E Channel Product Final

E CHANNEL PRODUCT
LEARNING OBJECTIVE
Knowledge about the product How to use the product System & Procedure Troubleshooting Customer Complaint Handling
Academy of Excellence
Inventing Methods for Igniting Minds
BARODA CONNECT
INTRODUCTION
Baroda Connect is an umbrella of eBanking products offered to the customers on e-Channels. With this channel, customer will be able to operate his Bank account(s) on 24X 7 basis, from anywhere, just at the click of mouse. Internet Banking and Mobile Banking. (to be launched)
Academy of Excellence Inventing Methods for Igniting Minds
ADVANTAGE TO CUSTOMER
24X7 Online Anytime Anywhere Banking Summarized view of all accounts Online Transaction Online Inquiry Make Requests Communicate with Relationship Manager Instant alerts or Messages of account status Saving of time and energy
ADVANTAGE TO BANK
Low cost of Transaction. Customer Satisfaction and thereby ensuring customer retention Provide competitive services in line with other Banks Save time of Bank Staff, in handling across the counter queries.
FACILITIES TO CUSTOMERS
Accounts Transfer Requests Profile Modeling Activity History Mails
PORTAL
In Baroda Connect Internet Banking services, there are two separate portals . Retail (for individual customers)
Corporate
(all Non-Individuals eg.: Sole Proprietorship/ Partnership/ Private/ Public limited companies, Trusts, clubs, Associations; HUF etc.)
LOG IN
To login directly on the Baroda Connect portal type URL https://www.bobibanking.com and select respective country OR Log in also available from Banks main website i.e. http://www.bankofbaroda.com Take your cursor on the NET BANKING option and select INDIA
ELIGIBILITY FOR REGISTRATION OF BARODA CONNECT
Who is Retail Customer? As per legal entity, all Individual Customers, are defined as Retail User of Internet Banking.
Eligibility for registration of Baroda Connect

Who is Corporate Customer? As per legal entity, all Non Individual Customers are defined as Corporate User of Internet Banking. (normally CA, CC accounts opened/ operated by companies, trusts, etc., will be covered under this category).
RETAIL APPLICATION
CORPORATE APPLICATION
CORPORATE APPLICATION
ELIGIBLE MODE OF OPERATION

FOR RETAIL BARODA CONNECT USER ELIGIBLE CODE DESCRIPTION USER NOT ELIGIBLE CODE DESCRIPTION USER
001 003 004 011 019
SELF EITHER OR SURVIVOR PER-PRO ANYONE OR SURVIVORS OR SURVIVOR MINOR NATURAL GUARDIAN OPERATION BY NG
005 007 009 013 015

017 021 023
FORMER OR SURVIVOR LATTER OR SURVIVOR BOTH JOINTLY OR SURVIVOR ANY TWO JOINTLY OR SURVIVORS OR SURVIVOR ANY THREE JOINTLY OR SURVIVORS OR SURVIVOR ALL JOINTLY OR SURVIVORS OR SURVIVOR MINOR AND LEGAL GUARDIAN OPERATION BY LATTER MINOR ALONE OPERATED BY GUARDIAN

FOR CORPORATE BARODA CONNECT USER ELIGIBLE CODE
025 029 031 033 035 037 039 041 043 045 047 049 051 053 055
NOT ELIGIBLE CODE

027 071 075 077 081 100 103 104
DESCRIPTION USER
KARTA OF HUF PROPRIETOR ANY ONE PARTNER ANY TWO PARTNERS ANY THREE PARTNERS ALL PARTNERS JOINTLY ANY ONE DIRECTOR ANY TWO DIRECTORS ANY THREE DIRECTORS MANAGING TRUSTEE ANY ONE TRUSTEE ANY TWO TRUSTEES ANY THREE TRUSTEES CHAIRMAN MANAGING DIRECTOR
DESCRIPTION USER
MANAGER OF HUF ADMINISTRATOR OFFICIAL LIQUIDATOR EXECUTOR OTHERS RESTRICTIVE OPERATIONS RESTRICTIVE OPERATIONS THROUGH POWER OF ATTORNEY RESTRICTIVE OPERATIONS THROUGH MANDATE

FOR CORPORATE BARODA CONNECT USER ELIGIBLE CODE
057 059 061 063 064 065 067 068 069
NOT ELIGIBLE CODE DESCRIPTION USER
DESCRIPTION USER
PRESIDENT SECRETARY TREASURER PRESIDENT AND SECRETARY JOINTLY CHAIRMAN OR VICECHAIRMAN AND SECRETARY PRESIDENT AND TREASURER JOINTLY SECRETARY AND TREASURER JOINTLY CHAIRMAN OR TREASURER ANY TWO OF PRESIDENT, SECRETARY AND TREASURER

FOR CORPORATE BARODA CONNECT USER (.Continued)
ELIGIBLE
CODE
073 074 079 101 102
NOT ELIGIBLE
COD E DESCRIPTION USER
DESCRIPTION USER
AUTHORISED SIGNATORY ANY TWO AUTHORISED SIGNATORIES BOARD RESOLUTION OPERATION THROUGH POWER OF ATTORNEY OPERATION THROUGH MANDATE
DCR
Process Flow:- For Retail (Individual) Application Login to Finacle with User ID and Password Check in the Finacle from CUMM Menu for Valid Email ID , Mobile No. and Date of Birth in Customer ID Field. It is Mandatory Check in the Finacle from ACI Menu For Proper Mode of Operation in all Accounts which are Linked to Primary Customer ID.
DCR
Check in the Finacle from CUMI Menu For Communication address including City Code, State Code, Country Code, Pin Code is a mandatory field. Special Characters are not allowed in the Address Fields. Ensure that State codes are validated with Country Code in communication address. Type DCR in Finacle Menu option. Link of Net Banking- India is displayed, click on the same. Customer Details Screen is displayed. Choose function code as Add Choose Request type as New Request
DCR
Input Primary Cust id Choose Retail/Corporate customer as Retail and click on Accept button Screen with link of Preferred User Id, Joint A/c.holder and Joint cust id holder is displayed with default as Preferred User Id In Preferred User Id link Input Preferred User Id as given in the application If no preferred user id is given in the application, branch has the option to give the user id on behalf of the customer Input Mothers Maiden name Choose the Profile to be given for the Retail User whether View or Transaction Click on Accept button
DCR
A message is displayed as Data Inserted successfully with Request Numbersay 290426021000001 (The Request Number to be noted on the application form) (First 4 digit denotes Sol Id) Next 6 digits is date : DDMMYY Remaining 5 digits is the Sr. No.) Verify the request by another user of the branch (Maker/Checker) * Request cannot be modified after the request is verified. * Request can be modified by the same user prior to verification. * Request can be cancelled prior to verification. * Request can be enquired after it is verified. * Please note that the System allows Day End even if there are unverified records in DCR. Such records cannot be uploaded in eBanking as a result of which passwords cannot be printed.
DCR
The Joint Account holder link and the Joint Cust Id holder links need not be used at present. Problem Faced By Branch Status Not Visible: Go Through the DCR Menu and Select from drop down menu as Inquiry. Click on Flag Button. All Customer Ids and Request Numbers processed by your Branch for Ebanking Application are shown. Click over the same and the Branch will be able to view the Status.
Flow of Work at BCOT

After the branches enter the applications in DCR, next day a file of such applications is made available to BCOT by Data Centre and BCOT uploads the same is eBanking. In case of discrepancies, the form is rejected in DCR by the System itself. In case of forms which are successfully uploaded in DCR, Passwords are sent to Branches through Midway Courier and User Ids are sent to the customers through DTDC Courier
DESPATCH PROCEDURE
Password mailer of the ebanking Customer is sent to the respective Branch. 1) When the sent mailer is undelivered/ the branch falls under the No Service Area of the Courier Service Provider, it is sent to the Regional Office of the concerned Branch for its onward delivery to the branch. User Id is sent to the Customer 1) When the User Id is undelivered / returned to BCOT for the Non Availability of the Customer at the address/ shifted from the address / address incomplete for delivery, it is resent to the respective Branch of the Customer. 2) Again here, if it is undelivered / the branch falls under the No Service Area of the Courier Service Provider, it is sent to the Regional Office of the concerned Branch for its onward delivery to them.
DESPATCH PROCEDURE FOR NRI CUSTOMER

The password is sent to the respective Branch in India for its onward delivery to the customer. The User Id is sent to the registered address of the Customer as below. When the registered address is of India user id is sent to that address. When the address is of foreign country, it is sent to our Overseas Branch through the International Division if we have one in that place /city / centre else it is sent to the respective Indian Branch of the customer for its onward delivery to the customer.
ACTIVATION OF PASSWORD
STEPS 1 2 3 4 5 RETAIL Invoke DCR Select Function ADD Select OTHER REQUEST Enter Account Number Click Validate System will pop up another window Select Customer ID Click Accept Next Screen Will Appear CORPORATE Invoke DCR Select Function ADD Select OTHER REQUEST Enter Account Number Click Validate System will pop up another window Select Corporate User Click Accept Next Screen Will Appear
6 7
ACTIVATION OF PASSWORD
STEPS RETAIL CORPORATE
Click Password Delivery

Any Remarks can be written in Remarks Column (Optional)
Click Password Delivery

Any Remarks can be written in Remarks Column (Optional)
Click Accept New Screen with request No. will appear If record is already added Record is already added is displayed
Click Accept New Screen with request No. will appear If record is already added Record is already added is displayed
10
11
Verification
Verification
BENIFICIARY REGISTRATION
The user shall fill in the beneficiary details such as beneficiarys name and account number (Log-in Baroda connect Transfer Third Party Transfer within BOB Register Beneficiary). The user will receive a Tracker Id through SMS on Mobile registered in Baroda Connect. The validity of the Tracker ID is 24 hours and the user has to approve the Beneficiary Registration by providing the said Tracker ID through Beneficiary Registration Confirmation Menu (Transfer Third Party Transfer within BOB Register Beneficiary confirmation) within the validity period. On successful registration the beneficiary will appear in the List of Registered Beneficiaries.
BENIFICIARY REGISTRATION
Beneficiary Registration Input all beneficiary details such as Beneficiary Nick Name and Beneficiary Account No. (One time registration for each beneficiary account for Third Part Transfer) Beneficiary Nick Name is unique for a User. Account no. is also unique for a User Beneficiary Confirmation Confirm through tracker id received on mobile through SMS. The Tracker id is valid for 1 day (24 hours from date of registration) Make payment all registered beneficiaries only will be available in dropdown for making Payment. User will not be able to input any credit account no. User can make instant payment as well as schedule for a future date. i) List of Registered beneficiaries - All beneficiaries registered will be displayed ii) List of Unregistered beneficiaries All beneficiaries pending for registration will be displayed
IRCTC
Online Railway Ticket Booking has been added to give more convenience and comfort to our customers. Under Online Railway Ticket Booking, customer can book ticket using Internet banking facility on www.bankofbaroda.com by clicking the button Rail Tickets Log in Page of www.irctc.co.in Click on Sign Up Fill relevant information in the Registration Page and click Submit. Click on Accept in the Terms and Conditions page to complete Registration Process. Thereafter follow the procedure on-screen.
EASY SHOPPEE
Choose Merchant 1 (CCAvenues) OR Merchant 2 (Techprocess Solutions Ltd)
Select the product/ service to be purchased and follow subsequent procedure on-screen.
TEMPLE DONATION
NATHDWARA TEMPLE SHIRDI SAIBABA TEMPLE GURUVAYOOR TEMPLE
BILL PAYMENT
PAYMENT TYPE BILLER PRESENTMENT TYPE BILLER
E TAX PAYEMENT
Under Baroda Connect, additional product ePayment of Taxes has been added to give more convenience and comfort to our customers. Payment of following types of taxes can be made through eTax:-Direct Taxes such as Income Tax, TDS, Wealth Tax etc -Indirect Taxes such as Excise Duty, Service Tax etc -Commercial Taxes (VAT, CST etc) of Gujarat, Rajasthan, Maharashtra and UP States.
DIRECT TAX
1. Person or Firm having valid TAN/ PAN can make ePayment of Direct Tax from any location. 2. There is no Ward/ Circle etc applicable for ePaymnet of Direct Tax. 3. TAN/ PAN, Name, Major Head, Minor Head, Financial/ Assessment Year are validated online at NSDL-TIN website www.tin-nsdl.com 4. eFocal Branch for all ePayment of Direct Tax across the country is our Law Garden Bracnh, Ahmedabad. 5. Challan Nos. 280, 281, 282 and 283 are available through this functionality.
INDIRECT TAXES
1. With the new Online Service EASIEST (Electronic Accounting System in Excise and Service Tax), customers can pay their Indirect Tax online with Baroda Connect facility through NSDL. 2. Customer must have Valid Assessee Code No. for which payment is to be made and should be uploaded on NSDL Site. 3. Customer must have Operative Account with any CBS Branch. 4. Customer must have Transaction Rights (Retail or Corporate).
Indirect Taxes Payment Process

Under ePayment of Indirect tax Login to
www.bankofbaroda.com.
Select
Online
Taxes
and
click
on
Excise
Duty/Service tax
Log in to NSDL site
Or
at
https://cbec.nsdl.com/EST/InputPageForEPaymentServlet

Enter the 15 digit Assessee Code. There is an online check on the validity of the Assessee
Code entered.
If the Assessee code is valid, then corresponding Assessee details like Name, Address, and Commissionerate code etc. as present in the Assessee Code Master will be displayed. You will be directed to the net-banking site of the Bank of Baroda. Select Retail/Corporate and login with Baroda Connect Corporate Id/User ID and Sign on password.

Based on the Assessee Code, the duty / tax i.e. excise duty or service tax to be paid will be automatically selected. Select the type of duty / tax to be paid by clicking on Select Accounting Codes for Excise or Select Accounting Codes for
Service Tax depending on the type of duty / tax to be paid.

At a time you can select up to six Accounting Codes (Including Primary education CESS , Secondary and higher education CESS). Select Bank of Baroda and Click on Proceed and then Submit to the Bank.

Enter Amount and select Account No. to be debited from drop down menu. Click on Continue and verify the entered details of Challan shown. Enter Baroda Connect User ID and Transaction Password and click on pay.

On successful payment, a Challan counterfoil will be displayed containing Challan Identification No. (CIN), payment details and bank name through which epayment has been made. This counterfoil is proof of payment being made. Take print/ Save the Counterfoil for record purpose. You can regenerate the counterfoil on basis of CIN Number through Baroda Connect portal.
Do's / Donts
DO s Ensure that all the information provided are correct. Always look for Success/Failure or system message at the top of Screen. Dont s Do not click twice on any option.
Do not use back/refresh/forward button.

Do not proceed in case of doubt.
E TAX PAYMENT BY BRANCHES

Mode of Operation to be 074 Any Two Authorised Signatories. Two Users (Officers) have to be there. Branch to ask for Transaction Rights. If only View Rights are selected, the users will not be given Transaction Password and hence they will not be able to make any tax payments. Initiator-Approver Concept. Branch to provide details. Customer ID Column of Users to be blank. Branch not to put Customer ID of Personal A/cs of the users to the C/A.
Please refer to HO:BR:101:71 dated 08.06.2009 of Govt. Business Dept., HO, Baroda.
CHALLAN REGENERATION
Customer to log on to Barodaconnect by giving his Corp ID/ User ID and Sign On Password. Select Option Tax. Select Option View Payment and obtain Challan Identification No. (CIN No.) and Cheque Credit Date. Select Option Regeneration of Counterfoil Give CIN, Cheque Credit date and click Submit. Tax Payment Counterfoil will be generated which can be saved and printed.
ATM DEBIT CARD

ATM
Input Device Card Reader Key Pad Captures Information from magnetic strip of ATM/Debitcard Input Information Audio Feedback Display on the screen Provides receipt Cash withdrawal
Output Device
Speaker Display Screen Printer Safe & Cash Dispensing mechanism
Debit Card
It facilitates direct online debiting of the customers account instantly when cash is dispensed to him through ATM or when he pays for purchases at ME and online purchases The first 6 digits (out of 16 digits) of a card are known as Bank Identification Number (BIN) or Issuer Identification number (IIN) and uniquely identify the Issuer. The remaining digits are for use by issuer for identifying the cardholder. As a thumb rule the first digit of the BIN can be used as follows for identifying the card: o 4 - Visa Card o 5 - MasterCard
CARD VERIFICATION VALUE
CVV is an anti-fraud security feature for use in card

not-present situations, e.g., transaction over internet. It helps verify that you are in possession of your credit card.
For Visa /MasterCard, the three-digit CVV number is printed on the signature panel on the back of the card immediately after the card's account number.
CVV
CVV2 Verified by Visa (Vbv) Personal Assurance Message Registration 3 D Secure
THE SWITCHING & SETTLEMENT AGENCY

Mostly banks' ATMs service cardholders from other banks through a common Switching & Settlement Agency. NFS (National Financial Switch), VISA and MasterCard are foremost amongst these agencies. NFS is set up by IDRBT (Institute for Development & Research in Banking Technology) and banks connected to it. Now transferred to NPCI However unlike VISA and MasterCard, NFS doesn't have international membership. Our Bank has own switch Base 24 and all our ATMs are connected to it.
Eligibility 101/363 dt 07.12.09

1. Individuals maintaining Savings, SSB account with operational instructions as Self or Either or Survivor. This also includes Pensioners & Senior Citizens Individuals maintaining Current account , OD account against FD/LIC/NSC with mode of operation as Self, Either or Survivor or Sole Proprietor Staff Overdraft accounts (SOD). Minors of 15 years of age and above maintaining Saving Bank account in his individual name with operational instruction as Self Visually impaired persons maintaining any of the account type mentioned in point 1 and 2 with mode of operation as self can also be issued debit card
2.
3. 4.
5.
Debit Card Cannot be Issued

Account types mentioned earlier with mode of operation other than self, Either or Survivor and Sole Proprietor Visually impaired persons holding account jointly Nagarik Bachat Khata Account having same customer ID as of other account maintained by the customer and card already issued in that account. (It Should be linked)
Use of ATM by visually challenged person BCC/BR/101/363 07.12.09 & BCC:BR:102: 215 06.08.10
Visually impaired persons must come in person for applying for ATM Debit Card facility. Branch must clearly super scribe on the application as the account holder is visually impaired. The Officer/ Manager of the branch should read out the rules of the business and other terms and conditions in the presence of a witness known to Bank. The signature of the witness, for having done this, shall be obtained and kept on record. The branches may allow for withdrawal of cash from ATMs by visually impaired persons without insisting for the presence of Bank Officials The customer may be clearly informed that any operation carried out in the ATM is at his own risk and Bank is not liable for any claim made at a future date . A suitable declaration from the customer for being informed by the Bank official on the above lines may be obtained duly countersigned by the branch manager in presence of witness.
Preventive Vigilance HO:BR:101: 101 dated 12.08.09

Ensure that correct account number, name and address pertaining to the account holder is filled up in the application form KYC norms The signatures of all the joint account holders should be obtained on the application form The Debit Card and PIN mailer received from the BOBCARDS Ltd., should be immediately noted in the register in detail The Debit Card and Pin mailer should be kept in lock and key in separate custody of -2- different authorized officers

The keys of the cabinets should be safely kept and under no circumstances be left inside the drawer or in open for easy access to the miscreants The Cards and the PIN mailers should never be left on the working table unattended and be delivered to the customers expeditiously The card should be delivered to the customers after identifying their identity and taking signature in the register maintained for the purpose The branches to obtain age-wise report of undelivered debit cards and PIN Mailers on monthly basis to monitor the status of undelivered Debit Card and PIN Mailers

In case of Debit Cards / PIN Mailers remain undelivered for unduly long period of 3 months following should be done: 1) Write to BOBCARDS to block the undelivered cards as a precautionary measure. 2) To destroy the PIN Mailer after proper recording at the branch in presence of two officials, as is being done in case of destruction of security forms. 3) In any case, not to return the debit cards and PIN Mailers to BOBCARDS. 4) To follow the guidelines for safekeeping of undelivered Debit Cards and PIN Mailers scrupulously Debit cards and PIN are highly sensitive items and should be treated as a high security items equivalent to cash
Procedure
Verify all details in CAOF Joint account signature of all account holders should be obtained ( E or s Instruction) PIN & Card will be dispatched to the Branches by the courier Register Customer to sign on the back of the card Activate card at our ATM PIN mailer to be properly opened Bobcards to be requested to deactivate the card if it is not delivered for more than 3 months Proper verification before handing over the card
SERVICES-FACILITIES AVAILABLE AT ATM
In addition to cash dispensing ATMs may have many services / facilities such as: Account Information Regular bills payment Mini/Short statement Fund transfer facility between linked account Institution Fee Payment The services offered may vary from bank to bank, or may depend on the capacity of the machine to provide such services.
Funds transfer in linked account through ATM 101/375 dt 17.12.09

Savings to Savings, Savings to Current / OD and vice versa for the accounts linked to the same card No daily limit of amount for fund transfer Fund transfer amount would not be counted for daily withdrawal / purchase limit Fund transfer requests will not be counted for limits of number of cash transactions at ATMs
TRANSACTION WITH OTHER Bank's ATM
Our customer can withdraw a maximum of Rs.10000/- per transaction through Other Bank ATMs Maximum of 5 times in a month, the customer can withdraw through other Bank ATM free of cost. Thereafter a nominal charge of Rs.20/- will be levied for each transaction. The facility mentioned above is available to Savings Bank account holders only. Henceforth, current / OD account customers holding debit card cannot avail the free cash withdrawal facility through Other Bank ATMs. Balance enquiry on other Bank ATMs by Savings / Current / OD account holder will continue to remain free of charge
Information
Prevention of misuse in case card is lost or misplaced (POS) Information on Magnetic stripe A/c No. type of A/c card issuing branch details etc. PIN Card loss customer care 022-22884902
Toll Free No. 1800220400 FIR
A/c Closure obtain card destroy & inform BOBCARDS

Charges ATM/Debit Card BCC/BR/101/12

Particulars Charges inclusive of service tax Free Rs. 169 Rs.113 Free Free Rs.20 Free
Annual fees/Additional cards Free for life

Renewal charges Card Replacement charges Within India PIN Regeneration charges BOB ATM Cash Withdrawal BOB ATM Balance Enquiry NFS/VISA member ATM cash NFS/VISA member Balance
ATM /DEBIT CARD CHARGES

Particulars Charges inclusive of service tax
Other VISA Member cash withdrawal abroad

Other VISA Member Balance enquiry
Rs. 141
Rs. 34
Charge slip retrieval

A/c Overdrawn charges
Rs. 337
Rs. 113 per occasion
Surcharge at railway / petrol pump
2.5% + Service tax on transaction amount or Rs. 10 whichever is higher
ATM /Debitcard charges

Particulars Charges inclusive of service tax
Activation
Purchase transaction limit per day No of transaction per day on ATM
At Banks ATM
Max Rs. 25000 4
ATM cash withdrawal per day Max Rs. 15000
Mini statement
Pin Change
Available only on our bank ATM

Available only on our bank ATM
HATMREQ
HATMREQ
HATMREQ
HATMREQ
HATMREQ
DEBIT CARD MANAGEMENT SYSTEM

Complaints (CRM Complaints Resolution Module): 1. Lodging Complaints 2. Viewing Complaint Status 3. Monitoring Complaints resolution progress Debit Card Issuance (DCIS Debit Card Issuance system) : 1. Submitting Card Re-creation Request 2. PIN Re-creation Request 3. Viewing Card Status, 4. Viewing Card History 5. Viewing PIN Status Contact Details : 1. View Contact Details of various Debit Card Departments / Sections
Access DCMS
Open Internet Explorer / Browser on any CBS Branch Finacle Terminal In Address bar of Browser, enter Address http://172.16.202.90:8081/brm Login Screen will Appear Enter User ID and Password (User ID will be Branch Alpha and Password will be asdf, if changed, then use the new password) In Main various Main Menu will be displayed: CRM (Complaint Resolution Module), DCIS (Debit Card Issuance System), Loyalty, Contact Us
CRM
To lodge Complaints / View status of complaints click on CRM Click on Register to Register Complaint enter Card No. and click on Get Cust Details to fetch correct Account no. & Branch details. If the complaint is in category of NFS / VISA Representment - it means the transaction was successful in NFS / VISA Member Bank ATM / POS.
Debit Card Issuance System (DCIS)

To submit request for Card Re-creation, PIN Re-creation click on CRM >> Branch Request. Enter the relevant details and note the Request no. (for further status tracking) after submission of details. Status of Request can be viewed with Request No. / Card No. from same screen. To View Card Status / History & PIN status click on DCIS. In MIS Menu, following Links will be displayed : Card Status Card History Dispatch Report >>PIN Status. To View the details related to Card & PIN relevant links can be opened.
DOs
Do the registration of complaints on-line. First insert card number (while registering complaint) then click on, Get Customer Details Button in order to get the relevant (Account No., Card Holder name, Branch) Customer Details. First view the status of respective complaint, before calling to CRM section to clarify query. ATM JP Required send scanned copy of JP Send the Manual I-Schedule as soon as Overages are reported in ATM. Send the correct claimed amount figure to debitcardrecon@bobcards.com immediately, when the complaint is under the status Cash Retraction Partial Amount not confirmed. Send Annexure A as soon as Cash Loading is done in SelfLoading Branch ATMs
Donts
Send the Complaints through Letters / Fax / Mails. Ask the customer / their representative to visit M/s Bobcards, Jogeshwari for resolving their queries in relation of complaints. Keep complaints pending for registrations as delay caused in resolution attracts penalty set by RBI, for which Branch will be responsible.
BOB CARD REFERS THE FOLLOWING FOR DISPUTE RESOLUTION

EJ JP Cash loading Report Manual I Schedule for overages found in ATM Cash loading voucher Switch records Suspected transaction records
New Address of BOBCARDS LTD

M/s. BOBCARDS Ltd 4th Floor, Baroda House, Behind Dewan Shopping Complex, S. V. Road, Jogeshwari (West), Mumbai 400102.
Contact Details BCC:BR:102:295 Dated:18.10.10
DISPUTE RESOLUTION
In case cash is not dispensed through ATM and account is debited, the complaint is resolved within 12 days
If complaint is not resolved within 12 days, the bank will be pay Rs.100 per day from 13th day till the account is not credited
Cash Service
1st Level- Toll free number: 1800222653, followed by Press option 1 for Bank of Baroda. Direct Lines: 022-41510776/022-41510774/705/706 2nd Level- Mr. Ashish Shetty, Ph- 022-41510794, e-mail ID- ashish.shetty@diebold.com 3rd Level- Mr. Dhiraj Ojha, Ph-022-41510941, e-mail IDdhiraj.ojha@diebold.com 4th Level- Mr. Ashok Poojari, Ph-09867678832, e-mail IDashok.poojari@diebold.com 5th Level- Mr. Virendra Patil, Ph-09987739358, e-mail IDvirendra.patil@diebold.com 6h Level- Mr. Vishwanath Shetty, Ph- 9819775838, email ID- vishwanath.shetty@diebold.com
RTGS / NEFT
Real Time Gross Settlement (RTGS)

What is RTGS System
It is a Inter Bank fund transfer mechanism on real time and on gross basis. Gross settlement means transaction is settled on one to one basis with out bunching any transaction. Since money transfer takes place in the books of RBI, the payment is taken as final and irrevocable. It reduces the systemic risk that exists in the present settlement systems. It is a high value interbank fund transfer. Timely funding of clearing settlement account and transfer of clearing surplus funds. This helps Banks in managing funds in a better way by minimizing the cost of funding and pooling of the surplus for profitable deployment. It is a Account to Account Inter Bank Fund Transfer.

RTGS Operating Sessions for Branches Type of Monday to Friday Saturday Transaction s R41 R42 9 am to 3.45 pm 9 am to 5.15 pm 9 am to 1 pm
9 am to 2.30 RTGS Operating Sessionspm for RBI Type of Monday to Friday Saturday Transaction s
R41
R42
9 am to 4.30 pm
9 am to 6 pm
9 am to 1.30 pm
9 am to 3 pm

Regulatory Requirements/Compliance by RBI
The funds received by an RTGS member will be returned to the originating RTGS member within 2 hours of the receipt of the payment if it is not possible to credit the funds to beneficiarys account. In case of any delay, the recipient bank will be liable to pay compensation at current repo rate to beneficiarys and 2% above repo rate to originating member. Payment under RTGS should comply with KYC norms / AML guidelines issued by RBI. All payment transaction of Rs. 10 lacs and above should be routed through electronic payment system. GL Sundry Deposit RTGS Inward/Outward accounts should be zero balance before CSOLOP. Lists of participating Bank/Branches are available at www.rbi.org.in/Scripts/Bs_viewRTGS.aspx
NATIONAL ELECTRONIC FUNDS TRANSFER(NEFT)

What is NEFT
NEFT is a Interbank Fund Transfer System of RBI. It is operationalised since 2005. It operates on a deferred net settlement (DNS) basis which settles transactions in batches. There is no minimum or maximum amount ceiling in case of NEFT transactions. It uses Indian Financial System Code (IFSC) of 11 digits. NEFT is account to account transfer system. However it has been decide by RBI to provide remittance facility up to Fifty Thousands in cash for non customers. Cash transactions are routed through GL account XXXX0013201017 called SUNDRY DEPOSIT NEFT.

NEFT Benefits
Secured transfer of funds across the Banks. Transferred funds can be used on the same day by recipient. No postal charges payable by sender. It reduces the workload of DD/TT/MT at NEFT branches. Reduces risk of fraud being perpetrated in DDs. NEFT charges are much less as compare to DD/TT/MT. Reconciliation is easier.
NEFT Settlement by RBI
Monday to Friday 9,10,11,12,13,14,15,16,17,18,19 (in hours) Saturday

9,10,11,12,13 (in hours)
Baroda Phone Banking
Launched on 19.03.09 Circular BCC/BR/101/81 Date 19.03.09

Main Features
Baroda Phone Banking is information based Alternate Delivery Channel. Based on Interactive Voice Response System (IVRS). Available in Hindi and English languages to the users all over India at any time to get their account related information and general information over phone When a you dial in to Phone Banking (Toll Free Number 1800222207), a voice prompt will guide you through the various options/services.

SERVICES PRESENTLY BEING OFFERED TO THE CUSTOMERS
1) Account Related - Account Balance Enquiry - Details of last -5- transactions - Account Statement over Fax and by e-mail - Cheque status enquiry. Loan & Fixed Accounts - Inquiry of Loan Accounts such as outstanding in a/c, next installment amount and due date - Inquiry of Fixed deposit Accounts like Maturity Value & Maturity Date. etc - Request for Loan A/c statement over fax/e-mail.
2)

SERVICES PRESENTLY BEING OFFERED TO THE CUSTOMERS
1) General Information (for Customers/Non-customers) - Forex Rates of selected currencies - Rate of Interest of Fixed Deposit Schemes (Domestic, NRE & FCNR) - Information regarding Banks various products like _ Loans _ Insurance Plans _ Investment Plans _ Mutual Funds. Information about Branch / ATM locations For General Information, no TPIN is required
2) 3)
Baroda e-Trading
Baroda e-Trading, an on-line share trading facility is offered under a tie-up arrangement with M/s India Infoline Ltd. (IIL). Baroda eTrading is 3-in-1 integrated account. These will be One operative account with CBS branch One DEMAT account either with our Bank or India Infoline Ltd. One Trading account with India Infoline Ltd.
IMPS
BCC: BR: 105/ 171 23rd April , 2013 IMPS (Immediate Payment Service) Inter/ Intra Bank fund transfer 24*7 users having Transaction right and who have registered themselves for our Mobile Banking Services (M-Connect) MMID our/other bank IFSC Other bank Limited banks
IMPS 23.04.2013
Limit Mobile Bkg Baroda connect Retail 50000 100000 400000 1000000 100 Baroda connect corporate 100000 200000 800000 2000000 100
Per Txn Per day Per week Per month No of Txn

25000 50000 200000 500000 100
BC Limit BCC/BR/104/215 16.06.2012

Limit Retail Retail Retail TP/shopping RTGS/NEFT 200000 400000 1200000 500000 1000000 3000000
Per Txn Per day Per week
Per month Per year
3000000 15000000
5000000 40000000
BC Limit BCC/BR/104/215 16.06.2012

Limit Corporate TP/shopping 500000 1500000 4500000 Corporate RTGS/NEFT 1000000 5000000 20000000
Per Txn Per day Per week
Per month Per year

Tax
10000000 60000000
50000000 300000000
< Rs. 100 crores Retail/Corporate


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Eligibility for registration of Baroda Connect

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Flow of Work at BCOT

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DESPATCH PROCEDURE FOR NRI CUSTOMER

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Click Password Delivery

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Indirect Taxes Payment Process

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Indirect Taxes Payment Process

Indirect Taxes Payment Process

Service Tax depending on the type of duty / tax to be paid.

Indirect Taxes Payment Process

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Do not use back/refresh/forward button.

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THE SWITCHING & SETTLEMENT AGENCY

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