Raj2 PDF

CONTENTS
S Topics
No.
1. A note to Facilitators
2. Background
3. Objective of the course
4. Major contents of the Refresher course for DOE
5. A Schematic view of course Contents/Methods
6. Time Schedule of classes
7. Session wise/ Topic wise content details, Process, Methods,
Teaching Aids
Annexures:
 Handouts
 Case Study
 Games (Illustrative)
 Role Play (Videos)
 Other videos of Bandhan Bank/Bandhan Konnagar
1 REFRESHER COURSE FOR DOE

A Note to Trainers/ Facilitators
The essence of training is to make a participant acquire the desired skill-sets for practical applica-
tion in course of their work. The other objective is to make the trainees understand the ethical
foundation and values that Bandhan Bank stands for, so that the participant practices in day-to-
day life and becomes an important member of Bandhan Family.
TThe very purpose of a Refresher course is to onboard the DOEs onto a platform in a structured
manner to refresh their existing skills for achieving a minimum functional efficiency. For the DOE,
the purpose would be to make them learn the basics of how to discharge their role effectively on
completion of the Refresher Course for DOE.
As for DOE, a trainer must appreciate that such dedicated and responsible micro-banker has been
promoted to such a role. Therefore, their training should be conducted to reach their levels. Facili-
tators/trainers cum course-coordinators, therefore, should first bring himself/herself to the level of
the participant he/she is going to teach for proper understanding, and communicate them in an
easy-to-understand common language without using technicalities. They have to display great pa-
tience, understand the class psyche and appreciate their limitations while facilitating their under-
standing for acquiring the basics of the desired skills required.
The co-ordinator, therefore, should not rush to complete the course module unless and until he/
she is satisfied that the class has understood the basic concept, process and techniques required.
Facilitator should also keep in mind the organisational needs that the participants are required to
be brought into a common composite work culture of Bandhan for which they are to be taught to
practice the organisational Values, Vision, and Mission as well as the ethical issues that support
them. For this purpose, the trainees are to be cleverly drawn into discussion and debate mode
through pop-up questions, anecdotes, case illustrations, and, if required, well thought out debat-
able statements to generate desired results. The purpose is to ensure that the entire class partici-

pates in the discussion. It is only through participative discussion, when the entire class gets in-
volved, the values are better articulated and evolve as a common agreed principles which no lec -
tures can do. One-way lectures are to be avoided so that participants do not lose interest. The
above methods/techniques are to be also for all class situations irrespective of subjects.
Facilitators as Faculty Members should also follow the teaching methods indicated in this course
structures but are free to improvise and evolve their own way in different class room situations
for diverse participants of different levels. The course modules are indicative but are structured in
such a way that ensures necessary skill formation of participants through a unified approach.
For effective class-management, facilitators should set the standards and implement the institu-
tional disciplines expected from participants. Trainers have to be fair, and ensure that a few partici-
pants do not hijack the discussions leaving behind the backbenchers and participants who have
problems of articulating their views. The purpose is to encourage the brighter elements but not at
the cost of others in case they are left out of the discussion and remain non-participative. This de -
feats the very purpose of training which aims at ensuring a minimum skill acquisition by all
trainees.

Some Do’s and Don’ts for the Faculty Facilitators:
i. Try to bring yourself to the level of the trainees' understanding. This will help you to de-
velop your acceptance level.
ii. Don’t preach, try to illustrate as appropriate examples achieve the same purpose better. Try
to avoid display of superiority of “I- Know-More-Than-You-Do” type. This reduces your
chance of acceptability among the trainees.
iii. Be conscious not to give long lectures. Divide them, give cases and make the trainees partic -
ipate. Points will evolve through discussions. Use whiteboards effectively.
iv. Don’t read out the points of PowerPoint presentations and repeating them. PPTs are meant
to structure your talks and hold your thoughts, point wise/sequence wise, and not for loud
reading.
v. Demonstrate rather than lecturing.
vi. Involve the class through role plays wherever possible.
vii. Effectively use Case-lets/Case Studies/Anecdotes instead of saying “Do this and Don’t do
this”. That’s a sermon, not teaching.
viii. Try to make yourself a coach, a guide, a mentor rather than a never smiling teacher. Use hu-
mour, if required, without compromising seriousness of the issue but to make the learning
atmosphere in the class more appropriate and congenial.
ix. Never attack/condemn anyone by person. Try not to insult anyone even if for raising
'stupid' questions as insulting someone is nothing but is a reflexion of your own failure to

coach them. Never fail to appreciate participants, for raising relevant or 'intelligent' ques-
tions or for referring to some appropriate issues.
x. Try not to compromise on class discipline.
xi. Highlight the positives and uniqueness of Bandhan with examples.
xii. Try to extend due courtesy and decorum expected of you. Demonstrate them. It sets stan-
dards for all participants.
xiii. Prepare your lessons before you go to a class. Never go unprepared even if you know it is
easy to handle the class. Devote one/two hours for this. Often you prepare before entering a
class what would be a better/more appropriate question that would ensure adequate partici-
pation and lead you to results that you are trying to highlight.
xiv. Summarize the learnings at the end of the class. Repetitions often make the learnings stick,
before it is forgotten.
xv. At the end of the class, take a self-review and note what additional inputs you need further
to make the module more interesting next time and more effective.
xvi. In IT class, use demonstration rather than lectures. Show the basic process flow in the
screen. Use computer labs when available.
xvii. Everyday read newspapers/E-papers and Finance/Banking page to keep yourself updated.
xviii. Participate and contribute to Study Circle.
xix. Go to Field once in two-three months to study your training outcome on learner’s skills.
Make TNA for further improvement. Most importantly, follow it up for improving the out-
come of training.

BACKGROUND
Bandhan Bank joined the mainstream of Indian banking on the 23 rd August 2015 when we opened
the doors of 501 branches to the public to which were linked 2022 Doorstep Service Centres
(DSCs). As the first commercial bank launched after India's independence having headquarters in
the east, we have the unique distinction of being the only commercial bank to have travelled the
path of growth from an NGO in 2001 to an MFI in 2005 followed by the in-principle approval of
the RBI in 2014 to prepare ourselves for universal banking. The licence to function as a commercial
bank was received in June 2015.
Bandhan Bank has taken giant strides from that day and today we are providing banking service to
more than 1.65 crore customers from over 4000 outlets covering 34 States and Union Territories.
Our deposits have grown to Rs. 43232 crore and advances to Rs 44776 crore. 96% of the asset
portfolio is in the "priority sector" with a negligible percentage of default. The Bank went for its
IPO with great success and has recently acquired Gruh Finance Limited.
In the present scenario, where customers are not unlimited, there is tough competition from other
banks. Hence, customer aquisition and retention has become our main focus which can be
achieved through customer satisfaction. As business grows there is a rapid increase in the number
of employees who are newly recruited to enhance our staff complement. Also, employees of the
acquired entity have to be inducted into the culture of the Bandhan family to blend seamlessly. All
the new entrants have to be explained the policies and procedures of the Bank and also
familiarised with the products while internalising the values which the Bank stands for.
Our training philosophy and processes are, therefore, geared to equip the frontline staff with
appropriate skills to understand the risks associated with banking operations and guide them to
act in compliance with extant instructions. After all, training is an investment in human resources
undertaken so that the quality and growth of business takes place according to the organisational
needs and strategy.

BANDHAN BANK TODAY (as on March 31, 2019)
986 Branches 34 States
481 ATMs 3014 Door Step

Centers
32242 Staffs 1.65 Crore

customers
43232 Crore 44776 Crore

Deposit Asset

OBJECTIVES OF 2 DAYS REFRESHER COURSE FOR DOE
After completion of the course participant will be able to: -
 explain the different Asset and Liability products offered by Bandhan Bank Ltd. focusing on
micro banking vertical
 conduct the various checks required while filling the Account Opening Form/ Loan Appli-
cation Form
 do correct entries in the respective registers and maintain them properly

 effectively plan the Fund requirement of the DSC and follow secured Cash handling proce-
dures.
 do error free entries in HHD and BCORE, Tab Banking and follow the IT security guide-
lines.
 follow the email and telephonic etiquettes required for an effective business communication
and customer service.
 perform the roles and responsibilities of a DOE in DSC operations ethically by following the
code of conduct.

MAJOR CONTENTS:
 Updated Features of Asset & Liabilities Products of Bandhan Bank Limited focussing on Mi-
cro Banking Vertical
 Cross checking of filled up AOF/LAF along with discussion on Checklist.
 Office management with emphasis on Documentation (Registers, Files, Display Boards,
Vouchers etc.).
 Effective and Efficient Cash and Fund Management.
 Information Technology: HHD & BCORE, IT Security and Tab Banking.
 Effective communication and Customer Service.
 Role and responsibilities of DOE along with ethics and code of conduct.

TRAINER’S GUIDE
A Schematic view of course contents, objectives, class duration and tools of Refresher course for
DOE Training.
Sr. Major
Sub Content Time Objectives Methods
No Content
Updated Fea- To be able to ex-
tures of Asset plain the different
 Asset & Lia-
& Liabilities kinds of Asset and
bility prod-  Lecture
Product of Liability products
1 ucts offered 90 min  Presentation
BBL focusing offered by BBL fo-
by Bandhan
on Micro cusing on MB
Bank
Banking Ver- products to the
tical customers.
Cross Check- To conduct the

ing of various checks re-  Lecture
AOF/LAF  Discussion on quired while filling  Exercise
2 Checklist 90 min
with docu- up Account Open-  Demonstratio
ments (KYC, ing Form/Loan Ap- n
FVR) plication Form
 Documentatio
To be able to do
n  Large Group
correct entries in
Office man- (Registers, discussion
3 90 min the respective reg-
agement Files, Display  Lecture
isters and maintain
Boards,
them properly
Vouchers etc.)
4 Cash & Fund  Process and 90 min To effectively plan  Group Discus-
Management procedures of the Fund require- sion
impounding ment of the DSC  Lecture
of notes. and follow secured
 Cash Related Cash handling pro-
Entries in cedures.
BCORE/Reg-
isters
 Fund Plan
 Remittance
 Vault and
Key Mainte-
nance
To be able to do er-
 Demonstration
Information  HHD & ror free entries in
 Group Discus-
Technology BCORE HHD and BCORE,
5 90 min sion
 IT Security Tab Banking and
 Exercise
 Tab Banking follow the IT secu-
rity guidelines.
 Telephonic To understand the
Etiquette, email and tele-
Effective  Customer Ser-  Lecture
phonic etiquettes
Communica- vice  Group
required for an ef-
6 tion and Cus-  Grievance Re- 90 min Discussion
fective business
tomer Service dressal  Games
communication
Process at DSC  Role play
and customer ser-
level vice.
To understand the
Roles & Re-  List of all the roles and responsi-
sponsibilities duties to be bilities of a DOE in
of DOE, performed by DSC operations  Lecture
7 90 min
Ethics and DOE with special em-
Code of con-  Code of Con- phasis on the ethics
duct duct and code of con-
duct

BANDHAN SCHOOL OF DEVELOPMENT MANAGEMENT
COURSE NAME : Refresher Course for DOE
PARTICIPANTS BACKGROUND: DSC Operation Executive
DURATION: 2 Days (Residential)
TIME SCHEDULE OF CLASSES:
SL TIME TOPIC PEDAGOGY

NO.
DAY 1
1 09:00-09:30 Welcome Address, General Instructions, icebreaking, un-  Lecture
derstanding of expectation and objectives of the course  Games
2 09:30-11:00 Updated Features of Asset & Liabilities Product of BBL  Lecture
focusing on Micro Banking Vertical  Presenta-
tion
11:00-11:30 Tea Break
3 11:30-01:00 Cross Checking of AOF/LAF with Documents(KYC,  Lecture
FVR)  Exercise
 Discussion on Checklist  Demon-
stration
01:00-02:00 Lunch Break
4 02:00-03:30 Office management  Large
 Documentation (Registers, Files, Display Group dis-
Boards, Vouchers etc.) cussion
 Lecture
03:30-04:00 Tea Break
5 04:00-05:30 Cash & Fund Management  Group Dis-
 Process and procedures of impounding of cussion
notes  Lecture
 Cash Related Entries in BCORE/Registers
 Fund Plan
 Remittance
 Vault and Key Maintenance
6 05:30-06:00 Recapitulation  Discussion
Project work
DAY 2
7 09:00-09:30 Miniversity  Presenta-

tion
Information Technology:  Demonstra-
8 09:30-11:00  HHD & BCORE tion
 IT Security  Group Dis-
 Tab Banking cussion
 Exercise
11:00-11:30 Tea Break

9 11:30-01:00 Effective Communication and Customer service:  Group Dis-
 Telephonic and mail Etiquette, cussion
 Process of TVD (Tele-verification done)  Games
 Customer Service  Role play
 Grievance Redressal Process at DSC level
01:00-02:00 Lunch Break
10 02:00-03:00 Roles & Responsibilities of DOE, Ethics and Code of  Discussion

conduct
11 03:00-03:30 Feedback Session  Exercise
12 03:30-04:00 Exit Level Test and Closing of the Training  Written
Exam

SESSION-WISE/ CONTENT DETAILS
LEARNING UNIT
Session 01: Updated Features of Asset & Liabilities Product of BBL focusing on Micro
Banking Vertical
Objective: At the end of the session, the participants will be able to explain the different
Asset and Liability products offered by Bandhan Bank Ltd. focusing on DSC
products.
Time: 90 Minutes
Method: Lecture and Presentation.
Teaching Aids: Whiteboard, Marker, Laptop, Projector.
Process: Step 1: The facilitator will first greet the participants and ask what are the re-
cent developments in Bandhan Bank products. (5 minutes)
Step 2: Taking a cue from the participants replies, the facilitator will present
the asset and liability products offered at General Banking branches of Band-
han Bank. (25 minutes)
Step 3: Faculty will then explain the updated asset products offered at a DSC.
(30 minutes)
Step 4: The facilitator will then explain the latest changes in the liability
products offered at a DSC (20 minutes)
Step 5: The facilitator will ask the participants for any further queries. (5 min-
utes)
Step 6: The facilitator will randomly ask some product relate questions to test
whether they are able to recall and explain those features. (5 minutes)

Learning outcome: The participants will :
i) know the asset and liability products offered at GB branch,
ii) explain the asset and liability products offered at a DSC.
Handouts: As listed in the Annexure below
SESSION 02: Cross Checking of AOF/LAF with Documents (KYC, FVR).
Objective: At the end of the session, the participants will be able to conduct the various
checks required while filling the Account Opening Form/ Loan Application
Form
Time: 90 minutes.
Method: Lecture, Exercise and Demonstration.
Teaching Aids: AOF/LAF form, Whiteboard and marker.
Process: Step 1: The facilitator will first greet the participants and ask what the FTR per-
centage of their respective DSCs is. The facilitator will sensitise on the import-
ance of FTR for a healthy business growth and reputation of the DSC. (10
minutes)
Step 2: The participants will also be explained about the documentation re-
quired for opening up of SB/RD/FD/Loan account. Facilitator will brief the par-
ticipants about the KYC with major focus on Field Verification Report (FVR)
and Officially Valid Documents (OVD). (20 minutes)
Step 3: Participants will first be given blank Account Opening Form (AOF)/
Loan Account Form (LAF) format to fill it up accurately. Thereafter, the
AOF/LAF will be cross checked by the participants themselves by interchanging

the forms amongst themselves. The facilitator should calculate the percentage of
NFTR done in the class by the participants. (25 minutes)
Step 4: The common errors will be identified and discussed with the parti-
cipants and a standard checklist should be prepared with the inputs given by
the participants. Special focus will be given on how to prevent those errors to
increase the FTR rate and minimize rejection level. All the major errors that gen-
erally occurs will be explained to make the process hassle free and easy. (20
minutes)
Step 5: The facilitator will then address the queries of the participants, if any.
(5minutes)
Step 6: Lastly the facilitator will give some situations and ask questions to check
how they would follow the guidelines discussed in the class.
Learning Outcome: The participants will learn to use the checklist to cross check the AOF/LAF and
prevent the common errors of rejection to increase the FTR rate.
SESSION 03: Office management: Documentation (Registers, Files,

DisplayBoards,Vouchers etc).
Objective: To be able to do correct entries in the respective registers and maintain them
properly
Time: 90 Minutes.
Method: Large Group Discussion and Lecture.

Teaching Aids: White board and marker.
Process: Step 1: The facilitator will greet the participants and ask about their well being
and feeling for the stay in the learning centre. (10 minutes)
Step 2: The facilitator will first take inputs from the participants about the vari-
ous registers, files, seals and displays maintained at the DSC branches. (25 min-
utes)
Step 3: Facilitator will then ask questions about DSC related registers and asses
the knowledge level of the participants by randomly selecting the participant
and asking the participant to explain the process to pass entries in the relevant
registers and the preservation of related vouchers. A detailed discussion will be
done to update and maintain all type of registers, files and seals to point out all
type of transactions at DSC, maintaining the files and office management as per
SOP/Manual. (35 minutes)
Step 4: The facilitator will discuss the important mandatory notices to be dis-
played at the DSCs like the Grievance Redressal Mechanism, Term Deopsit
charge etc. (10 minutes)
Step 5: Faculty will sensitise the importance of proper Register maintenance for
the prevention of any ambiguous representation of facts and figures in bank
records. (10 minutes)
Learning outcome: The participants will learn:

i) the necessary displays to be maintained in the DSC premise,
ii) to fill up and maintain all the registers, files and vouchers correctly.

Session 04: Cash & Fund Management
Objective: At the end of the session, the participants will be able to effectively plan the
Fund requirement of the DSC and follow secured Cash handling procedures.
Time: 90 Minutes.
Method: Group Discussion and Lecture
Teaching Aids: White board and marker.
Process: Step 1: The facilitator will first greet the participants and ask the participants
about the security features of a genuine bank note and the process of impound-
ing if a counterfeit note is detected. The facilitator will discuss in details the
process of impounding of counterfeit notes in DSC branches and the related an-
nexures. (25 minutes)
Step 2: The facilitator will then discuss the role of Custodian of Keys in DSC
and the process of key handover. The facilitator will explain the process of Re-
mittance and the importance of Remittance. (20 minutes)
Step 3: The facilitator will then explain the various fund plans, daily, weekly
and monthly fund plans to be done in a DSC, explain the importance of fund
planning. The facilitator will then explain the process to cross check the fund
plans. (20 minutes)

Step 4: The facilitator will ask the participants about the security measures to be
followed while doing cash handling at DSC and during remittance process. (20
minutes)
Learning Outcome: The participants will learn:

i) to implement the security measures of safe cash handling at their DSC,
ii) to identify counterfeit notes and follow the necessary process laid down in
MB Manual,
iii) to effectively plan for DSC fund requirements.
Session 05: Information technology: HHD, BCORE, IT security & tab banking
Objective: At the end of the session, the participants will be able to do error free entries in
HHD and BCORE, Tab Banking and follow the IT security guidelines.
Time: 90 Minutes
Method: Demonstration, Group Discussion, Presentation
Teaching Aids: White board and Marker.
Process: Step 1: The Facilitator will greet the participants and ask random participants
to demonstrate the process of correct entry in HHD, BCORE and tab banking.
The Facilitator will discuss the process of proper scanning in tab banking so as
to maintain FTR. (30 minutes)

Step 2: The facilitator will then explain and show the process flow of generat-
ing various reports required for business analysis. (20 minutes)
Step 3: The faculty will discuss the proper maintenance of IT Devices and all
the risks involved in handling these devices. The demonstration can be given
through presentation digitally or using board and a checklist is to be prepared
from the summary of the discussion. (10 minutes)
Step 4: The facilitator will then explain the Do's and Dont's of Information Secu-
rity. (15 minutes)
Step 5: The facilitator will ask the participants for any further queries. (5 min-
utes)
Step6: The facilitator will then pick some participants randomly and ask them
about the process of account opening in tab banking and the checkpoints to pre-
vent loss of data of a DSC. (10 minutes)
Learning Outcome: The participants will learn:
i) to do proper scanning and implement the cross checking process in tab bank-
ing,
ii) to safeguard the DSC Information System from anti-social activities.

SESSION 06: Effective Communication and Customer service.
Objective: At the end of the session, the participants will be able to follow the email and
telephonic etiquettes required for an effective business communication and
customer service.
Time: 90 Minutes.
Method: Role Play, Group Discussion, Lecture and Game.
Teaching Aids: Projector, Laptop, Marker and Whiteboard.
Process: Step 1: The facilitator will first greet the participants and then request them to
voluntarily participate in a game. The facilitator may divide the participants
into groups for the game and start the game. (20 minutes)
Step 2: After the game is over, the facilitator should discuss the observations
of the participants in audience and will explain the process of effective com-
munication and its importance in our work life. The proper format of writing
a mail will be shown via presentation/demonstration. (20 minutes)
Step 3: Two participants will be asked to voluntarily participate in a role play
to demonstrate how to conduct tele-verification with a customer. The facilitator
will ask the participants to give feedback on the role play, what additional
points should have been included while cross checking the customers over tele-
phone and what are the skills required to make it more effective. The facilitator
will also discuss the gist of tele-verification process mentioned in MB Manual to
be followed while cross checking the LAF. (15 minutes)
Step 4: The facilitator will then select two participants randomly for a role play
on Customer Service by DOE in a DSC. Connecting the role play on customer
service, the Faculty will, taking inputs from the participants will discuss Cus-

tomer Relationship Management and the process of Grievance Redressal to the
participants. (20 minutes)
Step 5: The facilitator will ask the participants for any doubts and queries they
have. (5 minutes)
Step 6: The facilitator will then ask the participants of the etiquettes to be main-
tained while email writing and the process of effective tele-verification. (10
minutes)
Learning Outcome: The participants will learn to :
i) communicate effectively for better customer service,
ii) follow proper process of conducting tele-verification to reach the objective
iii) redress customer grievances, if any.
SESSION 07: Role and Responsibilities of DOE, Ethics and Code of conduct.
Objective: At the end of the session, the participants will be able to to perform the roles
and responsibilities of a DOE in DSC operations ethically by following the
code of conduct.
Time: 90 Minutes
Method: Q & A and Lecture
Teaching Aids: Marker and Whiteboard
Process: Step 1: The facilitator will first ask the participants to explain the roles and re-
sponsibilities of a DOE in DSC operation as per the SOP/Manual communicated
from time to time. Taking a cue from the inputs of the participants, the facilita-
tor should summarize the roles and responsibilities of DOE in the whiteboard
and ensure that every body has clearly understood the points. A checklist of the
same should be prepared. (50 minutes)
Step 2: The facilitator will then ask the participants randomly about the code of
conduct that is to be followed in Bandhan bnak. The facilitator should clarify
the code of conduct expected from a DOE. (20 minutes)
Step 3: The facilitator will ask the participants for any queries. (10 minutes)
Step4: The facilitator will narrate an incident and sensitize on what harm can
happen to a DSC if a DOE does not perform the expected duties. The facilitator
will then wrap up the session.(10 minutes)
Learning Outcome: The participants learn to perform their roles and responsibilities for efficient
DSC operations and follow the ethical code of conduct in their professional ca-
reer.

ANNEXURE A: HANDOUTS
1. General instructions to learner participants
Dear Participants,
Welcome to BSDM...We wish you a comfortable stay and great learning!
Trainees are our beloved learners whom we try to teach with our best abilities, so that their skill
sets not only improve but also align with the requirement of Bandhan Bank. No-one is given spe -
cial preference due to one's experience or status in the hierarchy. Therefore, they are expected to
maintain proper decorum in the campus and also behave in a responsible manner outside the cam-
pus so as to not tarnish the image of the Bank. Any violation of decorum would be considered seri-
ously.
A. Accommodation
1. The allotted accommodation would be valid for the duration of the Programme. Partici-
pants shall not change over to any other room except with the written permission of the
appropriate authority. Participants may be required to shift to other blocks/rooms in or-
ganizational interest as and when directed by the appropriate authority.
2. Any damage to the property in their respective rooms would have to be made good by
the participants.
3. Allotment of rooms will be on random basis and also at the discretion of BSDM.

B. Cleanliness and Hygiene
1. Participants must always keep their rooms neat and tidy and maintain proper hygiene.
2. Participants must ensure not to litter the environment and help BSDM in keeping the cam-
pus clean.
3. While leaving their rooms participants must switch off all electrical equipment’s, water taps,
etc.
C. Mess Rules
BSDM believes that as individuals we have no right to waste food. Take that much of food only
which you can consume. Canteen food in BSDM is prepared hygienically. It is wholesome and bal-
ances to keep the nutrition required for body. Both vegetarian and non-vegetarian foods are pre-
pared for the participants for appropriate choice. Kindly note that BSDM cannot cater to multi-eth-
nic cuisine to have regional flavor of north-south-east-west. You are expected to enjoy the cuisine
of West Bengal during your stay in BSDM.
1. All participants would be necessarily required to dine in the dining hall. They would be ex-
pected to adhere to the laid down timings:
Breakfast: 08.00 to 08.40 AM

Lunch: 01.00 to 02.00 PM
Dinner: 08.30 to 10.00 PM
Instructions are issued not to serve any breakfast/Lunch/Dinner for the late comers.
2. As part of dining hall discipline and values of self-help, participants will be required to
wash plates, cutlery and crockery used by them and stack these in the proper place.

D. General Conduct
1. Participants should respect the Values that Bandhan represents and the empathy and care
with which it treats its people including its customers.
2. All participants would be necessarily required to attend morning walk, National anthem &
Flag Hosting.
Free hand Exercise: 06:00 to 07:00 AM

National Anthem & Flag Hosting: 08:50 AM
3. Participants should come for attending lectures in formal dress. While roaming in the resi-
dential area also participants are expected to be decently dressed and not wearing night
dress/ indecent attire.
4. Since hostel facilities are on sharing basis, each participant must respect the right of privacy
of others.
5. Participants are expected to behave politely with hostel and canteen staff.
6. Participants should always carry their identity card on person. Security personnel have been
instructed verify to compulsorily identity of participants as they go out and enter the
premises.
7. Participants are expected to be in the campus on all days before 9.30PM. Security personnel
may not allow participants to enter after that time without proper Organization.
8. Kindly note, BSDM and Bandhan Bank pay full attention to your learning outcomes and
training classes are scheduled according to the needs of the Organization. Participants are
on official duty and as such we take serious note of your absence in case participants absent
themselves for shopping or sightseeing during field visits or official training hours.
9. Complaints regarding hostel facilities may be addressed to the Course Co-ordinator.

E. Medical Facilities:
Doctor will be arranged in case of an emergency. However, if hospitalization is required, cost of
the facilities and hospitalization will have to be borne by the participant or covered according to
Mediclaim entitlements.
We wish you all the best.

1. Updated Features of Asset & Liabilities Product of BBL focusing on Micro Banking Verti-
cal
General Banking Products:

Liability Products
FEATURES OF SAVINGS A/C OF BBL.

PRODUCT TYPE SCHEMES MAB
SAVINGS SANCHAY 2000
STANDARD 5000
ADVANTAGE 25000
PREMIUM 100000
TASC NIL
GOS NIL
BSBDA NIL
BSBDA SMALL NIL
Special 5000

A. Asset Product
INTEREST RATE(%)
PRODUCT TYPE AMOUNT(Rs.) p.a TENURE(Yr) PROCESSING FEES
INSURANCE(%) AGELIMIT
SUCHANA 1000-25000 18.6552 w NA 6.47 per 1000 for 1 year18-65
SRISHTI 25001-150000 18.6552w/104 w 1% of loan amount6.47+GST
per 1000on P.forfees1 year18-65
and 13.47 per 1000 for 2 year
2399-24 week
4999/5499/6999-52 week
SOLAR (As per actual product cost) 18.7524 w/ 52 w NA NA 18-65
SURAKSHA Health – 1000 to 10000 Sanitation – 1000 to 15000 10.1152 w NA NA 18-65
SUSHIKSHA 1000 to 10000 10.1152 w NA NA 18-65
SUKH SAMRUDDHI 2000-20000 18.7524w/52w 1% of loan amountNA+GST on P. fees 18-65
Su-briddhi (Top-up loan) Principal repaid of current loan and not exceeding 150000 together wi18.th6pri552maryweeksloan 1% of loan amountNil +GST on P. fees 18-65
The checklist for NFTR is attached below for further reference.

A. Discussion on Checklist for controlling NFTR
Following are some points which should be kept in mind while filling up the SAOF of DSCs.
One is required to carefully fill the form preferably using Black/Blue Pen for clear scanned doc-
ument.
S. No. Areas to be taken care of Tick

1. All details must be filled up in Capital letters only
2. Names and other details in AOF should be same with exact spelling
as given in the KYC document
3. Signature in AOF should be same and consistent as shown in KYC
document and on the all pages of the AOF
4. Signature of the applicant should be made within the specified Box in
AOF
5. Customer should cross sign the photograph (2.5 X 3.5 cm) taking care
that the signature lines do not go over the face. Moreover the signa-
ture should be within the box.
6. The mode of operation whether Single/Either or Survivor/Jointly etc.
should be clearly ticked.
7. No overwriting and avoid use of whitener.
8. All boxes should have proper tick mark where ever applicable. The
FATCA-CRS box is to be ticked as per customer's answer.
9. Customer's full postal address should be written in the AOF includ-
ing landmark.
10. Photograph should be a recent and clear taken within 3 months.
11. Check the Field Verification Report (FVR) date, time and staff sign
and ensure employee code is mentioned.
12. Check whether 'Yes' or 'No' box is ticked for availing of nomination
facility.
13. Seal and signature of the DH along with his employee ID and date is
to be done on the provided space.
14. The occupation of the customer whether Business or Self employed
etc. is to be clearly specified .
15. Check whether Maiden name (pre-marriage name) of Mother is writ-
ten or not.
16. If communication and permanent address is same then “Do” or
“Same as above” can also be written in communication address as par
the practice of the linked bank branch.
17. Check whether Form 60 is filled, signed and attached with in case
where Pan Card is not given by the customer.
18. The OVD should be clear and self-attested.
19. Check the customer signature on Most Important Term and Condi-
tion (MITC) form.
20. Check whether the C-KYC form is properly filled at the time of filling
the Savings form and is as par the KYC documents submitted.
4. Office management: Documentation ( Registers ,Files, Display Boards, Vouchers etc).
A. Registers: There are altogether 26 registers in DSC which should be regularly updated and
entry must be done without any kind of errors. The registers maintained in DSC are:
1. Attendance cum Movement Register : DSC has to maintain a separate Attendance cum
Movement Register in which all staff hasto record their attendance/movement by signing at
the time of their entry, departure, field visit, training and going on outstation leave or any
other such official movement.
Besides, if the employees of Head Office visit DSC on some official business, they are also re-

quired to record their movement in this register giving reasons for going out of the office and
after return the actual time will have to be recorded accordingly.
2. Group Collection Register: In the Group Collection Register, deposit and withdrawal entry
will be made mandatorily against the member’s name of the group. This register should be
carried by each DBO to the group meeting.
3. Deposit cum Withdrawal Register: For any withdrawal by a customer at field entry should
be positively made in this register for amount withdrawn and against this amount customer
signature should positively be obtained. But for any deposit made at field another entry in
deposit cum withdrawal register is not required, since entry is made in group collection reg-
ister.
However at DSC office,entriesshould be made by DOE in deposit cum withdrawal register for
both deposit and withdrawal by customer and signature of customer should be positively ob-
tained against the amount deposited and withdrawn.
4. Group Resolution Register: Every group will have one group resolution register where the
following details will be entered during group meeting
 Attendance of all members of the group
 Points discussed in the group meeting and resolution taken by group
 Signature of employee who has collected the installment
 Denomination of net cash collected from group
 Signature of group committee members
 Loan application received and subsequent entry for disbursal on later date
1. Cash denomination register: After DBOs return to DSC Office from the field he/she delivers
his/her cash at hand (cash collected less withdrawal at field) to DOE after making entry in

this register denomination-wise against acknowledgement of DOE.
2. Cash book: DSC Operation Executive (DOE) has to maintain this register for all cash re-
ceived and paid at DSC by him/her by way of deposit and payment of cash for withdrawal
and income & expenditure items.
He/she should also make entry for net cash received from each DBO in this register and also ar-
rive at the closing cash and tally this figure by physically counting the closing cash.
3. Cash Balance register: At the end of the day the closing cash should be physically counted
denomination-wise and tallying with the closing cash. These details should be details in the
cash balance register.
4. Vault register: Denomination-wise details should be written in the vault register for the
cash lying inside the vault. Each time cash is deposited or withdrawn entries should be
made in the vault register.
5. Cash remittance register: For cash remitted from DSC to Linked Bank Branch or cash with-
drawn from Linked Bank Branch for DSC, entry should be made in Cash Remittance Regis-
ter.
6. Key movement Register: The key custodians for vault keys should sign in this key move-
ment register and take the keys in his/her custody as per bank laid out procedure. Whenever
key is handed over to other officials, the deliverer of keys should positively make an entry
with signature in key movement register and the recipient will also sign in this register.
7. Deliverable register: Every DSC will have certain items which are received by the DSC
from H.O/Linked Bank Branch for delivering to the customers like Debit Card, PIN Mailer,
FD certificates etc. On receipt of such items detailed entry should be made in deliverable
register and when the item is delivered to the customer the date of delivery and signature of
the customer must be obtained in this register.

8. Service request register: Every DSC has to maintain a service request register, for entering
all requests received from customers regarding Account closure, upgrading of account,
change of address, mobile number, re-issue of debit card/PIN, change of Nominee, Stop
payment of Cheque, Activation of SMS Alert, request for FD/RD/DD/Banker Cheque, and
request for RTGS/NEFT etc.
After execution of the customer’s request entry should be made in proper column in the same
register and delivery date of the instrument (if any) to be mentioned.
9. Expenditure register: All expenses incurred in DSC should be entered in this register and
DSC Manager will approve this under his/her discretion or under permission obtained from
competent authority before the bill goes to the DOE for cash payment.
10. DH group visit register: Every day DSC Manager will enter details of his/her visit of each
group for that day with his/her observations and mention the action taken.
11. Account opening register: Account opening entry related -All account opening forms re-
ceived from the customers (AOF) to be first entered in account opening register and then the
AOF should be sent to the linked branch for onward submission to CPU for account open-
ing. Linked branch official will initial this register as acknowledgment of having received
the AOFs. Once the account is activated by CPU and linked bank branch advises the same to
DSC an entry should be made against the AOF with the word “ACTIVATED” and DSC
Manager will initial with date.
For NFTR, entry should be made in account opening register with the date of return and should
file the papers/documents in “Rejected Account Opening Form File”.
12. Staff information register: Detailed information of every staff member of the DSC covering
the following points should be entered in this register and this information should be up-
dated as and when there are changes.

 Personal information: Name, Address, Contact Number of staff and Family members,
etc.
 Security balance
 Leave records
1. Group Location register: The route map including geographical details of the location of
every group of a DSC should be entered in this register.
2. Visitor’s register: Important public officials/Govt. officials/locally important person whoso-
ever visits the DSC should be requested to give their feedback in this register under his/her
signature.
3. Register for negative customer’s list: Details of all black listed customers should be entered
in this register so that no loan could be granted in the future.
4. Death case register: This register will be maintained in two parts. One for recording death
details and another for the record of receiving the cheque from the H.O after settlement.
Part –A
 After receiving information of death of borrowers/2nd coverage of borrower for insur-
ance of loan, following details should be entered:
 Name of borrower and CIF No
 Loan ID and Loan Amount
 Group Name
 Disbursement and date of death
 Death registration date
 Date of sending Claim paper to H.O

 Settlement date
 Other details as required
Part –B
Once the DH receives the cheque of the claimant, he/she has to record the details of cheque in
this register. He/she has to also take acknowledgement from the nominee during delivery of the
cheque.
1. Stock Register: Every DSC has to positively maintain a stock register for the record of as-
sets/Furniture/IT gadgets/Printing material etc.
2. Monitoring register: All officials like Area Manager (AM), Divisional Manager (DM), Asso-
ciate Territory Manager (ATM), Territory Manger (TM), Deputy Head, Head MB, etc.
should enter their observations in this monitoring activity of the DSC. Based on such obser-
vation, if any action has been taken, then the same should also be recorded along with and
the instruction left with DSC Manager for further monitoring/recovery/rectification should
also be record.
3. Overdue register: Every DSC has to maintain Overdue Register, where details of the all
overdue customers need to be maintained. During the visit of senior officials it needs to be
checked and follow up to be made on the basis of this record of overdue customers men-
tioned in Overdue Register.
4. Complaint Register: On receipt of the customer complain the same should be entered in the
register and the action take should also be recorded. If the complaint is escalated to the
higher up (AM, DM, H.O) it should also be recorded in this register.
5. Rule register: Whenever any officials like AM/DM/TM/HO/ DSC Manager conducts a
meeting with his/her subordinates, the minutes of the meeting are recorded in this register
with action taken on minutes of previous meeting and if any fresh decision is taken in this
meeting.
6. Biometric Recapturing Register: Biometric Recapturing Register has to be necessarily
maintained to record the cases of recapturing of impressions of customers for genuine rea-
sons and the details of H.O permission obtained for this purpose, has also to be entered
there.
B. Files maintained at DSC: There are altogether 21 files in DSC.
1. Office file: All-important non-financial correspondence from competent authority/Bank
officials should be kept in this file.
2. Death case paper file: All the death case documents are preserved here for on insurance
claims.
3. Overdue file: Every week printout of overdue accounts of customers has to be taken out
and kept in this file for further follow-up. From this list DBOs and DSC Manager should
note down the details of overdue borrowers in their dairies for close follow-up and
recovery. Supervisory officers should check this during monitoring.
4. Expenditure file: All the vouchers relating to the expenditures incurred are to be preserved
in this file month wise for future reference.
5. Call log file: Every month the call log of DOE received from his/her Telecom Company has
to be kept in this file for verification by supervising officials, to check whether DOE has
made the Tele-verification calls to borrowers before disbursement.
6. Circular file: All the circulars are to be printed and preserved in this file for future
references.

7. Leave file: All the applications for leave is to be preserved here.
8. Office premises file: Copy of rent agreement, landlord’s account details of Bandhan Bank,
KYC documents including PAN and AADHAR, any other correspondence from
landlord/H.O related to premises, need to be preserved in this file.
9. Challan file: Challan related to supply of furniture/IT Gadgets/Printing material/etc. should
be kept in this file.
10. Fund plan file: Copy of monthly fund plan submitted to DM through AM should be kept in
this file.
11. Field visit report for verification of securities (end use) file: After disbursement, DBOs
DSC Manager should verify the securities procured with the loan amount by onsite
verification. This verification report should be preserved in this file.
12. Sample format file: Sample copy of formats for various forms, documents, reporting format
etc. need to be kept in this file for reference.
13. Rejected account opening form file: For those accounts opening forms which are rejected
by CPU and received by DSC through linked bank branch should be preserved in this file.
Additionally if any application is rejected at DSC level it-self even before sending to linked
bank branch should also be kept in this file.
14. Approved loan form file: All approved loan forms should be kept in this file before
disbursal and the file should be kept under the secured custody of DSC Manager. Under no
circumstances this file should be accessible to anyone in the DSC.
15. Rejected loan form file: For those accounts opening forms which are rejected by CPU and
received by DSC through linked bank branch should be preserved in this file. Additionally
if any application is rejected at DSC level it-self even before sending to linked bank branch
should also be kept in this file.

16. Staff joining, transfer and release order, VAS and resignation file: All approved loan
forms should be kept in this file before disbursal and the file should be kept under the se-
cured custody of DH. Under no circumstances this file should be accessible to anyone in the
DSC.
17. Staff personal file: Following documents should be kept in this file, under the custody of
respective immediate supervisor. For DSC all personal files will be kept in the locker of the
Almirah under the custody of DH.
 Application for job on which HR has put his/her sign by writing “Selected”
 Appointment letter cum contract letter
 Joining letter
 Receipt of security money
 All educational documents
 KYC of employee including PAN and Aadhar
 Staff verification
 Guarantee bond
 Photographs of staff
 ID creation sheet
 Appraisal sheet in case of promotion
 Release order if any
 Show cause/warning letter/or any disciplinary action if any
 VAS letter if any
 Rejoining letter
 Any other letter related to the employee
 Resignation letter and final payment sheet (once the employee resigned copy of

the same need to be kept in file and file would be closed)
Transfer of staff from one location to another location: at the time of transfer of staff he/she will
be given a release order based on the transfer order received by the staff from H.R for joining
another office. Along with this release order, immediate supervisor has to issue a letter for the
destination office certifying that the important documents as mentioned above are available in
the personal file. The staff member will join at transferred location and produce the release or-
der, transfer order along with the above certificates. The releasing office will send the personal
file to destination office, (if outside cluster) by courier through DM. However within the cluster
DM will arrange delivery of personal file.
Under any circumstances Personal file should not be handed over to staff transferred.
1. Loan disbursement sheet file: Print out of the disbursement sheet should be taken out on
daily basis and kept in this file.
2. Group-wise collection sheet file: Print out of the group-wise collection sheet should be
taken out on daily basis and kept in this file.
3. Remittance slip file: Whenever cash is remitted or brought from the linked bank branch the
said documents (pay-in-slip and remittance slip) need to be preserved in this file.
4. Audit report file: Audit report and audit compliance report need to be preserved in this file.
C. Seal/stamp used at DSC
The standard seal/stamp to be used at DSC as follows:
 Cash paid.

 Cash received.
 Original Seen and Verified (OSV).
 DSC Stamp.
 Credit Bureau Checked.
 Tele verification done (TVD).
 Group Name and Code.
 Counterfeit Bank Note Impounded
D. Vouchers
It is the responsibility of DOE to maintain all the bill vouchers for the expenses incurred during
the year. The process can be well defined as following:
 If any expenses are incurred in DSC, DOE has to keep a record of it.
 He should not release any fund without proper bill.
 The bill should be stamped by DOE with office stamp, paid seal, DOE's signature and
DSC Manager sign.
 After completing all the formalities he should preserve the vouchers in the file.
 At the end of every month he should arrange all the vouchers chronologically and
should put annexure 1 at the top and preserve it by binding it month wise

Displays at DSC
List of Information / Notices to be Displayed at DSCs
Note: DSCs in Hindi speaking states should display the notices in English and Hindi (bi-lin-
gual) and DSCs in other states should display in the regional language of the state along with
English and Hindi (tri-lingual) version.
I. Comprehensive Notice Board

I.1 Comprehensive Notice Board
II. License
II. 1 Bank License (Copy)
II. 2 Membership Certificate issued by BCSBI (Copy)
II. 3 Shops & Establishment Registration (if applicable)
(Copy)
II. 4 Trade License (if applicable) (Copy)
II. 5 Signage License (if applicable) (Copy)
III. Customer Service Information
III. 1 Key interest rates on deposits
III. 2 Time norms for business transactions
III. 3 Exchange of soiled notes and mutilated notes
III. 4 Acceptance/exchange of coins of all denominations
III. 5 Exchange of all old series of Bank notes issued prior
to 2005
III. 6 Bank’s Base Rate / MCLR
III. 7 Design and security features of all the bank notes
III. 8 Name of the Bank/ DSC/Branch, Weekly Holiday,
Weekly Branch Non-Banking Day, Branch Working
Hours
III. 9 DICGC –Depositor’s Protection Poster
III. 10 Notice on Clean Note Policy & Count your note
before leaving the Branch
III. 11 Know Your Customer–KYC
IV. Service Charges
IV. 1 Schedule of Service Charges –Savings/ Current
accounts, Loan related charges etc.
V. Statutory and Other Notices
Priority to Senior Citizen and Disabled persons

V. 4 Caution about frauds

V. 5 Phishing E-mails –Customer Awareness
V. 6 Cheque Collection Policy
V. 7 Grievance Redressal Policy and Mechanism
V. 8 Policy on Collection of Dues and Repossession
of Security
V. 9 Compensation Policy
V. 10 Fair Practice Code
V. 11 Deposit Policy
V. 12 Bank’s Customer Privacy policy
V. 13 BCSBI –Code of Bank’s Commitment To
Customers
V. 14 Code of Bank’s Commitment To Micro and
Small Enterprises
V.15 Ban on Smoking
V. 16 Banking Ombudsman Scheme, 2006
VI. Labour Laws
VI. 1 Abstract under the Minimum Wages Act, 1948
and Respective states Rules
VI. 2 Abstract under the Payment of Gratuity Act,
1972 and Payment of Gratuity Rules, 1972 in
FORM-U
VI. 3 Notice Under Rule 4 (i)Of Payment of Gratuity
Act., 1972 authorizing Branch Manager to
receive the same
VI. 4 Form A-Notice of Opening {See sub-rule (1) of
rule 3}
VI. 5 Abstract under the Maternity Benefit Act ( as
and where female staff are working)
VI.6 Notice of Weekly Offin Form-G & H ( as

& where it is applicable)
VI.7 Sexual Harassment of Women at Work
Places Act 2013 details of committee and
its member name etc
VII. Grievance Redressal
VII. 1 Grievance Redressal Mechanism
VIII. Emergency Contact Numbers

Every DSC has to display a notice board prominently inside the DSC premises (Customer ac-
cess area) giving details of group handled by DBOs, group location, area map etc. Please note
that notice on Sexual Harassment should not be put in public area but in place where only staff
can see.
5. CASH & FUND MANAGEMENT
 Fund Plan
 Cash Related Entries in BCORE/Registers
 Remittance
 Vault and Key Maintenance
 Process and procedures of impounding of notes
A. Fund Plan
Funds management is the overseeing and handling of a financial institution's cash flow. The
fund manager ensures that the maturity schedules of the deposits coincide with the demand for
loans. To do this, the manager looks at both the liabilities and the assets that influence the
bank's ability to issue credit.
Importance of Fund plan :
 Effective/optimum use of cash/fund.
 Better customer service as Customers need and demand for loan will be fulfilled timely.
 Smooth functioning of DSC operation. (No stoppage due to deficit in fund).
 Risk minimization

 Helps in Target achievement
 Business Portfolio increment.
 Profit of the organization increases
 Organization expands rapidly
 Employment also increases
 Organization reputation and brand value also increases.
DOE and DSC Manager will check the daily fund plan of all the DBOs and finalise estimated
cash requirement with the linked branch by mail. Special emphasis should be given on the daily
and weekly fund planning.
Estimated fund requirement = Opening Cash Balance + Total Realizable installment – Estimated
withdrawal.
Some Parameters to be kept in mind while preparing Fund plan:

 No. of Disbursement. – Depending upon festival, season (agricultural) etc.
 Loan Collection from group
 Estimated amount to be withdrawn and deposited
 Cash in hand
Process and procedures of impounding of notes:
The following instructions need to be followed by DSC’s
1. Banknotes tendered over the counter should be examined for authenticity through ma-
chines (UV lamps etc.) as well as manually.
2. The banknotes categorized as suspect during machine processing shall be subjected to
manual verification for checking their authenticity.

3. Each banknote, determined to be counterfeit one should be stamped as ‘COUNTERFEIT NOTE’
and impounded. For this purpose, a stamp with a uniform size of 5cm X 5 cm with the following
inscription is to be used.

COUNTERFEIT BANKNOTE IMPOUNDED
BANK:
DSC:
SIGNATURE:
DATE:
This stamp is already available in bank branches. DSCs can procure this stamp locally.
4. Each impounded note shall be recorded under authentication in a separate register.
5. In no case, the counterfeit notes shall be returned to the tenderer to avoid recirculation or
destroyed by the branches/treasury. Failure of the branches to impound counterfeit notes
detected at their end shall be construed as willful involvement of the banking in
circulating counterfeit notes and RBI shall impose penalty for violation of Directive No.
315809.39.00(Policy)/2009-10 dated November 19, 2009 issued by the RBI.
6. No credit to customer’s account is to be given for counterfeit notes, if any, detected in the
tender received over the counter.
Issue of Receipt to tenderer:

1. When a banknote tendered at the counter of DSC is found to be counterfeit, an
acknowledgement receipt in the prescribed format (Annexure 1) must be issued to
the tenderer, after stamping the note as detailed above. The receipt in running serial
numbers, should be authenticated by the DOE and the tenderer. The receipt to be
issued even in cases when the tenderer is unwilling to countersign it.
2. Notice to this effect (Annexure 2) should be prominently displayed in the DSCs.

3. DSCs must be very diligent in verifying the bank notes as RBI directives stipulate the
levy of hefty penalty if counterfeit notes are detected in bank’s soiled note
remittances.
Reporting incidence of detection of counterfeit note to link branch:

• A counterfeit note detected in the cash received by the DSCs, shall be impounded. There-
after, the DSC will report in the given format (Annexure 3) each instance of counterfeit
note detection to their respective link branch on the date of detection itself. They will en-
sure that the impounded note(s) are delivered to the link branch on the same day or by
latest by the next day
• To facilitate detection of counterfeit notes, the design and security features of all the bank
notes are given in Annexure 13. The branches should also take a printout of Annexure 13
and display it on the Notice Board for information of the customers.

Cash Related Entries in BCORE and Registers:
a) Vault register: - Whenever there is a deposit or withdrawal from the vault from BOD to
EOD, we need to write the same in the vault register without any overwriting or
mistakes. If there is a mistake made then the two custodian will have to sign by cutting
that with a single strike.
b) Cash balance register: - At the end of the day the DOE must write the today cash
balance at the cash balance register after tallying the physical cash and the balance in the
system. For Entry in BCORE, Go to Micro fin ance Accounts DSC Cash GL
click Submit.
c) Cash book: - Both receipt and payment of the day has to be recorded in this register.
Entry in BCORE: Go to Micro finance Accounts Daily transaction
Income/payment.
d) Cash denomination register: - Once the DBO returns from the field he/she must count
the entire cash collected from the field and arrange it according to denomination and
write the details in the register and hand over to DOE. DOE will do the receiving
signature.
e) Cash Remittance register: - While remitting the cash to the linked Bank branch the DBO
must write the entire denomination in the cash denomination register before moving out
from the DSC including the vehicle to be used, number of staffs accompanying, vehicle
number, date and time of remittance etc.
Cash Remittance Process:
The process of transferring cash in case of excess or shortage from linked Bank Branch is called
as Remittance. After checking the DSC Cash GL and the fund plan, the excess or shortage is
48derived and accordingly the remittance is done. Some security
REFRESHER COURSE
measures before FOR DOE the
remitting
6. INFORMATION TECHNOLOGY
Definition: Information technology (IT) is the application of computers to store, retrieve,
transmit and manipulate data, or information, often in the context of a business or other
enterprise.
Advantages of IT:
• Time saving
• Less storage space and easily transferable from one place to another.
• Less cost to organization.
• Error free work
• Easy accounting process
• Fast communication process.
• Easy accessible to business data and information for business analysis and evaluation.
• Better customer service.
Components of IT in a DSC:
• Desktop
• Hand Held Device (HHD) or Point of Sale (POS)
• Tab Banking
• B-CORE (Bandhan Centralised Online Realtime Environment)
• BLBP (Branchless Banking Platform)
• Printer.
Operating Process of HHD:

After logging in with employee id and biometric, the main menu consists of :
i. National Pension System: This option is used for NPS collection and report checking.
ii. Micro ATM: Basically this option is used by DOE for deposit, withdrawal and balance
enquiry. There are two options Cardless and card. Cardless option is used for customers
without debit card wherein the customer’s CIF number is used. Card option is used for
customers having debit card.
iii. Repayment: This option is used specifically for collection of loan installment. If the cus-
tomer has ATM card, card repayment option is to be used and for those customers with-
out ATM card, repayment option is used.
iv. Report Menu: This option is used for generating reports of micro-ATM and flexi de-
posits.
Operating Process of B-Core:
i. To “login to” in DSC Application, user has to enter User Id & Password and then click on
"Submit"
ii. After successful “login to” of DSC Application you will see “all the menu options” as be-
low
iii. After “log into”of DSC Application, user can search any customer details which are
linked to respective DSC. To search any Customer, user hasto click on "Customer Search"
.
iv. Account/Card Search: In this option, user can search customer details by Account no or
by Debit Card Number.
v. Change Password: In DSC Application user is ableto change hispassword from "Change
Password" option and set the new password. New Password will be minimum of 8 char-
actersout of which at least one Capital letter, One Small letter and one Special character
and one Number has to be there.
vi. Group Creation: To create a new group in DSC Application, user has to click on "Group
Creation" option under "Group" tab, and then fill up all the information on that window
just like Group Name, Credit office, Collection Day etc. and user has to click on
“Submit”.
vii. Group Modification: In this option user can change the group information which was

entered earlier. For this user has to click on “Group Modification" option under “Group"
tab. After modification of any information of the group like collection day etc., click on
"Submit".
ii. Group Inquiry: In this option user can see the customer details of a group. User has to
first select the group id in "Group Inquiry" option under "Group" tab and then click on
submit. Application will show the details like below.
iii. Loan Creation with Group: By using this option DSC User can disburse the loan of a
group customer. At first user has to click on "Loan Creation with Group" option under
“Loan" tab. Then the user must fill up the entire field displayed in application about the
customer like Customer details, Loan amount, Sector and Sub sector, Scheme, 2nd cover-
age name and age etc. Then click on "Calculate Fee" tab to calculate the insurance and
processing fee automatically. Finally click on Submit.
iv. Loan Creation Individual: By using this option user can disburse the loan forIndividual
customer by filling up all the mandatory fields in DSC Application.
v. Loan Closure: To close loan account of customer, user has to click on "Loan Closure" op-
tion under "Loan" tab. Then Select the Customer and Loan account and click on Submit.
vi. Death Registration: To register the death information of a customer user has to go
through the option: Insurance>Death Registration> Register Death. Fill up the informa-
tion field and click on Submit.
vii. Received Document: When a customer submits the paper for settlement, user has to
submit this option in DSC Application under Insurance>Death Registration>Received.
viii. Sent to HO: By this option user can send the death information of a customer to

Head Office. User has to go through the option: Insurance>Death Registration>Sent to
HO. After filling up all information, if the user has to clicks on "Submit" to send all the
information to HO.
ix. HO Inquiry: Using this option user can see the status of death member registration.
Please see the screen-shot for details.
x. Staff Transaction: This is the option for entering security deposit and refund of staff.
Click on 'Staff Transaction" tab, select the staff by searching employee id, select the trans-
action typeand put the amount and Submit.
xi. Daily Transaction: This option is used for entering all the daily income & expense of
DSC in the application. It has two options a) Income b) Expense. To give entry of such
expense, click on Account>Daily Transaction> Select the transaction type>select the
transaction GL>put the amount> Click on Submit. See the screen-shots for details.
xii. GL History: GL History is an option to viewhistory of a particular GL. To view a GL his-

tory, click on Accounts>GL History>Type the date for which to see the history > put the
GL No>Click on Search>Select the GL and click on Submit.
xiii. DSC Cash GL: In this option user can see the CO-wise transaction amount
(Debit/Credit) and opening DSC Cash balance details.
xiv. Bank transaction of IOGL Transaction: This option is used to enter IOGL related
transaction. To do this entry, user has to click on Accounts>MF Transaction> IOGL
Transaction> Put the information (GL No, amount, Reference No)>Click on Submit.
xv. Authorization Checker Queue: Through this optionchecker will see all transactions ref-
erence number which was entered by maker. After authorization of entry’s reference ID,

the transaction will hit the respective GLof DSC Application. To do this, click on Autho-
rization checker queue>Select the particular transaction type>authorize it
xvi. CO GL Fund Transfer: This is an option to transfer the CO GL amount of a partic-

ular Credit office. After verifying the amount user can transfer the amount into DSC
Cash GL. Click on CO GL Fund Transfer>Select the particular GL > Click on transfer.
xvii. CO Transfer: In this option user is able to transfer CO GL to DSC Cash GL and
DSC Cash GL to CO GL.
xviii. Passbook Printing: Passbook of DSC Customerscan be printed from this option.
To do this, click on Passbook>Select account no>Select print option > Click on Submit.
Print options:
a) Passbook Cover page: To print the cover page of passbook.
b) Update Passbook: To print update transaction of account in Passbook.
c) Print All Transaction: To print all transaction/transaction from & to date of account.
d) Duplicate Passbook: To print a duplicate passbook.
xix. DSC Cash Balance Tally (EOD Process): After posting day-wise entries by the
user,if thereis no balancelying on CO GL, user must tallythe DSC Cash GL & Total GL
Amount with physical cash. If itmatches, user has to submit EOD. After EOD complete,
user can't do any posting in DSC Application. To tally DSC Cash Balance, Click on Ac-
counts > DSC Cash GL > Check the DSC Cash with Physical Cash > Put the Physical cash
value in "Total Physical Cash" Column > Click on Submit.

FIS Profile –DSC Reporting Application
1. To “login to” DSC Reporting Application, click on it & enter username and password
and Click on Submit.
2. After Successful login user will see the DSC Reporting Application.
User can able to see DSC related report after clicking on particular reporting tab. Types of Re-
port:
1. NPS Monthly Collection
2. NPS Collection Report
3. Collection Report Group Wise
4. Loan Collection Report Product Wise
5. Credit Officer Top sheet
6. Customer wise Overdue Report
7. Current Balance Report
8. Disbursement Report
9. DSC Cash GL
10. HHD/DSC Collection
11. Loan Collection Report
12. Savings/withdrawal Report
13. Customer Group wise Top Sheet Report
14. MB SEL Disbursement Report
Tab Banking 'Re Kyc with Aadhaar' User Manual

=======================================================================
Connect Morpho Bio-metric device using OTG cable with TAB.
Click 'OK' on 'Morpho SCL RDService'.
Enter DSC application 'User Id' and 'Password', and click 'LOGIN'.
Click 'RE-KYC'
Click 'Re KYC with Aadhaar'
Enter Customer CIF number and click 'SEARCH' button.
Check Customer Surname and click here.
Enter customer 12 digit Aadhaar number and click 'NEXT' button
Put customer finger in Morpho Bio-metric device.

After successful authentication from aadhaar server, customer details will display.
Check all the fields, If customer doesn't have 'PAN no', select 'FORM 60'. Click on 'CON-
TINUE'.
Select type of 'Residence, click CONTINUE'.
Select additional details from drop-down and click 'CONTINUE'.
Click 'Re-Scan' in Application Form and capture image of re-kyc form.
Click 'Re-Scan' in 'Photo & Signature' and capture only signature from rekyc form.
Click 'SAVE' and 'CONTINUE'.
Check all the customer fields before final submit. Click SUBMIT.
After successfully submitted one Work Item ID will generated.

All successfully submitted forms will display in 'APPLICATION STATUS'.
All offline forms will display in 'OFFLINE FORMS'.
Customer on boarding process through tab banking:

Some Common IT related issues coming from DSC end and their solutions:
Type Of Issue – DSC Root Cause Solution

KYC Next Date/KYC Last date is updated Need to be nullify by Modification
in personal tab and also has expired Team
Saving account is mark hold for Insurance Need to be contact with Insurance De-
Settlement partment
Saving Account is mark Loan over Due Need to be contact with MB operation
hold / MF Holiday Collection Hold department as hold type/ Code
Saving Account having restriction for 018- Need to be contact with Modification
KYC / 99 restriction Team
Customer Loan EMI not de-
ducted from saving account Need to be contact with link BB and
Saving Account Product Code- 521-SB
Modification Team for change the
BSBDA Saving Account product code
Customer having two CIF Ids and has

Need to be link Saving Account by
merged the same, now saving account not
modification team
link in customer personal tab
If the mentioned customer saving ac-

count sufficient balance has not avail-
Error code showing 07
able or if the account is mark as hold
then mentioned error will be reflected.
Customer Group ID or DSC ID trans-

Customer not found in loan Customer present DSC ID/ Group ID is
ferred either bank user id or as per bank
originate DSC ID/Group ID link with different DSC / Group
request mail and provided data
Need to be contact with IT Support

CB number expired
Team
Customer having two existing CIF and

CIF ID is not exist already marged these two CIF by modi-
fication team
Need to be disburse loan for maximum

7. EFFECTIVE COMMUNICATION:
 Telephonic and mail Etiquette,

 Process of TVD (Tele-verification done)
 Customer Service
 Grievance Redressal Process at DSC level
A. Telephonic etiquette
Telephone Etiquette. Telephone etiquette means being respectful to the person you are talking
with, showing consideration for the other person's limitations, allowing that person time to
speak, communicating clearly and much, much more. Your voice must create a pleasant visual
impression over the telephone.
Some of the points to be kept in mind while calling the senior officials or sub-ordinates. They
are:
 Greeting and always identify yourself at the beginning of all calls.
 Be sensitive to the tone of your voice.
 Plan what you want to say before placing a call
 Do not allow interruptions to occur during conversations.
 Speak clearly and slowly especially when leaving messages
 Know your timeline and keep it short
 Keep your cell phone off when entering a meeting, training class or other place
 Never call any person at odd hours
TVD (Tele verification)
TVD is done to ensure project & END use of pre disbursement loan & also post disburse -
ment loan.
Once the DSC Manager approves completed loan applications at least one day before the
suggested date of disbursement, then DOE will make 100% enquiry over telephone with
the proposed borrowers for to verify loan the details furnished in the loan applications. .
DOE has to put TVD (Tele verification done) stamp on the Loan form as a proof of
making Tele verification. Then DOE will decide which day finally the loan has to be
disbursed and accordingly he/she will inform the borrower to come to the DSC on a
particular date to complete loan documentations and getting loan disbursed. This date of
disbursal should have a gap of at least 07 days from the date of full repayment of the
earlier loan. DOE should particularly verify that the details furnished in the loan
application are same as those mentioned in KYC documents.
Process of TVD:
 Greeting with self- introduction, including organization name, your name and designa-
tion.
 Make cross verification with customer name, age, spouse name with group name & ad-
dress. Dont mention her name directly instead use techniques wherein customer will
herself clarify and confirm her name.
 Ask her the amount of loan (Pre loan / post loan) and the project details.
 Which KYC document she has submitted
 Whether customer has visited office for Biometric capture of her fingers’ impressions.
 Ask about DSC Manager & DBO project visit.
 Give Instruction about Disbursement time & Documents.
 Whether DBO is reaching groups in time or not
A. Mail Etiquette
Email etiquette refers to the principles of behavior that one should use when writing or answer-
ing email messages. It is also known as the code of conduct for email communication. Email eti-
quette depends upon to whom we are writing- Friends & Relatives, Partners, Customers, Supe-
rior or Subordinates.
Basic rules of Email communication

 proper subject line which should specific and brief
 Start with a salutations or greetings
 introduction (if Necessary)
 Be considerate and request (Do not order or make demands)
 thank you/closing remark
 signature or Your Name with contact details.
A. Customer Service
Customer satisfaction and delight comes only after good customer relationship and services
provided. How do you build customer relationships? Here are three essential tactics:
 Build your network , it's your sales lifeline. Take referrals from your existing borrowers.
Meet them not just to open their accounts but also to make them your future advocate.
 Communication is a contact sport, so do it early and regularly.
 Reward loyal customers, and they'll reward you. Help them whenever they need help.
Loyal customers are your best salespeople.
i. Customer satisfaction
Customer satisfaction is a term that measures how products or services supplied by a company
meet or surpass a customer's expectation. Customer satisfaction is important because it pro-
vides marketers and business owners with a metric that they can use to manage and improve
their businesses.
ii. Customer retention
Customer retention rate is how well a company keeps its paying customers over a period of
time. A low retention rate is similar to filling a bucket with holes in the bottom — sure, you
could keep piling on to make up for it, or you could figure out what caused the holes and how
you can patch them up. Retaining customers costs less than acquiring them, and both add to

your company’s bottom line; revenue doesn’t care where it comes from, earned or saved.
 Don’t just sell, educate
 Explain your product’s latest beneficial feature added in a dramatic manner. Delight
them as much as possible.
 Cross sell. Ring fence them with your product. If there is a loan customer having savings
account, convince her to go for RD, Atal Pension Yojana scheme etc.
Some the following points for a better customer service to be kept in mind:
 Ensure that service to customers is made available without delay.
 Customers entering the premises before closure of business hours shall be attended and
no counter shall remain unattended during business hours.
 Complaints / suggestions received by Bandhan Bank from the customers shall be duly
recorded as hitherto for monitoring of redressal / implementation.
 Prevalent schedule of charges and rates of interest etc. shall be displayed of Bandhan
Bank
 The Bank shall display a board in the DSC premises giving the details of approximate
time for completion of the transaction in respect of different services offered by the
Bandhan Bank.
 The Bank shall put in best effort to raise customers’ awareness both in respect to rights
and responsibilities about various schemes and services offered by explaining the for-
malities, procedures, legal requirements and limitations.
 Complaint register and complaint/suggestion box should be made available at the prom-
inent places in the DSC and complaint / suggestions received shall be disposed as per
Bank’s guideline. The key of the complaint/suggestion box should be kept with DOE.

 The following transactions shall be undertaken during the business hours:
- Updating of pass books
- Delivery of Welcome kit, Debit card, and any other deliverables;
- Processing the request for cash deposit in the designated account of the customer
(subject to the customers’ eligibility to avail such service at DSC.
- Processing the request for cash withdrawal from the designated account of the
customer (subject to the customers’ eligibility to avail such service at DSC)
- The business hours of the DSC shall be notified prominently for information of
the Customers in terms of RBI Master circular RBI/2014-15/72 dated 01.07.2014 on
Customer Service in bank.
 Customers shall be made aware about submission of pass books periodically for updat-
ing.
 The Banking Ombudsman Scheme, 2006 containing provisions of the Scheme as well as
contact details of all the Banking Ombudsman Offices shall remain displayed in DSC
branches.
 Copies of the Code of Bank’s Commitment to Customers/Fair Practice Code shall be
available in the DSC for distribution amongst the customers.
A. Grievance Redressal Process:
The DSC Manager is responsible for the resolution of complaints / grievances in respect of cus-
tomer service in the DSC. If the DSC Manager feels that he / she is not in a position to resolve

the complaint he / she shall seek the guidance of Divisional Manager. Also, if the customer is
not satisfied with the resolution provided, he /she may approach the Divisional Manager for
appropriate resolution.
The Divisional Manager may further escalate to Territory Manager for resolution as deemed
necessary. Similarly, the customer may approach the Territory Manager if they are not satisfied
with the resolution provided by the Divisional Manager.
The next level of escalation shall be the Functional Head of Banking Operation & Customer Ser -
vice for redressal.
The Officials at Circle office shall visit the DSCs on regular basis and review the aspects of cus -
tomer’s service, branch atmosphere, and also resolve the complaints / suggestions of customers
by bringing the same to the notice of Head office.
BOCS- Banking Operation and Customer Service
Customers can also contact H.O directly through helpline 03366333333, 1800-258-8181 (toll free).
They can also contact through mail at getintouch@bandhanbank.com, customercare@band-
hanbank.com
The policy for disposal of complaints within the timeframe of Bank shall be as under:
 Complaints received by the Bank shall be acknowledged immediately.
 Complaints received from Ministry of Finance (MOF)/ RBI/ Other VIPs shall be disposed
of within 1 (one) week.
 Complaints received directly from customers / public shall be redressed within 3 (three)

weeks.
 Complaints arising out of misbehavior shall be dealt with sternly and shall be disposed of
within a period of 7 (seven) days.
Process of lodge of complaint through application:

The Complaints Management Application denoted as 'CRM' is also built on the bERP platform. It has
now been decided to introduce the 'CRM' at our DSCs to ensure that all complains are captured in the
software.
1. The main features of the said module are as below:
a) The categories & sub-categories of complaints are provided in the module basis study of complaints
received at DSCs.
b) Escalation matrix: The complaint resolution timeline incorporated in the module is as per the Board
approved Customer Service Framework of the Bank and an email alert with the details of the pending
complaint would be raised to the next level, if the same is not resolved within the laid down timelines.
The escalation matrix is as below:
c) Type of users: The concept of 'Maker' and 'Checker' is enabled on the CRM module.
Userswho are provided access to the module would be able to enter the complaints received
at their end and the same would have to be verified by the 'Checker'.
 DSC users -DBO will be provided the 'Maker' access and DSC Head and the DOE will
be provided' Checker' powers in the module.
 Divisional Manager are provided with' Checker' powers such that they monitor that
the complaints received at DSCs and also ensure that complaints received directly at
their desk is duly incorporated in the software. Further, complaints received directly
at their desks would be entered into the application by the user of the DSC which is
the best of the DM.
 Officers of the MB-BOCS team at Head Office ale also provided access to the CRM
module. The said team would monitor the complaints entered, facilitate resolution &
track closure of complaints entered by the DSC.
 Users would be able to generate MIS w.r.t. pending complaints, types of complaints,
etc. Option for downloading the said report in excel format/PDF is also available'.

1. Instructions for use:
a) The complaints should be resolved to the satisfaction of the customer within 7 working
days.
b) All users would use their existing credentials for the 'bERP' login and pick the 'CRM'
module in the 'Application' dropdown menu.
c) The DSC has to understand the exact reason for the complaint, and pick the category and
sub-category of the complaint in the module.
d) Any remarks, closure details are also to be recorded therein, such that explicit details are
displayed in the N4IS generated at the controlling office.
DSC – Complaint Management Application - User Manual
Complaint Management is an application in bERP platform where Customer Complaint needs
to be registered. The complaints from different customers can be tracked through this applica-
tion and different reports can be generated for the management. In order to use the application,
user has to select the CRM from the application dropdown list in the Login Screen.
1. In the Login Page provide your username and password and chose CRM from Applica-
tion List
2. Complaint Registration has Maker/Checker concept. The person who wants to Register a
Complaint from Customer, has to select the Menu: Complaint Management > Register
Complaint > Maker

3. In the Maker screen, the user should click on the New button and enter the details of the
Complaint. For customer complaint, choose ‘Is Customer’ to “Yes”, type the Customer Id
(12 digit)and click on the […] button. This will fetch the customer details from CBS. Once
all details are entered, click on the “Submit” button. A ticket number will be generated
and the ticket will move to checker queue.
4. In order to add any file attachment, user has to click on the Attachments button. This will
open the File Attachment window.
User has to click on the Select button to select a file he wants to add. After selecting the file(s)
user has to click on the Add To List button, which will add the files as attachments. In order to
remove an attachment, user has to select that item from the list and click on the Remove from
list button.
5. While entering a complaint in order to select the source of complaint (where the complaint
has been received), user has to click on the Source button and select from Phone Banking Cen -
ter/DSC/Others, as the case may be. Please enter ‘DSC’ for complaints received at DSC. Further,
if it is a complaint forwarded from Authorities such as ‘District Commissioner’ etc, please
choose ‘Others’ as the Source.

6. . To select the Category of complaint (Type of complaint), user has to click on the Category
drop down button and select from ATM / Staff behavior/ Non-interest charges / Delay in ser-
vices / Others as the case may be.
7. After the category is selected User has to classify the complaint by clicking on the Sub-Cate-
gory drop down button and selecting from the list,as the case may be. For Staff Behavior Com -
plains Staff behavior >Discourteous Behavior of Branch officials/late attendance by DBO at
group meeting:
8. For Other Complains Others >Bribery demanded by staffs/Double EMI deducted/Others:
9. For ATM Related Complaints ATM->Disputed ATM Transactions-Own Customer
10. Once the Category and Sub-category are selected, User has to enter the details of the com-
plaint in the space provided under Detail Description, Short Description (200 Chars) & Remark
(150 Chars):
11. User can view “open complaints” from the Complaint Management -> View Complaint
screen and putting in the date range:
12. The user can download the data into his desired format by clicking on the Export button.

BERP Process
For CB Checking
Go to BERP portal https://berp.bandhanbank.co.in and enter the Employee id, password and
select Operation the query Customer and MFI fill up customer detail and submit & show the
HTML respond for checking credit History report.
For Employee information

Go to BERP portal https://berp.bandhanbank.co.in and enter the Employee id , password and
select HR portal then click on Employee information for UAN details and Personal details.
For insurance
select HR portal then click on insurance for update group insurance details, Mediclaim details ,
Mediclaim card and getting insurance top up.
ID Card Request
select HR portal then click on Employee id card request with attach your current photo and
others Details.
PF transfer Related
select HR portal then click on
 Bandhan Website
For update daily basis on your bank you must visit bank website www.bandhanbank.com or
you can search bandhan bank new by google search ,Go to Google by your phone and search
after writing Bandhan Bank and click the search option and then click on News Option and you
can see all Bandhan Bank related News in your own mobile.

8. Roles & responsibilities of DOE, Ethics and Code of Conduct.
1) The primary responsibility is carrying out all transactions from DSC office only and
he/she will not attend to field functions. DOE will never act as a DBO under any cir-
cumstances even when any DBO goes on leave.
2) In the absence of DOE the senior most DBO will be entrusted with the duties of DOE by
DSC Manager and he/she will carry-out the functions of DOE only for that day(s) when
DOE is absent. On that day he/she will not carry-out the responsibilities of DBO.
3) Not only he/she has to discharge all the duties of the DOE and is also a joint custodian of
cash for the DSC along with DSC Management.
4) He/she is responsible to maintain vault register, cash balance register, cash remittance
register, key movement register, cash book, deposit cum withdrawal register, denomina-
tion register, disbursement sheet, group-wise total collection sheet etc.
5) DOE has to verify the net group collection figure from the BCORE and denomination
register before taking the cash at the counter from DBOs.
6) He/she will discharge the duties of Maker for the DSC for all transactions and no one else
other than DOE should act as maker.

7) Once the DSC Manager approves completed loan applications at least one day before the
suggested date of disbursement, then DOE will make 100% enquiry over telephone with
the proposed borrowers for to verify loan the details furnished in the loan applications.
DOE has to put TVD (Tele verification done) stamp on the Loan form as a proof of mak-
ing Tele verification. Then DOE will decide which day finally the loan has to be dis-
bursed and accordingly he/she will inform the borrower to come to the DSC on a partic-
ular date to complete loan documentations and getting loan disbursed. This date of dis-
bursal should have a gap of at least 07days from the date of full repayment of the earlier
loan. DOE should particularly verify that the details furnished in the loan application are
same as those mentioned in KYC documents.
8) The gist of points which DOE will enquire over telephone from proposed borrowers are
as follows:
 Name of the borrower and her spouse name, age
 Address of the borrower
 Group name
 Loan amount to be availed and project details
 Which KYC document she has submitted
 Whether customer has visited office for Bio-metric capture of his/her thumb/fin-
ger’s impressions.
 Whether DBO/DH has visited the house
1) On the same day when the loan has to be given, DOE should make posting in BCORE for
loan as maker after verifying that credit bureau report has been taken. The posting will
then be approved by DSC Manager as checker in BCORE before disbursal of the loan.
2) Every day in the beginning of the day DOE along with DSC Manager should take out
cash from the vault to start cash operation for the day.
3) From the cash counter DOE has to accept deposits from customers and also make pay-
ments to them against withdrawal request from customers. These transactions have to be
done through HHD only, which I allotted to DOE, and the receipts generated have to be
handed over to the customers.
4) For withdrawal, entry has to be made in deposit cum withdrawal register furnishing
date, name of the customer, CIF, group name, amount withdrawn.
5) Withdrawal to be permitted only on production of customer record book.
6) Customer signature should positively be obtained against amount withdrawn in both
deposit cum withdrawal register and customer record book.
7) Besides making entry in Customer Record Book, DOE should also make passbook entries
then and there for deposit and withdrawal transaction whenever passbook is presented.
8) Post disbursement DOE should cross check over telephone from at least 05 borrowers on
sample basis everyday about how much loan they have received.
9) All expenses have to be posted by DOE in expenditure register, BCORE and cash book
after approval from competent authority before handing over the cash. He/she must pre-
serve all related bills properly in expenditure file.

10) It is the duty of DOE to keep DSC Manager informed about cash remittance intended to
be sent to linked bank branch for excess cash held at DSC (over CRL) or for necessity to
withdraw cash from the linked bank branch if there is cash requirement at DSC. On ap-
proval of DSC Manager it is DOE’s responsibility to arrange for cash pick-up/cash remit-
tance to bank branch as per existing guidelines of the Bank or through approved cash
pick-up agency, (when permitted by H.O)
11) The related entries have to be made in the cash remittance register by DOE.
12) Under no circumstances DOE should go to linked bank branch for deposit/withdrawal of
cash.
13) Such of those bank services which has to be done through linked bank branch like issue
of FD certificate, DD etc., should be taken up by DOE with linked bank branch directly
and arrange to get these instruments collected from linked bank branch to DSC. These
instruments should be delivered by DOE from DSC office to the customers against their
acknowledgment in the deliverable register by way of their signature. Such delivery
should be done maximum within 15 days of issue of the instrument. RM-MB will check
the same during his/her monitoring visit of DSC.
14) At the end of the day DOE should verify disbursement sheet printout with disbursed
loan forms.
15) He/she has to arrive at closing cash for the DSC for the day in the cash book and the clos -
ing cash should be tallied with cash at hand counted by him/her denomination-wise and
the same should be counter checked by DSC Manager.

16) The closing cash should be under prescribed CRL and be kept in the cash vault under
dual custody of DOE and DSC Manager.
17) It I also a general responsibility of DOE to assist DSC Manager in marinating all
stock/stationary in DSC in good condition, and ensure that the premises is kept clean
and presentable condition.
18) DOE should open the complaint/ suggestion box every day and enter the details in Com-
plaint register with serial number and then hand over the complaints to DSC Manager
for further action.
Ethics and Code of Conduct.
Ethics is about doing what is morally right–being ethical means to act responsibly and in good
faith, with due care, prudence and diligence, without allowing own judgments and decisions to be-
come subservient to personal or extrinsic considerations. An ethical person follows both the letter
and spirit of laws and regulations. In managing the Bank’s business, in dealing with each other and
in provision of services, the employees of the Bank must conduct themselves in a fair and ethical
manner, mindful of the Bank’s interest. The Bank is committed to conducting its business with
honesty and with highest ethical standards and has zero tolerance towards bribery and corruption.

Although it is common to gather information about the general marketplace including the com-
petitors’ products and services, the Bank wants to compete fairly at all times and in all circum-
stances.
Some Professional Code of Conducts:
 Engaging in trade, business, employment, acceptance of fee, association with newspapers,
other communication systems, etc.
 Active Part in Politics, Participation in Demonstration, Association.
 Bringing Political or Outside Influence
 Absence from Work.
 Borrowing, Incurring Debts, Buying & Selling Shares, Lending Money, Guarantees etc.
 Consumption of Intoxicating Drinks etc.
 Maintain Confidentiality of information and never misuse social media to spread wrong in-
formation.
 Professional Conduct: Maintaining high standards of professionalism is the responsibility of
all employees. All employees shall conduct themselves in accordance with the Bank’s Code
of Conduct and Ethics and in the best interests of the Bank’s customers.
 Protecting the Bank’s Assets.
 Adhering to Know Your Customer (KYC)/ Anti Money Laundering (AML) guidelines.The
Bank prohibits any business with drug traffickers, money launderers and such other crimi-
nals and all employees are required to be alert in this respect. Employees shall ensure ade-
quate customer due diligence and ongoing monitoring of transactions to facilitate detection
of money laundering in respect of all crimes including, but not limited to, drug trafficking,
terrorism, theft, tax evasion, fraud, handling of stolen goods, counterfeiting etc.

Annexure B: Games
A. Guess the emotion
Break your team into group of two. Instruct the groups to nominate one person among themselves
who will come and act. The opposite party will write an emotion in a chit and give it to the
presenter in a secret way. The presenter will act and try to communicate the emotion to his/her tem
member without uttering a word. Each group will be given 2 minutes to identify the emotions.
Faculty Guide: The idea is to enable the participants to act and communicate the emotions without
a word. The facilitator will tactfully divert the attention of the class to importance of an effective
communication by asking to the participants:
a. What were the constraints they faced in identifying the emotion? (3 minutes)
b. What was the only option to identify the emotion? (2 minutes)
c. What are the skills required to communicate effectively? (5 minutes)
d. Lastly, what are the techniques for enhancing our communication skill? (5 minutes)
Annexure C: Videos
1. Values of Bandhan Bank with the development programs like BHP etc.
2. Role Play done by Faculty members of BSDM for Credit Process.

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CONTENTS

1 REFRESHER COURSE FOR DOE

day life and becomes an important member of Bandhan Family.

completion of the Refresher Course for DOE.

standing for acquiring the basics of the desired skills required.

2 REFRESHER COURSE FOR DOE

3 REFRESHER COURSE FOR DOE

velop your acceptance level.

to avoid display of superiority of “I- Know-More-Than-You-Do” type. This reduces your

chance of acceptability among the trainees.

ipate. Points will evolve through discussions. Use whiteboards effectively.

v. Demonstrate rather than lecturing.

vi. Involve the class through role plays wherever possible.

this”. That’s a sermon, not teaching.

atmosphere in the class more appropriate and congenial.

4 REFRESHER COURSE FOR DOE

tions or for referring to some appropriate issues.

x. Try not to compromise on class discipline.

xi. Highlight the positives and uniqueness of Bandhan with examples.

dards for all participants.

screen. Use computer labs when available.

xviii. Participate and contribute to Study Circle.

5 REFRESHER COURSE FOR DOE

6 REFRESHER COURSE FOR DOE

986 Branches 34 States

481 ATMs 3014 Door Step

32242 Staffs 1.65 Crore

43232 Crore 44776 Crore

7 REFRESHER COURSE FOR DOE

After completion of the course participant will be able to: -

micro banking vertical

 do correct entries in the respective registers and maintain them properly

and customer service.

8 REFRESHER COURSE FOR DOE

cro Banking Vertical

 Cross checking of filled up AOF/LAF along with discussion on Checklist.

 Office management with emphasis on Documentation (Registers, Files, Display Boards,

 Effective and Efficient Cash and Fund Management.

 Information Technology: HHD & BCORE, IT Security and Tab Banking.

 Effective communication and Customer Service.

9 REFRESHER COURSE FOR DOE

Cross Check- To conduct the

11 REFRESHER COURSE FOR DOE

TIME SCHEDULE OF CLASSES:

SL TIME TOPIC PEDAGOGY

12 REFRESHER COURSE FOR DOE

11:00-11:30 Tea Break

10 02:00-03:00 Roles & Responsibilities of DOE, Ethics and Code of  Discussion

13 REFRESHER COURSE FOR DOE

Method: Lecture and Presentation.

Teaching Aids: Whiteboard, Marker, Laptop, Projector.

cent developments in Bandhan Bank products. (5 minutes)

han Bank. (25 minutes)

products offered at a DSC (20 minutes)

14 REFRESHER COURSE FOR DOE

i) know the asset and liability products offered at GB branch,

ii) explain the asset and liability products offered at a DSC.

Handouts: As listed in the Annexure below

SESSION 02: Cross Checking of AOF/LAF with Documents (KYC, FVR).

Method: Lecture, Exercise and Demonstration.

Teaching Aids: AOF/LAF form, Whiteboard and marker.

and Officially Valid Documents (OVD). (20 minutes)