wm Gm Avi e¨vswKs ‡Uwª bs g¨vbyqvj

1| mdUIqvi G cÖ‡ek Kiv:

Ó‡d¬viv e¨vsKÓ K‡cv©‡iU †mvkvj †i¯úbwmwewjwU (wm Gm Avi) e¨vswKs G ¯^vMZg| "‡d¬viv e¨vsK" G cÖ‡ek Kivi Rb¨
wb‡gœv³ wb‡`©kbv Abykib Kiæb|
Kw¤úDUv‡ii ‡W¯‹Uc Gi Dci "‡d¬viv e¨vsK" Gi AvBKb Gi Dci gvDm w`‡q Wvej wK¬K Kiæb

wb‡gœi cÖ`wk©Z w¯ŒbwU Avm‡e Ges ‡mLv‡b BDRvi †KvW w`‡q G›Uvi AZci cvmIqvW© w`‡q G›Uvi A_ev jwMb G wK¬K Kiæb|

BDRvi †KvW Ges cvmIqvW© mwVK fv‡e w`‡j Avcwb "‡d¬viv e¨vsK" Gi †gBb w¯Œb G cÖ‡ek Ki‡Z cvi‡eb ( BDRvi
†KvW Ges cvmIqvW© bv _vK‡j "‡d¬viv e¨vsK" G cÖ‡ek Kiv hv‡e bv )

2| †gby cwiwPwZ

K) dvBj L) G¨Wwgb M) wm Avi Gg N) wW‡cvwRU O) Av`vim& P) wi‡cvU©m Q) †njc

Training Manual for CSR Banking © Flora Systems Limited Page # 27

 dvBj ‡gby t

dvBj †g¨by‡Z wK¬K Kwi‡j Dc‡iv³ Acv‡ikbvj mve †g¨by ¸‡jv cÖ`wk©Z n‡e|
• †PK eyK g¨v‡bR‡g›U
• wcÖ›U Kv‡i›U Uªvb‡RKkb
• wcÖ›U fvDPvi
• G¨vKvD›U †K¬vR/wW-†K¬vR
• jK w¯Œb
• ‡PÄ cvmIqvW©
• Gw·U
G¨Wwgb ‡gby t

G¨Wwgb ‡gby t wK¬K Kwi‡j Dc‡iv³ Acv‡ikbvj I G¨Wwgb mve †g¨by ¸‡jv cÖ`wk©Z n‡e|
• wK¬qvwis Kbdv‡g©kb
• ‡mBg‡W wK¬qvwis/wiUvb© Kbdv‡g©kb
• GwWU di wW‡cvwRU Uªvb‡RKkb
• ‡Rbv‡ij G¨vWwgb
• ‡WBwj e¨vKAvc
wm Avi Gg

wm Avi Gg ‡gby t wK¬K Kwi‡j Dc‡iv³ mve †g¨by ¸‡jv cÖ`wk©Z n‡e|
• dvgv©i Kv÷gvi Bbdi‡gkb dvBj
• A_ivBR Kv÷gvi Bbdi‡gkb
• ‡Rbv‡ij Kv÷gvi Bbdi‡gkb dvBj
Training Manual for CSR Banking © Flora Systems Limited Page # 28
 • A_ivBR †Rbv‡ij Kv÷gvi Bbdi‡gkb
• ‡cÖvfvwU© fZz©wK wW‡UBj
wW‡cvwRU

wW‡cvwRU ‡gby t wK¬K Kwi‡j Dc‡iv³ Acv‡ikbvj mve †g¨by ¸‡jv cÖ`wk©Z n‡e|
• G¨KvD›U I‡cwbs
• G¨KvD›U A_ivB‡Rkb
• dvÛ wiwmwf
• fZz©wK/fvZv G‡jv‡KU
• fZz©wK/fvZv G‡jv‡KU A_ivB‡Rkb
• Uªvb‡RKkb
• ‡bvwUk Gw›Uª
• G¨vKvD›U eøK Bbdi‡gkb
• wi‡cvU© . . . . .
Av`vim©

Av`vim© ‡gby t wK¬K Kwi‡j Dc‡iv³ Ab¨vb¨ we‡kl mve †g¨by ¸‡jv cÖ`wk©Z n‡e|

• Iqvb óc KvD›Uvi mvwf©m

• Aj wK¬qvwis Uªvb‡RKkb
• Aj UªvÝdvi Uªvb‡RKkb
• wmM‡bPvi †fwiwd‡Kkb
• wmM‡bPvi/wcKPvi KvW© G¨vW/Avc‡WU
• wmM‡bPvi/wcKPvi KvW© A‡_bwU‡Kkb
• Uªvb‡RKkb A_ivB‡Rkb gwWDj
• Gg AvB Gm wi‡cvU©m . . . . . . .
Training Manual for CSR Banking © Flora Systems Limited Page # 29
 wi‡cvU©m

wi‡cvU© ‡gby t wK¬K Kwi‡j Dc‡iv³ wi‡cvU© mve †g¨by ¸‡jv cÖ`wk©Z n‡e|
• ‡WBwj G¨KwUwfwUm wi‡cvU©
• wW‡cvwRU wi‡cvU©
• Gg AvB Gm wi‡cvU©
†njc

‡njc ‡gby t wK¬K Kwi‡j Dc‡iv³ mve †g¨by ¸‡jv cÖ`wk©Z n‡e|
• †d¬viv e¨vsK †njc
• Kb‡U›Um& GÛ Bb‡W·
• G¨evDU †d¬viv e¨vsK
3| Acv‡ikb gwWDj mg~n
K) wm Avi Gg
L) wm Avi Gg A_ivB‡Rkb
M) wW‡cvwRU G¨KvD›U I‡cwbs
N) G¨KvD›U A_ivB‡Rkb
O) dvÛ wiwmf
P) fZz©wK G¨v‡jv‡KU
Q) fZz©wK G¨v‡jv‡KU A_ivB‡Rkb
R) wW‡cvwRU G¨vKvD‡›U †jb‡`b Kiv
S) †PK eyK Bmy¨ Kiv
T) †PK eyK A_ivB‡Rkb Kiv
U) †m›Uªvj †WÑGÛ Kiv
V) wi‡cvU©
wm Avi Gg

• G¨KvD›U I‡cb Kivi Av‡M cÖ_‡g Kv÷gv‡ii wm Avi Gg ( Customer Relationship Management ) ‰Zwi
Ki‡Z n‡e|
• wm Avi Gg ‰Zix Kivi Rb¨ wb‡b¥v³ Ackb ¸‡jv Abykib Kiæb. . . .
wK¬K wm Avi Gg => dvgv©i Kvógvi Bbdi‡gkb dvBj => G¨W
Training Manual for CSR Banking © Flora Systems Limited Page # 30
 Kvógvi Bbdi‡gkb w¯Œb Gi †cBR 1 G dvgv©i AvBwW, Kvógvi †bBg, dv`vm© †bBg, gv`vim© †bBg, ‡WU Ad ev_©,
AKz‡ckb, wiwjwRAb, †bBg Ad ¯úvDm, b¨vkbvj AvB wW, †m· ÷¨vUvm, †gwiUvj ÷¨vUvm, †m±i Gi N‡i cÖ‡qvRbxq
Bbdi‡gkb BbcyU K‡i †cBR 2 G wK¬K Kiæb

AZci wf‡jR, eøK, †gŠRv, IqvW©, BDwbqb/†cŠikfv, _vbv/DcwRjv, wWw÷ª±, wf‡jR †KvW, Kv÷gvi †bPvi, gvš’wj BbKvg,
†bU I_© Gi N‡i cÖ‡qvRbxq Bbdi‡gkb BbcyU K‡i †mBf G wK¬K Ki‡Z n‡e| Zvn‡j wm Avi Gg wU ‰Zix n‡e Ges †cBR
1 G wK¬K Ki‡j Wvb cv‡k Dci w`‡K GKwU Kv÷gvi †KvW cvIqv hv‡e hvnv GKvD›U I‡cb Kivi mgq jvM‡e
wm Avi Gg A_ivB‡Rkb
• wm Avi Gg ˆZix Kivi c‡i& Ab¨ Awdmvi Zvi BDRvi w`‡q Xz‡K wm Avi Gg wU A_ivBR Ki‡Z n‡e|
• wm Avi Gg A_ivBR Kivi Rb¨ wb‡b¥v³ Ackb ¸‡jv Abykib Kiæb. . . .
wK¬K wm Avi Gg => A_ivBR Kvógvi Bbdi‡gkb => †Kvqvwi

‡Kvqvwi †`qvi c‡i Dc‡ii w¯Œb Gi g‡Zv Avm‡e ZLb G¨vKvD›U bv¤^vi Gi Dci Wvej wK¬K Ki‡j G¨vKvD›UwU wb‡Pi w¯Œb
Gi g‡Zv I‡cb n‡e, ZLb wb‡P Wvb w`‡K A_ivBR G wK¬K K‡i B‡qk G wK¬K Ki‡j G¨vKvD›UwU A_ivBR n‡e|

Training Manual for CSR Banking © Flora Systems Limited Page # 31

wW‡cvwRU G¨KvD›U I‡cwbs
• G¨vKvD›U I‡cb Kivi Rb¨ wb‡gœv³ Ackb ¸‡jv Abykib Kiæb . . . .
wK¬K wW‡cvwRU => G¨vKvD›U I‡cwbs => G¨W

G¨vKvD›U I‡cwbs w¯Œb Gi †cBR 1 G cÖ_‡g G¨vKvD›U UvBc wm‡j± Kiæb, G¨vKvD›U I‡cb †WU, Kv÷gvi Gi Wv‡b e·
wU‡Z wK¬K K‡i Av‡M ‰Zix Kiv wm Avi Gg wU mvP© K‡i wb‡q Avm‡Z n‡e Zvn‡j Kv÷gv‡ii me Bbdi‡gkb P‡j Avm‡e,
Bwbwkqvj / wW‡cvwRU w`‡q ‡cBR 2 †Z wK¬K Ki‡Z n‡e. . . . .

Training Manual for CSR Banking © Flora Systems Limited Page # 32

 AZci Gm we Gm †Uwej G †m±i, Bb‡UªvwWBR evB, Bb‡UªvwWDRvi G¨vKvD›U/wc G bv¤^vi, Bb‡UªvwWDRvi G¨v‡Wªm, bwgwb
Bbdi‡gkb, bwgwb Bb‡dv Bb wW‡UBj G cÖ‡qvRbxq Bbdi‡gkb BbcyU K‡i †mBf G wK¬K Ki‡Z n‡e| Zvn‡j G¨vKvD›UwU
I‡cb Kiv m¤úbœ n‡e|

G¨KvD›U A_ivB‡Rkb
• ‡d¬viv e¨vsK G G¨vKvD›U I‡cb Kivi c‡i Ab¨ BDRvi w`‡q Xz‡K G¨vKvD›UwU A_ivBR Ki‡Z n‡e|
• G¨vKvD›U A_ivBR Kivi Rb¨ wb‡gœv³ Ackb ¸‡jv Abykib Kiæb . . . .

wK¬K wW‡cvwRU => G¨vKvD›U A_ivB‡Rkb => ‡Kvqvwi (Wvej wK¬K G¨vKvD›U bv¤^vi)

wb‡Pi Wvb w`‡K A_ivBR evUb G wK¬K K‡i B‡qm wK¬K Ki‡j GKvD›UwU A_ivBR n‡q hv‡e|

dvÛ wiwmf
• dvÛ wiwmf Kivi Rb¨ wb‡gœv³ Ackb ¸‡jv Abykib Kiæb . . . .

wK¬K wW‡cvwRU => dvÛ wiwmf

G¨vW G wK¬K Kivi ci wm wW G¨vKvD›U bv¤^vi Gi N‡i G¨vKvD›U bv¤^vi w`‡Z n‡e Zvici G›Uvi w`‡q G¨vgvD›U Gi N‡i
†UvUvj cÖvß dvÛ Gi UvKv ewm‡q wigvK©m Gi N‡i wigvK©m wj‡L ‡mBf G wK¬K Ki‡j dvÛ wiwmf n‡q hv‡e Ges widv‡iÝ bs
Gi N‡i GKwU bv¤^vi ci‡e| dvgv©i‡`i G¨vKvD›U G fZz©wK G¨v‡jv‡KU Kivi mgq GB †idv‡iÝ bv¤^viwU eva¨Zvg~jK fv‡e
jvM‡e|
Training Manual for CSR Banking © Flora Systems Limited Page # 33
fZz©wK G¨v‡jv‡KU
• fZz©wK G¨v‡jv‡KU Kivi Rb¨ wb‡gœv³ Ackb ¸‡jv Abykib Kiæb . . . .
wK¬K wW‡cvwRU => fZzw© K G¨v‡jv‡KU

AZci G¨vKvD›U bv¤^vi, G¨vjU‡g›U bv¤^vi, G¨vjU‡g›U †WU, G¨vjU‡g›U G¨vgvD›U, wWmevm©‡g›U G¨vgvD›U, wigv·© wj‡L †mBf
wK¬K Ki‡j fZz©wK G¨v‡jv‡Kkb n‡q hv‡e|

fZz©wK G¨v‡jv‡KU A_ivB‡Rkb

• fZz©wK G¨v‡jv‡KU Kivi c‡i Ab¨ BDRvi w`‡q A_ivBR Ki‡Z n‡e| fZz©wK G¨v‡jv‡KU Kivi Rb¨ wb‡gœv³ Ackb
¸‡jv Abykib Kiæb . . . .
wK¬K wW‡cvwRU => fZz©wK G¨v‡jv‡KU A_ivB‡Rkb

AZci Dc‡i cÖ`wk©Z w¯Œb Gi g‡Zv A_ivBR w¯Œb †_‡K A_ivBR G wK¬K K‡i B‡qm wK¬K Ki‡Z n‡e Zvn‡j fZz©wK
G¨v‡jv‡KkbwU A_ivBR n‡q hv‡e|

wW‡cvwRU G¨vKvD›UG †jb‡`b Kiv

• fZz©wK G¨vKvD›U G †jb‡`b Kivi Rb¨ wb‡gœv³ Ackb ¸‡jv Abykib Kiæb . . . .

Training Manual for CSR Banking © Flora Systems Limited Page # 34

 wK¬K wW‡cvwRU => Uªvb‡RKkb

G¨vKvD›U bv¤^vi w`‡q G¨vW K‡i Uªvb‡RKkb UvBc, †WweU/†µwWU, G¨vgvD›U, wigv· wj‡L †mBf Ki‡Z n‡e|
†PK eyK Bmy¨ Kiv
• G¨vKvD›U †WweU Ki‡Z c~‡e© D³ G¨vKvD›U G †PK eyK Bmy¨ K‡i wb‡Z n‡e| †PK eyK Bmy¨ Kivi Rb¨ wb‡gœv³
Ackb ¸‡jv Abykib Kiæb . . . .
wK¬K dvBj => †PK eyK g¨v‡bR‡g›U => wm‡Oj †PK Bmy¨ =>

AZci G¨vKvD›U bv¤^vi w`‡q G›Uvi †`qvi c‡i Bmy¨ †WU, †PK wmwiR, †PK bv¤^vi d«g, †cR Gi N‡i Z_¨ †`qvi c‡i I‡K
wK¬K Ki‡j G¨vKvD›UwU‡Z †PK eB Bmy¨ n‡q hv‡e|

†PK eyK A_ivB‡Rkb Kiv

• ‡PK eyK Bmy¨ Kivi c‡i †mUv A_ivBR Ki‡Z n‡e Zv bv n‡j G¨vKvD›U †WweU Kivi mgq †PK eB e¨venvi Kiv
hv‡e bv| †PK eyK A_ivBR Kivi Rb¨ wb‡gœv³ Ackb ¸‡jv Abykib Kiæb . . . .
wK¬K dvBj => †PK eyK g¨v‡bR‡g›U => ‡PK eyK A_ivB‡Rkb

AZci †Kvqvwi wK¬vK K‡i wb‡P A_ivBR G wK¬K K‡i B‡qm Ki‡jB †PK eyK A_ivBR n‡q hv‡e|

‡m›Uªvj †W-GÛ Kiv

• fvDPvi †cvw÷s w`‡q wgjv‡bvi c‡i †m›Uªvj †WÑGÛ Ki‡Z n‡e| †m›Uªvj †WÑGÛ Kivi Rb¨ wb‡gœv³ Ackb ¸‡jv
Abykib Kiæb|
wK¬K G¨vWwgb => †Rbv‡ij G¨vWwgb => †m›Uªvj †W-GÛ †cÖv‡mk => †m›Uªvj †W-GÛ †cÖv‡mwks
Training Manual for CSR Banking © Flora Systems Limited Page # 35
‡d¬viv e¨vsK Gi wi‡cvU© mgynt
• ‡WBwj Uªvb‡RKkb cwRkb
• mvwcø‡g›Uvwi
• gwWDj IqvBR Kv÷gvi †jRvi e¨v‡jÝ
• Kv÷gvi †÷U‡g›U
‡WBwj Uªvb‡RKkb cwRkb

wi‡cvU© => †WBwj Gw±wfwUm wi‡cvU© => we‡dvi †WÑGÛ => †WBwj Uªvb‡RKkb cwRkb G Wvej wK¬K Ki‡j wb‡Pi w¯Œb
Avm‡e| GLv‡b †Kvqvwi wK¬K Ki‡j eZ©gvb Kv‡i›U cwRkb †`Lv hv‡e|

Training Manual for CSR Banking © Flora Systems Limited Page # 36

mvwcø‡g›Uvwi

wi‡cvU© => †WBwj Gw±wfwUm wi‡cvU© => we‡dvi †WÑGÛ => mvwcø‡g›Uvwi G Wvej wK¬K Ki‡j wb‡Pi w¯Œb Avm‡e| GLv‡b
†Kvqvwi wK¬K K‡i ‡µwWU wcÖwfD/†WweU wcÖwfD K‡i †`Lv hv‡e Ges cÖ‡qvR‡b wcÖ›U †bqv hv‡e|

gwWDj IqvBR Kv÷gvi †jRvi e¨v‡jÝ

wi‡cvU©m => Gg AvB Gm wi‡cvU©m => Gg AvB Gm wi‡cvU©m => gwWDj IqvBR Kv÷gvi †jRvi e¨v‡jÝ G Wvej wK¬K
Ki‡j wb‡Pi w¯Œb Avm‡e| GLv‡b Kvqvwi G¨vKvD›U UvBcG gwWDj wm‡j± K‡i †Kvqvwi wK¬K K‡i wcÖwfD wK¬K Ki‡j †`Lv
hv‡e Ges cÖ‡qvR‡b wcÖ›U †bqv hv‡e|

Training Manual for CSR Banking © Flora Systems Limited Page # 37

Kv÷gvi †÷U‡g›U

wW‡cvwRU => wi‡cvU©m => wW‡cvwRU wi‡cvU©m => Kv÷gvi ‡÷U‡g›U => G Wvej wK¬K Ki‡j wb‡Pi w¯Œb Avm‡e| GLv‡b
G¨vKvD›U bv¤^vi, †÷U‡g›U †WU †`qvi c‡i †µvqvwi wK¬K K‡i †cÖwfD wK¬K K‡i †`Lv hv‡e Ges wcÖ›U †bqv hv‡e|

Training Manual for CSR Banking © Flora Systems Limited Page # 38