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Banking and Finance - Overview
Financial
Services
Regulators
Insurance Regulatory
Reserve Bank of Securities Exchange
and Development
India Board of India
Authority
(RBI) (SEBI)
(IRDA)
CENTRAL BANK
RBI
CURRENT
CERTIFICATE SAVINGS
DEPOSITS
FLEXI FIXED
RECURRING
BANKER-CUSTOMER RELATIONSHIP
DEBTOR-CREDITOR
CREDITOR-DEBTOR
AGENT-PRINCIPAL
LESSOR-LESSEE
BAILEE-BAILOR
CHEQUES
BEARER
ORDER
CROSSED
OPEN
NEGOTIABLE INSTRUMENTS
Paying Banker:
Payment in
Due
Course
Apparent Without
In good faith
Tenor Negligence
Six Cs
Character
Capital
Capacity
Collateral
Condition
Compliance
Interest rate related
Bank’s responsibility
Explain these in writing; give examples
How is interest calculated?
Fixed interest - what is the reset clause?
Floating rate - what is the benchmark used?
Clearly state terms/conditions in loan document
Customer’s responsibility
Read before you sign!
Do not ignore your doubts - Get them clarified
Never sign blank documents
If DSAs have contacted you, check with the
bank
Penal Interest
Bank’s responsibility
Explain clearly
when penal interest will be levied
Concept of service charges when penal interest
is levied
Customer’s responsibility
Remember
Defaults/delayed payments, cheque returns etc.
attract penal interest and service charges
Funds need to be set aside for repayment of loan
on due dates
Seek bank’s advice, if in difficulty
Service Charges
Bank’s responsibility
Display service charges
Extend concessional rates to special category
persons
Have a cap on all charges, incl. interest rates &
penal charges
Inform customers of changes; offer option to
discontinue facility
Customer’s responsibility
Read all the material sent to you by the bank
Remember
banks have freedom to set interest rates/service
charges
you have option to choose the bank which offers best
rate
Compare rates - make informed choice
Loan Documents; Return of Securities
Bank’s responsibility
Give customer a complete set of loan agreements
and enclosures at time of sanction /disbursement
Return the securities as soon as the loan is repaid
Customer’s responsibility
Get a complete set of loan documents from banker
Read the MITC- Most Important Terms and
Conditions
Get securities back, as soon as loan is repaid
Recovery of Bank Dues
Bank’s responsibility
Place list of recovery agents on web site
Train & sensitize recovery agents
Ensure recovery agents follow code of conduct
Record all conversations with customers
Customer’s responsibility
Remember :
All loans have to be repaid
Not to borrow beyond your repaying capability
Conversation you have with the recovery agent is
recorded
Seek assistance of your bank if in problem
Insurance linked products
Bank’s responsibility
Avoid offering ‘bundled’ products
Explain and get explicit written consent
Ensure Insurance policy is obtained &
active
Customer’s responsibility
Understand components of your loan
product
If insurance is part of it, ensure policy is in
force
Credit cards
Bank’s responsibility
Do not issue unsolicited cards - if activated &
charged, pay prescribed compensation without
demur.
Do not issue unsolicited products on cards
If DSAs are sourcing credit card, ensure card
holder has signed & understands his responsibility
Delivery of Cards & PINs only to person
concerned
Stop lost cards immediately on report of loss
Consider insurance on lost cards
Send statements on time; use e-statements, SMS
alerts etc to keep the card holder informed of
payments, due dates etc
Credit Cards
Customer’s responsibility
Keep your credit card safely
Be present when card is used by merchant
estab.
Do not use public computers for internet
purchase through credit cards
Keep credit card number & help line detail
handy
Report immediately loss of card
Opt for card statements by email or / and SMS
If you do not want a card, cut it and send it
back to the credit card issuing authority
ATMs
Bank’s responsibility
Ensure ATMs are in working mode at all times
Have CCTV in all ATMs
Check audit trails periodically
Check cash handling processes and
procedures
Check for quality of notes stacked in the ATMs
Customers’ responsibility
Keep ATM cards safely
Do not keep the PIN with the Card
Inform discrepancy immediately, if possible
with the witness of the security guard
Cheque Drop Facility
Bank’s responsibility
Remember - Cheque drop facility is only an
alternate mode of cheque collection
Box should bear legend indicating that it is an
alternate mode and that customers can get
acknowledgement if required
Install automatic cheque acknowledging
machines which give receipt on dropping the
cheque
Customer’s responsibility
Insist & obtain acknowledgment for cheques if
you want them
TDS
Bank’s responsibility
Apprise account holders, specially senior
citizens -need to submit 15G/15H forms, if tax
is not to be deducted
TDS certificate is to be issued immediately to
the account holder in person or by post
Customer’s responsibility
Remember:
TDS is bank’s statutory obligation
If you are not an income tax assess; give 15G/15H
form to the bank
If you failed to keep your bank informed & TDS has
been deducted, than claim refund from Tax
authorities and not the bank
Cheque Collection
Bank’s responsibility
Display bank’s cheque collection policy
Adhere to the displayed policy
Levy charges as per RBI stipulations
Compensate customer without waiting for
request for any delay
Customer’s responsibility
Read the cheque collection policy
Insist & obtain admissible compensation for
delay
Some quotes for banks to
ponder!
“Customer service is not a department, it's an
attitude!”
Vepa Kamesam
Former Deputy Governor, RBI
Currently Chairman,
Technology and Banking
The Quintessence Nature of Banking harmonizes
closely with Technology –
Tasks Common to
Both
Information
Banking Storage Technology
Processing
Transmission
Innovative Risk
Management
Complex Credit
Calculations
g y
Global Operations olo
n
ch
Te
nd
Pervasive Branch a
Network
n g
ki
a n
B
Mass Transaction
& Items Processing
Many Benefits of Technology
Increased operational efficiency, profitability &
productivity
Superior customer service
Multi-channel, real-time transaction processing
Better cross-selling ability
Improved management and accountability
Efficient NPA and risk management
Minimal transaction costs
Improved financial analyses capabilities
Focus aspects of Commercial
Banking now are:
BANK’S BUSINESS
Risk Resource
CRM
Management Management
BANK’S BUSINESS
Financial Technology
Infrastructure
Data Center to host servers for:
CBS
ATM/Financial Switch
Internet Banking
DW/DM/CRM/MIS etc.
Back-office Application
E-mail Servers, Internet Server,
Elements of Technology as a
Differentiator
Scalability Efficient
Process Utility to Support
& utilisation,
enabling customer Skills
Flexibility mgmt
Issues with Customers
POS Terminal
Connected to
Cash dispenser
ATM
Electronic
Banking
Branch
Banking
Branch 3
Branch 2
Branch 1
Head Office
Branch 4
Branch n Branch 5
Branch 6
Technology Acquisition
Inappropriate technology purchases can be the
root of all problems…
The Bank management has to:
Give thought to the utilization rate
Avoid “knee-jerk” reactions (“they have done it…I should
also do it”)
Be impartial in technology decisions (“I like that
technology…I want it”)
Understand where the solution will fit AND where it
won’t!
Assess the strengths & weakness of solution
The Opportunities –
The proliferation of IT has also set the stage
for improving and managing risks in payment
systems
Electronic Trading Systems
DVP/PVP
RTGS
PKI-based RTGS
Security
RBI
INITIATIVES PDO-NDS & SSS
SFMS
IN PAYMENT
&
SETTLEMENT Compliance with
SYSTEMS BIS Core Principles
INFINET
Clearing
IDRBT Corporation
of India
RBI Initiatives in Payment
and Settlement Systems (1)
The IDRBT
Network Externalities
The Indian Financial Network (INFINET)
Messaging Solutions
Security
IDRBT CA
LUCKNOW
JAIPUR DELHI
KANPUR
CALCUTTA
BHOPAL
AHMEDABAD
GUWAHATI
MUMBAI
PATNA
GOA NAGPUR
BHUBANESHWAR
PUNE
BANGALORE
HYDERABAD
RBI
KOCHI
CHENNAI
IDRBT
HYDERABAD
4 X 2 Mbps 2 Mbps
THIRUVANANTHAPURAM
2 X 2 Mbps
CUG links
2 Mbps with 64 Kbps
ISDN Backup
Financial Networks
SWIFT Reuters NSE Gateways and Integration
Network Network Networkwith
Other Financial Network
Services
G1 - SWIFT Network
G2 - Reuters Network
G3 - Stock Exchange Network
G4 - Inter Banks/FIs
G5 - Shared ATMs
G6 - Clearing Operations Network
G7 - Internet
G1 G1 G2 G2 G3 G3
Corporate Network
G2 G2 G2 INFINET
G1 G3 G1 G3 G1 G3
Inter Banks/FIs Network
G4
Shared ATMs Network
G4 G4 G5
Clearing Operations
G5 G5 G6 Network
Internet
G7
Structured Financial Messaging System
Central
Server at
IDRBT
Bank-1 Bank-2 Bank-n
Gateway Gateway Gateway
………..………… ………..…………
….….. ….….……..
… … …….… … … …….… … …
… …
Branch-1
Branch-2
Branch-n Branch-1
Branch-2
Branch-n Branch-1
Branch-2
Branch-n
PKI Hierarchy
CCA
IDRBT CA
IDRBT CA
Repository
RA RA RA
Subscriber Subscriber
NFS CONNECTIVITY with Existing Consortiums & Individual Banks
ISDN National Financial Switch &
E- Payment Gateway ISDN
Leased Line
Leased Line
Bank 1 Bank 2
ISDN
Leased Line
ISDN ISDN
Leased Line
ISDN
CashNet
Backup Link
RBI Initiatives in Payment
and Settlement Systems (2)
A Real Time Gross Settlement System
Reduction of systemic risk in inter bank
payment systems
To be implemented by the year end
Settlement
Intra Day Accounts
Liquidity
SSS
StripIFTP
& Store RBI Payments and
Processes Actg. Entry
Interface
INFINET NSS
Resistance to change
Overlooking process
reengineering
Project management
Dedicated project teams
Change management
Policies
People Skills & Training
Basic Infrastructure –
telecom, power
Security
Privacy & confidentiality
Legal and regulatory
issues
Pre-requisites for Technology
Planning for
Disasters
The pre-requisites for
Technology
Planning for disasters
Increased operational risk
Business Continuity Planning
Risk
Assessment
Gap
IS Audit Analysis
SRM
for
Awareness by Banks Policy &
Procedures
Training
Development
INFINET
PKI Implementation
At a Glance…….
• Reduces rigidity
• Increases Efficiency
Branchless Banking
• Secure
• Scalable
• Reliable
• Flexible
• Interoperable
• Cost Effective
Branchless Banking
• Nature of Transaction
– Offline
– Online when it is a foreign Card or
when there is a balance mismatch
• Customer Deliverables
– Printed Receipt using an Impact Printer
– Print out in local language would be provided
– Security Framework
Internet TANDEM
TANDEM
Core Server
BASE24
GSM/GPRS
WAN
Firewall