DD-Digital Products

2024-25
Digital Products
Updated:
13th September 2023
Index
Chapter No Content Page No
Chapter-1 Digital Banking Initiatives: RBI & NPCI 2
Chapter-2 Digital Banking Products of Union Bank of India 4
Responsible use of Social Media (Corporate
Chapter-3 communication) 49
Classification: Internal
1
CHAPTER-1
Digital Banking Initiatives: RBI & NPCI
Digital Banking:
Digital Banking is providing the banking facilities online, like cash deposit,
withdrawal, fund transfer, updating of passbook etc., that historically were only
available to customers when physically inside a bank branch.
Need for Digital Banking:

With the introduction of Digital Banking, Bank will be benefited with the following:
▪ Customer Acquisition at low cost: Digital channels provide banks with a
unique opportunity to deliver highly customized propositions and services to
their potential and existing customers at relatively lower costs.
▪ Digital is individual and intimate: Digital channels provide access to larger
public social platforms; the inherent nature of the platform makes
communications through these channels individual and intimate.
▪ Data Opportunity: Digital brings with it the unique opportunity to capture
enormous volumes of data in a faster and efficient manner. Analytics and data
mining on these information assets are expected to enable banks to design
and provide solutions as per individual needs.
▪ Brand Loyalty: To avoid the probable shift of customers towards wallets and
proposed payments banks, the similar facilities need to be introduced at our
end to keep the customers associated and loyal to the Brand.
Real Time Solutions: Digital channels have the ability to provide real-time solutions
to customers. Banks have been able to considerably simplify their internal processes,
mobile apps and digital back-end set-ups.
Initiatives of RBI:
Reserve Bank of India has the separate Department of Payment & Settlement Systems
with a vision to set an environment for hassle free Digital payments and remittance
services by way of permitting and controlling the emerging technologies in Banking.
This guides the Banks, financial service providers, PPIs, etc. to develop the Digital
Products within the set norms.
• RBI has guided NPCI to create an Infrastructure to simplify payment system
• To expand financial services in rural and semi-urban areas, RBI has granted license
to ten small finance banks in principal. Small Finance Banks started operating
which uses Digital Banking for financial inclusion.
• RBI has also granted license to 11 payments banks in principle to provide basic
saving and deposits, payment and remittance services. Payment Banks also started
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providing digital banking facilities to the unbanked customers, which increases
the percentage share of digital banking transactions among the public
Initiatives of NPCI:
National Payment Corporation of India has created a common digital payment
infrastructure, which can be used by all Banks, to include every bank customer to
use the facilities provided by the Banks. This is called as interoperability.
NPCI has developed the following payment infrastructure to suit the customers of all
banks.
• Immediate Payment services (IMPS)

• Unified payment system (UPI)
• BHIM – Bharat Interface for Money
• *99# (for financial inclusion)
• National Automated clearing house (NACH)
• Cheque Truncation system
• Aadhaar Enabled Payment System (AEPS)
• Aadhaar Payment Bridge system (APBS)
• Bharat Bill Payment System (BBPS)
• Rupay Cards
• Bharat QR
• BHIM Aadhaar Pay
• National Electronic Toll Collection (RFID Tags)
• National Common Mobility Card
Initiatives of our Bank:

Our Bank’s superior IT infrastructure resulted in basket of digital products to suit the
needs of every customer. Popular digital banking facilities developed by our Bank
are:
• Vyom with integrated UPI, m-passbook

• Credit Card app
• Internet Banking
• Online Opening of Saving / Loan Accounts
• Cards -Debit Card / Credit Card / Prepaid Card
• Straight through process for loan sanction
• MSME Auto renewal STP up to Rs. 10 Lacs.
• Review Renewal of Retail Loans STP up to Rs. 50 Lacs.
• Digital document execution
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CHAPTER-2
Digital Banking Products of Union Bank of India
Online Savings Account Opening Process:

Using this facility, a prospective customer can apply for SB Account opening
Online.
➢ The prospect willing to open an SB account will visit our Bank's website and click
the link "Apply On-line" and choose "Savings Account".
➢ Customer will his personal information like Name, DOB, Mobile number etc. and
select the branch where he/she wishes to open his/her account.
➢ An authentication code is sent to the given mobile number of the customer.
After authentication, the screen containing address and other details will pop
up.
➢ The customer needs to feed his/her communication/permanent address details,
income details, Nominee details, KYC document details.
➢ After submission, a screen will pop up showing a unique reference number, the
selected branch address and with a request to visit the selected branch with
KYC documents and photo.
➢ The reference number is also sent to the mobile number of the customer and
an acknowledgement is also sent by e-mail.
➢ Customer need to visit his/her selected branch and show the reference number
to the branch official.
➢ Branch has to collect completely filled account opening form along with KYC
documents.
➢ Now the branch will log in to Finacle and use menu "OLACOPN" to open the account.
➢ In case the menu "OLACOPN" is run by clerical id, then it will ask for verification
by an officer id. If run by an officer id, it gets verified automatically.
Debit Card
Salient Features of Debit Card

Card Number: It is a 16 digit / 19-digit number linked to customer’s bank
account
Valid Date: It is in mm/yy format. The cards are valid till the last day of the
month. Debit cards are issued for 5 years or 7 years validity
EMV (Euro Mastercard Visa) Chip: Important information regarding the debit
card is stored in chip format. It improves security against fraud as cloning of
such cards are not possible.
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PIN (Personal Identification Number): PIN is a 4-digit numeric password for
use at the ATM and POS. As dispatch of physical PIN has been discontinued
the customer has to generate Green Pin through Union Bank ATM.
CVV Value: - It is the 3-digit number printed on the reverse of the card. As a
security measure Customers are advised to memorize it and obliterate it from
card.
Customer/Account eligible for Debit card
All customers having SB account or Current account in individual name or

joint name with “Self” or "Any one of us" or "either or survivor" or “Former
or survivor” mandate mode for operation of account.
All existing debit card holders for renewal of debit card after its expiry.
Proprietary Current accounts in personal names of Proprietor.
SB/CD accounts of NRIs and add-on cards to Power of Attorney holders of
NRI accounts. Staff OD accounts of all staff members including ex-staff
members.
Account holders under Flexi and MGSA/MGCA (Individual & Proprietorship)
and pensioners.
No frills accounts / Small accounts, Special schemes.
Persons with disabilities including blind persons.
Savings cum CCAGR account holders.
Minor accounts where independent operations are allowed.
Partnership and HUF saving and current accounts.
LLP/Pvt. Limited companies as per board resolution
Illiterate persons opening account under Pradhan Mantri Jan Dhan Yojana
(PMJDY) are eligible to receive PMJDY Rupay debit card
The instructions/guidelines on KYC/AML/CFT applicable to banks, issued

by RBI from time to time must be adhered to in respect of cards issued
including co-branded cards.
Customer/Account not eligible for Debit card

Insolvent persons, firms, companies.
Inactive/Dormant Accounts
Trust accounts, Lon account, Cash-Credit accounts etc.
Public Limited Companies etc.
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Accounts opened in the name of clubs, societies, Government and Quasi-
Government departments.
Illiterate persons, however illiterate persons opening accounts under Pradhan
Mantri Jan Dhan Yojana (PMJDY) are eligible to receive PMJDY Rupay debit
card.
Business Debit card to Current account holder

Business debit cards to Individuals, Proprietorship /Partnership/
HUF/LLP/Pvt. Ltd.
Companies current account holders.
Minimum balance requirements as per the current account scheme of the
bank.
Issuance of Debit Card

DCARD Menu in Finacle is used for entering the request for the card.
Customers with full KYC can apply debit card through online portal and mobile
banking App.
Bank may provide the facility of instant issuance of debit card through Kiosk
machine.
Multiple account access

3 accounts pertaining to schemes SBA, CDA, OD-STF, CCAGR having same customer
ID can be linked to each debit card. However, for PoS and e-commerce transactions
or merchant payments, only primary accounts can be accessed.
Debit Card Variants
Bank is issuing Debit Cards on VISA, MASTER and RuPay networks in different
variant. Presently bank is having 39 different variants of Debit card Annex-III of IC
03944:2022-23.
Contactless Payment
All contactless/Tap & Pay cards can be used for making payments without
entering PIN at NFC enabled PoS up to ₹5,000/- per transaction with maximum
of ₹15,000/- per day.
Maximum number of contactless payments allowed per day is 5.
Debit Card Limit
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It can be fixed in line with business needs, card association requirement and RBI
guidelines. In case of exigencies the card limit can be enhanced temporarily for
PoS/
e-Commerce with prior approval of GM-DBD and the maximum limit enhancement
to be permitted can be ₹3,00,000/- per day. These exigencies are:
Payment of medical expenses
Payment of fees for educational purpose.
Government/statutory payments
Customer going to foreign country.
Personal Accident Insurance Coverage
Debit Cardholders of the bank will be eligible for Personal Accidental

Insurance coverage of eligible amount linked to card variants.
Branch must ensure that the card is blocked as soon as the death of the
account holder is intimated to them.
Nominee / Legal heir(s) of the account can surrender the debit card (If
available) to the branch and apply for the claim under Personal Accident
insurance Cover.
In addition to the above, NPCI is providing additional insurance cover of Rs.2
Lakhs for RuPay Platinum cardholders, Rs.1 lakh for old PMJDY account
holders where the accounts are opened prior to 28.08.2018 and Rs.2 lakhs for
new PMJDY account holders where accounts are opened after 28.08.2018.
Further, changes and amendments to the insurance policy by NPCI from time
to time will be applicable to these RuPay Debit cardholders. NPCI is providing
additional insurance cover of Rs.10 lakhs for RuPay Select debit card holders.
Schedule Charges
Issuance Fee: Debit cards will be issued free and there is no joining fee
The annual charges are waived in Staff / Retired-Staff / BSBDS/ BSBDA/
CCAGR Accounts with limit less than or equal to Rs.3 lakh and those account
holders who make minimum 40 POS/E-commerce transactions per annum in
previous year. However, Bank can decide and levy charges for issuance of
debit cards in view of cost considerations.
Schedule of Service Charges

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Charges for 1st year of usage NIL
Charges for subsequent year to be Classic - ₹200 + GST
charged annually (AMC) from the Platinum - ₹300 + GST
date of card issuance
Signature, Rupay Select and Business
-
₹400 + GST
Card reissuance upon loss/damage ₹100 + GST
Physical debit card PIN ₹50 + GST
Charges per transaction at other Beyond free transaction,
Bank’s ATM Financial transaction:
₹21 + GST
Non-Financial transaction:
₹8 + GST
All International financial transaction:
₹125 + GST
All international non-financial Tran:
₹35 + GST
Currency conversion charges for 2.50% of transaction amount
International financial transaction
amount
(Above charges are subject to changes from time to time upon approval from the
competent Authority)
Debit card usage transaction charges

ATM Ce Our Bank ATM (Financial Other Bank ATM (Financial +
Transaction) Nonfinancial)
Metro Non-Metro
SB 5 for Classic and Platinum 3 5
card
20 for Signature card
Cumulative free transactions will remain same as above even if Savings Bank
account and Current account or more than one account of customers is linked to
the same Debit card.
Current Accounts
Financial transactions are free in own Bank ATM for Business debit card holders.
No transactions are free in other Bank’s ATM. All transactions are chargeable. The
type of transactions to be considered for usage charges will be based on the
stipulations by Reserve Bank of India from time to time.
Reward Points
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Classic, Gold, Platinum, Debit cards 1 reward point/₹100 spent
Signature Debit card 4 reward point/₹100 spent
1 reward point = ₹0.25, valid for 36 months
*GM Retail Liabilities & Debit cards will be the delegated authority to decide about
reward points.
Hot listing / Blocking of debit card

Card can be blocked through Call Centre or by using SMS, Mobile banking &
Internet banking facility on 24x7 basis.
Control of debit card limit, usage (International or domestic), e-commerce,
ATM, PoS etc. can be done through Mobile Application.
Liability of customers in unauthorized transactions
Zero liability of a customer as per compensation policy issued by the bank. In case
of dispute resolution, any liability/compensation shall be dealt as per the
compensation policy.
Cash at POS
Cash at POS should be allowed only once per debit card per day and minimum
withdrawal should be Rs 100/- and maximum shall be Rs 2000/-
Tokenization
Under Tokenization facility, neither the payment Aggregator (PAs) nor the
merchant can store customer card credentials within their data base.
Credit Card
Call Centre: 1800 425 1515
Phone No. 040-24683219/3210/3220

Credit Cards are issued to:
1. Individuals:
A. Customers
B. Non-Customers
C. Our Staff Members
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2. Corporates
Customer:
PAN is mandatory for issuance of Credit Cards. Multiple cards can be issued
within overall eligible limit against same PAN.
I. To Customers against proof of income:
Individuals whose gross annual income is Rs.1.80 lakhs and above.

Up to 20% of the declared annual income (as per the rating obtained)
The financials of the individual shall be ascertained through latest salary
slips for the last 2 months, Form-16 or income tax returns for the last 2 years
along with computation of income.
II. U-Secure Credit Cards against Lien on Term Deposits:
Limit: 75% of the Term Deposit Minimum deposit Rs.20,000 Min Card limit
Rs.10,000.
Expiry date of the credit card should be prior to that of the Term Deposit.
Minimum leftover period of the deposit shall be One year with auto renewal
facility. No loan on the deposit is allowed
cancellation of card allowed after surrender of the card along with payment
of total dues.
Target Group: Customers not having IT returns, Low CIBIL Score/for
students/persons not filling up age criteria.
Entry Age Minimum - 18 years;
Credit Card limit Minimum: Rs. 10,000/- Maximum: No Upper Limit.
Minimum annual salary / income Not applicable
Limit will be 75% of the Term Deposit or present outstanding balance at the
time of issuance of card whichever is higher, with minimum deposit of
Rs.20,000/- and above.
Minimum left-over period of the deposit shall be One year with auto renewal
facility. No loan on the deposit is allowed and cancellation shall be done
only after surrender of the card along with payment of total dues.
III. Credit Cards to our Customers Availing Loan Facilities:

Bank issues Credit Card with limit of Rs. 0.50 Lakh to existing Home/
Mortgage Loan borrowers with a minimum sanctioned loan amount of
Rs.10.00 Lakh with asset classification of SMA “0” and having adequate
security after meeting the loan component.
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Entry Age Minimum - 18 years; Maximum - 70 years
Credit Card limit Minimum: Rs. 50,000/- Maximum: Rs. 3,00,000/-
Minimum annual salary / income Not applicable
i. After factoring 125% of the security value (as per the latest Engineers
valuation certificate) towards the loan, the value of the balance security
available should cover the card liability and accordingly the card limit should
be assessed.
ii. Issued to existing Home/Mortgage loan borrowers, including NRIs. No limit
enhancement will be considered for these cards.
iii. However, borrowers under the Govt. sponsored schemes are NOT eligible
under this category.
IV. Credit Card to MSME Borrowers:
A portion of assessed fund based working capital limit (not exceeding 20%)
shall be issued in the form of a Credit Card to the MSME customer as per the
guidelines issued by MSME Department of the Bank from time to time.
V. Credit Cards to NRI Customers:
Bank issues Credit Card to NRI's against security of fixed deposit receipts
(Domestic deposits and NRE deposits), duly marking lien on the said deposits
with 25% margin on the deposit amount.
Entry Age Minimum - 18 years; Maximum - 70 years
Credit Card limit Minimum: Rs. 10,000/- Maximum: Rs. No upper limit
In case of Card against Term Deposit, Limit will be 75% of the Term Deposit
or present outstanding balance including accrued interest at the time of
issuance of the card. Minimum left-over period of the Term Deposit shall be
One year.
Credit Card to NRI’s will be issued only to the primary account holder of the
Term Deposit. In case the deposit is jointly held, Credit Card can be issued,
after taking signatures of all the joint holders on the Credit Card application.
Add-on cards also can be issued to the joint Term Deposit holders as per
their request on the Credit Card application.
VI. Credit Cards to Employees of PSU/State Government/other Govt.
Institutions:
Bank issues Credit Card to employees of PSU/State Government/other Govt.
Institutions as per the following criteria:
Salary of the employee should be credited in the salary account maintained
with our Bank. Cards to be issued to those employees where salary is being
credited in the branches for more than 3 months and above. Auto debit to
salary account is mandatory.
The CIBIL score should not be less than 650.
VII. Credit Cards based on average balance in SB Accounts:
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Savings Bank account holders of our Bank who are maintaining an average minimum
balance of Rs.50,000/- and above for the last 12 months are eligible for availing
Credit Cards.SB Accounts under Govt. Schemes like PMJDY, etc. are not eligible.
VIII.
A. Pre-Approved Credit Cards (PACC) to ETB (Existing to Bank) Customers

Bank shall issue PACC Cards to the Asset and Liability customer categories basing
on a predefined Business Rule Engine (BRE) under the respective categories with a
specified limit, as decided by the Bank from time to time. These customers shall
be on-boarded through Digital mode duly scrubbing the details with CICs.
B. Credit Cards to NTB (New to Bank) Customers:
To expand our Credit Card base, Bank shall issue Credit Card (including PACCs) to
New to Bank (NTB) Customers also. The basic criteria mentioned hereunder are to
be precisely complied with:
Income Proof along with KYC Documents.
CIBIL Score of 700 and above.
Point of verification report from the Branch/ recovery agents has to be
obtained at the place of applicant’s residence/business address, for easy
recovery and follow up of Credit Card dues.
One-year account statement where the prospective card holder is maintaining
the account.
C. To our staff members:
Sanction of Credit Card to our staff members, fixation of card Limit, Limit
enhancement, etc. shall be considered based on the Latest Salary slip/Form 16/ IT
Return subject to maximum limit as mentioned below. Annual subscription charges
are waived for both primary and add-on cards of staff members.
Category Maximum Credit Limit (in Rupees)
Maximum limit shall be 20% of the
Sub staff Annual gross income or Rs.50,000/-
whichever is lower.
Clerical staff
Scale I
Scale II, III Maximum limit shall be 20% of the annual
gross income.
Scale IV
Scale V& VI
Scale VII & VIII
Auto debit is mandatory.
2. Corporate Credit Cards:
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Bank issues “corporate Credit Card” to companies having excellent track record.
The primary corporate card will be in the name of the company and it will NOT be
a physical card but will be for the purpose of account creation only. These cards
are issued to the company executives as add-on cards only to the primary corporate
card and in the name of company executives.
Eligibility:
Companies having excellent track record with tangible net worth of minimum
Rs. 1.00 Crore and consistent profits for the last 3 years.
Credit Card Limit: Rs. 1.00 Lakh and above
Overall spending limit will be 2% of the tangible net worth, with a minimum
of Rs. 1.00 Lakh
Board Resolution: Bank will obtain Board Resolution (Wherever applicable)
mentioning the name and details of the executives whom cards will be issued.
KYC details of these executives will be obtained.
No cash withdrawals are permitted.
Bill will be raised on the company and debited to company's account.
Auto-debit for bill payment is mandatory.
Benefits and Offers:
Airport Lounge: Free airport lounge access to the cardholders at selected

airports will be available, as provided by respective card networks
(VISA/Rupay/Master Card). The terms and conditions are applicable as laid
down and updated by card network from time to time.
Reward Points: Cardholder will earn 1 reward point on Gold variant, 2 points
on Platinum Variants and 4 points on Signature/ Select card variants for every
Rs. 100 spent.
Value of each point shall be Rs. 0.25 for redemption.
Fuel surcharge reimbursement: Fuel surcharge shall be reimbursed @ 1%
with maximum of ₹100/- per card per billing cycle. However, Bank may
restrict/enhance this facility to any of the Credit Card variants based on
Credit Card features/proposition.
Insurance Coverage
Accidental death to be reported within 60 days from the date of death.
Credit Card should be in active status.
Rupay Credit Card should have been used once within 45 days and Visa Credit
Card 180 days before the date of death.
EMI Scheme
Minimum Transaction Amount for EMI Rs 5000.
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Eligibility: Customers who have not missed two consecutive payment in entire
card life cycle.
Tenor of EMI: 3/6/9/12 months as per customer choice
ROI: 16%
EMI facility is available in pre-authorization as well as post authorization at
point of sale (POS) and also through customer interaction Centre.
One-time processing charges of 2% of transaction amount subject to a

Minimum of Rs.200/- and a maximum of Rs.1,000/- shall be levied.
Pre-closure charges shall be levied at 2% of the outstanding amount under EMI

still not due.
Billing
Monthly Bill is generated on 25th of every month.

Due date for payment of Bill shall be 14th or 15th of the succeeding month of
bill generation.
Minimum payment due which is the 5% of the outstanding if the card holder
does not have any previous unpaid dues.
Method of Payment:
I. Payment of Credit Card bills are accepted in cash or cheque or any other Bank
cheque/DD across the counter at all Branches of Union Bank of India.
II. Customers can opt for standing instructions/ Auto debit for payment of "Total
bill amount" OR Minimum Payment Due from their operative Accounts. Sufficient
balance is to be maintained in their account to execute such Standing instruction
on due date or previous date, when such due date is a holiday.
III. Card holders who have opted for Internet Banking facility, have to Register
for Credit Card bill payments through the option available by logging in to
www.unionBankonline.co.in
IV. Credit Card holders can also make payment from any other Bank through
NEFT/IMPS. Such cardholders have to provide the following details to their Bank
along with Credit Card number:
Name of the Beneficiary Bank: Union Bank of India
Branch Name: Credit Card & MAB Department
IFSC Code: UBIN0807826
Account number of Beneficiary: 16 Digit Credit Card Number [Mandatorily
to give correct Card Number]
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Name of the Beneficiary: Union Bank Credit Card & MAB Dept.
Sender’s information: Mobile number & E-mail ID
Payment can be made through UPI and Payment Gateway also.

Exclusive Straight Through Processing (STP) link and QR Code for Rupay Credit
Card Issuance to Existing to Bank (ETB) customers
Bank has now introduced Straight Through Processing (STP) journey for issuance of
Credit Card for Existing to Bank (ETB) customers.
Standard Operating Procedure (SOP) for issuance of Credit Card through STP:
1. Click on the link given Link: https://bit.ly/3eLPA7d
or give missed call on number 9289224012
or scan the below QR code:
2. STP journey is also available in Vyom app under tab “Services” -> “Value
Added Services” -> “Apply Now” -> “Credit Card Apply Now”
3. STP journey is also available in our Credit Card portal under tab “Get
Credit Card Online”.
The applicant should be ETB (Existing to Bank) and non-credit Card holder.
Applicant need to enter the required information i.e. Mobile number, Email
ID and Captcha.
Customer need to click on the check box “I Agree to the terms and conditions”
and click on send OTP.
The OTP received on both Mobile and Email ID to be entered in respective
fields and click on Validate OTP.
Applicant needs to enter PAN Number.
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Name is pulled from NSDL and is auto populated, enter the Aadhar number
and click on Submit.
Enter the OTP received on the Mobile and click on Validate OTP.
Photo captures from UIDAI.
Based on estimated income from the TransUnion CIBIL portal the limit is
displayed to the applicant, and applicant can set the desired limit within the
maximum displayed limit. Click on Confirm & Next.
Applicant can select the required variant based on his/her eligibility.
Reference number is generated and link to download credit card mobile app
will be made available. The credit card customer ID will be delivered to the
applicant through SMS and email. The same needs to be used for registering
in Union Credit Card application.
Upon registration of credit card app, user can view virtual card details and
same can be used for E-Commerce transactions.
Visa Credit Card Variants
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RUPAY Credit Card Variants
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INSURANCE COVERAGE
Group Personal Accident Insurance coverage is available to the cardholders
(premium to be borne by the card holder) as detailed below:
Card Type • Accidental Death coverage
• Rs. in lakhs [Premium Yearly]
VISA Platinum Card • 10.00 (Premium Borne by Card Holder)
VISA Gold Card • 5.00 (Premium Borne by Card Holder)
VISA Signature Card • 30.00 (Premium Borne by Card Holder)
VISA Business Platinum • NIL

Rupay Platinum Card • 2.00 (Premium Borne by NPCI for primary
and add on cards)
Rupay Select Card • 10.00 (Premium Borne by NPCI for primary
and add on cards)
• Additional 30.00 (Premium Borne by Card
Holder)
UNI CARBON • 10.00 (Premium Borne by NPCI)
Additional 10.00 Lakhs (Premium Holder)
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In addition to the above Credit Shield against accidents and disability for Credit
Card holders is restricted to Rs.50,000/-.
Tap & Pay/Contactless Cards:
These Cards are chip cards with an inbuilt radio frequency antenna. This antenna
uses Near Field Communication Technology (NFC Technology: is a set of
communication protocols for communication between two electronic devices over a
distance of 4 cm or less) to establish a secure connection with contactless reader to
transmit payment related data. Hence, in Tap & Pay/ Contact less cards, a simple
tap on the reader will initiate the transaction.
These cards are Dual Interface cards which support both contact and contactless
transactions.
National Common Mobility Card
➢ RuPay National Common Mobility Card (NCMC) is a contactless Card, Initiative

of Ministry of Housing & Urban Affairs (MoHUA) developed by RuPay.
➢ In addition to the features available in a prepaid card, it also had a feature
of offline Wallet and service area, for storing operator specific passes. This
card enables the customer to use single card for payments across all segments
including Shopping, cash withdrawal, Metro, Bus, Toll, Parking etc.
➢ This card can be used for all retail shopping, purchases and cash withdrawals.
➢ All Prepaid Cards shall be with NCMC / NFC compatibility as per Regulatory
guidelines on AFA (Additional Factor of Authentication) for making small value
card present transactions.
National Electronic Toll Collection (Issuance of FASTAGs)
National Electronic Toll Collection (NETC) systems enable toll to be collected

electronically from vehicles at toll plaza while vehicle is in motion. The technology
standard stipulated by the Government of India for NETC is RFID based tags called
FASTAG. Bank will issue FASTag to customers and Non-customers with Full KYC
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through Direct selling agents (DSA) and branches. All procedural/operational
guidelines are as per the information circulars issued by the Bank from time to time.
International Travel Card
The International Travel Prepaid Card is considered as one of the most preferred
paperless payment card industry. The foreign currency denominated Travel Prepaid
Cards is an alternative to cash and travelers’ cheques, in view of the wider
acceptance at ATMs and
Merchant locations. Further, the International travelers who neither hold
Credit/Debit cards nor do not prefer their card usage abroad for the security reasons
and opt the prepaid cards for its limited risk, hassle free issuance and convenience
of usage.
All B category branches are authorized to issue/reload/cancel the International
Travel Prepaid Card. Customer has to fill in a simple application form along with
relevant documents and customer can walk out with the card in hand, loaded with
the required amount of foreign currency.
e-RUPI (Prepaid vouchers)
One-time use e-RUPI as introduced herein shall enable services such as Covid-19
vaccine, donations and gift vouchers, etc. and can be extended to other services
including that of onetime benefits. e-RUPI has an immediate utility in the form of
healthcare vouchers to work as a payment mechanism to support the Covid-19
vaccination drive.
e-RUPI may be issued in two core categories i.e. Person-to-Person (P2P) and Business
to Consumer (B2C). The scope and rules are provided only for the B2C vouchers.
Prepaid Cards issuance through Digital Channels
Provision for gift card issuance, issuance and loading/reloading of prepaid cards may
be enabled in our Bank’s digital channels like Mobile Banking and Internet Banking
for the convenience of the customer.
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Deployment of Money Collected
For all kinds of PPIs operated by the Bank, the outstanding balance shall be part of
the ‘net demand and time liabilities’ for the purpose of maintenance of reserve
requirements.
Validity and Redemption
All PPIs issued in the country shall have a minimum validity period of one year from
the date of last loading / reloading in the PPI. PPIs can be issued with a longer
validity as well. In case of PPIs issued in the form of card (with validity period
mentioned on the card), the customer shall have the option to seek replacement of
the card.
Point of Sale (POS)

The Documents required from Merchants for installation of POS
Merchant acquiring application form: The application form must be

completely filled with all supporting document and signature of authorized
person.
Term & Condition: Term & condition is a part of application form and must be
signed by authorized person.
Agreement: Merchant agreement must be signed by authorized person with
proper stamp duty as applicable in that state.
KYC document: KYC document will be collected from merchant, adhered to
KYC norms laid down for current account opening for that merchant (like
Identity proof, address proof, document relation to entity registration, if
applicable board resolution or mandate from entity, in case of new account six
months bank account statement of entity or proprietor).
In addition to that the applicant have to submit the turnover document of last
year for classification of applicant on “small merchant” or “other merchant”.
Proof of nature of Company: Any document issued by statutory authority
describing the activity of the merchant needs to be collected as nature of
company.
Negative List of Merchants

Our Bank is not providing POS services to following merchants
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Prostitution
Adult Entertainment
Horse Racing
Dating and escort
Weapons/Firearms
Gambling & lottery
The Types of POS Machine
GPRS Wireless: An advanced movable PoS Model Communication using GPRS. It

is Most popular & widely used by merchants
GPRS Wireless Touch screen Terminal with paper Charge slip: An advanced
movable PoS Model having touch screen and contactless feature with paper
charges slip. Using GPRS service for communication
GPRS Wireless Touch Screen Terminal with e-Charge slip: Another advanced
movable PoS Model having touch screen and contactless feature with e-Charge
slip Communication using GPRS.
Non-GPRS PoS (wired/PSTN): Regular PoS Model requires a telephone line to

connect to network. Works on Dial Up connectivity with outgoing calls facility.
M PoS (Mobile PoS): Advanced PoS Model. A combination of mobile based

application having internet connectivity and an external card reading device.
PC PoS: PoS facility that integrates Merchant’s cash register with customized
billing application. Usually requested by Corporate clients.
Installation of Point of Sale

Our bank has made tie-up with external service provider for installation of PoS at
merchant’s location.
After completion of application process & agreement signing, Branch request
for installation of PoS at applicant’s location through “POS” menu in Finacle.
Enter details, select merchant turnover, type of terminal required, monthly

service fee etc. and click on submit.
Installation request will be downloaded from Finacle by MAB Dept. on daily

basis and forward the lead to the service provider.
The service provider will contact the applicant’s and complete the installation
process within TAT as given on screen. The TAT of complain resolution is also
given on screen
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Merchant Location Terminal Installation TAT Complain resolution TAT
days) (In (In Hrs.)
Metro 4-5 48 Hrs.
Urban 5-6 48 Hrs.
Semi-Urban 6-7 48 hrs-96 hrs.
Rural 7-8 72 hrs-96 hrs.
Service Charges of POS

Service charges on POS is based on transaction volume.
The charge is based on the volume of transaction in preceding month.
Higher transaction volume lowers the charge.
Zero rental for transaction volume above Rs.8.00 lakhs per month
De-Installation of POS
The de-installation request must be submitted by the merchant through a

Merchant request letter with Merchant Identification no (MID)/ Terminal
Identification No (TID) / de-installation address and contact number of the
person (for terminal collection) mentioned on it, to the concerned branch.
Branch must forward the application with recommendation to RO/Digital
Banking Dept. under branch stamp & signature.
The POS terminal is de-activated from the back end and engineer is arranged
to visit the location for collection of the terminal at the merchant's business
establishment.
In case of any damages to the POS terminal or if the POS terminal is lost, then
in such cases the Merchant need to pay charges as per Market rate and as
advised by central office
As a standard practice, if the merchant defaults in paying the monthly service
fee for two consecutive months, the terminal would be de-activated and de-
installed without any further intimation.
TAT for De installation---Metro-- 2-3 days, Urban-- 3-4 days, Semi-Urban—4-5
days, Rural--5-7 days.
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Settlement of Transaction
At the end of day, the POS merchant run the payment settlement of each and every
terminal. Merchant should settle the batches within 4 days of transaction. Better if
merchants should settle the batches on daily basis after performing transactions on
the POS terminals. TAT for settlement of transactions on- Day-End on POS terminals
by merchants has been reduced to 4 calendar days in case of RUPAY Card
transactions, 5 calendar days in VASA card transactions 7 calendar days in case of
Master card transaction. So, Merchant should settle the batches within 4 days of
transaction. Better if Merchants should settle the batches on daily basis after
performing transactions on the POS terminals.
Grievance Redressal of Fail Transaction
Claims for POS transactions are also dealt in the same way as ATM transactions.
Issuer transactions and claims are settled by raising a RR (Retrieval Receipt),
which is to be fulfilled by acquiring bank.
If the Issuer Bank does not receive a valid RR, they may raise chargeback claim,
which is to be settled by acquiring bank.
Claims of POS are to be lodged in Finacle through “ATMCLAIM” menu for
settlement.
Stages of Grievance Redressal are 1st. Initial Dispute2nd. Pre-arbitration 3rd
Arbitration
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VYOM App
VYOM app is a container app which has both the functionality of Mobile Banking and
UPl. Some of the Unique Selling Points of VYOM app are:
1. Banking at your fingertips: Check your balance, scan QR and more without
logging
2. All accounts at a glance: View and access all your deposits and borrowings in
one place.
3. Your app your choice: Customize your app to suit your needs.
4. All banking services in one place: Quick access to loans, investment and
variety of other services in one Application.
5. Make it your own: Personalize your experience with time.
6. Save with offers: Get exclusive deals on flights, hotels, cabs and more
Application Process & Features:

The following important features are available in VYOM APP:
1. Fund Transfer within Bank to self or to third party
2. Funds transfer to other Bank customers in through IMPS/NEFT/RTGS
3. Bill Payment through BBPS and tie up with Bill payment aggregators
4. View and download statement and M-Passbook
5. Manage Investments and Deposits
6. Access Debit card / Credit card services
7. Reset login / transaction PIN
8. Loan EMI/ Deposit calculator
9. Standing instruction facility
10. Scan QR
11. Opening/ Closure of FD, Recurring deposit and Green Deposit
12. Cheque Status Enquiry / Stop payment of Cheque
13. Personalize Transaction Limits
14. Pay Loan EMI
15. Pre-Approved personal Loan (PAPL)
16. Credit Card payment
17. BHIM
18. Create UPI ID & UPI transactions and services as per NPCI specifications
19. Form 16/16 A
20. UDIR UPI Acquirer: Raise compliant and check status
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21. Pay to Mobile: Customers can transfer fund using UPI to contacts having
created VPA or UPI ID on Bank’s UPI handles such as @union bank,
@unionbankofindia
22. Contactless Card Control Feature
23. BBPS (Bill Payment)
24. Self-Fund Transfer: Customers can transfer fund to own account within Bank
without payee addition
Eligible users of VYOM App:

Customers of bank having SB/CD/OD accounts and having valid Debit Card/Internet
Banking credentials, Branch Token or Aadhar linked to the account can use VYOM
app. The account must be KYC compliant.
Companies, Trust, HUF and Partnership Firms are not eligible to avail VYOM services.
Activation Process of VYOM App:

Customer has to download the VYOM application from the respective app store of
their Android / iOS device where the application is hosted by the Bank, and
activate the mobile application using any one of the following options:
Valid Debit card- Card number, expiry date and ATM PIN.
Internet Banking internet Banking user ID and login password.
Branch Token –CIF/Customer ID and branch generated token.
AADHAR+OTP.
Features and benefits
Transact Section
Transfer fund through IMPS up to Rs 5.00 lakhs per day, NEFT/RTGS up to

Rs.2.00 lakhs
Within bank transfer limit Rs 10.00 lakhs per day
Quick payment up to Rs.50000/- without beneficiary registration
Schedule payment on a future date.
Recharge and Bill Pay
BHIM UPI
Manage payee: Add, delete payee
Different payee types: Union Bank of India, Other Bank, e-cash, MMID, VPA
(UPI).
My Portfolio
Standing Instruction
Debit Card
Credit Card
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Bharat Bill Pay
Accounts
On selecting the account following details are available
View Savings, Current & Overdraft/CC Accounts
Details of accounts
Mini statement-Last 15 transactions
Statement – Various options like Last Month, Last three month, Last 6 months,
Last year
Custom date options, send to email, PDF download
Fund transfer Payee Transfer to saved payee
Quick Transfer up to Rs. 50,000/-
Donation
Schedule Payment for future
Manage Payee-Add, Delete payee
Loans Section
Details of Home loan, Vehicle loan, Education loan, Personal Loan and Other
loans
Balance of account, Details of account
Generate statement for sending through email, PDF download
Interest certificate
Request for loan through our corporate website
Pay loan EMI facility
Loan Against deposit
Apply for new loan against deposit
Deposits Section
Open Fixed deposit for pre-defined period, DRIC, Tax Saver, SDR, Recurring
deposit
FD Details, Statement, Green Deposit
Close FD - FD will be closed and credited to account.
Debit Card Section
Debit Card Hot listing, Block/Unblock, Set Debit Card Limit

Request for add on card, Personalized card, Request for new debit card
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Payment channel setting: Enable / disable ATM, POS, e-commerce - Domestic
and International usage
Generate Debit Card green PIN
Bill Payment
Bharat Bill Pay System
Bills payment for various billers such as Broadband, DTH, FAS Tag, GAS, Insurance,
LPG, Land Line, Mobile Postpaid, Electricity, etc.
Credit Card
Card details such as Total Limit, Available Limit, Cash Limit, Outstanding
amount, Billed amount, Minimum due, Due date etc. are shown.
Credit Card Hot listing option
Payment of bill by debiting the customer account
Mini statement of receipt transactions
Monthly bill statement can be downloaded or send to email.
Standing Instruction
Generate Credit Card PIN
Virtual Card
M Passbook (also available on Pre-Login Page)

Generate statement of Savings accounts
Generate statement of Loan accounts
Generate statement of Overdraft accounts
Generate statement of Recurring / Fixed deposits accounts
BHIM UPI
BHIM UPI facility is available for fund transfer, Pay & Collect option, and
Manage Virtual Payment address.
Pay using UPI ID, MMID or IFSC & Account number
Collect funds from payer having UPI ID
See Transaction details
Request Balance
Manage UPI ID and set limit
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Create new UPI ID
Scan QR Code for payment

Scan QR for payment using QR code
Manage Nominee
View Nominee
Update Nominee
Transaction history
All transactions through different modes from your accounts
Standing instructions
For setting or inquiry standing instructions
Calculator
When we click on calculator, we are getting Loan EMI Calculator and Deposit
Calculator.
Loan EMI Calculator can be calculated for various amount, tenure, interest rate
and period.
Total interest due, Total amount payable and processing fee payable will be
calculated and shown.
Deposit Calculator is also available for various type of deposit like Deposit
Reinvestment Certificate (DRIC), Fixed Deposit (FDR), Short Term Deposit,
Union Tax Save-FDR, Union tax Saver-DRIC, Recurring Deposit with different
amount and period
Government Scheme
Enroll for PMJBY/PMSBY
Investment
PPF account opening, linking of PPF account, deposit in PPF account,

statement of linked account
SSA i.e. Sukanya Sumridhi yojana
NPS i.e. National pension scheme
Invest in Union Mutual fund
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Recharge and bill pay
Recharge and bill payment for existing registered vendor
Service Request
Raise service Request: Debit card, Credit card, Statement of loan accounts,
Interest certificate of loan and deposits, SMS banking registration/
Deregistration.
Track service request
Stop cheque
Cheque status inquiry
Interest and TDS
Interest and TDS certificate
Value Added services
Personalize transaction limit

Expense manager: One can see the Expense graph for Current Month, 60 days
and 90 days period for selected operative accounts with category wise break
up for UPI, POS, NEFT, RTGS etc.
Apply now: Credit card, TIFD booklet, Debit card, Cheque book
Tax service: Form 15 G/H submission
Positive pay: New positive pay request, status inquiry
Donation
One can give donation in Temple/ charity from the available list
Minimum amount for donation is Rs. 50 and then submit
Other Facilities
When we click on three parallel lines, we get various other options like
Access internet Banking, Calculator, Setting, Inbox, Locate Us, Demo Videos,
Rate us, Refer Friend
E Nomination, offers, raise/Track query, deregister
Apply for Demat Account
Setting
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Settings: Change Login PIN, Transaction PIN, Reset PIN, Manage Scheduled
payment, Change Language, Unblock UPI ID [VPA] are available
Fingerprint one can enable and disable
Change Language: Thirteen language are available one can change language
Change Login PIN, Change Transaction PIN, Reset Transaction PIN, Manage
Payee, Manage Scheduled Payment, Unblock UPI ID, Reset Challenge Questions
All message like Fund Transfer like IMPS transaction, transaction reference id
is available
Intra Transfer: In intra transfer detail of bill paid, amount, name and reference
id details are available
Locate Us: One can locate ATM, branch and IFSC Code
The details/path of the newly launched Digital Journeys as mentioned above are as
follows:
1. Mutual Fund:
Location: Home Screen -> Invest and Insure -> Mutual Fund
To transform the Mutual Fund Investment Experience of the Customers and increase
fee-based income, the Bank has incorporated Mutual Fund STP journey in the VYOM
app. The key features of the STP journey are as follows:
i. Enabling Digital Sales of Mutual Fund products on the Vyom App.
ii. 100% Paperless transactions for buying Mutual Funds.
iii. Availability of 5000+ Equity & Debt Schemes from 43+ AMCs.
iv. In-built Investment tools to recommend the best schemes for investments
depending upon the risk appetite of the investor.
v. Comprehensive Research Data on all Mutual Fund Schemes for informed
decision making.
vi. MF transactions like Lumpsum/SIP/Redemption on customer’s fingertips.
vii. Transaction Summary and Statement of Account to analyze Portfolio

Performance.
vii. Dedicated Helpline to support customers on MF investments. ix. Analytics
based Digital Marketing Campaigns.
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2. Insurance:
Location: Invest & Insure -> Insurance

To redefine the next-gen insurance distribution ecosystem in the Bank. The Bank has
incorporated STP journey for the purchase of Insurance in the VYOM app. The key
features for the journey are as follows:
i. Compare policies to choose the right plan and buy in few clicks.
ii. Buy insurance on-the-go through the VYOM app
iii. 100% paperless and instant policy issuance.
iv. Quick access to your policy and provision to save the policy digitally.
3. Lifestyle (Marketplace):
Location: Home screen -> Tool Bar -> Lifestyle Icon
Vyom offers the customers an in-App facility to book Flight tickets, Hotels, Cabs,
Bus tickets, purchase Gift Cards, recharge mobiles DTH & Data card and make
donation.
4. Credit Card STP
Location: Transact -> Credit Card -> Apply Now
Credit Card STP on VYOM will now enhance the ease of application and reduce the
time to process credit card applications of customers. The journey offered in the
all new VYOM app aims at increasing the credit card customer base of the Bank.
5. Union Cash Digital:
Location: Loans -> Union Cash Digital

Union Cash Digital is a personal loan facility offered to customers having their
pension account with Union Bank of India. The main objective of the Digital lending
scheme is to meet the personal expenses of pensioners like medical treatment,
travel etc.
32
6. Union Digital Education Loan for Premier Institutes STP:
Location: Loan Section -> Education Loan

Union Bank has introduced a Digital Lending STP journey for Special Education Loan
scheme for Premier Institutes. The scheme is introduced for both existing and new
to bank customers.
7. MSME Mudra STP (Shishu, Kishore and Tarun STP):
Location: Loan Section -> Shishu Mudra; Kishore Mudra; Tarun Mudra
Union Bank of India Stands out to support the backbone of our economy and is ready
to facilitate numerous small businesses to grow. VYOM provides end to end Digital
STP journeys for Shishu, Kishore and Tarun Mudra to Existing to Bank customer.
8. GST Gain STP:
Location: Loan Section -> GST Loan

Vyom offers End to End STP Digital journey for entrepreneurs filing GST returns
through an inbuilt hassle-free assessment based only on GST returns.
9. Nari Shakti STP:
Location: Loan Section -> Nari Shakti

The scheme empowers Women Entrepreneurs to avail instant loan through a
seamless End to End STP Digital Journey through the VYOM app.
10.Digital KCC Loan:
Location: Loan Section -> Kisaan Credit Card

The Digital STP Journey is aimed to accelerate the financial connectivity of our
farmers with India’s 1st and one-of-a-kind agriculture loan.
With the ever-increasing digital consumer base, it is imperative that the Bank plays
a key role in providing accessible digital transaction facilities to both the urban and
rural population at their fingertips.
33
De-Registration Process of VYOM App
If User wishes to deregister for Mobile banking services, then it can be done in
either of the two ways
Login to VYOM App Hamburger or Side- bar menu -> De-register or by calling call
center number 1800222244 or 18002082244
Transaction limits of VYOM is as under:

Overall Limits for Mobile Banking Transactions
Limit Type Daily Weekly Monthly
Fund Transfer to own Rs. 10,00,000 Rs.50,00,000 Rs.1,00,00,000
Accounts within Bank
Fund Transfer to Rs. 10,00,000 Rs.50,00,000 Rs.1,00,00,000
other Accounts within
Bank
Inter Bank Fund Transfer Limits Mobile Banking Transactions
Limit Type Daily Weekly Monthly
NEFT/RTGS Rs.2,00,000 Rs.10,00,000 Rs.20,00,000
IMPS Rs.5,00,000 Rs.25,00,000 Rs.50,00,000
*Maximum per transaction amount Rs.2,00,000 for NEFT/RTGS and Rs.5,00,000 for
IMPS
Quick Transfer Limit without adding Payee/ Beneficiary
Limit Type Maximum Limit
Per Transaction Limit Rs.50,000
Daily Limit Rs.50,000
UPI Transfer Limit/transfers to accounts other than self

Transaction limit for first time UPI user and Rs.5,000/- (followed by 24 hours
Cooling period are applicable for new cooling period)
beneficiary. Maximum amount that can be
transferred during cooling period.
Daily Maximum Limit- post cooling period Rs.1,00,000
Maximum number of UPI transactions per 10
day
However, customer can set their own limits for daily transactions, within the
maximum available Limits
34
UPI – BHIM
Features
UPI - Unified Payment Interface.
Initiative taken by NPCI to simplify and provide a single interface across all
systems for facilitating easy fund transfer and payment.
UPI is a payment system that allows customer to instantly transfer money to
the customers of same Bank or other Banks using the IMPS payment framework.
Virtual Payment Address (VPA) - Instead of providing account number and IFSC
for payment VPA can be used. The beneficiary need not required to disclose
the account number and IFSC code to the sender. Only VPA is required to
transfer funds.
PIN number is required to be generated for each account, using last 6 digit of
debit card and expiry date.
PIN number generated for one account can be used for payment using UPI app
of any Bank or Private players like Google Pay, Paytm etc.
UPI is based on IMPS platform, so fund transfer completes in real time.
UPI facility is available 24 x 7 x 365.
Fund transfer limit under UPI
Normal Transaction Rs 1,00,000/-
Specific transaction (Capital market, Rs 2,00,000/-
Foreign inward Remittance etc.)
Initial Public offering Rs 5,00,000/-
*As per NPCI website
Union Virtual Connect - Using WhatsApp for Customers
Union Virtual Connect (UVConn) is an innovative way for the customers to remotely
access the Banking Services seamlessly using WhatsApp Chat.
UVConn is launched in 7 languages i.e. English, Hindi, Kannada, Telugu, Marathi,

Bangla and Tamil.
Registered Mobile number in CBS only can be used for UVConn. Bank’s Official
WhatsApp number for UVConn is 9666606060.
Services presently available under UVConn:

a. Enquiries & Services
b. Auxiliary Services
c. Account Settings
35
The features currently available under Union Virtual Connect 2.0:
➢ Enquiries:
a. Account Balance
b. Mini Statement
c. Cheque Status
d. Locker Rent Enquiry
e. PPF Balance
f. SSA Balance
➢ Requests:
a. Cheque Book requests
b. Stop Cheque
➢ Card Services:
a. Block Debit Card
b. Un Block Debit Card
c. Green Pin
d. Credit card bill due
➢ Loan Services
a. Housing Loan Details
b. Personal Loan Details
c. Gold Loan Calculator
➢ Account Settings
a. Reset MPIN
b. Reset TPIN
c. Forgot TPIN
d. De-Register
36
e. Change Language
Security Aspects
UVConn is enabled with 3 Factor Authentication (OTP, MPIN & TPIN) in order to
ensure that usage of product is secured. The User is required to validate OTP to
authenticate if mobile number is registered with bank, and then setting up MPIN &
TPIN.
ChatBot Solution – Union Virtual Assistant (UVA)
Computer program designed to simulate conversations with human users using

Artificial Intelligence through voice commands, text chats or both. This Chatbot is
available on our Corporate website and official Facebook
page www.unionbankofindia.co.in . Any user visiting our corporate website or
official Facebook page, can use chatbot facility to search for various services
available.
Union Bank Voice Assistant (UVA) is an innovative way for customers to access
banking services seamlessly through voice commands.
UVA is available for customers through Alexa channel.
Services currently available under UVA are :
• Balance Enquiry
• Transaction History/Mini Statement
• Cheque Book Request
• Cheque Status
• Locker Rent Due
• Block Debit Card
• Unblock Debit Card
UVA provides customers information about latest schemes and offered
launched by the bank.
Languages available – English
Customers can access these services by enabling “Union Bank of India UVA”
skill on their Amazon Alexa Account.
Security:
UVA is enabled with 2FA via OTP validation and Voice Pin. After every 3 mins,
users will have to authenticate themselves through OTP validation.
To onboard, users will have to validate themselves through OTP sent to the
registered mobile number. This will be followed by debit card validation.
Users will have to set a Voice Pin at the time of onboarding.
Please refer Information Circular Number:6169-2023 dated 13.02.2023 and

Information Circular Number: 6362:2023 dated 12.07.2023.
37
Internet Banking
Our Internet banking facility operating on to FEBA (Finacle e-banking Application).

Internet banking facility enables the customers to make various transactions such as
payments for goods and services, transfer funds, pay taxes instantly, safely and
securely. Customer can also view his various accounts, tax details (26AS) at any time.
Internet banking works on customer ID/CIF No. ALL accounts attached to customer
id will automatically get linked in customer’s profile.
Restricted customers for availing internet Banking
Accounts operated by Minors, Accounts operated with Thumb impression

(illiterate), Accounts where operations are not allowed for any other reason,
Accounts of customers incompetent to contract as per law.
Internet Banking Features
Know your user ID: "Know your User ID" feature is now introduced on the login
page, where an existing user can know the user ID by keying in basic details of
the account like customer ID, Mobile Number, email ID and account number
etc.
UToken: An app based new feature of U-Token is now introduced as an
alternative/ substitute to SMS OTP. The app can be utilized by both Retail and
Corporate users for generation of app-based OTP in lieu of SMS OTP.
Reset of Login Password: Retail and Corporate users can reset the login
password by keying in details of the account along with SMS OTP received on
registered Mobile number.
Reset of Transaction Password using UToken: Post Login, after activation of
UToken, Corporate users can create / change the transaction password by
keying in the OTP generated on UToken.
The various aspects of Internet Banking:
Internet Banking works on customer ID/CIF No (Customer Information File No).
All accounts attached to CIF/ Customer id will get linked to Internet-banking
profile.
Retail internet banking is provided to Individual, Proprietor and HUF.
Corporate internet banking is provided to Club/ Society/ Trust/ Institution/Pvt.
Ltd/Public Ltd./Partnership.
38
Internet Banking consists of two passwords: Login password and Transaction
password
Login Passwords should be changed once in 730 days and the transaction
password has to be changed in 360 days. In case of Co-operative banks and
scheduled commercial banks Regular change of passwords in every 30 days.
Customer should login at least once in 364 days to keep profile active.
Internet banking login as well as transaction Passwords gets disabled after 4
wrong attempts.
User has to register and confirm the beneficiary before transferring fund to any
account (except own a/c).
Funds transfer to registered beneficiary only through valid OTP/ Tracker id
Sr no Parameter Description
1 Debit transaction for Retail customers at Default limit Rs.5.00 lakh

customer ID level
2 Debit transaction for Corporate customers at Default limit Rs.25.00 lakh
customer ID level
3 Number of wrong attempts for Login & 4
Transaction passwords
4 Number of wrong attempts for UToken MPIN 3
5 Number of times/ attempts in a day to self- 2

reset login password online
6 Number of times/ attempts in a day to self- 1
reset transaction password online
7 Cooling period for beneficiary addition for Fund Transfer limits up
Retail and Corporate customers. to 24 hours Rs.2,00,000/-
After 24 hours Default
limits/ enhanced
permitted limit.
8 Session time out 5 minutes
Internet Banking services are provided under two categories
A) Retail Banking B) Corporate Banking

Internet Banking Registration Process for Retail User:
The customer needs to update the mobile no., E-mail id, PAN and date of birth
in account.
39
Go for login at www.unionbankonline.co.in and select “Self-User Creation”.
Customer has the choice to avail view and transactions or view only facility.
a. Self –User creation with debit card (for view & transaction facility)
Customer should have a valid debit card along with PIN, Customer’s date of birth or
PAN. Enter details of any of the last five transactions. Answer the security question
and click on submit.
b. Self-User creation without debit card (only view facility)

Customer has to enter the 15-digit account no, PAN or date of birth enters details of
any of the last five transactions, answer the security question and click on submit.
Initially, if the user is created for only view facility, later on, after availing the
debit card facility, it can be converted to “view and transaction” facility by using
the option of “SelfReset Password”.
User will able to login after cooling period of 24 hrs.
Internet Banking Registration Process for Corporate User:

Corporate customers (Partnership, Pvt. Ltd. Co, Public Ltd. Co, Trust, Club, Society,
Institution), who wish to avail transaction facility, need to submit their Internet
Banking application along with additional documents (listed below) to their branch
for onward recommendation and registration for Internet Banking. The application
form and other documents to be submitted by various customers are as follows:
For Individual and proprietor - E Banking application is sufficient for both View
and transaction facility.
Pvt. Ltd. and Ltd. companies - Application along with Resolution on the
company letter head for transaction facility
Partnership concerns - Application along with declaration on stamp paper of
Rs 100 for transaction facility.
HUF - Application along with declaration on stamp paper of Rs 100 for
transaction facility.
Club/ Society/ Trust/ Institution - Application along with resolution on the
letter head of the institution for transaction facility
Cash Credit Customers, with rating up to CR4 or above, the transaction facility
is permitted by Regional Head. For CC customers with lower rating, the
permission of the Field General Manager is required.
40
All the formats are available at our Internet Banking website and also at UBINET
under link internet banking
Branch user needs to enter the details through INTREG menu in Finacle.
Enhancement of limits and enabling transactions in Cash Credit Account, after
approval from Regional Head, Branch user (Maker) shall make the entry and RO
User (Checker) with work class 140 and above in Finacle shall authorise the
entry.
Based on feedback received from field functionaries, EBANKING menu is now made
available in Finacle with following 11 features and controls:
Fetch user Details (Retail/ Corporate)
Limit Enhancement (Retail/ Corporate)
OTP on Mobile Enable/Disable (Retail only)
Updating Email ID (Corporate only)
Enabling/ Disabling of Transaction Password (Retail/ Corporate)
Enabling/ Disabling of Transaction Password (Retail/ Corporate)
Enabling/ Disabling of Login (Retail/ Corporate)
Change of Profile (Retail only)
Updating Mobile No (Corporate only)
Delinking of User (Corporate only)
Products and services available in Internet Banking

View Balance, Account Statement.
ASBA (Application Supported by Block Amount)
Fund transfer to own account /other union bank accounts.
Fund transfer to other bank using NEFT/RTGS/IMPS
Bill Payment Bill Presentment/Bharat Bill Pay.
Contribution to National Pension Scheme using PRAN Number
PPF account opening, linking of PPF account, deposit in PPF account,
statement of linked account
Online FD opening/Closure request
Online request for issuance of DD and cheque book
Online Tax deposit
Online Donations
41
Form 26AS/ITR
Apply for Sovereign Gold Bond
Bulk Remittance for Corporate Net Banking
Maker-checker for corporate Net Banking
Home Loan provisional Interest Certificate
Other Services available in internet Banking
Mobile Banking Registration
Debit Card Blockage
LPG consumer number Linking, PMSBY
Aadhaar Number linking,
Overdraft Facility for PMJDY customer
Atal Pension Yojana
Managing digital certificate
Positive Pay Utility
Demat Account Opening
Charges
Service Charges are to be levied to the customers for various services as per the
guidelines issued from time to time. Please refer to the latest service charges
circular.
Reset Password
Internet banking Passwords (both retail and corporate) get disabled after four
wrong attempts.
Retail Banking user can reset his/her password through Forgot/Reset password
using debit card
Bank has introduced SMS facility to provide customer convenience of e-banking.

Retail User
SMS to Enable /Disable Login Password
To Enable: Type URET<space> ENA<space>User ID and send to 9223008485
Example: -URET ENA 123456789
To Disable: Type URET<space>DIS<space>User ID and send to 9223008485
Example: -- URET DIS 123456789
Corporate User
SMS to Enable /Disable Login Password
42
To Enable: Type UCORP<space>ENA<space>CORPID<space>User ID and send to
9223008485
Example: - UCORP ENA UNION123456789
To Disable: -- Type UCORP<space>DIS <space>CORPID<space>User ID and send
to 9223008485
Example: -- UCORP DIS UNION 123456789
Things to Remember
In case of any bill payment failure write to: ebanking@unionbankofindia.com
For Tax related complaint: etax@unionbankofindia.com
For OTP related complaint: mbteam@unionbankofindia.com
For ASBA related query customer can write to: asba@unionbankofindia.com
For enable password customer can make a call to our call center
PAN number is mandatory for online debit transaction
For receiving OTP in case of overseas customer, it is required that branch
Should update the mobile no in CIF and country code in CIF / SMSREG.
EBANKING menu
Instant Updation of Customer Profile in FEBA through API interface.

Rights to modify/update profile in FEBA to users of branches where Account of
customer is maintained.
Before making any changes in Finacle branch should take necessary approval
from delegated authority.
11 features are available with following controls:
Fetch User Details

Limit Enhancement (Approval needs to be taken from delegated authority)
OTP on Mobile Enable/Disable (Retail only)
Updating Email ID (Corporate only)
Enabling /Disabling of Transaction Password
Enable/Disable Token (UToken)
Enabling/Disabling of Login
Change of Profile (Retail only for View / View & Transaction / Tax only)
Enabling Transaction facility in CC account (Corporate only - Necessary
approval to be taken (IC 10126 dt. 15.12.2014 & IC20460 dt. 25.03.2021)
Updating Mobile Number (Corporate only Request as per Annex III of IC 3098)
43
D-Linking of User (Corporate only)
U-Token App
Bank has now introduced a new App which will primarily act as 2FA & will be
a substitute for OTP.
It may also be utilized to generate (forgot/reset) the Transaction Password for
Corporate users.
To generate transaction password for Corporate Users, user has to register for
U-Token.
This app is available in Play store for Android users and App store for iOS users.
Step 1: Login to Internet Banking.
Step 2: After successful login to Internet Banking, go to: General Services »»
Services »» Service Requests.
Click on Step 1 UToken registration.
On Next page, Click on Continue
OTP page will appear. Users have to enter OTP as received on Mobile number.
Then click on “Confirm” to complete the registration.
Message will be displayed-: “UToken has been successfully enabled, kindly
download UToken mobile application from Google Play Store / Apple App Store
and Complete the Registration.”
After enabling U-Token, visit Play store/App store to download and install the
U-Token app
After installation U-Token app, users have to register in U-token App.
Enter user ID for Retail user and CORPORATEID.USER ID for Corporate user
Select Channel Type as Retail/ Corporate
Enter a new 6-digit MPIN (remember for future use) and click on submit.
NRE customers
The Union e-banking services will be available to Non-Resident Indians subject to

FEMA guidelines being complied with. The requests for transactions would be on
their INR accounts and for domestic purpose only.
All the e-banking services are available at free of cost to the customers. Service
Charges are to be levied to the customers for various services as per the guidelines
issued from time to time.
44
Important Circular
IC 03765-2022 dated 26-12-2022 Internet Banking – Modified processes and New
features
IC 03098-2022 dated 08-03-2022 Internet Banking – Introduction of “EBANKING” menu
in Finacle
IC 01463-2019 dt 05.02.2019 – Introduction of INTREG menu in Finacle IC 09785 dt
30.12.2013 – Enhancement of Limits
IC 10126 dt 16.12.2014 – Delegation in CC Accounts
IC 09419 dt 17.10.2012 – Internet Banking Account Access – Change of Mode of
Operation
Digital Initiatives
Digital Document Execution (DDE)
DDE platform is a web-based API platform / service for Demat of loan documents.
NeSL-IU provides a digital platform for execution of loan contracts. The loan
appraisal system / CBS of the bank integrates with DDE module of NeSL.
Any of the branch situated in Delhi, Rajasthan, Uttar Pradesh, Jharkhand, Tamil
Nadu, Karnataka, Puducherry, Chhattisgarh, Andaman & Nicobar, Himachal
Pradesh, Madhya Pradesh, Odisha, Tripura, Jammu & Kashmir, Kerala, Gujarat,
Assam and Meghalaya can execute documents through DDE.
URL of DDE is https://icmt.unionbankofindia.co.in/dde_nesl/. Default user ID and
password is 5-digit SOL ID of branch. National E-Governance Services Limited (NeSL)
offers an effective tool for proof of borrowing, proof of security interest and proof
of default. DDE will help to meet end-to-end paperless digital lending journey. Our
bank is also a shareholder of NeSL with 5% stake.
Various Players / Agencies involved in DDE
Union Bank of India - acting as a lender to customer

National E-Governance Services Limited (NeSL) - Role is to serve as a
repository of legal evidence holding the information pertaining to any debt
/ claim as submitted by the financial or operational creditor and verified
and authenticated by parties to debt.
Stock Holding Corporation of India Limited SHCIL - The role of SHCIL is
collection of stamp certificate in the form of e Stamping (secured way of
paying non-judicial stamp duty to the Govt.) for the loan documents
Centre for Development of Advanced Computing (C- DAC) - e-sign service
provider
Features of DDE
Lenders sends borrower data through API to NeSL indicating template number of
security documents.
Borrower(s) can execute document from remote location.
45
Digital signature with DSC of borrower or Aadhaar e-Sign using C-DAC as ESP (e-
Sign Service provider).
Any Document can be e-Signed by borrower or lender or both.
Document executed are linked to borrower and to a credit facility if any.
E- Stamping based on jurisdiction of Lender integration with SHCIL with
collection of stamp certificate.
Demat of stamp certificate for paperless contract and digital journey.
Benefits of DDE
Increase volume of business to bank.
Borrower on-boarding using offline or Digital KYC, including video
identification.
Instant execution of document with or without Stamping - DSC or Aadhar e-
sign.
It is a paperless, tamper proof and retrieval is quick.
Significant cost reduction in terms of storage and resources.
Stamp certificate via SHCIL (collection of print out).
Customer sign in multiple pages is avoided.
Salient Features of DDE

Paperless: An entirely paperless documentation process has seamlessly
integrated with lenders existing online loan system using API.
e-stamping: Online and real time generation of stamp duty certificate
inscribed with a unique stamp duty number from Stock Holding Corporation
of India Limited (SHCIL) as per extent policy of lender for jurisdiction.
Digital signature / e-Sign: Execution of onboarding document or loan
Agreement or T&C Acceptance (sanction letter) using digital signature with
e-sign available for execution by the borrower.
Electronic contract: Merging of text of document with the Stamp Duty
Certificate making it usable only for a single electronic contract and the
same look and feel as the existing document.
Secure legal process: Temper proof and Secure legal process with an NeSL IU
validation of the execution and affixation of stamp duty as taking place on
and through its platform.
Hash storage facility: Option of storing document or its signed Hash with
IU. In case of tampering the hash of stored document will differ from the
documents presented during dispute which will help to identify its
authenticity.
46
NeSL DDE Workflow
47
ACCOUNT AGGREGATOR
An Account Aggregator (AA) provides data to a customer or Financial Information

User (FIU) from a Financial Information Provider (FIP) based on the user’s explicit
Electronic/Digital consent. No financial information of the user is retrieved, shared
or transferred by the Account Aggregator without the explicit consent of the user.
An AA merely acts as conduit between FIUs and FIPs and does not process the data.
AA framework will help to generate financial information for individuals and
proprietorship concerns and make them eligible for loans and transforming credit
penetration.
The Account Aggregator will help individuals to share their financial data with third
parties in a safe and secure manner and give them greater control over how their
data is being used.
The basic account aggregator model has 4 segments
1. Customer: Prospective or existing customer who wish to obtain financial or
any other services from the Bank.
2. Account Aggregator: acting as a consent manager or Financial Data Access
Fiduciary.
3. Financial Information Provider (FIP): institutions e.g. Bank, NBFC, Mutual
Fund Repository, Insurance Repository, Pension Fund Repository, Asset Management
Company etc., which provide data to FIU.
4. Financial Information User (FIU): an entity registered with and regulated by
any financial sector regulator, which consumes the data received from an FIP, e.g.
lending bank.
In order to leverage AA infrastructure and cut down the TAT for processing of loans,
Bank has onboarded the below mentioned Account Aggregators:
Perfios Account Aggregation Services Pvt. Ltd. (Product titled Anumati)
Finsec AA solutions Pvt. Ltd. (Product titled One Money)
Cookiejar Technologies Pvt. Ltd. (Product titled Finvu)
CAMS Financial Information Services Pvt. Ltd. (Product titled CAMSFinServ)
NeSL Asset Data Limited (NADL)
48
Dashboard Account Aggregator Services Pvt. Ltd. (Product Titled Saafe)
Standard Operating Procedure (SOP):
Presently Financial Information of Current, Savings and Deposit accounts of
individuals and proprietorship concerns can be fetched from FIP by an FIU,
going forward information on Insurance, Mutual Funds, PFRDA, GST and Income
tax etc. will be made available under AA ecosystem.
Branches, RLPs, MLPs, ROs, FGMOs and any other credit processing units can
fetch Financial Information of a prospective/exiting customer through any of
the Account Aggregator listed on the portal on UBINET.
Users can log in to the portal through domain login credentials for creating
request, check the status, fetch data and download the information.
Frontend portal is placed on Bank UBINet under->Departments->Digitization-
>Products>Account Aggregator.
Users shall ensure that an appropriate Purpose shall be defined while
requesting for the Financial Information of a Customer.
Users shall use Financial Information solely for the purpose for which such
information was provided as detailed under the Consent Artefact (“Purpose”)
and as per the Purpose assigned at the time of requesting the Financial
Information.
User has to download and save the data immediately after fetch initiation, as
the fetch information may not be available after 30 minutes.
How to use Frontend Portal:

Users can log in to the Account Aggregator portal by entering Domain User id
and domain password. On the Homepage there are four tabs are provided:
Click here to Create Consent: for creating consent
Click here to Check Transaction status: For checking the status of the consent.
Click here to Fetch Initiation: For fetching of the data as per consent
given.
Click here to Download raw report: For downloading the data fetched
STEP1: Creation of consent

User has to create consent by clicking on “Click here to create consent” tab from
the homepage:
Account Aggregator: User has to select the Account Aggregator from the list of
AAs’ given in the drop-down menu.
AA handle: If the customer is already registered with any of the AA’s provided in
the list, branch has to enter the AA handle the customer is registered with. If not
registered with any of the AA’s from the list, then the customer shall be advised to
49
download the choice of his/her AA application from play store / app store and then
provide the AA handle.
Type of Enquiry: User has to select the enquiry type as Deposit.
Customer Mobile No.: The mobile number to be provided on which the customer
wants to receive the SMS for giving consent.
Type of Customer: The type of customer to be selected whether the customer is
Existing Customer or New Customer.
Purpose of Consent: User has to mention specific purpose for which consent request
is being generated, for example: Loan enquiry or 360 customer view, etc.
Start Date/End Date: Date range needs to be provided for which the data is to be
sought. For now, the date range made available is for 6 months from the date of
enquiry. However, changes will be incorporated subsequently where any date range
can be chosen by branch user.
Save Consent: After entering all mandatory data, user will have to save consent
by clicking the Save Consent tab and data saved message will be displayed after a
successful submission of consent and application will be created by system.
Step 2: Check Transaction status
Select “Click here to check transaction status” from Home Page to check status of
Application by entering the application no.
Branch user will have to enter the Application number generated and on clicking
“Search Transaction Status” one of the following messages will be displayed:
• Application has been Accepted by Customer for getting his information, If the
customer has given consent.
• CONSENT_PENDING: If the customer has not attended to the consent message.
• CONSENT_REJECTED: If the customer has rejected the consent.
Step 3: Fetch Initiation
Select “Click here to fetch initiation” from Home and
In this step, “READY” message will be displayed in “Consent Status” if the
information is fetched successfully.
Step 4: Download raw report
Branch user has to enter the Application number and click on “Process Report” tab
for viewing the fetched financial information for the said period. Branch user has
to then click “Export Report to PDF” tab
50
CHAPTER-3
Responsible use of Social Media (Corporate Communication)
Introduction
Social Media is a new form of Media and it is the future of communication with
enhanced experience of information sharing such as text, photos, audio, video etc.
The mostly used social media platforms are Twitter, Facebook, YouTube, Instagram,
blogs and LinkedIn. Among these, approximate ten percent of the world’s population
is using Facebook and almost 500 million people log onto YouTube each month.
Financial institutions including banks now see these platforms as a medium to regain
and improve customer satisfaction and trust. Many of the banks are using these
platforms extensively for providing regular updates, on the other hand other banks
are still not active on social media. But as it is the need of the hour, banks can’t
keep them aloof from social media in this competitive era.
Social media can be used as a very good medium to collect relevant feedback related
to new initiatives, addressing customer needs and complaints with regard to branch,
product, initiatives, customers etc. Social Media can be used to increase brand
exposure, to know what people are saying about a brand, gaining competitive
intelligence, creating buzz for campaigns etc.
Objective
 Defining use of social media in alignment with Corporate Communication
Policy.
 Undertake social media audit to identify target, influencers, opinion makers
& key stakeholders of Union Bank on social media.
 Create strategy for integrating social channels as well as promoting
conversations, participation, partnership & contributions from target
audiences.
 Build the brand amongst target audience via digital channels & social media
platforms.
 Create content Strategies, including editorial calendar, strategize and support
events, launches & offers.
51
 Manage online brand reputation through customer response & crisis
communication.
 This policy outlines the standards required for staff to observe when using
social media, the circumstances to monitor the use of social media and the
related action in respect of breaches of the policy.
Union Bank Presence in Social Media
Bank has launched official presence in following social media channels:

• Facebook - For creating awareness around information published by the
bank and interacting with the audience via visually rich and engaging
content.
• Twitter - For operating as a real time channel for broadcasting offers, new
developments and initiatives, and for engaging influences, as well as
responding to customer care queries.
• YouTube - Creating interesting brand videos with a focus on new products,
offers, campaign stories to engage the audience and educate them.
• Instagram - To create brand image among our young and other Instagram
audience by promoting eye-catching and informative creatives and short
videos.
• Linked In - To build a strong presence in banking industry and boost our
reach by posting contents and blogs on our bank's recent activities time to
time.
Social Media Content Eligibility, Selection of Content and Approving Authority:
The artworks to be posted on Bank’s official pages/channels/handles are to be

approved by AGM, DBD. Following contents will be posted on our Bank’s Social
Media sites:
➢ Write up on the Bank covering its History and profile

➢ Photo/Video Gallery
➢ Special Offers / Campaigns in the Bank
➢ Live Streaming
➢ Latest changes in the product features due to regulations / innovations
➢ Financial Literacy
➢ Bank’s future Business plans
Union Connect (Social Media) Team
The ownership of social media is now with Corporate Communications Department

under the project “Union Connect”. A dedicated team of tech savvy officers having
good communication skill administers the social media pages on 24x7 basis. The team
monitors and manages contents and activities in sites continuously. Union Connect
52
team responds to comments and actionable updates within 12 hours. Union Connect
team manages the page from day one. Team deletes or suppresses negative content
relating to the products/services. Customer query answering or escalating the issue
to the right department for resolution is ensured.
Some comments are best dealt with on one-to-one basis where possible. As in the
‘real’ world, disagreements are best resolved away from the public gaze. Abusive
users (staff) will be reminded of social media policy while those with genuine
grievances will be referred to concerned vertical. In cases where number of
tweets/comments across all our social media pages/handles pertaining to any
subject in particular cross 50 in 30 minutes, then it will be escalated to GM/Head
RBMD. Every week summary of tweets will be given to GM/Head RBMD.
The key roles and responsibilities of Union Connect Team are as follows:
 Strategizing and executing the Social Media Initiative.
 Listening and participating in customers’ conversation.
 Reporting and Sharing of Social Media Information.
Responsibilities as a Bank Employee:

 Never disclose any commercially sensitive, anti-competitive, private or
confidential information about the Bank or its employees, customers or
business partners.
 Staff members should refrain from speaking on behalf of the Bank when not
authorized.
 If contacted by media about his/her social networking activities that relate
to the bank, he/she shall take necessary permission from the appropriate
authority before responding.
 In case any staff member gives opinion, he/she may present a clear disclaimer
that the opinion is solely of the user in his/her individual capacity and does
not represent Bank’s views.
 Any staff, who feels he/she has been harassed or bullied, or offended by
material posted or uploaded by a colleague onto social media website, should
inform HR department/Social Media Team. If found true, action can be
initiated against that person as per Bank’s Disciplinary Procedure.
 Staff members will not create e-groups that indicates to be an official group,
forum or channel of the bank.
 Publishing rumors and/or internal and/or confidential information about the
Bank or related third parties may lead to legal action against the issuer.
Some Ground Rules regarding information/ opinion/views about the Bank on
social media
 Duty to protect Bank against malicious content/campaign.
53
 Duty to unfriend/off-connect with malicious content.
 Duty to protect interest/reputation of the Bank.
 Duty to maintain accuracy & confidentiality of Bank’s offers/policies
 Failure of complying with Social Media Policy will be treated as violation of
service regulations of “Union Bank of India Officer Employees (conduct)
Regulations, 1976 with all amendments”.
Personal Usage of Social Media; Guidelines and Code of conduct

Bank permits & encourages the participation in social media websites for personal
usage subject to certain conditions:
1. Keep professional and personal lives separate

2. Do not upload, post, forward or post a link to any abusive, obscene,
discriminatory, harassing, derogatory or defamatory content.
3. It is strictly prohibited to create/promote any profile/group/community/page
on any internet site by using the logo or name of “Union Bank of India”. No
staff should become member of any such group or community unless that is
created or permitted by the Bank.
4. Staff members should comment on our Social Media pages in personal capacity
without harming the Bank’s reputation and/or compromising on its integrity.
5. Staff members should ensure that personal emotions /anger / frustrations
/grievances are not expressed on Social Media platform.
6. Do not post any adverse comment against management of the bank or business
process or strategies of the bank or policies of the bank on any internet
site/social media.
7. Do not engage in collusive behaviour on any internet site/social media, with
Bank’s competitors or employees.
8. No employee shall canvass for any donation, lottery or third-party
marketing/business promotional activities/affairs in Bank’s name on any
internet site/social media.
9. No employee of the Bank shall express any view on any internet site/social
media about the working of Union Bank of India or the business of Union Bank
of India or generally about Union Bank of India or any of its officials without
obtaining prior approval from competent authority.
10. Do not post/express any view or opinion on behalf of the Bank or by using
official capacity in the Bank and do not publish any official
information/circulars/ memorandum/documents etc. which are Bank’s record
and exclusive property.
54
11. Do not disclose any information such as address, telephone / mobile number,
bank account no email ids and passwords etc. about any employee or customer
of the bank on any internet site/social media.
12. Do not politicize professional discussions.
13. Comment should not be made or response should not be given in relation to
matters that are sub-judice, draft legislation or relating to other individual.
14. Staff members should pay due cognizance to view expressed in local language.
15. All information posted by the Bank including may be safeguarded by
trademarks, copyright and other legal measures available to the Bank. Users
should not copy, amend or in any other manner use the content posted by the
Bank without prior written permission of the Bank.
16. Sharing the content posted on the Bank’s Social media platforms/handles in
its Original Format is permitted. However, no person, legal or otherwise has
the right to use for monetary purposes, change, alter, modify, amend, revise,
publish, translate, copy or otherwise distribute any part or content uploaded
on the Bank’s social media channels, or link any the Bank’s other social media
channels of other website to this page, without prior written permission from
the Bank except as specifically enabled by the functionality of the social
media channel.
Digital Public Relation:

To promote the brand better on all social media platform to make a
considerable impact, sponsored ads will be placed in social media pages/handle,
as these are repository of personal information of prospective customers.
Bank's publicity materials like posters, banners, holdings etc. will be printed
with:
Like us on Facebook - facebook.com/UnionBankOfIndia
Follow us on Twitter - twitter.com/UnionBankTweets
Follow us on Instagram - instagram.com/UnionBanklnsta
Subscribe us on YouTube - youtube.com/c/unionbankofindiautube
Follow us on Linkedln - linkedin.com/company/unionbankofindia
Operational risk and risk mitigation
Legal, compliance, regulatory, operational, public relation and reputational

Issues are at the top of the list of potential social media risks and need to be
taken. All such issues arising wilt be dealt quickly by social media team in-
consultation with concerned vertical. Social media team will use pages in the
55
office complying IT security policy to avoid any malware attack. Social media
pages will not be allowed in bank PCs.
Certain negative trigger words will act as a filter to remove offending

comments and posts on Facebook by blocking, if users persist in posting
negative comments; we may permanently block them. We may also hide
comments when we feel they are unhelpful or potentially disruptive to our
community.
Negative exposure on social media sites, or inappropriate or unauthorized

action in the Bank's name, can result in lost trust and lost revenues. But
underlying these reputational risks lie several other types of serious risks like
strategic risk, business risk, regulatory risk, legal risk and market risk. In event
of a crisis, all the handles can be temporarily disabled to avoid negative
backlash. If not effectively mitigated, these risks can lead to serious negative
consequences including fraud, intellectual property loss, financial loss, privacy
violations and failure to comply with laws and regulations. Hence, guidelines
for staff have been issued before launch of social media.
56
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2024-25

Need for Digital Banking:

• Immediate Payment services (IMPS)

Initiatives of our Bank:

• Vyom with integrated UPI, m-passbook

Online Savings Account Opening Process:

Salient Features of Debit Card

All customers having SB account or Current account in individual name or

The instructions/guidelines on KYC/AML/CFT applicable to banks, issued

Customer/Account not eligible for Debit card

Business Debit card to Current account holder

Issuance of Debit Card

Multiple account access

Debit Card Variants

Debit Card Limit

Personal Accident Insurance Coverage

Debit Cardholders of the bank will be eligible for Personal Accidental

Schedule of Service Charges

Debit card usage transaction charges

Hot listing / Blocking of debit card

Liability of customers in unauthorized transactions

Call Centre: 1800 425 1515

Phone No. 040-24683219/3210/3220

Individuals whose gross annual income is Rs.1.80 lakhs and above.

II. U-Secure Credit Cards against Lien on Term Deposits:

III. Credit Cards to our Customers Availing Loan Facilities:

A. Pre-Approved Credit Cards (PACC) to ETB (Existing to Bank) Customers

Airport Lounge: Free airport lounge access to the cardholders at selected

One-time processing charges of 2% of transaction amount subject to a

Pre-closure charges shall be levied at 2% of the outstanding amount under EMI

Monthly Bill is generated on 25th of every month.

Payment can be made through UPI and Payment Gateway also.

1. Click on the link given Link: https://bit.ly/3eLPA7d

or give missed call on number 9289224012

or scan the below QR code:

Visa Credit Card Variants

VISA Platinum Card • 10.00 (Premium Borne by Card Holder)

VISA Gold Card • 5.00 (Premium Borne by Card Holder)

VISA Signature Card • 30.00 (Premium Borne by Card Holder)

VISA Business Platinum • NIL

Tap & Pay/Contactless Cards:

National Common Mobility Card

➢ RuPay National Common Mobility Card (NCMC) is a contactless Card, Initiative

National Electronic Toll Collection (Issuance of FASTAGs)

National Electronic Toll Collection (NETC) systems enable toll to be collected

International Travel Card

e-RUPI (Prepaid vouchers)

Prepaid Cards issuance through Digital Channels

Validity and Redemption

Point of Sale (POS)

Merchant acquiring application form: The application form must be

Negative List of Merchants

The Types of POS Machine

GPRS Wireless: An advanced movable PoS Model Communication using GPRS. It

Non-GPRS PoS (wired/PSTN): Regular PoS Model requires a telephone line to

M PoS (Mobile PoS): Advanced PoS Model. A combination of mobile based

Installation of Point of Sale

Enter details, select merchant turnover, type of terminal required, monthly

Installation request will be downloaded from Finacle by MAB Dept. on daily

Urban 5-6 48 Hrs.

Semi-Urban 6-7 48 hrs-96 hrs.

Rural 7-8 72 hrs-96 hrs.

Service Charges of POS

The de-installation request must be submitted by the merchant through a