ROLE GUIDE CUM CERTIFICATION MANUAL

ASSOCIATES
For Internal Circulation Only
 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. This year too, the manuals come with a new look, an integration of
Level-I and Level-II manuals of the previous year. Chapters will now have the
learning objectives at the beginning with a few recap questions and sample
caselet 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-ASSOCIATES

MODULE-A
LIABILITY PRODUCTS

State Bank Institute of Human Resource Development,

Indore
 A. INDEX ON LIABILITY PRODUCTS

Sl No Particulars Page No
1 Liability Products- Highlights & USP # 1
1.1 SB account and variants 3
1.2 CA and variants 6
1.3 Time Deposit and variants 10
1.4 Recurring Deposit (RD) Scheme 12
1.5 Multi Option Deposits Scheme (MODS) 13
2 Checklist & Frequently Asked Questions (FAQs) 14
2.1 SB account and variants 14
2.2 CA and variants 18
2.3 Term Deposit & Special Term Deposit 21
2.4 Recurring Deposit Account 22
2.5 SBI Tax Savings Scheme 23
2.6 SBI Cap gains Plus 24
3 Risk and Compliance 26
3.1 Activation of Inoperative CA/SB 28
3.2 Term Deposit for Security Deposit Purposes 29
3.3 Banking Companies (Nomination) Rules, 1985 30
3.4 Banking Codes and Standards Board of India (BCSBI) 31
3.4 Consumer Protection Act’ 2019 (COPRA) 32
3.5 TDS provisions 33
Caselet 34
Key Learnings Achieved 38
Important Circulars 39
Check Your Progress 40

# 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.
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
Activation of Inoperative CA/SB
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
Term Deposit for Security Deposit Purposes
To know revised guidelines for such deposits 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?

Demand Deposits Time Deposits

Savings Bank Account
TDR
STDR
RD
Current Account
MODS

• Basic Savings Bank • SBI Surabhi

Deposit Account Deposit
• Savings Plus Account • Realtors CA
• Pehla Kadam • Power Jyoti
• 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 Accont
(CASA)

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 financial
institution is keeping either in its vault or deposited with the Reserve Bank of India depends
on the amount of demand deposits the institution is holding.

USP:

1 May have a single or Joint owners or holders of accounts. Either owner can operate,
or joint owners can operate the accounts, 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 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.
Relationship Managers / other points of customer contact shall
properly educate all customers they meet, about the availability of
Nomination Facility. Nomination cannot be made in HUF accounts.

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

FAQ- Which are the various channels to open the SB account?

3
 Through Branch
• By submitting a standard Account opening Form (AOF) along with prescribed KYC
documents.

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.

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

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

3. ATM, Mobile banking and INB make it
number of SB accounts higher deposits can
possible to not carry cash everywhere
be garnered, which, if deployed properly
or more than what is required in the
could lead to higher Net Interest Margin and
pocket/ at Home.
higher profit for the Bank.

4. There is no maximum limit of amount

3. A Savings Bank account could be the
that one can save in the SB account
beginning of a fruitful lifelong banking
(except in special accounts).
relationship with a customer (Banker for
Life!) e.g., if you open a minors’ savings
5. While money is available for meeting
account and he or she continues to bank
daily expenditure, the surplus provides
with us over period of years. After he / she
low but steady interest. For higher

4
 interest, the amount can be converted becomes an adult, we should be able to
into Fixed Deposits. take care of all their banking needs and thus
expand our deposit base, loans and other
income portfolio.

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
To be No OVD.
complied Only declaration.
The accounts are initially valid for 12 months only.
Further transactions will be permitted only if, the customer
submits KYC documents or proof of having applied for KYC
documents. If the customer submits proof of having applied
for KYC documents, the account will be allowed to continue
for a period of 24 months from the date of opening of
account.
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
of opening the account if the customer fails to submit KYC
documents. In such cases, the account should be closed.

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.
What is the 1 year to 5 years, in round months.
tenure
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.

No interest is allowed on current

account balances. Bank levies a
quarterly / yearly charge, depending
upon the type of account, for non- The operations of the account
maintenance of the stipulated may continue even after the
minimum balances. 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

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

While opening a current

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

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 has
since been launched. Currently, the facility is available to open Current Account of
Proprietorship, Partnership and HUF firms.

FAQ- Whether minors are allowed to 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 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.

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

I. Regular Current Account (MAB Rs 10,000/-)

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)

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 cannot be theoretically withdrawn before the 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 available. No cheque book or routine transactions 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. provides banks the necessary funds to lend
money to other individuals or entities. It is
2. Funds may be withdrawn on demand imperative to open large number of Term
24x7 with INB and ATM facility in Deposit Accounts to mobilize stable deposits
variants of Term Deposits. due to its inherent restrictions on withdrawal.

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

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.

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

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 is as per

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

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

are completely
liquid.

Premature
withdrwal
allowed or auto
withdrawal
through CA / SB

Minimum Amount for MOD Creation - Rs. 10,000/- (in multiple of Rs. 1,000/- each
thereafter).
2. CHECKLIST OF LIABILITY PRODUCTS:
13
Maximum Amount - No Limit
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

and (Literate account holder or Illiterate Account holder or Minor Account
ownership holder). The account can be opened and 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
withdrawal Bank for personal use is limited. Beyond this free number the bank may
is allowed charge for 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 is exempt from
applicable Income Tax.
Whether Minors can open Savings Bank accounts either singly or jointly with his/
minors can her 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
open SB Contract 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 By more than two persons in their joint
persons in their joint names, payable to: names payable to:
i) Either or Survivor i) All of them or the survivors or the last
ii) Former or Survivor survivor.
iii) Latter or Survivor ii) Any one or more of them or survivors
or the last survivor.
iv) Both or Survivor
iii) A person during his/her lifetime or
v) Both jointly
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 of
offered 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 ❖ No cheque book will be issued.
Cheque ❖ 25 cheque leaves free every year can be issued to BSBD/SMALL account
book is holders (Senior Citizens and Differently Abled Persons only) on request.
allowed
What are Maximum 4 withdrawals The aggregate of all withdrawals and
withdrawals including withdrawals at own transfers in a month does not exceed Rs.
restrictions ATMs and other Bank’s ATMs 10000.
and other modes including
RTGS, NEFT, Clearing, Branch
cash 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 Before opening a BSBDA, a Self-attested photographs and declaration on
declaration declaration from the customer address proof.
required will have to be obtained that
15
 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.
What about Can be converted to BSBDA. NA
existing Whenever customer submits
Saving Bank request for conversion of
Account regular Saving Bank Account to
BSBDA, the account should not
be closed only the product code
needs to be changed in CBS

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 n d

who can sign uniformly.
Maximum Rs. 10 lacs in the account
Balance
Mode of Jointly with the Parent or Singly operated
Operation Guardian as the primary
accountholder
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), and Issue Demand Draft. day transaction limit ofRs.5,000/-
Per 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 minor. Liberalised for Low-Risk category.
for Low-Risk category.

16
Chequebook Personalised cheque book Personalised chequebook
Photo ATM- Child’s photo embossed ATM- Photo embossed ATM-cum-Debit with
cum-Debit Card cum-Debit Card with withdrawal/POS limit of Rs. 5,000/-will be
withdrawal/POSlimitofRs.5,000/. issued in the name of the minor.
Card will 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- B i l l payment, T o p -ups,
Bill payment, Top-ups. Per IMPS. Per day transaction limit
daytransactionlimitofRs.2,000/- ofRs.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)
Autofor
PAI sweep
Parent Personal Accident Insurance Cover (offered by SBI General) for the Parent
Child Plan (in case of Pehle Kadam account only).
Smart Scholar 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 Pahla Kadam and Pahla 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?

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

17
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.

18
 FAQ- Which are different CA Variants and facilities available in each of them.

FEATURES REGULAR GOLD DIAMOND PLATINUM

MAB Rs. 10,000/- Rs.100,000/- Rs.5,00,000 Rs.10,00,000/-
Free Rs 5 lakhs per Rs. 25 lakh per Rs. 100 lakhs per Unlimited Free
monthly month (Inclusive of month (Inclusive of month (Inclusive of (Inclusive of cash
Cash cash deposited in cash deposited in cash deposited in deposited in CDM,
Deposit limit CDM, Recycler, CDM, Recycler, CDM, Recycler, Recycler, GCC,
GCC, Home & Non- GCC, Home & Non- GCC, Home & Home & Non- Home
Home Branches) # Home Branches) # Non-Home Branches) #
Branches) #
Free cheque 50 per month 300 per month 700 per month Unlimited Free
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 Unlimited Free 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 1 Lakh per day Rs 2 Lakhs per day Rs 2 Lakhs per day Rs 2 Lakhs per
Deposit at Non- day
Home Branch
Cash Free for unlimited Free for unlimited Free for unlimited Free for unlimited
withdrawal amount amount amount amount
charges at
Home Branch
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
19
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 would 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 details in the field names (MIS) to
be entered in the challan copy given to the BO & S department at GITC, CBD
remitter. This number will be appearing in the Belapur for parameterization,
statement and can be viewed by the which would generate a fee type
Institution through statement/CINB. no. and intimate the Circle. The
branch would, thereafter, open the
Power Jyoti account with product
type 5091-2421.

20
 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: - LIFO: Last in First Out 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

21
How the disposal In the absence of specific instructions from the customer, a Term Deposit
of amount is done on maturity is automatically renewed for the same period at the rate of
on maturity 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/-.
How the interest At monthly / quarterly / half-yearly The interest on the STD 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 MOD
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.

22
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
23
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.
Withdrawals under this account can be Withdrawals under this account can be allowed in
made from time to time by the the manner stipulated under the scheme.
depositor.

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 aged 60 years and above, will NOT be eligible for additional
Citizens interest. Deposits received from senior citizens will also carry the same
benefit rate as applicable to public.
Staff Payment of higher rate of interest on deposits from members of the Bank’s
Accounts staff / pensioners is NOT permitted under this Scheme.

Charge or The amount standing to the credit of any depositor in any account shall
alienation NOT be placed or offered by him as security for any loan or guarantee and
shall not be charged or alienated in any manner whatsoever
Conditions 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.
24
 Eligible Closure/ Premature
Applicants Payment
• a) Resident Individuals, Body of • Closure of Savings bank Account
individuals (Account – A) and closure of
• b) Non-individuals like Hindu TDR/STDR (Account – B) allowed
Undivided Family (HUF), Sole before maturity. (Proceeds to be
Proprietorship firms; credited to CapGains SB -
Partnership firms, Companies, Account- A only).
Association of persons etc.
• c) Non-Resident Indians (NRIs) • At the time of final closure of all
• d) Resident but not Ordinary accounts the depositor will have
Resident (RNOR) to produce specific authority
• e) Artificial Judicial persons who letter/ certificate from the
have capital gains, taxable in Income Tax Officer having
India. 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 the existing
rules in this regard.

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

25
 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.

26
 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)

27
3.1 Activation of Inoperative CA/ SB

(A) When the customer approaches the Branch for activating the Inoperative Account

(i) Where the Inoperative Account Under no circumstances, the activation of

is KYC non-compliant and KYC Inoperative account will be permitted without
updation is due/not due.
obtaining fresh KYC documents and updation of
(ii) Where the Inoperative Account is KYC in CBS as per prevailing KYC guidelines/SOP
KYC compliant and KYC updation is at the material time, irrespective of the risk profile
due. of the customers, even in case of Low Risk
Customers where there is no change in identity and
(iii) Where the Inoperative Account is address of the customer, the Branch will ensure
KYC compliant and KYC updation is that extant KYC documents are obtained and KYC
not due. 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.

28
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.

29
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”.

30
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 Micro & Small Enterprises – This
to all the products and services, Code related to Applications,
whether they are provided by Credit Assessment, Sanction
Bank branches or against acting /Rejection, Post Disbursement,
on Bank behalf, whether across Non-Fund Based Facilities,
the counter, over the phone, by Financial Difficulties, Nursing
post, through interactive Sick MSEs and Debt
electronic devices, on the Restructuring, Security
internet of by any other method. Repossession Policy & Deposit
Accounts related to ME&SE.

31
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.

32
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.

33
Caselet- 1

Nomination: A stitch in time saves nine

Mr. Prateek Vyas had reported as Branch Manager just two months back. To his utmost
disappointment, he had received and settled more than 40 cases for deceased accounts
without nomination. 20 cases were still in process since last week where family members
were struggling to get the legal representations from competent authority. Further, more than
10 cases were having settlement amount beyond power of BM which were sent to RBO for
approval. However, RBO had raised certain queries in document which were to be attended.

He tried to find out the root cause and came to know that being the old branch, accounts
which were opened before computerization such as old savings accounts the nominations
were not updated in CBS during migration of accounts to CBS. Further, at TDR desk, TDR
accounts were opened but nomination details were never asked from customers.

The branch was losing the immediate deposit business and other potential business as the
legal heirs did not want to keep their account due to poor customer service. He wanted to
stop the outflow of deposits which was affected due to absence of nomination in bank
records. He never felt in his banking career of 10 years that the Nomination could be a part
of good customer service and if not handled properly shall kill the business, time, and add
agony of both bankers and customers.

Q1. Bank offers nomination facilities in many financial products. Which of these is an
incorrect option:
a. Savings Bank account, TDR, STDR
b. Current accounts of Public Ltd and Pvt Ltd companies
c. Lockers and safe deposit articles
d. PPF and SSA

34
Q2. Suppose nominee N of an account has dies, how can account holder effect the
nomination:
a. account to be closed and a fresh account to be opened.
b. nominations change form to be submitted with duly mentioning the new nominee details.
c. a consent from legal heirs of N is required.
d. change in nomination is not allowed.

Q3. What is the documents requirement for processing of claim settlement in case of
accounts of deceased constituents with nomination?
a. Make Payment to Nominee after due diligence.
b. Make Payment to Nominee after obtaining Surety.
c. Make Payment to Nominee after obtaining affidavit.
d. Make Payment to Nominee after obtaining Legal representation.

Q4. 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

Q5. A customer is having RD, TDR & SB. He can avail nomination facility by submitting-
a. One nomination for SB and another for TDR & RD accounts.
b. Separate nomination for each account allowed.
c. Only one person can be nominated for all accounts.
d. None of these

Answers:

1 2 3 4 5
B B A D B

35
Caselet- 2

Stress Minus, Savings Plus

Dr. Ashwin started narrating the incident that happened on the previous day at the branch. He is
having a balance of Rs. 15.25 lacs in his SB account for the past one week. He was trying to visit
the branch personally to invest the amount in fixed deposit, but he was not able to visit the branch
during the working hours because of his preoccupation with the patients and surgeries. Hence,
the previous day Dr. Ashwin had sent one of his hospital staff Ms. Radha to the branch for
creation of a Fixed Deposit.

Ms. Radha requested for opening of the Fixed Deposit and transferring the amount lying in the
SB account to FD, she gave the request letter signed by Dr. Ashwin in this regard. But Mr. Govind
due to his overburdened work was little harsh to her and refused to do the transaction. Even then
Mr. Govind was rude to Ms. Radha and said that the fixed deposit can be created only when Dr.
Ashwin visits the branch personally, signs the application form and other related vouchers/ forms.

Q1. 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

b. Monthly

c. Either A or B

d. Not required

Q2. MOD can be opened in the form of

a. TDR
b. STDR
c. RD
d. Either a or B

Q3. From the below given products, which is the best suitable product for Dr. Ashwin?

36
 a) Regular Savings Bank Account
b) Corporate Salary Package Account
c) Savings Plus Account
d) Current Account

Q4. In Savings Plus Account, what is the minimum and maximum period of MOD?
a) 6 months and 10 years
b) 1 year and 10 years
c) 1 year and 5 years
d) 6 months and 5 years

Q5. Any surplus funds in the Savings Bank Account exceeding the threshold limit of Rs.
__________, and resultant balance of Rs. _________ are transferred as Term Deposit in
Savings Plus Account.
a) Rs. 25000, Rs. 10000
b) Rs. 50000, Rs. 25000
c) Rs. 100000, Rs. 75000
d) Rs. 35000, Rs. 25000

Answers:

1 2 3 4 5
C D C C D

37
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.

(iii) 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.

38
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/S^P-SP/4/2020 - 21
Inoperative Current and dated: 22nd Sep 2020
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 Savings Bank accounts: e-Circular No.: NBG/PBU/LIMA-SB/1/2020 - 21
interest rate on rupee dated: 9th Apr 2020
deposits
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/31/2018 – 19 dated
Variants 12.12.2018

39
Check Your Progress

1. Interest in SB accounts is calculated on daily product basis at and paid on ____

a) Monthly basis.
b) Quarterly basis.
c) Daily basis.
d) Half-yearly basis.

2. Minimum tenor for Special Term Deposit

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

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

a) No limit
b) Rs 50,000/-
c) Rs 1,00,000/-
d) Rs 1,50,000/-

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

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

5. Transactions allowed in BSBDA Small account for ____ months.

a) 12 months
b) 24 months
c) 60 months
d) No such time.

Answers:

1 2 3 4 5
B C D C A

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

40
 CERTIFICATE PROGRAMME-ASSOCIATES

MODULE-B
RETAIL ASSETS PRODUCTS

State Bank Institute of Human Resource Development,

Indore

1
 MODULE B
INDEX
Sl No. PARTICULARS PAGE NO.

1 Key Learning Objectives 3

2 Basics of Advances and Retail Loan Products 4-7

3 Marketing of Asset Products 7

4 Home Loan Variants 8-23

5 Auto Loan Variants 24-31

6 Education Loan Variants 32-36

7 Gold Loan Variants 37-40

8 Xpress Credit Variants 41-46

9 Pension Loan Variants 47-49

10 Other Demand Loans 50

11 FAQs 51-62

12 Implication from risk and compliance point of view 63-64

13 Case study, Key Learning points, Check your Progress, 65-73

14 Check list of Retail Assets 74-81

2
 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

3
 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.
● 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.

4
● 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 or
Term Loan (medium or long term). These could be clean or secured, depending upon
the scheme.

5
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 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

6
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

7
 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 coborrowers 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.
Loan Maximum Loan amount depends on i) EMI/NMI ratio ii) LTV ratio iii)
Amount 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

8
 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 minimum 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.
Minimum & Minimum Rs. 20 lac & Maximum Rs.3 Crores
Maximum Loan
Moratorium As per Home Loan Scheme
Security EM
Special Feature INB & Cheque book to be issued after full disbursement

9
 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
• 5 years to construct house
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
Minimum & Minimum Rs. 5 lac& Maximum Rs. 15 crore;
Maximum It depends on EMI/NMI ratio & LTV Ratio
Loan
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

10
 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.
Loan For 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.

11
 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
Max. Loan calculated as per EMI/NMI Ratio method, subject to stipulated
LTV norms.
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

12
 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
• Middle income Group I: Annual Family Income Rs. 12 lac
• Middle income Group II: Annual Family Income Rs. 18 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/ MIG-I- 9 lac/ MIG- II- 12 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

13
 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
Loan In case of unsuccessful applicants – on receipt of refund from the
Tenor Housing 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 should be
routed through SBI. (ii) Lump sum amount equal to 6 month’s interest
to be taken upfront. (iii) 2 PDCs one for the principal amount of EMD
and another towards interest for the next 6 months 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)

14
 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 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%

15
 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

16
 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
2. 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.
Loan Tenor For Salaried: Maximum tenor 15 years or residual service period whichever is
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 iii)
Loan 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.

17
 4.11 SBI BRIDGE HOME LOAN
USP
• Short term loan against existing residential property
• To upgrade to bigger /larger/better housing property
• To match liquidity mismatch
• Simultaneously avail home loan
Purpose Loan to meet shortfall in funds for purchase a new home/flat
Eligibility Individuals who are owners of an unencumbered house/flat and who intend to
sell the existing home/flat for meeting temporary shortfall in cost for acquiring
new home/flat,
Loan Tenor Maximum 2 years; The Bridge Home Loan needs to be repaid in full by the
borrower any time during the maximum loan tenure of 2 years, in one or more
number of instalments. No EMIs will be stipulated for Bridge Loan by the Bank
during the loan tenure of 2 years.
Loan Amt Minimum Rs. 20 lacs, Maximum: Rs. 2 crores
Moratorium Loan to repaid at one go; interest servicing to be done monthly
Security Equitable mortgage of the SARFAESI compliant existing residential property
against which Home Bridge Loan is sanctioned by the Bank
Special • Simultaneous Home Loan may be sanctioned & disbursed for acquiring
Feature New House
• Minimum CIBIL score 700

18
 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
• Cheapest interest rate
• 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
Minimum & Category I- Minimum Rs. 2 lac & Maximum Rs. 50 lac
Maximum Category II- Minimum Rs. 2 lac Maximum- no upper ceiling
Loan
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

19
 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 5 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.
Minimum & a) Home Loan borrowers with 12-60 months satisfactory repayment track
Maximum record after completion of moratorium period Minimum: Rs 1.00 lacs Maximum
Loan Rs 5.00 lacs subject to: 5% of the Home Loan Limit.
b) Home Loan borrowers with more than 60 months satisfactory repayment
track record after completion of moratorium period: Minimum: Rs 1.00 lacs
Maximum: Rs 5.00 lacs subject to 10% of the Home Loan Limit
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

20
 4.14 INSTA HOME TOP UP LOAN
USP
• Hassel free Top up loan available online
• Fully automated product, no manual intervention
• Minimum loan Rs 1 lac , Maximum Rs 5 lacs
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
Minimum & 5% of the Home Loan Limit, subject to Minimum of Rs. 1,00,000/- and
Maximum Maximum of Rs. 5,00,000/-
Loan
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

21
 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
Minimum Minimum Rs. 5 lac; Maximum Rs. 7.5 crore subject to location of
&Maximum property
Loan
Moratorium No moratorium
Security EM on property
Special Minimum CIBIL score 700
Feature

22
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.

23
 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

24
 5.2 SBI Loyalty Car Loan Scheme
USP
• NIL Margin
• Low Processing Fee
• Low Rate of Interest
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 10Lacs (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

25
 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 $ 12000.00or equivalent in other currencies (Circular
No. PBBU/AL/1/162 dated February 17, 2007)
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.
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.

26
 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

27
 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 Amount Minimum: Rs.3 lacs.
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 Min Loan amount
>=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.

Guidelines
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. 6 cheques to be obtained & to be used for repayment
till the NACH mandate starts functioning

28
 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
• Low Margin
Purpose To purchase Two wheeler vehicles
Eligibility Existing customers, Salaried/ Professionals/ Businessmen etc., are
eligible for this loan...21—57
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

29
 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 5 years
Purpose for purchase New vehicles
Eligibility
(i) Regular employees of State/Central Govt., Public Sector Undertakings,
corporations, private sector companies, and reputed establishments.
Defense Personnel: Commissioned Officer with minimum 6 Months length of
Service is eligible.
(ii)Professionals, Self-employed, Businessmen, proprietary/partnership firms
and others who are income tax assesse
(iii) Persons engaged in agriculture and allied activities can also avail this
scheme.
Minimum Salaried: Net Annual Income of applicant and/or co-applicant if any, together
Income should be Rs.2, 50,000/- p.a. and above. Income from other sources subject
to submission of proof, like bank interest/dividends of listed Companies, rent,
agriculture income can be added
ii) Self-employed, Professionals, Proprietary/Partnership firms and
Businessmen: Net Profit or Gross Taxable income of Rs.4, 00,000/- p.a. as
per ITRs together for Self-employed, Professionals and Businessmen) as per
ITR and deducting repayment of all existing loans. Business Income from
other sources like bank interest/ dividends of listed Companies, rent,
agriculture income can be added subject to submission of proof.
iii) Agriculturists: Net annual income of applicant and/or co-applicant together
to be Rs.4,00,000/-.
Loan Maximum: 5 years for all categories of borrowers.
Tenor
Defense Personnel: In case of Short Commissioned officer, before retirement
or 5 years whichever is earlier.
Loan Minimum Loan Amount: Rs.2,50,000/-
Amount Maximum loan amount: within permissible EMI/NMI
Margin 15% of Ex Show Room cost of the vehicle. In case of customers under
Corporate Salary
Package/tie-up margin is reduced by 5% and loan is available up to 90% of
the ex-showroom price of the vehicle. These concessions will be extended to
SBI HNI and Wealth customers as well.
EMI/NMI Up to Rs. 10 Lakhs: 50% Above Rs. 10 Lakhs: 60%

30
 5.8 Car Loan Lite
USP
• No income proof required
• Low processing fee
Purpose To purchase new vehicles
Eligibility The scheme is applicable to Businessmen, Professionals & Self
Employed and Agriculturists ‘under Tatkal Tractor Scheme’ who are
engaged in economic activity which gives them income but have no
proof of income. Aadhar card of the borrower should be obtained. Age
in respect of all applicants will be between 21 to 65 years.
Loan Tenor 5 Years
Loan Amount Maximum loan amount is Rs.4.00 lacs.
MARGIN Margin of 25% on on-road price

Other No overdue at the time of application. Must have CICIL score 721&
Guidelines above, if not residing in own/parental house and 689 &above if residing in
own/ parental house. In cases of no hit in CIBIL or poor score including
0,-1,1 to 5, report from other CICs will be considered , provided it scores
689& above.

#SBI GREEN CAR LOAN (ELECTRIC VEHICLE) SCHEME: As applicable of SBI Car
loan except the repayment (Minimum 3 Years; Maximum 8 Years)

31
 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 Students and Co-borrowers should have a minimum CIBIL Score of -1 or
Guidelines >600 for secured and -1 or >650 for unsecured Education Loans.
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.

32
 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.

33
 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
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 liquid
Guidelines 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.

34
 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 Criteria.
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.

35
Other Important Aspects of Education Loan
6.5 Vidya Lakshmi Portal (VLP)

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

6.6 Credit Guarantee Fund Scheme for Education Loans (CGFSEL)

Credit Government of India through Ministry of Human Resource

Guarantee Development (MoHRD), Department of Higher Education has
Fund notified the Credit Guarantee Fund Scheme for Education Loans
Scheme For (CGFSEL). Under this guarantee scheme, education loans upto Rs. 7.5
Education Lacs will be covered
Loans
(CGFSEL) The maximum loan limit under this scheme is Rs 7.5 lakh without any
collateral security and third party guarantee. However, the Fund reserves
the right to revise the loan limit as and when required

For availing the guarantee coverage, the Member Lending Institution

shall pay Annual Guarantee Fee (AGF) of 0.50% p.a. of the outstanding
amount as on the date of application of guarantee cover, upfront to the
Fund within 30 days from the date of Credit Guarantee Demand Advice
Note (CGDAN) of guarantee fee.

36
 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
Amount the 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

37
 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
SCHEME) transact in the account through their INB platform.
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
BULLET of the term i.e., there is no requirement to service the interest or
REPAYMENT instalment during the loan term.

Maximum repayment period is 12 months Margin:35%

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

38
 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/-

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.

39
 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
12months.
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

40
 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.

41
 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,
defraying educational expenses of wards, meeting margins for purchase of
assets etc.)
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.

42
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.

43
 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
• Min. Loan- Rs 25000, Max.- 1,80,000
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 Minimum: Rs. 7000 Maximum: Rs.

Monthly 14999
Income
Loan Amount Minimum: Rs.25000
Maximum: Rs. 1,80,000
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
fee at the 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

interest scheme across various brackets.

2nd Loan No second loan. Fresh loan with enhanced limit can be sanctioned
after closing the existing loan.

44
 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

45
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 Silver, Gold, Diamond and Platinum
variant as follows:
Variant Maximum Limit
Silver Rs.40,000/-
Gold Rs.75,000/-
Diamond Rs.1,50,000/-
Platinum Rs.2,00,000/-

46
 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
nd
2 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.

47
 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%.

48
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
Name of the SBI Pension Loan to CMPF Pensioners
Scheme
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.

49
 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.

50
 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?

51
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
➢ 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 Can we sanction a loan without IT returns or any income proof

Ans. We can sanction loan under Car Loan-LITE, if the declared income is Rs 2.50
Lakh with maximum loan amount of Rs 4 Lakh.

15 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.

16 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/-.

17. One of our home loan borrowers has requested for car loan with margin
0%, Can we help him?

52
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.

18 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.
19 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.

20 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.

21. 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.

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.

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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’

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.

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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,
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.

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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.

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?

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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.

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• Monthly reducing method: In this system, the principal, for which you pay interest,
reduces 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

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• 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
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.

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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.

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.

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 • 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
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

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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 LOS – Accounts where net means is '0' (LOS PB).
Cannot be rectified. Incorrect CERSAI search ID in LOS PB.
Branches to ensure for
non-recurrence in future
Errors’ that can be ➢ Home loan accounts where EM not created/ not
rectified/ updated in recorded in CBS after 18 months from date of Sanction
system CBS
(67161)
(Rectification Screen
number in Brackets) ➢ Details of EM creation not recorded in CBS (accounts
with limit >Rs.50000) other than home loan accounts
(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 / Omissions ➢ Home loan accounts not covered under Suraksha even
/ delays to be rectified though borrower opted for the same.
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
Q.3. 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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Case Study -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

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 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:

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 ➢ SBI Car Loan Scheme ➢ SBI Two-Wheeler Loan Scheme
➢ SBI Loyalty Car Loan Scheme ➢ High Value Super Bike Loan
➢ NRI Car Loan Scheme ➢ Car Loan Lite
➢ Assured Car Loan Scheme ➢ SBI Green Car Loan (Electric
➢ Certified Pre-owned Car Loans 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

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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.

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 Quick Personal Loan

➢ SBI Insta Credit. ➢ SBI Pension Loan
➢ Xpress Elite. ➢ Jai Jawan Pension Loan

69
Important Circulars

Sr. Particulars Circular date

No.
1 Master Circular on Home Loans And Home 09.04.2020
Related Loans Updated As On 21.03.2020
2. Personal Banking Advances Master Circular: 20.03.2021
Auto Loan
3. Personal Banking Advances Master Circular: 15.03.2021
Xpress Credit
4. SBI Education Loan Schemes Master Circular 20.03.2021
Updated As On 28.02.2021
5. Master Circular Pension Loans 16.03.2021

6. Gold Loans Master Circular: Updated Up To 15.03.2021

28.02.2021

70
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 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 is aimed at small businessmen and
self-employed where no income document is required?
a. Loyalty Car Loan b. Car Loan Lite
71
 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

12. Employees of loss making State Public Sector units which are in the nature of
essential State services can be offered which of these personal loans?
a. Xpress Bandhan b. Xpress Power
c. Xpress credit to IT Employees d. Risk Mitigated Product – Xpress Credit

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

72
17. Which of these expenses are not covered under the project cost for Education
Loans for studies in India?
a. Cost of Computer/ Laptop.
b. Cost of a 2-wheeler (up to Rs.50, 000).
c. Cost of Study Tour.
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
b. 55 per cent
c. 60 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
b. 12 times Gross Salary
c. 12 times Net Monthly Income
d. 24 times Gross Salary

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

73
 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

74
➢ 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
75
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.
76
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.

Car Loan Lite

Bank Account Statement:

(Not applicable for Existing SME Customers):-

For Others:

• 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:

77
(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

• 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.

78
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
➢ 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]

79
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
• 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
80
 • 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.

*********

81
 CERTIFICATE PROGRAMME-ASSOCIATES

MODULE-C
BEHAVIOURAL SCIENCE, SOFT SKILLS

State Bank Institute of Human Resource Development,

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

Contents Pages

1. Communication and Courteous Communication 1-11

2. Empathy in Customer Service 12-21

3. Positive Attitude 22-29

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 the 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 good bye”.

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
4. What is meant by coherence in communication?

11
 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
 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 their
trust 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.

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 • 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 years 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.

4. Empathising has advantages. Choose the odd one among the following ?
a) It gives a better understanding of people.

21
 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?

e) Lack of Coordination
f) Lack of Self Discipline
g) Lack of Learning Ability
h) 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?

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)

1 2 3 4 5
h d c b c

30
 CERTIFICATE PROGRAMME-ASSOCIATES

MODULE-D
DIGITAL PRODUCTS

State Bank Institute of Human Resource Development,

Indore
 MODULE-E
DIGITAL PRODUCTS
INDEX MODULE E (DIGITAL PRODUCT)
Contents Pages
YONO- Introduction, Registration & USPs 3-5

Account Opening Journey 6-9

YONO APP/Web features 10-19

PAPL 20-53

FINANCIAL SUPERSTORE 54-51

ONLINE MARKET PLACE 54-60

YONO KRISHI 61-65

YONO CASH 66-69

YONO smart Cheque Deposit Kiosks (CDK) 70-76

YONO Branch Portal- NFS 77-80

BHIM SBI PAY 81-92

GOOGLE PAY APP 93-97

YONO LITE 98-111

RINB 112-125

CORPORATE INTERNET BANKING 126-136

CRM 137-143

BHARAT QR 144-147

FASTAG 148-152

DATA QUALITY 153-159

 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 & USPs
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 Omni-channel 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 both its web portal and 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,
Omni channel platform to reduce manual intervention and go paperless to provide
superior and seamless customer experiences including customer onboarding.

YONO application is available in both Mobile Application and Web portal. The application
is accessed by New customers and Existing Customer as under.

YONO

EXISTING NEW

Branch DIGITAL REGULAR

INB ATM INSTA SB
Interface SB SB

Check List for Customer

• Smartphone/iOS devices/tablet/PC
• 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/web Portal. FAQs will be placed under ‘Help & Contact us’ section of the
mobile app/web portal.

• 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
USPs of YONO:
❖ Instant Account Opening
❖ Complete paperless transactions
❖ Unified App for Lifestyle Expense and Banking
❖ Fund transfer via UPI
❖ Smart spending – spend analysis
❖ Pre-Approved personal loan on the move
❖ An instant account opening from anywhere
❖ You can get exclusive discount offers and special deals on the move
❖ Purchase all financial products from a single app
❖ Transfer funds in just four clicks.
❖ Get overdraft facility against fixed deposit
❖ Benefit from intelligent spend analyser
❖ Seamless User-friendly Omni Channel app
❖ Anytime, anywhere 24*7 Banking, Investments and Lifestyle Products & Services
❖ YONO CASH: Card less withdrawals from ATM eliminating risk of loss of card,
skimming & cloning of cards and compromise of PIN.
❖ The YONO Cash transactions are counted over and above the ATM withdrawal.
❖ It is environment friendly: Total elimination of plastic cards.
❖ Opening Savings Bank Accounts by individuals
❖ Financial banking services like Funds transfer, Opening of TDR/ STDR/RD, Bill
payments,
❖ Cheque book request without visit to branch etc.,
❖ Insurance & Investment products and services
❖ Online Shopping and availing lifestyle based services.
❖ Availing Pre approved Personal loans
❖ Green Initiative & Highly secured transactions.

6
 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.

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)
*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.

7
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.

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.

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

9
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/web portal 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

10
 YONO – APP/WEB 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.

YONO Post
Login

Accounts

My My My My My Credit My
My Balance My Rewards
Deposits Borrowings Investments Insurance Cards Wearables

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.

11
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.

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

12
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 our
valued customers an innovative channel for making, contact less ‘Tap and Pay’ mode
through YONO wearable.

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.

13
KEY LEARNING ACHIEVED
YONO is a digital banking Omni channel (web, mobiles & tablets) 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 and Web portal.
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.
•Email address is optional

14
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 code.

15
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/ Web 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 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.

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 savings

16
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.

17
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.
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.

18
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
CHECK YOUR PROGRESS:

1. On Yono app and portal, 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 and portal, 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 and portal, 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 portal. 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

19
 5. On Yono app and portal, 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

CASE STUDY

Mr. Sameer, 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.

1 Mr.Rohan wants to open Digital SB He should be Age should be He should He should have
through YONO. Which of the following literate 18 years and have mobile e-mail address
is not mandatory for this purpose ? above number.

2 No.Minimum No.Minimum No.Minimum

Operating Operating Operating
System System System
requirement in requirement in requirement in
case of Adroid case of case of Adroid
Mr.Rohan has an Adroid mobile phone Yes. It can be phone is Adroid phone phone is
whose version is 4.4. Whether he can installed on any version 5.0 is version 6.0 version 7.0
install YONO on his mobile? smart phone. above above above
3 What would be the minimum data
speed required on mobile phone for
accessing YONO App ? 256 KBPS 512 KBPS 1 MBPS 2 MBPS
4 What is the minimum capability
rquirement in CBS for a maker in
YONO branch interface to do
customer registration? 2 and above 1 and above 3 and above 5 and above
5 YONO application is available on both
mobile and web portal. what is the
URL to access the YONO through
web portal www.yonosbi.in www.yono.com www.yono.org www.sbiyono.sbi

Case Study answers: 1. d) 2. b) 3. d) 4. a) 5. d)



20
 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 Omni Channel application ‘YONO’ (You
Only Need One) mobile App available on Android and iOS/ “https://yonosbi.com” web
portal 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.2.5Lac Rs.5Lac

PAITPXCL PAITPL
Rs.3Lac Rs.2.8Lac

21
Key Features and USP of the Product

Xpress Credit up to Rs. 8 Lakhs, Pension loans up to Rs. 2.5 lakhs will be offered as
Pre-approved Loans in addition to existing PAPL up to Rs.2 lakhs and Xpress Credit
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

22
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.

1 Use can click on the calendar to select the EMI Start date
2 User can select the EMI start date from within one month.
3 User once has finished selection, can click on the “OK" to proceed
4 User can click on the “Back" option to go back to Select calendar option

24
1 User is then displayed terms and conditions for availing the loan
2 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
3 User has an option to exit the application by clicking on the exit tab to
land on the home page
4 User consents the terms and conditions by clicking on the check box
5 User can click on the “Confirm" to proceed to review screen

25
7 User arrives on review page where in the user can view the
details of the loan selected
8 User can click on “Next” to proceed OTP page
9 User can click on “Back” to go back to go the T&C page.

26
1 User then receives the OTP as SMS on the registered mobile
number.
2 User to proceed needs to click on the “Submit" tab so that OTP
is validated, and loan application is processed.
3 User can click “Resend OTP” in case OTP is not received

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.

27
User will get SMS and email (if registered with bank) containing a message stating
account has been credited with the loan amount

28
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

29
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)

30
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/ web
Portal 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

31
 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. (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.

32
  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

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: ≥ 20,000 ≥ 25,000 ≥30,000 ≥40,000 50,000 ≥75000 ≥1,00,000

Minimum
to to to to to to
Monthly
Credits for <25,000 <30,000 <40,000 <50,000 <75,000 <1,00,000
last
6months.
For Non Average Quarterly Balance (AQB) in SB Account for last 4 quarters Rs.)
CSP/
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

33
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

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/ web Portal screen will be
obtained digitally, by ticking the check box by the customer

34
 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.

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/ “yonosbi.com” Portal. The
the Facility loan account will be 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

35
 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 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.

36
 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

37
 PRE-APPROVED PENSION LOANS (PAPNL)

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:
• 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/ “yonosbi.com” Portal.
Facility The loan account 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 ₹2,50,000/-
Subject to EMI/NMP ≤50%
NMP= Median of Monthly pension amount for last 6 months
6 Loan Tenure Maximum: 60 months or (70Years- 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

38
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 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.

39
 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 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

40
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

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

41
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 the house
property will not be obtained.

Consent After the completion of process by primary applicant, co-applicant also is

process required to give his/her consent, after which disbursement will be done.
from Co-
The navigation path for co-applicant to give consent is Login YONO >> Click
applicant
on menu (top left – hamburger menu) >> Service Request >> Pending
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

42
 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.

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 Platform.
Offer
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.

43
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.

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. 2.5 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
ineligible customer currently you are not eligible for PAPL. Please check back
next month.”

44
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 Omni Channel application ‘YONO’ (You Only Need
One) mobile App available on Android and iOS/ “https://yonosbi.com” web portal 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.

45
Pre-approved Xpress Credit

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.
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.

46
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?
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.

47
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

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

48
d) Customer has to avail PAXC with the following calendar quarter in which the offer is
made.

7. On Yono App/Portal, 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/Portal 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

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.

49
 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 provided to him. Mr.Raghav,
associate in the branch is guiding Mr. Naveen about this product.

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)

**********

50
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.

51
YONO’ (You Only Need One), aims to bring Omni-channel 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.

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 Omni-channel 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

52
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/ web Portal?
A) You need to select your account associated with the trading account of SBICap
Securities to link it on YONO mobile App/ web Portal. After linking on YONO mobile App/
web 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.
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/portal
and access the 'Shop' & 'Book and Order' sections of OMP.
d) All the above.

53
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/Portal. What
is the maximum amount of deposit Mr. X can make?
a) 100000
b) 1000000 per transaction
c) 1000000 per day
d) Unlimited
**********

54
 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 around 58 plus business
partners in 14 categories 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 25 business partners relating
to Services like travel booking, Hotel, Vehicle Hire etc., in 8 categories onboarded.

55
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. There are 58 plus Business Partners are onboarded in
‘SHOP’ and 25 plus Business Partners are onboarded in ‘Shop and Order’ together
segmented in 22 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

56
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,

57
• File TDR and View Booking history.

Benefits & USP: 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.

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.

58
 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/Portal----> Book 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".
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/Portal----> Book 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

59
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.

60
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

**********

61
YONO KRISHI

62
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.

63
 • 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.

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.

Till February 2020, 3,40,000 YONO Krishi Agri Gold Loans have been extended so far to
the farmer customers.

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.

64
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

65
 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.

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.

**********

66
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.

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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 2
ATM

YONO Cash 20000 including

2000 2 2
@ POS all 3 channels
YONO Cash (2000 for YONO
10000 Cash @ PoS) 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

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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
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)

**********

70
 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/web
application. 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.

71
72
• Customer visits CDK and enters reference code on CDK so that data is fetched by CDK.

73
 • 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.

74
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 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

75
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.:
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.

76
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.
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.
***************

77
 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

78
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.

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”.

79
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.
• 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.

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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.

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.

**********

81
 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

Benefits & USP:

❖ A payment solution that allows account holders of all Banks participating in UPI to
send money, receive money and do online bill payments, recharges, shopping,
etc. using their smartphones.
❖ A payment solution that allows account holders of all Banks participating in UPI to
send money, receive money and do online bill payments, recharges, shopping,
etc. using their smartphones.
❖ It provides the flexibility of making payments at your convenience 24X7 on all 365
days of the year.
❖ Funds can be transferred using BHIM SBI Pay app to friends/relatives by
knowing only their Virtual Payment Address (VPA).
❖ The receiver of the money need not disclose his account number, IFSC code or
any other such Banking details.
❖ You can also do online bill payments, recharges and shopping, etc. using your
smartphones.
❖ Yes, you can use more than one UPI application on the same mobile and link
same as well as different accounts in both the UPI apps.
❖ Multiple Banks account can be linked to a Single APP for money transfer.
❖ Secured by single click two factor authentication.

REGISTRATION PROCESS

For Customer (Other than Merchant)

1. Download the BHIM SBI Pay App from Google Play Store/IOI App Store

82
 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
• 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)

83
 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
• 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

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 (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

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

85
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
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

86
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.

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:

87
 ▪ 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)

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.

88
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 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

89
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.

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.

90
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

CIRCULAR REFERNCE

Sl.No.: 1273/2018 - 19Circular No.: R&DB/DB&NB/DP-UPI/36/2018 - 19

Date: Wed 19 Dec 2018

91
 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 does 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

92
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)

**********

93
 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.

Benefits & USP:

• Quick and Easy way to send and receive money.

• Multiple cashback and rewards benefits.
• Encryption and multiple layers of security by Google to secure transaction.
• Pay Utility bills, recharge your mobile and do online shopping using this app.
• No additional cost of usage.

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.

94
• 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
• 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.

95
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
• 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.

96
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.
User may also visit https://support.google.com for detailed guidelines and help of G-Pay
App.

97
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 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/-

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

98
 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.

USP:
➢ YONO lite is also featured with SBI voice assistance
➢ Now YONO cash is also is made available in YONO lite

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.

99
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
Instruction
• Change Maturity Instructions for . QR cash withdrawal
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
• Virtual Card facility for secure
• Top-up of Pre Paid Cards
eCommerce payments
• Manage NCMC card
• Aadhaar Linking
• Load Money in NCMC card
• LPG Seeding to A/c Number for DBT

100
 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

Smart Watch Banking - Enquiry, Other Pre-login features

Funds Transfer and Mobile Top-up • Registration for New Users
• BharatQR 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

APP FEATURES:

Financial Transactions Non - Financial Transactions

Fund Transfers within SBI & other Banks to

existing registered beneficiaries using m-Passbook
NEFT/RTGS/IMPS modes

Quick Transfer without having to register the

ATM cum Debit card hot listing
beneficiary

101
 Post-paid bill payment (with or without bill) Debit Card Blocking

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

Recurring Deposits ID linking

Credit card ( VISA ) transfer with /without one

TDS Enquiry
time 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
overall (Individu Charges
Transaction Per day Limit (in Rs.) Daily Limit
category al overall (in Rs.)
(in Rs.)
limit daily
limits)
Transfer within Self
2,00,00,000 1,00,000 Nil
Accounts 2,00,00,00
1,00,000
Fixed / Recurring 0
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

10,00,000 1,00,000 Not

Applicabl
e as
Interbank Transfer - Minimum
10,00,000 Nil
RTGS amount
is
2,00,000
.

102
 Per Txn
Limit
IMPS 1,00,000 Nil
2,00,00
0 Overall
Per Txn Daily Per Txn
Limit Limit Limit
25,000 2,00,00 25,000
Quick Transfer 0 Nil
Per Day Per Day
Limit Limit
25,000 25,000

Rs.15 Per
Credit Card
1,00,000 1,00,000 transactio
VISATransfer
n +Tax

1,101 -
Per
Transacti
1,101 - Per
on
Transaction Rs. 2.50
Per
mCash 2,202 -
2,202 - Per Day transactio
Per Day
n +Tax
5,101 - Per Month
5,101 -
Per
Month

Daily
transacti
Daily transaction
UPI on limit Nil
limit of Rs 1,00,000
of Rs
1,00,000

Bill
Payment 5,00,000 1,00,000 Nil
s

Per Txn
Limit
Per Txn 10000 -
Mobile
Limit Overall Overall Nil
Top Up
10,000 Daily
Limit daily limit
Merchan 50000
t and Bill 50,000 5,00,000 1,00,000
Payment Overall
Top up of
daily limit Nil
Buddy
50000

SB
Prepaid 50,000 50,000 Nil
Cards

DTH
Recharg 50,000 50,000 Nil
e

103
 Postpaid
bill 50,000 50,000 Nil
payment

IMPS
Merchant
Payment
s Overall Daily Limit
Nil Nil
1,00,000
Merchant
Payment
s

SBI Life
50,000 50,000 Nil
Premium

Transaction Limit for

a newly added
1,00,000 1,00,000 1,00,000 1,00,000
Beneficiary (First 4
days)

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

104
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

PPF Accounts
Sukanya 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

Third Party Account Fund transfers to third party accounts within SBI

Other Bank Fund transfers to accounts in other Banks using

Accounts NEFT/RTGS/IMPS

IMPS-Mobile No and IMPS Person 2 Person (P2P) using beneficiary

Fund MMID mobile number and MMID
Transfer
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

e-Deposits Open Fixed Deposit Create Fixed deposit

105
 Open Recurring
Create Recurring deposit
Deposit

Closure of fixed and recurring deposit before

Premature Closure
maturity

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
Top up Buddy wallet
Bank Wallets

Top-up of State Top up of SBI Smart, Imprest, e-Z pay, Quick,

Bank Prepaid Cards Achiever cards

View and pay bill Make bill payments for registered billers

Pay without bill Make adhoc bill payments to unregistered billers

Postpaid Bill
Pay mobile or landline bills without registration
Bill Payment
Payments
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
Requests
Generate/Retrieve MMID (Mobile Money Identifier)
Get MMID
for IMPS P2P transactions

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 Cancel MMID Cancel MMID for IMPS P2P transactions

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 limit for respective channels
Services
State Bank Virtual Generate one time use Virtual Debit card for
Card ecommerce (online) transactions

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

Nickname accounts

Manage Billers Deposit Account

Feedback Provide your feedback for the application

Switch to list view Select to change the menu style

Settings

Tap to add/remove menu items in the favourite

Manage Favourites
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

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 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 SB Buddy State Bank Mobile wallet application

Section
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

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.

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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.

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

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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
• 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

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• TDS Enquiry
• Cheque Book Request
• Submit 15G /15H online
• Virtual Card facility for secure eCommerce payments
• 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. a) 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.

Benefits & USP of RINB:

❖ Utility bill payments

❖ Online Ticket Booking for travel by Road, Rail and Air

❖ SBILIFE, LIC and other insurance premia payments

❖ SBI and other Mutual funds Investments

❖ SBI and other Credit Card dues payments

❖ Tax Payment Income, Service, State Govt

❖ Customs Duty Payment

❖ Online Share Trading (eZ-trade@SBI)

❖ Online Application for IPO

❖ Fee Payment to select educational institutions including IITs and NITs

❖ On security front, the site is 'VeriSign' certified - indicating that it's absolutely safe
and secure for you to transact online. Additional layers of security are available for
doing transactions.

❖ All individual customers satisfying Bank’s KYC norms, are eligible to register for
Internet Banking facility.

❖ 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.

❖ 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.

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 ❖ PMJDY accounts opened under BSBDA (Basic Savings Bank Deposit Account)
are also eligible for Internet Banking facility.

❖ 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)

❖ 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).

❖ 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).

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:

➢ Click on the link “New User Registration/Activation” on home page or “New User?
Register here/Activate” on login page of OnlineSBI.
➢ Select “New user Registration”
➢ Enter the following information on the web page:

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 ➢ Account Number
➢ CIF Number
➢ Branch Code where the account holder is maintaining the account.
➢ Select “Country” from the drop-down
➢ Registered Mobile Number
➢ Select Facility required (View/Limited Transaction Rights/Full Transaction Rights)
➢ Enter CAPTCHA

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.

Enter the OTP in the box provided on the screen and after validation of OTP, INB system
will display following two options:

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.

Enter the Card details (Card Number, Valid thru/Expiry date, Card holder’s name, PIN
and the characters visible in the box)
After submission and successful validation, INB system will display a text box labelled
“Set Username”. Next to the text box “Check username availability” link will also be
displayed.
After customer sets his username, next page will prompt the user to set the password.
Two text boxes labelled, “Set Login Password” and “Confirm Login Password” will be
displayed on this page.
On successful submission, INB system will send an SMS to the customer advising 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)

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If customer selects this second option,

INB system will generate a Reference number (starting with U) and display a System
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.

On successful submission, INB system will send an SMS to the customer advising the
Ref. No and SGTU with a caution to memorize TP. This information will also be displayed
on the screen.

The customer will be prompted to print application form for RINB registration, sign it
and submit it at any branch of State Bank of India. (The application form will not contain
the SGTU and TP generated by the customer. Instead, the Ref. No. allotted by the INB
system will be printed on the application)

➢ Upon receipt of the application, the branch will

➢ Verify customer’s credentials.
➢ Select Mode of Delivery as 01-Hand Delivery from the dropdown menu in CBS.

➢ Input the Ref. No. on the application form against the ‘Internet Banking Kit No.’
field.
➢ Change the ‘Access Channel’ as 02 for enabling INB on the CIF.
➢ Give rights in ‘Account/Channel Link’ menu in CBS, as opted by the customer.

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.

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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

Virtual Account Number (VAN) is a short alphanumeric code which is mapped to the
actual account number of the corporate customer in the Banks records. The Corporate
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

➢ Customer logs in to Onlinesbi.

➢ Access My Accounts & Profile > Profile section.
➢ Enter Profile password.
➢ Under ‘Manage Beneficiary’ in Profile, click ‘VAN Beneficiary’
➢ Customer can add VAN Beneficiary under ‘Add’ tab:

➢ Enter the details - 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.
➢ Approve the VAN Beneficiary through OTP received in the registered mobile
number

➢ 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.

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II. Funds Transfer/Payment of VAN Beneficiary in RINB

• Payment to VAN Beneficiary is available under Payments/ Transfer ->‘VAN Funds

Transfer’
• Customer need to select debit account
• Select the VAN beneficiary and confirm
• After confirmation, system will generate OTP and send to the mobile number
registered in INB
• Enter the OTP, after which 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.

The salient features of the Facility:

➢ This facility is currently available in only five international currencies viz. USD,
EUR and GBP, SGD, AUD.
➢ Currently the facility is available for 209 overseas destinations (as provided in the
overseas destination option).
➢ Maximum amount of a transfer 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.
➢ A beneficiary (recipient) must be added and activated before a remittance can be
sent. During the first 4 days after activation, a total of INR 5,00,000 or equivalent
can be remitted.

➢ A flat commission of USD 10, EUR 10, GBP 8, SGD 10, AUD 10 equivalent @
Bank's T.T Selling Card rate for the day inclusive of GST will be recovered.
➢ All valid remittance orders received 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).
➢ All statutory / regulatory instructions of RBI / FEMA, and KYC and AML restrictions
for foreign outward remittances will be applicable.

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 ➢ Onus of all statutory / regulatory compliance in online application under the
Facility, 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 e-

Services or Request and Enquiries tabs. Let us look at the list of eServices available at
present:

➢ e-Cards
➢ Certificates
➢ Demat and ASBA Services
➢ ATM Card Services
➢ PAN registration
➢ Social Security Schemes
➢ Windows app registration
➢ Submit 15G/H
➢ Cox and Kings
➢ SBI Group services
➢ NRI services
➢ Sovereign Gold Bond request
➢ Pension slip
➢ My Holiday SB account
➢ EMI for eCommerce
➢ Insta Home Loan Top up
➢ Express Credit Insta top up loan
➢ NPS registration
➢ Transfer of Savings Bank accounts
➢ SMS alert service
➢ Online locker

➢ Debit Plus contactless card – offline wallet

In addition to these several services are also available in the form of requests under
Request tab. These are:

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 ➢ Standing Instructions
➢ Cheque Book request
➢ Stop cheque payment
➢ Closure of loan account
➢ New PPF account
➢ Upgrade access level
➢ Online Nomination
➢ Sweep creation for CSA
➢ OD for CSP

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

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

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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.

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)

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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.

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.

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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.”

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.

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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
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.

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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.

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.

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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.

USP & Advantages of Corporate Internet Banking

❖ Convenience banking- Corporates can operate their accounts from the comfort of
home or office.

❖ Anytime Banking- They can enquire/transact on their accounts on a 24 x 7 basis.

❖ Saves time and costs- Corporates need not go to the bank branch for routine
transactions.

❖ Promotes Green Banking – paper free work.

❖ Payment of statutory dues- Taxes, customs duty, and statutory dues like EPF and
ESIC payments can be made online- No queues.

❖ Bulk payments- 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.

❖ Supplier Payment- Corporates can make online, instantaneous payments to

registered suppliers.

❖ Collection facility- Corporates can also collect their receivables/fees/ donations

etc. through CINB. This is facilitated by State Bank Collect and VAN based
collection options

❖ ASBA- Application to IPOs can be made online.

❖ MIS / Reverse file- 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:

Single user only allowed – only one username

User can view/ enquire all accounts under a single CIF

User can also download statements of the accounts

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 No online financial transactions permitted

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:

❖ Multiple users of a Corporate can be given user rights

❖ They can be mapped to the various accounts of the Corporate

❖ All of them will have enquiry rights to the accounts mapped to them

❖ They can also download statements of these accounts

❖ The users are created and managed by the Corporate Administrator

❖ Khata Plus can also be availed by those institutions who wish to collect
receivables, fees etc. through State Bank Collect but do not wish to do online
transactions

❖ It can be upgraded to higher products - 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

❖ Single user operated and easy to use.

❖ All accounts under a single CIF can be accessed

❖ Facility to view account information and download account statement.

❖ Transaction rights on the accounts.

Types of Transactions in CINB Saral

• Fund transfer to own accounts in SBI

• Fund transfer to accounts of others within SBI

• Fund transfer to accounts in other banks via NEFT/RTGS/IMPS

• Bill payments to registered billers

• Payments to various merchants for online purchase of goods or services

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 • Payment of taxes and other statutory dues

• Payment to registered Suppliers (Supplier Payment)

• Top up of Pre Paid cards

• Creation of e-Fixed Deposits – eTDR, e-STDR & e-RD

• State Bank Collect payments

• Quick Transfer transactions for transfer of funds without adding beneficiary

• Virtual Account Number (VAN) based payments

• Request for issuance of Demand Draft /Banker’s Cheque

Non Transaction Services in Saral

❖ Online enquiry of various accounts and download of statements of the same

❖ Facility to register online for Statement of Account through email

❖ Facility to register for Auto- pay facility to various Billers for regular payment of bills

❖ Facility to set up standing instructions for intra bank and inter bank payments

❖ Facility to schedule a transaction for a future day

❖ Facility to View Income Tax statement (Form 26AS)

❖ TDS enquiry

❖ Facility to file income tax returns online

❖ Facility to download GSTN invoice online

❖ View and Download Interest Certificate on Deposit Accounts

❖ Facility to schedule transactions for a later date.

❖ Facility to set beneficiary level limits.

❖ Facility to set separate limits for DD issue request and tax transactions.

❖ Provision to manage the display of accounts through hide / unhide functionality

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.

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Features

❖ Multiple users can be given access to accounts.

❖ The users can be given discretionary access and transaction rights by the
“Administrator”
❖ Single transaction (other than Government payments) not to exceed Rs.50 lakhs.
No limit on the number of transactions per day.
❖ Transaction limits for Government payments is Rs. 2 crores.
❖ Corporate can set its own rules or operating instructions for financial transactions
such as single or joint authorization, limits for authorizing transactions by various
users etc.
❖ Bulk upload facility available
❖ MIS (Reports generation) can be downloaded through the interface
❖ Facility to collect receivables by registering for State Bank Collect
❖ Vyapaar customers can be easily upgraded to the next superior product, Vistaar.

Type of Transactions in CINB Vyapaar

❖ Fund transfer to own or third party accounts in SBI (Intra bank fund transfer)
❖ Fund transfer to beneficiary accounts in other banks through RTGS/NEFT/IMPS
(Inter Bank fund transfer)
❖ Request for draft issue
❖ Creation of Fixed Deposits online (eTDRs and eSTDRs)

❖ Payment to registered suppliers

❖ Statutory payments
❖ Payments to various merchants
❖ Bill Payments to registered billers
❖ Virtual Account Number (VAN) based payments
❖ State Bank Collect Payments
❖ Top up of Pre paid cards
❖ Facility to schedule transactions
❖ View and download of DEMAT holding statement

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

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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

❖ Elaborate user hierarchy with well-defined access and transaction rights

❖ There are three types of Corporate role holders- Regulator, Administrator(s) and
Users
❖ Single transaction limit of Rs.2000 crores for transactions other than tax payments.
No limit on number of transactions per day.
❖ Limit of Rs.10000 crore per transaction for tax transactions. Again no limit on
number of transactions per day.
❖ Corporate sets its own limits for the above-mentioned transactions within the
maximum allowed
❖ Corporate can set its own rules or operating instructions for financial transactions
such as single or joint authorization, limits for authorizing transactions by various
users etc.
❖ Bulk upload facility for payments of salary, remittances to intra and interbank
beneficiaries, certain tax payments, top up of pre-paid cards etc.
❖ Provision for optional roles such as Uploader, Auditor and Approver
❖ Corporate can register for State Bank Collect facility for collecting receivables such
as fees.
❖ Integration with Corporate systems for end to end automation
❖ Customized MIS for major corporates

Type of Transactions in Vistaar

❖ Fund transfer to beneficiary accounts in SBI (Intra bank fund transfer) or in other
banks (RTGS/NEFT/IMPS)
❖ Request for draft issue
❖ Creation of Fixed Deposits online (eTDRs and eSTDRs)
❖ Payment to registered suppliers
❖ Statutory payments – taxes and other dues to various Government authorities
❖ Payments to various merchants
❖ Bill Payments to registered billers
❖ Facility to schedule transactions
❖ State Bank Collect Payments
❖ Virtual Account Number (VAN) based payments

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 ❖ Top up of Pre paid cards
❖ View and download of DEMAT holding statement

Non Transaction Services in Vyapaar and Vistaar

❖ Facility to Map GSTN with Account number

❖ Download GSTN invoice through CINB
❖ Application for Foreign Currency loans
❖ Access to SBI e-Forex through CINB
❖ Online submission of data like Stock Statement, Insurance details, KYC
documents, 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:

❖ While creating a Government Department for GINB, the branch officials have an
option to create the users as well thus saving the efforts of the Government
authorities.
❖ This will help the branches in on boarding the Government departments
❖ The GINB users created by the Branch will be in deactivated state till they are
activated by the GINB Admin
❖ The GINB Admin can also directly create users like other Corporate Administrators
❖ Functionally, GINB is similar to CINB Vistaar

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

133
 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

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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

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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.
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)

**********

136
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.

137
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 also help retain customers.
Increased revenue,
Improved internal communication
Improved customer satisfaction.
Follow up becomes very easy and effective.

138
139
140
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.

141
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.

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

142
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.
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
**********

143
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.

144
USP & FEATURES OF THE PRODUCT

❖ 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

145
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.

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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.

**********

147
 SBI FASTAG

USP & Benefit of 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.

148
• 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.

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

149
 6 15 7 or More Axle 400 300
Heavy Construction Machinery
7 16 400 300
(HCM)/Earth Moving Equipment (EME)

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.

150
 • 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
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

151
 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. c)

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

152
 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- • Tax Related Non-Compliance
RI/NRI • 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 Gender- • Wrong feeding may lead to non- compliance
Male/Female/Trans of Government guidelines in extension of
gender Gender specific subsidy benefits, differential
rate of interest in certain categories of
deposit/loan scheme etc.
• May lead to wrong reporting to FIU-India
3 Liberalized KYC Yes/ • In order to achieve the aim of 100% Financial
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’

153
 • 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
• May lead to wrong reporting to FIU-India
7 Occupation type/Income • AML/CFT department undertakes
monitoring of transactions to analyse

154
 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

155
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 in
prescribed format 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

156
 4th Instance A show-cause notice Award Staff Stoppage of Disciplinary
in the prescribed 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.

157
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

158
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.

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

159
 CERTIFICATE PROGRAMME-ASSOCIATES

MODULE-E
Customer Onboarding

State Bank Institute of Human Resource Development,

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.)

2|Page
 Common irregularities in RFIA
Due Diligence at Branches Offline Red Flag Indicators (RFIs)
List of Important Circulars

3|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)

4|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.

5|Page
The Screen No. 062001 Create Personal Customer Wizard is as under:

Input of data is mandatory for the fields which are aquamarine coloured.

6|Page
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 duplicate • Tax Related Non-

Status* CIF search screen 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

7|Page
 2. HNI Code Disabled field. HNI is defined -
through system on
the basis of average
quarterly balance.
3. E-KYC Key in E-KYC Fetch the data from -
Certificate Certificate No. 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 choice • Normal, Small or
Type PERSONAL- from the drop down. Minor. Wrong
PUBLIC- 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|Page
 8. Title Mr. / Mrs. / Ms. • May lead to
/Miss etc. wrong report
generation

9. First Name Key in first e.g. Sanjay here if full • It is to be ensured

name name is Sanjay that no account is
Kumar Sharma opened in
anonymous or
fictitious/benami
name.
• 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

9|Page
 10. Middle Name Key in Kumar Keep blank, if there Same as explained in
as middle no middle name point no. 09
name
11. Last Name Key in Sharma Same as explained in
as last name point no. 09
12. Date of Birth Key in using May be picked from • No feeding/
DD/MM/YYYY the Date-picker wrong feeding
format. may lead to 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 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.)

10 | P a g e
 • 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 -
VRN Aadhaar / VRN
No.
15. Nationality IN:INDIA Select relevant option • Regulatory
from guidelines
the dropdown menu 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
• May lead to
wrong reporting
to FIU-India

16. Marital Status Single/ • May lead to

Married/ wrong filing of

11 | P a g e
 Divorced / Regulatory
Defacto / returns May
Widowed / impact the
transaction
Living Apart /
monitoring
Not Married / process ( such as
Unknown single/married/wi
dow)
17. Father / Key in the Male’s father/ • May lead to lack
Guardian / relevant name Female’s spouse of 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

Code Guardian; choice according to wrong reporting
S:Spouse input in SN.17 to FIU-India

19. Visually Yes/No • May lead to

impaired wrong reporting
to FIU-India

20. Mother’s Name before Since this information • Normal, Small or

maiden name her marriage is normally not known Minor. Wrong
to strangers it can be classification may
used to verify the deny some
identity of the benefits that
individual accrue to some
category or may
give wrongful
benefits that does
not accrue to that
category, which is
against extant

12 | P a g e
 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

Code 03: Graduate wrong filing of
etc. Regulatory
returns
• Draw wrong
conclusion while
analysing the
case / alert
generated on the
customer.
22. Annual Key in the • AML/CFT
income income 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

13 | P a g e
 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.

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
Tehsil to FIU-India in ground of
26. City / Town Enter the first Use the Search suspicion while filing
Code 3 digits of the button / keyboard. STR.
Pin Code Use drop down • Impact the quality
menu. and result of name
27. PIN Code Key in PIN ZIP code for NRI screening against the
Code Customer negative lists
28. Country IN:INDIA Choose from drop • For reaching out
down to the customer
29. Mobile Important
Number Communication from
30. Email Bank may not reach out
address the customer, despatch
31. Fax number of ATM card, cheque
32. Phone book etc. may fall into
(Home) wrong hands.
(Starting with
STD code)

14 | P a g e
 33. Phone • wrong reporting
(Business) under CBWTR to FIU-
(Starting with IND
STD code)
Census Details
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
39. ID Number Key in ID the customer
number • Impacts the
generation of
40. ID issued At Key in place of
alerts for
issue of ID transaction
41. ID issued Key in date in monitoring
Date DD/MM/YYYY • Wrong reporting
42. Address Choose from to FIU-India in
Proof drop down 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.
• wrong reporting
under CBWTR to
FIU-IND
43. ID Number Key in ID -
number

15 | P a g e
 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 Categorisation • Impacts the
Risk High as per circular Customer Risk
instructions from time Categorization
to time due to wrong
selection of
customer profile
customer profile
• Impacts the
generation of
alerts for
transaction
monitoring

47. Cross Border --do-- • As explained

Risk below.

48. Country of --do-- • For Risk

Risk Management,
Customers shall
be 16 ategorizat
as low, medium
and high-risk
category, based
on the
assessment and
risk perception of
the Bank.
• Risk
16 ategorization
shall be
undertaken
based on certain
parameters and
ensuring that
information
collected from
different
categories of
customers

16 | P a g e
 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 the Same as explained in
Risk default values point No. 48.
50. Risk category Key in the date Choose from date • As explained in
updated on of updation picker (default is point No. 46.
current date)
51. Threshold Key in the limit Three months income • For Monitoring of
Limit 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
give tagged with any off RMME
Credit to Relationship Manager services
Relationship
Managers
53. Customer Yes / No If Yes, It will generate -
Evaluation a report as to the
Required worth of Customer for
the bank (in terms of
deposits / advances /

17 | P a g e
 commission /
exchange)
54. BSR 41:Individual Statutory Requirement
Organisation (Singly or Wrong feeding of BSR
Code Jointly)-Male) Code may result in
42:Individual output of in-accurate
(Singly or data for filing of
Jointly)- Regulatory returns and
Female hence leading to wrong
filing of returns
55. Occupation Choose from • Occupation Code
Code drop down to 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.
• 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.

18 | 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.

56. Customer Choose from • Filing of

Segment drop down Regulatory
Code returns
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
Consent current date No. 57.

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

19 | P a g e
 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

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)

20 | P a g e
 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
received as part • May invite adverse remark from Regulator / FIU-India
of the account in case such documents are desired by the
Regulator.
opening process
have been
verified and found
correct and
reliable: Y/N

7. Probable US • FATCA compliance

reportable
account

21 | P a g e
 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.

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).

22 | P a g e
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.

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.

23 | P a g e
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.

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.

24 | P a g e
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.

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

25 | P a g e
 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
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
Government Departments or Public-Sector Undertakings, if they contain the address;
(iv) Letter of allotment of accommodation from employer issued by State 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.

26 | P a g e
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.

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.

27 | P a g e
 (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.
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

(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.

(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.

28 | P a g e
➢ 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.
(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.

29 | P a g e
 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.
(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.

30 | P a g e
(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.

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:

31 | P a g e
 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,
(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.

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 (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;
(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

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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.
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:

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 (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.
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

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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.
❖ 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.

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 ❖ 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.
❖ 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.

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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
under current / saving heads and closure of parking / pooling accounts with debit
balances and ensure compliance.

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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.
(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

39 | P a g e
 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.
❖ 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.

40 | P a g e
 ❖ 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.

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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)

43 | 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)

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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)

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 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

46 | 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
FOR OPERATING UNITS /
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
4 Circular No.: AML-CFT/AML- AML/CFT: DUE DILIGENCE
CFTMEASURES/9/2020 – 21, Date: Tue 10 Nov 2020 AT BRANCHES -
OFFLINE RED FLAG
INDICATORS (RFIS)

47 | P a g e
 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
OPERATING UNITS /
FUNCTIONARIES
9 Circular No.: AML-CFT/AMLCFTMEASURES/ AML/CFT GUIDELINES FOR
5/2020 – 21,Date: Fri 31 Jul 2020 BRANCHES: NAME
SCREENING
PROCESS

48 | P a g e
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

Multiple accounts by individual Same Directors/authorized signatories/partners of a 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 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
Fake Indian Notes (FICN) INR [2500] value in a month
31 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

Guidance may be
Import of goods from countries
formulated by IBA on
where underlying goods are Import of goods from countries where underlying goods
Typology 157 TY 10.30 Customer Due Diligence due diligence
are not manufactured
notmanufactured
54 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 Students from other countries (having Afghan
31st March, 2021. Meanwhile,
in India, maintaining more than nationality) staying in India, maintaining more than one
Typology 100 TY 8.6 Operating Units to monitor Self-explanatory
one account and generating cash account and generating cash more than INR 10 lakh in
more than INR 10 lakh in a year a year High Cash transactions in
63 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
payments under international A company is used for making payments under performed when the

contracts for delivery of goods international contracts for delivery of goods from India Typology 103 TY 8.9 Self-explanatory
payments are received from
from India to Afghanistan and the to Afghanistan and the company is not a contract party
63 company is not a contract party third parties

Generally, no physical presence

Generally, no physical presence (other than a mailing
Typology 129 TY 13.1 Customer Due Diligence Self-explanatory
address)
64 (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
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
65 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
contract or invoice number Invoice by banks
or invoice number
66 should be read in

Transacting businesses i.e. entities

doing business with the company Transacting businesses i.e. entities doing business with
share the same address or there the company share the same address or there
Typology 132 TY 13.4 Customer Due Diligence Self-explanatory
are address related
are address related inconsistencies
67 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 RFI
Company number and different kind of unusually large number and different kind of Typology 133 TY 13.5 are covered in the
beneficiaries (from different beneficiaries (from different sectors/businesses) implementation of
68 Identification sectors/businesses) Customer Due Diligence RFI TY 2.2 (List 1).

67 | P a g e
 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
68 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

of companies having having nominal authorized share capital and having Typology 135 TY 13.7 Self-explanatory
same authorized signatory
69 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 any customers; banks may
Overseas other document as an evidence in the foreign entity to permit a suitable
Risk grace time period for
Non-submission of documentary the satisfaction of the RBI within six months from the
Direct the submission of ODI
evidence by the Indian Party date for remittance or the date on which amount to be Management 174 RM 5.5
capitalised became due to the Indian Party or the date documentary
Investment
under suspicious circumstances on which the amount was allowed to be capitalised.” As evidence. Further,
System
(ODI) such Operating Units should verify that the evidence banks should
has been received by the IP within 6 months of undertake enhanced
remittance or within 6 months of capitalisation due due diligence on such
date. Documentary evidence to be customers and report
70 ascertained cases wherein

Transaction is unnecessarily Transaction is unnecessarily complex for its stated Employee

complex purpose 165 EI 5.1 Self-explanatory
71 Transaction Initiated Transaction Due Diligence

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 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
72 customer Initiated Transaction Due Diligence

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
73 Initiated

Member banks to
Conversion of financial assets - single or multiple of Risk suitably build
Conversion of financial assets to a
value more than INR 5 lakhs in a calendar month to a 168 RM 4.1 Transaction Due Diligence processes or scenarios
virtual currency
virtual currency/currency Management to identify and
76 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
highlighted risk in

77 the alert

Guidance may be
Transactions related to acquisition formulated by IBA on
Transactions related to acquisition or sale of intangibles
or sale of intangibles like Typology 170 TY 10.12 Transaction Due Diligence due diligence
like specialised software, etc.
specialised software, etc
78 checks/approach for

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 31/03/2021.

In case of any suggestions, the same may please be sent to the

Email id : sbihrd.admin@sbi.co.in
NOTES
NOTES
NOTES
NOTES
NOTES
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