ROLE GUIDE CUM CERTIFICATION MANUAL

ASSOCIATES
F 1

For Internal Circulation Only

L__________________________________________________________________________________ J
 FOREWORD

Dear Role Holder,

Role Based Certifications (RBCs) were introduced in our Bank in 2018 to equip our staff with the
knowledge and skills to face the increasing challenges in the Banking Industry. The concept has
received wide acclaim and has proved useful in providing focussed understanding of different
roles and the proficiencies required to handle them. The emphasis has been on equipping learners
with the practical applications along with the theoretical aspects of the subject. The number of
RBCs has also been increased with the demand of the times.

Based on inputs received from the participants and others associated with process, the manuals,
the training, and the evaluation methods have undergone changes in the past few years. With
the introduction of share-point, learners now have access, not only to the written matter, but also
videos, PPTs, Quizzes, Booklets and other matter which facilitates self-learning and makes
content easier to absorb. Chapters will now have the learning objectives at the beginning with a
few recap questions and sample case let at the end. This will serve to imbibe information better,
and learners will be able to understand its application in real-life situations.

We at Strategic Training Unit, are committed to equip our staff with the expertise required in
discharging their functions better, thereby ensuring customer satisfaction. This Role Guide cum
Certification Manual will provide insights into the role you are currently performing, provide you
with conceptual clarity and help in mitigating associated risks.

We wish you all the best for a successful and enriching journey in your current role. Stay safe and
healthy!

With Best Wishes,

CHIEF GENERAL MANAGER & HEAD (STU)
 CERTIFICATE PROGRAMME FOR ASSOCIATES

MODULE-A
LIABILITY PRODUCTS

State Bank Foundation Institute- Chetana, Indore

 A. INDEX ON LIABILITY PRODUCTS

Sl No Particulars Page No
1 Liability Products- Highlights & USP # 1
1.1 SB account and variants 3
3 CA and variants 6
6 Time Deposit and variants 10
10 Recurring Deposit (RD) Scheme 12
12 Multi Option Deposits Scheme (MODS) 13
13 Checklist & Frequently Asked Questions (FAQs) 14
2.1 SB account and variants (included SBI Rishtey) 14
2.2 CA and variants (included Startup CA) 20
2.3 Term Deposit & Special Term Deposit 24
2.4 Recurring Deposit Account 25
2.5 SBI Tax Savings Scheme 26
2.6 SBI Cap gains Plus 27

3 Risk and Compliance 29

3.1 Activation of Inoperative CA/SB 31
3.2 Term Deposit for Security Deposit Purposes 32
3.3 Banking Companies (Nomination) Rules, 1985 33
3.4 Banking Codes and Standards Board of India (BCSBI) 34
3.5 Consumer Protection Act’ 2019 (COPRA) 35
3.6 TDS provisions 36
Key Learnings Achieved 37
Important Circulars 38
Check Your Progress 39

# USP – Unique Selling Preposition

Sl Key Learnings Objective
No
1 Liability Products- Highlights and USP
To learn about importance of deposit as important source of funds for banks. To know
types of deposits, various deposits product and CASA and fixed deposits. To know
about the variants in SB, CA, MODS, Tax Saving deposit, RD etc. To know purpose
of a specific product and concepts of various products for handling customer queries
and doing marketing for liability products. To learn what are the benefits for
customers and what are benefits for banks for each of the product type.
New Products
SBI Rishtey - Family Savings Bank Account facility:
To adopt to “Family Banking concept”, this product has been introduced.
Shubharambh – Start-up Current Account:
This product has been introduced with enhanced features to promote Startup
Entrepreneurship.
2 Checklist & FAQs
To firm the knowledge gained and add the details on each of the product. To learn
operational aspects for handling transactions and processing workflow to fill the
knowledge gap. To know the legal aspects for special customers, non-individual
customers, variants in each product category. To learn how to allow payment and
closure of the accounts. This module act as a checklist to build the basic knowledge
already acquired.
3 Risk and Compliance
Various issues of operational risk and suggested risk mitigation for each of them
To know revised guidelines for activation of inoperative accounts and to alert the
operating staff for take due precaution for allowing transactions in inoperative A/c
To know revised guidelines for Term Deposit for Security Deposit Purposes and
how to handle payment or final disposal with a view to safeguard from potential
frauds in this area.
Banking Companies (Nomination) Rules, 1985
Banking Codes and Standards Board of India (BCSBI)
Consumer Protection Act’ 2019 (COPRA)
To create awareness about these laws applicable for customer handling and
providing excellent customer service and simultaneously preventing branch to face
any adverse action by any government authority/ regulators.
TDS provisions
To comply with TDS provisions under Income Tax Act and learn about recent
changes in this area.
 1. Liability Products- Highlights & USP

FAQ- Which are various types of deposit accounts offered by bank?

Saving Current
TDR/STDR RD MODS
Bank Account

• BSBD Account • SBI Surabhi

• SBI Rishtey • Startup CA
• Savings Plus Account • Realtors CA
• Pehla Kadam • Power Jyoti
• Pelhi Udaan
• Pehli Udaan SB CA
• Variants Variants

SBI Tax
Saving
CA variants
Scheme, SBI • Regular
Capgain Plus • Gold
• Diamond
• Platinum

1
FAQ- What is the nature of demand deposits?

Demand Time Bank

Deposits Deposits Deposits

Demand
Saving Current
Deposits
Account Accou
(CASA)
nt

Demand Deposits are those deposits which are repayable by the Bank whenever depositor
demands (e.g. Savings, Current or a combination of features of these accounts). The
funds are accessible through Branch Teller, ATM or Online Banking. Demand deposits
provide the money consumers need for paying daily expenses.

The account balances in these accounts are usually considered money and form the greater
part of the narrowly defined money supply of a country. The money supply of a country is
usually held to consist of currency plus demand deposits. Normally during times of financial
crisis, bank customers may withdraw their funds in cash, leading to a drop in demand
deposits and a shrinking of the money supply. The amount of cash reserves a bank is
keeping either in its vault or deposited with the Reserve Bank of India depends on the
amount of demand deposits the bank is holding.

USP:

1 Accounts may have a single or Joint owners or holders of accounts. Either owner
can operate, or joint owners can operate the account, or the account can be
operated through Power of Attorney.

2 Funds in the account can be withdrawn during the business hours through
cheques or beyond the business hours through ATM, INB etc. May have
minimum balance requirement.
3 Account can be closed any time without giving any prior notice. May earn interest
(very low) or no interest at all.

2
1.1 SB account and variants

1 SB account is SB accounts simply were developed for cultivating a habit of savings

suitable for among people. They earn less interest than the Time Deposits. It is
meant for individuals and not for business purposes.
2 How many There are restrictions on the number of times an account holder can
times one can withdraw money from the account without charge. There may be
withdraw restrictions in the amount of money that can be deposited in the SB
account (e.g., Minor account, Small Savings Account etc.)
3 How the Interest to be calculated on a daily product basis and credited to the
interest is account at quarterly intervals. Interest will be paid only if works out to
paid Re 1/- or more. It is paid in the month of June, September, December,
and March every year.
4 How to open With the improvement in technology and Identification process in
account India (e.g., Aadhar) a SB account can be opened through multiple
channels as under in next page.

5 Whether Nomination is available on all Savings Bank Accounts and the

Nomination account holders are advised to avail of this facility for smooth
Facility is settlement of claim by legal heirs in unforeseen circumstances.
available Nomination can be made in favour of only 1 nominee. Staff shall
properly educate all customers they meet, about the availability of
Nomination Facility. Nomination cannot be made in HUF accounts.

6 Any restriction Bank shall not deal in Virtual Currencies (VCs) or provide services for
is there for facilitating any person or entity in dealing with or setting VCs.
transactions
Savings Bank account must not be used for business purpose.
The operations in SB account are subject to Government of India
guidelines, if any, and rules of the RBI.

3
FAQ- How can one open SB account online?

Through YONO app

• INSTA DIGITAL Savings Account: YONO stands for You Only Need One. This app is part of
Project Lotus to simplify the procedures at the branch. A customer can download this app and
register as new customer and can open a singly operated account through YONO. It needs to
provide details including Aadhar and PAN / Form 60 (These documents are mandatory for
opening the account through YONO). Nomination is mandatory in the account and the
customer needs to visit the branch selected for biometrics verification only once before the
account becomes operational.
• Insta Plus Savings account through Video Customer Identification Process (V-CIP) has been
introduced to provide convenience to the new customers of opening a full KYC Savings Bank
account through Video CIP process with no requirement of visiting the Branch. The accounts
opened will be full KYC compliant and there will be no restriction on number and amount of
transactions in the account

FAQ- What are benefits to the customers and Bank for opening SB account-

Benefits to the Customer Benefits to the Banks

1. Inculcates a habit of saving. 1. It provides stable deposit for the bank. It is

imperative to open large number of Savings Bank
2. Money is withdrawable on demand accounts to mobilize stable deposits due to its
24x7 with cheque, INB and ATM inherent restrictions on number of withdrawals for
facility encouraging habit of savings.

2. It is a source of low-cost deposit. With large number

3. ATM, Mobile banking and INB make
it possible to not carry cash
everywhere or more than what is
required in the pocket/ at Home.
3. A Savings Bank account could be the beginning of a
4. While money is available for meeting
daily expenditure, the surplus
provides
low but steady interest. For
higher
interest, the amount can be
converted into Fixed Deposits.
of SB accounts higher deposits can be garnered,
which, if deployed properly could lead to higher Net
Interest Margin and higher profit for the Bank.
fruitful lifelong banking relationship with a customer
(Banker for Life) e.g., if you open a minors’ savings
account and he or she continues to bank with us over
period of years. After he / she becomes an adult, we
should be able to take care of all their banking needs
and thus expand our deposit base, loans and other
income portfolio.
4
SB Variants
Basic Savings Bank Deposit Account (BSBDA) & BSBDA- Small

BSBDA BSBDA Small

USP For Financial Inclusion and access to Banking Services for a vast section of
population
KYC To be No OVD. Only declaration.
complied The accounts are initially valid for 12 months only.
If the customer submits proof of having applied for KYC
documents, the account will be allowed to continue for a further
period of 12 months.
If the customer submits KYC documents, the account should be
converted to BSBD/ Regular SB account at the discretion of the
customer.
No transactions should be permitted after 24 months if the customer
fails to submit KYC documents. In such cases, the account should be
closed.

SBI Rishtey
USP To adopt “Family Banking concept” and facilitating family members of customers
to open Savings Bank accounts with differentiated features from Regular Savings
Bank Account with the objective of offering competitive features on our Salary
Package

Pehla Kadam & Pehli Udaan Accounts

USP These accounts offer a complete bouquet of banking products, that will not only
help children learn the importance of saving but will also allow them to
experiment with the 'buying power' of money. They are replete with features like
Internet Banking, Mobile Banking, etc. which will not just acquaint children with
the different channels of modern-day banking but also teach them the nuances of
personal finance.

Savings Plus Account

USP Savings Plus Account is a SB Account linked to Multi Option Deposit Scheme
(MODS), wherein surplus fund above a threshold limit from the
Savings Plus Account is transferred automatically to Term Deposits
How this Any surplus funds in the account exceeding the threshold limit, for a
function minimum amount of Rs.35,000/-and minimum resultant balance of Rs
25,000/- are transferred as Term Deposit.
Sweep In Minimum Rs 10,000/- and in multiples of Rs 1000/- in any one instance.

5
1.2 Current Accounts and variants
FAQ- What are operating conditions for maintaining CA.
Current Account (CA) means a form of demand deposit, wherefrom withdrawals are allowed
any number of times, depending upon the available balance in the account or up to an agreed
amount.
Borrowers where the exposure of the banking system is less than ₹5 crore: There is no
restriction on opening of current accounts or on provision of CC/OD facility by banks.

Borrowers where exposure to the banking system is ₹5 crore or more: Such borrowers can
maintain current accounts with any one of the banks with which it has CC/OD facility,
provided that the bank has at least 10 per cent of the exposure of the banking system to
that borrower. Other lending Banks can maintain only collection accounts that too within the
conditions prescribed in the circular.

No interest is allowed on current account

balances. Bank levies a quarterly / yearly
charge, depending upon the type of
account, for non- maintenance of the
stipulated minimum balances.
The operations of the account may
continue even after the death of the
authorized signatory in the account
(e.g.
Company Account, Trust Account
etc.)

The facility of Nomination is In case the customer availing credit

available for current accounts facilities from other
opened in the name of banks, NOC from the existing
Individuals & Proprietary bank (as per self-declaration) is required.
concerns.

While opening a current account, the

branch should obtain undertaking As per PML Act and Rules 2002
from the applicant to the effect that and RBI’s extant KYC instructions,
they are not enjoying any credit no introduction required for opening
facility with any other Bank. CA.

6
FAQ- How to open CA.

Common Account Opening Forms for Non- Individuals: The Common Account Opening
Form has also been uploaded on Bank’s website sbi.co.in (PATH: SBI.CO.IN >> SME TAB
>> CURRENT ACCOUNT PRODUCTS AND SERVICES >> DOWNLOAD ACCOUNT
OPENING FORM.) and on State Bank Times (PATH: INFO.SBI >> MY WORKPLACE >>
DEPARTMENT 1 >> CURRENT ACCOUNT LIABILITY PRODUCTS >> NEW ACCOUNT
OPENING FORM FOR NON-INDIVIDUALS).
Online Current Account Opening Process: Online Current Account Opening Facility
Phase-II has been launched in which Current Account opening for all entity types can be
completed in Branch INB Interface.

FAQ- Whether minors can open CA.

1 CA should NOT be opened in the name of, or on behalf of a minor, without a

reference to the controlling authority, unless a guardian of the property (not merely
of the person) of the minor has been appointed under the Guardians and Wards Act.

2 A minor attains majority at the age of 21 when, (a) he is of foreign domicile, (b) a
guardian of his property or person has been appointed by the Court, or (c) his
property is under the superintendence of a Court of Wards. In other cases, minority
ceases at the age of 18. The guardian must not be allowed to draw on the account
after the minor has come of age or after his death.
3 In no case, should a minor be allowed an overdraft. An overdraft to a guardian may
only be allowed under the authority of the controlling office and, ordinarily with the
sanction of the Court.

FAQs
Can we transfer personal current account in one branch to another SBI branch?
Yes, it is allowed.

Can a customer convert be saving a/c to current a/c?

No, customer must open new current account as both the accounts have different
nomenclature and rules of governing the accounts.

7
FAQ- What does it mean with Beneficial Owner -

The beneficial owner, as per Rule 9 (3) of PML Amendment Rules 2013 is determined as
under:

i. Where the customer is a company, the beneficial owner is natural person(s), who,
whether acting alone or together, or through one or more juridical person, has/ have
a controlling ownership interest or who exercises control through other means.
Explanation- For the purpose of this sub-clause
 "Controlling ownership interest " means ownership of or entitlement to more
than 25% of shares or capital or profits of the company.
 "Control" shall include the right to appoint majority of directors or to control the
management or policy decisions including by virtue of their shareholding or
management rights or shareholders agreements or voting agreements.
ii. Where the customer is a partnership firm, the beneficial owner is the natural
person(s), who, whether acting along or together, or through one or more juridical
person, has/ have ownership of / entitlement to more than 15% of capital or profits
of partnership.
iii. Where the customer is an unincorporated association or body of individuals, the
beneficial owner is the natural person(s), who, whether acting along or together, or
through one or more juridical person, has/ have ownership of or entitlement to more
than15% of the property or capital or profits of such associations or body of
individuals.
Explanation: Term 'body of individuals' includes societies. Where no natural person
is identified under (a), (b) or (c) above, the beneficial owner is the relevant natural
person who holds the position of senior managing official.
iv. Where the client is the trust, the identification of the beneficial owner(s) shall include
identification of the author of the trust, the trustee, the beneficiaries with 15% or more
interest in the trust and any other natural person exercising ultimate effective control
over the trust through a chain of control or ownership.
v. Where the client or the owner of the controlling interest is a company listed on a stock
exchange or is a subsidiary of such a company, it is not necessary to identify and
verify the identity of any share holder or beneficial owner of such companies.
vi Where the client is a SHG, The Office Bearers E.g. President, Secretary and/
or Treasurer or the Group Leaders will be the beneficial Owners

Where the client is Hindu Undivided Family (HUF), the beneficial owner is the
natural person(s), who is the Karta of the HUF.

8
FAQ- Which are different CA Variants and what is Unique Selling Preposition (USP)

I. Regular Current Account (MAB Rs 5,000/-)

II. Gold Current Account (MAB Rs 1,00,000/-)
III. Diamond Current Account (MAB Rs 5,00,000/-)
IV. Platinum Current Account (Rs 10,00,000/-)
(Details are given later in the same module)

Shubarambh – Startup This product has been introduced with enhanced features to
Current Account promote Startup Entrepreneurship.
SBI Surabhi Deposit To sweep and reverse sweep into/from Term Deposit in
Scheme Current Account/Savings Bank Account

POWER JYOTI To provide fee collection facility for institutions through our
core banking branches
POWER JYOTI (PUL)

Realtors Current Account

Account 1: Realtors Current Account for

receipt of 100% Collections.
[Auto transfer to Account 2 & 3 in the ratio
70:30 at end of day (EOD)]

CA for Realtors under RERA Act 2016 (Specifically

designed for depositing the minimum 70% of Realtor’s
Collections from Investors & Buyers)

Account 3: Realtors CA for Day to

Account 2: Realtors CA for Day operations for receiving 30%
deposit of minimum 70% of of Collections (funds to be
Collections (funds to be transferred from Account 1).
transferred from Account 1). This However, Realtors may decide for
account will be registered with transfer of 30% of Collections to
RERA Authority their other Operating CC/OD
account instead of CA No.3

9
1.3 Time Deposit and variants

FAQ- What is the nature of time deposits?

1 Time Deposit are those deposits which has a specified date of maturity. It is an interest-
bearing Bank deposit and payable at fixed maturity date. The accounts serve to store
liquid funds for a fixed period for future use.

2 The deposit is made either once or periodically. This can be opened by Individuals,
Businesses and Government departments.

3 Cannot be withdrawn before the maturity date or may be withdrawn subject to penalty
before the maturity date.

4 No ATM Card is available. No cheque book or routine transactions are allowed.

5 The interest rate payable to SBI Staff and SBI pensioners will be 1.00% above the
applicable rate. The rate applicable to all Senior Citizens and SBI Pensioners of age 60
years and above will be 0.50% above the rate payable for all tenors to resident Indian
senior citizens i.e., SBI resident Indian Senior Citizen Pensioners will get both the benefits
of Staff (1%) and resident Indian Senior Citizens (0.50%).

6 An account opening form is required to be filled by the customer(s) along with pay-in–slip.
Cash or Cheques are accepted for funding of the Term Deposits.

7 If PAN is not available in the CIF, for amount of more than Rs 50,000/- Form 60 is to be
obtained. Similarly, if aggregate amount (for amounts below Rs 50,000/-) of the customer
in a financial year is more than Rs 5 lakhs, Form 60 is required from the customer if PAN
is not quoted.

8 Recording of Maturity Mandate at the time of opening of deposits, for the disposal of
proceeds on maturity is mandatory. Maturity Mandate can be changed by the customers
any time during the period of the deposit. An SMS advising maturity date and obtaining
mandate for disposal of deposits is also sent, if mobile number is recorded in the
account.
9 In the absence of a demand for payment or instruction to the contrary on or before the
date of maturity, the deposit will be renewed/ continued to be renewed for the similar
period(s) at the then prevailing rate of interest.
10 Premature Closure is allowed subject to penalty: a) For Retail Term Deposits up to Rs.5.00
lacs the penalty for premature withdrawal will be 0.50% (all tenors). b) For Retail Term
Deposits above Rs.5.00 lacs but below Rs.1 Crore, applicable penalty will be 1% (all
tenors).

10
FAQ- What are benefits to customer and bank for opening time deposits?

Benefits to the Customers Benefits to the Banks

1. Inculcates a habit of long-term 1. It provides stable deposit for the bank. It

savings.
2. Funds may be withdrawn on demand
24x7 with Internet Banking and ATM
facility in variants of Term Deposits.
provides banks the necessary funds to lend
money to other individuals or entities. It is
imperative to open large number of Term
Deposit Accounts to mobilize stable deposits
due to its inherent restrictions on withdrawal.

3. ATM, Mobile banking and Internet
Banking make it possible to transfer
large amount to SB account and use
withdraw.
4. Funds are available to meet
expenditure; the surplus provides
higher and steady interest than
Saving account.
2. A Term Deposit account could also be the
beginning of a fruitful lifelong banking
relationship with a customer (Banker for Life!)
e.g., if you open a minors’ Term Deposit
account and he or she continues to bank with
us over period of years. After he / she becomes
an adult, we should be able to take care of all
their banking needs and thus expand our
deposit base, loans and other income portfolio.

FAQ- How the taxation is handled for time deposits?

The Bank is required to obtain Permanent Account Number (PAN) of the

customer or declaration (not being a Taxpayer) in Form No. 60 or 61 as per the
I.T. Act (vide Section 39A) from the person opening the account.

Interest on Term Deposits is subject to income tax. Exemptions are allowed

under certain conditions as specified under the Income tax Act 1961. Depositors
may furnish Form 15H or 15G in duplicate to receive interest without tax
deduction at source (TDS).

• Form 15H/15G is not acceptable when total interest payable by the Branch to a
customer exceeds Rs.50,000/-. The Bank will issue TDS certificates for the tax deducted.

11
Variants/ Special Schemes & USP

SBI Tax Savings Scheme’ 2006

To enable our customers to place long term deposits to earn higher rate of interest and to
avail the tax benefits under section 80C of Income Tax Act, 1961
SBI Capgains Plus
Bank is authorized by the Income Tax Department to accept deposits under Capital Gains
Accounts Scheme’1988 (CGAS) representing capital gains or sale proceeds of long-term
capital assets. (Only public sector banks can offer this deposit scheme). Sections 54, 54B,
54D, 54F, 54G and 54GB of the Income-tax Act, 1961, provide for exemption of capital
gains tax for a seller if the seller / assesses utilize the amount of capital gain or net
consideration for specified purposes.
Term Deposit Receipt (TDR) Interest will be paid out at a regular frequency, (Monthly /
Quarterly/ Calendar quarter basis as per Customer’s requirement). Principal will be paid
out only at the time of maturity.
Special Term Deposit Receipt (STDR) Instead of Interest being paid out at a regular
frequency, Interest is compounded at quarterly intervals, reinvested & paid out only at the
time of maturity.

1.4 Recurring Deposit (RD) Scheme

RD is a product to provide a person with an opportunity to build up saving through regular
monthly deposits of fixed sum over a period.

FAQ- How the delayed payment of instalment for RD are treated.

A service charge will be levied on RD accounts paid out on or after the date of maturity,
wherein there is default in payment of three or more consecutive instalments and the account
has not been regularized.

Tenor/ Situation Penalty

period 5 years and less
period more than 5 years
6 consecutive instalments are not
received
In case the depositors fail to pay an
instalment for a calendar month
Rs.1.50 for every Rs.100 per month.
Rs.2.00 for every Rs.100 per month.
Account must be closed. Penalty shall not
exceed the interest paid to the depositor.
No reminders will be sent by the Bank.

12
1.5 Multi Option Deposits Scheme (MODS)

FAQ- What the features of MODS?

SBI Multi Option Deposit Scheme (MODS) are Term Deposits linked to the Savings or
Current Account (individual). Unlike normal Term Deposits, MODs can be partially/ fully
liquidated. Anytime customers need funds. The balance amount in MODs continue to earn
the Term Deposit rates applicable at time of initial deposit.

Rate of Interest payable

is as per Term Deposit
Nomination - Available,
Loan Facility- Available for respective tenor.

It is a
Combination of
TDS applicable SB account & Tenure
Minimum- 1 year
as per IT Rules
TDR/ STDR. Maximum- 5 years

Deposits are
completely
liquid.

Premature
withdrawal
allowed or auto
withdrawal
through CA / SB

Minimum Amount for MOD Creation - Rs. 10,000/- (in multiple of Rs. 1,000/- each
thereafter).

Maximum Amount - No Limit

13
 2. Checklist & Frequently Asked Question (FAQs)

2.1 SB account and variants

FAQ- How the operations allowed in SB account?

Operations The account may be operated through cheque or without cheque (Illiterate
and Account holder or Minor Account holder). The account can be opened and
ownership operated by a single individual or two or more individuals together.

How the The number of cheques that a customer gets free of charge from the Bank for
withdrawal personal use is limited. Beyond this free number the bank may charge for
is allowed additional cheques. There may be restriction on the withdrawal from ATM
depending upon the type of Debit card available with the
account.
Income Tax The interest earned on SB accounts up to Rs.10000 per financial year is exempt
applicable from Income Tax.
Whether Minors can open Savings Bank accounts either singly or jointly with his/ her
minors can guardian or by guardian alone on behalf of his/ her minor ward.
open SB
Who can Individuals can open SB account as it falls under the purview of Indian Contract
open SB Act 1872, therefore only those persons who meet the criteria (e.g., KYC etc.) can
open SB account. The criterion is further subject to other laws and guidelines for
Anti-Money Laundering (AML) etc. Any person fulfilling account opening
requirements may, upon agreeing to comply with the prescribed rules, open a SB
Account, provided he/ she furnishes Officially Valid Documents (OVDs) like Proof
of Identity and Proof of Address, as required by the Bank. A Savings Bank Account
may be opened by:

A single person in his or her name or two
persons in their joint names, payable to:
i) Either or Survivor
ii) Former or Survivor
iii) Latter or Survivor
iv) Both or Survivor
v) Both jointly
By more than two persons in their joint
names payable to:
i) All of them or the survivors or the last
survivor.
ii) Any one or more of them or survivors
or the last survivor.
iii) A person during his/her lifetime or
survivors jointly or the last survivor.

14
 SB Variants

FAQ- How the operations in Basic Savings Bank Deposit Account (BSBDA) &
BSBDA- Small are allowed.
BSBDA BSBDA Small
USP Minimum balance- Nil, Number  The aggregate of all credits in a financial
of deposits- No limit year does not exceed Rs. 1 lac.
 The aggregate of all withdrawals and
transfers in a month does not exceed Rs.
10000.
 Foreign remittances are not allowed into
such accounts.
 The balance at any point of time does not
exceed Rs. 50000. If at any time the
balance exceeds Rs 50,000/- or the total
credit summations during the year
exceeds Rs 1,00,000/-, further
transactions should not be allowed. Such
accounts should either be converted to
BSBDA or Regular SB accounts on
submission of KYC documents.
Services Deposit and withdrawal of cash at branches as well as ATMs; receipt/ credit
offered of money through electronic payment channels or by means of deposit/
collection of cheques drawn by Central/ State Government agencies and
Departments. Only Basic RuPay Card will be issued.
Whether i. First 10 cheque leaves FREE in a financial year.
Cheque ii. Thereafter:
book is a. 10 leaf cheque Book at ₹. 40/- + GST
allowed b. 25 leaf cheque Book at ₹. 75/- + GST
c. Emergency Cheque Book: ₹ 50/- + GST for 10 leaves or part thereof.
However, Senior Citizen customers are exempted.
What are Maximum 4 withdrawals including withdrawals at own ATMs and other Bank’s
withdrawals ATMs and other modes including RTGS, NEFT, Clearing, Branch cash
restrictions withdrawal, Transfer, Internet debits, SI, EMI etc. Withdrawals counting
beyond 4, in a month permitted at a cost of Rs. 15/- + GST per withdrawal.
Any A declaration from the customer Self-attested photographs and declaration on
declaration will have to be obtained that address proof.
required he/she is not having a BSBDA
in any other bank. Holders of
BSBDA will not be eligible for
opening any other SB account
in the bank.

15
What about Can be converted to BSBDA. NA
existing Saving Whenever customer submits
Bank Account request for conversion of
regular Saving Bank Account
to BSBDA, the account
should not be closed only the
product code needs to be
changed in CBS
Non-financial Our Bank: Free
Transactions Other Bank: Free
Transfer Transactions: Free (Branch and Alternate Channels)

FAQ- How the Personal Accident Insurance cover is available to SB customer.

A Personal Accidental Insurance product designed by SBI General Insurance Company for
our Savings Bank Account holders has been launched for Savings Bank account holders. All
Resident Indian between the ages of 18 years to 65 years who are Savings Bank Account
holders can pay an annual premium by debit to their Savings Bank Account and get Personal
Accidental Insurance (Death only) cover.

FAQ- How the operations in Pehla Kadam & Pehli Udaan (Minor’s Account) are allowed.

USP Pehla Kadam Pehli Udaan

Eligibility Minor of any age Minors above the age of 10 years a nd

who can sign uniformly
Max Balance Rs. 10 lacs in the account

Mode of Jointly with the Parent or Singly operated

Operation Guardian as the primary
With Enquiry rights and limited With Enquiry rights and limited transactions
Internet transactions like-Bill payment, like- Bill payment, Opening e-TDR/e-
Banking Opening e-TDR/e- STDR/e-RD, STDR/e-RD, Inter- Bank funds transfer
Inter-Bank funds transfer (NEFT (NEFT only) and Issue Demand Draft Per
only), & Issue Demand Draft. Per day transaction limit of Rs.5,000/-
day transaction limit of Rs.
5,000/-
KYC Date of Birth proof of the Minor + Date of Birth proof +KYC document of
Requirements KYC of the Parent. Liberalised for minor. Liberalised for Low-Risk category.
Low-Risk category.

16
Cheque book Personalised cheque book Personalised cheque book
Photo ATM- Child’s photo embossed ATM- Photo embossed ATM-cum-Debit with
cum-Debit Card cum-Debit Card with withdrawal/ withdrawal/ POS limit of Rs. 5,000/-will
POS limit of Rs.5,000/. Card will be issued in the name of the minor.
be issued in the name of the
minor and Guardian.
Mobile Banking With viewing rights and limited With viewing rights and limited transaction
transaction rights like: rights like- Bill payment, Top -ups, IMPS.
Bill payment, Top-ups. Per day Per day transaction limit ofRs.2,000/-
transaction limit of Rs.2,000/-

Sweep Auto sweep facility with a minimum threshold of Rs.20,000.

Sweep in multiple of Rs 1,000with a minimum ofRs.10,000
Value Added Feature(optional)
PAI for Parent Personal Accident Insurance Cover (offered by SBI General) for the Parent
Child Plan (iin case of Pehle Kadam account only).
Smart Scholar Ch Child Plan offered by SBI Life with inbuilt premium waiver benefit and
loyalty additions to fulfil the child’s dreams.

FAQ- How to provide photo ATM card to Pehla Kadam and Pehli Udaan customers?

- ATM card with photo can be provided to Pehla Kadam and Pehli Udaan account for the
accounts, which are opened properly with the concerned product code by choosing the
details provided in CBS Manual.

FAQ- How to get Pehla Kadam and Pehla Udaan Application Forms?

- There is a check box provided in our regular SB a/c opening form for individuals where the
customer may choose his option from pehla kadam/ pehli udaan if the a/c is opened under
minor category.

FAQ- What is the rationale behind Inter-Bank funds transfer NEFT only but not third-
party transfers in SBI accounts from Internet banking of Pehla Kadam and Pehli Udaan
Accounts?

- Internet Banking transfer facilities provided to pehla kadam accounts is for facilitating
payments to education institutions, payment of fees etc. only.

17
FAQ: What are the various salary package accounts in the Bank

The Bank is focusing on Corporate Tie-ups with reputed Corporates and Institutions for providing
banking services to their employees, to increase market share in Personal Banking portfolio,
boosting CASA deposits and enhancing fee-based income by upselling retail business/ customer
value enhancement business

Customisation of Packages (CSP) For Different Target Groups

The product has been customized into different packages according to the target groups as under:

Sl. Package Target Groups

No
i. Corporate Salary Regular employees of Private/ Public Sector Corporates, Undertakings,
Package (CSP) & Private Institutions, Promoter/ Founders/ Co-founders of Startups etc. and
Start Up Salary on rolls Contractual Employees of the Bank as well as Private/ Public/
Package (SUSP) Govt. Sector Corporates/ Institutions/ Departments.
ii. State Government Regular employees of State Government and Union Territories and
Salary Package regular
(SGSP)
iii Central Government Regular employees of Ministries and Departments of Central Government
Salary Package including Defence civilians, employees of (RBI), (NABARD) and
(CGSP) Autonomous Bodies/ Academies/ Councils listed in GOI Directory and
CAG of India website
iv Railway Salary Employees of Indian Railways, Konkan Railway Corporation, Metros of
Package (RSP) Bangalore, Kolkata, Mumbai, Delhi, Lucknow, Dedicated Freight Corridor
Corporation of India and other forthcoming Metro Rail Corporation.
v Police Salary Police personnel of Central, State Governments and Union Territories,
Package (PSP) and employees/ Jawans of Home Guards.
vi Defence Salary Personnel of Army, Air Force, Navy, Assam Rifles, Rashtriya Rifles,
Package (DSP) Special Frontier Force, General Reserve Engineer Force (GREF) and
Border Roads Organization.
vii Central Armed Police Personnel of Central Armed Police Forces viz., (BSF), (CISF), (CRPF),
Force Salary Package (ITBP), (NSG) (SSB) (RPF)/ Railway Protection Special Force (RPSF)
(CAPSP)
viii Indian Coast Guard Personnel of Indian Coast Guard
Salary Package
(ICGSP)
ix. Reimbursement Employees maintaining Salary Account under Corporate Salary Package
Current Account (CSP)/ Start Up Salary Package (SUSP) to get credit of various
(RCA) reimbursements other than salaries paid by the employer
Basing upon the net salary / rank, each salary package variant has its own benefits viz Loans,
Overdraft facility, Auto sweep facility etc. along with free ATM Cards, Multicity cheque Books, PAI
etc. and concessions in processing charges, interest rates, Margin requirements etc.

18
SBI RISHTEY

Family Savings Bank Account facility “SBI Rishtey” facilitating family members of customers to
open Savings Bank accounts with the objective of offering competitive features on our Salary
Package. (Refer Circular No.: NBG/PB/C^ITU-SP/8/2021 - 22 dated- 16th Feb 2022 for annexures)

19
2.2 CA and variants

FAQ- Who can open CA.

Individuals
/ Joint
Banks, Hindu
Liquidators, Family Proprietorship/
Executors and Partnership
Administrators firms

Trust/Clubs / Entities
Associations / who can Private &
Societies of open CA Public
other fiduciary Limited
nature
Companies
Government
Departments or Bodies,
who for performance of
their functions depend
on Budgetary Allocations

 Municipal Corporations or Committees, Panchayat Samiti, State Housing Boards,

Water & Sewerage Boards, State Textbook Publishing Corporations or Societies,
Metropolitan Development Authorities, State/District level Cooperative Housing
Societies, etc., any political party or any trading/business or professional concern,
whether such concern is a proprietary or a partnership firm or a company or an
association.
 Any institution, irrespective of the fact that it is a Government Department, Semi-
Government or Quasi-Government Body, which receives grants, loans or subsidies
from the Government is said to depend on budgetary allocation.
 Local bodies like Municipal Corporations, Zilla Parishads, Taluka Panchayats and
Gram Panchayats are given grants in the nature of ‘compensation and assignments’,
which also form part of budgetary allocation, although taxes collected by these bodies
are not covered under the definition and scope of budgetary allocation of Central and
State Governments.

20
 FAQ- Which are different CA Variants and facilities available in each of them.

FEATURES REGULAR GOLD DIAMOND PLATINUM

MAB Rs. 5,000/- Rs.100,000/- Rs.5,00,000 Rs.10,00,000/-
Free Rs 5 lakhs per Rs. 25 lakh per Rs. 100 lakhs per Rs. 200 lakhs per
monthly month (Inclusive of month (Inclusive of month (Inclusive of month (Inclusive of
cash deposited in
Cash cash deposited in cash deposited in cash deposited in
CDM, Recycler,
Deposit limit CDM, Recycler, CDM, Recycler, CDM, Recycler, GCC, Home & Non-
GCC, Home & Non- GCC, Home & Non- GCC, Home & Non- Home Branches) #
Home Branches) # Home Branches) # Home
Branches) #
Free cheque 50 per month 300 per month 700 per month 1500 per month
leaves Thereafter, ₹3/- + Thereafter, ₹3/- + Thereafter, ₹3/- + Thereafter, ₹3/- +
GST per Cheque
GST per Cheque GST per Cheque GST per Cheque
leaf
leaf leaf leaf
NEFT/ RTGS Normal Charges Unlimited Free
(Free in
Internet/ Mobile
Banking)
Demand Normal Charges *50 drafts free Unlimited Free Unlimited Free
Drafts per month
Charges for Rs.500 + GST per Rs. 2000 +GST per Rs. 4000+GST per Rs. 8000+GST
Non- month month month: if MAB : if MAB <Rs.
maintenance of <Rs. 2,50,000 5,00,000
Minimum Rs. 2000+GST per Rs. 4000+GST
MAB month: if MAB per month: if
(per month) >Rs. 2,50,000 MAB >Rs. 5,00,000
Max. Cash Rs 5 Lakh per day* (system will allow this with supervisory override at Non- Home
Deposit Branches)
Cash withdrawal Free for unlimited amount (At Home Branch)
charges

Cash Max. Limit: Up to Max. Limit: Up to Max. Limit: Up to Max. Limit: Up to

withdrawal Rs. 1 lakh per day Rs. 1 lakh per day Rs. 1 lakh per day Rs. 1 lakh per day
Charges at (self only) Free # (self only) Free # (self only) Free # (self only) Free #
Non-Home
Branch
SMS Alerts Free Free Free Free
#Cash Deposit Charges Beyond free limit ₹0.75 per ₹1,000/- + GST Minimum ₹50/- + GST
Maximum ₹20,000/- + GST
*Currency Chest/CAC Branches: Currency chest branches and CAC linked branches will accept cash from
non-home branch customers without any limit.
21
FEATURES POWER JYOTI POWER JYOTI (PUL)
Eligibility Any institution / firm / company, etc., desirous of countrywide collection of
fee/funds from multi location outlets.
Mode of Operation:1 SINGLE, 2 POWER OF ATTORNEY,3 ALL AC HOLDERS
OR SURVIVORS 4 OTHERS 5 LETTER OF AUTHORITY
Facility Any type of fees / funds like university / college / School fee, competitive
examination fee, funds from dealers/sub dealers/sales outlets etc. can be
collected through any of our Branches.
MAB, Rs. 50,000/- Rs. 50,000/-
Penalty for
non- Rs.1,000/- +GST Rs.1,000/- +GST
maintenance
Penalty for Up to 14 days of opening – NIL After 14 days- Rs 1000/-+GST After 1 year to 5
a/c closing years of opening of account- Rs.500/- + GST Beyond 5 years of opening-Free
A/c Keeping ₹ 550/-+GST p.a. ₹ 550/-+GST p.a.
Chg.
Charges per Rs. 60/- +GST per transaction. Discretion vested with CGM of the Circle to reduce
transaction charges by Rs. 20/- per challan. Nil Cash Handling Charges.
Cheque Cheque book facility not available. The Institution can transfer the required
book facility balance through authorization/sweep
Collection - Not available Available
INB
Documents Terms and conditions such as adherence to the KYC procedure, obtaining
Required photograph (wherever necessary) / IT PAN / Form 60 sending of letter of thanks,
as applicable to ordinary current account will be applicable.
Other Any type of fees like School/ college The Circle to forward the
features /university fee, competitive examination fee requirement of individual
etc. can be collected. corporate/institution, regarding the
Journal No. (Host Trace Number) would be details in the field names (MIS) to
entered in the challan copy given to the GITC, CBD Belapur for
remitter. This number will be appearing in the parameterization, which would
statement and can be viewed by the generate a fee type no. and
Institution through statement/CINB. intimate the Circle. The branch
would, thereafter, open the Power
Jyoti account (Product code:
5091-2421)

22
Shubharambh Startup Current Account

While setting up a new Entrepreneurship Venture, a promotor faces a lot of challenges such as
limited resources, limited reach and limited support and one among them is a conducive
Banking Account. Bank has launched new product to cater these needs as under -

No Particulars Product Code: 5011 2471

1. Eligibility Entity:
i i) Private Limited Company
ii ii) Limited Liability Partnership
iii iii) Registered Partnership Firm
2. MAB Rs.20,000/-. There is no need to maintain MAB up to 12
calendar months from account open month
3. Non-Maintaining No charges up to 12 calendar months from account open
of MAB Charges month. Thereafter Rs.1000/- per month +GST
4. Cheque Books 100 cheque leaves free p.m., thereafter, Rs.3/- per leaf +
GST
5. Cash Deposit Rs.15 Lacs per month free including cash deposited at
Home, Non-Home and CDM/Recycler. Thereafter, card
rates.
6. Cash Deposit at Rs.5 lacs per day.
Non-Home
Branch
7. Cash withdrawal Unlimited Free
at Home Branch
8. Cash Withdrawal Rs.1 Lac per day
at Non-Home Br
9. POS Machine i. Waiver of installation charges.
ii. 20% Concession on monthly rental of all types of POS
Machine.
10. CINB Facility Free: View & Transactions Right Allowed
11. RTGS/NEFT Free through CINB, at Branch Normal Charges
12. DD/BC Free up to 10 DD/BC per month. Thereafter,
Normal Charges
13. Statement of First Time Free. Thereafter normal charges.
Account
14. SMS Charges Free
15. All other charges As per card rate
related with CA
Change of existing CA (Normal CA i.e. Regular, Gold, Diamond, Platinum etc.) to
Shubharambh Startup Account is allowed.

23
 SBI Surabhi Deposit Scheme
FAQ- How the operations in Surabhi Deposit are conducted?
It is suitable Corporates /Institutions/Trusts/Small & Medium Enterprises who
for manages the PF/any other trust account of their employees
Tenor allowed Minimum- 7 days, Maximum- 36 months

How the Amount of sweep: Threshold limit for auto sweep Rs. 1,00,000/-
operation in Minimum Sweep Amount: Rs.1,00,000/- in multiples of Rs. 10,000/-
the account Resultant Balance: Rs.1,00,000/- Multiple of Rs 1000/- above threshold limit,
allowed Reverse sweep: - Last in First Out (LIFO) in case of inadequate balance in
current Account / savings account. Term Deposit broken will be paid interest
with premature withdrawal rule
Interest Rate As applicable to Term Deposit

Loan facility No overdraft/ loan facility

MAB Current Account Rs. 10,000, Saving Account – As per regular SB Account.

2.3 Term Deposit & Special Term Deposit

FAQ- How the operations in TD and STD are conducted?
Term Deposit Special Term Deposit
Who can open Can be opened by individuals, partnership firms, private and public limited
companies, HUFs/specified associations, societies, trusts etc.
What is tenure Min. 7 days, Max. 10 years Min. 6 months, Max. 10 years
offered
How much Min. Rs 1000/-, Max. No Limit
amount allowed
Whether TDS is Interest on Term Deposits is subject to income tax. Exemptions are
applicable allowed under certain conditions as specified under the Income tax Act
1961. Depositors may furnish Form 15H or 15G in duplicate to receive
interest without tax deduction at source (TDS).
Closure / Premature closure of Term Deposit is normally allowed. The rate of
Premature interest payable will be the applicable rate (at the time of opening the fixed
Closure deposit account) for the period for which the deposit has run less penalty
of 1%. The penal provisions for premature closure are subject to change
from time to time and may also vary with deposit schemes
Whether loan Up to 90% of the principal amount Loan up to 90% of principal and
facility is of Term Deposit. accrued interest is available against
available Special Term Deposit

24
How the disposal If a Term Deposit (TD) matures and proceeds are unpaid, the amount left
of amount is done unclaimed with the bank shall attract rate of interest as applicable to
on maturity savings account or the contracted rate of interest on the matured TD,
whichever is lower. The maturity proceeds will be credited to the current/
savings bank account if it exceeds Rs.20,000/-.
How the interest At monthly / quarterly / half-yearly The interest on the STDR is
is paid / yearly mode. compounded at quarterly intervals
and principal and interest are paid on
maturity.

2.4 Recurring Deposit (RD) Scheme

FAQ- How the operations in RD are conducted.
Eligibility Can be opened by individuals, partnership firms, private and public limited
companies, HUFs/specified associations, societies, trusts etc.
Tenure allowed 1 year to 10 years
Installment Min. Rs 100/-, Max. No limit
TDS TDS is applicable. Form 15G/H can be submitted by the depositor to get
exemption from Tax deduction as Income Tax Rules
Closure Pre-mature withdrawal is allowed, and penalty is applicable.
Loan Facility Loan / Overdraft available up to 90% of the balance in RD
Disposal on The maturity proceeds will be credited to the current/savings bank
Maturity account of the depositor along with interest if exceeding Rs.20,000/-.
Interest Interest calculated on monthly basis and paid on maturity.
Payment
FAQ- Customer wants MOD print out from branch with stamp and sign on it for every
MOD, how to handle the same?
TDR/ STDR print out is simple advice not a negotiable instrument. The total balance of
MODs is shown in SB account.
FAQ- Two customer have a fixed deposit with mode of operation either or survivor
and maturity instruction auto renew principal and interest. In case one of the
customers is deceased and the survivor customer want to close the fixed deposit on
any date other than the maturity date then what procedure should be followed?
If the operating instruction is ‘either or Survivor’ and one of the depositors expires before the
maturity, no pre-payment of the fixed/term deposit may be allowed without the concurrence
of the legal heirs of the deceased joint holder. This, however, would not stand in the way of
making payment to the survivor on maturity.

25
 2.5 SBI Tax Savings Scheme’ 2006 (SBITSS)

FAQ- How the operations in SBITSS are conducted.

Type of TD/ STD

accounts
Who can open Resident Indians for himself/ herself as an individual or in the capacity
of the Karta of the Hindu undivided family, having Income Tax
Permanent Account Number (PAN). The joint account shall be issued
jointly to two adults or to an adult and a minor.
Tenure allowed Min. 5 years. Max. 10 years
Amount allowed Min. Rs 1000/-, Max. Rs 150,000/- (per year)
TDS applicable TDS is applicable. Form 15G/H can be submitted by the depositor to
get exemption from Tax deduction as Income Tax Rules
Closure / Shall not be closed before lock in period of 5 years from the date of its
Premature receipt. After completion of 5 years, premature closure will be allowed
Closure as per terms and conditions applicable to Term Deposit
Loan Facility Loan not available during the lock in period of 5 years. After 5 years as
allowed per the extant instruction of Term Deposit (TD)/ Special Term Deposit
(STD). Term Deposit shall not be pledged to secure loan or as security to
any other asset.
How the In the absence of specific instructions from the customer, a Term
disposal is done Deposit on maturity is automatically renewed for the same period at
on Maturity the rate of interest prevailing on the date of maturity. The maturity
proceeds will be credited to the current/savings bank account of the
depositor if exceeding Rs.20,000/-.
Interest payablePayment of interest at monthly / quarterly / half-yearly / yearly mode, if
opened under TD. The interest is compounded at quarterly intervals
and principal and interest are paid on maturity for account opened
under STD.
Because of In the event of death of first account holder in case of joint account, the
death of first other holder of the deposit shall be entitled to encash the deposit
account holder before its maturity/ within lock in period by making an application to the
Branch, supported by proof of death of the first holder of the deposit.
Transfer to The deposit may be transferred from one branch, from which it has
another branch been issued, to another branch, on the depositor making an
application, at either of the two branches.
Transfer to Term Deposit shall not be transferred to another Bank.
another Bank

26
2.6 SBI Capgains Plus

FAQ- How the operations in SBI Capgains are conducted.

SB Account (Deposit Account-A) Term Deposits (Deposit Account- B)
The deposit made under account-A The deposit made under account-B shall be in the
shall be in the form of savings deposit form of term deposit with an option to the
and subject to the other provisions of depositor to keep the deposit as cumulative or
this Scheme. non-cumulative deposit.
Tenor Not exceeding 2 to 3 years from the date of transfer of original asset
allowed depending upon application section of the capital gains.
Any Senior Senior citizens will NOT be eligible for additional interest.
Citizens/Staff Payment of higher rate of interest on deposits from members of the Bank’s
benefit staff / pensioners is NOT permitted under this Scheme.
Charge or The amount shall NOT be placed or offered as security for any loan or
alienation guarantee & shall not be charged or alienated in any manner.
Conditions NO Cheque book or ATM card is issued for CapGains SB account.
INB facility with viewing rights only, no transaction rights permitted.
Cash withdrawals only up to Rs.25,000. Withdrawals above Rs.25,000
allowed only by way of issuance of a crossed Demand Draft / Banker’s
Cheque drawn in favour of the person to whom depositor intends to
make payment.
In the event of the assesses not utilising the amount for the specified
purposes, before the date of furnishing the return, then the Act provides
for the assesses to deposit such sum in specified banks and defer
utilisation of the sum as laid down under the Act but within clearly defined
timelines.

FAQ- How to close SBI Capgains account in death case

- If nomination is registered: the nominee, shall make an application to the deposit office in
Form H with the approval of the Assessing Officer who has jurisdiction over the deceased
depositor and the Branch shall pay the balance amount of the deceased depositor including
amount of interest accrued, by crediting such amount to any bank account of the nominee.
If no nomination is registered: the legal heir of the deceased depositor shall make an
application to the deposit office in Form H, with the approval of the Assessing Officer who
has jurisdiction over the deceased depositor, the deposit office shall pay the balance
outstanding by crediting account of the legal heir. Before granting the approval Assessing
Officer shall obtain succession certificate, probate of will or letter of administration.

27
 Eligible
Applicants
• a) Resident Individuals, Body of
individuals
• b) Non-individuals like Hindu
Undivided Family (HUF), Sole
Proprietorship firms;
Partnership firms, Companies,
Association of persons etc.
• c) Non-Resident Indians (NRIs)
• d) Resident but not Ordinary
Resident (RNOR)
• e) Artificial Judicial persons who
have capital gains, taxable in
India.
Closure/ Premature
Payment
• Closure of Savings bank Account
(Account – A) and closure of
TDR/STDR (Account – B) allowed
before maturity. (Proceeds to be
credited to CapGains SB -
Account- A only).
• At the time of final closure of all
accounts the depositor will have
to produce specific authority
letter/ certificate from the
Income Tax Officer having
jurisdiction and the closure
would be allowed on the terms
mentioned in the letter of
authority.

Loan facility against this deposit is NOT

available.
This can neither be accepted as margin money
for non-fund based nor as collateral to any
type of credit facilities
TDS shall be deducted as per applicable.

Interest as applicable to
SB and Term Deposits Minimum
Nomination for respective Rs. 1,000
available maturities - Irrespective in case of
up to 3 of ticket size (i.e., no Cap Gains
nominees differentiation between Term
regular & bulk Deposits
deposits).

28
3 RISK AND COMPLIANCE

Sl No Problems / Risk Solution / Mitigation

SB accounts opened for For opening of SB accounts, the govt dept must
Government / Quasi Govt. Depts submit an authorization letter from the respective
1 without obtaining authority letter of Central/ State Govt/budget/ grant/ subsidy allocating
the concerned Govt. Dept Dept. to open a Savings Bank Account.
Multiple CIFs of home branch and Take the project Ganga Error reports and do the
non-home branch has not been necessary rectifications.
2 de-duped / merged into single CIF

KYC updation is overdue based Notice to be sent to the customer to update the KYC
on risk categorisation of the requirements. Partial freeze in the account may be
3 accounts imposed after 3 months from 1st notice. Only credits
into the accounts are allowed.

Individual customers where PAN Obtain PAN and update the same in CBS- Customer
number and form-60/61 are not Management-Amend Screen and in the filed
4 available/ not recorded in CBS “Income Tax PAN” In the absence of PAN, form
60/61 to be entered in Deposit/ Amend tabbed
screen.
Individual customers with invalid Rectify PAN details in CIF amend screen and click
PAN numbers on fetch to verify the PAN details. ❖ The PAN
5 entered in the CIF should be of the same customer,
if not then it may be treated as invalid PAN

Accounts of Non-Personal Option 1 - Existing account to be closed and a new

customers opened under current account to be opened under a new non
Personal-Public-Others personal CIF. Option 2 - Branch can lodge a service
6 desk request for change of CIF type or open a new
CIF correctly and link with the accounts

Customers, where Mobile No. is Customer Management-Amend-Customer Details

7 blank in CBS and record mobile no. in the field “Mobile Number”.

List of customers where risk Contact the customer by sending notices and
category code is blank identify the correct risk category or these accounts
8 must be marked as High-Risk for pending KYC
updation.

29
 List of deposit accounts where ❖ All Accounts to be opened invariably with
nomination has not been recorded Nomination, if the Customer does not wish to
in CBS nominate customer has to be explained about the
benefits of Nomination facility. Where Account
Holder does not desire Nomination and the relative
field is marked N in CBS, his/her specific intent
thereto has not been recorded - To be recorded in
Register and updated in CBS ❖Some accounts for
9 e.g.: Capital Gains Accounts require manual
updation of Nominee Details. This must be ensured
by the service manager Path in CBS as under- Go to
Screen No 7000: Amend Deposit Tabbed Screen in
Tab Miscellaneous Option: Select Nomination as
Yes, then go to Screen No 7050 enter account
Number in drop down Select Option N: Nominee
Required and update the details

Inoperative accounts activated in KYC to be updated for the “Inoperative Accounts” in

last one year without updating CBS before activation. KYC updation to be
10 KYC details authorised first and there after debit in the account is
to be allowed.
Probable ineligible savings bank - Non-government organizations having business or
non govt. Accounts trading activity cannot open SB account. After
11 intimating the customer, open current account and
close the SB account.
Small Accounts Where Credit Tiny account must be closed, and normal savings
12 Summation Is Greater Than 1 lac account must be opened after proper checking
During the Last Year

Other savings bank deposit a/c After opening BSBDA account, normal savings
under same CIF not closed within account to be closed within 30 days.
13 30 days from the opening of BSBD
a/c
Small accounts with balance Obtain full KYC documents and convert the small
14 exceeding Rs.50000 account into normal SB account.
Small accounts opened prior to 24 Obtain full KYC documents and convert the small
months continuing without account into normal SB account
15
converting it to BSBD/ regular SB
account
Further transactions allowed even Please be guided as per AML/CFT guidelines (either
16 after 24 months from the date of account must be converted to normal savings
opening of small accounts account or close the account)

30
3.1 Activation of Inoperative CA/ SB

(A) When the customer approaches the Branch for activating the Inoperative
Account
(i) Where the Inoperative Account is
KYC non-compliant and KYC
updation is due/not due.
(ii) Where the Inoperative Account is
KYC compliant and KYC updation is
due.
(iii) Where the Inoperative Account is
KYC compliant and KYC updation is
not due.
Under no circumstances, the activation of Inoperative
account will be permitted without obtaining fresh KYC
documents and updation of KYC in CBS as per
prevailing KYC guidelines/SOP at the material time,
irrespective of the risk profile of the customers, even
in case of Low Risk Customers where there is no
change in identity and address of the customer, the
Branch will ensure that extant KYC documents are
obtained and KYC updation is done in CBS in addition
to due diligence measures as mentioned in the
Master Circular.

(B) When the customer does not approach the Branch for activating the Inoperative
Account and the Cheque is presented through third party/ Clearing
i. The SWO will confirm the transaction from the drawer, by calling on the registered mobile
number (available in CBS), will also ask the customer to submit latest KYC documents as per
prevailing KYC guidelines/ SOP at the material time and ask the customer to update the KYC
through available various prevailing modes as per SOP of KYC. The Branch is to follow all the
steps mentioned in Sl. 8 (a) (i) to (vii) of Master Circular. Under no circumstances, the
activation of Inoperative A/c will be permitted without obtaining fresh KYC documents and
updation of KYC in CBS. Even in case of Low-Risk Customers where there is no change in
identity and address of the customer, the Branch will ensure that extant KYC documents are
obtained and KYC updation is done in CBS.
ii. Every effort to be made to contact the customer, duly documented to obviate the
future complaints, to make the account KYC compliant/ carry out the KYC updation
before activating the Inoperative Account. If the customer fails to provide/ update the KYC,
then “No transaction is allowed, and the branch will return the cheque
mentioning the reasons thereof”. However, return of cheque will be the last recourse.
iii. The Branch to send a letter to the customer asking to update the KYC details for activation
of Inoperative Account where the Branch fails to contact the customer, or the customer fails to
provide the latest KYC documents for KYC updation.

31
3.2 Term Deposit for Security Deposit Purposes

Opening/ Maintaining of Deposit Account

• The application for issue of Term Deposits for security deposit purposes shall be
accompanied with Declaration Form (Annexure) duly signed by the Applicant
applying for such Deposit.
• Only Special Term Deposit (STD) with auto renewal option will be opened under
CIF of Customer.
• Amend “Account Names” field to include name of Beneficiary, Depositor and
Contract Reference Number before printing of Advice (Name of Beneficiary, A/c-
Applicant and Contract Ref Number should be printed on Advice).
• Mode of Operation to be set as ‘Letter of Authority’ (Screen No. 7050-7151)
• Set Message with ‘Message Reason-Care-Security Deposit’ (Screen No. 9096)
• Hold (Lien) to be marked in favour of Beneficiary in CBS (Screen No. 9093) with
Hold Reason – ‘22. Any Other’ and Additional hold details as ‘Security Deposit’.
• No Loan/Advance shall be made against the deposit.
Release/ Payment of Deposit
• Mandatory submission of duly discharged Special Term Deposit Advice for
payment to Applicant (Depositor) along with a letter from authorised official of
Beneficiary to the Bank permitting release/payment of the amount to the Applicant
(Depositor).
• Payment shall be made as per instructions from Beneficiary on claim. Government
Departments sometimes refuse to discharge Deposit Advice, which are eventually
not lodged with them. Release/ Refund of the amount to the Applicant (Depositor)
in such cases may be made against a letter from the Government Department
concerned disclaiming their interest in the deposit.
• While removing hold (lien) and making payment, letter reference number of
Authority permitting release/payment of Deposit in favour of Applicant (Depositor)
or Beneficiary should mandatorily be keyed in, in the system and kept along with
vouchers.
• Duplicate Advice will be issued at the request of Depositor along with letter from
Beneficiary for issue of Duplicate Advice.
• Genuineness of letter issued by Beneficiary to the Bank or discharge of Term
Deposit advice shall be ensured (e.g., by personal visit or telephone call) and same
shall be duly recorded on the Advice under signature.
• Final disposal of the deposit shall continue to be governed by the applicable extant
payment instructions.

32
3.3 Banking Companies (Nomination) Rules, 1985

Such nomination must be made in the prescribed manner, the Central Government framed,
in consultation with the Reserve Bank of India, the Banking Companies (Nomination) Rules,
1985. These Rules, together with the provision of new Sections 45ZA to 45ZF of the Banking
Regulation Act, 1949 regarding nomination facilities were brought into force with effect from
1985.
The Banking Companies (Nomination) Rules, 1985 which are self-explanatory, provide for: -
i. Nomination Forms for deposit accounts, articles kept in safe custody and contents of
safety lockers.
ii. Forms for cancellation and variation of the nominations.
iii. Registration of Nominations and cancellation and variation of nominations, and
matters related to the above

In case Customer declines to fill in nomination, advantage of nomination facility should be

explained. If the customer still does not want to nominate, specific letter to the effect that he
does not want to make a nomination should be obtained. In case customer decline to give
such letter, the fact should be recorded in account opening form. Under no circumstances,
account opening should be stopped solely on the ground that the customer refused to
nominate.

Do’s and Don’ts:

Do’s:

i. The customer should be educated about the importance of having a Nominee in his/her
account. Concerted efforts should be made to attempt that the Nomination facility is availed
in all new accounts. If the customer still does not want to nominate, specific letter to the effect
that he does not want to make a nomination should be obtained.
ii. Efforts should also be made to contact existing account holders who have so far not availed
off the facility and they may be requested to do so.
iii. Signature of the customers would be invariably verified.

iv. Acknowledgment should be provided to customers.

v. Nominations forms should be properly stored.

Don’ts:

i “Nomination should Not be made in favour of Non-Individual”.

33
3.4 Banking Codes and Standards Board of India (BCSBI)

Why? Stipulated by RBI to implement a comprehensive code of conduct for fair

treatment of customers.

How? It functions as an independent and autonomous body.

Who? Membership is voluntary and open to SCBs, RRBs, UCBs and SFBs.

The BCSBI was registered as a society under the Societies Registration Act, 1860 in
February 2006.

The Code of Bank's Commitment to Customers of BCSBI sets minimum standards of

banking practices for banks to follow while dealing with individual customers. BCSBI along
with IBA has evolved following two important codes:

Codes of Bank’s Commitments Codes of Bank’s Commitment to

to Customers - This Code applies
to all the products and services,
whether they are provided by
Bank branches or against acting
on Bank behalf, whether across
the counter, over the phone, by
post, through interactive
electronic devices, on the
internet of by any other method.
Micro & Small Enterprises – This
Code related to Applications,
Credit Assessment, Sanction
/Rejection, Post Disbursement,
Non-Fund Based Facilities,
Financial Difficulties, Nursing
Sick MSEs and Debt
Restructuring, Security
Repossession Policy & Deposit
Accounts related to ME&SE.

34
3.5 Consumer Protection Act’ 2019 (COPRA)

Consumer Dispute Redressal Commission: If a consumer feels aggrieved, he has to

complaint to Consumer Dispute Redressal Commission. Three tiers of Consumer
Dispute Redressal Commission have been established.

i) District Consumer Disputes Redressal Commission:

It is established by State Government. There may be one or more District Commission in a

district as per the discretion of the State Government. Each District Commission consists of at
least three members including President. District Commission had jurisdiction to entertain
complaints where the value of the goods or services paid as consideration is up to one crore
rupees. Every proceeding before the District Commission is deemed to be a judicial
proceeding. Any person aggrieved by an order made by the District Commission may prefer
an appeal against such order to the State Commission on the grounds of facts or law within a
period of forty-five days from the date of the order.

ii) State Consumer Disputes Redressal Commission: It is established by State

Government. It may function at the State Capital or other place as notified by the State
Government. Pecuniary limit for State Commission for entertaining complaints is more than
rupees one crore but not exceeding rupees ten crore. It also entertains appeals against the
orders of any District Commission within the State. Any person aggrieved by an order made by
the State Commission may appeal against such order to the National Commission within a
period of 30 days from the date of the order.

iii) National Consumer Disputes Redressal Commission: National Consumer Disputes

Redressal Commission is established by the Central Government. It is also known as National
Commission. It is situated in National Capital Region. National Commission has the
jurisdiction to entertain complaints where the value of the goods or services paid as
consideration exceeds rupees ten crore. Any person aggrieved by an order made by the
National Commission may appeal to Supreme Court within a period of 30 days from the date
of the order.

The complaint may be admitted by the District, State of National Commission only if it is filed
within two years of cause of action. If anyone does not comply with the order of District, State
or National Commission he may be punished with imprisonment for a term of one month to
three years. There is provision of fine of Rs. 25, 0000 – Rs. 1 lac. Both punishment and fine
may be imposed on the defiant person.

35
3.6 TDS provisions

TDS is deducted as per guidelines issued by the Govt. of India from time to time. For
details, latest Guidelines / Circular on TDS issued by FRT Deptt. should always be
referred. Tax liability on interest on Term Deposits will arise for the year in which it accrues.
Tax is deducted when the total interest paid/accrued on Term Deposits including on
Recurring Deposits during a year exceeds the prescribed limit (Threshold for non-deduction
of TDS on interest on deposits has been increased to Rs 40,000/- for resident individuals
w.e.f. 01.04.2019 and Rs. 50,000/- for Senior citizens in a Financial year w.e.f. 01.04.2018)
at the whole Bank level. However, in case of Interest payable to Non-Residents, TDS on
NRO Special Term Deposits (STDRs) shall be applicable on accrual basis every year on
31st March or at the time of maturity/renewal which occurs first, in line with domestic STDRs.
The application of TDS in respect of NRO Term Deposits with pay out options (Monthly/
Quarterly / Half-yearly/Yearly) i.e., TDS will be deducted at the time of interest pay out.

Permanent Account Number (PAN)-

Under Section 206AA of the Income Tax Act, the rate of TDS is higher of 20% or the
applicable rate in all cases where valid PAN is not quoted by the recipient [except on
payment of interest under section 194LC or to Non- Residents not being a company
or Foreign Company, subject to prescribed conditions (as may be notified by Income
Tax Department)].Further, the declaration filed in 15G and 15H is not valid unless the
person filing the declaration furnishes his valid PAN in such declaration. Therefore, branches
should make extra efforts in persuading the customers to provide their PAN.

Section 206AB- applicable from 01.07.2021

Special provision for deduction of tax at source (other than TDS u/s 192, 192A, 194B,
194BB,194LBC or 194N) for payments made to specified person (non-filers of ITR). TDS
shall be deducted at higher of the following rates -Twice the rate specified in relevant
provision; or
-Twice the rates in force; or
-At rate of 5%
This will be applicable on TDS deducted by Bank on various sections (viz.
194A, 194C, 194H, 194I, 194J, 194,193, 195).
Specified person means.
- Not filed ITR for 2 previous years; and
- Aggregate of TDS & TCS => Rs. 50,000 in each of these 2 previous years.
This provision is also applicable to non-residents who have a PE in India.

36
Key Learnings Achieved

(i) Demand Deposits are those deposits which are repayable by the Bank whenever
depositor demands. Accounts like Savings, Current or a combination of features of these
accounts are classified as demand deposits. Such types of accounts are also called as
checking accounts. The funds are accessible through Branch Teller, ATM or Online Banking.

Demand deposits provide the money consumers need for paying daily expenses. If
depositors were required to notify their financial institutions before withdrawing funds, the
depositors would have challenges making everyday purchases and paying bills.

(ii) Common Features of Demand Deposits:

1. May have a single or Joint owners or holders of accounts.

2. Either owner can operate, or joint owners can operate the accounts, or the account
can be operated through Power of Attorney.
3. Funds in the account can be withdrawn during the business hours through cheques
or beyond the business hours through ATM, INB etc.
4. May have minimum balance requirement.
5. Can be closed any time without giving any prior notice.
6. May earn interest (very low) or no interest at all.

(ii) Time Deposit are those deposits which has a specified date of maturity. It is an interest-
bearing Bank deposit and cannot be theoretically withdrawn before the maturity date. The
accounts serve to store liquid funds for a fixed period for future use. Time Deposits provide
banks the necessary funds to lend money to other individuals or entities.

(iv) Features of Time Deposits:

 The deposit is made either once or periodically.
 Cannot be withdrawn before the maturity date or may be withdrawn subject to penalty
before the maturity date.
 The maximum maturity allowed by RBI is 120 months (except GOI products)
 No ATM Card available. No cheque book or routine transactions allowed.
 The interest earned is Taxable at Source under the Income Tax.
 Loan against such deposits is available.
 Interest is accrued/paid in the account at the rate prevailing on the date of opening of
account for the said maturity. Interest is applied at quarterly intervals for compounding
in case of Special Term Deposits.

37
Reference/ Important Circulars

1 Master Circular on Savings e-Circular No.: NBG/PBU/LIMA-SB/25/2020 - 21

Bank Account dated: 18th Mar 2021 Annexure
2 Master Circular on Current e-Circular No: NBG/SMEBU-LIP/69/2014 – 15
Account dated 25.03.2015
3 Master Circular on Term Circular No.: NBG/PBU/LIMA-TD/24/2020 - 21
Deposits dated:15th Mar 2021 Annexure
3 Current Account e-Circular No.: NBG/PBU/LIMA-MISC/23/2020 - 21
Average Monthly Balance dated: 26th Feb 2021
4 SOP for opening Non- e-Circular No: NBG/TBU-LTP/38/2018 – 19 dated
Individual Current Accounts 29.01.2019
5 Realtors Current Account e-Circular No: NBG/TBU-LTP/9/2018-19 dated
21.05.18
6 SOP on activation of e-Circular No: NBG/PBU/LIMA-
Inoperative Current and MISC/20/2021 - 22 Dated- 6th Jan 2022
Savings Bank account
7 Term Deposit for Security e-Circular No.: NBG/PBU/LIMA-TD/19/2020 - 21
Deposit Purposes dated: 18th Dec 2020
8 Presentation of Passbook for e- Circular No.: NBG/PBU/LIMA-SB/26/2019 - 20
Cash Payment dated: 5th Mar 2020
9 Savings Bank accounts e-Circular No.: NBG/PBU/LIMA-SB/13/2020 - 21
Option for passbook facility dated: 11th Sep 2020
10 SB accounts: interest rate on e-Circular No.: NBG/PBU/LIMA-SB/1/2020 - 21
rupee deposits dated: 9th Apr 2020
11 Nomination Facility e-Circular no-NBG/PBU/LIMA-
NOMINATION/9/2020-21 dated 29/7/2020
12 New Current Account e-Circular No.: NBG/TBU-LTP/23/2021 - 22
Variants dated- 25th Jan 2022
13 Safe Deposit Lockers/ Safe e-Circular No.: NBG/PBU/LIMA-SDL/21/2021 - 22
Custody Articles Facility dated- 20th Jan 2022
Revised Guidelines
14 Master Circular Salary e-Circular No.: NBG/PB/C^ITU-SP/6/2021 - 22
Packages: CSP/ SUSP/ dated- 20th Jan 2022
RCA/ DSP/ CAPSP/ ICGSP/
CGSP/ SGSP/ RSP/ PSP
15 Salary package accounts e-Circular No.: NBG/PB/C^ITU-SP/8/2021 - 22 dated- 16th
Family savings account Feb 2022
New product “SBI Rishtey”
16 New Current Account e- Circular No.: NBG/TBU-LTP/25/2021 - 22 dated- 3rd
Product Variant: Mar 2022
Shubharambh - Startup
Current Account
38
Check Your Progress

1. Minimum tenor for Special Term Deposit

a) 7 days c) 3months
b) 6 months d) 1 year

2. Maximum amount of deposit under SBI Tax Savings Scheme?

a) No limit b) Rs 50,000/-
c) Rs1,00,000/- d) Rs1,50,000/-

3. What is the Minimum and maximum tenor in Surabhi Account?

a) 12 months / 36months
b) 6 months / 12months
c) 7 days / 36months
d) 7 days / 60months

4. Transactions allowed in BSBDA Small account for months.

a) 12 months
b) 24 months
c) 60 months
d) No such time.
5. The cycle of sweep in the sweep parameters is to be given as as decided by
the customer in the case of SB Plus account
a) Weekly c) Monthly
b) Either A or B d) Not required

6. In Savings Plus Account, what is the minimum and maximum period of MOD?
a) 6 months and 10years
b) 1 year and 10years
c) 1 year and 5years
d) 6 months and 5years

7. In Power Jyothi A/c, collection of Funds is through

a) Branches only b) Internet Banking only

b) CSPs only d) Both 1 & 2

39
 8. If a customer is not willing to nominate anyone, what options are available-
a) account cannot be opened in such case.
b) the fact of customers choice may be mentioned in record and account may be continued.
c) specific letter to the effect that he does not want to make a nomination
should be obtained.
d) b or c

9. What is the Minimum Average Balance (MAB) required for Shubarambh Start Up Account
during initial 12 months?

a) 20000
b) 35000
c) 50000
d) No need to maintain MAB

10. In SBI Rishtey, maximum how many individual accounts can be linked as Family Savings
Accounts with primary Salary Account Holder’s Account

a) 5
b) 4
c) 3
d) Any number

Answers:

1 2 3 4 5
b d c b c

6 7 8 9 10
c a d a b

*************************

40
 CERTIFICATE PROGRAMME-ASSOCIATES

MODULE-B
RETAIL ASSETS PRODUCTS

State Bank Foundation Institute ‘Chetana’, Indore

1|Page
 MODULE B
INDEX
Sl No. PARTICULARS PAGE NO.

1 Key Learning Objectives 3

2 Basics of Advances and Retail Loan Products 3-5

3 Marketing of Asset Products 6

4 Home Loan Variants 7-16

5 Auto Loan Variants 17-21

6 Education Loan Variants 22-26

7 Gold Loan Variants 27-29

8 Xpress Credit Variants 30-33

9 Pension Loan Variants 34-35

10 Other Demand Loans 36

11 FAQs 37-46

12 Implication from risk and compliance point of view 47-48

13 Case study, Key Learning points, Check your Progress, 49-55

14 Check list of Retail Assets 56-62

2|Page
 1. Key Learning Objectives
 To offer Right product to the Right customer
 To explain the USPs of the product to the target group
 To reduction of TAT
 To increase in Business under Retail Segment
 To develop understanding about key concepts of Retail assets products
 To Know various products and process in Retail segment

2: Basics of Advances and Retail Loan Products

State Bank of India aims at providing affordable retail loan products for meeting credit needs
of the Indian nationals, NRIs and Persons of Indian Origin, and people belonging to every
economic stratum, for fulfilling their lawful aspirations in accordance with the Bank’s judgment
of loan repayment capacity of the borrowers.

Urbanisation, increase in disposable incomes along with growing aspiration levels and
consumerism provides significant business potential to market Housing and other P-
Segment Loans. Our brand value, fully computerised extensive branch network and large
customer base also enable us to leverage these strengths to garner a higher share of the
tremendous growth potential in this sector.

PBBU and REHBU asset products encompass product lines like (i) Home Loans (ii) Auto
Loans (iii) Education Loans (iv) Personal Loans. The first three product lines are for
acquisition/ financing of a specific product. The fourth product line is general purpose or non-
specific, including loans like flood loans. Similarly, Education Loans, Reverse Mortgage
Loan, Loan against Pension etc. address the credit needs of different age groups of the
population. However, the Bank does not give loans for speculative purposes. The Bank aims
at being No. 1 player in Retail Loan market by adopting the following strategies:

● Launching innovative and customer friendly products with value added features to improve
our product profile and to suit the specific requirements of various target clienteles.
● Ongoing review and modification of existing Schemes
● Periodic updation of instructions, scheme-wise, to improve awareness about the products
at the branches
● Periodic training of operating personnel on an ongoing basis to hone their product
awareness as also marketing skills
● Thrust on marketing High Value and Big Ticket Loans
● Special focus to establish tie-ups with Central/State Governments, reputed corporations
and other important institutions for granting P-Segment Loans to their employees
● Entering into tie-ups with various reputed builders, auto manufacturers, auto dealers, etc.
● ‘Schemes targeted at specific customer groups with concessional interest rates,
processing fee and margin.
3|Page
 ● Special delivery platforms like Personal Banking Branches, Personal Banking Division,
NRI Branches, Specialised Housing Finance Branches, Home Loan Sales Team (HLST),
and Multi Product Sales Team (MPST) for aggressive marketing.
● Centralised Processing Centres (RACPCs / RASMECCs) set up for quick processing and
sanction of loan.
● Adequate discretionary powers with various functionaries for sanction as also for
improvement in pricing to reduce the Turnaround Time
● Strengthening of business sourcing capabilities through development of new business
sourcing channels including cyber channels, individuals and institutional marketing
consultants, marketing associates, loan Counsellors on fee payment basis.

Retail (P-Segment) Loans have several distinct features vis-à-vis loans to other
business segments as below:

i) Eligibility criteria: Eligibility criteria applicable to borrowers under various P-Segment

Loan schemes vary from each other depending upon the nature of the loans and their
purpose.
ii) Purpose of Loan: Varies from Scheme to Scheme e.g. Housing and Car Loans etc.
are meant for asset acquisition whereas Personal Loans are generally availed for
consumption. Education loans are extended for pursuing studies in India and abroad.
The Education Loan scheme has been formulated as per IBA/RBI guidelines. Housing
Loans schemes would aim at facilitating achievement of objectives spelt out in the
National Housing and Habitat Policy of Govt. of India.
iii) Appraisal/Assessment: Assessment is done primarily on the basis of repayment
capacity of the borrower, the current verifiable income of the borrower (except in respect
of Education Loans) and availability of required margin (except in respect of Personal
Loans) etc. Credit Scoring Models are being made use of for assessing/rating the
borrowers in respect of schemes like Personal Loans and loans against Mortgage of
Immovable Property, Auto Loans and Home Loans. The Model scores the applicants
on the basis of information on Personal Data, Net Monthly Income, Net Worth,
Organization (employer), and Banking History etc. Income of the spouse and other
family members are also generally considered to arrive at the repayment capacity of the
borrower, provided the spouse and other family members join as co-borrowers or
guarantors.
iv) Delegation of financial powers: Financial powers are vested with various authorities
for different Schemes. Further, LHOs have been authorised to vest the discretionary
powers, scheme- wise, for branches upto scale IV incumbency, subject to overall
guidelines issued by the Corporate centre.
v) Disbursing branches: Sanction and disbursal of loans under certain schemes is
restricted to specialised/ identified branches. LHOs have been vested with the powers
to identify suitable branches over and above those specified by the Corporate Centre.
vi) Nature of facility: The loans are made available by way of Overdraft, Demand Loan

4|Page
 or Term Loan (medium or long term). These could be clean or secured, depending
upon the scheme.
vii) Pricing: The loans are made available either on floating rate or fixed interest rate based
on the customer’s option in this regard. A combination of fixed and floating interest rates
is also offered. In respect of floating rate loans the interest rate is linked to the Marginal
Cost of Fund based lending rate (MCLR). The spread above the MCLR may vary
depending upon scheme, tenure, amount and also market conditions. Further, the rates
would be higher in the case of clean loans and loans which carry higher risks due to
relative illiquidity of security. Interest Rate will be fixed based on CIC score in most of
the personal segment advance like, xpress credit, car loans.
viii) Fixed Interest Rates: Fixed interest rates are a special feature of P-Segment Loans.
Loans are granted on fixed interest rate basis under some specific schemes like Xpress
Credit or Auto Loan.
ix) Maturity of Advances: While the maturity of term loans should not normality exceed
10 years, in respect of Housing Loans, the repayment period is now permitted upto 30
years. In respect of Educational Loans, the loan is normally repayable in 15 years after
commencement of repayment. As the repayment would commence after a moratorium
period, which generally covers course period plus 1 year or 6 months after getting
employment, whichever is earlier, the tenure of Education Loans may also extend to 20
years.
x) Repayment: Repayment in P-Segment Loans is generally on the basis of Equated
Monthly Instalments (EMIs), which consist of principal and interest components. (a)The
Bank may use repayment option through stepped-up/stepped-down monthly
instalments, balloon repayments etc., in sync with anticipated income of the borrower
during the loan tenor (b) In case of Reverse Mortgage loan Scheme, repayment of loan
is not insisted upon during the lifetime of the borrower. The loan is recovered through
sale of mortgaged property if legal heirs do not come forward to repay the loan.
xi) Prepayment: Prepayment is permitted freely in some schemes like Home Loans but
in some other, pre-payment charges are levied like in Auto Loans.
xii) Security: Obtention of security depends on the particular scheme and the purpose of
the loan.
xiii) Take-over: Take-over of P-Segment Loans is permitted in respect of Xpress credit,
Housing Loans and Education Loans.
xiv) Outsourcing: Some of the processes viz., Loan sourcing, New Channels for loan
collection and recovery and Processes like income verification etc., may be outsourced
(KYC compliance would not be outsourced as it is a core banking function).

In view of the Bank’s thrust on P-Segment Loans and the steady and significant
growth expected, the Bank would periodically undertake assessment of concentration
risk in P- Segment advances. The risk management parameters i.e. Credit
risk/market risk/operational risk in respect of lending to P-Segment borrowers will also

5|Page
 be examined and reviewed annually by the Business Group in consultation with the
Risk Management Dept. In Retail Scoring, proposals are given 10 grades from 1 to 10
and classified into three categories i.e. (a) Clear sanction (b) may be considered after
credit enhancement or application to be referred to next higher authority and (c)
Decline

In view of the importance of retail Loans on our Bank’s overall business level and also
on the profitability, the operating functionaries need to equip themselves with requisite
product knowledge to penetrate the market with more aggression and efficiency.

2.1: Marketing of Asset Products

HOME LOAN AND VARIANTS

Home Loan plays an important role in helping one with easy availability of fund to acquire
his or her dream home. Our customers may want to either buy a new home or construct
one. After completion of a few necessary formalities starting like submitting the application
for disbursement of loan amount, keeping basic documents ready, enabling the financier
to complete valuation and title search of documents etc., they will be able to own their
dream home in a hassle-free way.

Home Loan amount varies from person to person depending on the repayment capacity,
age and income of the loan seeker, his/her dependents and so on. The loan is available to
those who are eligible for a contract such as any person who is not less than 18 years.
Loans are offered to salaried individuals, professionals or businessmen or self-employed
individuals and NRI’s.

SBI is the largest Mortgage Lender in India, which has helped over 30 lakh families to
achieve the dream of owning a home.
Our Values

 Trust
 Transparency
 Integrity
 Excellence

Value to Customers

 Wide Product Range

 Interest Calculation on Daily Reducing Balance
 Overdraft Facility available
 Low Interest Rates
 Low Processing Fees
 No Hidden Costs

6|Page
 4. HOME LOAN VARIANTS

The details of various products we have under “Home loan Scheme” are mentioned below:
4.1 HOME LOAN PRODUCT
USP
 Lowest EMI
 Longest Tenor
 Minimum Age 18 years
 Low Processing Fee
 Huge number of approved projects
 Transparent formalities
Purpose  purchase a plot of land for purpose of construction of house
 purchase /construct a new house/flat
 purchase an existing (old) house / flat or extend an existing house repair
or renovate an existing house /flat
 takeover of Home Loans from other Banks/HFCs/FIs
 Furnishing/interiors as part of the project cost.
 Re-imbursement of investment made from own resources during the
preceding twelve months for purchase of house/flat/ construction of
house/repair and extension of house.
EligibilityIndividual(s) over 18 years of age with steady source of income, including
persons engaged in agriculture & allied activities. Loan can be sanctioned
jointly with related or unrelated co borrowers subject to fulfilment of some
conditions.
Loan Tenor Up to 30* years subject to liquidation of the Home Loan before the borrower
reaches the age of 70 years.
(*Maximum Age under Privilege & Shaurya, Apon Ghar and HL for Emp of Govt of
Kerala is 75 years).
Loan Maximum Loan amount depends on
Amount i) EMI/NMI ratio ii) LTV ratio iii) Application Amount.
The sanctioned amount is the lowest of the three. EMI/NMI ratio varies
from 20% to 75% depending on customer’s income, occupation and CIBIL
score.
LTV is 90% for loan upto Rs.30 lacs,
80% for Rs.75 lacs &
75% for loan above Rs.75 lacs.
Moratorium Maximum 48 months
Security Equitable Mortgage of property to be financed

7|Page
 4.2 SBI MAXGAIN
USP
 Eligibility: Both Existing / Prospective customers having minimum balance of
Rs.5000/- in their SB/CA
 Can be used as a running account with INB, cheque book etc. after full
disbursement of the loan.
 Drawing power reduced on monthly basis. Customers will get the benefit by
saving Home Loan Interest
Eligibility Facility available for new Home Loans of Rs.20 lacs and upto Rs. 3
crores from applicants who are
(i) Existing customers with min. balance of Rs.5000/- in their SB / CA.
(ii) Prospective customers who open SB / CA with an initial minimum
deposit of Rs.5000/-.
Loan Tenor Upto 30* years subject to liquidation of the Home Loan before the
borrower reaches the age of 70 years.
Loan Amt Minimum Rs. 20 lac & Maximum Rs.3 Crores
Moratorium As per Home Loan Scheme
Security EM
Special Feature INB & Cheque book to be issued after full disbursement

4.3 SBI REALTY

USP
 Home Loan for purchase of plot for construction of house
 Minimum Age 18 years
 Minimum Loan Rs. 5 lacs and Maximum Rs.15 crores
 High LTV
 Flexible Home Loan for Construction in 5 years
Purpose i) Purchase of a residential plot located within the municipal/ corporation
area of Urban/Metro Centres with population of 1 lac and above as per the
latest available census data for the purpose of construction of a house.
ii) Purchase of Plots located outside municipal/corporation area will be
permitted under specific conditions.
Eligibility As per Home Loans scheme. However, maximum age : 65 years
Loan Tenor Maximum of 120 months. No moratorium period will be permitted in any
case
Loan Minimum Rs. 5 lac & Maximum Rs. 15 crore;
Amount It depends on EMI/NMI ratio & LTV Ratio
Moratorium No moratorium; repayment to start from next month
Security EM
Special Construction to be completed within 5 years from the date of 1st
Feature disbursement

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 4.4 NRI HOME LOAN
USP
 Lowest EMI
 Longest Tenor
 Minimum Age 18 years
 Low Processing Fee
 Huge number of approved projects
 Transparent and hassle-free formalities
Purpose Same as Home Loan Scheme
Eligibility Individual (s) over 18 years of age with a steady source of income who
• are Non-Resident Indians (NRIs) holding a valid Indian passport
• are persons of Indian Origin (PIOs) holding a foreign passport.
• A person registered as an Overseas Citizen of India and holding OCI
Card and foreign passport.
Loan Tenor Tenor is a maximum period of 30 years subject to the stipulation that the
loan should be liquidated by the age of 60 years or by the age of
retirement, whichever occurs earlier.
Minimum & Minimum Rs. 3 lac & Maximum: No upper ceiling. LTV norm will be-
Maximum For salaried: 80% upto Rs.75 lacs and 75% for above Rs. 75 lacs. For
Loan non-salaried, 75% upto Rs.75 lacs and 70% for above Rs. 75 lacs
Security EM
Special NRIs can appoint a Power of Attorney to execute documents in their
Feature absence.

4.5 SBI FLEXIPAY HOME LOAN

USP
 Salaried employees having age of 21 years and above but not more than 45
years with minimum 2 years of experience.
 Minimum loan amount Rs. 20.00 lacs.
 Loan amount 1.2 times the loan amount calculated as per the normal method.
 Maximum age of borrower extended upto 75 years
Purpose As per Home Loan Scheme
Eligibility All salaried applicants with minimum 2 year experience;
Minimum Age: 21 years & Maximum Age: 45 years. In case of multiple
borrowers, all the borrowers whose income has been considered for
arriving at the loan eligibility should fall within the stipulated age bracket.
Loan Tenor Minimum 25 years & Maximum 30 years
Minimum Minimum Rs.20 lac; Maximum: 1.2 times the loan quantum calculated
& Max. as per EMI/NMI Ratio method, subject to stipulated LTV norms.
Loan

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 Moratorium For ready built house 36 months
For under construction property 36 months + residual construction period
maximum not to exceed 60 months
Security EM of property to be purchased
Special Interest servicing mandatory during moratorium
Feature

4.6 PRADHAN MANTRI AWAS YOJANA

USP
 Credit linked subsidy scheme for urban housing
 Home Loan in affordable segment
 Upfront subsidy thereby reducing effective amount of repayment burden
 6.5% interest subsidy to ESW/LIG segment
 Scheme now extended to MIG segment as well
Purpose Credit Linked Subsidy is available for housing loans availed for
acquisition/construction of house and repair/extension of Kucha/Semi
Pucca house.
Eligibility  Economically Weaker Section: Annual Family Income Rs. 3 lac
 Lower Income Group: Annual Family Income Rs. 6 lac
Loan Tenor Maximum 30 years
Minimum & No minimum & no maximum but subsidy will be computed on the
Maximum below mentioned loan amount:
Loan EWS/LIG: 6 lac
Moratorium As per Home loan scheme; construction to be completed within 36
months
Security EM on property to be purchased
Special Subsidy claim to be done by REHBU CC
Feature

4.7 EARNEST MONEY DEPOSIT (EMD) SCHEME

USP
 Short term loan up to 100% of the application money with a maximum of
Rs.15/10 lacs.
 One person can be financed only for one application at any point of time.
 Successful allottee can avail Home Loan
Purpose To finance applicants for earnest money for booking of residential
plots/built-up houses being sold by Govt. housing agencies like Urban
Development Authorities like PUDA, HUDA and Housing
Boards.
Eligibility Individuals above 21 years of age with a steady source of income

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Loan In case of unsuccessful applicants – on receipt of refund from the Housing
Tenor Board/Urban Development Authority.
In case of successful applicants – lump sum repayment of the loan
but not more than 12 months from the date of disbursement
Minimum & 100% of application money, subject to maximum of Rs.15.00 lacs
Maximum Loan for CSP/DSP account and Rs.10 lacs for others
Moratorium Repayment of full amount at one go
Security Waived, subject to: (i) Allotment letters / refund orders from Authority
should be routed through SBI. (ii) Lumpsum amount equal to 6 months
interest to be taken upfront and credited to EMD Loan account. (iii) 2
PDCs one for the principal amount of EMD and another towards interest
for the next 6 months, in addition to recovery of 6 months interest in
advance at the time of disbursement, should be taken to meet the
eventuality of refund getting delayed.
Special Feature Upfront interest or post-dated cheques for 12 months (6+6 months)

4.8 SBI PRIVILEGE HOME LOAN & SBI SHAURYA HOME LOAN
USP
 An innovative Home Loan product tailor made to the requirements of employees
with pensionable service.
 Repayment upto the 75 years of age.
 Increase in permissible EMI/NMI Ratio
 Higher quantum of loan & lower EMIs post-retirement.
 Longer repayment for customers of above 40 years
Purpose As per Home loan Scheme
Eligibility SBI Privilege Home Loan: Employees of Central / State Governments
(including PSBs, PSUs of Central Government, and other individual(s) with
pensionable service*.)
(* SBI Privilege Home Loan is to be extended only to those beneficiaries who
are covered under the Defined Pension Benefit Scheme and therefore
employees covered under NPS are not eligible under SBI Privilege Home Loan.)
SBI Shaurya Home Loan: Defense Personnel belonging to Army, Navy and
Air force.
Loan Tenor Minimum 5 years
Maximum 30 years subject to borrower liquidating the loan before 75 years
of age
Minimum & Minimum Rs. 10 lac;
Maximum Loan Maximum Rs. 50 crore
Moratorium Where age of the eldest salaried borrower is up to 55 years: Same as Home
Loan scheme. Where age of the eldest salaried borrower is above 55
years: Upto 18 months.
Security EM on property
Special Feature In case of borrowers with above 45 years of age; EMI/NMI freezes to 50%

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 4.9 HOME LOAN TO NON-SALARIED SEGMENT
USP
 Exclusive scheme for Non-salaried class to tap the potential available in this segment
 Differential offerings in pricing based on Risk Grade
 Relaxation in EMI/NMI ratio
 Higher quantum of loan to very good customers (clear sanction zone)
Purpose Home Loans for the purpose of construction / acquisition of
residential house/flat, takeover of Home Loans from other
Banks/ HFCs and repair/renovation of existing house/flat
Eligibility Professionals/ Self-Employed/ Businessmen who are over 18 years of
age with a minimum Risk Grade of 6 on a scale of 1 to 10 under Bank’s
Risk Scoring Model.
Loan Tenor Maximum 30 years or upto the age of 70 years of the eldest applicant,
whichever is earlier, including moratorium period.
Minimum & Minimum: Rs. 50,000/-
Maximum Loan Maximum: Rs. 50 crores.
Moratorium As per Home Loan Scheme; Interest to be serviced during moratorium
Security EM on property
Special Feature Interiors upto Rs. 50 lac may be financed subject to 10% of project cost

4.10 SBI-TRIBAL PLUS

USP
 Home Loans to people residing in Hilly /Tribal areas
 No Mortgage of land
 Loans given against Third Party Guarantee
 Maximum loan Rs.20 lacs
 Maximum Loan tenure 15 years
Purpose  Purchase or construction of a new house / flat (without mortgage of land)
 Purchase of an existing(old)house/flat which is not more than 10 years old
 Repair /Renovation/extension of an existing house or flat.
Eligibility Individual(s) who are aged over 21 years of age (but not more than 60 years)
who are
1. permanent employees of Central or State Governments / Public Sector
undertakings (PSU) / reputed Private Sector undertakings/ Selected Corporates
and have put in a minimum of 5 years’ service, subject to availability of check- off
or if no check off, at least the salary account to be with us.
2. For corporates minimum CIBIL score of 700 is required
3. Professionals, self-employed, businessmen and agriculturists etc. with minimum
experience of 5 years in their respective sphere of activity and who
(1) maintain satisfactorily conducted deposit accounts with us with an average
balance of Rs.10000/- for the last two years or
(2) maintains loan accounts which are satisfactorily conducted for a minimum
period of 2 years (without any instance of over dues and bouncing of cheques
etc.) and classified as Standard Assets.

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Loan For Salaried: Maximum tenor 15 years or residual service period whichever is
Tenor lower
For professionals and others: Maximum tenor 15 years subject to liquidation of
loan before attaining 60 years of age
Minimum No minimum; Maximum
& i) For Govt Employees with checkoff- Rs. 20 lacs,
Maximum ii) Govt employees without checkoff, Corporates- Rs.15 lacs
Loan iii) Professionals & others: Rs.15 lacs
Security i) Third party Guarantee to the extent of loan
ii) Lien on PF
ii) Liquid collateral to the extent of 30-50% of loan amount depending on customer
profile
Special Borrower should submit copy of title deeds and other revenue records, copy of
Feature approved plans and approvals from the local body, estimate of construction etc.,
besides execution of Agreement to Mortgage.

4.12 HOME LOAN TOP UP

USP
 Additional loans to existing Home Loan customers against the security of the
housing unit for meeting their personal needs like expenditure on education,
marriage, health care, renovation/furnishing of the house
 Available as Term Loan & Overdraft
 Coverage for new customers also who have availed high value home loan
 Long repayment period
 Hassle free loan now available online
Purpose Any personal purpose such as meeting expenditure on education, marriage,
health care, repair/renovation/furnishing of the house, etc. other than
speculative purpose
Eligibility i) Category I- All new Home Loan customers, acquiring Ready to move in
Properties, simultaneously along with new Home Loans and all existing
Home Loan customers having less than 12 months satisfactory repayment
track record
ii) Category II- All existing Home Loan customers with a satisfactory
repayment record of at least one year
Loan Tenor Residual tenor of Home Loan or 15 years whichever is higher
Min. & Category I- Minimum Rs. 2 lac & Maximum Rs. 50 lac
Max. Loan Category II- Minimum Rs. 2 lac Maximum- no upper ceiling
Moratorium No moratorium
Security Upto Rs. 5 lac no extension of EM; beyond that Extension of mortgage
Special At any point of time not more than two loans will be allowed to exist
Feature

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 4.13 SMART HOME TOP UP LOAN
USP
 Hassle free Top up loan available offline
 Minimum documentation and formalities
 Minimum loan Rs 1 lac , Maximum Rs 8 lacs
Purpose Any personal purpose other than speculative purpose.
Eligibility Existing Home Loan customers with: (a) Minimum Home Loan Limit of Rs. 20
lacs (b) Minimum residual tenure of Home Loan of 5 years, (c) Satisfactory
track record of 3 years or more, (d) The customer should not have any live
Home Top-up Loan, (e) No instance of the Home Loan account slipping to RG-
2 or further in the past, (f) CIBIL Score of 550 or higher, (g) Maintaining Saving
Bank Account linked with CIF of Home Loan.
Loan Tenor The maximum tenor of the loan will be the residual tenor of underlying Home
Loan or 20 years, whichever is lower.
Loan 8% of HL Limit , Minimum Loan Amount – Rs. 1.00 lacs
Amount Maximum Loan Amount – Rs. 8.00 lacs , (whichever is Lower)
Moratorium Nil; repayment to start one month after disbursement
Security Loan Agreement & Arrangement Letter authorizing the Bank to hold original
Title Deeds of the house property already mortgaged to the Bank for Home
Loan, till the liquidation of all the loans including the "Smart Home Top-up Loan"
will be obtained. However, extension of mortgage will not be obtained.
Special At any point of time either `Smart Home Top-Up Loan’ or “Insta Top-Up Loan
Feature will be permitted. Both cannot be granted concurrently. CIBIL SCORE IS 550
or higher

4.14 INSTA HOME TOP UP LOAN

USP
 Hassel free Top up loan available online
 Fully automated product, no manual intervention
Purpose Any personal purpose other than speculative purpose.
Eligibility Existing Home Loan customers will be pre-selected for offering this product
based on following eligibility: (a) Minimum Home Loan Limit of Rs. 20 lacs with
INB facility, (b) Minimum residual tenure of Home Loan of 5 years, (c)
Satisfactory track record of 3 years or more, (d) The customer should not have
any live Home Top-up Loan, (e) No instance of the Home Loan account slipping
to RG-3 or further in the past, (f) CIBIL Score of 700 or higher, (g) Maintaining
Saving Bank Account linked with CIF of Home Loan.
Loan Tenor If the residual maturity of Home Loan is above 60 months but up to 120 months:
Tenor of Insta Top Up: 60 months
If the residual maturity of Home Loan is above 120 months: Tenor of Insta Top
Up: 120 months

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 Loan 8% of Home Loan Limit, Minimum Loan Amount – Rs. 0.80 lacs
Amount Maximum Loan Amount – Rs. 8.00 lacs, (whichever is Minimum)
Moratorium Nil; repayment to start one month after disbursement
Security An undertaking from the borrower will be obtained online, authorizing the Bank
to hold original Title Deeds of the house property already mortgaged to the
Bank for Home Loan, till the liquidation of all loans including the proposed Insta
Top-Up Loan. However, extension of mortgage over the house property will not
be obtained.
Special Fully system driven loan facility, no manual intervention required, NIL pre-
Feature payment penalty

4.15. LOAN AGAINST PROPERTY

USP
 Secured personal loan to individuals who own residential house/flat and select
commercial property
 Liquidity to meet personal needs
 Competitive pricing
 No end use of fund to be ensured
Purpose Any personal purpose such as meeting expenditure on education,
marriage, healthcare, etc. other than speculative purpose. An undertaking
to this effect will be obtained from the customer in the application itself and
no documentary evidence for end use of the fund will be insisted upon. A
Self declaration to this effect has to be obtained from the customer.
Loans under SBI LAP will not be permitted for Business Purposes
Eligibility Employees, Businessmen, Professionals and Self-employed Individuals
who are IT assesses, Non-Resident Indians (NRIs) who own residential
property or commercial property in his/her own name or in the name of
spouse/ children/parent/sibling.
Minimum NMI of Rs.25000/-(or Rs.3.00 lacs per annum).
Income of spouse/children/parents/siblings may also be added apart from
the income of applicant for arriving the eligibility.
Loan Tenor Minimum 5 years; Maximum 15 years subject to conditions
Loan Minimum Rs. 5 lac; Maximum Rs. 7.5 crore subject to location of
Amount property
Moratorium No moratorium
Security EM on property
Special Minimum CIBIL score 700
Feature

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Other Schemes/Features
Some of the other Schemes that are also in use are
 Pre-approved Home Loan- Under this scheme, the customer is sanctioned with a pre-
approved limit subject to his eligibility as per the actual project. It enables the customer
to make his own assessment about the properties that he can afford to buy and
simultaneously he is assured of getting a home loan from our Bank.

 Reverse Mortgage Loan- SBI Reverse Mortgage Loan provides an additional source
of income for senior citizens of India, who have a self-acquired or self-occupied home
in India. This product is beneficial for senior citizens who do not have adequate income
to support themselves. The Bank makes payments to the borrower /borrowers (in case
of living spouse), against mortgage of his / their residential house property. The
borrower is not expected to service the loan during his lifetime.

 CRE Home Loans are for individuals who own two houses or more, and seeking
funding for owning their next home. The maximum number of houses/flats/residential
plots is restricted to one under CRE Home Loans. The maximum number of Home
Loans in the name of an individual, including the existing loans and the proposed one
is restricted to 3 (three) Home Loans (excluding closed accounts) under Home Loan
Scheme.

 SBI Suraksha- SBI offers life insurance linked to the housing loan. The premium of
RinN Raksha is funded by SBI and the repayment is spread over the entire tenor of the
loan in EMIs.
 SBI also offers bundled Home Loan Product SBI Exclusif for our wealth management
clients.
 SBI also offers schemes for flexible margin payment, pre-EMI interest payment option
by Builders, Credit Risk Guarantee Fund Trust for Low Income Housing in Urban Areas
(CRGFTLIH) etc.
 SBI has an exhaustive scheme for Builder Tie-Up which enables customers to get home
loan very easily without going for title search & valuation. These projects are thoroughly
scrutinized and verified by SBI for their free title.

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 5. AUTO LOANS VARIANTS
5.1 SBI Car Loan Scheme
USP
 Minimum Age 21 years
 Low Processing Fee
 Low Rate of Interest
Purpose  Purchase of New vehicle
Eligibility  AGE: 21-67 years, Repayment before 70 Y
 Min NAI – For Salaried 3.00 lacs
 Self-employed/Business – 3.00 lacs.
 Agriculturists – 4.00 lacs.
 The maximum number of applicants should be restricted to two
 All Govt. Employees having Salary Package accounts with SBI:
Minimum CIC (CIBIL) Score: 600
 For others: Minimum CIC (CIBIL) Score : 650
Loan Tenor Maximum 7 years
Loan Amount Min 1 Lac, No max.
Facility-85/90% of On-Road Price, subject to max ex-showroom price.
Salaried: The maximum 48 times the net monthly income of salaried
persons.
Self-employed, Professionals, Business Up to 4 times the Net Profit
or Gross Taxable Income per annum as per ITR,
Agriculturists Up to 3 times the NAI
MARGIN 15% on road price. The concessionary margin of 10% will continue in
case of customers under salary package/ tie-up
SECURITY Hypothecation of vehicle
EMI/ NMI Up to Rs.5 Lakhs – 50%
>5 Lakhs to Rs.10 L -60%
> Rs.10 Lakhs - 65%
Other Pre-payment Penalty will be levied @ 1% of the pre-payment amount
Guidelines plus GST, in case prepayment within 2 years from the disbursement of
loan. Foreclosure Charges: Charges will be levied @ 3% of the
closure amount plus GST, in case foreclose within 2years

Penal Interest (@2.00% per annum +GST) is charged on late payment

of EMIs for loans above Rs.25000

5.2 SBI Loyalty Car Loan Scheme

USP
 NIL Margin
 Low Processing Fee
 Low Rate of Interest
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Purpose To purchase new/old passenger car, MUV and sport utility vehicle
Eligibility Housing loan borrowers of SBI, & Satisfactorily serviced the loan for at
least one year after the moratorium period. Min NAI – Rs.2 lacs
Loan Tenor Maximum 7 years(as per the original schemes)
Loan Amount i) 100% Ex-showroom of the vehicle or ii) eligibility as per EMI/NMI or
iii) 75% of present market value of the house property less present
outstanding in the Home Loan account and Home Equity, if any
(whichever is lower).
Extension of equitable mortgage is not required up to Rs 10 Lacs (Lien
Letter is required)
MARGIN NIL
SECURITY i) Hypothecation of vehicle
ii) Equitable mortgage taken for the housing loan should be extended
to cover the new car loan
EMI/ NMI Up to Rs.5 Lakhs – 50%; >5 Lakhs to Rs.10 L - 60%; > Rs.10 Lakhs -
65%
Other Processing fee will be recovered on the loan amount upfront @0.4% +
Guidelines GST of the loan amount; minimum Rs 1,000/- + GST; maximum
Rs.7,500+GST

5.3 NRI Car Loan Scheme

USP
 No ceiling on Maximum loan amount
 Low Interest Rate
 Zero prepayment penalty
Purpose To purchase new/old passenger car, MUV and sport utility vehicle
Eligibility For Borrower & Guarantor Age: 21- 65 years (for both).
For Borrower: Our Bank Customers: NRI fulfilling following conditions: ▪
Having valid Indian passport ▪ Steady Source of Income ▪ Employed
abroad for at least 2 yrs. ▪ Holding a valid job contract/work permit ▪
Having NRI account with SBI for at least 12 months with min. Average
balance of Rs. 50,000/- or New Account with USD 5000/- or equivalent.
Minimum For Borrower: Minimum NMI US $ 1000 or equivalent in other currencies
Income Or Minimum NAI US $ 12000 or equivalent in other currencies For
Guarantor: No stipulation
Loan Tenor  Recovery should be such that the loan gets repaid within 7 years.
 The customer will have option for payment in shorter duration.
 Loan account should be closed before the borrower attains 65 years
of age.
 The repayment of the loan will be made by remittance from outside
India or by debit to NRE/FCNR/NRO account.

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Loan Amount Loan amount would be given on the basis of Borrower‘s income.
Minimum Loan: Rs.1.00 Lakh
Maximum Loan Amount: - 18 times of NMI (of Borrower)/ 1.5 times of
NAI (of Borrower)
For new vehicles, there is no ceiling in loan amount
MARGIN NIL

SECURITY i) Hypothecation of vehicle and noting of hypothecation charge in

the books of R.T.O.
ii) Obtaining of Collateral Security is waived. Dilution for collateral
should be justified by a careful due diligence process.

Other The Risk Scoring Model available for New Car Loan will also be
Guidelines applicable for NRI Car Loan.

5.4 Assured Car Loan Scheme

USP
 No income proof required
 Income Declaration by borrower accepted
 100 % on road price finance
Purpose To purchase new vehicles
Eligibility Existing Customers with unencumbered Fixed Deposits
Age – 18 yrs. – No Max.
Minimum Income - Not stipulated CIBIL scores less than 600 and those
in -1, 0, 1 to 5 categories will also be eligible.
Loan Tenor 3-7 Years
Loan Amount Min : Rs 2 lacs, Max : No Limit
100% of FD for ‘On-Road Price’ of vehicle
MARGIN NIL
SECURITY Hypothecation of vehicle
Pledge of TDR in his/their own name.
Third party TDRs will not be accepted
Other During continuation of car loan, partial withdrawal of TDR will not be
Guidelines allowed.
Forfeiture of the Deposit may be permitted for liquidation of the entire
loan, at the request of the borrower

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 5.5 Certified Pre-owned Car Loans
USP
 For purchasing Certified second hand cars
 Easy approval
 Loan amount based on valuation by the pre-owned car outlets
Purpose For purchase of Certified Pre-Owned cars. The major car manufacturers
that have established such certified Pre-owned car outlets through their
dealer network only.
Eligibility Age of the Car not more than eight years old. Salaried :
NAI- Rs. 3,00,000 & Above
Self Employed and Professionals & Others: NAI- ≥Rs. 3,00,000 Persons
engaged in Agriculture & allied activities: NAI≥ Rs. 4,00,000
Loan Tenor 10 years minus the age of the vehicle at the time of applying for loan
subject to a maximum tenure of 5 years
Loan Minimum: Rs.3 lacs.
Amount The maximum loan amount that can be granted would be restricted to 30
times the net monthly income of salaried persons.
In case of others, maximum loan amount would be 2.5 times the net
annual income
CIC V3 based score Max Loan amount (Lacs) Min Loan amount (Lacs)
>=757 100 3
721-756 100 3
689-720 10 3
-1 10 3
MARGIN 15%. Invoice price like Maruti’s True Value, Hyundai’s H-Promise,
Honda’s Auto Terrace, Tata’s Assured, Mahindra’s First Choice and
other OEM’s cars IDV.
SECURITY Hypothecation of vehicle
Other Reimbursement of cost of vehicles is not permitted.Invoice price like
Guidelin Maruti’s True Value, Hyundai’s H-Promise, Honda’s Auto Terrace, Tata’s
Assured, Mahindra’s First Choice and other OEM’s cars IDV. 6 cheques to
es
be obtained & to be used for repayment till the NACH mandate starts
functioning

5.6 SBI Two Wheeler Loan Scheme

USP
 Loan available even for Salaried person having Net Monthly Income as low
as Rs 12500 or others having Net Annual Income of Rs 150000 only
 Loan amount can be as low as Rs 20000
Purpose To purchase Two wheeler vehicles
Eligibility Existing customers, Salaried/ Professionals/ Businessmen etc., are
eligible for this loan. Age:21—57 years

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Loan Tenor 36 -48 months Subject to condition. Loan must be closed on or before the
borrower attaining the age of 60 years
Minimum
Income NMI: Rs. 12500 NAI : Rs.150000
Loan Amount Minimum loan amount will be Rs.20,000 and Maximum less than
Rs.3,00,000 subject to EMI/NMI ratio of 50%
MARGIN 15% on the on-road price of the vehicle
SECURITY Hypothecation of vehicle
CIC Score Minimum 700 for all applicants

5.7 High Value Super Bike Loan

USP
 Targeted to the youth aspiring to purchase the High end bikes
 Low Margin; Higher Repayment period upto 4 years
Purpose To provide finance for purchase of premium segment Two-Wheelers.
Eligibility: i.Salaried: Net Annual Income of applicant and/or co-applicant if any,
Minimum together should be ₹ 3.00 Lakhs and above.
Income ii. Pensioners: Net Annual Income of applicant and/or co-applicant if any,
together should be ₹ 3.00 Lakhs and above.
iii.Self-employed Professionals, Proprietor, Partner, and other IT assesses
including businessmen & traders: Net Profit or Gross Taxable income of
3.00 Lacs p.a. (income ₹ of co-applicant can be clubbed together for Self-
employed, Professionals and Businessmen) as per ITR.
iv. Agriculturists: Net annual income of applicant and/or co applicant
together to be ₹.4 Lacs.
Age 21-57 Years (Loan must be fully repaid before the borrower completing the
age of 60 years)
Repaym Upto 48 Months or before the borrower completing 60 Years of Age,
ent whichever is earlier.
Loan Minimum Loan: ₹ 1.50 lakh. ; Maximum Loan: ₹ 25.00 Lakhs.
Amount Subject to permissible EMI/NMI ratio.
Margin 15% of On-road price of the vehicle for all applicants.
*On-road price of the vehicle is inclusive of Showroom cost, Registration
Charges, Road tax and Insurance only.
EMI/NMI Up to 50% for all applicants.
CIC Score Salaried customers/ Defence Pensioners: Minimum 700 and New to Credit,
i.e.-1/ (151- 200).
Others: Minimum 731 and New to Credit, i.e.-1 / (151- 200)
Security Hypothecation of Vehicle by noting Bank’s Charges in the books of RTO.
Processing 2 % of loan amount + GST subject to maximum ₹ 10,000 + GST.
Fees
#SBI GREEN CAR LOAN (ELECTRIC VEHICLE) SCHEME: As applicable of SBI Car
loan except the repayment (Minimum 3 Years; Maximum 8 Years)

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 6. EDUCATION LOANS VARIANTS
6.1 SBI Student Loan Scheme
USP
 Longer repayment period after completion of the Course
 Fixed rate loan. The interest rates will remain same for entire period of loan
 0.50% concession in interest for girl students
Purpose Extend financial assistance to deserving/meritorious students for pursuing
higher education in India and abroad.
Eligibility Graduation courses: B.A, B.Com., B.Sc., etc.
Post-Graduation courses: Master’s Degree and Ph.D.
Professional courses.
Courses recognized by the Central/ State Govt. agencies like UGC, AICTE
etc. are considered eligible for finance
Loan Tenor Moratorium - Course period + 1 year, or 6 months after getting job,
whichever is earlier. Repayment : Up to 15 years after the commencement
of repayment
Loan Studies in India - Max Rs. 10.00 lacs. Medical – 30 lacs.
Amount Abroad – 7.5 lacs.
For higher loan limit, the CGM of the Circle to approve deviation on case-
to-case basis, with a maximum cap of up to Rs. 50 lacs.
MARGIN Up to Rs. 4 Lacs: Nil
Above Rs. 4 Lacs: • 5% for studies in India
• 15% for studies abroad
SECURITY Up to Rs. 7.5 Lacs: No Collateral Security or third party guarantee
Above Rs. 7.5 Lacs: Tangible collateral security (Realisable value
should cover 110% of the loan amount)
Other  Borrower/ co-borrower/ guarantor should not have any adverse credit history.
Guidelines  In case of secured loans TU CIBIL score should be -1 or more than 591 and in
unsecured loans TU CIBIL score should be -1 or more than 685.

Communication of Sanction/ Rejection is to be conveyed to the applicants

within 15 days of receipt of all the required documents.
No Education Loan application should be rejected without the concurrence
of the next higher authority.
Takeover of Education Loans is permitted subject to fulfilment of certain
conditions.
KYC details of the students to be recorded properly to track them in future.
PAN card has been made mandatory for the students
Expenses eligible for finance include Course Fee to the Institute, Hostel
charges, Examination Fee, Travel Expenses for a Study Tour, Purchase
of Books, Equipment, Computers and Two Wheeler etc.
Course under distance learning mode are not eligible.
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 6.2 SBI Scholar Loan Scheme
USP
 Loan for studying in Elite institution for full time course
 Long repayment period upto 15 years
 Higher amount of loan without collateral
Purpose Loans to deserving/meritorious students for pursuing full time courses in
India at selected premier and reputed institutions identified by the Bank.
Eligibility Student should be an Indian National and must have secured admission
to full time professional/ technical courses through Entrance
Test/Selection process in any of the selected Premier Institutes
Loan Tenor Moratorium - Course period + 1 year, or 6 months after getting job,
whichever is earlier.
Repayment : Up to 15 years after the commencement of repayment
Loan Amount List – AA * Without Collateral: Up to Rs. 40 Lacs
List – A * Without Collateral: Up to Rs. 20 Lacs
With Collateral Up to 30 L
List - B Without Collateral: Up to Rs. 20 Lacs
List -C Without Collateral: Up to Rs. 7.50 Lacs
* With Collateral :> 7.5 - 30 Lacs
MARGIN Up to Rs. 4 Lacs: Nil
Above Rs. 4 Lacs & up to Rs. 7.50 lacs – 5%
Above Rs. 7.50 lacs - Nil
Other The loan is sanctioned jointly in the name of the student and his parent/
Guidelines guardian. In case of married person, co-obligator can either be spouse or
parent/ parent-in-law. Parental co-obligation can also be substituted by a
suitable third party guarantee.
All other terms and conditions are similar to Student Loan scheme.

6.3 GLOBAL ED-VANTAGE

USP
 Loan for education in Foreign Colleges/Universities
 Long repayment period upto 15 years
Purpose For pursuing full time regular courses in foreign colleges/universities.
Eligibility Regular full time Courses in Institutions/ Universities of USA, UK, Canada,
Australia, Europe, Singapore, Japan and Hong Kong & New Zealand
Loan Tenor Moratorium - 6 months Repayment: Up to 15 years
Loan Amount Minimum:Rs.7.5 Lacs
Maximum: Rs. 1.5 Cr

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MARGIN Loans above Rs.7.5 lakhs & upto 20 lakhs: 15%
Loans above Rs.20 lakhs :10%
Other Tangible Collateral Security to the extent of 100% of the Loan Limit for
Guidelines liquid Securities and 110% for security in form of land/ building.
Sanction letter can be issued to the students by Branch/ CPC prior to
submission of Visa/ Form i-20, if demanded by the foreign Institution/
University/ VISA issuing authorities; if otherwise the proposal is in order
in all respect and sanctioning authority is satisfied fully.

6.4 SBI Skill Loan Scheme

USP
 Min Loan as low as Rs. 5000
 NIL Margin
 No Collateral or Third Party Guarantee
Purpose SBI Skill Loan Scheme aims at providing a loan facility to individuals who
intend to take up skill development courses as per the Skilling Loan
Eligibility Courses run by Industrial Training Institutes (ITIs), Polytechnics,
training partners affiliated to National Skill Development Corporation
(NSDC)/ Sector Skill Councils, State Skill Mission, State Skill
Corporation, preferably leading to a certificate / diploma / degree issued
by such organization as per National Skill Qualification Framework
(NSQF) are eligible for a Skilling Loan. • Schools recognized by Central
or State Education Boards or Colleges affiliated to recognized university
leading to a certificate / diploma / degree issued by such organization as
per National Skill Qualification Framework (NSQF) is eligible for a Skilling
Loan. • There is no minimum course duration
Moratorium Courses duration<1 year: upto 6 months from the completion of the
course
Courses duration>1 year: 12 months from the completion of the course
Loan Tenor Loans up to Rs 50,000: Up to 3 years
Loans between Rs 50,000 to Rs 1 lakh: Up to 5 years
Loans above Rs. 1 lakh: Up to 7 years
Loan Amount Minimum Loan Amount: Rs. 5000
Maximum loan amount: Rs. 1,50,000
MARGIN NIL
SECURITY No collateral or third party guarantee will be taken. However, the Parent/
Guardian will execute loan documents along with the student, as joint
borrower (co-borrower). Spouse may be included as co-applicant
wherever applicable, in addition to Parent/ Natural Guardian.

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 6.5 SHAURYA EDUCATION LOAN
USP
 Education Loans for wards of DSP/ICGSP Officers in all Ranks, a new scheme “Shaurya Education
Loan” for Studies in India & for Studies Abroad has been developed.
 Studies in India- up-to Rs. 40 Lakhs
 Studies Abroad- up-to Rs.1.50 Cr.
 Concessional rate of Interest/Margin

Parameters Guidelines
Eligibility  Wards of DSP/ ICGSP Officers in all Ranks for studies in India and
Abroad.
 Co-borrower must be DSP/ICGSP account holder in our Bank. The
Salary/Pension account of the co- applicant should be with SBI
throughout the loan tenure
Studies in India Studies Abroad
Loan up-to Rs. 40 Lakhs up-to Rs.1.50 Cr.
Quantum
Margin Upto 4 Lakhs- NIL, Above 4 Lakhs- 5%
Security Upto Rs. 7.5 lakhs: NIL
Above Rs. 7.50 lakhs & Upto Rs. 40 lakhs:
optional with borrower/ co-borrower
In case of secured loan: Above Rs. 40 lakhs or in case of
secured loan (upto Rs.40 lakh):
a. Liquid Coll  100% of Loan amount, or  100% of Loan amount, or
b. Property  110% of loan amount.  110% of loan amount.
Repayment 15 years post completion of course and moratorium period
Inspection For DSP/ICGSP customers - waived
Special Student borrower/co-borrower can avail unsecured loan upto Rs. 40 Lakhs
feature for studies in India and Abroad by paying premium ROI.

Other Important Aspects of Education Loan

Vidya Lakshmi Portal (VLP)

Vidya “Vidya Lakshmi Electronic Platform” was launched for students to apply for
Lakshmi education loans and to facilitate tracking and follow-up of the loan during its
Portal life cycle. Vidya Lakshmi Electronic Platform was launched by Hon’ble Prime
Minister on 15th August 2015. This will minimise the need for personal
(VLP)
interaction between the students and the disbursing agencies and provide
transparent processing of student loan.

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 Credit Guarantee Fund Scheme for Education Loans (CGFSEL)
Credit Government of India through Ministry of Human Resource Development
Guarantee (MoHRD), Department of Higher Education has notified the Credit
Fund Guarantee Fund Scheme for Education Loans (CGFSEL). The maximum
Scheme For loan limit under this scheme is Rs 7.5 lakh without any collateral security and
third party guarantee. For availing the guarantee coverage, the Member
Education
Lending Institution shall pay Annual Guarantee Fee (AGF) of 0.50% p.a. of
Loans
the outstanding amount as on the date of application of guarantee cover,
(CGFSEL)
upfront to the Fund within 30 days from the date of Credit Guarantee
Demand Advice Note (CGDAN) of guarantee fee.

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 7.1 SBI PERSONAL GOLD LOAN SCHEME
USP
 General Purpose loan against Gold ornaments
 Hassle free loan at low interest rate
 Three variants- Overdraft, Bullet and EMI Based
Purpose A general purpose scheme against collateral security of gold ornaments &
specially minted gold coins sold by Banks to individuals
Eligibility Individuals who are 18 years of age with steady income including Bank’s
employees and pensioners. Submission of proof of income by borrower, not
necessary. Proper KYC Compliance of the borrower and minimum
repayment capacity to serve the loan will be sufficient to determine eligibility
Loan Minimum: Rs.20, 000/- irrespective of centre. Loan amount to be linked to the
Amount need / value of the gold less usual margin, with a cap of Rs.50.00 lacs
Repayment Maximum: 36 months. The repayment of Principal and Interest should
commence from the month following the month of disbursement

Margin and For Public: 25%

Security For staff: 25%, reduction in margin is permissible.
valuation

Processing 0.50% of the Loan amount + applicable Tax or Rs 500 + applicable Tax
Fee whichever is higher
Other Gold Appraiser Charges
Guidelines 0.05% to 0.10% of Loan Amount, Min. Rs.50.00, Max. Rs.600.00
Procedure for Accepting Gold Ornaments
Genuineness and purity of gold ornaments to be assessed by using the
following methods:
a) Touch stone Method b) Nitric Acid Test c) Specific gravity test
Documentation
 D P Note and D P Note Take Delivery Letter
 Application for Gold Loans
 Two copies of photograph of the borrower(s)
 Gold Ornaments Take Delivery Letter
 Witness Letter in case of illiterate borrowers
 Arrangement Letter,
 Compilation of Opinion Reports/Assets & Liabilities statements waived in all
the cases
7.2 LIQUID GOLD SCHEME
OD AGAINST Overdraft with a provision of Cheque Book (facility Current Account
GOLD – Cheque Book INB customers having transaction rights availing gold loan
LIQUID GOLD under Liquid Gold Loan Scheme should be advised that they can transact
SCHEME) in the account through their INB platform.
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All the other terms and conditions are similar to SBI Gold Loan scheme
 7.3 BULLET REPAYMENT

GOLD LOAN- Repayment of loan is permitted by way of bullet repayment at the end of
BULLET the term i.e., there is no requirement to service the interest or instalment
during the loan term.
REPAYMENT
Maximum repayment period is 12 months Margin:35%

All the other terms and conditions are similar to SBI Gold Loan scheme

7.4 SBI REALTY GOLD LOAN

USP
 Available for Home Loan Borrowers for Margin Money/ Property Registration
Charges/Project Price escalation
 Three variant to cater different repayment capacity of the customer
Purpose SBI Realty Gold Loan can be availed by pledge of gold ornaments including
gold coins sold by Banks (Out of total Gold ornaments to be pledged the
weight of Gold Coin(s) does not exceed 50 grams per customer) to meet
undernoted requirement: i) Margin money requirement in housing loan. ii)
Registration charges of house property. iii) Project price escalation.

Eligibility The loan can be sanctioned to the Housing Loan borrowers (both existing
and new) with Minimum capacity to service the interest/EMI (as applicable)
and RSM score of 31 and above, as applicable to gold loan.

Age 18 years and above

Documents ✓ Loan Application form: PL-50(i)

✓ Gold Ornaments Take Delivery Letter with Gold Ornaments duly
verified for quality and quantity.
✓ Witness letter, if applicable
✓ Appraiser Certificate. In addition to KYC Documents as per RBI
norms the following supporting documents need to be obtained and
verified.
i) Margin money requirement in housing loan. Margin Money
requirement as per the Home Loan arrangement letter
ii) Registration charges of house property. Estimate of Stamp Duty
iii) Project price escalation (any of the under noted documents):
a) Estimate from empanelled valuer in case of Construction.
b) Letter from Builder in case of Flat.
c) Letter from the RACPC/RASMEC regarding project Price escalation.
After processing and before disbursement of the loan, the following
documents to be obtained.
✓ Arrangement letter with acceptance of Terms and Conditions
✓ DP Note and DPN delivery letter
Loan Amount Maximum: Rs. 50 lakh, Minimum: Rs 50,000/-

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Product 1. SBI Realty Bullet Repayment Gold Loan where repayment of loan is
Variant with permitted by way of bullet repayment during the loan period/End of the term
Repayment & i.e. there is no repayment obligation during the loan term.
Margin
Facility: Demand Loan; Margin: 35%; Period of Loan: Max: 36 months.
Repayment Mode: Bullet Repayment of Interest and Principal at the time of
closure/end of the term. Interest will be charged in the account at monthly
rests but will become due for payment along with principal only on maturity.
2. SBI Realty Liquid Gold Loan where Interest is to be served every month
and principal will be due at the end of the loan term.
Facility: Overdraft with provision of Cheque Book (Current Account with
Cheque Book facility). Customers having transaction rights in INB, availing
Gold Loan under Realty Liquid Gold Loan Scheme will be able to transact in
the account through the INB platform using existing credentials.
Margin: 25%

Period of Loan: Maximum: 36 months subject to review after every 12

months.
Repayment Mode: The Outstanding will be repayable at the end of the Loan
Term. While reviewing the account, the operating units should ensure that
the monthly interest debited is serviced as per stipulations and outstanding
is well within the Limit / Drawing Power.
3. SBI Realty EMI Gold Loan where principal together with interest is
repayable in Equated Monthly Instalments (EMIs).

Facility: Demand Loan; Margin: 25%; Period of Loan: Max: 36 months.

Repayment: EMI from the next month of the disbursement of the loan.
Processing 0.50% of loan amount subject to minimum Rs. 500 + GST
Fees
Interest Rate 50 bps above 1-year MCLR and fixed over the loan tenure
Eligible All Gold Loan Point Branches (GLPB) as per the list of branches annexed
Branches in the Circular.
Income Tax Under Section 24(b) - Interest, Section 80C- Principal, Section 80EEA
benefit
Prepayment No Fore-closure charges/Pre-payment penalties
charges
Other Only Gold appraiser charges will be paid by the Applicant.
Charges
Security Pledge of gold ornaments duly verified for quality and quantity, as applicable
to existing Gold Loan products, while maintaining statutory LTV ratio

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 8. PERSONAL LOANS
Following two types of Personal loans which can be considered for our constituents.
Secured Loans and Unsecured loans:
I. Secured Loan: A secured personal loan is a loan backed by collateral i.e. some
financial assets you own, like a home or a car that can be used as payment to the
lender if the borrower don't pay back the loan. Lenders accept collateral against a
secured loan to incentivize borrowers to repay the loan on time.
II. Unsecured Loan: An unsecured personal loan is a general-purpose loan that are
sanctioned to individual customers to meet their personal expenses.
UNSECURED LOANS

CHARACTERISTICS OF UNSECURED LOANS

 Unsecured personal loans are general purpose loans that are sanctioned to individual
customers to meet their personal expenses.
 These loans are not sanctioned for speculative purposes
 Bank does not verify the end use rather obtains an undertaking from customers about the
specific purpose for which the money has been borrowed
 The loans are sanctioned to those customers who main accounts with us and have a
regular flow of credit in those accounts. For example salary, Pension, Rent etc. get credited
in the accounts.
 Loans are unsecured ab-initio.
8.1 XPRESS CREDIT SCHEME
USP
 Loan for personal purpose without asking for evidence of end use of funds.
 For salaried employees with a minimum of 1 year’s length of service
 Nil Margin/Security or Third Party Guarantee
Target Permanent Employees of Central and State Government, Quasi
Group & / Government, Central PSUs, Profit making State PSUs, Educational Institution
Purpose of National Repute, Reputed Private Schools and Colleges, Select Corporates
including those who do not have business relationship with bank (subject to
fulfilment of certain conditions).
Loans under the scheme are sanctioned for any legitimate personal purpose
(e.g., expenses for domestic or foreign travel, medical treatment of self or a
family member, meeting any financial liability such as marriage of
son/daughter, to meet educational expenses of wards, meeting margins for
purchase of assets etc.)

30 | P a g e
 Eligibility Permanent employees having Salary account with us.
The min. Net Monthly Income (NMI) should be Rs 15,000.
Quantum of (i) Term Loan: Minimum: Rs.25, 000/-Maximum: 24 times NMI subject to
Finance Maximum of Rs. 20.00 lacs.

(ii) Overdraft: Minimum: RS.5.00 lacs Maximum: 24 times NMI subject to

maximum of Rs.20.00 lacs...
Repayment Maximum 72 months or residual service period whichever is less subject to
EMI/NMI ≤ 50%.
Special Term Loan and Overdraft with Reducing DP
Features Provision for 2nd Loan which can be sanctioned any time after availing 1st
loan.

8.2 SBI INSTA CREDIT: TOP UP LOAN ON INB & YONO PLATFORM
USP
 Hassle free top up loan
 Top Up loan on Digital Platform for existing Xpress Credit borrowers
Description/Criteria
Purpose Any personal purpose other than speculative purpose
Eligibility  Existing Xpress Credit Loan Borrowers who fulfil the following
conditions will be offered “SBI Insta Credit Top Up Loan”:
 Minimum existing Xpress Credit Loan Limit of Rs 1 lac
 Minimum residual maturity of Xpress Credit Loan • 1 year
 Satisfactory repayment record of at least 1 year
 The customer should not have an existing Top up Loan
 No instance of the Xpress Credit Loan slipping to RG•3 and beyond
in last 1 year.
 Repayment of Loan will be only through SI.
Validity of Offer Only for pre-selected customers on our INB Platform which will be valid for
a period of 1 month from the date of activation of the offer.
Loan Amount 20% of Xpress Credit Limit (Existing Loan Limit)
Minimum: Rs 20,000 Maximum: Rs 3,00,000
Nature of Facility Demand Loan
Loan tenure Residual Maturity Loan Tenure
12 - 35 months 1 year (12 months)
36 - 48 months 3 years (36 months)
Repayment The overdraft will be repayable by way of EMIs commencing after one
Period month from the month of disbursement. The maximum repayment period
will be 3 years by automatic setting up of Standing Instructions.

8.3 XPRESS ELITE

USP
 Specifically created product for Salary package customers drawing Net
Monthly Income in the range of Rs.7000 to Rs. 14,999
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Parameters Description/Criteria
Eligibility All salary package customers with regular salary credits in Salary Package
accounts (excluding non-permanent employees and irregular salary
credits). For CSP customers mapping of employer code is mandatory.
Net Monthly Minimum: Rs. 7000 Maximum: Rs. 14999
Income
Loan Minimum: Rs. 25000 ; Maximum: Rs. 1,80,000
Amount Subject to12 times of the Net Monthly Income and EMI/NMI ratio <= 40%
Repayment Maximum 36 Months or residual service whichever is less
Period
Loan Type Demand Loan
Processing Please refer latest circular instructions for applicable Processing fee at the
fee time of loan sanction. Presently,
1.50 % of the loan amount plus GST (With a Minimum of Rs.1000/-
+ GST)
Rate of 1% higher than ROI applicable under normal Xpress credit scheme
interest across various brackets.
2nd Loan No second loan. Fresh loan with enhanced limit can be sanctioned after
closing the existing loan.
8.4 SBI Quick Personal Loan Scheme through CLP portal
USP
 Provided on Contactless Lending Platform
 Sanction in 1 day in case of Customers maintaining salary accounts with the bank
Parameters Details

Salaried employee (21-58 years) having minimum one year regular

Eligible service with Central & State Govt., Quasi Government, Central & State
Criteria PSUs, Corporates (Private & Public Ltd.), Educational Institutions of
National Repute (Institutions covered under SBI Scholar Loan Scheme
& White listed Institutes under Student Loan Scheme).
RSM Score of > 40 (as applicable under Xpress Credit scheme
Purpose Any personal and domestic purpose other than speculative purposes

Type of Loan Term Loan

Net Monthly Minimum Rs.15,000
Income
Loan Amount Minimum: Rs.24,000/- Maximum: Rs.20,00,000/- subject to 24 times
NMI
Repayment Maximum 60 months or residual service period whichever is less
Period
Repayment Salary A/c with our Bank: SI
Mode Salary A/c with other Bank: NACH/ ECS
Other CIBIL Score: Minimum 670 with no default
information
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8.5 OVERDRAFT FACIITY IN SALARY PACKAGES
The Corporate Salary Package was introduced in 2006. Subsequently depending
upon the target group, the Bank has customised special Salary Packages for
employees of Defence, Para Military, Railways, Central Government, State
Governments as well as Police, select Corporates, etc. to have a focused approach
Overdraft feature:
a. Overdraft facility in the Salary Package (Savings) account
b. He should be a permanent employee of the Corporate/ Organisation.
c. Have minimal residual service of 6 months
d. The salary account should be KYC compliant. The nature of OD will be “Clean OD”,
without any collateral.
e. Overdraft will be limited to 2 month’s Net Salary
f. Overdraft limit restricted to maximum limit under Gold, Diamond and Platinum
variant as follows:
Variant Maximum Limit
Gold Rs.75,000/-
Diamond Rs.1,50,000/-
Platinum Rs.2,00,000/-

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 9.1 SBI PENSION LOAN
USP
 Personal Loan for Pensioners and Family Pensioners
 Available at till the age of 76 years of the pensioners
Eligibility (A) Pensioners:
i) All Central, State Government pensioners and SBI Pensioners, whose
pension accounts are maintained by our branches.
ii) Pensioners whose pensions are disbursed by Govt. Treasuries
iii) PPOs must be maintained with SBI
(B) Family pensioner, i.e. spouse authorised to receive pension after the
death of the pensioner
The pensioner/family pensioner should be below 76 years of age
Age and Repayment period for all categories of pensioners has been restricted to
Repayment maximum 72 months, subject to full repayment of loan by 78 years of age.
Period
Loan Amount EMI/NMP not to exceed 50% for Pensioners and 33% for Family
Pensioner Minimum Rs.25,000/-Maximum as follows:
Age at the time of sanction For Family
Pensioner Pensioner
Up to 72 yrs. 14 lacs 5 lacs
More than 72 yrs.& up to 74 yrs. 12 lacs 4.5 lacs
More than 74 yrs.& up to 76 yrs. 7.5 lacs 2.5 lacs
Margin Nil
Security A. Primary Security: NIL
B. Collateral Security -Third Party Guarantee (TPG is waived for regular
pensioners whose PPOs are already maintained by our Bank.
Disbursement By credit to the running deposit account (SB/ CA)
Repayment In EMIs commencing from the pension payable one month after disbursal
Repayment period for all categories of pensioners has been
restricted to maximum 72 months, subject to full repayment of loan
by 78 years of age
2nd Loan After disbursement of the 1st loan provided the 1st loan has been
Top Up satisfactorily conducted and is regular at the time of sanction of 2nd
Loan. There cannot be more than 2 Pension Loans standing in the name
of a borrower. However, this is subject to the overall EMI/NMP ratio of
50% for Pensioner and 33% for the Family Pensioner. The sum total of
outstanding in the 1st loan and limit of 2nd loan in no case should exceed
the pensioner’s entitlement at the time of availment of 2 nd loan.

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 9.2 JAI JAWAN PENSION LOAN
USP
 Hassle free personal loan
 Specially created Pension Loan Scheme for Pensioners of Armed Forces
Eligibility Pensioners of Armed Forces, including Army, Navy and Air Force,
Paramilitary Forces, Coast Guards, Rashtriya Rifles, CRPF, BSF, ITBP, etc.
who are below 50 years of age.
Loan Minimum Rs.25,000/=,
Amount & EMI / NMP : Not to exceed 50%
Repayment Age at time Maximum Amount
of sanction (36 Month’s Pension)
Upto 56 yrs Rs. 14.00 lacs
56 - 72yrs Rs. 14.00 lacs
72 - 74 yrs. Rs. 12.00 lacs
74 – 76 yrs. Rs. 7.50 lacs
Repayment period for all categories of pensioners has been restricted to
maximum 72 months, subject to full repayment of loan by 78 years of age.
EMI/NMP Not to exceed 50%.

9.3 PENSION LOAN TO COAL MINES PROVIDENT FUND (CMPF) PENSIONERS

USP
 Hassle free personal loan
 Specially created Pension Loan Scheme for Pensioners of COAL MINES
PROVIDENT FUND (CMPF)
Description
Eligibility
All CMPF Pensioners (Except Family and Children Pensioner)
whose pension accounts are maintained with the SBI.
Loan Amount Minimum Rs.25,000/-
Maximum: 18 months’ Net Monthly Pension (NMP) but not exceeding
Rs.3.00 lacs, subject to EMI/NMP not exceeding 50%.
Age Maximum Age at the time of Sanction of Loan : 65 Years
Security A. Primary : NIL
B. Collateral: Third Party Guarantee of a person good for the loan
amount who has been maintaining a satisfactorily conducted account with
the Bank; preferably spouse/ son/ daughter of the pensioners.
Authorised All Branches where the Pension accounts are maintained.
Branches
Documents As applicable to SBI Pension Loan
Repayment As applicable to SBI Pension Loan Branch will deduct the instalment by
set-up of SI between Pension payment A/c and Pension loan A/c.

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 10. OTHER DEMAND LOANS AGAINST SECURITY
10.1 Loan Against Bank’s Time Deposits
To meet expenses of personal nature, Loans may be granted against Term Deposits
(including NRE/NRO /FCNB deposits) ii) Special Term Deposits (including
NRE/NRO/FCNB deposits) iii) Recurring Deposits (Accounts with balance of Rs.100/- &
above only eligible including NRE/NRO Deposits) (No loan will be granted against RFC
deposits). Margin: 10% on TDR (Principal) & STDR (Principal + accrued Interest).
Sanction of loans against third party deposit(s) not permitted.
10.2 Online Overdraft against TDR/STDR
 For customers having Internet Banking and Fixed Deposit Accounts (e-STDR/TDR) in
single name only.
 The facility of online OD is not available against NRE/NRO/ FCNR (B) Fixed deposits,
MODs & Tax Savings Fixed Deposits.
 Minimum loan amount is Rs.25, 000/- and maximum Rs.5.00 Crore.
 The Limit of overdraft against STDR/eSTDR will be by default 90% of the face value of
STDR/eSTDR& against TDR/eTDR will be by default 75% i.e., customers will have no
choice to fix the lower limit.
 The Loan Tenor will be minimum 6 months & maximum 12 months.
 The Loan will be repayable by way of EMIs. Standing Instruction (SI) for EMI payment
will be automatically set up on Savings Bank Account of the customer.
 Interest Rate will be 1.00% above the Interest payable on the Fixed Deposit.
10.3 Loan against NSCs/KVPs
To meet expenses of personal nature for Customers having satisfactorily run account with
no minimum and maximum loan amount. 40% of face value plus accrued interest of NSC
VIII issue/KVPs is retained as Margin. Pledge on NSC/KVP. Third party loans against
NSCs/KVPs may be considered on merits of each case
10.4 Loan against Life Insurance Policy
To meet expenses of personal nature. All branches can grant loans to the customers
maintaining satisfactorily conducted accounts, against the security of the life insurance
policies issued by (a) Life Insurance Corporation of India (b) Department of Post Offices (c)
SBI Life Insurance Company Ltd., Loan Amount: No minimum; no maximum. Margin: 5% of
the Surrender Value of the policy
Other than that, Bank has launched many other demand/personal loans as follows:
 E-commerce loan
 Pre-approved personal Loan
 Demand Loan against debt securities/DAF etc.
 Demand loan against SBI MF Securities
 Online loan against shares
 Loan against Sovereign Gold Bonds, RBI bonds etc.

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 FAQs on Auto Loans

1 If I want to avail loan in joint names with my spouse in whose name, the vehicle is to
be registered?
Ans. Vehicle can be registered in any one of the Co Borrowers name.

2 Is salary account with SBI is mandatory for availing Auto Loans?

Ans Customers of other banks without salary account with us can also avail the Car loans /
Auto loans. Repayment can be done by ECS/ PDCs.

3 Does the bank need to insure the vehicle every year?

Ans. Vehicle needs to be insured for at least market value or 110% of the loan outstanding
whichever is higher.
Insurance copy for the 1st year to be obtained and held on record, it is the responsibility of the
borrower to keep the vehicle insured; subsequent year’s insurance copies need not be
obtained if the account is standard.

4 What about the insurance policy for high value loans and for irregular loans?
Ans. For all Auto Loans above Rs 20 Lakh, insurance copy to be obtained every year and for
all NPA accounts insurance copy to be obtained.

5. For financing Car Loans what is Maximum loan amount in relation to Ex show room
price vis-a-vis On Road price?
Ans. 85% or 90% (For CSP customers) of On Road price of the vehicle, subject to maximum
ex-showroom price of the vehicle.

6 How many loans can be sanctioned to a single customer?

Ans. Two car loans can be sanctioned by Branches to a single customer, whereas for
financing 3rd car loan approval from GM of Network to be obtained.

7 What are the Foreclosure charges for Auto loans?

Ans. Foreclosure charges @3% +GST on the Theo-balance to be levied only if closed within
2 years from the disbursement of loan.

8 What are the Pre-Payment charges for Auto Loans?

Ans. Pre-Payment penalty @1% + GST to be levied quarterly on the prepaid amount if
prepaid within 2 years from the date of disbursement.

9 Within how many days the vehicle needs to be registered?

Ans. Within 120 days from date of disbursement borrower need to get the vehicle registered.
If the borrower fails to do so a penalty of Rs. 2500+GST pm to be recovered till charge noting.

10 What is the processing fee for car loan?

Ans. ➢ 0.40% + GST; Min 1000/- + GST, Max 7500/- + GST
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 ➢ Branch to refer time to time circular issued by PBBU department

11 What is the amount for which accessories can be included in the project cost?
Ans. The cost of accessories should not be included in project cost.

12 On what basis Rate of interest is charged to the customer, can we offer better rate to
each customer?
Ans. Rate of Interest depends on the CIBIL Score of the customer, two customers taking
same loan amount will be charged different rate of interest depending on the CIBIL Score

13 Can we extend concession in ROI for customers taking high end cars?
Ans: ➢ For New car loans above 15 Lakh and borrower age > 25 years
➢ And for CIBIL score 707 and above
➢ DGM up to 10 bps; GM- 20 bps; CGM-30 bps
14 Customer wants to gift to his grandson Car by cancelling his Fixed deposits, how can
we help the customer in getting a car loan and by retaining the deposits, customer is
senior citizen.
Ans. We can sanction loan under ASSURED CAR LOAN by marking lien on term deposit.
The minimum age of the customer is 18 and there is no maximum age stipulation. Loan
amount is 100% of FD on On-Road Price.

15 One NRI wants to avail car loan. He is not having NRE Account with us. How can we
help him in getting car loan?
Ans. We can suggest the NRI to open New Account with USD 5,000/- or equivalent for
getting NRI Car loan. For our existing NRI Customers, need to maintain account for at least 12
months with average balance of Rs 50,000/-.
16 One of our home loan borrowers has requested for car loan with margin 0%, Can we
help him?
Ans: Loan can be sanctioned under SBI LOYALTY CAR LOAN. Loan amount will be arrived
based on the (difference between 75% of the realizable value of house property and loan
outstanding) or (as per EMI/NMI) or (on Ex-showroom Price of the vehicle) whichever is
lower.
17 What is the minimum Loan amount of under Auto Loans?
Ans. Minimum loan amount is Rs 1.00 Lakh, for Assured Car Loans Minimum loan is Rs
2.00 Lakh.
18 Can we sanction any concession in interest rate for bulk business?
Ans Circle CGM can give interest concession of 30 bps for Bulk business with minimum of
20 car loans with gross value of Rs 1 Cr. and above from Single entity i.e., Organization /
unit.
19 Can we sanction loans for used cars?
Ans Loans can be sanctioned for used cars under Certified Pre-Owned Car Loan Scheme.
The age of the vehicle should not be more than 10 years and ownership should not be
transferred more than twice.
20 What is the maximum repayment period for Certified Pre-Owned Car Loan Scheme?
Ans Loan repayment period will be calculated based on the age of vehicle minus 10 years,
subject to a maximum of 5 years. Ex: if vehicle is 2 years old, then repayment would be 10-
2=8, however we limit it to 5 years.
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 FAQs on Home Loans
1. What is EBLR?
EBLR stands for External Benchmark Lending Rate. SBI has adopted Repo Rate as the external
benchmark to link its floating rate home loans with effect from 01.10.2019.

2. Can existing borrowers avail the benefits of the new interest rate?
Yes, floating rate home loan borrowers with regular account conduct as on the date of
switch over, can be migrated to the new interest rate structure.

3. What are the charges for migrating to the new structure?

One time switch over fee of Rs.5000/- plus taxes is applicable.

4. When will my interest rate change?

The interest rates will change at quarterly interval on 1st day of calendar quarter
subsequent to the change in RBI’s Repo Rate.
5. Is EBLR a home loan new product?
No. It is a new interest rate structure. All floating rate home loans will have interest rates
linked to External Benchmark.

6. I am existing Home Loan customer of SBI and need additional funds urgently. How
can I get additional loan?
• Eligible existing Home Loan customers are offered Instant Home Top Up Home Loan
through our Mobile App YONO. Apply now and get funds instantly. To download the app,
visit: https://www.sbiyono.sbi
• Existing Home Loan customers can also visit the branch to get additional top up loan. For
more information, visithttps://www.sbiyono.sbi

7. What is the minimum Loan amount & max loan amount available under Insta Top Up
Loan?
Min. Rs. 100,000, Max Rs. 500,000

8. Can I get instant digital approval?

You can get instant in-principle approval by:
• Applying through this website.
• Apply through Mobile App YONO.

9. How can I know my Home Loan Eligibility?

Your Home Loan Eligibility is communicated in the In-Principle Sanction conveyed during
your application on our website or on the YONO App.

10. What will be my EMI?

To know your EMI, visit our EMI Calculator at https://homeloans.sbi/calculators

11. How much can I save by transferring my existing loan to SBI?

Visit the savings calculator here https://homeloans.sbi/calculatorsand click on ‘Balance
Transfer’

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12. What should be the language of the registration document?
The language of the registration document must be the one that is commonly / prominently
used in your district. According to Section 19 of the Indian Registration Act, the Registering
Officer or the Registrar has the discretionary authority to decline the registration of your
document if it is presented in a language which is not commonly used in the district, unless
and until it is accompanied with the authentic translation of the language in use.

13. Can I authorize someone else to register my property by granting him a Power of
Attorney?
Yes, you can execute a Special Power Of Attorney to get your property registered by
someone else.
14. What is a Power Of Attorney?
A Power of Attorney allows a person to grant another person the right to make decisions
regarding the person's assets, finances and real estate properties.
There are two types of power of attorney. First, the 'General Power of Attorney' where a
property owner confers 'general' rights. The rights include but are not limited to sell, lease,
sub-lease etc. The second one is the 'Special Power of Attorney' wherein only a specific right
is given by the owner to the chosen person.

15. What is the process to register my property?

Registration of a property includes necessary stamping and paying of registration charges for
a sale deed and getting it recorded at the sub-registrar's office of the concerned jurisdictional
area. If a property is purchased from a developer directly, getting it registered amounts to an
act of legal conveyance. In case the purchased property is a second or third transaction, it
involves a duly stamped and registered transfer deed. Nowadays, property registration
process has been completely computerized in most states.

16. What is the meaning of property registration?

It refers to the registering of documents relating to transfer, sale, lease or any other form of
disposal of an immovable property. Registration is compulsory by law for all properties under
Section 17 of the Indian Registrations Act, 1908. Once a property has been registered
lawfully, it means that the person in whose favour the property has been registered, is the
lawful owner of the premises and is fully responsible for it in all respects.

17. What documents would I need at the time of possession?

• Original copies of the chain of title agreements and Building Plan approvals
• Original registration and stamp duty receipts
• Possession Letter
• Original share certificate (In case of societies)
• Proof of payment of all dues like maintenance charges, electricity bills, phone, water and
property taxes up to the date of handing possession
• NOC from the Society or any other concerned body confirming that there is no objection to
the transfer

18. What documents do I need to check if I am buying a resale property?

Clear and marketable Title, Sale Deed, Encumbrance Certificate, latest tax receipts,
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Occupancy Certificate, Building Plan Approvals and Possession Certificate.

19. What documents are required to get a resale property duly registered?
New Sale Deed, PAN Card and photographs.

20. What documents are required for registration of a new apartment/plot?

Sale Deed, No Objection Certificate (NOC) from builder, NOC from banks, Building Plan
approvals, Completion Certificate, PAN Card and photographs.
21. What documents are needed for registration of an independent house? Allotment
papers of the plot, Building Plan approvals, Transfer Deed (in case of multiple owners), Sale
Deed, PAN Card and photographs.

22. What is an EMI?

EMI or Equated Monthly Instalment is a fixed amount paid by you to the bank on a specific
date every month. The EMI's are fixed when you borrow money from the bank as a loan.
EMI's are used to pay both interest and principal amount of a loan in a way that over a
specific number of years, the loan amount is repaid to the bank along with interest.

23. What documents should I check before buying a new property?

• Sale Deed
• Title Deed
• Approved Building plans
• Completion Certificate (For Newly constructed property)
• Commencement Certificate (For Under-construction property)
• Conversion Certificate (If agricultural land is converted to non-agricultural)
• Khata Certificate (especially in Bengaluru)
• Encumbrance Certificate
• Latest Tax Receipts
• Occupancy Certificate
24. Whether balance transfer with sanction of Higher Loan Amount & extended
Repayment Period is possible?
Yes. Based on the merits of the case and requirements/ eligibility of the borrower, the Bank
may sanction an amount higher than the amount taken over from other bank/ financial
institution for purposes of renovation/ extension/ furnishings. Similarly extended repayment
period may be sanctioned provided that at all times the criteria regarding maximum
permissible finance and security margin under the Bank's scheme are not diluted.

25. How do I benefit if the interest is calculated on a daily reducing balance for SBI
Home Loans?
On an annual reducing balance method, you will continue to pay interest on amounts you
repay during the coming one year as the interest for the year is determined on the basis of the
balance outstanding at the beginning of the year. In the case of the daily reducing balance,
which is the methodology we employ, your interest is calculated only on the outstanding loan
amount, which reduces every time you pay off your EMIs or make any prepayments. This in
essence lowers your effective rate of interest significantly.

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26. Is pre-payment penalty funded in balance transfers?
Yes. Total loan quantum, will however, continue to be determined by eligibility criteria based
on income, EMI/NMI ratio, LTV ratio etc. applicable to Home Loans scheme.

27. Is balance transfer of Home Loan with Home Top Up loan permitted?
Yes. Home Loan with Home Top up loan can be taken over subject to Maximum Loan to
Value of 75 % and fulfilment of other terms and conditions of balance transfer.

28. What are the types of Home loans available?

• Home Purchase Loan: It is the most common type of loan taken for purchasing a new
residential property or an old house from its previous owner.
• Home Improvement Loan: Home improvement loans are given for executing repair and
renovation work at home.
• Home Construction Loan: These loans are sanctioned to construct a house on a piece of
land you have already purchased. The loan approval and application process for these
loans is somewhat different from the other commonly available home loans.
• Home Extension Loan: Home extension loans are offered for expanding or extending an
existing house. To cite a few examples, addition of an extra room, a floor etc.
• Land Purchase Loan: This type of loan is granted for the purchase of a plot of land for
both residential or investment purposes.
• Home Conversion Loans: These loans are available for people who have already
purchased a house by taking a home loan but would now want to buy and move to
another house. With these loans, they can fund the purchase of the new house by
transferring the current loan to the new house.
• Balance Transfer Loan: These loans are availed to transfer one's home loan from one
bank to another. It is usually done to repay the remaining amount of loan at lower
interest rates or when a customer is unhappy with the services provided by his existing
home loan provider and wants to switch to a different bank.
• NRI Home loans: These are specialized loans, structured to suit the requirements of
NRI's who wish to build or buy a home in India.
• Loan against Property (LAP): These loans are given or disbursed against the mortgage of
a property.

29. What is the difference between fixed rate and floating rate of interest?
In the fixed interest rate scenario, the interest remains constant throughout the loan period
irrespective of the changes in market conditions while in the floating interest rate scenario, the
interest can decrease or increase depending on market fluctuations.

30. How is the interest rate calculated?

The interest on home loans is usually calculated either on monthly reducing or yearly
reducing or daily reducing balance by Bank. 'SBI charges interest on daily reducing balance'.
Specifics are mentioned below: -
• Annual reducing method: In this system, the principal, for which you pay interest, reduces
at the end of the year. Thus, you continue to pay interest on a certain portion of the
principal that you have actually paid back to the lender. This means that the EMI for the
monthly reducing system is effectively less than the annual reducing system.
• Monthly reducing method: In this system, the principal, for which you pay interest, reduces
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 every month as you pay your EMI.
• Daily Reducing method: In this system, the principal, for which you pay interest, reduces
from the day you pay your EMI. EMI in the daily reducing system is less than in the
monthly reducing system and a year is treated as consisting of 365 days irrespective of
leap or non-leap year.

31. What are the processing fees charged by the bank?

For Home Loans Bank charges a Consolidated Processing Fee: “0.40% of the loan amount
plus applicable GST subject to a minimum of Rs 10000/-plus GST and maximum of Rs
30000/- plus GST.
For Builder Tie-Up cases ,wherever separate TIR and Valuation is not required: 0.40% of
loan amount subject to maximum recovery of Rs 10000/- plus applicable tax and, if in case
TIR and Valuation is required then normal charge as mentioned above will be applicable

32. What is a down payment?

Generally, banking & finance institutions pay around 75% to 85% of the cost of the property
bought. The remaining 25% to 15% of the amount is paid on an up-front basis, which is
popularly known as the down payment.

33. What is a home loan?

Home loan is the money borrowed from a bank or a housing finance institution on interest for
buying / constructing / upgrading a residential real estate property.

34. What is the average tenure of a home loan?

As home loans involve a large sum of money, the tenure generally varies between 3 to 30
years.

35. Does the tenure affect the loan cost?

Longer the tenure you have, the lesser will be your EMI but higher would be the interest
outgo. In shorter tenures, you pay a greater EMI, but the loan gets repaid faster and you pay
less by way of interest.

36. What is Pre-EMI?

Under the Pre-EMI option, the borrower is required to pay only the interest on the loan
amount that will be disbursed as per the progress on the construction of the project. The
actual EMI payment starts after the possession of the house.

37. Can a Home Loan be Pre-approved?

Yes. One can avail of a pre-approved loan from the bank.
What are the general eligibility conditions for availing a home loan?
The general eligibility conditions are as follows:
• The borrower should be a resident of India or an NRI
• He / she should be above 18years of age at the beginning of the loan
• Repayment should be up to the age of 70 years.

38. How does my salary influence my home loan amount?

Apart from other criteria and norms of the lending bank, the home loan amount is generally

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calculated on the basis of your EMI and NMI ratio, where NMI is the take-home pay after
taxes and other payroll deductions. The EMI/NMI ratio varies in the range of 20% to 70% for
different Net Annual Income slabs. The loan amount can be increased by including a co-
applicant.

39. Can I apply jointly with my spouse? Will both our salaries be taken into
consideration for calculating the loan amount?
Yes, your salaries can be clubbed for the purpose of calculation of the loan amount. This can
be done either when the property is jointly held with the spouse or the spouse stands as a
guarantor. Thus, we ensure a great deal of flexibility in the entire exercise of financing your
house.

40. What is the normal time required for disbursement of a home loan?
On an average, loans are disbursed within 3-10 days after satisfactory and complete
documentation and completion of all the required procedures.

41. Can I sell the property even when the home loan is outstanding?
Yes, you can sell the property with the prior consent of the financing bank. If the buyer wants
to take a loan to buy the property, the process is much easier if he/she approaches the same
bank. In these cases, the bank does not need to release the property papers to another bank
before getting the payment.
If the buyer wants to make a payment outright, he can make it to the bank directly. The
property papers will be released only after the bank has recovered the entire loan amount
and other dues.

42. Can I get an in-principle approval and actually avail of the loan later?
What we do is, before you choose the house you want to buy, we give you an in-principle
approval based on your income and capacity to repay. This makes the entire process of
identifying and buying a house easier and more flexible. You won't be under pressure to
identify a house as you know how much funds the bank would make available to you.

43. If I have money, is it still necessary to avail of a bank loan for buying a home? It is
generally advantageous to go for a home loan as it helps you in availing tax benefits.
However, please consult your CA or tax advisor to discuss the pros and cons.

44. What security do I have to furnish?

SBI requires a mortgage of the property for which the loan is being taken. Where mortgage
can't be provided, other tangible security would need to be provided. The title of the property
should be clear, for which a certificate would be required from the Bank's approved advocate,
safeguarding your interests as well as Bank's interests.
Additional security may be required where the house is under construction. This may be for
an interim period, by way of tangible security or guarantees from sound and solvent
individuals.

45. What does a home insurance policy cover?

Home insurance policies cover the house structure as well as its contents or possessions.
Many insurance policies also combine various personal insurance features too.

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46. What is covered under personal possessions?
Under personal possessions, home insurance companies generally cover furniture,
electronic/electrical gadgets and jewellery under personal possessions. However, the
maximum liability of these items depends upon the type of insurance cover sought or
valuations done by the bank.

47. How do banks value the property for insurance purposes?

Property valuation is done by multiplying the built up area of the property with the cost of
construction per square feet. This is the usual method followed by most banks.

48. What are the types of insurances available with Home Loan?
• Term Insurance product is offered by SBI Life Insurance Company which offers financial
coverage to the term life insurance policy holder for a specific time period. In case of death of
the insured individual during the policy term, the death benefit is paid by the company to the
beneficiary. (SBI Suraksha)
• Property insurance is offered by SBI General that covers private residences and protects
them from unpredictable damages and natural disasters.

49. What is the tax rebate available on a home loan?

Interest paid on housing loans is allowed as a deduction to the extent of 2 lakh in respect of
self-occupied property. In order to provide a further impetus, an additional deduction of up to
1, 50,000/- for interest paid on loans borrowed up to 31st March, 2020 for purchase of an
affordable house valued up to 45 lakh.

The Principal portion of the EMI paid for the year is allowed as deduction under Section 80C.
The maximum amount that can be claimed is up to Rs 1.5 lakh.

50. How does SBI housing loan compare with those offered by other institutions?
• Our rates are most competitive in the Industry.
• We have more than 20 different home loan schemes customized to suit your
requirements.
• There is total transparency with regard to the rate of interest and the fees charged by us.
• We offer housing loans with low equated monthly instalments, i.e. you pay substantially
less in repayments as compared to others.
• We have no upper limit. The loan amount is determined by repaying capacity and the
value of property to be financed.
• We offer loans with one of the longest tenors (up to 33 years) with the flexibility provided to
reduce the tenor by prepaying the loan without any penalty.
• We provide finance for both new and old houses/flats and for construction of houses. Cost
of furnishing the house can also be included in the project cost.
• We levy interest based on daily reducing balance, unlike the annual reducing balance
method used by several other financiers/banks.

51. Can an NRI/PIO acquire residential/commercial property by way of a gift under the
general permission available?
An NRI/PIO can acquire any immovable property in India other than agricultural land/ farm

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 house/ plantation property by way of gift from a person resident in India or from an NRI or
from an OCI, who in any case is a relative as defined in section 2(77) of the Companies Act,
2013.

52. What should be the mode of payment for purchase of residential/commercial

property in India by an NRI/PIO?
• Funds received in India through banking channels by way of inward remittance from any
place outside India or
• Funds held in any non-resident account maintained in accordance with the provisions of the
Act, rules or regulations framed thereunder.
Provided further that no payment for any transfer of immovable property shall be made
either by traveler’s cheque or by foreign currency notes or by any other mode other than
those specifically permitted under this clause.

53. How can I verify that the documents shown to me by the seller are genuine?
• Project approvals can be verified from the corporation or the sanctioning authority's office
• Ownership documents can be confirmed from the Sub Registrar's office wherein they are
registered
• Share certificates related to societies can be verified from the concerned society itself

54. Do women get concessional interest rates for SBI Home Loans?
There is a concessional interest rate of 0.05% p.a. if woman is main applicant/co-applicant.

55. Where can I avail SBI Housing loans?

You can apply for a Home Loan through the following online modes:
• Website at- https://onlineapply.sbi.co.in/personal-banking/home-loan
• YONO Mobile App- https://www.sbiyono.sbi
• SMS ‘HOME’ to 567676
• Call on 1800112018
• https://homeloans.sbi
We have a branch network that is unmatched in terms of reach. We also have specialized
retail loan processing centers and Home Loan Sales Teams across the country to cater to the
housing loan requirements of individual customers.

56. What is the mode of payment for NRI home loans?

The housing loan needs to be paid for the entire tenure of the loan by funds received in India
through banking channels by way of inward remittance from any place outside India or (ii)
funds held in any non-resident account maintained in accordance with the provisions of the
Act, rules or regulations framed thereunder.

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Implication from Risk and Compliance point of view
Handling technology related issues
Implication of erroneous data entry
Mistake done in Accounts where net means is '0' (LOS PB).
LOS – Cannot be Incorrect CERSAI search ID in LOS PB.
rectified.
Branches to ensure for
non-recurrence in future
Errors’ that can be  Home loan accounts where EM not created/ not recorded
rectified/ updated in CBS after 18 months from date of Sanction (67161)
in system CBS
 Details of EM creation not recorded in CBS (accounts
(Rectification
Screen number in with limit >Rs.50000) other than home loan accounts
Brackets) (67161)
 Registration number not recorded in system (Accounts
with o/s > Rs.50000) (67095)
 Vehicle details not captured in system (Accounts with
o/s > Rs.50000) (67095)
 Loan against deposits where lien has not been marked /
lien amount is less than outstanding. (62000)
 Date of demand notice u/s 13(2) of SARFAESI act not
recorded in CBS. (67152)
 Possession notice u/s 13(4) of SARFAESI act not
recorded in CBS after lapse of 60 days from the date of
notice u/s 13(2). (67152)
 Reserve price fixed, auction details not recorded in
CBS. (67152).
 Standard home loans /Auto Loans /Education loans
(Normal ETL > 7.50, Scholar loans above Rs.20.00
Lakhs) where security valuation less than outstanding
or security value. (62000)
 Accounts where primary / collateral security is nil in
CBS (accounts with o/s >Rs.50000) (62000)
 Accounts where valuation date is not recorded in
CBS/date is more than 3 years old. (62000)
Irregularities /  Home loan accounts not covered under Suraksha even
Omissions/ delays to be though borrower opted for the same.
rectified acted upon

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 Gold loans where outstanding greater than security
valuation
 Standard Home loans /Auto Loans/ Xpress Credit/
Pension / Education Loans/ Agri. Term Loans/ SME
Loans where irregularity more than 3 EMI. (To recover
or to classify as NPA).
 Standard Home loans /Auto Loans/ Xpress Credit/
Pension / Education / Agri. Term Loans/SME Loans
where EMI started (Staff Loans included) but no credit
in last 3 months. (To re-cover or to classify as NPA).
 Overdraft accounts where security is withdrawn but OD
limit not Zeroised. Limit and outstanding in the account
are zero but security not withdrawn, and collateral not
deactivated.
 Standard Xpress credit loans where term expired (tenor
120 months) (To recover or to classify as NPA).
 Education loan where moratorium period is greater than
72 months.
 Standard loan against deposits where no credit in last 3
months or where irregularity more than 3EMI/ or
security valuation less than outstanding or security
value is 0.
 Standard Auto loans / Xpress Credit/ Pension Loans/
Education Loans where term expired

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Case Study
A.
Kamal is elated as he has been selected in a prestigious engineering college in
India. His father is earning only Rs.1.00 lac annually. College fee is Rs.1.00 lac
per annum and other expenditure like accommodation accounts for nearly
Rs.0.80 lac per annum. Course period is 4 years. His parents are unable to pay
the fee. He approaches our Bank for financial support so that he can complete
his study. Field Officer in the branch tells that his engineering college figures in
List A of our Bank.
Based upon above, please answer the following:
Q1. Are we having any product to help them out? Name the suitable
product in the above circumstances?
a. Student Loan b. Scholar Loan
c. Skill Loan d.Global Advantage loan
Q2. Which of these is not a category of Institute/ University under the
above loan scheme?
a. List A b. List B c. List C d. List D
Q3. Ministry of HRD along with the Department of Financial Services,
Government of India has launched a common portal .............................
for students to apply for education loans and to facilitate tracking and
follow-up of the loan.
a. Vidya Sagar Electronic Platform c. Vidya Devi Electronic Platform
b. Vidya Lakshmi Electronic Platform d. Vidya Vahini Electronic Platform
Q 4. Scholar Loans cannot be granted jointly in the name of the
student and his/her
a. Parent/ Guardian c. Parents-in law
b. Spouse d. Brother/ Sister
Q 5. What will be the loan term for education loan if maximum
repayment period is allowed?
a. 7 years c. 15 years
b. 10 years d. 20 years

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B.
A customer has approached your branch for sanction of a car loan. He has
selected Maruti Baleno Alpha CVT that is priced around Rs 11.06 lacs. He is a
salaried customer maintaining Corporate Salary Package account with your
branch and his net annual income as per Form 16 is Rs 8.00 lacs. He has
requested for loan amount of Rs 8.00 lacs.
Based upon above, please answer the following:
Q1.What is the margin requirement in case of customer maintaining CSP
account with us?
a. 10 % b. 5 % c. Nil Margin d. 25%
Q. 2 How much will be the EMI/NMI ratio in the present scenario?
a. 60 per cent c. 50 per cent
b. 55 per cent d. 40 per cent
Q. 3 What is the maximum repayment period of Auto Loan which
can be sanctioned to customer?
a. 3 years c. 7 years
b. 5 years d. 10 years
Q.4 What is the normal turnaround time (TAT) for Auto Loan?
a. 1 day c. 3 days
b. 2 days d. 7 days
Q.5 What is the maximum loan amount which can be sanctioned
to the Customer?
a. 48 times NMI subject to EMI/NMI ratio
b. 36 times NMI subject to EMI/NMI ratio
c. 24 times NMI subject to EMI/NMI ratio
d. 60 times NMI subject to EMI/NMI ratio
A B
1 2 3 4 5 1 2 3 4 5
b d b d c a a c b a

50 | P a g e
 Key Learnings Achieved
State Bank of India aims at providing affordable retail loan products for meeting credit needs
of the Indian nationals, NRIs and Persons of Indian Origin, and people belonging to every
economic stratum, for fulfilling their lawful aspirations in accordance with the Bank’s judgment
of loan repayment capacity of the borrowers.

Retail (P-Segment) Loans have several distinct features vis-à-vis loans to other business
segments, Eligibility criteria, Purpose of Loan, Appraisal/Assessment, Delegation of
financial powers, Disbursing branches, Nature of facility, Pricing, Fixed Interest Rates,
Maturity of Advances, Repayment, Prepayment, Security, Take-over, and Outsourcing.

Home Loans
In view of the Bank’s thrust on P-Segment Loans and the steady and significant growth
expected, the Bank would periodically undertake assessment of concentration risk in P-
Segment advances

 Home Loan plays an important role in helping one with easy availability of fund to
acquire his or her dream home.

 Home Loan amount varies from person to person depending on the repayment capacity,
age and income of the loan seeker, his/her dependents and so on. The loan is available
to those who are eligible for a contract such as any person who is not less than 18 years.
Loans are offered to salaried individuals, professionals or businessmen or self-
employed individuals and NRI’s.

Stamp Duty, Registration Charges and other documentation charges has been permitted
to be added to the cost of the house/dwelling unit for the purpose of calculating LTV Ratio
in cases where the total project cost of the dwelling unit does not exceed Rs.10 lacs.

 Maximum loan amount will be lowest of loan amount assessed on the basis of
a) Permissible EMI/NMI ratio
b) Maximum permissible LTV ratio
c) Loan amount applied for

Auto Loans

Auto Loans Scheme is one of the most popular Retail Loans Schemes of the Bank.
Auto Loans may be sanctioned for purchase of new
 Passenger cars, Multi Utility Vehicles (MUVs) and Sports Utility Vehicles (SUVs).
 Two wheelers including Super Bikes.
 Car and a Two Wheeler taken together
Variants- The Bank has developed undernoted variants of Auto Loans, keeping in view
the requirements and repayment capacity of different types of customers:

51 | P a g e
  SBI Car Loan Scheme
 SBI Loyalty Car Loan Scheme
 NRI Car Loan Scheme
 Assured Car Loan Scheme
 Certified Pre-owned Car Loans
 SBI Two-Wheeler Loan Scheme
 High Value Super Bike Loan
 SBI Green Car Loan (Electric Vehicle) Scheme

Education Loan
Based on the standing of the Institutions, course contents, expenditure and
employability, our Bank is offering Loans through various Education Loan products
customizing parameters on loan quantum, security, Interest rates, loan processing,
Process flow, etc. The major products, viz., Student Loans (for studies in India and
abroad), Scholar Loans (for study at elite institutes approved by the Bank), Global Ed-
vantage (for studies abroad), Skill Loans (for Skill development), etc., have been
positioned to target specific student categories.

All Education Loans are to be sanctioned as term loans and Loans are to be
processed, sanctioned and opened through LOS. Applications for Education Loans
are to be submitted through Vidya Lakshmi Portal (VLP), maintained by NSDL on
behalf of MoHRD and DFS. It is mandatory for submission of Student Loan application
through VLP, with restriction on capturing of proposals in OCAS/LOS.
Gold Loan

It is a general-purpose Loan scheme to individuals who fulfills the eligibility criteria,

against collateral security of gold ornaments & specially minted gold coins sold by
Banks.

Branch Cash Officer/Cash in Charge (Award Staff: Senior Special Assistant/ Special
Assistant / Senior Assistant assigned the job of Gold Loan processing) is responsible
for ensuring genuineness and purity of gold ornaments. Genuineness and purity of
gold ornaments to be assessed by using the following methods:
a) Touch stone Method b) Nitric Acid Test c) Specific gravity test

We have variants of Gold loan scheme SBI Personal Gold Loan Scheme, SBI Gold
Loan-Bullet Repayment &SBI Realty Gold Loan
Personal Loans
Following two types of Personal loans which can be considered for our constituents.
Secured Loans and Unsecured loans:

52 | P a g e
 (I) Secured Loan : A secured personal loan is a loan backed by collateral i.e. some
financial assets you own, like a home or a car that can be used as payment to the lender
if the borrower don't pay back the loan. Lenders accept collateral against a secured loan
to incentivize borrowers to repay the loan on time.

(II) Unsecured Loan: An unsecured personal loan is a general-purpose loan that are
sanctioned to individual customers to meet their personal expenses.

Personal Loan are normally sanctioned to those customers who maintain accounts with
us and have a regular flow of credit in those accounts. For example, Salary, Pension, Rent
etc. get credited in the accounts. As name indicates, these loans are purely for any
legitimate purpose and, the purpose of these loans must not be for any speculative activity
and hence an undertaking is being obtained before considering any loan proposal. Some
of the Person loan scheme are:

 Xpress Credit
 SBI Insta Credit.
 Xpress Elite
 SBI Quick Personal Loan
 SBI Pension Loan
 Jai Jawan Pension Loan
Important Circulars

Sr. Particulars Circular date

No.
1 Master Circular on Home Loans And Home 30.09.20210
Related Loans Updated As On 21.03.2020
2. Personal Banking Advances Master Circular: 18.12.2021
Auto Loan
3. Personal Banking Advances Master Circular: 24.03.2022
Xpress Credit
4. SBI Education Loan Schemes Master Circular 31.03.2022
Updated As On 15.03.2022
5. Master Circular Pension Loans 22.03.2022

6. Gold Loans Master Circular: Updated Up To 15.03.2021

28.02.2021

53 | P a g e
 Check Your Progress
1. The Bank does not give loans for
a. Speculative purpose b. Education
c. Construction of House d. Purchase of Car
2. PBBU and REHBU product line does not include
a. Kisan Credit Card b. Personal Loans
c. Auto Loans d. Home Loans
3. What are the factors which provide business potential to market Housing and other P-
Segment Loans?
a. Urbanisation b. increase in disposable income
c. Growing aspiration levels and consumerism d. All the above
4. MPST stands for
a. Multi Products Sales Team b. Multi Process Service Team
c. Mutilated Performance Social Task d. Multi Product Socializing Team
5. EMI consists of
a. Principal only b. Interest only
c. Principal and Interest component d. Half of Principal and half of Interest
6. Flexi-pay Home loan is for salaried customers in the age group of:
a. 30-40 yrs. b. 35-45 yrs.
c. 21-45 yrs. d. 25-45 yrs.

7. If a Home loan customer is 55 years old and works in a private firm, what is the
maximum repayment period that can be sanctioned to him?
a. 5 yrs. b. 10 yrs. c. 15 yrs. d. 20 yrs.

8. What is the name of Auto Loan variant which will available for Existing customers with
unencumbered Fixed Deposits
a. Loyalty Car Loan b. Assured Car loan
c. NRI Car Loan d. Certified Pre-Owned Car Loan Scheme
9. What is the maximum loan amount which can be sanctioned for Diamond variant of
Corporate Salary Package?
a. Rs 1, 00,000/- b. Rs 75,000/-
c. Rs 1.50, 000/- d. Rs 2, 00,000/-

10. What is the maximum repayment period allowed under Xpress Elite?
a. 48 months b. 72 months
c. 84 months d. 60 months
11. What is the maximum loan amount which can be sanctioned under Xpress Elite?
a. Rs 10.00 lacs b. Rs 15.00 lacs
c. Rs 25.00 lacs d. Rs 20.00 lacs

54 | P a g e
12. Which variant of Xpress credit provide personal loans to non-permanent/ contractual
employees working in Organizations/ Institutions which are eligible under Xpress Credit
loan scheme.
a. Xpress Bandhan b. Xpress Power
c. Xpress credit to IT Employees d. Xpress Credit to NPEs

13. Gold Loans cannot be granted against….?

a. Gold Ornaments b. Specially minted Gold Coins
c. Gold Bullion d. Branded Gold Jewelry
14. The maximum repayment period for Xpress Elite loan is………………
a. 24 months b. 48 months c. 60 months d.72 months

15. The Limit of overdraft against TDR/eTDR will be by default % of the face
value of TDR/eTDR in Online Overdraft against Bank Deposits Scheme?
a. 75 b. 90 c.85 d.80

16. Repayment of Car Loans can be done in a maximum period of years.

a. 3 b. 5 c.7 d.10
17. Which of these expenses are not covered under the project cost for Education Loans for
studies in India?
a. Cost of Computer/ Laptop.
c. Cost of Study Tour.
b. Cost of a 2-wheeler (up to Rs.50,000)
d. Living expenses (Excluding Hostel)

18. Under Certified Pre-Owned Cars, Cars to be purchased should not be more than
years old.
a. 8 b.5 c. 3 d.10
19. What is the prescribed EMI/NMI ratio in Xpress Elite Scheme?
a. 50 per cent c. 60 per cent
b. 55 per cent d. 70 per cent

20. Maximum Loan amount for Teachers of Government School is 24 times NMI. What is
maximum loan amount for Teachers in Government Aided Schools?
a. 24 times Net Monthly Income
c. 12 times Net Monthly Income
b. 12 times Gross Salary
d. 24 times Gross Salary
ANSWERS
1 2 3 4 5 6 7 8 9 10
a a d a c c c b c b
11 12 13 14 15 16 17 18 19 20
d d c d a c d b c b

55 | P a g e
 CHECK LIST OF
DOCUMENTS

For Home loan and variants

SBI HOME LOAN

List of papers/ documents applicable to all applicants:

 Employer Identity Card

 Loan Application: Completed loan application form duly filled in affixed with 3 Passport size
photographs
 Proof of Identity (Any one): PAN/ Passport/ Driver’s License/ Voter ID card
 Proof of Residence/ Address (Any one): Recent copy of Telephone Bill/ Electricity Bill/Water
Bill/ Piped Gas Bill or copy of Passport/ Driving License/ Aadhar Card

Property Papers:

 Permission for construction (where applicable)

 Registered Agreement for Sale (only for Maharashtra)/Allotment Letter/Stamped Agreement
for Sale
 Occupancy Certificate (in case of ready to move property)
 Share Certificate (only for Maharashtra), Maintenance Bill, Electricity Bill, Property Tax
Receipt
 Approved Plan copy (Xerox Blueprint) & Registered Development Agreement of the builder,
Conveyance Deed (For New Property)
 Payment Receipts or bank A/C statement showing all the payments made to Builder/Seller

Account Statement:

 Last 6 months Bank Account Statements for all Bank Accounts held by the applicant/s
 If any previous loan from other Banks/Lenders, then Loan A/C statement for last 1 year

Income Proof for Salaried Applicant/ Co-applicant/ Guarantor:

 Salary Slip or Salary Certificate of last 3 months

 Copy of Form 16 for last 2 years or copy of IT Returns for last 2 financial years,
acknowledged by IT Dept.

Income Proof for Non-Salaried Applicant/ Co-applicant/ Guarantor:

 Business address proof

56 | P a g e
 IT returns for last 3 years
 Balance Sheet & Profit & Loss A/c for last 3 years
 Business License Details(or equivalent)
 TDS Certificate (Form 16A, if applicable)
 Certificate of qualification (for C.A./ Doctor and other professionals)

NRI HOME LOANS (Additional documents apart from normal home loans)
Income Proof for Salaried Applicant/ Co-applicant/ Guarantor:

 Valid work permit

 Employment contract - an English translation duly attested by employer/ consulate / our
foreign office / Embassy in case it is in any other language
 Last three months’ salary certificate/slip
 Last six months’ Bank Statement showing salary credit
 Latest salary certificate /slip in original and copy of identity card issued by the current
employer
 Duly acknowledged copy of last year Individual Tax Return except for NRIs/PIOs located in
Middle East countries and employees in the Merchant

SBI REALTY HOME LOANS

 Proof of business address for non-salaried individuals

 Statement of Bank Account/ Pass Book for last six months
 Signature identification from present bankers
 Personal Assets and Liabilities statement

For guarantor (wherever applicable):

 Personal Assets and Liabilities Statement

 2 passport size photographs
 Proof of identification as above
 Proof of residence as above
 Proof of business address as above
 Signature identification from his/her present bankers

Additional documents required for salaried persons:

 Original Salary Certificate from employer

 TDS certificate on Form 16 or copy of IT Returns for last two financial years, duly
acknowledged by IT Deptt.

Additional documents required for Professionals/self- employed/ other IT assesses:

 Acknowledged copies of three years I.T. returns/ Assessment Orders.

 Photocopies of challans evidencing payment of Advance Income Tax
57 | P a g e
Documents Required: Check list for Auto Loans
Salaried Non-Salaried/
Professional/Businessmen
 Statement of bank account for last 6 months. Statement of bank account for last 6
 2 passport size photographs months.
 Proof of Identity
 Address Proof 2 passport size photographs
 Income Proof: Latest Salary Slip, Form 16
Proof of Identity
 I.T. Returns or Form 16 for the last 2 years.
 Proof of Identity: - (Copy of any one)
Passport/ PAN Card/ Voters ID card/ Driving Address Proof
License etc.
 Address Proof :- (Copy of anyone) Ration
Income Proof: ITR for last 2 years
card/Driving License/Voters ID card/
Passport /Telephone Bill/ Electricity bill/Life I.T. Returns or Form 16 for the last 2 years.
Insurance policy
Form 16/ITR is waived for our Salary Package Audited Balance sheet, P&L statement for
customers who are maintaining their salary 2 years, Shop & establishment act
account with the Bank for minimum 12 months. certificate / sales tax certificate / SSI
Statement of Bank Account (For six months) is registered certificate / copy of partnership.
waived for our Salary Package customers who are
maintaining Salary account with us.

Person engaged in agricultural NRI Car Loan (Additional documents required)

and allied activities (Additional
Documents)
Direct agricultural activity (crop Loan Application
cultivation): Khasra/ Chitta Adangal
Declaration form (relation with guarantor)
(showing cropping pattern)
Patta/Khatoni (showing land Passport copy with page containing visa stamping
holding) with photograph. All land Copy of valid work permit
should be on free hold basis and
ownership proof to be in the name Employment contract copy
of borrower. Latest salary certificate in case of self-employed IT
returns
Allied agricultural activity (like
Dairy, Poultry, Plantation/ Statement of overseas bank account for last six
Horticulture) months
Documentary proof of running of Copy of the ID card issued by the employer
the activities to be provided.
Power of attorney, if applicable in Banks format duly
stamped and notarized / attested by Indian
Embassy/ Consulate
Copy of continuous Discharge certificate in respect
of applicants employed in merchant navy.

58 | P a g e
Assured Car Loan

 Statement of Bank account of the borrower for last 6 months.

 2 passport size photographs of borrower/guarantor (s).
 A copy of passport /voters ID card/PAN card.
 Proof of residence by way of tax receipts, telephone bill, electricity bill or any other
document that comply with the regulatory and/or KYC requirements. Proof of official
address for non-salaried individuals.

 Formalities for creation of charge on FD.

 Customer must have Saving/Current bank account in his/her name or his business
entity's name for at least 2 years.

 Bank statement will be thoroughly scrutinized to check other repayment obligations.

 Statement of Bank account will be obtained for the last 12 months reflecting regular
transactions over the year.

Job / Stability:
(Not applicable for Existing SME Customers : -
For Others:

 Minimum 3 years at the current residence

 Must have a CIBIL score of 700 & above, if not residing in own/ parental House and
650 & above if residing in own/parental house.

The applicant must be carrying on activity for 5 years in case of businessmen and for 3 years
in case of professional and self-employed.

 Proof of activity will be ensured and verified.

Physical visit to office/work place/shop will be ensured and feedback from few firms in the
neighborhood obtained during pre-sanction survey to establish stability of activity.

KYC:
(Not applicable for Existing SME Customers:-
For Others:

 KYC is MUST for all customers

 Web verification of KYC documents to be ensured as per extant instructions.

SBI Loyalty Car Loan

 As per respective Car Loan Schemes

59 | P a g e
  The equitable mortgage of the Housing Loan will be extended to cover the Car Loan
for the loan amount above Rs 5 Lacs
 In case of car loans upto Rs 5 Lacs, a letter from the borrower authorizing the Bank to
exercise lien on title deeds and to retain the title deeds till the car loan is completely
discharged/repaid with interest and other charges.

Certified Pre-owned car:

 At the time of application:

 Proforma Invoice
 Copy of Seller's RC Book
 Copy of Seller's Motor Insurance
 At the time of Disbursement:

 Sale Agreement between Dealer and Seller, may or may not be stamped OR
Undertaking from Seller that he has sold the vehicle, received sale consideration
and has no claim whatsoever.
 Undertaking from the Dealer to the financier instead of stamped Indemnity.
 Hypothecation clearance letter from Bank along with copies of HPTER (Form
35) wherever applicable.
 Correspondence with the Insurance Company regarding change in insured's
name and financier.
Checklist for: Education Loans: SBI Student Loans

 Mark sheet of 10th, 12th, Graduation (if applicable), Entrance Exam Result
 Proof of admission to course [ Offer Letter/ Admission Letter/ ID card if available]
 Schedule of expenses for course
 Copies of letter conferring scholarship, free-ship, etc.
 Gap certificate, if applicable (self-declaration from student for gap in studies)
 Passport size photographs of Student / Parent / Co-borrower / Guarantor (1copy each)
 Asset-Liability Statement of Co-applicant / Guarantor (Applicable for loans above Rs
7.50 lacs)
 For Salaried Persons: Latest Salary Slip, Form 16 OR latest IT Return (ITR V)
 For other than Salaried Person:
 Business address proof (if applicable)
 Latest IT Returns (if applicable)
 Bank Account Statement for the last six months of Parent / Guardian/ Guarantor

 Copy of Sale Deed and other documents of title to property in respect of immovable
property offered as collateral security / Photocopy of Liquid Security offered as
collateral.

 Permanent Account Number (PAN) of Student / Parent / Co-borrower / Guarantor

60 | P a g e
  AADHAAR (mandatory, if eligible under various interest subsidy schemes of GOI)
 Passport (mandatory for Studies Abroad)
 Submission of OVD: Proof of Identity and Address Proof

[Provided that the customer shall submit OVD updated with current address within a period of
three months of submitting the above documents]
Check List of Documents Required: SBI Personal Gold Loan
To Apply Loan

 Application for Gold Loan with two copies of photographs.

 Proof of Identity with proof of Address
 Witness Letter in case of illiterate borrowers.

SBI Realty Gold Loan

✓ Loan Application form: PL-50(i)
✓ Gold Ornaments Take Delivery Letter with Gold Ornaments duly verified for quality and
quantity
✓ Witness letter, if applicable
✓ Appraiser Certificate. In addition to KYC Documents as per RBI norms the following
supporting documents need to be obtained and verified
i) Margin Money requirement as per the Home Loan arrangement letter
ii) Registration charges of house property. Estimate of Stamp Duty
iii) Project price escalation (any of the under noted documents):
a) Estimate from empanelled valuer in case of Construction.
b) Letter from Builder in case of Flat.
c) Letter from the RACPC/RASMEC regarding project Price escalation. After processing
and before disbursement of the loan, the following documents to be obtained.
✓ Arrangement letter with acceptance of Terms and Conditions
✓ DP Note and DPN delivery letter

Check list for Xpress Credit

 Statement of bank account for last 6 months.
 2 passport size photographs
 Proof of Identity
 Address Proof
 Income Proof: Latest Salary Slip, Form 16

61 | P a g e
  I.T. Returns or Form 16 for the last 2 years.
 Proof of Identity : - (Copy of any one) Passport/ PAN Card/ Voters ID card/ Driving
License etc. Address Proof :- (Copy of anyone) Ration card/Driving License/Voters ID
card/Passport /Telephone Bill/ Electricity bill/Life Insurance policy

 Irrevocable letter of authority addressed to disbursing authority

 Irrevocable letter of authority from the person authorized to disbursed salary and
allowance

XPRESS ELITE (Additional documents required)

For customers having account with us SI Mandate along with standard loan document from
LOS
For customers not maintaining salary account with the Bank

Latest month salary slip showing all deductions

Latest 6 mo0nths bank statement in which salary is being credited

NACH Mandate in addition to standard loan documents

Checklist for SBI Pension Loan

 Identity proof: Passport, Pan Card, Voter Identity Card, Driving License, Aadhaar
Card
 Address proof: Ration Card, Bank Account Statement, Passport, Driving License,
Electricity Bill, Telephone Bill, Sale Deed/Property purchase agreement (for owned
properties), Aadhaar Card
 Income proof: Pension payment order
 Where the original pension payment order remains in the custody of the Treasury and
the pensioners gives a mandate to the treasury for payment of pension through a
particular branch of a bank, an irrevocable undertaking from the pensioner concerned
that he will not amend his mandate to the Treasury to pay his pension from the
branch, during the currency of a loan availed by him from SBI.
 A consent in writing from the Treasury concerned that it will not accept any request
from the pensioner to transfer his pension account to any other bank/branch till NOC
is issued by the bank.

********

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 CERTIFICATE PROGRAMME-ASSOCIATES

MODULE-C
BEHAVIOURAL SCIENCE, SOFT SKILLS

State Bank Foundation Institute ‘Chetana’, Indore

MODULE-BS
SOFT SKILLS
INDEX MODULE BS (SOFT SKILLS)

Contents Pages

1. Communication and Courteous Communication 1-11

2. Empathy in Customer Service 13-22

3. Positive Attitude 23-30

4. POSH (Prevention of Sexual Harassment of Women at workplace) 31-37

0
 1. Communication and Courteous Communication

Key Learning Objective(s)

 Learn different aspects of Communication.

 Among the different aspects of Communication, learn the important role played
by Courteous Communication.

 Learn a few useful tips in aiding Courteous Communication.

Regardless of your career or position, good communication skills are essential. The ability
to effectively communicate will ultimately measure your performance directly. The ability
to convey information effectively and articulately can be broken down into the seven C’s
of communication.

Why is communication important in the workplace?

The seven C’s of communication apply to all methods of exchange, though your approach
to each depends on which one you choose—verbal, written, visual or some other form.
Understanding the various aspects of communication can ensure your workplace
functions efficiently and productively.

The seven C’s of communication

The seven C’s of communication is a checklist to ensure an individual is communicating

properly and that their message will be received as intended. The aspects of
communication are:

1. Concise
2. Complete
3. Coherent
4. Clear
5. Courteous
6. Concrete
7. Correct

1
1. Concise

Clear and focused statements often have a greater impact on listeners. Brief, well-
delivered messages are also more memorable. The more details included, the more
challenging it can be for listeners to follow and recall, especially if the subject matter is
new to them. Keep the following in mind when delivering concise communication:

 Assume the material is new to your listeners.

 Be as direct as possible without omitting important information.
 Edit your content to clarify key points as precisely as possible.
 Eliminate everything that is not necessary to the main points of the subject matter.

Being concise ensures that the fundamental issues are covered and highlighted, making
your main points clearer.

2. Complete

You may encounter circumstances where you have to discuss complicated subject matter
or technical terminology.

Clear, complete communication means imparting the message so that the audience
grasps it in the manner in which you intended it. When there is a risk of misunderstanding,
it is better to be complete than concise.

If you are uncertain as to whether or not you should a particular detail, consider whether
or not you would be affected by not knowing that detail or how it would change your
understanding of the issue.

You could also ask a volunteer to listen to your speech and then check for some details
from your presentation. If you find that they are misinformed or not sufficiently aware of
crucial details, your presentation is not complete.

3. Coherent

Coherence often comes down to structure. Organizing your message so that each idea
flows neatly into the next makes it easier to follow and remember.

Building logically from your introductory statements to a conclusive summary is important.

Coherence is more than just avoiding confusing sentences. You should try to understand
your audience and tailor your message to it. For instance, you may use a limited
vocabulary for entry-level employees, but you can use more specialized technical terms
in an academic presentation.

Consider tailoring your speech and word choice to the audience’s experiences and
lifestyle whenever possible. For example, when speaking to a rural audience, terms might
be appropriate. Audiences in other settings, age groups and environments may respond
better to details reflecting their backgrounds and lifestyles.

2
4. Clear
Clarity demands your words and delivery be free of unnecessary or confusing vocabulary,
phrasing and terminology. Some ways to improve clarity include:

 Limit your use of idioms or omit them entirely.

 Omit technical terms, jargon and phrases specific to professional fields, unless
appropriate for your audience.
 When you cannot avoid technical terminology, preface it with brief introductions.
 Don’t use slang, even if they may be acceptable to your audience.
 Use active voice and present tense.

Your delivery should be relaxed, confident and put listeners at ease while maintaining
their attention.

5. Courteous

Sometimes included as “Consideration,” courtesy is more than just good manners.

Always acknowledge your audience by making eye contact and speaking in a
conversational tone. Some other considerations for courteous communication include:

 Speak to your audience with the respect you want them to show you.
 Don’t make assumptions about your listeners.
 Always show appreciation for your listeners’ time and attention.

Your goal is to be accepted by your audience on their level while maintaining authority in
the subject you are discussing. You should command attention without demanding it,
either through force of personality or by generating keen interest in the topic. Imparting a
genuine interest in your subject makes your audience excited to hear what you have to
say about it.

When appropriate, engage your audience with humour and stories to which they can
relate. Keep your anecdotes related to your subject, and use them to further your
message, not merely to entertain or lighten the mood. In situations where jovial delivery
is not welcome, like in case of formal settings, consider delivering your message calmly
and in a measured fashion, like a newscaster on television.

6. Concrete

“Authoritative” and “authoritarian” are two different words with similar but different
meanings. An authoritative speaker commands the audience’s attention with a call to
action; an authoritarian demands the audience to act on strict instructions. This specificity
of language is essential to effective, professional communications.

Replace all adjectives and adverbs with more specific words. For example, “sprint” is
more concrete than “quickly run.” The more direct your vocabulary and choice of words,
the more effective your delivery. It can be beneficial to keep up-to-date thesaurus to help
improve your word choice.

3
7. Correct

Make sure your communication is factually and grammatically accurate to ensure your
listener receives it well. Some other points to consider include:

 If possible, always find a proof-reader, preferably someone with experience or

education in communications.
 You can double-check your own work by re-reading it.
 Wait until you’ve finished a complete draft before editing, so you have a complete
picture of what you want to say.

When in doubt, consult a dictionary or thesaurus. Reverse-dictionaries are useful when

you know what you want to say but do not know the right word for it.

Let us explore Courtesy—One of the Seven ‘C’ Qualities of Effective

Communication, in larger detail

Courtesy promotes goodwill by showing concern for the receiver. Goodwill comes with
a feeling of confidence based on honesty and reliable service.

Courtesy may also be described as diplomacy. For example, when government officials
from different countries meet, they employ some of the same strategies you use in
showing concern for the reader of your messages.

By applying the following methods, senders (writer or speaker) may demonstrate

courtesy in their messages:

 Develop the You attitude.

 Use positive words.
 Select gender-free terms.
 Respond to messages promptly.

1. Develop the You Attitude

To develop you attitude in communication, a writer or speaker must project empathy into
business communications, replace I (or) We with You (or) Your, and address the receiver
by name.
Empathy means imagining yourself in the receiver’s position.
In written communication, apply the same tact that you would use if you were talking
directly to the receiver.
When you talk with a person, body language helps project your meaning. When you write,
you have only words to convey the meaning.
The reader must understand exactly what you intend because many business decisions
depend entirely on the written word.

4
A misused or misunderstood word can confuse the reader and may cost los of money for
the business. Thus, when you write or speak, avoid colloquialisms, jargon, and any words
or phrases that might be offensive.
Replace I (or) We with You (or) Your, to establish your friendly intent as a writer.
In your message, emphasize the benefits to the reader.

Consider the following examples:

I/ We Attitude
 We will prepare complimentary snacks for the office party.
You/ Your Attitude
 You will receive complimentary snacks at the office party.
I/ We Attitude
 We will provide free event shirts for volunteers to wear at the race.
You/ Your Attitude
All volunteers may wear free event shirts at the race.

Even requests for action and unfavourable responses may create goodwill when the
emphasis is on the receiver’s benefits.

The following examples illustrate how an unpleasant message can be courteous and
I/ We Attitude
 We may not be able to offer you credit if your account is not paid in full by June
25.
You/ Your Attitude
 To continue purchasing on credit, please pay the balance by June 25.
I/ We Attitude
 We require a Rs 5000/- minimum balance in order for customers to receive free
cheque book(s).
You/Your Attitude
 When you maintain a Rs 5000/- minimum balance, you receive free cheque
book(s).
I/We Attitude
 After September 15, I will drop all students who have not signed and returned their
Acceptable Use Form.
You/Your Attitude
 Please protect your enrollment. Sign and return your Acceptable Use Form by
September 15.

5
 Some Useful Tips

i) Use the receiver’s name in the message to emphasize the person’s importance.

ii) When you respond to a written message, obtain the correct spelling of the name
from the sender’s message.

iii) If you originate the message and you are unsure of the correct spelling, call the
business and ask for the correct spelling of the individual’s name and title.

2. Use Positive Words

 Courteous messages use positive words. Positive words show respect for the
receiver and reflect the you attitude.
 People are more open to the content of positive messages than of negative ones.
 Both word choice and sentence structure can change a negative tone into a
positive tone.
 Structure your sentences to state what can be done rather than what cannot be
done.
 The following examples show how word choice can change a negative tone into a
positive tone.
 Negative Tone
 Criticism often demoralizes employees.
 Positive Tone
 Praise often motivates employees.
 Negative Tone
 We do not make exchanges for purchases without receipts.
 Positive Tone
 You may exchange any purchase with your receipt.

3. Select Gender-Free Terms

Some nouns, especially job titles, refer to either men or women. Gender-free terms grant
both genders equal status and respect.

Terminology that stereotypes or indicates bias against either men or women is called
gender-biased language.

Stereotypes may imply that racial and ethnic groups, women, men, or individuals with
disabilities are superior or inferior to others. Thus, words that stereotype people may
offend readers and lessen opportunities to create goodwill.

6
Alternatives to gender-biased terms are listed in the following examples:

Gender-Biased Gender-Free

policeman police officer

bellman customer service assistant

craftsman craft worker

fireman firefighter

foreman supervisor or manager

mailman mail carrier

waitress server

When you refer to a category of people that may include both men and women, one
option, shown in the next examples, is to make the noun plural and use a plural (gender-
free) pronoun.

Gender Biased
1. A lawyer prepares questions to ask her witnesses before the jury convenes.
Gender-Free
2. Lawyers prepare questions to ask their witnesses before the jury convenes.
Gender Biased
 Treat the customer courteously so she will continue to shop in our store.
Gender-Free
 Treat customers courteously so they will continue to shop in our store.

4. Respond to Messages Promptly

Timeliness is the watchword for any formal communication. Therefore, prompt responses
enhance the effectiveness of written communication.

A favourable business reputation is built on commitments that are time bound. In addition,
a timely response may turn a complaint into a business opportunity.

Business etiquette suggests that you send thank-you and congratulations messages
within two days of an event.

When you receive written requests, prepare a reply within four working days. Practice
courteous communication.

7
 Courtesy Rules for Staff

1) Learn as much as you can about your Branch and Bank.

2) Prepare a file of banking information.
3) Find out how much your section/ department contributes to the business of the
branch.
4) Know the key staff members in other departments.
5) Ask to see the business figures of your department, if they are not clear request
your Manager to explain them.
6) If you have a problem, do not be afraid to discussing it with your Manager.
7) Look at everything you do through the eyes of your customers.
8) Suggest ways in which your job or department could be changed to serve the
customers better.
9) Dress with your customers in mind, while following formal dress code.
10)Remember that when you are dealing with a customer you are the Bank.
11)Take telephone messages promptly and pass them on without delay.
12) Never let your tone of voice on the telephone suggest anything other than helpful
concern.
13) Let your job description/ duties be a guide, not a hurdle.
14) Take criticism positively and complaints to be used to correct our systems.
15) Never gossip about the Bank.
16) Talk about the success of your section/ department/ branch.
17)Don’t be ashamed of your loyalty or enthusiasm.

Remember : When you get into contact with a customer, remember you are
representing SBI. The image that customer forms about the Bank will depend
upon your behavior with him/ her and how you treat him/ her at the counter.
Anyway, he does not get an opportunity to meet your Chairman. When you come
to know that you are instrumental in building up and boosting the image of the
Bank in the mind of customer with your good, polite and pleasing behaviour,
don’t you feel proud about yourself as an employee of this great institution ? Do
not forget, no systems and procedures and internal problems and your own
personal matters should pose as a hindrance in the way of excellent customer
service.

8
 Customers feel ‘at Home’ when :-

 Being Greeted (By You)

 Being Smiled at (Looking into eyes)
 Being asked to sit down
 Being spoken courteously
 Being addressed by name [Remember – A man’s name to him is the sweetest
and most important sound]
 Being told why it is necessary to wait and for how long
 Being told why certain information is not available or why a request cannot be
acceded to.
 Being listened to, even when they are saying disagreeable things
 Being given a word of request when warranted. If you are wrong, admit it quickly
and emphatically.
 Being made to feel important by talking in interesting terms.
 Being guided as to where and how information can be obtained by them.
 Being given a friendly good bye.

Key Learning Achieved :

 The 7 aspects of communication are : Concise, Complete, Coherent, Clear,

Courteous, Concrete and Correct.
 For Courteous communication one need to demonstrate the following : Develop
You attitude, Use positive words, Select gender-free terms, and Respond to
messages promptly.
 Follow the Courtesy rules and at all times make Customers feel ‘At Home’.

9
Check Your Progress

1. Which of the following is not an aspect of communication?

a) Complete
b) Cooperation
c) Courteous
d) Correct

2. What is meant by coherence in communication?

a) It is the feedback given in the communication.

b) Creating confusion in the message.
c) Organising the message so that each idea flows neatly into the next.
d) It is the main content of the message.

3. Courtesy in the message can be communicated by (choose the correct

option) ?

a) Developing the No attitude

b) Developing a Biased attitude
c) Developing a Personal attitude
d) Developing the You attitude

4. Find the odd one out from the context of Courteous Communication:

a) Speak to your audience with the respect you want them to show you
b) Don’t make assumptions about your listeners
c) Always show appreciation for your listener’s time and attention.
d) Make intelligent assumptions about your listeners

5. One of the important aspects of Courtesy is to use gender free terms. Which
among the following are gender-biased?

a) Policeman
b) Manager
c) Risk Rater
d) Customer Service Assistant

10
 1 2 3 4 5
b c d d a

CASELET ON COMMUNICATION SKILLS

“One day, Service Manager, Mr.Joginder Singh observes that a person has been sitting
quietly in the banking hall without doing any transaction for the past 15 minutes. Mr.Singh
approaches him, introduces himself and gently enquires weather he can be of any help .
He introduces himself as Mr.Sidda Naik having an account with the branch. He then says
that he has been given an ATM Card, wants to use it to withdraw cash but is very scared
and afraid of using the card. He is feeling helpless and needs some help and is sitting in
the banking hall not knowing whom to approach. Mr.Singh immediately comforts Mr.Naik
and offers to accompany him to the ATM and to demonstrate the usage of the ATM Card.
They both go to the e-Corner and Mr.Singh stands beside Mr.Naik and by providing
simple and easy to understand instructions empowers Mr.Naik in understanding the
usage of ATM Card. After completing the transaction, Mr.Naik thanks Mr.Singh for all the
help and courtesy extended and applauds SBI for employing such nice people. Mr.Singh
also gives him safety tips, important among them being never to part with the ATM Card;
never to share the PIN and never to share the OTP. Mr.Naik thanks Mr.Singh again for
the safety tips. In the end Mr.Singh makes himself available for any assistance and sees
him off with a friendly goodbye”.

1. What is being highlighted in the above case?

a) Importance of ATM Card usage
b) Courteous Communication
c) ATM Card Safety Tips
d) Alertness of branch staff
2. Considering the context of the caselet, find the odd one out :
a) Gently enquiring
b) Comforting the customer
c) Allowing the customer to find right time to go to the counter
d) Friendly goodbye
3. Which of the following is not an aspect of communication?
a) Complete
b) Cooperation
c) Courteous
d) Correct

11
4. What is meant by coherence in communication?

a) It is the feedback given in the communication.

b) Creating confusion in the message.
c) Organizing the message so that each idea flows neatly into the next.
d) It is the main content of the message.

5. Courtesy in message can be communicated by (choose the correct option) ?

a) Developing the No attitude
b) Developing a Biased attitude
c) Developing a Personal attitude
d) Developing the You attitude

1 2 3 4 5
b c b c d

12
 2. Empathy in Customer Service

Key Learning Objective(s)

 Understanding Empathy as an important aspect of one’s Behaviour.

 Learn the usefulness of cultivating an Empathetic Behaviour.

 To be Empathetic and not Sympathetic.

“I’m constantly blown away at how appreciative people are when they get human replies.
Years of uncaring or even hostile support experiences have set the bar low for their
expectations that they get excited by genuine answers.”

What is the one skill that everybody in customer support must have?

Ask this to anybody who’s been in customer support for a while and ‘Empathy’ would be
high up on the list.

1. What is empathy?

Empathy is the ability to understand and share the feelings of another. It is the act of
putting yourself in others’ shoes and seeing a problem from their point of view.

In customer service, empathy is the ability to have a human interaction with a customer.
If you take a look at some of the spectacular customer service failures, you will see that
they involve a (maddening) lack of empathy.

Being empathetic towards someone doesn’t mean that you are agreeing with them. It just
means that you understand their truth. It is an important character trait for support
executives to have because they have to talk to many different kinds of customers every
day, solve their problems, all the while making sure that they are representing the
company in the best way possible.

2. Advantages of empathizing

You may wonder why it is important to spend time and effort empathizing with a single
customer when you can use that time to efficiently solve multiple customer issues.

There are many benefits to expressing empathy apart from moving the bottom line which
is ‘making customers happy’.

13
A better understanding of people:

Customer support is all about people. If you understand your people better, you can
support better. And practicing empathy every day will help you do that.

Noticing things that are unsaid:

Customers need not have to spell out their needs and feelings. Based on their situation,
body-language, voice, and tone, you will be able to guess what motivated them to
approach you, what is at stake for them and how they are feeling.

Dealing easily with conflicts:

When you understand what is unsaid, you can address it and make customers feel heard
– which is the first step towards resolving conflicts.

Invoking empathy from customers:

There are a lot of hard conversations in customer support. Saying no to customers or

telling them that they need to pay you more to use a feature is hard enough. In such
cases, lack of empathy will make the customer mistrust your intentions. But when you are
able to understand their motivation and point of view, it gets much easier to gain theirtrust
and convince them of yours.

Predicting action and reaction:

You will be able to predict a customer’s follow up questions and proactively answer them.
You will be able to predict what they will feel when they read your answer. You will also
be able to understand what is holding them back from implementing an alternate solution.
Knowing these things will make the conversation much easier.

3. Identifying an empathy problem

You would have noticed that some customer service interactions make you feel happy
even when you don’t end up getting what you wanted. Chances are, you were lucky
enough to talk to a particularly empathetic team or person.

But those instances are rare. A lot of individual support agents, teams and even
organizations suffer from a lack of empathy.

Some classic signs are:

 Tone mismatch between the customer service executive and the customer – One
of them is too formal and the other too informal.
 Late responses are sent without apologies.
 Customers being discouraged from contacting support, through words and
behaviour.

14
  Customer Service Executive with the Somebody Else’s Problem syndrome – That
is, issues getting deflected to other departments without any explanations or
follow-ups.
 Lack of customer satisfaction – There is no bigger sign of lack of empathy than the
customer being unhappy even after getting what they want.
If you notice any of the above signs in your team’s interactions with customers, you might
have an empathy problem at hand.

Not everybody is lucky enough to be born with a capacity for endless empathy. But the
good news is, empathy, like any other skill, can be learned.

4. How to cultivate empathy?

Everybody has a degree of empathy, and anybody can develop and cultivate their
empathy using the following ways.

Understand your biases

We instinctively make judgments based on language, colour, gender, religion, accent,

and vocabulary. We do not notice when we are acting out of bias, but it makes us treat
some customers differently than others.

For example, assuming that a customer would not be tech-savvy because they are older
and blaming them for the issue they are facing is because of our bias. This bias creates
a barrier between customer support executive and customers.

To cultivate empathy, you need to recognize your biases. Every time you assume
something about someone when there is no data to support it, contemplate and find out
if that was because of a bias.

Reading fiction and other activities you can do

Reading fiction is a proven technique to increase empathy. If you are not a big reader,
meeting different kinds of people will also help cultivate empathy. You can have a goal of
meeting one new person every day. Each person will give you a different perspective and
open up your world a little bit more.

Other activities that are generally said to increase empathy are volunteering, playing role-
playing games, or even taking acting classes where you are quite literally walking in
someone else’s shoes.

Maintain positivity

Being empathetic to the first customer of the day is easy. But to treat the last customer in
the same way you treated the first customer, you need to remain positive and motivated.

A good way to stay positive is by observing yourself for a week and noting down the times
you feel a positive or a negative emotion and the events that trigger it. This will give you

15
a clear idea of what activities to avoid when you have to remain positive to get through
the day.

Understand your customer base

When you don’t understand where the customer is coming from, it’s easy to think that
they are overreacting to a simple problem. It’s hard to mask those thoughts and act as if
you are empathetic. To cross that barrier, you need to figure out who your customers are
and what your product or service means to them. In the context of their educational
background, age, company, organization structure, etc, you can really bridge the gap and
cultivate empathy.

Get feedback from your peers and customers

Sometimes, it’s very hard to objectively look at the way you deal with customers. So, at
the end of a conversation, you can ask your customers open-ended questions like “What
do you think would have made this conversation better?”. If your customers complain
about not being heard or respected, then you know that it is an empathy problem.

Similarly, you can ask a peer who gets along well with customers for their opinion on the
way you talk to them. The important thing to remember here is to receive the feedback
with an open mind.

Teach

Another good way to cultivate empathy is by teaching. Whether it’s just teaching your kid
how to swim or a friend how to juggle, teaching requires a lot of patience and practice. If
you get an opportunity to teach about the product or service you support to your new
colleague, take it up immediately. You will be able to see what new customers struggle
with. You will see how each person understands things differently. This will add to your
perspective, and it will increase your ability to feel empathy.

5. How can you express empathy?

Expressing empathy is as important as cultivating it. Customers need to know that you
do understand how they feel through words, body language and other cues depending
on how the conversation is happening. Here are some points to keep in mind to
successfully express empathy:

Actively listen

Let your customers talk and actively listen to what they are saying. Do not jump to
conclusions. Do not offer a solution before they can finish telling you about the problem.
Let them finish talking and respond with the same words they used. Sometimes
customers want to vent. Half of their issue will be solved once they feel heard.

Keep your attitude in check

Your job is not to be right. Your job is to help the customer. Whenever you have the urge
to blame a customer for their mistake, take the high road without expecting their apology.

16
This is not to say that you should let them walk all over you. You can be
empathetic and stand your ground when you deal with abusive or difficult customers.

Give people the benefit of doubt

If it feels like the customer is overreacting to something, understand that it’s not personal.
Maybe they are having a bad day, maybe their job depends on this issue, maybe they
have a personal problem. You might not be able to pinpoint what’s bothering them but
give them the benefit of the doubt. Always work under the assumption that this interaction
is going to make their day better. Actively practice giving second chances.

Make customers a part of the solution

There are times you think the customer is being unreasonable. Your product or service
might not have been built to solve that customer’s problem, but they might be expecting
it. In such cases, ask them what they think the right solution is. This will give them a
chance to put themselves in your shoes instead of being against you.

Be curious about your customer

Customers hate being treated like they have been figured out when they never had a
chance to explain. Expressing curiosity about what the customer is doing and how they
came to face that particular problem will go a long way. Once they go from being on the
offensive to revealing helpful information, they become much easier to talk to.

Look for common interests

Take some effort to build a bond with customers. Did you notice that their desktop image
is that of your favourite band? Bring it up in your conversation. Both you and your
customer will find that you can understand each other better when you have more in
common than you thought.

Always be respectful

Always greet the customer with their name. It’s easy to forget manners when the
conversation is taking a bad turn and has been going on for a long time. Even as you are
standing up for yourself, remember to not put them down.

Be extra careful when there is a language barrier

You can always assume that when you are talking to someone who comes from a
different culture or background, some things will be lost in translation. So be extra careful
in those situations and try to make yourself as clear as possible. You can even use emojis
to express your real emotion if it comes down to it.

Respond to the customer’s tone

Replying to a customer’s excited email with a formal and robotic style is the worst thing
you can do. So always respond to the customer’s tone. You don’t have to give up your

17
own or your company’s personality in the process. Just have a formal-informal scale
which you are comfortable with and pick a tone that’s between that scale.

Do not assume, ask

Do not assume that customers would not know the simplest solution. Don’t tell them to
refresh their screens or reboot their phones assuming they would not have done it.
Always ask them if they have already done that and show that you are willing to
troubleshoot further. If you assume, not only will the resolution be delayed, the customer
will also feel like they are being rushed.

Take their side when they are right

Don’t be afraid to take their side. When they are right and the fault is on your company’s
side, go ahead and say “You’re right. We messed up.” Customers will respect you and
your company for it. They will understand that you truly value your customers’ opinions.

Avoid sympathy

The most important thing to remember when you are expressing empathy is to avoid
sympathy. Instead of saying “That must be frustrating”, try saying “I understand how
frustrating that is.” Being more personal also helps. Instead of saying “The team will
resolve this issue soon”, try saying “I am working with the team to solve this issue soon”.
These tiny changes in the way you express empathy will go a long way in making the
customer feel valued.

6. Expressing empathy as a company

Empathy flows from the top down. When the leadership is customer-focused and
empathetic, the employees are more likely to do what is right for the customer too. Most
of the horrible customer support stories are rarely about the individual representative
involved. It’s a reflection of the company’s culture.

Empathy and freedom go hand in hand. If you lead a company or manage a team,
encourage your support executives to break rules now and then to do what is right for the
customer. Some companies even provide a small budget for each support team member,
so they have the freedom to go above and beyond whenever necessary.

You cannot always deliver the right solution, but you can always deliver a human
interaction. Let’s start being more empathetic towards customers and each other and
make the world a better place.

18
Types of Customers We will need

Nervous Customers

They are usually:  Patience

 Consideration
 Tired
 Quiet Manners
 Nervous
 Speed
 Impatient
 Calmness
 Unreasonable

Dependent Customers
 Gentleness
They are usually:
 Decisiveness
 Timid  Sympathy
 Undecided  Helpfulness
 Old & Speech Impaired
 Children
Disagreeing Customers

They can be :  Knowledge

 Self-Control
 Inquisitive
 Courteous Brevity
 Talkative
 Insulting

Trying Customers

They can be :  Knowledge

 Tact
 Critical
 Perseverence
 Indifferent
 Convincing
 Silent
 Bargain Hunters

Commonsense Customers
 Courtesy
They are usually :
 Intelligence
 Courteous  Efficiency
 Intelligent

19
Key Learning Achieved :

 Empathy is the ability to understand and share the feelings of another.

 Empathising not only makes customers happy it also contributes in improving
the organisations bottom line (i.e. increasing profits).
 Try to cultivate empathy as a habit. You can learn & practice to be empathetic
 Most important thing to remember when you are expressing empathy is to
avoid sympathy.

Check Your Progress

1. What is meant by Empathy, as per your understanding?

a) Empathy is form of communication technique.
b) Empathy is getting the work done.
c) Empathy is science of influencing others.
d) Empathy is the ability to understand and share the feelings of another.

2. Empathising has advantages. Choose the odd one among the following?
a) It gives a better understanding of people.
b) It will help you deal with conflicts easily.
c) It will create more conflicting situations and challenges in the organisation.
d) Empathy invokes empathy from others.

3. How to cultivate Empathy?

a) by being biased with customers
b) by maintaining negativity
c) by avoiding feedback
d) by reading fiction and doing other activities you can do.

4. What is the most important thing to remember when you are expressing
Empathy?
a) to avoid aggressiveness
b) to avoid emotions
c) to avoid sympathy
d) to avoid ego

5. There are different ways of expressing Empathy, choose the incorrect one ?
a) be curious about your customer
b) keep your attitude in check
c) give people the benefit of doubt
d) always speak and do not listen

20
 1 2 3 4 5
d c d c d

CASELET ON EMPATHY IN CUSTOMER SERVICE

“Mr.Krishna Kumar, a 65 year old customer is visiting our Gandhi Nagar Road Branch to
draw his monthly pension. He is carrying two passbooks in his hand. Being the first week
of the month there was a huge rush in the branch for cash withdrawals. As the other
customers would object to cutting the line and approaching the counter directly, he was
forced to stand in the line for drawing his pension. He was forced to stand in line for 15
minutes. On reaching the counter he requested for updating his passbooks as he wanted
to know the balance before withdrawing the amount. The SWO refused to update the
passbooks saying that there is a separate line for passbook updating and he should go
and get it done from there. The aged customer became helpless and was again forced to
stand in another line”.

1. What is the issue being discussed in the above case ?

a) Lack of Coordination
b) Lack of Discipline
c) Lack of Cooperation
d) Lack of Empathy

2. What is meant by Empathy, as per your understanding ?

a) Empathy is form of communication technique.
b) Empathy is getting the work done.
c) Empathy is science of influencing others.
d) Empathy is the ability to understand and share the feelings of another.

3. What could have been done to make customers like Mr.Krishna Kumar complete
their banking needs in hassle free manner ?
a) Provide internet banking facility
b) Issue tokens and arrange for a nice and comfortable seating area.
c) Provide out of turn access to the aged and disabled so that they are
empowered to complete their banking needs.
d) Provide them with ATM Cards so that they can complete their transactions
without entering the main banking area.

21
4. Empathising has advantages. Choose the odd one among the following ?
a) It gives a better understanding of people.
b) It will help you deal with conflicts easily.
c) It will create more conflicting situations and challenges in the organisation.
d) Empathy invokes empathy from others.

5. How to cultivate Empathy ?

a) by being biased with customers
b) by maintaining negativity
c) by avoiding feedback
d) by reading fiction and doing other activities you can do.

1 2 3 4 5
d d c c d

22
 3. Positive Attitude

Key Learning Objective(s)

 Understanding about Positive Mindset and Positive Attitude.

 Tips to develop a Positive Attitude.
 Benefits of developing a Positive Attitude.

“Even if I knew that tomorrow the world would go to pieces, I would still plant my apple
tree.” - Martin Luther

Positivity doesn’t always refer to simply smiling and looking cheerful, however—positivity
is more about one’s overall perspective on life and their tendency to focus on all that is
good in life.

1. What is a Positive Mindset and Attitude? A Definition

You probably have an idea of what a positive mindset or positive attitude is already, but
it’s always helpful to start with a definition.

“Positive thinking is a mental and emotional attitude that focuses on the bright side of life
and expects positive results.”

Another, more comprehensive definition:

“[P]positive thinking actually means approaching life’s challenges with a positive outlook.
It does not necessarily mean avoiding or ignoring the bad things; instead, it involves
making the most of the potentially bad situations, trying to see the best in other people,
and viewing yourself and your abilities in a positive light.”

We can extrapolate from these definitions and come up with a good description of a
positive mindset as the tendency to focus on the bright side, expect positive results, and
approach challenges with a positive outlook.

Having a positive mindset means making positive thinking a habit, continuously searching
for the silver lining and making the best out of any situation you find yourself in.

23
 2. Characteristics and Traits of a Positive Mindset:

So, now we know what a positive mindset is, we can dive into the next important question:
What does it look like?

There are many traits and characteristics associated with a positive mindset, including:

 Optimism: a willingness to make an effort and take a chance instead of assuming

your efforts won’t pay off.
 Acceptance: acknowledging that things don’t always turn out how you want them
to but learning from your mistakes.
 Resilience: bouncing back from adversity, disappointment, and failure instead of
giving up.
 Gratitude: actively, continuously appreciating the good things in your life.
 Consciousness/ Mindfulness: dedicating the mind to conscious awareness and
enhancing the ability to focus.
 Integrity: the trait of being honourable, righteous, and straightforward, instead of
deceitful and self-serving

Not only are these characteristics of a positive mindset, but they may also work in
the other direction—actively adopting optimism, acceptance, resilience, gratitude,
mindfulness, and integrity in your life will help you develop and maintain a positive
mindset.

3. A List of Positive Attitudes

Positive attitudes can include:

 It is looking adversity in the eye… and laughing.

 Enjoying the unexpected, even when it’s not what you wanted originally.
 Motivating those around you with a positive word.
 Using the power of a smile to reverse the tone of a situation.
 Being friendly to those you don’t know.
 It’s getting back up when you fall down. (No matter how many times you fall down.)
 Being a source of energy that lifts those around you.
 Understanding that relationships are more important than material things.
 Being happy even when you have little.
 Having a good time even when you are losing.
 Being happy for someone else’s success.
 Having a positive future vision, no matter how bad your current circumstances.
 Smiling.
 Paying a compliment, even to a total stranger.
 Tell someone you know that they did a great job. (And mean it.)
 Making someone’s day. (Not just a child’s… adult’s like to have their day be
special, too!)
 It’s not complaining no matter how unfair things appear to be. (It is a waste of
time… instead, do something!)
 Not letting other people’s negativity bring you down.

24
  Giving more than you expect to get in return.
 Being true to yourself… always.

4. The Importance of Developing the Right Thoughts

Developing a truly positive mindset and gaining these benefits is a function of the
thoughts you cultivate.

Developing the right thoughts is not about being constantly happy or cheerful, and it’s not
about ignoring anything negative or unpleasant in your life. It’s about incorporating both
the positive and negative into your perspective and choosing to still be generally
optimistic.

It’s about acknowledging that you will not always be happy and learning to accept bad
moods and difficult emotions when they come.

Above all, it’s about increasing your control over your own attitude in the face of whatever
comes your way. You cannot control your mood, and you cannot always control the
thoughts that pop into your head, but you can choose how you handle them.

When you choose to give in to the negativity, pessimism, and doom-and-gloom view of
the world, you are not only submitting to a loss of control and potentially wallowing in
unhappiness—you are missing out on an important opportunity for growth and
development.

Negative thinking, and negative emotions have their place: they allow you to sharpen
your focus on dangers, threats, and vulnerabilities. This is vital for survival, although
perhaps not as much as it was for our ancestors.

On the other hand, positive thinking and positive emotions “broaden and build” our
resources and skills, and open us up to possibilities.

Building a positive framework for your thoughts is not about being bubbly and annoyingly
cheerful but making an investment in yourself and your future. It’s okay to feel down or
think pessimistically sometimes, but choosing to respond with optimism, resilience, and
gratitude will benefit you far more in the long run.

5. The Outcomes of a Positive Attitude

Aside from enhancing your skills and personal resources, there are many other benefits
of cultivating a positive mindset, including better overall health, better ability to cope with
stress, and greater well-being.

Benefits of a Positive Mental Attitude in the Workplace

Positive attitudes in the workplace also benefit the employee in addition to the
organization:

 Happier employees are more productive than other employees.

 Happy salespeople have higher sales than other salespeople.

25
  Happy employees are more creative than other employees.
 Happy employees are evaluated more positively by their supervisors.
 Happy employees are less likely to show job withdrawal (absenteeism, turnover,
job burnout, and retaliatory behaviours).
 Happy employees make more money than other employees.

So, a positive attitude can have great benefits for the organization as a whole and for all
of its employees.

It turns out that a positive attitude can also result in benefits for leaders and their followers
(as well as spreading positivity throughout the organization).

6. Tips on How to Have & Keep a Positive Mindset in Life and at Work

Practical tips to help you get more positive:

1. Start the day with positive affirmations.

2. Focus on the good things, however small they are.
3. Find humour in bad situations.
4. Turn failures into lessons—and learn from them!
5. Transform negative self-talk into positive self-talk.
6. Focus on the present instead of getting mired in the past or losing your way in the
future.
7. Find positive friends, mentors, and co-workers to support and encourage you.

For a more specific list of habits and actions you can take to develop a more positive
mindset, try these 10 suggestions:

 Keep a gratitude journal.

 Reframe your challenges as opportunities for growth.
 Get good at being rejected—it happens to everyone!
 Use positive words to describe your life.
 Replace have with get (e.g., I have to go to work → I get to go to work).
 Don’t let yourself get dragged down into other people’s complaints.
 Breathe—consciously, purposefully, and mindfully.
 Notice the righteous and good in times of tragedy and violence.
 Have solutions ready when you point out problems.
 Make someone else smile.

Finally, these 11 techniques can also help you adopt a more positive attitude:

 Ask yourself, “Do I think positively?” Take a test or quiz on positivity to see where
you stand.
 Strengthen your memory for positive information by using positive words more
often.
 Strengthen your brain’s ability to work with positive information with exercises that
involve positive words.

26
  Strengthen your brain’s ability to pay attention to the positive by routinely
redirecting your focus away from the negative to the positive.
 Condition yourself to experience random moments of positivity.
 Think positive—but not too much—and think negative when you need to;
sometimes we need to grieve, think about the negative consequences, and use
negative emotions to motivate and engage us.
 Practice gratitude (perhaps with a gratitude journal).
 Savour the good moments (stop to “smell the roses” and celebrate the positive).
 Generate positive emotions by watching funny videos
 Stop minimizing your successes and acknowledge the efforts you put in.
 Stop all-or-nothing thinking; this cognitive distortion is not in line with reality since
things are very rarely “all good” or “all bad.”

A Take-Home Message

Positive thinking is a powerful tool that can result in a lot of benefits for you and those
around you; however, thinking positive 100% of the time is unrealistic and could even be
disastrous.

We have a lot of different emotions and thoughts, and we have such a wide variety for a
reason. There are times when being a bit pessimistic can help us, and it is a good idea
to let out the negative emotions you experience once in a while (especially if the
alternative is bottling them up).

If you’re an optimist by nature, cultivate gratitude for your inherent positivity, but make
sure you don’t push aside the negative feelings that crop up. They’re part of life too.

If you’re a pessimist by nature, don’t despair of ever thinking positively. Try a few of the
techniques that seem most applicable and give yourself a break if it takes some time.
Remember, the goal is not to become a “Pollyanna,” but to become the best version of
yourself that you can be and maintain a healthy and happy mental state

Key Learning Achieved:

 Having a positive mindset means making positive thinking a habit, continuously

searching for the silver lining and making the best out of any situation.
 Positive mindset can be developed by following right thoughts and by practicing
healthy techniques.
 Positive thinking is a powerful tool that can result in a lot of benefits for you and
those around you; however, thinking positive 100% of the time is unrealistic and
could even be disastrous.

27
 Check Your Progress

1. Which of the following are not characteristic traits of a positive mindset ?

a) Integrity
b) Gratitude
c) Acceptance
d) Aggressiveness

2. Among the following, which is not a positive attitude ?

a) Looking adversity in the eye... and laughing.

b) Avoiding the people whom you do not know.
c) Being a source of energy that lifts those around you.
d) Understanding relationships are more important than material things.

3. What are the benefits of positive mental attitude ?

a) Happier employees are more productive than other employees.

b) Happy employees make less money than other employees.
c) Only (a)
d) Both (a) and (b)

4. How to keep a positive mindset in life and at work?

a) Think of bad situations in life and worry about the future

b) Watch never ending debates on TV
c) Transform negative self-talk into positive self-talk
d) Stay indoors, be with yourself.

5. From among the following, for a more positive mindset practice:

a) Don’t have problems on hand
b) Recollect all the bad memories
c) Make someone else smile
d) Leave some opportunities in life

28
 1 2 3 4 5
d b c c c

CASELET ON POSITIVE ATTITUDE

“Tilak Nagar Branch is located in a posh residential locality. Many children from these
families have gone abroad for their higher studies. Several times customers request the
branch for effecting small remittances for the maintenance needs of their children
studying abroad. Branch always directs them to nearby Raj Nagar branch, which is
foreign exchange authorised branch. After attending to a few of these transactions BM of
Raj Nagar branch calls upon the Tilak Nagar branch and explains them that these routine
foreign exchange transactions can be easily done by themselves using FXOUT
functionality and the customers need not be directed to other branches. He also suggests
them to send any employee to their branch so that they can easily learn the functionality
and start doing these transactions at their end. However, Tilak Nagar Branch staff neither
showed any interest nor showed any inclination to learn the same and continue to direct
the customers to other branches”.

1. What is the issue being discussed in the above case?

a) Lack of Coordination
b) Lack of Self Discipline
c) Lack of Learning Ability
d) Lack of Positive Attitude

2. Which of the following are not characteristic traits of a positive mindset?

a) Integrity
b) Gratitude
c) Acceptance
d) Aggressiveness

3. Which of the following aspects of the case demonstrate a positive attitude?

a) Tilak Nagar Branch directing customers to Raj Nagar so that their
transactions can be completed.
b) Tilak Nagar Branch staff not showing interest in learning a new service.
c) Raj Nagar Branch Manager offering help to Tilak Nagar branch staff so
that they can understand and learn the functionality.
d) Tilak Nagar Branch staff

29
4. Among the following, which is not a positive attitude?

a) Looking adversity in the eye... and laughing.

b) Avoiding the people whom you do not know.
c) Being a source of energy that lifts those around you.
d) Understanding relationships are more important than material things.

5. What are the benefits of positive mental attitude?

e) Happier employees are more productive than other employees.

f) Happy employees make less money than other employees.
g) Only (a)
h) Both (a) and (b)

1 2 3 4 5
d d c b c

30
4. POSH (Prevention of Sexual Harassment of Women at workplace)

Key Learning Objective(s)

 Protecting women against sexual harassment at the workplace

 Preventing instances of sexual harassment at the workplace

 Redressal of complaints of sexual harassment at the workplace

“ The meaning and content of the fundamental rights guaranteed in the Constitution of
India are of sufficient amplitudes to encompass all facets of Gender equity”

LATE CHIEF JUSTICE J.S. VERMA,

Supreme Court of India,
Vishaka vs State of Rajasthan

Our Bank expects all its employees to adhere to the highest standards of conduct when
dealing with women employees and make an active and positive contribution in
fostering a gender-inclusive and safe workplace for its women workforce.

THE ACT

The Sexual Harassment of Women at Workplace (Prevention, Prohibition and

Redressal) Act, 2013 was enacted to ensure safe working spaces for women and to
build enabling work environments that respect women’s right to equality of status and
opportunity.

EVOLUTION

The elimination of gender-based discrimination has been one of the fundamentals

of the Constitutional edifice of our country. However, workplace sexual harassment
in India was recognized for the first time by the Supreme Court of India in its
landmark judgment of Vishaka vs State of Rajasthan (“Vishaka Judgment”), wherein
the Supreme Court framed certain guidelines and issued directions to the Union of
India to enact an appropriate law for combating workplace sexual harassment. It
also made it mandatory for every employer to provide a mechanism to redress
grievances of workplace sexual harassment (“Vishaka Guidelines”) that were
followed until the enactment of the Sexual Harassment of Women at Workplace
(Prevention, Prohibition and Redressal) Act, 2013.The policy is known as GARIMA.

OBJECTIVE

Provide a safe, secure and enabling environment for working women by:

• Protecting women against sexual harassment at the workplace

• Preventing instances of sexual harassment at the workplace; and
• Providing redressal of complaints of sexual harassment at the workplace.

31
1. PURPOSE
• Create workplace inside the Bank free of sexual harassment
• Prohibit, prevent & deter the commission of sexual harassment
• Provide protection to women against sexual harassment
• Redressal of complaints against sexual harassment

PROVIDE SAFEGUARDS AGAINST FALSE OR MALICIOUS CHARGES

2. DEFINITIONS
AGGRIEVED WOMAN
A woman of any age, whether employed or not, subjected to any act of sexual
harassment at the workplace.

EMPLOYEE
A person employed at a workplace on a regular, temporary, ad-hoc or daily wage
basis:
• Either directly or through an agent/contractor;
• With or, without the knowledge of the principal employer;
• Whether for remuneration or not;
• Includes a co-worker, contract worker, probationer, trainee, and apprentice
or called by any other such name.

RESPONDENT

Against whom a complaint of sexual harassment has been made.

WORKPLACE

In addition to the place of work, also includes:

• Any place visited by the employee arising out of or during the course of
employment.
• Transportation provided by the employer for undertaking such a journey.

3. APPLICABILITY

• Extends to all the Bank employees (whether in or out of the once premises)
while on duty.
• Extends to any incident(s) that has occurred during or beyond once hours.
• Where sexual harassment occurs to an employee of the Bank as a result of
an act by a third party or outsider while on official duty, the Bank will take all
necessary and reasonable steps to assist the affected person in terms of
support and preventive action.

32
4. WHAT IS SEXUAL HARASSMENT?

It includes any one or more of the following unwelcome acts or behaviour (whether
directly or by implication) viz:

• Physical contact and advances; or

• A demand or request for sexual favour; or
• Sexually coloured remarks or remarks of sexual nature about a person's
clothing or body; or
• Showing pornography, making or posting sexual pranks, sexual teasing,
sexual jokes, sexually demeaning or offensive pictures, cartoons or other
materials through email, SMS, MMS etc; or
• Repeatedly asking to socialize during off-duty hours or continued
expressions of sexual interest against a person’s wishes; or
• Persistent watching, following, contacting of a person; or
• Any other unwelcome physical, verbal or non-verbal conduct of sexual
nature.

The following circumstances, if occur or are present in relation to or connected

with the above acts may be tantamount to sexual harassment:

• Implied or explicit promise of preferential treatment in employment; or

• An implied or explicit threat of detrimental treatment in employment; or
• An implied or explicit threat about the present or future employment status;
or
• Interferes with work or creating an intimidating or offensive or hostile work
environment; or
• Humiliating treatment that is likely to aspect health or safety.

5. KEY ELEMENTS EXPLAINED

BEHAVIOUR / ACT HOW IT AFFECTS YOU

Unwelcome Welcome Personally Professionally
One-sided Mutual Low Self-Esteem Reduced Productivity
Against Law Legal Dpression & Stress Frequesnt Leaves
Demeaning Appreciative Guilt / Self - Blame Negative Career Fallouts
Makes Angry Makes Happy Feeling Powerless Relocation

FEW EXAMPLES - DIRECT HARASSMENT

• Serious/repeated remarks about body/appearance

• Social invitations with sexual overtones
• Persistently asking out, despite being turned down
• Stalking
• Spreading rumours about private life to sully the reputation

33
FEW EXAMPLES- IMPLIED HARASSMENT

• Attempts to isolate/exclude
• Public humiliation
• Unwarranted too much monitoring
• Arbitrarily taking disciplinary action
• Exerting control by withholding resources

6. INTERNAL COMMITTEES (IC)

Independent Internal Committees (IC) are constituted in the Bank at all levels.
Cases relating to respective establishments within the geographical area will be
dealt with by IC(s) of the concerned Circle. Internal Committee will comprise of a
minimum four members as under:

• A Presiding Officer, who shall be a woman at a senior level at the

workplace amongst the employees.
• Not less than two members from amongst the employees, preferably one
from Supervising and one from Award Staff, having a commitment to the
cause of women/experience in social work/ legal background/ engaged in
discharging Corporate Social Responsibility activities in the Bank.
• One member may also be included in the Committee from another Circle.
• One member from an NGO or an association committed to the cause of
women or a person familiar with the issues relating to sexual harassment.

7. REDRESSAL MECHANISM

COMPLAINT

An aggrieved woman may complain of Sexual Harassment at the workplace to the

Internal Committee (IC) concerned within a period of three months from the date of
the incident. The Garima Portal can be accessed on SBI Times as : Home
Page>>Quick Links>>GARIMA

CONCILIATION

At the request of the aggrieved woman, the IC may settle the matter through
conciliation.

INQUIRY

IC, where the Respondent is an employee, will proceed to make an inquiry, as per
the provisions of the applicable Service Rules, when –

• Settlement is not arrived at by Conciliation; or

• Terms & conditions of the settlement have not been complied with by the
Respondent.

INQUIRY TO BE COMPLETED WITHIN 90 DAYS

34
INTERIM RELIEFS

During the pendency of the inquiry interim relief may be granted to the aggrieved
woman

• The IC may recommend to the appropriate authority to transfer the

aggrieved woman or the respondent or both to a different workplace(s).
An implied or explicit threat of detrimental treatment in employment; or
• Grant leave to the aggrieved woman for up to 3 months. This will be over
and above of applicable service rules in this regard.

PUNISHMENT FOR FALSE OR MALICIOUS COMPLAINTS OR FALSE

EVIDENCE

IC may recommend to the appropriate authority to take action against the person
who has made the false complaint, following the provisions of the Service Rules
applicable to such a person.

APPEAL

i. Any person aggrieved by the decision of the Internal Committee may prefer an appeal
within ninety (90) days of the recommendations to the Internal Appellate Committee
(IAC - POSH) constituted in the Bank.
ii. An appeal may also be preferred for non-implementation of the decision of IC to the
IAC-POSH within the above-mentioned stipulated time.

iii. There shall be two Internal Appellate Committees (POSH), viz. IAC POSH – I and
IAC POSH -II as under:

Internal Appellate Committee (POSH) – I

The Internal Appellate Committee (POSH) – I shall consist of minimum three

members, two of whom shall be Dy. Managing Directors of the Bank.
Appeals in cases where either the Complainant(s) or the Respondent(s) is above the
rank of Scale V will be heard by Internal Appellate Committee (POSH) - I

Internal Appellate Committee (POSH) – II

The Internal Appellate Committee (POSH) – II shall consist of minimum three

members, one of whom shall be in the rank of General Manager and other two
members in the rank of Dy. General Manager.
Appeals in cases where both the Complainant(s) and the Respondent(s) are up to
the rank of Scale V will be heard by Internal Appellate Committee (POSH) - II

The Internal Appellate Committees (POSH) I & II will be constituted at Corporate

Centre and will be treated as apex level committees. Both the Internal Appellate
Committees will be independent of each other and the order of Internal Appellate
Committee (POSH) – II shall not be open for appeal before the Internal Appellate
Committee (POSH) – I and vice versa.

35
 Key Learning Achieved:

• Purpose and objectives of POSH (Prevention of Sexual Harassment of

Women at workplace).
• What consists of Sexual Harassment.
• Constitution of Internal Committee and the available Redressal
Mechanism for Women employees.

Check Your Progress

1. The Internal Committee for investigating cases of sexual harassment is headed by

a) a male officer
b) a Lady officer of senior rank
c) a Lady staff
d) any one

2. Victim of sexual harassment should

a) keep it secret
b) not delay in repelling
c) file complaint immediately
d) Both (b) and (c)

3. What is Sexual Harassment at workplace ?

a) Sexually determined behaviour
b) Unwelcome behaviour
c) Unwelcome sexually determined behaviour
d) Misbehaviour

4. What is the redressal mechanism available in our Bank against Sexual Harassment
of women?
a) complaint to Internal Committee
b) complaint to Government Authorities
c) complaint to DGM (module)
d) complaint to GM (network)

5. What does the Internal Committee for investigating cases of sexual harassment
comprise of ?
a) only supervising staff
b) only award staff
c) only third parties
d) one representative of supervising and award staff and a third party

1 2 3 4 5
b d c a d

36
 CASELET ON GARIMA
Radhika joined state Bank of India as an Associate after selected in the All India Examination.
She joined the Bank with high hopes. She was even more thrilled as she got the posting in
her hometown. Sri Arun who happens to be her family friend also worked in the same Branch.
She was very happy that Mr. Arun will be available to guide her as she is new to the Bank
and Branch. The first few days passed off very well .of late she observed a strange and
unwelcome behaviour of Mr Arun .Yesterday in the pretext of some work she touched her
hand repeatedly. Radhika felt very uncomfortable at such behaviour. She immediately went
and asked you certain question regarding the policy of Bank in this regard.

Please answer the following questions.

1.Radhika can lodge a complaint with which authority here?

a) Branch Manager
b) Regional Manager
c) Internal complaint committee
d) Internal committee

2. The complaint can be made within how many days of the date on incident.
a) 30 days
b) 60 days
c) 90 days
d) 45 days

3. In the present context Radhika will be known as?

a) Respondent
b) Employee.
c) Aggrieved Women
d) Subject

4. Among the following which is not sexual harassment?

a) Demand for sexual favours
b) Physical contact or advances.
c) Reprimanding for not doing Bank’s allocated work
d) . Implied or explicit promise of preferential treatment in employment

5. If conciliation is allowed here, who will allow conciliation?

a) Branch Manager
b) Regional Manager.
c) Internal committee
d) None

1 2 3 4 5
d C c b c
37
 









CERTIFICATION PROGRAMME FOR ASSOCIATES

MODULE-D
DIGITAL PRODUCTS

State Bank Foundation Institute ‘Chetana’, Indore

 MODULE-D
DIGITAL PRODUCTS
INDEX MODULE D (DIGITAL PRODUCT)
Contents Pages

YONO- Introduction, Registration 4-5

Account Opening Journey 6-11

YONO APP features 12-21

PAPL 22-45

FINANCIAL SUPERSTORE 46-49

ONLINE MARKET PLACE 50-55

YONO KRISHI 56-60

YONO CASH 61-64

YONO smart Cheque Deposit Kiosks (CDK) 65-70

YONO Branch Portal- NFS 71-74

BHIM SBI PAY 75-85

GOOGLE PAY APP 86-89

YONO LITE 90-102

RINB 103-115

CINB AND GINB 116-125

CRM 126-132

BHARAT QR 133-136

FASTAG 137-141

DATA QUALITY 142-146

SOP for Handling Unauthorized/Fraudulent Electronic Banking Transactions 149-157

2
 KEY LEARNING OBJECTIVE

In this chapter we will learn about various digital applications available in the Bank. The
importance of migrating customers to the digital channels and the role of alternate
channels in delivering superior customer service. We also learn about the process of
registration or on-boarding the customers to digital channels.

We are aware that, support to customers in usage of digital applications and resolving
customer complaints is key to the success of any digital application. Therefore, it is
imperative for all us to know the operational guidelines, various services available and
complaint resolution process of all the digital applications.

This module will help us to learn about YONO operational guidelines and its features,
YONO registration process for existing customers and new to bank customers and
different types of Savings Bank accounts like Regular Savings Bank account, Digital
Savings Bank account and Insta Savings Bank account through YONO. We also learn
about the other services in YONO like PAPL loans, YONO Krishi. YONO Cash and
YONO smart Cheque Deposit Kiosks (CDK) etc.

We will also learn about the features of other digital applications like RINB, CINB,
YONO Lite, BHIM SBI Pay, BHARATH QR, CRM and FASTAG in this module. In order
to facilitate easy learning, at the end of each topic checklist / FAQs and MCQs in the
form of simple case studies have been provided.

3
 YONO- Introduction, Registration
SBI has unveiled a combination of lifestyle with banking digital application supported by
AI named as YONO. The journey unleashed in 24 th November 2017 and it is evolving
continuously uninterrupted since its inception.

YONO is a new platform of digital banking. It is an integrated digital platform to offer

financial services, besides lifestyle products and services. The platform was developed
leveraging technologies such as artificial intelligence, predictive analytics and machine
learning, and can be accessed through a mobile application. As a part of digital initiative
of the Bank, digital transformation of core processes and products are envisaged under
YONO an acronym for You Only Need One, digital channel platform to reduce manual
intervention and go paperless to provide superior and seamless customer experiences
including customer onboarding. The application is accessed by new customers and
existing Customer as under.

YONO

EXISTING NEW

Branch DIGITAL REGULAR Insta Plus

INB ATM INSTA SB
Interface SB SB (VCIP)

Check List for Customer

 Smartphone
 Aged 18 years and above
 Operating system requirement for Android devices (mobile/tablet) - Android version 5.0 and
above.
 Operating system requirement for Apple devices (mobile/ipad) - iOS8.0 and above
 Internet connection: Cellular (3G/4G) or Wireless (1Mbps and above).
 The mobile/tablet (Android/Apple) devices should have OS based locking mechanism
(passcode, pattern lock, biometric verification).

4
Support to the Customer

 Like SIRI in apple an Artificial Intelligence support, State Bank Intelligence

Assistance SIA is a new initiative developed to support the customers through

chatbot application.

 Frequently asked questions (FAQ) on any website/portal/app contains a list of

questions and answers relating to a particular subject. An exhaustive list of
FAQs, to facilitate customers’ while they explore ‘YONO’ features is offered on
the Mobile App. FAQs will be placed under ‘Help & Contact us’ section of the
mobile app.

 Customer care number details from 'Contact Us' option under 'Support' option. In
addition to this you may reach on Toll Free Number: 1800 1111 01.

5
 Account Opening

1. Regular Account Opening using -OVD & E-KYC

2. Digital Account Opening using -OVD & E-KYC
3. Insta Savings Account using e-KYC through Aadhaar Card.
4. Insta Plus Account Opening through Video based customer identification
process (V-CIP)
5. Account Opening – Paper Based Process

REGULAR ACCOUNT: As per instruction issued vide e-Circular R&DB/OPS-

KYC/7/2019-20 dated 21 June 2019 e-KYC authentication may be carried out if the
customer is voluntarily using the Aadhaar number identification by giving consent to be
authenticated. Digital Savings Bank Account using E-KYC through YONO Branch assist
mode is an improved version of the regular account opening process done in CBS.

Product code: 1011 1801- DIGITAL SAVINGS AADHAAR - CHQ (with cheque book)
Eligibility for customers & Prerequisites:
 Physical account opening form is not required
 No separate CKYC process is required
 Available only for ‘P’ segment Domestic customers
 Mode of operation will be single only.
 Customer gets account number and CIF through email/mobile SMS
 To be a literate, and should be able to sign uniformly
 Resident Indians above 18 years of age.
 Customer is a new to bank and does not have a CIF.
 Aadhaar bears the current address of the customer.
 PAN is optional. If PAN is not provided, the system generated Form 60 has to be
signed by the customer and uploaded.
 Mobile is mandatory, customer should possess it at the time of A/c opening
 Email address is optional
(Circular Reference: R&DB/S&DB-YONO/42/2019 – 20). Date: 23 JAN 2020)

Important instructions and features: CIFs opened in this process will not be
subjected to LCPC second level of scrutiny. No Debit Freeze and Instant activation of
the account as these accounts opened end to end.
 The required documents will be sent by YONO platform to CKYC application for
CKYC number generation as a backend automated process. No action required
at the branch after the creation of CIF/account.
 Debit card / Cheque book services will be automatically activated based on the
choice provided by customer during the account opening process.
 Customer has to voluntarily provide the Aadhaar / Virtual Identity number (VID)
as also the consent for e-KYC biometric authentication. The consent has to be
recorded by obtaining signature of the customer on the Customer Data Input
Form (CDIF)

6
 *Physical copies of the documents viz. CDIF and Terms & Conditions Form are
to be sent to the Document Archival Centre (DAC) through e-DAC workflow as
per e-circular no DB&NB-YONO/32/2017-18 dated 20.11.2017
 Reduced number of queues – signature upload, ATM card request, Cheque book
issuance, nominee registration, FATCA, CKYC related queues merged in one
queue only.
Nomination: There will be two options “I wish to nominate for this account and “I do not wish to
nominate for this account” out of which one option will need to be selected. In case the customer
does not want to nominate an explicit signature on the CDIF is to be obtained from the customer.

2.DIGITAL ACCOUNT:
 Physical account opening form is not required
 Data filled by Customer will be Pre-Populated at the Branch
 No separate CKYC process is required
 Available only for ‘P’ segment Domestic customers
 Having officially valid Proof of Identity (POI) and Proof of Address (POA)
including Aadhaar Card in physical form.
 Mode of operation will be single only.
 Customer gets intimation of account number and CIF through email/mobile
 Having Mobile number and PAN
 Email ID is an optional field
 To be a major by age, a literate, and should be able to sign uniformly
Eligibility criteria of customer for opening these accounts through YONO:

a) Resident Indians above 18 years of age who are literate and able to sign
uniformly.
b) Customer is a “new to bank customer” and does not have a CIF.
c) Aadhaar bears the current address of the customer.
d) Mobile is mandatory whereas Email address is optional.
e) PAN is mandatory.
f) Account will have mandate as “singly operated” only.
g) The physical account opening form (AOF) is not required to be taken from the
customer. AOF is digitally generated and saved in Document Management
System after the account opening process is complete.
h) The process is self - initiated by customer on the mobile app / customer portal.
Customer has to voluntarily provide the Aadhaar / Virtual Identity number (VID)
as also the consent for e-KYC biometric authentication. The consent has to be
recorded by obtaining signature of the customer on the Customer Data Input
Form (CDIF). The customer provides PAN and other details e.g. personal data,
additional details.
i) A permanent Internet banking username assignment and password creation is
done during the self-service customer mobile app / portal journey of creation of
Reference Code. This username and password is linked to the CIF/ Account
once the CIF / Account is completed opened at the branch in YONO branch
portal.
j) On completing the data entry, the customer gets the Reference code, which has
to be submitted to any branch when customer visits for KYC verification.

7
Important instructions and step by step process for opening Digital Savings
account.
a) Account will have mandate as ‘singly operated’ only.
b) Physical account opening form (AOF) is not required to be taken from the
customer. AOF is digitally generated and saved in Document Management
System after the account opening process is complete.
c) The process is self-initiated by customer on the mobile app/ customer portal.
Customer has to voluntarily provide the Aadhaar/Virtual Identity number (VID) as
also the consent for e-KYC biometric authentication. The consent has to be
recorded by obtaining signature of the customer on the Customer Data Input
form (CDIF). The customer provides PAN and other details e.g., personal data,
additional details.
d) A permanent Internet Banking username assignment and password creation is
done during the self-service customer mobile app journey of creation of
reference code. This username and password is linked to the CIF/Account once
the CIF/Account is completed / opened at the branch in YONO branch portal.
e) On completing the data entry, the customer gets Reference code, which has to
be submitted to ANY branch when customer visits for KYC verification.
f) The branch staff will enter the Reference code generated by the customer and
carry out e-KYC bio-metric authentication. The data received from UIDAI will be
auto populated.

PRODUCT PRODUCT CODE

DESCRIPTION
1011 1911 DIGITAL OVD WITH CHEQUE BOOK
1111 1921 DIGITAL OVD WITHOUT CHEQUE BOOK

3.INSTA SAVINGS ACCOUNT

Bank has reintroduced OTP based Insta saving account opening process w.e.f. 11th
June 2020.

Eligibility criteria of customer for opening these accounts through YONO

a) Resident Indians above 18 years of age and literate.

b) Customer is a new to bank and does not have a CIF.
c) Mode of operation allowed is only “Single”.
d) Aadhaar bears the current address of the customer and mobile number as
e) entered in Aadhaar details must be in possession of the customer as OTP will
f) be triggered on the same number.
g) Mobile number is mandatory.
h) PAN and Aadhaar number are mandatory.
i) A declaration will be obtained in the app from the customer to the effect
j) that no other account has been opened nor will be opened using OTP based

8
 k) KYC in non-face-to-face mode with any other Regulated Entity (as per RBI
l) guidelines).

Product features of the account

a) Maximum balance that can be maintained in the account at any point of time is
Rs. One Lakh only and aggregate of all credits in a financial year shall not
exceed Rs. Two Lakhs.
b) No other deposit and loan account will be permitted to the customer until she/he
completes the full KYC and upgrades her/his CIF, Account type to a Regular
category.
c) Full KYC needs to be completed within 12 months of account opening else the
account will get closed and amount will be parked in Banker's Cheque account.
d) Rupay card will be issued to the customer.
e) Payments/transfers will be allowed through ATM card/ digital mode only.
f) No Signature based services (Cash/transfer over the counter) to be allowed at
the branch.
g) Customer will have access to the Yono Mobile app as well as our INB
functionality.
h) Cheque book/Passbook will not be issued to the customer.
i) Account Opening Form (AOF) will be digitally generated and saved in Document
Management System after the account opening process is completed.

The accounts will be opened with the CIF type 010224 & Account Product code 1111
1701 – Insta Savings Account.

4.INSTA PLUS SAVINGS ACCOUNT Through VCIP

With the growing use of technology and in the prevailing situation, customers are
reluctant to visit branches and prefer to avail banking services as per convenience of
time and place. To cater to this need and open a full KYC account without visiting the
branch, a new product “Insta Plus” Saving Bank account through V-CIP has been
created.

2.To provide a full digital experience to the customer and encourage them to adopt
Video based customer identification process (V-CIP) for opening of Saving bank
accounts, enablers being offered to customer are given as below:

a) No issuance charges and No Annual maintenance charges (AMC) for ATM / Debit
card. No charges on NEFT / RTGS transaction, SMS and consolidated account
statement.
b) No limit on the number of cash withdrawals through SBI ATMs.
c) Account is equipped for digital transactions through YONO/ Internet banking
facility.

3.The account opened through YONO platform via V-CIP will have a separate product
code 1111 1701 (INSTAPLUS- NCHQ SB) and will be parked at Home Branch selected
by the customer. Account opening through V-CIP YONO platform was introduced from
04.03.2021 in CUG and now rolled out to all the customers.

9
4.Eligibility criteria for customer to open Insta Plus Savings Bank account:

a) Resident Indian above 18 years of age who is literate.

b) Customer is a “New to Bank customer” and does not have a CIF.
c) Customer should be physically present in India during the Account opening
process.
d) Aadhaar bears the current address of the customer. Also, the mobile number
registered with UIDAI should be in possession of customer.
e) Original PAN card is mandatorily to be displayed during the Video Call.
f) Mobile is mandatory whereas Email address is optional.

5. Other key features of Insta Plus Savings Bank account:

a) Account will have mandate as “singly operated” only. No joint accounts

permitted.
b) Debit voucher transaction or any other signature-based services will not be
allowed in the branch. e.g. cheque related services, KYC update etc. as the
customer’s wet signature is not being captured in V-CIP process.
c) Cheque book will not be issued to the customer.

d) In case, the customer desires to avail any signature-based services, the request
to be handled as per SOP.
e) Passbook may be issued when the customer requests for passbook facility.

6. The step by step process is given in Annexure I and the detailed SOP is attached in
Annexure II. The SOP is also available under SBI Times -> Useful Links 2 -> Project
Lotus.

5. Account Opening – Paper Based Process

Presently, customers are required to be present in the branch during entire process of
opening Savings Bank Account through YONO Branch portal. Paper Based process on
YONO channel is being introduced to facilitate customer to leave branch after providing
OTP. Teller can resume account opening journey as per convenience.

2.The key changes of the process in comparison to existing Regular Savings Bank
Account opening process using Officially Valid Documents (OVD) on YONO channel
are as under:
Existing Process Paper Based account opening Process

System generated  Blank CDIF, and Terms & Conditions and

CDIF and Terms & Nomination Form (TNF) will be printed before the
start of account opening journey.
Condition form after
 Signature of the customer will be obtained on the
the data is entered by duly filled up CDIF and TNF. CDIF and TNF
the maker is printed, submitted by customer will be uploaded by Maker
signed by the during the process.
customer, and  Branch officials to ensure that CDIF and TNF filled
up by customer are complete and legible before
uploaded by the maker uploading the same.

10
during the process.  All non-mandatory data provided by customer (as
per CDIF Annexure 1) must be entered by the
Maker in CBS and approved by Checker without
fail.
OTP confirmation is OTP confirmation is required to be submitted by the
required by the customer at the start of the journey. Journey may be
customer for resuming resumed later by the Maker without requirement of OTP
the journey from again, within 7 days of starting the process.
pending queue of the
maker.

Photograph of the Photograph of the customer will be obtained on CDIF,

customer can be
scanned, cropped, and uploaded
captured through
Webcam

3. All key features, eligibility criteria and Product codes for existing regular Savings
Bank Account opening process with OVD through YONO Branch Portal will remain
unchanged.

4.SOP for opening Paper Based Savings Bank Accounts is available under SBI Times -
> Useful Links 2 -> Project Lotus.

11
 YONO – APP FEATURES

The application has services such as Digital Banking, Financial Products, (Superstore)
and Online Market Place (OMP) applications are facilitated in Post –Login Screens.

Relationship Overview:
Relationship overview help user 360-degree view for all existing relationships with SBI
and group subsidiaries. YONO post login if you click on Accounts the following tabs are
visible.

My Balances: Under My Balance customer selects an account that lead to transaction

enquiry tab and spend analyzer tab. The account balance and date wise transactions
are shown with narration. User will have the option to email or download the transaction
statement.
Spend Analysis: This feature has been introduced for analysis and graphical
representation of spending pattern of the customers in an account for a particular
period. This help in understanding spending behaviour, better financial planning and
budgeting. The analysis of spending behaviour in an account of customer can help to
understand spending pattern. Based on that financial planning and budgeting can be
set.

My Deposits: All Fixed Deposits accounts (FD, Tax Saver FD etc.) will be displayed
under this tab.

My Dreams: My Dreams is a new feature introduced where customer can create a

dream and save towards fulfilling that dream. As of now, our e-RD product is linked with
my dream. Subsequently other investments like Mutual Fund, Flexi deposits will be

introduced to broaden the saving and investment options. All such dreams will be
grouped and displayed in scrollable manner in My Dreams under My Deposits section.

12
Fixed Deposit: In conversational and assisted journey of FD creation, the option to
avail FD or TSFD is given. FD receipt will be sent to registered email address and will
be available for download also after creation. Option to close FD and avail overdraft
against FD (if eligible) provided for seamless experience to user.

Tax Saver Fixed Deposit: (TSFD) The requirement of PAN details is mandatory for
TSFD creation and the same is validated by the system before creation of the TSFD. In
Tax Saver Fixed Deposit, the maturity instructions by default will be ‘credited back to
transaction account’, however interest pay-out is available like regular Fixed Deposit.
Minimum period of investment is 5 years and maximum are 10 years. On Tax saver
Fixed Deposit, no overdraft or any loan is permitted. User will not be able to close Tax
Saver Fixed Deposit during lock in period of five years. Minimum Deposit Rs.1000.00
and maximum Rs.150000.00 per year can be invested. Among other tax avenues for
savings this stands out most important because of simplicity. In respect of PPF, need
to wait for 15 years for maturity.

Overdraft against Fixed Deposit: Overdraft facility is available for both STDR/e-STDR
and TDR/e-TDR for maximum period of 5 years and 3 years respectively for Overdraft
availed online. However, minimum residual tenure for maturity of fixed deposit should
be 6 months. Interest rate will be 1% (0.25% concession) above relative deposit rate.
Loan limit will be 90% in case of STDR and 75% in case of TDR. Minimum amount to
be availed is Rs.25000 and maximum will be Rs.5 crores.
Marketing tip: Although this is a liquid asset, premature closure may result in loss of
deposit and also lost corpus. Moreover, a feeling of having lost the deposit would make
one feel sad. To ensure deposit is intact and in case of emergency, the funds would be
made available.

My Borrowings: All loan accounts information like account number, outstanding

balance, no. of EMIs paid, next EMI due date will be displayed. For OD accounts,
information like amount OD limit, Limit availed, rate of interest, expiry date will be
displayed.

My investments: All Mutual fund and Cap securities information will be available.

My insurances: All SBI Life and SBI General Insurance information will be available.

My Credit Cards: SBI Credit cards linked information will be available.

My Wearables: A functionality using which customer can make contactless payments

through NFC debit card chip embedded in strap of TITAN watch, is designed to offer

13
our valued customers an innovative channel for making, contact less ‘Tap and Pay’
mode through YONO wearable.

The salient features of the product are as under:

 Customer can buy Titan Pay Watch through YONO OMP, Titan Stores and
online website of Titan. The strap of watch will have advanced contact less NFC
chips embedded inside. Once activated and linked with any CASA / OD account
through YONO, the customer will be able to use the watch for making payment.

 Customer logs into YONO and can link the Titan Pay Watch to his/her account
using a Unique Reference Number. (Which will come along with the box
containing Titan Watch).

 The transaction ceiling will be kept at Rs.2000/- per transaction with a maximum
of 5 transactions in a day subject to the maximum limit of Rs.10000/-.

Customer will be able to ‘Enable or Disable’ the Titan Pay Watch using options
available in YONO.

My Rewards: Details of reward points earned through various eligible transactions will
be available. Across the digital platform journeys certain trigger points have been
identified and relevant reward points have been attached. The underlying objective is
a. Continuously engages with the customers.
b. Try to get more data points of customers for better profiling and promotions.

14
KEY LEARNING ACHIEVED
YONO is a digital banking application launched in November 2017 to provide enhanced
digital experience to customers. The app facilitates to avail lifestyle-based services over
22 plus categories, including booking and renting cabs, entertainment, dining
experience, travel and stay, and medical assistance. E Commerce partners are more
than 100 and it is growing. YONO application is available in both Mobile Application.

The application is accessed by New customers and Existing Customer as under.

Existing customers:
Guidelines: Login and Registration of YONO

 Operating system requirement for Android devices (mobile/tablet) - Android version

5.0 and above.
 Operating system requirement for Apple devices (mobile/ipad) - iOS8.0 and above
 Internet connection: Cellular (3G/4G) or Wireless (1Mbps and above). The
mobile/tablet (Android/Apple) devices should have OS based locking mechanism
(passcode, pattern lock, biometric verification).

New Customers:
Three types of accounts for new customer 1. Digital 2. Regular 3.Insta
Reintroduction of Account Opening Process using e-KYC in Branch Assist mode

Digital Savings Bank Account using E-KYC through YONO Branch assist mode is an
improved version of the regular account opening process done in CBS

Eligibility for customers & Prerequisites

•Physical account opening form is not required
•No separate CKYC process is required
•Available only for ‘P’ segment Domestic customers
•Mode of operation will be single only.
•Customer gets intimation of account number and CIF through email/mobile alert.
•To be a literate, and should be able to sign uniformly
•Resident Indians above 18 years of age.
•Customer is a new to bank and does not have a CIF.
•Aadhaar bears the current address of the customer.

•PAN is optional. If PAN is not provided, the system generated Form 60 has to be
signed by the customer and uploaded.
•Mobile is mandatory and customer should possess it at the time of opening account.

15
•Email address is optional

Important instructions and features:

•CIFs opened in this process will not be subjected to LCPC second level of scrutiny. No
Debit Freeze and Instant activation of the account as these accounts opened end to
end.

•The required documents will be sent by YONO platform to CKYC application for CKYC
number generation as a backend automated process. No action required at the branch
after the creation of CIF/account.
•Debit card / Cheque book services will be automatically activated based on the choice
provided by customer during the account opening process.
•Customer has to voluntarily provide the Aadhaar / Virtual Identity number (VID) as also
the consent for e-KYC biometric authentication. The consent has to be recorded by
obtaining signature of the customer on the Customer Data Input Form (CDIF).

*Physical copies of the documents viz. CDIF and Terms & Conditions Form are to be
sent to the Document Archival Centre (DAC) through e-DAC workflow.

•Reduced number of queues – signature upload, ATM card request, Cheque book
issuance, nominee registration, FATCA, CKYC related queues merged in one queue.

Nomination

There will be two options “I wish to nominate for this account and “I do not wish to
nominate for this account” out of which one option will need to be selected.

In case the customer does not want to nominate an explicit signature on the CDIF is to
be obtained from the customer.

Important instructions and step by step process for opening Digital Savings
account.

a) Account will have mandate as ‘singly operated’ only.

b) Physical account opening form (AOF) is not required to be taken from the customer.
AOF is digitally generated and saved in Document Management System after the
account opening process is complete.
c) The process is self-initiated by customer on the mobile app/ customer portal.
Customer has to voluntarily provide the Aadhaar/Virtual Identity number (VID) as also
the consent for e-KYC biometric authentication. The consent has to be recorded by
obtaining signature of the customer on the Customer Data Input form (CDIF). The
customer provides PAN and other details e.g., personal data, additional details.
d) A permanent Internet Banking username assignment and password creation is done
during the self-service customer mobile app/portal journey of creation of reference

16
code. This username and password is linked to the CIF/Account once the CIF/Account
is completed / opened at the branch in YONO branch portal.
e) On completing the data entry, the customer gets Reference code, which has to be
submitted to ANY branch when customer visits for KYC verification.
f) The branch staff will enter the Reference code generated by the customer and carry
out e-KYC bio-metric authentication. The data received from UIDAI will be auto
populated.

YONO -App Features

The application has services such as Digital Banking, Financial Products, (Superstore),
and Online Market Place (OMP).

Relationship overview: Relationship overview help user 360-degree view for all
existing relationships with SBI and group subsidiaries. YONO post login if you click on
Accounts the following tabs are visible.

My Balances: Under My Balance customer selects an account that lead to transaction

enquiry tab and spend analyser tab. The account balance and date wise transactions
are shown with narration. User will have the option to email or download the transaction
statement

Spend Analysis: This feature has been introduced for analysis and graphical
representation of spending pattern of the customers in an account for a particular
period. This help in understanding spending behaviour, better financial planning and
budgeting. The analysis of spending behaviour in an account of customer can help to
understand spending pattern.

My Deposits: All Fixed Deposits accounts (FD, Tax Saver FD etc.) will be displayed
under this tab.

My Dreams: My Dreams is a new feature introduced where customer can create a

dream and save towards fulfilling that dream. All such dreams will be grouped and
displayed in scrollable manner in My Dreams under My Deposits section.

Fixed Deposit: In conversational and assisted journey of FD creation, the option to

avail FD or TSFD is given. FD receipt will be sent to registered email address and will
be available for download also after creation. Option to close FD and avail overdraft
against FD (if eligible) provided for seamless experience to user.
Tax Saver Fixed Deposit: (TSFD) The requirement of PAN details is mandatory for
TSFD creation and the same is validated by the system before creation of the TSFD. In
Tax Saver Fixed Deposit, the maturity instructions by default will be ‘credited back to
transaction account’, however interest pay-out is available like regular Fixed Deposit.
Minimum period of investment is 5 years and maximum are 10 years. On Tax saver
Fixed Deposit, no overdraft or any loan is permitted. User will not be able to close Tax
Saver Fixed Deposit during lock in period of five years. Minimum Deposit Rs.1000.00
and maximum Rs.150000.00 per year can be invested. Among other tax avenues for

17
savings this stands out most important because of simplicity. In respect of PPF, need
to wait for 15 years for maturity.

Over Draft against Fixed Deposit: Overdraft facility is available for both STDR/e-
STDR and TDR/e-TDR for a maximum period of 5 years and 3 years respectively for
overdraft availed online. However, minimum residual tenure for maturity of fixed
deposit should be 6 months. Interest rate will be 1% (0.25% concession) above relative
deposit rate. Loan limit will be 90% in case of STDR and 75% in case of TDR.
Minimum amount to be availed is Rs.25000 and maximum will be Rs.5 crores.
Marketing tip: Although this is a liquid asset, premature closure may result in loss of
deposit and also lost corpus. Moreover, a feeling of having lost the deposit would make
one feel sad. To ensure deposit is intact and in case of emergency, the funds would be
made available.

My Borrowings: All loan accounts information like account number, outstanding

balance, no. of EMIs paid, next EMI due date will be displayed. For OD accounts,
information like amount OD limit, Limit availed, rate of interest, expiry date will be
displayed.

My Cards: SBI Credit cards linked information will be available.

My Investments: All Mutual fund and Cap securities information will be available.

My Insurances: All SBI Life and SBI General Insurance information will be available.

My Rewards: Details of reward points earned through various eligible transactions will
be available. Across the digital platform journeys certain trigger points have been
identified and relevant reward points have been attached. The underlying objective is
to:
a. Continuously engages with the customers.
b. Try to get more data points of customers for better profiling and promotions.
FAQs for Customers
1) What is primary account number?
A) If user holds multiple accounts (single or joint), the transaction account with
maximum balance will be treated as default primary account. Another account can also
be selected as a primary account.
2) How do I change my Primary Account Number? / Can I change my primary account
number?
A) You can change the default primary account to his other linked accounts from
"Settings" section in sbi Yono app.
3) Can I get my account statements older than 3 years?
A) No. Statements older than 3 years, from date of request are archived and can be
retrieved by placing a request at your home branch.

18
4) What is the maximum amount which can be transferred using the ‘Quick Transfer’
menu?
A) The maximum amount which can be transferred using this menu instantly is
Rs.25,000/- only
5) What if I want to transfer more than Rs.25,000/- ?
A) Please add the beneficiary and wait for the activation of the beneficiary.
6) What is the 'Maximum Limit' in the beneficiary addition page?
A) From security point of view, depending on the customers' comfort they can choose
the maximum limit of the amount, up to which can be transferred to the new beneficiary.
Therefore, while adding the new beneficiary, customer has to define the new limit.
7) How Can I view TDS enquiry details?
A) You can log in to the SBI Digital Bank on YONO and Go to the Hamburger Menu >
Service Request> TDS enquiry > Select the Financial year for which TDS enquiry
details required and Submit. The TDS details Document can then be downloaded or
would be sent to the registered e-mail ID as per the Option selected.
8) Who can open Digital Savings Account?
A) Digital Savings Account is for every Resident Indian above 18 years who hold a valid
AADHAAR Card and PAN and who are born in India.
9) What documents are required to open a Digital Savings Account?
A) You need a valid AADHAAR with updated details and a valid PAN card to open
Digital savings account.
7) Customer’s name is not spelled correctly in AADHAAR?
A) Customer needs to update his AADHAAR card on UIDAI website or by visiting
AADHAAR enrolment Centre.
CIRCULAR REFERENCES:
1. Sl.No.: 1525/2019 - 20 Circular No.: R&DB/S&DB-YONO/42/2019 - 20 Date: Thu
23 Jan 2020- DIGITAL SAVINGS ACCOUNT - PROCESS USING e-KYC IN
SELF ASSIST MODE
2. Sl.No.: 1058/2019 - 20 Circular No.: R&DB/S&DB-YONO/32/2019 - 20 Date: Tue
29 Oct 2019- ACCOUNT OPENING PROCESS USING e-KYC IN BRANCH
ASSIST MODE
3. Sl.No.: 516/2019 - 20 Circular No.: R&DB/S&DB-YONO/14/2019 - 20 Date: Thu
18 Jul 2019- ACCOUNT OPENING USING OFFICIALLY VALID DOCUMENTS
(OVDs) THROUGH MOBILE APP/ CUSTOMER PORTAL
4. Sl.No.: 308/2020 - 21 Circular No.: NBG/PBU/LIMA-SB/7/2020 - 21 Date: Mon
22 Jun 2020 - PERSONAL BANKING REINTRODUCTION OF INSTA SAVINGS
ACCOUNT

19
CHECK YOUR PROGRESS:

1. On Yono app, what is the maximum amount for a Tax Saver fixed deposit?
a) INR 1,00,000 lakhs in a financial year
b) INR 1,50,000 lakhs in a financial year
c) INR 150000 and INR 200,000 for senior citizens
d) INR 150000 and INR 500,000 for senior citizens

2. On Yono app, which detail of the My Dream I cannot view?

a) Dream Name
b) Dream Period
c) Dream amount
d) Dream Image if not uploaded

3. On Yono app, while funding the dream, where can I check the interest rate
offered by bank?
a) Rate of interest offered on your dream on the review page
b) There is no option to view rate of interest
c) There is an option to view rate of interest through info.sbi in YONO
d) There is an option to view rate of interest through bank.sbi in YONO

4. Mr. X opened e-STDR in Yono app. Now he wants to close fixed deposit. Can
he close it prematurely?
a) It cannot be closed
b) It can be closed by himself
c) He has to request any Branch to close
d) Home branch only to close

5. On Yono app, what is tenure applicable to Tax Saver fixed deposit?

a) 3 years to 5 years
b) 5 years to 7 years
c) 5 years to 10 years
d) More than 10 years

20
CASE STUDY

Mr. Rohan, a new to bank customer has recently joined in TCS. He wants to open an
account with us for salary. He is interested to know some details about digital account
opening process through SBI YONO. He is seeking the following information on YONO
from the Mr. Arun, Associate in the branch. Please answer his queries.











21
 06. PRE -APPROVED PERSONAL LOAN (PAPL)
A new digitized unsecured personal loan product ‘Pre-Approved Personal Loan’ was
introduced on YONO platform vide Circular no- NBG/PBU/PL-PERLOANS/39/2017 –
18 dated 6th November 2017.

In order to provide our existing customers an instant personal loan for their urgent
needs, it has been decided to introduce a new digitized unsecured personal loan
product ‘Pre- Approved Personal Loan’. Under this product, a pre-approved and hassle-
free personal loan is made available to pre-selected customers of the Bank through the
Digital Banking platform.
Eligible customers will be intimated about their selection through SMS, e-mail, Online
SBI, In App Notifications, Contextual Notification (e.g. shopping page). Loan will be
made available with just four clicks after login to the application ‘YONO’ (You Only
Need One) mobile App available on Android and iOS through following process:

 Selection of Loan amount and tenure by the Customer

 Selection of Standing Instruction date
 Acceptance of Terms and Conditions
 OTP confirmation

In view of the encouraging response for the Bank’s maiden digital product and to
increase our penetration in digital platform, it has now been decided to offer Xpress
Credit and Pension Loans up to Rs. 8,00,000/-, and Rs.2,50,000/- respectively in the
pre-approved format. Further, Xpress Credit Insta top-up to Rs.3, 00,000 (Presently
available only on INB) is also brought under the umbrella of the existing Pre-Approved
Personal Loans on YONO.

YONO
PER

E-to-E Digitised
Loans Loans

PAPL PAXCL PAPNL PAITPHL

Rs.2Lac Rs.8Lac Rs.5Lac Rs.5Lac

PAITPXCL PAITPL
Rs.3Lac Rs.2.8Lac

Key Features of the Product

Xpress Credit up to Rs. 8 Lakhs, Pension loans up to Rs. 5 lakhs will be offered as
Pre-approved Loans in addition to existing PAPL up to Rs.2 lakhs and Xpress Credit

22
Insta top-up up to Rs.3 lakhs, Insta Housing top-up to Rs.5 lakhs and Insta Pension top-
up Rs.2.80 lakhs.

 Simplified 4 click process for availing loan through app/portal with instant
disbursement.
 End-to-end digitized process (no branch visits and no documentation).
 The eligible customers will be pre-selected on the basis of the analytic engine.
 Rule engine-based loan offers to different categories of existing P-segment
Customers.
 In case, a customer is eligible for more than one product out of the above 4
products, he/she will be offered the product with the highest eligibility under
PAPLs.
 Pitching of the offers through SMS, e-mail and push notifications to the eligible
Customers.

User Login YONO App with MPIN OR ID:

Post login, the user is displayed a pre-approved loan offer notification on the
home page. Alternatively, the PAPL offer is also available through bell notification

The user, on clicking the message will be able to proceed with the application.
The user will also be able to see the pre-approved loan offer on the shop page as
a banner, if eligible. The user, on clicking the offer will be able to see a message.
On clicking on “Apply now”, the user shall be redirected to the loan details page.

23
1 The user is able to see the best offer of the pre-approved loan.
2 User can select the amount he/she wants to avail using the slider. The
maximum loan availed at any time will be the best offer loan amount

3 The user can select the desired tenure of loan, subject to the maximum
permissible tenure displayed at the extreme right of the scroll bar.
4 EMI is calculated by the system and shown to customer
5 Rate of interest is shown to the customer
6 User once has finished selection, can click on the "Next" tab to proceed
7 User can click on the "back" option to go back to Previous Page.
8 Use can click on the calendar to select the EMI Start date
9 User can select the EMI start date from within one month.
10 User once has finished selection, can click on the “OK" to proceed
11 User can click on the “Back" option to go back to Select calendar option
12 User is then displayed terms and conditions for availing the loan
13 Only when the user scrolls down to read the terms and conditions fully,
then the check box is enabled by the system for him/her to accept the
terms and conditions
14 User has an option to exit the application by clicking on the exit tab to
land on the home page
15 User consents the terms and conditions by clicking on the check box
16 User can click on the “Confirm" to proceed to review screen
17 User arrives on review page where in the user can view the details of the
loan selected
18 User can click on “Next” to proceed OTP page
19 User can click on “Back” to go back to go the T&C page.
20 User then receives the OTP as SMS on the registered mobile number.
21 User to proceed needs to click on the “Submit" tab so that OTP is
validated, and loan application is processed.
23 User can click “Resend OTP” in case OTP is not received

24
 Congratulations!
Your Account number
kxxxxjcx2897 will be credrted shortly
with Ri 80,000/.

Once the OTP is validated, the user is displayed a success message confirming the
amount of loan sanctioned and the account number to which amount will be
transferred. In the backend the Pre-Approved Loan request is taken by CBS and
processed and disbursed to the Savings account of the user. Further, user also
receives an SMS and e-mail notifying him of the disbursement of loan amount
and the account number of transfers.
Your Account Number XXXXXXX4879 has
been credited with Rs 117000.00

o SBI YONO
to me
3:28 pm .

Dear dkhish la,

Congratulations!

Your Account Number XXXXXXX4879 has been

credited with Rs 117000.00.

Your Pre-Approved Personal Loan Account Number is

XXXXXXX0383.

You can access the T&C in 'My borrowings' section on

YONO home page.

Thank you,
Team SBI

User will get SMS and email (if registered with bank) containing a message stating
account has been credited with the loan amount

25
Viewing Pre-Approved Personal Loans (Mobile)

Viewing Pre-Approved Personal Loans (Mobile)

2 User goes to the “My Borrowings” section.

3 Under “My Borrowings” the user would be able to view the availed “Pre
Approved Personal Loan
4 User when clicks on the pre-approved loan availed, he/she can view the
details of the loan: Outstanding amount, remaining duration, rate of
interest and EMI
5 User can click on “Download” button to download T&C
6 User can open and read the TnC pdf (Note content of TnC will change
depending on eligible product)
Troubleshooting & Complaints Handling:

User will get SMS and email (if registered with bank) stating that Loan cannot be
processed. If another product (any Personal loans under PAPL umbrella or other
digital Personal Segment loan which is not permitted to be availed concurrently)
is availed by user, Cross product error messages will be shown. This error
message is displayed if one or more existing loan account/s is/are in stress.
Complaints pertaining to PAPL can be lodged by a customer through YONO App or any
other channel. New listings pertaining to the PAPL complaint scenarios have also been
added under the existing “YONO” category in CMS. The PAPL related complaints, other
than technical, will be handled by the Business Product Team and may be escalated to
DGM (e2e). Further customer may drop an email to feedback.yono@sbi.co.in for
resolution.

Ref: e-Circular/Sl.No.1249/2018 –19 Cir.No.NBG/PBU/PL-PERLOANS/48/2018 – 19

Date: Thu 13 Dec 2018

PRE-APPROVED PERSONAL LOAN

Parameter Details Parameter Details

Purpose For any legitimate personal purpose

Not to be used for any speculative purpose

Eligible customers CSP and Non-CSP

Selection Criteria For CSP Customers:

o Account should be opened with a CSP product code.

26
 (For e.g. CSP/ DSP/ PMSP/ SGSP etc.)
o If a Customer is having both, CSP as well as non-CSP
Accounts, CSP Account will be considered for eligibility
purpose.
o Account should be in single name (Joint Accounts not
eligible).
o Residential Status of the Customer should be “Resident
Indian”.
o Account should be KYC compliant.
o PAN is mandatory.
o The customer should not have existing overdraft within
SB account or SBI Insta-Credit Top up Loan or any clean
OD.
o None of the existing loan accounts under the CIF should
have IRAC status 4 and above.
o Only one Pre-Approved Personal Loan Account is
allowed under one CIF at any time.
o The account should be operative for at least one year.
o Xpress Credit loan, if already availed, should be regular.
Selection Criteria For Non- CSP Customers: The account should be in P-segment
other than those opened with a CSP product code, having Regular
Credits like Salary, Pension, Rent, etc.

Account should be in single name (Joint Accounts not

eligible).

Residential Status of the Customer should be Resident

Indian.

Account should be KYC compliant.

PAN is mandatory.

The customer should not have existing overdraft within SB

account or SBI Insta-Credit Top up Loan or any clean OD.

None of the existing loan accounts under the CIF should have
IRAC status 4 and above.

Account should be Aadhaar ceded.

Account should be operative for a minimum period of two

years.

Age Criteria CSP Customers— 18-58 years

Non-CSP Customers 18-68 years

CIBIL Score CSP Customers— 700

27
 Non-CSP Customers 750

Nature of Facility Demand Loan

Product Codes CSP Customers 6451-4213- MC-PREAPPROVED-PL

Non-CSP Customers 64514214- MC-PAPL

Loan Amount Minimum Rs. 25000/-

Maximum Rs. 200000/-

For CSP: ≥ ≥ 25,000 ≥30,000 ≥40,000 50,000 ≥75000 ≥1,00,000
20,000
Minimum to to to to to
Monthly to
<30,000 <40,000 <50,000 <75,000 <1,00,000
Credits for last 6 <25,000

months.

For Non CSP/ Average Quarterly Balance (AQB) in SB Account for last 4 quarters Rs.)

Others:

Maximum 40000 50000 60000 80000 100000 150000 200000

Eligible Loan

Amount (Rs.)

Tenure of Loan 6 months to 12 months

Interest Rate 560 BPS above one-year MCLR

Processing Fee NIL

Repayment By way of EMIs.

Standing Instruction (SI) will be set in CBS digitally, on

Customer selecting a date of his choice. Debit Account will
always be the Savings Account on which customer’s PAPL
eligibility has been determined.

Pre-payment Nil

penalty

Penal Interest Penal interest @ 2% p.a. (over and above the applicable
interest

rate) will be charged on the overdue amount for the period of

28
 default. If part instalment or part EMI remains overdue, then no

penal interest will be levied

Processing Nil

Fee

Documentation No physical documents will be exchanged between the

Customer & the Bank. The acceptance of Terms & Conditions
of loan, as listed on the mobile App will be obtained digitally, by
ticking the check box by the customer

PRE-APPROVED XPRESS CREDIT LOANS (PAXC)

Sr. Parameters Details

No.
1 Purpose  Any personal purpose other than speculative purposes.
2 Eligibility Bank’s existing customers will be pre-selected for this product offering
based on following eligibility criteria:
 Account should be opened with a Salary Package (SP) product
code. (For e.g. CGSP, CSP, DSP, ICGSP, PMSP, PSP, RSP,
SGSP etc.)
 Account should be in single name (Joint Accounts not eligible).
 Residential Status of the Customer should be “Resident
Indian.”
 Account should be KYC compliant.
 Aadhar is Mandatory.
 Age of the customer should be between18-56 years.
 There should not be any existing Xpress Credit loan (including
Insta Credit/Top up loans) account under the CIF
 None of the existing loan accounts under the CIF should have
SMA 2 and above.
 None of the existing loan accounts under the CIF had been
NPA in last 12 months.
 None of the existing loan accounts of the customer any
Bank/Financial Institutions should have been NPA (i.e DPD>90
days) in last 12 months.
 There must be at least one credit every month for last 12
months.
 Median of the ‘Maximum credit in the salary account in each
month for last 12 months.’ ≥ Rs 5000.
 CIBIL score criteria is as under:
Salary Package Holder: No CIBIL cut off
Others: CBIL score 700 & above.

29
 The pre-selected customers will be intimated about their eligibility /
selection for PAPL through SMS/ email/ pop-up messages/ in-app
notifications/the offer section of Internet Banking

3 Facility/ Term Loan 64504219 - MC-TL-PRE APPRVD XPRES CR

Product code
4 Availability of PAPL is available only through “YONO” App. The loan account will be
the Facility parked in the Home Branch (which maintains the Salary Account
considered for PAPL eligibility)
5 Loan Amount Minimum Limit: ₹ 25000/-
Maximum Limit: 24 times NMI subject to maximum of ₹8,00,000/-
Subject to EMI/NMI ≤50%
NMI = Median of the ‘Maximum credit in the salary account in each
month for last 12 months.’
6 Loan Tenure Maximum: 72 months or {58 years- Age of customer (years and
months) as on Quarter end date of data extraction i.e. 31st March, 30th
June , 30th September, 31st December} in months, whichever is lower
Subject to EMI/NMI ≤ 50%
7 Rate of Interest As per Annexure-I(A)
8 Security Nil (Unsecured Loan)
9 Processing Fee Rs 2000 + Applicable Tax
10 Moratorium Not Applicable
11 Repayment
 The Loan will be repayable by way of EMIs. Standing
Instruction (SI) for EMI payment will be automatically set up on
Savings Bank Account of the customer.
 Loan Account will be closed / pre-closed by the Home Branch
after recovering residual dues from the Customer’s Savings/
Current Account.

12 Penal Interest If the irregularity in loan account exceeds EMI, a penal interest at 2%
p.m. (over and above the applicable rate of interest) will be charged
on the overdue amount for the period of default. If part instalment EMI
remains overdue, no penal interest will be charged.
13 Pre-payment No pre-payment or part-payment penalty applicable.
Penalty
14 Number of
PAPLs availed  Only one PAXC can be availed at any point of time.
 Multiple PAXCs are not permitted even if a customer has
availed lower loan amount than their eligibility/loan offered.
 In case the loan account is closed before any of the quarter’s
end, a customer will not be eligible for taking a new loan till the
start of next calendar quarter, which will also be subject to their
eligibility for PAXC facility in the subsequent quarter(s).

15 Validity of Offer The offer to the pre-selected customers will be valid till the end of
Calendar Quarter in which they are offered the loan. The list of
Accounts pre-selected for this offer will be dynamic and a new list will
be prepared on quarterly basis based on the eligibility criteria as
stated above. The new list will be updated at the back end every

30
 Calendar quarter so that all ineligible account holders, who may be
previously eligible, are removed from the list.

16 Check-off No-Check off

17 RSM As per extant score card applicable for Xpress Credit
18 Documentation The acceptance of Terms & Conditions of loan, as listed on the App/
Portal screen will be obtained digitally, by ticking the check box by the
customer.
No physical documents will be exchanged between the Customer &
the Bank.

Rate of Interest of Pre-Approved Xpress Credit loans:

In case of the customers with No Score (No CIBIL TU score), Risk Scoring Model
(RSM) score shall substitute the CIBIL TU Score in interest rate structure as under:

CIBIL TU ≥ 750 700-749 650-699 550-649 ≤550

Score
RSM ≥84 78-83 73-77 62-72 ≤62

PRE-APPROVED PENSION LOANS (PAPNL)

Sr. Parameters Details

No.
1 Purpose Any personal purpose other than speculative purposes.

31
2 Eligibility Bank’s existing customers will be pre-selected for this product
offering based on following eligibility criteria:
 Customer’s PPOs must be with Bank; Treasury & family
Pensioners are not eligible.
 Account should be in single/joint name.
 Residential Status of the Customer should be “Resident
Indian.”
 Account should be KYC compliant.
 Any of Aadhaar/ Voter ID / Passport / Driving License/PAN
should be available at CIF.
 Age of the customer should be less than 66 years.
 There should not be any existing Pension account under the
CIF
 None of the existing loan accounts under the CIF should
have SMA 2 and above.
 None of the existing loan accounts under the CIF had been
NPA in last 12 months.
 None of the existing loan accounts of the customer any
Bank/Financial Institutions should have been NPA (i.e.
DPD>90 days) in last 12 months.
 There must be at least one credit every month for last 12
months
 The pre-selected customers will be intimated about their
eligibility / selection for PAPL through SMS/ email/ pop-up
messages/ in-app notifications/the offer section of Internet
Banking.
3 Nature of Facility/ Term Loan 64504215-MC-TL-PRE-APROVD-PEN-LOAN
Product code
4 Availability of the PAPNL is available only through “YONO” App. The loan account
Facility will be parked in the Home Branch (which maintains the Savings
Account considered for PAPL eligibility)
5 Loan Amount Minimum Limit: ₹ 25000/-
Maximum Limit: 18 times NMP subject to maximum of ₹5,00,000/-
Subject to EMI/NMP ≤50%
NMP= Median of Monthly pension amount for last 6 months
6 Loan Tenure Maximum: 60 months or (72Years- Age of customer (Years and
Months) as on Quarter end date of data extraction i.e. 31st March,
30th June, 30th September, 31st December) in months whichever
is lower Subject to EMI/NMI ≤ 50%
7 Rate of Interest 3.35% above 2 year MCLR with no reset (currently 8.65%) effective
rate 12.00%
8 Security Nil (Unsecured Loan)
9 Processing Fee Rs 1000/-+ Applicable Tax
10 Moratorium Not Applicable
11 Repayment
 The Loan will be repayable by way of EMIs. Standing
Instruction (SI) for EMI payment will be automatically set up
on Savings Bank Account of the customer.
 Loan Account will be closed / pre-closed by the Home
Branch after recovering residual dues from the Customer’s
Savings/ Current Account.

32
12 Penal Interest
 If the irregularity in loan account exceeds EMI, a penal
interest at 2% p.m. (over and above the applicable rate of
interest) will be charged on the overdue amount for the
period of default.
 If part instalment EMI remains overdue, no penal interest
will be charged.

13 Pre-payment No pre-payment or part-payment penalty applicable.

Penalty
14 Number of PAPLs
availed  Only one PAPNL can be availed at any point of time.
 Multiple PAPNLs are not permitted even if a customer has
availed lower loan amount than their eligibility/loan offered.
 In case the loan account is closed before any of the
quarter’s end, a customer will not be eligible for taking a
new loan till the start of next calendar quarter, which will
also be subject to their eligibility for PAPNL/PAPL facility in
the subsequent quarter(s).

15 Validity of Offer The offer to the pre-selected customers will be valid till the end of
Calendar Quarter in which they are offered the loan.
The list of Accounts pre-selected for this offer will be dynamic and
a new list will be prepared on quarterly basis based on the eligibility
criteria as stated above. The new list will be updated at the back
end every Calendar quarter so that all ineligible account holders,
who may be previously eligible, are removed from the list.
16 RSM As per extant Score card applicable for Pension Loan
17 Documentation The acceptance of Terms & Conditions of loan, as listed on the
App/ Portal screen will be obtained digitally, by ticking the check
box by the customer.
No physical documents will be exchanged between the Customer &
the Bank.

PRE-APPROVED INSTA X-PRESS CREDIT TOP-UP

Purpose Any personal purpose other than speculative purposes.

Eligible Who have already availed X-Press credit from the Branch

customers

Eligibility Existing Xpress Credit Loan Borrowers who fulfil the following conditions
will be offered “SBI Insta Credit Top Up Loan

o Minimum existing Xpress Credit Loan Limit of Rs 1.00 lac

o Minimum residual maturity of Xpress Credit Loan 1year
Satisfactory repayment record of at least 1 year
o The customer should not have an existing Top up Loan
o No instance of the Xpress Credit Loan slipping toRG3 and

33
 beyond in last 1 year
o Repayment of Loan will be only through SI.
Intimation to The pre-selected customers will be intimated about their eligibility /

customers selection for PAPL through SMS/ email/ pop-up messages/ in-app

notifications

Age No age criteria. A customer who has already availed X-Press

credit from the Branch and is fulfilling the above norms is eligible

Facility DL

Loan Amount 20% of Xpress Credit Limit (Existing Loan Limit)

Minimum: Rs 20,000

Maximum: Rs 3,00,000

Loan Tenure Loan Tenure depends upon the residual maturity of the already

availed X-Press credit Loan as below

Residual Maturity Loan Tenure

12 months to 35 months 12 months

36 months to 48 months 36 months

Interest Rate 350 BPS above 2 yrs. MCLR

Processing 0.50 % of Loan amount + GST

Fee

Security & NIL

Moratorium

Repayment The Loan will be repayable by way of EMIs. Standing Instruction (SI) for
EMI payment will be automatically set up on Savings Bank Account of
the customer.

Loan Closure Loan Account will be closed / pre-closed by the Home Branch after
recovering residual dues from the Customer Savings/Current Account

Documentation No physical documents will be exchanged between the Customer

Validity The offer will be valid till the end of Calendar Quarter in which they

are offered the loan

34
 PRE-APPROVED INSTA HOME TOP-UP LOAN
Purpose Any personal purpose other than speculative purpose

Eligibility Existing Home Loan customers will be pre-selected for offering this product
based on following eligibility:

o Minimum Home loan limit of Rs 10 Lacs with INB facility.

o Fully disbursed home loan with satisfactory track record of 1 year or
more.
o Home loan accounts with maximum of up to two borrowers.
o Minimum residual tenor of underlying Home Loan account is 3 years.
o The customer should not have any live Home Top-up Loan or Smart
Top Up Loan/Insta Top up Loan.
o No instance of the Home Loan account slipping to RG-2 or further in
the past.
o Minimum CIBIL Score of 650.
o Repayment of Insta Top Up Loan through SI only. However,
repayment of primary home loan through ECS/NACH also will be
considered.
o Home loan account and repayment account should be under same
CIF.
o Equitable mortgage has been successfully created for the primary
security/home loan.
Loan 5% of the Home Loan Limit
Amount
Minimum: Rs. 1,00,000/-

Maximum: Rs. 5,00,000/-

Facility Overdraft (with reducing drawing power).

Residual Maturity Tenure

Up to 120 months 36 months

Above 120 months 120 months

Number of At any point of time, only one `Insta Top-Up Home Loan’ will be

loans Permitted

Repayment By way of EMIs commencing on the date selected by the customer.

Standing Instructions (SI) for EMI repayment will automatically be set up on
account from which repayment of existing home loan is made.

Security An undertaking from the borrower will be obtained online, authorizing the
Bank to hold original Title Deeds of the house property already mortgaged to
the Bank for Home Loan, till the liquidation of all loans including the
proposed Insta Top-up Home Loan. However, extension of mortgage over

35
 the house property

will not be obtained.

Consent After the completion of process by primary applicant, co-applicant also is

required to give his/her consent, after which disbursement will be done.
process
from The navigation path for co-applicant to give consent is Login YONO >> Click
on menu (top left – hamburger menu) >> Service Request >> Pending
Co-
applicant Request

Alternative path: Login YONO >> Home page >> quick links>>Service
Request >> Pending Request

Int. Rate 1% above 1-year MCLR

Proc. Fee A flat Processing Fee of Rs.2000/- plus applicable GST.

Validity The offer will be valid for a period of 30 days from the date of activation of
the offer on YONO Mobile App.

PRE-APPROVED INSTA PENSION TOP UP LOANS (PAIPTL)

Purpose Any personal purpose other than speculative purpose

Eligibility Existing Pension Loan Borrowers who fulfil the following conditions will be
offered “Insta Pension” Top Up Loan

 Minimum existing Pension Loan Limit of Rs 1 lac

 Minimum residual maturity of Pension Loan - 1 year
 Satisfactory repayment record for the last 1 year
 The customer should not have two Pension Loans
 No instance of the Pension Loan slipping to RG-3 and beyond in the
last 1 year
 Existing Pension Loan account should not be RG-2 and beyond at
the time of scrubbing
 Repayment of Loan will be only through SI

Rationale: The above-mentioned conditions are meant to ensure, that only

good credit worthy customers are offered the preapproved “Insta Pension
Top-up Loan” The above-mentioned filters will be applied to pre- select
Pension Loan customers and a suitably drafted message conveying the
offer for “Insta Pension” will be shown to these identified customers both on
Internet and YONO Platform.

36
Validity of The offer made to pre-selected customers will be valid for a period of one
month from the date of activation of the offer on our Internet/ YONO
Offer
Platform. A fresh list of eligible customers will be prepared by our IT Dept.
at the end of each month and a suitable message conveying new offers will
be shown on the Internet / YONO Platform. Similar pre-approved Personal
Loan and Insta Credit offers are being offered on Internet/ YONO platform
by our bank.

Loan 20% of Pension Loan Limit (Existing Loan Limit)

Amount Minimum: Rs 20,000

Maximum: Rs 2,80,000

Rationale: Minimum existing Pension Loan limit is Rs 100,000 and the

maximum Loan Limit under the scheme is Rs 14,00,000

Facility Demand Loan

Loan Minimum 12 months to maximum 36 month. The top up loan will be co-
terminus with the existing loan.
tenure

Number At any point of time, only 1 “Insta Pension” will be allowed to exist under the
proposed scheme.
of Loans

Repayment The demand loan will be repayable by way of EMIs through Standing
Period
Instructions. The maximum repayment period will be 3 years.

Prepayment waived

Security nil

Interest For Top up Loan Br. Channel and Digital Channel Same as existing

Pension Loan scheme. Present Rate of Interest being 3.35% above 2-Y
MCLR ie 3.35+8.05 effective ROI 11.40% with no reset.

Pro. Fee A processing fee of 1% of the loan amount plus GST will be levied under
the product subject to minimum Rs 1,000 and Maximum Rs. 10,000 plus
GST.

37
 PRE-APPROVED TWO-WHEELER LOAN –PA2WheeL (Machine Learning Model)

Purpose To provide finance for purchase of new Two-wheelers viz.

scooter/motorcycle/moped/battery-operated/electric vehicles of reputed
make

Eligible Existing to Bank (ETB) CSP and Non-CSP Regular SB Account customers
Customers identified using Machine Learning Model

Age 21-57 Years

Monthly CSP Customers-The customer should have consistent single credit of Rs

Income >=10000 in 9 out of last 12 months.

(For CSP Non-CSP Customer -The customer should have consistent credit of >= Rs
and Non- 10,000 in 9 out of last 12 months.
CSP
Customers) Minimum net monthly income is the median income which will be calculated
based on the credit of last 12 months, excluding cash and system credits.

Credit of Rs.>=10000 per month for 9 months out of 12 months to be

counted from the date of identification of prospects based on machine
learning.

There shall be credits in the last 3 months immediately preceding the date of
identification of the prospects based on machine learning.

Loan Min Loan: ₹.0.20 lakh Max Loan: ₹.3.00 lakh

Amount
4 times of Monthly Income and applicable EMI/NMI Ratio

Repayment Minimum: 12 Months & Maximum: 48 Months

Period
(Subject to condition, Loan Account must be closed on or before the
borrower attaining the age of 60 years)

EMI/NMI Upto 50%

Ratio
CIC Score Minimum 700 and -1 (No Credit History) for CSP customers

Minimum 731 and -1 (No Credit History) for other than CSP customers

LTV 85 % of On-Road price of vehicle

Rate of Linked to CIC score/ CSP or Non CSP

Interest
(Fixed)

Repayment Standing Instruction by debit to Savings Bank A/c with our Bank.

38
Mode
Pre/Post Pre-sanction Survey is waived, since all the eligible customers will be KYC
sanction compliant whose transactions history will have been assessed over the
Survey
period of three years.

Post sanction to be made immediately after creation of the primary security

and thereafter only if A/c becomes irregular/NPA.

Processing 2 % of loan amount + GST, subject to minimum ₹ 1000 + GST Max 6000+
Fees GST

Insurance Vehicle to be insured for minimum of 3 years at the time of sanction of loan
and a copy of Insurance policy to be obtained and retained with the loan
documents.

SHORT CODE SMS FUNCTIONALITY TO CHECK ELIGIBILITY UNDER PAPL

The Bank has launched the following 6 digital products on YONO platform vide our e-
Circular No.: NBG/PBU/PL-PERLOANS/48/2018-19 dated 13.12.2018:

1. Pre-approved Xpress Credit (PAXC) up to Rs. 8 lacs

2. Pre-approved Pension Loans (PAPNL) up to Rs. 5 lacs
3. Xpress Credit Insta top-up up (PAITXCL) to Rs. 3 lacs
4. Pre-approved Personal Loans (PAPL) up to Rs. 2 lacs
5. Pre-approved Insta Top-up Home Loans (PAITHL) up to Rs. 5 lacs
6. Pre-approved Insta Top-up Pension Loans (PAITPNL) up to Rs. 2.8 lacs

A Short Code SMS functionality is developed for customers to know their

eligibility under the above products:

SMS Content to be “PAPL<space>XXXX” to 567676

sent from registered where XXXX to be replaced with last 4 digits of the SB

mobile number in CBS account no. of the customer.

SMS to be received by “Hurray! You are eligible for a Pre-approved personal

eligible customer loan for Rs. xxxxxx/-. TnC apply. Do not miss!!

Download YONO and avail immediately.” where xxxxx is the

pre-approved limit of the customer.

SMS to be received by “Thank you for contacting SBI. We regret to inform that
currently you are not eligible for PAPL. Please check back
ineligible customer
next month.”

39
 KEY LEARNINGS ACHIEVED
In order to provide our existing customers an instant personal loan for their urgent
needs, it has been decided to introduce a new digitized unsecured personal loan
product ‘Pre- Approved Personal Loan’. The maximum amount offered under the
scheme is Rs. 2 lac. Under this product, a pre-approved and hassle-free personal loan
is made available to pre-selected customers of the Bank through the Digital Banking
platform. Eligible customers will be intimated about their selection through SMS, e-mail,
Online SBI, In App Notifications, Contextual Notification (e.g. shopping page). Loan will
be made available with just four clicks after login to the application ‘YONO’ (You Only
Need One) mobile App available on Android and iOS/ through following process:

In view of the encouraging response for the Bank’s maiden digital product and to
increase our penetration in digital platform, Bank decided to offer Xpress Credit and
Pension Loans
up to Rs. 8,00,000/-, and Rs.2,50,000/- respectively in the pre-approved format.
Further,
Xpress Credit Insta top-up to Rs.3, 00,000 and Insta pension loan upto Rs.2,80,000.00
are
also brought under the umbrella of the existing Pre-Approved personal loan.

Bank’s existing customers will be pre-selected for Pre-approved Xpress Credit loan
product offering based on following eligibility criteria:
 Account should be opened with a Salary Package (SP) product code. (For e.g. CGSP,
CSP, DSP, ICGSP, PMSP, PSP, RSP, SGSP etc.)
 Account should be in single name. Should be “Resident Indian.”
 Account should be KYC compliant. Aadhar is Mandatory.
 Age of the customer should be between18-56 years.
 There should not be any existing Xpress Credit loan
 None of the existing loan accounts under the CIF should have SMA 2 and above or
NPA in last 12 months.

Minimum Limit: ₹ 25000/- and Maximum Limit: 24 times NMI subject to maximum of
₹8,00,000/- Subject to EMI/NMI ≤50%. The Loan will be repayable by way of EMIs.
Standing Instruction (SI) for EMI payment will be automatically set up on Savings Bank
Account of the customer. Loan Account will be closed / pre-closed by the Home Branch
after recovering residual dues from the Customer’s Savings/ Current Account.

Pre-approved Pension Loan

Bank’s existing customers will be pre-selected for PRE-APPROVED PENSION LOAN

offering based on eligibility criteria. Customer’s PPOs must be with Bank. Account in
single/joint name. Should be “Resident Indian.” Account should be KYC compliant. Any
of Aadhaar/ Voter ID / Passport / Driving License/PAN should be available at CIF.

40
Minimum Limit: ₹ 25000/- and Maximum Limit: 18 times NMP subject to maximum of
₹2,50,000/- Subject to EMI/NMP ≤50%.
Pre-approved Insta Pension Loan

Existing Pension Loan Borrowers who fulfill the following are eligible
 Minimum existing Pension Loan Limit of Rs 1 lac
 Minimum residual maturity of Pension Loan - 1 year
 Satisfactory repayment record for the last 1 year
 The customer should not have two Pension Loans
 No instance of the Pension Loan slipping to RG-3 and
 beyond in the last 1 year
 Existing Pension Loan account should not be RG-2 and
 beyond at the time of scrubbing
Minimum Limit: ₹ 20000/- and Maximum Limit: 20% of Existing Pension Loan Limit
subject to a maximum of Rs. 2,50,000.00.

FAQs for Customers

1) How do I know that I am eligible for PAPL?

A) The eligible customers are informed of their loan eligibility through SMS/e-mail/in-
App notifications & in the offer section of Internet Banking. Alternatively, Customer can
send SMS as detailed below to know eligibility.

SMS Content to be “PAPL<space>XXXX” to 567676

sent from registered where XXXX to be replaced with last 4 digits of the SB
mobile number in CBS account no. of the customer.

2) Do I need to provide any documents?

A) No documents are required to be provided.

3) How will I repay the loan?

A) An automatic standing Instruction will be set up on a day selected by you, for transfer
of EMI from your Savings Account to Loan Account.

4) Will my loan account be closed automatically after payment of all EMIs?

A) No. For the final closure of Account you will have to get in touch with your Home
Branch.

5) Can I pre-close my account?

A) Yes. The loan account can be pre-closed. You have to contact the Home Branch for
the purpose.

6) Is there any pre-payment penalty?

41
A) There is no pre-payment penalty charged for pre-closure of the loan account at
present.
7) Whom should I contact in case of any queries?
A) You may contact SBI Contact Centre 24*7 on 1800 111 101 (Yono Toll Free), for
assistance.

Drop an email to feedback.yono@sbi.co.in

During the banking hours, you may also contact your Home Branch (where
Salary account / Savings account is maintained).

CIRCULAR REFERENCE

1. Circular Sl.No.: 1249/2018 - 19 Circular No.: NBG/PBU/PL- PERLOANS/48/2018 -

19 Date: Thu 13 Dec 2018.

2. Circular Sl.No.: 1681/2019 - 20 Circular No.: NBG/PBU/PL-PERLOANS/78/2019 -

20 Date: Wed 4 Mar 2020.

CHECK YOUR PROGRESS:

1. Pre-approved Personal Loan does not include which of the following loan:
a) Xpress Credit Loan
b) Pension Loan
c) Deposit Loan
d) Top Up Xpress Credit Loan

2. The eligible customers under PAPL scheme have to do the following to avail
the loan:
a) Approach their Home Branch and execute the documents
b) Approach any branch and execute the documents
c) By clicking the required responses, the loan account is instantaneously
created without any paperwork
d) All the above are correct options

3. The eligible customers under PAPL are intimated through

a) SMS
b) e-mail
c) Push intimation through YONO app
d) All the above are correct options

42
4. The loan account under PAXC will be opened automatically by the system
under which branch?
a) Customer’s Home Branch where the CIF is maintained
b) Any branch as per customer’s choice
c) Branch in which the salary/income account is maintained
d) None of the options is correct

5. Can a customer avail a second PAPX?

a) Yes, if the EMI/NMI criteria permits
b) No. At any given point of time only one PAPX loan can be availed
c) Existing PAPX account is closed automatically and New loan is provided
d) None of the options is correct
6. How long the offer of PAXC is available for the customer?
a) Customer has to avail within 15 days from the notification
b) Customer has to avail within 30 days
c) Customer has to avail PAXC within the calendar quarter in which the offer is
made
d) Customer has to avail PAXC with the following calendar quarter in which the offer is
made.
7. On Yono App, what is the maximum amount offered under PAPL for Pre-
Approved Personal Loan
a) Rs.25000/-
b) Rs.50000/-
c) Rs.100000/-
d) Rs.200000/-
8.What are eligibility conditions for PAPL facility in YONO?
a) Account should be opened with a CSP product code. (For e.g. CSP/ DSP/
PMSP/ SGSP etc.)
b) Credit History cut-off score of 700 for non-CSP customers.
c) Account should be in single name (Joint Accounts not eligible). Residential
Status of the Customer should be “Resident Indian.”
d) All above options.

9.On Yono App for Pre-Approved Personal Loan, do I have to visit the Branch
for applying the loan?

a) Single Visit Required.

b) Two times requires for documentation and disbursement.
c) Whenever requires for application, documentation and disbursement.
d) No visit is required, this loan is made available to you through YONO

43
 10. Insta Pension Loan is a new product under Pension Loan in YONO
platform. Which among the following is incorrect?
a). Minimum existing Pension Loan Limit of Rs 1 lac
b) Minimum residual maturity of Pension Loan - 1 year
c) Satisfactory repayment record for the last 1 year
d) Maximum loan limit is 2,50,000/-

11. Validity of Insta Pension Loan is

a) Within calendar quarter from the offer
b) After the calendar quarter from the offer
c) Within one month from the offer
d) Within two months from the offer.

12. Which among the following is incorrect. Under Insta Pension Loan in
YONO platform.

a) 20% of existing Pension limit minimum

b) Minimum ₹.20,000/-
c) Maximum ₹.2,80,000/-
d) Maximum repayment possible is for 48 months.

CASE STUDY

Mr. Naveen is maintaining his SB account with Nagurpur branch. He is also using
YONO application for his banking services. One of his friends, Mr Abraham, who is also
a customer of SBI has availed a loan of Rs. 60,000.00 through YONO App without any
visit to branch. Mr.Naveen wants to know why this facility is not available to him.
Mr.Raghav, associate in the branch is guiding Mr. Naveen about this product.

44
1 Which of the following statements is Account should be CIF should Account Customer
not correct about eligiblity conditions opened with CSP have PAN should be in should be
for PAPL facility in YONO? product code single name resident indian
2 What is the maximum amount offered Rs.1,00,000.00 Rs.1,50,000.00 Rs.2,50,000.0 Rs.2,00,000.00
under Pre approved personal loan? 0

3 How the eligibility of the customers is Branch to scrutinise Staff have to The eligible Customer has to
assessed under PAPL? the income apply online customers are apply through
documnets and and CPCs will pre selected online and CPC
recommend assess by the will assess the
eligibility analytical eligibility
engine
4 How long the offer of PAPL is Customer has to Customer has Customer has Customer has to
available for the customer? avail within 15 days to avail within to avail PAPL avail PAPL with
from the notification 30 days within the the following
calendar calendar quarter
quarter in in which the
which the offer offer is made.
is made

5 If customer is eligible for two loan Both the loans are Only one loan Both the loans Only one loan
products i.e. Pre approved personal offered to customer. with higher loan are offered to with lower lrate
loan and Pre approved xpress credit , Customer can avail limit will be customer. of interest will
what will be the process? both the loans offered Customer can be offered
simultaneously. avail any one
as per choice.

Case Study answers: 1. a) 2. d) 3.c) 4. c) 5. b)

* * * * * * * ** *

45
FINANCIAL SUPERSTORE-FINANCIAL PRODUCTS:
The next section after My Relationships is Financial Products. This section is intended
to make available all Cross-Selling products of SBI for purchase online. The structure of
this section in the application is as under.

YONO’ (You Only Need One), aims to bring digital experience customers. Financial
Super Store will offer financial products of our JV partners to customers with a view to
offer a one view of their holdings and to promote cross-sell. State Bank Group products

46
available on single platform providing Customer One View. Financial Products like
Insurance, Cards, Mutual Funds, Securities etc. targeted to an intelligibly segmented
customer base through the use of Big Data Analytics based on purchase behavior and
life events of the customer. Aggregator – Customer one view, thereby positioning the
bank as a one stop solution for all their needs along with Opportunities for Cross Selling
and Upselling. Financial Calculators, comparison tools, customer life event-based
targeting.

NPS Account Opening

National Pension System (NPS) account opening process is made available on YONO
App. This self-service digital journey is an engaging experience in a freshly designed
user interface with TAT of less than 5 minutes.

2. Existing customers of the Bank eligible for opening NPS account, except NRI
customers, can now register to generate PRAN (Permanent Retirement Account
Number)/open NPS (National Pension System) account using YONO App.

3. Navigation for NPS on YONO App is YONO Login >> Investments >> NPS
account opening. Customer can view product features, eligibility & pension calculator.
He/she starts the journey by filling in the details, uploads photo/selfie, signature and
apply for new NPS registration. The customer is prompted to deposit initial contribution
including Bank charges. Once payment is made, PRAN is generated and
acknowledgement of NPS registration is received on his/her mobile screen with PRAN,
registration receipt number and contribution receipt number.

Virtual Mobile Number (VMN) process for recording customer consent digitally
To adopt best practices and be compliant with the extant regulation, Virtual Mobile
Number (VMN) process for recording customer’s consent digitally is introduced for
journeys on YONO Branch Portal for the following products.

i. Personal Accident Insurance (PAI)

ii. Group Health Insurance (GHI)
iii. Credit Card application
iv. SBI Mutual Fund products.
SOP is also available at SBI Times>>Quick Links>>YONO Times>>SOPs>> SOP

47
KEY LEARNINGS ACHIEVED:
The next section after My Relationships is Financial Products. This section is intended
to make available all Cross-Selling products of SBI for purchase online. The structure of
this section in the application is as under.
YONO’ (You Only Need One), aims to bring digital experience to customers. Financial
Super Store will offer financial products of our JV partners to customers with a view to
offer a one view of their holdings and to promote cross-sell. State Bank Group products
available on single platform providing Customer One View. Financial Products like
Insurance, Cards, Mutual Funds, Securities etc. targeted to an intelligibly segmented
customer base through the use of Big Data Analytics based on purchase behavior and
life events of the customer. Aggregator – Customer one view, thereby positioning the
bank as a one stop solution for all their needs along with Opportunities for Cross Selling
and Upselling. Financial Calculators, comparison tools, customer life event-based
targeting.

CIRCULAR REFERENCE

Sl. No. : 338/2017 - 18 Circular No. : CS&NB/CS&NB-LOTUS/13/2017 - 18 Date :

Saturday 01st July 2017 – YONO Master Circular

FAQs for Customers.

1) How will I see the Demat Holding of my account on YONO mobile App?
A) You need to select your account associated with the trading account of SBICap
Securities to link it on YONO mobile App. After linking on YONO mobile App Portal you
will be able to see the holding, if it is there.
2) How can I contact SBI Life?
A) Toll Free Number: 1800 22 9090 (Between 9 AM & 9 PM, seven days a week)
SMS: ‘CELEBRATE’ to 56161
Email ID: info@sbilife.co.in.

CHECK YOUR PROGRESS

1. Which of the following term is not relating to OMP?
a) Shop
b) Book and Order
c) Shop and Order.
d) Financial Super Store.

48
2. Which of the following is not an advantage of OMP?
a) Online store for customers to fulfil their daily and lifestyle needs.
b) Both B2C and B2B Marketplace.
c) Tools for Marketing and special offers management.
d) Online Financial Solution
3. What is OMP Online Marketplace in YONO?
a) OMP is a platform where one can access the world of online products anywhere,
anytime.
b) The user can browse a large range of products and services offered by various e-
Commerce partners, avail exclusive discounts and offers across categories and
avail financing facility from SBI.
c) Customers can login with their Internet Banking credentials on the YONO app and
access the 'Shop' & 'Book and Order' sections of OMP.
d) All the above.

4. What is Spend Analyzer in YONO?

a) Analysis and graphical representation of spending pattern of the customers in an
account for a particular period.
b) Analysis and graphical representation of spending pattern of the customers in Credit
Card for a particular period.
c) This can help customer in understanding spending behaviour, better financial
planning and budgeting.
d) A and C

5. What is the minimum amount in a month I can save under My Dream?

a) INR 10
b) INR 100
c) INR 1000
d) INR 10000

6. Mr. X having Digital Savings Account opened through YONO App. What is the
maximum amount of deposit Mr. X can make?
a) 100000
b) 1000000 per transaction
c) 1000000 per day
d) Unlimited
**********

49
 ONLINE MARKETPLACE

Online Marketplace comprises of Shop” & Order” wherein customers can access wide
range of products & services under various categories from multiple e-Commerce
merchants. The application will provide a single touch point for SBI Customers to
access wide range of “Beyond Banking” products from multiple B2C e-Commerce
merchant partners. This will include online purchase of retail, travel, daily, fashion and
lifestyle needs as well as availing various online services. Online Marketplace will also
provide personalized offers to the users. It will be a B2C platform where the number of
merchants will be ramped up over a period of time. Online Market Place is devised into
two verticals viz;
Approximately 1,37,000 transactions (around ₹ 60 crore Gross Merchandise Volume),
with 1.66 crore merchant clicks and approximately 54,115 IRCTC ticket bookings was
achieved till March 2019.

Shop & Order

Shop: Shopping at YONO is a pleasant experience with access to a wide range of

shopping portals online to purchase physical goods. There are many business partners
in 21 categories who are onboarded in this section. In addition to existing categories in
Shop section, a new category “Auto Mall” have been envisaged where Bank would be
partnering with all leading Automobile majors (OEMs) viz. Ford, Maruti Suzuki, Tata
Motors, Hyundai, etc.
Shop & Order as under: This section under OMP having many business partners
relating to Services like travel booking, Hotel, Vehicle Hire etc., in 21 categories
onboarded.

50
It aims to increase engagement with the customers and deepen the wallet share by
providing them customized offers based on transaction history leveraging SBI’s B2C e-
commerce merchant partners. Partners are onboarded in ‘Shop and Order’ together
segmented in 21 plus categories. In recent modification of the Mobile App dashboard,
both the Shop plus Book and Order merged together in single screen and renamed as
SHOP & ORDER.

ONLINE MARKET PLACE- INTEGRATION OF IRCTC

51
SBI customers can login through their INB Credentials on the YONO platform and
access IRCTC in category “Train Booking” under “Book and Order” section of OMP.
Customers visiting “Train Booking” under Book and Order” section can book train
tickets directly on YONO platform. Customers can also cancel tickets and file TDR for
tickets booked through YONO. Direct account debit, SBI Debit card and SBI Credit card
are the payment options available for the customer to pay for the booking.
IRCTC on OMP would allow customers to:
 Search trains for ticket availability,
 Book train tickets, Tatkal, view/Print/Get SMS/Cancel booked train tickets,
 Make payment through direct account debit, SBI Debit Card, SBI Credit Card,
 Know PNR Status of ticket booked through YONO VIKALP option,
 File TDR and View Booking history.

Benefits: No PG charges for using Direct account debit or SBI Debit card. Exclusive
Reward points, Cashback (wherever applicable) etc., on using SBI Payment
instruments.

Payment Option: SBI payment options like Direct account debit, SBI Debit cards, and
SBI Credit Cards will be available.

Charges: Customers will be charged a convenience fee Rs. 20/- per ticket for all Non-
AC classes. Rs. 40/- per ticket for all AC classes.

KEY LEARNINGS ACHIEVED

Online Marketplace comprises of Shop” & Order” wherein customers can access wide
range of products & services under various categories from multiple e-Commerce
merchants. The application will provide a single touch point for SBI Customers to
access wide range of “Beyond Banking” products. This will include online purchase of
retail, travel, daily, fashion and lifestyle needs as well as availing various online
services. Online Marketplace will also provide personalized offers to the users

Shop & Order as under: This section under OMP having business partners relating to
Services like travel booking, Hotel, Vehicle Hire etc., onboarded.

52
IRCTC Train Ticket Booking Feature
Customers visiting “Train Booking” under Shop and Order” section can book train
tickets directly on YONO platform. Customers can also cancel tickets and file TDR for
tickets booked through YONO. Direct account debit, SBI Debit card and SBI Credit card
are the payment options available for the customer to pay for the booking.
Benefits: No PG charges for using Direct account debit or SBI Debit card. Exclusive
Reward points, Cashback (wherever applicable) etc., on using SBI Payment
instruments.
Payment Option: SBI payment options like Direct account debit, SBI Debit cards, and
SBI Credit Cards will be available.
Charges: Customers will be charged a convenience fee Rs. 20/- per ticket for all Non-
AC classes. Rs. 40/- per ticket for all AC classes.
CIRCULAR REFERENCE
1. Sl.No.: 540/2018 - 19 Circular No.: R&DB/DB&NB-YONO/16/2018 - 19 Date:
Wed 1 Aug 2018 -IRCTC Ticket Booking.

2. Sl.No.: 104/2018 - 19 Circular No.: NBG/PBU/AL-AUTOLOAN/1/2018 - 19 Date:

Sat 21 Apr 2018-Auto Mall

3. Sl. No. : 338/2017 - 18 Circular No. : CS&NB/CS&NB-LOTUS/13/2017 - 18 Date

: Saturday 01st July 2017 – YONO Master Circular

FAQs for the Customer

1) I want my IRCTC User ID to be linked with My YONO Account
A) During booking of ticket when you enter your IRCTC user id, it is automatically
mapped to your YONO Account. Next time you need not put the same IRCTC User ID.
To book ticket with different IRCTC User ID User will first delink existing User ID and
then input the new IRCTC User ID.
2) How can I cancel my IRCTC ticket booked on YONO and get the refund?
A) You can cancel ticket booked on YONO by following steps:
a. YONO App----> Shop and Order ----> IRCTC---> My Booking ----> Select the
ticket you want to cancel ---> select the passenger for whom you want to cancel
the ticket or select all the passengers if you want to cancel ticket for all the
passengers and click on "Review Refund Amount".

53
 b. Cancellation fee and refund amount will be displayed. After you confirm the
same, your ticket will be cancelled, and refund will be initiated.
c. Please note that in case of refund for cancelled ticket YONO will not refund the
service fee charged. Refer to IRCTC Cancellation and refund policy before
cancelling ticket.
3) I was unable to board the train for which I booked the ticket. How can I claim
the refund?
A) You can file TDR for ticket booked on YONO. Please follow the path. YONO
App----> Shop and Order ----> IRCTC---> Menu---> Booking History ----> Select
the ticket you want to file TDR and click on file TDR. The refund will be
processed by IRCTC as per the TDR cancellation and refund policy.

4) On YONO Shop and order section, cashback as displayed not received?

A) Please refer to TnCs for cashback available on merchant site. Some are instant
cashback and some are delayed cashback (which will be credited after a certain period
of time as defined by respective merchant). If still issue is there, please contact the
respective Merchant Customer Care. For merchant customer care related queries,
contact 1800111101
5) On YONO Shop and order section, discounts as displayed are not applied at the
merchant's site?
A) Discounts are customized exclusively for you and the same would be applied on
redirection to the Merchant site. Please contact our YONO 24X7 Toll-Free Customer
Care number 1800111101 or mail to feedback.yono@sbi.co.in. Alternatively, customers
can also call 1800112211/18004253800 for more details.
6) Are the offers on "Shop" and "Book and Order" different from that of the Merchants'
website?
A) Yes, the offers on "Shop" and "Book and Order" are over and above those offered by
the Merchants.
7) My account got debited but order did not get placed.
A) Please contact respective merchant customer care for lodging the complaint.
Alternatively, you can call our 24X7 helpline number 1800111101 or mail to
feedback.yono@sbi.co.in.

54
CHECK YOUR PROGRESS
1. The payment options available for the customer to pay for the booking IRCTC
tickets through YONO are……….
a) Direct account debit
b) SBI Debit card
c) SBI Credit card
d) All channels mentioned in other options
2. Which of the following statement is not correct regarding TRAIN TICKET
BOOKING FEATURE integration of IRCTC to provide…?
a) Customers visiting ‘Train Booking’ under Book and Order’ section
b) Customers can also cancel tickets and file TDR for tickets through YONO
c) Customers will not be charged for convenience fee
d) Seat Availability will be displayed upfront for top three trains for the chosen class by
default in Yono
3. Which of the following facility not available in IRCTC booking in YONO?
a) Book train tickets
b) Book Tatkal Tickets
c) File TDR
d) All the options are available

**********

55
 YONO KRISHI

7
presents

Mandi

KISANSSlOlt
BigHaat

56
YONO KRISHI-AGRI GOLD LOAN-BRANCH PORTAL

Process Flow for YONO- Agri Gold Loan (Branch Level):

 Customer, including illiterate, with/without INB Credentials, approaches branch

for submitting Agri. Gold loan application.
 Branch generates a reference number in YONO Branch portal with required
information.
 Customer is directed to contact cash officer for availing his/her loan with YONO
reference number and Gold ornaments.

Processing and sanctioning the application in Agri LOS: Processing staff enters
the reference number in the field of YONO Reference ID under Lead
Management>YONO, the list of all the reference numbers generated through YONO
available in the branch will be displayed.

 The details of customer are pre-populated in the LOS screen (existing) of Agri
Gold Loan application.
 Processing staff has the option to make changes to the details provided, if
required.
 The appraisal process, sanction, accounting and control as per the existing
guidelines. The details of processing/sanctioning the application are available in
the LLMS user manual.

57
 Documentation of the sanctioned application: The enhancements in documentation
that have been done in LOS applies to all the applications that would be processed
through Agri LOS; which includes the walk-in illiterate customers as well. The details of
the documents that would need to be executed by customer in an Agri Gold Loan
application are as below.
Loan Amount Documents to be obtained in the application
Up to Rs. 3.00 Lacs DP Note & Take Delivery Letter.
Single consolidated arrangement letter.
Witness letter for illiterate customers
Gold appraisers’ certificate
Proof of land record / Agri activity/Declaration.
Above Rs. 3.00 Lacs DP Note & Take Delivery Letter.
Single consolidated arrangement letter.
Witness letter for illiterate customers
Opinion report for loan limit above Rs.3.00 lakhs
Gold appraisers’ certificate
Proof of land record / Agri activity/Declaration

In continuing towards going green through paperless banking, and making the
technological benefits reach to agriculturists also, the Bank has launched in July 2019,
Yono Krishi.

The farmers can access Market place, (mandi) for buying implements/pumpsets etc.,

Mitra is an advisory hub, where farmers can meet their non-banking needs.

New and improved YONO Account opening is now live with features to simplify your life
and save time.

KEY LEARNINGS ACHIEVED

In continuing towards going green through paperless banking, and making the
technological benefits reach to agriculturists also, the Bank has launched in July 2019,
Yono Krishi. The farmers can access Market place, (mandi) for buying
implements/pumpsets etc... Mitra is an advisory hub, where farmers can meet their non-
banking needs.

58
 YONO – Agri Gold Loan

YONO--Agri Gold loan process, available on the digital platform, will provide simplified
Loan Application to customers for availing a loan against the gold ornaments for
agricultural purpose, with the following benefits to the staff -
1. Process improvement by rationalization in number of documents executed by
customer.
2. Auto-population in LOS, information provided by customer on YONO & details
available in CIF at the time of processing, thereby reducing TAT.
3. Productivity enhancement by empowering borrower to key in details.

Customer logs into YONO, accesses YONO on the landing page and clicks on Agri
Gold Loan. Customer provides information like Marital Status, Educational
Qualification, Category (Social parameters) Farmer Type, Loan Amount, Loan Purpose,
Description of Activity Undertaken (only if loan purpose is Agri allied activities), Land
Holding (in acres) and Annual Income. Customer can select the Savings Account (SB)
in which the loan amount will be credited.

Customer obtains the Reference number which is valid only for 15 days. He/she needs
to visit the home branch for further processing/sanction. An incomplete application is
available for the customer to resume and complete within 30 days from the start date.

CIRCULAR REFERENCE

1. Sl.No.: 1036/2019 - 20 Circular No.: R&DB/S&DB-YONO/31/2019 - 20 Date: Thu

24 Oct 2019 -Agri Gold Loan on YONO Branch Portal.

2. Sl.No.: 392/2019 - 20 Circular No.: R&DB/S&DB-YONO/9/2019 - 20 Date: Wed

26 Jun 2019- YONO Krishi
CHECK YOUR PROGRESS

1. What are the important features in Yono Krishi

a) Mandi
b) Mitra.
c) Agri Gold Loan.
d) All of the above

2. Under YONO KRISHI, Mandi is for enabling farmers for ________

a) Purchase of implements, pump-sets, etc.
b) It is weather forecast and other helping needs for farmers
c) Farmer can arrange for insuring their crop
d) None of the above.

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3. Under Mitra in YONO Krishi, a farmer can ____
a) Purchase implements, seeds.
b) Get Agri Gold Loan data
c) Weather forecast and other helpful resources for agriculture
d) None of the above.

4. What are the features available in YONO Krishi?

a) Mandi, Mitra and Agri Gold Loan
b) Mandi, Mitra, Agri Gold Loan and KCC
c) Mandi, Mitra and KCC
d) None of the above.

**********

60
YONO CASH CARD-LESS CASH WITHDRAWAL THROUGH ATMs

YONO Cash is a unique feature that enables an account holder to withdraw money
instantly from YONO CASH enabled SBI ATM, POS and CSP (also called YONO Cash
Point (YCP)) in India without using a debit card.

 Customer will originate the YONO-Cash transaction on YONO App or Portal.

Customer can instantly withdraw funds from his account using the YONO Cash
transaction number generated through YONO App or Portal along with YONO
Cash PIN set by the Customer.

 The Transaction Number for YONO Cash will have a validity of maximum 240
minutes.

 The customer has to withdraw the entire amount in a single transaction i.e., No
partial withdrawals under single transaction number are allowed.

 For cash withdrawal at ATM, transactions of minimum Rs.500 and amount in

multiples of Rs.500 is allowed. For all the other cash withdrawal and shopping
channels, transactions of minimum Rs.100 and amount in multiples of Rs.100 is
allowed.

 The facility is available for self-withdrawal at YONO Cash Points. The maximum
permissible limit and number of withdrawals using YONO Cash will be over and
above the existing limits permitted for cash withdrawal using Debit Cards.

The following transaction limit matrix is followed:

Validation Rules: Summary of limit and validation rules is as under

Transaction Transaction limit No of Transaction Limit on No

Type (Per Transaction Active Amount Limit of
Per account) – transaction (Per CIF Per transactions
validated at the (validity of Calendar Day) – per day for
time of generation 4 hours) at Validated at the each type of
of transaction No any point time of YONO Cash
transaction transaction
authentication

YONO Cash 20000 including

20000 2 2
- ATM all 3 channels

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YONO Cash (2000 for YONO
2000 2
@ POS Cash @ PoS)

YONO Cash
10000 2
@ CSP

YONO
10000 2 2
Shopping

KEY LEARNINGS ACHIEVED

A new functionality “YONO Cash” is developed which will be a card-less cash

withdrawal facility through YONO platform where cash is collected at select ATMs.
(YONO Cash Points -YCP). Customer will originate the YONO-Cash transaction on
YONO App or Portal. Customer can instantly withdraw funds from his account using the
YONO Cash transaction number generated through YONO App or Portal along with
YONO Cash PIN set by the Customer. The Transaction Number for YONO Cash will
have a validity of maximum 240 minutes. The customer has to withdraw the entire
amount in a single transaction i.e., No partial withdrawals under single transaction
number are allowed. Under YONO Cash, minimum withdrawal is ₹.500/- (in multiples of
₹.500/-) with a maximum ceiling up to ₹.20,000/- per transaction, along with a maximum
limit of ₹₹. 20,000/- per account, per day maximum number of withdrawals limited to
TWO

CIRCULAR REFERENCE

1. Sl.No.: 483/2019 - 20 Circular No.: R&DB/S&DB-YONO/13/2019 - 20 Date: Wed

10 Jul 2019- YONO CASH AT POS
2. Sl.No.: 482/2019 - 20 Circular No.: R&DB/S&DB-YONO/12/2019 - 20 Date: Wed
10 Jul 2019- YONO CASH AT CSP
3. Sl.No.: 1691/2018 - 19 Circular No.: R&DB/S&DB-YONO/23/2018 - 19 Date: Fri
15 Mar 2019- YONO CASH

FAQs for the Customer

1) How can a customer raise complaint, if the a/c is debited and cash not disbursed?
A) Customer can open CMS portal (https://cms.onlinesbi.com/CMS/) and provide
following inputs to register a new complaint
i) Type of customer (Existing , Prepaid Card and Metro Card)
ii) Account Number
iii) Name of Complainant
iv) Mobile No
v) Email

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vi) Complaint category (Choose ‘YONO Cash’)
vii) Product & Services ( Choose ‘YONO Cash Related’ / ‘YONO Cash at Merchant
POS’ / ‘YONO Shopping at Merchant POS’)
viii) Nature of Complaint
ix) Brief description of complaint And finally clicks ‘Submit’

CHECK YOUR PROGRESS

1. What is the validity period of Yono Cash request?

a. 60 minutes
b. 120 minutes
c. 30 minutes
d. 240 minutes

2. For which of the following amount customer cannot create Yono Cash
request?
a. Rs.18000/-
b. Rs.10000/-
c. Rs.25000/-
d. Rs.15000/-

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 CASE STUDY

Everyday Bank is receiving lot of complaints on unauthorised withdrawals from their

accounts through ATMs despite the fact that they never parted with their debit cards.
Some withdrawals are from centres they never visited. One of the Associates, who
joined the Bank recently wants to know whether there is any facility wherein customers
will be able to withdraw cash from selected ATMs/Recyclers without using debit card.

What is the name of the

functionality developed by
the Bank which enable
customers withdraw cash EMV
Contactless
1 from selected enabled YONO Cash SBI Fast
Card
ATMs/Recyclers without Card
using their debit card?

What is the minimum

2 withdrawal permitted in Rs.100/- Rs.500/- Rs.1000/- Rs.10000/-
YONO Cash?
What is the maximum
ceilig for daily withdrawal
3 Rs.2000/- Rs.5000/- Rs.10000/- Rs.20000/-
through YONO Cash?

The Transaction Number

for YONO Cash will have
4 240 minutes 120 minutes 60 minutes 30 minutes
a validity of maximum.

Case Study answers: 1. c) 2. b) 3. d) 4. a)

**********

64
 YONO smart Cheque Deposit Kiosks (CDK)
Another new functionality integrated in YONO platform with the Cheque Deposit Kiosks
(CDK) has been introduced. This would facilitate the customers to perform data entry at
their convenience with enhanced user experience. The benefits of the Smart CDKs are
as under.

 Enhanced customer experience as time required to submit cheques will reduce

drastically when compared with the CDKs used in standalone mode.
 Reduction in queues in front of CDKs.
 Increased migration of customers carrying bulk cheques to CDKs.

Before the introduction of CDKs, a customer wishing to deposit a clearing cheque had
to mandatorily present it at the counter. However, with the introduction of CDKs, the
hardships of the customers were addressed to a great deal. A customer facing
functionality (Smart CDK) in YONO has been introduced for linking YONO with CDK
which would allow customer to do the data entry at their convenience in the YONO app,
instead of doing the data entry at CDK, thus leading to enhanced user experience. This
would lead to an increased migration to CDKs which would further lead to manpower
savings as maker role will be eliminated.
The process of submitting the cheques through Smart CDKs using YONO app is as
follows:

 Customer enters the cheque amount and cheque number in mobile app. The
account number is automatically picked up as he is logged in YONO.

 After completion of data entry, customer is provided with a reference code.

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 Customer visits CDK and enters reference code on CDK so that data is fetched by CDK.

66
  Customer inserts the cheque and cheque data is automatically populated to the
CDK (as the data has already been fed in the app) and on submission,
acknowledgement receipt is generated.
 After entering of the reference number, the cheque details entered by the
customer in the YONO app will be displayed and the customer will insert the
cheques physically in the physical cheque’s acceptor, one by one.
 After submission of all the cheques, the cheque image and data move to CTS
software and checker process is carried out.

Customer would be notified by CDK about the state of the cheque processing. Once
the processing of one cheque is over, CDK will notify the customer to insert the next
cheque. If the customer does not enter the next cheque, the CDK will wait as per the
timer at the top right-hand corner and then process the batch (excluding those details

67
for which physical cheques have not been submitted). Once the batch is processed, the
reference number cannot be used again.

Once the cheques are deposited and the operation ends, the CDK will respond in the
below mentioned manner.

After the cheques are submitted, the customer will be provided a receipt containing the details of
cheques submitted.

After this the role of the Bank would be as under-

 Every operation after the above step will be conducted as per Circular No.:

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 R&DB/P&SP/CDK/3/2019–20, dated: 26 Apr 2019.

 All the cheques would be subjected to the physical verification tests as per
banks laid down guidelines issued through circulars, SOP from time to time.
 In case of any query/dispute regarding the cheque deposit, customer needs to contact
the link branch mentioned in the receipt.

Once the above two steps are completed successfully, the customer needs to retain the
receipt issued by the CDK for further reference. In case of any queries or disputes the
production of receipt will ease the process of reconciliation for the dealing branch and
the customer. Please note that, for the purpose of enquiries the customer can log in into
his YONO app and can enquire about the status of the deposited cheques by selecting
‘View Status’.

Under this option the customer needs to select a date range to enquire about the status
of the cheque entered by him in the YONO app. However, this detail will only contain the
status till the cheque is deposited in the CDK. After the cheque has been deposited in
the CDK, every status thereon would be available from the link branch mentioned in the
acknowledgement receipt.

KEY LEARNINGS ACHIEVED

A new functionality in YONO mapped to the Cheque Deposit Kiosks (CDK) has been
introduced which would allow the customers to perform data entry at their
convenience in YONO leading to enhanced user experience.

The benefit in introducing the Smart CDKs are as under: -

1. Enhanced customer experience as time required to submit cheques will reduce

drastically when compared with the CDKs used in standalone mode.
2. Reduction in queues in front of CDKs.
3. Increased migration of customers carrying bulk cheques to CDK.

CIRCULAR REFERENCE

1. Circular Sl.No.: 1618/2019 - 20 Circular No.: R&DB/S&DB-YONO/45/2019 - 20

Date: Fri 14 Feb 2020.
FAQs for the Customer

1) How many cheques can I submit at once?

A) You can submit 10 cheques at once.

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2) If I have two different cheques with same cheque number in one attempt, the
application does not allow for further submission?

A) Submission of two different instruments with same cheque number in one attempt is
not allowed. There should be two different reference numbers for the mentioned
cheques.

3) Can I submit cheques of all the banks through this application?

A) Only CTS compliant cheques of banks other than SBI is permitted. The CTS
compliant statement is mentioned on the face of the cheques.

4) After entering the cheque details in the application, within how many days I have to
submit the physical cheques in the CDK?

A) After entering the cheque details in the app, the physical instruments should be
submitted in the CDK within 30 days. Please ensure the cheque does not turn stale
during this period.

5) Can I submit PDC cheques through this app.?

You cannot submit PDC or stale cheques using this application.

6) I am not able to submit the cheques through the application and receiving message
‘Account not KYC compliant

A) Only KYC compliant account holders would be able to submit the cheques. For
updating of KYC, please visit the branch.

***************

70
 YONO Branch Portal- NFS

With the help of ‘KYC Profile Update’ Journey, the Branch users will be able to update /
modify following details in Individual Customers information in CBS:
1. ID & Address Proof (OVDs)
2. KYC Update Date
3. Title
4. Name
5. Address
6. Mobile Number
7. BSR Organisation Code
8. Annual Income
9. Father / Spouse / Guardian Name
10. Date of Birth
11. Either of PAN or Form 60
12. Email (optional field)

For updating above details, henceforth Branch staff will guide the customer to get the
required documents and then proceed to the Maker for lodging the service request.
(Customer need not fill up any application. Required application will be printed by the
system).
On the receipt of Service Request, the Maker-Checker process is to be followed in
YONO Branch Portal for request execution. The step-by-step process is given in the
subsequent sections.
Following points may be observed while using YONO Branch Portal for amend / update
in KYC or Profile details requests.
a. The service is limited to PER-segment individual customers.
b. This service is currently not available for NRI customers
c. For Mobile change, the customer should be in possession of both the Mobile
Numbers (existing registered Mobile Number and new Mobile Number) as Activation
Codes will be sent through SMS on both the mobile numbers which will be required
during the processing of request.
d. The KYC Review rules have been automated in this process.
e. As per the latest KYC guidelines, Annexure A / B will be generated (as applicable) as
per the Risk category of customer. This service can also be used for KYC / Profile
update of the customers whose KYC update is overdue.
f. As per the recent instructions, while updating these details (other than KYC update
cases when Form A / B will be printed), system will not update the Risk category update
date in CBS.

g. While this service facilitates updating of KYC/ Profile data in CBS, the Branches still
need to follow LCPC workflow (for document handling / storage) post request execution
as being done in the current process.

71
h. A validation on availability of a few basic mandatory details as shown below has
been put in place to avoid rejection by CBS.
i. If you get error that “Some of the customer’s CIF data is not updated and needs
to be updated in CBS”. Kindly check the following fields in CBS (CIF Amend screen)
and they should not be blank:

1. Customer AML Risk

2. Cross border Risk
3. Domestic Risk
4. Risk Category updated on
5. Threshold limit
6. TFN indictor
7. Gender code

Maker Login:

Step 1: Login to the CBS, click on “Apps” as shown below in Red box.

A pop-up screen will open wherein common log-in apps are displayed. Click on “YONO
SBI” (refer red box) logo to proceed.

Step 2: YONO Branch Portal will open. Click on “Service Requests” logo (refer red box)

Step 3: In the Service Request, click on “KYC / Profile Update” followed by “KYC /
Profile Update RI”

Step 4: In the next screen, enter the Account Number / CIF Number of the customer.
System will fetch & display Customer’s name. If there is more than one customer,
system will fetch both the Customer’s names. User has to work on them one by one.
Select the customer’s name and click “Next”.

Step 5: In the next screen, you can amend customer’s Title, Name, Address and Id.
Proof details (refer below). After editing the required details, click on “Next” User will
change only those fields requested by the Customer. The application will be printed
accordingly.

Following may be observed while entering details in the aforementioned screen:

 Click the checkbox to set the KYC updated date to the current date. In case KYC
due date is passed, the checkbox will be auto checked.
 Only OVDs are accepted as the Id. Proof. (Hence, only one document will suffice
for Identity & Address Proof). As of now, there is no provision to enter Second
ID. (These scenarios to be handled in CBS).

If Driving License or Passport or NREGA JOB Card is selected as Id. Proof, the
“Date of Issue”, “Place of Issue” and “Issued by” fields are to be entered to proceed.
 In case of Voter Id., “Place of Issue” and “Issued by” is to be entered under Id
details to proceed.

72
  If Aadhaar is selected as OVD, only Aadhaar Number is to be entered and
declaration at bottom of screen is to be checked to proceed.
 In Address details, each Address line accepts only Forty characters and all the
line items are mandatory including “Street / Road Name / Block”
 The values of State, District, Sub-District and Village / town is to be selected
from drop-down available against the field. (if not auto populated)
 Photo upload is optional in majority of the cases. However, photo upload is
required if KYC is overdue especially in High and Medium Risk customers.
 The “Next” tab colours will turn bolder if all the conditions are fulfilled to proceed
ahead for execution of request.

Step 6: In the subsequent screen (refer below), following profile details of the customer
can be edited: Mobile Number, Email, Date of Birth, Annual Income, BSR Organisation
Code, Father / Spouse / Guardian Name, and PAN / Form 60 (only if Account No. is
used for journey initiation).
All the Profile fields are mandatory except email. Further to proceed to next step i.e.
“Generate Application”, Mobile number is to be validated. In case Mobile number is
changed, validate it by entering Activation code sent to existing customer’s Mobile
Number and PAN is to be verified as shown below:

Step 7: On successful execution of ‘Generate Application’, the review screen and

request form are displayed. Download and Print the form, hand it over to the customer
for sign-off and submission. A SMS is sent to the customer informing about service
request initiation along with its reference number

Step 8: On submission of the duly signed form and supporting documents, Maker to
check on ‘Form downloaded and handed to the customer’ (refer above screen) and
click on ‘Send to Checker’ to transmit the queue to the Checker.

Maker will forward the duly signed application and supporting documents to the
Checker for cross verifying the request details and approval.

Step 9: The Maker can view the current status of request by clicking the ‘Service
Queue’ in the above screen or by using following navigation:
YONO Branch Portal >> Service Request >> Service Queue (Maker)

The request form, for the requests pending for approval, can be downloaded again
using icon in the download column of the above queue. The Queue will be available to
Maker for 4 days.

Checker Login

Step 1: Login to CBS, in ‘YONO Branch Portal’ click on ‘Other Apps’ and access
‘Service Request’ menu as described in Step 1 and 2 of Maker flow

Step 2: In the Service Request page, click on ‘Service Queue (Checker)’ icon. A new
screen will open showing details of the request queues pending for approval.

73
Step 3: Click on the “>” icon corresponding to the concerned queue number, the details
of service request are displayed in two tabs ‘KYC Details’ & ‘Other Mandatory Details’
for review and approval.

Step 4: The Checker has to navigate through both tabs and review the details. If Mobile
Number is changed, the Activation Code sent to new Mobile Number is to be entered by
the Checker. The Checker has to navigate through both tabs and tick the checkboxes
at the bottom to confirm that details are reviewed. Once the checkboxes are checked,
the action buttons at the bottom will be activated.

Step 5: Checker to click on “Approve” if request details are in order. On successful

execution of request, a success message will be displayed on the Checker screen.
SMS will be sent to the Customer. If the request is declined by the Checker, one SMS
will be sent to the customer. Checker can choose “Return to Maker” if any issue is
observed in request / customer details.

**********

74
 BHIM SBI Pay

“BHIM SBI Pay” is a Mobile Application of SBI, a one-stop payment solution and
interface built on Unified Payments Interface (UPI) platform provided by National
Payments Corporation of India (NPCI), works on the interoperable mobile based
payment solution. UPI powers multiple bank accounts into a single mobile application
(of any bank) merging several banking features, seamless fund transfer and merchant
payments under one hood.

PRE-REQUISITES

1. Mobile - Android 4.2 and above, with internet connection

2. Mobile number present in the android handset should be registered in Bank
account
3. Valid email address or Alternate Mobile No.
4. Details of debit card linked to the account required for UPI PIN set up
5. All the customers having Saving or Current account with any bank.
6. The Mode of Operation in the linked account should be
(a) Single (b) Either or Survivor or (c) Anyone or Survivor

REGISTRATION PROCESS

For Customer (Other than Merchant)

1. Download the BHIM SBI Pay App from Google Play Store/IOI App Store
2. Select the Language >> Select SIM >> Enter your Name
3. Select your Bank, choose your Bank Account
4. Create a Unique Virtual Payment Address (VPA)
5. Create 6-digit app Pin
6. Enter other details such as Email address or Alternate mobile number and
Security Question & Answer
7. Accept the Terms & Conditions

For Merchant

Login to the app, click on ‘I am a Merchant’ option, fill-up your business details
and you are ready to collect payments from your customers. User can toggle
between Consumer and Merchant modes as per need through Menu.

Create UPI PIN (UPIN)

Creating UPI PIN enables the user to transfer the fund.

• To create UPIN, enter the last 6 digits of your Debit Card & expiry date
• In case of a Maestro card, no need to enter expiry date

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 • Enter the OTP for setting UPIN
• Once UPIN is set, you can start making payments
• Separate UPIN has to be set for each of the linked accounts

TRANSACTION LIMITS ON BHIM SBI PAY

 Max. limit per transaction: Rs.1,00,000/-

 Max. transaction limit per day is Rs.1,00,000/-
 Limiting first transaction to 5000/- with a cooling ₹ period of 24 hours.
 Limits on Collect Request to ₹ 5000/ per day (24-hour cycle) for new users and 5
collect initiation requests/day for all users.

VIRTUAL PAYMENT ADDRESS(VPA)

VPA is a unique id in the form of uniqueid@sbi. The “uniqueid” is an easy to

remember identifier that you choose for yourself. For example, myname@sbi or
mobilenumber@sbi etc. A user can create multiple VPA and link with one
account but cannot link one VPA with multiple account.

SECURITY FEATURES

a) 1-click 2-factor Authentication: Through Mobile App PIN (Login PIN) and UPI PIN
(Transaction password)
b) In case of mobile device or SIM change, re-authentication and/or re-registration
of the users is must. New rule applied with regard to transaction limit as
mentioned above.

FEATURES OF BHIM SBI PAY

 24*7 and 365 days money transfer on real time basis.

 Single mobile application for accessing different bank accounts.
 One Click 2 Factor Authentication
 Fund transfer through VPA and not required to share the Account details.
 AC No. + IFSC and QR based fund transfer
 Merchant Payment with Single Application or In-App Payments.
 Booking of Hotel/Air-Bus tickets, Donations, DTH and Mobile Recharge
 Dispute raising and management through the App itself.

FUND TRANSFER
Pay/Send money using

• VPA of the beneficiary

• Account Number + IFSC of the beneficiary

76
• Scanning QR Code of the beneficiary

Receive/Collect Money
• Through VPA or Scanning QR Code

Transaction History: User can view latest 20 transactions of last 45 days

Add/Manage multiple bank accounts:

Select My Accounts option from the Menu,

>> Add Account (Select bank - Setting ICON)
>> Select Bank Name
>> Select A/C No. to be linked

(If you have only one Bank account, that will be your Default account to make and
receive payments on BHIM SBI Pay In case you have multiple accounts, you can select
any 1 of them as your default account, by clicking on “Set as Default” option against the
account)

During the ‘Pay’ transaction, select any debit account by swiping through the accounts
displayed on the Home screen

Create and Manage Multiple VPAs

Hemberger Menu (at the top left of your app screen)

>> click on View Profile
>> Select Add a New VPA ID
(Select from the Suggestive list or Create a unique VPA)
>> Select the account to link to the new VPA

Steps to Change/Reset PIN (App PIN / UPI PIN)

Forget the app PIN:

 Answer the secret question to reset the APP PIN,
 Forget the Secret Answer – Enter the registered Email/Alternate Mobile No.
 An OTP will be sent to the Email/Alternate Mobile for creating a new App PIN

Forget the UPI PIN:

 Reset it by clicking on ‘Reset UPI PIN’ against that account
 Enter the debit card details and create a new UPI PIN

Complaints/Dispute management

Hemberger Menu (at the top left of your app screen)

> Click on Transaction History

> Select the transaction and Click Raise Dispute button
> Select Dispute type, enter Remark
> Click Submit

77
ON-BOARDING MERCHANT ON BHIM SBI PAY

1. Self on-boarding P2P category using “I am a merchant” tab in the App (Does not
require any integration.)
2. Web Collect API: - Merchant requiring BHIM SBI Pay as a payment option in their
portal.
3. Mobile SDK Integration: - Merchants requiring BHIM SBI Pay as a payment option
in their mobile App.
4. Web API Deep integration: - Integration with Third Party mobile Apps through API-
for large merchants like Google, Amazon, etc. who want multiple bank’s APIs.

1. Self on-boarding registration process:

It is same as for individual customer. The following additional steps are required for
merchant registration

Main menu
>> Select ‘I am a Merchant’ (Enter the details as mentioned below)
a) Business details: Business Name
b) Alternative mobile number
c) Communication address
d) Postal PIN Code
e) Select business type from drop down
f) Statement frequency
g) Create VPA (optional), if a different VPA is required by the user to differentiate
between transaction as a merchant and those done as customer/consumer.
h) Merchant can toggle between consumer and merchant. However, once declared as
merchant, he would always remain as merchant in the system.

Collect money

There are two options to receive money from consumers:

a) Collecting money through VPA: Merchant enters the VPA of the consumer and
verifies the name by clicking on the ‘verify’ VPA button. The verified name of the
consumer is displayed. The merchant enters the amount, expiry date(optional) and

78
remarks. The collect request is forwarded to Payer PSP through NPCI server. If the
payer authorizes the transaction by entering UPI PIN, the collect request is successful.
Customer is notified through SMS when transaction is successful/failed.

b) Collecting money through Scanning QR: Consumer scans the QR

(dynamic/static) of the merchant. The verified name of the merchant is displayed.
Consumer enters the amount and remarks(optional), enters the UPI PIN to authorize
the payment. A success message is sent to merchant as well as the consumer by the
PSP Bank.

2. Web Collect Integration: Web Collect is for those merchants who have a web
portal. Collect APIs are exposed by SBI to its merchants.
a) Merchant provides the interface to their customers in their web portal where UPI is
shown as one of the payment options.
b) Merchant captures the VPA of the customer and initiates a collect request using SBI
UPI collect APIs.
c) A collect request is forwarded by SBI UPI System as Acquiring Bank to the
customer’s Bank. Customer gets a collect request in his UPI App. Once the customer
approves the collect request through any of the PSP apps, SBI UPI System does a call
back to merchant portal and updates the status of the transaction.
d) Customer is shown the success message in merchant portal.

3. Integration with mobile App of the Marchant/Standard Android SDK

Integration: SBI UPI platform offers bundled SDK comprising of API layer to integrate
the bank’s UPI services with merchant’s mobile App for performing UPI registration,
transaction and other related services.

a) This is applicable for merchants who want to bundle BHIM SBI Pay SDK in their
mobile app.
b) When the customer selects UPI payment option merchant provides options to
register & pay.
c) If the customer selects the register and pay, BHIM SBI Pay merchant SDK will get
invoked where in the registration and payment journey will be completed by the SDK.
Post transaction completion the transaction status will be provided back to the calling
merchant app.
a) Entire registration and payment process is done by the BHIM SBI Pay SDK.
Merchant invokes the SDK from the App.

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4. PSP Web API Deep Integration:

Deep Integration approach is meant for those merchants who want to give their
customers an un-broken user experience with the look & feel of their own merchant
App. Large Merchants with popular brands like Google, Amazon, WhatsApp etc. would
go for deep integration. The merchant’s application will make API calls to the SBI UPI
middleware to offer UPI based payment services to their users. Depending on the
services to be offered, relevant APIs will be shared with the merchant.

FRAUDS/UNAUTHORIZED TRANSACTIONS

When an unauthorized transaction is reported by a customer, the UPI services on the

account/s be blocked immediately though any of the available channels viz. Contact
Centre, Branch Interface, Customer Request Complaint Form (CRCF), INB, Yono Lite
etc. The navigations for these channels are:

a) Contact Centre: Customer to call on 1800112211/18004253800 Requests for

Disabling UPI services Customer Provides information sought for viz. registered
Mobile no/Account No. UPI services are disabled for the account/s
b) Branch Interface (Maker-Checker Concept): CBS App menu UPI
Disable/Reenable UPI
c) CRCF (Customer Request Complaint Form): www.bank.sbi Complaints and
Compliments Customer Request and Complaint Form
d) INB: Internet Banking My Account and Profile Profile Disable/Re-enable Account
for UPI
e) Yonolite: Yono LITE Main Screen UPI Enable/Disable UPI

Following should be attached to the mail being sent to support team:

 Complaint letter from the customer detailing about the incident including calls, if
any, received from the fraudster, the action taken by the customer etc.
 Account statement showing details of the transactions.
 Screen shots of the mobile messages, call, OTP receipts.
 Copy of Police FIR, if lodged. If not lodged, he should be advised to lodge a FIR
& submit a copy to the branch within 3 days (However, branches should not wait
for FIR which can be provided at a later stage when the charge back or claim is
lodged on the other bank, but within 3 days).

The handling and monitoring of frauds and unauthorized transactions are to be dealt
with strictly in accordance with the guidelines and instructions contained in the Master
Circular on Handling and Monitoring of frauds. (R&DB/DB&NB/DP-UPI/31/2018 –
19/979 dated 17/10/2018)
Escalation Matrix: support.upi@sbi.co.in,cm5it.cms@sbi.co.in

UPI Transactions Enquiry Link (Last 49 days transactions)

https://10.189.38.59/UPIAdminDashboard/getTransSearch (Customer Ref No is 12 digit
number from CBS narration)

80
FAQs for the Customer.

1) Customer has forgotten the UPI PIN, what is to be done?

A) Customer needs to regenerate the new UPI PIN of an account under Account
Management.

2) Customer has forgotten the App PIN?

A) If a customer forgets his BHIM SBI Pay login PIN, he can choose the “Forget
Password” option provided in the login screen, enter the email id and answer to the
secret question to reset the same.

3) Customer is getting message “number of Pin tries exceeded”?

A) Customer should reset the UPI PIN for the particular account. To reset the PIN,
customer should access My Accounts and click on the linked account. System will
provide an option to reset the PIN.

4) Customer has changed the sim/mobile. Can he use the UPI app now?

A) In case of change of SIM, customer is required to re-register for UPI i.e. Device
binding will rehappen. Customer need not download UPI App again. If one changes
one’s handset,

• Download the UPI app again

• Login with mobile number and login password
• Allow UPI to verify user. This is for security. After verification user’s account is
restored.

5) Customer has lost his mobile phone. What should he do to prevent misuse?

A) Please ask the customer to block his mobile number. Then no transaction can be
initiated from that mobile number. Also, he should not share the UPI PIN with anyone.
Later after obtaining a new sim/mobile, he should re-register for UPI.

6) Customer is getting a message “Debit Card Not Found”. What does it mean?

A) In this case, the branch should check whether the customer’s mobile number is
mapped to Debit Card Management System. If it is not mapped, please register the
mobile number in CIF in CBS as per Bank’s instructions.

7) Customer gets message “Unable to fetch mobile number for registration”. What does
it mean?

A) In such cases, please check the network connectivity of the mobile number. In case
of prepaid customers, there should be sufficient balance as well. Please ask the

81
customer also to check if any encrypted message is received in SMS. If so, ask him to
try again. He is able to register successfully.

8) What happens if the customer’s account is debited but the transaction does not go
through?

A) UPI provides for reversal mechanism for technical declines. The amount would be
transferred back to the customer’s account on T+1 day after the beneficiary bank
verifies at their end and advises to the remitter bank. If the amount is not credited back
to the customer’s account in T+1 day, he can raise a dispute through the App. Go to
transaction history on BHIM SBIPAY →Click on Raise Dispute →Give details of
complaint and submit → Complaint is registered successfully. He/She can also send
email to support.upi@sbi.co.in mentioning the details of the transaction including the
reference number.

9) What if customer sends money to a wrong UPI ID/Virtual Payment Address?

A) Customer can approach his bank for raising a charge back on the beneficiary bank.
The beneficiary bank may honour/ reject the charge back for valid reasons.

10) Can a customer get UPI facility disabled in his account?

A) Option is also made available to customers of the Bank for disabling and re enabling
the UPI services through the following channels: a) BHIM SBI Pay app b)Online SBI
(INB) c)Branch channel d) CRCF channel e) Contact Centre f) CRM 360 g) Yono SBI h)
YonoLITE i) SMS channel j) Email k) PRM Cell

KEY LEARNINGS ACHIEVED

BHIM SBI Pay’ Bharat Interface for Money (BHIM) is a mobile app for easy and quick
payment transactions using Unified Payments Interface (UPI). User can make instant
bank-to-bank payments and Pay and collect money using Mobile number, Bank a/c and
IFSC code, Aadhaar number or Virtual Payment Address (VPA). BHIM has the facility
to scan & pay through QR code. BHIM is available in 8 regional languages (Tamil,
Telugu, Bengali, Malayalam, Oriya, Gujarati, Kannada, and Hindi) for better user
experience. Users can also make transaction using from their feature phone as well by
dialing *99#. MEITY website.

It is a payment solution that allows any Banks’ customer to send or receive money
to/from any other Banks customer using a single app. BHIM SBI Pay allows you to
make easy, instant and secure payments at your convenience on all 365 days of the
year.

82
It works on the interoperable mobile based payment solution of NPCI aimed at
facilitating instant payments (push, pull and merchant transactions) and providing a
single interface through mobile/web with superior customer experience.

Pre-Requisites:

1. Mobile - Android 4.2 and above, with internet connection

2. Mobile number present in the android handset should be registered in Bank
account
3. Valid email address or Alternate Mobile No.
4. Details of debit card linked to the account required for UPI PIN set up

Payments can be made using 3 options:

1.Virtual Payment Address (VPA)*

2.Account number & IFSC Code
3.QRCode

Virtual Payment Address (VPA)

VPA is a virtual id in the form of uniqueid@sbi. The “uniqueid” is an easy to remember
identifier that you choose for yourself. For example, myname@sbi or
mobilenumber@sbi etc.

Transaction Limits

New registration spending limits apply on Pay money (Debit transactions) for first 7
days: (To mitigate risks of frauds).
a) 1st transaction limit: ₹.1000/-
b) Daily transaction limit: ₹.5000/-
c) Maximum 1 transaction per hour

• Max. limit per transaction: ₹.1,00,000/-

• Max. transaction limit per day is ₹.1,00,000/-

BHIM SBI Pay provides the flexibility of making payments at your convenience 24 * 7
on all 365 days of the year.

Escalation Matrix : support.upi@sbi.co.in

83
 CIRCULAR REFERNCE

Sl.No.: 1273/2018 - 19Circular No.: R&DB/DB&NB/DP-UPI/36/2018 - 19

Date: Wed 19 Dec 2018

CHECK YOUR PROGRESS

1. Which is not the pre-requisites for BHIM SBI Pay in the following options?
a. Mobile - Android 4.2 and above
b. Mobile number present in the android handset should be registered in Bank account
c. Valid AADHAAR No.
d. Details of debit card linked to the account required for UPI PIN set up

2. Which option is not true for BHIM SBI Pay?

a. Virtual Payment Address(VPA) is compulsory
b. Account number & IFSC Code is one of the payment option
c. QR Code is one of the payment option
d. MMID is one of the payment option

3. What is the maximum transaction limit per day on BHIM SBI Pay?
a. Rs.10000/-
b. Rs.100000/-
c. No such limit
d. Rs.50000/-

4. A customer is having 11 different accounts in different banks. What is the

maximum number of accounts can be mapped in BHIM SBI Pay?
a. 1
b. 5
c. 10
d. No such limit

5. Which of the following is not required for creating UPI Pin in BHIM SBI Pay?
a. Enter the last 6 digits of your Debit Card & expiry date
b. Enter 10-digit mobile no. registered in the account
c. In case of a Maestro card, no need to enter expiry date
d. Separate UPIN must be set for each of the linked accounts

84
CASE STUDY

Mr. Santhosh, a customer of your branch is maintaining Savings accounts with other
banks also. He is facing problem in using different bank digital products. He wants to
use single digital product for small purchases, bank-to-bank payments, re-charges,
Bus/Flight tickets booking, etc.

1 Which digital product

BHIM SBI
you will suggest to Sbi Quick YONO YONO Lite
Pay
Mr. Santhosh?

2 Number of payment
options available in 1 2 3 4
BHIM SBI Pay is

3 What is daily
transaction limit for
pay money during Rs.5000/- Rs.10000/- Rs.25000/- Rs.100000/-
first seven days of
registration?

4 What is daily
transaction limit for
Rs.10000/- Rs.100000/- Rs.200000/- Rs.500000/-
payment from 8th day
of registration?

Case Study answers: 1. d) 2. c) 3. a) 4. b)

**********

85
 GOOGLE PAY APP

G-Pay App is a new digital payment solution by Google. It allows users to link payment
apps from Indian banks.

Google integrated with State Bank of India for its mobile payments app G-Pay. The
integration will allow G-Pay users to now create an SBI UPI Id - @oksbi to carry out
transactions through the Google Pay app.

Requires Android version 5.0 & above

Set up G-Pay

You can use G-Pay to send or request money from family and friends using a mobile
device.

Note: You'll need a Google account, an active Indian (+91) phone number and an active
Indian bank account to set up G-Pay

Get the G-Pay app (Android, iPhone & iPad)

 Download G-Pay on phones running Android 5.0 (Kitkat+) or higher for Android
Phone and iOS 10.0 or higher for iPhone & iPad
 Enter your phone number.
 Sign in with your Google account.
 Follow the instructions to secure your G-Pay app and add a bank account.

Add, change or remove a bank account

 In the top-left, tap your photo > Bank account.

 Tap Add bank account.
 Choose your bank from the list.
 If you have an existing UPI PIN, you will be asked to enter it. If you don’t remember
your PIN, you can click on Forgot PIN and follow the instructions. If you don't have a
UPI PIN, you will need to enter your debit card information.
 Because Maestro debit cards don’t have expiry dates, you’ll need to use 01/49 as
the expiry date.
Remove a bank account

86
 Open G-Pay.
 In the top-left, tap your photo > Bank account.
 Tap on the account that you want to delete.
 Tap More Remove account
Features:
 Send money
 Get or request money
 Respond to a request for money
 View account balance
 Limits on how much you can send
 View transaction history
 Get rewards
 Choose which offers to get
 Pay bills using G-Pay
 Accept payments for your business
 Recharge your prepaid mobile phone

Pay Nearby Transaction

Transfer Money through Pay Nearby Mode: Quickly transfer money with nearby G-
Pay users using audio, no need to share your mobile number. Once chosen this mode
of transfer, it calibrates the device for cash mode.

Other Options:
 User can refer and earn reward for referring your friends.
 User can scan the QR code for any payment at Merchant site.
 User can see his/her QR code and share.
 The user can also escalate the issues/give feedback with screen shots through this
option.
 You can see the setting option by clicking the top left side.

Secure your G-Pay account

Choose how to secure your account

Note: If Google PIN is active, you’ll need to be connected to the Internet to open the
app.
 Open G-Pay .
 In the top left, tap your photo > Security.
 Select Use screen lock to use your existing pattern, PIN or password that you
use to lock your phone
 Select Use Google PIN to use Google PIN
 You can block the user

87
  You can manage discoverability of you Mobile
 You can clear G-Pay profile on your device by closing account option

HELP AND FEEDBACK

Under settings > Help and Feedback, user gets all the support and guidance and also
to raise dispute.

User may also visit https://support.google.com for detailed guidelines and help of G-Pay
App.

KEY LEARNINGS ACHIEVED

Google Pay app is Google's new digital payment. It allows users to link payment apps
from Indian banks — it works with all of the country's 55 banks on India's Unified
Payments Interface (UPI).
Google integrated with State Bank of India for its mobile payments app G-Pay. The
integration will allow G-Pay users to now create a SBI UPI Id - @oksbi to carry out
transactions through the Google Pay app.

Get the G-Pay app (Android, iPhone & iPad)

 Download G-Pay on phones running Android 4.4 (Kitkat+) or higher for Android
Phone and iOS 10.0 or higher for iPhone & iPad
 Enter your phone number.
 Sign in with your Google account.
 Follow the instructions to secure your G-Pay app and add a bank account.

Features:
 Send money
 Get or request money
 Respond to a request for money
 View account balance
 Limits on how much you can send
 View transaction history
 Get rewards
 Choose which offers to get
 Pay bills using G-Pay
 Accept payments for your business
 Recharge your prepaid mobile phone

Help and Feedback

Under settings > Help and Feedback, user gets all the support and guidance and also
to raise dispute.

88
User may also visit https://support.google.com for detailed guidelines and help of G-Pay
App.
CHECK YOUR PROGRESS

1. Which is not the pre-requisites for GOOGLE PAY APP in the following
options?
a. Mobile - Android 5.0 and above
b. Mobile number present in the android handset should be registered in Bank
account
c. Valid AADHAAR No.
d. Details of debit card linked to the account required for UPI PIN set up

2. Which of the following is not true about GOOGLE PAY?

a. Funds transfer through MMID
b. Account number & IFSC Code is one of the payment options
c. QR Code is one of the payment options
d. Quick transfer of money with nearby G-Pay users using audio

3. What is the maximum transaction limit per day on GOOGLE PAY?

a. Rs.10000/-
b. Rs.100000/-
c. No such limit
d. Rs.50000/-

**********************

89
 YONO LITE SBI

YONO LITE SBI is State Bank’s mobile banking application for retail users. It is a Retail
Internet Banking (RINB) application offered on Mobile. This application contains
majority of important functionalities and features that are provided on INB platform
supporting English and Hindi languages. Available in Google Play Store, iOS App store
and Windows marketplace.

Registration process: Download the Yono Lite App from Google Play Store/iOS
App Store. There is no registration process for Yono Lite App, as it can be
accessed using INB credentials.

1. Existing SB Anywhere/Yono Lite SBI/INB user:

One-time registration is required before log in using existing INB

credentials. Please enter activation code received on registered mobile
no., for authentication.

2. New user:
If customer has ATM/debit card:

Enter the required details

>> Authenticate with ATM/debit card credentials

>> Obtain temporary Username
>> Create Password
>> Login using temporary Username and Password
>> Create new Username and Password.

If customer does not have ATM/debit card: visit any branch.

 Existing Yono Lite/INB users should perform one time activation in Yono Lite
Personal app with their existing Yono Lite/INB credentials.
 Registration of new users for Yono Lite/INB can be done using Debit Card
details through the 'New User' option.

90
The important offerings and features are as hereunder.

Voice Assisted Transactions My Accounts

• Balance Enquiry • Detailed a/c info
• Mini Statement (Last 10 txns)
• Mini Statement (Last 10 txns)
• Mobile Recharge
• mPassbook (upto 150 txns)
• DTH Recharge
• Quick Transfer
• View and Pay Bills
Banking
• Funds Transfer within Self A/Cs
• Third Party Transfer within SBI
UPI
• Inter-Bank Transfer (RTGS / NEFT
• Pay to VPA
• Pay to Aadhaaar /IMPS)
• Pay to Account No & IFSC • Quick Transfer to Unregistered
• UPI Payment History & Raise
Beneficiaries using QR Code
Dispute • IMPS Transfer (using IFSC &
• Dispute Status
Account Number or Mobile Number
• Set UPI Transaction Limit
& MMID)
Services • Transfer to mobile number or email
• Manage Debit Cards Access id using mCash
Channels • Instant Opening / Closing of Fixed
• Manage Channel Wise Limits for
Debit Card Transactions and Recurring Deposits
• Debit Card Hotlisting • Schedule Transactions
• Create and Manage Standing . YONO Cash Withdrawal QR cash
Instruction withdrawal
• Change Maturity Instructions for
eDeposits
• Online Nomination Top-up and Recharge
• TDS Enquiry • Mobile Top-up
• Cheque Book Request • DTH Recharge
• Submit 15G /15H online • Top-up of State Bank Wallets
• Aadhaar Linking • Top-up of Pre Paid Cards
• LPG Seeding to A/c Number for DBT • Manage NCMC card
• Load Money in NCMC card

91

Smart Watch Banking - Enquiry,
Funds Transfer and Mobile Top-up
APP FEATURES:
Financial Transactions
Fund Transfers within SBI & other Banks to
existing registered beneficiaries using
NEFT/RTGS/IMPS modes
Quick Transfer without having to register the
beneficiary
Post-paid bill payment (with or without bill)
Bill / Merchant Payments
• View and Pay Bills
• Adhoc Payment to unregistered
Billers
• Credit Card (VISA) Transfer
• SBI Life Premium Payment
• Bill Payment History
• Add / Manage Billers with Auto Pay
facility
• Postpaid Bill Payments
• Schedule Bill Payments
Other Pre-login features
• Registration for New Users
• Bharat QR Merchant Payments
• State Bank Collect
• Bharat Billpay (BBPS)
• mPassbook facility (view passbook
without internet connectivity)
• Debit Card Blocking
• Claim mCash
• Online Locker Enquiry
• Contact Us
Non - Financial Transactions
m-Passbook
ATM cum Debit card hot listing
Debit Card Blocking
92
Mobile Top -Up and DTH Recharge Cheque Book Request

Utility Bill payments for already registered billers Generate/cancel/retrieve MMID

mCash Facility Online eLocker Enquiry

Instant Term Deposits - e-TDR/e-STDR and Aadhaar Linking/LPG consumer ID

Recurring Deposits linking

Credit card ( VISA ) transfer with /without one time

TDS Enquiry
password (OTP)

Prepaid Cards top-up Online Nomination

Creating/retrieving/cancelling
Merchant Payments through Bharat QR
MMID

TRANSACTION LIMITS & CHARGES:

Easy PIN
Easy PIN
Limits
Overall Daily overall Charges (in
Transaction Per day Limit (in Rs.) (Individual
Limit (in Rs.) category Rs.)
overall daily
limit
limits)

Transfer within Self

2,00,00,000 1,00,000 Nil
Accounts
2,00,00,000 1,00,000
Fixed / Recurring
99,99,999 1,00,000 Nil
Deposit

Third Party Transfer

10,00,000 1,00,000 Nil
within SBI

Interbank Transfer -
10,00,000 1,00,000 Nil
NEFT

Not
Applicable
Interbank Transfer -
10,00,000 as Minimum Nil
RTGS
10,00,000 1,00,000 amount is
2,00,000.

Per Txn
IMPS Limit 1,00,000 Nil
2,00,000 Overall
Daily
Per Txn Limit Per Txn
Limit 2,00,000 Limit 25,000
Quick Transfer Nil
25,000
Per Day

93
 Per Day Limit 25,000
Limit
25,000

Rs.15 Per
Credit Card
1,00,000 1,00,000 transaction
VISATransfer
+Tax

1,101 - Per
1,101 - Per Transaction
Transaction Rs. 2.50
2,202 - Per Per
mCash
2,202 - Per Day Day transaction
+Tax
5,101 - Per Month 5,101 - Per
Month

Daily
Daily transaction limit transaction
UPI Nil
of Rs 1,00,000 limit of Rs
1,00,000

Bill
5,00,000 1,00,000 Nil
Payments

Per Txn
Limit 10000
Per Txn Overall
Mobile - Overall
Limit Daily Nil
Top Up
10,000 Limit daily limit
50,000 50000

SB
Prepaid 50,000 50,000 Nil
Merchant Cards
and Bill 5,00,000 1,00,000
DTH
Payment 50,000 50,000 Nil
Recharge

Postpaid
bill 50,000 50,000 Nil
payment

IMPS
Merchant
Payments Overall Daily Limit
Nil Nil
1,00,000
Merchant
Payments

SBI Life
50,000 50,000 Nil
Premium

Transaction Limit for a

newly added Beneficiary 1,00,000 1,00,000 1,00,000 1,00,000
(First 4 days)

94
Minor Account
Transaction Individual Txn Total Limit Easy PIN Limit Easy PIN limit
Limit overall limit Txn Limit

Top-up 2000 2000

Bill Payment

DD

e-RD, eTDR,
eSTDR 5000 5000 5000 5000

NEFT

IMPS - P2A/P2P

UPI

Functionalities

Check available balance of Savings & Current

Balance Enquiry
accounts

Details of recent transactions made in Savings &

Mini Statement
Current accounts

Transaction View details and mini statement of transaction

Accounts accounts. Swipe to view other accounts

My View details and mini statement of loan accounts.

Loan Accounts
Accounts Swipe to view other accounts

Deposit Account View details and mini statement of deposit accounts

View details and mini statement of PPF and Sukanya

PPF Accounts
Samriddhi accounts

Mobile passbook for transaction and PPF accounts.

mPassbook Set PIN to access mPassbook from pre-login section
even without internet connectivity

Self - Accounts Fund transfers to own accounts

Fund
Third Party Account Fund transfers to third party accounts within SBI
Transfer
Other Bank Accounts
Fund transfers to accounts in other Banks using

95
 NEFT/RTGS/IMPS

IMPS-Mobile No and IMPS Person 2 Person (P2P) using beneficiary

MMID mobile number and MMID

Fund transfer instantly without adding beneficiary by

Quick Transfer
scanning receiver’s QR code

Scheduled
View/Manage scheduled transactions
Transaction

Enquire Fund Transfer/Payments made through

Status Enquiry
Anywhere or OnlineSBI

Open Fixed Deposit Create Fixed deposit

Open Recurring
Create Recurring deposit
Deposit

Premature Closure Closure of fixed and recurring deposit before maturity

e-Deposits
Enquire eDeposits opened through Anywhere or
eDeposit Enquiry
OnlineSBI

Change Maturity
Instructions for Fixed
Deposit accounts

Mobile Recharge Top up/Recharge of Mobile

DTH Recharge Top up/Recharge of DTH

Top Up &
Recharge Top-up of State Bank
Top up Buddy wallet
Wallets

Top-up of State Bank Top up of SBI Smart, Imprest, e-Z pay, Quick,
Prepaid Cards Achiever cards

View and pay bill Make bill payments for registered billers

Bill Pay without bill Make adhoc bill payments to unregistered billers
Payments
Postpaid Bill
Pay mobile or landline bills without registration
Payment

96
 Manage Scheduled
View/Delete scheduled bills
Bill

Credit Card Visa Pay VISA Credit Card issued in India from your SBI
Transfer account

SBI Life
Pay premium online
Premium

OTP for IMPS Generate OTP to make IMPS PULL payments at

Payments Merchant site

Generate/Retrieve MMID (Mobile Money Identifier)

Get MMID
for IMPS P2P transactions

Cancel MMID Cancel MMID for IMPS P2P transactions

Requests
Cheque book
Request for a new cheque book
Request

Link LPG consumer ID/Aadhar number to Account

Aadhar
number

TDS Enquiry View TDS enquiry for Live/Closed accounts

Debit Card Hotlisting Block your debit card incase lost/stolen

Manage channels (ATM / Merchant POS /

Manage Debit card eCommerce) to allow debit card transactions and set
Services limit for respective channels

Register/View/Cancel Nominee for transaction and

Online Nomination
deposit account

Simple and Quick Remitter can send funds by simply providing

mCash way to receive and Beneficiary’s Mobile no. or email ID and beneficiary
send funds can claim money by going to onlinesbi.com

Set Account
Manage Nickname for easy identification of accounts
Nickname
Settings
Manage Billers Deposit Account

Feedback Provide your feedback for the application

97
 Switch to list view Select to change the menu style

Manage Favourites Tap to add/remove menu items in the favourite menu

Watch De-
De register the synced Watch
registration

Reset Watch PIN Select to reset the pin set for watch

Card Blocking Block your debit card incase lost/stolen

Bharat QR Scan Bharat QR to make payments

Make online payments to

SB Collect firms/Corporates/Institutions for various goods and
services offered

Access mPassbook even when there is no internet

mPassbook connectivity. Please sync transactions by logging on
to the application to view in offline mode

Online eLocker
View availability of locker in SBI Branch
Enquiry
Pre - login
Section SB Buddy State Bank Mobile wallet application

Change Language Select to change your language

Forgot Password Select to reset login password

Apply for Loan View loan offers and apply

To Locate SBI branches, ATM, inTouch branches

Locate Us
etc.

Contact Us View SBI Customer Care phone numbers

FAQs Frequently Asked Questions

98
 FAQs for the Customer

I have a Dual SIM phone. Whenever, I  Kindly ensure you have working network
try to login to Yono Lite Personal, I get connectivity in either of the dual SIMs
an error "Unable to connect... Please  Ensure that your primary SIM (1st SIM) is
check your device network enabled for network connectivity (2G or 3G). In
connectivity..." case, it is not, kindly swap the SIMs and try
logging into the application

While logging in, below message is  For existing INB customers using Yono Lite
displayed and ‘Existing Anywhere / INB Personal, one time activation from the
User’ screen is shown. Why? Register menu is mandatory to make use of SB
Anywhere Personal app/Yono Lite App.

This device needs to be authenticated Activation code to complete the above registration
to perform secure transactions over process will be sent to the mobile number
internet. registered with Bank.
After three invalid login attempts, For security reasons, application data is cleared on
“Application has been reset” error is three consecutive invalid login attempts. Please
shown complete the registration process from the Register
menu to start using the app.
Customer was using Yono Lite but Branch has to ask the customer to do the
recently he has changed the mobile reregistration on new handset by providing the
handset. How can he continue to use login credentials. He will get an activation code in
Yono Lite? SMS. After entering the code, the Yono Lite
application can be used on the new device.
Customer has changed his mobile Branch has to update/change the mobile number in
number but is using the same handset. CBS. Customer can also update through INB. It
How can he continue to use Yono Lite? gets changed in the INB as well after half an hour.
Thereafter, he can use the Yono Lite with the new
mobile number.
Can the customer access the Device binding security feature is there for the
application from any mobile phone or a application. Customer can use it only from the
specific device only? device in which he has registered. For using on
another device, the process of activation on the
new device will have to be done.
Can the customer use the Yono Lite in Yono Lite application is available in 9 languages
any language other than English? now – English, Hindi, Telugu, Kannada, Tamil,
Malayalam, Marathi, Gujarati and Punjabi.

99
For feedback & suggestions
Email: mb.support@sbi.co.in ; sbimobilitysupport@techmahindra.com
mk00472187@techmahindra.com , cm5it.cms@sbi.co.in
Visit https://mobility.onlinesbi.com for details.

KEY LEARNINGS ACHIEVED

State Bank Anywhere renamed as Yono Lite SBI. It is State Bank’s mobile banking
application for retail users. It is a Retail Internet Banking (RINB) application offered on
Mobile. This application contains majority of important functionalities and features that
are provided on INB platform. A safe, convenient and easy to use application with a
host of features to help users manage their banking on the move. Available in Google
Play Store, iOS App store and Windows marketplace. This app is suitable for all the
personal segment account holders to provide convenience of banking from anywhere,
anytime, at 24 x 7 basis.

Mobile Banking application for Smart Phone customers of SBI supporting English and
Hindi languages. Use your Retail Internet Banking credentials to login or register afresh
through the Register > New User option.

It offers host of financial and non-financial transactions. The important offerings and
features are as hereunder.

• Balance Enquiry
• Mini Statement (Last 10 transactions)
• Mobile Recharge
• DTH Recharge
• Quick Transfer
• View and Pay Bills
• Detailed account information (Transaction / Deposit / Loan / PPF / SSA
accounts)
• Mini Statement (Last 10 transactions)
• mPassbook (up to 150 transactions)
• Funds Transfer within Self Accounts
• Third Party Transfer within SBI
• Inter-Bank Transfer (RTGS / NEFT /IMPS)
• Quick Transfer to Unregistered Beneficiaries using QR Code
• IMPS Transfer (using IFSC & Account Number or Mobile Number & MMID)
• Transfer to mobile number or email id using mCash
• Instant Opening / Closing of Fixed and Recurring Deposits
• Schedule Transactions

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• Pay to VPA
• Pay to Aadhaar
• Pay to Account No & IFSC
• UPI Payment History & Raise Dispute
• Dispute Status
• Set UPI Transaction Limit
• Manage Debit Cards Access Channels
• Manage Channel Wise Limits for Debit Card Transactions
• Debit Card Hot listing
• Create and Manage Standing Instruction
• Change Maturity Instructions for e-Deposits
• Online Nomination
• TDS Enquiry
• Cheque Book Request
• Submit 15G /15H online
• Aadhaar Linking
• LPG Seeding to A/c Number for DBT

CIRCULAR REFERENCE

Sl.No.: 1130/2019 - 20 Circular No.: R&DB/CS^NB-MBS/4/2019 - 20 Date: Mon 11 Nov

2019- Help and Support

CHECK YOUR PROGRESS

1. Which of the following App customer can not access through pre login
section of Yono Lite ?
a. Bharath QR
b. Yono SBI
c. eLocker
d. SBI samadhan
2. Which of the following facility is not available in Yono Lite ?
a. Cash withdrawal using Yono Cash
b. Quick transfer
c. Funds transfer using VPA
d. Funds transfer through QR code
3. What is the maximum per transaction limit for funds transfer using Quick
transfer?
a) Rs.25000/- per transaction
b) Rs.15000/- per transaction
c) Rs.5000/- per transaction
d) Rs.10000/- per transaction

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 CASE STUDY

Branch Manager has asked recently joined Assistant Mr. Rakesh to market YONO LITE
SBI to customers. Mr. Rakesh do not know anything about YONO LITE-SBI and
seeking your help.

YONO LITE SBI was State Bank

1 SBI Appkart YONO Cash SBI Fastag
earlier called as Anywhere
Maximum transaction limit
for transfer of funds using
2 Rs.5000/- Rs.10000/- Rs.25000/- No limit
Quick Tranfer facility is

Out of the following,

which facility is not
Claim Online
3 available in pre-login Card blocking eLocker
mCash Nomination
screen of YONO LITE
SBI?
Maximum …....
4 Beneficiary can be added 3 4 6 No limit
in day.

Case Study answers: 1. b) 2. c) 3. d) 4. a)

*******************

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RETAIL INTERNET BANKING & CORPORATE INTERNET BANKING

State Bank of India provides world class internet banking services to all its customers,
individuals as well as corporate. While Retail Internet Banking caters to individual
customers, the Corporate Internet Banking caters to the corporate customers. The two
services are made available through the Bank’s internet banking website,
www.onlinesbi.com. In the home page of the site there are two options- Personal
Banking for RINB and Corporate Banking for CINB. In this chapter we shall look at the
important features of Retail Internet Banking.

Who is eligible for Retail Internet Banking

1. All individual customers satisfying Bank’s KYC norms, are eligible to register for
Internet Banking facility.

2. For minors, the internet banking facility shall be made available as per the account
opened under the specific product/variant (Pehla Kadam/Pehli Udaan). Minor
accounts opened under product codes other than Pehla Kadam/Pehli Udaan can also
be provided INB facility with View/Limited Transaction rights as opted by the account
holder.

3. Jointly operated accounts are not eligible for INB facility. However, Joint Accounts
with operational instructions as ‘Either or Survivor’ or ‘Anyone or Survivor’ or
‘Former or Survivor’ or ‘Latter or Survivor’ are eligible for INB facility.

4. PMJDY accounts opened under BSBDA (Basic Savings Bank Deposit Account) are
also eligible for Internet Banking facility.

5. Power of Attorney (PoA) holders provided the PoA specifically authorises the agent
to operate the bank account through internet banking. (Refer e-Circular No.
NBG/NBG-INB-INB/13/2012-13 dated January 11, 2013)

6. Visually Challenged customers are also eligible for availing INB services of the
Bank. (Refer e-Circular No.NBG/NBG-INB-INB/3/2013-14 dated August 8, 2013).

7. Types of accounts eligible for INB are Savings Bank (Including NRE), Savings Bank
plus, Current Account, Current Account (Over Draft), Maxgain Accounts, Term Loan
account, Demand Loan account, PPF account, Term Deposit accounts such as
TDR,STDR,MODs and RD.

(Illiterate customer not to be provided with the INB facility as he/she himself/herself
will not be able to use it and will have to depend upon third person to use the facility
giving rise to additional risks of perpetuating frauds apart from risks of phishing / vishing
which are applicable to all types of customers – (Refer e-Circular No. NBG/NBG-
INBINB/ 5/2016-17 dated July 25, 2016).

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How to Register a customer for Retail Internet Banking

Registration for Retail Internet Banking can be done for both new and existing
customers, i.e, at the time of CIF creation or later.

In case of a new customer, it is sufficient if the customer has exercised the option for
Internet banking services in the relevant section of the Account opening form for
individuals.

An existing customer may download the internet banking registration form from our
website www.onlinesbi.com and submit it duly filled to any SBI Branch. He/she can also
apply online from the New User Registration link in the Onlinesbi website. The
processes involved in each of these cases is explained below.

ONLINE APPLICATION & REGISTRATION FOR RINB – Single accounts

Existing individual account holders can also apply and register online for internet
banking. Process of application for a single user account is as given below:

“New User Registration/Activation” on home page or “New User?

Register here/Activate” on login page of OnlineSBI.

e account holder is maintaining the account.

-down

If the customer has not already registered for INB and the entered data matches with
the Core database, INB system will send an OTP (One Time Password) to his mobile
number registered with the Bank.

system will display following two options:

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i) I have my ATM Card (online registration without branch visit)
ii) I do not have my ATM Card (Activation by branch only)

I have my ATM Card (online registration without branch visit)

If customer selects this first option, in the next screen, Bank’s Payment Gateway will be
displayed.

and the characters visible in the box)

display a text box labelled
“Set Username”. Next to the text box “Check username availability” link will also be
displayed.

password. Two text boxes labelled, “Set Login Password” and “Confirm Login
Password” will be displayed on this page.

the Username set by him/her with a caution to memorize his password. This information
will also be displayed on the screen along with successful registration message.

Note: The username created by the user in this process will be permanent username.
Such users who have registered through ATM Card, will not be prompted to change
username/password on first time login into site.

I do not have my ATM Card (Activation by branch only)

If customer selects this second option,

Generated Temporary Username (SGTU). There will also be an input box to create a
Temporary Password (TP) of customer’s choice as per specifications given on the
screen.

the Ref. No and SGTU with a caution to memorize TP. This information will also be
displayed on the screen.

and submit it at any branch of State Bank of India. (The application form will not contain

105
the SGTU and TP generated by the customer. Instead, the Ref. No. allotted by the INB
system will be printed on the application)

-Hand Delivery from the dropdown menu in CBS.

After 2 hours, the customer can login with SGTU and TP. If it matches with the SGTU
and TP created earlier, the customer will be asked to set their username, login
password and profile password.

VARIOUS SERVICES OFFERED BY RETAIL INTERNET BANKING

Retail Internet Banking provides a large number of services – financial and non-
financial. Practically all the banking services available through a branch and even
beyond that are now available to the customer at the click of the mouse.

Financial services – Financial Services are available under following tabs in the RINB
interface

a. Payments/Transfers – contains various options for intra bank payments, inter bank
payments, VAN Funds Transfer, Foreign outward remittance, Draft issue requests,
Donations, NPS contribution, Western Union Transfer (receive money), mCash, Instant
Money Transfer etc.
b. Bill Payments – Payments to various billers who are registered for electronic bill
presentment and payment
c. Fixed Deposits- Creation, Enquiry and Closure of e-Fixed Deposits (eTDR, eSTDR,
eRD), TDS Enquiry, Linking accounts for TDS, Creation and closure of OD against fixed
deposits, Download of Interest certificate on deposits, Form 16 A etc.
d. e-Tax- Provides redirection to sites of various Central and State Government
departments for tax payments, provision to view Form 26AS, login to e-Filing etc.

While we are familiar with most of these financial services, let us look at some of the
newly introduced ones in detail

VAN Funds Transfer

actual account number of the corporate customer in the Banks records. The Corporate

106
shares this VAN to their clients so that the latter can remit funds to the Corporate
Account by quoting the VAN instead of the actual account number.

Those clients who have accounts in SBI and have availed Retail Internet Banking can
remit through Onlinesbi – retail.

VAN payments in RINB consists of two sections:

I. Addition of VAN Beneficiary & II. Funds Transfer/Payment to VAN Beneficiary

I. Addition of VAN Beneficiary in RINB

- Beneficiary Name, Full VAN Number, Beneficiary Mobile Number,

e-mail id, Fund Transfer limit etc. and submit. VAN details will be validated by the Bank.

After approval of beneficiary, there is a cooling period for the new beneficiary and after
the cooling period, the VAN beneficiary will be available for Fund transfer to customer.

II. Funds Transfer/Payment of VAN Beneficiary in RINB

under Payments/ Transfer ->‘VAN Funds

Transfer’

registered in INB
h the VAN transaction will be posted to CBS and transaction
status will be displayed to customer

Foreign Outward Remittance Transfer

This is a Misc. Forex Outward Remittance facility available under RBI's Liberalized
Remittance Scheme for Resident Individuals-Miscellaneous Remittances from India-
Facilities for Residents [RBI Master Direction No. 07/2015-2016 dated 01.01.2016]
exclusively for resident individual (Personal segment) customers of the Bank, whose
PAN is already registered in CBS (mandatory), and who have been maintaining a
deposit account for a minimum period of one year prior to the remittance.

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The salient features of the Facility:

and GBP, SGD, AUD.

overseas destination option).

sfer in a day is INR 10.00 lacs or equivalent in foreign
currency, converted at the Bank's applicable TT Selling Card rate for the day.

sent. During the first 4 days after activation, a total of INR 5,00,000 or equivalent can be
remitted.

T.T Selling Card rate for the day inclusive of GST will be recovered.
ed till 16:30 Hrs IST will be processed on the same
date. Remittance orders received after this time will be taken up for next forex business
day (excluding Saturday / Sunday / and intervening holiday).
EMA, and KYC and AML restrictions
for foreign outward remittances will be applicable.

declaration under FEMA, furnishing of correct beneficiary and beneficiary bank details,
etc. rests with the applicant.

The Bank may, at its discretion, undertake validation of the information furnished and if
in the opinion of the Bank the remittance would not comply with any regulation of law,
the Bank reserves the right to not transmit the remittance.

Non Financial Services – The non-Financial Services are available mainly under
eServices or Request and Enquiries tabs. Let us look at the list of eServices available
at present:

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 sion slip

– offline wallet

In addition to these several services are also available in the form of requests under
Request tab. These are:

With such a large number of financial and non-financial services available, the customer
can carry out most of his banking transaction/requests online.

Let us look at some of the important e Services in detail.

ATM Card Services

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This is available under eServices. This feature allows the customer not only to apply for
new ATM cards but also to manage the usage of the ATM cards as per his need. The
various options available are:

a. Request for ATM/Debit card – Using this option, customer can apply for the various
types of Debit cards offered by the Bank. He can also apply for the “My Card” which is a
personalized Image based international debit card.
b. ATM PIN generation – Customer can generate the PIN for the debit card using either
the One Time Password or the Profile password
c. New ATM Card activation- Customer can activate the new ATM card received without
visiting ATM or branch
d. ATM Card Limit/Channel/Usage change- This allows the customer to
i) change the daily limit of the card for ATM, POS, CNP (Card Not Present) transaction
ii) Enable/Disable the channel types-ATM, POS and CNP
iii) Enable/disable domestic usage
e. Block the ATM Card- Customer can block his ATM card using this option. Please
note that once card is blocked, there is no provision to unblock the same.

e-Cards

This is also available under e-Services. There are various options available to create
and manage different types of cards

a) Gift Card- Customer can request online for issuance of Gift Card. The Gift card can
also be topped up online
b) Credit Card (Visa) Beneficiary- This is a facility to make payment to Visa Credit card
after adding the same as beneficiary under relevant category
c) Prepaid Card – This provides options to register/deregister a existing Pre Paid card
and to top up the same online. Please note that there is provision for online application
for prepaid card at present.

High Security options in RINB

Before we conclude let us understand the various High Security options available in
Retail Internet banking. Retail INB provides for multiple layers of password security to
the users. While there is a Login password for accessing the RINB application, there is
also a Profile password that is required to access and amend various aspects of
customer’s profile, beneficiary information etc. These two passwords are created by the
customer at the time of first login. Thus, they are already known to and available with
the customer. They can be amended by him any time.

110
In addition to these, INB also provides enhanced security through the SMS based One
Time Password sent to the registered mobile number of the user. This feature, known
as high security, is mandatory for certain operations like approving beneficiary addition,
transactions above a certain value, ATM card services etc.

Retail INB also provides certain flexibility to the customer in this regard. He can disable
the High security option for some of the transactions below a certain value. This option
is available under the Profile section. Features of this are:

i) Enable High Security for Intra and Inter Bank beneficiary, Credit card (Visa)
Beneficiary, IMPS and International Funds Transfer transactions- If the user selects
“Yes” for this option, OTP will be sent for each and every transaction under this
category irrespective of amount. If he selects “No” for this, OTP will not be sent for
transactions upto Rs.10000/- done cumulatively during the day.

ii)Enable High Security for Merchant Transactions – If user selects “Yes”, OTP will be
sent for each and every transaction under this category. If he selects “No”, OTP will not
be sent for transactions upto Rs.5000/- done cumulatively during the day.
iii) Mode of Authentication through OTP – This option allows the user to select the
mode of authentication as SMS or State Bank Secure OTP (Mobile App)

Frequently Asked Questions.

1) Customer has not received his username by SMS (Registration with Dispatch mode).

A) The customer may be advised to use the option ‘Resend User ID through SMS (New
Registrants only)’ at the ‘Trouble Logging in’ link on login page of OnlineSBI. Branch
can also check the username of the customer through Branch Interface – INB >
Request>Find Username.

2) Customer has forgotten the username created by him.

A) The customer can be advised to use the link ‘Forgot Username’ on login page of
OnlineSBI and enter/select CIF No., Country, Registered Mobile No. and Captcha and
SMS OTP. On successful submission, his username will be displayed on the screen as
well as sent on his registered mobile number.

3)The customer has applied for transaction rights but the branch has given
View/Limited Transaction rights erroneously.

A) If Branch has provided transaction rights in CBS then branch has to do "update
account detail" in INB. If INB facility is having VIEW rights in CBS then customer can
upgrade through link provided under e-services tab.

4) In CBS, the customer has been given transaction rights for INB, but customer is not
getting transaction rights in INB.

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A) Please restore transaction rights on the account through link ' Restoration of
Transaction Right' available under head 'Requests' at Branch interface INB.

5) In CBS, the account is having transaction rights at core, but this account is not
available at account summary page/not available at the time of debiting the account
through INB.

A) Branch officials can check the status of the account under ‘Find User Name' link in
Branch Interface - INB. If customer access level is 'hide', ask customer to
login>>profile>>manage account display>>unhide DEBIT account.

6) The customer has transaction rights but is unable to make transactions. The
customer is displayed an error message ‘Restrictions made by Branch. Please contact
Branch’.

A) It appears that there might be posting restrictions in the account. Please arrange to
remove the posting restriction in CBS.

7) Customer is unable to open e-RD though Form 60/61 is available in CIF.

A) Recording of PAN in CIF is mandatory for opening e-RD.

8) Customer is unable to open e-TDR exceeding Rs.50,000/- though Form 60/61 is

available in CIF.

A) If the amount exceeds Rs.50000/-, recording of PAN in CIF is mandatory for creating
e-TDR.

9) NRE/NRO account holder who is also Senior Citizen is trying to create e-TDR but not
able to do so.

A) As per the RBI instructions contained in para 4.1.11 of RBI master circular No.
RBI/2015-16/39 dated 01.07.2015 on interest rates held in NRE/NRO accounts; banks
are prohibited from paying additional interest on non-resident deposits of senior
citizens.

10) Customer is unable to open e-TDR with additional rate of interest for Senior
Citizens.

A) Please confirm the date of birth in CBS as the age must be over 60 years to avail the
facility. Further, for availing additional rate of interest for senior citizen, the minimum
amount is Rs.10,000/- and minimum duration is 12 months.

11) Customer was registered for RINB instead of Saral by mistake. Now when the
branch tries to change the Access Channel in CBS, the following error message
appears “Removal of 02 access channel is not done manually, please raise service
desk request in INB.”

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Changing access channel cannot be done in CBS front end, kindly raise service desk
request in CORE BANKING area only.

12) Customer is trying to create OD against Fixed deposit through RINB. But system
shows error “Sorry unable to create OD account for selected FD account. Please check
with the Branch”.

A) Kindly fill social attribute related details on screen 69045 in CBS for the customer
and advise customer to try thereafter.

13) Status customer’s account is open in CBS, but it is appearing under closed
accounts in INB.

A) Please run the 'Update Account Details' in Branch Interface - INB with the CIF and
account number being displayed as 'closed' in INB.

14) Customer’s account is closed in CBS, but it is appearing as live account in INB.

A) Branch needs to raise a service desk request in INB area with full details of
account/s.

15) Account type in Account Statement (or) Account Description displayed in Account
Summary/ Account Details (in OnlineSBI) is incorrect.

A) This error occurs whenever there is a change in the product code of an account
which determines the description of the account type. Please arrange 'Update Account
Details' in INB Branch interface - INB.

16) TDS is deducted at the Branch, but the details not displayed in Form 26 AS.

A) Please check the details of the TDS deducted for the customer in 'Branch Quarterly
Return of TDS' submitted to Income Tax department. In case TDS details have been
filed by the branch correctly with Income Tax Department, but the customer is unable to
view it on 26AS statement, please take up the matter with Income Tax department for
necessary updation at their end.

17) PAN of the customer is mapped in CIF but error ‘PAN not mapped’ is displayed to
customer while trying to access Form 26 AS.

A) PAN has to be entered on core screen number 067100 as INCOME TAX PAN (apart
from ID type). For viewing form 26AS statement, please ensure that the PAN is entered
in the ‘INCOME TAX PAN’ field.

18) Customer has complained that he is able to see accounts of some other person.

A) The issue of appearance of other customer’s accounts in INB may be due to wrong
dedupe of CIF in Branch. As an urgent remedy, customer’s Home Branch has to delink
the other person’s account by using the link (Branch Interface – INB > Rectify Mapping

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Issues>Delink account from CIF). After this process, the other person’s account will not
appear. The Branch is required to raise the service desk request to rectify the position
in CBS also.

19) Customer complains that his online transaction failed but he has not received
refund in his account.

A) The debit in customer’s account for online payment means that the transaction was
successful at the Bank’s end, notwithstanding the failure status at the Merchant’s
Website. The payment is settled by the Bank with the Merchant in the normal course.
For example, In case of IRCTC, the refund transaction is normally processed for the
failed ticket booking in 3-5 working days. Other merchants either apply the payment
towards amount due to them or process the refund. This processing time varies from a
few days to few weeks for different Merchants. The customer should pursue with the
merchant for refund, while notifying the Bank. The Bank will take up with respective
aggregator(s)/Merchants for early resolution of complaint.

20) Transaction information is not updated to merchant/Government Website

immediately on online payments.

A) If the customer’s account has been debited, the funds are settled with the
Government/merchant (through intermediary) within next two working days. Updation at
the websites of Government/merchants may take a few more days depending upon the
procedure adopted at their end. Customer’s may be advised to take up with the
respective merchant/Govt. Department.

21) Bill Payment is not updated at www.onlinesbi.com.

A) The status in www.onlinesbi.com is updated after receiving the Biller’s Reference

Number from the biller concerned. It generally takes about 3 working days’ time. If it is
not resolved even after 3 days, the customer may be advised to raise complaint in
CMS.

22) Customer’s account is debited twice for the same merchant transaction.

A) Branch to lodge the complaint in CMS with a request for refund of the additional
debit amount. GITC will examine the complaint and arrange for crediting the additional
debit amount in the customer’s account.

23) Customer’s account debited but services/products not received.

A) Customer to take up the matter in CMS. If the transaction is successful, the customer
needs to take up with the merchant for delivery of service/product. Successful
transaction cannot be refunded directly to the customer without referring to the
Merchant. If the transaction is failure, Bank will take up with the merchant for arranging
refund in the account.

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24) Customer wants to check if his PAN is registered against his account. Can he check
through onlinesbi?

A) Customer can check online whether his PAN is registered against the CIF . He can
login to Retail Internet Banking, access the Account Summary link. In the Account
Summary page, just beneath the list of Transaction accounts, there is a hyperlink called
‘View Nomination and PAN details. On accessing this link, the Nomination and PAN
details page opens. This provides the list of accounts with the corresponding CIF,
Nomination status and PAN registration status. If PAN is not registered for any CIF, a
link ‘click here to register’ is also provided so that the customer can apply for
registration of PAN for that CIF.

25) Can a customer update his PAN through Retail Internet Banking?

A) A customer whose PAN is not registered in the CIF in CBS, can apply for PAN
registration through Retail Internet Banking. Step by step process is given below: Login
to Onlinesbi (https://retail.onlinesbi.com/retail/login.htm). Click on Profile under My
Accounts & Profile. Select PAN Registration option. Enter the Profile Password. Page
shows the list of account numbers, corresponding CIF and whether PAN registered or
not. If PAN is not available for a CIF, a link ‘click here to register’ is shown. Click on this
link, enter the PAN, re-enter the PAN and Submit. In the next page, verify the details
and confirm. Enter the OTP received in the mobile. Success message is displayed. The
request for registration is to be approved by the branch within 7 days. Please approach
the branch for approval.

26) Customer has updated his PAN through Retail Internet Banking. What is to be done
at the branch?

A) When Customer requests online for updation of PAN, the request appears as
Manual Intervention Transaction to the home branch in CBS. Branch has to approve the
same within 7 days. To approve the request the branch staff, have to do the following:
Teller of home branch of CIF initiates transaction in Screen No. 60025 in CBS (Other
Delivery Channels > Internet Banking > Manual Intervention Transactions > Requests).
Select “09-Add PAN details” from drop down menu to fetch the PAN updation requests.
(Please note that the PAN updation requests cannot be fetched through option 00:
ALL). Select the request and click on verification button ‘Validate PAN’ to verify
customer’s PAN from NSDL via screen 60036. After successful validation from NSDL
teller has to update the status of that request as processed. If the PAN provided in the
request does not match with NSDL, the teller has to select fail option after entering the
reason for failing the request.

(Please refer e-Circular: 1129/2019 - 20 Circular No.: R&DB/DB&NB/DP-INB/3/2019 -

20 Date: Mon 11 Nov 2019)

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CORPORATE INTERNET BANKING

INTRODUCTION

State Bank of India offers world class Internet Banking services to all the Customers
through the portal www.onlinesbi.com. While the Retail Internet Banking (RINB)
application caters to the needs of the individual customers, the Corporate Internet
Banking (CINB) application provides the necessary services to the corporate clients.

Advantages of Corporate Internet Banking to the Corporate customers

nce banking- Corporates can operate their accounts from the comfort of
home or office.

- They can enquire/transact on their accounts on a 24 x 7 basis.

- Corporates need not go to the bank branch for routine

transactions.

– paper free work.

- Taxes, customs duty, and statutory dues like EPF and

ESIC payments can be made online- No queues.

- For the bigger corporates, there is facility to do bulk payment of

salary, tax, pre-paid card top up, utility bills, remittances etc. through the file upload
facility.

- Corporates can make online, instantaneous payments to

registered suppliers.

- Corporates can also collect their receivables/fees/ donations etc.

through CINB. This is facilitated by State Bank Collect and VAN based collection
options

- Application to IPOs can be made online.

- Corporate customers can get MIS/ reverse files for easy

reconciliation.

There are many more features which enable the Corporate to carry out all Banking
activities with speed, convenience and security.

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Who can avail CINB?

For the purpose of Corporate Internet Banking, SBI treats all customers – other than
individuals (Non-Personal) as Corporates, and as such they are considered eligible for
Corporate Internet Banking Facility. Thus, proprietary concerns, partnerships, private
limited companies, public limited companies, institutions, public sector undertakings,
and even Government Departments are covered under Corporate Internet Banking.

Need for variants in CINB

Our Non-individual clients range from small one man entities to large establishments
with multiple users and complex hierarchies. Moreover, some corporate clients require
only enquiry facilities whereas others need to do online transaction as well. Thus, it is
obvious that we need to provide different variants in CINB to cater to the varying needs
of the corporate customers. Branches should assess the needs of the corporate clients
and suggest the variant that would meet their requirement.

What are the variants in CINB?

At present, there are 6 variants in CINB. These can be classified as under:

Variants offering only Enquiry Rights

1. Khata
2. Khata Plus

Variants offering Enquiry and Transaction Rights

3. Saral
4. Vyapaar
5. Vistaar
6. Government Internet Banking (GINB)

BRIEF FEATURES OF THE VARIANTS

Let us take a brief look at the essential features of each of the above variants.

1. Khata

It is the simplest of the CINB products. Khata is a simple, single user Corporate Internet
Banking product that allows only enquiry facility to the user. Essential features of Khata
are:

– only one username

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 view/ enquire all accounts under a single CIF

2. Khata Plus

Khata Plus is a variant of CINB that allows view only rights to multiple users of a
Corporate. Essential features of Khata Plus are:

statements of these accounts

fees etc. through State Bank Collect but do not wish to do online transactions

- Vyapaar or Vistaar as per Corporate

requirement.

3. Saral

Saral is a simplified single user product of CINB which provides a number of services to
manage the accounts online. While there are various types of online transactions
permitted within certain limits, there are also many non-transaction services available to
enhance the user experience.

Features

ity to view account information and download account statement.

Types of Transactions in CINB Saral

ts in other banks via NEFT/RTGS/IMPS

118
 up of Pre Paid cards

-Fixed Deposits – eTDR, e-STDR & e-RD

of Demand Draft /Banker’s Cheque

Non Transaction Services in Saral

- pay facility to various Billers for regular payment of bills

uiry

Intra-Bank & Inter-Bank Fund Transfer Limit

CINB Saral and SB Anywhere Corporate Saral is having overall per-day limit of Rs. 10
Lacs. Considering the growing business requirements of the users, the existing limit of

119
Rs.10 lacs has now been enhanced to Rs.25 lacs. Revised daily transaction cap will be
as under:

Sl. No Particulars Present Limit Revised Limit

1 Fund Transfer to accounts

other than own accounts in
SBI
Consolidated Consolidated
2 Fund Transfer to accounts
Limit of Rs.10 Limit of Rs.25
in other Banks (RTGS /
Lacs per day Lacs per day
NEFT)

3 Merchant Payments

4. Vyapaar

Vyapaar is a multi-user CINB transactional product meant for small and medium
enterprises and organizations who wish to provide discretionary access/ transaction
rights to their users.

Features

users can be given discretionary access and transaction rights by the

“Administrator”

limit on the number of transactions per day.

yments is Rs. 2 crores.

such as single or joint authorization, limits for authorizing transactions by various users
etc.

ts generation) can be downloaded through the interface

Type of Transactions in CINB Vyapaar

transfer to own or third party accounts in SBI (Intra bank fund transfer)

120
(Inter Bank fund transfer)

eSTDRs)

o schedule transactions

5. Vistaar

Vistaar is a multi-user CINB transactional product meant for large and very large
corporates, Government organizations and institutions. This is a complete internet
banking offering for such corporates. Here the corporate can provide discretionary
access/ transaction rights to their users as per the hierarchy in their organization.

Features

-defined access and transaction rights

e are three types of Corporate role holders- Regulator, Administrator(s) and
Users

No limit on number of transactions per day.

n for tax transactions. Again no limit on number
of transactions per day.
-mentioned transactions within the
maximum allowed
ns
such as single or joint authorization, limits for authorizing transactions by various users
etc.

beneficiaries, certain tax payments, top up of pre-paid cards etc.

vision for optional roles such as Uploader, Auditor and Approver

121
as fees.

corporates

Type of Transactions in Vistaar

banks (RTGS/NEFT/IMPS)

tered suppliers
– taxes and other dues to various Government authorities

mber (VAN) based payments

Non Transaction Services in Vyapaar and Vistaar

eign Currency loans

-Forex through CINB

Balance Sheet, P&L statement, Financial Follow up reports etc.

6. Government Internet Banking (GINB)

Government Internet Banking (GINB) has been introduced with the purpose of providing
the Government Departments an INB based facility to make payments of salary, vendor
payments etc. Main features of GINB:

ch officials have an
option to create the users as well thus saving the efforts of the Government authorities.

122
 l they are
activated by the GINB Admin

KEY LEARNING POINTS

State Bank of India offers world class Internet Banking services to all the Customers
through the portal www.onlinesbi.com. While the Retail Internet Banking (RINB)
application caters to the needs of the individual customers, the Corporate Internet
Banking (CINB) application provides the necessary services to the corporate clients.
For the purpose of Corporate Internet Banking, SBI treats all customers – other than
individuals (Non-Personal) as Corporates, and as such they are considered eligible
for Corporate Internet Banking Facility. Thus, proprietary concerns, partnerships,
private limited companies, public limited companies, institutions, public sector
undertakings, and even Government Departments are covered under Corporate
Internet Banking. Khata is the simplest of the CINB products. It is a simple, single
user Corporate Internet Banking product that allows only enquiry facility to the user.
Khata Plus is a variant of CINB that allows view only rights to multiple users of a
Corporate. Saral is a simplified single user product of CINB which provides a number
of services to manage the accounts online. While there are various types of online
transactions permitted within certain limits, there are also many non-transaction
services available to enhance the user experience. Vyapaar is a multi-user CINB
transactional product meant for small and medium enterprises and organizations who
wish to provide discretionary access/ transaction rights to their users. Vistaar is a
multi-user CINB transactional product meant for large and very large corporates,
Government organizations and institutions. This is a complete internet banking
offering for such corporates. Government Internet Banking (GINB) has been
introduced with the purpose of providing the Government Departments an INB based
facility to make payments of salary, vendor payments etc..

CIRCULAR REFERENCE

1.RINB Manual

2.CINB Manual

123
CHECK YOUR PROGRESS

1. Which of the following facilities are not available in RINB ?

a. Home branch transfer of Saving bank account.
b. PAN registration
c. Pension loan
d. e-Filing of IT returns
2. State Bank Collect can not be enabled with which of the following CINB
facility?
a. Khatha Plus
b. Saral
c. Vyapaar
d. Vistaar

3. Number of variants of CINB are ?

a. 5
b. 4
c. 3
d. 6

4. Which of the following CINB facility can be enabled through CBS ?

a. Khata Plus
b. Khata
c. Vyapaar
d. Vistaar

5. Which of CINB variant is compatible for Proprietary firms who need only
enquiry rights?
a. Saral
b. Khata Plus
c. Khata
d. Vyapaar

CASE STUDY
Mr. Kumar is young engineering graduate posted as Branch Manager of a Branch.
Branch is having good number of Current Accounts. As a result, daily there are lot of
enquiries about balance, cheque encashment, statement of account, etc. Sometimes
leading to arguments with staff and complaints too. Please help Mr. Kumar to resolve
this problem.

124
 What is the technology
1 product available for Non- BHIM SBI Pay YONO Cash CINB SBI Quick
Individual customers?
How many variants are
2 1 2 4 6
there in CINB?
Which of the following
variant of CINB provides
3 Khata Saral Vyapar Vistar
only enquiry facility?

Simplified single user

product of CINB which
provides a number of
4 services to manage the Khata Saral GINB Vyapar
accounts online with
transaction rights is

Case Study answers: 1. c) 2. d) 3. a) 4. b)

**********

125
Customer Relationship Management (CRM) refers to the act of building and maintaining
positive relationships with current and potential customers. The importance of this
approach is very much relevant these days to increase business and retain customers.
Because the kind of relationship that the company enjoys with its customers is
extremely important in determining the success or failure of the business. Customer is
the main driving force of any business and continues to remain so.
CRM is a massive transformation as technology has provided businesses with
innovative and convenient ways to store relevant information and build relationships.

126
Benefits include: Increased feedback,
Attract more customers, and also help retain customers.
Increased revenue,
Improved internal communication
Improved customer satisfaction.
Follow up becomes very easy and effective.

127
Business Challenges and Expectations

Various Business Users have expressed

■ Integrated management of sales, marketing
key challenges in day to day operational
and service functions
■ Integrated solution bringing information at
one place
■ QZR/C* tracking and resolution within
defined TATA
■ Automated processes with workflows and
business rules
■ Single version of truth with role based
reports and dashboards
Increased Sales and Revenue
Business Expectations

* Query/Request/Complaint ATum Around Time “

Business Benefits to SBI

SBI trill be able to provide better service to CRM initiative for SBI trill lead to increase
customers and improve customer experience revenues and growth

First Time Resolution (FTR) o Cross / up-selling CapabilityO'

Turnaround time (TAT) Q Lead conversion o

Customer satisfaction O Cost of servicing o
Complaint resolution time o New Business o

128
Key Asks from Users
Completion of e-Learning on CRM by all the users -
1 Usage reports will be shared to the respective authority (e-learning portal:

Role mapping to be done by BMs for all the users in the Branch
2
BMs to re-allocate the leads, in case user is on leave or transferred

All users to log uito CRM and generate leads through CRM only
3 Any issues faced in CRM to be logged through formal channels (e.g. service desk, email)
4
RMs/ BMs to monitor the reports on leads entered into CRM

Region-wise campaigns (analytics based campaigns) to be initiated at local level

Asset Use Case: Lead to Customer Transition Cycle

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129
CRM Modules for SBI
These are the key deliverables of CRM. Corporate 360, Retail 360, Services 360,
Leads 360, Dashboards and Cogent Meetings.
We aim to cover the entire spectrum of our customers through this software.
Corporate 360 will provide all the information you require on a particular corporate entity
– deal pipeline, early warning system, and appointments with them etc.
Retail 360 will range from basic information of the customer, to their product holdings, to
leads related to the customer, activities of the customer and cases related to them. It
will help you identify the next product to pitch to the customer at the same time.
Services 360 will be comprehensive view of complaints and service requests raised by
SBI staff or received from other channels.
Leads 360 will help you with lead analysis in terms of customer information, product
and journey that the lead has traversed so far.
CRM implementation empowered by analytics will help us in getting all the required
insights in the form of reports and dashboards.
Cogent meeting help us organize meetings and record minutes at the same time.

130
KEY LEARNINGS ACHIEVED
Customer Relationship Management (CRM) refers to the act of building and maintaining
positive relationships with current and potential customers. The importance of this
approach is very much relevant these days to increase business and retain customers.
Because the kind of relationship that the company enjoys with its customers is
extremely important in determining the success or failure of the business. Customer is
the main driving force of any business and continues to remain so. CRM is a massive
transformation as technology has provided businesses with innovative and convenient
ways to store relevant information and build relationships.
Benefits include: Increased feedback,
Attract more customers and help to retain customers.
Increased revenue
Improved internal communication
Improved customer satisfaction
Follow up becomes very easy and effective.
Retail 360 will range from basic information of the customer, to their product holdings, to
leads related to the customer, activities of the customer and cases related to them. It
will help you identify the next product to pitch to the customer at the same time.
Services 360 will be comprehensive view of complaints and service requests raised by
SBI staff or received from other channels. Leads 360 will help you with lead analysis in
terms of customer information, product and journey that the lead has traversed so far.

131
CRM implementation empowered by analytics will help us in getting all the required
insights in the form of reports and dashboards. Cogent meeting help us organize
meetings and record minutes at the same time.

CIRCULAR REFERENCE
1. CRM MANUAL
Available at
SBI Time >> Most Accessed Links >> CRM FAQ / Ready Reckoner
CHECK YOUR PROGRESS

1. Which of the following is not a benefit of CRM?

a. Attract more customers and helps to retain the existing customers.
b. Improved internal communication
c. Improved customer satisfaction.
d. Increased complaint resolution time

2. Who will do the role mapping for users in branch in CRM?

a. CRM nodal officer
b. Field officer
c. Branch Manager
d. Admin at LHO
**********

132
BHARAT QR

Bharat QR (Merchant Application) is a QR (Quick Response) code based solution

wherein the customer makes payment to merchant by scanning a static or dynamic QR
code. It is interoperable among major Card schemes i.e. Visa, MasterCard and RuPay.
Bharat QR merchant application is downloaded from play store on merchant's Smart
phone (presently Android phones) and Bharat QR customer application is installed on
customer's mobile phones. BHIM QR is UPI Based QR. It is preferably used for P2P or
P2M dynamic Transaction using Virtual Payment Address. Bharat QR is specifically
used for P2M transaction wherein payment is done via cards i.e., Debit card/Credit
Card/Pre-paid Card.

Subsequent to the initial rollout, as directed by Govt. of India, NPCI released a common
specification for Bharat QR and UPI to enable the merchants to accept payment from
both Bharat QR and UPI customers by scanning of Bharat QR code. Accordingly,
Bharat QR Version 4.0, was released. The bank has accordingly upgraded both the
“Bharat QR Merchant-H” and “Bharat QR Merchant-W” to Bharat QR Version 4.0
specifications and merchants can now accept payment through the Bharat QR
Customer Apps, as well as through the various UPI Apps viz. SBI Pay, Bhim App, Tez
etc.

FEATURES OF THE PRODUCT

133
  Merchants can accept payments directly to their accounts ‐ No need to spend time
to deposit cash into their account.
 Escape from hassles of receiving payments in cash ‐ No risk of forged notes
 Escape from the hassles of keeping the record of charge slips – Merchant gets the
notification in his Bharat QR App.
 Card-less transactions: Scan & Pay
 Less instances of charge backs. As the customer himself/herself initiates the payment,
the occurrence of chargebacks is minimized.
 Safe and Secure

REQUIREMENTS

The merchant needs to have the following to start using Bharat QR-SBI:
 A Smart mobile phone (Presently Android).
 A data connection (2G, 3G or 4G).
 Bharat QR Merchant application installed on Merchant mobile phone.
 Account with SBI

GETTING BHARAT QR-SBI

The process for on boarding a merchant for Bharat QR acceptance is same as is in

case of the other PoS terminals. Merchant can contact nearest SBI branch for Bharat
QR.

SERVICE FEE
 Monthly Service Fee/Rental - Nil
 Commitment Charges - Nil
 Merchant Discount Rate: For debit Cards it will be 10 bps less than usual MDR
and for Credit Card existing MDR will continue. (Please refer Bank instructions
for current MDR)

For exceptional cases, as per the extant instruction, the discretionary powers for
approval of concessional MDR shall remain with DMD (DB&NB)
(CS&NB/CS&NBMAB/21/2016-17 dated 27th December 2016). The Circles/CAG/MCG
may recommend for concessions duly examining the cost benefit analysis and value of
relationship to MAB vertical at Corporate Centre for approval.

BENEFITS FOR THE CUSTOMERS

Customers of any bank having BHARAT QR App can pay by scanning "BHARAT QR" (
In case of SBI account holder BHARAT QR is available on home page of "State Bank

134
Anywhere" app). To add to it, they don't need to carry multiple cards. Just link the cards
to the app and select the appropriate card during the payment.

STANDARD OPERATING PROCEDURE (SOP): MERCHANT ONBOARDING FOR

BHARAT QR CODE

SOP for Existing Merchants:

i) Branch/SBIPSPL field staff will contact the existing merchants for deployment of
Bharat QR and obtain application, as is being taken for installation of additional PoS
terminals.
ii) Branch will exchange the duly signed arrangement letter with merchant.
iii) After sanction by approving authority, it will be routed to TSPs through MAB vertical
in MAB Workflow software.
iv) While entering in the MAB workflow software, terminal type has to be selected as
“Bharat QR” as additional terminal.
v) MID, TID and QR code will be generated by the TSP.
vi) Printing of QR Code and procurement of Standees will be done.
vii) ‘Welcome Kit’ containing a standee (tent card) of Bharat QR, 02 big decals & 01
small decal of Bharat QR, FAQ, Arrangement Letter (2 copies) and User Manual will
be sent to merchant.
viii)QR Codes along with standees/tent Card will be deployed at merchant locations and
necessary training will be given by the TSP field engineers.

SOP for New Merchants:

i) All new PoS terminal Merchants have to be given QR Code by default along-with the
PoS Terminal.
ii) In case of small Merchants, efforts should be made to push QR Code only, as it has
no CAPEX and less OPEX.
iii) Merchant on-boarding process for Bharat QR Code will remain the same as PoS
terminal (Refer - e-Circular No CS&NB-MAB / 32 /2016-17 dated 7th March 2017).
While entering in the MAB workflow software, terminal type selected as “Bharat QR”
iv) After sanction by approving authority, it will be routed to TSPs through MAB vertical
in MAB Workflow software.
v) MID, TID and QR code will be generated by the TSPs.
vi) Printing of QR Code and procurement of Standees will be done.
vii) ‘Welcome Kit’ containing a standee (tent card) of Bharat QR, 02 big decals & 01
small decal of Bharat QR, FAQ, and User Manual will be sent to merchant.
viii)QR Codes along with standees will be deployed at merchant locations and
necessary training will be given by the TSP field engineers.

135
Where do merchants need to call in case of operational issues in Bharat QR
terminals?

A. Worldline (Service Provider to SBI) Call Centre: Contact details are available on
the Worldline sticker pasted on the Standee or printed on the back of Tent card
having Toll Free No. : 18602332332 Email: awl-in.merchanthelpdesk@atos.net SMS:
Text the message HELP to 56070 from registered Mobile Number

B. Hitachi (Service Provider to SBI) Call Centre: Contact details are available on the
Hitachi sticker pasted on the acrylic sheet having merchant QR code. Toll Free No. :
18004250727 Email: care.pos@hitachi-payments.com SMS: Text the message POS
to 56677 from registered Mobile Number (To receive call back from customer
service.

CHECK YOUR PROGRESS

1. Which of the following is not true about Pre-requisites by merchant for

Bharath QR?
a. Smart mobile phone
b. Account with SBI
c. QR code Scanner
d. data connection

2. Which of the following are not the benefits of Bharath QR to the bank?
a. CASA balances
b. Merchant discount rate
c. It has no CAPEX and less OPEX
d. Monthly rental

3. The information which is not stored in dynamic QR code ?

a. Merchant ID
b. Terminal ID
c. Merchant Address
d. Amount.

**********

136
 SBI FASTAG

 SBI FASTag is a device that employs Radio Frequency identification technology

(RFID) for making toll payments directly from the prepaid or savings account linked
to it.
 It is affixed on the windscreen of the vehicle and enables one to drive through the
plazas, without stopping for cash transactions.
 Tag need to be purchased from Bank’s authorized tag agents and if it is linked to the
prepaid account, then recharge / top up of the tag to be done as per one’s
requirement.

PURPOSE
 For the purpose of collection of Toll Tax electronically and digitally.
 SBI FASTAG is a devise that employs Radio frequency identification (RFID)
technology for making toll payments directly from prepaid or Savings accounts
linked to it.
 FASTAG is a 10x5 cm, rectangle shape, multilayered Tag, containing chip and
antenna inside it’s layers. It is pasted on the windscreen of the vehicle. Through
RFID technology, the tag reads the toll to be collected.

PROCESS
While passing through dedicated ETC lane at Toll plaza, the vehicle need not be
stopped for payment of toll. The toll due is read by chip in the tag through RFID
technology and required amount is paid by debit to the prepaid or Saving Account
linked to it.

 Tag provides you with the convenience and ease during transit through toll plaza
along with saving of time, fuel and cashless payment.
 SBI FASTAG is presently operational at 346+ toll plazas across national highways.

137
HOW TO GET A TAG
 Customer care help number is 1800110018.
 On calling above number the customer care executives will guide you to nearest
POS location.
 List of POS locations are available on the website https://fastag.onlinesbi.com/Faqs
POS/ Agent locations
 Customer has to visit any POS location with KYC documents and vehicle RC book.

FEATURES OF SBI FASTAG

 No cash need to be paid and exact toll amount is deducted from linked prepaid
account.
 Faster Transit:
 Auto debit of exact amount of toll tax and no need to stop for payment at Toll
enables faster transit
SMS alerts:
 Instant SMS alerts on registered mobile number for toll transactions, low
balance etc...
Online Recharge:
 SBI FASTag can be recharged online through credit card / debit card / Net
Banking / IMPs etc...

Charges:
Issuance fees of the Tag:- Rs. 100/- across all categories, including all applicable
taxes Other Charges
A minimum security amount depending on the vehicle category (refundable at the time
of cancellation of RFID Tag) and Minimum Balance would be charged to the customer
as per the Table given below:
Sr. Vehicle Security Minimum
Particulars
No. Class No. Amount Balance
Car / Jeep / Van/ Tata Ace and similar
1 4 200 100
mini light commercial vehicle
2 5 Light Commercial Vehicle 300 140
3 6 Three Axle Commercial Vehicles 400 300
4 7 Bus/Truck 400 300
5 12 4 to 6 axle 400 300
6 15 7 or More Axle 400 300
Heavy Construction Machinery
7 16 400 300
(HCM)/Earth Moving Equipment (EME)

138
RISKS AND MISCELLENEOUS:
• In case of loss/ theft of vehicle, SBI FASTag holders should immediately lodge FIR
with police and should inform the contact center immediately about the same with
relevant documents. In turn contact center will block the Tag from further usage. For
the intermittent period, Bank is not liable for any loss that is caused to the owner due
to vehicle theft.
• In case Toll plaza is not accepting Tag payment/ RFID not working, Plaza unable to
read Tag etc... The same may be informed to help line number or nearby POS agent
immediately. In the meantime, customer may pay Toll in cash.
• Customer is eligible to get reward points for topping up Tag as per his eligibility.

Contact details:
Users can call Contact Center Toll Free Number: 1800-11-0018
They can also lodge FASTag related complaints to Email ID
helpdesk.fastag@sbi.co.in and CC to : team.sbietc@sbi.co.in

Helpline numbers :
MoRTH/NHAI/IHMCL have launched 1033 helpline number for addressing FASTAG
complaints at toll plaza level. Customer can simply dial 1033 from Mobile/Landline for
the following issues:
 Stopped at the plaza for Tag blacklist reason even through Tag is not blacklisted.
 Plaza not accepting Fastag
 Plaza is not able to read the Tag
 Plaza is not supporting for monthly pass issuance
 Any other applicable issue for Fastag

KEY LEARNINGS ACHIEVED

SBI FASTag is a device that employs Radio Frequency identification

technology(RFID) for making toll payments directly from the prepaid or savings
account linked to it. Tag need to be purchased from Bank’s authorized tag agents
and if it is linked to the prepaid account, then recharge / top up of the tag to be done
as per one’s requirement. FASTAG is a 10x5 cm, rectangle shape, multilayered
Tag, containing chip and antenna inside its layers. It is pasted on the windscreen of
the vehicle. Through RFID technology, the tag reads the toll to be collected.

How to get Fastag

 Customer care help number is 1800110018.
 On calling above number the customer care executives will guide you to nearest
POS location.
 List of POS locations are available on the app under POS/ Agent locations

139
 Customer has to visit any POS location with KYC documents and vehicle RC book.

CIRCULAR REFERENCE

Sl.No.: 1287/2017 - 18 Circular No.: R&DB/CS^NB-SP PROJ/38/2017 - 18 Date: Tue

30 Jan 2018

FAQs for the Customer

1) How do I get SBI FASTag?

A) You can approach any of our SBI FASTag PoS locations (Points of Sale) in the
country with valid KYC documents and vehicle RC copy along with the originals for
verifications purpose. You can call on our customer care help number is 1800110018,
who will guide you to the nearest POS location.

2) What are the documents needed for SBI FASTag?

A) Since the SBI FASTag is linked to an account, KYC documentation would be
required as per the KYC policy of the Bank. Apart from the KYC documentation, the
applicant needs to submit Registration Certificate (RC) of the vehicle along with the
application for SBI FASTag.

CHECK YOUR PROGRESS

1. What is SBI FASTag?
a) An initiative to digitize toll transactions at toll plazas
b) Initiative to collect Toll Tax electronically
c) An effort to curtail Time for payment of Toll Tax at Plaza
d) All options are correct.

2. The Technology that is used in SBI FASTag to read the Tag is

a) QUORUM
b) RFID
c) NETC
d) NPCI

140
CASE STUDY

Mr. Vinod is employed in an MNC at Bengaluru. He travels between Bengaluru and

Hubli by road regularly as his family is residing at Hubli. He had to spend most of his
time at Toll plazas on high way during his journey due to long Q of vehicles for toll
payment. Please help Mr. Vinod to overcome this problem.

What is the name of this

SBI Fast Toll SBI YONO
1 product launched by SBI? SBI Fastag SBI Quick
Collection Fast
SBI FASTAG is a devise
2 that employs the RFID SBI FAST EMV NFC
technology….
For Fastags, NHAI has
3 classified vehicles in to 5 6 7 8
….... Types.
Full KYC FASTag
Accountat, at any given
point of time, cannot have
4 more than …....... in their Rs.10000/- Rs.20000/- Rs.50000/- Rs.100000/-
FASTag (prepaid)
account.

Case Study answers: 1. b) 2. a) 3. c) 4. d)

***************

141
 DATA QUALITY

It is incumbent on the part of all the users of CBS / other IT packages of the Bank to
ensure data purity in all the transactions put though by them, as a risk mitigation
measure so as to ensure that distortion of Bank’s statistics / data and misrepresentation
to various authorities including Regulators is avoided and correct Data is presented.
Hence, it is imperative for all of us to feed the correct/complete data not only at the time
of on boarding the customer but also at the time of any data modification.

Few examples of erroneous data and its impact are listed below.

Sr.no. Mandatory Field Probable Impact of Erroneous feeding from

shown in CBS Screen Regulatory Compliance perspective including
for on-Boarding of AML CFT angle
personal customer
1 Residential Status-
RI/NRI
2 Gender-
Male/Female/Trans
gender
3 Liberalized KYC Yes/
No
• Tax Related Non-Compliance
• FEMA related Non-Compliance
• May lead to wrong classification of risk
category of the customer
• Effect on the obtention of KYC document
periodicity due to wrong classification of risk
• category of the customer
• Error in alert generation for transaction
monitoring
• Wrong feeding may lead to non- compliance
of Government guidelines in extension of
Gender specific subsidy benefits, differential
rate of interest in certain categories of
deposit/loan scheme etc.
• May lead to wrong reporting to FIU-India
• In order to achieve the aim of 100%
Financial Inclusion, RBI has allowed banks
to Onboard customers with Liberalised KYC
norms (such as opening of small accounts)
but KYC is to be completed within
prescribed period of 24 months.
• If we do not mark the account as opened
under Liberalised KYC, we may not follow-
up for completing KYC after prescribed
period and that may lead to non-
compliance.
• Permitting all transaction, irrespective of
value, will breach RBI Guidelines on

142
 ‘Small A/Cs’
• Impacts the Customer Risk Categorization
due to wrong selection of customer profile
• customer profile
• Impacts the generation of alerts for
transaction monitoring
4 Date of Birth • No feeding/ wrong feeding may lead to
denial of Senior Citizen benefits by the
system even if they have become senior
citizen or early giving benefits who are
actually not the senior citizens. In both
cases, it will lead to regulatory guidelines
non-compliant
• Minor may open their accounts in major
head category, may lead bank to land into
trouble under Contract Act.
• Impact the quality and result of name
screening against the negative lists
• May mislead the case manager at AML-
CFT while analysing case / alert generated
in the account (due wrong calculation of age
such as students/ senior citizen etc.)
• Conversion of accounts from minor to
major, after the customer turns 18, will be
impacted
5 Customer Type • Normal, Small or Minor. Wrong
classification may deny some benefits that
accrue to some category or may give
wrongful benefits that does not accrue to
that category, which is against extant
Regulatory guidelines
• Impacts the Customer Risk Categorization
• Impacts the generation of alerts for
transaction monitoring
• May lead to wrong reporting to FIU-India
6 Nationality • Regulatory guidelines prohibit certain
country’s citizens to be on-boarded, Not
feeding document based correct Nationality
may lead to on- Boarding of customers of
blacklisted nations.
• Impacts the Customer Risk Categorization
• Impacts the generation of alerts for
transaction monitoring

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 • May lead to wrong reporting to FIU-India
7 Occupation • AML/CFT department undertakes
type/Income monitoring of transactions to analyse
unusual trend of transactions, un-matching
with the status of the account holder. Wrong
feeding of occupation code or no feeding
may lead AML/CFT department to draw
wrong conclusion and wrong reporting to
FIU-IND.
• Impact on risk categorization of the
customer
• Impacts the generation of alerts for
transaction monitoring
• Wrong reporting to FIU-India in ground of
suspicion while filing STR.
8 PAN/Form 60 • Where Permanent Account Number (PAN)
is obtained, the same shall be verified from
the verification facility of the issuing
authority.
• Feeding of wrong PAN number may lead to
deduction of Tax rate, wrong filing of
statutory returns at Bank level etc. May
invite penalty from IT Department & cause
reputation risk.
• Form No. 60 as defined in Income-tax
Rules, 1962
• Impacts the generation of alerts for
transaction monitoring
• Wrong feeding or non-feeding of PAN
details may lead to wrong information to
FIU-India
9 Address type • Impact on risk categorization of the
customer
• Impacts the generation of alerts for
transaction monitoring
• Wrong reporting to FIU-India in ground of
suspicion while filing STR.
• Impact the quality and result of name
screening against the negative lists
• For reaching out to the customer Important
communication from Bank may not reach
out the customer, despatch of ATM card,
cheque book etc. may fall into wrong hands

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STAFF ACCOUNTABILITY FOR INFRINGEMENT/ TRANSGRESSION IN CORE
BANKING DATA AND OTHER INFORMATION TECHNOLOGY TOOLS &
PACKAGES OF THE BANK

The Executive Committee of the Central Board of the Bank in its meeting held on 04th
March. 2015 approved implementation of “a policy on staff accountability for
infringement/ transgression in Core Banking Data and other Information Technology
Tools & Packages of the Bank.” The focus of staff accountability policy will be to identify
the employees for administrative and/or penal action, who are prima facie found to be
responsible for the repetitive lapse(s), after giving a reasonable opportunity for ensuring
non-recurrence of IT related infringements. Accordingly, it has been decided to enforce
the following course of action, penalty provision and designated authority for
examination of staff accountability and dealing with IT related infringements/
infringements under the provisions of the approved policy:

Instances of Course of Action Penalty provisions proposed Designated

Infringement Proposed Authority
1st Instance A caution notice will The employee will be Immediate
be sent to the erring counselled to remain careful Controller
employee in the and not to repeat the mistake
prescribed format in future
2nd Instance A warning letter in the The employee will be advised/ Immediate
prescribed format will indicated to remain more Controller
be issued careful failing which
disciplinary action will be
initiated and penalty/ fine will
be imposed.
3rd Instance A show-cause notice Category Maker/Checker Disciplinary
in the prescribed Award Staff Stoppage of Authority
format will be issued annual
proposing initiation of increment for
disciplinary action minimum one
month
Officer Cash Penalty
of Rs 2000
Award Staff Stoppage of
annual
increment for
minimum two
months

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4th Instance A show-cause notice Award Stoppage of Disciplinary
in the prescribed Staff annual Authority
format will be issued increment for
proposing initiation of minimum two
disciplinary action months
Officer Cash Penalty
of Rs 3000
Subsequent Major penalty proceedings/ proceedings for major Disciplinary
Infringements misconduct will be initiated against the employee Authority
concerned as per the relevant provisions for Service
Rules/ Conduct Rules of respective category of
employee.

The proposed policy for determining staff accountability will be applicable for IT
Infringements/ transgression found on the part of the employees while discharging their
duties in various IT transaction platforms and other IT tools of the Banks such as Core
Banking Solution, HRMS, Trade Finance, Exim Bill, digital delivery and marketing
channels etc.

While identifying the infringements, the Controller /Disciplinary Authority shall also take
into account system failure/other technical errors and /or ultimate loss to the Bank
before initiating disciplinary action against the employees. Further, cases of incorrect
data/transactions put into the system and subsequently corrected in the system before
next EOD without causing any loss to the Bank /Customer etc., will be viewed in the
desired perspective.

While the policy is intended to cover all type of CBS/ IT related infringements in the
Bank, it has been decided to initially roll out following four types of infringements out of
which the first three will be tracked through the web-enabled Dash Board.

a.Nil security for all secured Loan and Advances Accounts.

b.Unauthorized change in Home Branch in Loan and Advances Accounts.
c.Unauthorised Interest Adjustment for Loans.
d.KYC non-compliance while opening accounts including cases returned by LCPC.

The above infringements will be available under menu Usefullink1 in submenu

‘Centralized Project Ganga’. The first three of above mentioned four reports with maker
and checker will be uploaded in the Dashboard on daily basis. The designated authority
will enter KYC non-compliance and other IT infringements, if found, manually in the
Dashboard for issuance of show cause/cautionary notices to the delinquent employees.
The system will automatically track the number of instances of infringements without
manual intervention.

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KEY LEARNINGS ACHIEVED

It is imperative for all the staff to feed the correct/complete data not only at the time
of on boarding the customer but also at the time of any data modification in the
system. Erroneous/wrong data entered in the system leads to misrepresentation of
data to various authorities including Regulators. Hence, Bank has implemented a
policy on staff accountability for infringement/ transgression in Core Banking Data
and other Information Technology Tools & Packages of the Bank. The focus of staff
accountability policy will be to identify the employees for administrative and/or penal
action, who are prima facie found to be responsible for the repetitive lapse(s), after
giving a reasonable opportunity for ensuring non-recurrence of IT related
infringements.

CIRCULAR REFERENCE

e-Circular No.: CDO/P&HRD-PM/16/2015 – 16 dated 11th May 2015

CHECK YOUR PROGRESS

1. What is the name of web-enabled centralized Dashboard developed

in SBI Times for tracking and monitoring of infringements?
a) Centralised Project Ganga
b) Project data clean
c) Project data infringement
d) Project clean

2. Which of the following erroneous data will have impact the Tax
compliance?
a) Residential Status
b) Date of Birth
c) PAN
d) All the above

3. Which of the following is treated data infringements in CBS?

a) Security not created of secured loan
b) Unauthorised change of Home branch of a home loan account
c) Unauthorised interest adjustments to loan account
d) All the above

147
4. What is the effect of entering wrong customer type while opening
CIF in CBS?
a) No effect
b) May have wrongful benefits that does not accrue to that category.
c) May not get the actual eligible benefits
d) Both b and c are true

5. What is the penal provision for 1st instance of data infringement by

an employee?

a) The employee will be counselled to remain careful and not to

repeat the mistake in future.
b) Stoppage of annual increment for minimum two months.
c) The employee will be advised/ indicated to remain more careful
failing which disciplinary action will be initiated and penalty/ fine will
be imposed.
d) None of the above.

***************************************

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 STANDARD OPERATING PROCEDURE
CUSTOMER PROTECTION BY EFFICIENTLY REPORTING & RESOLVING
UNAUTHORIZED/FRAUDULENT ELECTRONIC BANKING TRANSACTIONS

Reporting
List various methods through which customer will be able to lodge complaints related to
fraudulent transaction.

a) IVR
i. Customer calls existing toll-free number i.e,1-800-111109
ii. A dedicated option to report unauthorized transaction complaint in which user can
select channel as YONO.
iii. Once selected, with no or minimum waiting time, customer should be connected to
Contact Center staff. Contact Center need to capture following customer details:
a. Account number
b. Date of transaction
c. Transaction ID of the supposed unauthorized transaction, if available
d. Amount
iv. After the above details are verified by the system, USER-ID of YONO/RINB/YONO
Lite is deactivated and a communication with Ticket Number will be sent by the CRM to
the customer on the same by SMS and email.

b) Email:
Every financial transaction will trigger an email with all necessary transaction details
along with following precautionary line suffixed:
If not done by you, forward this email from email ID registered with SBI to
unauthorisedtransaction@sbi.co.in to deactivate your user id. You may also call
1-800-111109”
Once the email is received at the above-mentioned email-ID the following action will be
initiated:
i. CRM System will extract user ID of YONO/RINB/YONO Lite from the reference
number provided in the email content and will instantly and automatically deactivate
it. Post de-activation, complaint is auto lodged in CRM System.
ii. On Successful / Un-Successful de-activation, CRM will send SMS/email
confirmation to customer’s registered mobile/email address informing them about
successful/unsuccessful deactivation of user ID of the Online Platform
(YONO/RINB/YONO Lite) along with corresponding ticket reference number
generated.
iii. Complaint will be lodged in CRM after deactivation of user ID and the ticket
number would be advised to the customer through SMS/email.
(Note: Customer will not be able to access the YONO application even using MPIN
and any transaction including scheduled/standing instructions, except those created in
CBS, will not be executed after the deactivation of user ID).

c) SMS:
i. For every transaction, user will be sent SMS with the transaction details. SMS
will have the following suffix:
If not done by you, forward this SMS from mobile number registered with SBI to
9223008333.

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ii. Customer sends the SMS received (as it is) to the number 9223008333.
iii. After verification of the details received in SMS, CRM System will extract user ID
of YONO/RINB/YONO Lite from the reference number provided in the SMS
content and will instantly and automatically de-activate it. Post de-activation,
complaint is auto lodged in CRM system.
iv. On Successful / Un-Successful de-activation, CRM will send SMS/email
confirmation to customer’s registered mobile/email address informing them about
successful/ unsuccessful deactivation of user ID of the Online Platform
(YONO/RINB/YONO Lite) along with corresponding Ticket reference number
generated.
v. Complaint will be lodged in CRM after deactivation of user ID and the ticket
number would be advised to the customer through SMS /email.
(Note: Customer will not be able to access the YONO application even using MPIN and
any transaction including scheduled/standing instructions, except those created in CBS,
will not be executed after the deactivation of user ID).

d) Website (CRM Portal)

Complaint Management portal (https://crcf.sbi.co.in/ccf/) is a 24x7 web portal where
customers can raise complaints.
i. Customer visits to the link: https://crcf.sbi.co.in/ccf/
ii. User selects “Raise Complaints or Request” and “Existing Customer -
MSME/Agri/Other Grievance”
iii. User selects “Unauthorized Transactions” in category of Complaints/Requests
iv. User selects from the list of Products & Services. -
a. “YONO Unauthorized Transaction”
b. “YONO CASH Unauthorized Transaction”
v. User selects nature of complaints from the list:
a. YONO Unauthorized Transaction
i. Transaction not done by the customer - Bill payment
ii. Transaction not done by the customer - Fund Transfer inter Bank
iii. Transaction not done by the customer - Fund Transfer intra Bank
iv. Transaction not done by the customer - IRCTC
b. YONO CASH Unauthorized Transaction
Transaction not done by the customer
vi. User will be asked to input the following details of a transaction:
a. Amount.
b. Transaction reference number/UTR Number.
c. Brief details of the complaint/requests.
vii. CRM System will extract user ID of YONO/RINB/YONO Lite from the reference
number provided and will instantly and automatically de-activate it.
viii. On Successful / Un-Successful de-activation, CRM will send SMS/email
confirmation to customer’s registered Mobile/email address informing them about
successful/unsuccessful deactivation of user ID of the Online Platform
(YONO/RINB/YONO Lite) along with corresponding Ticket reference number
generated.
ix. Complaint will be lodged in CRM after deactivation of user ID and the ticket number
would be advised to the customer through SMS/email.

e) Branch:

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1. Customer can provide details regarding fraudulent transaction at any branch (home
or non-home). Branch will deactivate the user ID of YONO/RINB/YONO Lite in RINB
platform and lodge the complaint through CRM. Complaints can be lodged in CRM only
after deactivation of user ID. Process for registering complaint is the same as
registering a complaint on CRM web portal.
2. On Successful / Un-Successful de-activation, CRM will send SMS/email confirmation
to customer’s registered Mobile/email address informing them about successful /
unsuccessful deactivation of user id of the Online Platform (YONO/RINB/YONO Lite)
along with corresponding Ticket reference number generated.

f) Other Sources:
Apart from the above five channels of reporting, complaints received at non-home
branches/offices or any other sources will also be registered as complaint in CRM for
further processing as detailed above. If a complaint is lodged in CRM under
‘Unauthorized Transaction’ category, the User ID of the complainant will be deactivated
to prevent any further transaction.
In the case of unsuccessful deactivation of User ID in any of the above channels, a
regret message will be triggered by the CRM system citing any of the five reasons for
unsuccessful deactivation (Transaction template did not match; Transaction details are
incorrect; Mobile number not registered; System failure while validating transaction
information; System failure while deactivating the user ID). Customer needs to retry to
lodge the complaint if regret message is being received by CRM on attempting to lodge
the complaint through any source. In such scenario, as preventive action, customer
must immediately change the password of INB & also not to share the password with
anyone.
*UPI: In case of unauthorized/fraudulent transactions where customer’s account is
maintained with SBI, BHIM SBI Users can lodge complaint through following methods:
a) IVR: Toll-free number 1800-425-3800/ 1800-11-2211
b) SMS: For every transaction, user will be sent SMS with the transaction details. SMS
will have the following suffix:
If not done by you, forward this SMS to 9223008333 / call 1800111109 or
09449112211 to block UPI. Customer sends the SMS received as it is to this
designated number.
c) Website: (CRM Portal): Complaint management portal at https://crcf.sbi.co.in/ccf/
Branch: Customer reports at the branch with details. Branch staff will open CRM portal
nd register the complaint. On immediate receipt of such complaints, branch staff to de-
activate VPA on UPI APP available in CBS.
d) Social Media: In case of any fraudulent transactions reported through social media,
the Social Media Team at Corporate Centre will advise customer to lodge complaint
through any of the formal channels mentioned above and will also forward the same to
the i) CMS team at GITC ii) IT-MB&SCFU at GITC and iii) DGM (UPI) to block the VPA
of the customer and other reporting purposes.

Post reporting: VPA of the user gets deactivated and account will be blocked for UPI
services. If the VPA belongs to other PSP Bank but the account belongs to SBI, the
account will be blocked for UPI services.

i) Blocking access to channel through which fraud is performed: CRM will ensure instant
and automatic deactivation of user ID of YONO/RINB/YONO Lite as and when
fraudulent transaction is reported. Customer should get an email and SMS confirmation

151
from CRM regarding deactivation of user ID and guiding the customer to visit their
home Branch for further action.
ii) Sending ticket number to customer: CRM department will ensure that once the user
ID is deactivated, a corresponding ticket number has to be generated in CRM and an
SMS and email (if registered) should be automatically triggered and sent to customer
providing the ticket reference number for their reference and future usage.

Ticket generated in CRM should be visible to both CRM team as well as in Branch.

*A brief process of reporting the UPI related complaints for unauthorized transaction is
mentioned here. Please refer SOP for escalation of critical events related to UPI/BHIM
SBI Pay usage and Handling Unauthorized/ Fraudulent transactions on UPI Apps
including BHIM SBI Pay, Version 2.0, issued by D&TB (P&O) department for detailed
process as amended from time to time.

Determination of Fraud:

Whenever a fraudulent transaction is reported by the customer, a corresponding ticket

is generated in CRM portal. While the ticket should be visible to both CRM department
and in Branch, the complaint can only be attended first by CMD at GITC and necessary
action will be taken by them as per the cases mentioned below:

A. Negligence on behalf of customer

B. Contributory fraud/ negligence/ deficiency on the part of the bank OR in case where
the fraud was due to customer negligence and was reported & recurrence of fraud post
reporting and acknowledgement.
C. Third party breach where the deficiency lies neither with the bank nor with the
customer but lies elsewhere in the system.

Action to be taken:
I. In case of A:( Customer was negligent)

If it is concluded that the fraudulent transaction was committed due to customer

negligence, then customer will be liable to bear the entire loss arising out of that
transaction till he reports the same to Bank. Once it is concluded that customer is liable,
then the concerned team to close the ticket in CRM and a communication will be
sent to customer to that effect.

II. In case of B or C: (where customer was not negligent)

Once the complaint is forwarded to the home Branch of the customer, it will put up for
approval to SOP Handling Committee through their controller to determine the action to
be taken.

SOP Handling Committee will comprise following members in the Circle:

(i) AGM (D &TB) -Member
(ii) AGM (ITSS) - Member
(iii) AGM (CS) - Member
(iv) AGM (FMC) - Member Secretary
(Minimum three members are required to constitute the quorum)

152
Based on the inputs provided, the respective LHO will conduct a thorough analysis on
finding the cause of the fraud and they will submit a comprehensive report along with
their recommendation to the Competent Authority for approval for providing
compensation to customer. Circle to record a note for incorporating the observations of
the Committee and for taking approval of the appropriate authority.

The Competent Authority would be, as per the Scheme of Delegation of Powers for
writing off, as detailed in e-Circular Number CDO/ORG-DEP/3/2017-18 dated 22nd
August 2017 or as amended from time to time.

Branches shall close the complaint in CRM only after the decision is taken by the
Committee at LHO on whether to accept or reject the claim of the customer. If the claim
is accepted, details of compensation made to the customer by home branch by debiting
BGL 4899745 should be recorded in CRM against the complaint number for future MIS.
In case of rejected claims also a suitable noting should be made along with the reasons
for rejection.

Compensation Policy

Compensation payable to the customer in Zero Liability or Limited Liability scenarios

will be as per the Bank’s current compensation policy in line with the RBI directives on
limiting customer liability in respect of unauthorized electronic banking transactions as
detailed below.

a. Zero Liability of a Customer:

A customer’s entitlement to zero liability shall arise where the unauthorized transaction
occurs in the following events:
(i) Contributory fraud/ negligence/ deficiency on the part of the Bank (irrespective of
whether or not the transaction is reported by the customer).
(ii) Third party breach where the deficiency lies neither with the bank nor with the
customer but lies elsewhere in the system, and the customer notifies the Bank within
three working days of receiving the communication from the Bank (by SMS alert,
email or letter) regarding the unauthorized transaction (Cases of phishing/spoofing
such as perpetrated by third parties by creating fake sites etc., for stealing INB
credentials will not fall under this category as customers are prima facie
negligent in verifying the important details like URL/ name of the website/https
features etc.).

b. Limited Liability of a Customer:

A customer shall be liable for the loss occurring due to unauthorized transactions in the
following cases:
(i) Loss is due to negligence by a customer: Such as where he has shared the payment
credentials, the customer will bear the entire loss until he reports the unauthorized
transaction to the Bank. Any loss occurring after reporting of unauthorized transaction
shall be borne by the Bank. It is, therefore, very important to register the complaint,
block the YONO access and acknowledge to customer immediately on receipt of
complaint to avoid liability of this nature on the part of Bank and our officials.

(ii) Responsibility for the unauthorized electronic banking transaction lies neither with
the Bank nor with the customer but lies elsewhere in the system: In the above case, if

153
there is a delay (of four to seven working days after receiving the communication from
he Bank) on the part of the Customer in notifying the Bank for such a transaction, the
per transaction liability of the Customer shall be as per the Bank’s Compensation
Policy. (It will be dealt as per the Compensation Policy 2018, (Limited Liability of a
Customer). If customer reports about the unauthorised transaction between 3 days and
within 7 days of the incident, the same will be dealt with as per Compensation Policy.

c. Zero Liability of the Bank:

Where the customer reports the unauthorized transaction to the bank after 7 days from
the date of said transaction Bank’s liability will be Zero under the extant Compensation
Policy, except in cases of contributory fraud/ negligence/ deficiency on the part of the
Bank (irrespective of whether or not the transaction is reported by the customer).
“As mentioned elsewhere, cases of Phishing/Vishing such as perpetrated by
third parties by creating fake sites etc., for stealing INB credentials will not fall
under this category as customers are prima facie negligent in verifying the
important details like URL/ name of the website/https features etc.”

Shadow Reversal:

As per RBI guidelines “On being notified by the customer, the bank shall credit
(shadow reversal) the amount involved in the unauthorized electronic transaction
to the customer’s account within 10 working days from the date of such
notification by the customer (without waiting for settlement of insurance claim, if
any). The credit shall be value dated to be as of the date of unauthorized
transaction”.

Uploading of Trickle Feed

a) Accordingly, it has been decided by the Bank that shadow reversal (Narration will be
written in customer transaction history) will be provided by DAU-ATM in customer
account on 8th working day of the complaint wherever CMD is unable to analyse the
details in 7 days. The trickle feed file for uploading shadow reversal will be
prepared by the Complaints Management Department (CMD)/ GITC.
b) For providing the shadow reversal and paying / rejecting the claim amount, the
following procedure (Accounting SOP) is to be followed by the operating units:
(It will be dealt as per the Compensation Policy 2018, (Limited Liability of a Customer).
If customer reports about the unauthorised transaction between 3 days and within 7
days of the incident, the same will be dealt with as per Compensation Policy.
I. After, providing shadow reversal in customer’s account, ticket will be
referred/forwarded to the Home branch for resolution as per instructions above. The
claim will be in lodged status in CBS.
II. The branch after getting the status of the complaint in CRM and the instructions of
the CMD, will contact the customer and obtain the Claim form duly filled up and signed
by the claimant (customer) with all the annexures/documents, (In case of YONO Cash
transaction - copy of EJ Logs with 3 preceding & 3 succeeding successful withdrawal
transactions in case of ATM and 3 preceding and 3 succeeding successful financial
transactions in case of ADWM. (to be taken from ATM iAlerts), evidence of customer’s
presence / location at the time / date of incident, CCTV footage).
III. Branch will send the claim form along with the recommendation to LHO through
RBO for resolution as per SOP guidelines within 2 working days of receiving the

154
customer claim form together with relevant documents. Branch will send a copy of the
same to LHO directly as an advance copy.
IV. After receipt of the Claim form at LHO, the SOP Handling Committee based on the
findings/recommendation of the branch and on circumstantial / documentary / system
evidence will take a decision to accept / reject the application. The Committee at LHO
should complete the process within 30 working days from the date of receipt of
scanned copy of the Claim form and documents from the branch including queries from
branch / customer, referral to IO in case of rejection of the Claim. In any case, the
complaint has to be settled within a maximum period of 90 working days from the date
of complaint.

Enquiry of status of claim:

c) The Branch will enquire the status of claims lodged in specified period. For this
purpose, Screen No. 70853 has been provided in CBS. Branch will go to Screen no.
70853.
i. A new enquiry screen will appear for viewing the complaints registered against an
account.
ii. This enquiry screen will have two options E: Enquiry and A: Pay / Reject. For option
E: Enquiry, branch teller will have to mandatorily provide Account number and Date
range (from date and to date) with a maximum of 180 days. System will consider input
date as ‘Transaction date’.
iii. On enquiry, the complaints of that account in all status falling within the given range
will be fetched from new table and displayed in a grid. The grid will display the following
key information.
Account number (with check digit)
Transaction date (dd/mm/yyyy)
Complaint no.
Amount
Date of Complaint (dd/mm/yyyy)
Status (Lodged/Paid/Rejected)
Lodged Date
Date of Payment/Rejection (dd/mm/yyyy)
iv. Grid will display a maximum of 10 records at a time. There will be provision to
enquire for more records. Teller will not be able to ‘Pay’ or ‘Reject’ in the enquiry option.
For option ‘A’ account number and complaint number will be mandatory. System will
fetch and display one record in the grid (with status lodged). The data displayed in this
option will remain the same as in Enquiry option. Teller can select one record and click
on ‘Pay’ or ‘Reject’ button. Along with ‘Pay’ or ‘Reject’ option, teller will have to select a
mandatory dropdown value from the field ‘Type of Complaint’. Dropdown values are as
under:
A: ATM
B: INB
P: POS
E: ECOM
U: UPI
Y: YONO

Acceptance of Application (Claim)

On clicking ‘Pay’ button,

155
Transaction will be allowed only from the account home branch. If payment is attempted
from any other branch, system will throw up error message on the screen.
Customer account will be credited as on transaction date provided in the file (i.e. back
value dated) and account home branch BGL 4899745 will be debited for the purpose.
BGL head will be internally identified by the system based on the ‘Type of Complaint’
selected from the given options. A card file will be created to maintain BGL heads that
will be used for this functionality. BGL will be restricted to specific transactions using
GLSC table. BGL account will be of non-reconciliatory type.
I. SMS alert will be sent to the customer’s registered mobile number.
II. Rs. <Amount> Cr in you’re a/c <XXXXX123456> as claim accepted for Ticket No. <
complaint no.>
III. Status of the complaint in the new table will be updated as ‘P: Paid’. ‘Type of
Complaint’ selected from screen will be stored in this table.
IV. Financial transaction and complaint details as narration will be written in both
customer account transaction history and BGL account transaction history.
V. Narration will be <ddmmyyyy> <complaint no.> <amount paid> where ddmmyyyy is
transaction date. Narration will be shown in customer account statement and passbook
VI. If the claim is accepted, SOP Committee will advise the Nodal Officer for insurance
for filing of insurance claim as laid down in Circular No. R&DB/P&SPDEBITCARD/
5/2019-20 dated 22.05.2019 or as amended from time to time.
d) Rejection of Application (claim)
Where the committee has decided to reject the claim, Option A: ‘Pay’ /Reject will be
invoked. For option “A”, account number and complaint number will be mandatory.
System will fetch and display one record in the grid (with status lodged). Grid data
columns will be just as in Enquiry screen. Teller can select one record and click on
“Reject” button. Along with Pay or Reject option, teller will have to select a mandatory
dropdown value from the field “Type of Complaint”. Dropdown values would be
A: ATM
I: INB
P: POS
E: ECOM
U: UPI
Y: YONO
Transaction will be allowed only from account home branch i. e. if rejection is being
done from any other branch, an error message will be displayed. Status of the
complaint will be updated as R: ‘Rejected’. “Type of complaint” selected from screen will
stored in this table. Account transaction history will show complaint details as
“<ddmmyyyy><complaint no.> <amount> >Rejected”, where ddmmyyyy is transaction
date. Narration will be shown in customer account statement and passbook. SMS will
be sent to the customer in case of rejection as well. “Shadow amount unmarked on a/c
<XXXXX123456> for ‘Ticket No. <complaint no.> as the claim was rejected”. No
financial transaction will take place, only the narration in the account will be marked.
BGL 4899745 specified for debiting payment of unauthorized transactions in respect of
YONO will be debited automatically in case of acceptance of claim.

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KEY LEARNINGS ACHIEVED

With increased adoption of digital and cashless modes of banking, incidents of

miscreants targeting customers and siphoning off their funds have also increased.
Users are being targeted by miscreants and by employing various social engineering
tools, sensitive details like User-IDs, Passwords are being compromised resulting in
unauthorized transactions from Users’ accounts. Ways and mechanism through which
customer can instantly report the transaction and set of rules that Bank need to follow to
deal with it and to provide appropriate, justified, and timely resolution to customers to
ensure customers have faith and trust in using electronic means of transactions.

Reporting: a) IVR b) Email c) SMS d) Website

Compensation Policy:

a. Zero Liability of a Customer

b. Limited Liability of a Customer
c. Zero Liability of the Bank

e-Circular No.: Sl.No.: 1157/2021 – 22 Circular No.: R&DB/S&DB-YONO/4/2021 - 22

Date: Thu 3 Feb 2022.
CHECK YOUR PROGRESS

1. What are the various options available to customer to report

unauthorised transactions?
a) By visiting the branch
b) By Email
c) By SMS
d) All the above

2. As per RBI guidelines, In any case, the complaint must be settled

within a maximum period of _____ days from the date of complaint.
a) 90 days
b) 60 days
c) 30 days
d) 45 days

3. To report Unauthorised transaction through Email, which of the

following is the correct email ID to deactivate user id?
a) unauthorisedreport@sbi.co.in
b) unauthorisedtransactions@sbi.co.in
c) unauthorisedtransaction@sbi.co.in
d) unauthorised@sbi.co.in

***************************************

157
 CERTIFICATE PROGRAMME-ASSOCIATES

MODULE-E
Customer Onboarding

State Bank Foundation Institute ‘Chetana’, Indore

1|Page
Learning Objectives:
 The main objective of this module to provide knowledge about processes of opening of
CIFs for various types of customers/entities and also opening of accounts for these
customers of both the types means deposits as well as loans and will help to our staff in
handling day to day activities more effectively and efficiently.
 There are lot of operational issues involved in our daily activities which require continuous
monitoring and control. Any laxity in this area may have financial implications and may
also lead to business loss and reputational loss.
 Through this module our Associate will learn Creation of CIFs, Account opening
processes, how to select appropriate information in various fields in CBS, How to verify
KYC Score in CBS etc.

Documents to be obtained for opening an account

Verification of documents
CIF creation in CBS
The field details and data to be input (Probable Impact of Erroneous feeding from
Regulatory Compliance perspective including AML CFT angle)

Various types of accounts

FATCA/CRS compliance
A/c related issues
Opening of Deposit accounts in CBS (SB, TD, GOVT, PPF, SSA, corporate accounts,
proprietary firm, companies, partnership firm, trust, unincorporated associations, HUF, Juridical person,
Legacy Account etc.)

Common irregularities in RFIA

Due Diligence at Branches Offline Red Flag Indicators (RFIs)
List of Important Circulars

2|Page
CREATION OF CUSTOMER – PERSONAL PUBLIC

Before proceeding for CIF creation, operating officials must follow the due diligence procedure
and obtain documents, information required for opening of an account.
(a) Account Opening Form (duly filled in)
(b) Photograph of the customer(s)
(c) KYC documents as proof of identity and address
(d) Other mandatory and optional information

The CIF is required to be maintained for all those who are maintaining any relationship with
the bank viz. Account holders, guardians, beneficial owners, power of attorney holders,
guarantors etc.

Before opening any CIF, the operating official should ensure that CIF does not already exist
in the database for the customer for which CIF is being created. The teller will have to
mandatorily provide the Date of Birth, First Name and the Last Name and optional data of
Mobile number and / or ID types etc.

Menu navigation: Customer Management >> Create >> Personal Customer Search
(Screen No.70660 Duplicate CIF Search)

3|Page
In cases where there is any match, the details will be displayed in grid and the branch
should take a view on the details and proceed accordingly. If branch is of the opinion and
takes a view to go for creation of CIF and clicks on the button “Proceed to CIF” creation, a
pop up window will appear in which a teller of higher capability has to provide user name
and password to proceed to the CIF creation screen.

If there is no record is found in CBS database, CIF creation screen (Screen No. 062001) will
be launched by clicking on the prompted button “Proceed to CIF”. The data which is provided
in the search screen, the name, ID number and DOB will be carried forward to the CIF creation
screen and all field except name will be read only. In case of any change required in these
fields, the teller needs to go back to the search screen and provide proper data again.

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The Screen No. 062001 Create Personal Customer Wizard is as under:

Input of data is mandatory for the fields which are aquamarine coloured.

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Note: Though some fields are not mandatory, it is better to fill in the details
comprehensively & correctly in the first instance, to eliminate / reduce CCDP
purification work later.

* If Resident Status is other than “RI”, the Current Country and details of alternate
address also have to be provided. VISA Section details mandatory for NRI and Foreign
National status holders but not for PIO and OCI status holders. Global NRI Center
(GNC) can also change the CIF status from RI to NRI for the linked branches in CBS
besides the ‘Home’ branch.

Click on Transmit button. The transaction will be submitted to checker for

authorization.

On authorization by Checker, an ‘OK’ message will appear at the bottom with a

string of numbers like: 003 8500001764-7 03263 002 032630

The field details and data to be input are discussed hereunder:

SN Field Data Input Remarks Probable Impact of Erroneous feeding

from Regulatory Compliance
perspective including AML CFT angle

1. Residential 1.RI, 2.NRI etc. Choose in  Tax Related Non-

Status* duplicate CIF Compliance
search screen  FEMA related Non-
Compliance
 May lead to wrong
classification of risk
category of the
customer.
 Effect on the
obtention of KYC
document periodicity
due to wrong
classification of risk
category of the
customer
 Error in alert
generation for
transaction
monitoring

2. HNI Code Disabled field. HNI is defined -

through system

6|Page
 on the basis of
average quarterly
balance.
3. E-KYC Key in E-KYC Fetch the data -
Certificate Certificate No. from UIDAI
No.
4. CKYC Key in CKYC -
Number Number
5. INB Key in INB Get the details -
Reference Reference No.
No. / CRM
Number
Personal Details
6. Customer Eg: 010203: Appropriate  Normal, Small or
Type PERSONAL- choice from the Minor. Wrong
PUBLIC- drop down. classification may
OTHERS deny some benefits
that accrue to some
category or may give
wrongful benefits that
does not accrue to
that category, which is
against extant
Regulatory guidelines
 Impacts the Customer
Risk Categorization
 Impacts the
generation of alerts
for transaction
monitoring
 May lead to wrong
reporting to FIU-India

7. PF Index No. For Staff If CIF is for Staff-  Will not get Staff-
Accounts only Mandatory benefits
8. Title Mr. / Mrs. / Ms.  May lead to wrong
/Miss etc. report generation

9. First Name Key in first e.g. Sanjay here  It is to be ensured that

name if full name is no account is opened
Sanjay Kumar in anonymous or
Sharma fictitious/benami
name.

7|Page
  Name Screening
process is done to
ensure that the
identity of the
customer does not
match with any
person or entity,
whose name appears
in the sanctions lists
circulated by Reserve
Bank of India.
 Wrong name may
lead to on- boarding
of a person whose
name appears in the
sanctions lists and
bank may face
Regulatory punitive
action.
 Impact the quality and
result of name
screening against the
negative lists
 May lead to wrong
reporting to FIU-India

10. Middle Name Key in Kumar Keep blank, if Same as explained in point
as middle there no middle no. 09
name name
11. Last Name Key in Sharma Same as explained in point
as last name no. 09
12. Date of Birth Key in using May be picked  No feeding/ wrong
DD/MM/YYYY from the Date- feeding may lead to
format. picker denial of Senior
Citizen benefits by the
system even if they
have become senior
citizen or early giving
benefits who are
actual not the senior
citizens. In both
cases, it will lead to

8|Page
 regulatory guidelines
will be non-compliant
 Minor may open their
accounts in major
head category, may
lead bank to land into
trouble under
Contract Act.
 Impact the quality and
result of name
screening against the
negative lists
 May mislead the case
manager at AML-CFT
while analysing case /
alert generated in the
account (due wrong
calculation of age
such as students/
senior citizen etc.)
 Conversion of
accounts from minor
to major, after the
customer turns 18,
will be impacted

13. Gender / Male/ Female/ Probable Impact of

Cust Code Transgender Erroneous feeding from
Regulatory Compliance
perspective including AML
CFT angle
14. Aadhaar / Key in Get Aadhaar / -
VRN Aadhaar / VRN VRN
No.
15. Nationality IN:INDIA Select relevant  Regulatory guidelines
option from prohibit certain
the dropdown country’s citizens to
menu be on-boarded, Not
feeding document
based correct
Nationality may lead
to on- Boarding of
customers of
blacklisted nations.

9|Page
  Impacts the Customer
Risk Categorization
 Impacts the
generation of alerts
for transaction
monitoring
 May lead to wrong
reporting to FIU-India

16. Marital Status Single/  May lead to wrong

Married/ filing of Regulatory
Divorced / returns May impact
Defacto / the transaction
monitoring process (
Widowed /
such as
Living Apart / single/married/widow)
Not Married /
Unknown
17. Father / Key in the Male’s father/  May lead to lack of
Guardian / relevant name Female’s spouse exercising due
Spouse diligence as per
Customer
Identification
Procedure
 Impact the quality and
result of name
screening against the
negative lists
 May lead to wrong
reporting to FIU-India
 Father name is
required if the
customer has not
provided PAN Card
details.

18. Relative F:Father; G: Make appropriate  May lead to wrong

Code Guardian; choice according reporting to FIU-India
S:Spouse to input in SN.17
19. Visually Yes/No  May lead to wrong
impaired reporting to FIU-India

20. Mother’s Name before Since this  Normal, Small or

maiden name her marriage information is Minor. Wrong
normally not classification may
known to deny some benefits
that accrue to some

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 strangers it can category or may give
be used to verify wrongful benefits that
the identity of the does not accrue to
individual that category, which is
against extant
Regulatory guidelines
 Impacts the Customer
Risk Categorization
 Impacts the
generation of alerts
for transaction
monitoring
 May lead to wrong
reporting to FIU-India
 May lead to lack of
exercising due
diligence as per
customer
identification
procedure.

21. Education 02: Matriculate  May lead to wrong

Code 03: Graduate filing of Regulatory
etc. returns
 Draw wrong
conclusion while
analysing the case /
alert generated on the
customer.
22. Annual Key in the  AML/CFT department
income income undertakes
monitoring of
transactions to
analyse unusual trend
of transactions, un-
matching with the
status of the account
holder. Wrong
feeding of occupation
code or no feeding
may lead AML/CFT
department to draw
wrong conclusion and
wrong reporting to
FIU-IND.

11 | P a g e
  Impact on risk
categorization of the
customer
 Impacts the
generation of alerts
for transaction
monitoring
 Wrong reporting to
FIU-India in ground of
suspicion while filing
STR.

Current / Correspondence / Local Address

(Same as OVD)
23. Door / Flat • Impact on risk
No; Building / categorization of the
Society customer
24. Street / Road • Impacts the
Name / Block generation of alerts for
25. Locality / transaction monitoring
Village / • Wrong reporting to
Tehsil FIU-India in ground of
26. City / Town Enter the first Use the Search suspicion while filing STR.
Code 3 digits of the button / • Impact the quality and
Pin Code keyboard. Use result of name screening
drop down menu. against the negative lists
27. PIN Code Key in PIN ZIP code for NRI • For reaching out to
Code Customer the customer Important
28. Country IN:INDIA Choose from Communication from Bank
drop down may not reach out the
29. Mobile customer, dispatch of ATM
Number card, cheque book etc. may
30. Email fall into wrong hands.
address • wrong reporting under
31. Fax number CBWTR to FIU-IND
32. Phone
(Home)
(Starting with
STD code)
33. Phone
(Business)
(Starting with
STD code)
Census Details

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 34. State Choose from As explained above.
drop down
35. District --do--
36. Sub-district --do--
37. Village/Town Search and
select from the
option
Identification Details
38. Identification Choose from  Impact on risk
Proof drop down categorization of the
39. ID Number Key in ID customer
number  Impacts the
generation of alerts
40. ID issued At Key in place of for transaction
issue of ID monitoring
41. ID issued Key in date in  Wrong reporting to
Date DD/MM/YYYY FIU-India in ground of
42. Address Choose from suspicion while filing
Proof drop down STR.
 Impact the quality and
result of name
screening against the
negative lists
 For reaching out to
the customer
Important
Communication from
Bank may not reach
out the customer,
despatch of ATM
card, cheque book
etc. may fall into
wrong hands.
 wrong reporting under
CBWTR to FIU-IND
43. ID Number Key in ID -
number
44. KYC Details Key in date Choose from date As explained above
updated on when KYC is picker (default is
updated current date)
INB Details
45. Request for Yes/No -
INB
RISK Details
46. Customer LOW/Medium/ Risk  Impacts the Customer
Risk High Categorization as Risk Categorization

13 | P a g e
 per circular due to wrong
instructions from selection of customer
time to time profile customer
profile
 Impacts the
generation of alerts
for transaction
monitoring

47. Cross Border --do--  As explained below.

Risk

48. Country of --do--  For Risk

Risk Management,
Customers shall be
14 categorization as
low, medium and
high-risk category,
based on the
assessment and risk
perception of the
Bank.
 Risk 14
categorization shall
be undertaken based
on certain parameters
and ensuring that
information collected
from different
categories of
customers relating to
the perceived risk, is
non-intrusive and the
same is specified in
the KYC policy.
 Impacts the Customer
Risk Categorization
 Impacts the
generation of alerts
for transaction
monitoring
May lead to wrong reporting
to FIU-India
49. Domestic Do not change Same as explained in point
Risk the default values No. 48.

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 50. Risk category Key in the date Choose from date  As explained in point
updated on of updation picker (default is No. 46.
current date)
51. Threshold Key in the limit Three months  For Monitoring of
Limit income Transaction.
Threshold limit should
be matching with the
status of the account
holder Wrong
conclusion in regard
to filing STR on case /
alert generated by
system.
Additional Details
52. RMME ID Input the ID to If the CIF is to be  Will be deprived off
give tagged with any RMME services
Credit to Relationship
Relationship Manager
Managers
53. Customer Yes / No If Yes, It will -
Evaluation generate a report
Required as to the worth of
Customer for the
bank (in terms of
deposits /
advances /
commission /
exchange)
54. BSR 41:Individual Statutory Requirement
Organisation (Singly or Wrong feeding of BSR Code
Code Jointly)-Male) may result in output of in-
42:Individual accurate data for filing of
(Singly or Regulatory returns and
Jointly)- hence leading to wrong filing
Female of returns
55. Occupation Choose from  Occupation Code to
Code drop down be selected from Drop
Down. In respect of
Not categorized,
Occupation provided
in AOF to be written.
In no case, abstract
values such as “ZZZ”
“aaa” or “123” etc. to
be entered in the field.

15 | P a g e
  AML/CFT department
undertakes
monitoring of
transactions to
analyse unusual trend
of transactions, un-
matching with the
status of the account
holder. Wrong
feeding of occupation
code or no feeding
may lead AML/CFT
department to draw
wrong conclusion and
wrong reporting to
FIU-IND.
 Impact on risk
categorization of the
customer
 Impacts the
generation of alerts
for transaction
monitoring


 in ground of suspicion
while filing STR.

56. Customer Choose from  Filing of Regulatory

Segment drop down returns
Code
57. Consent for Yes / No To keep the customer
Data Sharing information and data
confidential is the basis
feature of banking. Without
customer consent sharing of
Customer information is
against basic banking. Bank
may put itself in legal issues
for sharing data with third
person without customer
consent.
58. Date of Input the date It should be the As explained in point No.
Consent current date 57.

16 | P a g e
Few more additional fields in which teller has to feed data while on-boarding of
customers:

Sr.no. Mandatory Field Probable Impact of Erroneous feeding from Regulatory

shown in CBS Compliance perspective including AML CFT angle
Screen for on-
Boarding of
personal
customer

1. Liberalized KYC-  In order to achieve the aim of 100% Financial

Yes/No Inclusion, RBI has allowed banks to Onboard
customers with Liberalised KYC norms (such as
opening of small accounts) but KYC is to be
completed within prescribed period of 24 months.
 If we do not mark the account as opened under
Liberalised KYC, we may not follow-up for completing
KYC after prescribed period and that may lead to
non-compliance.
 Permitting all transaction, irrespective of value, will
breach RBI Guidelines on ‘Small A/Cs’
 Impacts the Customer Risk Categorization due to
wrong selection of customer profile customer profile
 Impacts the generation of alerts for transaction
monitoring

2. Political exposed  These are high risk category accounts and need
person (PEP) enhanced due diligence and up-dation of periodical
/Relative to PEP risk categorisation. Not categorising a PEP’s account
properly may lead to non-compliance of guidelines of
Money Laundering under PMLA act 2002.
 Impact on risk categorization of the customer
 Impacts the generation of alerts for transaction
monitoring
 Wrong reporting to FIU-India in ground of suspicion
while filing STR.
 Impacts the quality and result of name screening
against the negative lists
3. ISO 3166 Country  FATCA/CRS compliance related issues
code of  May lead to wrong classification of risk of the
jurisdiction of customer
residence

Place/City of birth  Filing of Regulatory returns & MIS

17 | P a g e
 ISO 3166 Country  Filing of Regulatory returns & MIS
Code of Birth

Citizenship  For proper classification

 To stop those citizens whose countries are not
permitted to open accounts in India
 Impact on classification of risk category of the
customer
 Wrong reporting to FIU-India in mandatory report
(Cross Border Wire Transfer Reports-CBWTR)

Country of Tax  Non-compliance of FATCA/CRS guidelines

residence in India  May impact the generation of alerts for transaction
Only and not in monitoring
any other country
or territory outside
India

4. PAN/Form 60  Where Permanent Account Number (PAN) is

obtained, the same shall be verified from the
verification facility of the issuing authority.
 Feeding of wrong PAN number may lead to deduction
of Tax rate, wrong filing of statutory returns at Bank
level etc. May invite penalty from IT Department &
cause reputation risk.
 Form No. 60 as defined in Income-tax Rules, 1962
 Impacts the generation of alerts for transaction
monitoring
 Wrong feeding or non-feeding of PAN details may
lead to wrong information to FIU-India

Relative Code:  Same as above

5. POI- Identity  For proper identification, bank shall undertake

Document identification of customers at the time of
commencement of an account-based relationship
with the customer. Not exercising due diligence in
identifying the customers based on prescribed
documents as per bank’s KYC policy may lead to
punitive action of Regulators
 May lead to frauds and reputation loss.
POI-Document Same as above
number

6. Whether  For safety of staff in case of system being hacked by

document wrongful/fraudulent persons

18 | P a g e
 received as part  May invite adverse remark from Regulator / FIU-India
of the account in case such documents are desired by the
opening process Regulator.
have been
verified and found
correct and
reliable: Y/N

7. Probable US  FATCA compliance

reportable
account

Whether other  FATCA compliance

reportable  May impact the quality of alert analysis
account

STEP BY STEP GUIDE FOR CAPTURING DUE DILIGENCE FOR NEW INDIVIDUAL CIF
FOR FATCA AND CRS.
Customer ManagementFATCA/CRS DetailsOn boardingIndividualDetails
capture for personal Customers.
Click on the FATCA/CRS Details Capturing Menu, Prompt Screen 70700 will be
scheduled.
Select “Create”, enter CIF number and Transit. Screen 70701 will be scheduled.
Case 1: Tax Resident of India only and not in any other country or territory outside
India
Screen 70701- Details capture screen
a. Please fill the details of the individual in all the related fields.
b. Please mark ‘Yes” In the field “Country of Tax Residence in India only and not in any
other country or territory outside India”.
c. Transmit and authorize the screen. The due diligence will get completed and the CIF will
be out of the purview of reporting.

Case 2: Place/Country of birth in US and relinquished US citizenship.

a. If the account holder has place/country of birth in US, fill country of birth as US. If he/she
has submitted documents that establish that he/she has relinquished US citizenship, then
mark “Yes” in the field “Whether the account holder has relinquished US citizenship.
b. The CIF will out of the purview of reporting.

19 | P a g e
Case 3: Place/Country of birth in US and not relinquished US citizenship.
a. If the account holder has place/country of birth in US, fill country of birth as US. If he/she
has not submitted documents that establish that he/she has relinquished US citizenship, then
mark “No” in the field “Whether the account holder has relinquished US citizenship”.
b. The CIF will be marked as “Probable US Reportable Accounts”. (The account holder will
be reported as ‘US Reportable account” if the balance at the CIF exceeds USD 50000 as on
31st December of the Calendar Year).

Case 4: Country of tax residency other than India

a. If the Country of tax residency is other than India, then mark “No” in the field “Country of
Tax Residence in India only and not in any other country or territory outside India”.
b. Mark the “Country of Tax residence” from the drop dropdown as either US or other than
US as applicable.
c. The CIF will become “Probable US Reportable” if country of tax residence is selected as
US. The CIF will become “Other Reportable(CRS)” if country of tax residence is selected
other than India and US.
CHECKING KYC SCORE:
Menu Navigation: Customer Management >> Amend >> Customer Details.
Screen Number 067050 CIF: Change Details will be opened.

Click on Transmit.
Screen Number 067100 CIF: Change Identification details will appear.

20 | P a g e
Here KYC Score of the customer can be viewed. This screen can be used for adding more
ID details for the CIF. For adding additional IDs choose the relevant ‘Type’, enter ID details,
type C under Function and click on Transmit button.

CIF will be opened only with valid combination of ID and Address proof which together will
constitute 110 points or ID with Address proof having 110 points.

21 | P a g e
With the improvement in technology and Universal Identification in India (Aadhar) a SB
account can be opened through multiple channels as under:

1. Through Account opening form (AOF)

2. Through Online

3. Through YONO app (INSTA DIGITAL Savings Account)

4. Through TAB banking

5. SBI In-touch branches

Documents to be obtained for opening an account:

The following documents can only be accepted as proof of identity and proof of address along
with account opening form:

(a) Permanent Account Number (PAN) or the equivalent e-document thereof or Form No.
60 (except in case of small accounts);
(b) Photograph; and
(c) Aadhaar number or Certified copy of any Officially Valid Documents (OVDs) or the
equivalent e-document thereof, as mentioned hereunder, containing details of
customer’s identity and current address; and
(d) such other documents including in respect of the nature of business and financial
status of the customer, or the equivalent e-documents thereof as may be required by
the Bank

Officially Valid Documents (OVDs) means:

(i) Proof of possession of Aadhaar Number,
(ii) Passport,
(iii) Driving license,
(iv) Voter's Identity Card issued by Election Commission of India,
(v) Job card issued by NREGA duly signed by an officer of the State Government,
(vi) Letter issued by the National Population Register containing details of name
and address.

Documents: PAN or Form-60 and photograph are mandatorily to be obtained. If PAN is

provided by the customer, it will be reckoned as a proof of identity and another OVD for proof
of address needs to be submitted by the customer.

22 | P a g e
Customer Provides Aadhaar Number: If the customer, at the time of on-boarding,
voluntarily provides Aadhaar number for identification purpose or for receiving any benefit or
subsidy under any scheme notified under section 7 of the Aadhaar (Targeted Delivery of
Financial and Other subsidies, Benefits and Services) Act, 2016, the branches shall carry out
biometric based e-KYC authentication of Aadhaar number mandatorily upon receipt of
suitable consent / declaration from the customer In such cases the customer need not submit
copy of Aadhaar or any other OVD or Photograph./9/this facility is only available where
customer has provided Aadhaar Voluntarily and has undergone e-KYC authentication)

Current address differs from Aadhaar address: In cases where the customer wants to
provide current address which is different from the address as per the identity information
available in Central Identities Data Repository, a self-declaration may be obtained from the
customer to that effect and such current address may be entered in CBS.

Equivalent e-document: Where the customer submits an equivalent e-document of any

OVD, the branches shall verify the digital signature of the issuing authority and take a live
photo as per procedure under digital KYC.

Verification of Documents: Documents accepted shall be verified through internet using

website of Government / concerned authority wherever such information is available online
and shall be compared with the original and recording the same on the copy by the authorized
officer of the Bank. Various sites as furnished hereunder through which the documents can
be verified online.

SN Menu and address of the sites What to be verified

1. https://incometaxindiaefiling.gov.in >> Select know PAN of Customer / PAN of
your jurisdictional A.O employer as per form 16
2. https://www.mahaonline.gov.in/NSDG/PANDetails/ -do-
MahaonlinePAN.aspx
3. https://incometaxindiaefi TAN of customer
ling.gov.in >> Select know your TAN
4. https://www.tinxsys.com/TinxsysInternetWeb/index.jsp TIN of customer
>> Dealer/Form Search >> I agree >> Search By TIN
5. https://cbec-easiest.gov.in/EST >> Assessee Code STRN of customer
Based Search
6. https://contents.tdscpc.gov.in/ >> Tax Payer >> View Form 16
TDS/TCS Credit >> verification code >> verify TDS
Certificate
7. https://incometaxindiaefiling.gov.in >> ITR-V Receipt Status of Acknowledgement
Status receipt (ITR-V)
8. https://tin.tin.nsdl.com/oltas/servlet/QueryTaxpaye Tax Paid Challan
rAjax

23 | P a g e
 9. (a) CA Membership No: www.icai.org >> members >> Chartered Accountant
members Directory search >> As on Date >> Search membership number and
members database by Membership No. as on date their Firm’s Regn. No.
(b) CA’s Firm Regd. No: www.icai.org >> members >> verification
List of Firms as on……..
10. Aadhaar Number e-KYC
Proof of possession of Aadhaar Offline Verification / Digital
KYC (where e-KYC is not
done)
11. http://eci.nic.in/eci/eci.html Voter ID
(i) Name in voter ID >> State >> electoral photo ID card
number OR
(ii) National Electoral Search >> Search by Details or
Search by EPIC >> feed details or EPIC
12. Sites of respective service provider / vendors, if facility Telephone bill / electricity bill
available etc

Deemed OVD: If the OVD furnished by the customer does not contain updated address, the
following documents or the equivalent e-documents thereof shall be deemed to be OVDs for
the limited purpose of proof of address:
(i) Utility bill which is not more than two months old of any service provider (electricity,
telephone, post-paid mobile phone, piped gas, water bill);
(ii) Property or Municipal tax receipt;
(iii) Pension or family pension payment orders (PPOs) issued to retired employees by
(iv) Government or Central Government Departments, statutory or regulatory bodies, public
sector undertakings, scheduled commercial banks, financial Institutions, listed companies
and lease and licence agreements with such employers allotting official accommodation.

[Provided that the customer shall submit OVD updated with current address within
a period of three months of submitting the above documents]

Explanation: For the purpose of this clause, a document shall be deemed to be an OVD
even if there is a change in the name subsequent to its issuance provided it is supported
by a marriage certificate issued by the State Government or Gazette notification,
indicating such a change of name.

OVD submitted by foreign national: In case the OVD submitted by a foreign national does
not contain the details of address, in such case the documents issued by the Government
departments of foreign jurisdictions and letter issued by the Foreign Embassy or Mission in
India shall be accepted as proof of address.

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Additional customer information: Additional customer information to create customer
profile, which is required for the purpose of risk categorization and transaction monitoring, is
to be obtained.

Various Types of Accounts

 Small Accounts: In case an individual customer who does not have OVD and PAN
and desires to open a bank account, a “Small Account” may be opened with following
limitations.
(i) the aggregate of all credits in a financial year does not exceed rupees one lakh;
(ii) the aggregate of all withdrawals and transfers in a month does not exceed rupees ten
thousand; and
(iii) the balance at any point of time does not exceed rupees fifty thousand.
While opening Small accounts will obtain a self-attested photograph of the customer. The
authorised officer under his signature will certify that the person opening the account has
affixed his signature or thumb impression in his presence, Provided:
(i) The stipulated monthly and annual limits on aggregate of transactions and balance
requirements in such accounts are not breached, before a transaction is allowed to take
place.
(ii) The account shall remain operational initially for a period of twelve months which can
be extended for a further period of twelve months, provided the account holder applies
and furnishes evidence of having applied for any of the OVDs during the first twelve
months of the opening of the said account.
(iii) The entire relaxation provisions shall be reviewed after twenty-four months.
(iv) The account shall be monitored and when there is suspicion of money laundering or
financing of terrorism activities or other high-risk scenarios, the identity of the customer
shall be established through the production of an OVD.
(v) Foreign remittance shall not be allowed to be credited into the account unless the identity
of the customer is fully established through the production of an OVD and PAN or Form
60 as the case may be.
(vi) At the time of opening a Small Account, if the individual is a prisoner in a jail, his
signature or thumb impression shall be affixed in presence of the officer-in-charge of the
jail and the said officer shall certify the same under his signature.
(vii) Such accounts will remain operational on annual submission of certificate of proof of
address issued by the officer-in-charge of the jail. The usual requirement of submission
of proof of application for Officially Valid Document (OVD) within 12 months or review of
relaxation after 24 months will not apply in these cases.

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Explanation 1: Where the individual customer maintaining a Small account is a prisoner in a
jail, the account shall remain operational on annual submission of certificate of proof of
address issued by the officer in charge of the jail.

As regards opening of accounts and relevant documents in case of Self Help Group
and Foreign Students Studying in India, details are provided vide module viz. Due
Diligence’ which may please be referred.

ENHANCED DUE DILIGENCE

 Individual NRE Accounts

(a) The following documents to be obtained apart from other regular documents:

Passport and Visa Copies, duly attested by

Passport and Visa Copies, duly attested by

Certified Copy: In respect of Non-Resident Indians (NRIs) and Persons of Indian Origin (PIOs), the original
certified copy, certified by any one of the following, may be obtained:

Note – Changes as per C.No.204 /2021 - 22 Date: Tue 1 Jun 2021 Replace the above matter in red colour
with matter in yellow colour.

(i) authorised officials of overseas branches of Scheduled Commercial Banks registered in

India,
(ii) branches of overseas banks with whom Indian banks have relationships,
(iii) Notary Public abroad,
(iv) Court Magistrate,
(v) Judge,
(vi) Indian Embassy/Consulate General in the country where the non-resident customer
resides.

NRI customers who want to open accounts without visiting the branch will be treated as “Non-
Face-to-Face” customers and necessary due diligence, as applicable to “Non Face-to-Face”
customers, needs to be done.

(b) Persons of Indian Origin (PIO) and Overseas Citizen of India (OCI) who are desirous of
opening NRO / NRE / FCNB(B) accounts are required to submit ANY ONE of following
documents in addition to the copy of passport, while opening such accounts.

(a) Copy of PIO / OCI Card issued by Govt. of India.

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 (ii) Copy of relevant pages of passport of parents or grandparents, establishing them as
NRI / Indian origin.
(iii) Copy of marriage certificate establishing the spouse as NRI/Indian origin.

 Accounts of Non-Face-to-Face Customers (other than Aadhaar OTP based on-

boarding):
(a) Non-face-to-face customers are those with whom the Branch has not had direct
interaction at the time of opening the account. With the introduction of telephone and
electronic banking, accounts are being opened by banks for customers without the need
for customer to visit the branch.
In case of non-face-to-face customers, apart from applying usual customer identification
procedures, there must be specific and adequate procedures to mitigate the higher risk
involved. Branch/Business Units shall ensure that the first payment is to be effected
through the customer's KYC-complied account with another Bank Branch, for enhanced
due diligence of non-face-to-face customers.
Explanation: Accounts opened on the basis of V-CIP of Video KYC are to be treated as
face to face and above restriction does not apply.
(b) Certification of all documents presented should be insisted upon and, if necessary,
additional documents may be called for. In case of cross-border customers, there is
additional difficulty of matching the customer with the documentation and the bank may
have to rely on third party certification. In such cases, it must be ensured that the third
party is a regulated and supervised entity and has adequate KYC systems in place as
responsibility for correctness of identity / residence proof lies with the branch monitoring
such account or handling one off transaction.
(c) For NRI customers who opened the account without visiting the branch, Branches should
insist on certification of documents for photo ID and proof of residence by either of the
following:
(b) Passport and Visa Copies, duly attested by
(c) (i) authorised officials of overseas branches of Scheduled Commercial Banks
registered in India,
(d) (ii) branches of overseas banks with whom Indian banks have relationships,
(e) (iii) Notary Public abroad,
(f) (iv) Court Magistrate,
(g) (v) Judge,
(h) (vi) Indian Embassy/Consulate General in the country where the non-resident
customer resides.

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(a) Further, branches may also accept verification of documents by officers of correspondent
banks whose signatures are verifiable through an authorized (A / B category Forex
handling Branch) branch of the Bank.

Branches shall ensure that the first payment is to be effected through the customer's KYC-
complied account with another Bank Branch, for enhanced due diligence of non-face-to-face
customers.

Accounts of Politically Exposed Persons (PEP)

(a) Politically exposed persons are individuals who are or have been entrusted with
prominent public function in a foreign country, e.g. Heads of States or of Governments,
senior politicians, senior government / judicial / military officers, senior executives of
state-owned corporations, important political party officials, etc.
(b) Branches should gather sufficient information on any person / customer of this category
intending to establish a relationship and check all the information available on the person
in the public domain.
(c) Branches should verify the identity of the person and seek information about the sources
of funds, accounts of family members and close relatives, before accepting the PEP as a
customer.
(d) Branches should open such accounts with the approval of controllers in respect of
branches / BPR outfits headed by officials of Junior Management / Middle Management.
In respect of branches / BPR outfits headed by officers of Senior Management and above,
such approval should be accorded by the branch / operating unit head in person.
(e) Such accounts should be subjected to enhanced monitoring on an ongoing basis.
(f) In the event of an existing customer or the beneficial owner of an existing account,
subsequently becoming a PEP, Branches should obtain necessary approval to continue
the business relationship and subject the account to the Enhanced Customer Due
Diligence (EDD) measures as applicable to the customers of PEP category including
enhanced monitoring on an ongoing basis.

These instructions are also applicable to accounts where a PEP is the ultimate beneficial
owner.

Client Accounts Opened by Professional Intermediaries

(a) When the bank has knowledge or reason to believe that the client account opened by a
professional intermediary is on behalf of a single client, that client must be identified.

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(b) Banks may hold ‘pooled’ accounts managed by professional intermediaries on behalf of
entities like mutual funds, pension funds or other types of funds.
(c) Banks also maintain ‘pooled’ accounts managed by lawyers / chartered accountants or
stockbrokers for funds held ‘on deposit’ or ‘in escrow’ for a range of clients.
(d) Accounts of such professional intermediaries who are bound by any client confidentiality
that prohibits disclosure of the client details to the Bank should not be opened.
(e) All the beneficial owners shall be identified where funds held by the intermediaries are
not co-mingled at the bank level and there are ‘subaccounts’, each of them attributable to
a beneficial owner. Where such funds are co-mingled at the bank, the bank should still
look through to the beneficial owners.
(f) Where the Branches / BUs rely on the ‘customer due diligence’ (CDD) done by an
intermediary, they should satisfy themselves that the intermediary is regulated and
supervised and has adequate systems in place to comply with the KYC requirements.
(g) It should be understood that the ultimate responsibility for knowing the customer lies with
the bank

Explanation: Enhanced due diligence is to carried out at the time of opening accounts by
intermediaries such as guardians of estates, executors, administrators, assignees, receivers
etc. e.g. while opening of the account of an administrator of the estate, it would be necessary
to examine the Letter of Administration (Authority) as it would give a clear picture of the assets
of the estate.

ADDITIONAL CLARIFICATIONS FOR

Accounts of Minors
(a) Minors who can adhere to uniform signature and are not less than ten years old, can open
accounts in their single name. In such cases, KYC procedure for identification / address
verification as in case of any other individual would apply.
(b) For minors below the age of 10 years or whose accounts are operated by Parents /
Guardian, Proof of Date of Birth of Minor, Photograph of guardian and KYC of guardian
shall be obtained.
(c) Wherever PAN of minor is not available, Form 60 is to be obtained, which shall be signed
by Parent / Guardian only.
(d) Minors on attaining majority shall submit their Fresh Photographs, Copy of PAN card or
Form 60 along with the appropriate KYC documents.

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OPENING OF DEPOSIT ACCOUNT IN CBS

In CBS the Product Codes are built for various liability products viz. Saving Bank, Current
Account, Time Deposits based on the product specific Bank’s business rules. These Product
Specific Rules are handled by CBS through two important 4-digit parameters called (i)
Account Type and (ii) Interest Category or Sub Type. These parameters are fed to the System
in the Account Opening Menu in the following manner:

Account Type Interest Category / Sub Type

N N N N N N N N
Product Type Currency Term/Location Currency

These product codes are available at SB Times >> Useful Links >> Data Warehouse Portal
>> CBS List of Products and by making search of “Codes” in service desk portal.

DUE DILIGENCE PROCEDURE FOR NON-INDIVIDUALS CUSTOMERS

For opening accounts of non-individuals (entities), identification information of individuals,
who are Proprietor(s) / Partner(s) / Beneficial Owner(s) / Authorised Signatories shall be
obtained, as detailed for individual customers.

Besides prescribed application forms and photographs of persons who will be operating the
account, documents shown in each section below, against the entity type are required to be
obtained for such accounts.

Branches to ensure that debit activation to Non-Individual Current Accounts are allowed only
after obtaining confirmation from LCPC with regard to 100% KYC compliance.

Since the necessary functionalities are not available in CBS and need to be developed, to
implement the process without delay, it has been approved to impose debit freeze in CBS
through Screen No.9091 and ensure that INB facility and cheque books are not issued till the
confirmation of 100% KYC compliance by LCPC.

Sole Proprietary Firms: While opening account of proprietary concerns, the branches shall
obtain prescribed documents or the equivalent e-documents for both proprietary concerns as
well as proprietor. The identification information to be obtained for the proprietor shall be same
documents as detailed for individual customers.
For proprietary firm, any two of the following documents or the equivalent e-documents
thereof as a proof of business activity in the name of the proprietary firm shall be obtained.
(i) Registration certificate (in the case of a registered concern),
(ii) Certificate / license issued by the Municipal authorities under Shop & Establishment Act,

30 | P a g e
 (iii) Sales and Income Tax returns,
(iv) CST / VAT / GST certificate (provisional/final),
(v) Certificate / Registration document issued by Sales Tax / Service Tax / Professional Tax
authorities,
(vi) IEC (Importer Exporter Code) issued to the proprietary concern by office of DGFT /
License / Certificate of practice issued in the name of the proprietary concern by any
professional body incorporated under a statute.
(vii) The complete Income Tax Return (not just the acknowledgement) in the name of the
sole proprietor where the firm’s income is reflected, duly authenticated / acknowledged
by the Income Tax authorities.
(viii) Utility bills such as electricity, water and landline telephone bills in the name of the
proprietary concern.
Explanation: In cases where the Bank is satisfied that it is not possible for the Proprietary
concern to furnish two documents, the Branches can exercise the discretion and accept only
one of the above document as activity proof. In such cases, Branches should undertake
contact point verification, to collect such information as would be required to establish the
existence of such firm, and satisfy themselves that the business activity has been verified
from the address of the proprietary concern. The record of such contact point verification
should be placed along with the AOF and other KYC documents.

Companies: For opening an account of a company, certified copies of each of the following
documents or the equivalent e-documents thereof are required to be obtained for customer
identification.
(i) Certificate of Incorporation;
(ii) Memorandum and Articles of Association;
(iii) Permanent Account Number of the company ;
(iv) A resolution from the Board of Directors and power of attorney granted to its managers,
officers or employees to transact on its behalf; and
(v) Copies of the OVDs, containing details of his identity and address, one recent
photograph and PAN / Form 60 in respect of beneficial owners, managers, officers or
employees holding an attorney to transact on its behalf.
Explanation: Where the customer or the owner of the controlling interest is a company listed
on a stock exchange, or is a subsidiary of such a company, it is not necessary to identify and
verify the identity of any shareholder or beneficial owner of such companies.

Partnership Firms: For opening an account of a partnership firm, certified copies of each of
the following documents or the equivalent e-documents thereof are required to be obtained
for customer identification:
(i) Registration Certificate;

31 | P a g e
 (ii) Partnership deed; and
(iii) Permanent Account Number of the Partnership firm;
(iv) Copies of the OVDs, containing details of his identity and address, one recent
photograph and PAN / Form 60 in respect of beneficial owner, managers, officers
or employees, as the case may be, holding an attorney to transact on its behalf.
(v) Partnership Letter(cos-37) is also mandatory to open Partnership Account

Trusts / Foundations: For opening an account of a Trust / Foundation, certified copies of

each of the following documents or the equivalent e-documents thereof are required to be
obtained for customer identification:
(i) Registration certificate;
(ii) Trust deed;
(iii) Permanent Account Number or Form 60 of the Trust / Foundation,
(iv) Copies of the OVDs, containing details of his identity and address, one recent
Photograph and PAN / Form 60 in respect of beneficial owner, managers, officers
or employees, as the case may be, holding an attorney to transact on its behalf.
Explanation: In cases of trust / nominee or fiduciary accounts, whether the customer is
acting on behalf of another person as trustee / nominee or any other intermediary shall
be determined. In such cases, for satisfactory evidence of the identity for opening an
account of a trust, one copy of the documents is required to be obtained for customer
identification.

(Note: Unregistered Trusts / Partnership firms shall be included under the term
‘unincorporated association’ for detail guidelines please refer R&DB/OPS-
KYC/KYC/9/2020 – 21, Date:5 Dec 2020)

Accounts of Unincorporated Associations or Body of Individuals: For opening accounts

of an unincorporated association or a body of individuals, certified copies of each of the
following documents or the equivalent e-documents thereof is required to be obtained:
(i) Resolution of the managing body of such association or body of individuals;
(ii) Permanent Account Number or Form 60 of the Unincorporated Association or a
Body of Individuals
(iii) Power of attorney granted to transact on its behalf;
(iv) Copies of the OVDs, containing details of his identity and address, one recent
photograph and PAN / Form 60 in respect of beneficial owner, managers, officers
or employees, as the case may be, the person holding an attorney to transact on
its behalf and
(v) Such information as may be required to collectively establish the legal existence of
such an association or body of individuals.

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Explanation 1: Unregistered trusts / partnership firms shall be included under the term
‘unincorporated association’.
Explanation 2: Term ‘body of individuals’ includes societies.

Hindu Undivided Family (HUF):

For opening accounts of an HUF, copies of each of the following documents or the equivalent
e-documents thereof are required to be obtained:
(i) Declaration from the Karta,
(ii) PAN OR Form 60 of the HUF,
(iii) Copies of OVDs, containing details of identity and address, one recent photograph
and PAN / Form 60 of the Karta, and
(iv) Prescribed Joint Hindu Family Letter signed by all the adult coparceners.

Accounts of Juridical Persons:

While opening accounts of Juridical persons such as Government or its Departments,
Societies, Universities and local bodies like Village Panchayats, certified copies of the
following documents or the equivalent e-documents thereof shall be obtained:
(i) Document showing name of the person authorized to act on behalf of the entity.
(ii) Copies of the OVDs as proof of identity & address, one recent Photograph and
PAN / Form 60 of the person holding an attorney to transact on its behalf and
(iii) Such documents as may be required to establish the legal existence of such an
entity / juridical person.

Legacy Accounts:
Customers who are already having an account based relationship with the Bank shall submit
the Permanent Account Number (PAN) or equivalent e-document thereof or Form 60 on or
before such date as may be notified by the Government of India, failing which the account
shall temporarily cease to be operational till the time the PAN or Form 60 is submitted by the
customer.
Explanation -1: Before the account ceases to be temporarily operational, Bank shall give the
customer accessible notice and a reasonable opportunity to rectify the position.
Explanation-2:“Temporary ceasing of operations” in an account means the temporary
suspension of all transactions or activities in relation to that account by the Bank till such time
the customer complies with the provisions of this clause.

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Explanation-3: If such a customer gives notice in writing that he/she does not want to submit
the PAN / Form60, the account of the customer with the Bank shall be closed, and all
obligations due in relation to the account shall be appropriately settled after establishing the
identity of the customer, in the manner specified by Bank.

For ENHANCED DUE DILIGENCE in case of Trust / Nominee or Fiduciary Accounts

Accounts of Companies and Firms, Client Accounts Opened by Professional
Intermediaries, details are provided in module viz. ‘Enhanced Due Diligence’ which
may please be referred.

Do & Don`ts for operating Units/ Functionaries:

DO’s
1. GENERAL: -

 The extant provisions/regulations/guidelines issued by Bank/RBI/DGFT must be

followed.
 The provisions of extant FEMA/DGFT/Bank must be meticulously followed and
reference to extant “Manual of Forex Operations” compiled by GMU, Kolkata is highly
desirable.
 Meticulously follow the instructions for conducting manual due diligence during trade
transactions (e-Circular No. IBG/IBG-Domestic (IBD)/41/2019-20 dated 09/12/2019
and IBG/IBG-Domestic (IBD)/46/2018-19 dated 12/12/2018).
 Any violation must be viewed with suspicion and required filing of STR with AMLCFT
Deptt.
 Ensure that performance of our compliance responsibilities do not result in denial of
services to a genuine customer.
 Ensure compliance of Statutory / Regulatory / Bank’s Circular instructions issued from
time to time.
 Carry out random review of transactions in A/C of companies to find un-reasonable
variances from Balance Sheet / business profile.
 Allow investment in Fixed Deposits only through SB/CA of customers and never
through Cash.
 Pay Fixed Deposits (matured / pre-matured) only through customer's SB/CA and not
in cash.
 Always use Bank's approved courier services / P&T Deptt for sending A/C opening
forms / copy of OVDs to LCPC's / AML-CFT Deptt.
 Properly record Near Miss Event (NME) incidences on Incidence Management Module
(IMM) available on SBI Times.
 Follow appropriate steps in respect of reporting positive matches occurred in negative
lists of Name Screening as per instructions contained in e-Circular no. AML-CFT/AML-
CFT MEASURES/5/2020-21 dated 31.07.2020.
Circular No.: AML-CFT/AML-CFTMEASURES/1/2021 - 22 Date: Tue 3 Aug 2021

34 | P a g e
  Report suspicious transactions found in OTMS to AML-CFT Deptt.
 Accounts opened by CSP especially TINY/Basic/PMJDY accounts to be checked and
monitored carefully. In case of abnormal transactions, report to AML/CFT Deptt.
 Always be on alert for unusual / suspicious behaviour of existing / prospective
customers for initiating desired action proactively. Go through indicative alert scenario
list contained in e-Circular No. RIT&S/AML-CFT-MEASURES/4/2018-19 dated
02/07/2018.
 Adopting the practice of formal / brief enquiries regarding transactions as it works as
an effective deterrence against suspicious attempts by miscreants.
 Immediately report to your controller or report to AML-CFT Deptt, Corporate Center,
Jaipur wherever suspicion is raised about misuse of any account / involvement of any
customer in money-laundering / Terror Funding activities / other illegal (cheating etc.)
activities.
 Transactions in accounts of customers (like students, migrant labourers, temporary
workers etc.) apparently not matching with financial profile should be discreetly
enquired into to detect the possibilities of their misuse as Money Mule.
 Sensitize the customers against any attempts of cheating by miscreants using Hoax
Calling and Fictitious Offer of Fund
 Whenever, you have been required any information from AML-CFT Deptt. regarding
customer’s profile / transactions either directly or through AGM SI of your Circle, never
share such internal communications with the customer concerned. For collecting
desired information from customer, initiate interaction in the pretext of courtesy call /
business mobilization / Cross selling etc.
 Attend e-mails of Branch regularly and promptly respond to the AML-CFT queries
through e-mails.
 Ensure prompt furnishing of A/C statement, A/C opening forms, OVDs & other
information to AML-CFT Deptt. for its onward submission to FIU-IND/LEAs, whenever
demanded.
 Keep record of communication from AML-CFT Deptt. / LEAs & detail of its disposal.
For this, a backup register should be maintained.
 Download monthly CTR (Reports of high value cash transactions) from AML/CFT site
at SBI Times (files are uploaded every month for respective Circles) and analyze the
reasonability of transactions keeping in view the customer's profile. Suspicions
observed, if any, has to be reported immediately to AML/CFT Deptt.
 Preservation of records / transaction vouchers and its prompt availability has to be
ensured as advised in e-Circular No. R&DB/OPS-KYC/KYC/4/2019-20 dated
27/05/2019.
 Utilize online reporting functionality to report instances of detection of counterfeit
currency notes promptly through portal available under SBI Times on real time basis
without exception. Delayed reporting of such detections is not acceptable at all.
 Obtain and record the correct occupation of customers in CBS wherever, “Others / Not
Categorized” has been recorded.
 Obtain and record the correct annual income / turnover of customers in CBS.

35 | P a g e
  Letters / communications sent at recorded address and returned undelivered for want
of correct address, especially in newly opened accounts should be perceived as
warning signal and actions should be initiated in terms of SOP for putting of hold / stop
in account circulated vide e-Circular No. R&DB/BOD-GB/50/2017-18 dated
17.11.2017.

SEEDING OF CORRECT INFORMATION / DATA IN CBS

 All information entered into CBS system must be correct and accurate.
 Always record the name of customer, parents and address in full for carrying out
accurate search / scanning, whenever required.
 Ensure that Mobile number is correct (in 10 digits) and seeded in CBS correctly
 Wherever applicable, obtain information regarding exact nature of activity of customer
/ entities invariably in Account opening form and accordingly feed in CBS compulsorily.
 In case of Companies, serial number of Certificate of Incorporation must be keyed in
at appropriate field in CBS.
 Ensure to obtain and feed annual income in case of individuals and annual turnover in
case of entities.
 Wherever, it is detected that any account has been erroneously opened using
“Inappropriate / erroneous Product Code”, the error must be rectified in CBS
immediately.
 At the time of on boarding of customers, carry out Risk categorization in terms of Banks
extant instruction and record it in CBS correctly.
 While opening A/c of Companies / firms / trusts etc., go through the documents
submitted carefully especially to know the details of Beneficial Owners. Record %age
ownership of Partners / Beneficial owners etc in Account opening form as well as in
CBS at fields specified. CDD to be carried out invariably of all Beneficial owners as
well as of all signatories (Please refer SOP on BO vide e-Circular No. R&DB/OPS-
KYC/13/2017–18 dated 21.02.2018 and R&DB/OPS-KYC/KYC/2/ 2020–21 dated
28.05.2020).
 Always key in full name of applicant/beneficiary in Demand Draft/IOI in CBS without
fail.
 Always give clear /complete narration of transaction to extent possible in CBS.
 Shortlist the accounts of Trusts / Non-Profit Organizations (NPOs) / NGOs maintaining
accounts at your Branch and verify whether correct product code has been used. If
product code has been used other than applicable to Trusts/NGOs, please carry out
rectification in CBS immediately in terms of guidelines given in eCircular No.
NBG/BOD-KYC/101/2014-15 dated 31.12.2014, No. NBG/TBULTP/1/2020-21 dated
04.04.2020 and No. NBG/TBU-LTP/7/2020-21 dated 12.06.2020. Wrong product code
results in non-reporting of correct data to FIUIND in monthly NTR.
 Go through the contents of e-Circular No. IT/GLOBALIT-ITRSNC/37/2016–17 dated
31.03.2017 regarding instruction of restriction on opening of parking / pooling accounts

36 | P a g e
 under current / saving heads and closure of parking / pooling accounts with debit
balances and ensure compliance.

GUIDELINES FOR CONTROLLING OFFICES

 Visiting officials from the Controlling Offices / RBOs to inspect record of communication
from AML/CFT Deptt. as well as from various LEAs and quality / promptness in
responding.
 Controllers to include AML-CFT concerns as one of the topics under discussion during
every P-review meeting.
 Visiting officials from the RBOs to carry out random checking of KYC procedure &
practice in vogue at the Branch and quality of data inputs during account opening in
CBS, in respect of some recently opened accounts.
 Guide Branches / Operating Units to comply with RFIA value statements (eCircular no.
AML-CFT/AML-CFT MEASURES/2/2020-21 dated 09.07.2020) and AML-CFT
directives for an effective and responsive system in the Bank.

AT THE TIME OF ON-BOARDING: -

 The accounts must be KYC compliant and their periodic updation vis-a-vis Risk Rating
must be in place. As a prudential measure, Physical verification of KYC in respect of
standalone accounts must be done. EDD is to be exercised in case of nonpersonal
current accounts (Proprietary/partnership/private limited).
 The beneficial owner of the A/Cs must be established as per extant instructions. This
is essential to identify the credentials of true owners and to detect the impersonations.
 The means of customer must be established, and suitable threshold limit must be fixed
in CBS. This can be done by verifying the past financial statements including ITRs
irrespective of their borrowal status. In case of breach of above fixed threshold, EDD
and TDD (Transactional Due Diligence) must be done before allowing transaction.

CURRENT ACCOUNT CUSTOMERS:

 Customers not having any borrowing arrangements should be maintaining a

satisfactorily conducted account with us for a period of at least 12 months, before
Trade transactions may be handled for them.
 The conduct of the account may be judged by the following:

(a) It should be KYC compliant. No transactions will be handled for noncompliant

accounts.

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 (b) Monitoring of cheque / bill return incidents in the account. Frequent incidents of this
nature will be a red flag and invite further scrutiny before undertaking Forex
transactions.
(c) The transactions in the account should not have resulted in filing of STR in the
previous 12 months.
(d) Value of forex transaction being handled should be consistent with the nature / level
of activity in the account.
(e) Annual reports/Balance sheets for the previous year's needs to be perused to
ascertain the genuineness of transactions requested viz activity, direction of
business, volume etc. or
Certificate from the Statutory Auditors detailing the volumes of imports in the
preceding 3 years may be obtained to ascertain genuineness of the transactions.
(f) The first few forex transactions should be monitored closely.

 The standalone accounts (accounts without enjoying credit facilities) must be

monitored for funding pattern of RTGS/NEFT/GRPT exclusively immediately followed
by outward remittances. Branches are advised to inform AML-CFT Deptt. on these
transaction trends immediately.
 The extant risk classification of foreign jurisdictions as published by GMU, Kolkata and
members of NCCT by FATF must be reckoned before undertaking any transactions.
Suitable TDD must be done, while dealing with restrictive/very high risk/high risk
category countries.
 List of embargoed countries/Specially Designated Nations (SDNs)/Specially
Designated Narcotic Traffickers should be verified before undertaking the
transactions.
 The branch should be aware of the identity of both the remitter and the beneficiary in
any remittance (inward & outward) and this information, including complete addresses
should be available in the branch record for future reference. The application for
remittance, whether Demand Draft/IOI or wire transfer, should contain all the
identifying information of the remitter and the beneficiary like their account number,
full address and other details if the remitter is a customer of the branch/the Bank. The
full particular should be properly recorded in the Register also.
 Funds received in the accounts of NGOs and other charitable organisations must be
verified for its status under FCRA, 2010.
 Over/under invoicing is usually a preferred way of laundering. It is advisable to
crosscheck the pricing indicated on current invoices with that of past, if any for its
consistency of a particular merchandise. The trend of pricing may be monitored to
prevent over/under invoicing.

DON’Ts
SEEDING OF INFORMATION / DATA IN CBS

 Never feed imaginary data / additional special characters etc in mandatory fields in
CBS for mere fulfilling the mandatory requirements.
 Never record imaginary value of threshold in CBS.

38 | P a g e
  Never record imaginary annual turnover (in case of entities) / annual income (in case
of individuals) but key in data with information provided by customer.

COMPLIANCE OF KYC NORMS

 Never allow opening of accounts for Shell companies / fictitious entities.

 Do not discuss Bank's compliance policies and procedures with any customer.
 Do not permit to complete any transaction until satisfied regarding its genuineness.
 Do not accept OVDs which have not been specifically prescribed by Regulators / are
apparently suspicious.
 Never disguise the actual identity of OVDs by prefixing / suffixing / mixing bogus
number or special characters to its serial number.
 Do not type special characters for Demand Draft's/IOI’s applicant name in CBS.
 Do not adopt short cut ways in recording name, address of customers in CBS.

COMPLIANCE OF AML-CFT NORMS

 Under any circumstances, do not disclose / do not “TIP OFF” to the customers
concerned that his account is under monitoring / STR is filed or likely to be filed.
 Do not share AML triggers / rules / thresholds with the customers.
 Do not make statement which cautions the customers.
 Do not extend unethical guidance / illegal support to the prospective customers
/existing customers (for mobilizing new business/cross selling) regarding concealment
of identification for carrying out benami transactions, for splitting transactions to
escape statutory reporting / Tax evasion etc.
 Never fail to report, suspicious ML/TF/Cheating transaction, which has been detected
by the Branch staff themselves, brought into notice by victim customer or enquired
about by the LEAs, to AML-CFT Deptt.
 Never fail to report correct details of Counterfeit currency Notes detected and seized
using online CCN Reporting functionality.

GENERAL

 Never allow access to records (A/C opening forms, OVDs obtained, transaction
vouchers etc.) & e-mails to unauthorized persons.
 Never indulge in concealing any information in related with name of transacting
customer or nature of transaction.
 Never open Parking / Pooling account under CA/ SB product code unless authorised
by the appropriate authorities in terms of Bank’s extant instructions.
 Never encourage any activity among staff / customers which adversely affect the AML-
CFT activities in the Bank.

Do & Don`ts for operating Units/ Functionaries:

Do’s

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1. GENERAL: -

 Follow all extant FEMA/DGFT/Bank guidelines meticulously.

 Refer to extant “Manual of Forex Operations” compiled by GMU, Kolkata.
 Follow instructions for conducting manual due diligence of trade transactions.
 Report violations of guidelines through 1 page STR to AML-CFT Cell.
 Encourage staff to actively participate in AML-CFT quiz and improve their awareness
towards AML-CFT activities.
 Ensure that performance of our compliance responsibilities do not result in denial of
services to a genuine customer.
 Ensure that CCTVs are so installed at counters as to capture front face of customers
coming at Counter/Cabins / ATM.
 CCTVs to be kept functional with proper storage / backup of recording.
 RBI instructions regarding issuance of Demand Draft/IOI in Cash to be followed
meticulously.
 Customer frequently depositing cash for issue of Draft, should be encouraged to get
Draft issued through A/C. Undue insistence / resistance by customer may be reported
to AML/CFT Cell.
 Capture Near Miss Event (NME) incidences through Incidence Management Module
(IMM) in ORAA portal in SBI Times.
 Follow appropriate steps in respect of reporting positive matches occurred in negative
lists of Name Screening as per instructions.
 Report suspicious transactions observed through OTMS to AML-CFT Cell through one
page STR.
 Be alert for unusual / suspicious behaviour of existing / prospective customers and go
through indicative alert scenario list.
 Make formal / brief enquiries regarding unusual transactions as it works as an effective
deterrence against attempts by miscreants.
 Immediately report to AML-CFT Cell Corporate Center, Jaipur wherever suspicion is
raised about misuse of any account / involvement of any customer in money-
laundering / Terror Funding activities / other illegal (cheating etc.) activities. {Reporting
to AML-CFT Cell may be done by sending e-mail at agm.alerts@sbi.co.in by using one
pager simplified STR or through APP linked under Bancslink.}
 Transactions in accounts of customers (like students, housewives, migrant labourers,
temporary workers etc.) apparently not matching with financial profile should be
discreetly enquired into to detect the possibilities of their misuse as Money Mule.
 Sensitize the customers against attempts of cheating by miscreants using Hoax Calling
and Fictitious Offer of Fund (like prize offers / lottery winning / job offers
/ Social media etc.)
 Guide them to strictly follow various tips advised by AML-CFT Cell through e- mails/
meetings like in Customer Relation Programmes.
 For collecting desired information from customer, initiate interaction in the pretext of
courtesy call / business mobilisation / Cross selling etc.

40 | P a g e
  Attend to e-mails of Branch regularly and respond to AML-CFT queries promptly.
 Ensure prompt furnishing of A/C statement, A/C opening forms, OVDs & other
information to AML-CFT Cell.
 Keep a record of communication with AML-CFT Cell / LEAs & details of its disposal.
 Download monthly CTR (Reports of high value cash transactions) from AML/CFT site
at SBI Times (files are uploaded every month for respective Circles) and report
suspicion observed, if any, to AML/CFT Cell.
 Preserve records / vouchers and make them available immediately.
 Report instances of detection of counterfeit currency notes promptly through portal
available under SBI Times.
 Letters / communications sent at recorded address and returned undelivered for want
of correct address, especially in newly opened accounts should be perceived as
warning signal and actions should be initiated.

SEEDING OF CORRECT INFORMATION / DATA IN CBS

 All information entered into CBS system must be correct and accurate.
 The AOF accepted from the customers must be complete in all respects- information
fed in CBS must flow from AOF.
 Obtain and record the correct “occupation description” of customers in CBS wherever
“Not Categorized” has been chosen in sub menu.
 Always record the name of customer, parents and address in full for carrying out
accurate search / scanning, whenever required.
 Obtain information regarding exact nature of activity of customer / entities invariably in
AOF and feed in CBS compulsorily.
 In case of Companies, serial number of Certificate of Incorporation must be keyed in
at appropriate field in CBS.
 Ensure to obtain and feed annual income in case of individuals and annual turnover in
case of entities.
 While opening A/c of Companies / firms / trusts etc., go through the documents
submitted carefully and record %age ownership of Partners / Beneficial owners.
 CDD to be carried out invariably of all Beneficial owners as well as of all signatories
 Use the correct product code for NPO accounts and rectify those with wrong product
code.
 Be aware that Wrong product code results in non-reporting of correct data to FIU-IND
in monthly Return.

GUIDELINES FOR CONTROLLING OFFICES

 Visiting officials from the Controlling Offices/RBOs to inspect record of communication

from AML/CFT Cell/LEAs and quality / promptness of data entry in CBS.
 Controllers to include AML-CFT concerns as one of the topics under discussion during
every P-review meeting.

41 | P a g e
  Guide Branches / Operating Units to comply with AML-CFT directives for an effective
and responsive system in the Bank.

CURRENT ACCOUNT CUSTOMERS:

 Customers not having any borrowing arrangements should be maintaining a

satisfactorily conducted account with us for a period of at least 12 months, before
Trade transactions may be handled for them. Approval from the appropriate authority
not below the rank of DGM , on business considerations, subject to enhanced due-
diligence to address any AML/CFT concern needed if the account is less than 12
months old.
 The extant risk classification of foreign jurisdictions as published by GMU, Kolkata and
members of NCCT by FATF must be reckoned before undertaking any transactions.
Suitable TDD must be done, while dealing with restrictive/very high risk/high risk
category countries.
 List of embargoed countries/Specially Designated Nations (SDNs)/Specially
Designated Narcotic Traffickers should be verified before undertaking the transactions.

DON’Ts
COMPLIANCE OF KYC NORMS

 Discuss Bank's Systems & Procedures with any customer.

 Accept OVDs which have not been specifically prescribed by Regulators / are
apparently suspicious.
 Share Bank’s circulars/correspondence with customers.

COMPLIANCE OF AML-CFT NORMS

 “TIP OFF” customers concerned that his/her account is under monitoring / STR is filed
or likely to be filed.
 Share ‘Risk Categorisation’ with the customer concerned.
 Share AML triggers / rules / thresholds with the customers.
 Make statements which cautions the customers.
 Extend unethical guidance/support to the prospective customers /existing customers
(for mobilizing new business/cross selling) regarding concealment of identification for
carrying out benami transactions, for splitting transactions to escape statutory
reporting / Tax evasion etc.
 Encourage any activity among staff / customers which adversely affects the AML-CFT
activities in the Bank.

Note: Changes as per c.no.653 AML-CFT/AML-CFTMEASURES/4/2021 - 22 Date: Tue 5 Oct 2021

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Offline Red Flag Indicators (RFIs) : Due Diligence at Branches
Reporting of Suspicious transactions to FIU-IND is an obligation of the Bank under Prevention
of Money Laundering Act (PMLA), 2002. RBI Master Direction KYC 2016 updated as on
20.04.2020 defines Suspicious transactions as under:

“Suspicious transaction” means a “transaction” as defined below, including an attempted

transaction, whether or not made in cash, which, to a person acting in good faith:

a. gives rise to a reasonable ground of suspicion that it may involve proceeds of an offence
specified in the Schedule to the Act, regardless of the value involved; or
b. appears to be made in circumstances of unusual or unjustified complexity; or
c. appears to not have economic rationale or bona-fide purpose; or
d. gives rise to a reasonable ground of suspicion that it may involve financing of the activities
relating to terrorism.

Explanation: Transaction involving financing of the activities relating to terrorism includes

transaction involving funds suspected to be linked or related to, or to be used for terrorism,
terrorist acts or by a terrorist, terrorist organization or those who finance or are attempting to
finance terrorism.

An alert is the first step in identification of a suspicious transaction and is a red flag which is
generated out of a transaction / attempted transaction. Alerts may be system generated or
non-system generated. Once the alert is generated, it must be analysed to confirm whether
the transaction is ultimately suspicious or not.

FIU-IND has issued a single list of 80 RFIs in the nature of Offline Scenarios which are
proposed to be implemented by way of Customer Due Diligence, Transaction Due Diligence,
Document Check Lists etc. at operating level. The list of Scenarios is attached herewith as
Annexure I, as detailed below:

S. No FUNCTIONAL CLASSIFICATION No. of RFIs

1 Customer Due Diligence 23
2 Account Monitoring 04
3 Non- Customer Monitoring 01
4 Locker Operations Monitoring 01

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 5 FICN 02
6 Mutilated Indian Currency Notes 01
7 Terrorist Financing 02
8 Trade based Money Laundering 27
9 Afghan Drug Business 05
10 Shell Company Identification 07
11 Overseas Direct Investment (ODI) 01
12 Transaction Due Diligence 06
TOTAL 80

We have to meticulously follow the instructions contained in the Annexure for conducting
manual due diligence on the customers to detect & prevent Money Laundering / Terrorism
Financing and also to report suspicious transactions, if any, observed under these RFIs, to
AML-CFT department in the form of subjective STR as per Circular No: AML-CFT/AML-
CFTMEASURES/4/2019-20 dated 04.10.2019.

The contents of the Annexure-1 must be kept strictly confidential and not divulged to
customers / outsiders. It should be ensured that there is no Tipping-Off of the customer at any
level.

Common irregularities: Pointed out by the Inspecting officials during Audit:

 Documents obtained viz. Proof of ID, Proof of Address and Photograph are not held
on record.
 Proof of ID, Proof of Address and Photograph are not updated, as prescribed / Full
particulars of the documents are not entered in the CBS correctly.
 Multiple CIF of same branch or at different branches have not been deduped/merged
into a single CIF.
 Specimen signatures are not scanned and uploaded in the system.
 SB accounts opened for Government / Quasi Govt. Depts without obtaining proper
authority letter from the competent authority of the concerned Govt. Dept. and proper
record not maintained.
Deviations in External Compliance related value statements:
 NOC of existing bankers or declaration having no credit facilities in other bank is not
obtained (from Current Account Opening Customers).
 The beneficial owners have not been identified (In case of legal entities)

44 | P a g e
  Customer has not been categorized as High risk, Medium risk or Low risk while
opening the account
 The customer has been assigned a High Risk, Medium Risk and Low Risk. KYC
updating exercise has not been carried out every 2 years, 8 years and 10 years
respectively.
 Accounts of jewellers/bullion dealers, NRIs, HNIs, trusts, charities, NGOs, PEPS, non-
face to face persons to be categorized as high risk requiring enhanced due diligence
 Before opening new account, banks to ensure that no account is held or linked to any
of the entities / individuals included in the negative list. Banks also should scan all
existing accounts when a new list is received.

Key Learning achieved:

 From this module we could be able to understand/ learn that there are a lot of
operational issues involved in our daily activities which require continuous monitoring and
control and any laxity in this area may have financial implications. And may also lead to
business loss and reputational loss.
 From this module we have been able to understand about processes of opening of
CIFs for various types of customers/entities and also opening of accounts for these customers
of both the types means deposits as well as loans and it will help to our staff in handling day
to day activities more effectively and efficiently.

Check your progress:

1.Which among the following need to submit PAN mandatorily and where
Form-60 inlieu of PAN is not acceptable as a part of customer due diligence
procedure?
a) Companies
b) Partnership firms
c) Trusts
d) Both (a) and (b)

45 | P a g e
2.What are the broad guidelines in respect of the customer acceptance policy
of thebank?
a) No account is opened in anonymous or fictitious / benami name.
b) No account is opened where the Branch is unable to apply appropriate CDD
measures, either due to non-cooperation of the customer or non-reliability of
the documents / information furnished by the customer.
c) No transaction or Opening of account is undertaken without following the CDD
procedure.
d) All of the above
3.What is the limit up to which the banks are not required to follow the
Customer Identification Procedure (CIP) by obtaining information on identity
and address for selling third party products as agents?
a) Rs.1,00,000/-

b) Rs. 50,000/-

c) Rs. 25,000/-

d) Rs. 20,000/-

4. Which of the following is categorised as High-Risk Customers?

a) Stockbrokers
b) Telemarketers
c) Multi-Level Marketing Companies
d) Auctioneers
5. The companies which are without having active business operations
and/or significant assets and are normally used to disguise business
ownership from Law Enforcement Agencies are called…….

a) Listed companies
b) One person companies
c) Shell companies
d) Private Limited companies
6. What type of account can be opened for Foreign Students Studying in India?
a) Non- Resident External (NRE)

46 | P a g e
 b) Non- Resident Ordinary (NRO)
c) Resident Foreign Currency (RFC)
d) Resident Saving Bank Account

Case lets: Case let 1:

M/s Kanchan Ropeway Services, Vadodara has approached Gayatri Nagar branch for
opening their CA. Mr. Guru Jigar welcomed them and advised them to complete the
formalities. This is new entity under sole proprietorship of Mr. Praveen. Although, Mr.
Praveen has another company known as M/s Kanchan Amusement Park.

Q1 A new CIF to created for new entity, however customer already have another
company. How both the accounts (CIF) will be treated separately
a. Before creating the CIF, we have to mandatorily provide the Customer Type, Date of
Establishment and Business Name.
b. Before creating the CIF, customer has to provide Pin Code, PAN, TAN or LEI (Legal
Entity Identifier) number which are mandatory.
c. If there is no record found with same input data then CIF creation screen will be
scheduled, and teller can create the CIF
d. All of these
Q.2 In case customer mentioned the same LEI on both the accounts, can we open the
account.
a. Customer has to provide valid LEI for new CIF proposed to be created.
b. If there is no record found with same input data then CIF creation screen will be
scheduled, and teller can create the CIF
c. a and b
d. none of these

Q. 3 SWO is unable to find the place of incorporation for company, where can he/she
find the same
a. Normally it is Place of Registered office.
b. Its available in certificate of incorporation.
c. a or b
d. none of these

47 | P a g e
Q.4. If there is any match, the details will be displayed in grid and on clicking on the
new button “Proceed to CIF”. How the further processing to be done.
a. It has to be referred to Branch Manager.
b. a pop-up window will appear in which a teller of higher capability’s user name and
password are to be entered to proceed to the CIF creation screen.
c. It can’t be allowed.
d. a and b

Q.5 While creating new Non-Personal CIF, Screen (67113) will be scheduled
a. to add the Beneficiary details.
b. Addition of one beneficiary details is mandatory
c. Addition of beneficiary details is optional.
d. a and b

Answers 1. a, 2. a, 3. c, 4. b, 5. d

List of Important Circulars

1 AML-CFT/AML-CFTMEASURES/10/2020 - 21 Date: AML-CFT MEASURES: DO’S

Mon 21 Dec 2020 AND DON’TS
Circular No.: AML-CFT/AML-CFTMEASURES/10/2021 - 22 FOR OPERATING UNITS /
Date: Sat 19 Mar 2022 FUNCTIONARIES AFTER
RECEIVING
COMMUNICATIONS FROM
CUSTOMERS / LEAS / AGM
(SI) & AMLCFT DEPTT.
2 R&DB/OPS-KYC/KYC/9/2020 - 21 ,Date: 5 Dec 2020 KYC GUIDELINES: OPENING
OF ACCOUNTS IN THE NAME
OF TRUST:
CLARIFICATIONS
3 Circular No.: AML-CFT/AML- CFT MASTER CIRCULAR
CFTMEASURES/6/2019 – 20,Date: Sat 16 Nov 2019
Circular No.: AML-CFT/AML-CFT-MEASURES/7/2021 - 22
Date: Thu 9 Dec 2021
4 Circular No.: AML-CFT/AML- AML/CFT: DUE DILIGENCE
CFTMEASURES/9/2020 – 21, Date: Tue 10 Nov 2020 AT BRANCHES -

48 | P a g e
 OFFLINE RED FLAG
INDICATORS (RFIS)
5 Circular No: Department: OPERATIONS - KYC AADHAAR SEEDING FOR
Sl.No.: 846/2020 - 21, Circular No.: DBT: EXCEPTION HANDLING
R&DB/OPSKYC/KYC/8/2020 - 21 ,Date: Fri 16 Oct SEPARATE DATA
2020 COMPILATION ON
PAN INDIA
6 R&DB/OPS-KYC/KYC/7/2020 - 21 ,Date: 9 Oct 2020 KYC NON-COMPLIANT
ACCOUNTS - KYC
UPDATION OR LINKING OF
BENEFICIAL OWNER
OVERDUE ACCOUNTS -
IMPOSITION OF
PARTIAL FREEZE

7 Circular No.: NBG/OPS-FATC-CTDS/1/2020 – 21, FATCA & CRS: DUE

Date: Mon 14 Sep 2020 DILIGENCE PROCEDURES
FOR THE PURPOSE OF
DETERMINATION OF
CONTROLLING PERSON (CP)
8 Circular No.: AML-CFT/AML- AML-CFT MEASURES DO'S
CFTMEASURES/6/2020 - 21 Date: Thu 13 Aug 2020 AND DON’TS FOR
Circular No.: AML-CFT/AML-CFTMEASURES/4/2021 - 22 OPERATING UNITS /
Date: Tue 5 Oct 2021 FUNCTIONARIES
9 Circular No.: AML-CFT/AMLCFTMEASURES/ AML/CFT GUIDELINES FOR
5/2020 – 21,Date: Fri 31 Jul 2020 BRANCHES: NAME
Circular No.: AML-CFT/AML-CFTMEASURES/1/2021 - 22 SCREENING
Date: Tue 3 Aug 2021 PROCESS

49 | P a g e
 Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

Customer left Customer did not open account after being informed Customer Behavioural / Customer Due
without opening account about KYC requirements 104 CV 1.1 Self-explanatory
1 Verification Diligence

Customer offered false or Customer gives false identification/address

documents or documents that appear to be Customer
Forged identification/address counterfeited, altered and inaccurate 105 CV 2.1 Customer Due Diligence Self-explanatory
Verification
2 documents

Address found to be non-existent Address provided by the customer is found to be Customer

or wrong nonexistent or wrong 106 CV 3.1 Customer Due Diligence Self-explanatory
3 Verification

Difficult to identify beneficial Customer

Customer uses complex legal structures or where it is
107 CV 4.1 Customer Due Diligence Self-explanatory
difficult to identify the beneficial owner
4 owner Verification

Same Directors/authorized signatories/partners of a

Multiple accounts by individual Customer
company, LLP or partnership open multiple accounts
customer/company under various 108 CV 4.2 Customer Due Diligence Self-explanatory
Verification
5 Customer Due heads in a single branch in the same branch without proper rationale

50 | P a g e
 Law
Customer has been the subject of inquiry from any
Customer is being investigated Record of any such enquiries
Enforcement 109 LQ 1.1 Self-explanatory
for criminal offences to be maintained at branch
law enforcement agency relating to criminal offences
6 Agency Query

Customer has been the subject of inquiry from any law Law
Customer is being investigated for enforcement agency relating to TF or terrorist activities Record of any such enquiries
Enforcement 110 LQ 2.1 Self-explanatory
TF offences to be maintained at branch

7 Agency Query

Adverse media report about

Match of customer details with persons reported in
Media Reports 111 MR 1.1 Customer Due Diligence Self-explanatory
local media/open source for criminal offences
8 criminal activities of customer

Adverse media report about TF or Match of customer details with persons reported in
local media/open source for terrorism or terrorist Media Reports 112 MR 2.1 Customer Due Diligence Self-explanatory
9 terrorist activities of customer financing related activities

Customer did not complete Customer did not complete transaction after queries Employee Behavioural / Customer Due
transaction such as source of funds etc. 113 EI 1.1 Diligence Self-explanatory
10 Initiated

Customer is nervous or over Customer is hurried or nervous/over cautious in Employee Behavioural / Customer Due
cautious 114 EI 2.1 Diligence Self-explanatory
11 explaining genuineness of the transaction Initiated

Customer changes the information provided after more

Employee
Customer provides inconsistent detailed information is requested. Customer provides Behavioural / Customer Due
115 EI 2.2 Self-explanatory
information information that seems minimal, possibly false or Diligence
Initiated
12 inconsistent.

Annexure 1

Reference No.

51 | P a g e
 Source of Guidelines for Operating
Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

Diligence Customer has vague or no knowledge about the

Customer acting on behalf of a Employee
transaction(s) in his/her account; or, customer is taking Behavioural / Customer Due
116 EI 3.1 Self-explanatory
instructions from a third party for conducting Diligence
third party Initiated
13 transactions of which he/she is not aware of

Multiple customers working as a Multiple customers arrive together but pretend to Employee Behavioural / Customer Due
group ignore each other 117 EI 3.2 Diligence Self-explanatory
14 Initiated

Customer avoiding nearer Customer travels unexplained distances to open Employee Behavioural / Customer Due
branches account or conduct transactions 118 EI 4.1 Diligence Self-explanatory
15 Initiated

Customer wants to avoid reporting Customer makes inquiries or tries to convince staff to Employee Behavioural / Customer Due
avoid reporting 119 EI 4.2 Diligence Self-explanatory
16 Initiated

Customer could not explain Customer could not explain source Employee Behavioural / Customer Due
of funds satisfactorily 120 EI 4.3 Diligence Self-explanatory
17 source of funds Initiated

Complaint received from public for abuse of account for Record of such complaints to
Complaint received from public Public Complaint 121 PC 1.1 be maintained Self-explanatory
18 committing fraud etc.

Alert raised by other Alert raised against the customer by employed agents, Complaint, Adverse
business associates, overseas branches, subsidiaries, Business Record of such complaints to news or Referral
122 BA 1.1
agents/subsidiaries/associates/ot other institutions or correspondent banks Associates be maintained against a Customer of
19 her institutions the member bank

Availing loan facility/ OD Fraudsters hand over counterfeit FDR to investor and This scenario is
(Overdraft) facility against FDR subsequently within span of few days avail loan/OD applicable for
Typology 123 TY 6.2 Customer Due Diligence
(Fixed Deposit Receipt) within few facility against original FDR and other forged customers and
20 days of creation documents constitutions types.

52 | P a g e
 Customer providing different Customer provided different IDs or Email id, mobile
Typology 124 TY 12.1 Customer Due Diligence Self-explanatory
21 details to avoid linkage number or Date of Birth at different instances

Accounts opened by multiple unrelated customers

Multiple customers working
linked by a common PAN, address, mobile number or Typology 125 TY 12.2 Customer Due Diligence Self-explanatory
together
22 email address

Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

Transacting parties appear to be

Transacting parties appear to be affiliated, conduct
affiliated, conduct business out of a
business out of a residential address or provide only a Typology 126 TY 10.28 Customer Due Diligence Self-explanatory
residential address or provide only
registered agent’s address
23 a registered agent’s address

AML/CFT shall automate it by Member banks to

suitably build
Transactions greater than INR [10,00,000] between 31st March, 2021. Meanwhile, processes or
Routing of funds through multiple
more than [3] accounts in the same bank aggregating Typology 95 TY 12.3 Operating Units to monitor scenarios to identify
accounts Transactions aggregating to
to more than INR [30,00,000] on the same day and mitigate the
more than 30 Lacs on the
same day in one CIF.
24 highlighted risk in

AML/CFT shall automate it by Multiple inward

foreign remittances of
Inward foreign remittance of same value from the same 31st March, 2021. Meanwhile,
same foreign
remitter (more than [3] transactions in last [30] days)
Inward remittance of same value
with a minimum transaction value of each Typology 96 TY 10.37 Operating Units to monitor
from same remitter currency amounts
Remitter details for from the same
Account transaction above INR [5,00,000]
transactions of more than 5
25 Monitoring lacs.

53 | P a g e
 remitter is suggestive
of trade-based

a) Any person receiving foreign contribution in its account

(not designated as FCRA account) or without obtaining
prior permission from MHA. [Banks to update this list
as per Orders issued by RBI (as advised by MHA) from
time to time]. To verify that the transactions Note: Any breach of
b) Transfers from a FCRA designated account of a are consistent with FCRA these RFIs should be
Reg. NGOs Typology 97 TY 11.5
registered person to a Non FCRA designated account of reported as STRs by
Guidelines
another person; c) Receipt of foreign banks:
contribution for credit to any person in India, sent by
donor agencies mentioned under 'Prior Reference
Category' without prior permission from MHA.[Banks
to update this list as per Orders issued by RBI (as
26 advised by MHA) from time to time]

Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

Receipt of funds in account of an NGO or payments To verify the payments

from account of an NGO which is not in line with stated against the stated activity of
Reg. NGOs Typology 98 TY 11.6 Self-explanatory
27 activity or purpose of NGO. NGO

54 | P a g e
 Note: Banks to
conduct due diligence
on its Authorised
Dealer – Category II
account holders
remitting funds above
value [X] in six
months.

Based on submission
of the LRS reporting
data by their AD CatII
Non Customer High Forex Activity Authorised Many-to-one remittances from the perspective of the account holders
Transaction
Dealer – Category II (AD Cat-II) clients of bank's AD-Category II account holder, which 128 TM 10.1 0 (which containing the
Monitoring name and PAN of the
Monitoring accounts routes high value forex remittances through the bank
AD Cat-II clients who
have initiated such
remittances) banks to
ascertain

many-to-one

transactions i.e.,
where multiple clients
of the same AD Cat II
have been sending
28 remittances

Locker Member banks to

Employee Monthly verification of Locker suitably build
Number of locker operations greater than [6] times in
Operations Frequent Locker operations 127 EI 6.1 processes or
[30] days Register
Initiated scenarios to identify
29 Monitoring and mitigate the

55 | P a g e
 Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

In implementing this
RFI, banks need to
consider only the
FICNs attempted to be deposited in single/multiple number of FICN notes
Transaction(s)involving Currency
Transaction Record of such attempts to be which have been
accounts of the customer, greater than [5] FICN notes 171 TM 11.1
monitoring maintained at branch detected in a month
Fake Indian Notes (FICN) in a month
for the same
FICN customer. Note:

30 Details of FICN to be

Note: Details of Fake

Transaction(s) involving Currency
Fake Indian Notes (FICN)
31
FICNs attempted to be deposited in single/multiple Indian Currency Notes
Transaction Record of such attempts to be
accounts of the customer, aggregating to greater than 172 TM 11.2 (FICN) to be
monitoring maintained at branch
INR [2500] value in a month
provided by banks in

56 | P a g e
 As per RBI, a
mutilated note is a
note of which a
Mutilated portion is missing, or
Customer/non-account holder attempts to deposit, which is composed of
Indian Transaction(s) involving mutilated
exchange or adjudicate mutilated Indian Currency Transaction Record of such attempts to be more than two
173 TM 11.3
Notes at a Bank’s branch or currency chest, aggregating monitoring maintained at branch pieces. Such notes
Currency Indian Currency Notes
to greater than INR [5,000] value in a month may be presented at
Notes any of the bank
branches and shall

32 be accepted,

Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

57 | P a g e
 Note: 1)

Proactive monitoring
to be conducted by
banks in the wake of
major terrorist
incidents ("incidents")
in locations where
they
operate.2)
Transaction involving a location prior to or
Transaction involving a location
Typology 136 TY 11.11 Transaction Due Diligence Banks to review all
with terrorist incident
immediately after aterrorist incident transaction
monitoring alerts
Terrorist
generated on
Financing transactions involving
their branches in the
specific location,
especially alerts
which were earlier
closed as 'non
33 suspicious'. This due

Note: It is clarified
Bank accounts in which money is received from that the bank
Reg North East Insurgency (for
accounts receiving
companies or firms, which are not linked to the account Typology 137 TY 11.4 Customer Due Diligence
Nagaland, Assam &Manipur) credits are those
holder by way of business or other legitimate activity.
34 maintained at

Member banks to
Advance for supply of goods or
suitably build
services is a major part/percentage Advance for supply of goods or services is a major
Typology 138 TY 10.31 Customer Due Diligence processes or
of the total value of goods or part/percentage of the total value of goods or services
scenarios to identify
services
35 and mitigate the

58 | P a g e
 Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

Consignment size is unreasonable

Consignment size is unreasonable compared to
compared to customer
Typology 139 TY 10.8 Customer Due Diligence Self-explanatory
customer profile/capacity/size of business
36 profile/capacity/size of business

Underlying goods or services not in Underlying goods or services not in line with
line with customer's profile and Typology 140 TY 10.10 Customer Due Diligence Self-explanatory
37 declared business customer's profile and declared business

59 | P a g e
 Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

While conducting
EDD for merchanting
trade transactions
(MTT), bank should
also take into
consideration the
High proportion of high sea sales Enhanced Due Diligence for high sea sales/ extent of breach of
Typology 141 TY 10.13 Customer Due Diligence MTT
/merchanting trades merchanting trades above value [USD 50,000]"
conditions/rules/limi
ts as prescribed by RBI
in its latest A.P.

(DIR Series)

38 Circular.Note: Banks

Transactions involving third parties

which may not be contract parties
Transactions involving third parties which may not be
(consignee and Typology 142 TY 10.14 Customer Due Diligence Self-explanatory
contract parties (consignee and remitter are different)
39 remitter are different)

Note: This RFI is

Description of goods or services related to
Description of goods or services provided is vague Typology 143 TY 10.16 Customer Due Diligence
provided is vague examination of the
40 Invoice by banks and

60 | P a g e
 should be read in

Substantial discrepancies/inconsistencies in the Note: Trade

documents will
Substantial inconsistencies description of goods/services are noticed: (a)
include the invoice,
between the information originally between the trade instrument (L/C etc.) and the
transport/shipping
supplied and that submitted trade documents; or (b) within the Typology 144 TY 10.17 Customer Due Diligence
document, packing list
trade documents (when compared with each other);
contained in the documents and other
and (c) substantial discrepancies are seen in
41 airway bills and bills of lading in particular. submitted documents

Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

Import payments being made

against old bills after lapse of Import payments being made against old bills after
considerable period of time from
lapse of considerable period of time from import of
import of goods, without Typology 145 TY 10.19 Customer Due Diligence Self-explanatory
goods, without appropriate justification and
appropriate justification and
documentation
42 documentation

Trade based Banks can

Receipt of multiple payments via implement this
Receipt of multiple payments via internet payment
Money internet payment service provider Typology 146 TY 10.21 Customer Due Diligence scenario as part of
service provider like Paypal, etc.
like Paypal, etc
43 Laundering the transaction

61 | P a g e
 Frequent changes in payment
Member banks to
instructions at thelast minute or
Frequent changes in payment instructions at thelast suitably build
the use of repeatedly amended or
minute or the use of repeatedly amended or frequently processes or
frequently extended letters of
scenarios to identify
credit without reasonable extended letters of credit without reasonable Typology 147 TY 10.23 Customer Due Diligence
and mitigate the
justification or for reasons like justification or for reasons like changes of beneficiary
highlighted risk in
changes of beneficiary or or location"
the alert indicator
44 location"

Importer of goods or services not

from same country from where
Importer of goods or services not from same country
wire (payment for Typology 148 TY 10.24 Customer Due Diligence Self-explanatory
from where wire (payment for import) originated
45 import)originated

Routing of import payments above

[X] value through India by a foreign Routing of import payments above USD 50,000 value
based entity having operations and through India by a foreign based entity having
Typology 149 TY 10.25 Customer Due Diligence Self-explanatory
customerbase
operations and customer base outside India
46 outside India

Note: Trigger relevant

for the transactions
Booking of ticket abroad and by Tours and Travel
High value remittances for frequent ticket/tour
subsequent cancelling and Typology 150 TY 10.26 Customer Due Diligence operators. To be
packages booked by tour operators
payment made to third party. considered as

47 part of the checklist

Annexure 1

Reference No.

62 | P a g e
 Source of Guidelines for Operating
Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

A customer deviates significantly

from its historical pattern of trade A customer deviates significantly from its historical
activity (i.e. in terms of markets,
pattern of trade activity (i.e. in terms of markets,
monetary value, frequency of Typology 151 TY 10.27 Customer Due Diligence Self-explanatory
monetary value, frequency of transactions, volume, or
transactions, volume, or
merchandise type)
48 merchandisetype)

The LC contains non-standard

The LC contains non-standard clauses or phrases or
clauses or phrases or has unusual Typology 152 TY 10.29 Customer Due Diligence Self-explanatory
has unusual characteristics
49 characteristics

Guidance may be
Amount of advance is not in line
Amount of advance is not in line with normal formulated by IBA on
with normal international trade
Typology 153 TY 10.7 Customer Due Diligence due diligence
international trade for the kind of goods or services
for the kind of goods or services
50 checks/approach for

Underlying goods or services

Underlying goods or services involved in the trade
involved in the trade transaction
transaction are of sensitive nature and/or the
are of sensitive nature and/or the Typology 154 TY 10.9 Customer Due Diligence Self-explanatory
Value/Quantity of goods or services is not easily
Value/Quantity of goods or
ascertainable
services is not easily ascertainable
51

Transactions not in-line with Guidance may be

normal international trade for the "Transactions not in-line with normal international formulated by IBA on
given kind of goods & line of trade for the given kind of goods & line of business of Typology 155 TY 10.11 Customer Due Diligence due diligence
the parties involved". checks/approach for
52 business of the parties involved implementing this

63 | P a g e
 Guidance may be
Circuitous route of shipment/ formulated by IBA on
Circuitous route of shipment/ shipment of goods
shipment of goods inconsistent Typology 156 TY 10.20 Customer Due Diligence due diligence
inconsistent with normal geographic trade
with normal geographic trade
53 checks/approach for

Import of goods from countries
where underlying goods are
notmanufactured
54
Guidance may be
formulated by IBA on
Import of goods from countries where underlying goods
Typology 157 TY 10.30 Customer Due Diligence due diligence
are not manufactured
checks/approach for

Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

Inward remittance received from

Exchange House for the purpose Inward remittance received from Exchange House for
Typology 158 TY 10.15 Customer Due Diligence Self-explanatory
the purpose of trade settlements
55 of trade settlements

This RFI can be

Over/under invoicing of goods or implemented either
Over/under invoicing of goods or services Typology 159 TY 10.18 Customer Due Diligence
services online or offline, as
56 feasible and on a

Many proprietorship firms

Many proprietorship firms importing from same
importing from same exporter
Typology 160 TY 10.32 Customer Due Diligence Self-explanatory
exporter from a foreign land
57 from a foreign land

64 | P a g e
 Advance waivers provided or
Advance waivers provided or pre-accepted discrepancy
preaccepted discrepancy (s) by the
(s) by the applicant and/ or the applicant is over-keen Typology 161 TY 10.33 Customer Due Diligence Self-explanatory
applicant and/ or the applicant is
to waive discrepancy
58 over-keen to waive discrepancy

Re-presentation of third-party Re-presentation of third-party trade

trade / official document
/ official document immediately
immediately after a turn-down Typology 162 TY 10.34 Customer Due Diligence Self-explanatory
after a turn-down for
59 for discrepancy discrepancy

Submission/ payment of round

Submission/ payment of round figure bills Typology 163 TY 10.35 Customer Due Diligence Self-explanatory
60 figure bills

Note: Banks can set

Outward foreign remittances to a single unrelated Foreign remittances to internal thresholds
Outward remittance to same
overseas party in amounts ranging between USD Typology 164 TY 10.36 unrelated parties to be for the number of
overseas party monitored
10,000 to USD 50,000 greater than [3] times in [30] days days and number of
61 transactions as per

Large funds are received from or Round large value wire transfers (more than USD Due diligence to be Note: This RFI is a
performed for large value specific typology
sent to Afghanistan as advances for 10,000) received from/sent to Afghanistan as advance
Typology 99 TY 8.5 payments from / to involving the country
export/ import without goods for export/import without goods being exported/
62 being exported/ imported imported Afghanistan Afghanistan,

65 | P a g e
 Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

Students from other countries AML/CFT shall automate it by

(having Afghan nationality) staying
in India, maintaining more than
one account and generating cash
more than INR 10 lakh in a year
63
Students from other countries (having Afghan
31st March, 2021. Meanwhile,
nationality) staying in India, maintaining more than one
Typology 100 TY 8.6 Operating Units to monitor Self-explanatory
account and generating cash more than INR 10 lakh in
a year High Cash transactions in
accounts of Afghan Students.

Persons of Afghan nationality AML/CFT shall automate it by

staying in India and sending Persons of Afghan nationality staying in India and 31st March, 2021. Meanwhile,
multiple maximum permissible sending multiple maximum permissible amounts to Typology 101 TY 8.7 Operating Units to monitor Self-explanatory
Afghanistan Multiple Remittances to
64 amounts to Afghanistan Afghanistan.

Parties transacting in goods with Note: The aspects

Afghanistan which are not in the highlighted in this RFI
Parties transacting in goods with Afghanistan which are Transactions to be verified
normal line of their declared Typology 102 TY 8.8
not in the normal line of their declared business against the line of business are covered in
Afghan Drug
65 Business business the implementation

nnexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

66 | P a g e
 A company is used for making Due Diligence to be
A company is used for making payments under performed when the
payments under international
international contracts for delivery of goods from
63 contracts for delivery of goods Typology 103 TY 8.9 Self-explanatory
India to Afghanistan and the company is not a payments are received from
from India to Afghanistan and the
contract party
66 company is not a contract party third parties

64 Generally, no physical presence

Generally, no physical presence (other than a mailing
Typology 129 TY 13.1 Customer Due Diligence Self-explanatory
address)
67 (other than a mailing address)

Directors are persons of very low

Directors are persons of very low means individually
means - individually they have nil
they have nil or low net worth and do
65 or low net worth and do not have Typology 130 TY 13.2 Customer Due Diligence Self-explanatory
not have any substantial source of income
68 any substantial source of income

Note: This RFI is

Payments have no stated purpose, to
Payments have no stated purpose, do not have related the
do not have reference to goods or
reference to goods or services, or identify only a Typology 131 TY 13.3 Customer Due Diligence examination of and
services, or identify only a contract
66 contract or invoice number Invoice by banks
or invoice number
69 should be read in

Transacting businesses i.e. entities

doing business with the company Transacting businesses i.e. entities doing business
share the same address or there with the company share the same address or there
67 Typology 132 TY 13.4 Customer Due Diligence Self-explanatory
are address related
are address related inconsistencies
70 inconsistencies

Funds are transferred from the Note: The aspects

Shell
company to an unusually large Funds are transferred from the company to an highlighted in this
68 Company number and different kind of unusually large number and different kind of Typology 133 TY 13.5 RFI are covered in
beneficiaries (from different beneficiaries (from different sectors/businesses) the
71 Identification sectors/businesses) Customer Due Diligence implementation

67 | P a g e
 of RFI TY 2.2 (List
1).

68 Little or no withdrawal from

Little or no withdrawal from account of a company for
account for business purposes / no Typology 134 TY 13.6 Self-explanatory
business purposes/ no recurrent business expenses
72 recurrent business expenses Customer Due Diligence

Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

Rotation of funds between account Transfer of funds between account of companies

69 of companies having having nominal authorized share capital and having Typology 135 TY 13.7 Self-explanatory
same authorized signatory
73 same authorized signatory Customer Due Diligence

It is clarified that
As per Regulation 15(i) of FEMA 120/RB-2004 dated based on their risk
07th July 2004 as amended from time to time an perception of
“Indian Party(IP) must receive share certificate/s or customers; banks
Overseas any other document as an evidence in the foreign may permit a
Risk suitable grace
Non-submission of documentary entity to the satisfaction of the RBI within six months
Direct time period for
evidence by the Indian Party from the date for remittance or the date on which Management 174 RM 5.5 the submission of
Investment amount to be capitalised became due to the Indian
under suspicious circumstances ODI documentary
Party or the date on which the amount was allowed to System
evidence. Further,
(ODI) be capitalised.” As such Operating Units should verify
banks should
that the evidence has been received by the IP within 6
70 undertake
months of remittance or within 6 months of
enhanced due
capitalisation due date. Documentary evidence to be
74 ascertained diligence on such
customers and

68 | P a g e
 report cases
wherein

71 Transaction is unnecessarily Transaction is unnecessarily complex for its stated Employee

complex purpose 165 EI 5.1 Self-explanatory
75 Initiated
Transaction Due Diligence

72 The amounts or frequency or the stated reason of the Employee

Transaction has no economic
transaction does not make sense for the particular 166 EI 5.2 Self-explanatory
rationale
76 customer Initiated Transaction Due Diligence

73 Transaction inconsistent Transaction involving movement of funds which is Employee

with business inconsistent with the customer's business 167 EI 5.3 Transaction Due Diligence Self-explanatory
77 Initiated

Member banks to
suitably build
Conversion of financial assets - single or multiple of Risk
Conversion of financial assets to a processes or
value more than INR 5 lakhs in a calendar month to a 168 RM 4.1 Transaction Due Diligence
76 virtual currency scenarios to
virtual currency/currency Management
identify and
78 Transaction mitigate the

69 | P a g e
 Annexure 1

Reference No.

Source of Guidelines for Operating

Functional Alert Ref.
FIU-IND Units for implementation of
No
S.No Classification Alert Indicator Indicative Rule/Scenario Source of Alert S.No RFIs FIU-IND Guidance

Due Diligence Member banks to

suitably build
Originator/beneficiary information missing in wire processes or
Originator/beneficiary information scenarios to identify
transfers received by a customer for more than [1] Typology 169 TY 10.22 Transaction Due Diligence
missing in wire transfers and mitigate the
time in [30] days
77 highlighted risk in

79 the alert

Guidance may be
Transactions related to acquisition formulated by IBA on
Transactions related to acquisition or sale of intangibles
78 or sale of intangibles like Typology 170 TY 10.12 Transaction Due Diligence due diligence
like specialised software, etc.
specialised software, etc
80 checks/approach for

Note : Change as per C.NO. : 977/2020 - 21 Circular No.: AML-CFT/AML-CFTMEASURES/9/2020 - 21 Date: Tue 10 Nov 2020

70 | P a g e
 DISCLAIMER

This booklet is to be used as ready reference for the Role

Owners. The Primary Objective of this booklet is to provide hand

holding and guidance in day to day effective working.

For Detailed instructions and further clarifications, if any,

reference may please be made to the related circulars issued by

the Bank.

All efforts have been made to ensure correctness of the facts

and figures mentioned in the booklet as per Bank's instructions

issued till 31/03/2022.

In case of any suggestions, the same may please be sent to the

Email id : sbfi.admin@sbi.co.in
NOTES
NOTES
NOTES
NOTES
NOTES
 VISION
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MISSION
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