Day 1 T1 Content V3 September 2022

WELCOME TO SBI
CARD TRAINING
Disclaimer: All the material made available by SBI Card is to be used for training purposes only. Information to be treated as confidential. Do not divulge any details thereof for any other
purposes.”
Introduction
purposes.”
Credit Card
A credit card is a payment card issued to cardholders to enable them to pay online or to a merchant for
goods and services and/or or withdraw cash based on the cardholder's accrued debt with the promise that
cardholders will repay the card provider what they owe at a future date.
SBI Card is the second largest credit card provider in the country and have a wide range of credit cards
catering to diverse customer segments and changing customer needs. This includes, super premium card,
premium cards, travel and shopping cards, classic cards, exclusive co-branded cards as well as corporate
cards.
SBI Credit Cardholders can login to their SBI Card account at sbicard.com. They can also call us on our
helpline number (1860 500 1290, 1860 180 1290, 39 02 02 02(Prefix local the STD code)
or 1800 180 1290 (toll free)) to check the dispatch status.
purposes.”
Ground Rules
purposes.”
Introduction- Let’s Get to Know Each Other
• Your Name
• Education Background
• Professional Qualification
• Past Work Experience
• Interest and Hobbies
• Reason for choosing CS Profile
• Ambition in Life
purposes.”
Induction Session Plan- Day 1
Day 1
Methodology - Conceptual Learning
Module 1 Topics Duration (min) Facilitator Learning Tool
by ILT
Introduction and Ice-breaker 30 Approved Ice breakers
What do you mean by credit?

Transaction Flow Merchant, Customer, VISA/Master, Acquiring Bank, Issuing 60 PPT, discussion, case study
Transaction Flow
Bank
Tea break 15
Transaction Settlement, Authorization, Memo Transaction,

Transaction Flow Contd. 120 Role Play, group activity
Charge slip, PIN, Interchange Fees and Sw ipe and DIP EDC
Card Number, Account Number, CVV, Logo, BIN, Primary, PPT, discussion, case study and
Terminology 60 Self-Learning by M Gurukul
addon and Standalone card illustration; Trainer
app/Website
Lunch Break 30
Chargeback, Retrieval Request, Disputed Transaction,
Welcome kit, Suspense Account , Skip Account,
PPT, discussion, case study and
Terminology NUNP,NUBP, Return Cheque, Delinquent Customer, Mis 90
illustration;
Terminology posted Transaction, Non-Monetary transaction and Terms
and Condition
Tea break 15
Billing Cycle, PDD, Total amount Due, Available Credit Limit,
Transaction Date and Posting Date, Transactor, Revolver,
Card Terminologies 90 PPT / M Gurukul / illustration
MAD ( Effective and Posting date should be covered in
detail)
Recap All topics 30 Discussion / Mock Calls Trainer M-Gurukul
purposes.”
We will Know
By the end of the session you will be able to articulate:
The What are Deal with

players the the life
What is a Benefits
in the cycle of a
Credit of a How does
card Credit
Card? Credit authorizati
Industry Card
Card? transactio on and
settlement
n
happen
purposes.”
Credit Card
Credit Card is a plastic Credit cards are used for
card issued by the card purchase of goods and services
issuer., allowing the holder at Point of Sale (POS) and
to purchase goods or E-commerce (online
services on credit. purchase)/ through Interactive
Voice Response (IVR).
These cards
can be used
domestically
The card issuer grants
and
a line of credit to the
internationally .
user using which the
holder can
make a payment to
a merchant or use it as
cash advance.
Credit card can be used to

buy big purchases and repay
in easy monthly
Credit card can be used to installments. Selected
withdraw cash from an ATM customer can fulfill their
and for transferring funds extra cash requirements with
to credit cards and Encash (personal loan).
prepaid cards.
purposes.”
The Life Cycle of a Credit Card Transaction
ISSUING BANK VISA/MasterCard ACQUIRING BANK
Facilitates Authorization
Issues Applies Authorization Authorization

the card for card Response Request
Goods & Services
CARDHOLDER
MERCHANTS
Swipes the card at Merchant
purposes.”
Revenue Sharing
98.25
98
100
98.6
100
purposes.”
Group Activity
An issuing bank which is also a acquiring bank comes up a promotion for their card users
that on any retail transactions they will get 5% cash back. The offer further says that on
swiping the card on their outlets (with their EDC) there will be further discount of 2%.
Discuss the following in your group :- 1. What is

the
objective of
this bank
doing so? 2. How this
promotion
benefit the
ME?
3. How does
this
promotion
benefits the
bank?
4. How it
impacts
other card
issuing
banks?
purposes.”
Benefits of Credit Card to Cardholder
Defined as the consumer who owns a credit card
Helps manage
finances. Credit for up to 50
days
Facilitates Limited liability of a lost /

cardholder’s record stolen card compared to Flexible monthly
cash where there is little payments which
keeping of you can do to prevent the
expenditures. enhances your
loss.
purchasing power
purposes.”
Benefits of Credit Card to Merchant Establishment
Defined as the retail stores, which accept credit cards
 Offers convenience to their customers
 Increases sales due to consumers making larger purchases or impulse purchases when credit is used
instead of cash.
 More customers are likely to shop at merchant’s store when they see the Visa / MasterCard symbol in
the window.
 Benefits from the free advertisements & brand promotion of Visa/MasterCard.
purposes.”
Issuer and Acquirer
Issuing Acquiring
Member Member
 Solicits, screens & issues the card to approved cardholder  Solicits, screens and accepts merchants into
 the program
Receives and pays for transactions
 Bills and collects from the cardholder  Accepts the merchant charge slip
 Provides support services to merchants
Basically maintains
Basically maintains
the
cardholder relationship
merchant relationship
Sometimes the Acquirer & Issuer are the same entity

• VISA/MasterCard is an international payment system, to ensure worldwide acceptance of
Visa/MasterCard payment cards and services.
purposes.”
CREDIT CARD TRANSACTION OVERVIEW
1. Cardholder purchases goods / services from a merchant.
2. Merchant gets reimbursed from Acquirer for the chargeslip less the merchant discount.
3. Acquirer submits charge slips to Issuer for payment via Visa/MasterCard interchange and
settlement system.
4. Issuer pays the acquirer for the amount less the interchange fee.
5. Issuer bills cardholder once a month.
6. Cardholder repays Issuer for goods/ service originally bought from the merchant.
Cardholder is actually repaying a loan from the Issuer.
purposes.”
SUMMARY
In this session we have learnt about:
 Players in Credit Card Industry
 Role of each player in credit card transaction cycle
 Credit Card Transaction
 Authorization and settlement process
purposes.”
Activity
 What is credit card transaction cycle?
purposes.”
Card Terminology
purposes.”
We will Know…
By the end of the session you will be able to understand:
 Card Terms
 Card Number, Account Number, CVV, Logo, BIN
 Primary, add on and Stand alone card
 Chargeback, Retrieval Request, Disputed Transaction
 Suspense Account , Skip Account, NUNP,NUBP
purposes.”
Credit Card
EMV CHIP Card
Card Validity
Embosser Name
4th Line
Embossing
The Magnetic
Strip
The Signature
Panel
CVV
number
purposes.”
Credit Card
Card Number– It is of 16
digits. Each card (primary,
additional cards) has
unique number on
the face of the plastic.
This is a different number
from the Account number.
(Amex credit card are only
15 digits)
Logo – 7, 8 & 9
digits of the card
are termed as logo,
4-VISA card would help in
identifying card
5- type.
MasterCard
Bank Identification Number
(BIN) - First six digits of the
card number are termed as
BIN, 1st digit is major
industry/network identifier.
purposes.”
Credit Card Terminology
 each account will have a 16 digit number. Account number is different from
the card number.
Account Number  All the cards are linked to the Account number.
 Accountholder gets one consolidated outstanding balance for primary and
additional cards.
 If cm has more than one SBI Card Account (e.g. IRCTC, SBI Classic, Gold,
etc.) then each Account would have a Separate statement and a separate
account number.
 Each card (primary, additional card) has unique 16 digit number on the face of
Card Number
the plastic. This is a different number from the Account number.
Card Verification Value  The last 3 digits of the 19-digit number written on the signature panel at the
(C.V.V.) Number back of the card. CVV number is used for authorization purpose on the
Internet or IVR.
Bank Identification  First six digits of the card number are termed as BIN. BIN helps in
Number (BIN) identifying issuing bank.
 7, 8 & 9 digits of the card are termed as logo. LOGO helps in identifying card
Logo type.
purposes.”
 Amount customer owes (has to pay) to the issuer.

Outstanding
Debit  Plus to the outstanding or amount that increases customers’ liability
Credit  Minus to the outstanding or amount that decreases customer’s liability
Transaction  A debit or a credit in an account is called a transaction.
Terms and Conditions  The contract or agreement between the issuing bank and the cardholder on
how the account is to be administered and charged.
 An initial mailing to new customers, which includes a guide to card, benefits,

Welcome Kit / Package terms & conditions.
purposes.”
Break Time
purposes.”
 An account of a cardholder with unpaid outstanding and is not traceable.

Skip Account
 When a cardholder disputes a transaction we ask for the charge slip to be

retrieved from the M.E’s bank. If proved that the cardholder did not do the
Chargeback transaction then the charge is reversed or sent back to the M.E’s bank,
which debits the M.E.
 Request for a copy of the charge slip by the cardholder (usually happens
Retrieval Request
when cm disputes or is not sure on the transaction billed).
Disputed Transaction  When a cardholder says that he has not done a transaction appearing in
his statement.
Charge Slips  Given by M.E’s to Cardholder against purchases made on the card.
Never Used Never Paid  Never used their card from the date of account opening and have also not
(NUNP) made any payment. Last payment date and last purchase field is blank on
such cards.
 Never used their card from the date of account opening but made payment
Never Used But Paid (NUBP) in part or in full towards fees.
purposes.”
 24 months payment profile of the cardholder. Gives a snapshot of the
Delinquency String state of the cardholder’s payment history. All the various delinquent
stages are called buckets e.g.
bucket
1
X-days
bucket
30-dpd
2
60-dpd
bucket
bucket
3
4
90-dpd
bucket
120-dpd
5
150-dpd
bucket
6
 Not enough money in cardholder’s account to clear the cheque when
it was presented to the bank for payment.
NSF (Non-Sufficient Funds)  Instrument was not valid for technical reasons. (E.g. overwriting,
number does not match amount, etc.)
 When a cheque is cleared but the card number is

Suspense Payment incorrect/incomplete/not readable. Then cheque will be posted as
suspense.
Mis-posted Payments  Payment that is credited in the wrong account. E.g. if cm X has
written card number of cm Y on the cheque, amount will be posted in
cm Y’s account.
purposes.”
SUMMARY
In this session we have learnt about:

 Credit Card terminology.
 Credit Card Face and Back
purposes.”
Group Activity
What are the card terms associated with credit card?
purposes.”
Card Terms
purposes.”
Card Terms
1. Who is a transactor? A cardholder who pays off the balance in full each month.
A cardholder who typically does not pay off their balance in full each month and usually allows a balance to revolve from
2. Who is a revolver? one cycle to another.
Process by which merchant bank and cardholder bank exchange financial data and value resulting from sales
3. What is settlement? transactions, cash advances, merchandise credits, etc.
4. What is Personal
Identification Number A four-digit number or word used to access information on the card account used to withdraw cash from an ATM.
(PIN)?
Each primary card account is assigned credit limit based on SBI card internal criteria. The cardholder can use the
assigned credit limit for domestic as well as international transactions pertaining to retail purchase and cash
transactions.
Add-On cardholders (first blood or spouse) share the same limits as that of the Primary Account Holder. Timely
5. What is credit Limit? repayments of outstanding into add-on/linked accounts are responsibility of primary card account holder. Non-payment of
outstanding pending in add-on/linked card accounts can lead to blocking of card usage services of all other linked
account/s, including primary card account.
Credit Limit and Cash Limit are communicated to the cardholder at the time of card delivery. The Credit Limit and Cash
Limits are communicated to the Cardholder in every statement. The Available Credit Limit (i.e. the Credit Limit available for
use) at the time of the statement generation is provided as a part of the statement.
The Outstanding on the Card Account must not exceed the credit limit at any time. In the event of breach of this provision,
the Cardholder will be charged an over limit fee at the prevailing rate. The Cardholder must repay the excess immediately.
The over limit fee is subject to change at the discretion of SBICPSL.
purposes.”
Card Terms
A preassigned percentage of credit-limit can be used by card holder to withdraw as emergency cash through ATM’s or
6. What is cash limit? by requesting SBI card through demand draft. Cash limit is a part of overall all credit limit and not above it.
7. What is available credit? The difference between the credit limit assigned to a cardholder account and the present balance, including
authorizations outstanding (for which the actual transaction has yet to be confirmed by the merchant).
SBI card offers revolving credit facility whereby a card account holder can pay only the minimum amount due (5% of
8. What is Revolving credit
Total amount due) printed on the statement and choose to revolve the remaining amount due in the next statement
facility ? cycle with applicable finance charges.
SBICPSL will review the Cardholder account periodically, and increase or decrease the Cardholder credit limit based on
9. Limit increase or internal criteria. Cardholders seeking to have their credit limit increased can do so by writing to SBICPSL and providing
decrease financial documents declaring their income. SBICPSL, at it’s sole discretion and based on such new documents
provided, may increase the Credit Limit of the Cardholder.
10. What is Merchant

Shops/Stores/Outlets, which accept credit cards as mode of payment against purchases made
Establishment (M.E)?
11. What are hot listed

Card/Accounts that have been blocked and bulletinized either by us or at the customer’s request (e.g. stolen cards).
accounts?
12. What is previous The cardholders account balance as of the last billing period.
balance?
Rupees amount representing the sum of the previous balance due plus cash advances and merchandise purchases for
13. What is balance due?
the billing period less credits for payments and / or merchandise returned plus any finance charges and fees.
purposes.”
Card Terms
14. What is finance The interest charge computed on the outstanding balance.
charge?
15. What is card not A new or replacement card that was sent to a new current cardholder, which the cardholder claims to have not received.
received case?
16. What is a non-monetary Any transaction posted to an account that does not have a Rupee value affecting the account. Name, address, and
transaction? status changes are examples of non-monetary transactions.
Penalties assessed against individual cardholder account for failure to make minimum payments.
17. What is late charge? 1. no payment by Payment Due Date
2. payment made less than the minimum amount due by the Payment Due Date
3. payment(full/Minimum Amount Due) made after the Payment Due Date
18. What is high balance? The highest balance the cardholder has ever had on the account
19. What is billing cycle/ Date account summary is mailed to the cardholder reflecting the previous month’s balance, new transactions, finance
charges for the billing period, new balance and minimum payment required.
statement date/monthly
e.g. A cardholder whose statement is generated on the 25th, his billing cycle would be 25th.
statement? Implies that all the charge slips which come to us before the 25th will get statement.
- Once the statement is generated the cardholder has to make a payment.

20. What is payment due - Minimum amount is due before the 20th day
date (PDD)?
- This is called the payment due date (PDD)
purposes.”
Break Time
purposes.”
Card Terms
- Bare minimum amount which the cardholder has to clear by the payment due date.
- Payment would mean keeping his card account in a healthy credit rating.
- There are five components
21. What is minimum i. Monthly minimum 5% of total outstanding or Rs 200 whichever is higher
ii. Past due amount Previous 5% monthly payments missed by the customer
amount due (MAD)? iii. Over limit amount Amount account is above the credit limit
iv. 100% GST
v. 100% EMI
vi. 100 % of Fee and Charges.
22. What is reissue card? Issuing of a new plastic and new card number to the customer in case he has lost/ misplaced the card.
23. What is replace card? Issuing of a new plastic with same card number to the customer in case card has been damaged.
Issuing of a new plastic with the same number when a card has expired.
24. What is renewal card? This happens after the 48 months when an account is first setup and after 60 months from second time
Description Reissue Replace Renewal
• Card Number • Yes • No • No

Change • Yes • No • Yes
• CVV Number • Yes • Yes • No
Change • Yes • Yes (Inform to • Yes
• New ATM PIN destroy the old
• New card card)
purposes.”
Card Terms
25. What is transaction or The date on which the customer actually made the purchase or transaction.
effective date?
The date on which the purchase or the transaction gets posted to our system. Usually there is a difference of 2-7days
between effective and posting dates.
This means the transaction is:
26. What is posting date? –Settled and confirmed from the Merchant.
–If a Visa transaction, it came in the daily Visa Settlement file.
–Now becomes an unbilled transaction impacting the Customer’s Current Balance.
27. What is Stand Alone When an add-on card is added after the account is setup.
The Add-on fee is pro-rated by the system so that the expiry date is identical with the primary cardholder’s card.
Add-on?
28. What is a memo A transaction for which authorization has been taken but the settlement has not been completed by the Merchant through
transaction? Visa, an SBI Branch has not yet responded with confirmation, etc.
The actual amount which has been utilized of the credit limit. Includes the Current
29. What is memo balance? Balance plus all memo debits/memo credits (outstanding authorizations).

Total billed and unbilled transactions on an account.

30. What is current balance? It does not include the memo debits / memo credits (unsettled) transactions /authorizations.
purposes.”
Card Terms
31. What is a delinquent card Cardholder who has missed the payment due date on his card account i.e. has not even made the minimum payment
account?
Accounts which have crossed the current credit limit assigned can be either current or delinquent.
Over-Limit for International Cards– 5% of the Credit Limit
Over-Limit for Gold Cards – 7% of the Credit Limit
32. What is an over limit
Over-Limit for Elite and Corporate Cards – 20% of the Credit Limit
account?
o Overlimit Authorization to be given to the customer only basis customer consent.
o Overlimit Fee will be charged basis the overlimit authorization.
33. What is reinstatement? When any account which was blocked for any reason is again activated and a fresh card/ plastic is sent to the cardholder
34. What is First Payment Accountholders where they have not made a single payment since the opening of the Account.
Default (FPD)? These are High-Risk accounts.
35. What is a charged off/ - Accounts which reach 180 days past due are written off /charged off. - The balance on a bank cardholder account that a
bank no longer expects to be repaid and writes off as a bad debt. - These accounts are no more considered as company
written off account? assets.
An account on which the credit card has been used for transactions without the knowledge or consent of the cardholder.
36. What is a fraud account?
Usually this is the result of lost, stolen or never received cards.
purposes.”
Grievance Redressal
To register your complaints, use any of the following options as per your convenience.
Call Us
You can call our Credit Card Bank-by-Phone Service & our executives would be glad to assist you.
From BSNL / MTNL Lines - 1860 180 1290 or 1800-180-1290 From all other phones - 39 02 02 02
Note : If calling from a mobile phone, please prefix your city STD code.
Our executives would be available between 8:00 A.M to 5:00 P.M, Monday to Saturday. Our IVR (Interactive Voice
Recording) facility and Emergency Services will be available 24 hours on the Helpline
Write To Us
Manager- Customer Services
SBI Cards & Payment Services Pvt.Ltd.
DLF Infinity Towers,Tower C,12th Floor, Block 2,Building 3,DLF Cyber City,
Gurgaon -122002(Haryana) India.
purposes.”
Grievance Redressal
Email us @
SBI card has Webform (Email Us & Grievance Redressal system) in the Contact Us section of the SBI Card website.
Webform is an advanced Interaction Management System that has the following features –
 Allows customer to raise request through a simple guided form
 Suggests relevant FAQs and Self-service options
 Allows and maintains the customer-agent interactions
 Allows customer to escalate, in case of unsatisfactory response

The Banking Ombudsman Scheme 2006
We are covered by the Banking Ombudsman Scheme, 2006 of the Reserve Bank Of India. If within 30 days of lodging a
complaint with us, you do not get a satisfactory response from us, and wish to pursue other avenues for redressal of the
grievance, you may approach the Banking Ombudsman appointed by the Reserve Bank Of India.
purposes.”
Break Time
purposes.”
purposes.”
purposes.”

Day 1 T1 Content V3 September 2022

Uploaded by

Copyright:

Available Formats

You might also like

Day 1 T1 Content V3 September 2022

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Day 1 T1 Content V3 September 2022

Uploaded by

Copyright:

Available Formats

WELCOME TO SBI

Introduction and Ice-breaker 30 Approved Ice breakers

What do you mean by credit?

Transaction Settlement, Authorization, Memo Transaction,

The What are Deal with

Credit card can be used to

ISSUING BANK VISA/MasterCard ACQUIRING BANK

Issues Applies Authorization Authorization

Goods & Services

Discuss the following in your group :- 1. What is

Facilitates Limited liability of a lost /

Defined as the retail stores, which accept credit cards

 Offers convenience to their customers

 Benefits from the free advertisements & brand promotion of Visa/MasterCard.

Sometimes the Acquirer & Issuer are the same entity

5. Issuer bills cardholder once a month.

Cardholder is actually repaying a loan from the Issuer.

In this session we have learnt about:

 Players in Credit Card Industry

 Role of each player in credit card transaction cycle

 Credit Card Transaction

 Authorization and settlement process

 What is credit card transaction cycle?

By the end of the session you will be able to understand:

 Card Number, Account Number, CVV, Logo, BIN

 Primary, add on and Stand alone card

 Chargeback, Retrieval Request, Disputed Transaction

 Suspense Account , Skip Account, NUNP,NUBP

EMV CHIP Card

 Amount customer owes (has to pay) to the issuer.

Debit  Plus to the outstanding or amount that increases customers’ liability

Credit  Minus to the outstanding or amount that decreases customer’s liability

Transaction  A debit or a credit in an account is called a transaction.

 An initial mailing to new customers, which includes a guide to card, benefits,

 An account of a cardholder with unpaid outstanding and is not traceable.

 When a cardholder disputes a transaction we ask for the charge slip to be

 When a cheque is cleared but the card number is

In this session we have learnt about:

 Credit Card Face and Back

What are the card terms associated with credit card?

10. What is Merchant

11. What are hot listed

- Once the statement is generated the cardholder has to make a payment.

Description Reissue Replace Renewal

• Card Number • Yes • No • No

Total billed and unbilled transactions on an account.

You might also like