BFSI Syllabus

Syllabus
Banking Financial Services

and Insurance (BFSI)
Business Correspondence
and Business Facilitation
Banking Financial Services and Insurance (BFSI)
Certificate Programme in Business Correspondence

and Business Facilitation (CPBCBF )
SYLLABUS/ CURRICULUM
This programme is training candidates for the job of Business Correspondent and Business Facilitator,
in the Banking sector. The programme will help in building the following key competency amongst the
learner:
Deliver the functions of a business correspondent and business facilitator
Duration
Sr.No.
Topic/ Module
Ice Breaker
Key Learning Outcomes
(hrs/weeks/
months)
introduce themselves share their

profiles, work in groups and
communicate properly
List program objectives
List expectations from the program
List the problems faced by the agents

and villagers
define Financial Inclusion
describe/list the importance of financial

inclusion in zero or less banking areas
state the importance of intermediaries

for ensuring financial inclusion
list the various initiatives introduced

by government or non-government
agencies
define and differentiate Business

Facilitator (BF) model and Business
Correspondent (BC) model
list the Eligibility Criteria
list the Roles and Importance of BC and

BF
15 minutes
Program Objectives
and Expectations
Financial Inclusion:
Relevance for Rural
development,
Various initiatives
by Government and
Non Government
Agencies
Introduction to
BFBC Model - Roles
and Responsibilities
of BFBC in Financial
Inclusion
15 minutes
60 minutes
45 minutes
5
2011 IL&FS Skills Development Corporation Limited
Syllabus
Duration
Sr.No.
(hrs/weeks/
months)
what is Banking & main functions of a

Bank
types of accounts for deposits and

loans the structure of the Indian
Banking System and discuss the other
functions and optional channels of the
bank
recall the roles & responsibilities of BC
Introduction to
Banking: Principles
of Banking,
Functions of Banks
Roles and
Responsibility of a
BC, Compensation
Details of the BCs;
Documentation
required from
a BC for their
own enrolment
& Benefits of
Certification
Program
60 minutes
do important documents for enrolment

of BC state benefits of the certification
program
Other functions of
Bank and KYC
60 minutes
know more about functions of a bank

know more about KYC norms
know about daily reporting
Performance
Reporting
60 minutes
get understanding of nature of work

(goal)
Learning
Confirmation - I
30 minutes
confirm learning
10
Recap
15 minutes
revise the learning of previous day.
know about Enrolment software
11
Introduction of
Enrolment software
know about customers enrolment

process
banker-customer relationship
secrecy of customers identity
12
Banker-Customer
relationship,
Principles and
AML(Anti-money
laundering),
Submission
and Uploading
documents and data
KYC principles
meaning of AML
practice with help of case and forms
the hierarchy and selection procedure

prospective level and performance
qualities their roles as CSP
13
Topic/ Module
Nomination of CSP
60 minutes
90 minutes
60 minutes
60 minutes
Duration
Sr.No.
Topic/ Module
14
Enrolment process
flow
60 minutes
15
Software training
practice session - I
60 minutes
Practise session on the software
16
Learning
confirmation - 2
30 minutes
confirm learning
about POS machine
uses of POS machine
the use of POS machine for transaction

process
(hrs/weeks/
months)
17
POS Machine
180 minutes
be able to understand the complete

process from enrolment to opening of
a new account know about the roles of
a branch manager
18
(POS Transaction)
Software Training
Practice Session - II
120 minutes
19
Live Demo
of Banking
Transactions by
Technology Provider
60 minutes
live demonstration of Banking

Transactions by technology provider
20
Learning
confirmation - III
30 minutes
Confirm learning
improve areas of skills: study in

a meeting, objections raised by
customers, identify the necessities,
overview of benefits
introduce self - basic communication

skill
share views about communication,

understand the barriers
identify and solve the problems of

villagers
improve the skills to work in a group

and discuss the same
micro credit and micro finance; and

difference between them
role of micro finance in uprooting

poverty role, structure, constitution
and functions of SHG group
21
22
Relationship
management,
customer
satisfaction,
Principles
of Effective
Communication,
Setting Goals,
Case Study: Group
Discussions
Micro Finance:
Delivery models
90 minutes
45 minutes
7
Syllabus
Duration
Sr.No.
Topic/ Module
23
Question and
answers
24
Financial Education
and Financial
Counselling: Roles
of BF/BC in Financial
Counselling
25
Role Play
in Financial
Counselling
45 minutes
revise topics learnt
what is financial literacy and

importance of this in financial inclusion
60 minutes
financial education and its three main

topics important components of
financial counselling role of BF/BC as a
financial counsellor
60 minutes
counselling related study on different

products
meaning of cash flow
importance of cash flow for a farmer or

a businessman and a bank
how is cash flow statement prepared
its relation with credit administrator

and monitoring banks advances
Cash Flow and

Cash budgeting
techniques, How to
identify fake notes
60 minutes
27
Software Training
Practice Session - III
60 minutes
28
Learning
Confirmation - IV
30 minutes
Confirm learning
What CSP offers to

customers?
29
30 minutes
will know about various additional

services offered by CSP to their
customers
30
Principles of
Lending: Agriculture
and other priority
sector advances in
Banks
60 minutes
deposits and lending cycle of a bank S.L.R., C.R.R. and profits
types of lending and advances
Principles of lending to priority sector
31
Software Training
Practice Session - IV
60 minutes
practical training on process of POS

software transaction
32
IIBF Certification
test
75 minutes
certification by IIBF
26
Total Programme Duration: 5 days
(hrs/weeks/
months)
Debt Recovery
This programme is training candidates for the job of Debt Recovery Agent, in the Banking sector. The
programme will help in building the following key competencies amongst the learner:
Sr.
No.
Module
Duration
Introductions, General
guidelines
60 minutes
Who am I? Why am I
here?
What is Personal
Key Learnings
TT
Introduction; IIBF Certification Process, Rules

for Certification, Course Overview, Purpose and
methodology
TT
Participant expectations and challenges - nature

of the work.
TT
Sharing Successes and Challenges
TT
Sharing Successes and Challenges Defining PE

through Knowledge, Skills and Attitudes, SWOT,
Self-esteem and motivation building
TT
Concept of Skills as being learned. Different

types of Soft skills and their application in the
work of the DRA. Wish List. Establish the need
to learn what why and how.
TT
Presenting oneself - basic communication

stills, attitudes towards communication,
understanding barriers.
TT
Listening skills - exercises on listening.
TT
Body language - dressing and grooming. Effect

on banks image
TT
Interpersonal skills - preference for action.
60 minutes
60 minutes
Effectiveness?
Introduction to Soft
Skills and need for
Training
60 minutes
Communication and
presentation
90 minutes
Practice Session
60 minutes
Listening
30 minutes
Practice Session
60 minutes
Body language
60 minutes
10
Practice Session
60 minutes
11
Interpersonal Skills
60 minutes
12
Practice Session
60 minutes
13
Debt Recovery Agent
60 minutes
TT
What is Debt, Recovery, Agency and Agent?

Collection and Recovery - a distinction
14
Work of DRA
60 minutes
TT
Nature of the DRAs work-mind map
15
Functions of DRA I
60 minutes
TT
Functions of the DRA: Collecting & remitting the issues involved.
16
Functions of DRA 2
60 minutes
TT
Functions: Book-keeping, documenting and

reporting
17
Learning Confirmation
30 minutes
TT
20 multiple choice questions
11
Syllabus
Sr.
No.
18
The Banking Story
19
Types of Accounts,
Types of Customers
Duration
Key Learnings
TT
How banks operate with reference to the Deposit

and Lending cycle, how banks earn money,
how they pay interest and the importance of
Lending. Position of DRA in maintaining flow of
money in the bank
TT
Venous types of customers who can open

accounts
TT
Types of accounts and the benefits of each
TT
Deposit accounts, types of deposits, rules and

regulations concerning opening/closing of
accounts, types of customers, KYC information types of documents required.
TT
Learning confirmation + position of the DRA
TT
Features of other types of deposits - Fixed

Deposits, Recurring Deposits - benefits and
drawbacks.
TT
Learn the differences between different forms

of Interest calculations, interest calculations
practice.
TT
Reasons why deposit accounts are closed by

customers, by the bank or why usage can be
stopped
TT
Practice cases on types of accounts, interest

earned, closure
90 minutes
60 minutes
20
Opening an Account:
KYC
60 minutes
21
Review of Rank Operations, Accounts and

KYC
30 minutes
22
Other Deposits
60 minutes
23
Interest Calculation
60 minutes
24
Closing or Stopping Accounts
60 minutes
25
Practice examples
30 minutes
26
Content
TT
Learning Outcomes
TT
27
Banker-Customer Relationship
Terminology of the different kinds of

relationships the Bankers have with type of
Customers based on their accounts.
TT
Level of trust that a customer has in the bank
28
Banks obligation
secrecy of accounts
TT
Circumstances under which a bank can reveal

information
TT
29
Payment and Settlement Functions, funds

remittance
90 minutes
Understanding how instruments such as

Cheques work the clearing and collection
functions
TT
Demand drafts and their functions
DRA Functions Revisited
30 minutes
TT
Compare Bank functions with DRA functions
30
12
Module
60 minutes
60 minutes
Sr.
No.
Module
Duration
Key Learnings
TT
Several ways in which Banking sectors can be

used - the different channels. Advantages and
disadvantages
60 minutes
TT
Understand how money laundering takes place,

how it affects the country
Banks Responsibility
AML Act
45 minutes
TT
The banks responsibility in prevention of

laundering
34
Cases
45 minutes
TT
Knowledge of how cases are dealt with.
35
Preparation for Test
30 minutes
TT
Preparation for multi-choice questions etc.
36
Module 2 Test Paper
60 minutes
TT
Learning Confirmation M2 - Banking 50

questions
TT
37
Assessment of Module
2 Test Paper
60 minutes
Correction and understanding of the right

answers, recording scores and giving feedback;
dealing with new concepts, if any
38
Real Stories-successes
and failures
60 minutes
TT
To set the stage for the Loan function and to

bring the participants own experience into play
39
Loan Functions of a
Bank an intro
60 minutes
TT
To set the tone for understanding the loan

functions overall
40
Keyword Activity
60 minutes
TT
Revision of keywords covered in the previous

Module
TT
41
How Banks Earn

Money
60 minutes
Understanding Net interest Income and the

position of the DRA in maintaining this balance
with the Bank
42
Customer Segments
60 minutes
TT
General knowledge of the different types of

customers who take loans from the Bank
43
How Loans are Repaid
60 minutes
TT
Understanding of the advantages and

disadvantages of loan repayment methods
44
Review of Session on
Loans
45 minutes
TT
Learning confirmation of basic Loans concepts,

customer etc
45
Retail Loans
60 minutes
TT
What are retail loans?
TT
Types and classes of retail loans.
46
The Retail Loans Success Story
60 minutes
TT
Growth of retail loans In banking sector
TT
Reasons for the growth of retail loans
47
Credit Card Friend

or Foe?
60 minutes
TT
Understanding of how Credit Cards work the

advantages and disadvantages of credit cards
48
Preview of Session 12
15 minutes
TT
Preparation for next session
49
Review of Retail Loans
45 minutes
TT
Learning Confirmation of Session on Loans
31
Customer Interface,
various channels
60 minutes
32
Anti Money-laundering
33
13
Syllabus
Sr.
No.
Module
Duration
50
Types of Security
90 minutes
51
Understanding Loans
and Security
52
53
54
14
Key Learnings
TT
To understand the need for security creation

and the process for different kinds of loans,
explanation of terms
60 minutes
TT
Application of secured and unsecured loans

and security applications
Role Plays
45 minutes
TT
Learning confirmation of session
Review of Sessions on
Loans
30 minutes
TT
Learning confirmation
TT
To revise the difference between Assets and

Liabilities
TT
To understand how Banks classify assets into

Standard and NPA5 (RBI Guidelines)
TT
Further classification of Loan customers into

buckets how customers can move from one
bucket to another and the implications for
DRAa.
Asset Classification
60 minutes
55
The Bucket Systern
60 minutes
56
Case Studies
60 minutes
TT
Learning Confirmation of the different aspects

of Loans
57
Quiz
30 minutes
TT
Open Format Quiz on Modules 1-3
58
Written Test on Module 3
60 minutes
TT
Learning Confirmation
59
Assessment
90 minutes
TT
Check on Learning Confirmation I record scores,

discuss answers and daffy new concepts
60
Expectations of Module 4
30 minutes
TT
Understand the position of the modules and

where we have reached
Revision of Functions
of DRA, Personal Effectiveness
TT
61
60 minutes
Revise the content covered in sessions 1-3; take

stock of individual personal effectiveness skills
gained.
TT
62
Default in Retail Loans,

Growing NPAs and
need for understanding
60 minutes
Retails loans - reasons for loans, growth

story revisited, general reasons for defauk.
differences In the various retail products
63
Need for agency
60 minutes
TT
Need for DR agency to handle default-. Reasons

for default in various products.
64
Soft skills - empathy
60 minutes
TT
Need for understanding and empathy introduction to essential
65
Case studies
60 minutes
TT
Soft skills required for the job
TT
Cases to introduce empathy through listening.
Sr.
No.
Module
Duration
Key Learnings
66
Difficult debtors
60 minutes
TT
Dealing with difficult debtors - steps in handlig

debtors. Cases of negative behavior
67
Soft skills
60 minutes
TT
Skills of Persuasion and Negotiation
68
case studies
120 minutes
TT
Case Studies and practice with Soft Skills
69
Regulations
60 minutes
TT
Legal and regulatory norms + recap on the basis

of loans
70
Policies, processes,
procedures
60 minutes
TT
Processes and procedures of debt recovery.
71
DRA Visits - Behaviour

guidelines
60 minutes
TT
Guidelines fur behaviour during visits
72
Dos and Donts
60 minutes
TT
Dos and Donts of debt recovery based on

Norms and codes
73
Recovery strategies
60 minutes
TT
Strategies for Recovery - guidelines. Cases

involving different kinds of loans.
74
Phone Strategies
60 minutes
TT
Telephone Collection Calls
75
Practice
60 minutes
TT
Role plays to practise procedures along with

soft skills
76
Code of Banks commitment
60 minutes
TT
Banking Code of Conduct
77
60 minutes
TT
Earning Confirmation 4 (50 Q en Deht Recovery,

50 previous)
78
Discussion of answers
60 minutes
TT
Clarification of concepts
79
Legal aspects
60 minutes
TT
Legal support and aspects RBI Norms
80
Practice
60 minutes
TT
Case Study on legal aspects
81
Debt & Credit Counselling
60 minutes
TT
Additional functions of the DRA - debt and

credit counselling (stories)
82
Re-possession
60 minutes
TT
Re-possession of securities - procedures
83
Legal action, debtors,

reports
60 minutes
TT
Initiating legal acton, tracing debtors, filing

opinion reports
84
Revision
60 minutes
TT
General revision of all functions of the DRA
85
Rights and Duties
120 minutes
TT
Rights and Duties of DRA
86
International Best
Practices
60 minutes
TT
Best practices In USA and UK, compare to India
87
Various Codes and

Policies
60 minutes
TT
IBA Model Policy
15
Syllabus
Sr.
No.
Module
Duration
Key Learnings
88
Code of Conduct for

DRA
60 minutes
TT
Code of Conduct for DRA
89
Fair practices - credit

card
60 minutes
TT
Fair practices - credit card
90
Fair practices - lenders
60 minutes
TT
Fair practices - lenders
91
Open Quiz
60 minutes
TT
Open Quiz format: complete revision M1-5
92
60 minutes
TT
Learning Confirmation 5-50 marks (30 + 20)
93
Question Paper - Formative (3 nos)
4 hours and
30 minutes
TT
Learning Confirmation and Practice
Total Programme Duration = 20 sessions (4 hours per session)
16
Mutual Fund Distribution
17
Syllabus
18
This programme is aimed at training candidates for the job of Mutual Fund Distribution, in the
Banking Financial Services and Insurance industry and by the end of the program aims at building the
following key competencies amongst the learner:
Knowledge of MF Industry
Sell the mutual fund investments to several investors
Handle Mutual Fund customer queries
Duration
Sr.No.
Topic/ Module
(hrs/weeks/
months)
Introduction and
Icebreaker
40 minutes
T o introduce both the trainer and

participants with each other
About ILFS Skills
15 minutes
T o familiarize the participants about

ILFS skills
T o state the terminal goals of the

programme
To set expectations and ground rules
To explain the rules of the NISM exam
To describe what the NISM exam
T o describe the concept and operations

of a mutual fund
T o list the advantages and

disadvantages of a mutual fund
T o list the different types of mutual

funds
T o briefly describe the various types of

mutual funds
To explain the fund structure
T o describe the role and functions of

the constituents of a mutual fund
Set Expectations
NISM Examination
Concept and Role

of a Mutual Fund Introduction
Types of Mutual
Funds
Fund Structure and

Constituents
20 minutes
20 minutes
30 minutes
45 minutes
30 minutes
19
Syllabus
Duration
Sr.No.
10
20
Topic/ Module
Legal and
Regulatory
Environment - Role
of Regulators in
India
Investors Rights &

Obligations
Offer Document
(hrs/weeks/
months)
40 minutes
30 minutes
45 minutes
To list the various regulatory agencies
T o state the roles of the regulatory

agencies
T o state the roles of the self-regulatory

organisations
T o state the role of AMFI as a regulatory

body
To recall the AMFI code of ethics
T o state the rights and obligations of

investors
T o identify the importance of an offer

document.
To name the parts of an offer document.
T o discuss the contents of an offer

document
T o identify those who can invest in

mutual funds
T o explain the role of distribution

channels
11
Fund Distribution
- Distribution
Channels
30 minutes
12
Channel
Management
Practices
30 minutes
T o explain the channel management

practices
13
Accounting
25 minutes
T o explain the different terms associate

with accounting
14
Valuation
25 minutes
15
Taxation
30 minutes
T o explain how taxation is done for

mutual funds
16
Investor Services
20 minutes
T o explain the procedure for purchase

of mutual fund units
17
Investment Plans
and Services
20 minutes
To explain the different investment

plans and services
18
Drivers of Return in
a Equity and Debt
Scheme
Explain the return aspect of a Equity

Scheme
Explain the return aspect of a Debt

Scheme
1 hour
To explain how securities are valued
Duration
Sr.No.
Topic/ Module
(hrs/weeks/
months)
19
Risk
30 minutes
T o explain the types of risks faced by

different mutual fund schemes
20
Measures of Risk
30 minutes
T o identify the different measures of

risk used for mutual funds
21
Computing Returns
30 minutes
T o calculate different types of returns

on mutual funds.
22
Performance
Measurement
30 minutes
T o explain the need for measuring

performance of MFs
23
Benchmarks and
Performance
30 minutes
To benchmark performance of MFs
24
Scheme Selection
for a Client
30 minutes
T o explain how to help clients select

appropriate schemes
25
Types of Assets
20 minutes
Select the Right Investment Product
Explain the different types of assets
26
Financial Planning
(FP)
20 minutes
To explain the importance of FP
To explain the risk profile of investors
T o select an asset allocation mix for

investors
T o recommend a model portfolio to

investors
27
Risk Profiling and

Assets Allocation
45 minutes
28
Formative
Evaluation (1 11)
2 hours
40 minutess
To test the participants on the

knowledge gained
29
Summative
Evaluation (1 3)
6 hours
T o test the participants on the

knowledge gained
Total Programme Duration: 3 days

(This syllabus/ curriculum has been approved by (name of relevant Sector Skill Council or NSDC
designated authority).
21
Syllabus
22
IL&FS Skills Development Corporation Limited

(A Joint Initiative with National Skill Development Corporation)
Mumbai Office: IL&FS Education & Technology Services Ltd.,
Aditya Textile Industrial Compound, Corduroy Building, 2nd Floor, Safed Pool,
Andheri-Kurla Road, Mumbai - 400 072. Tel.: 022-6780 9292. www.ilfseducation.com
Regd. Office: IL&FS Skills Development Corporation Limited,
2nd Floor, Niryat Bhawan, Rao Tula Ram Marg, Opposite Army Hospital Research & Referral,
New Delhi - 110 057, India. www.isdc.in or email to us on info@isdc.in

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Syllabus

Banking Financial Services

Banking Financial Services and Insurance (BFSI)

Certificate Programme in Business Correspondence

Key Learning Outcomes

introduce themselves share their

List program objectives

List expectations from the program

List the problems faced by the agents

define Financial Inclusion

describe/list the importance of financial

state the importance of intermediaries

list the various initiatives introduced

define and differentiate Business

list the Eligibility Criteria

list the Roles and Importance of BC and

Key Learning Outcomes

what is Banking & main functions of a

types of accounts for deposits and

recall the roles & responsibilities of BC

do important documents for enrolment

know more about functions of a bank

know about daily reporting

get understanding of nature of work

revise the learning of previous day.

know about Enrolment software

know about customers enrolment

secrecy of customers identity

practice with help of case and forms

the hierarchy and selection procedure

Banking Financial Services and Insurance (BFSI)

Key Learning Outcomes

Practise session on the software

about POS machine

uses of POS machine

the use of POS machine for transaction

be able to understand the complete

Practise session on the software

live demonstration of Banking

improve areas of skills: study in

introduce self - basic communication

share views about communication,

identify and solve the problems of

improve the skills to work in a group

micro credit and micro finance; and

role of micro finance in uprooting

revise topics learnt

what is financial literacy and

financial education and its three main

counselling related study on different

meaning of cash flow

importance of cash flow for a farmer or

how is cash flow statement prepared

its relation with credit administrator

Cash Flow and

Practise session on the software

What CSP offers to

will know about various additional

deposits and lending cycle of a bank S.L.R., C.R.R. and profits

types of lending and advances

Principles of lending to priority sector

practical training on process of POS

Total Programme Duration: 5 days