Quick Success Series - · PDF fileQuick Success Series - Technology April 24 ... ANYTIME CHANNEL Updated By: KUMAR PRIYANK Chief Manager- Training, SBLC Deoghar ... Report from the

▪ Quick Success Series - Technology ▪ April 24, 2010

▪ [Type text] Page 1

Quick Success Series

DIGITAL BANKNG & ANYTIME CHANNEL

Updated By: KUMAR PRIYANK Chief Manager- Training, SBLC Deoghar Mobile- 7321805713 Email- [email protected]

QUICK SUCCESS SERIES is an initiative of SBLC Deoghar to facilitate the preparation of promotion seeking personnel of our Bank, appears to have succeeded in its objective to a large extent as the readers are still approaching us for its revi-sion/updation despite availability of plen-ty of other study materials. We would not have been able to sustain this unique effort of ours, without the ac-tive support and continuous encourage-ment of our DGM & Circle Development officer Sri Bijayananda Padhi. We are deeply indebted to him for his co-operation and guidance. Though every care has been taken while updating the contents, we request our readers to point out any lapses at the ear-liest. Needless to mention that the content is not a substitute of circular instructions issued by the Bank from time to time. For detailed guidelines please refer to Bank’s latest circulars. Soft copy of this edition is available on our ftp://10.151.51.33 in QSS folder and on SBI TIMES>PATNA CIR-CLE>SBLC Deoghar site. Team SBLC Deoghar is humbled by the response and recognition; it is receiving from readers within and beyond Patna Circle. Our Team wishes the readers grand success in their endeavors. Kumar Umeshwar Singh Assistant General Manager, State Bank Learning Centre, Deoghar- 814112 Phone- 06432-232895 e-mail: [email protected]

(UPDATED UP TO November 2017)

Quick Success Series - Technology November 30, 2017

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ABBREVIATIONS ▪ ADS : Active Directory Services ▪ BAS :Biometric Authentication

Solution ▪ B@NCS :Bank's Automation & Networking

Control System ▪ CDMA : Code Division Multiple Access ▪ CORE : Centralized On-line Real-time

Environment ▪ CPU : Central Processing Unit ▪ DNS : Domain Name System Server ▪ EDI : Electronic Data Interchange ▪ EDP : Electronic Data Processing ▪ EFT : Electronic Fund Transfer ▪ FTP : File Transfer Protocol ▪ GPRS : General Packet Radio Service ▪ GUI : Graphical User Interface ▪ GLIF : General Ledger Interface File ▪ HTML : Hyper Text Markup Language ▪ HTTP : Hyper Text Transfer Protocol ▪ ISDN : Integrated Service Digital

Network ▪ IMPS : Immediate Payment Service ▪ MAB :Merchant Acquiring Business

▪ MDR : Merchant Discount Rate

▪ MICR : Magnetic Ink Character Recognition

▪ MPLS : Multi Protocol Label Switching ▪ MTSS : Money Transfer Service scheme ▪ NACH :National Automated Clearing

House ▪ NPCIL : National Payment Corporation of

India Limited ▪ OCAS : Online Customer Acquisition

Solution

▪ RAM : Random Access Memory ▪ ROM : Read Only Memory

SFMS : Structured Financial Messaging Solution

▪ TCRN : Temporary Customer Reference Number

▪ TSP : Technology Service Provider ▪ UPI : Unified Payment Interface ▪ URL : Uniform Resource Locator ▪ USSD :Unstructured Supplementary

Services Data ▪ VSAT : Very Small Aperture Terminal ▪ WWW : World Wide Web ▪ YONO : You Only Need One

TERMINOLOGY

▪ BIT : A bit is the smallest unit of data in a computer having a single binary value either 0 or 1.

▪ BYTE : A unit of information that corre-sponds to a character (Eight bits)

▪ FTP : File transfer protocol. A protocol used to provide file transfers across a wide variety of systems.

▪ UPLOAD :To Transfer a file from Client’s computer to host’s computer (Server)

▪ DOWNLOAD: To Transfer a File from Host (Server) to Client’s Computer.

▪ URL :Uniform Resource Locator, the form of the site address that reveals the name of server where the site’s files are stored

▪ ENCRYPTION: Conversion of Plain Text to Ci-pher Text using certain logic

▪ DECRYPTION: Conversion of Cipher Text mes-sage to plain Text

▪ NACH : National Clearing system with a centralized platform for bulk electronic debit or credit transactions. Implemented by NPCI. Being positioned to replace existing ECS.

▪ PROJECT AVIRAT: The 2 Mbps alternate links project (christened as “Project Avirat”) is an ambitious project aiming at providing 2 Mbps alternate links on wireless/wired connectivity to all branches of State Bank of India including VSAT branches. The alternate connectivity will translate into higher uptimes, adequate and consistent connectivity at end locations leading to better user/customer experience.

▪ ITAM: IT Asset Management Solution: The objective for ITAM solution was to manage the IT Assets of the Bank with respect to cost, risk, governance and compliance to meet the business performance objectives of the Bank.

▪ STATE BANK CASH POINT: State Bank Cash Point is a ‘Cash Recycler’ i.e. an ATM-like ma-chine that performs dual functions of cash withdrawal and deposit. From the customer perspective, it functions exactly like our pre-sent day ATM and CDM. While cash with-drawals will be affected using a debit card, customers can use their debit card / card less function to make cash deposits.

▪ B@ncs Link : Front-end software used by branches.


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▪ B@ncs24 : Transaction posting software that is available at CDC. It also provides inter branch transaction capability.

▪ FINANCE ONE : Corporate General Ledger Software

▪ CS-EXIM BILLS: Trade Finance software ▪ LOS (PBBU/SME/Agri): Loan Origination

Software for sourcing processing and sanction of loans of various segments.

▪ INTERNET EXPLORER: It is the Browser that is used by end-users to connect to B@ncsLink and B@ncs24 for working in Core Banking environment. I P ADDRESS: A numerical label as-signed to each device (e.g.‐computers printer) in a computer network that uses internet pro-tocol for communication.

▪ UPI: Enable transfer of money through a Unique Virtual Address.

▪ IMPS: Immediate Payment Service is an Instant Inter-bank Electronic Fund transfer service through Mobile phones.

▪ URL: Uniform Resource Locator, the form of the site address that reveals the name of server where the site’s files are stored.

▪ RANSOMEWARE: Ransom ware is malicious Code that is used by Cyber criminals to launch data kidnapping and lock screen attacks.

▪ ACCOUNT HARVESTING: Account Harvest-ing is the process of collecting all the legitimate account names on a system

ATM

▪ ATM: Automated Teller Machine ▪ NO OF ATMs in INDIA: 58916 (As on

30/09/2017) Market Share (28.41%) ▪ FIRST ATM in the world was installed by

Barclays Bank in London in 1967. ▪ FIRST ATM in INDIA was installed by HSBC in

Kolkata in 1987. FIRST PSB to Install ATM in INDIA: Indian

Bank. ▪ Installation of FIRST ATM By SBI : At Jamshedpur in 1993

▪ Name of ATM Switches is Base 24. The production setup is at Mumbai and DR setup is at Hyderabad. ATM Switch is a high power server loaded with application software capable of authorizing and switching ATM/POS transactions.

The Bank's ATM Switch, set up at Belapur, Navi Mumbai consists of: a) Tandem Server (HP Hima-laya Series), which is fail-safe, fault-tolerant and highly scalable b) Base 24, the application Software for Tandem, supplied by ACI Worldwide, Singapore c) Host Security Module (HSM) - supplied by Racal, UK, provides for PIN authentication d) Connectivity to the network through SB Connect, VSATs, CDMA.

▪ Disaster Recovery Site (DRS): The Bank has established a DRS at LHO, Chennai to take care of any disruption of in services at the ASC at Belapur. The ATM Switch hardware and software have been replicated at DRS. All ATM and POS transactions are also replicated at DRS online us-ing extractor / replicator utility. SBI is the first bank in the world to operate a switch on HP nonstop Quad Core System.

▪ ATM vendors: The bank has purchased ATMs of different makes and models from almost all ATM manufacturers viz. NCR, Diebold, Wincor, Hitachi, Hyosung, Oki and Vortex depending on its requirements. These ATM vendors maintain their machines till the machines are kept opera-tional by the bank through an Annual Maintenance Contract (AMC) which is generally in the range of 5% – 6% of the cost of the machine per annum, after a warranty of one year. The ATM vendors provide Second Level Maintenance (SLM) services as and when required and as communi-cated to them by the Managed Service (MS) providers. ▪ Managed Services (MS) providers: The Bank has outsourced the management of ATMs on its network to NCR, AGS, Hitachi Payments (Prizm) and FSS (4 vendors). ▪ MS vendor will be allowed maximum 2 cash outs per 100 ATM per month or part thereof for the group of ATMs allotted to vendor at Circle level. ADMIN balance less than 25000/- out of above will be considered as ‘cash out’ for the pur-pose of penalty. Penalty will be levied for any ad-ditional cash out during the month. Penalty would be as under:- (i) Rs. 1000/- per incident (ii) Additional Rs.5000/- if cash out continues be-yond 12 hours, for each block of 4 hours.


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▪ The ATMs have been classified into 3 different categories- Metro ATMs, Preferred ATMs and Regular ATMs. Metro ATMs: All ATMs (including BLA/TOM) located at six Metro centers’ viz. Delhi, Mumbai, Kolkata, Chennai, Hyderabad & Bangalore. As per new MS Agreement, MS vendors have to maintain higher availability (96%) at all Bank owned ATMs. The concerned Circles should follow up with BLA vendors also for maintaining availability commen-surate to the target (96%) for CAPEX ATMs at these centers’. Preferred ATMs: ATMs identified (CAPEX only) on the basis of VIP locations advised by Circles, number of daily average hits and percentage share of acquiring transactions in total transactions at a particular ATMs. MS vendors have to maintain higher availability compared to other ATMs at the centers’. Star ATMs: These are ATMs identified at four Metro centers’ (Delhi, Mumbai, Kolkata and Chennai) where Circles have to achieve 100% availability and ambience, visibility, Signage, etc. of these ATMs has to be above par. Regular ATMs: All ATMs which have not been categorized in any of the above three categories are ‘Regular ATMs’. Further Circles have been classified in 3 groups as under: GROUP A: Ahmadabad, Bangalore, Chennai, New Delhi, Kerala, Kolkata, Hyderabad, Mumbai. GROUP B: Bhopal, Bhubaneswar, Chandigarh, Lucknow, North East. GROUP C: Patna. MS vendor has to maintain availability for different groups as under: (01/04/17 to 31/03/18): Regular ATMs: (Group A: 96%, Group B: 95%, Group C: 94%), Preferred ATMs & Metro ATMs: (96% across all groups), ▪ Overnight cash retention : Source: Report from the link branch SLA: Vendor will not hold or retain in their vault more than 15% of the total cash taken from Bank on monthly basis. Penalty: If the retention is more than 15%, a penalty of 6% per annum will be levied on the ex-cess cash retained in the vault during the month. CARD ISSUE SERVICE PROVIDERS:

I) Vendors for Contact Cards: a. Syscom Corporation (P) Ltd. b. MCT Cards & Technology (P) Ltd. c. Giesecke & Deviant India (P) Ltd. II) Vendor for (Dual Interface) Contactless Cards: a. MCT Cards & Technology (P) Ltd. b. Oberthur Technologies India (P) Ltd. c. Syscom Corporation (P) Ltd. ▪ CONNECTIVITY SERVICE PROVIDERS: For onsite ATM: Onsite ATMs are connected to branch LAN. Our branches are on Banks’ Wide Area Network (WAN) - SBI Connect which is on BSNL/MTNL MPLS network and wherever BSNL is not feasible, connectivity has been provided through VSATS of HCL Comnet and Hughes. Recently, Bank has started providing alternate connectivity using Radio Frequency (RF) links from service providers Airtel, Vodafone, Sify and Tata. M/s Datacraft are the network integrator for the Bank and they have been entrusted with the in-stallation and maintenance of State Bank Connect. For off-site ATM: connectivity, we are using following wireless technologies:

CAPEX Model OPEX Model

VSats HCL Comnet, Hughes, Bharti Airtel

HCL Comnet, Hughes, Bharti Airtel, Tata

CDMA Tata, Reliance Reliance

2G/3G Vodafone, Airtel ▪ FEATURES FOR ATM-CUM-DEBIT CARD: The front face of the card displays 19 digit (Maes-tro Cards) or 16 digit (Visa/MasterCard/Rupay) card number in addition to the name of the card-holder and the month up to which card is valid. Maestro Cards are issued with a validity period up-to year 2049. For 19 digit cards, the first 6 digits of the ATM card number represent the Bank's Institutional Identification Number (UN) / (BIN), the next five digits represent the branch code 12th digit repre-sents type of card (0 - domestic, 7 - Kisan, 8 - In-ternational), next 6 digits represent the serial number of card issued at the branch and the last digit is the check digit. For 16 digit cards, first 6 digit of the ATM card number represent the Bank’s Institutional Identi-


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fication Number (UB/BIN), next 9 digits represent the serial number and the last digit is the check digit. The reverse of the card has magnetic stripe and a white stripe for the signature of the cardholder. The magnetic stripe contains cardholder related details and should not be exposed to harsh conditions. So far, the Bank has been issuing only magnetic stripe based cards. However, with effect from 01-11-2015, our bank is issuing only EMV compliant cards. The magstripe cards are to be phased out by 31/12/2018. EMV: Europay, MasterCard and Visa have devel-oped a common standard for smartcards to reduce the frauds taking place with magnetic stripe cards. EMV is a standard for chip embedded cards, often referred to as smart cards. The transactions with EMV Cards are more secure (protects against counterfeit card) and can hold more information than magstripes.

▪ CRITEREA FOR ISSUE OF CARDS: All new SB Account / Current Account holders are eligible for issuance of ATM- cum-Debit card and the request is to be made on the SB Account opening form itself. All existing account holders who maintain the specified minimum balance are also eligible for issuance of the card. The excep-tions to the above rules for the issuance of card are: • Accounts Operated jointly by all the account holders, • SB accounts of minors except cheque operated accounts by minor, • Accounts operated by illiterates. ▪ ISSUE OF ATM CARDS FOR JOINT ACCOUNTS: • Either or Survivor / Anyone or Survivor: In case of joint accounts operated by "either or survivor" or "anyone or survivor", a card may be issued to each account holder authorized to operate the account. Minimum balance and other eligibility conditions would apply to each card holder separately. For joint accounts, maximum of two cards can be issued under different names. • Former or Survivor: In case of joint accounts operated by "Former or Survivor", the card can be issued only to the "Former". The request for issuing an ATM card must be signed by all the ac-count holders in such cases.

• Joint Operation: In case the mode of operation is "jointly" by all the account holders, ATM cards cannot be issued. If the account holders desire ATM cards, they must change the mode of opera-tion suitably. ISSUANCE OF ALL NEW DEBIT CARD AS EMV CHIP + PIN CARDS (e-cir 1349 dt 03/02/2016) From 1st Feb 2016 (i.e. as per the extended timelines permitted by RBI) all the Branches should stop issuance of the existing inventory of Magstripe based non-personalized cards and issue only EMV CHIP Cards. As regards the existing stock of classic Magstripe Cards, branches may arrange to destroy the same as the same cannot

be issued from today onwards. DEBIT CARDS : (Amt in 000’)

Feature Classic Global

Gold

Plat-inum

Signa-ture

ATM Limit 40 40 50 100 100

POS Limit 50 75 200 200 300

Dom/Intl DOM INTL INTL INTL INTL

Cash Transac-tion

POS Transaction

SB Pride 100 200

SB Premium

200 500

Minimum Cash Transaction limit in all the cards is Rs. 100.00 and no minimum txn limit for POS/e-commerce transaction

DEBIT CARDS : INSURANCE COVER (e-cir 602 dt 30/08/2017)

Variant Accidental Death on-ly (up to)

Purchase Protection (up to)

SB Gold International (Master/Visa)

Rs. 2.00 lac

Rs. 5000.00

SBI Yuva International (Visa)

Rs. 2.00 lac

Rs. 5000.00

SB Platinum Interna-tional (Master/Visa)

Rs. 5.00 lac

Rs.50000.00

SB Pride (Business Debit)(Master/Visa)

Rs. 2.00 lac

Rs. 5000.00

SB Premium (Business Debit)(Mast/Visa

Rs. 5.00 lac

Rs. 50000.00


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SBI Visa Signature Debit Card

Rs. 10.00 lac

Rs. 400000.00

lost card liability

SBI RUPAY DEBIT CARD HOLDER

Variant Insurance Cover (Acci-dental Death or Perma-nent Total Disablement)

Platinum Rs. 200000.00

All Other Rs. 100000.00

*Insurance Company for Visa/Master: National Insurance Company Ltd. Insurance Company for Rupay: New India Assur-ance Co. Ltd. PREPAID CARDS: (e-cir 997 dt 22/11/2017) A) GIFT CARD: a. Ideal for Corporate and individual gifting b. Also available online. c. Validity 3 years. d. Card limit Rs. 10000.00 e. Single load. f. Can be used on POS and online. B) ACHIEVER CARD a. Ideal for Corporates for non-cash incentives to employees. b. Reloadable. c. Validity 10 years. d. Card limit Rs. 100000.00 (200000 for employee) e. Can be bulk loaded online. f. Can be used on POS and online. C) eZPAY CARD a. A variant of Rupee prepaid card with reloadable limit of Rs. 100000.00 b. An ideal product for payment of Govt. dis-bursement (Scholarship, social benefits etc) c. Wages to blue collar workers d. Validity 10 years e. Loading/ reloading at SBI branches/ through CINB f. Can be used on ATM, POS & online. D) Foreign Travel Card An ideal product for IT and other Corporates deputing their employees on overseas assignment, student going abroad for studies and leisure travelers etc a. Available in 8 currencies- USD, GBP, EURO, AUD, CAD, JPY, SAR & SGD. b. Single/ multi-currency option c. Customized limit. d. Add-on card option available

e. Corporate/ individual variant f. Validity 5 years. g. Reloadable. h. Can be used on ATM, POS & online. g. Maximum load as per RBI/FEMA guidelines. E) IMPREST CARD a. Company co-branded card for disbursement of petty cash expenses. b. Complete KYC c. Validity 10 years d. Card limit Rs. 100000.00 e. Can be bulk loaded online. f. Can be used on ATM, POS & online. g. ATM limit Rs. 40000.00 Special Instructions on Rupee Prepaid Cards : (e-circular 997 dated 22/11/2017) A) Undrawn amount after expiry of the prepaid card: If the undrawn amount of prepaid card remaining unclaimed for more than 10 years the amount has to be credited to the Depositor Ed-ucation and Awareness Fund (DEAF) account of RBI within a period of three months from the ex-piry of said 10 years. B) Monthly ceiling on limit of cash loading to PPIs: Cash loading limit to PPIs has been limited to Rs 50000/- per month subject to overall limit of the PPI. C) Time frame for maintenance of log of all the transactions undertaken using PPIs: The PPIs issu-er has to maintain a log of all the transactions un-dertaken using the PPIs for at least 10 years. D) Transfer Back: The funds can be transferred back to source (payment source from where the PPI was loaded) or own bank account of the PPI holder (duly verified by the issuer). In case of Gift card and Achiever Card, refund or fund transfer facility should not be allowed. E) CROSS BORDER TRANSACTION: Cross Border outward transaction facility has to be enabled with per transaction limit up to Rs 10000/- and per month limit up to Rs 50000/- only on explicit request of the PPI holders and for such transac-tions the card should be EMV Chip and PIN com-pliant. F) INACTIVE CARDS: PPIs with no financial transac-tion for a consecutive period of one year has to be made inactive by the Issuer after sending a suita-ble notice to the PPI holder. These cards can be reactivated only after validation and due dili-


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gence. These PPIs have to be reported to RBI separately. RUPEE PREPAID CARDS: DYNAMIC OTP (E-CIR 1480 DT 09/02/2017) For 2nd factor authentication, customer will receive a fresh OTP on his/her registered Mobile number which is required to complete the e-Commerce transaction. Accordingly, first time registration process is completely dispensed with. Last four digits of the registered mobile number will also be displayed at the OTP page to make the customer aware about the mobile number

registered with the Bank. RUPEE PREPAID CARDS; e-Z PAY CARD; RBI’s RE-VISED GUIDELINES ON ISSUANCE OF PREPAID CARD; REVISED INSTRUCTION ON GIFT CARD (e-cir 1274 dt 29/12/2016) Revised Guidelines To issue e-Z Pay Cards to listed/unlisted corpo-rate/partnership firms/sole proprietorship/public organizations like municipal corporations, urban local bodies, etc.(employers) for onward issuance to their staff/employees/contact workers, etc. To extend this facility only to those entities as above that they have a bank account with us and after obtaining an undertaking that they are not availing of this facility from any other bank. Verification of the identity of the staff/employees/contact workers etc. shall be the responsibility of the concerned employer. Cards will be delivered by Branches to captioned entities only after obtaining an undertaking from such entities that cards are for genuine payments to the employees/staff/contact workers and it will submit photograph, identity proofs and details of bank accounts( if any) of the respective employ-ees before first upload of the cards. The Cards would be uploaded/activated only after the above Documents/details have been received. Branches to obtain and keep on record photo-graph and identity proof of all e-Z Pay card hold-ers issued to Corporates, before loading/ activat-ing the Cards for use.

These prepaid payment instruments shall be loaded / reloaded only by debit to the bank account, which are subject to full KYC, maintained by listed/ unlisted corporate/ partnership firms/sole proprietorship/public organizations like municipal corporations, urban local bodies, etc. with us. RUPEE PREPAID CARDS: GIFT CARDS WAIVER OF ISSUANCE FEE TILL 31st MARCH,2018 (e-cir 99 dated 21/04/2017) It has been decided by the appropriate authority to waive its issuance fee till 31st March 2018. However, in case of on-line issuance, if the Gift card is not being topped up within one month from the date of issue, a charge of Rs. 120/- is be-ing levied to the issuer to discourage non-loading on the cards. Lien of Rs. 120/- will be marked at the time of issue of Gift Card which will be re-moved at the time of top up or on recovery of charges, whichever happens earlier. ▪ International Debit Card Bank issues International Debit Cards, which are affiliated to Master Card International's/VISA etc. These cards can be used abroad and transactions can be made in the currency of the country where card is used. There is no monetary ceiling on spends through International Debit Card while on a visit outside India except that it should not exceed exchange entitlements of the person under extant FEMA guidelines. The other condition is that the total amount of transactions on the card will be limited to the extent of the balance available in the account maintained by the cardholder. The daily transaction limit per card has been set at US$ 1000/- each for merchant transactions and ATMs. As such, the total permissible withdrawal at Merchant Establishments and ATMs on a day is a maximum of US$ 2000/-. Issuance of ATM Photo Card ATM Photo cards are issued to the following cate-gories of Customers: ▪ MAHE Card (exclusively for Manipal Uni-versity students / employees)


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▪ ARMY Card (exclusively for Army person-nel) ▪ IIM-L (exclusively for Indian Institute of Management, Lucknow) ▪ Pehla Kadam, Pehli Udan etc.

▪ Kisan card can be given only for ACC / KCC Account Types excluding PB/RD products and to individuals only. ▪ SBI Exporters Gold card can be given only for EPC (CC) account types (Product Types COMPLAINT RESOLUTION ATM TXN ▪ complaints for unsuccessful transactions ▪ RBI- ATM related complaint to be re-solved within 07 working days from the date of complaint; else Bank has to compensate the cus-tomer with Rs. 100/- per day beyond the 07th

day. ▪ To be Paid by Debit to BGL A/C No 2399995 Charges (ATM Compensation) ▪ Centralization of ATM Complaints Registration. Complaint Management System (CMS) launched with effect from 21st Dec 2009. ▪ URL Address for CMS is https://10.0.22.170:8070/CMS. Can be assessed at Branch, Contact Centre, Administrative offices and ASC ▪ SBI customer can lodge the complaint in CMS either by calling the contact centre or at any branch (not necessarily customer branch) for following five categories: i) Account debited but cash not dispensed ii) Account debited twice for the same withdrawal iii) Amount debited but amount not transferred to merchant establishment iv) Account debited twice for the same transac-tion at POS v) Regeneration of PIN Following transactions can also be lodged through CMS w.e.f 20.10.2010: ▪ ATM Services: B2B transactions, C2C transactions, VISA money transfer, Trust donations, FEE payments, Mobile Top up, SBI card payments ▪ Payment gateway transactions: Online transactions through SBI debit card. ▪ Customer can also track his complaint by calling at Contact centre or sending a SMS “ATM

Ticket number” to 567676 (for e.g. ATM AT429212345) COMPLAINT RESOLUTION PREPAID CARDS All the complaints received at Branch are compulsorily to be routed through Service Desk. The customers may continue to lodge the request through CMS/emails. 2. Prepaid card project related complaints/requests are to be lodged under the category SBG Prepaid Card Project. The following sub-categories are created under this category. • Achiever Card Activation • Application Related Issues • Card Dispatch Status • Card Load/Re load Status • Disputed/Unsettled Transaction • Duplicate PIN (Staff Achiever Card Only) • File upload Issue (Screen Shot Mandatory) • FTC Related Issue (Screen Shot Mandatory) • Replacement Card (staff Achievers Card Only) • Single Sign-on Login Issue Error Codes in ATM (Switch Base): ▪ 00-Transaction approved with Balances

Transaction is successful ▪ 01- Successful Transaction – No balances for

display (applicable to Credit Cards) ▪ 50- Unauthorized Usage-Card Blocked–

Branch should arrange for re-activation of the card

▪ 51- Expired Card ▪ 52- Invalid Card ▪ 53- Invalid PIN ▪ 54- Account not appearing in PBF at Switch

Centre. Cards not flagged in the branch. Card issue status should be ‘ON’

▪ 55- Ineligible Transaction–The customer ac-count status is dormant. Cash withdrawal should be made across the counter to activate the account or branch should reset the dor-mancy flag.

▪ 56- Ineligible Account (Selection of wrong type of A/C)

▪ 57- Transaction not supported by this ATM ▪ 58- Insufficient Funds ▪ 59- Insufficient Funds

https://10.0.22.170:8070/CMS


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▪ 60- Maximum number of withdrawal for the User allowed reached.

▪ 61- Would have exceeded the withdrawal lim-it. Customer can try for a lesser amount

▪ 62- PIN Tries Exceeded ▪ 63- Withdrawal amount limit already exceed-

ed, further withdrawal will not be permitted

▪ 64- Invalid Credit Card cash advance amount

▪ 65- No statement Information for account. ▪ 68- External Decline – other bank / agency

not accessible

▪ 69- No sharing between the card issued

▪ 70- System Error (Please try other ATM (or) contact branch – can be hardware problem

▪ 71- Contact Card Issuer (Credit Cards only)

▪ 72- Mini Statement not made available (not connected to database)

▪ 73- Routing Lookup problem – Connectivity problem

▪ 74- Message Edit Error – card damaged

▪ 75- Allowed number of Pin tried exceeded

▪ 76- Dormant Account

▪ 77- Account is Locked

▪ 78- Inoperative Account

▪ 79- Account not connected to ATM Card

▪ 89- Acquirer limit exceeds

▪ 93- Minor Account

▪ 94- Insufficient Funds

▪ 95- Insufficient-MOD-funds

▪ 96- Drawing Power

▪ 99- Timed Out

▪ 100- Unable to process the transaction

▪ 105- Card not supported

▪ 107- Daily usage limit reached

▪ 148- Card Blocked

▪ 149- Card Blocked

▪ 150- Blocked Card

▪ 151- Expired Card

▪ 168- External Decline

▪ 201- Incorrect Pin

▪ 204- Enter Lesser Amount

▪ 205- CAF not found

▪ 903- CAF status 3

▪ R1- Private Use

▪ R2- Private Use

▪ R3- Private Use

▪ R4- Private Use

▪ Changes introduced in ATM transaction flow to safe guard customer interest and Bank’s image

▪ i) Screen “Receipt cannot be printed, do you want to continue” removed - to prevent the frauds committed by jamming the receipt printer

▪ ii) 2 digit security screen introduced - to pre-vent the key pad tampering frauds

▪ iii) PIN entry time reduced from 30 seconds to 20 seconds and display time of screen “Do you want some more time” reduced from 60 seconds to 05 seconds - to restrict the time availability to the miscreants for manipula-tions

▪ The existing Debit Card issuance strategy has been modified in line with RBI guidelines w.e.f September 1, 2013 as follows: (e-Cir 579/ 2013-14)

Debit Card to Illiterate Customers (e-cir 667 dt 05/09/2014) Where accounts under Financial Inclusion (FI) products are to be opened for illiterate custom-ers, a corresponding Debit Card may be issued to those illiterate customers who request for a Debit Card. Customers not requesting for any Card also need to be told that any add-ons such as insur-ance, if any, with the Card will not be available to them. While opening FI accounts, the customers need to be educated about the Debit Card, PIN and the risk associated with it. If customer chooses not to have a Debit Card, Debit Cards cannot be forced on such customers. The customers also need to be shown how to use these Cards at various acceptance devices such as ATM and Point of Sale and also need to be sensitized about the precautions to be taken with the Debit Card. Limit Channel Change through INB- the Customer may select “ATM Card Limit/ Channel/ Usage Change” option and the customer may decide, based on his/her preference and input: • “ATM/POS/CNP” daily limits • Enable/disable ATM/POS/CNP channel • Enable/disable domestic/international usage for State Bank International Debit Cards State Bank Debit Cards PIN Generation for Debit Cards through State Bank Group ATMs (e-cir 1184 dated 07/12/2016)


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Bank has now enabled the functionality for gener-ation of PIN/Re-PIN through State Bank Group ATMs also. The detailed process flow for is as un-der: Insert the State Bank Debit Card at any State Bank Group ATM. • Select “PIN Generation” option on the ATM screen • Enter 11 digit account number and confirm. • Enter 10 digit registered mobile number and confirm. • A message is displayed on the ATM screen that the PIN shall be received on the registered mobile number. Confirm the same. • Upon confirmation, One Time PIN (OTP) will be sent on registered mobile number. OTP will be valid for 2 days • Cardholder has to create new PIN using OTP at any State Bank ATM (Banking > PIN Change) to carry out further transactions ATM-CUM-DEBIT CARD: GENERATION OF GREEN PIN (e-cir 321 dt 08/06/2016) Revised Instructions: Card PIN/REPIN can be generated by the card-holder without visiting the branch using SMS, IVRS or INB. The Green Pin can only be used for performing a PIN change transaction. Such a transaction must be performed only at a State Bank Group (SBG) ATM. Financial and non-financial transactions can be done only after changing the PIN at any of the SBG ATMs. (A) PIN Generation- Through SMS Customer has to SEND SMS as per below format to 567676 from his Registered Mobile Number (RMN): PIN CCCC AAAA Where, CCCC is last four digits of card number and AAAA is last four digits of account number One Time PIN (OTP) will be sent to customer’s registered mobile number. OTP remains valid for 2 days and customer must perform PIN change transaction on any STATE BANK GROUP ATM (Banking> PIN Change) during this period.

Example: A card holder having a card ending with xxxx1234 and account ending with xxxx9876 should send SMS as: PIN 1234 9876 (B) PIN Generation-Through IVRS Customer to call Contact Centre from registered mobile number. Customer has to enter card num-ber and account number. One Time PIN (OTP) will be sent to registered mobile (RMN). OTP is valid for 2 days and cardholder must change the PIN on any STATE BANK GROUP ATM (Banking> PIN Change) during the validity period. (C) PIN Generation-Through INB Customer has to login into https://onlinesbi.com/ Go to e-Services ->ATM card services -> ATM PIN Generation. Using OTP or profile password, get authenticated Select the account >Select the card >Enter first two digits of his desired PIN >Enter first two digits created by him followed by two digits sent to him through SMS State Bank Debit Cards: Activation Procedure (e-cir 1201 dt 13/12/2016) As per the Bank’s policy, a Debit Card issued to customers has to be activated by making one successful PIN based transaction at any State Bank Group ATM i.e., prior activation was required for making transactions at any other Bank’s ATM, for making purchase transactions at merchant estab-lishments (PoS), for online transactions, etc. Subsequently, Bank has introduced Card activation functionality through internet banking (https://www.onlinesbi.com/ >> e-Services >> ATM Card Services >> New ATM Card Activation). 3. With a view to provide further convenience to the cardholders, Bank has extended the function-ality of Debit Card activation through any PIN based Card Present Transaction i.e., at any PoS terminal, any ATM or other channels like Self Service Kiosks, Green Channel Counter, etc.

State Bank Debit Cards: De-Hot-listing/Un-Blocking of Debit Cards at Branches through In-ternet Banking Interface (e-cir 1403 dated 24/01/2017)


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Currently, if a customer requests for unblocking the Debit Card, the home branch has to place a request in the service desk which usually takes 2-3 working days to get it unblock/de-hot listed which causes unnecessary delay and inconvenience to the cardholders. With a view to simplify the existing process, Branches have been empowered to de-hotlist/unblock the Card through Branch’s internet banking interface on a real time basis. The process of unblocking of Debit Cards through Branch’s internet banking follows the Maker and Checker principle. The Cardholders can request for de hot-listing/unblocking of their Debit Card at any Branch i.e., at either home or non-home Branches over the counter by giving a written request. Due diligence of the card holder has to be carried out at the Branch where the request is being made. INTERNET BANKING State Bank of India had introduced Internet Bank-ing Services in July 2001. Through its portal www.onlinesbi.com, Bank provides world class Internet Banking services to: Retail customers – Retail Internet Banking (RINB) for ‘P’ segment customers including NRI custom-ers.

Corporate Customers – Corporate Internet Bank-ing (CINB) for SME customers having business ac-counts with the Bank. The list of the banking services (financial and non-financial) offered to Retail customers through the Bank’s Internet Banking portal www.onlinesbi.com are as under; List of Non-Financial Services 1. View/Download/Print Account Statement (Deposit, Loan, PPF). 2. View Account summary. 3. Reprint Challan. 4. View Income Tax statement (Form 26AS). 5. Link Aadhaar Number. 6. Link LPG customer ID. 7. Online registration for PMSBY (Pradhan Mantri Suraksha Bima Yojana).

8. Online registration for PMJJBY (Pradhan Mantri Jeevan Jyoti Bima Yojana). 9. Online registration for APY (Atal Pension Yojana). 10. Change of Login Password. 11. View Loyalty Points under State Bank Re-wardz. 12. Windows App Registration for State Bank Anywhere. 13. Offers. 14. Add Billers. 15. Delete Billers. 16. Modify Billers. 17. Approve Billers. 18. View Bills. 19. View payments history. 20. View deleted billers’ history. 21. Scheduling of Bills. 22. Find Transactions. 23. Interest Certificate on Deposit accounts. 24. Download Housing Loan Interest Certificate. 25. Download Education Loan Interest Certificate. 26. Download Housing Loan (Prov.) Interest Certificate. 27. Status Enquiry. 28. Scheduled Transactions. 29. Pension Slip. 30. Transaction Limit/Charges. 31. Reprint EPFO Challan. 32. Set Account Nick name. 33. View/modify personal details. 34. High Security Options. 35. Manage Accounts Display (hide/unhide). 36. Generation of Form 15 G/15 H. 37. Enquire submission of form 15 G/ 15 H status. 38. TDS enquiry. 39. TDS Account Linking. 40. Online Mobile Number Registration/Updation. 41. SMS alert registration/Updation. 42. Request for issue of Cheque book. 43. Online request for stop cheque payment (Single / range of cheques). 44. Revocation of stop cheques instruction. 45. Online upgradation of access level. 46. Apply for opening PPF account. 47. Registration, De-registration of State Bank Freedom. 48. Locker availability search. 49. Update Buddy Wallet through KYC. 50. Enquire/Registration/Cancellation of Nomina-tion.


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51. Sweep creation for CSA accounts. 52. ATM PIN Generation. 53. Block/Hotlist ATM card. 54. Activation of New ATM card. 55. Apply for New ATM card. 56. Set ATM Transaction limit (Cash withdraw-al/CNP). 57. Demat Services (Holding details, transaction statement, billing statement) 58. Generate challans/e-Receipts. 59. Add to Favorites. 60. Online Registration for Retail Internet Banking. 61. Online Resetting of Login Password and Profile Password. 62. Filing of Income tax returns. 63. SBG Group services (Register and view SBI MF and SBI Life details). 64. Lock User Access. List of Financial Services 1. Interbank Fund Transfer. 2. Interbank Fund Transfer (NEFT/RTGS/GRPT). 3. IMPS Fund Transfer. 4. International Fund Transfer. 5. State Bank m-CASH - Send money on contacts. 6. Power Jyoti Fee PUL Collection. 7. NPS contribution. 8. EPFO subscription. 9. Western Union Money Transfer (Receive Mon-ey). 10. Credit Card (VISA) Bill Payments. 11. Donation to Religious and Charitable institutions. 12. NRI e-Z Trade Funds Transfer. 13. Online request for Issue of Demand Draft. 14. Utility Bill Payments (Electricity, Water, Tele-phone) 15. Mobile Top Up & DTH Recharge. 16. SBI Life Insurance Premium payment. 17. Mutual Fund Purchases. 18. SBI General Insurance Premium payment. 19. Premium payments of other insurance com-panies. 20. Online creation and closure of e-TDR/e-STDR/e-MOD. 21. Online creation and closure of e-RD/e-Flexi Deposit. 22. Online creation and closure of e-Annuity De-posit. 23. Overdraft against Deposit accounts. 24. My Holiday Savings account.

25. Auto Sweep facility. 26. Online payment of State Govt. taxes. 27. Online payment of Direct taxes. 28. Online payment of Indirect taxes. 29. Setting of SI for periodical transfer of amount to other accounts. 30. Online request for closure of loan accounts. 31. Apply online for IPO (Equity). 32. Apply online for IPO (Debt). 33. NRE Services (Outward Remittance from NRE/FCNR (B)) 34. Request by NRE customers for Inward Remit-tance Disposal. 35. State Bank Virtual Card (Gener-ate/Cancel/view virtual card details). 36. Gift Card (Create/Top Up/View History). 37. Prepaid Cards (Register/Top up/De-Register/view prepaid card details). 38. SBI Exclusif. 39. Payment of various fees of Educational Institu-tions. 40. Online Ticketing (Booking of Rail/Flight/Bus tickets). 41. Trade in Shares (eZ-trade@SBI). 42. SBI FX Trade for trading in Currency futures. 43. Sweep Creation for CSA. 44. EMI for e-Commerce. 45. Top up Buddy. Eligibility (RINB): All individual customers satisfying Bank’s KYC norms are eligible to register for Internet Banking facility.

For minors, the internet banking facility shall be made available as per the account opened under the specific product/variant (Pehla Kadam/Pehli Udaan). Minor accounts opened under product codes other than Pehla Kadam/Pehli Udaan can also be provided INB facility with View/Limited Transaction rights as opted by the account holder.

Jointly operated accounts are not eligible for INB facility. However, Joint Accounts with operational instructions as ‘Either or Survivor’ or ‘Anyone or Survivor’ or ‘Former or Survivor’ or ‘Latter or Survivor’ are eligible for INB facility.

PMJDY accounts opened under BSBDA (Basic Sav-ings Bank Deposit Account) are also eligible for Internet Banking facility.


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Power of Attorney (PoA) holders provided the PoA specifically authorizes the agent to operate the bank account through internet banking. (Refer e-Circular No. NBG/NBG-INB-INB/13/2012-13 dated January 11, 2013)

Visually Challenged customers are also eligible for availing INB services of the Bank. (Refer e-Circular No.NBG/NBG-INB-INB/3/2013-14 dated August 8, 2013).

Types of accounts eligible for INB are Savings Bank (Including NRE), Savings Bank plus, Current Ac-count, Current Account (Over Draft), Maxgain Ac-counts, Term Loan account, Demand Loan ac-count, PPF account, Term Deposit accounts such as TDR,STDR,MODs and RD. (Illiterate customer not to be provided with the INB facility as he himself will not be able to use it and will have to depend upon third person to use the facility giving rise to additional risks of perpetuating frauds apart from risks of Phishing/Vishing which are applicable to all types of customers) Internet Banking (INB) Facility for Illiterate Cus-tomers (e-cir 544 dt 25/07/2016) It is clarified that illiterate customers should not be provided Bank’s Internet Banking facility. While necessary development is being made in the CBS to restrict issuance of Net Banking facility to illiterate customers, till such time the functionality is developed, operating functionaries are advised to ensure that INB is not provided to these cus-tomers. They are also advised to select the option “99 : Illiterate” invariably in the field ‘Education Code’ while opening/amending CIF/Accounts of illiterate customers, as this field will be taken into account for restricting issuance of INB to this cat-egory of customers. ▪ Site for Internet Banking www.onlinesbi.com ▪ Site is verified by VeriSign & Secured by 256

bit encryption ▪ Site is maintained by Satyam / SIFY ▪ URL Address for Branch login:

http://192.168.25.52 ▪ PPK stands for Pre Printed Kit. A Packet con-

tains 100 PPKs. ▪ Each PPK has a unique 10 digit Number

▪ First Five Digit of PPK denotes Packet Number ▪ 6th & 7th Digit of PPK denotes Circle Code

(SBI Circle in which PPK will be issued) ▪ 8th & 9th Digit of PPK Denotes Serial Number

(ranging from 00 to 99) ▪ 10th Digit of PPK Denotes Checksum Number ▪ PPK is available for Retail Customers & Khata

Type Corporate Customers ▪ Three types of user rights facility is available

under RINB ▪ View rights only ▪ View and transaction rights ▪ Limited transactions rights ▪ Under Limited Transaction Rights, Customer

can use following features of INB ▪ i) Funds transfer within his/her own accounts ▪ ii) Opening of new deposit accounts under e-

TDR/e-STDR scheme. ▪ iii) Request for opening new accounts under

the same CIF through branch intervention ▪ ENHANCEMENTS/MODIFICATIONS ▪ The following enhancements/modifications

have been done in retail internet banking: ▪ E-TDR / e-STDR for Senior Citizen with additional rate of interest:- The facility enabling senior citizens to open e-TDR/e-STDR with addi-tional rate of interest through internet banking has been introduced. This enables our senior citi-zen customers to open e-TDR/e-STDR without visiting the Branch. The date of birth recorded in CBS is used for age calculation and categorization of customer as senior citizen. ▪ Maturity Instructions Tenor for e-TDR/e-STDR: The functionality has been developed. It allows an internet banking user to give any one of the following maturity instructions while making e-TDR/e-STDR: • Auto renew principal • Auto renew principal and repay interest • Repay principal and interest ▪ E-RD for Limited Transaction Rights Us-ers: The facility for online opening of RD accounts has been extended to internet banking users with Limited Transaction Rights. ▪ Removal of Term Deposit Account and Recurring Deposit Account option from opening of accounts through MIT: The option for opening term deposit account and recurring deposit account through manual intervention has been removed. This has been done as the functionality of making e-TDR/e-STDR/e-RD is fully operational

http://www.onlinesbi.com/

http://192.168.25.52/


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and has gained popularity among internet banking users. ▪ Maximum Limit for creation of e-TDR/e-STDR: The maximum limit for creation of e-TDR/e-STDR has been increased from Rs.10 lacs to Rs.25 lacs. Minor can also be given INB Facility Only with View rights.

▪ Internet banking facility for the visually challenged is introduced in January, 2010 and available to such customer. No additional under-taking should be taken from them for providing INB facility. The following internet banking ser-vices are available to visually challenged custom-ers from the above URL: I. Enquiry of balances and transactions. II. Generation and downloading of statement of accounts III. Transfer of funds within own accounts linked under the username of visu-ally challenged customer.

▪ MIT stands for Manual Intervention Transactions (Transactions for which requests re-ceived from the customer are placed in CBS by the INB system) ▪ Services where No Manual Intervention is required- i)Balance Enquiry ii) Account Statement iii)Fund Transfer to Self Accounts iv)Third Party Fund Transfer v) Inter Bank Payee Fund Transfer vi) PPF transfer vii) E-Tax Payment viii) E-ticketing ix) Bill Payments x) Visa Money Transfer xi) Mak-ing Donations xii) eZ Trade xiii) Setting up Stand-ing Instruction xiv) Issuance of Cheque Book xv) TDS related enquiry xvi) DEMAT Enquiry xvii) Online Application for IPO xviii) Opening of eTDR/eSTDR ▪ Services where Manual Intervention is required- i) Opening of new account (Savings, Cur-rent) ii) Issue of Draft iv) deposit renewal v) clo-sure of loan account ▪ IRATA- INB Request Approval Through ATM-Following requests now may be approved through ATM instead of visiting the branch- (i) Immediate activation of third party and availing full third party transfer limit of Rs.10 lacs instantly (Instead of a cooling period of 4 days from the normal limit Rs.1,00,000/-) (ii) Resetting of login password in the event when the customer has forgotten the profile password. (iii)Unlock User Access DD Through INB request: Time Norms: By Hand (OTC)-10 Minutes, By Courier- Same Day, not later than 3 working days.

e-RD 1. No manual intervention required by branches for opening / closure of recurring deposit account under (e-RD). 2. Domestic, NRE & NRO customers & Staff mem-bers can avail this facility. 3. The online opening / closure facility through e-RD available between 08:00 HRS IST and 20:00 HRS IST. Requests received for e-RD creation /closure beyond this period will be scheduled for next opening hours, if user opts for the same. 4. The RD a/c in INR will be opened in the same name(s) and mode of operation as in the debit a/c from which first installment of e-RD a/c is paid. The customer can select the debit a/c as per his/her choice at the time of opening e-RD, if he/she has more than one transactional accounts mapped to his/her username. 5. The period and minimum amount limit of e-RD will same as mentioned for RD product code in CBS. 6. e-RD will create recurring deposit a/c .In the same session, setting up SI is possible. The SI cre-ated through this process is cancelled automati-cally on online closure / premature closure of e-RD. The SI created (Separately through Internet Banking or through Branch) will need to be cancelled by the customer/Branch. 7. Passbook for e-RD accounts will not be generated online. Customers can print statement of e-RD account through IN Banking/home branch, if they need a passbook for their e-RD accounts. 8. For enquiring current deposit interest rates, a hyperlink of our Corporate Web-site (www.sbi.co.in/ www.statebankofindia.com) has been provided on e-RD request page, 9. Benefit of interest rate to staff will be available only if the debit a/c is categorized as Staff Account in Core & INB database. 10. The e-RD details will contain the e-RD a/c no., debit a/c no. from which the e-RD a/c is funded, period selected by customer, Interest rate and maturity date. The RD accounts not opened through e-RD cannot be closed online through “Close a/c” tab under “e-RD”. 11. The nominee of the selected debit a/c will be retained to e-RD account, if the customer opts for the same. Home branch can set the new nomi-

http://www.sbi.co.in/%20www.statebankofindia.com


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nee(s) on the request of customer after receiving appropriate documents from him/her. 12. Instructions/ rules/guidelines for normal RD account will mutatis mutandis be applicable for e-RD accounts also. ▪ Profile Password is needed to access all links under profile tab. It is created at the time of First Login. ▪ Electronic Bill Payment Facility: Introduc-tion of SBI Insta Pay Service: Insta Pay has been introduced in ‘onlinesbi.com’. The salient features of this product are as under: i) Prior registration with the biller is not required. ii) The customer can make the payment by debit to his account in SBI. iii) A wide variety of billers like electricity and oth-er utility bills, pre-paid / post-paid mobile phones, insurance premium, credit card, DTH and dona-tions are available. ▪ OD Facility- Now RINB customers can avail OD against their TDR/STDR online between 8am to 8 pm. ▪ A customer can change his/her mobile number in INB as well as CBS through INB with the help of ATM Card details and Contact Centre without visiting the branch ▪ Corporate Internet Banking has five vari-ants- KHATA, KHATA PLUS, SARAL, VYAPAR & VISTAAR. ▪ KHATA- Enquiry Only / used for enquiry on all accounts at one branch ▪ KHATA PLUS- Enquiry Only/ used for en-quiry on all accounts at various branches across the country ▪ SARAL-Enquiry and Transaction for small business viz. sole proprietorship, HUF etc. ▪ VYAPAR- Enquiry & transaction / for cor-porate maintaining account at any one SBI Branch. Single Transaction Limit Rs 50.00 Lakh without day cap. Permitted Transactions - Fund Transfer/Third Party Payment/ Inter Bank Pay-ment/Draft Issue/Payment to Registered Suppli-ers/ E-Tax. ▪ VISTAAR- (Complete range of online transactions for corporate maintaining account at multiple branches of SBI) TP Fund Transfer up to Rs 10000.00 Crore per transaction without day cap/ request for issue of Demand Draft - Rs 1.00 crore per transaction/ No limit on No of Transac-tion.

▪ Permitted Transaction: Fund Transfer/Third Party Payment/Inter Bank Pay-ment/Draft Issue/Payment to Registered Suppli-ers/Bulk Upload Facility/E-Tax/DGFT Payments/Customs Payments/ Excise Duty Pay-ments.

RETAIL INTERNET BANKING (RINB) ONLINE FOR-EIGN OUTWARD REMITTANCE PROJECT ‘remXout’ (e-cir:520/2012-13 dt:28/08/2012) The product will be initially available to the RINB users of Metro-Urban Branches. Remittance will be permitted in USD, EUR and GBP. Remittance will initially be restricted to the following 11 coun-tries: (UK, USA, Australia, New Zealand, France, Germany, Japan, Canada, Singapore, South Africa and Hong Kong). A user can make upto 4 remit-tances in a calendar month. A commission of USD10 in INR equivalent would be charged for each remittance. The GMU, Kolkata, will share the commission with the Branches in the ratio of 80:20 on the INR equivalent of commission recov-ered. No commission would be recovered from staff and Bank’s pensioners. The security features and limits applicable for third party transfer in INR will be applicable muta-tis mutandis to Forex remittances also, i.e., (a) Only one third party foreign beneficiary would be added in a calendar day. (b) The beneficiary would be activated on the next day, after a cool-ing period, during which SMSes will be sent at periodic intervals to the user. (c) The aggregate fund transfer limit for the newly added benefi-ciary will be equivalent to forex value of Rs.50, 000/- for the first five days. A user can add upto seven beneficiaries for making outward remit-tances. ▪ Internet Banking Request Approval through ATM (IRATA)- Functionality to approve following INB request (i) Immediate activation of third party and availing full third party transfer limit. (ii) Resetting of login password in the event when the customer has forgotten the profile password. (iii)Unlock User Access


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SBI ANYWHERE- An app meant for using INB in mobile phone. Internet connectivity is required. Special feature- Fund transger & e-Passbook. INTERNET BANKING: GIFT CARD ONLINE PURCHASE FACILITY FOR RETAIL INB CUSTOMERS (e-cir 1396 dated 11/02/2016) The bank has introduced following Image based Gift cards for various occasions:-

i. Anniversary Gift card ii. Birthday Gift card iii. Christmas Gift card iv. Congratulation Gift card v. Diwali Gift card vi. Durga Puja Gift card vii. Id Mubarak Gift card viii. Silver Jubilee wishes Gift card ix. New year Gift card

The steps involved in the activity are as under:- a) Customers, having Retail Internet Banking facility with transaction right will be able to request for Image Based Gift Card. b) The applicant provides his/ her details, beneficiary details, address to which the card will be sent and select the Image. One time password is sent to INB customer for issuance. c) Information is sent to prepaid host for processing the request. d) Image Based Gift Card is created and sent to customer as ‘0’ value card along with the PIN Mailer. e) On receipt of the card, customer logs into Onlinesbi and loads (one-time only) the card. SMS based one-time password (mandatory) is sent to Applicant’s registered Mobile number and after debiting customer’s account the information for top up is sent to Prepaid Host. f) Status of the card and value of top up can be seen from ‘enquiry’ tab. Retail Internet Banking (RINB)

Facility to Register/De-register for receiving Account Statement by e-mail (e-cir 1172 dated 05/12/2016) Presently, internet banking customers are required to visit their home branch to register their request for receiving account statement by e-mail (at periodic intervals like Daily / Weekly / Fortnightly /Monthly /Quarterly /Half-Yearly /Yearly). Branch officials are required to manually register the request of the customer in CBS for facilitating the same. In order to improve customer service and convenience, the captioned facility has now been made available in RINB platform which allows net banking users to register/de-register for receiving account statement through their email ID registered with INB as per the chosen frequency. Retail Internet Banking (RINB): Lodging of Online Request for Issue of Demand Draft (DD) Facility to Select Draft Issuing Branch other than Home Branch (e-cir 1347 dated 09/01/2017) Currently, an RINB user can lodge a request for issue of Demand Draft through Internet banking, which can be collected either from his home branch or receive the draft through courier which is sent on his registered address. It is observed that the net banking user is at disadvantage if he is away from home branch and urgently require a DD to meet his personal/business needs. In order to improve customer service and convenience, the captioned facility has been enhanced to enable the user to select draft issuing branch other than home branch and collect DD personally from the concerned branch. Retail Internet Banking (RINB): Facility for Regis-tration of PAN (Permanent A/c Number) Through MIT (Manual Intervention Transaction) (e-cir 1340 dated 07/01/2017) In order to improve customer service and conven-ience, the captioned facility has now been made available in RINB platform which allows net banking users to lodge their request for registration of PAN in their CIF. The request of the customer for registration of PAN is forwarded to


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home branch for processing through MIT using screen path Other Delivery Channels > Internet Banking > Manual Intervention Transactions > Requests in CBS. The request of the customer needs to be processed within 7 days after which it will expire in the system. There is no automated alert system to inform branch functionaries about such transactions. Branch functionaries have to look for the unprocessed transactions through the following menu at hourly intervals. Retail Internet Banking (RINB): Facility of Cash-less Gifting using State Bank mCASH (e-cir 1339 dated 07/01/2017) In order to promote usage of our Bank’s digital channels for cashless transactions, the State Bank mCASH facility has been enhanced to enable our customers for making cashless gifts to their friends/relatives, etc. on various social and festive occasions, using our net banking platform. A new tab ‘Enquire/Print Gift voucher’ has been provid-ed in State Bank mCASH page for enabling users to view/print Gift voucher, with the same look and feel of traditional Gift vouchers. Internet Banking / State Bank Anywhere Personal : Funds Transfer using Quick Transfer facility (e-cir 406 dated 13/07/2017) Quick Transfer is a functionality available on Internet Banking (INB) and Mobile Banking State Bank Anywhere Personal used for transferring funds instantly (using IMPS) to unregistered Beneficiaries. Post demonetization, the usage of this functionality increased multi-folds as many users started using this option to make small payments and fund transfers. In this regard, the daily limit of Quick Transfer facility was increased from Rs. 10,000/- to Rs. 25,000/- with per transaction limit Capped at Rs. 10,000/-. 2. Details about Quick Transfer: ▪ The Facility available in : Internet Banking Retail Internet Banking (RINB), Corporate Internet Banking – Saral, Mobile banking SBI Anywhere Personal ▪ Transaction Limits : Per transaction Limit: Rs. 10,000/-, Per day limit: Rs. 25,000/-

Timings of the Service: Since Quick Transfer uses IMPS platform for fund transfer, the service is available 24X7, 365 days. ▪ Payment to : SBI and other bank accounts Internet Banking (INB) : Retail & CINB Saral IntraBank & InterBank Fund Transfer : Relaxation in Cap on Addition of Beneficiaries (e-cir 600 dated 30/08/2017) Currently, RINB and CINB Saral users can add and approve only one beneficiary per day in each of the following categories: a) Intra Bank fund Trans-fer b) Interbank fund Transfer c) IMPS fund Trans-fer. The beneficiary is activated by internet banking system within 4 hours, if approved during 6.00 AM to 8.00 PM (IST). Beneficiary approved after 8.00 PM will be activated next day after 8.00 AM (IST). During the first 4 days after activation, user can transfer a total sum of Rs. 1, 00,000/- to the new beneficiary. RINB and CINB Saral users can add more than one beneficiary provided the beneficiary added is ap-proved either through his Branch or State Bank Group ATM. The full transaction limit of Rs.10 lacs will also be available for such beneficiaries approved through Branch or ATM. In this connection, it is observed that due to increased rush at Branches & ATMs post demone-tization, the RINB and CINB Saral users are finding it difficult to visit either their Branch or State Bank Group ATM, for approval of multiple beneficiaries. In order to improve customer convenience and to meet the present requirement of customers for sending online remittance to multiple new benefi-ciaries, in a day, the existing cap on beneficiary registration per day has been relaxed, as given below to facilitate ease of small ticket funds transfer without increasing overall monetary limit of Rs.1.00 lac which is applicable for first four days after activation. Revised Per day limit on addition of new benefi-ciaries for all the three categories has been increased to 3 from existing 1 for RINB Users and 10 from existing 3 for CINB users. STATE BANK BUDDY – MOBILE WALLET


▪ Page 18

Mobile Wallet services in collaboration with Accenture and MasterCard. The target customers for State Bank Buddy include the young genera-tion or GenNext, who are tech savvy, those who want to make payments with ease and on the go and also individuals who are hesitant to expose the entire balance on their accounts while using digital channels for payment. Buddy mobile wallet is available in 13 languages on Android an iOS. After downloading, it has to be registered using mobile number or Face book credentials. To use the wallet, money has to be loaded using debit cards/Net banking/IMPS credentials of account with any Bank. User can ask/ send money, recharge and pay bills, and use facilities like shopping, movies, flight tickets, ho-tels etc. Limits of Buddy are as follows: (sbi.co.in)

Limits per wallet (Rs.)

NIL KYC FULL KYC

Maximum balance at any point of time

20000 50000

Top up through debit cards

5000 (Visa/Mast) 2000 (Rupay)

10000

Total Reload in a month

20000 50000

Total transaction (merchant txn and fund trf): Daily limit: Monthly limit:

15000 20000

50000 100000

Fund transfer (Transfer to ac-count) Per txn limit: Daily limit: Monthly Limit:

2000 2000

20000

5000 5000

25000

RTGS & NEFT ▪ RTGS (Real Time Gross Settlement): This is a system where the processing of funds transfer instructions takes place at the time they are re-ceived (real time). Also the settlement of funds transfer instructions occurs individually on an in-struction by instruction basis (gross settlement). RTGS is the fastest possible interbank money transfer facility available through secure banking channels in India. ▪ NEFT (National Electronic Fund Transfer): This system of fund transfer operates on a De-ferred Net Settlement basis. Fund transfer trans-actions are settled in batches as opposed to the continuous, individual settlement in RTGS. Pres-

ently, NEFT operates in hourly batches from 8 am to 7 pm on week days. ▪ Nationwide Fund transfer system main-tained by RBI for enabling transfer of funds from remitter’s account in a particular bank to the ben-eficiary’s account in another bank anywhere in the country. ▪ Banks can only originate credit transactions ▪ RTGS- Used for high Value remittances of Rs 2.00 Lakh & above / Transactions processed & settled on Real Time Basis / Transactions settled individually & continuously on a transaction by transaction basis / Remittance sent in rounded off rupees. Under normal circumstances the bene-ficiary Bank branch receives the funds in real time as soon as funds are transferred by the remitting Bank. The beneficiary Bank has to credit the beneficiary’s account within 30 minutes of receiving the funds transfer message. If the beneficiary’s bank is unable to credit the beneficiary’s account for any reason, the former will return the money to the remitting bank within 1 hour. Once the amount is received by the remitting bank, it is credited to the remitters ac-count by the branch concerned. ▪ NEFT- NEFT operates in hourly batches. Currently there are twelve settlements from 8 am to 7 pm on week days and five settlements from 8 am to 1 pm on Saturdays. Therefore, the benefi-ciary can expect to get the credit for the transac-tions put through between 8 am to 5 pm on weekdays (between 8 am to 1 pm on Saturdays) on the same day. For transactions settled in the 6 and 7 pm batches on week days and at 1 pm on Saturday, the credit will be afforded either on the same day or on the next working day. If the money cannot be credited for any reason, the beneficiary’s bank has to return the money within next two batches i.e (B+2) to the remitting bank. Once this amount is received back by the remitting bank, the amount is credited to the Remitter's account by the remitting bank. ▪ RTGS Transaction Types: ▪ a) R-41 (Customer to Customer) ▪ b) R-42 (Bank to Bank) ▪ RBI has decided to levy the following charges on the member banks for all outward RTGS transactions like Membership fee (Per month),Transaction fee (Per month),Time varying tariff (Varies on the time of settlement at RBI). From 01/09/2015, timings for RTGS/NEFT:


▪ Page 19

RTGS - On all working days including working Sat-urday (Excluding Sundays / Holidays / 2nd and 4th Saturdays) Customer Transaction- Open for Business : 08:00 hours Cut-off time : 16:30 hours Inter-Bank Transaction- Open for Business : 08:00 hours Cut-off time : 19:45 hours NEFT- On all working days including working Sat-urday (Excluding Sundays / Holidays / 2nd and 4th Saturdays) Customer Transaction – Open for Business : 08:00 hours Cut-off time : 19:00 hours 12 settlements on weekdays - at 08:00, 09:00, 10:00, 11:00, 12:00, 13:00, 14:00, 15:00, 16:00, 17:00, 18:00 and 19:00 hrs. ▪ Time gap for credit to customers: Benefi-ciary bank to afford credit to beneficiary customer within 30 minutes of receiving message. In case of delay, interest to be paid at current repo rate + 2%. (e-Circular No. 826/2013-14) ▪ Time Gap for return of messages: Within 1 hour of receipt of message at MI. In case of de-lay, interest to be paid at current repo + 2%. Data to be maintained for at least 10 years. ▪ Govt Transaction (NEW): Available (Addi-tional Fields are kept in ISO message but not mapped in Converter) Challans are still a prereq-uisite for Govt. Treasuries. RBI’s extant instruction should continue. ▪ IFSC- Indian Financial System Code- It is an alpha numeric code allotted to all RTGS/NEFT enabled branches. It is of 11 characters. ▪ In our Bank, IFSC is designed as SBIN000BBBB

▪ IFS code is available at http://10.0.1.183/ or

“For Bankers” link at http://www.rbi.org.in ▪ Every Message released by a bank to RBI is

assigned a Unique Transaction Reference (UTR)

▪ Inward- NIL

STATE BANK COLLECT The generic e-Payment module ‘i-Collect’ was launched during November, 2010 to provide a fast and convenient mode for online collection of funds for Corporate/Firms/Institution customers. With addition of various payment modes it has been converted into a multi-option payment system (MOPS) and the name changed to ‘State

Bank Collect’. All the branches have been enabled for providing this product. While extending the product to firms/ corporate/institutes, branches should ensure that there is no reputational or legal risk to the Bank. IPv6 Policy An IPv6 policy document called “National IPv6 Deployment Roadmap” for migration from the existing IPv4 (Internet Protocol version 4) to IPv6 (version 6) by all stakeholders in the Government and private sector. According to this policy, all Central and State Government ministries and de-partments, including PSUs, shall start using IPv6 services by March 2012, as the current version of the Internet Protocol (IPv4) has almost run out of addresses. IPv6 has a number of improvements over IPv4, the primary difference being IPv6 uses 128-bit addresses as compared to the 32-bit addresses used by IPv4, and allows for more IP addresses than are available with IPv4. A directive has, therefore, been issued by the Government to all organizations, including banks, to bring their websites on “dual stack” (both on IPv4 and IPv6) on priority, latest by December 2012. The Gov-ernment have also directed that all payment gateways should also be IPv6-ready by December 2012.(e-cir:678/2012-13 dt:06/10/2012)

The Department of Financial Services, Ministry of Finance, Government of India, have now directed that: i. Government organizations should prepare a de-tailed transition plan, by December, 2013, for complete transition to IPv6 (dual stack) by De-cember, 2017, based on the network complexity and equipment/technological life cycles. ii. Government organizations should procure equipment which are also IPv6 ready (Dual Stack) and go for deployment of IPv6 ready (Dual Stack) networks with end to end IPv6 supported applica-tions. The equipment should be either TEC certi-fied or IPv6 ready Logo certified. (e-Cir 753/ 2013-14). CASH DEPOSIT MACHINE (CDM)

http://10.0.1.183/

http://www.rbi.org.in/


▪ Page 20

Cash Deposit Machine is a 'Cash-in kiosk’ that al-lows a customer to deposit loose bank notes. Our customers who own any variant of SBI ATM-cum-Debit Card and SME Insta Deposit Cards are al-lowed to deposit the cash to their mapped ac-count(s). The deposit of Cash is through a bunch of loose notes upto a maximum of 200 pieces at any one instance (50 pieces in case of HCL manu-factured CDMs), which the machine scans for genuineness (quality) and counts Note piece by piece (quantity). The customer can deposit upto a maximum of Rs. 200000/- per transaction. The notes of denomination of Rs. 100/-, Rs. 500/- and Rs. 2000/- can be deposited. CDM/RECYCLERs: MODIFICATION: INCREASE IN PER TRANSACTION LIMIT TO RS. 2 LACS (e-cir 706 & 707 dt 30/08/2016) Our CDMs are capable of accepting up to 200 notes per transaction i.e. Rs. 2.00 lac per transac-tion if a customer deposits Rs. 1000/- denomina-tion notes. However, our CDMs have a per transaction limit of Rs. 49,900/-. In order to further decongest the branches, it has been de-cided to increase the cash deposit limit to Rs. 2.00 lac per transactions in the following type of cards as under:

Type of Card Present Limit Proposed limit

All Debit Cards Rs. 49,900/- per txn

Rs. 2 lac per txn

SME Insta Deposit Cards

Rs. 49,900/- per txn

Rationale: a) These cards are issued to the cus-tomer themselves. b) The cards are linked only to the customer’s accounts held with the Bank. c) The txns are authenticated using a PIN. 3. However, the present per transaction limit of Rs.49, 900/- in Cardless/Debit Card (third party account) and Rs.25, 000/- in GRC linked accounts will remain unchanged. The increase in the transaction limit will enable faster transaction processing, more transactions and reduce queues at CDMs especially at sites attracting our SME In-sta Deposit and Business Debit Card customers. CASH DEPOSIT MACHINES/RECYCLERs

ENHANCEMENT OF FACILITY TO DEPOSIT IN PPF, RD & LOAN ACCOUNTS (e-cir 707 dated 30/08/2016) It has been decided to extend the facility of cash deposits in Loan, PPF and Recurring Deposit ac-counts also through CDMs/Recyclers. GREEN CHANNEL COUNTER Green Channel Counters(GCC) a Cash Deposit Machines (CDM) are innovative channels introduced by the Bank towards changing the behavioral pattern of our customers from traditional way of paper based banking to card based 'Green Banking' focusing on reduction in paper usage as well as saving transaction time. Incidentally, these initiatives save paper, time and resources. As of now, four types of transactions have been enabled through GCC viz. Cash Depos-its, Cash Withdrawals, Funds Transfer, and Regis-tration for Mobile Banking Service. The maximum transaction amount has been fixed as Rs 40,000/-. They may simply walk to the GCC Counter / CDMs swipe their Debit cards and execute the transaction also. Normal branch banking transactions take 4 to 5 minutes for completion, a transaction routed through the GCC / CDM takes less than a minute. GCC and CDM are endeavors to offer ease of transactions to all customers especially senior citi-zens. Moreover, as these facilities do not re-quire / generate any vouchers. There is no pres-sure on the operating staff at the branches for VVR checking. (E-cir: 525/2012-13 dt: 30/08/2012) Standalone Functionality- Funds Transfer and Mobile Registration Transactions through this model are pass through i.e. they do not need approval of SWO. Cash Transactions through GCC machine configured in this fashion will generate a unique reference number for the customer while adding the transaction for approval in a separate queue that is accessible to all SWOs in the branch. Any SWO of the branch can view and approve the transaction on receipt of the reference number slip from the customer. Daily transaction limit on GCC w.e.f. 10th October, 2017, (e-cir 893 dated 02/11/2017): Transaction


▪ Page 21

Type: Cash withdrawal and Fund transfer: Limit Amount: Rs.40, 000/- Nature of limit: Daily combined limit of Rs. 40,000.00 (cash withdrawal and fund transfer).

STATE BANK SME INSTA DEPOSIT CARD (SMEIDC) ENABLED FOR CASH DEPOSIT THROUGH GCC AND CDM In addition to cash deposit through Cash Deposit Machines, this card has been now enabled for cash deposit through Green Channel Counters also.(e-cir:519/2012-13 dt:28/08/2012) User type involved in the Cash module: Vault Custodian – User Type ‘50’. Cash Officer - User Type “60 Teller - User Type “1 Joint custodians are to ensure at close of day that: The balance of cash as per the Vault Register =The balance of cash as per Accountant’s Cash Drawer =The balance of cash as per Branch Cash Balance Account 98903BBBBBC =The physical cash in the Vault. Note: Wherever Cash Box system is enabled, the Cash kept overnight in the cash box is accounted in BGL98912BBBBBC. In such branches, it is to be ensured that the branch closing cash balance is equal to balance in BGL98903BBBBBC plus BGL98912BBBBBC. GREEN REMIT CARD (e-cir 1236 dated 12/02/2014) A non personal card to facilitate non-home cash remitters. May be used at GCC counters and CDMs. Issuance on the basis of one photo and an ID proof. Any is issued to customer/ non custom-er. Maximum Rs 25000/- per transaction and Rs. 1, 00,000/- per month may be remitted. SBI QUICK MISSED CALL BANKING-a new service from the Bank which involves Banking by giving a Missed Call or sending an SMS with pre-defined keywords to pre-defined mobile numbers. Available for SB/CA/Overdraft/Cash-credit accounts. Facilities: i) Balance Inquiry of registered account ii) Mini Statement of registered account iii) Blocking of ATM Card iv) Car/Home Loan features enquiry

Registration: SMS, ‘REG (space) account number' to 09223488888. E.g. REG 12345678901 Balance Enquiry: give a Missed Call or send an SMS ‘BAL' to 09223766666 Mini Statement: give a Missed Call or send an SMS ‘MSTMT' to 09223866666 Blocking ATM Card: SMS ‘BLOCK (space) XXXX’ to 567676 (XXXX represents last 4 digit of the card number). Loan Enquiry: SMS ‘HOME' or ‘CAR' to 09223588888 De-Registration: SMS ‘DREG (space) Account Number' to 09223488888 Further, Apart from this, 6 month e-statement, Education Loan and Home loan interest e-certificate can also be obtained from SBI QUICK app. STATE BANK m-CASH A facility ‘State Bank m-CASH’ for enabling cus-tomers to send small value remittances to benefi-ciaries via contacts i.e. mobile number and email ID has been implemented by the bank Customers can send through Internet Banking, small value remittances up to Rs.1,101/- per transaction with per day limit of Rs.2,202/- and monthly limit of Rs.5,101/- to a third party without registration of beneficiary by entering or populating from contact list, the mobile number or email-ID of the beneficiary. The transactions limit since revised and increased to Rs.2, 501/per txn. Rs.5, 101/per day and Rs.11, 101/per month from the present level. (E-cir 601 dt. 30/08/2017). In order to promote usage of our Bank’s digital channels for cashless transactions, the State Bank mCASH facility has been enhanced to enable our Customers for making cashless gifts to their friends/relatives, etc. on various social and festive occasions, using our net banking platform. A new tab ‘Enquire/Print Gift voucher’ has been provid-ed in State Bank mCASH page for enabling users to view/print Gift voucher, with the same look and feel of traditional gift vouchers. (E-cir 1339 dated 07/01/2017). Resend the Pass code’ and ‘Print Gift Voucher’ link made available under the sub tab ‘Enquire/Print Gift Voucher’, for enabling sender to choose the option ‘Resend the Pass code’ in case the beneficiary has accidentally deleted the SMS/Email from the Bank. Further the sender can


▪ Page 22

select ‘Print Gift Voucher’ option for printing of the pass code on the Gift voucher. (E-cir 601 dt 30/08/2017 STATEBANK MOBICasH (Ref. www.sbi.co.in) State Bank MobiCash is a Mobile Wallet by State Bank of India in association with BSNL. It offers facilities like fund transfer, mobile recharge (BSNL Pre-paid), bill payment (BSNL landline and Post-paid), balance enquiry and mini statement. The wallet available on Smart phones as well as Basic/Feature phones. The wallet can be used in “self-mode” as well as in assisted mode through the help of BSNL CSPs. The wallet can be upgrad-ed to Full-KYC wallet, which offers higher transac-tion limits and cash withdrawal at BSNL CSPs. For more information please vis-ithttp://www.sbimobicash.co.in. Types: State Bank MobiCash Easy (NIL KYC Wal-let) an State Bank MobiCash (Full KYC Wallet) Limit: Particulars MobiCash MobiCash

(Nil KYC Wallet) (Full KYC Wallet) a) Application b) SMS/USSD a) Application b) SMS/USSD 1. Maximum Balance limit per Wallet Rs.10, 000/- Rs.10,000 /- Rs.50,000/- Rs.50,000 /- 2. Fund Transfer Per transaction limit: Rs. 5,000/- Rs. 5,000/- Rs.5, 000 /- Rs.5, 000 /- Daily transaction limit: Rs. 5,000/- Rs. 5,000/- Rs.25, 000/- Rs. 5,000 /- Monthly transaction limit: Rs.20,000/- Rs.15,000 /- Rs.25,000/- Rs.25,000 /- 3. Total Transaction Per transaction limit: Rs.10,000/- Rs.5,000 /- Rs. 25,000/- Rs.5,000 /- Daily transaction limit: Rs.15,000/- Rs.7,500/- Rs. 25,000/- Rs.10,000 /- Monthly transaction limit: Rs.20,000/- Rs. 15,000/- Rs. 50,000/- Rs.25,000 /- 4. Cash in at CSP per transaction: Rs.10,000/- Rs. 10,000 /- Rs.10,000/- Rs.10,000 /- 5. Top up through alternate channels per transaction : Rs.10,000/- Rs. 10,000 /- Rs.10,000 /- Rs.10,000 /-

6. Cash in /Top up through any channel per month: Rs.10,000/- Rs. 10,000/- Rs. 100000/ Rs. 75,000/- 7. Cash out at CSP per transaction Not Allowed Not Allowed Rs.10,000 /- Rs. 5000/- State Bank Virtual Card State Bank Virtual Card, also known as Electronic Card or e-Card, is a prepaid card, in association with Visa, which can be created using the State Bank internet banking facility for e-commerce (online) transactions only. It provides an easy and secure way of transacting online without provid-ing the Primary Card/ Account information to the merchant. Available to all INB customers with transaction rights. Virtual Cards can be used at any merchant location accepting Master Card / Visa Card online, without any difference from a regular plastic Card. Card Type: Visa, Eligibility: All INB Customers with Transaction Rights having PAN registered with the Bank can avail this facility. Min/Max amount of issue: Rs.100/- and Rs. 50,000/-, Frequency of usage (Single / Multi): Single transaction. Card Validity: As soon as the transaction is completed, Or If the card is cancelled. Or Card is not used for 48 hours after creation. (Whichever is earlier?) Domestic use, acceptable at any merchant outlet that has facility for Online Purchase, No charge, Number of cards per customer per day- No limit. ▪ MISC ▪ Central Data Centre (CDC) is located at

Belapur, Navi Mumbai ▪ Disaster Recovery Site is located at Chennai ▪ Front end software used in CBS- Bancslink

(Current Version- 2.9.5) ▪ Posting of Transaction at CDC- Bancs 24 soft-

ware- Procured from FNS Australia ▪ System Integrator- TCS ▪ FNS Taken Over by TCS ▪ Corporate General Ledger (CGL) - Finance one

– Vendor- Comlink USA ▪ Trade Finance Software- CS Exim bills – Ven-

dor – China Systems, Taiwan ▪ Overseas Branches- Finacle- Vendor- Infosys

http://www.sbimobicash.co.in/


▪ Page 23

▪ OFSA- Oracle Financial Services Application Suite- Provides a platform for Asset Liability Management

▪ Treasury Management Solution- Procured from Reuters/Unisys

▪ Our bank has entered into an agreement with Thomas Cook India Ltd (TCIL) a Principal Agent for Money Gram. Under the arrangement, our Branches will payout inward remittances to the public, for the funds remitted from abroad using Money Gram services. This amount will be reimbursed by the Thomas Cook, a principal agent of Money Gram. Our Bank is already offering similar services under Western Union Money Transfer; hence the operational guidelines are similar.(e-cir:516/2013-14)

▪ MAGNETIC INK CHARACTER RECOGNITION (MICR)

In MICR technology the information is printed on the instrument with a special type of ink which is made up of magnetic material. On insertion of the instrument in the machine, the printed infor-mation is read by the machine. MICR system is beneficial as it minimizes chances of error, clearing of cheques becomes easy and transfer of funds becomes faster in order to facilitate opera-tions. For details of MICR branch codes please click on the link below.

MOTO TRANSACTIONS (e-cir 1197 dt 30/12/15) A MOTO transaction is such transaction where a cardholder / card need not be physically present at the time of transaction on PoS terminal. Essentially, segregating such transactions as Card-Not-Present (CNP). b) The merchant may or may not take explicit consent (such as signature, card imprint etc) from a cardholder in manual key entry transactions. Therefore, in majority of cases, an issuer has an automatic chargeback right for card-not-present transactions in absence of cardholder’s signature or card imprint to prove cardholder’s approval of the transaction. c) The merchant may forcefully obtain authoriza-tion for transaction by keying in wrong card num-bers.

State Bank Debit Cards : SbiINTOUCH Tap & Go Debit Card (The contactless Debit Card) e-cir 1341 dt 02/02/2016) Bank launched SbiINTOUCH Tap & Go Debit Card in the month of May 2015. This card has a con-tactless feature which empowers a customer to make contactless payments at all merchant loca-tions where contactless payments are accepted. A customer can make electronic payments by just waving the contactless card near the PoS terminal without any need for dipping or swiping the Card on PoS, thereby the Debit card will not leave the hands of the customer. These cards work on the Near Field Communica-tion (NFC) technology and are secure with EMV contactless standard. As contactless transactions require significantly less time compared to tradi-tional card based transactions, these cards enhances the customer convenience, while at the same time enabling the merchants to process payments faster. The initiative has been launched by the Bank with a view to boost small ticket transactions i.e. transactions at supermarkets, quick service res-taurants and fuel outlets. Salient features of this Card are as under: I. No PIN required if contactless transaction is up to Rs.2000/- per transaction. However, for transactions above Rs.2000/-, PIN will be required and immediately prompted on the terminals. II. The Card will work as a regular CHIP based Deb-it Card and can be used for any contact payment at PoS or for online transactions in the same manner as the existing Debit cards. III. Per day limit for all Contactless transactions is Rs.10, 000/-. Enterprise Wide Loyalty Programme (EWLP) - State Bank Rewardz (e-cir 1437 dated 23/02/2016) With a view to encourage our customers to use more digital channels and avail of more products


▪ Page 24

from us, the scope of the programme has been enhanced significantly and the Debit Card Loyalty Programme (Freedom Rewards) has been upgrad-ed into Enterprise Wide Loyalty Programme named as ‘State Bank Rewardz’ for the State Bank Group. Under the scheme, in addition to use of Debit Card, Reward Points are now being given to the customers for use of various bank products and for their desired behaviors, which are benefi-cial for them as well as for the Bank, such as use of internet banking, mobile banking, cross selling, keeping CASA balances etc., The customers have a very wide variety of options to choose from, for redemption of points such as SBI Gift Card, mobile recharge, DTH recharge, movie tickets, various electronic goods, apparel, other merchandise, bus tickets, flight tickets etc. If the customer wishes to select an item with value more than the value of his accumulated points, this is also possible: he can make the payment partially by redeeming his loyalty points and by paying remaining amount by his Debit Card. The notional value of one Loyalty point is equiva-lent to Re. 0.25 (twenty five paisa). Further, these Loyalty Points expire after 36 month from the date of accrual. CUSTOMER ONE VIEW (COV) e-cir 341 dt 14/06/2016. Integrated Data Strategy, Processing and Man-agement (IDSPM, erstwhile EDWP) department has developed Customer One View (COV) Data Mart, after consolidating the data sourced from Bank’s CBS and Subsidiaries i.e. SBI Credit Card, SBI Demat, SBI Mutual Fund, SBI Life, SBI General and SBI Life Insurance. In COV Data Mart, custom-er’s portfolio summary including his/her exposure in above mentioned business line is prepared and it is augmented with derived information like Cus-tomer profitability, Customer Risk Grade, Cus-tomer Score are stamped to make customer summary more rich and informative. INSTANT MONEY TRANSFER (CARD LESS WITH-DRAWAL FACILITY FROM ATMs) (e-cir 525 dt 20/07/2016) SALIENT FEATURES

A customer can instantly transfer rupee funds to anybody anywhere anytime in India. Only the beneficiary’s mobile number, name and address with PIN code are required to be known to the sender. A one-time mapping of the sender with the bene-ficiary is carried out by the system. Hence, the sender need not provide the name and address for recurring payments. The beneficiary can withdraw money from State Bank Group ATMs to begin with, without using a Debit Card. An IMT once created cannot be cancelled. The beneficiary has to withdraw the whole amount in a single transaction i.e. no partial with-drawals are allowed, at present. THRESHOLD LIMITS There is a minimum transaction limit of Rs. 100/- and multiples of Rs. 100/- thereafter. A maximum of Rs.10,000/- per transaction subject to the monthly cap of Rs. 25,000/- per month per beneficiary as prescribed by RBI will be applied automatically by the system. The maximum amount per sender in a calendar month is Rs.50,000/- and there is a maximum number of 10 beneficiary per sender. SERVICE CHARGES The sender will be charged a nominal fee of Rs. 25/- (Rupees Twenty five only) inclusive of Service Tax per transaction at source. There will be no charges at the beneficiary end. VALIDITY OF THE TRANSACTION The beneficiary has T+2 days to withdraw the IMT else the money will automatically be refunded back to the sender’s account. The Service Charge will not be refunded. CONTACT CENTRE SERVICES (1280 DATED 15/01/2016 & 408 DATED 24/06/2016) Our Bank has introduced its initiative- a 24x7 Con-tact Centre, to improve customer convenience by providing “any time anywhere services”. The


▪ Page 25

services are accessible through two toll free num-bers 1800-11-2211 and 1800-425-3800 and a toll number 080-26599990, in 12 different languages. The services are offered with the help of an out-sourced agency, from four different locations; Vadodara, Bangalore, Agra and Kolkata. 2. The Contact Centre is an effective tool to migrate customers from the Branches for their routine queries, services and small value transac-tions and many of the competitor Banks are utilizing this in a very effective manner. Bank’s Contact Centre is also offering a bouquet of services, many of those very popular amongst customers, as evident from the fact that around Rs.4.00 lacs calls are received by the Contact Centre daily. A number of new services are proposed to be offered through the Contact Cen-tre in near future thus making it a one stop shop for customers for their small financial transactions as well as for non-financial transactions and other information. 3. At present, the following services are available on phone at the Contact Centre: A. General Services:- i. ATM Card Blocking (i.e. Card Hot listing), Card tracking and Card Status and ATM related Complaints. ii. ATM PIN Re-generation request. iii. General information like Branch Contact de-tails, Holiday list, etc. iv. Information on Bank’s Products and Services. v. Support on issues related to Mobile Banking, Internet Banking vi. RTGS/NEFT transaction status enquiries vii. Account Information and balance enquiry viii. Interest rates of Deposit and Advances, Gold and Forex rates. ix. Income Tax Refund Order(ITRO) status to cus-tomers and non customers x. Generation of leads for interested customer for Car loans, Housing loans and Deposit products viz. Saving Bank/ Current/Recurring Deposit/Fixed Deposit Account. The Contact Centre agent inputs caller details like city, contact number and ad-dress in Leads Management System and the leads are allocated to branches on the basis of pin code or district/centre xi. Registration of Complaints in CMS.

B. Phone Banking services:- The customer can request/initiate transaction services, like Intra-bank Funds Transfer, Creation of Fixed Deposits, etc., by calling the Toll/Toll Free numbers of Con-tact Centre. The transactions are put through by the Contact Centre after a valid authentication process, with the help of an interface with CBS. C. Pension Related Services:- The Contact Centre provides details such as basic pension, D.A., medical allowance, other allowances, commuta-tion, Income Tax, Net pension credited and the date of credit along with amount of commutation and gratuity paid to all pensioners drawing pen-sion through SBI including Staff pensioners. D. E-mail services: - Contact Centre responds to emails from customers received on [email protected] and [email protected] E. Services to NRI Customers: - Contact Centre also provides services to NRI customers with the help of 19 International Toll-free numbers (ITFN) in 20 countries (USA & Canada same number). Blocking of ATM Cards issued by our foreign offic-es is handled by the Contact Centre. Services available to NRI customers of Domestic Branches are A/C balance, ATM PIN Re-generation Request, ATM Card blocking, CMS, Remittance status, Lead generation, INB Related queries & trouble shoot-ing, NRI loan & deposit queries, Branch contact details-Foreign office & India, Prepaid card- Block-ing, PIN Regeneration request, transaction details & replacement request. F. Dedicated Toll free numbers for some services: - In order to cater to specific categories of cus-tomers viz. Pensioners, Income Tax Refund Order (ITRO) and PMJDY, there are separate dedicated toll free numbers G. Calling by Contact Centre to Customers (Out-bound Services):- The Contact Centre is being leveraged as an alternate marketing channel and is aiding in recovery of bad assets. The outbound services are as under: i.) Outbound calls are made to prospective customers who have shown interest in Bank’s Products through OCAS, for helping the customers to complete their application form.


▪ Page 26

ii.) Outbound calls to customers who have shown interest in Bank’s products by sending SMS to the designated short /long code for generation of business leads. iii.) Outbound calls for Soft recovery from P seg-ment borrowers in RG-2, RG-3 and RG-4 in non-BPR centers. iv.) Calls to selected SBI customers for marketing of SBI Cards. v.) Calls to Pre-qualified SME units customers for fixing appointments with Bank’s Relationship Managers. vi.) Updation of customer mobile number in CBS/INB/ATM after authenticating the customers who have made their request for Mobile Number Updation through Contact Centre from their Internet Banking account. ▪ Handled by Intelenet Global services.

Eligibility: All personnel segment (Saving and Current) accounts are eligible for Phone Banking. (Joint accounts with E or S or (b) anyone or survi-vors’ modes of operation are also eligible.) ▪ Mobile Number registration is necessary to avail Phone Banking Services. ▪ Ineligible Accounts: The following account holders are NOT ELIGIBLE for Tele-banking facility: i) Minor Accounts ii) Joint Accounts with F or S, L or S or B or S iii) Blocked Account iv) Inoperative Account (Allowed for ‘Stop Pay-

ment of Cheque/s functionality) v) Deaf and Dumb vi) Illiterate vii) Blind viii) Hindu Undivided Family account. However,

Karta of HUF can avail this facility by providing an indemnity.

Transfer of Funds i) Through Phone Banking Services Customer

can transfer funds through Contact Centre within SBI.

ii) Customer need to add beneficiary as own accounts or third party accounts(through IVR)

iii) Beneficiary account will be activated after 24 hours.

iv) For a transaction of more than Rs.5000/- OTP is required

v) OTP can be generated through IVR. Customer need to generate OTP before transferring Funds.

vi) Minimum amount that can transferred is Rs. 100/- and other details are:

Service Max Amount without OTP

Per TXN Per DAY Per Month

Own Account(SBI)

5000 25000 Daily Limit

Third Party A/c (SBI)

5000 10000 50000

Service Max Amount with OTP

Per TXN Per DAY Per Month

Own Account(SBI)

10000 25000 NA

Third Party A/c (SBI)

10000 10000 50000

vii) Timings for transferring funds through

Contact center using Phone banking is 08:00 am to 08:00 PM only.

viii) Transferred amount is credited instantly to beneficiary account.

▪ Further, Phone Banking Registration is now available through: (a) Home Branch (Through Preprinted Erst-while-Tele Banking KIT) (b) SBI group ATM (c) Contact Centre

▪ Password Resetting and Deregistration of Phone Banking can also be done through the Contact Centre.

SBI InCube A Specialized branch to understand and address the banking needs for the start-up business and to help them realize their vision through banking support. The will provide you the best suitable solutions in banking transactions and investments on a robust tech platform customized to your business model. Features: Experienced Relationship Managers, who know the exact solutions for your banking needs,


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•Comprehensive, competitively priced financial products and services, •Integrated online and mobile banking solutions to save time & money, •Curated collection of Financial and Operation tools, •Solutions that streamline receivables and paya‐bles and optimize cash conversion cycle, •Limited advisory on investments, taxation and forex transactions that help optimize liquidity,

capital preservation and return. Such first is opened in Bangalore. Kiosk Banking Business Correspondent (BC) Channel: a. Single Sign-On through CBS b. Online Account Opening Authorization Software Used in Core Banking (e-cir 1107 dt 23/11/2016) With a view to improve the quality of checking of data entered by the CSPs, a provision has been made in CBS to allow access to Kiosk Application by the CBS users with capability level of minimum 5 in CBS. This will provide flexibility to the branch-es to authorize files / records originated by the CSPs. The CBS screen, on the front page displays Kiosk icon. On clicking this icon, Kiosk Application opens and the users can approve or reject opening of account through customer authorization menu. There is a provision to select records, individually or under a range period or Agent ID-wise. On approval, the Kiosk Application generates fic file and sends to CBS for opening of account and on rejection the data moves to CSPs for rectification / refunding of initial deposit and account opening fee to the customer. In case of CSPs having differ-ent link branch and upload branch (FIC model), FIC branch has to approve / reject the records. Financial Inclusion: Issue of RuPay (Debit) Card to FI Customers e-circular 1245 dated 21/12/2016) Revised Instructions (w.e.f. 01.01.2017) i. All F.I. accounts including Minor accounts opened on or after 1st January 2017 will get RuPay Debit Card who give specific consent for issue of RuPay Card. The branches /CSPs will input customer request in the system.

ii. The RuPay Card will be issued and directly dis-patched to the account holder at his / her recorded address through courier. On receipt of the RuPay card, the Customers will visit the CSPs to generate Green PIN after successful biometric authentication. RESERVE BANK OF INDIA GUIDELINES: COVERAGE OF CCTV SURVEILLANCE AT BRANCHES/ATMS (e-cir 1197 dt 13/12/2016)

In view of exchange / Deposit of Specified Bank Notes(SBNs) after Government of India notifica-tion on demonetization of Rs.500/- and Rs.1000/- currency notes, it is desired that the CCTV footage of the branches /ATMs be preserved for longer period with the help of DVDs. In this connection, Indian Banks’ Association has clarified that the Banks should preserve the data for a period longer than 90 days. And hence, CCTV footage data for the period beginning 01/11/2016 onwards should be preserved. No data for the period 01/11/2016 onwards should be over-written or deleted. National Electronic Toll Collection (NETC)-SBI FASTag (e-cir 1517 dated 16/02/2017) Bank has recently introduced, a new product, SBI FASTag, relating to the National Electronic Toll Collection (NETC) Project of National Highways Authority of India (NHAI). SBI FASTag is a Card that employs Radio Frequency Identification (RFID) technology for making toll payments directly from the prepaid or savings/current account linked to it. It is affixed on the windscreen of vehicle and enables Vehicles to drive through toll plazas, without stopping for cash transactions. SBI FASTag can be used presently at all National Highway Toll Plaza’s. State wise List of all Toll Pla-za’s is available on NHAI (National Highways Au-thority of India) web portal. SBI FASTag will drasti-cally reduce the waiting time and dependency on cash at all National Highway Toll Plaza’s and will encourage cashless transactions.


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Types of SBI FASTag: For the purpose of RFIDs, NHAI has divided all types of vehicles into seven categories. SBI Fastag is available for all seven categories with different colors codes. Vehicle owner should use appropri-ate SBI FASTag for his/her vehicle. Issuance fees: a) Rs. 150/- across all categories, including all applicable taxes. b) If the customer is having more than 10 vehicles in a single name and opting for issuance of SBI FASTag issuance fee of Rs. 120/- per tag inclusive of all taxes will be charged. c) Fleet owner/bulk carriers/bus operators, or Corporates hiring large number of vehicles under contract, Taxi/Bus/Truck operators Union, State Road Transport Corporation, having large number of vehicles, Branches/Controllers can approach New Business Department, Corporate Centre, and Mumbai for getting competitive rates. Specifications of SBI FASTAG: It is a 10 x 5 cm, rectangle shape, multi layered tag, which is made out of good quality paper, con-taining chip and antenna inside its layers (as shown below). It is pasted on the wind screen of the vehicle, and through Radio frequency identifi-cation method, the information is read at the toll plaza from the tag. Tag gives convenience and ease while going through toll plaza to the custom-ers along with saving time, fuel and money. Validity of SBI FASTag: The SBI FASTag has no expiry period. Limited KYC FASTag Account This type of FASTag cannot have more than Rs. 20,000/- balance in their FASTag (Prepaid) ac-count. The monthly reload limit is also capped to Rs.20, 000/-. Full KYC FASTag Account This type of FASTag account cannot have more than Rs. 1.00 Lakh balance in their FASTag (pre-paid) account. There is no monthly reload cap in this account.

sbiINTOUCH Branches(e-cir 1478 dated 08/02/2017) This Digital Banking program was initiated under a sub brand named “sbiINTOUCH”, and to start the journey, seven sbiINTOUCH Premium Outlets were opened in six Circles across metros/major cities on July 1, 2014. To continue with the digital journey and increase the reach in a cost effective manner, in May 2015, the Bank launched sbiINTOUCH (previously known as sbiINTOUCH Lite) across India to offer more digitized products and services to Gen-Y and Smart Affluent segment. It was decided to rollout 250 sbiINTOUCH Branches in the first phase. The sbiINTOUCH Branches have the following fea-tures: i. These Branches are a simpler version of sbi-INTOUCH Premium Outlets, provided with a sub-set of digitized services and devices. ii. These Branches are manned by One Officer and One Clerical staff. iii. These are independent Branches. iv. Cash transactions at these Branches are through machines only. v. Unlike the present sbiINTOUCH Premium Outlets, these Branches would be sourcing, open-ing and maintaining customer accounts. Branch Location These sbiINTOUCH Branches are to be rolled out in areas like IT-SEZs, an area with high concentra-tion of Corporate Establishments, posh localities etc. Digital Wall: Digital Wall is a 65 inch touch monitor, which is attached to a regular PC connected to LAN. This can be utilized to display various product features and Power Point Presen-tations. Information of various products of Banks, contents of Gaadi.com and HT Campus are availa-ble on these Digital Wall, providing a unique expe-rience to customers. Branch Staff All sbiINTOUCH Branches will be manned by one Officer and one Clerical Staff. Both the Officer and the Clerk posted in these Branches should, preferably be under 35 years of age. The Officer,


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who, by default will be the Branch Manager, will meet and greet the Customers. Operating Instructions The sbiINTOUCH Branches shall not handle any cash related transactions. However to meet exigencies, it has been decided to link these Branches with an existing regular Branch in its vicinity(as close as possible) for cash related transactions which cannot be carried out at ATMs and CDMs. Cash transactions at the sbiINTOUCH Branches should be carried out through ATM and CDM. In exceptional cases (payment against Cheque etc.), cash transactions may be carried out at the link Branch. Non- home charges are not applicable for customers of sbiINTOUCH Branch when done at the identified link Branch. The following limits are applicable for transactions at link Branch. • Limit on Cash Withdrawal: The customer will not be allowed to withdraw more than Rs 50,000/- in a day through link branch • Third Party Payment: Third party payment through cheque shall not be allowed at the link branch. • Limit on Cash Deposit: The customer will not be allowed to deposit more than Rs 25,000/- in a day at the link branch. Immediate Payment Services (IMPS) Introduction of IMPS as a Remittance option in Branch CBS Channel (e-cir 565 dated 18/08/2017) IMPS System currently allows our Bank customers and prepaid Issuers to carry out transactions through only digital channels. However IMPS has evolved into a multichannel, multi-dimensional instant remittance platform. In order to leverage our branch network across the country, it has been decided to enable bank branch as one of the additional channel for initiat-ing IMPS transactions to provide our customers an additional Inter Bank funds transfer facility which has following advantages: a. Instant remittance of funds to the beneficiary account b. Available on weekends through select Branches operational on weekends.

Features: What is IMPS? Immediate Payment Service (IMPS) is an instant real-time interbank electronic funds transfer system in India What is IMPS Branch Channel? At present IMPS is offered vide Mobile banking Channel, INB Channel. In addition to these chan-nels, the customer visiting any nearest SBI branch can initiate IMPS transaction which will get instantly transferred to other bank’s Account. What are the types of transfers allowed in IMPS through Branch channel? Person to account P2A (Person to Account), by providing Beneficiary IFSC Code and Account no. What are the details required to originate an IMPS through Branch channel? Remitter Account No., Account type. Amount, Beneficiary Account No., Beneficiary Mobile No., Beneficiary Name, Beneficiary bank IFS Code. Is it essential that Beneficiary bank should be NPCI enabled to do IMPS? Yes. The Beneficiary bank should be enabled with NPCI to receive IMPS transfer. http://www.npci.org.in/ bankmember.aspx. What are the benefits of IMPS? ▪ Instant funds transfer ▪ Safe and secure. ▪ 24*7 facility on digital channels and functional

during banking hours even on banking holi-days through select branches.

▪ Can be initiated from Mobile/ Internet / Branch channels.

▪ Debit & Credit Confirmation by SMS What is the Minimum and maximum amount transferred through IMPS? Minimum: Rs.1.00 lac Maximum: Rs. 2.00 lacs, IMPS outward transactions are allowed to transfer collective amount of Rs.2, 00,000/per day. What beneficiary details the customer requires to effect an IMPS remittance from Person to Account? The beneficiary details required are: i) Name of the beneficiary ii) Account Number of the beneficiary iii) IFS Code of the beneficiary bank If the transaction is not completed, will the cus-tomer get his / her money back? When? Yes. In case the IMPS transaction is not completed for any reason technical or business, the reversal of the remitter’s funds will happen immediately. If


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such a transaction becomes a subject matter of reconciliation wherein the fate of transaction is not determined immediately, the reversal of funds will happen in maximum seven days. How does the remitter come to know that his account is debited and funds have been credited in the beneficiary's account? The remitting bank sends a confirmation message to the remitting customer about the transaction initiated by the user. Does the customer need to have a bank account for availing IMPS? Yes, the customer needs to have a bank account with the bank which has enabled this facility. How does a beneficiary come to know of funds being credited to his / her banks account? The beneficiary bank sends a confirmation mes-sage to the beneficiary customer informing him / her of the credit in the account. YONO (Project Lotus Initiative) Digitization Of Account Opening Process (e-cir 934 dated 09/11/2017) Personal Banking: Digital Savings Bank Account Digital Savings Bank Account has been conceptu-alized as a fully digital account which will be opened by customer with very limited interven-tion/assistance by branch personnel. Customers may avail the application based service by down-loading ‘YONO by SBI’ App available on An‐droid/iOS. Users may also access yonosbi.com portal to open this account. Eligibility criteria for opening account a. Resident Individual, aged 18 years and above b. Should be literate, c. Possess a Aadhaar card, with complete ad-dress, and PAN card, d. Only one Digital Savings Account will be permit-ted for a mobile number, e. Should be liable for tax in India only, and no other country/jurisdiction outside India. Features of Digital Savings Account a. No physical account opening form needs to be filled. b. Account will be opened in single name only. c. Nomination is mandatory. d. Customer can visit any branch of his choice for Aadhaar biometric authentication, photo verifica-

tion with the reference number generated through App/portal. e. A single signature on the bar coded Terms and Conditions form would need to be taken, instead of the present multiple signatures. f. Passbook will not be provided in the account. Customer will be sent statement by email on monthly basis. g. A personalized special Platinum Debit Card (with customer’s photo when printed at sbi-INTOUCH branches), branded as Digital Savings Bank A/c will be issued free of cost. The sbi-INTOUCH branch would need to load the platinum debit card meant for Digital Savings Account in Hopper no 7 of DCPK. At sbiINTOUCH branch, af-ter the account has been opened in CBS through YONO branch portal, customer will approach DCPK and select the “Initiate card” option in the menu. h. Retail Internet Banking (RINB) facility will be provided through self registration process. Other features: a. The responsibility of KYC compliance would rest with the Branch opening the account. b. The rules applicable to Regular Savings Bank Account holder regarding AML/CFT & FATCA, KYC updation will be applicable mutatis mutandis to Digital Savings Account also. c. The applicable rate of interest would be same as that of the Bank’s Regular Savings Bank Ac-count. d. Customer who visits sbiINTOUCH branch for opening this account will be able to get personalized Platinum Debit Card instantly. e. Customers who have selected an instant photo debit card option and visit a regular branch for opening the account may be advised to visit near-by sbiINTOUCH branch for opening this account. f. Account holders will be able to convert Digital Savings Account to joint account any time only after converting it to Regular Savings Account. On conversion, facilities offered to Digital Savings Bank Account will be withdrawn. g. For the branches not having the CKYC scanners (Model Numbers HPSJ000S3, HPSJ5000S4 & Fujit-su F17160); the staff would need to scan the terms and conditions form with customer’s signa-ture on it and save it on his computer system. The saved images can be uploaded by using the Drag


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and Drop option or by clicking on Upload button on the branch’s YONO portal screen. h. The customer may call on Customer Care Num-ber of SBI Contact Centre – 1800111101 or email on [email protected] regarding any infor-mation, feedback, query or complaint. i. Branch would need to verify if nomination is recorded in CBS and signature of customer has been uploaded in CBS successfully. If not the branch has to record the nomination in CBS and the signature would need to be scanned from the bar coded terms and conditions form and upload-ed in CBS as per existing signature upload process. j. The bar coded Terms & Conditions form will have to be sent to Document Archival Centre (DAC). k. Account Opening Form, in digital form, will be available in Document Management System (DMS) and can be retrieved from DMS in case of need. Business Rules and Charges A. No free Cheque book/leaves will be given. Digital Savings Bank Account holder will have an option to get a Cheque book any time, at a cost of Rs. 10/- + S.T. per Cheque leaf. The minimum number of Cheque leaves issued will be 10 Cheque leaves per request. B. A personalized special Platinum Debit Card (with customer’s photo), branded as Digital Sav-ings Bank Account will be issued free of cost as against levy of issuance charges of Rs. 300/- + tax-es for Platinum card at present. Following Benefits would be made available on the Card: i) Withdrawal Limit - @ATM Rs. 1 lac, @POS Rs. 2.00 Lacs ii) Personal Accident Insurance (Death Cover) – Rs. 5 Lacs iii) Purchase Protection – up to Rs. 50,000/- iv) For accounts with Quarterly Average Balance Rs. 25,000/- and above, the following additional benefits are proposed: a) Annual maintenance charges of Rs. 250/- p.a. at present applicable on Platinum Card will be waived. b) 25% concessions across the board in scheduled charges levied on services applicable to operation of account. YONO (Project Lotus Initiative)

Digitization Of Account Opening Process (935 dt 09/11/2017) INSTA DIGITAL SAVINGS ACCOUNT Purpose: To facilitate the opening of digital ac-count with no branch intervention. Segment: Personal. Eligibility: a) This account is only for new to Bank custom-ers. b) Indian residents of age above 18 years with a valid Aadhaar Card. c) The Aadhaar to contain the same mobile no. which the customer is presently using as OTP would be triggered at this same number only. d) OTP based Aadhaar (e-KYC) verification service has not been used before to open account with any other Bank/FI. Mode of Operation: Individuals in single mode KYC Requirements: Account can be opened if Aadhaar Card is available. Nomination: Available & mandatory Cheque book: Not available Charges: The service charges will be same as are applicable to Regular Savings Account. Min Balance: The account can be opened with zero balance. The requirement of monthly aver-age balance as applicable to Savings Bank ac-counts will be applicable to this product also. Max balance: The maximum balance in the ac-count can be Rs. One Lakh. Transaction Limit: The limit has been capped at Rs.49, 999/-(Rupees Forty Nine Thousand Nine Hundred and Ninety Nine only ) per transaction Facilities: ▪ ATM Card (Delivered at Correspondence

Address) ▪ SMS Alert ▪ Internet Banking ▪ Number of Accounts: Only one account

can be maintained. Features: ▪ No Branch visit for customers. Paperless account opening. ▪ Insta Savings Account can be opened by a customer using SMS OTP based KYC process from Aadhaar. ▪ OTP will be triggered to the mobile num-ber registered on Aadhaar.


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▪ Customer will have access to the Yono Mobile app/web portal as well as our INB func-tionality. ▪ Customer will be able to transfer funds using NEFT, IMPS, and UPI etc. ▪ Customer will not be able to open FDs, RDs etc. ▪ No loan will be given to the customer un-til she/he completes the Full KYC and upgrades her/his CIF, Account type to a regular category. ▪ Full KYC needs to be completed within 12 months of account opening else the account will get closed and amount will be parked in Banker's cheque account. ▪ A basic Rupay card will be issued to the customer. ▪ In case customer has any active relation-ship with the bank, the Insta Account will not be opened. ▪ Maximum balance that can be maintained in the account at any point of time is Rs. One Lakh only. ▪ The aggregate of all credits in a financial year shall not exceed Rs. Two Lakhs only. ▪ There is no minimum balance require-ment on this account. ▪ No Cash transaction services will be al-lowed in the branch ▪ Cheque book will not be issued to the cus-tomer. Terms & Conditions ▪ The customer needs to confirm that he/she has not used the OTP based Aadhaar (e-KYC) verification to open a bank account with any other Bank. ▪ This account will be a limited KYC account, in which maximum credit balance can be Rs. 1 Lakh only. ▪ PAN number will be obtained and validat-ed with NSDL database for correctness. Suitable declaration will be obtained from customer that he/she is the owner of the PAN and will be re-sponsible for any mismatch/dispute on owner-ship. ▪ The customer agrees to complete her/his full KYC by visiting her/his home branch within 12 months of opening this account.

▪ The customer agrees that failure to complete full KYC within 12 months will lead to her/his account being closed by the Bank.

▪ The customer agrees that if her/his bal-ance in the account exceeds 1 Lakh in a given day, Bank reserves the right to reject the transaction. ▪ The customer agrees that principal amount of deposit account along with the interest accrued (if any) will be payable to her/him only upon completing her/his full KYC. ▪ The customer will not be eligible to get a Cheque book for this account. Further, The customer agrees that she/he will not be able to get the following services from the Bank : a) Cash withdrawal at branch, b) Cheque withdrawal at branch c) The customer agrees that such an account will be subject to regular scrutiny and monitoring from the Bank and Bank shall re-serve the right to completely freeze/debit freeze/close the account at its sole discretion d) If customer fails to provide full KYC for any reason within 1 year of opening the account, she/he un-derstands and agrees that the Bank reserves right to close the account and she/he will have to con-tact the home branch to withdraw the balance, if any, in her/his account. YONO ( Project Lotus Initiative ) CROSS SELLING-SB ICAP SECURITIES (e-cir 965 dt 16/11/2017) SBICAP Securities is a part of Financial Superstore which offers Trading & Demat accounts. In the Phase-I, Trading on YONO is not in scope, howev-er, customers interested for trading will be redi-rected to the SBICAP Securities website. In the later phases, we will explore the possibility of al-lowing customers to trade on YONO. Following is the list of journeys a customer would be able to carry out using YONO for SBICAP Secu-rities: a. Link/View Portfolio: The customer can link their portfolio by selecting an account associated with their Trading account/Demat Account from the dropdown menu and then view his whole portfolio. b. Execute trade: The customer has the option to trade wherein once selected he/she will be redi-rected to the SBICAP Securities site. Customer can then enter their user credentials at the SSL site and start trading. c. Open a Demat / Trading account: The custom-er will be redirected to the SBICAP Securities page for opening a trading account. Before redirecting,


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customer is asked for permission to prefill the ac-count opening form using SBI account details. If opted, customer will be redirected to SSL account opening page with prefilled information. If opted otherwise, customer will be redirected without pre-filed information which needs to be filled by them. After submission of form, reference no. will be generated which can be used to keep track of account opening application. YONO ( Project Lotus Initiative ) CROSS SELLING-SBI LIFE INSURANCE (e-cir 966 dt 16/11/2017) YONO’ (You Only Need One), aims to bring omni-channel experience to customers. Financial Super Store will offer financial products of our JV partners to customers with a view to offer a one view of their holdings and to promote cross-sell. SBI Life Insurance is a part of Financial Superstore which will offer Life Insurance prod-ucts. In the Phase-I, we are offering 06 different Life Insurance products on YONO. Products which will be offered in Phase-I are given below: a) SBI Life-Retire Smart b) SBI Life- Saral Swadhan Plus c) SBI Life-Money Back Gold d) SBI Life-Smart Champ e) SBI Life-Shubh Nivesh f) SBI Life-Smart Wealth Builder For customers who wish to purchase other prod-ucts (either as per need analysis or at their discre-tion) would be directed to visit their nearest SBI branch for completing application process. Over time, more Life Insurance products are supposed to come under the purview of YONO. The following life insurance related journeys are designed on the YONO: a. Purchase new policy b. Linking of viewing of existing Policy (Bancassur-ance Channel). c. Payment of premium from his account d. Fund switch/Fund Redirection for linked ULIP Policies. e. Generation of statement i.e. Premium paid Cer-tificate for last 3 financial year. f. Retrieve an unfinished application

g. Check status of a submitted proposal applica-tion YONO ( Project Lotus Initiative ) CROSS SELLING-SBI CREDIT CARD (e-cir 967 dt 16/11/2017) Financial Super Store will offer financial products of our JV partners to customers with a view to offer a one view of their holdings and to promote cross-sell. SBI Card is a part of Financial Super-store which will offer SBI Card products. In the Phase-I, we are offering 16 different variants of SBI Card. However, in the later phases, more SBI Card products are supposed to come under the purview of the Project Lotus. Products which will be offered on YONO are given below: a. Simply Click SBI Card b. SBI Card Elite c. SBI Card Prime d. Simply Save SBI Card e. STYLEUP contactless card f. Capital first SBI card g. Tata Platinum Card h. Tata Titanium Card i. Air India SBI signature card j. Air India SBI platinum card k. Mumbai Metro SBI Card l. IRCTC SBI Card m. Yatra SBI Card n. Central SBI Select Card o. Central SBI Select+ Card p. Chennai Metro Card The following journeys are going to be undertak-en in SBI Card in Phase-I: a. Recommendation of a card- Application b. Need Analysis c. Browse d. e-Apply e. Application Tracking f. Retrieve Application g. Decision and Documentation h. Linking of cards i. Card payment j. Manage PIN k. Block & Reissue Card l. Rewards m. Transaction History n. International Usage


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YONO (Project Lotus Initiative) FIXED DEPOSIT CREATION :OVERDRAFT AGAINST FIXED DEPOSITS (e-cir 979 dt 20/11/2017) Initially, a few deposit products are revamped and launched in the ‘YONO’. A brief on the processes along with improvements are listed in following section: i. Fixed Deposit: Simplification of the existing Fixed Deposit (e- STDR/e-TDR) creation process, by implementing conversational and assisted functionality and offering intuitive customer expe-rience. Improvements have been brought in the form of elimination of banking jargons like STDR/TDR, add /modify nominee, getting maturity value before confirmation and view interest rate based on profile of customer like senior citizen, staff etc. The option to view interest rate is also available in the app. ii. Tax Saver Fixed Deposit: A simple process with a single entry point for creation of FD as well as TSFD, allowing customer to create a Tax Saver Fixed Deposit in less number of clicks. Add/edit nominee functionality and an option to close online TSFD after lock in period of 5 years is being provided. iii. Overdraft against Fixed Deposit: The new pro-cess intelligently promotes this product at touch points like Fixed Deposit journey. In addition, the process has been made simple involving fewer numbers of clicks. The option to avail an OD against FD is placed intuitively, when a customer (if eligible) proceeds to close the FD or from FD details page. YONO (Project Lotus) OPERATING MODEL POST ACCOUNT OPENING PROCESS: DOCUMENT ARCHIVAL CENTRE (DAC) DOCUMENT MANAGEMENT SYSTEM (DMS) (e-cir 981 dated 20/11/2017) Currently, once the account opening process is completed at the branch, Account Opening Forms (AOFs) are dispatched to LCPC. After completion of account opening process at LCPC (e.g. scrutiny of KYC documents, scanning of signatures, filling non mandatory data, nomination etc.), all the AOFs, move from LCPC to Document Archival Cen-tre (DAC) through a workflow. At present, there are 34 DACs working at different centers, out of

which 14 DACs are linked with LCPC which handle Savings Bank Account Opening Forms. Proposed process: In the proposed processes of Account Opening on ‘YONO’, physical copies of forms obtained viz. AOF, T&C form, Form 60 etc. will directly move from Branch to DAC. The scanned copy of docu-ments, signature and photograph will be digitally stored in DMS. As per cKYC approach, accounts will be opened in deactivated mode and will be activated after the second scrutiny at LCPC. However, for Aadhaar based accounts opened on Digital Banking plat-form Yono, activation will be instant provided the account is opened without any manual interven-tion. Document Archival Centre (DAC): Post account opening the flow of movement of physical documents from Branch to DAC is as un-der: At Branch: a) For DAC workflow, there is a process of Maker and Checker. Branch Manager will create the re-quest in Service Desk for creation/modification of Maker and Checker. b) Branch staff will login into the workflow and the details of physical documents of the account (viz AOF, T&C form, Form 60, DA1 etc.) will be available (auto populated) in workflow. c) A log of each account opened during the day will appear in the workflow at the end of day in the Branch. d) Documents of the accounts opened in a week will be sent to DAC on next Monday or first work-ing day of the coming week. e) Every Monday (or first working day of the week, the Maker of the workflow (Account Open-ing official) and the Service Manager (SM) get an alert notification via workflow that “AOFs ready to be sent to DAC” and the respective packet needs to get created. f) Every Monday (or first working day of the week), the Maker (A/O official) in branch will pre-pare the bunch of AOFs for accounts opened dur-ing previous week and verify each form along with its components in the workflow. The Maker then


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sends the bunch of forms to the Service Manag-er(SM) /Checker. g) The Service Manager(SM)/Checker receive these forms, counts and verify the components of forms with the data available in the work flow. The system will generate unique serial numbers and a packet number (Identifier), which will be printed and pasted on the packet. The packet to be placed inside a “blue” envelope (serving as a “distinguisher”) and dispatched to the relevant DAC by speed post. The speed post tracking num-ber along with date of dispatch will be updated in DAC workflow by the Branch within 5 days. At DAC: 1. The speed post is tracked by Senior Assistant of the DAC. A daily report of packets mis-placed/delayed during transit (if any) is generated to follow up with relevant branch by the above official. Packet is tagged as misplaced/delayed during transit if it doesn’t reach within 7 days of date of dispatch. 2. On receipt of the packet, the Senior Assistant acknowledges the receipt of packet in the work-flow. The workflow assigns the packet to the Rec-ord Keeper and the packet is sent to the Record Keeper for counting along with verifying the com-ponents of the AOF received. 3. The Record Keeper then acknowledges each form along with its components in the work flow. If all the forms are received along with all its com-ponents, the Record Keeper submits the log. The packet is then sent to the Senior Assistant in the Archival Unit (AU) of the DAC. In case any form or a component of the form is found missing, the Record Keeper escalates it to the In-charge Man-agement Unit (MU) who then re-verifies the claim of the Record keeper. If claim is valid, then In-charge MU, clicks on inform branch-A notification goes to the respective Branch Manager, Controller of the branch and the DAC in-charge. The rest of the forms in the packet are then sent to the Sen-ior Assistant (AU) for storage. 4. The workflow then generates a box number in which the said packet is to be stored. The Senior Assistant (AU) then directs the general attendant to place the packet in the box in the place identi-fied by the system. 5. The workflow will generate daily dashboard for monitoring, control and follow up.

6. The documents can also be retrieved by the branch by making a request to DAC through work-flow. The URLs for the e-DAC application are as under: E-DAC Application:- https://workflow.sbi/EDAC Common User Management for New Applications i.e. e-DAC: - https://workflow.sbi/WFUserManagement Document Management System (DMS): Document Management System (DMS) is soft-ware for managing documents for storage, re-trieval, archival and version management. It is a combination of workflow and technology that helps to manage documents and other unstruc-tured information such as email, graphics, audio and video files, office automation documents, forms, reports, and XML (extended mark-up lan-guage). On Omni channel YONO platform the DMS will be used for storing the scanned copy of documents viz. Digital AOF, scanned copy of KYC documents, Terms & Conditions form, Form 60, DA 1, etc. The uploading of document to DMS is part of the pro-cess flows being designed on digital platform. It has been automated in the account opening pro-cesses and clearly defined in account opening workflows. Following functionalities are available in Docu-ment Management System: a) Document Capture / Storage i) Ability to email status of notifications to rele-vant people. ii) Supporting accepting upload from customers App. iii) Support Branch or Back office user to upload the content. iv) Ability to Search, retrieve different versions, version control, management and history etc. v) Ability to search documents based on the dif-ferent parameters identified like CIF number, ac-count number, PAN or Aadhaar Number. b) Document View i) Ability of creation, update, archival, retrieve and delete content. Have the ability at a category level if the document will require a 4-Eye check.

https://workflow.sbi/WFUserManagement


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ii) Define process where If sharing doc with an external agency, 4-Eye check needs to be done by people of 2 different establishment. iii) Un-approved documents will be visible only to authorized people responsible for maintaining those files. iv) All documents will need to be version con-trolled to track the original documents and track the changes. c) Document Preservation/Archival To preserve content against change from dele-tion, ensure integrity and enable readability over time. This includes preserving content as per legal / regulatory mandates from a compliance per-spective and the Records management discipline. d) Access Control: Access control for read, write and modify to be defined at the multiple levels like i) Home Branch ii)Branch Controller iii) LHO/Corporate Center/ Any other Admin office Document Retrieval Process from DMS: All documents stored in DMS can be retrieved with the help of an identifier like Account Num-ber, CIF number or any other parameter marked at the time of uploading. All bank staff with CBS access will be able to ac-cess DMS through the DMS icon in branch Yono portal in app section in CBS and search for the documents. For viewing/ downloading/ printing of documents, the branch staff with capability level of 5 and above (Maker) will send a request which will be authorized by the Checker. The Checker for DMS requests will be the official with CBS capability level 9 in the operating units. In Branch, Branch Manager is assigned capability 9. However, in his absence Branch Manager can delegate authorizing power to some other official by providing capability 9 in CBS. At RBO level, Re-gional Manager will be approver. For other offi-cials at administrative offices, request can be made at service desk for providing the access with the approval from competent authority.

IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SOLUTION (e-cir 462 dt 25/07/2017) In order to harness the benefits of technological innovations for enhancing customer experience and for improving processes and efficiency, im-plementation of a Customer Relationship Man-agement (CRM) solution is an imperative to stay relevant and competitive. Modules in CRM: 1. CRM Lead Module: Comprises Lead genera-tion, assignment and follow up. 2. Sales Module: Comprises Lead & Opportunity Management, Account Management, Perfor-mance Management, Contact Management, Dis-tributor Management, etc. 3. Service Module: Comprises Contact Centre Management, Customer Service (QRC - Query, Request, Complaint) Management, Communica-tion Management, etc. 4. Marketing Module: Comprises Marketing Man-agement, Campaign Creation, Execution & Man-agement, Campaign Response & Analysis, etc. 5. Apart from the above three Modules, CRM will also enable omni-channel and seamless experi-ence for customers and ensure continuity of con-text in their various interactions with the Bank. It will also provide a complete view of customers through Customer 360. Further, Dashboards and Analytical Reports too will be made available for monitoring, control and performance measure-ment which will generate actionable insights, help in business decisions and also policy formulations.