Probationary Officers’ Program

Workbook for
Branch Internship – Batch 52
Table of Contents Page No.

1. INTRODUCTION ……………………………………………………………………..
…………………3

2. OBJECTIVE …………………………………………………………………..……….
…………………4

3. GENERAL GUIDELINES FOR THE INTERN POS

……………………………………….5

4. SCHEDULE ……………………………………………………………………………….
…………..…. 6

5. DETAILS OF WEEKLY RECORDINGS

……………………………………………………… 8

PO Internship Workbook I
Introduction

Dear PO Intern,

You have successfully completed the first phase of the PO 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 7 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/Reporting Authority of the branch assigned to you will be your guide and mentor through
these 7 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!

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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
 Familiarize and drive various initiatives of the bank such as InstaBIZ offering innovative solutions for
our customers

How this book is to be used

 Follow each and every week 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/RA/IMA Mentor 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
 Customer solutioning through initiatives such as InstaBIZ
 Understanding of the branch reports

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.

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 Interns are to be in formal attire during the Internship.

 Interns to carry a photo ID card along with mail received from IMA on Internship posting.

 Interns should reach the Branch on time every day and must regularly sign in/out from the system
through their BAN ID. It would also 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. The PO
should capture his learnings / observations without any backlog and submit the recordings on weekly
basis.

 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. Unauthorized absence would be viewed very
seriously and liable to be terminated from the program.

 Absence would be permitted only in case of emergency, which would be on Loss of Pay.

 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

PO Internship Workbook I
Week-wise Schedule

Term II - Internship at Bank (Two months)

Insta Bizz campaign, as allocated by Bank will be the focus during the second month.
Sl.No
Duration Business Overview
.
Business Overview - Meeting with the RH and assigning the Mentor (Should
1.1
be BM), Lead to Win- Ongoing Assessment
Reporting at the Assigned Branch Understanding Roles Responsibility &
1.2 Activity-BM/DBM/PB/VB/BSM/SO. (Observations to be noted in E-book) -
From the BM
Understanding Infrastructure /Equipment/system/software application
1.3 relevant for branch
Understanding SMR of branch
1.4 Understanding the Catchment - (Mentored by BM)
Introduction to various registers at branch e.g. inward/outward/cash
1.5
register/deliverables etc and concept of Five S
1.6 Lobby Management
Basic desk @ branch
VB Shadowing (Joint Calls for understanding Product Pitch, Opening and
1.7
Closure of Sales Pitch and facing Rejection)
1.8 A/C Opening complete Process and KYC
1.9 Saving Account and its Variants
Week 1 1.10 Account Opening Process and documentation - SA
PB/ BM (In RIBG) Shadowing - Joint Calls for understanding Product Pitch,
1.11
Opening and Closure of Sales Pitch and facing Rejection.
Fund transfer / Remittance Desk @ Branch
VB Shadowing (Joint Calls for understanding Product Pitch, Opening and
2.1
Closure of Sales Pitch and facing Rejection)
2.2 Current Account and its Variants
2.3 Account Opening Process and documentation - CA
2.4 Cash Desk and ICMC
2.5 Issue of Draft, PO revalidation / cancellation
2.6 Fund Transfer, RTGS & NEFT, Transfer Cheque
Query desk @ branches
VB Shadowing (Joint Calls for understanding Product Pitch, Opening and
2.7
Closure of SalesPitch and facing Rejection)
2.8 Saving Account Queries
2.9 Saving Account Queries
2.10 Current Account Queries
2.11 Fixed Deposit Queries
Insta @ Sales Pitch
Week 2 PB/ BM (In RIBG) Shadowing - Joint Calls for understanding Product Pitch,
3.1
Opening and Closure of Sales Pitch and facing Rejection.

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 Basic understanding of Asset Product Sales Pitch (HL, PL, Auto, OD, Credit
3.2
Cards)
Insta Data Calling (With help from BM and Review the conversion at the end
3.3
of the day), Re-KYC and Digital Activation
PB/ BM (In RIBG) Shadowing - Joint Calls for understanding Product Pitch,
3.4
Opening and Closure of Sales Pitch and facing Rejection.
Insta Data Calling (With help from BM and Review the conversion at the end
3.5
of the day), Re-KYC and Digital Activation
Insta Data Calling (With help from BM and Review the conversion at the end
3.6
of the day), Re-KYC and Digital Activation
3.7 Lead to Win Visits with Mentor/Buddy
3.8 Lead to Win Visits with Mentor/Buddy
3.9 Learning Review with Regional Head for Feedback
PB/ BM (In RIBG) Shadowing - Joint Calls for understanding Product Pitch,
4.1
Opening and Closure of Sales Pitch and facing Rejection.
4.2 Third Party Products – features, benefits, sales pitch
IPRU Staff or MF Staff (In RIBG) Shadowing - Joint Calls for understanding
4.3
Product Pitch, Opening and Closure of Sales Pitch and facing Rejection.
Week 3 4.4 Understanding Compliance and branch health with DBM
Visit to HNI/Value account customers along with SM/BM, if applicable or
4.5
spend time with VB while is interacting with customers
4.6 Understanding Revenue Grid and Branch Profitability Contribution by Intern
4.7 Review of the Project with RH
4.8 Spend time with the mentor and closure of Learning Stint
Week : 4, 5,
Project : Insta Bizz campaign – As advised by Bank
6&7

Name : ……Jyoti………Reg. No.…21125580444.……Section: .…52D.

Name of branch : ……ICICI BANK Burari Branch…Delhi………Sol Id : ……4014……

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Name of the Reporting Authority : ………Vinit Kumar Tiwari………………

Week 1 : Schedule of Learning

Broad Areas to be covered during the week :

Business Overview - Meeting with the RH and assigning the Mentor (Should be BM),
1.1
Lead to Win- Ongoing Assessment
Reporting at the Assigned Branch Understanding Roles Responsibility &
1.2
Activity-BM/DBM/PB/VB/BSM/SO. (Observations to be noted in E-book) - From the BM
Understanding Infrastructure /Equipment/system/software application relevant for
1.3 branch
Understanding SMR of branch
1.4 Understanding the Catchment - (Mentored by BM)
Introduction to various registers at branch e.g. inward/outward/cash
1.5
register/deliverables etc and concept of Five S
1.6 Lobby Management
Basic desk @ branch
VB Shadowing (Joint Calls for understanding Product Pitch, Opening and Closure of
1.7
Sales Pitch and facing Rejection)
1.8 A/C Opening complete Process and KYC
1.9 Saving Account and its Variants
1.10 Account Opening Process and documentation - SA
PB/ BM (In RIBG) Shadowing - Joint Calls for understanding Product Pitch, Opening and
1.11
Closure of Sales Pitch and facing Rejection.

Week 1 -Page 2 : Schedule of Learning and Progress

Schedule of Learning – Broad Areas to be covered during the week :

Fund transfer / Remittance Desk @ Branch

VB Shadowing (Joint Calls for understanding Product Pitch, Opening and Closure of
2.1
Sales Pitch and facing Rejection)

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 2.2 Current Account and its Variants
2.3 Account Opening Process and documentation - CA
2.4 Cash Desk and ICMC
2.5 Issue of Draft, PO revalidation / cancellation
2.6 Fund Transfer, RTGS & NEFT, Transfer Cheque
Query desk @ branches
VB Shadowing (Joint Calls for understanding Product Pitch, Opening and Closure of
2.7
Sales Pitch and facing Rejection)
2.8 Saving Account Queries
2.9 Saving Account Queries
2.10 Current Account Queries
2.11 Fixed Deposit Queries

Brief Report on the above (Use Additional pages as required)

On the first day I reached branch at 8:45 then BM sir and DBM sir came and I saw the
branch opening process. After that I introduce myself to BM sir and all colleagues of the
branch. On the first day I saw the cash opening in the branch .I handle cash counter with
our teller ma’am And learn how to deal with the customer, what are the features of the
cheque, process of scrutiny ,how to entry in the finacle, how to make packets and bundles,
how to use cash sorting machine. Then I handle lobby management of the branch and also
listen the phone calling conversation with the our branch employees and customer. On the
next day I handle lobby management, I saw the whole process of gold loan ( including
testing of gold under cctv surveillance) and with documentation, I also observed the cold call
and sales pitch of life insurance , credit card, gold loan, business loan , mutual funds . On
the next day in the morning I attended huddle meeting in which BM Sir ask about previous
day performance of each employees , and talk about CASA target and goals of the branch. I
learn how to open account in tab of current account users(smart from CA live) and saving
account users in ( I capture next). I also understood the KYC procedure and documentation
in both accounts. BM sir tell me about the catchment area of the Burari branch . In Burari
branch mostly are current account users, industries, and business loan , merchant customer
account. BM sir gave me the whole file of senior management report for the understanding.
I also learn the roles and responsibilities Of all the employees. In the branch SO ( sales
officer) handle the CASA account opening work. VB ( value banker ) handle the operational
work as well as their sales target and PB (privilege banker) handle mostly sales of different
product in the branch. DBM sir handle all the complaints, operational work, and also
manage all the employee. BM sir is the team head of the branch he approves all transactions
and direct all the employees towards their achievements of goals or targets. And I also learn
about five S ( sort, set in order, shine, standarize, sustain). I also handle many queries of the
customer related to FD, saving account, current account like mobile number, DOB , name
change , interest rate, charges, minimum withdrawal , maximum deposit, free services,
email id change, MAB etc. I also learn how to use sales CRM , I view, I gold. On Friday I
saw all register in the branch and also learn how to handle cheque book, debit card, credit
card etc. I help many customers in RTGS, NEFT, procedure , cheque box handling , ICMC
clearing process and software for this which is ISCM and TAT of every SR in the branch. I
also learn the current account variant and merchant account features and offers. Today in

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 the morning I attended huddle meeting in which BM Sir told about FD card contest which is
on 18 September and 20 September and talk about goal in different product line and their
advantages. After That I handle many queries of the customer regarding DD, NEFT, RTGS
etc. I activated my Ban I’d And visit ICICI universe and raise one SR for not able to sign in
E-MUSTER. It was a very helpful and knowledgeable experience for me as a commerce
and IMA student.

Feedback by RA : He said that you are doing well. Performance in branch is

satisfactory. Learning is a continuous process. Learn as much as possible by
observing and practicing. Banking is wide sector, you need to gather knowledge
of each and every aspect and vertical, maximize your knowledge, interact more
with customers, so that you will learn how to handle the query of different kinds
of customers. Learn the process, procedure, software which are used in the
branch. It is the beginning of your career so be optimistic, hardworking and
enthusiastic person.

Week 2 : Schedule of Learning and Progress

Schedule of Learning – Broad Areas to be covered during the week :

Insta @ Sales Pitch

PB/ BM (In RIBG) Shadowing - Joint Calls for understanding Product Pitch, Opening
3.1
and Closure of Sales Pitch and facing Rejection.
3.2 Basic understanding of Asset Product Sales Pitch (HL, PL, Auto, OD, Credit Cards)
Insta Data Calling (With help from BM and Review the conversion at the end of the
3.3
day), Re-KYC and Digital Activation
PB/ BM (In RIBG) Shadowing - Joint Calls for understanding Product Pitch, Opening
3.4
and Closure of Sales Pitch and facing Rejection.
Insta Data Calling (With help from BM and Review the conversion at the end of the
3.5
day), Re-KYC and Digital Activation
Insta Data Calling (With help from BM and Review the conversion at the end of the
3.6
day), Re-KYC and Digital Activation
3.7 Lead to Win Visits with Mentor/Buddy
3.8 Lead to Win Visits with Mentor/Buddy
3.9 Learning Review with Regional Head for Feedback

PO Internship Workbook I
 Brief Report on the above (Use Additional pages as required)

On the first day of this week, I attended huddle

meeting in which BM sir told everyone about FD
card contest and he said that only ten days are
remaining in half yearly and month end closing so
everyone focus on targets and increase business
for the branch. Increase CASA , FD , assets
product for the branch. Focus on customer, take
feedback and focus on portfolio. Treat every
customer very well and talk about their needs so
we pitch right product as per their requirement.
Then I handled many customers and solved their
queries about DD amount , DD charges etc. One
customer was angry on me because his problem
was not solved before. I handled him with
patience and finally convinced him that we will
deliver the best possible services to him. After that
I learn how to raise LAM and I drop a LAM for I
view access.
Next day I attended huddle meeting in which BM
sir again encourages all employees. Then I login
my BAN id and learn how to use I view and its use
and Features and benefits. Also DBM sir gave me
list of customers whose instabiz was not activated.
I also learn how to handle deliverables registers ,
how to issue debit cards , credit Card. How to
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 tally deliverables with physical deliverables. I also
search so many mobile numbers in I view. I also
learn how to use sales CRM and how to add new
lead. Sales CRM features and their benefits. I also
learn how to made entry of gold loan in I gold .
Next day I attended huddle meeting then I handle
customers because in branch is so many
customers. Then I study about instabiz activation,
their features in icici universe. I also learn about
ETRG department and trade finance their
responsibility and their works. I learn one saving
account opening process. I also study Re kyc
procedure. On Thursday I learn about PL, HL
enquiry and their sales pitch. Daily I listen each
and everyone conversation and their way of
handling queries and sales pitch attitude. I learn
about trust account queries. I help one customer
in pin generation , One customer about transfer
Of branch with the help of I mobile app. Today I
learn how to update mobile number in the system.
How to raise SR for unlock of ID and SR of
expression debit card.

Feedback by RA : Excellent and dedicated to their learning.

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 Week 3 : Schedule of Learning

Schedule of Learning – Broad Areas to be covered during the week :

PB/ BM (In RIBG) Shadowing - Joint Calls for understanding Product Pitch, Opening
4.1
and Closure of Sales Pitch and facing Rejection.
4.2 Third Party Products – features, benefits, sales pitch
IPRU Staff or MF Staff (In RIBG) Shadowing - Joint Calls for understanding Product
4.3
Pitch, Opening and Closure of Sales Pitch and facing Rejection.
4.4 Understanding Compliance and branch health with DBM
Visit to HNI/Value account customers along with SM/BM, if applicable or spend time
4.5
with VB while is interacting with customers
4.6 Understanding Revenue Grid and Branch Profitability Contribution by Intern
4.7 Review of the Project with RH
4.8 Spend time with the mentor and closure of Learning Stint

Brief Report on the above (Use Additional pages as required)

I this week I saw the Revenue grid I which I learn the revenue earned by the
branch from different products. I spend time with VB, PB while interacting
with customers for better understanding of sales pitch. I attended instabiz
training for 3 days in which I learn about instabiz . Instabiz is an app come up
by ICICI bank for its current account users. In this app ICICI bank provide
200+ services. We also learn about features , benefits of instabiz app. How to
login in instabiz. Three ways of login instabiz is 1. Fingerprint 2. CIB id 3. M
PIN . We compare the existing and previous features of instabiz app. How to
talk and pitch customer about instabiz QR code, POS machine, manage your
business, etc. We learn about three types of QR code, different types of POS
machine and their charges. To whom we pitch QR code and POS machine. We
know about this project their importance and our targets in this project. I
learn about ETRG , trade and swift. I listen conversation of ETRG ma’am
with HNI client. I also listen cold calls of ETRG ma’am . I handle many
customers in lobby management. I helped one customer in transferring of
branch through I mobile . I help one customer in depositing of cash with cash
deposit machine.

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Feedback by RA : Keep learning and dedicated to their work.

Week 4 : Schedule of Learning and Progress under InstaBIZ Activation

Progress under InstaBIZ Activation during the week :

Sl.No. Details No.

1 CRM Lead IDs allotted (Total) 15

2 InstaBIZ activated during the week 0

3 Contacted but needs Follow up 4

4 Contacted but not Interested 5

List of Accounts for which InstaBIZ Activated during the week :

I Received data on Friday from BM sir. I called 15 customers in which 4

customer needs follow up. 5 customers are not interested at all and rest
customer didn’t received, incoming is not available, and switch off.

Feedback by RA : BM sir is not available in branch. I will take feedback on Monday

and update in next week workbook.

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 Week 5 : Schedule of Learning and Progress under InstaBIZ Activation

Progress under InstaBIZ Activation during the week :

Sl.No. Details No.

1 CRM Lead IDs allotted (Total) 832
2 InstaBIZ activated during the week 5
3 Contacted but needs Follow up 10
4 Contacted but not Interested 100

List of Accounts for which InstaBIZ Activated during the week :

008705009439 :-. VARUN ARYA AND SONS HUF

008705007129. :-ARTH MANTRA ADVISORY PRIVATE LIMITED
028805006047 :- BABLOO KUMAR
036705003856 :- RK OVERSEAS
008705009642. :-. GLOBAL ENTERPRISES

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Feedback by RA :doing well keep it up.

Week 6 : Schedule of Learning and Progress under InstaBIZ Activation

Progress under InstaBIZ Activation during the week :

Sl.No. Details No.

1 CRM Lead IDs allotted (Total) 832

2 InstaBIZ activated during the week 14

3 Contacted but needs Follow up 15
4 Contacted but not Interested 150

List of Accounts for which InstaBIZ Activated during the week :

GPS FIRE & SAFETY COMPANY :- 071305002113

SILVER CREATION :- 071705500135
GANESH BHATTA :- 082805501186
TDR ENTERPRISES :- 084205002379
AARUSH POLYMERS :- 092905001018
PREET KUMAR :- 112505002710
COMPANY SHOE COMPONENTS:-112505002845
AVS PHARMA & SURGICO. :- 113005000110
SANSARIK :- 164205000401
MANNAT IT SOLUTION. :-. 182105500371
SARAOGI SUPER SALES PVT LTD- PATNA:- 235405000652
THE VINCENT :- 252205500263
JAISONS PLYWOODS. :-. 252605000365
ZAHID ANSARY ELECTRONICS STORE:- 070705002626

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Feedback by RA : Excellent job

Week 7 : Schedule of Learning and Progress under InstaBIZ Activation

Progress under InstaBIZ Activation during the week :

Sl.No. Details No.

1 CRM Lead IDs allotted (Total) 832

2 InstaBIZ activated during the week 15

3 Contacted but needs Follow up 30
4 Contacted but not Interested 300

List of Accounts for which InstaBIZ Activated during the week :

H R FISH AGENCY :- 091405004115

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DEVENDER SINGH :- 035805000260
SPS ENTERPRISES :- 038605500307
THE ZEN JEWEL. :-. 114005500028
SR ENTERPRISES :- 005705023259
GANESH HARDWARE STORES. :-. 005105500113
KOTHIYA DHAVAL. :-. 138305001826
GODHANI BUILDERS RERA RETENTION ACCOUNT. :-. 138205000303
DK ELECTRO MECH CORPORATION. :- 118805001556
DK ELECTRO MECH CORPORATION. :- 118805001557
RAVI DNA DIAGNOSTIC AND RESEARCH CENTRE. :-. 118805001051
SHIV SHAKTI METAL CORPORATION. :-. 118805001266
PARAS INFRA :- 118805000824
STONE TRADING EXPORT PRIVATE LIMITED :- 118805500687
HRL CARGO :- 118805001510

Cumulative achievement under Insta BIZ during Internship from Week 1 to Week 8 :

Sl.No Details Number

1 CRM Lead IDs allotted (Total) 832
2 InstaBIZ activated 39
Feedback by RA :Very dedicated and excellent job best for the future keep doing it
and progress always all the best.

PO Internship Workbook I