READY RECKONER FOR

PAYTM PAYMENTS BANK (PPB) BC AGENT

*For internal circulation only INTERNAL 0

BC Agent’s Roles and Responsibilities

Spread
awareness about
PPB products
Tips for customer acquisition
Listen, escalate
Identify potential 1. Always facilitate KYC for wallet upgrade and/or
and resolve
customer for open savings account request only after taking
customer
financial products customer consent
grievance
Customer
engagement as 2. Ensure that the customer listens to the IVR consent
1st point of call and input to the IVR is given by the customer
contact only
Facilitate
Ensure sufficient customers’ KYC
cash and float at for wallet 3. Always enter correct and proper details of the
all times upgrade & customer while facilitating KYC
account opening
Facilitate deposit
and withdrawal
from accounts

*For internal circulation only INTERNAL 1

BC Agent’s Sales Pitch: Benefits of PPB Account

Safe Quick Free

RBI approved, Real time* account “0” balance account,

Biometrically opening and wallet free account opening
authenticated account upgrade with free digital
secured by passcode transactions

Loaded Rewarding Accessible

Instant Debit card, 4% Annual Interest Extended banking

Super liquid fixed rate, FD rates up to hours and services
deposit issued by ~7.60% issued by available even on
partner banks, card partner bank* holidays through a
block/ unblocking from wide network of nearby
the app BC points and ATMs

* T&C apply
*For internal circulation only INTERNAL 2
BC Agent’s Commission Structure and Customer limits
Customer Acquisition
Non Core Core Customer
Type of Commission
Customer in Rs. in Rs.
Acquisition Payout (Wallet/account) 0 40
Active Customer payout (Wallet/Account) 40 0
Total 40 40

• 100-300 Acq; Rs. 3 extra

Slab Scheme
• >=300 Acq; Rs. 5 extra

Instant Debit Card

BC Commission per Customer for IDC
Rs. 20/-
Activation

If >=10 IDCs activated in a month Rs.10/- extra for all IDCs activated

*For internal circulation only INTERNAL 3

BC Agent’s Commission Structure and Customer limits
Cash-In, Cash-Out & DMT Customer transaction Limits – Own Account
• BC agents are given the following Per transaction in Rs. Per day in Rs.
• 0.3% on total value of Cash In & Cash Out Type of
• 0.5% on total value of DMT Customer limit
Minimum Maximum Minimum Maximum
• Daily commission will be disbursed on T+1
basis Customer cash-
10 10,000 10 49,990
deposit limit
• Suitable checks will be put before
commission payout Customer cash-
10 10,000 10 25,000
withdrawal limit

• The commission is paid into the service Customer DMT

- 5000 - 25000
account of the BC agents Limit

Add money to wallet via Cash Customer transaction Limits – Own Wallet*
• BC agents are given commission of Type of Per Transaction
Monthly (Rs.) Yearly (Rs.)
Customer limit (Rs.)
0.3% on total value of amount added
to customers’ wallet by BC agent KYCed /OTP
5,000 20,000 50,000
Customer
• Daily commission will be disbursed on T+1
basis Min Customer 5,000 10,000 50,000

Basic Customer 0 0 0
* T&C apply
*For internal circulation only INTERNAL 4
 BC Agent’s Do’s and Don’ts
Do’s
1. Facilitate KYC and take account opening request
only after customer’s consent
2. Always ask customer about nominee details and
enter these details correctly
3. Always handover correct amount of cash, in case
of withdrawals
4. Always deposit exact amount as requested by
customers
5. Always maintain sufficient cash and float to
ensure zero service denials
6. Always educate customers to keep their
passwords, passcodes and ATM PIN safely
7. Inform about Grievance officers and customer
care
8. Ensure that product and compliance poster is
always displayed in the shop
9. In case, you are not able to provide service to
customer educate customer about Near by to
find another nearest BC
Referred from IIBF training content
*For internal circulation only INTERNAL
Don’ts
1. Don’t enter gibberish value while facilitating KYC
2. Never maintain or share record of customer data
with anyone unless specified in writing by Paytm
Payments Bank
3. Don’t print any PPBL stationary or merchandise
locally.
4. Don’t share your BC App credentials with anyone
5. Never accept or handover counterfeit currency
6. Don’t handover hard copy receipts to customers for
any transactions
7. Never charge any customer for KYC, cash deposit or
withdrawal
8. Never make false promises to customers regarding
PPBL products
9. Don’t indulge in money laundering, and funding of
terrorism activities
10.Don’t make personal transactions or Pay FSE
11.Do not indulge in cash transactions without
customer consent or involvement
5
 Customer charges
Bank account Debit card Paytm Wallet
Minimum acc balance- Nil Digital Rupay card- Free Wallet to bank transfer- 5%
Interest Rate- 4% per annum Digital transactions
(payable monthly) Physical Debit card issuance- Rs.125

SMS alert- Free Annual renewal charges- Rs.100 IMPS, UPI, and NEFT- Free
Remittance Lost card replacement- Rs.125 Paytm bank account transfer-
1% of the GMV Free

ATM Transactions

Metro Cities- Mumbai, New Delhi, Chennai, Kolkata, Non Metro- All other places apart from 6 metro cities
Bengaluru, and Hyderabad
3 Free every month and post that: 5 Free every month and post that:
• cash out- Rs.20/ txn • cash out- Rs.20/ txn
• Mini statement, balance check, PIN change- Rs.8 • Mini statement, balance check, PIN change- Rs.8

Note: In case of transactions done at both metro and non metro locations, 5 transactions are free in a month with a cap of 3 free transactions
in 6 metro locations
*For internal circulation only INTERNAL 6
Mandatory Branding Elements for fixed BC

Product Poster Compliance Poster PPBL Sticker

*For internal circulation only INTERNAL 7

BC certificate and BC ID
• BC agents’ unique identifier in Paytm Payments Bank System is their BC ID
• BC ID is a number which is unique for each BC
• The BC ID can be seen in the BC certificate hosted on the BC app
• BC ID has to be clearly made visible on the compliance poster displayed in BC outlet

*For internal circulation only INTERNAL 8

Commission Pay-out rules

Max Daily Limit

3 cash out
• BC agent will earn monthly
3 cash deposit commission on maximum of Rs.5
lakh of cash in and Rs.5 lakh of cash
Customer 1 out
BC Agent 1
• Any transaction done between
BC agent will not get any commission for any transaction done beyond 3
cash deposit and 3 cash out of one customer on the same day 11pm to 5 am will not be eligible for
commission payout
• Any transaction done for a BC will
Max Monthly Limit not be eligible for commission
payout
5 cash out
• These limits can be enhanced for
5 cash deposit any BC agent basis the validation of
recommendation made by sales
BC Agent 1 Customer 1 team

BC agent will not get any commission for any transaction done beyond 5
cash deposit and 5 cash out of one customer in a calendar month

*For internal circulation only INTERNAL 9

Happy to Help!

Grievance officers are being appointed at

various locations across India
They help in resolution of customer
complaints
BC Agent Helpdesk Grievance BC agent should inform the customers
0120 4160160 officer about GO visit schedule

GO SMS
Usage- To check the schedule of GO,
customers can pull the GO SMS
Syntax- GO <space> <PINCODE>
Customer Helpdesk Number- 9880001234
0120-4456456 To be sent from- BC agent’s or customer’s
mobile number

*For internal circulation only INTERNAL 10

 Tools to assist BC Agents: PAYOUT SMS

• BC Mobile number and Shop Name

• PAN Status of BC
• Duration for which payout has been updated
and date on which payout has made
• Net payout earned by BC
• TDS and subscription charge dedicated from
Payout
• Count of core & non-core customers
acquired by BC and payout earned
• Net Payout earned by BC for Cash-in and
Cash-out (CICO)
• TDS deducted from CICO payout
• MTD total cash-in/cash-out/add money to
wallet done by BC
• FSE/TL contact number and name

Syntax- SMS PARTNER <BC Agent No.> to 9880001234

*For internal circulation only INTERNAL 11
BC Agent Training Videos

1 2 3

Steps to access video in the BC app

Training video link http://bit.ly/AgentTrainingVid

*For internal circulation only INTERNAL 12

 Anti-Money Laundering( AML)
Combating Financial Terrorism (CFT)
Know-Your-Customer (KYC)

*For internal circulation only INTERNAL 13

Money Laundering and Financing of Terrorism

Illegal/Black Legal/White Financing of terrorism

Money Money
Use of clean/dirty money to finance criminal
operations, such as terrorism
In simple terms, ‘Money laundering’ is the
name given to the process by which illegally
Financing of terror can be raised:
obtained funds/assets are converted into
legitimate funds & assets 1. Via legitimate funds: eg. fund-raising activities
and business profits
Illegal sources of funds are: kidnapping, 2. Via illegitimate funds: eg. drug trade and
bribery and corruption, gambling, robbery, frauds
counterfeit currency, terrorism, drug
trafficking, prostitution If a BC agent comes across any instance of terror
financing, this should be immediately reported to
aml@paytmbank.com

*For internal circulation only INTERNAL 14

How to detect cases of Money Laundering / Financing of Terror
Customer Behaviour
Inconsistent account
activity
*For internal circulation only
• Customer offers gratuity • Frequent updating of details such as
• Customer furnishes address
spurious/suspicious KYC information • Customer has been the subject of
inquiry from any law enforcement
• Efforts to avoid reporting requirements
agency relating to TF or terrorist
• Unclear customer ownership structure activities
• Common addresses, phone numbers,
IP addresses and other data
• Questionable funds transfers/cash
transactions/ lending/insurance-related
activities
• Questionable structure of transactions
• Activity inconsistent with past
history/business peers
INTERNAL 15
Irregular Customer and BC Agent Behavior

Irregularcustomerbehavior IrregularBC agent behavior

• Customer providing address of far of place than • BCs represent bank to the public. Any
your branch location for opening irregularities in the behaviour of the BC will
• Customer has an unusual or excessively nervous result in decrease in Bank’s reputation &
behaviour penalties to the BC & the Bank
• Customer, who is a student, uncharacteristically
transfers or exchanges large sums of money • Some examples of incorrect behaviour are:
• Customer taking instructions for conducting • Breaking customer cumulative funds into
transactions smaller amounts for deposits or
• Customer is accompanied by unrelated individuals. withdrawal
• Customer did not open account after being • Unexplained huge cash deposits/
informed about KYC requirements unidentified source of funds.
• Customer did not complete transaction after
• Hiding customer or transaction
information from the Bank
queries such source of funds etc.
• Customer has vague knowledge about amount of
money involved in the transaction

*For internal circulation only INTERNAL 16

Special Case : Politically Exposed Person

Someone who has been entrusted with prominent political positions, domestic or international

• Potential use of influence for personal gain/gain of family and friends

How to mitigate risk • Use of family/friends to conceal financial activities

• Management approval to establish business relationship

• Enhanced due diligence
Why they are risky
• Heightened monitoring of financial activity
• Documentary proof for wealth and funds

*For internal circulation only INTERNAL 17

Special Case : Sanctions
Legal measures imposed by countries or groups of countries (UN, US, UK) that prohibit or restrict dealings
with specific individuals, entities, or countries
Economic Sanctions

• Trade embargoes or boycotts • Bans on cash transfers

• Freezing of assets, • Bans on technology transfer

Specially Designated Nationals (SDNs) and

Blocked Persons

• These may include individuals, groups, and entities

• These are NOT country specific
Travel Ban

• A comprehensive ban on travel by all • A ban on travel to rebel-held territory within

nationals of a country, a country
• A ban on travel to an entire country • An aviation ban on all flights into or out of a
country and
• A ban on the operation of a national airline
*For internal circulation only INTERNAL 18
Know Your Customer (KYC) and associated responsibilities

Business Correspondents should ensure compliance to the guidance shared by the Bank.
They should:

• Protect themselves by following the Bank’s procedures.

• They have the legal responsibility to follow RBI guidelines and other AML laws wherever they are
located.

• Report all breaches or attempted breaches of AML controls to the Compliance team. Write to -
aml.bank@paytmbank.com

*For internal circulation only INTERNAL 19

Counterfeit Currency and AML Risks
Business Correspondents may come across
counterfeit currency/notes while dealing with
cash deposits & should be able to differentiate
between original & fake currency.
For more information to identify original
currency, please go through the RBI website:
https://paisaboltahai.rbi.org.in/
*For internal circulation only INTERNAL
• Reputation Risk – Risk of loss due to impact on
Bank’s reputation
• Compliance Risk – Failure to comply with RBI
regulations
• Legal Risk – Risk of legal impact like fines
• Financial Risk – Above risks impact on the profits
of the bank
20
Identifying counterfeit currency
Key/ Description
Referred from paisaboltahai.rbi.org.in 1: See through register with denominational numeral
2: Latent image with denominational numeral
3: Denominational numeral in Devnagari
4: Orientation and relative position of Mahatma Gandhi portrait
changed
Front
5: Windowed security thread changes colour from green to
blue when the note is tilted
6: Guarantee Clause, Governor’s signature with Promise Clause
and RBI emblem shifted towards right
7: Portrait and electrotype watermark
8: Number panel with numerals growing from small to big on
the top left side and bottom right side
9: Denominational numeral with Rupee Symbol, ₹500 in colour
changing ink (green to blue) on bottom right
10: Ashoka Pillar emblem on the right
11: Circle with ₹500 in raised print on the right
Back 12: 5 bleed lines on left and right in raised print
13: Year of printing of the note on the left
14: Swachh Bharat logo with slogan
15: Language panel towards the centre
16: Red Fort – an image of Indian heritage site – with Indian flag
17: Denominational numeral in Devnagari on right
*For internal circulation only INTERNAL 21
Aadhaar Virtual ID (VID) Number
Virtual ID (VID) is a temporary 16 digit number, which act as an alternative for Aadhaar number to verify an individual's identity.
Customer can use it to get wallet/Savings Account KYC done
Website: https://resident.uidai.gov.in/vid-generation
2
1

Enter 12 digit Aadhaar number and captcha code`

3
VID is generated if the OTP
entered is correct. VID is
also sent on the registered
mobile number through
SMS

Enter the 6 digit OTP sent

on registered mobile
Click on Virtual ID Generator link number and click on
under Aadhaar services on UIDAI Generate VID
website
*For internal circulation only INTERNAL 22
Banking Terms
BANK
INTEREST RATE
Bank is Financial institution which acts as an
Amount (express in %) which bank pays to customers
intermediary between savers and investors or
for deposits is called interest rate.
users of funds
Also, the price that customers pay to bank against
loans is also called interest rate (express in %)

SAVINGS ACCOUNT NOMINEE

Saving account is a type of account at a bank, A person nominated by account holder, who will
which allow you to deposit money, keep it safe, receive the benefit in case of death of account holder
withdraw funds as needed and earn moderate
interest on the balance maintained

FIXED DEPOSIT (FD) DEBIT CARDS

Fixed deposit is an investment instrument offered A debit card (also known as a bank card) is plastic card
by banks, through which you can deposit money is a instrument which gives customers access of their
for specific period of time and higher rate of bank account for making payment or withdrawing
interest than saving account money through ATM

On pre mature withdrawal from FD, penalties may All debit cards are protected by secret pin
or may not be levied by banks
Referred from IIBF training content
*For internal circulation only INTERNAL 23
Banking Terms
REMITTANCE
Remittance refers to a money transfer transaction
where a sender sends a sum of money in a bank
account. Migrant workers use remittance to send
money home via wire, post or online transfer
KNOW YOUR CUSTOMER (KYC)
KYC is the process of verifying the identity and
residential address of customers by specified
documentary evidences to prevent possible misuses
of banking system for money laundering and other
illegal activities. Passport, Driving license, Voter ID
card, Aadhaar card and NREGA job card (with photo)
are 5 officially valid documents accepted as KYC
ANTI MONEY LAUNDERING (AML)
Set of procedures, laws and regulations designed to
stop the practice of generating income through
illegal actions
*For internal circulation only INTERNAL
COMBATING THE FINANCING OF TERRORISM
(CFT)
Investigating, analyzing, deterring and preventing
sources of funding for activities intended to achieve
political, religious or ideological goals through violence
and the threat of violence against civilians
BUSINESS CORRESPONDENT (BC)
Business Correspondent is representatives of bank
who provides banking services of particular bank and
improve financial awareness among people
FINANCIAL INCLUSION
Financial Inclusion is the process of ensuring access
to appropriate financial products and services needed
by vulnerable groups such as weaker sections and low
income groups, at an affordable cost, in a fair and
transparent manner by mainstream institutional
players
*Referred from IIBF training content
24
BC Model : Vehicle for Financial Inclusion
Need of BC model
• Ensuring greater financial inclusion
Through the BC model, affordable and accessible financial services can be provided to the financially excluded
population of the country
• Increasing the outreach of the banking sector
Brick and mortar structure of banks is not cost effective to serve financially excluded section of the country. BC model is
a cost effective way of increase the outreach of the banking sector
• Educating people about financial services
Technology and regulation facilitate the emergence of BCs , with the potential to reach millions of unbanked people
more rapidly

Who can become BC  Registered NBFCs not accepting public deposits

 Non-Government Organizations (NGOs)  Post Offices
 MFIs set up under Societies/Trust Acts  Insurance Agents
 Societies registered under Mutually Aided Co-  Krishi Vigyan units
operative Societies Act or the Co-operative  KVC/KVB units
Societies Acts of States
 Registered Village Organisations
 Companies registered section 25 of the
 Retail outlets such as telecom, kirana, and medical
Companies Act, 1956
stores
*Referred from IIBF training content

*For internal circulation only INTERNAL 25

BC Model : Vehicle for Financial Inclusion

BC: Scope of activities

• Identifying potential customers
• Creating awareness about saving and other financial products
• Educating and advising people on managing money and products of bank
• Facilitate KYC of the customers to enable them open Savings account or upgrade wallet
• Act as a medium of cash transaction for the customers (Cash-in & Cash- Out)
• Offer remittance services to the walk-in or PPBL customers
• Offer any other services as per the directions of PPBL

BC ethics
• Give Complete, factual and truthful information on the bank on various products and other aspects
• Protect and respect the privacy of the customer
• Should not compromise his personal interest to that of the bank
• Should treat all customers alike and with no disparity And with respect and dignity
• Should not discriminate or differentiate the customers one against the other
• Should not harbor any caste or communal feelings

*Referred from IIBF training content

*For internal circulation only INTERNAL 26
 Thank you!

*For internal circulation only INTERNAL 27