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Workbook for
Branch Internship I
TABLE OF CONTENTS
1. INTRODUCTION ............................................................................................................................ 5
2. OBJECTIVE ..................................................................................................................................... 6
4. SCHEDULE ...................................................................................................................................... 8
6. WEEK 2 .......................................................................................................................................... 22
PO Internship Workbook I
7. WEEK 3 .......................................................................................................................................... 30
8. WEEK 4 .......................................................................................................................................... 40
9. WEEK 5 .......................................................................................................................................... 48
PO Internship Workbook I
Introduction
Dear PO Intern,
You have successfully completed the first phase of the PO Classroom program. This would have given
you a broad perspective of the Bank & the branch banking operations.
But given the magnitude of the banking universe and the dynamism of your role, the learning curve
needs to continue for you through understanding the nuances of various activities at the branches.
Hence, you would now be undergoing the next phase of the PO Programme at the branch through an
8 week On-the-Job training aimed at moulding you into your role and also giving you an opportunity
to implement the classroom learning in your day-to-day work life going forward. This Internship will
provide you with an opportunity to experience banking in all its myriad forms.
The Branch Manager of the branch assigned to you will be your guide and mentor through these 8
weeks.
Please note that it is an important phase in your career where you will build your foundation in a
structured manner.
Do keep your quest for learning active during the Internship so that you get all set to take the BIG
LEAP FORWARD!
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Objective
To provide you with a broad based guideline as to what is expected out of the team handling
a branch.
To provide you the broad guidelines as to what are the check points that the branch banking
team is supposed to follow for effective handling of a branch on a day to day basis
For enabling learning through observation of various counters of a branch to know the
importance of each and every function handled at branch
Follow each and every day module given in the workbook to effectively learn how to handle
each desk at the branch and what the key control points are.
Record your observations from the exercises given.
Observations to be discussed with the BM for his/her views alongside your observations
What is being expected out of you during the internship at the branch?
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General Guidelines for the Intern POs
The PO would report to the branch on day one well in advance. He / She will meet the
branch manager to understand the details of the branch.
Interns are to wear their uniform [blazer optional] during the Internship.
Interns to take the help of Reporting Authority (RA) for ID cards to be made on day one.
Interns should reach and Branch on time every day and must regularly sign in/out their
muster & the same needs to be updated / regularized through the normal process in case of
any difficulties. Muster signing in would determine the payment of stipend.
Interns should strictly maintain confidentiality of “passwords” for all applications including
that of the Online Workbook. Sharing of passwords would not be tolerated and stringent
action would be initiated against the same.
Interns should ensure that the Workbook is effectively utilized for capturing the daily
learning. Interns should be aware that during the first Internship phase, the online workbook
does not provide for backdated entries of more than 2 working days. This is to ensure that
the PO captures his learnings / observations on a daily basis without any backlog.
They should ensure that the internship schedule is strictly followed for gaining complete
knowledge of branch working.
There is no provision for any leave during the Internship. Therefore, No Leave to be
permitted except in case of emergency, that too not more than 2-3 days. The total period of
any such leave is not to exceed 3 days during the entire period of Internship as the Internship
completion & other activities that follow would be held up in case of longer leave.
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The Intern would not be entitled to the following benefits during the Internship.
Schedule
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4.2 Day-wise Schedule
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Week 1
Note down the general ledger size of the branch & do analysis on the composition of the
customers using NCAERV site and the GL report the various inflow / outflow report received
by the branch manager.
Note down the target set for the branch and the achievements in each area of operation.
Also collect a copy of the branch book of the branch and learn the various aspects in building
of a branch book and their importance
Note all your observations of day 1 and make them part of your internship report
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Did you participate in the DWM – Y/ N
DWM Notes: Today I went to my branch and met with BM, Mr. Manas Ray. He welcomed me
and introduce me with other employees of the branch. Then he called everyone for the
Daily work meeting and discussed about the target set and target achieved.
Notes on Branch Book: Today my Branch Manager showed me branch book updated upto
July 2016.and observed that profitability and assets of the branch was growing compare to
last month.
Before leaving the cash counter teller log of his system and lock the door from outside.
Teller was pitching a product to the customers at the cash counters.
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5. 2 Week 1 - Day 2 – Branch Overview
Role Overview
Jot down the key roles of the branch such as BM, DBM, BSM, PB, VB, JO
Go through the Job Description of each role through LinQ with help of branch officer.
Study the goal sheets of each role and understand the philosophy behind the same
Note all your observations of day 2 and make them part of your internship report.
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Did you go through the main key roles in the branch - Y / N
DWM Notes:
Today our branch manager discussed about the target of the day he told the
Employees to source LI . He congratulate every one for doing good job in Gold Loan
Through i-Gold
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5.3 Week 1 - Day 3 – Branch Overview
Learn from the BSCM the key aspects of lobby management and manage the lobby during
non-peak hours
Study the DQM and understand the Turn Around Time (TAT) for various types of transactions
Comment upon what should be focus areas for improving upon the TAT
Understand the security aspects of entire branch, cash area, lobby, vault area etc.
Note all your observations of day 3 and make them part of your internship report.
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Do you know what is Lobby Management – Y / N
Did you study the various TAT for various transactions in branch – Y/ N
Notes on DQM: It stands for Dynamic queue Management. To improve the customer
satisfaction and to reduce the wait time DQM systems are used.customers are given token
and the token numbers blinks in the screen and with the use of token numbers customers
used to go to the appropriate counter for the service.
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5.4 Week 1 - Day 4 – Branch Overview
Attend DWM
Sit with the branch staff (each desk) and understand the various softwares used and the
commands used.
Understand the usage of I-Core, Esearch, FCRM, I View, SFA, FAB, IAS, ICRM, LAM, Linq in the
daily activities of branch
Understand the importance of each of the system in day-to-day operations
Learn
The different options used in I-Core and the purpose of using it.
What all is done in e search and the purpose of dispatch tracker/ Welcome kit/ GIS
The purpose of using FCRM and how it is helpful in day to day operations
The information that is available in I View
The different functions of SFA, What is the purpose of using SFA
What is the purpose of using FAB and what all can be done in FAB
The purpose of using IAS, LAM, ICRM
How to browse through the different nodes in Linq
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Did you spend time learning the systems used in branch – Y / N
DWM Notes: BM started the day with meeting focusing on mainly LI. He announced that
yesterday one of our SO has achieved a LI target of Rupees 175000. We all clapped for him.
BM encouraged all of us to achieve their respective target
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5.5 Week 1- Day 5 – Branch Overview
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Did you go through Branch Performance? Y / N
DWM Notes:
Day started with the meeting .BM discussed the target with the sales officers
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5.6 Week 1 - Day 6 – Branch Overview
Go through the vouchers, registers, files to familiarize yourself with the processes. Find out how to
maintain the registers and reports and in what frequency.
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Did you go through various reports at the branch – Y /N
DWM Notes:
DBM take the hurdle of the sales officers and discussed about the daily target & how to
Achieve them
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6. Week 2
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Did you learn the Account Opening process – Y / N
DWM Notes: DBM discussed about the target of LI with the branch employees.
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6.2 Week 2 – Day 2 – Basic Desk @ Branch
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Did you study the different type of accounts sourced in Branch – Y / N
DWM Notes: The Day started with the announcement by the BM that we have to achieve a
target of 12 lakh LI at the end of the month, out of which we have already achieved 5.75
lakh.
He also encouraged the employees that they are doing good job.
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6.3 Week 2 – Day 3 – Basic Desk @ Branch
Traditional FD
Tax saver FD
FD linked with saving A/C
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6.4 Week 2 – Day 4 – Basic Desk @ Branch
Documents required
Process followed for opening saving account
Checks done and system updated (if any)
TAT conveyed to customer
DWM Notes: Today BM sir remind Current A/C target to all employeesand symaltaneously
Focus on LI as we could not complete the target yet.
First of all, customer has to fill the account opening form with all mandatory details and
do the signature on appropriate place of AOF.
After that the customer has to submit all required documents. Immediately the banker
TAT:
For non tab TAT is 7 days.
For tab banking TAT is 24 hours.
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6.5 Week 2 – Day 5 – Basic Desk @ Branch
Documents required
Process followed for opening current account
Checks done and system updated (if any)
TAT conveyed to customer
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6.6 Week 2 – Day 6 – Basic Desk @ Branch
Jewel loan
DWM Notes: In the meeting, the DBM discussed about the problem related to account and LI
He told to prepare a plan and schedule that in which area we are lagging behind
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7. Week 3
Learn how a fill a cash deposit slip and what are the requirements from the customer
Learn the procedure of handling cash receipt in a branch
Learn the mandatory requirements for a cash receipt
Learn the important checks in I-Core
Learn how to pass the entry in I-Core – Dr CS. Teller A/c and Cr Customer A/c
Observe how different gadgets are used while accepting receipts: counting machine, UV lamp
Learn how the cash is processed as per clean note policy norms
Find out the limits for non base branch cash deposit
Note the important points that has to be taken care for account opening cash receipt
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(e) Handling of Large Cash
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Did you learn about Cash desk objectives – Y / N
DWM Notes: BM sir discussed about the target for CASA for this month, as it is half yearly
closing month and for how much amount yet to reach the target. He told to approach
every
existing customer.
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7.2 Week 3 – Day 2 – Basic Desk @ Branch
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7.3 Week 3 – Day 3 – Basic Desk @ Branch
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Did you learn about:
Handling of Mutilated Notes – Y / N
Cash closing – Y / N
DWM Notes : Today BM discuss on CASA & how to increase it. Discussion on various loans
& performance. Also set target for the day.
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7.4 Week 3 – Day 4 – Basic Desk @ Branch
Cash Desk
DWM Notes: Meeting and discussion on AML and EDD. How to detect ML and how to
Conduct EDD with what type of customer.
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7.5 Week 3 – Day 5 – Basic Desk @ Branch
Cash Desk
DWM Notes: Discussion on previous targets and achievements. Set new target for the week
And ways to achieve it.
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7.6 Week 3– Day 6 – Basic Desk @ Branch
Understand the need for & benefits from ICMC, in handling cash transactions
Learn how cash is remitted to ICMC. What is the safety measures involved?
Learn how cash is indented through ICMC
NSM
Understand the need & benefits of NSM
Know what is the volume of cash processed in NSM
See whether the branch is using the cash processed by NSM
See whether fake notes identified are impounded upfront
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Did you learn about ICMC services – Y / N
DWM Notes: Today Audit done in our branch. DBM engaged with the auditor. In DWM , BM
Discussed on pre call work. Doing work customer profile to pitch products.
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8. Week 4
Learn how to identify a Pay order and demand draft & how it is different from a cheque
Learn the procedure of issuance of draft
Learn what is required from the customer for issuance of a draft
Learn the process of issuance of DD/PO in cash
Learn the process of PO/DD issue in I-Core.
Learn how charges are debited automatically & how to modify charges based on account
category
Learn the option for printing Demand draft.
Understand the significance of dual custody of inventory & inventory movement
Learn how to check for important fields/ details on the DD/PO before issuing to customer
Understand the importance of taking customer's signature on DD/PO slip
Learn how to check the inventory stock (in system) after issuing to customer
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Did you learn on issuance of draft – Y / N
DWM Notes: Discussion on target & previous target achieved. Discussion on how to pitch
Product to customer based on their needs & capacity. Set target for the day.
Notes on Draft and PO : DD is an instrument which is used to pay third party. Pay order is
Used to pay within same city where the PO has been issued. There is no minimum &
maximum limit for DD and PO. We cannot make DD by cash in access of ₹49999. We can
issue DD for ₹ 50000 or more through debit from account of account holderand if there is
no updation of PAN no, we can't make DD against of ₹50,000. Above ₹5000 if we are
making
DD against cash, we have to take ID proof of the person. We can also issue duplicate DD in
Case if anybody has lost the original DD. We have to cancel the previous one and issue the
Duplicate DD.
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8.2 Week 4 – Day 2 – Fund transfer / Remittance Desk @ branch
Deliverables
Inventory,
Housekeeping (with respect to controls in place at the Branch)
DWM Notes: BM discussed about the target for half yearly closing target. He discussed
About the short fall of the month end. He asked to make a list of expected customer and
call
and request to maintain high balance till the month end.
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8.3 Week 4 – Day 3 – Fund transfer / Remittance Desk @ branch
Observe the Queries of customers pertaining to fund transfer and remittance and how the same are
handled.
DWM Notes: DM discussed on managing the gold loans and focus on half yearly closing.
He asked to contact each expected customer to collect cash for half yearly closing.
Notes on entire day spend at handling queries of customers pertaining to fund transfer and
remittance and how the same are handled.
When customers come with various queries, with various methods we have to speak with
them clearly and handle the query. We must try best to serve the customer. One customer
had come with a request for 200 leaves cheque book for current account. The n officer
generate the request for the same ad inform to the customer about the same. Customer
became happy and satisfied with handling of queries by officer.
Queries requesting NEFT, RTGS and cheque came and the same were handled by bank
Officials in a efficient manner.
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8.4 Week 4 – Day 4 – Fund transfer / Remittance Desk @ branch
RTGS
Learn what are the requirements from a customer for processing a RTGS request
Learn the procedure for processing RTGS request
Find out the charges for processing RTGS request
NEFT
Learn what are the requirements from a customer for processing a NEFT request
Learn the procedure for processing NEFT request
Find out the charges for processing NEFT request
Learn how to handle rejections
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Did you learn about RTGS – Y /N
DWM Notes: In DWM, BM discussed about the circulation, updation , daily work analysis &
Target achieved with the Branch officials.
Notes on RTGS
Real time gross settlement is a channel through which remittance is done within a short
Period of time. There is some changes on it. RTGS is done between 9:00 am to 4:30pm on
normal working days and 9:00 am to 2:00 pm.
Minimum limit: ₹2
,00,000.
Maximum : no limit.
Note on NEFT
National Electronic fund transfer is also a remittance channel. There is no minimum and
Maximum limit for NEFT. In normal working days, NEFT done in 12 batches, 8:00 am to
7:00
pm. And on Saturday, 8: am to 1:00 pm
TAT for NEFT is 4 hours.
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8.5 Week 4 – Day 5 – Fund transfer / Remittance Desk @ branch
Transfer Cheques
DWM Notes: Discussion about the previous target. Lead sourced. And BM told officials
to focus on retail.
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8.6 Week 4 – Day 6 – Fund transfer / Remittance Desk @ branch
Observe the Queries of customers pertaining to fund transfer and remittance and how the same are
handled.
DWM Notes: Meeting and discussion on LI .BM encourages all officials to achieve their
Target. We clapped for one of our colleagues ,as he has achieved his LI target.
Notes on entire day spend at handling queries of customers pertaining to fund transfer and
remittance and how the same are handled.
I observed that whenever a customer comes to a officer, he follows a GLOW procedure.
After this they ask, how can he help them. After listing to customers queries, officers tell
them the way to solve the problem and also tell them the TAT I.e how long it will take to
credit the beneficiary's account. Our bank officials always guide them in a possible way to
remit their money in short period of time.
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9. Week 5
Observe
Notes on observation done in Debit Card related Queries and Dehotlist ATM/Debit card
ATM hot listing is blocking the ATM card temporarily & dehotlisting is unblocking the
Blocked card. Customers comes with the request card to block the card, reason would be
the lost of the card or misplaced and some customers, comes with the card which got
Broken. So we have to raise a request for duplicate debit card which is nonchargable.
Charge for hotlisting is nill but to dehotlist the card, charges are applicable, I.e 200+ ST
(₹24.72). Hot listing can be done immediately but TAT for dehotlisting is 24 hours.
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9.2 Week 5 – Day 2 – Query Handling Desk @ Branches
Calculations
Learn on Calculation of Interest, MAB calculation and knowing fees / charges levied by bank
DWM Notes: Meeting and discussion on CASA and how to increase it. Discussion on
Previous achievement and said target for the day. Discussion on the current account.
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9.3 Week 5 – Day 3 – Query Handling Desk @ Branches
1. Request for issue of Cheque book, duplicate statements, Internet Banking Passwords and
Debit card PIN related queries.
2. Account servicing request
3. Various TAT informed for various request
Did you learn on various TAT used in handling saving account query – Y / N
DWM Notes: Discussion on jewel loan and personal loan. Set target for the day for sales
Officers.
Notes on what is observed during request for issue of Cheque book, duplicate statements,
Internet Banking Passwords and Debit card PIN related queries.
Cheque book request comes mainly from business man. They demand on need it because
of their business transaction, duplicate statement is demanding statement again in a
quarter
We charge ₹10 for thatIf a customer is getting. On internet banking password self
generated
the charge will not be levied.
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9.4 Week 5 – Day 4 – Query Handling Desk @ Branches
DWM Notes: Meeting on CASA productivity, and discussion on how to increase it.
No special target for the day. BM said to complete the pending task before puja vacation.
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9.5 Week 5 – Day 5 – Query Handling Desk @ Branches
DWM Notes: Discussion on targets and set targets for the day. For serving to the customers,
Specifically NRI , and CASA to be increased. Discussion on interest rate , FD rate etc.
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9.6 Week 5 – Day 6 – Query Handling Desk @ Branches
DWM Notes: Today in DWM , BM discussed about targets achieved and set targets for the
Day. Encouragements to sales officers to grow in every filled.
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10. Week 6
DWM Notes: Meeting and discussion on current account. Target for the day. Discussion on
LI and personal loan. Documents and personal loan and process. Discussion on how to pitch
LI to customers.
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10.2 Week 6 – Day 2 – Query Handling Desk @ Branches
1. Change of Address
2. Change of Variant
DWM Notes: Today in DWM , BM was discussing mainly about the CASA and TASC accounts
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10.3 Week 6 – Day 3 – Query Handling Desk @ Branches
1. PAN updation
2. Closure of Current Account
DWM Notes: Today in DWM, BM discussed about the work progress of each person and
he also discussed about the TASC account
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10.4 Week 6 – Day 4 – Query Handling Desk @ Branches
DWM Notes: Meeting on target achieved and set targets for the day. BM told the sales
officers to focus on CASA .
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10.5 Week 6 – Day 5 – Query Handling Desk @ Branches
Observe following
DWM Notes: To days in DWM , BM discussed basically about LI and he also discussed the
accounts which are in active state .
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10.6 Week 6 – Day 6 – Query Handling Desk @ Branches
Observe following
DWM Notes: Today in DWM, BM discussed about the target and Five S and pending folder.
Set target for the day. Discussion on circulation updation.
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11. Week 7
Meeting and discussion on current account and audit. BM alert everyone for audit and told
to
take care of it.
Notes on Inward clearing
Inward clearing is when we send cheque to another bank, deposited by our customer to get
Money in their account. Time for pick up of cheque is 11.00 am and 2.00 pm per day.
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11.2 Week 7 – Day 2 – Clearing desk and Products @ Branch
Understand what is clearing bank account and the entries made in it.
Check whether the office order issued by secretarial department is in BDR
Understand the reconciliation of clearing account. Check whether the reconciliation is done
on the prescribed TAT. Try to reconcile the clearing account.
Learn to do technical scrutiny of the clearing cheque and other aspects before passing the
cheque.
Understand the inward clearing process – Tallying of instruments, opening the zone, what
entries are passed
Understand what are the activities done by vendor
Understand how to pass the special instruments – Dividend warrants, co-operative bank
instruments, I pay cheques etc
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Did you learn about Standalone branches clearing -– Y / N
DWM Notes: Meeting and discussion on CASA and how to increase it. Set targets for the day
and follow up the previous targets.
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11.3 Week 7 – Day 3 – Clearing desk and Products @ Branch
1. Life Insurance
2. Mutual Fund – Different type
Life Insurance – Y / N
DWM Notes: Meetings and discussion on the sourcing of TASC account. Set target for the
day.
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11.4 Week 7 – Day 4 – Clearing desk and Products @ Branch
a) Gold
b) Government Bonds
c) PPF Account
a) Gold – Y / N
b) Government Bonds – Y / N
c) PPF Account – Y / N
Week 7 - Day 4 – Clearing desk and Products @ Branch
DWM Notes: Meeting and discussion about the TASC and CASA. BM discussed about the
Circulation updation and updation of daily operations.
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11.5 Week 7 – Day 5 – Clearing Desk and Products @ Branch
Learn About the product features, documentation, how to cross sell for following
a) Auto Loan
b) Personal Loan
c) Credit Cards
DWM Notes: Meeting and discussion on account sourcing and lead generation to pitch
Product s convert them in customer. Discussion on building banking relationship.
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11.6 Week 7 – Day 6 – Clearing Desk and Products @ Branch
Learn About the product features, documentation, how to cross sell for following
a) Home Loan
b) Loan against Shares
A) Home Loan – Y / N
B) Loan against shares – Y / N
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12. Week 8
What are their banking needs and how effectively are we meeting them?
What is the scope to cross sell
Issues faced by them
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Did you learn about catchment mapping – Y / N
DWM Notes: Meeting on target set for the day and target achieved. Discussion on CASA
account. BM told to the officers to bring flow in the account.
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12.2 Week 8 – Day 2 – Field Visits – Customer Visits
What are their banking needs and how effectively are we meeting them?
What is the scope to cross sell
Issues faced by them
DWM Notes:
Discussion on the customers service and customers profile. How to pitch products and how
Continue them . Review of the previous target and set target for the day .
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12.3 Week 8 – Day 3 – Field Visits – Customer Visits
What are their banking needs and how effectively are we meeting them?
What is the scope to cross sell
Issues faced by them
DWM Notes:
Meeting and discussion on CASA and how to increase it . Set target for the day and way
Of improving BSC. Discussion on current account TASC and NRI .
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12.4 Week 8 – Day 4 – Field Visits – Customer Visits
What are their banking needs and how effectively are we meeting them?
What is the scope to cross sell
Issues faced by them
Or
DWM Notes:
Meeting and discussion on customer profile service and their requirement from bank.
Set target for the day. Review of every work done on daily basis.
Whenever any customer comes, VB great them in proper way and handle their queries
in an efficient manner. If immediate resolution is not possible, VB suggest them
alternative
channel and solve their problem. They treat every customer as special and try to solve
/help
them in every possible way.
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12.5 Week 8 – Day 5 – Spend the day with the Mentor
DWM Notes:
Discussion on CASA and MAB maintain a nice. Review of precious targets achieved and
set target for the day.
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12.6 Week 8 – Day 6 – Spend the day with the Mentor
DWM Notes:
Discussion on daily operation, register and reports. DWM encouraged everyone to increase
CASA focus on LI.
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