Beruflich Dokumente
Kultur Dokumente
Submitted By:-
NIDHI CHOUDHARY
AU8/185
INTERNATIONAL SCHOOL OF
BUSINESS & RESEARCH
ACKNOWLEDGEMENT
1
“Work is Worship”- so goes the old adage, Herculean task have been overheard by dedicated
and concerted effort of various people who have sensibly and systematically blended their
thoughts.
I acknowledge deep sense of gratitude towards my guide, Ms. Deepthi, for giving me time
and support. I am highly obliged towards Mr. Sanjay Kumar and Mr. Navin Agarwal of ICICI
Bank, Patna for their precious guidance, kind encouragement and timely suggestions.
I also acknowledge a deep sense of gratitude towards Prof. Amit Gupta, Director, ISBR,
Bangalore.
I express my profound sense of gratitude towards to each and every person in ISBR and
ICICI Bank for have provided me with facilities and help for the successful completion of the
project and also for the moral support and co-operation.
Finally, I would like to thank our family and all our friends for helping me to overcome the
hurdles that I faced during the preparation of the project report.
Date:
Nidhi Choudhary
(AU8/185)
CONTENTS
CHAPTER 1
2
INTRODUCTION
1.1 General
1.2 An Overview of Banking Industry
1.3 New Generation Banking
1.4 Retail Banking
1.5 SWOT Analysis
CHAPTER-2
Terms Related to Banking
2.1 General
2.2 Dematerialization of Securities (DEMAT)
2.3 Sale/Delivery of Securities
2.4 Purchase/ Receipt of Securities
2.5 Dematerializations
2.6 Pledge
2.7 Freezing/Defreezing
2.8 Corporate Benefit- Dividend, Bonus, Right Issue
2.9 Public Issue
2.10 Nominations
2.11 Transmission
2.12 Demat Account Statement
2.13 Registration for Internet/ Phone Access & E-instructions
2.14 Mobile Banking
2.15 Billing & Payments
2.16 Change of Address & Bank Details
2.17 Change of Rate Card
2.18 Account Security
CHAPTER-3
Introduction to the Study
CHAPTER-4
Company Profile
4.1 A Brief Introduction of ICICI Bank Limited
4.2 Highlights
CHAPTER-5
3
Bank Deposits
5.1 Preamble
5.2 Types of Deposit Accounts
5.3 Key Features of Different Types of Accounts
5.3.1 Minor’s Account
5.3.2 Account of Illiterate & Blind Person
5.3.3 Addition or Deletion of the Name’s of Joint Account Holders
5.3.4 Dormant Accounts
5.4 Directives on Interest Payments & Term Deposit
5.4.1 Interest Payments
5.4.2 Premature Withdrawal of Term Deposits
5.4.3 Premature Renewals of Term Deposits
5.4.4 Advances Against Deposits
5.5 Deceased Account Holding
5.5.1 Settlement of Dues in Deceased Deposit Account
5.5.2 Interest Payable on Term Deposit in Deceased Account
5.6 Facilitation of Other Banking Services
5.6.1 Stop Payment Facility
5.6.2 Safe Deposit Lockers
5.7 Safeguarding Customer Interest
5.7.1 Customer Information
5.7.2Secrecy of Customer’s Accounts
5.7.3 Insurance Cover for Deposits
5.7.4 Redressal Of Complaints & Grievances
CHAPTER-6
Loans Available at ICICI Bank
6.1 Home Loans
6.2 Persona Loan
6.3 Car Loans
6.4 Farm Equipment Loans
6.5 Construction Equipment Loans
6.6 Loan against Securities
6.7 Loan against Property
6.8 Farmer Finance
6.9 Rural Education Loan
CHAPTER-7
Non-Depository Services
7.1 Consumer Cards
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7.2 Commercial Cards
7.3 Mobile Banking
7.4 Phone Banking
7.5 Common Service Charges
CHAPTER- 8
Demat & Investments
8.1 Demat Service
8.2 Investments
CHAPTER-9
Findings & Conclusion
CHAPTER- 1
INTRODUCTION
1.1General
ICICI Bank is a private sector bank engaged in retail banking, insurance etc. ICICI Bank,
Exhibition Road branch is a newly founded branch that deals in retail banking. Retail banking
refers to the banking, which provides all the financial products and services to its customers.
5
The Indian Banking history can be broadly categorized into nationalized private banks
and specialized banking institutions. The Reserve Bank of India acts as a centralized
monitoring any discrepancies and shortcoming in the system. Since the nationalization of
banks in 1969, the nationalized banks have acquired a place of prominence and has since
then seen tremendous progress. The need to become highly customer focused has forced
the slow moving public sector banks to adopt a fast track approach.
The liberalized policy of Government of India permitted entry to private sector banks in
the banking industry. The major differentiating parameter that distinguishes these banks
is the level of service that is offered to the customer. These banks have generally been
established by promoters of reputed or high value domestic financial institutions. The
popularity of these banks can be gauged by the fact that in a short span of time, these
banks have gained considerable customer confidence and consequently have shown
impressive growth rates. Today, the private banks corner almost 4% share of the total
share of deposit. With efficiency being the major focus, these banks have leveraged on
their strength and competencies viz. management, operation efficiency and flexibility,
superior product positioning a higher employee productivity skill.
The private banks with their focused business and services portfolio have a reputation of
being niche player in the industry. A well chalked out integrated strategy has allowed
these banks to operate 70% of their business to urban areas, this statutory requirement has
translated into lower deposit mobilization costs and higher margins to public sector
banks.
Banks are increasingly finding that most viable way of differentiating themselves will be
to successfully manage customer relationship and enhance the overall customer
experience. In future the market space will see banks and non-banks striving to seek
opportunities to profit, in the wake of product customization.
6
Marketing and branch building programs were also given a new thrust in the liberalized
banking scenario. Promotional budgets were hiked to cater to the new and large
discerning target audience. Banks were now keen on marketing their products and service
through various mediums to reach their core customers. Direct marketing, Internet
marketing, hoarding press ads, television sponsorships, image makeovers etc. become an
integral part of a bank’s marketing mix. To meet the personalized needs of the customer
and in order to differentiate its services, banks repositioned themselves in specialized
fields, like housing loans, car finance, educational loans etc. to optimally service the
customer. Marketing became the new strategy that banks began to propound. Feeding the
customer (with his or her consent) with product and service information and thereby
enticing him towards the bank’s product service portfolio. The lowering of the interest
rate spread on housing loan over the last few years has resulted in a substantial housing
boom. The middle class has been the biggest beneficiary of this development. Investment
in housing is a form of saving. It is a security for future generation. While housing loans
in India are available at 7.5%, the prevailing rates in the U.S. are in 3-4% range. The
middle class would be the highest beneficiary if the interest rate spread on housing loans
were to fall further in line with global norms. The housing sector would experience
further expansion, there would be substantial generation of employment, and GDP would
receive a boost.
CHAPTER-2
TERMS RELATED TO BANKING
2.1 General
A depository is like a bank where securities are held in electronic form. In India, there are
two depositories- National Securities Depositories Limited (NSDL) and Centeral Depository
Services (CDSL).
Under the depository Act, depositors can avail to the services of the Depositories through
Depository Participant (DP) such as ICICI Bank. DP’s are like bank branches wherein shares
in physical form need to be deposited for converting to electronic (Demat) form.
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Dematerialization of one’s holdings is not mandatory. One can hold ones securities either in
Demat form or in physical form. One can also keep part of one’s holdings in Demat form and
part in physical form. However, a selected list of securities announced by SEBI can be
delivered only in Demat form in the stock exchanges connected to NSDL.
2.5 Dematerialization
It is the process of converting the securities held in electronic form in a Demat account to an
equivalent number of securities in physical form (certificates) after debiting the same from
the Demat account.
2.6 Pledge
Securities held in Demat form can be pledged by the client to avail loan/credit facility. Pledge
of securities in NSDL requires that both the borrower and lender should have a Demat
account with any of the DP’s with NSDL. The facility for Inter Depository pledge is not
available.
2.7 Freezing/Defreezing
The client has an option to freeze his accounts in case he does not intend to do any
transaction in the near future. This helps in curbing unauthorized use of Demat account and
prevention of frauds.
Defreezing of the account is required to enable the account again for transaction.
The request for freezing and Defreezing must be submitted in personal prescribed form.
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In case the company in which a beneficial owner holds shares in Demat form announces any
corporate benefits like bonus, dividend etc. the beneficial owner will receive the same
directly in his Demat account or bank account depending on the nature of the benefit.
For payment of dividend etc. the company/registrar takes a list of beneficial owners from
NSDL as on the record date/book closure date. Based on this list, company makes payment of
dividend. If the company is making payment through ECS, the company will directly credit
the dividend to the bank account registered by the beneficial owner. If the company is making
payment through cheque/DD, the bank details will be printed on dividend warrant.
In case of a bonus declaration by the company, the bonus securities on the eligible securities
in the beneficial owner’s Demat account by the company/registrar under intimation to the
beneficial owner. This will be reflected in the transaction statement for the period.
In case of rights issue, the beneficial owner will receive an option to subscribe for the eligible
number of securities from the company. These may be in physical or electronic form in the
customers Demat account.
In case of a merger or acquisition, securities in the beneficial owner’s Demat account is
automatically credited and debited by the company as per pre-declared ratio under intimation
to the beneficial owner. This will be reflected in the transaction statement for the period.
2.10 Nomination
The customer can make a nomination of his account in favor of any person by filing up the
nomination details in the account opening form. This is to enable the nominee to receive the
securities after the death of all the holder(s) of the Demat account.
2.11 Transmission
It refers to transfer of securities from an account to the other as a result of the death of the
sole/ any of the holders of the former account. Here the transfer may be done to:-
➢ Surviving Holders
➢ Nominee where nomination has been made
➢ Legal heir where nomination has not been made.
➢ Common Requirements and effect
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If there is transaction in previous 30 days, the customer is sent transaction statement. If there
is no transaction in previous 30 days but more than 90 days have passed, a quarterly
statement is sent if there are some holdings in the customer’s account.
Customers who have opted for statement thru email” will get a digital signature obtained
from a Certifying Authority under the Information Technology Act, 2000, which will
authenticate the email.
11
In case of shift from frequent trader scheme to standard scheme, the scheme is always
effective from the date when the change in the billing scheme is been done.
CHAPTER-3
INTRODUCTION TO THE STUDY
12
Most of the private banks are moving towards the ‘Universal Banking’. Universal Banking
means the banking in which the banks have all the financial products and services for its
customers.
Now there is a need to observe how these private banks are going to apply the concept for
customer satisfaction and for the growth of business in emerging area of finance. The
information collected were compared with ideal one to find out major drawbacks and best
practices too.
3.2 Objectives
➢ Analytical observation of products related to day-to-day operation of ICICI Bank
Limited.
➢ Comparing and evaluating the real operation with the ideal one and to come out with
valuable suggestions for improvement.
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CHAPTER-4
COMPANY PROFILE
4.1 A Brief Introduction of ICICI Bank Limited
ICICI Bank is India's second-largest bank. The Bank has a network of about 573 branches
and extension counters and over 2,000 ATMs. ICICI Bank was originally promoted in 1994
by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary.
ICICI was formed in 1955 at the initiative of the World Bank, the Government of India and
representatives of Indian industry. The objective was to create a development financial
institution for providing medium-term and long-term project financing to Indian businesses.
In the 1990s, ICICI transformed its business from a development financial institution offering
only project finance to a diversified financial services group offering a wide variety of
products and services, both directly and through a number of subsidiaries and affiliates like
ICICI Bank.
In 1999, ICICI become the first Indian company and the first bank or financial institution
from non-Japan Asia to be listed on the NYSE. In 2001, ICICI bank acquired Bank of
Madura1 Limited.
ICICI Bank set up its international banking group in fiscal 2002 to cater to the cross border
needs of clients and leverage on its domestic banking strengths to offer products
internationally. ICICI Bank currently has subsidiaries in the United Kingdom, Canada and
Russia, branches in Singapore and Bahrain and representative offices in the United States,
China, United Arab Emirates, Bangladesh and South Africa.
In 2003, the first Integrated Currency Management Centre launched in Pune. ICICI Bank
announced the setting up of its first ever offshore branch in Singapore. The first offshore
banking unit (OBU) at Seepz Special Economic Zone, Mumbai, launched. ICICI Bank's
representative office inaugurated in Dubai. Representative office set up in China.ICICI
Bank's UK subsidiary launched. India's first ever "Visa Mini Credit Card", a 43% smaller
credit card in dimensions launched. ICICI Bank subsidiary set up in Canada. Temasek
Holdings acquired 5.2% stake in ICICI Bank. ICICI Bank became the market leader in retail
credit in India.
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In 2004, Max Money, a home loan product that offers the dual benefit of higher eligibility
and affordability to a customer, introduced. Mobile banking service in India launched in
association with Reliance Infocomm. India's first multi-branded credit card with HPCL and
Airtel launched. Kisaan Loan Card and innovative, low-cost ATMs in rural India launched.
CICI Bank and CNBC TV 18 announced India's first ever awards recognizing the
achievements of SMEs, a pioneering initiative to encourage the contribution of Small and
Medium Enterprises to the growth of Indian economy.
In 2005, ICICI Bank opened its 500th branch in India. ICICI Bank introduced partnership
model wherein ICICI Bank would forge an alliance with existing micro finance institutions
(MFIs). The MFI would undertake the promotional role of identifying, training and
promoting the micro-finance clients and ICICI Bank would finance the clients directly on the
recommendation of the MFI. ICICI Bank introduced 8-8 banking wherein all the branches of
the Bank would remain open from 8a.m. to 8 p.m. from Monday to Saturday. ICICI Bank
introduced the concept of floating rate for home loans in India. First rural branch and ATM
launched in Uttar Pradesh at Delpandarwa, Hardoi. "Free for Life" credit cards launched
wherein annual fees of all ICICI Bank Credit Cards were waived off. ICICI Bank and Visa
jointly launched mChq – a revolutionary credit card on the mobile phone. Private Banking
Masters 2005, a nationwide Golf tournament for high net worth clients of the private banking
division launched. This event is the largest domestic invitation amateur golf event conducted
in India. First Indian company to make a simultaneous equity offering of $1.8 billion in India,
the United States and Japan. Acquired IvestitsionnoKreditny Bank of Russia. ICICI Bank
became the largest bank in India in terms of its market capitalization.
In 2006 ,ICICI Bank became the first private entity in India to offer a discount to retail
investors for its follow-up offer. ICICI Bank became the first Indian bank to issue hybrid
Tier-1 perpetual debt in the international markets. ICICI Bank subsidiary set up in Russia.
In 2007, introduced a new product - 'NRI smart save Deposits' – a unique fixed deposit
scheme for non resident Indians. Representative offices opened in Thailand, Indonesia and
Malaysia. ICICI Bank became the largest retail player in the market to introduce a biometric
enabled smart card that allows banking transactions to be conducted on the field. A low-cost
solution, this became an effective delivery option for ICICI Bank's micro finance institution
partners. Financial counseling centre Disha launched. Disha provides free credit counseling,
financial planning and debt management services. Bhoomi puja conducted for a regional hub
in Hyderabad, Andhra Pradesh. ICICI Bank's USD 2 billion 3-tranche international bond
offering was the largest bond offering by an Indian bank. Sangli Bank amalgamated with
ICICI Bank. ICICI Bank raised Rs 20,000 crore (approx $5 billion) from both domestic and
international markets through a follow-on public offer. ICICI Bank's GBP 350 million
international bond offering marked the inaugural deal in the sterling market from an Indian
issuer and also the largest deal in the sterling market from Asia. Launched India's first ever
jewellery card in association with jewelry major Gitanjali Group. It became the first bank in
India to launch a premium credit card -- The Visa Signature Credit Card. Foundation stone
laid for a regional hub in Gandhinagar, Gujarat. Introduced SME Toolkit, an online resource
centre, to help small and medium enterprises start, finance and grow their business. ICICI
Bank signed a multi-tranche dual currency US$ 1.5 billion syndication loan agreement in
15
Singapore. ICICI Bank became the first private bank in India to offer both floating and fixed
rate on car loans, commercial vehicles loans, construction equipment loans and professional
equipment loans. In a first of its kind, nationwide initiative to attract bright graduate students
to pursue a career in banking, ICICI Bank launched the "Probationary Officer Programme".
Launched Bank@home services for all savings and current a/c customers residing in India
ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg, Russia.
In 2008, ICICI Bank enters US, launches its first branch in New York. ICICI Bank enters
Germany, opens its first branch in Frankfurt. ICICI Bank launched iMobile, a breakthrough
innovation in banking where practically all internet banking transactions can now be simply
done on mobile phones. ICICI Bank concluded India's largest ever securitization transaction
of a pool of retail loan assets aggregating to Rs. 48.96 billion (equivalent of USD 1.21
billion) in a multi-tranche issue backed by four different asset categories. It is also the largest
deal in Asia (ex-Japan) in 2008 till date and the second largest deal in Asia (ex-Japan &
Australia) since the beginning of 2007.
Today, ICICI Bank offers a wide range of banking products and financial services to
corporate and retail customers through a variety of delivery channels and through its
specialized subsidiaries and affiliates in the areas of investment banking, life and non-life
insurance, venture capital and asset management.
4.2 Highlights
➢ 35% increase in profit after tax to Rs. 6.15 billion in Q4-2005 from Rs. 4.55 billion in
Q-2004.
➢ 22% increase in profit after tax to Rs. 20.05 billion in FY2005 compared to 16.37
billion in FY2004.
➢ Improvements in net interest margin to 2.4% in FY2005 compared to 1.9% in
FY2004.
➢ 79% increase in fee income to Rs. 20.98 billion in FY2005 from 11.75 billion in
FY2004.
➢ 46% year-on-year growth in advances and 34% growth in total assets.
➢ 68% year-on-year growth in retail portfolio, now constituting 61% loans.
➢ Deposit growth of 47% in FY2005 compared to system deposit growth of 14%.
➢ Reduction in net NPA ratio to 2% on March 31,2005 from 2.9% on March 31,2004.
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CHAPTER-5
BANK DEPOSITS
5.1 Preamble
One of the important functions of the bank is to accept deposits from the public for the
purpose of lending. In fact, depositors are the major stakeholders of the banking system. The
depositors and their interests from the key area of the regulatory framework for banking in
India and this has been enshrined in the Banking Regulation Act, 1949. The Reserve Bank of
India is empowered to issue directives/advices on interest rates on deposits and other aspects
regarding conduct of deposit accounts from time to time. With liberalization in the financial
system and deregulation interest rates, banks are now free to formulate deposit products
within the broad guidelines issued by RBI.
This policy document on deposits outlines the guiding principles in respect of formulation of
various deposit products offered by the bank and terms and conditions of governing the
conduct of the account. The document recognizes the right of depositors and aims at
dissemination of information with regard to various aspects of acceptance of deposits from
the members of the public, conduct and operations of various deposits accounts, method of
disposal of individual customers and creates awareness among customer of their right.
While adopting this policy, the bank reiterates its commitments to individual customers
outlined in Bankers’ Fair Practice Code of Indian Banks’ Association. This document is a
board framework under which the rights of common depositors are recognized. Detailed
operational instructions on various depositors are recognized. Detailed operational
instructions on various deposits schemes and related services will be issued from time to
time.
18
The above mandates will be applicable to or become operational during the tenure of the term
deposit on or after the date of maturity of term deposit. This mandate can be modified by
consent of all account holders.
➢ At the request of the depositor, the bank will register mandate power of attorney given
by the customer authorizing another person to operate the account on his behalf.
➢ The term deposit account holders at the time of placing their deposits can give
instructions with regard to closure of deposit or renewal of deposit for further period on
the date of maturity.
➢ Nomination facility is available on all accounts. It can be made in favor of one individual
only. It can be cancelled or changed by the account holder any time.
➢ Bank recommends that all account holder avail to the nomination facility. The nominee
in the event of death of the depositor will receive the outstanding balance in the account
as a trustee of legal heirs.
➢ A statement of account will be provided by the bank to savings bank as well as current
account holders periodically as per terms and conditions of opening an account.
➢ The deposit account may be transferred to any other branch of the bank at the request of
the depositor.
5.3.1 Minor’s Account
a) The minor can open savings bank account and it can be operated by natural guardian
or by minor himself/ herself if they are above the age of 10. The account can also be
opened jointly.
b) On attaining majority, the erstwhile minor should confirm the balance in his/her
account and if the guardian operated the account, fresh specimen signature of the
minor would be obtained and kept on record for operational purposes.
5.3.2 Account of Illiterate/Blind Person
The bank may at its discretion open deposit accounts other than current accounts of illiterate
person. The account of such person may be opened provided the/she calls the bank personally
along with a witness who is known both to the depositor ad the bank. At the time of
withdrawal, deposit etc, the account holder should affix his/her thumb impression or presence
of the authorized officer who should identify of the person. The bank will explain the need
for proper care and safe keeping of the person given to the account holder.
5.3.3 Addition or Deletion of the Name’s of Joint Account Holders
Accounts, which are not operated for a considerable period of time, will be transferred to a
separate dormant inoperative account status in the interest of the depositor as well as the
bank. The depositor will be informed about the charges, if any. The depositor may request to
activate the account.
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➢ In event of death of depositor before the date of maturity the bank shall pay interest at the
contracted rate till the date of maturity.
➢ However, if the depositor dies after date of maturity, the bank shall pay interest at saving
deposit rate
CHAPTER-6
LOANS AVAILABLE AT ICICI BANK
ICICI Bank offers wide variety of Loans Products to suit the requirements of the customer.
Coupled with convenience of networked branches/ ATMs and facility of E-channels like
Internet and Mobile Banking, ICICI Bank brings banking at doorstep. The customers can
select any of the loan products and provide their details online and the representative will
contact the customer for getting loans.
• Loan up to 15 lacks
• No security/guarantor required
• Faster Processing
• Minimum Documentation
• Attractive Interest Rates
• 12-60 Months repayment options
With the "Loan on Phone" facility, it is possible to secure a loan even without having to visit your bank
branch. If you have been an ICICI Bank customer for the past 9 months, you might have a pre-
approved loan offer waiting for you.
6.3 Car Loans
Turn your dream into reality. Own that new car you have always desired, with a little help
from us. We offer loans up to 100% of ‘on-road’ cost on select models, and up to 95% of the
ex-showroom price on others. Our interest rates would pleasantly surprise you. What’s more,
you can take up to 6 years to repay the loan.
Worried about paperwork? Relax. The process for getting a loan involves only a few simple
steps and we will tailor-make the loan to suit your needs.
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1. Loan on Phone for Customers: Are you an ICICI Bank customer? Go for a
pre-approved car loan. Call our Customer Care numbers or sms “carloan ” to
567676.
2. Loan on the Strength of Your Income: Submit income proofs as required and
avail of finance up to 100% of the ‘on-road’ cost of the car!*
3. Loan in the absence of Income Proof: We offer car loan for customers without
income proof on producing the bank statement, loan repayment track record, etc.
4. Car Loans with Fixed and Floating Interest Rates: ICICI Bank now offers new
car loans with both fixed and floating interest rate options. The customer can opt
for fixed interest rate or floating interest rate for taking a car loan from ICICI
Bank according to his/her discretion.
➢ Preferred financier for almost all leading tractor manufacturers in the country.
➢ Financing farm equipments in over 381 locations spread across the country.
➢ Fast processing of files with easy documentation.
➢ Flexible repayment options in tandem with the farmer's seasonal liquidity.
➢ Monthly, Quarterly and Half-yearly repayment patterns to choose from.
➢ Comfortable repayment tenures from 1 year to 6 years.
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CHAPTER-7
NON-DEPOSITORY SERVICES
7.1 Consumer Cards
➢ Credit Cards- Credit Cards give you a smart way to shop, and offer you flexibility and
convenience in managing your finances. ICICI Bank credit cards provide a host of
exciting offers and benefits such as low interest rates, rewards programs, and a high credit
and cash limit. We offer different types of credit card to suit the different needs and
requirements for added features.
➢ Travel Card- Presenting ICICI Bank Travel Card. The hassle free way to Travel the
world. Traveling with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for
security and convenience; take ICICI Bank Travel Card. Issued in duplicate. Offers the
Pin based security. Has the convenience of usage of Credit or Debit card.
➢ Debit Cards- The ICICI Bank Debit Card is a revolutionary form of cash that allows
customers to access their bank account around the clock, around the world. The ICICI
Bank Debit Card can be used for shopping at more than 3.5 Lakh merchants in India and
24 million merchants worldwide.
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➢ Prepaid Cards- ICICI Bank brings to you a complete bouquet of prepaid cards
providing payment solutions at your fingertips. ICICI Bank prepaid cards are a safe &
convenient way for associate payments, disbursements, gifting & small ticket
transactions. Prepaid cards are available on a VISA platform thus providing accessibility
to over one lakh merchant establishments & cash withdrawal from all VISA ATMs in
India.
➢ Purchase Card- The ICICI Bank Purchase Card is a card based payment solution that
streamlines and effectively controls procurement processes of corporate. Purchase card
can be used for expenses like Travel & Entertainment (T&E), Telecommunications,
MRO, Office products, Professional services & Utility payments. A credit limit is
assigned to the corporate on the card and the corporate can thereafter use the card for
making payments to all vendors & suppliers. The corporate gets a credit period of up to
50 days and can thereafter repay ICICI Bank as per the billing due date. And ICICI Bank
Purchase card can be used on any VISA or MasterCard Network.
Purchase card can be used for all Indirect Expenses that an organization would be incurring.
These expenses can be routed through the Purchase Card for extracting maximum benefits
from the solution. Mentioned below are some of the indirect expenditures that an
organization incurs:
• Travel & Entertainment
• Telecommunications
• Utility Payments
• General MRO Goods
• Office products
• Computer and peripherals
• Professional services
• Lease and rental payments
➢ Distribution Card- Distribution Cards are a unique receivables management solution we
offer on the supply chain front. The value proposition in this solution suits large
businesses and immensely enhances process efficiencies and receivable control.
Your company's invoice-to-cash cycle squeezes to 24 hours without any risk or collection /
Cash Management System hassles, and your intermediaries save on remittance costs without
having to open any account with us. All transactions pan-India get credited to the company's
account with all relevant MIS and other requirements. The dealer gets infusion of capital and
a flexible facility to settle transactions, enabling him to scale up his business in a smarter
way.
A measure of the success of this product is that in the fuel industry alone, we are doing a
monthly business of Rs. 900 crore and growing at a very fast clip.
➢ Business Card-The ICICI Bank Business Card is aimed at SMEs as an enabler for their
business. The Business card is a smart alternative to cheques, cash, and personal credit
cards. With its purchasing convenience, cost savings, available credit, and detailed
reporting facilities, the ICICI Bank Business Credit Card offers what your business needs
to stay on top.
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7.3 Mobile Banking
Bank on the move with ICICI Bank Mobile Banking. With ICICI Bank, Banking is no longer
what it used to be. ICICI Bank offers the Mobile Banking facility to all its Bank, Credit Card,
Demat and Loan customers.
ICICI Bank Mobile Banking can be divided into two categories of facilities:
➢ Alert facility: The ICICI Bank Mobile Banking Alert facility
informs you promptly of the significant transactions in your
accounts. It keeps you updated wherever you go.
Common ICICI Bank savings account facilities for all products except for Wealth
Management / ICICI Group Global Private Clients and unless specified product-wise
27
Mode of calculation of
minimum Quaterly
QAB is the simple average of day-end balances for a calendar quarter.
average balance
(QAB)
Issue of Duplicate Rs.100 per statement at branch or Customer Care (non-IVR), Rs. 50 per
Statement statement through Customer Care (IVR), ATM and Net banking
Issue of pass book Nil on request at base branch where account is maintained.
Issue of duplicate pass
Rs 100 for issuance and Rs 25 per page for updation
book
Issue of loose cheque Rs 25 per leaf
leaves
Remittance Facilities
through own bank
Rs.50 per D.D. up to Rs.10,000;Rs.3 per thousand rupees or part thereof
DD- Issue for DD of more than Rs.10,000, subject to a minimum of Rs.75 and
maximum of Rs. 15,000
DD- Issue by deposit of Rs.4 per thousand rupees or part thereof, subject to a minimum of
cash Rs.100 and maximum of Rs. 15000
DD - Cancellation /
Duplicate / Rs.100 per DD
Revalidation
Rs.75 for PO of up to Rs.10,000, For PO above Rs.10,000 Rs.2.50 per
PO-Issue thousand rupees or part thereof, subject to a minimum of Rs.75 and
maximum of Rs.15000
Rs.150 per PO for amounts up to Rs.50,000, For PO above Rs. 50,000
PO - Issue by deposit
Rs.4 per thousand rupees or part thereof, subject to a minimum of
of cash
Rs.150 and maximum of Rs.15000
PO - Cancellation /
Duplicate / Rs. 100 per PO
Revalidation
NEFT Charges -
Nil
Inward
NEFT Charges - Upto Rs.1 lakh – Rs. 5 per transaction.
Outward at branch Rs. 1 lakh and above – Rs. 25 per transaction
Rs. 1 lakh to Rs.5 lakh – Rs. 25 per transaction.
RTGS-Outward
Rs. 5 lakh and above – Rs. 50 per transaction
RTGS-Inward Nil
Remittance Facilities
through other bank
DD- Issue Rs. 50 per DD for amounts upto Rs.10,000;
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For DD above Rs.10,000 - Rs.3 per thousand rupees or part thereof
subject to minimum of Rs. 75 and maximum of Rs. 15000
DD- Issue by deposit of Rs.5 per thousand rupees or part thereof, subject to minimum of Rs.100
cash and maximum of Rs. 15000
DD - Cancellation /
Duplicate / Rs 100 per DD
Revalidation
Additional charges for
DD issued on
Correspondent Banks
when the amount of DD
purchased by a single
purchaser in a day at a
single location exceeds
certain limits:
DD greater than Rs. 10
lac, payable at semi- Re. 1 per thousand rupees
urban location
DD greater than Rs. 20
lac, payable at urban Re. 1 per thousand rupees
location
DD greater than Rs. 50
lac, payable at RBI Re. 1 per thousand rupees
centers
EFT Charges- inward Nil
EFT Charges-
Nil
outward
ECS charges
ECS Debit Returns Rs 250 for financial reasons per return
ECS Credit Returns Nil
Charges for certifying
or verifying customer Rs 50/- for signature verification charges
mandates
Cheque Collection Local Nil
Cheque Returns
Local cheque
Rs.100 for every cheque return for financial reasons
deposited by customer
Rs.350 for one cheque return per month; Thereafter, Rs.750 per return in
Cheque issued by the same month for financial reasons
customer Rs.50 for non-financial reasons except for signature verification
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Outstation cheque
deposited by customer Rs.150 plus other bank charges at actuals per cheque for financial
Debit Card reasons.
Surcharge on railway
2.5 % of Bookings as per Visa regulations
bookings
Debit Card PIN re- Rs. 25. [Not applicable if request through Instapin at Branch / Customer
generation Charges Care (IVR)]
Decline of transaction
at any ATM or point of
sale (POS) due to Rs. 25 per transaction
insufficient balance in
the account
Debit Card de - hot listing Rs. 100 per request
Rs. 50 per certificate for balance in Savings Account and Fixed Deposit
Account
Balance Certificate Rs.100 per certificate for balance in INR and the equivalent amount in
USD in Savings Account and Fixed Deposit Account
Interest Certificate Rs 50 per certificate for more than one copy for a financial year.
Nil for closure within 30 days of account opening, Rs.500 for closure
Account closure
during 31 days to one year, Nil after one year of account opening
Record Copy of Paid
Rs. 50 per record
Cheque
Use of
Rs 100 or actual whichever is higher
Fax/Telephone/Modem
Photo attestation Rs 100 per application/letter
Signature attestation Rs 50 per application/letter
Address confirmation Rs.50 per request
Inoperative account Nil
Penalty on Deposit of A charge of Rs. 100/- will be levied. The charge will be Rs. 300/- in case
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the deposit amount is above Rs. 500/-. Repeat instances of cash deposits
through cheque drop box will attract an enhanced charge of Rs. 500/- for
cash in collector box any amount. For any other exceptional transactions which are not part of
the services offered by ICICI Bank, a charge will be levied as specified
by the bank from time to time.
Rs 50 per cheque and Rs100 for range of cheques covered in single
Stop Payment charges mandate.(No charge is levied if stop payment request is made through
internet Banking)
Foreign Exchange
Rs 22.25 per transaction
Conversion Charges
Lien marking and
unmarking of savings Rs.50 for marking of lien. Rs 50 for unmarking of lien.
account
Reissue of Internet
user id or password
Rs.50 per request
(Branch or non IVR
Customer Care)
Standing Instructions
Setting-up-charge Rs. 150 per standing instruction
Amendment charge Rs 25 per amendment
Execution charge
involving payment As per remittance, plus Rs. 25 towards out-of -pocket expenses
through DD/PO, etc.
(Note: Setting-up charges, amendment charges and execution charges are not applicable in
the case of standing Instructions for transfer from one account of ICICI Bank to another
account of ICICI Bank whether the two accounts belong to the same person or to different
persons.)
Note: Service tax @ 12.36 % (as per Govt rules) w.e.f. 11-May-07 is applicable over and
above charges indicated above. The charges indicated above are subject to periodic revision.
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CHAPTER-8
DEMAT & INVESTMENTS
8.1 Demat Services
ICICI Bank Demat Services boasts of an ever-growing customer base of over 11.5 lacs
account holders. In our continuous endeavor to offer best of the class services to our
customers we offer the following features:
➢ E-Instructions: You can transfer securities 24 hours a day, 7 days a week through Internet
& Interactive Voice Response (IVR) at a lower cost. Now with "Speak to transfer", you can
also transfer or pledge instructions through our customer care officer.
➢ Consolidation Demat Account: Dematerialize your physical shares in various holding
patterns and consolidate all such scattered holdings into your primary Demat account at
reduced cost.
➢ Digitally Signed Statement: Receive your account statement and bill by email.
➢ Corporate Benefit Tracking: Track your dividend, interest, bonus through your account
statement.
➢ Mobile Request: Access your Demat account by sending SMS to enquire about Holdings,
Transactions, Bill & ISIN details.
➢ Mobile Alerts: Receive SMS alerts for all debits/credits as well as for any request which
cannot be processed.
Dedicated customer care executives specially trained at our call centre, to handle all your
queries.
8.2 Investments
At ICICI Bank, we care about all your needs. Along with Deposit products and Loan
offerings, ICICI Bank assists you to manage your finances by providing various investment
options ranging from ICICI Bank Tax Saving Bonds to Equity Investments through Initial
Public Offers and Investment in Pure Gold. ICICI Bank facilitates following investment
products:
• ICICI Bank Tax Saving Bonds
• Government of India Bonds
• Investment in Mutual Funds
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• Initial Public Offers by Corporate
• Investment in "Pure Gold"
• Foreign Exchange Services
• Senior Citizens Savings Scheme, 2004
You can invest in above products through any of our branches. For select products ICICI
Bank also provides the ease of investing through electronic channels like ATMs and Internet
(ICICIdirect.com)
8.2.1 ICICI Bank Bonds
• All ICICI Bank Bonds have been rated "AAA" by CARE and "LAAA" by ICRA
indicating the highest degree of safety for your money
• All Investment in ICICI Bank Tax Saving Bonds issued up to March 2005 are eligible
for tax rebate under Sec 88 to the full extent possible
• Bonds are listed on BSE, NSE
8.2.2 GOI Bonds
8% Savings Bonds (Taxable), 2003
➢ Low risk.
➢ Reasonable investment tenure.
➢ Nomination facility available.
➢ Cannot be traded in secondary market.
➢ Interest income taxable.
Mutual Funds pool money of various investors to purchase a wide variety of securities
while pursuing a specific goal. Selection of Securities for the purpose is done by specialists
from the field. Returns generated are distributed to the Investors.
Mutual Fund Companies offer various schemes. Investors can choose any particular
Fund/Scheme or mix of Funds/Schemes depending upon their perception towards risk.
Investment is done on the basis of prevailing Net Asset Values of various schemes.
Mutual Funds Investments are subject to Market Risks.
8.2.4 IPO
You can invest in IPOs online through www.icicidirect.com with same convenience of
investing in equities - hassle-free and with zero paper work. Also, get in-depth analyses of
new IPOs issues (Initial Public Offerings) which are about to hit the market. IPO calendar,
recent IPO listings, prospectus/offer documents and live prices will help you keep on top of
the IPO markets.
ICICI Bank with its ‘Pure Gold’ offer attempts to bridge the gap between the need of the
customers for buying gold and availability of an organized avenue to satisfy that need, by
taking care of the two key components – Reliability and Convenience.
➢ Reliability
24 Carat ICICI Bank Pure Gold is imported from Switzerland. This Gold carries a 99.99%
Assay Certification, signifying highest level of purity, as per international standards.
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➢ Convenience
ICICI Bank Pure Gold is competitively priced based on daily prices in the international
bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and 50g categories.
• Scheme Details:
Since the product is offered by Govt of India, this product is one of the most Safest
Investment Option.
Premature closure of account is possible after one year from the date of opening the
account.
In case the investor does not want to avail Direct Credit facility or ECS facility, 4 Post
Dated Cheques will be sent to Investor every year.
CHAPTER-9
FINDINGS & CONCLUSION
9.1 Findings
➢ It was found from the study that bank believes in quality service rather than quantity of
service.
➢ The officials employed are very much enthusiastic about their job.
➢ The officials try to make best relation with the customers.
➢ There is separate counter for NRI services
35
➢ The limit of cash vault is Rs. 10, 00,000 for a day.
➢ The registers and files are maintained on a daily basis.
➢ The registers are maintained in a well organized manner.
➢ The marketing strategy of the bank is very attractive.
➢ The bank always tries to attract customers with innovative offers.
➢ The bank is very keen to implement 5’s plan in all its branch
9.2 Conclusion
ICICI Bank has strong banking operations. They believe in customer satisfaction in every
possible way. They are focused on quality of products and services rather than quantity of
products and services. They have a strong banking solution such as FINACLE which was
developed by Infosys. The bank is rapidly growing. They have a aggressive marketing
strategy. The bank provides speedy way of services to its customer with satisfaction. The Five
S plan really helps in the operation of the organization.
The bank has spend millions of rupees in different types of investments on behalf of its
customers. The bank is well known for its 90 days strategies. ’90 days strategies’ means
whatever the bank wants to implement, t implements within 90 days.
Thank
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You!!
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