Atigya Karan 18325580468 PDF

Probationary Officers’ Program
Workbook for
Branch Internship I
18325580468
ATIGYA KARAN
44 F
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
(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
(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
Different types of Accounts and Variants Continued .....................................................................................26
Opening of Saving Account ...........................................................................................................................28
Opening of Current Account ..........................................................................................................................29
PO Internship Workbook I
Jewel loan .......................................................................................................................................................31
7. WEEK 3 .............................................................................................................................................. 32

(a) Cash Desk Objectives ...............................................................................................................................32
(b) Safety Measures in cash ............................................................................................................................33
(c) Cash opening .............................................................................................................................................33
(a) Handling of Mutilated Notes .....................................................................................................................36
(b) Handling of Counterfeit Notes/ Fake notes ...............................................................................................36
(c) Cash Closing .............................................................................................................................................36
Cash Desk .......................................................................................................................................................39
Cash Desk .......................................................................................................................................................40
7.6 WEEK 3– DAY 6 – BASIC DESK @ BRANCH ................................................................................................... 41
(a) ICMC Services ..........................................................................................................................................41
(b) Remittance Desk Objectives .....................................................................................................................41
8. WEEK 4 .............................................................................................................................................. 43
8.1 WEEK 4 – DAY 1 – FUND TRANSFER / REMITTANCE DESK @ BRANCH ........................................................... 43

(a) Issuance of draft ........................................................................................................................................43
(b) Demand draft/ PO revalidation .................................................................................................................43
(c) Cancellation & Duplicate DD/PO issue ....................................................................................................43
RTGS..............................................................................................................................................................47
NEFT ..............................................................................................................................................................47
Transfer Cheques ............................................................................................................................................49
9. WEEK 5 .............................................................................................................................................. 51
9.1 WEEK 5 – DAY 1 – QUERY HANDLING DESK @ BRANCHES ........................................................................... 51

Saving Account Queries handled at query desk .............................................................................................51
Calculations ....................................................................................................................................................52
Accounts servicing request .............................................................................................................................55
10. WEEK 6 ............................................................................................................................................ 60
10.1 WEEK 6 – DAY 1 – QUERY HANDLING DESK @ BRANCHES ......................................................................... 60

Queries handed at current account desk .........................................................................................................63
Details of fixed deposit ...................................................................................................................................64
Details of fixed deposit ...................................................................................................................................65
11. WEEK 7 ............................................................................................................................................ 67
11.1 WEEK 7 – DAY 1 – CLEARING DESK AND PRODUCTS @ BRANCH................................................................. 67

Standalone branches clearing .........................................................................................................................68
11.5 WEEK 7 – DAY 5 – CLEARING DESK AND PRODUCTS @ BRANCH ................................................................ 72
11.6 WEEK 7 – DAY 6 – CLEARING DESK AND PRODUCTS @ BRANCH ................................................................ 74
12. WEEK 8 ............................................................................................................................................ 75
12.1 WEEK 8 – DAY 1 – FIELD VISITS – CUSTOMER VISIT ................................................................................... 75

(a) Catchments Mapping ................................................................................................................................75
(b) Visit PB Clients with seniors ....................................................................................................................75
12.2 WEEK 8 – DAY 2 – FIELD VISITS – CUSTOMER VISITS ................................................................................. 77
Visit HNI customers with seniors ...................................................................................................................77
12.3 WEEK 8 – DAY 3 – FIELD VISITS – CUSTOMER VISITS ................................................................................ 78
Visit to Current Account Clients with BSM / BM .........................................................................................78
12.4 WEEK 8 – DAY 4 – FIELD VISITS – CUSTOMER VISITS ................................................................................ 79
Visit to Corporate Salary Clients with SM / BM if applicable. ......................................................................79
12.5 WEEK 8 – DAY 5 – SPEND THE DAY WITH THE MENTOR ............................................................................. 81
12.6 WEEK 8 – DAY 6 – SPEND THE DAY WITH THE MENTOR ........................................................................... 82T
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!
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
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).
➢ 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
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 relevant for
1.4 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 applicable or
8.4 spend time with VB while is interacting with customers
Visit to Corporate Salary account customers along with SM/BM, if applicable or
8.4 spend time with VB while is interacting with customers
8.5 Spend time with mentor
Week 8 8.6 Spend Time with your mentor
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
Did you participate in the DWM – Yes
Did you observe Deposits, Assets and Liability in Branch: Yes
Week 1 – Day 1 - Branch Overview
DWM Notes: Introduction with bank staff members (BM: Vikalp Srivastava, DBM: Anil Kumar
Saxena) Attached branch huddle meeting, BM discussed about CASA, TD, LI, HL, and PL
targets also learner fund transfer through Insta banking.
Helped customer in cash deposits and withdrawals and also assisted in filling customer's
RTGS and NEFT form.
GL Figures: 58.88 Cr.

Cust Ids: 8,867 Cr.
CASA Figures: 42.82 Cr.
Term Deposits: 16.06 Cr.
Total Liabilities: 58.88 Cr.
Total Assets: 10.08 Cr.
Notes on Branch Book: As compare to previous financial year, branch book size has shown a
positive impact. I also observe the changes occured in general ledger where the asset
figures has constantly been increasing.
5. 2 Week 1 - Day 2 – Branch Overview
Role Overview
• 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.
Did you go through the main key roles in the branch - Yes
Week 1 - Day 2 – Branch Overview
DWM Notes:
Everyone gathered at BM office and he allocated task to each officer and had given targets
for each product to accomplish it at the end of financial year.
BM allocated the gold loan, life insurance and CASA targets to each officer.
Observations on Roles at the Branch and its deliverables:

BM: He takes care of sales and risk management
DBM: He takes care of operations in branch
BSM: He looks after the sales of the branch
PB: He handles privilege customers
CSO: Cash opening, cash closing, cash deposit and cash givings to withdrawal customers
SO: He Opens the account and sourcing the customer to branch
VB: He solves customers query, pitch the product etc.
Observations on the Goal Sheets of each role at the branch:

Goal sheet contains different prospective with different weights which differs for each role
Such as: FOCUS Score 81.88, BSC Score (Operating Profit 81.28%, GL 70.55%, Asset
Business 77.60%, Fee 70.87%, Branch health 53%), CASA AAB 56.82%, CASA MEB 253.74%
CASA NCA 89.51%, Fixed Deposits 151.35%, Secured Assets 47.20%, Personal Loan and
PLCC 103.92%, CC And BCC 125.30%.
5.3 Week 1 - Day 3 – Branch Overview
DQM and Lobby Management
• 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.
Do you know what is Lobby Management – Yes
Did you study the various TAT for various transactions in branch – Yes
Did you go through security aspects of entire branch: Yes
Week 1- Day 3 – Branch Overview
DWM Notes:
Branch manager called everyone for huddle meeting and asked for the previous day report.
He reminded all sales officers of the monthly target and set the target for the day.
Notes on DQM:
There is no daily queue management in my branch as it work on insta banking
Service.
Notes on Lobby Management:

It plays a vital role in the branch. BM asked to interact with the customers and I did 70-75
Insta banking. It directly reflects the branch main focus score.
BM explained about the importance of lobby management in the branch as it is a way of
generating new leads.
Lobby management is very important and it enhances smooth functioning and customer
satisfaction.
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
Did you spend time learning the systems used in branch – Yes
Did you observe the applications used in branch – Yes
DWM Notes:
Everyone gathered for the huddle meeting . BM was not present at that time, so DBM took
the initiative to conduct it and assigned targets to individuals.
List of systems being used at the branch

Alarm system :In each counter, there is a red button. If anything happens, the employee will Press
the red button to activate the alarm.
Burglar alarm : Its mode changes from day mode to night mode and vice versa
CCTV (Closed circuit television): It is used for bank's security. It also helps to catch thieves in case of
cash shortage, it also help BM to monitor the daily operations and confirm all Things going in right
way.
Notes on core applications being used at the branch (Finacle and FCRM)
Finacle : finacle 10x version is used in branch which is created by Infosys.
It is an application software which is used for financial as well as non financial transactions.
All the financial transactions of a customer will perform through this with fincore option.
SVS is used to verify signature of customer and say customer signature and photo.
CRM helps in account opening .
FCRM : It is used to raise service request to resolve customer queries. There are two types
of SR given:
1) inward SR : request done using phone banking and other branch service request on us.
2) outward SR: SR is raised and note down the SR number. If SR is not resolved within a given TAT
then it goes to escalation tray.
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 –
• Other 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
Did you go through Branch Performance? Yes
Week 1- Day 5 – Branch Overview
DWM Notes:
BM conducted the huddle and discussed about the upcoming products and sets target for
Gold loan to every employee.
Notes on Branch Performance Parameter

Focus score: 81.88
BSC score -. operating profit : 81.28% GL : 70.55%. Asset business : 77.60%
Fee: 70.87% Branch health: 53.00%
as compared to previous year , this year there is a increment in branch performance .
this year main focus is on life insurance , CASA and mutual fund.
Notes on Customer Service Measure

It provides the best customer service because focus score of Barabanki branch (sol id 0515)
is 81.88%. Every officer solve customer query in an effective manner. All queries are clarified
effectively in short span of time and within TAT. Customer is provided best suited product
according to the need of him.
(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.
(b) Go through Five S Concepts.
Did you go through various reports at the branch – Yes
Did you learn about Five S – Yes
DWM Notes:
BM and DBM conducted the huddle meeting, allocated the task to each officer .
Notes on reports and registers observed

Deliverables register: it consists of debit card, debit card pin mail, cheque book , infinity password.
Outward register : if from our branch to other branch any mail is send by courier then it should be
noted down in outward register.
Inward register: if we receive mail in courier form to our branch from outward side, it is noted down in
inward register.
Cash balancing register: in this register, all cash details are mentioned like opening balance closing
balance, deposit withdrawals . It is kept inside the vault.
Key movement register: whenever there is a movement of keys it should be noted down in it.
Notes of Five S in brief

Sort in-sort out: classify items into needed, wanted , and unwanted buckets. Remove
Unwanted items from bucket.
Systematic arrangements : arrange all items systematically.

Spic-N-Span : keep the workplace free from dust, dirt and control or remove their causes
Standardize : Follow work place policy procedure and rules, assign every place/item, regular
Walk through by senior to give a check
Self discipline : Follow basics at work place regularly. Train every employee on basics at work
place.
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.
• Learn 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
Did you learn the Account Opening process – Yes
Did you study the KYC guideline – Yes
Week 2 - Day 1 – Basic Desk@ Branch
DWM Notes:
BM Asked to focus on CASA, FD, LI, MF, SIP
BM Asked to get an idea of the customer's need and to pitch the product according to their
need and motivated to get more gold loans lead.
Notes on Account opening
In this first need of the customer is to be identified and according to it the product is being
pitched to the customer.
Take proper kyc document and verify it with the originals and affix verified with original stamp
to it.
AOF should be filled correctly without any mistakes and alterations.
Black pen is to be used for filling the marks, use capital letters, signature of the customer is
to be done
KYC certification to be as the guidelines of RBI.
AOF should be send to RPC.
Notes on KYC guideline

Objective is to prevent bank from being used intentionally or unintentionally by criminal
element for money laundering/terrorist financing activities. It enables bank to know their
customer and Their financial dealing which help them manage risk prudential.
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.
Did you study the different type of accounts sourced in Branch – Yes
Did you learn about recurring Deposit – Yes
Did you learn about RD and FD – Yes
Week 2 - Day 2 – Basic Desk @ Branch
DWM Notes:
BM Asked all the staff members about their business and CASA status.
Notes on Different type of Accounts and Variants

1) Current account- Standard, Classic, Premium, Gold, Gold Plus, Platinum, Elite Currently account
2) Saving account- Gold Privilege, Platinum, Regular, Silver, Wealth, Family, Salary, Young
Star Saving Account.
3) Fixed Deposits Account- Tax Saver FD, Money Multiplier FD, FCNR, NRE FD.
4) Recurring Deposits Account
Note on Recurring Deposit
Fixed amount in every month or regular intervals is deposited.
Minimum tenure is 6 months and maximum tenure is 10 years.
Minimum amount is Rs. 500/- and in multiple of Rs.100
Note on Fixed Deposit

Repayable after only a specific period.
Minimum tenure is 7 days, Maximum tenure is 10 years.
Rate of interest is higher than saving account interest rate.
Two types of FD: Traditional FD and Cumulative FD
Different types of Accounts and Variants Continued
DWM Notes:
Today BM discussed about LI
To generate more SRs for enhance EDC
Notes on Different type of Accounts and Variants

⚫ Savings Account
1) Regular savings account
2) Young star Savings account
3) Gold Privilege Savings Account
4) Young Star Saving Account.
5) Platinum Savings Account
6) Silver Savings Account
7) Wealth Savings Account
8) Family Savings Account
9) Salary Account
10) Advantage Woman Savings Account.
11) Life plus senior citizen account
12) NRE Account
13) NRO Account
⚫ Current Account
1) Standard Current Account
2) Classic Currently account
3) Premium Currently account
4) Gold Currently account
5) Gold Plus Currently account
6) Platinum Currently account

7) Elite Currently account
⚫ Fixed Deposit
1) Tax Saver FD
2) Money Multiplier FD
3) FCNR
4) NRE FD
5) NRO FD
⚫ Recurring Deposit
1) Regular Recurring Deposit Account.

2) NRO Recurring Deposit Account.
3) NRE Recurring Deposit Account
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 – Yes
DWM Notes:
BM asked all the staff members about their targets
Focus was to generate leads for CASA and PL
Notes on observations on opening of saving account

A savings account is an interest-bearing deposit account held at a bank or another financial institution
that provides a modest interest rate. Banks or financial institutions may limit the number of
withdrawals you can make from your savings account each month, and they may charge fees unless
you maintain a certain average monthly balance in the account. In most cases, banks do not provide
checks with savings accounts
Tat for saving account

Tab form- 1 day
Physical form- 4 day
Saving Account Common Facility For all Saving account :-

Debit-cum-ATM card ,Money Multiplier facility, Internet banking, Customer care, Mobile
Banking, Standing Instructions, Nomination facility, DD call and collect, Saving account
portability
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 – Yes
DWM Notes:
In today's huddle meeting, LI product is discussed. Along with it, process followed for opening
current account was discussed by our DBM.
Notes on observations on opening of current account

Current bank account is opened by businessmen who have a higher number of regular transactions with
the bank. It includes deposits, withdrawals, and contra transactions. It is also known as Demand
Deposit Account.
Process:
1. Visit the customer and understand the business type of customer i.e Individual, Proprietor,
Partnership, Private Limited.
2. Pitch the product according to the transaction and as per business.
3. Take all document required to open current a/c as per the business nature
4. TAT for current a/c is 4 days.
Documents required:
HUF : KYC and huf letter.
FIRM: KYC and board approved letter..
Company : MoA, AoA, certificate of incorporation, certificate of commencement of business.
Trust : KYC and trust deed and bye laws form.
Sole proprietor : proprietor firm and KYC Note.
If there is no pan card form 60 is required.
Variant of Current account:-
1.roaming current account-
Standard Current Account - 10000 Mab
Classic Current Account- 25000 Mab.
Premium Current Account - 50000 Mab.
Gold Current Account -100000 Mab.
Gold Plus Current Account - 300000 Mab.
Platinum Current Account -500000 Mab.
Elite current account -1000000 mab.
2.Smart business current account-
AC 200- 25000 mab.
AC 300-500000 mab.
AC 100-100000 mab.
3.Trade roaming account.
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 – Yes
DWM Notes:
As the financial year is coming to end BM is more strict in knowing the targets of the staff members
and more focus on gold loan and casa
Notes on observation in Jewel Loan

To open Jewel loan account, we need:-
1. Customer should have all KYC documents
2. KYC documents should be seen original and verified.
3. Charges of gold loan should be discussed (renewal , processing).
4. DBM should check previous gold loan(CPCS,CIBIL SCORE).
5. Interest (Direct agri-13.75%, Allied agri-14.75%, Non-agri-16.75%).
6. Then OTP is sent to the register mobile number of the customer.
7. Go Menu - I Got.
8. Case registration and save.

9. Appraisal.
10. Gold loan weight count & calculate value of gold loan.
11. In system, gold loan will get upload.
12. Enter customer OTP and submit verify check.
13. Account opening form
Documents required:
1.Two passport size photograph.
2. Proof such as Driving License / PAN Card / Form 60/61 / Passport Copy / Voter ID Card / Aadhaar
Card / Ration Card. Any one document needs to be submitted.
3. Address Proof such as Driving License / Voter ID Card / Ration Card / Aadhaar Card / Passport
Copy / registered lease agreement with not older than 3 months utility bills in the name of landlord
(any one).
4.Proof of land holding in case of agriculture loan of more than Rs. 1 lakh.
7. Week 3
(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
(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
Did you learn about Cash desk objectives – Yes
Did you observe Safety Measures in cash – Yes
Did you observe cash opening – Yes
Did you learn about cash receipts – Yes
Did you observe on handling of large cash – Yes
DWM Notes:
Today BM has instructed everyone to focus on CASA specially on SA and on LI as Financial Year is
going to end
Notes on Cash Desk Objective, Safety Measures in cash:

Clean note policy should be maintained
Customer calling has to be done for cash withdrawals Rs. 1 lacs and above for Current Account Rs.
50,000 and above for Saving Account.
Validation of cheque and notes to be done through UV Lamp
Lock cabin and logout the desktop when not in use
Always record denominations details in the reverse of cheque before handling
physical cash to customer
Notes on Cash opening and receipts :
Before moving the cash from vault to cash counter, entry should be made in CBR.
Using cash movement voucher, cash moved from main teller counter to other teller counter.
Entry should be TELLER account debit, main account credit.
Branch should not keep money more than CRL .
Notes on handling of large cash :

In case of LCT the customer is being asked for his source of income. If the cash is verified as genuine
then the PAN updation is checked and then the customer is asked to fill the LCT form where all the
details including the source of fund is mentioned.
If depositor is third party then the confirmation is taken from the customer and a letter of confirmation
is taken the cash is deposited.
Observation at Cash desk continued.
Did you learn about mandatory requirements for a cash receipt – Yes
Did you observe role of Teller – Yes
DWM Notes:
BM instructed everyone should focus on customer service.
DBM discussed about individual & branch BSC for month of March.
Notes on Observation at Cash Desk :

PAN should be needed for cash transaction Rs. 50,000 and above.
Valid ID proof for non customer withdrawal in bearer cheque.
Declaration needed for all third party non base receipt .
For all cash withdrawal above Rs. 500000 at non base branch locations one day prior notice Need to
be given by the customer to the tailor or DBM preferably.
Rs. 5 lakh and Rs. 10 lakh watches verified by BM/DBM.
For transaction above posting is to be done by other officer.
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
Did you learn about:
Handling of Mutilated Notes – Yes
Handling of Counterfeit/Fake Notes – Yes
Cash Payment – base and non base branch – Yes
Handling of Shortage/Excess cash – Yes
Cash process-ATM, if applicable – Yes
Cash closing – Yes
DWM Notes :
BM asked all staff about their business and targets
Todays discussion was on Term Deposits and CASA
Notes on handling of notes , cash payment :

Notes received from customer should be checked using note sorting machine if any mutilated notes
received then it should be enter in register and sent to ICMC if any fake note is received then it should
be stamped as fake and note down the details of the customer in fake note register and sent to ICMC
for any reason the no should not be given back to customer.
Denomination name account number amount in words and figure, signature, third party declaration
should be checked, in pay in slip check should be scrutinized properly, in case of cheque produced by
third party ID proof should be collected customer calling has to be done for Rs. 50,000 for saving
account 1,00,000 for current account, verify signature and photo all payments have to be done in
processed cash only effect signature verified customer calling stands on the instruments.
Handling Notes:-Notes Received from customer should be checked using NSM. If any mutilated notes
are received then it should be entered in register & sent to ICMC. If any fake note is received then it
should be stamped as fake & the details of the customer should be noted down in fake note register &
sent to ICMC. For any reason the note should not be given back to customer.
Notes on cash closing :

At the end of the day ,after all cash receipt & payment are verified sort & pack the cash. Tally the
physical cash with balance shown in Teller account. After tallying the cash the cashier handovers the
cash to the main cashier with the cash movement voucher & in ICore each Teller account is transferred
to CS. main account.
The main cashier tally the consolidated physical cash with total of closing cash balance figures of all
cashiers. Physical cash balance will tally with balances as shown in Cash Balancing Register and ICore
cash account. CSM signs the Cash Balancing Register.
After CSM has verified the cash, cash is shifted inside the vault room in locked boxes. Before sending
the cash to vault room, CSM should raise the EOD entry (end of the report). This should be the last
entry of the day that means there is no further transaction. Security guard should be at the gate of
branch at the time of cash closing. CSO and CSM should lock the grill gate from inside and open the
cash safe. Cash stored inside the cash safe.CSO/CSM rechecked whether number of packets/bundle
etc. match with figures stated in cash balancing register.
Cash Desk
Observation on note handling continued
DWM Notes:
BM instructed everyone to complete their target before end of financial year.
Notes on Cash Desk Observations

While cash payment branch should issue the process cash to the customer.
Rs. 10, Rs. 20 note to be counted by counting machine twice .
Counterfeit note send to ICMC along with acknowledgement district this receipt contains customer
name address serial number of the note denomination these details are also entered in the fake note
register which maintained in branch.
Mutilated notes and soiled notes exchanged on particular day only it should be noted in separate
register.
Exchange value depends upon the piece of note
For Rs. 1. 2. 5, 10, 20 if the single largest undivided piece of the note is more than 50% means full
amount and less than 50% nothing.
For Rs. 50 Rs. 100 Rs. 500 Rs. 2,000 more than 65% means full amount, less than or equal to 40% less
than or equal to 65% means half amount and less than 40% nothing.
Cash Desk
Observation on note handling continued
DWM Notes:
BM instructed everyone should focus on customer service
BM and DBM focused on insta banking which provide the digital transaction of customer calling
forecasts of Load Money.
Notes on Cash Desk Observations
Above Rs. 500000 receipt and payment should be verified by BM Or DBM
Short and excess Cash: In case of any Short or excess the cash balance it is cross examined to find the
error occurred in the transactions and cash are counted once again and denominations are checked
CCTV.
Account opening pay in slip should be signed by BM and original id proof and signature should be
verified encounter by Taylor.
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.
Did you learn about ICMC services – Yes
Did you learn about Remittance desk – Yes
DWM Notes:
BM suggested to bring more deposits from public.
Notes on ICMC Services , NSM and Remittance Desk

ICMC stands for Integrated Currency Management Chest which is the ICICI Bank Currency
chest where the bank park sits excess money.There are around 32 ICMC all over India
spread across different states.The main role of ICMC is to safeguard the bank’s money and to
supply cash to different Bank Branches.
Bank should maintain the cash up to the cash retention limit, if the cash exceeds the retention
limit than SR should be raised before a particular time depending upon the distance of ICMC
from the branch.
When the SR is raised the ICMC send the officials to the branches to remit the cash. Before
remitting the cash to the ICMC the cash held with the branch should be sorted and bundled
according to denominations.
When ICMC official arrive at the branch ID proof of individual should be verified and the
details such as time and name of the person should entered in the register.
The cash is kept in the cash bin and should be locked properly. Similarly, when the branch
requires cash then SR is to be raised for the indent of cash from ICMC in order to fulfill the
customer’s requirement.
After the complete process is accomplished the SR should be closed.
NSM machine helps to count the cash & sort cash. NSM machine helps to find the fake Note
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
Did you learn on issuance of draft – Yes
Week 4 - Day 1 – Fund transfer / Remittance Desk @ branch
DWM Notes:
Last week planning is taking place of the end of financial year as BM is instructing everyone to bring
more CASA.
Notes on Draft and PO

For Issuance of DD:- Application slip accompanied with cheque (no limit). Request for draft against
cash 49999, Before issuing DD, customer has to fill the slip for DD/PO and hand over to CSO, CSO
has to in form about the charges. If in the same city we issue the banker's cheque. Enter in TM menu
give option as ADD then cash (c) and normal receipt (NP) then give account id of DD account no.,
narration then press for it will take you to new screen where you fill the details of payee name,
purchaser name after that you will reach the charge screen. Fill the DD charge amount and finally press
F10 you get the Tran- Id and the signature verifying press the F9 and direct go to SAVE.
For Re-validation of DD: DD validation 90 days, Customer can re-validate after 3 months, while re-
validating, Beneficiary request with NOC from purchaser, In case of purchaser request letter duly
signed as per MOP, Banker should ensure that the DD is still unpaid using DDSM option, G-charge
option used for recover the charges for re-validation of draft.
Cancellation of DD: Only purchaser can cancel the DD. Request letter and original instrument should
be taken then the DD status should be checked with the menu option DDSM, using DDC cancel the
previous DD.
The instrument is defaced and the instrument is retained then collect the charges using GCHRG option.
Duplication of DD: Applicant for indemnity, NOC from beneficiary, I core option DDSM-DDLOST-
DDD-DDREPRNT& G-charge option for duplicate issuance of DD.
Learn about the following @ Branch:
• Deliverables
• Inventory,
• Housekeeping (with respect to controls in place at the Branch)
Did you learn on deliverables in branch – Yes
DWM Notes:
Today also BM allocated task to bring more CASA to everone and asked for their business
Notes on observations deliverables at branch

I-kit will be under the custody of BM. For every account opening, the respective accounts ourcing
officer should make an entry in I-kit issuance register and get the I-kit from the BM.
Deliverable received by post for a customer who raised a request should be handed over to them on the
same day or it should be kept in vault. Within 3 weeks it should be delivered otherwise it should be
destroyed.
Notes on observations inventory management
Physical inventory hold by the respective custodians and are tallied with ISRA report. ISRA report
generated through I-core. ISRA report are signed by BM. BM will check the report on monthly basis.
Inflow/outflow of the inventory can be managed with the help of BIN card. Inventory stored in the
store room to be managed. Inventories are considered as a high risk product.
Notes on observations housekeeping
It is very important to control all the processes in the branch to ensure compliance and risk free
delivery. These controls are in the form of certain activities & guidelines that each employee are
assigned to carry out at the branch. BM is responsible to ensure that all such process are complied on
timely basis.
Observe the Queries of customers pertaining to fund transfer and remittance and how the same are handled.
DWM Notes:
Today BM discussed about the targets of the staff that they achieve as they were asked yesterday.
Notes on entire day spend at handling queries of customers pertaining to fund transfer and remittance
and how the same are handled.
Remittance Desk:- Transfer Funds:- Fund transfer can be performed only if the payee and beneficiary
hold the account in the same branch. There is no limit for fund transfer. Fund transfer can be done
through ATM, Net banking, Insta-Banking with a cheque and pay-in-slip where all the details of the
beneficiary is mentioned. Maximum limit for instant fund transfer is is Rs.1 Lakh. For fund transfer the
customer account is debited and the beneficiary account is credited.
DD:- Demand Draft. It is similar to fund transfer. For a DD customer fills the DD pay in slip and debit
their account.
RTGS:- Real time Gross settlement. RTGS is fast way of transferring funds to any bank account
instantly. Minimum amount: 2 Lakh. Customer needs to fill account no., address fields are presented.
RTGS can be processed only based on the Account no.
NEFT:- National Electronic Fund Transfer. NEFT the transfer are done in batch wise. There is no
minimum and maximum limit for NEFT. It is inter-bank fund transfer.NEFT can be processed through
ATM, Netbanking, at branch also. For NEFT the proper NEFT form should be filled to process transfer
in 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
Did you learn about RTGS – Yes
Did you learn about NEFT – Yes
DWM Notes:
BM is still focused on bringing more funds as CASA in the branch and also asked staff to ask funds as
CASA.
Notes on RTGS
It is the fastest way of fund transfer. We can transfer funds instantly. For RTGS customer submits the
outward instruction slip. Maker should check the instruction slip before carryout the RTGS in I-core
using NEFRTG menu option. Minimum Amount we can transfer through RTGS is 2 Lakh. No limit for
process of RTGS in mega branches. All other branches can process upto 25 Lakh. To transfer 25 Lakh
a scanned copy of instruction slip is sent to RPC using Omniflow docs, FCRM, Staff ware. For
transaction above 5 Lakh in non-base branch the customer should get the approval from BM of the
non-base branch and also the BM of the base branch. Timing for RTGS in weekdays is 9.00 am to
3.30pm.
For Inward RTGS there is no charge. For outward RTGS Rs 25+ GST for transfer above 2 LAkh to 5
Lakh.
Note on NEFT
NEFT the transfer are done in batch wise. There is no minimum and maximum limit for NEFT. It is
inter-bank fund transfer.NEFT can be processed through ATM, Net banking, in branch also. For NEFT
the proper NEFT form should be filled to process transfer in branch. Timing for NEFT in weekdays is
8.00 am to 6.30 pm.
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 – Yes
DWM Notes:
As like same BM is still focused on bringing more CASA and special focus is given to SA ( Saving
Account).
Notes on transfer cheque

All Transfer cheque deposited across the counter are processed in the branch itself. While processing a
cheque for transfer payment, please check Drawers account balance, Drawers signature, Mode of
operation (Current Accounts), Payee name and Account number, Payee a/c type (in case of NRE,
source of funds required), stamp-UV Checked, signature verified should be affixed on the instrument.
In case stamp is not available the same can be hand written on the instrument. Call the customer before
processing any transaction for values above Rs 50,000 in Saving Account and Rs 1 Lakh in Current
Accounts (A stamp customer calling should be affixed on the instrument) Call the customer for
verification even in the case of slight mismatch of signatures irrespective of amount. If any correction
in cheque should be authenticated by Account Holder.
Observe the Queries of customers pertaining to fund transfer and remittance and how the same are handled.
DWM Notes:
On the Last day of Financial Year BM asked his staff to put all their effort to bring CASA.
Notes on entire day spend at handling queries of customers pertaining to fund transfer and remittance
and how the same are handled.
Customer inquired about how to do fund transfer using net banking. SO explained the process
with help of demo video. Customer inquired about how to do fund transfer using ATM. We
explained the steps of the fund transfer using ATM. Customer inquired about how to do fund
transfer using IMOBILE Application. We explained the steps of the fund transfer using
IMOBILE Application. Customer inquired about how to RTGS & NEFT using net banking.
CSM explained the process with help of demo video. Customer inquired about charges for the
RTGS & NEFT. CSM explained customer about charges for RTGS & NEFT. I told that ICICI
Bank not charge any amount for transferring through NEFT Or RTGS and IMPS. Customer
enquire how to add new payee in IMOBILE application, to transfer the fund, how to open FD
& RD using IMOBILE Application.
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 – Yes
Week 5 - Day 1 – Query Handling Desk @ Branches
DWM Notes:
Today huddle meeting was the first financial year meeting. New targets were assigned to the staff for
LI, CASA, Gold Loan, Personal Loan, Home Loan.
Notes on observation done in Debit Card related Queries and Dehotlist ATM/Debit card
Hot-listing of debit card is done If the card is:
1) Lost
2) Damaged
3) De-magnetised
4) Not working in certain ATM's due to wear and tear
5) Not working in any merchant establishments
6) Misuse of present card and hence hotlist.
7) Surrendered by customer,etc.
Dehotlisting Is done If Card lost and found By the customer Or Retained card returned by Branch to
customer or If Card Initially hot-listed As per customer instructions For certain reasons And Later
Revoked By The customer.
The process for Hotlisting Or Dehotlisting is as follows:
1) Request letter signed by the customer.
2) Lodge fcrm Under LI request For hotlisting ATM Or debit card For hotlisting.
3) Lodge FCRM under LI-Request For Dehotlisting ATM or debit card for Dehotlisting.
Before Dehotlisting the following checks are to be done:
1) Card status in Iview
2) If the card status is lost or stolen Race SR for card activation
3) If the card is in open status that is in active status SR need to be raised.
4) In case the card is enclosed status it cannot be activated. Raise request for Reissue Of debit card
5) Ensure that the card belongs to the account number under which the SR is raised.
6) Card number mentioned in the SR should match with the card number in the account.
7) The name mentioned in SRS matching with the name printed on the card.
8) A short type 2 raised by branches “LI_CARD/PINRELATED_DehotlistingATM/DebitCard-
Branch”
Calculations
Learn on Calculation of Interest, MAB calculation and knowing fees / charges levied by bank
Did you learn on Interest Calculation – Yes

Did you find how the MAB is calculated – Yes
Did you find about various charges levied by Bank – Yes
DWM Notes:
Today BM discussed about customer service parameters.
Notes on how to calculate Interest

For saving account interest is paid on the basis of day end balances.
In case of FD interest is paid on two basis and they are as follows:
1) Traditional: Simple interest calculated and interest payment on monthly or quarterly on maturity
2) Cumulative: Interest calculated on quarterly on compound basis but payment only on maturity
Notes on how to calculate MAB
MAB is calculated as follows:
End of the day balance for all days of month or number of days of the same month is equal to average
balance of the month, that average balance should be maintained according to the variants of accounts
For saving account simple interest is calculated on daily basis by average balance of
MAB*3.5%/365days
Notes on how various charges levied by Bank

1) Sms charges - 18 rs quarterly
2) Account closing charge if it is opened below 6 months.
3) Debit card charges
⚫ Normal Debit card-rs 300 + services tax
⚫ Coral Debit card- rs 500 + services tax
4. Bank statement - rs 100+ services tax
5. Five leaf cheque book -rs 150
6) MAB not maintain charges
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 - Yes
Did you learn on how issue duplicate statement - Yes
Did you learn on various TAT used in handling saving account query – Yes
DWM Notes:
Attended the morning huddle. Observed how request for issue of cheque book, duplicate statements,
internet banking password and debit card pin related queries and handled them.
Notes on what is observed during request for issue of Cheque book, duplicate statements, Internet
Banking Passwords and Debit card PIN related queries.
The process to issue a cheque book is as follows:
1) Customer request: Requisition slip or letter
1) Signature is to be verified.
2) Check number of unused cheque leaves
3) Check is searched if any previous check book lying with branch or Bank
4) Confirm address with customer
5) Check in a CM if cheque allowed is yes or no
6) Check if account is dormant Or inactive or frozen
7) Check if account is in Debit balance
8) Check for any pending request, a fresh request Can be accepted only after 9 days from the date of
previous request.
The process for issuing duplicate statement is as follows:
1) Customer request: Written request can be accepted at base and non-base branch.
2) Verify signature: Ensure statement is given only to account holder or to representative Based on
authorization letter.
3) Generate statement
4) Enter account number and period of statement.
5) Collect the applicable charges.
The procedure for issuing internet banking password is as follows:
Verify banking request from the customer
Verify the signature with I Core, in case of minor discrepancy, photo ID proof of the customer is
obtained.
Check the user ID for the customer in FCRM
Enter BDTM option in I Core, then process the request for password
The procedure for issuing debit card pin is as follows:
Request cum confirmation form has to be collected from the customer.
Customers photo identity and customer signature has to be checked
The list of photo id's is given In the request cum confirmation form.
Check whether the customers primary account in I core is active or not.
Two branch official of grade SO and above has to login in to the software for permitting access to the
EDC machine for changing the pin
Ask the customer to swipe the ATM or debit card on the EDC terminal and key in a new pin Customer
can immediately use the card for any transaction after pin change
Confirmation of pin change is taken from the customer and filled with the copy of the document
obtained for proof of Identity
One more easy way to do so With the help of I mobile
Notes on various TAT informed to customer
TAT for issuance of cheque book is 7days
TAT for issuance of duplicate statement is over the counter
TAT for issuance of internet banking password is 7 days
TAT for issuance of debit card pin is instant
Accounts servicing request
DWM Notes:
Today BM discused achievement of last day achievement . Account- opening target
Notes on various accounts servicing request
Hotlisting/De-hotlisting of ATM/Debit Card.
Unfreezing of account.
Account portability.
Status code and upgrade of account.
Duplicate statement.
Reissue of internet banking and password
Account linking request (physical form)
Nominee addition, deletion, modification.
Dormant Account activation.
Mobile number, address, PAN number updation
Re-issuing & additional cheque book process
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 – Yes
DWM Notes:
Today each staff members were assigned with list of customers to achieve the target.
Observed the various deliverables in saving account.
Notes on Routing RTGS transaction

RTGS: Real Time Gross Settlement. We can transfer funds instantly. We have to carry out the RTGS
in I-core using HRTGS menu option.
Minimum amount we can transfer through RTGS is Rs.2 lakh. No limit for process of RTGS in mega
branches. All other branches can process up to Rs.25 lakh.
To transfer 25lacs a scanned copy of instruction slip is sent to RCT using Omni docs, FCRM, Staff
ware.
For transaction above 5laccs in non-base branch the customer should get the approval from BM of the
non-base branch and also the BM of the base branch. Timing for RTGS in weekdays 9.00am to 3.30pm
and in Saturday 9.00am to 11.30am.
Notes on Issuance of balance certificate
Balance certificate: Balance certificate includes format stating total amount i.e. balance available in
customers account for that specific day.
It is taken for passport or visa and also guarantee for loan etc. for issue Balance certificate we have to
collect request letter & ID proof from customer.
Notes on deliverables in saving account
Deliverables: There are various types of deliverables in savings account like I-Kit, debit card & PIN,
Internet Login and password, credit card, travel card, cheque book ,etc.
Everyday around 7-10 RTGS transactions are done in a branch.
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 – Yes
Did you observe the account closure process – Yes
DWM Notes:
Observed and learned the process for mobile number change, address change.
Customer calling for Re-kyc.
Notes on nomination related queries

Form DA-1 is used if the customer likes to have same nomination for all accounts opened under a
customer id.
Form DA-2 for cancellation of nomination.
Form DA-3 for cancellation of the existing nominee and addition of a new nominee is obtained along
with the customer id number, if the customer likes to change the nominee for all deposits.
We have to ensure name, address, relationship of the nominee is to be mentioned on the nomination
form.
In a joint account, all the joint account holders to sign the nomination form Check whether the
nomination is at Cust id level or Account level, if not specified treat as account level. In I-Core use
ACM for Account level modification, Use CUMM for Cust Id level modification.
Notes on Closing of saving account

For account closure we have collect request form in standard format from customer.
We have to check Address details – for delivery of account closure proceeds, Lien, freeze, Debit
balance or Zero balance, Dormancy, outstanding Cheque purchase.
We have to Request the customer to fund if the account is in debit balance, Obtain BM/BOM
authorization for removing freeze/lien. In case lien/freeze cannot be lifted, request for account closure
is not accepted.
Do not process account closure request having outstanding cheque purchase entries.
Collect and destroy the debit card and cheque book physically and in I Core.
In Base branch, Account Closure request is done in “KWIKCLOS” option, In non base branch the
request is forwarded to RPC/CPC, Lodge FCRM under “LI_Request for Account Closure”. Send the
scanned request to RPC. For Branches where FCRM is not accessable physical request is sent to RPC
with BM/BOM approval.
Give acknowledgement to the customer after recording.
10. Week 6
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 – Yes
DWM Notes:
BM sir discussed about instabanking, focused on the targets for the given month and
asked for Gold Loans specially.
Notes on observation at current account desk

Current account:- variant Activation of inactive/dormant account, Change in
customer name or title of document, Change in MOP/signature, addition, deletion and
modification. Change of address, Closure of account, Nomination updation, PAN
updation, Transfer of account.
Note on learning in change in Customer Name or Title of the account
To change a customer name or title of account the document needed are request letter,
Gazette notification, marriage certificate (in case change of name due to
marriage). Partnership a/c can’t change the title of the account but they can change
partner name by by producing fresh partnership deed. Request letter is accepted only
on the letterhead for firm, companies, trust. Request letter should be checked by CSM
whether the furnished data in letter is matching with the bank records.
Notes on learning in change in MOP/Signature Addition, Deletion & Modification
For individual and Sole proprietor, the deletion of signature is not possible. For HUF,
signature change can be processed only in case of death of karta. For partnership, all
partners signature is must. New MOP is mentioned in the request letter & board
resolution.
1. Change of Address
2. Change of Variant
Did you learn on address change in current account – Yes
DWM Notes:
BM Queries of current account customer and focused on Lobby Management.

Activation of inactive/dormant account. Change in customer name or title of document.
Change in MOP/signature, addition, deletion and modification. Change of address.
Closure of account. Nomination updation. PAN updation. Transfer of account.
Visual aid to reduce service request.
Note on learning in Change of Address

We have to collect Request letter and self-attested address proof as per KYC
guidelines from customer. It is verified with the original. Request letter should be on
the customer letter head. Check whether the change is for permanent address or
communication address. Date of letter should not be more than 3 months. Data
provided in the letter should be match with I-core like signature, a/c no., a/c holder
name. TAT is 2days.
Notes on learning in Change of Variant
Request letter in the letter head signed by the solo proprietor/partner/ authorized
Signatories as per MOP in case of partnership firm, private or public limited
companies Request letter should signed by karta for HUF a/c. Verify the name and
a/c number on the request letter with SR is raised and TAT is 1day.
1. PAN updation
2. Closure of Current Account
Did you learn on how to close current account – Yes
Did you learn on how to update Pan in current account – Yes
DWM Notes:
We discussed about when to destroy debit cards and when to keep the debit cards after
the expiry of time span of 21 days and the reversal of account charges. Also discussed
on TASC account and how it is helpful for business.
Customer inquired about how to use internet banking. Customer enquired about for
PAN updation. CSM explained PAN updation done over counter.
Note on learning in updation of PAN

To update a PAN card, customer should fill the PAN updation form. CSM has to
check name, a/c no, signature of customer. PAN details should be checked in NSDL
site. In case of any discrepancies, same needs to communicated to customer for
rectification. Maker and checker procedure is followed to update the PAN no in the
account.
Notes on learning in Closure of Account

To close an account gets a request letter signed by the authorities. Verify the name, a/c
no, signature in the finacle. It is mandatory to check whether any lien, freeze, debit
balance in the account or not. If closed in the debit balance, waiver off should be
taken and IAS mentioned in the FCRM. Request should be closed within 3 days
Account statement for Customer along with draft.
Queries handed at current account desk
DWM Notes:
Attended morning huddle meeting and RH was there to address us.

Normally, no special desk for CA in our branch. Most of the current account
customers visit the branch to raise a request for fund transfer, cheque collection and
statement. Other than that they visit the desk to get their yearly statement for IT
return. To clarify their doubt regarding cash transaction in the non-base branch and to
apply for the corporate internet corporate internet banking. For closure of their
account. To upgrade their profile for more cash transaction in the non-base branch.
Request for NEFT& RTGS. Current account customer open current account mainly for
business purposes. Because there is no limit of transaction. Bank also offer a
corporate login Application though EASY PAY. Customer take benefit of the transfer
without any charges to the NEFT & RTGS to another bank account.
Details of fixed deposit
Observe following
1. FD Account Closure & Renewal

2. Loan /OD against Fixed Deposits
Did you learn about FD Account Closure – Yes
Did you learn about OD against FD – Yes
DWM Notes:
Attended morning Huddle Meeting.
Notes on observation for FD Account Closure & Renewal

For maturity closure, we have to collect duly discharged FDR/MOD, Mode of payment
to be specified by the applicant in case of any change from the repayment mode
specified at the time of account opening.
Notes on observation for FD Renewal

We have to collect duly discharged FDR or MOD/Request Letter in case of FD issued
on non secured stationary. Instructions for Renewal & disposal of proceeds (if any) to
be specified viz. Renewal of Maturity amount or Renewal of Principal only & payment
of interest.
Notes on observation for Loan / OD against Fixed Deposits

90% of value of fixed deposit can be given as loan, Interest Rate 2% rate above
maximum rate of FD(s) given, in case of Senior Citizen 1%above rate of interest of
FD, in case of borrower being other than depositor, rate of interest is 2% over deposit
rate or PLR, whichever is higher Tenure Not exceeding earliest date of maturity from all
fixed deposits.
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 – Yes
Did you learn about form 15 H / G – Yes
DWM Notes:
BM and DBM focused on achieving the CASA target and LI target. Observation
related to TDS and Form 15G/H.
Notes on Product Features & Benefits of FD

ICICI Bank Fixed Deposits for a minimum deposit of Rs 10,000 for General customers
and Rs 2,000 for Fixed Deposits for Minors. Nomination facility available for fixed
deposits, there can be only one Nominee for a deposit account whether held singly or
jointly.
Choices of two investment plans are:
TRADITIONAL FD: Interest payable monthly or quarterly as per customer convenience
Maturity period ranges from 7 days to 10 years.
CUMULATIVE FD: Interest is compounded quarterly and reinvested with principal
amount, Maturity period ranges from 6 months to 10 years.
Notes on observation in Tax Deducted at Source (TDS)
Deducted under Section 194 A of IT act for Resident Indians & Section 195 of IT act
for Deposits held by Non Residents. Maximum amount of interest payable per
financial year for which no TDS is done RS 10000. TDS is applicable on accrual of
Basis.
Notes on learning about Submission of certificate u/s 197/Form15G/Form15 H
All customers other than Firm, Company and Cooperative Society & Non Residents
are eligible for submitting Form 15 H/15 G. TDS provisions are considered only in the
hands of first holder of Deposit account. Exemption from TDS is Self Declaration to
be submitted in Form 15 G/Form 15 H. Form 15 H- To be submitted by Senior
Citizens, No limit of interest paid/payable. Can be submitted by all Senior Citizens
irrespective of the amount of Tax payable/paid. Form 15 G- To be submitted by all
eligible categories except Senior Citizens, if interest paid/payable is expected to be
more than the minimum amount chargeable for tax for the relevant financial year,
then cannot be submitted.
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
Notes on Inward clearing
Notes on Outward clearing
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
Did you learn about Standalone branches clearing -– Y / N
Week 7 - Day 2 – Clearing desk and Products @ Branch
DWM Notes:
Notes on Stand alone Branch Clearing
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
DWM Notes:
Notes on Observation Products learn – Life Insurance
Notes on Observation Products learn – Mutual Fund
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
DWM Notes:
Notes on Observation Products learn – Gold
Notes on Observation Products learn – Government Bonds.
Notes on Observation Products learn – PPF Account.
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
DWM Notes:
Notes on observation done for Auto Loan
Note on Observation done for Personal Loan
Note on Observation done for Credit Card
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
DWM Notes:
Notes on observation on Home Loan
Note on Observation on Loan against Shares
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
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:
Notes on Catchment Mapping
Notes on observations done on visit to PB client
12.2 Week 8 – Day 2 – Field Visits – Customer Visits
Visit HNI customers with seniors
Did you visit HNI clients – Y / N
DWM Notes:
Notes on visit to HNI clients
Visit to Current Account Clients with BSM / BM
Did you visit current account clients – Y / N
DWM Notes:
Notes on visit to Current Account Clients with seniors
Visit to Corporate Salary Clients with SM / BM if applicable.
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:
Notes on visit to Corporate Salary Clients with seniors
Note on time spend with VB
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:
Notes on day spend with mentor
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:
Notes on day spend with mentor

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Probationary Officers’ Program

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

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

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

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

7.1 WEEK 3 – DAY 1 – BASIC DESK @ BRANCH .................................................................................................. 32

8.1 WEEK 4 – DAY 1 – FUND TRANSFER / REMITTANCE DESK @ BRANCH ........................................................... 43

9.1 WEEK 5 – DAY 1 – QUERY HANDLING DESK @ BRANCHES ........................................................................... 51

10.1 WEEK 6 – DAY 1 – QUERY HANDLING DESK @ BRANCHES ......................................................................... 60

11. WEEK 7 ............................................................................................................................................ 67

11.1 WEEK 7 – DAY 1 – CLEARING DESK AND PRODUCTS @ BRANCH................................................................. 67

12.1 WEEK 8 – DAY 1 – FIELD VISITS – CUSTOMER VISIT ................................................................................... 75

Wish you all the very best!

The objective of the internship book is as stated below:

How this book is to be used

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

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

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

➢ Interns should seek and obtain regular feedback from RAs.

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

A) Company/Corporate SIM Card

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

Duration Days Business Overview

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

Did you observe Deposits, Assets and Liability in Branch: Yes

Week 1 – Day 1 - Branch Overview

GL Figures: 58.88 Cr.

• Participate in the DWM and capture the Notes

• Seek clarifications from the Branch Manager

Week 1 - Day 2 – Branch Overview

Observations on Roles at the Branch and its deliverables:

VB: He solves customers query, pitch the product etc.

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

DQM and Lobby Management

• Participate in the DWM and capture the Notes

Did you go through security aspects of entire branch: Yes

Week 1- Day 3 – Branch Overview

Notes on Lobby Management:

Overview of Systems at the Branch

(a) Infrastructure & Equipments

• See the different types of infrastructure available in the branch

(b) Software applications at branches

Did you observe the applications used in branch – Yes

Week 1 - Day 4 – Branch Overview

List of systems being used at the branch

(a) Understanding the GL of branch

Jot down the key features of your branch:

• Go through the entire branch book and jot down

(b) Branch Performance Parameters

• Balance Score Card of the branch

(c) Customer Service Measures

• Understand the processing of transactions at each desk

Week 1- Day 5 – Branch Overview