• On-site or Off-site: ATMs that are housed in the branch premises are referred
to as "on-site" and those installed at other locations "off-site" or "off-premises".
• Indoor or Outdoor: ATMs that are placed within a premises or enclosure are
referred to as "indoor" and if installed outside as a drive-in / walk-up facility
referred to as "outdoor".
• Mobile: ATMs set up on vehicles that can move from place to place are used to
provide services at locations where it is difficult to find a suitable site or adequate
potential for placing an ATM is not available. Mobile ATMs are also deployed to
cater to temporary requirements at festival sites, sports events, exhibitions, etc...
• Front or Rear Service Access: Front Access ATMs are serviced (replenishment
of cash, printer roll, etc.) from the front of the ATM whereas Rear Access ATMs
are serviced from the rear. The hood of the ATM accordingly opens either at
the front or at the rear.
• Free Standing or Through-the-Wall: Free standing (Lobby type) ATMs can be
placed in the lobby of branches or in any enclosed area. Through-the-Wall ATMs
are fixed to a wall.
- Operational Modes of ATMs
• Online: When ATM is connected to bank's database and provides online real
time access to customers' accounts, it is said to be "online". At online ATMs,
withdrawals are permitted based on the balance available in the customers'
account up to a pre-fixed limit. This limit is monitored by the ASC.
• Offline: When ATM is not connected to bank's database (Host), it is stated to be
"offline". In this mode, withdrawals are permitted upto the balance in 'Positive
Balance File (PBF)'.
• Stand-alone: When an ATM is not connected to any ATM network, it is said to
be "stand-alone." In this case, transactions at an ATM are restricted to customers
of the ATM branch and its link branches. The stand-alone ATM may be "online"
or "offline".
• Networked: When ATMs are connected to an ATM network, they are said to be
"networked". The advantage of networked ATMs is that cardholders can use
their ATM cards at any of the networked ATMs. This in effect permits "anywhere
anytime" banking. Networked ATMs may be "online" or "offline".
* * * * *
ATM NETWORKING
ATMs are networked to provide cardholders with anywhere, anytime banking services.
An ATM network essentially consists of the following components:
• ATM Switch Centre (ASC) - Hardware and Software: The heart of the ATM
network is an ATM Switch, which is essentially a high capability computer with a
bundle of application software. The main function of the switch is to route
transactions from ATMs to Bank's database and to any external service provider
after authentication.
• Connectivity - The nervous system of the network, which links up the ATMs,
Bank's databases and external service providers with the Switch. Modes of
connectivity include leased lines, VSAT, CDMA and/or other wireless devices.
• Bank has come out with our own dedicated network (State Bank Connect) and
most of the ATMs along with CBS are operating on this network, managed by
Datacraft.
• ATMs - The actual delivery point, which interfaces with the cardholders.
• Branch Database (Host) - The cardholders' branch maintaining their accounts, in
CBS Server.
• External Service Providers - The ATM network may be connected to Associations,
like VISA and MasterCard in order to provide wider reach to cardholders as
also to provide delivery platform to VISA / MasterCard customers in order to
generate revenue. Linkages may also be established with Utilities and other
institutions for providing payment services.
* * * * *
ATM SWITCH CENTRE (ASC)
ATM Switch Centre (ASC) is the hub of the ATM network of the Bank where various
components of ATM Switch are set up. The ASC functions on a 24 x 7 basis.
All activities related to procurement of ATMs, such as drawing up technical
specifications, tendering, short-listing of vendors, negotiation of prices and payments
are carried out centrally through the ASC.
Rates for annual maintenance of ATMs are fixed centrally by Corporate Centre and
advised to Circles.
ASC coordinates with Circles and all service providers for linking of ATMs onto the
network after the physical installation of the ATM at the selected site. In order to
ensure that this process goes through smoothly, Circles have to furnish the details
required as per the ADD HOST and the ADD ATM formats well in advance.
ASC is designated as a branch with the code number 4292 to take care of all
accounting aspects for the network, reconciliation of transactions and settlement of
funds with external service providers. The accounting system has been designed
such that the cash in ATMs across the network (whether in SBI or Associate Bank)
belongs to ATM Branch to facilitate easy accounting and reconciliation of cash. All
accounting entries pertaining to ATM transactions are posted directly. The details of
the accounting entries are given under the appropriate section in this manual.
- Maintenance of Positive Balance File (PBF):
CDC uploads to ASC, day-end balances of all accounts where ATM Cards have
been issued.
- Store and Forward (SAF) Files:
ATM Transactions that take place during the period when CBS branch is offline are
stored in the SAF file at the ATM Switch and are automatically downloaded and
posted when CBS server comes on line.
- Support Services to Branches:
Services provided to branches are described briefly as under:
• CARD MANAGEMENT SERVICES
o Processing of ATM card files received from the debit card vendor, generation of
Embossing and PIN Mailer files and transmitting the same to the card
personalization agency, presently the debit card vendor, o Re-generation of PIN,
o Hot listing of cards received through branches as well as other customer
interfaces (through Contact Centre),
o Attending to customer requests relating to changes in account details,
o De-Hot listing and De-linking of Card/Account
• CASH MANAGEMENT SERVICES
o Opti-cash recommendations to branches (through Managed Services Vendors)
o Advising ATM wise, Hooper wise balance to branches
• ACCOUNTING & RECONCILIATION
o Assistance in reconciliation of accounting entries
o Investigation and resolution of customer complaints
o Providing data through ATM Web
o Maintenance of MIS for card data, transactions data, data for branches /
ATMs, etc.
• TECHNICAL SUPPORT
o Add ATM and Add Host.
o Configuration and activation,
o Restoring connectivity when ATM link is down,
o Development and maintenance of software for various schemes and products
with ATM interfaces
o Helps our Foreign Offices / branches installing ATMs in their countries,
o Coordinate with various vendors for smooth functioning.
- Disaster Recovery Site (DRS)
The Bank has established a Disaster Recovery Site (DRS) at the Local Head Office,
Chennai.
DRS has been set up to take care of any disruption in services at the ASC at
Belapur. The ATM Switch hardware and software have been replicated at DRS. All
the ATM/POS transactions are also replicated at DRS, on line, using extractor /
replicator utility.
In any eventuality, the replicated systems at DRS will take-over the actual operations
to provide uninterrupted services to cardholders.
DR drills are conducted on a regular basis.
* * * * *
ATM PROJECT OF THE BANK
The ATM Project is headed by a General Manager and is assisted by two Deputy
General Managers, the Dy. General Manager (Operations) and the Dy. General
Manager (Strategy). While the Dy. General Manager (Operations) looks after the
ATM Switch Centre and deployment of ATMs, the Dy. General Manager (Strategy)
takes care of the marketing related aspects. Besides one Deputy General
Manager (Alternate channel) is functioning from the corporate centre.
- Role of ATM Project - Operations
• Monitor performance of the ATM Switch
• Monitor and coordinate the facilities management services provided by Financial
Software & Systems (P) Ltd. (FSS), in respect of the ATM Switch, Debit Card
Management Software, and related systems
• Monitor and coordinate the facilities management services provided by Laser
Soft Infosystems (P) Ltd. (LSIL), in respect of the Gateway PC and Reconciliation
software, Core Banking Recon. Software.
• Accounting and reconciliation of ATM transactions.
• Assistance to branches in resolution of complaints from customers
• Reconciliation and settlement of funds with other agencies / banks where bilateral
arrangement exist and Charge-back
• Reconciliation and settlement of funds with MasterCard and VISA, Charge-back
• Formulating systems & procedures, including accounting procedures in respect
of new services
• Monitoring and coordinating with support partners viz. NCR Corporation India
Pvt. Ltd, FSS and Diebold Systems India Pvt. Ltd., for Managed Services; HCL
Comnet, Datacraft and Reliance Infocom for network connectivity.
• As a designated branch, ASC is also subject to Statutory Audit and it has to
ensure that periodical ATM cash verification is carried out by branches, all
accounting entries including cash are reconciled and income from ATM network
is accounted for accurately
• Card/PIN processing
• TMKs generation and dispatch
• ADMIN cards/PIN processing
• Add ATMs/Add Hosts and configuration of new ATMs
• MIS data for SB Group
• Training & imparting knowledge on ATM for SB Group
• Centralised Payments of ATMs, TIS, Managed Services, AMCs and Warranties.
- Role of ATM Project - Strategy
• Formulate plans for deployment of ATMs based on feedback from Channel
Managers and AGMs (ATM) and monitor actual performance
• Formulate locational and ad signage guidelines
• Review implementation of various initiatives and performance
• Drive migration strategy for the channel
• Work out strategies / policies on new functionalities
• Interact and negotiate with Vendors (e.g. Bill-Pay vendors)
• Explore potential / profitability of tie-ups with retail networks (Petrol Pumps,
Supermarkets)
• Marketing and promotion of ATM Channel
• Tie-ups with merchants for debit card acceptance
• Monitor and analyze ATM performance (hits / type of transactions, fee revenue,
breakeven, etc) on weekly / fortnightly basis
• Identify key trends, trouble spots and log reasons from field analysis and share
findings with other strategy groups
• To enhance ATM availability and to reduce the incidence of cash outs
- Role of AGM (ITS) in ATM Project
• Assisting branches in configuration of the branch/ ATM, obtention of ADMIN
cards and Terminal Master Keys (TMK) from ASC and coordination with service
providers during commissioning of ATMs.
• Training and providing hands-on support to the dealing personnel at the branch
• Assistance in trouble shooting whenever required
• Assistance in reconciliation of accounting entries
• Reconciling and reversal of STEPS old outstanding entries.
• Providing connectivity support to ATMs.
- Role of AGM (ATM)/(AC) in ATM Project:
• Finalising suitable sites identified by ZOs for installation of ATMs
• Roll out of ATMs - Putting up recommendations for ATM/TIS for issue of orders.
• Marketing of ATM Services to Utilities, Schools, Colleges, Religious Institutions,
etc.
• Obtaining of RBI approval
• Review performance of existing ATMs and suggest relocation, if required
• Drive for migration of customers from branch counters to ATMs
• Formulate strategies for improving usage of cards
• Conduct training programs for ATM operational issue.
• Oversee performance of Channel Managers/ATM Dosts and take corrective
steps as and when, required
• Monitor TAT (Turn Around Time) for issue of cards and take up with the Card
Issuing Agency, in case of delays.
• Assist branches in resolving customer complaints.
• Monitoring the ATM availability and uptime. Efforts to obtain 99% uptime and
95% availability.
• Providing support to Reconciliation of ATM transactions.
• Obtaining RBI approval in respect of Off-site ATMs.
A Channel Manager normally handles 30-35 ATMs.
Responsibilities:
• Overseeing all business and operational aspects of ATMs under his/her jurisdiction
• Providing support to the linked branches in all ATM-related issues
• Provide support and objective feedback to the Central team in establishment,
maintenance and enhancement of the ATM network in his / her area
• Any other operational issues with respect to ATM functioning
Activities - Strategy:
• To conduct density analysis in his micro market to ascertain adequacy or
otherwise of State Bank ATMs based on market potential and competitor analysis
• To assist AGM (ATM)/(AC) in (a) locational analysis as per location guidelines
for new ATMs and (b) location analysis for existing ATMs - suggesting relocation
where warranted
• To assist AGM (ATM)/(AC) and ZO in negotiations with landlords for ATM
locations.
• To assist ZO and AGM (ATM)/(AC) to liaison with local vendors and local
representatives of Central Vendors
• Overall supervision of TIS work
• To visit all the ATMs / Branches under his jurisdiction at least once a week and
give periodic reports to AGM (ATM)/(AC) in LHO and DGM (ATM Strategy) and
DGM (Operations) at SBGIT Centre.
• To monitor the ambience of ATM Kiosk and maintenance of AC, UPS, etc.
• To observe and report to Corporate Centre the implementation and effectiveness
of ATM migration strategies; specifically,
o Usage of ATM's in his jurisdiction vis-a-vis counter cash traffic.
o Implementation of migration strategies.
o Impact of migration strategies after implementation.
o Distribution of debit cards made for prototype
• To increase the Point of Sale (POS) terminals for debit cards and to increase
the number of merchant acquisitions.
Activities - Operations:
• To maintain liaison with field personnel of vendors to ensure prompt service
• To respond to first / second level escalations on ATM break downs and organize
necessary support for rectification
• To assist branches in troubleshooting
• To interact with Regional Business Heads, ZOCCs and LHO ITS Department for
ATM related matters
• To coordinate with identified local couriers for prompt delivery of cards /PIN
Mailers dispatched through them
• To inform AGM (ATM)/(AC) in LHO and DGM (Operations) at ASC of
deficiencies in performance of any vendor.
• To scrutinize and recommend for payment bills of local vendors, if any
• To co-ordinate with branches to ensure that card requests are uploaded to
Card Vendor promptly.
• To coordinate for introduction of locale specific ATM features and or infrastructure
(e.g., Regional language display, larger capacity UPS, etc.)
• Assist branches in resolving customer complaints.
• Monitoring the ATM availability and uptime. Efforts to obtain 98% uptime and
95% availability.
• Providing support to Reconciliation of ATM transactions and ATM cash.
• Providing support to branches for reversal of STEPS old entries.
- ATM Networking of Associate Banks
Associate Banks' ATMs were included in the network from April 2002.
The pricing of ATMs and Accessories, Site Implementation Services and Managed
Services, Network devices such as VSATs, CDMA, etc are advised to the Associate
Banks after finalisation by the Corporate Centre for the group as a whole.
The target for installation of ATMs for each financial year is finalized for State Bank
group as a whole. In respect of the location of ATMs Associate Banks are required
to coordinate with the Local Head Office concerned to avoid bunching of State
Bank group ATMs. Instructions on signage, look and feel of the site are also uniform
for the entire group.
All instructions relating to ATM Operations and Procedural matters apply to the
group as a whole.
Accounting:
Cash placed in the ATMs of Associate Banks belong to ATM Branch. The credit for
the amount of cash replenished in ATMs is given to respective Associate Bank
Branch ATM Cash balance Account. Likewise, amount of withdrawals by Associate
Bank customers at ATMs is debited to their ATM cash balance account.
Details of ATM transactions by Associate Bank customers (Transaction Log File -
TLF) are given to the Nodal Office of respective Associate Bank, located at Belapur
for downstream processing every day. The responsibility for downstream processing
and reconciliation lies with the Associate Banks. Further, the Nodal Office should
ensure that their Current Account with SBI, Konkan Bhavan Branch is adequately
funded for settlement.
The Cash Balance Certificate of ATMs maintained by Associate Banks:
To be furnished to ASC at the end of each quarter as well as at year-end. Year-end
certificates have to be signed by the Statutory Auditors of the respective branches /
banks containing the clause that their Physical cash tally with the ADMIN balance.
* * * *
SERVICE PROVIDERS
In view of the technical skills required and also since ATM services have to be
made available on 24 X 7 basis, several activities have been outsourced to ensure
Quality of Service.
The Bank has purchased ATMs from the following vendors:
• Diebold Systems Private Ltd.
• NCR Corporation India Pvt. Ltd
• Wincore.
- Card Issue Service Providers
(THE DEBIT CARD VENDOR):
DEI Limited has been entrusted recently with the task of personalisation of cards,
printing of PIN mailers and related activities. The process starts with uploading of
customer data by branches. The data received by the debit card vendor is
checked with the existing database to avoid duplication after which the data is sent
to ASC for generation of card embossing and PIN mailer files. These files are
processed at ASC in such a way that the contents are not visible even to the
operator/processor. The processed files, in turn, are retransmitted in encrypted form
to the debit card vendor for personalization of cards and generation of PIN mailers.
Upon preparation by the debit card vendor, card and PIN mailer are sent to the
customer and the branch respectively through Speed Post.
At CBS branches, the 'ATM Card Request' is selected by the Branch for issuance of
personalised ATM Card. Data is automatically sent at the end of day by Central Data
Centre (CDC), Belapur to the debit card vendor.
The Service Level Agreement (SLA) provides for a TaT' of maximum 7 days from
the date of receipt of the card request data from branch / CDC.
The service provider is also required to advise details of card data that cannot be
processed directly to branches by email within 48 hours of the receipt of the data
file.
In case of queries / problems, the debit card vendor should be contacted with
complete data pertaining to the Card Request.
- DEI Limited: Printing and Despatch of Card / PIN:
The process of card embossing and PIN printing will be entrusted to DEI Limited
soon.
- ATM Maintenance Service Providers (Managed Services)
The Bank has outsourced the management of ATMs on its network to NCR, Diebold
and FSS (3 vendors) in order to ensure 24 X 7 availability and uptime of ATMs.
Under the Managed Services, the vendors take care of the following activities:
• Housekeeping - maintain the ATM kiosk (including electric signage and
surroundings) neat and clean
• First Line Maintenance (FLM) -replenish consumables
• Remote Monitoring of ATMs
• Supply of Consumables - like printer rolls, ribbons without any limit
• Incident Management - alert other service providers and monitor till the problem
is resolved
• Cash Forecasting and Management - give forecast of cash to be kept in ATM
on daily basis to prevent cash outs. This advice is sent to branches by email
• MIS Data - periodic reports on uptime, availability etc
• Caretaker services (optional) - provide security to ATMs and assistance to
customers
As per Service Level Agreements (SLAs) entered into with the Managed Services
(MS) vendors, penalties have been specified where the downtime on account of
machine related problems exceeds the agreed norms.
It should be ensured that the Bank official accompanies the vendor, whenever required.
Whenever the vendor is going to ATM for services without accompanying Bank
officer, such instances are to be reported by the vendor to the concerned Branch.
* * * *
ATM PURCHASE AND INSTALLATION
Prices are fixed centrally by Corporate Centre and financial sanction for the purchase
is obtained from the Executive Committee of Central Board in case of SBI. For
Associate Banks, the financial sanctions are obtained from their respective Boards.
Site selection is primarily the responsibility of Circles. Sites have to be selected for
maximum visibility and footfall. The guidelines for selection of site and taking on
rent are as under:
• Sites should be highly visible i.e. the kiosk should fall within eyesight of persons
passing through that area. The possible locations could be:
• Sites at corner of 2 roads or similar vantage positions: ATM kiosks located at
the corner of two roads are highly visible as people passing by on either road
can see it. Similarly, kiosks located in places like petrol pumps have lot of visibility
as the area is usually surrounded by open space.
• Sites with wide frontage: Sites should have wider frontage i.e. the side facing
the road should be large enough to catch the attention of passersby. To illustrate,
a site with an area of around 100 sq.ft can have a front side of 6 ft and inside
length of 16 ft., or it can have a front side of 10 ft and inside length of 10 ft. As
far as visibility goes, the latter site is preferable as it has wider frontage.
• Placement of signage: Placement of signage can also add to the visibility of a
site. Signage can be placed such that it is visible from a longer distance. Lollypop
signage can be placed in front of the ATM site. It can also be placed at a
distance from the site at a junction indicating the location of the kiosk.
Another important criterion that must be taken into account in selecting an ATM site
is the footfall i.e. the number of people that pass by that site. If the number of
people passing by is high, it is likely to result in larger number of hits. On the other
hand, if the number of people passing by is low, the number of hits is bound to be
low. Possible locations are discussed below:
• Areas with high footfall throughout the day and night: Sites in factory townships,
plants, offices and institutions that function round the clock are likely to have
high footfall.
• Areas with high footfall during certain times of the day: Railway Stations and
Bus Stands used by daily commuters / office-goers have high footfall during specific periods, viz. beginning and end of office hours. To, illustrate, the area
around suburban railway stations are usually crowded from around 8 to 10 am
in the morning, and 5 to 8 pm in the evening on office days.
• Bazars that specialize in certain specific commodities, like cloth market, hardware
market have high footfall from around 11 am to 5 pm, and higher footfall on
holidays.
• Shopping areas where items of daily use, like provisions are sold have high
footfall from 11am to 1 pm and 5 pm to 8 pm.
- Presence at correct location- location to be pin pointed
ATMs should be deployed at the most suitable site within a chosen geographical
area.
To illustrate, if a railway station is considered, the ATM kiosk should be situated
either within or outside the railway station at a place through which large number of
commuters pass by. On the other hand, if the ATM is located in a corner of the
station or in one of the side roads, it may not be easily accessible to customers
and consequently, not used.
It is, therefore, essential that in the tenders called for, the area where the Bank
desires to deploy an ATM is specifically identified. To illustrate, the location should
be specified as, say, 100 meters to the east or west from the main entrance of the
railway station along specified roads, and not general, as, say, X locality (which is a
big area), for which the Bank may end up getting an unsuitable location, at a lower
rent.
- Presence In strategic locations
In order not to lose out on visibility, it is desirable to have ATMs located in areas
that are already crowded with competitors' ATMs. To illustrate, it may be worthwhile
to place ATMs in prominent locations like shopping malls or places of tourist interest
which attract large number of people, although other banks too may have put up
their ATMs.
- Presence in unique locations
It is possible that certain locations may not score high on visibility and footfall but it
may be important for the Bank to locate an ATM there for strategic business reasons
or for image building. This is also acceptable.
• Premium rent: The rent for an ATM site (generally 80 to 120 sq.ft.) in prime
locations may be quoted on a lump sum basis and may not be readily comparable
with the rent for a branch premises of say 2000 to 4000 sq.ft. in the same
locality. In this situation, Circles / Associate Banks may have to consider taking
on rent the site at a premium.
• Special committees: LHOs may set up Special Committees at LHO /ZOs for taking on rent multiple sites belonging to Circle-wide / Centre-wide organizations
/ institutions. To illustrate, a state level transport corporation will have bus depots
across the State.
• Signing on good sites in advance: Some times, the Bank may lose out good
sites if it is not taken on rent immediately. Such sites should be signed up even
if it means paying the rent for a few months without actually using the space.
The number of hits generated on each ATM- both average and peak- should be
studied since installation. The number of cards that have been issued by the branch
to which the ATM is attached should also be considered. Where the performance is
very poor and potential is bleak, a decision should be taken to relocate the ATM
unless it is required for strategic business reasons or as an image building tool.
Where the average hits has crossed 250 per day and number of cards issued is
showing an increasing trend, decision should be taken to install a second ATM.
This will help prevent building up of large queues in front of ATMs and the consequent
inconvenience to customers.
* * * *
BRANCH SETUP
The following items of hardware, cabling equipments and related software are
required to be installed at the ATM host branch:
No extra hardware / software are required at CBS Branches. The Circle's ITSS
department will meet any support requirements.
- 13.02 Terminal Master Keys (TMK)
• Branch has to obtain 2 TMKs (ATM specific) from ASC which are essentially
alphanumeric codes that has to be input into the ATM for making it live.
• TMKs may be required subsequently also to make the ATM live in case it goes
down.
• Application for TMKs (TMK1 and TMK2) should be made through Circle authorities
to ASC well in advance.
• Once the TMKs are received at the branch, these have to be entered in the
Branch Documents Register.
• TMK1 and TMK2 to be kept in the custody of two different officials.
• It is to be ensured that an official who has held TMK1 is never given custody of
TMK2. The TMKs are also not to be disclosed by the officials holding them to
any other person and must be input by them personally.
• In case any of the officials holding custody of TMK is not available due to
leave/ absence / incapacitation, etc., custody of the TMK should be given to
other available official in accordance with the guidelines mentioned above.
Branch / ATM specific details including IP addresses are required by ASC for
configuring the Host / ATM on the ATM Switch. These details are to be furnished in
the ADD HOST / ADD ATM formats through the ATM Web. Annexure IV and V may
also be used for this purpose.
Branches have to make a request to ASC for ATM specific Admin Cards through
Circle authorities and obtain these well in advance. The Admin cards are sent by
the debit card vendor to Branches directly.
Admin Card is received in two sets. One set is kept as a backup card while the
other is used for daily operations (The backup card should also be tested periodically to ensure that it works).
Details of Admin Cards and its PIN Mailers have to be entered in the Branch
Documents Register. The backup set is kept in the custody of the joint custodian
(Accounts) while the other is kept with the ATM Officer.
The Admin Card is used in the ATM for reporting details of Cash Replenishment
directly to ASC. This activity is called Admin Function. As such, Admin Function has
to be performed each time cash is replenished in the ATM.
In case one of the Admin card is damaged / misplaced / lost, branches should
immediately arrange to obtain another Admin Card through ASC and use the second
card in the meantime.
Any cash replenishment done without Admin function will not be accounted for at
ASC and resultantly, insurance claims will not be tenable.
- Maintenance of Off Site ATMs
Currency Administration Cell (CAC), one of the BPR initiatives are progressively
taking over the task of replenishing cash in off-site ATMs. In the process, the original
home branch becomes a card-issuing branch with no 'linkage' to their off-site ATMs.
However, there are following tasks to be performed, which are not related to cash,
remain with the said branches:
• Payment of Monthly rents and electricity charges;
• Custody of leased agreement, licenses;
• Upkeep of items not covered by AMC, etc.
While CAC manual provides for the original home branches to continue to perform
the above functions, the BPR team has reviewed the position and decided that the
above tasks can be taken over by the respective Zonal Offices. Official-in-charge of
ATMs at Zonal Office with the assistance of Channel Managers can perform these
functions. Accordingly, payment of monthly rents/lease rental, electricity and other
related charges, custody of related agreements and their renewal, upkeep of items
not covered by AMC in respect of the site, etc. can be taken over by Zonal Office.
Journal print contains particulars of all the events that have taken place in the ATM.
The journal is, therefore, useful for verifying details of transactions in case of disputes.
The journal and all the reports generated are to be retained date-wise for a period
of 8 years.
In respect of ATMs installed after 2006, Branches are required to take floppy back
up of Journal Log as these ATM have Thermal Paper Printer (inkjet printer). The
printing on thermal paper fades over a period of time, necessitating floppy backup.
- STORING OF ELECTRONIC JOURNALS (EJ) ON FLOPPIES BY ATM BRANCHES
Phase-V rollout of 3000 ATMs supplied by M/s NCR Corporation has commenced
from December 2006. These ATMs and phase VI roll out ATMs to be supplied by
Diebold and NCR have Thermal Paper Printer, instead of Dot Matrix Printer for
printing the transaction journal on regular paper. Data printed on thermal paper fades
over a period of time and as such, retention of journal data on thermal paper for
longer period will be difficult.
On the other hand, as per the "Bankers' Book of Evidence Act of 1891" and
"Information Technology Act of 2000", the transaction details will have to be retained
by us for 8 years in the electronic form.
To overcome the problems posed by thermal paper printer and for retention of
transaction data for 8 years, a procedure for taking the backup of Journal Log data
on the floppy and storing the same on the Branch PC with the facility of CD Writer
has been prescribed.
The facility to bring the journal data electronically to a central server i.e. 'EJ pulling'
is also being taken up as an alternative. Till such time 'EJ pulling' is ready for
deployment, backup of Electronic Journal on floppies from the ATM and copy the
data on a PC at the ATM Branch has been implemented.
Various roles to be performed in respect of ATM matters are detailed here. While
the roles may be performed by different officials, it is also possible to combine
some of the functions, depending on the availability of officials in a branch.
ATM Officer is a point of contact for customers as well as different service providers.
He also handles all the system related work pertaining to ATM.
ATM Joint Custodians are responsible for replenishing cash in the ATM. They have
to ensure that adequate ATM fit currency notes of the required denominations are
replenished in ATM. They must perform the Admin Function; each time cash is
replenished in the ATM and ensure that Admin cash tallies with physical Cash.
- Custodian of Undelivered ATM Cards
Custodian of Undelivered ATM Cards is responsible for ensuring that the cards sent
by the debit card vendor to the branch are actually received, card details are
recorded in a portion of the ATM Cards Issued Register and cards are delivered
against identification and safe custody of the undelivered cards. Normally,
Branches get such cards that could not be delivered to customers directly, and
cards issued under special schemes.
The card custodian cannot be a Custodian of PIN Mailers under any circumstances.
The Cards, lying undelivered for a period of 45 days are to be recorded in the
Register and Hotlisted.
Custodian of PIN Mailers is responsible for ensuring that the PIN Mailers sent by
the debit card vendor to the branch are actually received, recorded in the PIN Mailer
Custody Register, delivery of PIN Mailers is made to the cardholders against
identification and acknowledgement, and safe custody of undelivered PIN Mailers.
PINs and cards are to be held by two different officials.
The PIN mailers, not delivered for a period of 45 days are to be recorded in the
Register and destroyed effectively.
ATM Dost - Greeter is responsible for popularizing the ATM Channel and assisting
customers in their migration to this channel. Briefly, his functions are:
• Inform / educate customers on availability and benefits of ATMs
• Motivate customers to apply for ATM Card
• Guide customers in their first use of ATMs
• Promote migration of customers to ATM Channel
• Respond to customer queries
• Communicate new services available through ATM
• Ensure that promotional materials are in place
- Terminal Master Keys (TMKs)
TMKs are used for making an ATM live and must be recorded in Branch Documents
Register.
All the keys are to be entered in the Branch Key Register and handed over to the
official concerned against acknowledgement. Whenever these keys are handed over/
taken over, proper record and acknowledgement should be made in this register.
The duplicate keys, except combinations should be kept as per the procedure
prescribed for branch duplicate keys.
It is used to access the inside of an ATM. This key is to be kept in the custody of
one of the joint custodians, preferably the custodian handling the Admin Function.
The safe can be accessed only after the hood is opened. The safe door has a
combination lock. Each joint custodian holds one key or combination.
Combination Keys (passwords) are used by the joint custodians and are to be kept
in sealed covers, duly recorded in the Branch Documents Register for use in case
of emergency due to the absence of any of the joint custodians. In all such cases
where the user of the combination key changes, the combination key should also
be changed. Recording of all such events must be made in the Branch Documents
Register and reported to Controllers.
It should be borne in mind that if the password is lost / forgotten (In the absence of
the above arrangement or otherwise) it would cost substantial amount to the Bank
to break open and replace the chest door. During the process, the cash in the
chest may also get damaged.
When joint custodians proceed on leave for short duration, say, one or two days,
the cash may be replenished before they go on leave. The password need not be
disclosed to the reliever in such cases. Only in emergency, the sealed cover should
be opened. The combination should be changed whenever the sealed cover is
opened. It should be ensured that the combination lock password is changed once
in every six months.
- Keys to Cassettes and Depository:
Currency and Divert cassettes, and the Depository are locked and the keys are to
be kept in the custody of the Joint Custodian (Cash).
As per the current arrangement, branches receive recommendations for cash
replenishment everyday from the Management Centre by email.
Branches are required to access emails on a daily basis and ensure that cash
replenishment in ATMs is done as per the 'Opti-Cash' recommendations received.
In case of need, Management Centre can also be contacted on their toll free numbers
(1. NCR: 1800-225-6580; 2. DIEBOLD: 1800-222-653; 3. FSS: 1800-425-5556) to
ascertain the amount of cash to be kept in the ATM.
In case of holidays continuing for two or three days, branch should load adequate
amount of cash in advance as forecast by the Management Centre.
As far as possible, new currency notes are to be used for ATM. Where new notes
are not available, ATM fit notes ONLY should be used. Currency fanning is a must,
either by hand or through counting machine in all four directions, in order to avoid
currency jams while dispensing.
Replenishment is the responsibility of the ATM Branch / Currency Administration
Cell (CAC).
The verification procedure involves tallying of physical cash in the ATM with the
counters in the Supervisory Mode and the Admin Balance. The activity must be
duly recorded in the Register for Cash Loading in the ATM.
Branches are required to ensure that the cash held in ATM is verified periodically,
in addition to the daily verification by the Joint Custodians of the ATM Branch /
Currency Administration Cell, depending upon who is replenishing the Cash.
The ATM cash is to be verified by the Branch Manager at irregular monthly intervals
and quarterly, by a third official deputed by the Controller. Controllers should verify during
their Branch visits that prescribed procedure for ATM Cash Verification is followed.
The ATM Cash and related Accounts are now part of verification audit by the Circle
Auditors, Inspection and Audit Department Officials and Statutory Auditors.
- Insurance of cash in ATMs
Insurance for cash in ATM is done in the same manner as other cash and valuables
outside the strong room at the branch. For the purpose, Branch has to furnish a
report to the LHO in the prescribed format, incorporating the particulars about ATM
cash together with the limit. Normally, a cover for Rs. 40.00 lakhs is taken for the
cash in ATM. It is the responsibility of the branch to ensure that cash in ATM is fully
insured irrespective of branch retention limit. Transit insurance cover should be
ensured by submitting the required format to the Controllers monthly.
- Roles and Responsibilities
-
Branch Manager Security Related:
• Terminal Master Keys and Admin cards must be entered in the Branch Document
Register with their Serial Numbers.
• Joint Custodians' passwords (for the combination lock) should be kept in separate
sealed covers in his personal safe.
• Combination Lock numbers should be changed periodically, and also whenever
there is a change in incumbency of the joint custodian(s).
Card Related:
• Ensure that PIN Mailers, Replacement and Undelivered Cards received at the
branch are crosschecked with the covering letter from the debit card vendor.
• Ensure that PIN Mailers and Cards are kept in the custody of two different
officials and the details of these items are properly recorded in a register.
• Ensure that PIN Mailer/Cards held at the branch are verified periodically with
the register.
• Keep track of application sent for new cards.
Accounting Related:
• Ensure that the Joint Custodians verify cash whenever they replenish cash and
this is suitably recorded in the prescribed register.
• Ensure that the branch maintains Cash Replenishment Register and it is verified
at periodic intervals.
• Ensure that the Journal Print Log (JP Log for ATMs installed upto Phase IV) or
eJ for Phase V and VI ATMs (where "Thermal Paper" is used for Journal Printing)
and "Asaan" ATMs, is preserved at the Branch for a period of 8 years.
• Ensure that the entries in Suspense accounts on account of customer complaint
settlements done on the basis of e-circular 221 of 01.08.2006 is zeroised by
making recoveries from respective customers' accounts.
• Ensure that BGL accounts 98581 and 98582 are reconciled on a daily basis.
ATM Kiosk Related:
• Periodical visits to ATM Kiosks to verify customer facilities, ambience and security.
• AMCs for UPS / AC and First Line Management are always kept current and
periodical maintenance is done by the vendors.
• Ensure that the Video Surveillance System in the ATM Kiosk (wherever provided)
is working properly.
• Ensure that NCR has enabled / installed Electronic Journal (eJ) in the ATMs
and journal is preserved as soft copy instead of hard copy.
• Access is provided to service providers for solving problems.
• All notices and promotional material for customer information prescribed by ATM
Project are displayed in ATM kiosks.
Customer Service Related:
• Ensure that disputes raised by customers are resolved promptly.
• Ensure delivery of cards to customers within the prescribed Turn Around Time
(TAT).
• Contact Centre number and the ATM Officer's contact telephone numbers are
invariably displayed in the ATM Kiosk for the benefit of customers.
• Ensure that captured cards of other banks under bilateral arrangements are
effectively destroyed.
- Joint Custodians Admin Function:
• Ensure security of the Admin Card and confidentiality of PIN.
• Ensure PIN is changed periodically and whenever there is a change in
incumbency.
• Ensure Admin Function is carried out using the Admin Card whenever cash is
replenished in ATM.
• Ensure that photocopy of the Admin Balance enquiry slips are pasted in a register
and are signed by both the joint custodians.
• In case an official is holding multiple Admin Cards (for multiple ATMs), cards
should be kept separately to avoid damage to the magnetic stripes.
• Any "Cash Decrease" through "ADMIN Function" performed by the joint custodians
should be approved by the Branch Manager and noted in the Cash
Replenishment Register.
Cash Handling:
• Ensure cash is placed in the ATMs as per "Opti-cash" recommendations received
from the respective Management Centre.
• Ensure that back-up register for cash replenishment is maintained.
• Ensure that physical cash is verified, whenever cash is replenished and also,
whenever complaint is received regarding non-dispensation or short dispensation
of cash.
• Account for cash found excess / short on the day it is detected.
• Ensure that excess cash found in ATM is parked in Sundry Deposit account.
When a customer makes a claim, the amount can be refunded after proper
enquiry. Such settlements should be done expeditiously.
• Ensure that cash shortage located in ATM is parked in Suspense account on
the same day and reconciled/reversed expeditiously.
• Ensure that physical cash balance in the ATM tallies with the Admin Balance.
• Report details of rectification entries put through in respect of the cash
replenishment to controllers.
Accounting:
• Reconcile ATM Excess / Short account in ATM on a daily basis.
• Ensure quick settlement of customer disputes. In respect of claims where cash
is short dispensed / not dispensed, matter to be investigated and rectification
entries passed expeditiously.
• Ensure that the Journal Print Log (JP Log for ATMs installed upto Phase IV) or
eJ for Phase V and VI ATMs (where "Thermal Paper" is used for Journal Printing)
and "Asaan" ATMs, is preserved at the Branch for a period of 8 years.
• Ensure that the entries in suspense account on account of customer complaint
settlement done on the basis of e-circular 221 of 01.08.2006 is zeroed by making
recoveries from respective customers' accounts.
• Ensure that entries in BGL accounts 98581 and 98582 are put through as
reversal credit / debit entries.
- ATM Officers Card Related:
• Ensure that all applications for issuance for ATM cards are entered in the ATM
Card Issued Register.
• Ensure verification of card application data before transmitting card data files to
the debit card vendor.
• Ensure that Card Data files for new and replacement cards are sent as separate
files.
• Ensure that ATM flag is set to T as soon as the PIN is delivered to the customer.
• Ensure that Hot Card request is submitted to Contact Centre immediately and
the "Ticket Number" recorded.
• Ensure that multiple communications are not sent for PIN regeneration. Otherwise
multiple PINs may be generated and the cardholder may not be able to operate.
• Ensure that cards /PIN mailers received at branch are verified, recorded and
kept in the custody of two different officials.
• Ensure delivery of PIN mailers and cards to customers against identification
and acknowledgement.
Transactions Related:
• Ensure that the Journal Print Log (JP Log for ATMs installed upto Phase IV) or
'eJ' for Phase V and VI ATMs (where "Thermal Paper" is used for Journal Printing)
and "Asaan" ATMs is preserved at the Branch for a period of 8 years.
• Ensure that entries in BGL accounts 98581 and 98582 are put through as
reversal credit / debit entries.
Customer Service Related:
• Ensure quick resolution of customer disputes.
• Educate customers about the security aspects of ATM usage, including nondisclosure
of PIN, destruction of transaction slips, etc.
• Maintain liaison with various vendors to ensure ATM availability and uptime. In
case of any problems, the matter has to be taken up with the Management
Centre and the appropriate vendor. The matter must be escalated until it is
resolved.
• Ensure that Journal Printer / Receipt Printer ribbon is changed at regular intervals
for better print quality.
- Undelivered PIN mailers and Cards
Holding PIN mailer and cards is fraught with risk. It has already been indicated that
the PIN mailers and undelivered cards are to be held in the custody of two different
officials in the branch. In case the customer does not take delivery of the card and
the PIN mailer, the branch should take the following action:
• All PINs, lying undelivered for more than 45 days should be effectively destroyed
after recording in ATM cards / PINs destroyed register to be maintained on the
lines of Security Forms Destroyed Register. All cards pertaining to such destroyed
PINs may be blocked / deactivated as a measure of abundant precaution.
• In such cases, whenever customer calls on the branch for the delivery of either
PIN or card, as the case may be, card may be delivered immediately and
customer may be requested to collect the PIN after 4 days explaining suitably
the reasons for fresh PIN. The branch can send requisition for issue of fresh
PIN as well as for reactivation of card. Fresh PIN will be generated and sent to
the branch within 3 days.
* * * * *
PRODUCTS AND SERVICES
-
ATM-cum-DEBIT CARD viz. State Bank Cashplus Card:
The ATM-cum-DEBIT CARD (State Bank Cashp/us Card) is a multi-purpose card
valid in India and Nepal for Cash withdrawals and various other Services in ATMs,
as also at Merchant Establishments (ME) for payment towards purchases made.
Following facilities / services are offered with ATM-cum-Debit Card:
• Cash Withdrawal from ATM - Rs.40,000/-, maximum per day.
• Point of Sale (POS) Transactions at ME - Rs.50,000/-, maximum per day.
• Card-to-Card Funds Transfers - No Limit.
• Fee Payments / Utility Bill Payments / Temple Donations - No Limit.
• Balance Enquiry.
• Mini Statement and PIN change facility available at State Bank ATMs only.
• Cardholder can undertake transactions through Internet for ticketing, e-commerce,
bill payment and balance transfers, etc.
PIN is required to be entered for Cash withdrawals and Services at the ATM,
Signature and PIN both are required at Points of Sale (POS) viz. MEs.
-
State Bank Cashp/us International Card:
Valid for use in India and the world over at State Bank ATMs, Other ATMs bearing
'Maestro logo'. All Savings Bank / Current Account holders including NRE A/c but
excluding NRO account holders are eligible for issuance of State Bank Cashp/us
International Card.
Following facilities / services are offered with ATM-cum-Debit Card:
• Cash Withdrawal from ATM - Rs.45,000/-, (in India) and USD 1,000/- (Abroad)
maximum per day.
• Point of Sale (POS) Transactions at ME - Rs.100,000/- (in India) and USD
2,000/- (Abroad) maximum per day.
• Card-to-Card Funds Transfers - No Limit (Transactions permitted in INR in India
only). Beneficiary should be a domestic Card and account Holder.
• Fee Payments / Utility Bill Payments / Temple Donations - No Limit (Transactions
permitted in INR in India only).
• Balance Enquiry.
• Mini Statement and PIN change facility available at State Bank ATMs only.
• Purchase protection upto Rs.5,000/- and Personal Accident cover up to
Rs.2,00,000/- is provided.
• Cardholder can undertake transactions through Internet for ticketing, e-commerce,
bill payment and balance transfers, etc.
SBI GOLD DEBIT CARD is a signature based internationally usable debit card with
a higher daily Cash withdrawal limit, specifically targeted for the 'mass affluent'
segment of the Personal Banking clientele. Valid for use in India and the world over
at State Bank ATMs, Other ATMs bearing 'Maestro logo', Payment for purchases at
over 264000 POS terminals in India and 10.5 million worldwide outlets displaying
the 'Maestro' logo.
SBI GOLD DEBIT CARD can be issued to customers maintaining quarterly average
balance of Rs.50,000/- or more. BM / MoD has discretion to issue the card to other
customers having valuable connections.
PIN is required to be entered for Cash withdrawals and Services at the ATM, Only
Signature is required at Points of Sale (POS) viz. MEs.
The Cardholder has to make one successful transaction using the ATM PIN at an
ATM in order to activate the card for POS transactions.
Following facilities / services are offered with ATM-cum-Debit Card:
• Cash Withdrawal from ATM - Rs.50,000/- (in India) and USD 1,000/- (Abroad)
maximum per day.
• Point of Sale (POS) Transactions at ME - Rs.200,000/- (in India) and USD
4,000/- (Abroad), maximum per day.
• Card-to-Card Funds Transfers - No Limit (Transactions permitted in INR in India
only). Beneficiary should be a domestic card and account holder.
• Fee Payments / Utility Bill Payments / Temple Donations - No Limit (Transactions
permitted in INR in India only).
• Balance Enquiry.
• Mini Statement and PIN change is available at State Bank ATMs only.
• Complimentary Insurance of Rs. 200,000/- for accidental death only is available
and Rs. 5,000 against theft and damage for 90 days from the date of purchase.
• Loyalty Points @ 1 point equivalent to Re. 0.25 on POS transactions of Rs 100
convertible into cash back at quarterly intervals.
• Free funds Transfer from one account to another up to a daily limit of
Rs.25,000/-, subject to 4 transfers with a monthly cap of Rs. 100,000/-
• Cardholder can undertake transactions through Internet for ticketing, e-commerce,
bill payment and balance transfers, etc.
- Visa Gold International DEBIT Card
A signature based internationally usable debit card issued on VISA platform with a
higher daily Cash withdrawal limit, specifically targeted for the 'mass affluent' segment
of the Personal Banking clientele. Valid for use in India and the world over at State
Bank ATMs and Other ATMs bearing 'VISA logo.
VISA GOLD INTERNATIONAL DEBIT CARD can be issued to customers
maintaining quarterly average balance of Rs.50,000/- or more. BM / MoD has
discretion to issue the card to other customers having valuable connections.
PIN is required to be entered for Cash withdrawals and Services at the ATM, Only
Signature required at Points of Sale (POS) viz. MEs.
The Cardholder has to make one successful transaction using the ATM PIN at an
ATM in order to activate the card for POS transactions.
Following facilities / services are offered with ATM-cum-Debit Card:
• Cash Wthdrawal from ATM - Rs.50,000/- (in India) and USD 1,000/- (Abroad)
maximum per day.
• Point of Sale (POS) Transactions at ME - Rs.200,000/- (in India) and USD
4,000/- (Abroad), maximum per day.
• Card-to-Card Funds Transfers - No Limit (Transactions permitted in INR in India
only).
• Fee Payments / Utility Bill Payments / Temple Donations - No Limit (Transactions
permitted in INR in India only).
• Balance Enquiry.
• Mini Statement at State Bank ATMs.
• Complimentary Insurance of Rs 200,000/- for accidental death only is available
and Rs 5,000 against theft and damage for 90 days from the date of purchase.
• Loyalty Points @ 1 point equivalent to Re. 0.25 on POS transactions of Rs 100
convertible into cash back at quarterly intervals.
• Free remittance facility and collection of cheques including immediate credit of
outstation cheques upto Rs.20,000/-.
• VISA Money Transfer facility (VMT) and Verified by VISA facility (VbV)
• Free funds Transfer from one account to another upto a daily limit of
Rs.25,000/-, subject to 4 transfers with a monthly cap of Rs. 100,000/-
• Cardholder can undertake transactions through Internet for ticketing, e-commerce,
bill payment and balance transfers, etc.
It is a chip and magnetic stripe based Photo card. It is multifunctional card issued
to the faculty, student and staff of Manipal University of Higher Education (MAHE)
for both Financial and Non-financial transactions.
Card contains personal features - Name and photograph of cardholder, Roll/
Employee number, Name of Institute.
Magnetic stripe is indented with complete card details in electronic form to enable
the cardholder to use the card for financial transactions.
Usage of Card is as under - Withdrawal of money from any ATM, purchase at
POS terminals, payment of college fee, etc. The non financial transaction such as
access control, library and medical records are encoded in the chip.
Issuance Process: Branch captures the personal details and sends to Switch center.
Photographs are sent to personalization vendor in prescribed format. Subsequent
to personalization, the vendor dispatches the cards and pins to the branch for onward
delivery to the a/c holder.
Marketing: This product is ideally suited to Educational Institutions, Corporate and
Government organizations. The young generations find the combo card as an exciting
proposition due to multiple functionalities.
A product for Mass Affluent gives variety of value added services & special privileges
in order to ensure proper recognition of the underlying relationship.
• Depositors having deposit of Rs 5 lacs & above "Or"
• Home Loan Borrowers with a minimum limit of Rs. 10 lacs and above and
having a deposit of Rs. 2 lacs and more "Or"
• Car Loan borrower with a limit of Rs. 5 lacs and above and having deposit of
Rs 2 lacs and more "Or"
• Salary more than Rs 1.00 lac under Corporate Salary A/c (e-Cir 211 dated
26.07.2006).
Special Offers:
• Free remittance and collection of cheques up to Rs. 25000 per instance & 3
times per month
• Immediate credit of cheques within an overall limit of Rs 50000/-
• Waiver of processing charge on fresh P seg loans
• Pre-approved P Seg Home loans linked to repayment capacity
• Extended Business Hours by additional Y2 hr except at 8 to 8 Branches
• Priority allotment of Lockers and 25% rebate on rentals,
• 50% rebate on demats account charges
• Special ATM-cum-Debit Photo card with higher withdrawal limit
• Free subscription of Quarterly News letter to keep them abreast of various
developments in bank including new schemes/ other offers
• Free Doorstep banking for delivery of Drafts/ Cheque Books/ Statement of A/cs
• Benefits in SBI MF, SBI Life and SBI Cards,
• Faster processing of loan through RACPC.
- VISA Money Transfer (VMT)
• VMT Facility offers Account Holder/ User funds transfer either through ATM or
Online SBI from the Card issued by the Bank to any other VISA debit or credit
card issued by any other bank.
• VMT Facility is only applicable for credits to VISA Cards issued in India except
SBI Credit Card. Credits can be sent from any Card issued by SBI only.
• This service is not applicable for cards issued by any other Issuing authority.
• VMT Facility is not applicable for transfers to Beneficiary Cards not issued in
India.
• The Bank shall endeavor to ensure that transfers are not made to any Beneficiary
Card not issued in India. Provided, however, the onus shall lie on the Account
Holder/User to ensure that there are no violations of any law, regulation,
authorization including (FEMA or Exchange Control) and the Account Holder/
User shall be solely liable for any violation thereof.
• The Bank shall affect the fund-transfer only to such Beneficiary Card as has
been entered by the Account Holder/User.
• Funds will be credited to the beneficiary's account normally within 3 working
days.
Daily Limits & Service Charges
• Each transaction using the VMT facility should not exceed Rs. 50,000/- at ATM.
• A cardholder can carry out any number of transactions in a day. However each
transaction should not exceed Rs.50,000/-.
• Rs.20/- exclusive of service tax is charged for each transaction irrespective of
the amount.
• Transaction amount together with the applicable service tax will be debited to
the cardholder's account.
♉ Card-to-Card (C2C) facility enables transfer of funds within State Bank Group
through ATMs by use of Debit Card held by the customer.
♉ Transaction limit of Rs. 50,000/- per day as applicable to the Visa Money Transfer
(VMT) is fixed for card-to-card transfer as well.
♉ The Credit to the beneficiary, at present, is on the basis of trickle feed mechanism
(centralized posting by ASC) on the next day. This will be an off line facility for
the present.
♉ Associate Banks will be given luggage file with details of the beneficiary card
number, account number i.e. primary account number of the beneficiary card
maintained in the CAF and the amount of transaction.
♉ The narration for CREDIT transactions will be "C2C transfer and ATM ID,
transaction number and date of transaction whereas for DEBIT transaction "C2C
transfer for 'date'.
♉ The credit to beneficiary account will be primary account of the beneficiary
cardholder.
♉ Online credit if both the transferor and transferee cardholders belong to same
bank of SBI Group. (It is under process).
- Business to Business Payment Solution (B2B)
B2B payment provides funds transfer facility through ATM for large Corporates who
have dealership and agency networks. This facility is presently available to SME
Customers only. The salient features of the solution are:
• The solution can be operated on multiple channels like ATM, Internet, and POS,
(presently on ATM only).
• Creates a virtual Closed User Group of the large Corporate and their dealer network.
• The accounts are pre-defined by the account holders and linked in advance.
• The dealer/ agents, who desire to have this facility, will have to open Current
Accounts with the branches at their area of operation. They will be provided
with SME debit card facility.
• The accounts will be mapped through a registration process to be initiated by
the dealers/ agents.
• Subject to balance being available in such accounts, dealers/agents can transfer
funds using either ATMs or through Internet.
• Fund settlement with the Corporate will be done on T+1 day basis
The benefits that accrue to the Bank will be manifold, like,
• Opening of Current Accounts of the dealers/agents of the Corporate across the
country.
• Enjoying float funds from such accounts.
• Retaining funds from the Corporates.
• Cross Selling/Up Selling other products to the dealers/agents.
- SME ATM Cum Debit Card Facility
Issue of ATM cum Debit Cards with the following facilities and limits are enabled for
the account holders of the new current account products viz., SME Power Pack,
SME Power Gain and SME Sahaj.
Product Type and Card Limit
• SME Power Pack International ATM cum Debit Card Rs. 45,000
• SME Power Gain Domestic ATM cum Debit Card Rs. 25,000
• SME Sahaj Domestic ATM cum Debit Card Rs. 15,000
These Cards may be issued to individuals, proprietors of proprietorship firms and
partners of partnership firms when such partners are specifically authorized to operate
the account severally and should not be issued to partners of partnership firms in
cases where only joint operation is permitted. Withdrawals through ATM Cum Debit
Card will be permitted only from the credit balances of the concerned accounts.
At present the facility is applicable only to current accounts under new products.
- SBI Vishwa Yatra Foreign Travel Card
It is a method of carrying fund in a safe, convenient & cost effective way. It takes
away hassles to go to money changers & loosing valuable money in exhange. It
relieves the customers of Annual Fee, joining fee and other unusual charges levied
on Debit/ Credit Card.
It is a pre-paid plastic card, available in USD, EURO & GBP, issued in association
with VISA International and accepted at 924000 VISA ATMs and at 22 million
merchant establishments all over the world except India, Nepal and Bhutan. Available
at all branches authorized to sell Foreign Currency / Travellers' cheques.
Eligibility:
• Any bonafide Indian planning to travel abroad except Nepal and Bhutan.
• Corporates for their employees going abroad for official purpose, subject to
completion of KYC Norms;
• Students going abroad for higher studies;
• Foreign National residing in India subject to completion of KYC Norms.
Special Features:
• Min amount of Issue - 500 (USD), 400 (EURO), 250 (GBP).
• Max amount of Issue - USD 10000 or equivalent or above as per FEMA 1999
guidelines.
• Competitive exchange rates.
• Reload any number of times.
• SMS message for each transaction.
• Easy operation by 4 digit PIN at ATM and signature at POS.
• Free enquiry at SBI branch, SBI website but on charge at VISA ATMs.
• Add-on cards (max 2) to be used by cardholder in case of loss.
• Balance information after each transaction through SMS.
• Free insurance upto Rs. 2 Lacs for 48 hrs.
• Pre and post card lost liability on non-PIN based transactions.
• A 24 X 7 helpline to help and hot-list (block) the card in case of loss
Documents:
• Copies of Passport,
• Form A, PAN or Form 60,
• Proof of residence if address differs in passport.
TPM : Rs 500 per loading/ reloading of USD 1000 or Equivalent.
Customers should be educated not to use the card for the following purposes:
1. Payment of hotel deposits, deposits for hiring of cars etc. as the refund of deposits
will be credited back to card account only after a period of 60 days.
2. Unauthorized amounts - Only amounts that have been electronically approved
by the Bank may be billed i.e. adding tips to restaurant bills after the charge slip
has been generated is not permitted. Unauthorized use of Foreign Exchange
through the card is not permissible and the card-holder will be fully liable for
any such violation.
Loss of Card
Loss of card in India must be reported immediately to the Call Centre (1800-11-
2211). If it is lost outside India, VISA toll free Global Customer Assistance Service (1-
800-847-2911) should be contacted. In case of loss of card in countries, which do
not provide for toll free facility, the customer should make a collect call to 001-410-
581-9994. It is important to note that a Card Lost report will be accepted only after
verification. The customer is not liable for transactions on a Card Account only from
the moment Card Lost report is registered with the Bank. The customer will,
however, be accountable for all damages incurred as a result of transactions made
prior to the report of loss.
* * * * *
Credits
We would like to take this opportunity to thank Mr.Nilay Yajnik, our faculty for Management Information Systems for his continuous support and exposure for the completion of this project.
We would also like to show our sincere thanks to State Bank Of India for the help and information they provided us with.