employee.

Note on time spend with VB

Whenever any customer comes, VB great them in proper way and handle their queries
in an efficient manner. If immediate resolution is not possible, VB suggest them
alternative
channel and solve their problem. They treat every customer as special and try to solve
/help
them in every possible way.

PO Internship Workbook I
PO Internship Workbook I
12.5 Week 8 – Day 5 – Spend the day with the Mentor

Did you spend day with mentor – Y / N

Week 8 - Day 5 – Spend the day with the Mentor

DWM Notes:
Discussion on CASA and MAB maintain a nice. Review of precious targets achieved and
set target for the day.

Notes on day spend with mentor


Went to visit and also did cold calls assigned by mentor. During cold calls I met with
different kind of people of different mind set and various profession. While talking to them
I came to know about the services given by other bank to them. Some people were very
good
some were very rude,some does not want to share dates ,some behaved in polite manner.
After these calls,I got to know that leads can be generated through these kind of cold
calls.

PO Internship Workbook I
12.6 Week 8 – Day 6 – Spend the day with the Mentor

Did you spend day with mentor – Y / N

Week 8 - Day 6 – Spend the day with the Mentor

DWM Notes:
Discussion on daily operation, register and reports. DWM encouraged everyone to increase
CASA focus on LI.

Notes on day spend with mentor


I came to know about some internal process of bank like how should I work to meet target
attract customer by giving proper services. Customer service is the most important thing
which made us win in the field and sales. Everything in the bank work in a very systematic
way and we have to follow that.

PO Internship Workbook I