IIBF & NISM Adda Certificate Examination in Customer Service & Banking Codes and Standards (IIBF & Other Exams) Compiled by Srinivas Kante B.Tech, CAIIB Compiled by Srinivas Kante Email: srinivaskante4u@gmail.comificate Examination in Customer Ser IBF Certificate Examination & Banking Codes and Standards INTRODUCTION Barking being a sores industry has to keep qual a the series to Ini customers al the op of ther priori, The expectations of customers about he service ‘fered by banks are deren in deren’ loeatons and geographes af au vast count. With the changing times, he expectaons a levels about the quay of {usiomer serie have undergone significant changes over lat 4 cecaces, ‘These higher expectations have been mare pronounced after tne opening of new private sector banks as a consequence of fancal sector reforms in our county. Indian Banks especialy the Puble Sector ones have seen huge increase in thelr branch network durng the last four decades. The unprecedented inerease in branch nel work has impacted the customer service due lo varied demands on the banking industry from diferent sections ofthe society ‘Though banks have been laking Needed steps for Improving the customer service standards, ooking to the need to retan existing ones and to atract new customers, there is always a scope for mprovement. Due (othe diferent levels of standards thal are avaiable there is leo a need for bringing uniform Standards of service across the branches banks, This would enable all bank customers to enjoy standard levels of customer service inary bank or branch ‘af tre choice, SUPPORT FROM BCSBI In order o meat ne expectatons of te customers and to render quay service by bark employees, the Insts has launched a oercate course In customer service i associaon wth Banking Codos and Standards Boas f nia (BCSBI) The Board has agrood fo on is ram and provide any asistancorequed bythe ists {0 mato this a succes] mative, BOS! ea society ands an Indeponient organization promoted by RAL Main objocve of hi sory as po ts memorandum. 1 formulae standares of service and also ensure tha he same are maviased by al ts marbers. Thar ae atoll of 132 banks as members of tis solely who rave vlurarly agreed to abide by the standards of service prescribed by BCSBI OBJECTIVES, ‘To onhanice knowledge of banking professionals inthe fle of Customer Services and to fll the Increasing need of such professionals ELIGIBILITY 4. Members and Non-Members ofthe Institute 2. Candidates must have passed the 12n slandard examination in any dscipine or is equivalent. PASSING CRITERIA: Minimum marks for pass inthe subjects 50 out of 100, DELIVERY Candidates wil have access to - + Specal prepared courseware + Finance Quotient-on the entry level knowledge ofthe candidate to be hosted on the Insitute’ portal + Sulton progr on Customer Serve developed in asociton wih Tata interactive System (Caniete wil be gana separate log send password os purse) + Case sides on Customer Service ghevancespaslodealy isloades ne Instute's pata EXAMINATION For Members, For Non-Members FEES" : Particulars First attempt s1,000!-* Rs ,500/-* Subsequent each. 1,0000-* s.500)-* attempt Cut-off Date of Guidelines important Developments for Examinations “The Insitute has a pracice of asking questions in each exam abou the recent developments / guidelines issued by the -eguato(s) In order to test f the candidates xeep themee}es abreast ofthe current developments. However, tere could be changes inthe developments uicelines (rom the date the {question papers are prepared andthe dates ofthe actual examinations. In orderto address these issues efectvaly, thas been decided that: (0 spect of te examinations tobe conducted by tne Institute for the period February to July of a calendar year, instructions /qudelines issued by the regulators) and important developments in banking and fiance up to 31st December wil only be considered forthe purpose of inclusion in the question papers (i) ntespect ofthe examinations to be corctes by the Insite fo the paiod August lo anuaty ofa calendar yer, instruction uideines sued by the regulators) and important aeveloprents in banking an nance up to 3 June wil oly be considered forte purpose of nclision in the question papers. 6 important “The table given below further Cutt Date of Gude iculars clasifies the stuabon {he nit forthe period February 2018 feuay 2018 naminatins tobe conducted by ge are pes Ags 2018 Development for Examinations Compiled by Srinivas Kante Email: srinivaskante4u@gmail.comSyllabus Module - A Definition of a customer — Banker- Customer relationship — Points of contact - Types of customers ~ Types of relationships, such as individuals, corporates, etc. and their peculiarities — Need for building up customer relationships and Importance of Customer Service in a country like India - Changing Expectations and Perceptions Termination of relationship Module - B Modern day banking — Core Banking / Electronic Payments — phone banking ~ mobile banking — internet banking — How business is sourced — Different retail products — Home Loans ~ Vehicle Loans - Consumer durables — Credit Cards — Bancassurance — Demat services — Selling through agents — Recovery process, etc. This Module should also deal with general areas of grievances - pass book, account statement, unsolicited business, different charges, etc. Module - C Efforts made by banks, association of banks and Reserve Bank of India to improve customer service - Regulations, Instructions, KYC / AML guidelines-Banks' duties and rights - Customer Service Committees - Grievance Redressal Mechanism including Banking Ombudsman — Importance of Developing Skills and Attitudes — Use of IT in improving customer service. Module -D Genesis of Banking Codes and Standards Board of India — its set up and functions ~ Code of Bank’s Commitment to Customers and Code of Bank's Commitment to Micro and Small Enterprises. BANKING IN INDIA Role of Reserve Bank of In ‘The Reserve Bank of India was established on April 1, 1935 in accordance with the provisions of the Reserve Bank of India ‘Act, 1934. Though originally owned privately, it was nationalised in 1949 and now the Reserve Bank is fully owned by the Compiled by Srinivas Kante Email: srinivaskante4u@gmail.com