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TECHNOLOGY INITIATIVES OF THE BANK

INDEX
Sr. No Title Page number
1 PNB Kitty ,Mobile Wallet 2
2 Unified Payment Interface (UPI) 6
3 Debit Cards 10
4 Prepaid Cards ( Uphaar Card & Suvidha Cards) 26
5 Internet Banking Services 31
6 SMS Alerts Services 37
7 PNB Mobile banking Services 43
8 Customer Relationship Management (CRM) 51
9 Real Time Gross Settlement (RTGS) 60
10 National Electronic Fund Transfer (NEFT) 63
11 National Automated Clearing House 67
12 CTS 73
13 ASBA (Branches) Centralized , ASBA Online & ASBA - Syndicate 89
14 Credit cards 102
15 World Travel card 132
16 Money Transfer Service Scheme (MTSS) 136
17 CMS(Cash Management Services) 141
18 e-KYC 147
19 Funds Collection Module 148
20 Business Continuity Plan 153
21 Information Security Policy 156
22 Cyber Crime 176
23 PNB YUVA 185
24 Tab Banking 189
25 PNB BIZ 193
26 EDW(Enterprise wide Data Warehouse) 206
27 DIGIDHAN CHAMPION 215
28 BHIM(Bharat Interface for Money (BHIM) 216
29 USSD 221
30 E-statement 227
31 PNB Genie 229
32 PNB Parivar 231
33 e- Insurance 232
34 PNB AADHAAR PAY 239
35 Whats New 240
36 Digi Help line 241

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PNB Kitty, Mobile Wallet
PNB Kitty is a digital wallet that allows an individual to make e-commerce transactions. This
includes purchasing items on-line using computer or using a smart phone. Users of PNB Kitty
can make payments using the money stored in the wallet instead of using other mode of
payments like credit card, debit card or net banking, which means making payments without
sharing the sensitive credentials like Internet Banking passwords or Card details.

Once the customer gets registered for WALLET he can do following transactions without using
his sensitive credentials:

1. Wallet to Wallet Transfer using mobile number of the receiver.


2. Transfer to Bank account using IMPS (using account number and IFSC).
3. Recharge (Mobile/Dish TV)
4. Utility Bill payment transactions.
5. E-commerce transactions on a variety of merchant websites choosing PNB Wallet as an
option for payment.
There is also a facility of send money through QR code (Quick Response code a machine-
readable code consisting of an array of black and white squares, typically used for storing URLs
or other information for reading by the camera on a Smartphone).

1. Eligibility- PNB Kitty:

Any individual above the age of 10 years having a valid Mobile Number can avail the facilities of
PNB Kitty.

2. Category & Limits:

a. PNB Customer Rs. 50,000/- per month


b. Non-PNB Customer - Rs. 20,000/- per month

3. Registration process

Registration is completely an online process. User needs not be having account with PNB to
register for PNB Kitty. User is identified by his mobile number that is used as User ID to login
the application.

Application captures users mobile number in first step of registration to verify whether given
mobile number is registered with the Bank. If mobile number is not found, user will be registered
for limited services with upper limit for transactions @ Rs 20000/- per month.

If user is an existing PNB customer, he will be registered for full services with upper limit for
transactions of Rs 50000/- per month.

After downloading the App from App store, the user has to install the App and follow the
registration process as below:

Steps for users not having Operative Account with PNB:

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Enter Mobile Number.
Enter OTP.
Enter the personal information (like Name, DOB & e-mail ID)
Select the security questions & set their answers.
Set login password for PNB Kitty.

Steps for existing PNB Customers:


Enter Mobile Number.
Enter OTP.
Select the existing Account Number.
Select the security questions & set their answers.
Set login password for PNB Kitty.

After registration the user can login by keying his password. The password is alpha numeric
with minimum six characters.

4. Recharging the PNB Kitty Wallet

PNB Kitty can be recharged through following options:


PNB Internet Banking
Internet Banking of any Bank
Debit Card of any Bank

5. Process for Money Transfer Using PNB Kitty:

A. Recharge & Bill Payment


Kitty can be used to perform Recharge (Mobile/DTH) and Utility Bill payment transactions.
Under Bill presentment option, user can subscribe for bills going through Add Biller option. Once
bill subscription is successful, user can go through View and Pay Bills option; view the
outstanding bill details and proceed for payment.

There is Quick pay option for bill payment where User can pay the bill directly without
registering the biller in following easy steps:

Select the option Bill Payment.


Go to Instant bill pay.
Enter the required details.
An OTP will be received by user, after entering the same in respective field the
bill is paid using PNB Kitty.

B. Shopping through PNB Kitty

PNB Kitty can be used to perform e-commerce transactions on a variety of merchant websites
choosing Wallet as an option for payment.

C. Transfer to any Bank Account through IMPS

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Funds can be transferred to any Bank account using IMPS (through Account Number &
IFSC).
Please Note: IMPS is not permitted before 24 hours after the last credit in the Wallet.

D. Wallet to wallet transfer

Funds can be transferred from any PNB Wallet to another PNB Wallet using Mobile Number of
the receiver. There is also an option of send money through QR code. While sending money
through QR code, user has to go to Send Money option. In this under Wallet to Wallet the icon
of QR code is provided. When we select that option we can scan the QR code of the beneficiary
and send money through QR code. The QR code for every Wallet is provided under the option
My Profile in the side bar.

E. Using PNB Kitty as a Debit Card

Kitty users are issued a virtual debit card by default. This virtual card can be used for e-
Commerce transactions. Virtual card details are displayed to the user post OTP authentication.
For virtual card details refer General Services.

6. Upgrading PNB Kitty limit by submitting KYC documents: To upgrade PNB Kitty
from limit of Rs 20000/- per month to Rs 50000/- per month, User is required to submit
KYC documents at nearest branch and close the existing wallet. New wallet opened will
be by default upgraded one with limit of Rs. 50000/-.

7. General Services

- Upload Profile Picture: Photo upload feature is available in App by clicking on the
photo icon.

- My Profile: My profile screen displays Name, Mobile number, Wallet account number
in Bank& IFSC code. There is an option to update e-Mail ID. Monthly statement will be
sent to the mail ID registered with wallet application. Unique QR code for every wallet is
been displayed in this option.

- Change Password: Change password feature will be authenticated by OTP.

- Payment Request: User can view his Request Received and Request Sent.

- Completed Transaction: User can view his transaction details for recharge /Payment
or Fund Transfer. By default last 5 transactions will be seen. Customer can also see
transactions in a date range provided by the customer.

- Mini Statement: Last 5 transactions will be visible under mini statement link. Debit &
Credit transactions are highlighted in Red & Green color respectively.
Detailed Statement: Detailed Account statement can be fetched giving transaction
period Form Date &To Date with the interval of one month. User can also fetch up to 99
transactions using multiple numbers of transaction options.

- Monthly Credit Limit: Customer can see the monthly credit limit applicable for their
Wallet.

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- Virtual Card Details: All wallet users are issues a virtual debit card by default. This
virtual card can be used for e-Commerce transactions. Virtual card details are displayed
to the user post OTP authentication.

- Set/Reset Virtual Card PIN: Wallet user needs to set PIN to use virtual debit card for
e-Commerce transactions. User can also reset his/her PIN any time in future.

8. Password Management

5 attempts are allowed for logging in PNB Kitty, after that the access will be denied. The
user can reset the password by clicking on Forgot Credentials provided on the login
page and select option Password. The user will get an OTP on the registered mobile
number. After putting the OTP in the next screen the customer has to answer two
security questions. After clicking on SUBMIT the user can reset the password.

9. Reset Security Questions

To reset security questions customer has to click on Forgot Credentials provided on


the login page and select option Security Answers. If the customer enters wrong
answers for security questions thrice while resetting the password, the access is denied
and the customer needs to call the Contact Centre to unblock the user. After unblocking,
customer can reset the security answers.

10. Closing the PNB Kitty wallet

User can close wallet account only if balance is zero. If balance is not zero, user has to
either spend money or send it to other accounts using IMPS.

Please Note: When the customer wants to change the registered mobile in the bank, he
has to first spend the balance amount in the wallet and close the wallet. Otherwise he
will not be able to change his mobile number in the branch.

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Unified Payment Interface (UPI)
A single touch point to access all your Bank Accounts opened with different Banks.
No need to download mobile apps of different Banks.
No need to share your account credentials. Create virtual addresses of your
accounts.
You may create 5 virtual addresses for an account.
Options available for Sending Money/ Collecting Money .

Features of UPI
Manage your profile/ application password
Select your existing bank and link it to the mobile app.
Create virtual addresses for your bank accounts.
Set PIN for the added bank accounts to perform transactions.
Add participants to pay money to /or collect money from
Pay and collect money securely and easily
Approve, decline, or defer collection transactions from payees
View transactions for a period
Raise complaints and view their status

What you need?


Mobile Number should be registered with the Bank account
Internet Connection on the primary number (in case of dual SIM mobile)
Debit Card linked with the account for generation of PIN to perform transactions

Dont have Debit Card? UPI still have something for you:
Create Virtual address for collecting money

Who can download?

All PNB customers having mobile number registered in their accounts.


Other Bank Customers.
Currently the app is available on Android platform

How to download?

Go to Play store from your Android Mobile.


Type PNB UPI.
Select the App and download

Step 1 How to Register?


i. Open the App
ii. Click on Click me
iii. An OTP will be delivered on mobile.
iv. Customer will be redirected to registration page
v. Fill the required details
vi. Fill the first & last name
vii. Enter e-mail ID (in case of forgot PIN, the verification code would be sent on e-mail ID).
viii. Enter Date of Birth, select Gender.

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ix. Mobile Number is already there & it cannot be changed.
x. Aadhar number is optional
xi. Create your 6 digit numeric PIN
xii. On subsequent logins you would require to enter PIN to loginNo user ID required.
xiii. Enter PIN to Login.
xiv. Click on Forgot Password in case, you dont remember your PIN.

Step 2 - Add Bank Account


i. Click on Add Bank Account
ii. Select your Bank from the List.
iii. All your accounts with the selected Bank linked with Mobile Number would be displayed
on the screen.
iv. Select the desired account to register.
v. You will be redirected to another window for creation of virtual ID of selected account
number.
vi. Select the frequency Multiple Use or Single Use
vii. Select the Limit Time bound or Amount bound
viii. If you select Time bound, you need to enter a date, upto which the virtual address would
be valid
ix. If you select Amount bound, you need to set an upper limit, upto which the transactions
would be permitted in that particular account in a single day.
x. Register all the accounts one by one through similar process.

Create Virtual Address


i. Create Virtual address
ii. It may be any name and/ or number of your choice
iii. @PNB would be there for each account, as you are using PNB App.
iv. For other bank accounts also, the virtual address would suffix with @pnb, as you are
using PNB UPI app.

Set PIN
i. Click on Set PIN
ii. Select the Account, for which you wish to set PIN for performing transactions.
iii. An OTP would be delivered on registered mobile for authentication.
iv. Enter OTP
v. Set 6 digit numeric PIN
vi. Enter Last 6 digits of Debit Card and expiry date issued in that particular account.
Add Participants
i. Click on Add Participants
ii. You may view the list of participants already added.
iii. In case of new addition, click on + sign.
iv. Select Payment Address Type
v. You may add payee using 3 options
Virtual address;
Account number + IFSC
Aadhar number
vi. Choose the desired option
vii. Fill requisite details
viii. Click on Submit

Send Money

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i. Click on Pay
ii. Select the debit account number from the list.
iii. Select Payee Address Type.
iv. Select the Payee
v. Enter Amount
vi. Press Submit.
vii. Check the details on confirmation page
viii. Press Confirm.
ix. Enter PIN to confirm the transaction

Collect Money
i. Click on Collect link.
ii. Select the account in which you want money to be collected
iii. Search the virtual address of the person from you want to collect money
iv. Put the transaction expiry date and time
v. Write some remarks if needed and Submit
vi. A confirmation screen will be displayed. Confirm it after verification
vii. Transaction will be in progress and a notification will be sent to the payer.

Check Transaction Status


i. Click on the Txn. Status link.
ii. The transaction status will be displayed there.

View Balance
i. Click on the link View Balance
ii. Select the account number
iii. Enter the PIN and the balance will be displayed

Some Main Points of UPI(for send /Collect Money)


Sr. Particulars Limit (Rs.)
No.
1 Minimum Amount per Transaction 1/-

2 Maximum Amount per Transaction 25000/-

3 Maximum Amount per day 50000/-

4 Maximum Amount per Week 100000/-

5 Maximum Amount per month 400000/-

6 Maximum Transaction count per day 50 Txns

7 Maximum No. of Virtual Address per Account 5 Addresses

8 Maximum period for Time Bound Virtual Address (in days) 200 Days

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Lodging Complaint:
1. Tap the COMMENTS text box and type comments for your complaint.
2. Tap Log Complaint to log the complaint.
3. A reference number is assigned to the complaint for future reference

Deregistration:

1. On the Home screen, tap the Menu icon.


2. Tap De-Register and pop-up message will be displayed.
3. Tap yes to deregister your mobile number from the UPI app.
4. A confirmation message will be displayed.

Barcode (Scan & Pay) based payments:

Tap the link Scan & Pay


The camera will start and will search for barcode
Focus the camera on QR Code of beneficiary
It will automatically capture the QR code and populate virtual ID in virtual address field
Enter amount in amount field
Fill remarks filed (Optional) and submit.
Check the details on confirmation page
Press Confirm
Enter PIN to confirm the transaction

Upcoming Features of UPI


Bill Payments,
E-commerce
Payment of Utility bills,
Over the counter payments,
Barcode (scan and pay) based payments,
Donations,
School fees and other such unique and innovative use cases.

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DEBIT CARDS
Various Types of Cards: The IT enabled cards include ATM Cards, Debit cards, Credit Cards
and Prepaid Cards.

ATM Cards Debit Cards Credit Cards Prepaid Cards


ATM cards are the Debit cards are magnetic Credit cards are also These cards are of two types
magnetic strip strip based as well as magnetic strip based as viz. 1. Uphaar Card and 2.
based cards which chip-based cards. In well as chip-based Suvidha Card. These cards
can be used to addition to performing cards. In contrast with are capable of many kinds of
withdraw money the function of debit cards, these are transactions e.g. you could
from ATMs. These withdrawing cash from the cards with preset make purchases from your
cannot be used to the ATMs, these can also credit limits. These can both the prepaid cards and
make purchases at be used to make be used to make can withdraw cash also from
Point of Sale purchases at Point of purchases at Point of Suvidha Card. These cards
(POS) i.e. at Sale i.e. at merchant Sale i.e. at merchant are reloadable and has a
merchant establishment or over the establishment, as well validity period also.
establishment. internet for e-commerce as to withdraw cash
transactions. from ATMs.

These are also be These are also known


known as Buy now as Buy now Pay
Pay now cards later cards

ATM Cards
PNB MITRA In all No Frills accounts opened under PNB MITRA scheme, Bank has launched a new
ATM Cards type of ATM card known as PNB MITRA ATM Card.
All PNB MITRA Account holders are eligible to receive PNB MITRA ATM Card on
pan India basis.

The salient features of these cards are as under:


All MITRA account holders of all the branches are eligible for issuance of these
ATM cards.
Withdrawal limit from ATMs is Rs. 5000/- per day.
These cards are not valid for POS/E-commerce transactions.
These will non-personalized ATM cards.
Only one account can be linked.
No add on card facility is there.
No annual fee, No charges for duplicate Card/PIN.

Entry and verification will be done through menu option DCARD using option M in
type of card.
Biometric ATM Makes it possible for illiterate or barely literate population to become part of the
Cards banking user community. Now, after the introduction of the Mitra ATM Cards, it
has been decided that henceforth, Biometric Cards in our Bank would be issued
in the form of Mitra Biometric ATM Cards as a non-personalized Card.

The salient features of these cards are as under:(TBD 5/2014)

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Under this category cash withdrawal limit on ATM is Rs. 5000/- per day. Card is not
enabled for POS / e-commerce transactions. Mitra Biometric cards can be used at
PNB ATMs only.
Application supports transaction authorization mechanism with Biometric finger
scans of the cardholder. The cardholder has to register four fingers on the scanner
and shall be able to use any of the four registered fingers for doing an ATM
transaction.
The Biometric ATM will support dual mode of card-based transaction Authorization
mechanism: -
The regular PIN based transaction authorization and
In addition to PIN based transaction, ATM will support transaction authorization
based on the finger scan of the customer being uniquely identified against a card.

ELIGIBILITY CRITERIA
All existing customers and new customers maintaining a saving/individual
current account shall be eligible for the issuance of Biometric Card.
Card shall also be issued to Proprietorship firms, in the name of sole proprietor.
Card shall not be issued in dormant and inoperative accounts.
Card can be issued in illiterate accounts.
Card can be issued in joint accounts (Either or Survivor).
Debit Cards
Types of Debit 1. Non personalized cards (Cards without name and / or photo)
cards: 2. Personalized cards (Cards with name and / or photo)

Under both the above broad categories presently bank is issuing following types of
cards:

01. RuPay Classic Non Personalised


02. RuPay Classic Personalised
03. RuPay Platinum Personalised
04. RuPay KCC Personalised
05. RuPay KCC Non Personalised
06. RuPay Samagra
07. BHAMASHAH
08. PMJDY Non Personalised
09. PMJDY Personalised
10. Mudra Card Non Personalised
11. Miller
12. PunGrain Kissan
13. PunGrain Arthiya
14. Master Classic Personalised
15. Master Classic Non Personalised
16. Master Platinum Personalised
17. Master International Personalised
18. Master International Non Personalised

PREPAID CARDS
01. Suvidha cards

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02. UPHAR CARD

Of the above cards, except cards issued in PMJDY and other Government
schemes, all the other cards are EMV chip based cards. (Refer DBD Circular
14/2016 dated 12.02.2016)
Master Classic This is the general category card and can be issued either as a non personalized or
Debit Card: personalized card with name.

The cash withdrawal limit at ATMs is Rs 25000/- per day, with per
transaction limit of Rs 15000/- and POS/e-commerce transaction limit of
Rs 60000/-

Master Platinum The Platinum Card is a premium product and is designed for elite customers.
Debit Card: The following customers may be offered Platinum Cards:
Premium Customers of our Bank who are valuable to the Bank as
per discretion of Incumbent Incharge
All staff members (including retired employees) of our Bank.
This is a Personalized Card and may also be issued with photograph of the
customer.
The card will be valid for a period of seven years.
Can be used for cash withdrawal at ATMs up to Rs 50,000/- per day and
POS/E-commerce transactions up to Rs 1,25,000 per day.

PNB RuPay RuPay Classic debit card is a new card payment scheme launched by the
Classic Debit National Payments Corporation of India (NPCI) to fulfill RBIs vision to offer a
Cards domestic, open-loop, multilateral system which will allow all Indian banks and
financial institutions in India to participate in electronic payments.
SALIENT FEATURES:
This RuPay card will be magnetic strip card
This Rupay enabled debit card can be used only in India
This is a PIN based card i.e. PIN will be required both at ATM and PoS
terminals for operation of the card, which makes the card more secure.
Card can be used for cash withdrawals at ATMs & POS transactions
Cash withdrawal will be through all the RuPay enabled ATMs only
Card can be used at selected PoS terminals identified by NPCI
Card cannot be misused as PIN will be required at both ATM and PoS
terminals for operation of the card.
The RuPay Classic Card may be linked up to 3 Accounts per card.
Each card holder may opt up to two add-on cards for family
Members.
Cash Withdrawals at ATMs : Up to Rs. 25,000/- per day, with a per
transaction limit of Rs. 15,000/-
POS Transactions : Up to Rs. 60,000/- per day
The card will be valid for a period of seven years.
RuPay Platinum The RuPay Platinum Card may be offered to the following customers:
Debit Card for
premium - High Net Worth Individuals (HNI customers)
customers - Customers whose relationship is valuable to the bank as per discretion of
Incumbent Incharge.

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- Bank Staff.
Daily Maximum Transaction Limit:
This is a personalized card without photo starting with BIN number 607859.
Transaction limit through this debit card are as under:
- Maximum up to Rs. 50,000/- at ATMs for cash withdrawal per day.
- Maximum up to Rs. 1, 25,000 at POS/E-commerce (combined) per day.
Note: There is no limit on number of transactions per day within daily transaction
limit.
International As per RBI guidelines, all the debit cards issued are EMV Chip based cards. For
Debit Card: International usage we have a separate card named International Debit Card. This
is a chip based debit card which is acceptable on Euro Pay, Master Card & Visa
machines & terminals in India as well as outside India. For this card, primary
authentication of the transaction will be through chip if the machine / terminal is chip
enabled, if not then Magstripe will be used for authentication.

These are Personalised and non Personalised Cards with cash withdrawal
limit of up to Rs 50,000/- per day at ATMs and POS/E-commerce
transactions limit up to Rs 1,25,000 per day.
The card is valid in India and abroad.
Those customers who want to go abroad should be given only International
Debit cards by the branch on their request.
PIN will be required at both ATM and PoS terminals for operation of the
International Debit card.
Cost of Card - Rs.100/- per card is to be recovered from all new customers
requesting for International Debit card. However, the discretion to refund the
same is delegated to the Incumbent Incharge in case of premium
customers.
The request is to be punched in DCARD menu under Type of Card field as
E/NE for International Debit cards.
Branch should also take note to enter the e-mail id of the customer while
punching the request for debit card in DCARD menu.

All cards that have been used internationally at least once in six months
are being replaced by International Debit cards as per RBI guidelines. No
charges are to be levied by the branch for the customers whose cards are
suo moto being replaced by the Bank.

COBRANDED
PERSONALISED Our bank has participated in the project for grain procurement of the Haryana
HSAMBRUPAY Government as an issuer and acquirer Bank Under this project we are launching
ARTHIA DEBIT cards for Arthias of Mandis of Haryana State Agricultural Board. These cards can
CARD be used by Arthias at selected RuPay enabled PoS terminals identified by NPCI for
(FOR HARYANA receiving direct payment from procurement agencies of Punjab Government as well
STATE) as for cash withdrawal at ATMs & PoS Transactions.

SALIENT FEATURES:

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This card will be magnetic strip card.
Cash withdrawal will be through RuPay enabled ATMs only
Card and PIN both are required at ATM and PoS terminals
for operation of the card.
Can be used only in India for :
o Cash Withdrawals at ATMs :
Up to Rs. 25,000/ per day with per transaction limit of Rs.15000/
o PoS Transactions: Up to Rs. 60,000/ per day
Annual charges (presently @ Rs. 100/ + service tax) would be levied on ea
ch card issued, after one year of issuance of the card.

I. PROCESS OF ISSUANCE:
a. The process of request and issuance of Personalized HSAMB Cards is similar to
that of our existing Personalised Debit Cards. These Cards have been allocated the
BIN 607531. The branches must maintain the details required for issuance of
HSAMB cards in the PNB Register (Form PNB 1106, TBD Cir No. 16/2011) and
include the following fields in the register: Name to be embossed on the Card,
Arthia code.

b. Before punching the request for Personalised HSAMB RuPay Card the branch
must ensure that the Occupation code in CUMM is entered as Arthia for that
account number.

c. HSAMB Cards are Personalised Cards. On receipt & verification of the


application form at the branch, the branch shall punch the data through the DCARD
Menu in Finacle under Type of Card Field: Personalised HSAMB Arthia Card
HG and enter all the required details along with name to be embossed on the
card and Arthia Code under field Arthia Code. The Arthia code will be generated
by HSAMB and provided to the circle office.

d. The Personalized HSAMB RuPay Arthia Cards and their respective PINs would
be sent to the respective branches in separate sealed envelopes. Proper
records of the same should be maintained at the branches with details of each
card issued in each account. The Card and PIN may be delivered to the
customer under proper receipt.

e. On handing over the card to the customer, the branch is to run the R and
C options in the DCARD Menu to get the Card activated through HO:
Transaction Banking Division. The card shall be activated by HO: TBD on
the next working dayafter the branch has run the R & C option.

III. VALIDITY OF THE CARD: The card will be valid for a period of seven years.
PNB Our bank has been participating in the Project for Food grain procurement through
PERSONALISED electronic remittance of Punjab Government as an issuer and acquirer Bank since
PUNGRAIN the last crop season w.e.f April, 2013. Under this project we have already launched
RUPAY KISAN
Personalized Pungrain RuPay Debit cards for Arthias of designated Mandis of
DEBIT CARD
Punjab Government in the first phase. In the second phase, we are now launching
Personalized Pungrain RuPay Kisan Cards for farmers. These cards can be used

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by farmers at selected RuPay enabled PoS terminals identified by NPCI for
receiving direct payment from procurement agencies of Punjab Government as
well as for cash withdrawal at ATMs & PoS Transactions.

SALIENT FEATURES:

This card will be magnetic strip card.


Card can be issued to farmers having KCC limit/Saving Fund Account/Current
Account in the bank.
Cash withdrawal through RuPay enabled ATMs only.
Card and PIN both are required at ATM and PoS terminals for operation of the
card.
Can be used only in India for :
a. Cash Withdrawals at ATMs : Up to Rs. 25,000/- per day with per transaction
limit of Rs.15000/-
b. PoS Transactions: Up to Rs. 60,000/- per day

Annual charges (presently @ Rs. 100/- + service tax) would be levied on each
card issued, after one year of issuance of the card.

PROCESS OF ISSUANCE OF Personalised PUNGRAIN CARDS:


The process of request and issuance of Personalised Pungrain Cards is similar to
that of our existing Personalised Debit Cards. These Cards have been allocated the
BIN 607169. The branches must maintain the details required for issuance of Pun
grain card in the PNB Register (Form PNB 1106, TBD Cir No. 16/2011) and
include the follofing fields in the register: Name to be embossed on the Card,
Farmer code.

a. Before punching the request for Pungrain card the branch must ensure that the
Occupation code in CUMM is entered as FARMR for that account number.

Pungrain Cards are Personalised Cards WITH PHOTOGRAPH. On receipt &


verification of the application form at the branch, the branch shall punch the data
through the DCARD Menu in Finacle under Type of Card Field: Personalised
Pungrain Card KG and enter all the required details along with name to be
embossed on the card and Kisan Code under field Kisan Code. The Kisan
code will be generated by the circle office from eportal of Punjab Government and
shared with the branch. After uploading the details in DCARD menu in Finacle,
the branch shall send scanned copy of the customers photograph to Debit
Card Cell at EMail ID: debitcard@pnb.com clearly mentioning the account
number of the customer.

d. The Personalised Pungrain RuPay Kisan Cards and their respective PINs
would be sent to the respective branches in separate sealed envelopes.
Proper records of the same should be maintained at the branches with
details of each card issued in each account. The Card and PIN may be
delivered to the customer under proper receipt.

e. On handing over the card to the customer, the branch is to run the R
and C options in the DCARD Menu to get the Card activated through

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HO: Transaction Banking Division. The card shall be activated by HO:
TBD on the next working dayafter the branch has run the R & C
option.

III. VALIDITY OF THE CARD: he card will be valid for a period of seven years.
RuPay Kisan SALIENT FEATURES:
Cards For KCC Customers of the Bank only.
This may be issued as a Non Personalized Card or Personalized card
with name, for KCC Customers.
Personalized RuPay Kisan Card option under Type of Card Field:
Personalized RuPay Kisan Card PK.
RK RUPAY KISAN CARD (NON-PERSONALIZED)
Transaction limits under ATM & POS are same as RuPay debit card.

Eligibility for Classic Debit Cards:


issuance of Debit All the Customers, who maintain Current / Saving Fund / Overdraft account with
cards our Bank. The designated account can be in joint names with 'either or
Survivor, 'Former or Survivor' mandate and to all the account holders in such
accounts having operation mandate as 'Any one'. In case of 'Former or Survivor'
account card can be issued to Former only.
Only overdraft accounts against security of Banks Deposits and Govt. liquid
securities are covered under the scheme.
The card will not be issued to firms, HUFs and Corporate bodies.
Platinum Debit Cards:
Customers who maintain minimum average quarterly balance during last
quarter of Rs. 1.00 lac in case of a Current Account (sole proprietorship) and
Rs. 50,000/- in case of a Saving Fund Account are eligible for issuance. In case
of Current (Overdraft), the customers who are enjoying limit of Rs. 1.00 lac and
above are eligible for Platinum card. Only overdraft accounts against security of
Banks Deposits and Govt. liquid securities are covered under the scheme.
All the staff members (including retired employees) of our Bank.
Any other customer, who in the opinion of Incumbent is a valued customer for
the Bank. The discretion is to be exercised judiciously and not arbitrarily.
All existing and new customers maintaining a Current/Saving
Fund/Overdraft Account account shall be eligible for the issuance of
ATM/Debit Card. The designated account can be in joint names with
Either or Survivor or Former or Survivor mandate only. In case of
Former or Survivor Account card can be issued only to Former.
The card can be issued in the name of sole proprietor and in the name of
KARTA in case of sole proprietorship firm and HUF respectively.
Debit Cards are to be provided in the accounts, which are KYC compliant.
Card shall not be issued in dormant and inoperative accounts.
It is to be ensured that Debit Card is linked to the proper customers account/s.
Add On cards Customer can avail facility of 2 additional cards for his/her family members
and Add On (include parents, spouse and kids only). All cards work on main account of
accounts primary card holder.
Maximum of 3 accounts (one primary + 2 other accounts) can be added to a
single card only at the time of issuance of card. Transactions are allowed on
any account at PNB ATM only. On other banks ATM the Primary account
will be shown.
The accounts can be of any CBS branch but these should be of the same

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name and held in same capacity.
Issuance of ATM/ In this connection, the guidelines are appended below:
Debit Card,
Internet ATM/Debit Card, Internet Banking & Mobile Banking services may be provided to
Banking/Mobile visually impaired persons considering the merits of each applicant like educational
Banking services qualification, status etc.
to visually
Obtain undertaking from the applicant along with the request form.
impaired
customers The facility can be provided n
i Joint accounts also.

The specific request along with full justification should be sent to the respective
circle offices for approval since Circle Heads have been empowered to approve
such requests.

ATM PIN As a step for moving towards GREEN PIN, the process of issuing ATM PIN has
been changed as per details hereunder w.e.f. 25-05-2016.

1. Debit cards (Personalized & Non-Personalized) shall be sent to branches without


printed PINs.
2. While issuing the debit card to the customer, the branch will enter the details in
DCARD menu.
3. On verification in Finacle (i.e. DCARD A & V in case of Non-personalized
cards and DCARD R & C in case of personalized cards) system will activate
the debit card on real time basis and send a 6 Digit Numeric OTP on the
registered mobile number of the customer.
4. This OTP shall be valid for 72 hours.
5. Using this OTP customer can set debit card PIN either through PNB ATM or IBS
account as per process mentioned below.
6. Setting of debit card PIN through PNB ATM using OTP:
a. Customer has to swipe his/her debit card.
b. Under Banking, on language selection screen, GREEN PIN option
has been provided for setting the debit card PIN using OTP.
c. Select GREEN PIN option, ATM screen will prompt to enter 6 digits
OTP delivered on registered mobile number.
d. Enter 6 digit OTP and press OK; system will validate the OTP against
CARD Number.
e. After successful validation of above customer credentials, ATM
screen will prompt customer to enter 4 digits number of his/her
choice as PIN of debit card and press OK.
f. User has to re-enter the same 4 digits number again for confirmation
of PIN.
g. If entry of 4 digits number matches in both cases, system will store
this as PIN and customer will get the confirmation message on ATM
screen: Thank you, your PIN has been set successfully. Please do
not share it with anyone.

7. Setting of debit card PIN through IBS account using OTP:


a. Customer has to login into IBS account.
b. Post login, click on Value Added Services Card Related Services

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Set/Reset Debit Card PIN.
c. Select the account number to which card is attached and press
Continue.
d. System will prompt for Card Number, Expiry Date (i.e. Month & Year)
and 6 digits OTP delivered on registered mobile number of the
customer.
e. Enter above information and click Submit.
f. After successful validation of above customer credentials, IBS screen
will prompt customer to enter and re-enter 4 digits number of his/her
choice as PIN of debit card.
g. If entry of 4 digits number matches in both cases, system will store
this as PIN and customer will get the confirmation message on IBS
screen: Thank you, your PIN has been set successfully. Please do
not share it with anyone.

8. Process of generating OTP for setting duplicate debit card PIN:

a. Customer has to send SMS <DCPIN space CARDNUMBER> to


5607040 from registered mobile number for active debit card.
b. Immediately on successful validation of customer credentials, system
will send 6 digits OTP on registered mobile number with validity of
72 hours.
c. Using this OTP, customer can set debit card PIN of his/her choice
through PNB ATM/ IBS account as mentioned above at serial No.
6/7 respectively.

9. Exceptions where OTP will deliver late:


a. Debit Card issued in new account i.e. where mobile number of the
customer has been registered on same date viz. date of issue of
debit card: Debit card will be activated immediately on verification in
Finacle through menu option DCARD but 6 digits OTP will be
delivered automatically after 4 hours after verification of DCARD
entry.
b. Mobile Number updated/changed in existing account and debit card is
issued on same day: Debit card will be activated immediately on
verification in Finacle through menu option DCARD but OTP will
deliver automatically on T +1 basis.

Note: Printed PINs will continue for PMJDY, Samagra, Bhamashah,


Pungrain Kisan, Pungrain Arthiya and Miller debit cards. Branch can
apply duplicate PINs for these cards through menu option DPINREQ
as per existing guidelines. DPINREQ menu option will not work for
duplicate PIN application for general debit cards where GREEN PIN
option is active.

Cash Withdrawal Type of Card Cash withdrawal -ATM Point of Sales (POS)
limit & purchase Rs. 25000/- per day (Max Rs. 60000/- per day
limit from POS Classic Debit Card
Rs. 15000/- per
including Rupay
transaction)
Platinum Card Rs. 50000/- per day (Max Rs. 125000/- per day
including Rupay Rs. 15000/- per

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transaction)
Mitra card 5000 NA
Rupay Kisan card 25000 60000 (only POS )
SERVICE CHARGES PERTAINING TO ATM/DEBIT CARDS
Service charges pertaining to ATM/Debit Cards are as under:
Sr. Particulars of Charges Charges
No.
1 International Debit Card Issuance Charges Rs.100/-
2 Other ATM/Debit Card Issue charges Free
3 ATM/Debit Card(including Add on Cards) Annual Fee on completion Rs. 100/-(+service
of one year and thereafter to be charged on yearly basis tax)
4 Charges for issuing Add on Card Rs. 50/- per card
5 Charges for Issue of Duplicate ATM/Debit Card/Replacement of Rs.100/-
ATM/Debit Card
6 Issue of ATM/Debit Card with photograph of the Cardholder Rs. 25/-
7 Mitra Card Annual Fee/Duplicate Pin/Duplicate Card charges Nil
8 Mark Up Charges for each POSP transaction @1.75%
at Petrol Pumps, Restaurants and for Railway Bookings, etc. @2.5%subject to
minimum of
Rs.10/-

There will be no charges for members of staff/retired staff.


Sr. Citizens maintaining Quarterly average balance of Rs 5000/- are eligible for waiver of annual fees of
ATM/Debit Card.
Annual Charges will be automatically recovered at HO level through CBS.
Transfer of Transfer of Funds through ATM facility has a limit of Rs. 1 lac per transaction
Funds for transfer of funds to accounts linked to the ATM/ Debit Card being used.
The per-day limit for transfer of funds to other accounts (CA/SF)
within the Bank, using a PNB ATM/Debit Card at a PNB ATM, shall be
the same as the per day cash withdrawal limit applicable for that card.
There shall be no limit on the number of transactions that can be
undertaken.
This limit is applicable on ALL variants of ATM/Debit Cards.
International The charges for International transactions at ATMs are as follows:
transactions
Cash Withdrawal - Rs. 150/- per transaction
Balance Enquiry - Rs. 15/- per transaction

The charges for International ATM transactions in Nepal under Everest


Bank Ltd. Sharing arrangement are as follows:
Cash Withdrawal - Rs. 50/- per transaction
Balance Enquiry - Rs. 15/- per transaction

The charges for International ATM transactions in Bhutan under Druk PNB
Ltd. (DPL) Sharing arrangement are as follows:

Cash Withdrawal - Rs. 6/- per transaction


Balance Enquiry - Nil

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For International use the maximum threshold limit for cash withdrawal, POS &
Ecommerce transaction has been fixed as Rs.25000/- as per RBI guidelines.

Reward Point Under this scheme, w.e.f. 20.10.2010, Reward Points would automatically accrue to
Scheme on PNB Debit Card users, in proportion to the amount spent through their PNB Debit
PNB Debit Cards at POS (Point of Sale swipe machines) Terminals and for E-Commerce
Cards transactions (that is for transactions where the debit card is used over the internet for
shopping, booking of tickets etc) This scheme would be valid up to 31.03.2017.
These accrued points would be valid a period of 36 months. During the
periodicity of the scheme, the Reward Points which accrue to a card holder may be
redeemed as per the choice of the card holder against the free goods and services
available. The host of such goods and services on offer may be viewed at the
program web portal http://www.pnbrewardz.com/. The Reward Program toll-free
number is 1860-108-3334.

Monetary Master Card: Accidental Death claims of Master Card holders are being processed
Compensation and paid through Digital Banking Division, HO Sansad Marg New Delhi in terms of
Scheme for the DBD circular 05/2014 dated 22.01.2014 & 60/2014 dated 17.10.2014. The scheme
Family Of was valid up to 13.09.2016. DBD HO will continue to entertain the claim cases in
Active PNB respect of the Accidental death occurred till 23.59 Hrs of 13.09.2016.
Debit Card MD & CEO has approved to replace the existing Monetary Compensation Scheme for
Users, In Case Master Debit Card Users with Insurance Policy through GSAD to cover compensation
Of Their of accidental death of all our Master Card holders.
Accidental Please note that: - The New India Assurance Co Ltd will be the insurance partner to
Death provide insurance cover in case of accidental death of Master Debit card holders.
All accidental claims where incident has occurred on or after 14th September, 2016
and up to 26th May, 2017 will come under the purview of the Master Insurance
Programme.
All branches need to report all such claims to The New India Assurance Co Ltd for
intimation and subsequent assessment.
1. Benefit of Insurance will be available to the card holders who have performed
minimum one successful financial transaction at any channel Within 45 days prior to
date of accident including accident date for Platinum Master Card holders and Within
90 days prior to date of accident including accident date for Classic Master Card
holders for the following amounts of cover:.

1.1 PNB Mitra Cards /Students : Rs. 25000/-


1.2Classic/Maestro Debit card/ Kissan Debit Card : Rs 50,000/-
1.3 Platinum/Gold Card/Rakshak Classic/EMV International : Rs. 200000/-
1.4PNB Business Debit Card : Rs 200000/-
1.5 Rakshak Platinum for Lieutenants and above : Rs. 500000/-

2. Family member(s) / beneficiaries of a deceased PNB ATM / Debit Card holder


would be required to submit an application (available at banks website also), to the
base branch of the deceased customer within 150 days of death of the ATM / Debit
Card holder along with following documents:
List of Documents (all documents to be duly signed and stamped by Branch
Incumbent):
- Original Claim Form (Annexure A).

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- Copy of FIR / Police Report with details of the accident stating the location, date and
cause (Hindi/English translated copy of FIR if the same is in local language).
- Copy of Post Mortem Report.
- Copy of Death certificate issued by concerned hospital / medical attendant /
municipal authority. - Switch log / Core Banking System screenshot / Account
statement for transaction verification.
3. It has been observed that sometimes Accidental claim for deceased person is
submitted by two different branches simultaneously with different account numbers of
the same person. It is clarified that if a customer holds multiple accounts with multiple
cards in Punjab National Bank, he will be entitled to Accidental claim for one Active
Debit Card only. The choice of the card for the claim would rest with the customer
4. As per extant guidelines ATM/Debit card can be issued to both Either or Survivor.
Therefore The benefits of insurance is available to both the ATM/Debit card holders
maintaining Either or Survivor account in case of their accidental death.
5. Compensation of insurance benefit will be made to the eligible beneficiary on
submission of complete documentation prescribed under procedure for claim.
6. While filing insurance claim at the request of beneficiary, branch forwarding the
claim should ensure that applicant is a bonafide beneficiary as per the law of land.

Claim Procedure: Branches are advised to follow under mentioned guidelines in


respect of claim intimation and submission of documents under copy to their
respective Circles.
1. All the claims where incident has happened on or after 14th September, 2016
and up to 26th May, 2017 will be intimated to The New India Assurance Co.
Ltd (NIAC Ltd) keeping Marsh India representatives in the loop.
2. The respective email ids are as below:
For NIAC Ltd:
Divya Arora divya.arora@newindia.co.in
Het Ram het.ram@newindia.co.in
For Marsh India:
Vinod Mudaliyar - vinodkumar.mudaliyar@marsh.com
Attique Siddique attique.siddique@marsh.com
Jay Shah jay.shah@marsh.com
Sharmila Yadav sharmila.yadav@marsh.com
For DBD HO: . welcomekit@pnb.co.in
AK Sinha aksinha@pnb.co.in

2. Claim intimation should be made within Ninety (90) days from the date of death.
Insurance company may reject the claim if not intimated within the stipulated period of
90 days.
3. All supporting documents relating to the claim must be submitted within 150 days
(one hundred and fifty days) from the date of death.
4. For detail please refer Annexure B.
5. List of Documents (all documents to be duly signed and stamped by Branch
Incumbent): - Original Claim Form (Annexure A). - Copy of FIR / Police Report with
details of the accident stating the location, date and cause (Hindi/English translated
copy of FIR if the same is in local language). - Copy of Post Mortem Report. - Copy of
Death certificate issued by concerned hospital / medical attendant / municipal
authority. - Switch log / Core Banking System screenshot / Account statement for
transaction verification.

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6. All supporting documents relating to the claim must be submitted to respective
Circle Office.
The officials at Circle office (not less than Chief Manager), after vetting the required
documents submitted by the branch should send the eligible claim cases within 150
days from date of death at the following address:
DIVYA ARORA / HET RAM THE NEW INDIA ASSURANCE CO. LTD DELHI LARGE
CORPORATE OFFICE 301, RG CITY CENTRE, LSC, BLOCK B, LAWRENCE
ROAD, NEW DELHI 110035
Branches are advised to follow claim submission guidelines in terms of DBD circular
88/2016 dated 21.12.2016 and obtained revised Annexure A from
applicants/claimants already provided with the circular 88/2016. Old forms will not
be entertained for processing the claim documents.

RuPay Debit Card: As a value added service NPCI is providing Insurance cover in
case of accidental death or permanent disablement of Rs 1 Lac for Non-Premium
cards (RuPay Classic) and Rs 2 Lac for Premium cards (RuPay Platinum) to eligible
RuPay card holders.

Vide DBD Circular 47/2015 dated 22.07.2015 the detailed guidelines were circulated
for Insurance Programme in case of their Accidental Death/ Permanent Disability. In
Para A (2) of the circular it was mentioned that The Benefit of Insurance will be
available to the card holders who have performed minimum one successful financial
or non-financial transaction at any channel (ATM/Micro ATM/POS/e-Com/BC of the
bank at locations) within 45 days prior to date of accident including accident date.

Now NPCI vide circular RuPay/2015-16/25 dated 24.11.2015 informed that The
card usage condition has been extended from 45 days to 90 days for RUPAY
CLASSIC CARDHOLDERS with effect from 25.11.2015. The 45 days usage
condition will remain unchanged for RuPay Platinum Card holders.

All Rupay Card holders (valid for Physical or Virtual RuPay card holder) i.e. Cards
issued on an IIN assigned by RuPay will be eligible for the benefit under the RuPay
Insurance Program 2016-17. Benefits of Insurance will be available to the Card
holders who have performed minimum one successful financial or non-financial
transaction* at any Channel both Intra and Inter-bank i.e. on-us and off-us (ATM/
Micro ATM/ POS/ecom/ Business Correspondent of the bank at locations by any
payment instrument).

a. within 45 days prior to date of accident including accident date for Premium Card
holders and
b. within 90 days prior to date of accident including accident date for Non Premium
Card holders.

* Transaction types means all customer induced transaction at bank branch or by


any payment instrument whether on-us (Bank Customer/RuPay card holder
transacting at same bank channels) and /or off-us (Bank Customer/ RuPay card
holder transacting at other bank channels).

This addendum circular basically advises banks that in addition to all financial and
non financial transactions, both on-us and off-us originating from ATM, micro ATM &
POS and online covering RuPay card and Aadhaar based transactions, all customer

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induced transactions at Branch will now be included as eligible transactions under
the Rupay Insurance Program 2016-17.

THE ACCIDENTAL CLAIMS ON RUPAY DEBIT CARDS ARE TO BE SUBMITTED


TO THE NEW INDIA ASSURANCE CO. LTD AT THE FOLLOWING ADDRESS:

DIVISIONAL MANAGER
DEPARTMENT - RUPAY INSURANCE PROGRAM 2015-16
THE NEW INDIA ASSURANCE CO. LTD.
DO 142300
1STFLOOR, NCL PREMISES
PLOT NO. C-6, BANDRA KURLA COMPLEX
BANDRA EAST, MUMBAI-400051

The Scheme shall be valid up to 31.03.2017, whereupon it shall be reviewed.


The main features of the Accidental Death Insurance Scheme are as under:
The scheme will be applicable to following types of cards & The extent of
cover on the above cards are as under:

Sl
Type of Card Compensation per Cardholder
No
Master Classic / Maestro Debit Card / Rs. 50,000/- (Rupees
1.
KISAN Debit Card Fifty Thousands)

Rs. 1,00,000/- (Rupees one


2. Rupay Classic Debit Card
lac only)

Gold/ Rupay Platinum /Master Platinum Rs. 2,00,000/- (Rupees Two


3
Debit Card / International Debit Card Lac only)

Rs. 25000/- (Rupees Twenty


5. PNB Mitra ATM Cards
Five Thousands)

It has been observed that sometimes Accidental claim for deceased person is
submitted by two different branches simultaneously with different account
numbers of the same person. .It is clarified that if a customer holds multiple
accounts with multiple cards in Punjab National Bank, he will be entitled to
Accidental claim for one Active Debit Card only, which may be of highest
value.
To coordinate with the guidelines for issuing of cards and payment of monetary
compensation in joint account the revised guidelines are as under:

Either or Survivor A/c: As per extant guidelines ATM/Debit card can be issued to
both Either and Survivor and compensation paid to only first account. Now The
benefits of monetary compensation has been extended to both the ATM/Debit
card holders maintaining Either or Survivor account in case of their
accidental death.
Former or Survivor A/c: There is no change in Former or Survivor account.
Only Former is eligible for issuance of card and monetary

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compensation.
Add- On cards would not be covered under the scheme
Cards issued under NRI accounts would not be covered under the scheme.
RBIs Customers must be reimbursed the amount wrongfully debited on account of
guidelines on failed ATM transaction within a maximum period of 7 working days from the date
resolution of of receipt of customers complaint.
ATM Failure to re-credit the customers accounts within 7 working days from the date of
Complaints receipt of complaint, bank shall pay compensation of Rs. 100/- per day to the
aggrieved customer subject to filing of complaint with the Issuer Bank within 30
days of the date of transaction, without any claim from the customer, on the same
day when the bank affords the credit for the failed ATM transaction.
In case of Inter bank ATM sharing transactions, the issuer bank is entitled to claim
such compensation from the acquirer bank, if the delay is attributed to the later.
Banks shall extend the scope of concurrent audit to cover cases of delay in
reimbursing the customers for failed ATM transactions.

Cash Retention Limit in ATMs TBD 9/14

Cash Retention
Average cash dispensed by ATM (Rs) Limit (Rs)
Upto 70000/- 3 lacs
> 70000 & upto 1.5 Lacs 6Lacs
>1.5Lacs & up to 2.5Lacs 9Lacs
>2.5Lacs & up to 3.5Lacs 12Lacs
>3.5Lacs & up to 4.5Lacs 15Lacs
>4.5Lacs & up to 5.5Lacs 20Lacs
>5.5Lacs & up to 7Lacs 25Lacs
>7Lacs & up to 8Lacs 30Lacs
>8Lacs & up to 9Lacs 35Lacs
>9Lacs 40Lacs

Inter-Bank ATM AT METRO STATIONS


Free NUMBER OF FREE TRANSACTIONS PER MONTH (FINANCIAL AS WELL AS
Transactions NON FINANCIAL)
ON PNB ATMs ALL FREE
ON OTHER THAN PNB ATMs 5 (MAX 3 IN METRO CITIES)
CHARGES PER TRANSACTION Rs. 20/ +plus service charges, FINANCIAL
(Over & above free transactions) AS WELL AS NON FINANCIAL If any)
RBI vide its Circular No RBI/2014-15/179-DPSS.CO.PD.No. 316/02.10.002/2014-
2015 dated 14.08.2014 has advised rationalization of number of free transactions on
other Banks ATM. Accordingly, the guidelines regarding number of free transactions
on other Banks ATM available to our Banks Savings Fund Account holders and
charges on transactions subsequent to the free ones, stand revised as under:

Number of Free ATM Transactions: The number of free transactions (inclusive of


financial and non financial transactions) per month for Saving Fund Account

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customers:

Type of Customer No of free Transactions* No of free Transactions* per


per month on Other month on Our Own Banks
Banks ATM ATM
Existing Revised Existing Revised
Saving Fund Account
(except Small/No
5 3 No cap No cap
Frill/Basic SF a/cs)-In Six
metros**
Saving Fund Account
(Small/No Frill/Basic SF 5 5 No cap No cap
a/cs)-In Six metros**
Saving Fund Account In
areas other than Six 5 5 No cap No cap
metros**
*No of Transactions includes financial and non financial transactions both.
**Mumbai, New Delhi, Chennai, Kolkata, Bengaluru and Hyderabad.
ATM Transaction Charges: Charges on transactions (over and above free
transactions, as mentioned above):

Type of Transaction Charges (plus Transaction Charges (plus


Customer service charges, if any) on service charges, if any) on Our
Other Banks ATM (Rs) Own Banks ATM (Rs)
Existing Revised Existing Revised
Saving Fund
Account - 20 20 Nil Nil
Financial
Saving Fund
Account -Non 9 20 Nil Nil
Financial
Revised guidelines are applicable w e f 1st November 2014

To avoid any ambiguity, IBA has made Metro/Non Metro distinction at the postal code
level. Accordingly, Switch has also identified ATMs of the six metros as Metro/Non
Metro.

MENUS DCARDINS Debit Card Inventory acknowledgement (R & V Option)


RELATING TO DCARD Debit card issue and request for activation
DEBIT CARD SWCM Card information at Account level
ACM/7 or ACI/7 List of Cards linked to the Account
UPLDCARD Bulk debit card upload utility without using PCUNIX

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PREPAID CARDS
1. PNB UPHAAR CARD : A GIFT CARD

Eligibility Customers and Non Customer, Non-Customers may purchase PNB Uphaar
through payment from their account or by cheque from any PNB Branch.
Type of Card to be Non-Personalized Cards.
issued
Documents required For Existing PNB Customers:
for issuance of card Application form for issuance of Card.
The A/c should be KYC complaint.
(As per Banks For Non-Customers:
existing guidelines Application form for issuance of Card
for KYC Identity Proof: - PAN card, Passport, Driving License, Voter ID card or any
compliance) other proof as per Banks guidelines for KYC compliance
Address Proof: - Telephone Bill, Electricity Bill, Ration card or any other
proof as per Banks guidelines for KYC compliance
The Mobile Number of the cardholder is mandatory.
Applicability of Card Pan India
Amount to be Minimum: Rs. 500/-
loaded in PNB Maximum: Rs. 50000/-
Uphaar Card
Validity of the Card Minimum 6 months maximum upto 12 months from date of issue Replacement of
a card before the minimum validity period would attract card replacement fee
Transactions at No minimum limit
POS Maximum Rs 25000/- per day or the balance available in the card
(Cash withdrawal is whichever is lower
not allowed through
the card.)
Stock of Card and Stock of PNB Uphaar Cards and respective PINs would be maintained at
PIN branches. The stock of Suvidha Cards and their PINs held at branches would be
treated as security forms and their records shall be maintained accordingly.
Issuance of The original purchaser of the Card may lodge a request with a branch for
duplicate PIN issuance of Duplicate PIN.
The duplicate PIN will be sent to the branch from where such a request has
been generated.
Reporting loss of To be immediately reported to Banks Call Center by the card holder for hot
Card listing of Card.
Re-loading of Card PNB Uphaar is not a reloadable card.
Card Accepted at PNB Uphaar card would be accepted at:
All the POS / Merchant establishment having Maestro / Master Card logo.
Over Internet for Ecommerce Transactions.
Facilities to be Purchase at POS machines and over Internet for up to Rs. 25000/- per day
provided to card Other E-commerce transactions such as payment of Utility Bills / booking of
holders tickets/ making purchases etc. over the Internet
Process at CBS Each Uphaar Card will have a separate current account.
Separate Menu has been customized for the issuance of the card in CBS.
The menu option is PCARDISS The issuing branch will issue the card
using the customized CBS menu options.
Bulk Issuance PNB Uphaar may be issued in Bulk only to existing customer

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A utility would be provided in CBS to facilitate bulk purchase of these Cards,
especially by Corporates.
There is no restriction on number of cards that may be issued to corporate
entities.
However, in case of individuals, up to 20 cards may be purchased during a
month.
Type of account Current Account.
required to support
the Card
Mode for purchase Through Transfer from a PNB account or by Cheque
of Card Purchase
Transferability PNB Uphaar cards shall be transferable by delivery.
Menu Options
-For issuance of PNB Uphaar PCARDISS
-To Check status of PNB Uphaar Card UPHARIN
At the time of Surrender of PNB Uphaar PCARDSUR
Bulk Uploading: UPHBULK

Reports
The reports for PNB Uphaar can be accessed at :
CARDREP 9A and 9B
Schedule Of Joining Fee: Free of cost
Charges Card replacement fee (if card is lost): Rs. 25/-
Duplicate PIN Fee :- Rs. 25/-

2.PNB SUVIDHA PREPAID CARD

Who Can Purchase? a. Individuals for personal use


b. Corporate: For making payments to their employees
Eligibility Individuals:
KYC Compliant PNB Customers , or,
Non Customers who have a valid bank account and furnish KYC documents.

Receipt for Amount for Loading/Reloading:

Payments to be accepted either as transfer from a PNB account or by way of a


Cheque from a non-PNB purchaser.

Corporates:
Must be a constituent of PNB
.

Receipt for Amount for Loading/Reloading:

The list of Authorized Signatories approved by the Board of the


Corporate Entity is to be held on record and requests only from such
Authorized Personnel are accepted for the purpose of loading/activating
the PNB Suvidha Prepaid Cards.
To be loaded and re-loaded only by debit to the Bank Account of the
Corporate being maintained with our Bank.

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Place of Issuance PNB Branches
Type of Card to be Non-Personalized Cards.
issued May also be issued in the form of a Co-branded Card in case of Corporates.
Documents required In case of Individuals:
for issuance of card For Existing KYC compliant PNB Customers:
Application form for issuance of Card.
(As per Banks The A/c should be KYC complaint.
existing guidelines For Non-Customers:
for KYC compliance) Application form for issuance of Card
Identity Proof: - PAN card, Passport, Driving License, Voter ID card or
any other proof as per Banks guidelines for KYC compliance
Address Proof: - Telephone Bill, Electricity Bill, Ration card or any other
proof as per Banks guidelines for KYC compliance
Mobile Number of the cardholder is mandatory.
For Corporates:
The Corporate must be a PNB customer.
While the Corporates purchase the Cards for their employees, the
issuing branch to ensure :
Suvidha card can also be issued to unlisted corporates/partnership
firms/sole proprietorship/public organizations like municipal
corporations, urban local bodies, etc. (employers) for onward
issuance to their staff / employees / contract workers etc.
Branches shall extend this facility only to those entities/employers
that have a bank account with our bank 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 / contract
workers, etc. shall be the responsibility of the concerned employer.
Branches should capture and maintain details of the employees to
whom the cards are issued by the employer along with copies of
photograph and identity proof of such employees. The employer is
also required to make available details of bank accounts (if any) of the
employees to the bank.
Branches shall load/reload PPIs after obtaining necessary
authorization and above mentioned details of the
employees/staff/contract workers, etc. from the employers
Loading and re-loading of PNB Suvidha Cards to be permitted only to
the debit of the Bank Account of the Corporate.

Application Form Applications from Individuals may be taken on the specified Application Form.
(Draft enclosed)
Corporates may apply for issuance of PNB Suvidha Cards on their Letter Pad
signed by the authorized signatory.

Applicability of Card Pan India


Currency of Card INR
Amount that can be For Individuals :
loaded on the PNB Minimum: Rs. 500/- Maximum: Rs. 50000/-
Suvidha Card For Corporates :
Cards may be issued with zero balance
Maximum : Rs. 50000/-

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Validity of Card Minimum 6 months, maximum 36 months from date of issue.
Replacement of a card before the minimum validity period would attract
card replacement fee.
Acceptability of the PNB Pre paid cards can be used at:
Card All PNB ATMs,
ATMs of other Banks accepting Master / Maestro logo or those covered
under the Sharing arrangement.
At POS / Merchant establishments with logo of Maestro / Master Card.
Over the Internet for E-commerce Transactions.
Facilities available Cash Withdrawal from ATMs upto Rs. 25000/- per day.
to card holders Purchase at POS machines and over Internet up to Rs. 25000/- per day
Convenience of Payment of Utility Bills at ATMs and payment / purchase
over the Internet
Transactions facility Cash withdrawals (At PNB ATMs)
with PNB Suvidha Maximum Rs. 25000/- per day
Card Cash withdrawals (At ATMs of Other Banks)
Maximum:- Rs. 25000/- per day (Charges will be applicable as per RBI
guidelines)
Transactions at POS
No minimum
Maximum Rs 25000/- per day or the balance available in the card
whichever is lower

Facility at ATMS At PNB- ATMs:
Balance enquiry, Mini Statement cash withdrawals & PIN Change. Fund Transfer
etc.
At ATMs of Other Banks :
Balance enquiry, cash withdrawals.
(Transactions to be guided as per RBI guidelines issued from time to time)
Stock of Suvidha Stock of Suvidha Cards and respective PINs would be maintained at branches.
Cards and PIN The stock of Suvidha Cards and their PINs held at branches would be treated as
security forms and their records shall be maintained accordingly.
Application for Only the purchaser of the Card may request for a duplicate PIN.
duplicate PIN The duplicate PIN will be sent to the branch from where the request has
been generated.
Reporting loss of To be immediately reported to Banks Call Center by the card holder for hot
Card listing of Card.
Re-loading of Card PNB Suvidha may be reloaded by the purchaser by request for transfer
through PNB account or by payment by cheque at any branch of the
Bank. However, re-loading through cheques would be subject to
realization.

If the customer is availing the facility of Internet Banking Retail, he can


reload the Suvidha Card through Internet Banking also.
Surrender of Card Before surrendering the PNB Suvidha Card, the Card holder would be
required to withdraw the balance amount available from an ATM.
Any residual amount less than Rs100/- remaining on the card that
cannot be withdrawn through an ATM, can be refunded to the purchaser
of the Card through an account payee Demand Draft, after due
verification of identity of the Card holder.

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After surrender of the card, the same should be destroyed by cutting it
into at least 4 pieces.
Type of Account to PNB Suvidha would be supported by non interest bearing Saving Fund
support PNB Accounts
Suvidha
Process at CBS Each Suvidha Card will have a separate underlying savings account.
A Separate Menu has been customized for the issuance of the card in
CBS.
Facility of Bulk PNB Suvidha has the facility of Bulk issuance for Corporates.
Issuance
Documents required Card holders would be required to fill up the application form for re-
for re-loading of loading of the Card.
Card Reloading would be allowed only through the PNB account of the Card
Holder, or by cheque.
Mode for Issuance/ Through Transfer from PNB account / Cheque only.
Reloading of PNB Issuance or re-loading of Card through cash is not permitted.
Suvidha
Menu Options
- For issuance of PNB Suvidha Card PSUVISS
-To Check status of PNB Suvidha Card UPHARIN
-At the time of Reloading of PNB Suvidha Card PSUVRLD
-At the time of Surrender of PNB Suvidha Card PSUVSUR
- Bulk Uploading CARDBULK
Reports
-The reports for PNB Suvidha can be accessed at :
CARDREP 10A and 10B
Schedule of Charges (proposed)
Joining Fee: Free of cost
Cash Reloading: Free
Card replacement fee (if card is lost): Rs. 25/-
Duplicate PIN fee :- Rs. 25/-

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Internet Banking Services

Bank has introduced a new Menu option in CBS named as ADCREQ. Through this menu option the
Internet Banking- Retail and Mobile Banking facilities of the customer can be created and enabled at the
same time. In such a case the Login and Transaction passwords of the Internet Banking and Mobile
Banking will be same. On customers specific request only one facility can also be created through this
menu option

Types of Internet Internet Banking service is available to the customers of CBS branches for accessing
Banking Services their accounts through Internet without coming to the branches. Internet Banking
(IBS) Service is of two types:
1. Retail IBS
2. Corporate IBS
Retail IBS is to be provided to all such retail customers whose constitution is defined
as individual (Constitution Code 001) or Joint Accounts (Constitution Code 002) in
CUMM in FINACLE.
It is to be kept in mind that the Sole Proprietorship accounts & Partnership
accounts can also be included in IBS Retail (provided partnership firm does not
want maker & checker concept through IBS and the mode of operation in
Partnership Firm account is not that of Joint Operation.)

For Retail the customer has to fill in the form PNB1063 and Corporate customer has
to fill in the form PNB1212.

IBS Retail registration can also be done through call centre, ATM or On line through
the site www.netpnb.com under the link available New User or by visiting
www.pnbindia.in through the link internet banking, which will divert the user to
www.netpnb.com. On Line registration facility has been made available for Individuals
having self operated accounts and/or joint accounts with mode of operation as Either
or Survivor or Former or Survivor or Any one or Survivor only.
Creation of The FINACLE menu options for the creation of IBS Users are:
Internet Banking Retail IBS ADCREQ
User in branches Corporate IBS Through the link Relationship Manager only

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Branches can submit the IBS request of Sole Proprietor 011 and Partnership
009 under ADCREQ for issuing Retail Internet Banking Services without changing
the constitution type in CUMM. The categorization of customer for punching the
Internet Banking requests in CBS shall be as under:

IBS Facility Constitution Type Constitution ID


Retail Individual 001
Joint A/c 002
(ADCREQ) Sole Proprietor 011
Partnership 009

Corporate Partnership 009


Pvt. Ltd 008
(through Relationship Pub Ltd 007
Manager link) Trusts 006
HUF 005
Associations 004
Others 999
Co-op 003

Internet Banking NRI customers are now allowed to have all the transaction facilities on Internet. They
Transaction can transfer funds under permitted categories i.e. NRE to NRE, NRE to domestic,
facility for NRI NRO to domestic and NRE to NRO accounts. The procedure is as under:
customers
On Line registration for NRI Customers is also allowed. (TBD Circular No.
59/2014 dated 11.10.2014)

Customers desiring to have View and Transaction Facility through Branch:


Customer would download PNB-1063 (Appl. Forms) from our site and fax or E-mail
the request for internet banking service to the Branch. The branch will forward
request through ADCREQ as per the prevalent procedure in case of retail customer.

Functionalities Accounts: All the accounts attached to the customer ID are shown by the system
and customer can visit the same.

Transfers: Apart from the own accounts, funds can be transferred to the other
accounts in PNB, also through NEFT, RTGS and IMPS transfer of funds can also be
made under this link. The overall maximum limit of transfer of funds under all these
categories is Rs. 15,00,000/- (Rupees Fifteen Lacs only) per day, except 1) transfer
into his own accounts and 2) Payment of any Government Dues (For these two
transactions, there is no per day limit)

Service Requests: Various requests can be sent to the branch through this service.
Issue an FDR: Facility of opening online fixed deposits (e-FDR) has been made
available to all Retail Internet Banking Users. Using the facility FDR can be made
online through IBS without visiting the branch. The same can be renewed and/or
cancelled before due date through online also.

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Mails: Any mail originated from RMDC will appear in this link and also mail can also
be sent to the base branch.

PNB Credit Card: Through this link information and activities relating to the PNB
Credit Card can be obtained. The customer can see his present and past statements
and can make payment also.

User Activity History: Financial & Non Financial Inquiry can be made.

Personal Setting: Change of IBS Shield (Image & Phrase) and Challenge Questions
can be defined through this link. A User can also set Login Time within system default
time which is 24x365 and transaction limit within system default limit of Rs. 15 Lac as
third party transfer limit. The online registration for Mobile Banking can also be made
through a special link provided in Personal Settings.

Change Password: Login password and Transaction password can be changed at


any time through this link.

Alerts: System will keep on giving the alerts to the customer through this link.

Tax Credit Statement: Customer can watch his TAX Credit Statement AS26 by
clicking this link.

Apply for Bank Products: Customer can apply for other products of the bank.

Change of User id: Bank has provided an online facility to change user id by the
customer any number of times.

Value Added Services:


Hotlisting of Card: Customer can get his debit card hotlisted through IBS

Debit Card Personalisation: Customer can manage his debit card through IBS and
can reduce the limit of card as per his convenience. Subsequently the limits can be
increased upto threshold limit set by the Bank any time.

Change account access: Retail Internet Banking users can choose the accounts in
which they want to transact or not, on their own. This feature Change account
access can be accessed and used as under:

1. Login in Retail Internet Banking.

2. Go to Personal settings > Personal Details & Preferences > Change Account
Access
3. All the operative accounts linked to user ID will be displayed on the next page.
a.) Following selection parameters have been given for modifying account access
under Change Access Account

(i) No Access: User may use this option if he doesnt want to inquire and perform any
transaction through any account.

(ii) Access: This feature allows user to select either inquire or transact option for a

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particular account else, he/she may select both options if he wants to perform both
Inquiry and Transactions.
4. After selecting the desired option, an OTP will be sent on the registered mobile
number of the customer for validation.
5. User can modify the change account access any number of times, as per his
requirement.

Other Payments Apart from the above functionalities bill payments of Electricity bill, Water payments
bill, Gas Bill, DTH bill, Mobile Bill, Land Line Bill, Insurance Premium, Donations to
charitable institutions, Fees to the Universities, Payment of Taxes and VAT to the
states mentioned in the list, Share Trading Payments, Hotel & Travel bookings can be
done, through the Internet Banking Services.

Retail IBS Fund Transfer of Funds through Retail internet Banking can be classified under two
Transfer limits heads:
1. Within your own accounts Unlimited
2. To 3rd party accounts Rs. 15 lac per day
(3rd Party accounts may be of following types )
Utility Bill payments.
Intra Bank 3rd party transfer
Payment towards credit card
E-Commerce transactions

Inter Bank 3rd party transfer


RTGS Rs. 2 lakh as minimum amount limit per transaction within the
overall per day funds transfer limit of Rs.15 lac
NEFT less than Rs. 2 lakh per transaction
IMPS (using MMID & Mobile Number or Account number and IFSC)
Threshold limit Rs. 1 lakh per day.

Users have been enabled to set their own daily transaction limit, for any
amount, as per their need within the maximum limit of Rs. 15 lac per day.
However, the default limit of overall maximum amount will continue to be Rs.
15 lac per day.
Time Limits for The funds can be transferred Inter Bank using the Internet Banking Services. The
remittance of time limit is as under:
Funds through
RTGS/NEFT RTGS (R41 transactions i.e. customer transactions): 8.00 am to 4.15 pm
using IBS. NEFT (N06 transactions i.e. customer transactions): 6.00 am to 6.35 pm
Bulk RTGS (Through Corporate Internet Banking): 8.00 am to 3.45 pm
Bulk NEFT (Through Corporate Internet Banking): 6.00 am to 6.30 pm

However; after the prescribed timings, user has the option to make the transaction,
which will be executed during the subsequent working day (NEFT/RTGS working
day).
On line Enabling 1. Enabling transaction facility for View Only users:
Transaction
facility for view Until now, if a user has opted for View Only facility through Internet Banking or
only users and Mobile Banking and later on wishes to avail transaction facility also, user has to visit
Fetching USER to the branch. The branch, in turn had to follow the below steps to enable transaction
ID facility in IBS/ MBS: A-M- Use Menu Option ADCREQ - Enter the Customer ID in

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which modification is to be done. - Update the profile to VT and verify. Batch is run at
Head Office DBD level. In addition to above, now the users can update their profile
from View only to View & Transaction online without visiting to the branch. The
link for enabling transaction facility has been provided on home page of Internet
Banking website www.netpnb.com.

Fetching User ID: If a user has forgot his user ID for Internet Banking or Mobile Banking, he can online
fetch his user ID without any hassles online. The link for enabling transaction facility
has been provided on home page of Internet Banking website www.netpnb.com.

Internet Banking Branches may register the Corporate Customers for Internet Banking services
Corporate instantly by logging-in to Relationship Manager where branch official would create
Corporate ID & Corporate Admin user for the Corporate, attach one pre-printed
password (UID) with the same & hand it over to the person authorized to receive the
same under proper acknowledgement.

The Corporate Admin after receipt of password, may create other users, set their
password, set their transaction limits & map their workflow rules for transactions. The
Corporate Admin/users would be activated instantly after creation, however all their
accounts will be visible to them after 24 to 48 hours.

Features of Corporate Internet Banking are:


1. Instant creation & activation of Admin User.
2. Discontinuation of Form B Giving freedom to Corp Admin for creation of
users, setting their passwords & defining limit workflow/role.
3. Superior user interface and navigation Introduction of My Shortcut.
4. Future Transaction Management -Provision for recurring & scheduling transactions
5. Transaction Template Maintenance Transactions can be saved as a template.
6. Bulk Transfers (Within PNB/NEFT/RTGS) and Bulk Payee Creation (NEFT/RTGS).
7. Simplified Limit Setting process & Beneficiary Management.
8. Trade Finance functionality.
9. Maker-Checker facility in E-Commerce transactions & Tax Payments.
10. Personalized Login Page & Dashboard with facility of selection of landing page
during login.
11. Facility of E-Filing of Income Tax.
12. Enhanced Security:
OTP as additional factor of authentication.
Option for Digital Signature in Login and Transaction.
Virtual keyboard - dynamic.
SMS Alert for all important activities will be sent to Account Holder also.

Relationship Manager User ID Management:


User ID of Circle office Relationship Managers will be created with their PF
numbers by DBD, Head Office.
User IDs of Relationship Managers of branches will be created with their PF
numbers by the respective Circle Office Relationship Managers.

Role of Branches:
Keeping pre printed passwords (UID) received from Head office as security
instruments & ensuring availability of adequate stock of the same.
Obtaining duly completed request form (PNB 1212) for registration under IBS

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Corporate facility & validate the same for authenticity.
Creation of Corporate ID, Admin user, linking the pre printed password &
handing over the same to customer under proper authentication.
In the case of re-issuance of password to Corporate Admin user, obtaining duly
completed request form (PNB 1213) & validate the same for authenticity, before
issuance of password.
Guiding customers about the features of IBS Corporate & helping them in
operations.

Role of Circle offices:


Creation of RM Users for branches & RM User maintenance
Managing Circle Helpdesk for their branches

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SMS ALERTS SERVICES
The SMS Alert facility is available to both Retail and Corporate
SMS Alert Facility customers


Registration by Branches only
customer through
Request Form For Retail Customers

Through PNB 1167-SMS Alerts & Mobile Banking Retail duly
filled by the customer
OR

Through PNB 1174-SMS Alerts Slip duly filled by the
customer(Retail)

OR

If the customer opts for the service in the account opening form.
OR

Customer Mandate to Register for SMS Alerts
(Introduction of Register at Branches)

For Corporate Customers


Through PNB 1170- SMS Alerts Corporate duly filled by the customer

How to Register for The registration for SMS Alerts can be done through Branches only.
SMS Alerts?

Category of Customer Related How to register & Important points to note


Constitution related Menu Option while entry of Mobile No.
Code in CUMM
Retail Individual 001, 002 Entry of Mobile Number Mobile no. should be prefixed
customers with 2 digit Country code
making total 12 digit for entry i.
The entry of Mobile e for India, Country code is 91
number for SMS Alert and if Mobile number is
services is to be 9000000001 the entry of
entered in CUMM -> Mobile no. is to be made as
General Details-2nd 919000000001.
screen-Mobile Number
field in the Right side In case of NRI customers, if
bottom the digits for mobile number
including country code is less
Verification- than 12, prefix zeros to make
it a complete 12 digit number.
For example, a Mobile number

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111111 with country code 99 is
Verification of CUMM to be entered as
000099111111
Proprietorship / All codes except Entry of Mobile Number - As above-
Partnership accounts 001 & 002
The Mobile number be
& Corporate registered through
Customers menu option Alerts
>R (for constitution
codes 011 & 009)
Alerts >C for all other
categories
Verification-
Verification through
menu option ALERTS
For Proprietorship / Partnership accounts &Corporate Customers:
-Maximum 10 persons for one customer id in a corporate will be provided with the facility of SMS alerts
delivery. It is the responsibility of the corporate for the authenticity of the above mentioned mobile
numbers.
-User id field has to be entered (00 to 09) While Registering
SMS Alerts Corporate.
Finacle Menu Option ALERTS

Maker checker concept


Options available are A,M,V,I,X,D
A=Addition
M=Modify
V=Verify
I=Inquire
X=Cancellation
D=Disable
Threshold Limits for sending of Mode of transaction Threshold limit
SMS Alerts
Transactions through Branch Alert is sent for every transaction of
Rs. 1000/- & above for pension
accounts.
Alert is sent for every transaction of
Rs. 5000/- & above for all other
accounts except pension accounts.
Transactions through Alternate Alert is sent for every transaction,
Delivery channels irrespective of amount for all accounts.

Apart from these, Customers who are registered for this facility would
be receiving the following alerts on their mobile in addition to the
alerts on their transactions:

Alerts on new schemes


Renewal of CC/OD account limits.
Bill under LC becoming due for payment.

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Sending Balance on We have now introduced the facility of receiving Balance on a Missed
Call over SMS. The Balance will be fetched only for 5 Savings
a Missed call to Accounts
SMS Registered Of the retail customer registered for SMS Alerts.
Customers (Retail The transaction flow will be as under:
Customers) The customer gives a Missed Call on the Call Centre number i.e.
1800 180 2222, 1800 103 2222 or 0120-2490000 (less than 3
rings) from your registered mobile no.
The Balance for his account will be fetched and sent on
his
registered mobile number.

Introduction of Pull In order to provide a simplified SMS Banking to our customer, a new
limited feature version of SMS Banking has been launched wherein
there is no need for applying at branch and no need of remembering
SMS facility for and using SMS password.
Retail Customers.

With the launch of this feature all customers who have registered their
mobile number with Bank for SMS Alert in their account are
automatically enabled to use following financial and non financial
transactions using SMS Banking.

Balance Inquiry

Mini Statement

Cheque Status Inquiry

Stop payment of cheque

Hotlisting of Debit Card

Alert for installment due of retail loans.


Alert reminding on overdue oninstallment amount of
retail Loan etc.

A mobile registered customer can avail above five services by simply


sending a SMS (a key word) on 5607040 or 9264092640 phone number in
the following predefined formats according to the services required by him:
1. For Balance Inquiry:

BAL <space> 16 digit Account Number e.g.


BAL 015300XXXXXXXXXX

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2. For Mini Statement Inquiry:

MINISTMT <space> 16 digit Account Number e.g.


MINSTMT 015300XXXXXXXXXX

3. For Cheque Status Inquiry:

CHQINQ<space> CHEQUE NUMBER<space> 16 digit Account Number

e.g. CHQINQ 123456 015300XXXXXXXXXX


4. For Stop Payment of Cheque:

STPCHQ<space> CHEQUE NO. <space> 16 digit Account number e.g.


STPCHQ 123456 015300XXXXXXXXXX
5. For Hotlisting of debit card:

HOT<space>Card number

Report on Mismatch Central MIS Server


of Mobile Number in
CUMM-ALERTS Menu Option PNBRPT

Option 9
\Sub-option 148

Set Id/Sol Id

Charges SMS Alerts charges are applicable @ Rs. 15/- (plus service tax) per quarter
for with following exempted category of accounts, where no charges are levied:
SMS Alerts.
1. Sr. Citizen Accounts
2. Vidyarthi Accounts
3. Mitra Accounts
4. Staff Accounts
5. Ex- Staff Accounts

Presently a flat charge of Rs 15/- per quarter is charged to all customers


registered for SMS Alerts. Many customer complaints are being received on
this account as they are not willing to pay these charges. The system has been
reviewed and now complying with RBI mandates. Alerts have been classified
as Mandatory/ Non Mandatory Alerts. Accordingly, Customers will now have an
option to subscribe for non mandatory SMS Alerts in addition to mandatory
alerts. If customer opts for both mandatory and non mandatory SMS Alerts

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only then the prescribed charges will be deducted.
System has been enabled to capture these options from customers only
through ALERTS menu.
Non Mandatory alerts are further classified into Transactional and Informative.
To
incorporate the said changes, two new fields NON Man Info Alert and Non
Man Txn Alert has been introduced in ALERTS menu.
Both the Non Mandatory fields are by default populated as Y (Registered for
non mandatory alerts). For deregistering the customer for Non-mandatory
Alerts, branch has to mark both the above field as N using modify (M) option
in ALERTS menu.
Note: If any of these two fields (Non Man Info Alert/ Non Man Txn Alert)
are Y then customer will be charged for SMS ALERTS.

Valid values for Non-mandatory alerts fields are:


'Y' - Customer will receive all mandatory SMS and the corresponding Non-
mandatory Alerts (Transactional/Informative).
'N' - Customer will receive all mandatory Alerts and will not receive
corresponding Non-mandatory Alerts (Transactional/Informative).

Customer can opt for both/neither of the Transactional/Informative categories.

For registering a customer for Alerts, use ALERTS menu- option A


If customer wants to discontinue SMS alerts, then branch has to execute
'DISABLE (D)' option in ALERTS menu which will disable mandatory alerts and
non-mandatory alerts both.

Centralized Bank has successfully customized an application for centralized issuance


issuance of personalized debit cards through SMS in a very short time span
of without any intervention of the branch. This SMS application is a new
personalized debit approach made live in addition to the existing debit cards issuance
cards process through branches.
through
SMS.

Terms & Condition for Debit Card Issuance through SMS:-


1- Only personalized debit cards will be issued in the name of
primary account holder.
2- Customer can make request only through his mobile number
registered in his bank account as per CBS record.
3- This facility is available in all the accounts, where debit cards
have not been issued earlier, to the customer.
4- Debit cards and ATM pins will be dispatched separately at
registered home address in deactivated state.
5- Final activation will be done from the base branch only.
SMS Process Flow:-
1- The customer/account holder sends an SMS by the registered
mobile number to a centralized number: 5607040 with the account

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number.
SMS can be DEBCARD <Account Number>.
2- Customer will get reply immediately as follows:-
a. If the account number Invalid
account number received, please re-send with correct account number.
b. If the mobile number is not registered with account number:
Mobile number is not registered with the provided account number,
please use your registered mobile number to re-send the SMS.

c. If a debit card is already Debit card already issued on and request this will
get a cancelled automatically.

d. If the account number is correct and mobile number is registered with the
provided account number: Request received, your request no is XXXXX. We
will revert back soon with the card dispatch and details request will be
added in the DCARD menu of CBS.

e. SMS text to be sent Your debit card has been dispatched at your
registered home address. Please visit your base branch for activation
after receiving the debit card and ATM pin.

Centralized issuance of debit cards through SMS


For security reasons personalized Debit card and ATM PIN will be dispatched
separately in deactivated state with a one day gap at the registered Home
Address of the primary account holder and simultaneously an SMS will be sent
to the customer with dispatch details. On receipt of the debit card and ATM pin,
account holder will visit Base Branch to activate the card. The Base Branch will
authenticate the customer by his signature and photograph from Finacle and
after receiving an acknowledgement from the account holder in the register,
branch will punch the activation request in the system through DCARD menu,
optionReceiveRConfirmand. C

The card will get activated within 48 hours of punching the activation
request by the branch.

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PNB Mobile Banking Services

Mobile banking (also known as M-Banking, SMS Banking etc.) is a term used for performing
balance checks, account transactions, payments etc. via a mobile device such as a mobile /cell
phone.
PNB Mobile Banking Service would allow various banking and financial transactions besides
doing SMS Manual Banking i.e. getting information over SMS.
Bank has introduced a new Menu option in CBS named as ADCREQ. Through this menu option
the Internet Banking- Retail and Mobile Banking facilities of the customer can be created and
enabled at the same time. In such a case the Login and Transaction passwords of the Internet
Banking and Mobile Banking will be same. On customers specific request only one facility can also
be created through this menu option.

Services available Enquiries:


through PNB Mobile Account Details, Balance Inquiry, Nominee Details, Mini
Banking: Statement, Cheque Status Inquiry;
Transfers:
Transfer of funds to own accounts, to 3rd party accounts within
PNB, IMPS for interbank fund transfer (using MMID & registered
mobile number), IMPS Merchant payments P2M (i.e. Person to
Merchant), IMPS P2A (i.e. Person to account) using IFSC code,
NEFT, Mobile Payments towards utility bills/services.
Other Services:
Stop Payment of Cheque, Request for Cheque Book and request
for FD opening, Registration for Internet Banking -Retail

Who can apply: Any person having account with PNB with Single or Joint name having
constitution code 001 or 002 as per CUMM) can apply for PNB Mobile
Banking Services.

Mobile Banking Services How to use mobile banking:


Flavors Based on the various kinds of handsets available in the market &
to meet the need of each sector; mobile banking has been made
available in different modes. The user can choose any of these
flavors, based on his mobile handset:
SMS Mode: SMS Based Mobile Banking.
NUUP- National Unified USSD Platform: National Payments
Corporation of India (NPCI) has now launched USSD based
Mobile Banking through a common platform for all Banks
under National Unified USSD Platform (NUUP).
USSD based Mobile Banking Services can be availed by the
customers by dialing *99# which would connect the customer
to USSD platform of NPCI.
GPRS Browser based: This flavor requires a mobile phone
enabled with GPRS or wi-fi. The URL for PNB mobile banking
is https://mobile.netpnb.com

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Application based flavor: The user can download PNB m-banking
application (mobile app) in his mobile handset. For Blackberry &
Symbian mobiles, the user will download the application from our
website https://mobile.netpnb.com & for android phones, application
can be downloaded (free download) from android market using the link
Google Play/Play Store.

How to Register Online Mode Off-line Mode


Retail Internet The customer will submit Mobile Banking
Banking users request form PNB 1167
can register for at any nearby branch. After verifying the
Mobile Banking details, the dealing official will submit the
through following request in CBS menu ADCREQ and will get
simple steps: password kit from the same branch within 7-10
Login to working days of submission of request. The Kit
Internet contains:
Banking using Login Password (for URL based flavor),
your login Transaction Password (for App based
user name flavor) and SMS Password (for SMS
and based flavor)
password. User Guide
Go to
Personal Main menu: ADCREQ
Settings Options: C Create New User
Other P Duplicate Password
Settings M Modify User Profile , Mobile
Register For number, security answers
Mobile A Attach more Cust ids
Banking.

Activation of Password Login password is activated by default. However the request for
(Offline) activation of transaction password will be submitted by the branch in
CBS menu ADCREQ>P>E at the time of delivering the same to the
customer. The password will be activated after 24 hours of
submission of request in CBS

How to Application based Do not have Internet Connection in Mobile?


Download flavor: User can Use SMS/USSD flavor:
app/Use download PNB
Mobile mbanking SMS Flavor:
Banking? application (mobile Send SMS to 5607040 or 9264092640 from
app) from our registered Mobile Number:
website Facilities Format of the SMS Message
https://mobile.netpnb Balance BAL<space> 16 digit A/C
.com or from Inquiry NUMBER
respective App Store Mini MINSTMT <space>16 digit A/C
like Play Store. Statement NUMBER
Activation process A/c STMT

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(One time activity) Statement <space>Month<space>16 digit
is as under: Request A/C NUMBER
Terms & Stop STPCHQ <space> CHEQUE
conditions shall payment of NUMBER <space>A/C
be displayed, cheque NUMBER
Click on I Cheque CHQINQ <space> CHEQUE
Agree. Status NUMBER <space>A/C
Enter Customer Inquiry NUMBER
ID Cheque CHKBK<space>A/C
Enter OTP book NUMBER<space> MBANKING
received through request USERID<space> NUMBER OF
SMS LEAVES FOR CHEQUE BOOK
Generate one 4- Change CHNGPWD<space>SMS
digit MPIN of SMS PASSWORD<space> NEW
your choice Password SMS PASSWORD
which will be Self SLFTRF<space>FROM A/C
used for login. Transfer of NUMBER<space>TO A/C
Transaction funds NUMBER<space>AMOUNT
password is IMPS Intra bank and Interbank
required for doing remittance up to Rs. 5000/- per
transactions. day per customer
Generate 7 MMID
digit MMID
To Cancel MMIDCANCEL
MMID
App not supported, NUUP-National Unified USSD Platform Flavor:
dont worry; you After dialing *99#, system would ask for first four
can still use PNB digits of IFS Code of the bank which in our case
mobile banking in is PUNB. After entering PUNB & clicking
your GPRS/Wi-Fi send, following services would be available to
enabled mobile: the customers:
GPRS Browser
based: Open our 1. Send Money
PNB mobile banking
website through link 2. Request Money
https://mobile.netpnb 3. Check Balance
.com. User requires 4. My Profile *
Login Password for
5. Pending Requests
using this service.
Daily limit of funds 6. Transactions
transfer in both the 7. UPI PIN
above flavors is Rs. *User may change his linked Account number,
1,00,000/- per language and primary address through My
customer. Profile by dialling 4 in option.

This facility through SMS is free of charge by the


Bank. However, telecom charges on SMS would
be as per tariff of the telecom service provider
GPRS- This flavor requires a mobile phone enabled with GPRS or wi-fi.
Browser The URL for PNB mobile banking is https://mobile.netpnb.com

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Based
Flavor -Click on Login
-Enter User Id(Cust Id)
-Enter Login Password
-Click Login
After authentication, Home page will open with: Services Available
Enquiries
Account Details
Account Balance Inquiry
Nominee Details
Mini Statement
Cheque Status Inquiry
Transfers
Transfer of funds to own accounts
Transfer of funds to 3rd Party Accounts within PNB
IMPS for interbank fund transfer (using MMID & registered mobile
number)
IMPS Merchant payments (P2M) { Person to Merchant}
IMPS P2A { person to account} (using IFSC code)
NEFT
Mobile Payments towards utility bills/services
Other Services
Stop Payment of Cheque
Request for Cheque Book
Request for FD opening
Transactions:
All the transactions will be authenticated through one OTP which customer
has to generate online at the time of transaction itself through the link
Generate OTP
Mobile Bank has tied up with M/s Billdesk (payment aggregator) and extended the
Payments Mobile payments option for our Retail Mobile Banking users. This will enable
them to make utility bill payments towards electricity, mobile and water bills
etc using their handsets. No separate application form has to be filled by the
already registered mobile banking users for availing the Mobile Payments
option.

Payments towards utility bills/services utility bills/ services.

The user after logging into Mobile Banking Service will choose
Mobile Payments option for making payment towards available
On choosing mobile payments following options will be
displayed:

Add biller
View and Pay bill
View payment history

Add Biller

Based on the requirements user can add billers like Airtel, Vodafone

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etc for which payments have to be made.
The biller should be added before the billing cycle so that bill is
uploaded by the payment aggregator for making payment.
This would be a onetime activity.

The user would be able to select the biller from the list available.

Customer has to search his/her Biller out of a list of billers by typing


first three letters of Biller name e.g. VOD for Vodafone and then click
Search

Customer fills following details of his bill


Mobile Number
Bill Account No.
Customer Name

And clicks Confirm , Biller is registered/added

View and Pay Bill


Using this option the registered Mobile Banking user can view the bill
details and make payments of the bill being displayed
First of all, the customer has to select the registered biller and then
enter the Bill Id and click on Get Details to view the bill details.
Then user has to enter the User Id and transaction password and click
on Pay to pay the bill
Payment History
Details of payments made by the customer are displayed.
Presently, no charges are there for availing the mobile payments
facility under the PNB Mobile Banking Services.

Introducti Interbank fund transfer through Immediate Payment Service (IMPS)


on of is on increasing trend being its 24X7 availability & instant credit to
Immediate beneficiary account. Keeping in view the growing tendency, after
Payment launching it at Mobile Banking & Internet Banking platform, IMPS has
Service been now introduced at ATMs also. Daily limit of IMPS fund transfer
(IMPS) through ATM is fixed as Rs.10000/-. The detailed procedure is as
through under:
ATM IMPS Registration through ATM One time activity
1. Insert Debit card at PNB ATM
2. Click on Fund Transfer option
3. Select Immediate Payment Service
4. Select Registration
5. Enter Mobile Number registered with Bank for SMS Alerts
6. Confirm mobile number by re-entering the same
7. All the accounts linked with the card will be displayed on the
screen
8. *Select any one account number & press submit
9. On successful response, the message will be displayed -
Transaction processed successfully & MMID of the account will
be printed on the receipt
10. In case of Invalid/mismatched mobile number, the activity will

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be declined with response code 98.
*Note: All the operative accounts linked with the debit card can be registered
for IMPS one by one with the similar procedure.

IMPS Fund Transfer through ATM


1. Inserts Debit card at PNB ATM
2. Click on Fund Transfer option
3. Select Immediate Payment Service
4. Select Fund Transfer
5. Enter Beneficiarys Mobile Number
6. Enter Beneficiarys Mobile Money Identifier (MMID)
7. Enter amount to be transferred
8. Select Account type
9. System will display all the accounts mapped with that account
type. Choose the desired account number
10. Confirmation screen will be displayed stating entered beneficiary
Mobile Number, MMID & Amount.
11. Check the details & press Proceed
12. On successful response ATM will display the message -
Transaction processed successfully and reference no & amount
will be printed on the receipt.

It is reiterated that while making payment Beneficiarys MMID & mobile


number is required to be entered.

The mobile banking application of the bank has been integrated with National
Payments Corporation of India (NPCI) server for enabling Interbank Mobile
Payments Services (IMPS). This has enabled our Mobile Banking customers
for making interbank transfer of funds within the limits specified by RBI.

Interbank Mobile One of the features of mobile banking is that the funds can be
Payment Service transferred to other bank accounts in real time using the link IMPS.
(IMPS): Our Mobile Banking application is enabled for:

IMPS Person to Person (P2P)

Payments Person to account (P2A)

Merchant payments (P2M)

The charges @ Rs. 5/- + Service tax per transaction have been
made applicable for IMPS transactions. However, staff accounts
have been exempted from levy of IMPS charges.
(In order to promote IMPS transactions, it is been decided now
that there will be no charges levied on the customers for IMPS
transaction up to the amount Rs. 1000/- done between 1st
January,2017 to 31st March,2017)

IMPS facility is now available at Branch Level also through CBS

Mobile Mobile Banking services are now available for NRI Customers also, on their
Banking Domestic Mobile Number. For operational/user guidelines for Mobile
for NRI Banking services, please refer TBD Circular No. 51/2013 dated 07.12.2013.

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customer However, it may be noted that Mobile Banking Service can be used only
for domestic transfers.

Online Online password reset facility for Mobile Banking Services through
Password Internet Banking has been enabled. The detailed process for the same is as
Reset for follows:
Mobile Login into retail IBS through www.netpnb.com.
Banking Click on Personal Settings.
Users Click on Mobile Banking Password Reset.
through Mobile Banking user ID shall be displayed (In case, more than one
IBS Customer IDs is attached with IBS User, system will allow to reset the
password for MBS only if Mobile Banking is issued in the primary Cust ID of
the user) . Click on Continue to receive OTP.
OTP will be delivered on the Registered Mobile Number of the customer.
Feed the OTP on the Internet banking screen and Click Continue.

After validating OTP, system will prompt to enter Transaction Password of


IBS.
Enter Transaction password, Click on Continue.
User can reset either of the Mobile banking passwords, Login (needed for
Login through URL based flavour), Transaction Password (needed for App
based Mobile Banking) or SMS Password (needed for SMS flavor) as per the
guidance on screen.
Click on Reset password.
Please note system will not accept the last three passwords set for
Mobile Banking.
The online registration & online password reset features would be
available to IBS users having both View & Transaction facilities.

Role of Relationship The role of Relationship Manager (RM) is very important in Mobile
Manager: Banking. The User profile, status of creation of user, status of
Password can be checked through RM link.

RM User ID & passwords have been provided to all the
Branches/ offices. Relationship Manager ID is RM followed by Sol
ID i.e (RM015300).
Branches may get the passwords reset in case of need by sending
mail at Helpdesk itdibs@pnb.co.in or mobhelp@pnb.co.in The
passwords will be sent to the branches within 24 hours by return mail.

Role of Branches: a. To scrutinize the letter of requests (PNB 1167) for mobile
banking, submitted by customers, to check that the relevant
information is properly and legibly filled in by the customer.
b. To verify the signatures of the customers to accept the application
for PNB Mobile Banking.
c. To ensure that the address captured in Finacle under CUMM is
complete and is the same, as filled in the form. In case of any
change, required modifications should be made in CUMM after
obtaining KYC documents from the customer, in terms of bank
guidelines.

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d. To enter request in CBS men-New
User Creation for Mobile Banking after proper scrutiny.
e. To keep the passwords in safe custody, inform the customer, and
ensure proper delivery of the same to the customers.
f. To obtain duly signed acknowledgement slip from the customer at
the time of delivery of the mobile banking password and enter
request Finacle for Activat-Enable
option in ADCREQ menu.
g. To monitor the requests for opening of FDs received from
customers through Mobile Banking, and take necessary action to
process these requests by downloading on RM Login on regular
basis.

Mobile Banking Application level Security


Security Separate passwords for login and transaction
Features Password is stored in one way encrypted form in the database
Mandatory change of password on first login
Password Expiry period
Login Password has expiry period of 999 days
Transaction password has expiry period of 180 days.
User Expiry period User ID would get disabled if user does not login
for a period of 180 days
Disabling login-Id after 5 consecutive unsuccessful login attempts
Session Security
Unique session ids
Session Expiry period
Encrypted URLs using application key
Second Factor of authentication introduced for third party transfers
(MPIN) as per RBI guidelines
You have 5 attempts to login. The password is case sensitive i.e. p
(small) is different from P (capital).
The password length for various passwords to be used for mobile
banking are as follows:
login and transaction password : 6 characters
SMS password: 4 digits (numeric)
MPIN : 4 digits (numeric)
UPI PIN for USSD services: 6 digits (numeric)

The password selected by user should contain minimum 6 characters


and maximum 28 characters.

MobileBanking email : itdibs@pnb.co.in or mobhelp@pnb.co.in


Help 24 hours Help Line:
1800 180 2222 (All India Toll Free Number)
1800 103 2222 (All India Toll Free Number)
0120 2490000 (Accessible from Mobile also)

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Customer Relationship Management (CRM)

Centralized Lead Management System (CLMS)

Concept Customer Relationship Management (CRM) is a tool that facilitates the field
staff in achieving Banks Business goals by acquiring new customers &
retaining existing customers. This helps in cross-selling and up-selling to the
existing customers. The main objective of CRM is to capture the details of
prospective/ existing customers in a systematic manner.

CRM solution is implemented in all the FGMOs, Circle Offices and selected
branches. The List of CRM enabled branches is available in CRM Home Page
in DAILY LOGIN REPORT. Any new branch can be enabled or existing
branch can be disabled by our division on the recommendations of the Circle
Head.

Concept of Cross Cross Selling: Selling additional products to existing customers is called
selling and Up cross selling. If we sell asset side products to a liability side customer or
Selling even a related asset side product to an existing asset side customer e.g.
house repair loan to housing loan customer, it is called cross selling.
Up Selling: It is a sales technique, whereby customers are offered additional
product, upgrades, or other add ons in the same product category. It
involves marketing of more of profitable services and products. Up selling can
also be done by simply exposing the customer to other options he or she may
not have considered previously.

Main Features of
CRM
1. CRM Account-id: CRM account id is the unique id maintained in CRM
for all customers. CRM account id is the Mandatory field for lead
creation. For existing customers, CRM account id should be searched
from Account- Search option and lead should be created. For new
Customers, CRM account id is to be created by the branch/circle officials
through Account- Creation option.

Login to the system from Non CBS Applications Homepage using


PNBCRM link.
Enter CRM User Id and Password.
Click on the link Lead Management System
For creating a new CRM a/c id, click on the Account and Products
tab in the home page (Left side) and Click on the Individual
Account-Create.

Note: CRM A/C id to be created only for new customers. For


existing customers, CRM A/c ID to be searched with CBS account
number or Cust ID through Account Search option (mentioned
in CRM Account ID search point).

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Enter the mandatory fields- First Name, Last Name, Postal code (six
digit), country (drop down menu), Address line1, Mobile No (ten digits),
Address proof and press Enter Key.
Fields shown in Red colors are mandatory. Others fields are optional.
Click on Save button (Top Left hand side).
If there is any error in filling the mandatory fields, CRM account
number will not be generated. Error will be shown in top right corner.
Rectify the errors and click on save button.
CRM Account ID will be generated and it will be shown in CRM
Account ID field. Note the ID for future reference.

CRM Account ID Search:

For searching CRM A/c ID of existing customers, click on the


Account and Products tab in the home page (Left side) and choose
Accounts Search.
Fill the search criteria by entering any one of the fields. Press Enter or
click on Search button.
The result will be shown under Result list menu and click on Name
field.

2. Lead Creation:

Branches/Circles have to create leads manually for the prospective


customers. Leads are to be created for existing customers for up-selling or
cross-selling of Bank products.

For creating a Lead, click on the Marketing tab in the home page
(Left side) and click on Lead Create.
Choose any one of the Transaction type depending upon the product.

Transaction Type Description

CCO Lead Advance@BO For loan products to be sanctioned


at Branch

CCO Lead Deposit@BO For all deposit Produ

CCO Lead Adv@HUB For loan products to be sanctioned


at RAB/HUB

CCO Lead for TPP Third Party Products like MF/


Insurance/ Gold/ Depository etc

If you are creating leads for existing customers then enter the existing
CBS a/c number in Bank A/c No. field and press Enter key. System
will automatically fetch the corresponding CRM a/c ID. For new

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customers, enter the CRM Account ID number in CRM Account ID
field and press Enter.
In Parties Involved Tab, under the Name column (fourth column) in
Branch row (third row), enter your branch D. No in following format:
bo_d.no. (For ex: bo_0153 or co_6535) and press Enter.

Note: Hub User has to select HUB instead of Branch and enter the
HUB D. No in the following format HUB_**** (For ex: HUB_5211)

In Products Tab, enter the CRM Product ID and Amount and press
Enter
In Products Tab, under the Product ID column, click on the small box.
Fill the search criteria by entering any one of the fields to know the
product ID.
If there is any error in creating the lead, lead ID will not be generated.
Error will be shown in top right corner as shown in below fig. Rectify
the errors and click on save button.
Click on save button (Top Left hand side). Lead Number will be
generated and it will be shown in ID field.

LEAD SEARCH :-

For searching a Lead, click on the Marketing tab in the home page
(Left side) and click on Lead Search.
Fill the search criteria by entering any one of the fields (like Lead
Number in Lead ID field) and Press Enter or click on Search button.
The result will be shown under Result list menu and click on
Description field.

UPDATING THE LEAD STATUS

Case 1: Customer interested to proceed further with the same branch

Go to the Lead Details screen and Click on the EDIT button near Lead
details.
Click on STATUS and Choose In-Process from dropdown.
Click on Reason and choose option from the dropdown.
Click on save button (Top Left hand side).
Status changed from open to In-process.

Case 2: Lead converted to business

Go to the Lead Details screen and Click on the EDIT button near
Lead details.
In Products Tab, under the Amount column, enter the account
opened or sanctioned amount.
Click on STATUS and Choose Sanctioned only from dropdown.

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Click twice on save button (Top Left hand side) & no further changes
in CRM.
Status changed from in process to sanctioned.
Enter the lead number in CBS: OAAC/ACM-0 (zero) details-app ref id.

Case 3: After In process stage, Lead not converted to business

Go to the Lead Details screen and Click on the EDIT button near
Lead details.
Click on STATUS and Choose Rejected from dropdown.
Click on Save button (Top Left hand side).
Status changed from In-process to Rejected.

Case 4: Customer not interested

Go to the Lead Details screen and Click on the EDIT button near
Lead details.
Click on STATUS and Choose Cancelled from dropdown.
Click on Reason and choose option from the dropdown.
Click on save button (Top Left hand side).
Status changed from open to cancelled.

3. Centralized Lead Management System (CLMS):

Initially the primary source of lead for CRM was branch walk-in customers
who visit the Branch offices or having interactions with the branch officials.
Circle Offices/ Field functionaries were scouting for new business in their
respective areas by meeting prospective customers and generating the leads
manually.

But this method alone was not sufficient in todays competitive scenario.
Moreover it was not possible to reach all the customers/ prospective
customers to meet their requirement by offering other banking products and
services. The leads generated through ADCs are 'warm' leads of people who
are already interested in Bank's products and have already made an active
effort to reach out to the Bank. Hence, the conversion ratios are likely to be
significant.

Keeping in mind the necessity to reach larger number of customers/ non-


customers, Centralised Lead Management System (CLMS) was implemented
in CRM. This provides the facility to the customers/ prospective customers to
apply for availing bank products through the ADCs at their convenient time.

In CLMS, leads are captured through the following ADCs:-

PNB Website-www.pnbindia.in/ www.pnbnet.org.in


Internet Banking Service (IBS)
Mobile Banking Service (MBS)

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SMS
ATM
Call Centre

Process Flow:

a) All the leads received through ADCs are directed to the Marketing Officer at
circle office.

b) The designated Marketing Officers at circle offices route these leads to the
concerned CRM Branch or Business Development Executives for processing
after talking to the customer and capturing additional details of the customer
requirement in CRM system.

c) The Marketing Officers then follow up with concerned branches/officials for


conversion of all such leads.

d) The designated marketing officer at Circle office is responsible for closure


of all such leads.

e) In case the leads remain unattended for 2 days (excluding creation date of
lead), automated escalation report of Open leads is sent to Sr. officer in-
charge (AGM/CM) of Marketing at Circle Offices.

f) In case the lead remains unattended for a total of 3 days (1 day with Sr.
Officer at Circle Office excluding creation date of lead) report of Open leads
gets escalated to FGM office-Senior officer in-charge of Marketing
(DGM/AGM) and in case lead still remains unattended for total 5 days
automated escalation report is sent to GM/DGM, Marketing Division at Head
office.

CLMS/MASS LEAD:

In the Home page, click on Worklist.


CLMS leads begins with the text Automatic lead created for ADC..
and Mass lead begins with the text Mass Lead: Created by Mass
program.
Click on the link found below the heading Associated Business
Objects.
This link will take us to the Lead Particulars screen and go through the
details found in the screen.
Check for User Given E-Mail Id or User Given Mobile No in the
General Data. Contact the customer with the details.
Based on the information gathered, update the status as described in
Updating the Lead Status.
Cancelled, Rejected, Sanctioned or Converted leads will be
automatically removed from the worklist.

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Transfer of CLMS Lead

Only CLMS Leads can be transferred, if so desired, as follows-

Only the leads which are in Open Status can be transferred. So


before transferring the lead ensure that it is in open status.
Go to the Lead Details screen and Click on the EDIT button near
Lead details.
Give the reason for transferring the lead in Reason field under Status.
rd
In Parties Involved Tab, Click on Edit List & delete the data in 3
row of NAME column. Replace with D. No. of desired BO/CO (For ex:
BO_0153 or CO_3778) & press enter key.

Note: Before transferring a lead please ensure whether that particular


branch is CRM enabled or not. If it is CRM enabled, type BO_****
where **** denotes the four digit D. No. of the branch and if it is a non
CRM branch or user not sure of its status, please forward it to the
relevant circle office by typing CO_**** where **** denotes the D. No.
of the Circle.

Move to top right of the frame & click on MORE & click on
Redetermine Parties. Select reason for transfer from drop down and
click twice on SAVE (top left side of the frame)

4. Campaign

Through the campaign management feature of CRM, the customer


segmentation strategy is adopted to facilitate marketing of products and
services to target customers of the Bank. The customers data are collected
through external sources like agencies/ associations/ yellow-pages/ mela/
exhibition etc. and it is updated in CRM and leads are created. Followings two
types of campaigns are used in CRM:

a) Mass Lead Campaign

Leads are created from the existing customer database for cross selling of
other bank products and leads are forwarded to respective CRM enabled
branches or Circle Offices. Processing of Mass Lead is same as the
processing of CLMS leads.

b) Mail Campaign

Emails are sent to the target customers/ non-customers about various Banks
products for selling the products to the interested customers. On receipt of
request from customer, leads are created in system for further follow up.

5. Activity Management

Activity Management feature includes planning of activities such as

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appointments, sales call, telephone call, visit, reminders and general
preparatory tasks such as presentation, brochure sent, and proposal sent for
making a sale. This functionality may be utilized as a diary for branch and
circle office users where they can plan their daily routine activities. Several
interactions between the bank official and customers can be recorded as
business activities for prospective/ existing customers. These activities can be
converted into Leads in CRM system. Thus Activity management not only
provides recording & monitoring of the visits but also helps in taking it to a
logical conclusion.

6 . Centralized Grievance Redressal Management System (CGRMS)

Complaint handling and Service request from the Customers as well as Non-
customers of the bank are fragmented in two different segments of Customer
Service. In order to reduce the resolution time in respect of complaints and to
facilitate a utility for all concerned, a solution in the form of this centralized
system is implemented.
The features in the On-line Complaint and Service Request Management
system are as follows:
a) Complaints and Service Request can be lodged from CRM enabled
Branch Office, Circle Office, Call centre, Customer Care Centre (CCC)
and Head Office and through the following ADCs:
PNB Website

Internet Banking Service (IBS)

Mobile Banking Service (MBS)

b) Each Complaint/Request is assigned to an 'Owner' who will be


responsible for its resolution. The concerned person has to call the
complainant based on the contact information provided by the
complainant and he is the incharge of the closure of the Complaint/
Service Request.
c) Complaint/Requests pertaining to non-CRM branches and recorded by
Call Centre/Customer Care Centre,HO is assigned to the Circle
Offices for the branches in their jurisdiction. The other procedure of
working is the same as mentioned. The Circle Offices use the fastest
mode possible to convey the complaints to their non-CRM branches
for their resolution and mark their status in the On-line module.
d) If any complaint/service request is not completed/ resolved within 7
days by the concerned Branch office, the same will be escalated to
respective Circle Office. If any complaint/service request is not
completed/ resolved within 21 days, the same will be escalated to
Customer Care Center and then Circle Office/ Customer Care Center
has to complete the complaint/service request.
Escalation report of complaint and service requests is also available to Circle
offices, FGMOs and Head Office based on the following Turn Around Time

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(TAT).
1. If any complaint/ service request is in unattended status for more than 7
days but less than 10 days then the complaints/ service requests will be
shown in the Circle Office report.
2. If any complaint/ service request is in unattended status for more than 10
days but less than 15 days then the complaints/ service requests will be
shown in the FGM Office report.
3. If any complaint/ service request is in unattended status for more than 15
days but less than 21 days then the complaints/ service requests will be
shown in the Head Office report.
4. If any complaint/ service request is in unattended status for more than 21
days then the complaints/ service requests will be shown in the Chief
Customer Service Officer (CCSO) report.

Complaint/Service Request Creation:

For creating a complaint, Click on the menu Complaints and then


click on Complaints Create.
Enter Bank A/C No or CRM A/c ID and press enter.
Customer Mobile Number will automatically picked from the system. If
customer gives some other contact number, then update the new
number in mobile number field.
Choose the Category, Type and Sub Type from the dropdown menu.
Based on the Account number or Category, Proposed Org Unit will
be displayed.
In Parties Involved Tab, choose Responsible Org Unit in Partner
function column.
In Responsible Org Unit under Name column, enter the
corresponding branch or circle with D. No. (For ex: BO_0153 or
CO_6535) which is proposed in Proposed Org Unit or CRM
branch/Circle Office where it is supposed to be assigned.
Click on Save button (Top Left hand side).
Complaint number is generated in Complaint ID field.

Note: For creating Service requests, click on Service Request and


Service Request Create and follow the same process as mentioned
above.
Complaint/Service Request Search:

Click on the menu Complaints and then Complaints Search.

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Fill the search criteria by entering any one of the four fields (created
by, status, transaction ID and Business Partner ID).
Press Enter or click on Search button.
The result will be shown under Result list menu and click on
Transaction ID. It will show the details of the complaint.

Note: For Searching Service requests, click on Service Request and


Service Request Search and follow the same process as mentioned
above.

Complaints/Service Request Captured through ADCs:

In the Home page, click on Worklist.


Complaints begin with the text PNB Complaints.. and Service
Request begins with the text ZPNB Service Request...
Click the link found below the heading Associated Business
Objects.
This link will take us to the Complaint/Service Request screen and go
through the details found in the screen.
Process the complaint/Service Request based on the category and
type.
Once the Complaint/Service Request is resolved, click on the Edit
button and change the status to Completed/Cancelled.
Click on Save button (Top Left hand side).
After changing the status to Completed or Cancelled, Click the back
button and then click on EXECUTE button to remove from the
worklist.

Transfer of complaint/service request:

Complaints/Service Request which are in Open Status only can be


transferred. So ensure complaint/Service Request is in open status.
Click on the EDIT button near to the Detail options.
In Parties involved tab click on Edit List and select the Responsible
Employee and Responsible Org Unit.
Delete the data BO_xxxx or CO_xxxx and replace with the
new D. No of the branch/circle (in the specific format).
Press Enter and click on Propose Alternatives
Choose the responsible employee by double clicking on name field.
Click on save button (Top Left hand side).

7. Password Change

Branch offices should contact their concerned Circle offices for


resetting/unlocking their CRM password. Circle offices should contact the
CRM Help Desk through email for resetting/unlocking their CRM password.

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Detailed procedure for resetting the password for circle office is explained as
under.

Login to the CRM System with MTM1 user-id and password.

Click on the link Lead Management BI Reports.

Go to Utilities and then click on Password Change.

Give the CCO user-id which is to be reset in the User field.

Then click on Lock/Unlock or press Ctrl+F5 from keyboard to check


whether the user is locked due to incorrect logons or not. If any user is
locked due to incorrect logons, unlock the user.

Next click on Change Password option or press Shift+F8 from


keyboard.

Give the password as pnb123 and click on Apply.

System Settings for CRM

To view the log-in page of PNB CRM, the computer should be configured with
file available under link "CRM/EDW host Configuration" placed at Home Page
of CBS. If any user is unable to configure the computer from said link, then
following IP detail to be added in the 'host file' of the computer:

10.192.26.4 crmprd.pnb.com

After updation, the system will show the PNB CRM log-in page. Further, in
case of any issues in viewing CRM/BI reports, the settings can be done as per
the document provided on the home page of MISD/EDW with the name CRM
Settings for different versions of Internet Explorer.

For further clarification/guidance on settings and working of CRM, field


functionaries may take up with CRM Help desk, MISD Division, Head Office at

Phone: 011-23705945/46

Email : crmhelp@pnb.co.in

Real Time Gross Settlement (RTGS) ( Circular No: ITD/CBS/09/2015)

RTGS (Real Time Gross settlement) is on-line system through which inter-bank fund transfers
take place in India electronically. The transfer mechanism is controlled, monitored and settled by
Reserve Bank of India. Transactions are settled transaction by transaction throughout the day
during stipulated timings. Our Banks product of RTGS is known as PNB Insta Remit.
RBI has upgraded the existing RTGS system to NG-RTGS (New Generation RTGS) which is

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based on ISO 20022 format. This was implemented by the bank on 19-10-2013 using QNG
mechanism where conversion happens outside of CBS. However, RBI mandate was to do away
with a separate convertor and generate ISO 20022 format messages from banks CBS system.
To implement this, bank has come out with FP (Finacle Payments), wherein RTGS messages
would be directly pushed to RBI when verification would be done by branch user. The new
system is more robust, user friendly and secure. Subsequently, all payment systems (like NEFT,
NACH, SWIFT) would be covered under FP.

Types of The outward messages sent by the branches are of following two types:
messages
sent 1. NCP messages (Normal Customer Payment Request): i.e. the
through messages to be sent on behalf of the customers in which the debit A/c
RTGS has to be a customer account.
2. NIP messages (Normal Interbank Payment Request) i.e. the messages
to be sent by the Bank for Inter Bank remittance purposes. In this type of
message the debit account cannot be a customer account. It has to be
an Office account.

Amount Message type Minimum Amount Maximum Amount


Limit NCP Rs. 2.00 lacs No limit
NIP No limit No limit

Block Time of Time varying RTGS Charges


Transaction tariff per (levied to customers)
verification Transaction
From To (Rs) Rs 2 lacs Above
(To be paid byto Rs 5
Bank to RBI) Rs 5 lacs lacs
Service
1 8.00 11.00 Nil Rs 25 + Rs 50 +
Charges
S.Tax S.Tax
The
2 After 13:00 2.0 Rs 27 + Rs 52 +
charges for
11.00 S.Tax S.Tax
all outward
transaction 3 After 16.30 5 Rs 30 + Rs 55 +
s on RTGS 13:00 S.Tax S.Tax
from 4 After 10 Rs 30 + Rs 55 +
member 16.30 S.Tax S.Tax
banks Charges for Transfer for Fund through RTGS (NCP)

RTGS Inward FREE


Inter Bank for clearing purposes (NIP) : Same as above
STAFF AND PNB SUBSIDIARIES- NIL (In case of staff it is limited upto
two remittances, for bonafide, i.e., for non-commercial purposes, in a
month.)

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TIMINGS
FOR Regular days including Saturdays, except Second and
RTGS Fourth Saturdays of the Month
through NCP 08:00 Hours to 16:30 Hours
Branches NIP 08:00 Hours to 19:45 Hours

Net Banking
Starting time Ending time
TIMINGS
FOR 8:00 4:15
RTGS RTG a.m. p.m.
through S
Internet
Banking Bulk 8:00 3.45
RTGS a.m. p.m.
(Through Corporate IBS)

Concept IFSC: - Indian Financial System Code and it is uniformly 11 characters


of IFSC in length for the entire Indian Banking Industry. In case of our Bank it is in the
and UTR form of PUNB+0+six digits of SOL_ID i.e. for a branch having sol_id 187400,
no. the IFSC would be PUNB0187400
UTR No.:- The unique number generated by the system for a given NCP
message i.e. 22 Digit Unique Transaction Reference number (UTR No.) is
displayed on FPMNT menu screen when transaction is posted, which can be
given to the customer for any query with the beneficiary bank.

Commonl TRAN REF NO: It is a unique number generated by the system to uniquely
y used identify a transaction.
terms PO REF NO: It is a unique number generated by the system to uniquely identify
a payment order (PO).
PAYSYS ID: It should be entered as NRTGS.
SERVICE ID : It can have two values
i) NCP : Normal customer payment (Previously R41)
ii) NIP: Normal interbank payment (Previously R42).

Menu FPMNT ( Finacle Payment) :Creation and verification of RTGS Transaction


Used FPBULK bulk upload of RTGS messages
FPBULKV Bulk verification of entries added through FPBULK menu
FPRTBO Reports available for Branches.
FPRTHO Reports available for RTGS Cell, Mumbai.
The status of the message can be checked in I inquiry mode or through Menu
Option FPUTRI.

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National Electronic Fund Transfer (NEFT)

NEFT is an application by which customers can transfer funds interbank in India in an efficient,
secure, economical, reliable and expeditious manner. This mode is used to transfer funds of
smaller amount. The transfer mechanism is controlled, monitored and settled by Reserve Bank
of India. Transactions are settled in batches on the basis of net settlement, throughout the day
during stipulated timings. It is also known as PNB Speed limit.

Types of The outward messages code used by the branches is N06.


messages sent The messages are to be sent on behalf of the customers in which the
through NEFT debit A/c has to be a customer account.
The messages can be sent using the menu option HRTGS.

Amount Limit Minimum amount : No Limit


Maximum amount: 5.00 crores

In order to facilitate cash remittances through NEFT up to 50,000/- for


persons who are not having account with the originating bank, the
originating banks are required to collect the full details of remitters,
including complete address and telephone number, etc., in order to
comply with the Wire Transfer Guidelines. These details need to be
keyed in the Senders details field provided in NEFT outward debit
message with transaction code 50 for identification

Service Charges OUTWARD Amount of transaction Charges


NEFT FOR
Upto Rs.10000/- Rs. 2.50 +
CUSTOMER
Service Tax
RELATED
TRANSACTIONS Above Rs.10000/- to Rs. 5.00 +
Rs.1 lac Service Tax
:
Above Rs.1 lac to Rs.2 Rs.15.00 +
lac Service Tax
Above Rs. 2 lac Rs. 25.00 +
Service Tax
Inward :NEFT Free
If handling of cash is involved, cash handling charges would
be levied @ 30% extra of normal charges.
OUTWARD NEFT - FOR CUSTOMER RELATED
INWARD NEFT : FREE
STAFF AND PNB SUBSIDIARIES- NIL (In case of staff it is
limited upto two remittances, for bonafide, i.e., for non-
commercial purposes, in a month.)

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Timings of
Message Weekdays
Remittance
Type
through
Branches NEFT N06 at Branches 0800 Hours to 1845
Hours
NEFT N06 at Branches entry of 0800 Hours to 1745
bulk uploading Hours

Timings of Net Banking/ Mobile


Remittance Banking Starting time Ending time
through Net
Banking & NEFT 6:00 a.m. 6:35 p.m.
Mobile Banking
Bulk NEFT 6:00 a.m. 6:30 p.m.
(Through Corporate IBS)

Settlement and The NEFT batches starts from 0800 till 1900 on working days. There are
batches total 11 batches at 0800, 0900, 1000, 1100, 1200, 1300, 1400, 1500,
1600,1700,1800 Hrs. and five batches on Saturdays at
0800,0900,1000,1100 and 1200 Hrs

NEFT presently functions with a Batch+2 (B+2) return cycle an inward


credit message which is not returned within two hours from the time at
which the payment instructions are processed at NEFT Centre (B+2) is
treated to have been completed and credit afforded to the beneficiary's
account by the beneficiary branch.

Credit confirmation of the remittances sent by SMS or email. A message


is relayed to the originating bank, an acknowledgement containing date
and time of credit.

PENAL INTEREST ON DELAYED NEFT : As per RBI Guidelines, In


the event of any delay or loss on account of error, negligence or
fraud on the part of an employee of the destination bank in the
completion of funds transfer pursuant to receipt of payment
instruction by the destination bank leading to delayed payment to
the beneficiary, the destination bank shall pay compensation at
current RBI LAF Repo Rate plus two percent (Repo rate + 2%) for
the period of delay. In the event of delay in return of the funds
transfer instruction for any reason whatsoever, the destination
bank shall refund that amount together with interest at the RBI LAF
Repo Rate plus two percent (Repo rate + 2%) till the date of refund.
(ref ITD NON CBS Cir. No. 12/2013 dated 26.08.2013

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Remittance Remittance to Nepal can be facilitated through NEFT. A ceiling of Rs.
between India 50000.00 has been fixed per remittance with a maximum of 12
and Nepal transactions per year. Nepal SBI Ltd. Is the Nodal bank.
through NEFT
The service charges to be levied to customers for funds transfer from
India to Nepal under Indo-Nepal remittance scheme:
Originating bank Maximum Rs: 5/- per transaction aligned with
NEFT.

State Bank of India Rs: 20/- per transaction. SBI would share this
Rs.20/ with NSBL at Rs: 10 each.

NSBL would not charge any additional amount for crediting the
beneficiary, if he maintains an account with it. In case the beneficiary
does not maintain an account with NSBL then, an additional amount
would be charged- Rs. 50/- for remittances up to Rs: 5,000/- and Rs: 75/-
for remittance above 5,000/-.

Bulk Upload of User can upload the NEFT bulk transaction file in CBS using the
NEFT PCUNIX and RTGSBULK menu options.
Transactions
The maximum number of records that can be uploaded at a time is
225 records.
Amount cap Individual message of less than Rs 10 Lacs can be
verified in HRTGSV menu. Beyond Rs. 10 lacs, the user has to verify
individual messages through HRTGS menu.
Number of transactions cap Maximum 50 records can be displayed
for verification at a time.

Timings: The system will allow bulk upload of NEFT transactions is 1


hour before the cut off time for N06 transactions. This one hour is the
time given for verification of NEFT messages created in ENTERED
state through upload.

The branches have to generate the following report at the end of the
day.
NEFTPNB 15B - NEFT Outward Messages Report account wise
Pipe Separated with Beneficiary Name and INFO (This report can be
generated for only a day)
Msg_status field indicates the following:
T Transmitted (sent to other Bank)
G Credited Success (confirmation received from other bank)
C Rejection Received (returned by the beneficiary bank)
The records of only T & G status are to be given to the
customers for their record. The failed and processed
transactions will be credited back to the customers account
the next day which need to be sent again.

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On the next day, generate PNBRPT 9/92 (Report of Credit
Transactions Branch Wise in an account) in MIS server for the
previous working day which will give all the credit entries of an
account. Check for any NEFT messages returned by other
banks and if there are any returns, intimate the customer along
with the reasons for return.

Generate the report NEFTPNB 11 for knowing the reason for


return, gives a list of the returned messages to the customers
daily specifying their reference no, our reference (SD No),
amount, beneficiarys name and reason for return

Branches can also generate the following reports from MIS


server for getting complete details of inward and outward
transactions of NEFT messages for a range of dates:

PNBRPT 25/5 NEFT Account wise report Generation

Menu Used ( HRTGS : for creating NEFT Transactions.


Latest DBD Cir. RTGSBULK: Bulk upload of NEFT Transactions.
34/2016 dated HRTGSV : Bulk verification of NEFT Transactions.
17.06.2016) RTGSRPT: for inquiring any NEFT Transaction as per UTR
No., SOL wise, Amount wise, Date wise.
NEFTPNB: to generate various reports available.
FPNUTRI: Enquire status of O/I message on basis of UTR
NEFTBO: Report of NEFT of branch Users
NEFTHO: Report of NEFT of HO Users

Helpdesk RTGS & NEFT Cell has been made an independent unit
functioning from PNB House (006200), Mumbai under the
operational control of TBD, HO and under the administrative
control of Circle Office, Mumbai.

At the time of making enquiries, the branches are advised to


give the following information in the Email for speedy disposal
of queries.

RTGS NEFT
UTR No UTR No for inward messages

SD No for outward messages

Date Date

Amount Amount

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Tel No of the branch and name & Mobile No of the official sending
the mail
The telephone numbers and the email addresses of the RTGS
and NEFT Helpdesk are as under:
Telephone Numbers Email address
RTGS 022 22627526 rtgs@pnb.co.in
NEFT 022 22627511 neft@pnb.co.in

National Automated Clearing House (NACH) (earlier known as ECS)


National Automated Clearing House (NACH) is a centralized system, launched by National Payments
Corporation of India (NPCI) with an aim to consolidate multiple ECS systems running across the
country and providing a framework for the harmonization of standard & practices.
NACH System can be used for making bulk transactions towards distribution of subsidies, dividends,
interest, salary, pension etc. and also for bulk transactions towards collection of payments pertaining
to telephone, electricity, water, loans, investments in mutual funds, insurance premium etc.

Variants of Primarily, there are two variants of NACH - NACH Credit and NACH Debit.
NACH. The scenarios may be:

Credit ACH :

Single Debit multiple Credit: Generally used by the Institutions for payment of
Salaries/ Dividend/ Pension/ Interest etc. to the beneficiaries having Bank
accounts with different Banks at different locations.

Debit ACH :

Multiple Debit Single Credit: Generally used by Institutions for collection of


telephone / electricity / water bills, cess / tax collections, loan instalment
repayments, periodic investments in mutual funds, insurance NACH (earlier known
as ECS) Operational Guidelines premium etc., that are periodic or repetitive in
nature and payable to the user institution by large number of customers etc.

Single Debit single Credit: Generally used by Banks for collection of Loan EMI.
Mandate for loan EMI ( DBD 44/2016 dated 30.07.2016)

In addition to Loan EMI amount mandate, Branch will obtain one separate
mandate for entire loan amount (for security purpose) in duplicate and send the
original copy to the respective RCC/ Back Office. The mandate for security
purpose will be obtained with the option ticked by borrower as and when
presented. RCC/ Back Office will scan both the mandates (EMI + Security), create
data file and get the same approved from destination Bank through NACH portal.
Back Offices/ RCCs to note that Mandate category for regular EMI is L001- EMI_

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Loan_Repayment & for security it is L002- Security. This aspect has to be taken
care of by Back Office/ RCC Users while data creation.

Generation of loan files


The entire activity of generation of loan files and providing credit to beneficiarys
account will be centrally handled by Service Branch RCC Delhi. With the
implementation of this centralized system, Generate Outward Debit ACH and
Download TTUM option will no longer be available for other RCCs/ Back Offices.

Settlement of funds for Outward file


In case of outward credit files, total amount of items returned will be credited in
non-customer account of respective Branch. In case of outward debit files,
difference of total amount of items and amount of returning/ rejections will be
credited in non-customer account of the Branch.

Role of Banks Sponsor Bank: The Bank responsible for lodgment of outward ACH file is known
as Sponsor Bank.

Destination Bank: The Bank responsible for processing of Inward ACH file is
known as Destination Bank.

Prerequisites A Corporate needs to be registered with NPCI & obtain Unique Identification Code
for availing (Utility Code) for NACH services through its sponsor bank. After getting Utility
NACH Code, Corporate will collect NACH Mandate Forms (for ACH)Debit from his
Services customers and submit the duly filled mandate forms to the Branch for getting the
same approved from the Destination Banks of the customers through NPCI.
The NACH Mandate Form (PNB 1217) is also available on our website
www.pnbindia.in

NACH Mandate Management Inward & Outward


services
comprise of File Management Inward & Outward

Inward activities have been centralized at 2 Service Branches i.e. CDPC


Mumbai & RCC Delhi, whereas the Outward activities will be performed by
different Branches & RCCs/ Back Offices as per the workflow allocated.

The nodal Service Branch for Mumbai City Branches is CDPC Mumbai &
for all other Branches is RCC Delhi.

Handling HO ITD, has designed a secured web portal, accessible over Intranet to all
Outward branches/RCCs/Service Branches. The login details are as under: URL to
Activities access application is https://10.192.18.102/nach Login ID of the branches is their
SOL ID (6 digits). For password, branch will click Reset password link and
system generated password will be delivered on official e-mail ID of the branch
(boxxxx@pnb.co.in).

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Outward Role of Branches:
NACH
Mandate New Request/ Modification Request: On receipt of mandate forms from the
Management corporate, Branch will check & ensure that the forms are duly filled and after that
send the Mandate forms to their respective RCCs/Back Offices. A copy of Mandate
form must be kept by branches for record purpose.

For each mandate form; NPCI will allocate a Unique Mandate Reference Number
(UMRN), Branch may check the UMRN provided to the customer by logging in to
web portal & entering customers account number in the respective field (Details
provided in User Manual placed on the portal).

In case of request for amendment/cancellation of the mandate, Branch will ensure


that customer has entered UMRN in the Mandate form in the respective field and
will check the same through portal for correctness.

Request for Cancellation of Mandate: Branch User would login to ECS secured
portal and search for UMRN by entering account number. All the UMRNs attached
with the account will be displayed by the system. Branch user would select the
desired UMRN and submit the cancel request and upload the scanned copy of
mandate (with cancellation request). Cancellation Request may be submitted by
the Branch for both the cases whether customers debit account is with PNB or
with other bank.
Role of RCC :

New Request/ Modification Request: First User (maker) at attached RCC/Back


Office on receiving NACH Mandates would scan the mandates & create data file
through standalone application ACH Mandate Scanner.
Separate data file would be created by User for each User Institution.
System will create data files of 100 records each. Maker will then, upload the
data files on secure web portal.
The other user (checker) at RCC/Back Office would verify the records
through secure web portal. There will be a cut-off time to verify records up to
05.30 PM. Unverified records may be verified on next business day.
After verification, the files would be uploaded on NPCI Server by an
automated process at Data Center.
RCC/Back Office, who has scanned mandates & created data file will be
responsible for storing the physical mandates in safe place for future
references/resolution of disputes.

Cancellation of Mandate: RCC User will match the data & mandate details &
confirm the cancellation request. Once submitted to NPCI by the system, the
mandate (UMRN) will be marked as cancelled at NPCI end. Response from
destination banks w.r.t. mandates submitted will be processed automatically by the
system and records will be marked accordingly as accepted/rejected with reasons.
An email alert to respective branches/RCC will be sent on daily basis w.r.t.
mandates rejected by NPCI/banks. Reports are also available on the portal to
check status of mandates.

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Inward NACH Role of Branches/ RCCs: Nil
Mandate
Management Role of Service Branches (CDPC Mumbai & RCC Delhi): Link for downloading
Mandate files has been provided in secure web portal. The processing will be done
by both the Service Branches. CDPC Mumbai will process all Odd numbered files
and RCC Delhi will process all even numbered files.

The functionality is as under:

Service Branches would download the files on daily basis.


Each file would carry 200 mandate records uploaded by Sponsored Bank on
NPCI Portal.
Files would contain a sequence number 1, 2, 3& so on
For operational ease, the system would bifurcate the data of mandates
amounting Rs. 25000/- and above or equal to Rs. 25000/- in separate files A
& B.
A would indicate files containing entry with amount less than 25000. B
would indicate entries with amount >=25000
The downloaded files have to be uploaded in Finacle (PCUnix/MANUPL) for
verification of inward mandates.
In Finacle, the User would be able to see the Mandate Image and respective
field values sent by the sponsored Bank & customers name as per our
Finacle on a single page.
In Finacle, there would be maker/checker option.
Maker would match the data file received from the Sponsor Bank with the
Image & Name with the Finacle Name.
On successful validation, the maker would accept the record, else would
reject with proper reason code.
All the records would go to Checker for verification (accepted as well as
rejected by maker).
Checker would check the details & signatures as per Finacle by pressing F4.
On successful validation, the checker would approve the Record; else reject
the record with proper reason code. In case of Rejection, Rejection reason
field is mandatory to be filled. No further verification would be required after
approval/rejection of records by the checker.
At the end of day, the response files would be generated by an automated
process to NPCI server for verified/rejected records.
File wise pendency of verification of records is available on Secure web
portal next day.

Punching of NACH mandates will not be punched in Finacle ECSM, as NPCI is


Mandates in prevalidating NACH Debit transactions against validated mandates However;
Finacle for enquiry and lodging cancel request by branches; NACH Mandate database
will be maintained in secure web portal, where any mandate with image can
be viewed.

This clause is applicable for NACH mandates only. The existing ECS
mandates on RBI platform are continued to be entered in Finacle, if not
entered earlier by the Branches.

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File Inward NACH Files:
Management
Role of Branches/RCCs- Nil

Role of Service Branches:


Inward ACH (Credit) Files: Onus of processing Credit Inward ACH file is with
CDPC Mumbai. But in case of more than one file, the files are processed by both
the Service Branches on even/odd system, where odd numbered files are
processed by CDPC Mumbai & Even numbered files are processed by RCC Delhi.
Inward ACH (Debit) Files: Onus of processing Debit Inward ACH files is with RCC
Delhi. But in case of more than one file, the files are processed by both the Service
Branches on even/odd system, where odd numbered files are processed by RCC
Delhi & Even numbered files are processed by CDPC Mumbai. Inward Debit/Credit
Files have to be downloaded from NPCI portal

Outward NACH Files:


Files received from Corporate Customers :
Role of Branches: On receiving ACH file (306 characters) from the Corporate,
Branch/RCC will upload the file through web portal using digital signatures at least
one day prior to the settlement date. In case of Credit ACH file (Single Debit
multiple credit), Branch will credit the non-customer account of Service Branch
(CDPC Mumbai for Mumbai Centre Branches & RCC Delhi for rest of India) by
debiting account of the corporate as per the amount mentioned in the mandate
letter and enter the details of Transaction in respective field (for detailed process,
refer User Manual placed on the web portal).

Native 306 character ACH file will be uploaded by Service branch on NPCI portal
on the date of settlement before cut-off time.

The detailed process is mentioned in the user manual available on Secure Web
portal.

Role of Service Branch: Service Branch will download the ACH outward files on
daily basis and also ensure that funds as per Mandate letter have received from
Corporate and credited into their non-customer account. Service Branch will
upload all these files to NPCI portal according to their settlement dates. Marking of
returning through the Response file will be handled by Service Branch. The
detailed process is given in the user manual available on Secure Web portal.

Role of RCCs/Back Offices:

a. Transaction File, where PNB acts as User Institution (Credit in Loan Accounts):
In all such cases, where role of PNB is a User Institution as well as sponsor bank
(EMI Collection in Loan accounts), the Business file would be generated by the
system. Respective RCC would have to login ECS secure web portal to generate
the ACH outward debit file. Generated file will be uploaded to NPCI server through
automated process for further processing on the date of settlement. Response files
generated by NPCI will be downloaded and processed by automated process and
all the entries will be marked as debited/not debited with reasons. An email alert
for returning of any debit entry will be sent to respective branch/RCC on daily basis

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who submitted the mandate/file. Reports are also available on portal to check
status of all debit entries submitted through NACH debit file.

b. Posting of Credit in Loan Accounts: Respective RCC would have to login to


portal and generate TTUM file for crediting Loan accounts based on the response
file received from NPCI. (For detailed guidelines, refer User Manual placed on the
portal).
Service NACH (Credit) Transaction Charges (per data entry/record): Sponsor Bank:
Charges for Minimum charges Rs.2000/- + charges payable to NPCI and Destination Bank, if
NACH: any.

NACH (Debit) Charges (Inclusive of service Tax and Education Cess): Rs.3/-
per transaction charges Minimum charges Rs.2000/- + charges payable to NPCI
and destination Bank, if any. Subject to recovery of all out of pocket expenses
including processing charges in case they are ever again levied by Reserve Bank
Of India/NPCI.

Returning Charges: A sum of Rs.100/- be levied as returning charges on return of


NACH (Debit) on account of Insufficient Funds.

Exceptions: In terms of RBI guidelines, no charges will be levied in respect of


INCOME TAX REFUND ORDERS

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Type of Cheques to be presented in CTS
(PTG. & STY. DEPT. CIRCULAR NO. 06/2014)

MANDATORY FEATURES CTS 2010 STANDARDS COMPLIANT CHEQUES

S.No. MANDATORY FEATURES DETAILS


1 Water mark As per CTS-2010 standards, MICR paper with CTS-
(at manufacturing stage) INDIA WATERMARK incorporated at paper
In MICR paper manufacturing stage is being used for printing of
cheques.
CTS-INDIA watermark is oval shaped in the size
Specification of 2.6x3.0 cms.
Apart from CTS-INDIA watermark, as a desirable
feature, our banks watermark i.e .log of the
bank followed by word in English & Hindi
Separately are also incorporated in the MICR paper.
These water marks can be seen by holding the cheque
against light.
MICR paper, as per RBI specifications and
manufactured by IBA empanelled MICR grade paper
manufacturers, is being used for printing all security
Forms of the bank.
2 Colored background As per CTS 2010 standards, cheques of our bank are
being printed in light pastel pink color, as was done
earlier also.

3 Micro-lettering

Micro lettering is printing of text in miniature size which is


visible as a line with naked eye but can be clearly read
under magnifying glass. Micro letter printing in thin lines
against the word Pay Rupees and in the box meant for
writing. Amount in figure is being done in the cheques.
This feature
already existed in our earlier cheques also.

The word Punjab National Bank is printed in micro letter


at these places in the instruments (instead of earlier Pnb)
and these appear as simple black lines with naked eye.
Micro-Lettering printing, if scanned or photocopied, gives a
blurred image.
4 New Rupee Symbol ( ) In CTS -2010 standards, Rs. symbol has been
replaced by new rupee symbol ( ) in the column
meant for amount in figures.

5 Bank Logo (printed with Ultra violet (UV) ink printing is not visible in normal
invisible ink UV ink) light but glows under UV light lamp.

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As per CTS 2010 standards, Logo of the bank is printed
in UV ink on upper side of the cheque leaf
near bank name/branch address and is visible under
UV lamp.(Earlier, banks logoprinted in UV ink on the
cheques.)
6 Fields placement of cheque
RBI/NPCI has standardized field placements on a
cheque such as for Date, Payees words and
figures, Acc space etc. and same is to be followed by
all the banks. Our bank is also following the said
specifications. Logo and name of the bank With branch
name and RTGS/IFS code have been shifted to top left
side. Date Field is in 8 cages on top right corner.
7 Printing of A/c field
As per CTS 2010 standards, Account Number Field
is located on left hand side of the cheque (just above
void pantograph).
As per NPCI guidelines, all cheque forms are to be issued
with the A/C No. field pre printed as far as possible, and if
not, then cheque should not have hand written A/C No.
Banks can use rubber stamp for imprinting A/C No. on
cheque forms.
8 VOID Pantograph

As per CTS-2010 standards, Pantograph (in the shape


of a grey rectangular patch) with hidden/embedded
word VOID is created in the cheque just below the
account number field on left hand corner in the size 1 x 2
cms.

The word VOID is not visible on either gray scale (100


dots per inch) or binary (i.e. black & white) (200 dots per
inch) images captured from original cheques under CTS
clearing environment. It is also not visible on original
instruments but the word VOID appear on the patch in
coloured photocopy.
9 Printers CTS -nam2010

All CTS-2010 compliant cheque forms carry


Printers name alongwith 2010 placed vertically
cheque, for establishing CTS-2010 standards
compliance.

DESIRABLE FEATURES:

As regards desirable features, our bank has opted for the following desirable features, in
conformity
with RBI/NPCI guidelines on CTS-2010 compliant cheque forms:

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S.N
o. DESIRABLE FEATURES DETAILS

As per CTS-2010 standards, banks may consider


including supplementary watermark containing
banks, in addition to CTS-INDIA watermark,
in the MICR Paper.
In our case, our existing watermark i.e. the logo of
the bank followed by pnb in English & Hindi
separately is being used as supplementary water
mark and is incorporated along with CTS-INDIA
Supplementary water mark watermark in the MICR paper at manufacturing
1 (own logo) stage.

Fugitive ink is water soluble ink used for printing


background of cheque forms. By applying a small
quantity of water on the printed surface, the ink
2 Fugitive ink dissolves.

Secondary fluorescent ink with fugitive ink has


same feature of water solubility as in fugitive ink
but in addition wherever water is applied on the
printed surface, it gives a grey spot which glows
3 Secondary fluorescent ink under UV light.

The MICR magnetic ink pigment is being used


during the printing process of MICR band on a
cheque, which automatically gets fused/ absorbed
4 Toner fusing with the paper fiber. This was so earlier also.
UV band has been created at strategic places i.e. in
the space meant for writing Amount in Word and in
Figures. This is in addition to the banks
Use of UV band on strategic logo printed in UV ink on top portion of cheque
5 places forms.

Following types of cheque books are being supplied by the department:

1. Non-personalised cheque books (SF and CA) (book form)

2. Computer continuous stationery cheques (bulk printing of special


cheques for corporates)

3. Personalised cheque books (book form) (requisitioned through


CBSCHQBK menu of CBS)

4. Welcome Kit cheque books

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COMMON FEATURES OF CHEQUES:

1. All Cheques are printed with ground in pastel light pink colour.
2. CBS Logo is embedded in ground printing in pink colour in the cheques.
3. Words Current A/c or Saving A/c are printed in Hindi & English
after the box meant for account number.
4. No printing is done at the back of the cheques.
5. All cheques are printed in Multicity format, as such words Payable branches at
all are printed in Hindi & English on top portion of the cheques.
6. Transaction code printed in MICR band is 29 for current account and 31 saving
account cheques.
7. MICR sort code of the branch is being printed in the MICR band where the same
is allotted to the branch and has been conveyed to the Printing & Stationery
Department. Generic sort code 000024000 is being printed in other cases.
8. Non-personalised cheque books are being supplied with the box meant for
account number split in 16 cages and branch sol id being pre-printed in first six
cages. In case of personalized cheque books and computer continuous stationery
cheques, account number is pre printed in a single rectangular box (without
splitting in 16 cages).
9. All cheques printed/supplied since April, 2011 by the Dept. are CTS-2010
standards compliant and carry all mandatory & desireable security features
enumerated herein before.

ADDITIONAL FEATURES OF PERSONALISED CHEQUE BOOKS:

1. Cheques are pre-printed with 16 digits account number of the customer.


2. Title of the account is printed on the right side bottom corner of the cheque.

3. Where New Account Flag is set as Y in on the cheques.


4. In case of NRE/NRO accounts, the word cheques.
5. Serial number of the cheque is printed vertically on the extreme left
side near the account number box, in addition to in the MICR band.

6. Date of printing of cheque book is also printed on the cheque leave on


the extreme left side near the account number box.

7. For Customer Constitution Codes account 001 002 and 999 , only title of the
account is printed on the cheques { in the space meant for Drawers Signature(s)}
and for the codes 003 and 029 , title of the account is printed as under :

For (Title of the account)

Authorised Signatory (ies)

FEATURES OF WELCOME KIT CHEQUE BOOKS:

2. As New Account Flag is set as Y in CBS in case of welcome kit


accounts, the word New Account is printed on the cheques.
3. Serial number of the cheque is printed vertically on the extreme left side near the

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account number box, in addition to in the MICR band.
4. Date of printing of cheque book is also printed on the cheque leave on the extreme
left side near the account number box.
5. Cheques are pre-printed with 16 digits account number of the customer, without
the title of the account.

STANDARD OPERATING PROCEDURE (SOP)

MULTI SESSION FOR PROCESSING CTS 2010 AND NON CTS 2010 INSTRUMENTS

The procedure for processing CTS 2010 and Non- CTS 2010 instruments. As per RBI
guidelines :

1. Different sessions will be run for CTS 2010 and Non-CTS 2010 instruments.
2. Sessions for Non-CTS 2010 instruments will be run at the following frequency :
From 1st Nov. 2014 onwards Once a Week on every Monday

3. Segregation of instruments will be handled by the presenting bank. While scanning the
instruments care should be taken to ensure the instruments are presented with relevant
clearing type. Kindly ensure to use the relevant clearing type for Non-CTS 2010
instruments (clearing type no.11) as per the schedule provided above to ensure no
inconvenience is caused to the customers/other participating banks.

4.If Non-CTS 2010 instruments are presented in incorrect session then the drawee bank
can return all such instruments if any, presented in the regular CTS Clearing will be returned
under the 37reason-Presentinpropercodezone. Such returned instrum represented by the
collecting branch in the immediate next special clearing session for non CTS-2010
instruments.

5. Since government cheques are cleared under P2F, non-CTS 2010 government cheques
can continue to be presented in CTS clearing every day w.e.f. January 2014 till further
notice

Clearing House (CH)

I. Clearing type (11) is defined for Non-CTS 2010instruments and type (01) is defined for regular
CTS instruments cleared on all working days.
II. Clearing for Non-CTS 2010instruments (clearing type no.11) will be run on every Monday
with value dating on the next working day.
III. Corresponding returns sessions will be conducted on the value dates.
IV. In case of holiday falling on any of the above scheduled session days the presentation
session will be pre-poned to the previous working day and return session will be conducted next
available working day to the holiday.
V. For session timings for each clearing type are given below.
VI. Session differentiation will be handled through clearing type in the file formats .
VII. When the instruments are presented by the banks with relevant clearing type, the CHI
(based on the clearing type provided in the CXF file) attaches the files to relevant session.
VIII. Blockage will be applicable to all sessions.
IX. Extension will be applicable to a specific session.
X. Inward files, session reports settlement will be generated separately for each clearing type.
XI. Daily reports pertaining to system log will continue to be common for all sessions.

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XII. The holiday calendar will be common to all sessions.
XIII. There will be single P2F session (combined for CTS 2010 and non-CTS 2010 clearing
sessions) for both the presentation sessions. P2F session will be for IQA failure instruments and
instruments demanded under section 64(2) of the Negotiable Instruments Act 1881.

Procedure At Presenting Bank (For branches processing Outward Clearing)


I. The onus of segregating CTS 2010 & Non-CTS 2010 instruments is on the presenting bank.
II. CTS 2010 Cheques issued by Central Government departments should be presented as Doc
Type B (Image to follow without paper) instruments under normal circumstances. In case of IQA
failure or demanded under section 64(2) of NI Act 1881 such cheques to be presented with Doc
Type C (Image to follow with Paper to follow).

III. While scanning the instruments care should be taken to ensure the instruments are
presented with relevant clearing type. Kindly ensure to use the relevant clearing type for Non-
CTS 2010instruments (clearing type no.11) as per the schedule provided above to ensure no
inconvenience is caused to the customers/other participating banks.

IV. Drawee banks can return the Non-CTS2010 instruments, if any, presented in the regular
CTS-2010 clearing, under the reason code '37-Present in proper zone'. Such returned
instruments will have to be re-presented by the collecting bank in the immediate next special
clearing session for Non-CTS 2010 instruments in accordance with the instructions contained in
RBI circular no. DPSS.CO.CHD.No.2030/03.06.01/2012-2013 dated May 7, 2013.
V. Separate settlement reports/data will be supplied to member banks pertaining to Non-CTS
2010 instruments drawn on them.

VI. Ensure that reconciliation process is in place to handle multiple sessions and settlements
accordingly. VII. Segregate the P2F instruments of both the sessions and present the same in
the P2F session. There will be a combined P2F session per day.

Procedure at the drawee bank (For Offices Processing Inward clearing)

I. In terms of the instructions contained in paragraph 2(b) of RBI circular DPSS.CO.CHD.No.


/133 / 04.07.05 / 2013-14 dated July 16, 2013, if the presenting bank presents an instrument in
an improper zone, then the drawee bank can return all such cheques with reason code '37-
Present in proper zone'

II. Banks should use appropriate return reason code provided for all such returns. Due care
should be taken to ensure returns are made in the appropriate clearing type as the return
sessions for Non-CTS 2010instruments will be run only on specific days.

III. It should be ensured that the return files are generated separately for each of the clearing
types.

IV. Extension for returns continues to work on the basis of clearing session number. Therefore
banks need to take care while approaching President of the Grid Centre (RBI) for extension by
quoting the relevant session number as well as the clearing type, for which, extension is
required.

V. Ensure that Reconciliation process is in place to handle multiple sessions in different clearing
types and settlements accordingly.

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Returns handling :

I. Separate returns sessions will be opened for both the types of instruments (CTS 2010 and
non-CTS 2010) as is followed for presentation clearing.
II. Extension will work on session number for relevant clearing type.
III. While requesting for extension to the President of the Grid, banks should take adequate
caution to ensure that they mention the relevant presentation session numbers along with
clearing type for which extension is sought a. For example the following are the indicative
clearing type numbers

i. CTS 2010 instrument 01


ii. Non CTS 2010 instrument 11 (for illustration only. Also refer to paragraph iv below)

IV. No request for extensions for returns under clearing type number 11(NonCTS 2010) will be
considered as Non-CTS 2010 instruments sessions are conducted once a week and sufficient
time is provided for processing the instruments.

V. Reconciliation process should be in place to ensure the debits/credits received for the returns
of CTS 2010 and Non-CTS 2010 instruments.

Cheques issued by State Government Departments :


Cheques issued by State Government departments to be presented as Doc Type C i.e. under
Paper to Follow (P2F) mode. This is applicable to all types of instruments i.e. instruments
complying with CTS 2010 standards and Non-CTS instruments cleared through the regular
sessions conducted on all working days.

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Activities to be performed by State level RCC and by the Branches for outward
CTS Clearing operations are summarized here below:
S.NO Branch Level activity State Level RCC Activity
1. Opening of Outward CTO Zones
through CCO.
2 Entry of Instruments in CBS through OCTM
3 Verification of instruments through OCTM
4 Suspension of the zones through MCLZOH-S
5 Releasing of the zones centrally
through CCO Menu in Finacle
6 Mark Pend and Outward Return
Marking in the zones.

Zone Code

In case of Inter bank outward clearing, Zone Code will be CTOXXX for
CTS-2010 Cheques and NCOXXX for Non CTS-2010 Cheques.

in case of outward LDD (Instruments drawn on our own branches in case of sub-
member banks), Zone code will be CTLXX. Here X stands for a numeric digit 0 to 9 (like

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CTOXXX may beCTO001, CTO009, CTO099, CTO199, etc.).

State Level RCC/Back Office shall open the zones one day in advance for all the
participant branches under its jurisdiction.(In case of Holiday State level RCC/Back
Office will open zero latency zones)

LODGEMENT OF INSTRUMENTS IN FINACLE


CTO in the branch will check the status of Zone in which he/she wants to lodge the

Instrument through MCLZOH menu option and if status will invoke Menu option
OCTM (Outward Clearing Transaction Maintenance) for lodgment of Instruments.

Categories of Paper to Follow instruments: During verification of Cheques, the


system shows type of the document. (Doc type B isnormal cheque).

The banks would be required to send paper along with the scanned images in the
following situations:

(a) Government Cheques


(b) IQA Failure

(c) When the instrument has been returned by the drawee bank with reason
code 39 (Image not clear, present again with paper) or reason code 40 (Present with
document)

(d) When the drawee bank requests for the physical instrument to be
submitted.Image quality analysis (IQA): The banks need to perform IQA validations
at the capture system. Each image shall have an IQA indicator tag indicating the
outcome of the IQA test carried out by the capture system. Any image of a cheque
that fails to meet the image quality as from time to time by NPCI is treated as IQA
failure.

IQA Failure: These are those cheques wherein the image does not satisfy the
parameters specified by RBI due to cutting, mutilated, torn, excess size etc. Which
has to be sent physically i.e. Paper to Follow Cheques. The system will ask for
Rescan , Accept and Reject. The user has to take appropriate

Rescan Button: User has to put the cheque again in the scanner and click the
Rescan Button.

Accept Button: On clicking the Accept Button the instrument will automatically will
go to transaction. User has also to send the physical cheques to the service Branch
for further exchange to Clearing House.

Reject Button: On clicking the Reject Button the instrument will be deleted from the
Batch. User must ensure that the instrument is also deleted from CBS.

After completing the scanning, manual entry and balancing of batch, click on End
Batch for for further course of action. Thereafter Click on Exit button.

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Government Cheques: Government cheques are the ones which are issued by
Government departments. Such cheques can be identified on the following basis:

7 digit account number and a 3 digit transaction code


6 digit account number and transaction code in the range 20-27 and 49.

Such cheques should always be presented in physical form as at it mandatory to


return the physical cheques to the respective department for their internal
processing.

SUMMARY: (Complete Process Flow of Outward CTS Clearing)

Receipt of Cheque with Pay-in-slip at counters


Lodgement of Instruments in Finacle through OCTM (A)
Opening of zones for CTS Clearing by State Level RCC using CCO Menu in CBS
Verification of Instruments through OCTM-V
Generation of text file by Menu PTW (U) and copy the name of file from PR
Transfer of File from CBS to system through PTW-T
Upload the text file (generated from CBS) to CTS
Application and scan the instruments
Verification of Instruments in CTS Application by applying digital Signature
and transmission of data to CHI Server
Releasing, Return Marking and Regularization of CTS zones by State Level RCC

SUMMARY OF INWARD CLEARING PROCESS


Downloading of Inward Clearing from Clearing House Interface (CHI)
Segregation of Instruments on the basis of MICR Code
Data entry in CTS Application (punching of Payee name, account no. and cheque)
Generation of RMI in CTS Application , copy all the RMI file from FTP to PC
Upload RMI to Finacle using Menu PCUNIX followed by RMI
Verification of Instruments in CBS using Menu ICTM (V) and marking of returns
Zone suspension, post followed by validation run though Menu MICZ
Transfer of return file from Finacle to PC and then FTP
Uploading of Returns in CTS Application using digital Signature

CTS CLEARING REPORTS IN CTS APPLICATION

OUTWARD CLEARING REPORT:

a) Outward Presentation: Four types of reports are available in Outward presentation.

All.
Accepted at CHI.
Accepted at CH. All
rejected.

b) Paper to Follow Reports.


c) Government Cheques.

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d) IQA Failure.
e) CH duplicates MICR Cheque.
f) Other Failure.

INWARD CLEARING REPORTS:

For generating Inward Clearing reports, go to inward option in the report link. Three
reports related to inward clearing are available:

Inward received
Paper to Follow
Duplicate MICR Cheques

RETURN REPORTS:

All the instrument returned in Outward and Inward Clearing are available in return report link.
Following types of reports can be generated for outward return:

a) Inward Return
b) Inward Return P2F
c) Outward Return
d) Outward Return P2F

Reports in CBS
Outward Reports

1) Cheque Truncation Report (3/35): For as Branch, this report gives status of the zone
(suspended(S), Release (R), Regularize (G)), no. of instruments in a particular zone and
amount of those instruments for a single day for a given sol-id/set id.

2) Cheque Truncation report for a given period (3/35a): This report gives the name of
branch/branches, status of the zone (suspended(S), Release (R), Regularize (G)), no. of
instruments in a particular zone and amount of the instruments corresponding to that zone for
a particular period for a given solid/ set id.

3) Cheque Truncation report for a given period (ZONE WISE) (3/35b): This report gives the
name of branch/branches along with the MICR code, status of the zone (suspended(S),
Release (R), Regularize (G)), no. of instruments in a particular zone and amount of the
instruments corresponding to that zone for a particular period for a given sol-id/set id. This
report also gives the sum total of the all the instruments presented for a given period.

4) Non Cheque Truncation Report for a given period (Set Wise) (3/35c): This report gives
the name of the branch along with the zone code, status of the zone, no. of instruments
pertaining to the instruments lodged under Non CTS Clearing.

5) Outward Clearing register (all zones) (3/8): This report gives the details of each cheque
presented from a particular branch in all zones (CTS Zones or MICR Zone) along with the
following details: Set No., Account No., Account Name, Cheque No., MICR code, drawee
bank/branch, Instrument Amount, Entered User & verified User.

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6) Outward Clearing Register (all zones)-set wise (3/8a): This report gives the details of each
cheque presented from a particular branch in all zones (CTS Zones or MICR Zone) along
with the following details: Set No., Account No., Account Name, Cheque No., MICR code,
drawee bank/branch, Instrument Amount, Entered User & verified User.

7) Outward Clearing Register (for a zone) (3/2): This report gives the details of each cheque
presented from a particular branch in particular zone (CTS Zone or MICR Zone) along with
the following details: Set No., Account No., Account Name, Cheque No., MICR code,
drawee bank/branch, Instrument Amount, Entered User & verified User.

8) Bank wise Outward Clearing schedule (for all zones) (3/27): This report gives the drawee
bank list instrument wise for all zones.

9) Bank wise Outward Clearing schedule summary (For All Zones) (3/28): This report gives
drawee bank list instrument wise in consolidated form for all zones.

10) Report for Outward Clearing set wise (3/39b): This report gives the details of
total no. of cheques along with the amount (CTS and MICR) presented in all branches
for a particular Set-Id or presented in a particular branch in a Sol-ID.
11) Unverified Transaction during zone Release (3/53): This report shows the unverified
transaction at the respective branch after completing releasing of the zones centrally at
State Level RCC .

Inward Reports

1) Inward Clearing Register (for a zone) (3/3): This report gives the payor account no.,
payor name, instrument no., Date on the instrument, amount on the instrument and
payee name for a particular zone

2) Inward Clearing Register (All Zones) (3/9): This report gives the payor account no.,
payor name, instrument no., Date on the instrument, amount on the instrument and
payee name for all zones.

3) Inward Clearing list (For a Zone) 3/10: This report gives the details of instruments
along with the account no., account name processed in a particular zone.

4) Status of all Inward Clearing CTS Zones 3/21a- This report gives details of all zone
codes, no. of paid cheques and returned cheques processed in a particular day.

RBI has put in place the uniform holiday arrangement at the three CTS locations as under:

i. The CTS centres in all the three Grids will adopt RTGS holidays as uniform holiday for the
respective Grid.
ii. CTS operations will be closed on such days when ALL the participating states in the Grid are
observing holidays, even though RTGS is working on such days.
iii. The president of the respective CTS location will notify the list of such uniform holidays well in
advance to enable the participating banks to put in place inward clearing processing
infrastructure at the grid location.

Non CTS-2010 Instruments may be presented in Express Cheque Clearing System (ECCS)
centres and MICR CPCs till such time the CPCs are in operation.

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As advised by Reserve Bank of India, State Bank of India take lead and a new automation
package with all required and latest features for clearing houses got developed through M/s

Image Infosystems Pvt Ltd, known as Express

The ECCS application software has three modules viz,

1. Branch Module: To be installed at all member banks/branches of each Clearing Centre


for outward - inward clearing data entry & return marking. It has functionality of direct

file uploading generated from banks CBS.

2. Service Branch Module: To be installed at designated main/service branches to


aggregate/consolidate outward clearing, return clearing data submitted by various
branches of particular bank at each Clearing Centre through branch module. It will
generate file output for further submission to Clearing House.

3. Clearing House Module: To be used by banks managing Clearing Houses/BCP Clearing


Houses at each Clearing Centre for daily settlement activity, granting extension, marking
unwinding etc. It will generate settlement report, Settlement register, Settlement voucher
and provide inward clearing & return Clearing data files to member banks.

Some of key features of the software are given here-below:

The software is highly configurable.


One-pass/ batch mode processing is possible.
Facilitates media writing via USB Removable.

The data entered in FINACLE can be upto clearing files received in ECCS solution can
be uploaded in FINACLE, thereby reducing the efforts for data entry in the second
solution.

CENTRAL NATIONAL ARCHIVAL SYSTEM OF NPCI FOR ALL THE THREE CTS GRIDS
( CIRCULAR NO. HO/ITDNONCBS/14/2014)

Reserve Bank of India has implemented Cheque Truncation System across the country in
following three Grids:--

a. Northern Grid,
b. Southern Grid
c. Western Grid

Our Bank is participating in CTS clearing at all the three grids viz. Southern, Western and
Northern Grid.

NATIONAL ARCHIVAL SYSTEM FOR ALL THREE GRIDS


National Payments Corporation of India (NPCI) has established a National Archival System
for all the three Grids which has been made live on 22.04.2014The Centralized platform for

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National Archival System is available to the Banks at no additional cost till March 2017.
Currently the cheque images & reports are available from February 2013. In view of the
National archival system of NPCI for CTS clearing data and images, there is no need for the
Bank to maintain its own Archival system.
The National Archival system provides following facilities to the member Banks:

(i) On demand retrieval of images and data


(ii) On line retrieval through web-based access
(iii) Offline/ bulk retrieval using media delivery/help desk call.

In case of need for the old data / images (up to 10 years) of CTS clearing, branches can obtain
the same from National archival system of NPCI through their Grid service branches as per
procedure mentioned below:

SALIENT FEATURES OF NATIONAL ARCHIVAL SYSTEM


A. Access to National Archival has been provided to our Bank w.e.f 20.05.2014 from all the
three grid locations.
B. We have nominated Grid Service Branches at Delhi (D-116500), Mumbai (D-197500) &
Chennai (D-197400) for accessing the archival data of NPCI.
C. Users have already been created for Grid locations i.e. Delhi, Chennai and Mumbai for this
purpose.
D. The Central archival system shall also provide MIS for the images and data.
E. Screenshots for accessing the cheques and retrieval of reports are attached as annexure- II
and annexure-III respectively.
F. Parameters required to access the National Archival System are as under:
Inward Clearing/Outward Clearing
Cheque No.
Amount
Presenting branch
Drawee branch

Adoption of Uniform Holiday Calendar under Cheque Truncation System (CTS)

1. Under grid-based CTS clearing, all cheques drawn on bank branches falling in the grid
jurisdiction are treated and cleared as local cheques on T+1 basis. As such the uniform holiday
arrangement will further enhance the customer service through faster realization of cheques
even on holidays in respective states.
2. Therefore RBI has put in place the uniform holiday arrangement at the three CTS locations as
under:

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i. The CTS centres in all the three Grids will adopt RTGS holidays as uniform holiday for the
respective Grid.
ii. CTS operations will be closed on such days when ALL the participating states in the Grid are
observing holidays, even though RTGS is working on such days.
iii. The president of the respective CTS location will notify the list of such uniform holidays well
in advance to enable the participating banks to put in place inward clearing processing
infrastructure at the grid location.
The above arrangement is implemented since 07.10.2013.
3. Further, Bank may approach the President of the Clearing House at CTS location for blocking
the presentation drawn on bank branches in the State (s) which is/ are observing holiday.
4. The Blockage function in CTS System has already been designed to handle different state
holidays.
5. In exceptional cases, where the reference to base branch is required and the base branch is
closed on account of local holiday, the drawee bank at the grid location may return the
instrument to the presenting bank under return reason code 88 with the description need
reference to the drawee branch which is closed on account of local holidays/issues.
6. RBI has further clarified that on occasions when banks are unable to process the inward
clearing pertaining to specific locations due to exceptional circumstances, they can approach
the President of the Clearing House at CTS location for extension of return / blocking the
presentation drawn on such locations.

Procedure for Uploading Requisitions through Branch:

Customer can submit the request for issuance of personalized cheque book only at
his/her base branch.

The authorized official will ensure that the customer has written the compete postal
address i.e., House No./Shop No., Floor No. Street name, City, Tehsil, District with 6
digit PIN code number etc. in the requisition slip and will verify the same from address
on record. In case, the account holder wants the cheque book to be delivered at
address, other than the recorded with the bank, then address should be modified by
taking the accepted address proof, duly signed by the customer and verified by the bank
officials. In this regard, it is to be advised that while obtaining address proof other than
recorded address, KYC guidelines must be fulfilled and address should be modified in
CUMM details of the account holder at the time of uploading the requisition. All branches
are advised to invariably ensure correct and complete address of the customer along
with 6 Digit Numeric Pin Code (Not NULL OR 000000) in finacle before uploading
requests for personalized cheque books

Telephone number, mobile phone number and email id (if any) of the customer be also
mentioned along with address to facilitate expeditious delivery of cheque book through
Registered / Speed Post to customer. The branch will ensure that Cheque book facility
flag is not set to N while opening the account. The flag is to be set to Y.

The CTO will feed the requisition in the system immediately through Menu option
CBSCHQBK Function (A).

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The officer/supervisor will verify it through function V. Verification is to be done in same
Menu(CBSCHQBK) Function (V)

The cheque books issued by Printing & Stationery Deptt. are received back in large
numbers due to non observance of guidelines. Some of the instances/reasons pointed out
by Printing & Stationery Deptt. are:

Lack of complete postal address with correct PIN No. entered in the CUMM of the
customer in CBS.

Phone numbers/mobile numbers are not entered, which must be filled up in all cases

Incomplete title of account or Name with spelling mistakes are filled up in CBS
database. Accuracy must be ensured.

The cheque book received back as undelivered due to wrong/incomplete


address/any other reason shall be entered in a register and be delivered against
receipt of signatures of customer.

The branches must popularize these cheque books, due to its advantageous
features.

The request of the customers for personalized cheque book shall also be
entertained/accepted when received through internet.

The requisition slip available in existing cheque book with the customer can also be
used. In this case the following undertaking be obtained from the customer:

Branches should preferably issue personalized cheque book centrally, but if customer is in
urgent need of the same, branch should issue nonpersonalised cheque book across the
counter after ensuring that:

1) Cheque book is being issued to the a/c holder with proper KYC.
2) Every leaf of cheque book is branded with account number.
3) Details of cheque book are duly entered in the CBS system.

The cheque books not delivered by the Postal authorities due to any reason like
incomplete address etc. are returned to the respective branches . Branches should
immediately contact the customer and arrange for its delivery to him on proper
identification.

Branches to ensure that except in case of accounts opened under Mitra / PNB
Vidyarthi saving fund scheme all accounts opened be permitted to avail the facility of
Personalized Cheque Books .All Mitra/Student(PNB vidyarthi), on request, be issued
non personalized cheque books by the concerned branches keeping in view the
usage by the account holder. Branches should ensure adequate stock of non
personalized cheque books with them

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Application Supported by Blocked Amount (ASBA)
(MBD Consolidated Circular No. 06/2014, dated 27-03-2014)

ASBA is a facility available to the CASA account holders to invest in public/rights issue by
simply placing lien on the bid amount in their bank account. Subsequently on allotment, amount
equal to allotted shares is debited to the account of the investor and lien is vacated. In our bank
ASBA facility was made available to banks eligible CASA account holders from Nov, 2008. This
facility is available in Offline as well as Online mode. In offline mode it is available to banks
eligible CASA account holders from all the branches of our bank. Online mode it is available to
banks eligible retail as well as corporate IBS users.

ASBA process will be mandatory for all public issues opening on or after Jan. 01, 2016

Advantages of ASBA -No cheque to be issued hence no clearing

- Lien is marked on the highest bid amount only, money remains in


the deposit account of the investor and earns interest (in case of SB
accounts)
- On allotment, amount equal to allotted shares is debited to the
investors account and lien is vacated
- No refund involved hence no hassles of lost/delayed refunds
- Minimal/ no paper work
- Shorter turnaround time for entire allotment process
- Five applications can be made from a single deposit account in
each issue
- Applications can be made in the name of persons other than the
account holder
- Investor deals with the known intermediary i.e. own bank
- Fee based income for bank on allotment amount

ELIGIBILITY An investor is eligible to apply in public issues through ASBA if


he/she/they have:
- PAN card (of the investor)

- Demat account with any depository/depository participant (of the


investor)

- CASA account of the applicant or other person, if applicant is


different from the account holder, having clear demarcated funds
(IBS enabled in case of Online)

General guidelines for An ASBA form can have up to 3 bid options.


ASBA
Lien is marked on the highest value (Price X Number of shares)
out of the three bids.

Provision for revision and cancellation of bids (only if the original

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bid was received and processed by us)

Accessing ASBA ASBA module can be accessed by clicking on NON-CBS


applications available on Finacle homepage and then selecting
ASBA listed under MBD.
All the branches of our bank are enabled for accepting and
processing ASBA forms from banks CASA account holders
ASBA PROCESS The ASBA process involves receiving bids from investors, entering
and verifying the bid details in the ASBA module, marking of lien in
investors deposit account, uploading of the bid details at BSE/NSE
portal, marking of allotment, vacation of lien and transfer of funds
from investors deposit account. Above stated activities in the ASBA
process are carried out at various levels involving CMSB, Mumbai
(Nodal or Controlling Branch), Circle Offices (COs) &Branches and
are listed here under:

Sl. Process/Activity Handled by


No
.
1. Enabling of user Ids and password a) CMSB, Mumbai for
maintenance CO users, and
b) COs for branch
users
2. Designating new Branches Circle Office
3. Issue maintenance CMSB, Mumbai
4. Receiving ASBA form from investors Branches
5. Entering and verifying the bid details Branches
in ASBA module
6. Generation of Lien File from ASBA CMSB, Mumbai
module
7. Uploading of Lien file in CBS CMSB, Mumbai
8. Updating of Lien status in ASBA CMSB, Mumbai
module
9. Generation of Bid file for NSE/BSE CMSB, Mumbai
10 Uploading of Bid file to NSE/BSE CMSB, Mumbai
11. Updating of Bid file status in ASBA CMSB, Mumbai
module
12. Updating of allotment status in ASBA CMSB, Mumbai
module
13. Transfer of funds and vacating of CMSB, Mumbai
lien

Role of Circle Office In the ASBA process, the Circle Offices are required to:
- Enable branches in their Circle for ASBA.
- Create at least two users, one checker and one verifier, for each
branch in their respective circles.
- Provide user maintenance support to designated branches

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- Provide product support to the designated branches
- Monitor the progress of work handled through ASBA
- Handle complaints received from the investors/SEBI relating to
ASBA activity in their circle

Designated branches The Designated Branches are required to:

Accept ASBA forms from BANKs CASA account holders

Verify Account no. and signature from CBS


Enter bid details in the ASBA module
Verify bid details in the ASBA module
Accept bid revision forms from the investors

Enter and verify bid revision details in the ASBA module


Communicate order no. to the investors
Generate reports for reconciliation

Process flow chart for MAKER CHECKER


branches in ASBA 1. Click on Submit ASBA 1. Click on verify Application
module Form
2. Select Category type and 2. Select ISSUE ID and date
investor type from the drop range
down box
3. Select Symbol from drop 3. Click on Print Before
down box Verification
4. Note bank reference no. 4. System will display details of all
on ASBA form the unverified ASBA forms
entered in the system for the
selected issue id and date range
5. Enter application no. (in 5. Print this report and check
case of downloaded ASBA details from physical ASBA forms
form enter bank reference
no.)
6. Enter bank Account No. 6. Select either Bulk Verification
or Application vise verification
7. Enter Depository details 7. After verification of details from
and Demat account number physical ASBA form, click on
submit and the record will be
verified
8. Enter Bid details 8. All other activities like, marking
of lien in bank account, uploading
of bids to stock exchange,
remitting of funds and vacating of
lien will be handled by CMSB,
Mumbai, the NODAL Branch
9. Enter Applicants name 9. Dispose of the ASBA form as
per the instructions circulated by

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CMSB, Mumbai, separately for
each issue
10. Enter PAN details
11. Enter applicants mobile
no
12. Click on Submit

LOG onto CBS Home Page

CLICK ----> NON-CBS APPLICATION

CLICK ----> ASBA Listed under MBD

Branch will be directed to ASBA module where Maker / Checker


will log in after entering their user id and password

Branch has to enter and verify Bid details from the ASBA form
submitted by the investor after verifying bank account details
and a/c holders signature

3.Nodal/Controllin The Capital Market Services Branch, Mumbai (CMSB) is the Controlling
g branch Branch (CB) for the ASBA process. The CMSB Mumbai shall act as a
coordinating branch for the Bank, its Designated Branches, SEBI, Registrar
to the Issue, Stock Exchanges and Merchant Bankers.CB shall also handle
user maintenance of user Ids for the Circle Offices. In addition to the above,

CB shall ensure that soft copy of the abridged prospectus of all the
forthcoming public issues are uploaded on the website of the Bank.

CB shall create the issue master in the ASBA module, preferably two days
before opening of the issue but invariably before the opening date of the
issue. Any revision in the issue by the Registrar like price band, issue closing
date etc. shall also be carried out in the issue master in the ASBA module

CB shall compile/consolidate the data uploaded by the DBs and shall ensure
that the same is reconciled on a daily basis with the data uploaded on the
site of the concerned stock exchange.

CB shall send information of all bids received by the bank to the registrar

The process for uploading the ASBA application for Right Issue on web
enabled interface provided by stock exchanges i.e. NSE/BSE will be the
same as in case of IPO/FPO.

The CB shall not upload any bid data in the electronic bidding system of the

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stock exchanges (NSE/BSE) unless it has blocked money in the concerned
bank account.

CB shall, on daily basis, inform details of failure of lien and rejection of bid
data to DBs and COs through e- mail and shall handle the modified records
procedurally.

During the currency of the issue, CBs to reconcile number of applications


uploaded on stock exchange with number of applications captured in Off-line
tool from MIS generated through report options under both channels

CB shall act as an interface between DBs & Registrar to the issue/Stock


Exchanges. The communications received from stock exchange and registrar
is acted upon immediately and to be followed up till the issues raised are
resolved.

On receipt of instructions from the Merchant Bankers regarding failure or


withdrawal of the issue, the controlling branch shall amend the issue master,
inform the DBs immediately and unblock the bank accounts of the already
processed bids latest by the next day of receipt of instructions.

CB shall update the status of bids uploaded on the stock exchange.


along with the Order No. for each bid, in the ASBA module.

On receipt of request for withdrawal of application from ASBA investor


through DBs and before the closure of the issue, the CB shall unblock the
lien after verifying that the particulars of the application has been deleted
from the stock exchange. The confirmation shall also be sent to the
concerned DB.

On receipt of allotment file from the registrar, CB shall update the status in
the ASBA module, ensure transfer of requisite funds to the issuers account
and u investors.

CB shall ensure that any information received from other agencies relating to
the issue is immediately communicated to the DBs

CB shall ensure that complaints of investors arising out of errors or delay in


capturing of data, blocking or unblocking of accounts, etc. are immediately
and satisfactorily addressed.

The CB shall ensure that physical application forms are received from the
designated branches and sent to the Registrar/Company as per the
instructions of the Regulator/Registrar/Company in this regard.

CB shall be fully responsible for the bids uploaded in the stock exchange
system. However, in case CB fails to upload any bid within the time specified
for such an investor category in an issue, the bids will stand rejected and the
money blocked in investors accounts should be unblocked by the CB and
status of that application be got updated in ASBA off-line tool.

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CB shall ensure that Bank receives the commission on ASBA collected by it
from the Registrar/Company and is in line with other syndicate members.

Reconciliation Process
The Controlling Branch shall reconcile data on daily basis. Format of reports for the purpose are
listed under the heading - B. Reports for Nodal

Branch (Admin) User

PNB Online ASBA for ASBA-Online facility now being extended to all the eligible IBS users on
acceptance of the bank. As per SEBI guidelines, only CASA account holders can
online ASBA apply in IPO/FPO/Rights issue through ASBA and same criteria applies
applications. for being eligible to use ASBA-online facility also.
This facility can be availed by all the customers of the bank having
(Merchant Banking Internet Banking Transaction Facility enabled CASA account with any
Division Circular MBD branch of our bank, valid PAN no. and a Demat account with any
44/2015 dated depository/ depository participant. A link for ASBA-online has been
28-12-2015) provided on the Home page of www.pnbindia.in . website
BankingASBA (IBS), Investor has to login at
https://pnbnet.org.in/ASBAIBS OR through a link at PNB website:
www.pnbindia.in OR at PNB Internet Banking website :
www.netpnb.co
Procedure of ASBA-are given here under:

1. For Retail IBS

users a) User registration


On the home page of banks
Online services OR click on Merchantg plac
bottom of the home page than click on ASBA

Scroll down the page and click on ASBA-online

Click on Retail IBS user

Click on User Registration

Fill in relevant details (all * marked col. are mandatory)

Check in the box confirming the terms and conditions

Click on submit


User for ASBA will be created

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b) Submitting ASBA-online

On the home page of banks
Online services OR click on Merchant
bottom of the home page than click on ASBA

Scroll down the page and click on ASBA-online

Click on Retail IBS user

Enter user id, password and click on login

Click on Submit application-online ASBA will be displayed

Applicants details, Pan no., Demat account details and bank
account details are self populated on screen
Select Symbol (issue id), investor type and investor category

Enter bid details and check in the box for accepting terms and conditions

Click on submit Screen displaying all the details of the bids will appear If
any correction required, click on B to IBS

IBS login screen will appear-enter user Id and password and click on login

System will display details of the amount to be blocked

Validate by giving IBS transaction credentials

Lien Success message displaying details of the bid will be displayed on


screen thus completing the transaction

Issue details

Users can view issue details by selecting issue type and status from the
drop down box on screen

Application status

Status of the application submitted by the user can also be viewed by


selecting issue Id from the drop down box

Withdrawal of application

User can also withdraw application by selecting issue id and entering


application no. submitted earlier

Details of the original bid will be displayed on screen

Give reasons for withdrawal and click on withdrawal

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Bid submitted earlier will be withdrawn

Withdrawal of application

User can also withdraw application by selecting issue id and entering


application no. submitted earlier

Details of the original bid will be displayed on screen

Give reasons for withdrawal and click on withdrawal

Bid submitted earlier will be withdrawn

a) User registration

2. For Corporate On the home page of banks
IBS users Online services OR click on Merchant
bottom of the home page than click on ASBA

Scroll down the page and click on ASBA-online

Click on Corporate IBS user

Click on User Registration

Fill in relevant details (all * marked col. are mandatory)

Check in the box confirming the terms and conditions

Click on submit

Admin user will be created in INACTIVE state and following
message will be sent in the mail id of the corporate IBS user
Admin user created in Ina
Association (MOA), Articles of Association (AOA) and Board
Resolution to the base branch.

b) User Activation by the Base Branch of the Bank


Login in ASBA module with Branch maker user

Select menu Corporate User

Enter user id to be activated and click on submit

Screen will display all the details entered by the Corporate IBS
user at the time of user registration

Check on Accept user or
click on submit

Success message displaying
displayed

Now login in ASBA module with Branch checker user

Select menu Corporate User

Enter user id to be verified for activation and click on submit

Screen will display all the details entered by the Corporate IBS

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user at the time of user registration

Check on Accept userastheorc
click on verify

Success message displaying
displayed

After activation another mail will be sent to the corporate IBS
user informing about the status of the activation of the Admin
user
c) User creation by Admin user

Click on Corporate IBS user
On the login page enter Admin user id and password and clock on
login

Select menu Create User and create user for applying in IPO/FPO
online through ASBA on behalf of the corporate IBS user

Click on save and user will be created


Repeat the process to create more users (maximum 4 users can bereated)

Admin user can also Modify/Activate/Deactivate any user created by them

d) Submitting ASBA online

On the home page of banks Online services OR click on Merchant


bottom of the home page than click on ASBA
Scroll down the page and click on ASBA-online
Click on Corporate IBS user
Enter user id, password and click on login
Click on Submit application-online ASBA will be displayed

Applicants details, Pan no., Demat account details and bank account details
are self populated on screen

Select Symbol (issue id), investor type and investor category

Enter bid details and check in the box for accepting terms and conditions

Click on submit Screen displaying all the details of the bids will appear

If any correction required, IBS

IBS login screen will appear-enter user Id and password and click on login

System will display details of the amount to be blocked


Validate by giving IBS transaction credentials

Lien Success message displaying details of the bid will be displayed on


screen thus completing the transaction

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e) Issue details

Users can view issue details by selecting issue type and status from
the drop down box on screen

f) A pplication status

Status of the application submitted by the user can also be viewed by


selecting issue Id from the drop down box

g) Revise application
User can revise the bid by selecting issue id and entering application

no. submitted earlier

Details of the original bid will be displayed on screen. After revising, click on
submit

If the revision is for higher bid amount and/or quantity, system will take the
user to IBS login screen for marking of lien on the additional amount but in
case of downward revision, the lien amount will not be revised

Repeat steps for IBS as listed under d) above


h) Withdrawal of application
User can also withdraw application by selecting issue id and entering
application no. submitted earlier Details of the original bid will be displayed on
screen Give reasons for withdrawal and click on withdrawal Bid submitted
earlier will be withdrawn


Admin user of the corporate IBS user registered in inactive state
is to be activated by the base branch after receipt of MOA, AOA
Help
and the board resolution from the client. Process for the same is
listed under 2.b) above.

Reports have been provided for the branches to view the corporate
user status in the ASBA module and take action accordingly.


CMSB Mumbai is the controlling branch for this activity.

Any problem/issue relating to ASBA-online may be referred to them
at pnbcapsmumbai@pnb.co.in or at asbaonline@pnb.co.in and may
also be sent at mbd@pnb.co.in .

HANDLING Under this arrangement, SM/SSMs will collect ASBA forms from investors, enter
ASBA FORMS the bid details at the stock exchange site and submit the forms to SCSBs for
RECEIVED marking of lien in investors bank account. The registrar will forward file
FROM containing details of such bids to SCSBs who will fill up four columns in the file

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SYNDICATE/ viz. Bank reference no., Bank account no., Amount blocked and SCSB remarks.
SUB
SYNDICATE
MEMBERS ASBA Syndicate process is available in 12 centres and one branch in each
center has been designated to process ASBA forms received from SM/SSMs.

CMSB, Mumbai is the Nodal Branch for ASBA Syndicate Process.

Activities that Accept ASBA forms from SM/SSMs


SCSBs are Reconcile with the details forwarded by the registrar
required to Block funds in investors bank account
perform under Update requisite columns in the bid file
this process Send ASBA forms received from SM/SSMs to the registrar alongwith bank
are: schedule
Submit Final Certificate (Status of blocking of funds) to the registrar
Credit funds into the public issue account of the issuer on the basis of funds
transfer instructions received from the Registrar/merchant banker and
Unblock funds in investors bank account
Activities that
the Bank is Accept ASBA forms from SM/SSMs
required to Reconcile with the details forwarded by the registrar
perform under Block funds in investors bank account
ASBA
Update requisite columns in the bid file
Syndicate
process are Send ASBA forms received from SM/SSMs to the registrar alongwith bank
schedule
Submit Final Certificate (Status of blocking of funds) to the registrar
Credit funds into the public issue account of the issuer on the basis of funds
transfer instructions received from the Registrar/merchant banker and
Unblock funds in investors bank account.

Location of above activities along with REVISED TIMELINES, applicable to all


issues opening on or after Jan. 01, 2016is listed hereunder:

Sl. Description of activity Location Revised Time frame for


No. the activity(T being issue
closing date + WORKING
DAYs*)
1. Receipt of ASBA forms Syndicate T+1 (Branches not to
from SM/SSMs along Branches accept ASBA forms from
with schedule as per SM/SSM without schedule
format at Annx.1 and NO ASBA form shall
be accepted from
SM/SSM after T+1)
2. Receipt of file containing Nodal T+1
bid details entered by Branch
SM/SSMs
3. Uploading of bid file to Nodal T+1
ASBA module Branch

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4. Reconciliation and Syndicate T+2
updating of bank details Branches
in the bid file
5. Blocking of funds in bank Nodal T+2
accounts Branch
6. Updating of lien status in Nodal T+2
the bid file Branch
7. Forwarding of ASBA Syndicate T+2
forms to the registrar Branches
with bank schedule
8. Submission of final Nodal T+2
certificate to the registrar Branch
9. Remittance of funds and Nodal T+5
vacation of lien in bank Branch
accounts
Check points I. At the time of accepting ASBA forms from SM/SSMs
for ASBA-
syndicate 1. Application is on the specified ASBA form for the issue
branches 2. Bank account details are entered in the ASBA form
3. Account holder has signed in the appropriate column
4. ASBA forms are submitted by SM/SSMs alongwith schedule containing
application number and amount
5. ASBA forms are submitted by SM/SSMs by T+2 i.e. latest within two days of
closure of the issue.

II. At the time of updating the bank details

1. Take report of ASBA forms relating to your location code, separately for each
SM/SSM code from ASBA module and reconcile with the physical forms
received from SM/SSMs
2. Verify the bank account number and signatures of the investor
3. Check availability of required amount in the account
Process of SCSBs shall carry out further action for the ASBA forms such as signature
Handling verification, blocking of funds and forward the forms to the registrar to the issue.
ASBA forms The activities related to Syndicate ASBA at bank level will start after issue
received from closure day.
SM/SSMs by
Syndicate SMs/SSMs will receive the physical forms from investors and submit it to
Branches nearest Syndicate branch for further processing.

The Nodal Branch will upload the File received from Registrar to the Web Portal.
Syndicate branch users at designated syndicate centres will enter the
application no. for which physical form is available with them, they get the
screen showing detail of application and enter following values w.r.t. application:
Bank reference no. (Auto generated by the system)
Bank a/c no in which lien is to be marked.
Amount blocked.
SCSB remarks.

Role and Following activities will be done by the nodal branch:

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Responsibilitie 1. Branch Maintenance
s of Nodal 2. User Maintenance
branch 3. Upload NSE/BSE file to ASBA
(CMSB, 4. Generate Lien File
Mumbai) in 5. Mark Lien file
ASBA- 6. MIS Report for Syndicate ASBA
Syndicate 7. Branch wise Summary of Syndicate ASBA forms received
process 8. Final Certificate/Bank Schedule
(Latest 9. Report according to SCSB remarks
Circular MBD 10. Report City wise list of applications of an issue
Cir.44 dated
28.12.2015
Other In view of recent SEBI guidelines on streamlining the process of public issue of
guidelines equity shares and Convertible, nodal officer BO CMSB, Mumbai and incumbents
of branches handling syndicate ASBA are advised as under:-

3.1 Nodal office, Mumbai, on DAY TO- DAY BASIS, to take up with RTA to
share the electronic bid file for the issues open and on receipt of the said file, in
turn shall share the same with the respective branches handling syndicate
ASBA.
3.2 Branches handling syndicate ASBA, in order to reduce the last day rush of
applications will handle the syndicate ASBA applications on DAILY BASIS.
3.3 The branches, as a proactive measure may contact with the syndicate
members, who have been submitting ASBA applications to them in the past for
submitting ASBA application to them on DAILY BASIS during the period issue is
open.
3.4 Nodal office should also taken up with RTA for timely sharing of revised bid
filed to ensure that entire work be executed within the stipulated time by SEBI.

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Credit Cards
Features of PNB Global Credit card

1. The Bank offers its PNB Global Credit Card with VISA logo to individuals, Corporate
Credit Cards to employees/executives of the corporate and co-branded credit cards.

2. Bank is issuing EMV (Europay, Master Card & VISA) chip+ Magstripe credit cards
containing enhanced security features. All credit cards which have been used internationally at
least once have been replaced with EMV Chip card. All new cards as well as renewed cards are
being issued with EMV chip+ Magstripe

Salient features of EMV card are:

EMV card is chip + magnetic strip card.


EMV card is valid in India and abroad.
Primary authentication of the transaction has to be through chip & PIN if the
machine/terminal is chip enabled.
If the machine/terminal is not chip enabled, the magstripe will be used for authentication
purposes.
PIN will be required at both ATM and PoS terminals for operation of the EMV card.
No charges are being levied for replacement/ issuance of new cards.
Present only magstripe cards have not been disallowed, there should not be any
apprehension regarding magstripe cards becoming invalid.
Existing magstripe cards are not be surrendered to be replaced with EMV chip +
magstripe card which shall be replaced at the time of renewal.

Acceptability of PNB Global Credit Card

From 1st of July, 2013, Bank is issuing all new credit cards for domestic usage only unless
international use is specifically sought by the applicant by opting for the same on application. If
required option is not exercised, credit cards are being issued for domestic usage only.

The Card is accepted for payment at all Merchant Establishments having EDC (Electronic Data
Capturing Machines) like Shops, Restaurants, Railways, Airlines, Petrol Pumps, Hotels, Traders
etc. globally*, who accept VISA Card.
The Card is accepted for cash withdrawal at all ATMs of PNB.
The Card is accepted for cash withdrawal at all ATMs of other banks in India & abroad*, which
accept VISA Cards.
(* If credit card is enabled for international usage)

Existing cardholder can apply for international usage enablement.

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Types of Credit cards: 1. Credit Card for Individuals:
The credit cards are i. Platinum Credit Card
broadly classified under ii. Classic Credit Card
3 categories iii. Gold Credit Card
2. Credit Card for Corporates: The two variants are Corporate card with
individual liability (CCIL) and corporate card with corporate liability (CCCL)
and are further have following two varieties
i. Classic cards
ii. Gold Cards
1. Primary & add on cards:

Primary Card: Credit Cards issued to individual applicant are primary


cards. However, in case of Corporate card, cards issued to different
individual at the behest of corporate are treated as primary cards.
Add-on cards: At the request of primary cardholder, maximum two
add-on cards can be issued only to spouse, mother, father, major son
and daughter (unmarried) of the Primary Cardholder. The age of add
on cardholder should be between 18 and 65 years. However, the
liability for add-on cards will be solely of the principal / primary
cardholder.

Add on cards are not issued in case of corporate cards.

2. Gold & Classic Cards: While Classic cards are issued for credit
limits ranging from Rs.5000 to Rs.49,000, Gold cards are issued
with credit limit of Rs.50,000 and above.

Photo cards: The credit cards including add-on cards may be non-
photo or photo cards depending upon the choice of the applicant.
However, photo cards are issued to the customers who specifically
apply for the same.

Additional Benefits: 1. Reward Points: One reward point valuing Rs. 0.50 (Fifty Paise) for
every spend of Rs.100 is given on individual cards. Reward points are
not available in case of spend for fuel expenses, for Cash withdrawals,
for corporate cards and debits due to charges / fees on card.

2. Redemption of reward points: Reward points can be redeemed


(provided a minimum of 500 points are redeemed) by request in
writing, by calling at 24*7 call centre at 1800 180 2345 (Toll free) from
BSNL/MTNL or at 0120-4616200

3. No Fuel charges: Refund of fuel surcharge on every purchase of fuel


for an amount, ranging between Rs.400/- to Rs.3000/- from any Petrol
Pump.

4. VISA benefits: The discounts and concessions, as offered by VISA


tie-ups, are available for PNB Global credit cards.

5. Free Add on cards: No fee is charged for issuance of add-on cards.

6. Interest free credit period: Free credit period for minimum 20 days

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and maximum upto 50 days is available on purchases. Free credit
period is not available in case previous balance is outstanding, in case
of cash withdrawal from ATMs and on cash withdrawal charges, i.e.
interest is charged from date of respective transaction.

Balance Transfer Facility: Cardholder can get the facility to transfer the
balance from any other banks credit card to PNB global credit card under
EMI scheme with repayment period of 6 months.
Balance Transfer Cardholder can get the facility to transfer the balance from any other banks
Facility credit card to PNB global credit card under EMI scheme with repayment
period of 6 months.

The salient features of this facility are:

Repayment Period: 6 months

Finance Charges:@ 0.99% p.m. However, normal finance charges,


as per Schedule of Fees and Charges, will be levied on outstanding
balance, after completion of the term of Balance Transfer facility.

Monthly Instalment: Rs172.50 for every Rs.1000/-.

Processing fees:@1% of Balance Transfer amount or Rs.199, which-


ever is higher.

Who Can apply: Individuals, falling under any of the following


categories, are eligible to avail Balance Transfer facility;-

A fresh applicant for PNB Global Credit Card

The existing card holders of PNB Global Credit Card

Eligibility Criteria: Applicant seeking balance transfer facility should


be resident in India.

Only the Primary cardholder can avail of the Balance transfer


facility. This facility is not provided to add-on card holder.
Credit card accounts with an over limit outstanding, overdue or
delinquent status are not eligible.

Eligible Amount :

Minimum : Rs.2000/-

Maximum: 90% of Card Credit Limit or available credit limit


whichever is lower.

Documents required

Request for Balance Transfer Facility can be made on prescribed


format. The request form can also be downloaded from
www.pnbcard.in or by visiting www.pnbindia.in wherein a link for

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PNB Credit Card has been provided.

Copy of latest monthly statement of the card which should not be


older than 45 days.

Terms and conditions:

The terms and conditions which form a part of the Scheme for
Balance Transfer have been included in the format for Request
for balance Transfer Facility

A duly filled in form, complete in all respects along with the documents as
detailed above is to be sent to Punjab National Bank, Credit Card
Processing Centre 11th floor, Atma Ram House, 1, Tolstoy Marg, New
Delhi 110001.(Cir CCD 4/2016) for further processing to avail Balance
Transfer facility.

EMI Plan for Retail PNBs Credit Card holder on making purchases such as a buying a new TV or
Purchases a computer; or shop for Jewellery or paying for their vacations or any
emergency hospital bills can plan their repayment options through EMI Plan
formulated for PNBs Credit Card holders

PNB is at its sole discretion to permit or refuse EMI Plan.

The salient features of this policy are :

Eligibility

(i) The EMI plan can be availed off only by Primary Card holder. This facility is
not available to add-on-cardholders.
(ii) Only transactions in respect of goods purchased at a merchant outlet
through EDC machine or any e-commerce transaction through internet are
eligible for the EMI plan.
Other debit transactions including cash withdrawals etc. will not be eligible.
(iii) Over limit, overdue or delinquent credit cards will not eligible.
(iv) Request for conversion to EMI Plan should be made within a period 10
days from the transaction date.
(v) The cardholder can avail this facility once in each billing cycle up to
maximum eligible amount.

Eligible Amount:

Minimum amount Maximum amount


Rs. 2500/- 75% of card credit limit

Repayment Plan: The Repayment period under EMI plan is 6 months Only.

Period Amount of spends Instalment

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amount(inclusive of
Finance Charges)
6 months Rs. 2500 Rs. 439.00
6 months Rs. 10000 Rs. 1756.00
Finance charges: The Fee and other charges applicable to EMI plan are :

Processing fee Finance charges Pre payment charges


2% of transaction 18%p.a.(1.5% p.m.) on 3% on outstanding
amount(applicable at reducing balance amount
the time of availing method)
facility)
How To apply:

A cardholder desirous of availing the facility under EMI Scheme can approach
for conversion of purchases through any of the following available options: -

In respect of purchase made at a merchant outlet or an e-transaction the


cardholder can call at PNBs 24-Hour Phone Banking helpline at 1800-180-
2345 or 0120-4616200,

i. The cardholder may download EMI Application Form by visiting Banks


web portal www.pnbcard.in or www.pnbindia.in wherein a link for PNB
Credit Card has been provided. The duly filled in application form can
be dispatched to Punjab National Bank, Credit Card Processing
Centre 11th floor, Atma Ram House, 1, Tolstoy Marg, New Delhi
110001.. within the specified time period of 10 days from the date of
purchase.

PNB Branches to
issue PNB Global Credit Card Applications will be sourced by all the branches located in
Credit Cards Urban/Semi Urban Centers.

(CCD Circular For issuance of Credit Card at Rural Branches, Circle Heads may send
No.3/2014 17th specific recommendation to Credit Card Division HO (based on potential
available/High Net worth Individuals) for approval.
January, 2014)

Application forms There are following application forms for public, staff & Corporate.

1. PNB 1151 Credit Card Application form for Public including ex-staff
members.

2. PNB 1152 Credit Card Application form for staff members.


3. PNB 1171 Credit Card Application form for Platinum Credit Card.
4. PNB 1204 Credit Card Application Form for Corporate Credit Card
with Individual Liability.
5. PNB 1205 Credit Card Application for Corporate Credit Card with
Corporate Liability.

All application forms are having printed serial no. having A, E or C as prefix in
for Public (including ex-staff), Staff & Corporate respectively.

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Eligibility for issuance 1. The applicant should have banking relationship with us (PNB) with a
of Credit cards for satisfactory track record for minimum 6 months. In exceptional cases, the
individuals cards may be issued to the non customers also on the recommendation
of Incumbent In Charge
2. The application should be literate, i.e. 10th standard pass
3. The applicant should have independent financial means
4. The applicant should be between the age of 21 years and up to 65 years
(@) For add-on cards minimum age will be 18 years.
5. The applicant should be residing/working within the city limits of identified
centre
6. Minimum Annual Income (Rs. Per Annum)
Profession For Platinum For Classic For Gold
Salaried applicant 5,00,000 1,00,000 2,50,000
Business/Self Employed/ 5,00,000 1,00,000 2,00,000
Professional
@ In exceptional cases branches can forward the applications for customers
above 65 years of age.
1) Educational Qualification: The application should be literate, i.e. 10th
standard pass.
2) Relationship with PNB: The applicant should have banking relationship
with us with a satisfactory track record of minimum 6 months.
3) Visit Report: In cases where a credit card is issued to the existing
customers of the bank, no visit report is required. However, in case of a
non-customer, the visit is to be done by the branch official and visit report
to be submitted, until and unless the branch in-charge is satisfied about
the credentials of credit card applicant.

4) Independent Financial Means: The applicant should have independent


financial means and the proof of income will be enclosed with the
application. Primary Credit Card will not be issued to persons / students
with no independent financial means. However, add-on cards can be
issued to them but the liability for such add-on cards will be solely of the
principal / primary cardholder.
5) Age: The applicant should be between the age of 21 years and up to 65
years. For add-on cards minimum age will be 18 years.

6) Proof of Address: The applicant should be residing/ working within the


city limits of identified urban/semi-urban centres and the proof of address
to be enclosed with the application.

7) PAN Card: The applicant should have PAN card or should submit the
application with Form 60/61 (with Photo ID).

8) Minimum Annual Income ( Rupees Per Annum)

Profession For Classic For Gold For Platinum

Salaried applicant 1,00,000 2,50,000 5,00.000


Business/Self 1,00,000 2,00,000 5,00,000
Employed/

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Professional

Documents to be 1. The applicant should have PAN card or should submit the application with
submitted self attested copy of Form 60/61 (with Photo ID).
2. Income Proof i.e. copy of Form 16/Income Tax Return or Salary
Certificate.
3. Residence Proof: Ration card, Telephone Bill*, Electricity Bill*, Bank
Account Statement*, credit card statement *(Not more than three month
old). Letter from recognized public , Authority (to satisfaction of Bank),
Letter from the employer ( subject to the satisfaction of the bank),
Income/Wealth Tax Assessment Order, Letter from any recognized public
authority having proper and verifiable record of issuance of such
certificates, Voter ID Card (only if it contains the current address), Pension
Payment Orders issued to retired employees by Government
Departments/Public Sector Undertakings, if they contain current address.,
Copies of Registered Lease & License agreement/Sale Deed/Lease
Agreement, Latest telephone bills from any telephone service providers
and mobile service providers not more than 2 month old, postpaid,
Consumer gas connection card/book/Pipe gas bill, Certificate from
ward/equivalent rank officer, maintaining election roll certifying address of
the applicant, Post Office Savings Pass Book, Domicile Certificate with
communication address and photograph, Certificate by Village Extension
Officer (VEO) / Village Head or equal or higher rank officer. Branch to
confirm the authenticity of the certificate and that it has been issued by the
person who is holding the said office, Court divorce order Marriage
annulment order issued by Court, In respect of Gazetted officials of
Central/State Governments and senior management & above of Public
Sector undertakings, branch Heads may verify the photo/identity and
confirm residential address of such officials from independently verifiable
sources, to their satisfaction, Copies of Registered Lease & License
agreement/Sale Deed/Lease Agreement. (CCD 1/2013 dt 11.02.2013)
4. Identity Proof: Passport, Voters Identity Card, PAN Card, Driving
License, The letter issued by UIDAI containing details of name, address
and Aadhaar number , Identity Card (subject to the Banks satisfaction).
Letter from recognized public authority or public servant verifying identity
and residence of the customer ( to the satisfaction of the Bank)., Married
woman identity proof with maiden name, if supported with a verified true
copy of marriage certificate , Credit card with photo together with
statement of such card, not more than three months old, Registered
Property document with photo identity , Arms License issued by State /
Central Government of India, Freedom fighters pass issued by Ministry of
Home Affairs , Employee State Insurance Card (ESIC) with photograph
supported by latest months pay slip , Talati / Patwari (a local govt. official)
attestation by way of putting rubber stamp and signature. Gram Sarpanch
/ Mukhiya attestation by way of putting rubber stamp and signature. (CCD
1/2013 dt 11.02.2013)
5. Passport size photographs of the Applicant are to be affixed at the space
provided in the application. Applicant has to put his signatures across the

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Photograph.
In case Applicant opts for Photo card, he has to submit one more copy of
photograph without signature for purpose of scanning for photo card. This
is applicable to both Primary and add-on cards.
(CCD Cir.15/2010 dt.15th October, 2010)

1. Application form
2. Residence Proof: KYC documents as per CCD Circular no 1/2013

3. Identity Proof: KYC documents as per CCD Circular no 1/2013

4. Proof of Income: Any of the following latest documents:


a. For Salaried persons: copies of latest
i. Salary Slip
ii. Salary Certificate
iii. IT return duly acknowledged by IT Deptt.
iv. Form 16
b. For Self employed/Professionals:
i. IT return duly acknowledged by IT Deptt.
ii. PAN Card or Form 60/61 (with Photo ID).

5. Photograph: Passport size photograph of applicant is to be affixed at


the space provided in the application. Applicant has to put his
signature across Photograph. In case applicant opts for a photo card
he has to submit one more copy of photograph without signature for
purpose of scanning for photo card.

This is applicable to both applicants for primary and add-on cards.


Exceptions to the For Customers:
Eligibility Criterion If the Incumbent In-charge wants any specific card limit to any of his valuable
clients, the Incumbent may forward a recommendation for specific card
limit based on the Age & Value of the Relationship of the Applicant with
the Bank. For issuance of credit card to our valued clients with specific
card limit, a format has been devised for recommending such applications
as per the prescribed format given with to circular No. 2/2008
dtd.23.09.2008. Such applications for card limit up to Rs. 10.00 Lac
should be sent to Credit Card Division, HO, New Delhi.
For Non Customers:
In case of applicants such as Senior Government Officials, Senior
Executives of Corporate dealing with us, it has been decided to issue the
card even if they are not maintaining their individual banking relationship
with us. These applications will have to be recommended by Incumbent-
in-Charge only after fulfilling the KYC norms and performing the
Document, Income & Profile (DIP) check as per annexure I to CCD Cir.
No. 10/2009 dated 24.06.2010.
Credit Card can also be issued to regular executives/ Employees of
Corporate/Govt. and semi Govt bodies/ PSUs institutions maintaining
Deposits / Advances account with PNB but their employees are not
maintaining their accounts with PNB and therefore not eligible as per
guidelines for Credit Card Issuance(CCD Cir No. 19/2009 & Cir.2/2010

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For Customers:

In exceptional cases, applications relating to sanction of specific credit


card limit will be sent by the Incumbent In-charge to their circle Offices for
sanction by the Circle Heads and the following procedure will be followed
by the branch office:-

Branch Official, not below the rank of Manager, will check and
verify the application for its completeness, i.e. all columns in the
application form have been filled in and all requisite documents
and papers for completion of KYC norms and PAN card have been
attached to. It is necessary that no column is left blank for data
entry at CCPC and for the purpose of security checks.

Branch official will put his signature along with PA number on


application as per laid down procedure.
The applications wherein specific limit has been sanctioned by the Circle
Head, will be sent to Punjab National Bank, Credit Card Processing
Centre 11th floor, Atma Ram House, 1, Tolstoy Marg, New Delhi
110001.for further processing.

Age: Any relaxation beyond 65 years of age may be considered for important
customers under exceptional cases recommended by the Branch
Managers. Applications of such customers should be sent to Credit Card
Division

For Non Customers:

In case of applicants, such as Senior Government Officials, Senior Executives


of Corporates (dealing with us) credit cards can be issued even if they are
not maintaining their individual banking relationship with us. These
applications will have to be recommended by Incumbent-in-Charge only
after fulfilling the KYC norms and performing the Document, Income &
Profile check.

Credit / Cash Category of credit Minimum Maximum Cash withdrawal limit


Withdrawal Limits in card Limit Limit
case of Credit Cards Platinum Card 50,000/- 10,00,000/- 40% of the card limit
for individuals
Gold Card 50,000/- 5,00,000/- 40% of the card limit
Classic Card 10,000/- 1,00,000/- 30% of the card limit
It is to be noted that the cash withdrawal limit is within the overall credit limit
assigned to the card holder. In case of valuable clients Incumbents may
recommend for specific limit as an exceptional case.

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Major features of Joining Fee: Rs.500/-
Platinum Credit Card Add on cards: Rs.500/- per add-on card (No renewal fee shall be charged).
(Credit Card Circular The charges for add on card may be waived by officer not below the
No. 06/2014 dated rank of Chief Manager on merit on case to case basis.
12.04.2014)
Annual Fee: Rs.500/- per card account [Annual fee shall be waived in case
usage is more than the credit limit in preceding year, there is at least
one retail transaction [i.e. other than fuel or cash withdrawal] in every
calendar quarter & account has never been irregular.]

Staff members: No joining or annual fee and Add-on card charges are to be
charged.
Finance Charges and other fees: As per Annexure 2.

Welcome Gift: As a promotional strategy, a welcome gift hamper shall be


offered along with the credit card after realization of the joining fee.

Discount Coupons: Other freebies, consisting of discount coupons shall also


be offered along-with the credit card, as per our arrangement from
time to time.

Features

(i) Free Credit Period: 20-50 days for retail purchases depending on
billing cycle & date of transaction.

(ii) Revolving Credit: Cardholder can plan the repayment by paying


minimum amount due as appearing in credit card statement. However,
finance charges will be levied from the date of purchase of the goods.

(iii) Add-on Credit Card: Facility of two add-on credit cards available.

(iv) Balance Transfer Facility: As per Annexure 3.

(v) EMI Facility: As per Annexure 4.

(vi) Refund of fuel Surcharge: Fuel surcharge for single purchase of fuel
for Rs.500 or more but less than Rs.4000 from any petrol pump in India
shall be refunded.

(vii) Reward Points: Two reward point (one reward point = Re.0.50) for
every spend of Rs.150 is given on individual cards. Reward points are not
available in case of spend for fuel expenses, for cash withdrawals, for
corporate cards and debits due to charges / fees on card.

viii) Redemption of reward points: Reward points can be redeemed


(provided a minimum of 500 points are redeemed) by request in writing, by
calling at 24*7 call centre at 1800 180 2345 (Toll free) from BSNL/MTNL
or at 0120-4616200 or by logging on at www.pnbcard.in or at
www.pnbindia.in where link to credit card has been provided.

(ix) Lost Card Liability: Upto Rs.50,000/-after reporting of the loss of card

(x) Concierge Services: These services shall be provided on the basis of

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our agreement with service provider.
(xi) Year End Summary in Statement of Account: In order to provide a
superior level of convenience, Bank to provide year-end account
summary statements totheir Visa Platinum cardholders. Displaying the
entire years credit activity, the statement has been categorized into
major groups using merchant category codes. The statement shall
provide a concise summary of their credit card activity for easier record
keeping, budgeting and tax planning [by card holder].
Scoring Model: Card credit limit shall be assessed by processing of every
application through the scoring model. However, the scoring model shall not
be applicable in case of staff members and applicant falling under exceptional
cases like senior government officials etc.
Joining Fee Rs. 500/- For add on cards Rs. 500/- for each add on card
No renewal fee
Annual Fee Rs. 500/-
No annual fee for add on cards
Finance Charges/ interest rate on revolving credit/ cash withdrawn/
amount overdue 2.45% per month
Annualized percentage rate (APR) on revolving credit 29.81% pa
(presently @ 19.56% above PNBs published base rate)
Late payment fee 30% of minimum amount due subject to Min. Rs. 500
per billing cycle.
Fuel Surcharge Min. Rs. 10/- or 2.5% on transaction < Rs. 500/- & >
4000/-
Free Interest Period 20-50 days. This is applicable only on retail
purchases and if the previous months balance has been cleared in full.
Interest free grace period is not applicable if the cardholder has withdrawn
cash from ATM.
Minimum amount to be paid by due date 5% of total amount due or such
other amount as may be determined by PNB at its sole discretion. EMI
amounts are added in full to minimum amount due.
Cash Advance Limit 40% of credit limit or Rs. 25000/- per day.
Processing fee on EMI Plan 2% of transaction amount.
Finance charges on EMI Plan 18% pa
Prepayment charges 3% of outstanding amount
Balance transfer facility is also available.
Consolidated year end expenditure summary

CONCIERGE SERVICES FOR PNB PLATINUM CREDIT CARDS


1. Lifestyle Assistance

a) Flower Gift & Chocolate Delivery


b) Dining referral/Reservation
c) Special Events & Performance/ sporting events to procur ticket/passes.
d) Pre-trip advisory & Trip Planning & bookings referral travel agents.
e) Business Services to arrange conference room
f) Sourcing of luxury items
g) Appointment with Fashion Designers
h) Co-ordination for Test Drive of cars
i) Home movers Assistance

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j) Courier/ Messenger Service assistance

2 Medical Assistance
a) Disease outbreak, vaccinations etc.
b) Medical Transportation/ evacuation/ Repatriation Assistance
c) Wellness Solutions: SPA, Salon, Health Club.
d) Alternate Therapies: Yoga, Naturopathy, Meditation, Aromatherapy.
3. Travel Assistance
a) Weather & exchange rate information
b) Coordination with embassies & consulates to provide addresses &
telephone nos.
c) Car rental Services

4. Domestic Roadside Assistance


a) Minor on the spot repair
b) Breakdown services & Towing
c) Flat tyre service
d) Battery Service/ Jumpstart
e) Emergency Fuel Delivery

These services shall be provided on the basis of our agreement with service
provider.

Major features of the No Annual Fee, No Renewal Fee, No Joining Fee


credit cards (Classic No Fuel Surcharge for single purchase of fuel between Rs. 400/- to Rs.
and Gold) 3000/-
Low Finance Charges (w.e.f. 01/02/2010 2.45% p.m. 29.81% p.a.)
2 free add on cards.
Free credit period of 20 to 50 days.
In case of classic card the billing cycle is 6th of previous month to 5th of
current month to be paid on 25th of the month.
In case of gold card the billing cycle is 9th of previous month to 8th of
current month to be paid on 28th of the month.
Rewards Points are available for individual cards @ 1 reward point
valuing Rs. 0.50 (Fifty Paisa) for every spend of Rs. 100 through card that
can be redeemed (provided minimum 500 points are redeemed) by
requesting in writing or by logging on to Banks website.
At the time of making payment of the credit card bills, the customer has
the option of paying any amount between Minimum Amount Due (MAD) or
Total Amount Due (TAD). MAD is 5% of TAD.

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Payment & Collection In order to facilitate easy and convenient mode of payment of credit card
Procedure for Credit dues, the cardholder may choose to make payment at any CBS branch,
Card Dues through any of the following modes:-
1. Cash Deposit at the Branches
2. Transfer Cheque Payment of Funds
3. Clearing Instruments like cheque, draft, cash order etc
4. Auto debit
5. PNB ATMs
6. Internet Banking
7. Bill Desk
8. NEFT : The credit cardholder must fill up the following fields, as given
here under, at the time of making the payment of credit card dues :

1. IFSC code of beneficiary branch: It is always PUNB0112000


2. Transaction code : It is 52 as specified by RBI
3. Beneficiary a/c. No.: It is 16 digits Credit Card Number.

9..ECS
10.Standing Instructions
11. Visa money Transfer Facility
Common 1. No column should be left blank. If applicant has nothing to report/inform,
discrepancies (s) he should write Not Applicable.
observed in Credit 2. Mothers name before her marriage at Col. No. 5 is every essential for
card application(CCD security reasons. It is generally left blank by the applicant. The same
Cir no 11/2014 dated be got invariably filled.
12.09.2014) 3. Column number 15 pertaining to name of organization /employer is
mostly left blank.
4. Details about bank account(s) of the applicant are not incorporated in
the application
5. Photograph of the applicant is not attested by the applicant/bank official.
6. Important aspects like age and qualification of the applicant are not
taken care of. As per rules credit card is issued to an applicant who is
th
in the age group of 21-65 years and is 10 standard passed.
7. Important documents viz. copy of Income proof, PAN Card and address
proof are not attached. If attached are not attested by branch.
8. Instead of sending ITR for latest assessment year, ITRs for the old
assessment years or salary slips (which should not be older than 3
months) for old period is sent with the application.
9. Copy of income proof, address proof and PAN Card are not attested by
authorized officials of the branch under full signatures with GBPA
number.
10. Annexure 26 in terms of CCD Circular number 3/2014 is either not
enclosed with the credit card application or is not signed by authorized
officials of the branch.
11. In case of non-customers, statement of account of the applicant for the
last 6 months is not submitted with Credit Card application.
12. As far as practicable, application should be filled in by bank staff and
while filling the concerned staff should interact with the applicant to be
capable of answering question on Annexure 26. It can be downloaded
with credit card application form from our site www.pnbcard.in

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Charging of fee on In case of our Platinum Credit Cards, a joining fee of Rs.500.00 is charged,
issuance of cards which is refunded back if usage for merchandise [except fuel & cash
(CREDIT CARDwithdrawal] is more than the card credit limit within first six months of issuance
DIVISION CIRCULAR of credit card. Besides, an annual charge of Rs.500.00 is levied which is
NO. 4/2015) waived in case a credit card account satisfies following conditions:
i. If the usage of card, in preceding year, is more than the credit limit of
the card.
ii. There is at least one retail transaction [i.e. other than fuel or cash
withdrawal] in every calendar quarter.
iii. Account has never been irregular in past.
As aforesaid and keeping in view the industry scenario and expenditure
involved, Banks Executive Committee in its meeting held on 16.06.15 has
approved to charge Joining & Annual fee as under:
Type of card Joining fee Annual fee Add-on card
Classic Card Nil Nil Nil
Gold Card 300.00 300.00 Free
Platinum Card 500.00 500.00 500.00
CCIL min.1000.00 min.1000.00 Not issued
CCCL min.2000.00 min.2000.00 Not issued
Special Schemes For PNB Global Credit Card For NRIs
PNB Global Credit PNB Credit Card By Marking Lien On Term Deposit Held With Bank
Card Credit Cards To Housing Loan Customers Of PNB
Credit Card To Visually Impaired Persons
Pre-Approved Credit Card Limits For Staff Members
PNB Global Credit It is INR denominated International Credit Card. The features of the scheme
Card for NRIs are as under:

Type of card Gold Credit Card


Eligibility All NRIs ( Existing and prospective customers)
a) That holds either an NRI/NRO/or FCNR Fixed
deposit account with PNB in their own name. The
balance should be equivalent to INR
100000(minimum)
b) Applicants should have an operative NRE or NRO
saving account with PNB.
Age Minimum 21 Maximum 65 years (can be relaxed in
exceptional circumstances)
Variants Both photo cards and non-photo cards will be issued on
demand. Two Ad d on cards for family members can
also be issued.
Credit Card 90% of amount of deposit. Lien will be marked on
limit deposits. Minimum limit will be 90000/- and maximum
will be 500000/-.
Repayment In compliance of RBI instructions all payments of credit
of Credit card dues will be made through inward remittances or
Card Dues out of balances held in NRE/ NRO or FCNR deposit
account. The total amount of dues as per monthly
statement will be debited to NRE or NRO -Saving Fund
account maintained with PNB.

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In cases when the balance in the SF account is not
sufficient to meet the amount of dues on Credit Card,
customer will be allowed a period of 60 days to settle
the amount of dues, failing which the amount of dues
will be recovered from the fixed deposit held with the
Bank and Credit Card will be blocked for further usage.

Others Auto debit instructions will be obtained and all


payments will be made through inward remittances or
out of balance held in NRE/NRO/FCNR account.
Photocopy of Valid Work Permit / Employment visa
(In case where visa has expired, duly acknowledged
petition made to Visa Authorities for renewal of visas) to
be submitted.

Credit card limit will be renewed automatically provided


account is regular and conditions are complied with.
Credit Card To Term Types Of Credit Card: Classic/Gold/ Platinum Credit Card.
Deposit Holders
(CCD Cir. No. 7/2014 Variants Of Credit Cards: Both variants i.e. photo and non-photo cards.
dated 17.04.2014)
Photo card will be issued on specific request of the customer. Platinum cards
shall be issued in photo card variant only.

Card Credit Features:


1. Credit card will be issued in the name of applicant whose name should
appear on the fixed deposit receipt either singly or jointly with a family
member.
2. Joint deposit with Minor is not eligible
3. Card Credit limit will be 90% of the amount of deposit with PNB.
4. Card Credit Limit will be set up in multiples of 1000/- on the lower side
of 90% of Term Deposit amount.
5. Branch will mark lien on the deposit held.
6. No Income proof is required to be submitted by the cardholder.
7. There is no upper Age limit for the credit card applicant.

Credit Card Limit:

Type of Credit Card Card Limit (Min.) Card limit (Max.)


Classic Rs. 10000/- Rs. 49000/-
Gold Rs. 50000/- Rs. 4,99,000/-
Platinum Rs. 5,00,000/- Rs. 10,00,000/-

Eligibility criteria:
1. Any Individual having a Term Deposit with PNB in his name either
singly or jointly with a family member, for a minimum amount of
Rs.12000/-.
2. The scheme is applicable to all term deposit schemes except the

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following:
PNB Tax saver fixed deposit scheme
Capital Gains scheme
Recurring Deposit scheme
Deposit held in name of Minor either singly or jointly.
3. Age: Minimum: 18 years. There is no ceiling on the upper age limit.

Add-On Cards: Two Add-on cards for family members (Spouse / Mother /
Father / Major Son / Daughter/ Brother/ Sister).
Documentation: Documents to be obtained from applicant along with credit
card application form PNB1151
a. Copy of PAN Card or Form 60/61 with ID proof.
b. Deposit receipt duly discharged by the applicant.
c. Undertakings
9. Procedure to be followed by the branch office: On submission of the
documents, branch to perform the following activities.
a. KYC Compliance: Branch is to ensure that the account is KYC
compliant.
b. For creating charge on Term deposit: Branch will obtain the following
documents
Letter of Undertaking
Auto Renewal Option for renewal of Fixed deposit

c. The term deposit receipt & documents, as given in para b above, shall
be retained and kept in safe custody at the respective Branch Office.
Branch will mark lien in the deposit account and will also register lien
on the deposit receipt.

Letter of confirmation of marking of lien on the term deposit account, duly


signed by an authorized official of the branch having PA number, along
with photocopy of Term Deposit Receipt will be attached to the credit
card application form to be sent to Card Processing Centre.

d. Premature Encashment of Term Deposit: In case cardholder desires


for premature closure of Term Deposits, the cardholder has to give at
least 10 days notice for the same and simultaneously surrender the
credit card at the branch office, duly cut diagonally in four pieces and
branch office will follow the procedure as under;-
On the same day, branch office will inform Credit Card Division through
e-mail at creditcardpnb@pnb.co.in giving details of card and advising
to get the credit card blocked. Alternatively, customer can also contact
the call-centre to get the card blocked. Call centre will block the card
after prescribed security check.

Request of the customer can also be sent through fax (Fax no.0120
2580537) to Credit Card Processing Centre and original request letter
be dispatched to Chief Manager, Credit Card Processing Centre, A-37,
Sector 60, NOIDA.

Credit Card Division will get the card blocked immediately, so that no

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further transactions are made through usage of credit card for card not
present scenario.

On expiry of notice period , debit balance outstanding in credit card


A/c will be confirmed from the HO; Credit Card division so as to adjust
the credit card dues out of proceeds of term deposits if the customer is
not making full payment of credit card dues otherwise.

e. On failure to pay monthly credit card dues: In case, a Credit Card


holder fails to make payment of monthly credit card dues till the expiry
of 60 days of payment due date, the outstanding against the credit
card account will be liquidated by making premature encashment of
Term Deposit and by appropriating the proceeds towards repayment
of credit card dues.

f. Forwarding of Application by the Branch: Credit Card application


along with following documents to be checked verified and
recommended by an authorized officer, not below the rank of the
Manager, at the branch and to be forwarded to CCPC-NOIDA:
Copy of PAN Card or Form 60/61 with ID proof
Copy of Deposit receipt duly discharged by the applicant with lien
noted thereon
Confirmation of marking of lien

g. Finance charges/ interest rate p.m. on revolving credit/ cash


withdrawn/ amount overdue: A concessional rate of interest @1.5%
p.m.(annualized @19.56%) shall be applicable for credit cards issued
under this scheme.

h. Joining/Annual/Renewal Fee: Nil.

i. Scoring Model: As the credit card would be fully secured against the
Term Deposit, the credit cards under this scheme will be exempted
from any risk scoring model.

Credit Cards Housing Eligibility:


Loan customers of
the Bank Existing and prospective housing loan customers who apply for the credit
card based on the Housing Loan facility sanctioned to them.
(CCD cir. No. 14/2010) For existing housing loan customers: HL Customer who are regular in
repayment of Housing Loan installments.

Documents to be obtained:

i. Credit Card Application form PNB1151


ii. Self attested copy of PAN card or form 60/61, as the case may be,
duly verified by an authorized officer of the branch.

iii. Proof of residence not required.

The Credit Cards to the Housing Loan customers will be offered in the

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variants of Classic and Gold Card and the Card Credit limit will be as
below:

Amount of Pre- approved Card limit Type of


Housing Loan card
Sanctioned
Rs. 2,00,000 to 10% of HL amount Classic
5,00,000
Rs. 5,00,001 to
10% of HL amount subject to maximum Gold
20,00,000 of Rs. 1.00 lac
Above Rs.
5% of HL amount subject to maximum of Gold
20,00,000 Rs. 3.00 lac.
OR
As per recommendation of the branch
based on the value of relationship with
the bank
Credit Cards to At all branches of all Urban Center
Individuals Drawing Credit cards with Pre-assigned credit limit linked to net salary: Rs. 6000/-
salary from account to Rs. 40000/-p.m. The Salary Range wise Limit would be as under:
maintained with PNB Net Salary Credited to Card Credit Limit
Account
(CCD cir. No. 7/2010 & Rs. 6000-8000 Rs. 12000/-
10/2010)
Above Rs. 8000-12000 Rs. 18000/-
Above Rs. 12000-15000 Rs. 25000/-
Above Rs. 15000-40000 Two months average of last three months net
salary. The card limit will be fixed at the lower
side of multiples of Rs. 5000/- i.e. in case the
income is Rs. 23000/- the card credit limit
will be sanctioned for Rs. 45000/-.
Simplification in documentation process: No separate proof of address
and income is required. Only copy of PAN card will be obtained from the
applicant
Applicant to submit copy of PAN Card or Form 60 along with ID proof.
Besides meeting other eligibility criteria, a visually impaired applicant, must
CREDIT CARD TO possess a voice-enabled mobile phone for the purpose of communication
VISUALLY IMPAIRED of transaction happening on the credit card.
PERSONS Only photo card will be issued
Card Credit Limit: Minimum: Rs.10,000/- , Maximum: Rs.25,000/-
Cash withdrawal limit at ATMs: 20% of Card Credit limit.
While recommending the applications of a visually impaired person, branch
office should clearly mention on the face of application in bold letters
APPLICATION OF VISUALLY IMPAIRED PERSON.
Along with the application form, Documents to be submitted :
1. Undertakings as per Annexure 11 & 12.
Annexure 11, printed in Braille, is to be obtained from visually impaired
person and has to be witnessed by an independent person. Besides
Annexure 11, a declaration as per Annexure 12 has to be given by the
official of the branch who has recommended the credit card application.

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2. Applicants Photo to be affixed on the Application
3. Copy of Residence Proof.
4. Self attested Copy of PAN Card; or, Form 60 / 61 (with Photo ID).
5. Copy of Income Proof i.e. copy of Form 16/ Income Tax Return or Salary
Certificate.

Pre-approved card limits for various income ranges under classic cards for
Public will be issued:
Rs. Over Rs. Over. Rs.
Income Range Over Rs.
100000 125000 150000
(In Rupees) 200000
to125000 to 150000 to 200000
Card credit
Limit 10000 15000 20000 25000
(In Rupees)

PIN mailer will be sent to the Card Holder through Registered post only.

Staff cases: In case of staff the card holder limit and Classic/Gold will be
issued as per scheme for issuing credit card to staff.
Pre-approved Credit Cadre/ Limit on the Card in Rs. Add-on cards
Card limits for Staff Designation
Members
Staff Staff (Retired
(CREDIT CARD
(in service) Pensioners)
DIVISION CIRCULAR
NO. 6/2015) Subordinate Staff 10000 NIL NIL
Clerical 50000 15000 Two
Officers JMG I 1,00,000 35,000 Two
MMG II & III 1,50,000 50,000 Two
SMG IV & V 3,50,000 1,00,000 Two
TEG VI 5,00,000 1,50,000 Two
TEG VII 5,00,000 1,50,000 Two
CMD / ED 7,00,000 2,50,000 Two
CMD /MD/CEO 7,00,000 2,50,000 Two
1. Cash withdrawal limit shall be @20% of respective credit limit.
2.To issue/ renew credit cards in Platinum category to all officers in scale III
and above.
3.Option may be given to staff/ ex-staff, if he/she so desires, to get the limit
fixed as a member of public on the basis of their salary/ pension and other
income.
Gold credit cards will be given to officers and classic credit cards will be
issued to the employees in clerical and sub-staff cadre.

Credit card to Ex-Staff members: The staff members who have been issued
PNB Global Credit Card will be permitted to continue such credit card with
same credit limit even after superannuation until expiry of the card issued to
them.

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Credit Cards to Pre-approved credit cards linked to net salary credited to account. This
Individuals Drawing scheme is not applicable to self-employed individuals.
salary from account
maintained with PNB Category of Cards: Classic Card

Eligibility-

S.No Particulars

1. Individuals whose salary is credited to account with PNB for previous


6 months with satisfactory track record. The account is must be KYC
Compliant with no audit objection.

2. Age: For Primary Card For add-on-Card

21-65 years 18-65 years

3. Income Criteria :- Salaried Individuals

Net Salary credited to Rs.6000 to Rs.40000 per month


account

4. The Applicant should either be resident /


employed within the city limit.
Address Status:

Credit cards with Pre-assigned credit limit linked to net salary: Rs. 6000/-
to Rs. 40000/-p.m. The Salary Range wise Limit would be as under:
Net Salary Credited to Card Credit Limit
Account

Rs. 6000-8000 Rs. 12000/-

Above Rs. 8000-12000 Rs. 18000/-

Above Rs. 12000-15000 Rs. 25000/-

Above Rs. 15000-40000 Two months average of last three


months net salary. The card limit will
be fixed at the lower side of multiples
of 5000/- i.e. in case the income is
Rs 23000/- the card credit limit will be
sanctioned for Rs. 45000/-.

Note: In case of individuals, where net salary credited to account is beyond


Rs.40000/- or in case customer intends to avail higher card limit, such
application will be processed as per scoring model for general category
scheme. Any such individual will attach proof of income along with PAN Card

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copy to the application besides statement of account from PNB.
Simplification in documentation process: No separate proof of address
and income is required. Only copy of PAN card or Form 60 along with ID proof
will be obtained from the applicant.

PNB Corporate Credit Definition: Corporate will include Public Ltd. Companies, Pvt. Limited
card companies, PSUs, , Registered societies/ Institutions/Trusts/ Association,
Partnership concerns etc. . Corporate will not include proprietary business

Benefits associated with corporate credit cards: A Corporate Credit Card


has the following distinctive benefits:

1. Corporate Identity: By giving the name of the corporate, below the name
of the individual cardholder, as fourth line embossing.

2. Consolidated and Individual monthly statement:

3.Tool to Manage business expenses:

4. Consolidation of Spends: Corporate gets access to detailed transaction


level information so as to consolidate organizational level spends

5. Improved Cash Float:. Corporate/Card holder are billed once every month
which helps in improving the cash flow of corporate

Corporate Credit Card This will be issued to the executives recommended by the corporate for
with Individual liability meeting expenses on behalf of the corporate. Card will have name of the
(CCIL) executive as well as name of the company engraved on it. There is no
joining or renewal fee. The executives in whose name card is issued will
be liable personally to the bank for repayment. But in case of failure, the
corporate will be responsible for recovery thereof. The Card limits are as
under:
1. The card will be issued to the executives recommended by the Corporate.
2. Card will have name of the executive as well as name of the company
engraved on it.
3. There is no joining or renewal fee.
4. The executives in whose name card is issued will be liable personally to
the bank for repayment.
5. Copy of the monthly statement is also sent to the Corporate, so as to
pursue the individual cardholder for timely payment of monthly dues.

6. The executives/employees can exercise the option of paying Minimum


amount due as advised in the monthly billing statement instead of Total
Amount due and can revolve the amount due on payment of finance
charges.
7. Reward points are also generated on the usage of the card as in case of
consumer Credit cards.
8. The facility of Add-on-Cards, Balance Transfer Facility, EMI facility for

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purchases made on Credit Card are not applicable to Corporate Credit
Cards.

The Limits are as under:

Min. limit Max. limit Cash limit


Classic Card 10000 100000 30% of Card limit
Gold Card 50000 500000 40% of Card limit

Eligibilty:

.The individuals in whose name card is issued, must be at least 10th pass
and between 21-65 years
The income criteria is as per that defined for individuals

Card Minimum annual income


Classic Rs.1,00,000
Gold Card Rs.2,00,000

Exceptional cases:

In exceptional cases Corporate may recommend for issuance of credit cards


to Corporate Executive/ Employee with specific card limit (upto Rs.10.00
Lac) or for relaxing eligibility criteria in respect of age (above 65 years) in
view of long standing of the employee with the corporate or position held
by the employee with the Corporate. The incumbent shall forward such
application along with a recommendation letter

Documentation

A. From Corporate: Corporate will authorize an officer (as is on Banks


record), to recommend the applications for Corporate Credit cards by putting
his signature along with stamp of the company at the space provided in the
application form at Declaration by the Company Signatory and forward the
applications

B. From Applicant: All applications must be accompanied by self attested


copies of the following documents: -

1. Proof of residence.

2. Proof of Income.
3. ID Proof.

Other features of the scheme are as under:


Add on facility, Balance Transfer facility and EMI facilities are not
applicable.
The individuals in whose name card is issues, must be at least 10th pass
and between 21-65 year.
The income criteria is as per that defined for individuals
KYC compliance must be conducted before issuance of card.

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The account of Corporate should have satisfactory conduct.
CCVD, HO can sanction Pre-approved Specific Card limit. Branch can
also recommend for relaxation in the age beyond 65 year

Corporate Credit Card Features:


with Corporate Single consolidated bill to the Corporate.
liability (CCCL) No MAD is available i.e. full payment on or before due date.
(CCD 3/2011 dt No reward points are available.
15.04.2011) Fees:
Joining Fees: Min Rs. 500 & Max Rs. 750 per card.
Renewal Fees: Same as agreed for joining.
Annual Fees: Min Rs. 750 & Max Rs. 1000 per card.
Eligibility:
Corporate should be dealing with us since last 2 preceding years
Profit generating organizations at least for the two previous years or
Should have minimum credit rating of B as given by an Internal (IRB
assessment) or corresponding rating by an External Authorized Credit
Rating Agency
Overall credit limit shall not exceed 15% of average operating expenses
of the previous three years, however where corporate is less than three
years old , average operating expenses for last two years as per financial
statements of the corporate may be considered.
Corporate will be given maximum limit of Rs. 50 Lac within which sub
limits will be given to its employees as per recommendation.
However, In the case of big corporate, exporters etc., who frequently
travel abroad higher limits can be considered on merits having a bearing
on the Working Capital Limit sanctioned to the Corporate by the bank
subject to maximum of Rs. 1.00 crore.

CORPORATE CREDIT CARD TYPE: PNB Global -Corporate (Gold)

Features:

1. Corporate Credit card limit will be sanctioned to the Corporate after


assessment of the Credit worthiness of the corporate.
2. The corporate will in turn request for sanction of corporate credit cards
to its Executives/Partners /employees etc. along with the limit required
on credit cards.
3. The Corporate is provided with a consolidated billing statement on
monthly basis including details of card wise spends. Besides monthly
Statement of dues will be sent to individual Cardholders as well
4. The payment of amount due is to be made directly to the Bank by the
Corporate, preferably in single payment, on or before payment due
date with no revolve allowed on the outstanding
5. In case, Corporate Credit Card with Corporate Liability becomes NPA
then all the credit limits of the corporate will be classified as NPA.
6. Reward points are not given on the Corporate Cards with Corporate
liability.
7. The corporate bears the liability for the entire outstanding amount on
the cards.

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8. Free credit period of 20-50 days on retail transactions is available.
9. Fuel surcharge refund is not available on the Corporate Credit card
with Corporate Liability.
10. The facility of Add-on-Cards, Balance Transfer Facility, and EMI facility
for purchases made on Credit Card is not applicable to Corporate
Credit Cards.

Eligibility Criteria:

a. Any existing customers of the bank under the category of Corporate are
eligible. Proprietorship firms are not included in this category. These credit
cards can be issued to the Directors, Executives, Partners Trustees, and
Employees etc of such Corporate.

b. Corporate should be
i. profit generating organizations at least for the two previous years
Or
ii. Should have minimum credit rating of B as given by an Internal (IRB
assessment) or corresponding rating by an External Authorized Credit
Rating Agency.

c. The persons named by the corporate, for issue of corporate credit card,
should qualify the following criteria:-

i. Literate i.e.: must be able to read, write and put his signature.
ii. Age: Minimum 21upto 65 years of Age. This can be relaxed on
request of the corporate and this should be duly recommended by
Incumbent In-charge of the branch

Joining & Renewal Fees And Annual Charges: In case of Corporate Credit
Cards with Corporate liability Joining and annual fees is payable by the
Corporate. The fees will be as per negotiation with the Corporate subject to
minimum and maximum criteria as set hereunder:-

Joining fees: First Year: NIL Annual fees (2nd Year onwards): Negotiable
(Minimum Rs.NIL & Maximum Rs.750/- per card)
Renewal Fees: Minimum NIL & Maximum Rs.1000/ per card Negotiable
Note: Renewal fees as given here above will be levied at the time of renewal
of limit. Whenever, Renewal fees are charged, annual fees will not be
charged. The renewal of Corporate Credit Card Limit will have to be done
prior to expiry of corporate credit cards of the corporate.

Corporate Credit Card Limit:

Overall credit limit shall not exceed 15% of average operating expenses
of the previous three years, however where corporate is less than three
years old , average operating expenses for last two years as per financial
statements of the corporate may be considered.
Corporate will be given maximum limit of Rs. 50 Lacs within which sub

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limits will be given to its employees as per recommendation.
However, In the case of big corporate, exporters etc., who frequently
travel abroad higher limits can be considered on merits having a bearing
on the Working Capital Limit sanctioned to the Corporate by the bank
subject to maximum of Rs 1.00 crore.

Per Card Credit Card Limit: The Credit Card limit (per employee/executive)
for the individual card holder within the overall Corporate Credit Card limit
is as under:-

Rs. 50000 to 0-40% of Credit Card limit, as


Gold
Rs.10,00,000/- agreed with the corporate

However, on specific recommendations of the corporate, Corporate Credit


Card (gold) with lower limit up to Rs.25000/- can be issued.

Documents To Be Submitted For Assessment Of Total Corporate Credit


Card Limit : Corporate will submit following papers/documents for Credit
Appraisal of the Corporate along with following documents, duly attested by
authorized officer of the Corporate:-

1) Audited Balance Sheet and Profit and Loss statement for last three years.
2) Copy of Corporate PAN Card/duly attested by the Corporate and verified
by Branch Official.
3) Copy of Partnership Deed/ Trust Deed/ Bye-Laws of society/Bye-Laws of
association/ Memorandum and Article of Association in case of Companies
as applicable
4) Resolution: Resolution from Managing Committee of Trust/ Society/
Association/ and Board Resolution in case of Companies/ An unconditional
letter of Authority signed by all Partners in the case of Partnership firms to
the following effect:-

a). Authorizing the corporate to apply and avail Corporate Credit Card
Limit specifying the Corporate Credit card Limit and

b). authorizing PNB to debit account of the Corporate maintained with


PNB, in case of default in payment of monthly dues, by the Corporate
credit card holders under this scheme.

Post Sanction Process:

1 Documents to be obtained from the Corporate

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a. Undertaking from the Corporate- On the letter head of the Corporate
b. Application from executives/employees of the Corporate: The
Application for Corporate Credit Card with Corporate Liability, in the name
of Directors/Partners/ Employees etc to be made on the Printed Application
form prescribed by the bank. The application will be signed at the space
provided, by both the Corporate and the individual in whose name the card
is to be issued, along with the following:-

i. Recommendation by the Corporate in the prescribed format


ii. Photograph of Applicant, which is to be affixed on the space provided
in printed Application form.

Credit Card to Credit Card to employees of Corporates/institutions, maintaining


employees of Deposits/Advances account with PNB, but their employees are not
Corporates/ maintaining their accounts with PNB, may be issued by making an
institutions exception to the general guidelines for issue of credit card to those
maintaining satisfactory account with PNB for last six months.
maintaining Deposits/
Advances Account Credit cards to these individuals will be issued as per scheme for
with us credit cards for general category.

The corporate, under this category, must be a reputed Private or


Public Limited company.

The employees of proprietorship & partnership companies are not


covered under this scheme.

Only regular executives/ employees of corporate/institution/Govt. and


semi Govt. bodies/PSUs are eligible.

Documents to be submitted by the Corporate/Institution:

i. Corporates/ institutions will issue a letter certifying the Permanent


address and Mailing address of their employees

ii. The applications, complete in all respect along with the requisite
documents i.e. address proof as above, PAN Card copy and copy of
income proof, received from their permanent/regular executives/
employees will be forwarded to Branch Office where the Corporate/
institution is maintaining its account.

iii. (iii) The forwarding schedule is to be signed by an authorized signatory


who is also an authorized signatory for Corporate/ institution account
being maintained with PNB.

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Credit cards to the a. The stipulation whereby a credit card applicant should have banking
Employees of PNB relationship with PNB with a satisfactory track record of minimum 6
Metlife India months has been waived. This exemption shall be applicable only for the
employees of Met Life India.
b. Employees must have completed service of 1 year and above with M/s.
PNB PNB Metlife India.
c. In case of other employees of the company, who are employed with the
company for less than 1 year, such applicants will produce their statement
of account of their existing bank account with other bank for last one year
so as to confirm satisfactory conduct of their account with that other bank.

Credit card to Our bank has sponsored following RRBs:


employees of a. Madhya Bihar Gramin Bank, Patna.
Regional Rural Banks b. Sarv Haryana Gramin Bank, Rohtak.
sponsored by PNB c. Himachal Pradesh Gramin Bank, Mandi.
(CCD Cir No. 5/2014 d. Punjab Gramin Bank, Kapurthala.
dated 13.03.2014) e. Sarv U.P. Gramin Bank, Meerut.
In order to expand banks credit card base and enhance the banks business,
it has been decided that officer employees of above RRBs may be offered
banks credit cards with distinctive features as given here-under:
3.1 The credit card limit for RRB employees shall be fixed as given here-
under:

Cadre/Designation Limit on the Cash Limit in Add on


card in Rs. Rs. Cards
Officer-JMG 1 50000 10000 Two
MMG II and III 75000 15000 Two
SMG IV and V 150000 30000 Two
3.2 The stipulation whereby a credit card applicant should have banking
relationship with PNB with a satisfactory track record of minimum 6
months has been waived for the officers of RRBs. However, it shall
be desirable that the RRB staff member applying for credit card
should have an account with PNB.
3.3 The officer employees should be permanent & should have been
confirmed in service of the concerned RRB.
3.4 The officer concerned shall apply on PNBs prescribed application form
for Public (PNB 1151). Forms are available with branches or the
same can be downloaded from our website www.pnbcard.in. Please
note that xerox of application forms would not serve the purpose as
each application form carries a distinct printed serial number.
3.5 KYC compliance shall be ensured by RRB officials.
3.6 The applicant shall submit an irrevocable letter authorizing his/her
employer (RRB) to recover amount in arrear in case of credit card
account becoming delinquent and to recover, entire due amount in
credit card account, from dues payable to him/her in case he/she
does not remain in service of RRB.
3.7 In case the officer concerned does not remain in service of RRB, entire
due amount in credit card account shall be recovered from payable
dues and shall be remitted to PNB for credit of credit card account.
3.8 All applications shall be routed through HO of the concerned RRB with

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their recommendations for issuance of credit card.
3.9 Completed applications, along-with attested copies of required
documents, shall be submitted by RRB to PNB branch where they
are maintaining account for verification and processing.
3.10 The applications shall be accompanied by a certificate as per
annexure
3.11 Branch official shall attest the signature of the RRB officials
submitting the certificate and shall follow the existing procedure to
forward the application to Credit Card Processing Centre at NOIDA.
3.12 All other terms and conditions as applicable for issuance of Credit
card to individuals will be applicable.
Menu Options in CBS
CCPAY For collection of credit card payments through Cash /
(
Transfer / Clearing.
ITD/CBS/ 22 /2014
dated 03.06.2014) CCAPPL For addition/modification/deletion/cancellation/verification
of applications.
APPLRPT To generate the report of verified records.
APPLURPT - To generate the report of unverified records.
APPLSCHD To generate the application forwarding schedule.
CCTRAN To generate Cash/Clearing/Transfer transaction details
during the day.
Charging of fee on In case of our Platinum Credit Cards, a joining fee of Rs.500.00 is charged,
issuance of cards which is refunded back if usage for merchandise [except fuel & cash
(CREDIT CARD withdrawal] is more than the card credit limit within first six months of issuance
DIVISION CIRCULAR of credit card. Besides, an annual charge of Rs.500.00 is levied which is
NO. 4/2015) waived in case a credit card account satisfies following conditions:
i. If the usage of card, in preceding year, is more than the credit limit of
the card.
ii. There is at least one retail transaction [i.e. other than fuel or cash
withdrawal] in every calendar quarter.
iii. Account has never been irregular in past.
As aforesaid and keeping in view the industry scenario and expenditure
involved, Banks Executive Committee in its meeting held on 16.06.2015 has
approved to charge Joining & Annual fee as under:
(Amount in Rs.)
Type of card Joining fee Annual fee Add-on card
Classic Card Nil Nil Nil
Gold Card 300.00 300.00 Free
Platinum Card 500.00 500.00 500.00
Corporate card min.1000.00 min.1000.00 Not issued
with individual
liability.
Corporate card min.2000.00 min.2000.00 Not issued
with corporate
liability.
Credit cards issued to staff/ex-staff shall continue to remain free of the above
charges.
Except for Corporate Credit Cards, joining fee may be refunded back if usage

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of credit card for merchandise (except for fuel charges & cash withdrawal) is
more than the card credit limit within first six months of issuance of respective
credit card.
Annual charges shall be waived in case a credit card account satisfies
following conditions:
i. If the usage of card, in preceding year, for retail transactions [i.e. other
than fuel charges or cash withdrawal] is more than the credit limit of the card.
ii. There is at least one retail transaction in every calendar quarter.
iii. Account has never been irregular in past.
Bank has introduce a real time MIS System of Credit Card: Genius. Following are the
salient feature of Genius System
a) To View cardholders profile
b) Generation of Campaign Reports i.e.
i) Zone wise ii) HO wise iii) CO wise iv) BO wise v) Individual
The access to the Credit Card MIS System - PNB Genius is made available to the Branch
Offices /Circle Offices/Zonal Offices/Head Office for viewing status of existing cardholder or
prospective cardholder and generating various MIS reports during the Cardotsav : Credit Card
Campaign from 1 st of December 2016 to 16 th of January 2017 circulated vide CCD Circular
No.09/2016, 10/2016 and 11/2016 dated 07.11.2016, 07.11.2016 and 28.11.2016 respectively.
The Credit Card Application- Genius is available under CCVD folder of Non-CBS Applications
of Main CBS Home Screen. The default Login ID and Passwords accessible at Branch Office/
Circle Office/Zonal Office/Head Office level have been created which would be informed
separately to concerned Marketing Head through E-mail.
All concerned are advised to take full advantage of Credit Card Application Genius for
achieving the targets allotted under Cardotsav - Credit Card Campaign 2016-17.
Any queries/complaints/suggestions can be shared on our customer care email id
creditcardpnb@pnb.co.in with the subject CREDIT CARD MIS SYSTEM GENIUS.
(CREDIT CARD CIRCULAR NO.13 /2016)

Policy for Sr, Guidelines


Income No.
Recognition, 1 As per RBI circular no. BP.BC.30/21.04.048/2015-16, a credit card
Asset account is treated as non-performing asset if the minimum amount
Classification & due, as mentioned in the statement, is not paid fully within 90 days
Provisioning from the Payment due date as mentioned in the statement.
and 2 As per RD Circular No. 27/2015, the appropriation of recoveries in
Compromise/ NPA accounts (irrespective of the mode/status/stage of recovery
Settlement in actions) shall be regulated in the following order of priority: i.
Respect of Expenditure/out of Pocket expenses, incurred for recovery (earlier
Credit Cards recorded in Memorandum Dues); ii. Principal irregularities i.e. NPA
outstanding in the account gets updated / adjusted, whichever is
earlier; iii. Thereafter towards the interest irregularities/accrued
interest.

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PNBS WAVE N PAY PLATINUM CREDIT CARDS
In the present scenario of digitalization, contactless cards have evolve themselves as one of the
fastest payment methods based on radio-frequency identification (RFID) or near field
communication (NFC) technology, which enables users to make payments by just waving or
tapping the card near the contactless readers instead of swiping or dipping it. This also requires
no PIN/signature, hence very convenient to use.

To leverage the advantage of RFID technology and to remain ahead from our Peers, our bank
has launched first of its kind Wave n Pay Global Platinum Credit Cards with the august hands
of our MD & CEO on 21.01.2017. This is one of the first variants in the series of PNBs
contactless Credit Cards. Banks is soon going to release contactless credit cards in other
variants also.

Wave n Pay credit card will be having following additional features apart from regular features
of a Platinum credit card:-

Purchase transactions made through the contactless card is almost twice as fast as
conventional credit card purchases because no signature or PIN verification is required.
A special chip is embedded in the card with Contactless logo in the card.
Cardholder has just to wave the card near the machine for a bill value not exceeding
Rs.2000/- at a time without putting any PIN/signature.
For bill value more than Rs.2000/-, contactless card required to be swiped or dipped
through the machine or PIN is required as usual in terms of RBI guidelines.
Contactless transactions maximum limit per day Rs.6000/- for any number of
transactions.
Charge slip will be optional for transactions upto or below Rs.2000/- . For transactions
above Rs.2000/- charge slip will be issued as per RBI guidelines.
The contactless card is having the same security level as available in our all the existing
variants of PNB Global credit card.
The contactless credit card can be used as regular cards at all Visa enabled merchant
terminals, even those which are not enabled for contactless transactions.

Other guidelines with regards to issuance of Platinum credit cards, Schedule of fees and
charges and other Features as per CCD circular no. 06/2016 will continue to be in vogue.

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WORLD TRAVEL CARDS

Eligibility

Indian Nationals desirous of visiting abroad (except Nepal and Bhutan) for any purpose
as permitted by RBI (against payment of rupee or to the debit their EEFC/RFC account).
Foreign Nationals while on visit to India (against FOREX brought in India & or in INR
balance supported by encashment certificate).
NRIs against surrender of FOREX / to the debit of their NRE / FCNR account.

Currency of Issue
WTCs are available in three currencies i.e. USD, GBP & EUR.
The Cards will be printed with expiry date in mm/ yy format and the expiry will be 5 years
from the month of printing.

Documents required
Application form
Copy of valid passport
Copy of VISA
latest photograph of the customer and
Form A- 2 if currency sold exceeds USD25000 or equivalent

The Cards will be issued by all the branches authorized to deal in foreign Exchange and
branches specially authorized to issue World Travel Card.

The cards will be delivered to the customers in pre-activated stage along with ATM PIN, a
welcome letter giving details of charges and printed pamphlet containing the detailed terms &
conditions in an attractive kit. As the Cards will be linked to zero balance accounts till these are
issued to customers, there will be no risk in keeping the inventory in pre-activated stage.

Cash withdrawal limit per transaction on ATM will be as per the limit set up by the concerned
ATM provider of the country of visit with a maximum of USD 1000/Euro 800/GBP 500 per day.
No maximum ceiling for use of the card at merchant establishments has been prescribed.

Demand for fresh stock of cards, authorized branches may place their requirement through
SPSD only. In case of any problem/delay regarding supply of cards, branch may communicate
to Digital Banking Division (DBD) HO, through e-mail ID tbddc3@pnb.co.in /
tbddc6@pnb.co.in /debitcard@pnb.co.in.

Fresh stock of cards (inventory) and PIN (earlier PIN was the part of the kit), cards are
required to be activated through the nodal branch of WTC i.e. International Service Branch
(D.No.-4553). The request may be forwarded to BO ISB to their e-mail ID
isb_vostro@pnb.co.in.

In case of a complaint for decline/ non- working of WTC at POS or ATM, branch may take
up the issue with ITD by lodging a complaint through SPSD and to fix the problem and resolve
the issue, a mail be sent to atmswitch@pnb.co.in.

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Upon receiving a complaint regarding refund of amount/ wrong deduction in account/
release of preauthorized holding amount, branches are advised to forward the complaint with
complete details of claim to settlement deptt of Digital Banking Division (DBD) on its mail ID
settlement.isg@pnb.co.in.

The request for DUPLICATE PIN may be forwarded to HO DBD through SPSD or by dropping a
mail on debitcard@pnb.co.in. The PIN will be sent to the branch where request has been
made and will be subsequently delivered to the customer.

Facilities available on ATMs: (PNB ATMs in India)

Balance enquiry.
Statement of Account.
PIN change

ATMs of Other Banks: (outside India, Nepal and Bhutan)

Balance enquiry and Cash withdrawals


Statement of Account

There will be no minimum amount for Card to be issued. However the maximum amount will be
linked with the purpose of visit as permitted by RBI.

At present the following limits have been stipulated by RBI:

Purpose Visit
Private visit to any country except Nepal & USD 10000 per calendar year
Bhutan
Business Travel USD 25000 per trip
Immigration to meet incidental expenses USD 100000 or the amount prescribed by
country of immigration
Employment abroad USD 100000 or equivalent
Medical Treatment USD 100000 or equivalent
Studies Abroad USD 100000 per academic year or estimate
from the institution abroad whichever is
higher
For attending conference USD 25000 or equivalent

While issuing/ reloading of WTC, branches should take proper care towards selection of
purpose code prescribed by RBI, for release of Forex to Resident Indians visiting abroad
Branches should strictly adhere to the limits for release of Forex, prescribed by RBI.
Amount of Forex should be determined by the purpose of visit for Resident Indians going
abroad as stipulated under FEMA regulations.
As per Income tax guidelines, copy of PAN card should be obtained in case of foreign
exchange transactions exceeding Rs.25000
Branches should ensure that expected date of journey should not be beyond 60 days
from the date of loading.
The signature on the application form must tally with that of passport.

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Card can be recharged/ reloaded from any of AD Branch irrespective of the branch of
issue. Similarly it can be surrendered at any AD branch not necessarily at the issuing
branch.
Card may be issued against cash also for an amount below INR 50000/-. For non
customer applicants desirous of having Card for an amount equivalent of INR 50000/- or
above, the card will be issued at a fee of Rs100 plus service tax receivable in cash and
receipt of cheque made payable in favor of Punjab National Bank. However, the
balance in the card will be loaded only on realization of the cheque. In such cases, the
customer will request for issue of card for USD/GBP/EUR, as the case may be,
equivalent to a given amount in INR and the actual FOREX value may turn out to be in
fractions. In case of returning of cheque due to reasons on the part of the customer, no
returning charges will be levied and the card will be cancelled and the linked account
closed under intimation to the customer.
Structural reloading of WTCs by cash i.e. loading through different transactions on same
day or on different dates for the same date of journey is not permitted.
Branches should strictly adhere to the laid down guidelines for KYC norms in respect of
walk-in customers applying for loading/reloading of WTC.
Declaration details for the use of foreign exchange as per entitlement must be
completely furnished by the customer in the application form.
On return, facility of part/ full surrender of the card is also allowed. The customer can
keep balance in card account, subject to ceiling prescribed by RBI for resident Indians to
keep foreign exchange, to be used in subsequent visits.
Insurance cover is available from Oriental Insurance Company against loss &
subsequent misuse of the card. Maximum coverage is equivalent to USD 5000 per card.
Insurance cover is available for a period of 24 hours of loss/ theft if the information of
loss/ theft is given to the Banks customer care centre, at 1800 180 2222 (toll free)
(accessible from MTNL and BSNL fixed lines in India only) or at 0091-120-2490000 from
world-wide or to the card issuing branch.
Structural reloading of WTCs by cash i.e. loading through different transactions on
same day or on different dates for the same date of journey is not permitted.
Cards are to be issued at exchange rate for interbank plus 5 paise margin and TT buying
rate will be applicable at the time of refund/ surrender. The rates are picked up by the
system automatically.

VALIDITY OF THE CARD


World Travel Card is valid for a period of 5 years from the month of printing.(mm/yy) and is non
transferable.

PROHIBITION ON OBTAINING MULTIPLE CARDS


No individuals can apply for or obtain multiple Cards in single currency. In the event the
Cardholder has obtained the Card at previous occasions, at any given point in time, the last of
such Card as issued to the Cardholder shall be valid and active, unless cancelled or terminated
by Bank.

CURRENCY CONVERSION PROCESS (CROSS BORDER TRANSACTION) AND RATES


The transaction on the card may be in the currency of the country in which it is transacted.
However, the debits to the card holders account will be in the currency of the card. In the event
that Travel Funds are obtained in a currency other that the currency in respect of which the
Card was issued, the Travel Funds will be converted to such new currency at the currency
conversion rates. This would include the situation of the Cardholder obtaining Travel Funds from
an ATM in a currency other than the currency in which the Card was issued. The Currency

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conversion rate would be the amount that will be deducted from the Travel Funds for conversion
from currency of the Card to the new currency as per MASTER CARD International policy and
procedures in force at the time that such a Transaction is processed.

SCHEDULE OF CHARGES FOR WORLD TRAVEL CARD


SL. NO. PARTICULARS CHARGES (exclusive of
service tax)
1 ISSUANCE CHARGES 100/- + Applicable Taxes
2 DUPLICATE PIN 100/- + Applicable Taxes
3 REPLACEMENT OF CARD 100/- + Applicable Taxes in
India
USD 22.26 for delivery
abroad
4 ATM WITHDRWAL FEES USD/EUR/GBP 1.50 +
Applicable Taxes
5 ATM BALANCE ENQUIRY USD/EUR/GBP 0.50 +
Applicable Taxes
6 REFUND/SURRENDER OF CARD 100/- + Applicable Taxes

7 CONVERSION CHARGES 2% OF TRANSACTION


CHARGE + Applicable
Taxes ABOVE CHARGES
OF MASTER CARD
For Staff members, no service charge is applicable for Issue/ Recharge/surrender/
Replacement of card and issuance of Duplicate PIN

INSURANCE CLAIM

Insurance cover is available against loss & subsequent misuse of the card. Maximum coverage
is equivalent to USD 5,000 per card (Presently Rs. 3,30,000). Insurance cover is available for a
period of 24 hours before and 24 hours after the loss/ theft if the Information of loss/ theft is
given to the Banks customer care centre, at 1800 180 2222 (toll free) (accessible from MTNL
and BSNL fixed lines in India only) or at 0091-120-2490000 from world-wide or to the card
issuing branch.
Documents required for settlement of insurance claim are:
(1) Claim form
(2) Copy of application form submitted to branch for purchase of card
(3) Copy of FIR (depending upon the circumstances of loss & possibility of lodgment of
FIR)
(4) An affidavit from the card holder regarding non-involvement in the disputed
transactions.
(5) Proof of hot listing

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XPRESS MONEY TRANSFER & CMS

MONEY TRANSFER SERVICE SCHEME (MTSS)

(IBD Cir. No. 06/2016 dated 07.03.2016)

The Non-Resident Indians staying abroad remit foreign exchange to their relatives in India
using different money transfer modes. One such mode is remittances under RBIs Money
Transfer Service Scheme (MTSS) through various overseas Money Transfer Organizations
(MTOs). These MTOs operate in India under specific approval of RBI through Indian agents
who in turn appoint sub-agents. MTSS is one of the quick and easy way of transferring
personal remittances from abroad to beneficiaries in India.

2. Money Transfer Service Scheme RBI guidelines

RBI has formulated guidelines on MTSS as under:


2.1 Only personal remittances such as remittances towards family maintenance and
remittances favoring foreign tourists visiting India are permissible.

2.2 Donations /contributions t o charitable institutions/trusts, trade/business related


remittances, remittance towards purchase of property, investments or for credit to
NRE Accounts are not permitted.

2.3 Under MTSS remitters and the beneficiaries are individuals only.

2.4 A cap of USD 2500 has been placed on individual remittance (single transaction)
under the scheme.
a. Amounts up to Rs.50, 000/- may be paid in cash to a beneficiary in India. Any
amount exceeding this limit shall be credited directly to the beneficiary's bank
account or paid by means of demand draft/ payment order etc.
b. However, in exceptional circumstances i.e. where the beneficiary is a foreign
tourist, higher amounts may be disbursed in cash on production of valid visa and
passport. Full details of such transactions should be kept on record for scrutiny by
the auditors/inspectors.
2.5 Since March 2014 RBI has allowed credit of inward remittances received by the Bank
acting as Indian Agent under MTSS to directly credit beneficiarys account which are
KYC compliant through electronic mode such as NEFT, IMPS etc.

2.6 Maximum of 30 remittances can be received by a single individual beneficiary under


the scheme during a calendar year.

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Other Guidelines:

1) The KYC documents along with the Request Form must be properly preserved for at
least five years from the date of transaction.

2) Cash payment above Rs 50000/- is not allowed in a single day to one


beneficiary, even for multiple transactions, each below Rs. 50000/- except as
per para 2.3(b)

3) The transaction amount may be remitted to beneficiarys account by way of NEFT


after verifying the same from Passbook or Statement of account of the beneficiary.

Nodal Branch and Help Desk for remittance transaction

International Service Branch, Sol ID 455300


K-16, Connaught Circus,
New Delhi 110001
Contact Nos. : 011-43592846, 43583504, 43592847, 9811571926
Email id : isb_mtss@pnb.co.in; bo4553@pnb.co.in
Fax Nos. : 011-43592845, 23416089, 23416091, 23416092

REMITTANCE ARRANGEMENTS where we are acting as sub - agents

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Broad guidelines for handling MTSS in branches:

Menu option to handle these transactions in CBS is MTSS.

The arrangement specific To Receive Money form shall be provided by the branch
to the beneficiary.

The branch must strictly Identify the beneficiary on the basis of address / identity
Proof & remittance Tracker Id number before making the payment.
On receipt of the Request Form, duly filled in by the beneficiary along with
identification /address documents, branch official would enter the request through
MTSS menu of Finacle system under option R (Request), with appropriate
Service Provider Code (mentioned in the table) and other relevant details viz track
ID No, amount of remittance, beneficiary / senders details (informed by the
beneficiary on Request Form), Identity document type & number, date of birth,
relationship with remitter etc.

The particulars entered shall be verified by another official of the branch under
option V (verification) of MTSS menu, the transaction is automatically forwarded to
the Nodal Branch.

Nodal Branch matches the particulars entered by the branch in finacle with the
particulars available in the website/server of the concerned MTO.

If the particulars entered by the branch match with the particulars available in the
website of the concerned MTO, the nodal branch blocks the transactions in the
website of the respective MTOs and authorize the transaction in the CBS.

If the particulars do not match, transaction shall be declined by the nodal branch.

Branches can view the status of each transaction by using I (inquiry) option in
MTSS menu by giving the track id number in the prescribed field.

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On authorization from the Nodal Branch, the status of the request is changed as
Authorized. Actual amount remitted is reflected in the field Remitted Amount and
Remarks field shows code number, if any, generated by Service Providers
system.

After ensuring that the transaction is authorized by the nodal office and status is
shown as Authorized in MTSS, the branch will make payment of the
REMITTED AMOUNT to the beneficiary, to the debit of appropriate Suspense
Head as mentioned in the table at Sr. No. 3 and thereafter, mark the transaction as
paid using P option in MTSS menu.

In case of declined / rejected transactions, Remarks field shows reasons for decline
of transactions.
In case the request is not processed by the Nodal Branch within a reasonable time
(say 10-15 minutes), the branch may contact MTSS help desk.

Based on the information of total payments of previous day, the Nodal branch shall
afford credit on next working day to the respective paying branches by crediting
Sundry Non-Customer Account <SOLID>3171160 of the branches giving related
details, to the debit of current account of the Service Provider.

The paying branches, on receipt of credit from Nodal Branch, will reverse
their Suspense entries.

The concerned Branches as also Nodal Office will invariably ensure that no
Suspense Entry should remain outstanding beyond one day against MTSS
payments.

Funding & Settlement of transactions

8.1 Indian Agent shall maintain account with Nodal Branch with a minimum balance
equivalent to three days payments on moving average basis. Nodal Branch shall keep
watch on funds position on day to day basis.

8.2 Based on the information of total payments for the day, the Nodal branch shall afford
credit at the end of the day / next working day to the paying branches by crediting their
sundry non-customer Account <SOLID>3171160 giving related details to the debit of
current account of the Service Provider.

8.3 The paying branches, on receipt of credit from Nodal Branch, will reverse their Suspense
entries. In case of non-receipt of reimbursement of any payment, the branch shall
immediately report to the Nodal Branch for necessary action. The concerned branches
as also Nodal Branch will invariably ensure that no suspense entry should remain
outstanding beyond one day against MTSS payments.

8.4 Commission payable to the Bank will be recovered from the Service Provider by the
Nodal Branch on monthly basis and reimbursed to the paying branches by crediting
respective branch Income Commission on MTSS head (<solid>2051304).

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Cash Management Services (CMS)
Transaction Banking Division Circular No 46/ 2012

CMS portal can be accessed in Non CBS Applications >DBD > CMS

CMS is a value-added service provided to corporate customers of the Bank for collection and
payment solutions with customized & enriched MIS.

CMS is relevant for corporate customers having dealership/branch network spread across
country from where they have to receive regular collections by way of Cash/Local & Outstation
Cheques/Debit Mandates. CMS facilitates the customer in managing the funds so collected by
the branches at respective dealer locations, in an efficient & effective manner.

The set up for CMS operation is given below:

A. Local Cheque Collection under CMS

1. For centers where RCC/ Back office is established all the branches should accept
the CMS instruments (Transfer and Clearing) and give proper receipt to the customers.
These instruments tendered by the customers through CMS deposit slip will be simply
sent to the RCC/ Back office in a separate envelope specifically marked CMS for
identification along with regular cheques.

2. In RCC/ Back offices, a separate CMS cell to be created by identifying dedicated staff
(depending upon the volume of CMS business of that center).

3. On receipt of cheques (clearing and transfer), the CMS cell of the respective RCC/
back offices will make the entries in CMS software and follow the requisite procedure of
downloading the data file so created for uploading the same from CMS to Finacle. The
instruments will then be lodged in local clearing in CMS Collection account (<Sol-
ID>CM0000000s) specifically opened for CMS operations. The details for opening of
CMS Collection account are as under:

Cust-ID: AFC007148
Name of account: CMS Collection Account
Account Number: xxxx00CM0000000S (a/c number will not be system-
generated and is to be entered by branch)
Mode of operation: Self

B. Up Country Cheque Collection

1. UCC business is generally required by corporates who normally collect upfront


payment/ advance payments from their client across the country and wish to deposit the
same centrally at one/ few places where their corporate office/ zonal offices are located.
The customers will deposit the instruments at their nodal branch which will send the
same to respective centres through RCC/Back Office.

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2. The originating branch will open a separate CMS UCC Collection account for
instruments (<Sol-ID>UCC0000CMS) under Cust-ID-AFC007148 as mentioned above.
The originating branch will send these instruments to destination/collection branches at
respective centres clearance.

3. The destination branch will lodge the instruments under local clearing in Originating
branchs CMS UCC Collection account. The destination branch may download the
clearing data file from CMS by way of Forwarding Schedule Number.

4. The originating branch will regularly monitor its CMS UCC Collection account for any
credit entries and will ensure that realization/return status of instruments lodged therein
has been marked in CMS system.

C. PDC Management under CMS

1. The major business under this category will be on account of the business generated
by Corresponding Banking Arrangement signed with other banks desirous getting their
PDC collected through our network. The centers allocated for handling UCC Business
are also authorized to handle PDC business.

D. Payment Module of CMS

1. Payment Module of CMS has been designed with an aim to provide a customized
solution to cater to various needs and requirements of the corporate clients. Looking
beyond the traditional banking, Payment Module of CMS meets the corporates
wholesale payment requirements such as statutory payments, payments to the
vendors/suppliers, banking requirements, inter branch transfers, disbursal of incentives,
bulk printing of Cheques/Demand Drafts on a Centralized Payment System.

2. The facility has been designed specifically for the large corporate clients who may
give bulk business to the bank and also for other banks that may enter into
Corresponding Banking Arrangement with our Bank.

3. On the line of UCC/PDC the selected centers allocated for UCC/PDC business are
authorized for Payment solutions.

E. Activities at Centralized HUB

The following major functions will be performed at the Centralized HUB.

1. Routine Functions: Creation of Master Data for Corporate Customers, Users of


BO/CO/HO and General Masters. BOD/EOD operations, pooling of funds, generation of
MIS reports and its transmission, realization/return status file download and upload with
Finacle, Execution of Customers request and record rectifications etc.

2. Help Desk Operations: To resolve branch/circle queries and follow up with


branches/circles for rectifications of errors committed. Supporting COs in training for
rolling out new branches. Resolving the customer queries.

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3. System /Software Maintenance: Maintenance of the Hardware/Software installed and
performing DBA/system Administrative functions.

4. Reconciliation Cell: Reconciliation of Debit/credit entries between CMS and CBS.

5. Handling of Modules of CMS: Follow up for timely realization of outstation cheques,


maintenance of trail of all instruments, controlling inventory of PDCs, ensuring
presentations of PDCs in clearing on due date at respective locations, Operation and
Maintenance of UCC/PDC/Payment Module of CMS. Handling customer-wise paper
based payments and e-payments and managing the liquidity module as per the
requirement of corporate clients.

6. Administrative Activities: Feedback/Note to Senior Authorities, communication with


Circle Office/Branches/Communication with customers, management of courier agencies.

7. Marketing of CMS products: Focusing on the Market Research, Product Upgradation/


Rate/Tariff Restructuring and positioning of the CMS product as a whole in the corporate
sector and finally approval of the CMS proposals.

F. Flow of New Proposals

Branches will send the proposals to their Circle offices along with the required
information & Cost Benefit Analysis.

Before final sanction by the competent authority, brief proposal on a prescribed


format will be sent to CMS Hub through e mail to obtain technical clearance on the
proposal. CMS HUB will communicate observations/ clearance through e-mail latest
by next working day.

In case of LCC/UCC Module (other than cash transactions, PDC & Payment
Module), Circle Heads will approve the proposal if the difference from card rate is
within Circle Heads power & send directly to the Incharge of CMS HUB.

In all other cases, Circle Head will send these proposals to Transaction Banking
Division: HO, New Delhi.

On receipt of sanction, CMS HUB will do the requisite customization in system &
issue instructions to the branches.
G. Service Charges

The service charges for different modules of CMS are given below
For LCC Module:
(Charges in paisa/per Rs. 1000)

Annual Turnover in Rs. Crores


TYPE OF CENTRE >250 100-250 <100

Metro 06 15 25

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Urban 20 30 50
Semi Urban 50 70 90
Rural 70 90 120
These will be based on actual realization period basis. Minimum charges per instrument Rs. 2/-

For UCC Module:


(Charges in paisa/per Rs. 1000)

Annual Turnover in Rs. Crores


TYPE OF CENTRE >250 100-250 <100

Metro 30 35 40
Urban 40 45 60
Semi Urban 60 80 100
Rural 90 120 150

Above charges are for credit on the actual realization basis. Minimum charges per instrument
Rs. 15/-.

For PDC Module: In addition to UCC/LCC charges as applicable, Rs.10/- per instrument per
quarter is to be recovered. Instruments can be received with maximum period of one year.

Payment Module : Charges and other terms & conditions for payment module will be decided
based on type of services required and quantum of business, process involved and MIS
required at HO Level only.

Other Guidelines: Instrument pick up charges will be based on case to case basis / as per
charges of courier service.

Charges if paid prior to above proposed days of credit: If party desires immediate credit
or prior to the dates as proposed above, the interest @BR + 6.5% will be added or if they are
availing credit facility (working capital) with our Bank, then @ Rate of Intt. Being charged on
the account plus 1.00% for the days for which the credit has been given in advance.

Returning Charges: Returning Charges will continue to be Rs.120/- per instrument in case of
LCC and in case of UCC Rs.50/- + interest for the period bank remain out of fund @ as
proposed above.

Delegation of Power for Relaxation of Service Charges

Descri Incumbent VLB & Circle Circle Circle CGM / ED /


ption in Charges CM Head Head Head GM CMD
of Branches other (AGM) (DGM) (GM) Corporat
office e Mktg.
s
Scale I, II, Scale Scale - V Scale Scale - Scale - VII

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III - IV VI VII
CMS Nil Nil 50%of 100% of 100% 100% Full
normal normal maximu maximum Power
Charges. Charges m up to up to
Maximum maximu 150000/- 500000/-
upto m up to
Rs.50000/ 100000/-
-
e-CMS System of effectively handling inward NEFT/RTGS Transactions for corporate
Customers/ Business Entities with large volume inward TXNs
(Digital Banking Division Circular No 17/2016)

For the purpose of Accounting & Reconciliation of Bank Transactions, the customers take
details from the Bank in the shape of statements of accounts, e-statements, IBS services and
so. Large Business houses with huge inward remittance transactions/collection find it difficult to
re-concile their transactions since the above statements offer limited details and many a times
marking of transactions to their particular customers becomes difficult. To take care of above
situations, bank has already provided & is offering a value added product to such customers,
which is e-CMS a system of inward NEFT/ RTGS with complete MIS through virtual accounts.
This is the facility to provide detailed MIS to our corporate customers on collection/payment in/
from their accounts through Inward NEFT/ RTGS.

3. Features of E-CMS facility:


3.1 Capturing details of Inward NEFT/ RTGS transactions in accounts of Corporate Customers
such as
i) Value Date
ii) Remitters Name
iii) Remitters No. (Code allotted to them by our Corporate Client)
iv) Sender Banks IFSC
v) Sender Banks Name
vi) UTR No.
vii) Virtual Account No.
viii) Amount
ix) Sender to receiver information
3.2 Availability of MIS at day-end as well as at certain set frequencies in day-time as per
Customers requirement.
3.3 Instant Alerts are automatically generated for each transaction and e-mailed to the customer
on their registered e-mail addresses in .pdf format.
3.4 MIS is e-mailed to customers in .csv/ .xls format automatically at day-end. Option is also
available to receive MIS on certain pre-set frequencies in day time as well, if desired by the
customer.
3.5 Option of validation available in system for checking Remitters No.and accepting payment,
if the no. is as per list already provided by the customer, otherwise rejecting the same.

4 Process flow:
4.1 Customer is allotted 8 Digit customer code (Alphanumeric) and the collection account is
mapped to this 8 Digit customer code.
4.2 Other details like IFS Code, Beneficiary Name remains the same.
4.3 Remitter uses the 8 Digit customer code suffixed with additional information like
Dealer/Remitter code, tender code or any other details as the beneficiarys Virtual account
number. E.g. ABCD Ltd is allotted Virtual Code as ABCDLMTD. If their Remitter No. is123456,

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the Virtual Account becomes- ABCDLMTD123456. The length of this Virtual Account can go up
to 27 characters.
4.4 The additional information can be mapped in our system and two additional fields can be
mapped to the additional information supplied by the remitter. Like dealer code can be mapped
to the Dealer Name and Place or type of Dealer or any other information.
4.5 Automated e-mail alert can be generated for each transactions received in the account with
password protected file and information of remittance.
4.6 System generated day end report for NEFT and RTGS automatically sent separately to the
customer on specific e-mail IDs.
4.7 Day end report is customizable as per the customers requirement.

5.0 Benefits:
It is a value-added product designed to meet the MIS requirement of Corporate Customers on
inward RTGS/ NEFT transactions in their accounts. With the help of this MIS, the customers can
schedule delivery of their products/ services and manage the funds received at their end in a
better way. It also helps them in reconciliation of transactions received in their account.

6.0 Target Group:


Customers who receive on an average 50 NEFT/ RTGS receipts or more in their account on a
daily basis from different centers and business locations covering large area can be offered this
product. We may target corporate firms having multi location dealer network, Educational
Institutions, PSUs, Trust, Financial Companies etc.

7. Service Charges:
7.1 Rs.5/- per transaction.
7.2 Recommendations for concessions, if any, should be sent along with cost benefit analysis,
on the basis of the average float to be maintained by the client, annual turnover of collection and
number of transactions to be handled and detail other business relationships of the customer.
7.3 The commission so earned will be credited to the Income Head-Incom-Commissions on
RTGS [2031602] and Income Head- Incom-Commission on NEFT [2031603] by the nodal
branch.

8.0 Submission of Proposal:

The proposals for E-CMS facility will be sent through concerned Circle Office, duly sanctioned
by Circle Head/ Field General Manager, to Digital Banking Division, Head Office: 5, Sansad
Marg, New Delhi-01, for customizing the facility in system. The Performa for proposal is given at
Annexure-II.

For any query regarding E-CMS facility, branches may contact CMS HUB at 011-28757335/
28757342/ 28757343; Fax-011-28754908 email: cms2@pnb.co.in / cmshub@pnb.co.in.

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E-KYC
(FID CIRCULAR NO. 37/2016)
E-KYC has been accepted as Officially Valid Document under PML rules - eKYC Service of
UIDAI and RBI permitted for making necessary amendments in the policy guidelines on
KYC/AML/CFT/Obligation of Banks under PMLA 2002.

A branch level link is available on CBS home page itself and at BC locations it can be accessed
through internet via web link https://auapnb.co.in:8443/PNBWEB.

The Account Opening Form (AOF) has been customized in e-KYC solution. At the time of e-
KYC, customers Aadhaar Number is entered, followed by authorization with his/her Biometric
from UIDAI. The uneditable data along with photo from UIDAI gets populated in the AOF. BCA,
in case of account being opened at BC location and branch official, in case of account being
opened in the branch, will fill up the remaining fields of AOF as per customers mandate and
save the details. The AOF print out thereof will be taken and the signature of the customer will
be obtained. A reference number shall be generated by the system which shall be given to the
customer. The account opening forms, in respect of the accounts opened during the day at BC
will be submitted to the respective branch in the evening or latest by the next working day in the
morning.

The accounts opened during the day with full details (AOF) will be pushed to CBS through
scheduler after the centralized day end. Next day the data stored for account opening, in
respect of the reference generated at branch as well as at BC location attached to the branch,
will be accessed, by the bank official of the respective branch using the report Dayrpt->1/21a
and same will be uploaded in CBS using the menu option ekyc. Account will be opened in
CBS.

For the accounts that are opened from BC locations, base branch is to ensure that Aadhaar
Number is seeded to the account opened so as to enable the customers to have Aadhaar
Enabled Payment System (AEPS) enabled operative accounts. No further verification/document
is required for opening of account and seeding of Aadhaar Number as the complete record of
customer Biometric authentication is done through eKYC. Further for such accounts, the
specimen signature will be obtained by the bank official during his visit to the BC location on the
prefixed day during the week. The account opening form will be attested by the bank official as
per extant guidelines

All field functionaries are therefore requested to ensure opening bank accounts through e-KYC
facility, wherever customer Aadhaar is available and the biometrics need not be captured.
However, the AOF Printout after completing the remaining fields of the AOF as per customers
mandate be got signed/ thumb impressed, as per stipulated bank guidelines for banks record.

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Funds Collection Module

Transaction Banking Division Circular No. 54/ 2013


Funds Collection Module is the functionality customized in Finacle to offer facility of
fee/funds collection to corporates/educational institutes at all PNB branches.

Salient Features

Through this module, funds may be collected on behalf of educational institutes and
corporate, across all PNB branches by any conventional mode, viz., Cash, Transfer,
Clearing.
The product may be customized to provide MIS reports as per requirement of respective
customers. It is also convenient for branch users to capture MIS details in appropriate
fields, hence ensuring correctness of data and avoiding reconciliation hassles.
Client database may also be maintained in Finacle. Accordingly, on entry of a Unique
Reference No., all related payment/ remitter details are populated in the remaining fields.
The branch user has to just validate the details from the Deposit Challan.

Process Flow

The remitter may deposit funds at any PNB branch using a customized deposit Challan.
The customer willing to avail FCM facility may devise its deposit challan in coordination
with the Circle/Branch marketing team and make the same available to its
remitters/dealers etc.
The branch will capture details of payment received, in the system using FCMBR menu
option instead of TM / OCTM. The transactions so created will have to be verified using
FCMBR menu option only.
If Upload feature of FCM has been desired by the client for auto-populating all the details
on the basis of a Unique Ref. No, the client will provide the upload file to nodal branch. A
tool has been developed for creation of upload file by customer/circle office/branch.

MIS Reports :The detailed MIS reports, giving payment details captured through FCMBR menu
option, are available at menu option CMS -26,31,39,41 - A/B/C/D& 42-A/B/C. These MIS are in
pipe-separated plain text format, which can be easily converted to excel sheet. Therequisite MIS
report is to be generated by the nodal branch and sent to the concerned client on daily basis or
as desired by the client.

Service Charges

Rs.2/- per thousand (Minimum of Rs.30/- per transaction).


Circle Head and Field General Managers may waive the above charges upto 75% and
100% respectively, on the basis of the average float to be maintained by the client,
annual turnover of collection and number of transactions to be handled. The rationale of
charges should be based on the detailed cost benefit analysis.
The commission so earned will be credited to the Income Head-Commissions-CBS
Intersol Charges [2033102] of the collecting branch by the system

The proposals for Funds Collection Module will be sent through concerned circle office, duly

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sanctioned by Circle Head/ Field General Manager, to Transaction Banking Division, HO: 5,
Sansad Marg, New Delhi-01, for creation of master data in system. The following information
must be incorporated in the proposal.

1. Details of fields/Information desired for MIS reports.

2. Details of Collection Account of the client in which funds are to be collected. Kindly note
that a separate account will have to be opened for FCM and ISO charges will have to be
waived in this a/c.

3. Amount of commission/charges proposed.

4. Name & contact details of Relationship Manager from Nodal Branch/Circle Office.

5. Detailed Cost Benefit Analysis.

For any query regarding FCMBR, you may contact CMS HUB at 011-28757344/
28757336/ 28757341; FAX-28754908 email: cms1@pnb.co.in /
cmshub@pnb.co.in.

User Guidelines

The module consists of three menu options viz. Institute Code Maintenance (ICM), Collection
Code Maintenance (FCM) and Collection of Funds/Fees (FCMBR) at branches. In addition to
these menu options, another menu PNBTM has also been developed to restrict branches
from initiating any credits in the institutes account through TM.

S Menu option Functionality Users of the


No menu
1. ICM Institute Code Master for adding institution code HO:TBD,
Maintenance Admin user
2. FCM Collection Code Master for adding collection code HO:TBD,
Maintenance Admin user
To disable manual credits through TM
3. PNBTM For blocking in HO:ITD, Data
Manual TM credits in customers collection account Center users
Account through HO: TBD
4. FCMBR For entry at To create transactions Branch users
Branch level
FCMUPL Client
Database To upload institute fee database in CO User,
5. Maintenance Finacle HO:TBD
To generate MIS for funds collected Branch
CMS MIS during a period/day. Users,
Generation Sub-options ---26, 31, 41, 42 CO Users

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1. ICM - This menu option will create Institution Code of maximum 5 alpha- numeric
characters with institution name. Sub-options allowed A- Add, I- Inquiry, M- Modify & D-Delete.
2. FCM This menu option will create Collection Code of maximum 5 alpha-numeric
characters which will be customized as per the be defined at this level. A provision for
defining up to a total of 20 fields (fee structure) has been made. Sub options allowed are A-
Add, I- Inquiry, M- Modify & D- Delete.

1. Account Number Institutes Valid 16 digit account


pooling account where funds/fees Saving or Current type account
will be credited Active account
2. Bank Commission Commission per transaction that will be charged from
the institute. It may be any numeric amount including
zero.

3. Start date/End date The collection code will be active in between these
dates only.

4. Type
1) S- (Alpha-numeric Based on type defined, the field will accept the details.
Characters) Type N has to be given to fields where Fee Amount is
2) N- Numeric type to be captured and S to be given to all other fields.

5. Upload Flag (Y/N) If institute fees/student database is to be maintained in


Finacle (through FCMUPL), then this field would be
kept Y.

6. Charge Flag (Y/N) If commission to be charged is not flat and is to be


charged on per thousand basis, then this field would
be kept Y.

7. Multiplier Amount When Charge Flag is kept Y, then Rate of Bank


Commission (per thousand) would be defined in this
field.

8. Min Amount & Max Amount When Charge Flag is kept Y, then Minimum &
Maximum charges per transaction would be defined in
these fields.

3. PNBTM- This menu option will be used to disable the institutes pooling account for credit
through manual TM and allowing credits through FCMBR only. The menu is accessible to
Data Centre only. Function A to be used for addition of account number then through
function D (Disable), manual TM shall be restricted. Account mentioned in previous menu
option.

4. FCMBR- This menu option is for the use of branch users to collect fee/funds from the
customers. On entering Institution ID, system will display the fields customized for that
particular customer. The branch user has to capture the details in respective fields as
provided in the Deposit Challan by the depositor. Sub-options allowed are A- Add, I-
Inquiry, M- Modify & D- Delete.

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1. Institution ID & As provided by depositor on Deposit Challan
Collection Code
2. Bank Commission, Default populated (As per master created using FCM menu)
Start Date, End
Date
3. Values for fields Branch user will fill value in relevant fields from Deposit Challan for
all applicable fields. Numeric value for numeric defined values , i.e.,
Amount(s) & Alpha-numeric characters for string defined values, i.e.,
other payment details.
4. Mode of payment C- Cash
T- Transfer
L- Clearing

The funds/fees may be collected through any mode; Cash, Transfer and Clearing. The
system will display the total amount, including Bank Commission, to be received from
the depositor in Total Amt field.
In case of deposit in Cash, user has to enter C in the field Mode (C/T/L). After entering
the requisite details, TM acceptance menu will appear. On pressing F4, Tran-ID will be
generated. Verify the transaction using FCMBR only.
In case of transfer transactions, enter T in the field Mode (C/T/L) followed by F4.
Enter the desired details in fields Debit A/c Number, Inst ID/ type and Instrument
Date. If the user is depositing a cheque, enter CHQ in the field instrument type and
press F4. Enter cheque number, cheque date and amount (total amount as per the
challan) in respective fields and press F4 after each entry.
In case of transaction on the basis of debit voucher, enter VC in Inst ID/ type and
press F4. After completing the details, TM acceptance menu will appear. On pressing
F4, Tran-ID will be generated. Verify the transaction using FCMBR only.
Verification: FCMBR entries have to be invariably verified through FCMBR option only
[function code V]. Do not modify any details in TM while verifying the transaction.
Deletion: If any modification is to be done then first delete the transaction through TM;
i.e. all the part_trans; and then delete the entry through FCMBR option [function code
D]
In case of Local Clearing Cheques, enter L in the field Mode (C/T/L) followed by F4.
Enter the desired information in respective fields, on next screen, as under.
Chq/DD Number is the instrument number as specified on the MICR band.
Tran Code is nature of account as given in cheque as Savings / Current / CC as 10/11/12
and 29/30/31 etc.
Sort Code is the 9-digit MICR Code of the instrument as specified on the MICR band.
Zone Code is outward clearing zone opened by the branch for outward clearing cheques.
The Zone Code may also be selected using help (F2) and pressing Shift+F4.
Zone Date is the date for which outward clearing Zone Code has been opened for outward
clearing cheques.
The returned instruments are to be entered in Inward Clearing Zone opened by the Branch
for this purpose.

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5. FCMUPL- Some institutes/ customers desire that their payment/remitter details may be
maintained in our system so that when branch user enters a Unique Reference Number, all
relevant details are populated by system. Branch user then has to just verify the details from the
Deposit Challan. This helps in maintaining accuracy of data as well as reducing data entry
efforts for branch user. The payment/ remitter data can be uploaded in Finacle by Circle Office
(ZC) user/ TBD user through menu option FCMUPL. The format of upload file would be flat-text
with pipe-separated fields as under.

INSTITUTEID|COLLECTION
CODE|FIELD1|FIELD2|FIELD3|FIELD4|FIELD5|FIELD6|FIELD7|FIELD8|
FIELD9|FIELD10|FIELD11|FIELD12|FIELD13|FIELD14|FIELD15|FIELD16|FIELD17|FIELD18|FI
ELD19| FIELD20|DATE OF FILE

Otherwise, the file may be generated using the File Generation Tool [Annexure-IV].

The process flow would be as under:

During creation of Collection Code for the customer through FCM, upload flag
(UPL_FLG) field has to be kept Y.
For preparing the customer data upload file, File Generation Tool (in excel) may be used
[Annexure-IV]. Use sub-option F in FCMUPL to generate File Header for file generation
tool. Paste this header on first line of the tool.
Fill the payment data in fields having Names/titles and remaining fields with title NA
have to be kept blank. The first field would be the Primary Key to extract and populate
the data during entry in FCMBR. So, values in this field should be Unique. The maximum
length of individual field is 17 characters only and no special characters are allowed.
On completion of data entry, generate the upload file. Kindly note that the file name
should be in Capital letters. For uploading this file in Finacle, use sub-option G in
FCMUPL.
Status file of records uploaded successfully in Finacle will be available in PR option.
Download the success file using PTW and compare with upload file to ensure that all
records have been processed and uploaded successfully.

When branch initiates payment in FCMBR and enters Unique Reference Number (in first field),
the system will populate the remaining values. If this value is not present in database, system
will give an error message.

For various forms user IDs & Circulars, you can access the portal through Non CBS
Applications DBD- CMS or https://10.192.15.123/cmsweb/

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Business Continuity Plan
BCP (Business Continuity Plan) for CBS Branches: With a view to provide uninterrupted
customer service in the event of intra-day loss of connectivity, the Bank has implemented BCP
Automation Project in all the branches. A separate BCP Server has been installed by the bank
at Data Centre as well as at all Circle Offices and branches also. The crucial BCP data (viz.
Balance, Stop Payment and Signature Files) of CA/CC/OD/SF Accounts is made available to
the BCP PCs of the branches at predefined time intervals during the day automatically. Now the
branches can view the latest balance Report, Stop Payments details as well as signatures at the
branch level. Using this BCP Server data the branches can perform limited functions at branch if
the connectivity is not there. However these limited services can be provided by any branch to
the account holders of that SOL only.

Salient Features of BCP Software:

In offline mode, the BCP PC acts as server and other PCs can be connected as clients
to it.

A user can log in to the software in the offline mode to carry out the transactions during
absence of connectivity at branch and upload the latest BCP Data to the database for
carrying out the Cash and Transfer transactions.

While doing transactions, the user can view the signatures and total debits in a day in a
particular account.

Stopped Cheques are not permitted to be paid.

The software prompts for an undertaking if payments in an account during the day
exceed the prescribed limit of Rs.15000/- as per the extant BCP guidelines. If the Total
debit amount exceeds 15000/- limit in the selected A/c, the user can do the debit
transaction but only after taking undertaking for the same.

Balance, Stop Payment and Signature (One Time as well as Incremental) in respect of
CA/CC/OD/SF Accounts are transferred to the Branch BCP PC as per following time
schedule:
o Balance Files 8.00 a.m. 1.00 p.m. 6.00 p.m.
o Stop Payment Files 9.00 p.m. (on previous day)
o Incremental Signature (0nce during the day)

As the BCP data pertaining to specific branch is transmitted to the BCP PC at branch
level, No Inter- Sol transaction is allowed through BCP Tool.

Circle Offices may monitor the status of Cash Txns. done by branches through BCP Tool
by generating the following report: MIS Server -> PNBRPT -> 9/119

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For any query, Please contact BCP Helpdesk: bcphelpdeskho@pnb.co.in or at 011-
23765158

The Transactions in the BCP Automation can be started after the Master Upload and Enabling
the transactions for the General Users. The person responsible for the master upload will
ensure that no other user has logged-in. All the latest files will be uploaded and then the
transactions will commence on his enabling the transactions.

Transactions Menu:- The BCP Automation Tool can be used to do the following type of
transactions:

Cash Transactions :
Deposit
Withdrawal
Transfer Transactions
Transactions Verification/Modification

1) Cash Deposit Transaction- Accept cash from the customers and enter the receipt
vouchers in BCP system in offline mode. There is maker checker concept & one user will
enter these vouchers and officer will authorize them. The system generates the offline
transaction number which is to be noted on the face of the vouchers.

2) Cash Withdrawal Transaction:

A. For payments amounting up to Rs. 15000/- : Depending upon the Last Balance in the
customer a/c, on request of the customer branch may allow payment up to a maximum
of Rs. 15000/- only, without obtaining any letter of undertaking from the customer.

B. For payments exceeding Rs. 15000/- : Branch to obtain letter of undertaking from the
customer on the prescribed proforma before making payment. Any amount can be paid
subject to availability of balance in customers account as per BCP server. The payment in
above case shall be made on case to case basis depending upon the merits of the case.
Before making any payment, the authorized official/CTO shall physically verify signatures
from the BCP server / the specimen signature slip available at the branch.

The CTO will make payment within their existing vested financial powers after verifying the
signatures and shall manually record the payments in his long book. The CTO will also enter the
cash payments on BCP server in offline mode when the connectivity is not available. The BCP
server generates an offline transaction number which must be recorded on the face of the
payment instrument. This shall be verified by the officer in offline mode. The cashier shall make
payments exceeding CTO limit and record all payments in his long book. In case of disruption of
services at branch, it shall not make any Inter SOL payments. In case above payment results in
overdraft in the customer account, the branch Manager shall report the matter to CO and take
steps for getting the account balance to normal.

TRANSFER TRANSACTIONS- Transfer transactions on the accounts of the concerned SOL


can also be entered & verified in offline mode by the CTO & officer respectively. BCP tool also
provides an option to generate the data file as per finacle format. These files are directly
generated upon running the option to generate file in C:\upload directory on the same PC where

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BCP is installed. Upon restoration of connectivity these files can be directly uploaded in CBS
using Menu option TTUM for transfer entries and CTUM for cash transactions. This will
generate one transfer entry and one cash transaction. The branch is required to post and verify
these two transactions and proceed for the day end process.

eports Menu under BCP tools provide the options for generating reports of cash transactions,
transfer transactions and both for all the transactions between two dates. The user can view the
following reports:

1. All transactions

2. Only Verified transactions,

3. Unverified Transactions,

4. TTUM Transactions, and

5. Deleted transactions.

Please note that once the transactions have been entered & verified in BCP the same will
not be required to be entered in CBS again.

For further details on Operational Guidelines of BCP, refer e-Circulars website.

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PUNJAB NATIONAL BANK
Information Security Policy

Bank has a Board approved Information Security Policy in line with the
internationally accepted security standard ISO 27001.
During formulation due care has been taken to adhere to the RBI Guidelines
circulated through the Gopalakrishna Committee Report of Information
Security.
This IS Policy is applicable to all Information and IT assets of our bank that are
electronically stored , processed, documented, transmitted, printed and / or
faxed.
It also applies to all employees, external parties (third party users, contract
staff, outsourced service providers, suppliers, vendors and Consultants) and
customers

Ownership of Policy

The ownership and responsibility for IS Policy lies with the Board of Directors of PNB.
Responsibility of Divisions & CISO

Information Technology Division is responsible for implementation and


maintenance of information security Policy.
Inspection & Audit Division - is responsible for monitoring compliance of IS policy
and procedures.
Chief Information Security Officer (CISO) who worked under Integrated Risk
Management Division (IRMD) is responsible for articulating the IS Policy,
coordinating the security related issues and to monitor and review information
security policy.

I T Governance

CTO ( Chief Technology Officer) Reports through ED and CMD to Board


heads the Information
Technology Structure

The information security function is headed by GM-IRMD.


CISO GM-IRMD.

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CISO will be an officer not below the rank of Asstt. Gen. Manager.
GM-IRMD in conformance to the IS Policy approves the procedures and business
functions supported by IT.

1. Information Security Organization

This Policy applies to


All users of IT Assets i.e. Bank employees
Third Party - Contract Staff
Out Sourced Service Providers
Vendors
Business Partners
Contractors/Subcontractors
Personnel
Functional units regardless of geographic location

2. Third Party

Third Party include Vendors, Contractor, Sub contractors and Customers etc.

Third Party policy applies to all third party personnel working in the Banks
premises & from remote locations.

Third Party should be granted access to IT assets & classified information on


need to know basis subject to risk assessment.

Access to third party should be restricted to the minimum services and functions
(both Physical and Logical access).

Only approved hardware and software platforms and technologies should be


provided to third party for accessing Bank IT assets.

The approval will be provided by GM-IT on the recommendation of the business


process owner.

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3. IT Assets Management

Objective of IT assets Management section is to ensure clear identification &


classification of IT assets & to provide traceability & appropriate protection to the IT
assets.

The assets are classified as under:

Information Assets: This includes Databases and data files (residing on various
servers, PCs, Laptops, storage etc.) including emails.
Paper Assets: This includes files and documents in paper form (legal documents,
contracts, user manuals and other files) including print outs and fax messages.
Software Assets: This includes application, system software, software tools
etc. residing in the system or in storage media.
Physical Assets: This includes servers, laptops, PCs, network devices,
printers, removable media, storage etc.
Services: This includes general support utilities like power, air conditioning,
UPS, generators, software & hardware support ( customization and maintenance)
etc.
People Assets: This includes people manning various operations of the above
assets.

The Assets should be classified using the CIA attributes i.e.


Confidentiality
Integrity
Availability

Each asset have an owner who will be responsible for the asset.
The IT assets should be properly labeled and classified
The assets should be protected physically as well as logically with the most critical
assets being given maximum protection

4. Human Resource

Objective of Human Resource Security is to address the risks of human error, lack of
competence, theft, fraud or misuse of facilities and assist all personnel in creating a
secure IT environment.

Steps for ensuring Human Security:-

The IT assets and functions should be handled by authorized bank staff. It should be
ensured that the employees are trained appropriately.
The security roles and responsibilities to be included in the job description.

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All employees to sign confidentiality & non-disclosure agreements.
The segregation of duties to be defined so that no employee performs conflicting duties,
wherever segregation of duties is not possible; there should be management control and
oversight on the activities of the concerned employees.
The IT assets and functions should be handled by authorized bank
Staff/official.
The employees are trained appropriately.
Roles and Responsibilities to be clearly identified and indicated.
All employees to sign confidentiality & non-disclosure agreements.
Duty sheet to be clearly defined that there are no employees perform conflicting duties.
It also specifies controls in case segregation of duty is not possible.
Wherever segregation of duties is not possible; there should be management control and
oversight on the activities of the concerned employees.

5. Physical and Environment Security

Objective of Physical and Environment Security procedure is to ensure that all IT assets are
secured from unauthorized access, damage, disruption, denial of access or interference and as
such appropriate physical security measures are to be in place to ensure the security and
integrity of information processing facilities and the related IT assets located within.

Physical areas may be classified in terms of usage and sensitivity as under:

Server Area: This will constitute the Data Centre, DR Site, NOC, Server Rooms,
Communication Room etc.

Support Services Area: This will constitute the support function areas like UPS Room,
Battery Banks, Fire Fighting Equipments and Generator Room, Circle Office Network
Centres etc.

Work Area: This will include the working space for the employees / external parties engaged
in running the Information Processing Facilities.
Storage Area: This will include the store room for spares, record room, file storage etc
General Banking Area: This will include customer lounges, ATMs, Kiosks etc.

The levels of security will be defined as per the following:

Restricted (Maximum Security): The Server Area being the most critical be subject to
optimum security. It may include all or some of the following:
Restricted Access.
24*7 Security guards and CCTV coverage.
Access controlled by magnetic access card/Biometric devices.
Fire alarm/suppression systems.

Controlled Security: The work area and support services facilities will be subject to security
at a level slightly lower than maximum security but in a controlled environment.

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Normal Security: Areas like storage areas will be under normal security having one layer of
security.

The access to information processing facilities should be restricted to authorized personnel


and permitted visitors only.

The sensitive and critical information processing facilities should be controlled and access
granted to authorize personnel only as per the need-to-do basis.

Controls like access cards and / or biometric access controls may be used.

External Parties should be allowed access only after obtaining approval from the competent
authority.

For sensitive areas like Data Centre etc., Visitor escort procedure should be followed.

In server area the external parties may not be allowed to enter with Laptops / portable
devices.

Exception should be permitted by the head of the facility on need-to-do basis.

The Environmental Security is maintained so as to secure from Natural / Manmade causes such
as fire, water, pests, etc.

The information processing facilities should be secured from risks like:


Water seepage and floods
Fire hazards
Rodents
Electrical malfunction
Inflammable material

Electrical installations should be at a proper distance from server area.

Fire detection and suppression; Power Conditioning, Air Conditioning, Humidity controls and
other Environmental controls as deemed necessary be installed.

All portable assets and removable media devices should be secured overnight under
Lock & Key

Periodic Security inspections must be done at all sites and locations.

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Monitoring and Logging
The sensitive sites should be monitored by installing CCTVs & the CCTV footage should
be monitored for any security breach.

The logs of various access control devices like access cards, biometric access etc.
should be reviewed and analyzed.

6. Communication and Operations Management

Objective of this section is to ensure the security of information processing methods, various
business functions, and the protection of information across communication networks and
technological infrastructures.

Documentation of Operational Process


Duly approved Process document should be in place.
The process/operations document be reviewed and regularly updated.
Process Document be stored in a secured environment, protected from
unauthorized access

Change Management
Changes to be made in live/production environment after through testing and
UAT. (User Acceptance Testing)
Changes to be made are applied in a secure and consistent manner.
After roll out, schedule and review for all changes.

Unscheduled/ Emergency changes be carried out only in critical production issues.

Patch & Service pack management

The patches released should be identified & evaluated for applicability.


Only tested versions of the patch or service pack be applied, wherever needed.

Capacity Management Planning

Management to identify business needs regarding availability and performance of


information services.
To convert these needs into availability terms and requirements.

To cover areas like Scalability of processing Power, Memory Requirements and storage

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capacity for the critical IT resources.
To continuously monitor performance of information processing facilities.
The data gathered may be used for projecting future capacity requirements and identifying
potential bottlenecks.

A cost/benefit analysis perspective be done to ensure no surplus of capacity or resources


exists.

Fallback arrangements be made available in case of failure of equipment and to avoid loss
of data.

Service level Agreements of respective services be in place with clear identification of


Availability & performance requirements.

Mobile Computing Controls against mobile code


Functionality of any mobile code is disallowed completely, unless explicitly required.
Remote access may be permitted only for authorized users and activities by GM-IT.
All communication involving On-line Transaction should have secure identification and
authentication process except for any publicly classified information.

Malicious Software
Users should be regularly made aware of the dangers of unauthorized or malicious
software like computer viruses, network worms, Trojan horses and logic bombs.

Anti-Virus Management
The IT systems should have approved Anti-Virus Software with latest version installed
and updated regularly.

Data purging
Preservation of purged data is to be done as per HO: IAD guidelines on Record
Maintenance Policy.

Clock Synchronization
System clocks should be synchronized regularly especially between the banks various
processing platforms.

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7. Network Security Management Controls

Objective of Network Security Management Controls is to ensure the effectiveness, security


and protection of information communication networks and technological infrastructures and
ensure secure, unencumbered flow of information across the network

Network Security

The term network used in this policy refers to all the types of networks like Local Area,
Network (LAN), Wide Area Network (WAN) and Wireless Networks.
The Internet and Intranet (PNB LAN /WAN) will be segregated and will not access each
other.

Network Design

Networks should be designed in conformance with reasonably secure practices.


Network Design to be supported by formal documentation of the network details and users
service requirements

Network Services
The network services should be enabled only after assessing the security risks.
Wireless Network Security
Use of Wireless Network shall be restricted
Wireless Network should be reasonably secured based upon authorization from the
competent authority.

Network Connectivity

Access to the network facilities is to be limited on the need to have principle & restricted to
authorized persons only.

Routers/ Switches

Routers/ Switches and consoles should be housed in a physically secure location.


Routers/ Switches should require a user to enter a user Id and password to gain access to
the command prompt.
Routers/ Switches passwords is to be stored (e.g. in router configuration files) in an
encrypted form and to be changed on a regular basis
Routers/ Switches should have appropriate login banners.
Copies of the router/switch configuration files should be restricted to authorized persons.
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The IOS upgrades for routers should be evaluated for applicability and suitability.
The maintenance fixes must be applied on the routers during non-peak or off business-hour
times.
Latest configuration of all the routers/ switches should be backed up regularly.
The router/ switch audit logs to be reviewed regularly where applicable.

Firewalls
The firewall design and architecture to be decided based on the security requirements of the
internal PNB network
Networks accessing the PNB resources from the public network (Internet) are to be allowed
only controlled access. The user will be authenticated at the web server level.

Intrusion Protection System (IPS)

The devices should be configured for monitoring network traffic and preventing security
attacks on the system including denial of usage, masquerading etc.

The devices should be capable to generate different alerts based on the priority of attention
needed from the administrator

Auditing &Logging

The critical events including system events, access and operations should be logged.
The audit logs should be protected from unauthorized access.
The logs should be retained for appropriate period commensurate with legal & regulatory
requirements.

Monitoring and Maintenance

The critical servers should be monitored and maintained regularly.


The activities of the administrators should be supervised & monitored regularly.

8. Data Backup Management

Objective of Data Backup Management is to ensure that all software and data are backed up
regularly in order to ensure that applications and its data can be recovered in the event of
systems failure, loss of service, or loss/corruption of data.

Security Controls
Audit logs on critical servers and devices should be enabled.
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Backup media movement should be controlled to avoid theft of Backup Media.
Backup media should be clearly and distinctly labelled.
The retention period of the backup should be maintained as per the record maintenance
policy of the Bank and also should be in compliance with the regulatory and legal
requirements and directives.

On expiry of the life of the media, the data should be transferred to other appropriate media
and the old media shall be destroyed /degaussed to prevent any date leakage.
The backup restoration testing be done at intervals for availability/readability of data.
Security Logs on devices should be protected against tampering and unauthorized access.
One copy of backup storage media needs to be stored on site and another at offsite.
The off-site location needs to be carefully chosen to ensure that it is located at a sufficient
distance to be unaffected by any disaster at the original site.

Data Archival
Archived data should be stored on such a platform and using such a technology that future
alteration/ modification/ deletion of the data is not possible, once the data is archived.

9. User Management Control

Objective
User Management Control is to ensure that Information is made available to authorised users
and used for authorised purposes only.
Scope
User Management Control covers all the information systems in use at all the locations.

Users categorized are as under:-


1. System Administrators
2. Database Administrators
3. Security Administrators
4. Network Administrators
5. Auditors
6. Application Users

User types are as under:

Bank Employees: These users fall under all the above categories as per their work profile.
Third party: These users may normally undertake roles under all the above user

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categories except as Application users as per their functional specifications.
Customers: These are users with defined access to information resources in the software
applications.

The physical and logical access to the users is as defined in the chapters on
Third Party
Logical Access Control
Note: unless otherwise specified, auditors are/should be given read only access to systems

10. Logical Access Control

Password Management
Password Management and allocation should be in accordance with the Bank password
management Policy.
User Authentication & Log On
Users accessing the system be identified & authenticated using their credentials only before
granting the access.

Securing information on Laptops and Desktops


Floppy drives, CD/DVD writers, USB Ports & Card Slots on end-user machines
need to be disabled in order to prevent data theft / leakage.
The same may be enabled for specific requirement after getting approval from the
competent authority.

Security of Unattended User Media


The user to ensure not to leave any equipment unattended when logged in.
An appropriate locking mechanism e.g. a password protected screen saver may be used
The active sessions should be terminated, when not in use.
All paper & computer media based IT assets need to be stored in suitable locked cabinets.
Important information, when printed, should be cleared from printer immediately.
Privilege Access management
Usage of privileged user ids is restricted & controlled.
Detailed Logical Access procedures will define the type of access, level of access and
permissions for the servers, applications and databases.

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System Utilities Access
Access to system utilities is restricted to authorized persons in accordance with business
functions and needs
Security of Alternate Delivery Channels
ATMs should have a constrained user interface. It should present a user with a limited list of
permitted operations.
Bank should make mandatory disclosures of risks, responsibilities and liabilities of the
customers in doing business through mobile phone through disclosures.
The internet banking infrastructure should be separated from the core banking database. No
direct connection to core banking database be allowed.
IBS may also be secured using web-centric services like SSL etc.
The users / customers should be allowed access to internet banking on their request only.
The login credentials are to be generated through automated system to ensure privacy of
passwords.
The access logs need to be stored in the system for monitoring purposes.

Phishing:
The fraudsters attempt to lure the customers into revealing their login credentials by sending
fraudulent e-mails purporting to be from the Bank and asking the customers to reveal their
passwords etc. (including Internet Banking and Debit card services).
The fraudsters may also create clone web pages similar to Banks internet banking site
which may mislead the customer into thinking it to be Banks site.

Vishing:
Fraudsters may try to make customers reveal their credentials by contacting them over
phone and misrepresenting as authorized officials of Bank.

Bank has and continues to create Awareness among customers not to reply to the fraud
emails, not to click on any link embedded in the email etc.

Suitable disclaimers are placed on Banks websites and in the printed form of security
brochures, pin-mailers etc.

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11. Information Systems Acquisition, Development and Maintenance

Objective:
The security controls necessary in the process of planning, requirement analysis, designing,
development and implementing business application systems shall be defined, documented and
implemented.

Scope:
The policy is applicable to In-House developed applications /
software, procured solutions from Outside developers.

Planning and Initiation Phase


A risk analysis needs to be performed to determine the threats associated and Identify the
corresponding security controls for information system or system application under acquisition/
development / procurement

Acquisition/ Development / Procure ment Phase


While purchasing an information system or software, the security requirements should be
specified in the Request for Proposal

Application controls
Designed into all software applications to prevent loss, modification or misuse of user data.

Application Controls may include:


Test environment to develop the software distinct from the production environment.
Validation of input data
Checks to detect inconsistent data
Control of internal processing
Controls over sequence of processing like run-to-run control etc.
Limited Manual Intervention & Controls over any overrides
Validation of output data

For Protection against potential covert channels or Trojan code, the following controls be
implemented:
Buying programs only from competent and reputed sources
Buying programs preferably with source code so the code may be verified
Using evaluated products
Controlling access to, and modification of code once installed
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An Asset Inventory be maintained with details like asset name, storage location, warranty
details, licensing details etc. of the IT assets.
The details captured be updated regularly to reflect changes.
Testing Phase
The modifications, enhancements and installation or implementation of new systems should
be subject to Module Test, Integration Test and Acceptance Test by the appropriate
users prior to installation into production.

Auditing Phase
Deployment of a new system/ software should be done after compliance of all audit identified
irregularities.

Implementation Phase
Before the implementation of a new system, standard operating procedures including the
security controls need to be prepared.

Operations / Maintenance Phase

The requisite procedures for operational tasks should be documented and updated regularly.
Access to this system documentation shall be restricted.
Access rights be reviewed periodically.

Disposition Phase
Disposal or re-use of systems shall be in accordance with its classification.
While disposing off the assets, the provisions of E-waste Management & Handling Rules,
2011 notified by Central Government on May 1, 2012 must be adhered to.

Control of Operational Software


The audit log be maintained of all updates to operational programs.
All previous versions should be maintained for contingency / roll back purpose.
Secure Library
Source code of all the versions of software should be kept in secure library or under escrow
arrangement.

Protection of System Test Data


Separate authorization should be obtained every time the operational data is used for

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testing.

Technical Review of applications after Operating System Changes


The operating system should be periodically updated with the new release of patches from
the vendors.
Any change to the operating system should be tested in a test environment and reviewed to
ensure that there is no adverse impact on the security of the applications running on that
system.

Restriction on Changes to Software Packages


Wherever feasible, vendor supplied software packages should not be modified and If
changes are essential then the original software shall be retained and the changes shall be
applied to a clearly identified copy.
While executing the changes, Log information should be protected.

Administrator and operator logs


Administration and operators logs should be reviewed regularly.
System Acceptance Parameter

It may include a formal certification and accreditation process to verify that the security
requirements have been properly addressed.
Either the developer should be *CMMI level 3 certified or else a CMMI level 5 company may
certify the software complying the security requirements.
Exception may be permitted by an official not less than the level of Executive Director.
Application / Data migration
Data/Application owner should ensure integrity and security during the entire process of
migration.

*CMMI - Capability Maturity Model Integration (CMMI)

Operating System Security Controls


Access to the Operating System need to be designed in a way that restricts access rights on
need-to-do basis.

Restrictions on changes to software packages


Any change would follow the defined Change Management process.
Administrator and operator logs
Administrator and operator actions on all infrastructure & production systems / equipment
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should be logged and protected against change.

Database security
A proper authentication mechanism should be put in place for granting access to the
databases.

Application Security:
The applications need to be developed by using a formal Software Development Life Cycle
(SDLC).
The security controls should be defined in the application at the design stage itself.
In case of acquired / purchased applications, the application should be tested for IT General
Controls as well as specific controls before the same is migrated into production
environment.
Before moving into production, the application should be checked for vulnerability, weakness
in coding and for existence of trojans or backdoors using appropriate tools.
Before moving into production the application should be audited as per the IT audit policy of
the Bank.

Direct access to database should not be allowed.


In case of requirements, GM-IT would be the competent authority to provide exception on
business justification.
The business owner has to maintain proper logs, initial and final (after change) view of
Database as a compensatory control and put up to DGM-IT.

Privacy of Information
The Bank is custodian of customer information which may include his / her sensitive
personal information.
Sensitive personal information includes password, bank account or credit card or debit card
or other payment instrument details.
Any information entrusted by the customer to the bank and also as collected and logged /
captured by network devices and analytic tools is kept confidential. It is not disclosed to any
other person.
However, Bank reserves the right to disclose the information to legal and regulatory
authorities if required.

Audit/ Log trails be maintained and monitored.


The logs generated should have distinct fields such as time stamp, user-id, activity
performed etc.
The audit trails need to be stored for a period as stipulated in the record maintenance policy.

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Web Server Security
All web pages, whether hosted on PNB servers or external Web servers, need to be
established, maintained and administered in a secure environment.

Controls for ensuring secure Web Server


Web servers should be placed in DMZ (demilitarized zone) so that traffic between the
Internet and the Web server is isolated from the internal network.

The integrity of electronically published information should be secured against unauthorized


modification.
Proper authorization process is followed before any information is made publicly available.
Minimum 128 bit SSL is used to secure browser to web server communication and also
ensure server authentication.

Web Site Development Standards


Necessary Disclaimer, Terms of Use and Privacy Policy should be placed on the home page of
the Web sites and the regulatory guidelines should be followed.

12. Incident Management

Objective:
Incident management is required to minimize the damage from security incidents. The term
Incident in this document can be defined as any irregular or adverse event, which occurs on
any part of PNB information systems

Incident Management Coverage:


It covers different types of potential security incidents. For eg:
Theft of / damage to computer hardware equipment and communication
network
Theft/fire/property damage
Loss of Id cards
Abusive usage of bank assets
Information system failures and loss of service
Il-legal access to a system/ Breaches of confidentiality
Deliberate denial of service
Virus and Worm incidents

Errors resulting from incomplete or inaccurate business data


Errors resulting from inaccurate processing of data

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Incident management procedure should be formulated to collect information and
analyse apart from recovering from the incident.
Awareness should be created amongst all employees, contractors and third party
staff to report suspected security weaknesses quickly.

Incident Classification & Handling

Incidents should be classified into High, Medium, Low, negligible based on the severity of the
impact caused.
Escalation matrix be defined and followed.
Action to correct and recover from incidents and system failures should be controlled.
Detailed Procedural document should be in place to recover the systems at the earliest.
Audit trails and similar evidence must be collected and secured, as appropriate, for:
Internal problem analysis
Use as evidence in relation to a potential breach of contract, breach of regulatory
requirement or in the event of civil or criminal proceedings e.g. under Copyrights Act,
Information Technology Act etc.
Negotiating for compensation from software and service suppliers and Settlement of
Insurance claims, wherever applicable
Root Cause analysis of the incident should be done to avoid re-occurrence of the incident.
Corrective actions should be taken
Incident Reporting

A record must be kept for all security incidents, which are under investigation.
Users should log calls through mail to Incident management team or Service Desk of PNB
The procedure for collection and safeguarding of evidence should be defined and
documented.

Learning from Incidents


A follow-up analysis of the incident should be performed after an incident has been fully
handled and all systems have been restored to a normal.

A security incident report and Post Incident Report should be prepared by a person
designated by the incident co-ordination team and distributed in SIRT for advice and action.

The information gained from the evaluation of information security incidents should be used
to identify recurring or high impact incidents.

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Security Operations Centre (SOC):

In the SOC, SIEM ( Security Information and Event Management) solution should be used
for monitoring and analyzing of logs of different types of systems, devices, security
application events.

Monitoring for events such as system logs, firewall activity, Intrusion Prevention System
(IPS) activity, antivirus activity, individual vulnerabilities, etc. (Except the application logs
as the same are monitored in their applications)

The system should be configured to generate alerts

13. Internet Security

OBJECTIVE
Internet Security ensure that any internet access by banks users is through banks network in a
secure manner and help to protect information systems from attacks through the Internet.

Access to Internet
Internet access will be provided to authorized users on need to know basis and s only after
formal approval from the competent authority.
The access to Internet to the bank officials should be provided through Banks infrastructure.
Authorized and Unauthorized use of Internet
Internet usage should be restricted to serve approved business requirements.

Web Site Blocking


Internal users should be blocked from accessing Web Sites that are deemed inappropriate.

14. E-Mail Security

Objective

E mail Security minimize the risk of misusing email services and ensure availability of it for
authorized users of the Bank when required in the way that confidentiality and integrity of
messages is protected in transit

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Email Id

The Email id creation/deletion should be undertaken after approval from the competent
authority
The E-Mail facility should be used for Authorized purpose only.
Security Feature
Users are prohibited from sending Restricted Information or data via e-mail.
For sending business data, encryption and message authentication should be used.
Bulk mailing will be available as a service only under exception.
All Incoming / Outgoing Emails will be scanned for viruses and other malicious content.
User login and logouts will be logged and Server Logs will be reviewed periodically and
relevant action will be taken based on the finding.
All e-mails sent outside pnb.co.in domain should carry an automatic standard footer banner
including an approved disclaimer.

15. Compliance

Objective:

This section aims to ensuring compliance to avoid breaches of any criminal and civil law, and
statutory, regulatory or contractual requirements.

Compliance

All the employees should be aware about legal aspects of using information systems and
their responsibilities for ensuring compliance to the same
The bank shall identify all the relevant acts and regulations applicable to its environment and
make all employees aware about the same.
The IS Security Policy and Procedures should comply with the legal and regulatory
requirements
A comprehensive listing of all relevant statutory, regulatory and contractual information
security requirements should be maintained by Bank.
Bank Should have a Digital Evidence Policy.
Intellectual property rights should be classified appropriately for the Information IT assets

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When computer is targeted then it will give rise to crimes like: Unauthorized access to
computer systems or networks , Physically damaging a computer system, Theft of electric
information, Email bombing Denial of Service attack, Salami attacks, Virus / worm attacks, Web
jacking, Data diddling etc.

Classification Of Cyber Crime: It can be classified in to 4 major categories as:

Cyber crime against Individual

I. Email Spoofing : A spoofed email is one in which e-mail header is forged so that mail
appears to originate from one source but actually has been sent from another source .
II. Spamming : Spamming means sending multiple copies of unsolicited mails or mass e-
mails such as chain letters.
III. Cyber Defamation: This occurs when defamation takes place with the help of
computers and / or the Internet. E.g. someone publishes defamatory matter about
someone on a website or sends e-mails containing defamatory information.

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IV. Harassment & Cyber stalking :Cyber Stalking Means following the moves of an
individual's activity over internet. It can be done with the help of many protocols available
such at e- mail, chat rooms, user net groups.

Cyber Crime Against Property:

I. Credit Card Fraud


II. Intellectual Property crimes : These include Software piracy like illegal copying of
programs, distribution of copies of software and Copyright infringement , Trademarks
violations, Theft of computer source code.
III. Internet time theft : the usage of the Internet hours by an unauthorized person which is
actually paid by another person.

Crime Against Organization:

(i) Unauthorized Accessing of Computer: Accessing the computer/network without


permission from the owner. it can be of 2 forms:

(a) Changing/deleting data: Unauthorized changing of data.

(b) Computer voyeur: The criminal reads or copies confidential or proprietary

information, but the data is neither deleted nor changed.

(ii) Denial Of Service :When Internet server is flooded with continuous bogus requests so as to
denying legitimate users to use the server or to crash the server.

(iii) Virus attack : A computer virus is a computer program that can infect other computer
programs by modifying them in such a way as to include a (possibly evolved) copy of it. Viruses
can be file infecting or affecting boot sector of the computer. Worms, unlike viruses do not need
the host to attach themselves to.

(iv) Email Bombing : Sending large numbers of mails to the individual or company or mail
servers thereby ultimately resulting into crashing.

(v) Salami Attack : When negligible amounts are removed & accumulated in to something
larger. These attacks are used for the commission of financial crimes.

(vi) Logic Bomb : Its an event dependent programme , as soon as the designated event
occurs, it crashes the computer, release a virus or any other harmful possibilities.

(vii) Trojan Horse: an unauthorized program which functions from inside what seems to be an
authorized program, thereby concealing what it is actually doing.

(viii) Data diddling: This kind of an attack involves altering raw data just before it is processed
by a computer and then changing it back after the processing is completed.

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(D) Cyber Crime Against Society

(i) Forgery: currency notes, revenue stamps, mark sheets etc can be forged using computers
and high quality scanners and printers.

(ii) Cyber Terrorism: Use of computer resources to intimidate or coerce others.

(iii) Web Jacking: Hackers gain access and control over the website of another, even they
change the content of website for fulfilling political objective or for money.

What Is "Phishing"?

"Phishing" refers to a person or a group of cyber-criminals who create an imitation or


copy of an existing legitimate Web pages to trick users into providing sensitive personal
information.

Here e-mail fraudsters "phish" (fish) for web users' identities.

Modus Operandi

Phishers often use a well-known Bank, online retailer, or a credit card company name
and launch their fake website very similar to the real site.

Their objective is to convince customers to share their Customer ID, Password, that the
phishers then use to commit fraud.

How Phishers operate ?

The vast majority of phishing scams consist of a forged e-mail message that links to a
forged web page or site. The forged web pages usually contain a form to capture the
information that the scammers want to use to commit fraud.

To increase the number of responses, phishers send a large no of spam mails which
include upsetting or exciting statements in their emails. They want people to react
immediately and respond with the desired information without thinking.

How you can avoid Phishing attacks ?

Treat all e-mail messages with suspicion.

Detect emails for a possible phishing scam.

They may appear to come from the Bank or a trusted friend but are actually designed to
trick you into downloading a virus to your computer or directing you to a Web site to
disclose sensitive or personal information .

What you see in the body of the message can be forged, the sender's address or return
address can be forged, and the header can also be manipulated to disguise its true
origin.

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VISHING

The term is a combination of "voice" and phishing. Voice phishing exploits the public's trust in
landline telephone services. Voice phishing is typically used to steal credit card numbers or
other information used in identity theft schemes from individuals

a) The criminal either configures a war dialer to call phone numbers in a given region or
accesses a legitimate voice messaging company with a list of phone numbers stolen from a
financial institution.

b) Typically, when the victim answers the call, an automated recording, often generated with a
text to speech synthesizer, is played to alert the consumer that their credit card has had
fraudulent activity or that their bank account has had unusual activity.

c) The message instructs the consumer to call the following phone number immediately. The
same phone number is often shown in the spoofed caller ID and given the same name as the
financial company they are pretending to represent.

d) When the victim calls the number, it is answered by automated instructions to enter their
credit card number or bank account number on the key pad.

e) Once the consumer enters their credit card number or bank account number, the visher has
the information necessary to make fraudulent use of the card or to access the account.

The call is often used to harvest additional details such as security PIN, expiration date, date of
birth, etc. Although the use of automated responders and war dialers is preferred by the
vishers, there have been reported cases where human operators play an active role in these
scams, trying to persuade the victims.

KEYLOGGERS

Besides being used for legitimate purposes, they may be used to collect sensitive
information that includes: Usernames & Passwords , Credit Card Numbers , Person
Information such as Name, Address, etc.

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punjab national bank
Learning & Knowledge Management Centre


CONTENT PARTNER: name of Training Centre
the name you can BANK upon!

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punjab national bank
Learning & Knowledge Management Centre


CONTENT PARTNER: name of Training Centre
the name you can BANK upon!

As regards to Security - There is no security system which provide 100% safety still there is the
need to take in to consideration the security aspects.

(I) For Home PC Users

1) To Secure E-Mail Account:

a) Do not open e-mail attachments from unknown sender .

b) Most email sites provides "Filter facility" in the option folder , set your email filters, so that the
amount of unsolicited email can be limited.

c) Use strong passwords that have at least eight characters including numerals and symbols
other then alphabets.

d) Never Use personal information(e.g. user name, birth date, month, standard words login
name etc.) as passwords.

e) Change your passwords regularly (at minimum, every 90 days).

f) Create a different password for each online E-mail account you use .

g) Do not keep computers online when not in use.

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h)Never forget to sign out of your email or any other accounts.

2) To Secure System Data :

a) Take regular back-up of important files.

b) Regularly download security patches for your operating system software .

c) Use anti-virus software and anti-spyware software to keep your computer safe and secure. If
u feel your machine is infected with viruses then unplug the phone or cable line from your
machine. And scan your entire computer with anti-virus software.

d) Be sure that your WIFI Network secured, use a strong password

Always Choose the anti-virus software that recognizes current viruses, as well as older ones &
updates automatically.

(II) For Children :

a) Do not give information such as Name, Home address, School Name or Telephone Number
in a chat room.

b) Do not send your photograph to anyone on the Net without first checking with your parents.

c) Never meet any unknown person without telling parents or guardians.

Parents Must Do:

a) Keep your computer in a central and Family Area of your home.

b) Use the Internet with your children whenever possible, teach them well.

c) Use software that allows you to monitor your children's email and web traffic.

d) Educate Yourself & keep on updating your knowledge also.

e) Block pornographic sites with software.

(III) For Women :

a) Never give any personal information like telephone no, address etc while chatting with
unknown person.

b) Never Upload your photo unnecessarily.

c) Use Cyber caf which you believe, don't misuse the monitoring software.

(IV) During Online Transaction:

a) Only Trust a business or individual seller who gives a physical address and a working
telephone number at which they can be contacted in case of any problems.

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b) Check your credit card bill at least every month.

c) Never reply to or click on links in email or pop-ups that ask for personal information.

d) If you're asked for your personal information - your name, email or home address, phone
number, account numbers learn how it will be protected, before you share it.
There are some indicators that show vendors have taken measures to secure their sites such as
a lock icon on the browser's status bar or a website URL that begins "https:" (secure hyper text
protocol).

e) If you are directed to a website to update your information, verify that the site is legitimate by
calling the company directly, using contact information from your account statements. Never
send your personal information via email because email is not a secure transmission method.

( "Phishing pop-up messages usually says that you need to "update" or "validate" your
account information. The message directs you to a website that looks just like a legitimate
organizations, but isn't. To trick you into divulging your personal information so the operators
can steal your identity.)

f) Read website privacy policies. It explains what personal information the website collects, how
the information is used, and whether it is provided to third parties. If you don't see a privacy
policy - or if you can't understand it then do business elsewhere.

Chatting Tips

a) Never give your telephone number while chatting.

b) Never give your credit card number or other password to any person on the net.

c) Remember that all other internet users are strangers.

d) Do not use your real name or nickname as your screen name.

VISHING

The word is a combination of Voice and Phishing

It is a method of stealing card/internet user information over telephone by directly


calling or through texting posing as Banks or other institutions.

Vishing attacks are often run by professional crews

The card information obtain are used for online shopping or wallet recharge

If personal and transactional data is available, information could be encoded onto


new cards which can be used at POS for shopping or at ATM for cash withdrawal

Bank or other institutions never ask for personal or transaction data from
customers, never disclose it

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Skimming/Cloning

The act of using a skimmer to illegally collect data from magnetic strip of a credit, debit
or ATM card

The face plates installed on these machines usually contain hardware which reads your
cards magnetic stripe before it enters into the original ATM card slot.

The information is copied onto another blank cards magnetic strip

The cloned card can be used as a genuine card for carrying out POS purchase or ATM
withdrawal

Skimmer Devices

Precautions

One solution lies in smart chip credit/Debit cards.


Cover your keypad while entering PIN
Watch your card while handling over to counter/Staff
Review your statements
Notify someone/Bank if found some suspicious devices installed

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a comprehensive Banking Solution for young people between the ages of 14 to 25.

PNB Yuva is a mobile app launched by the Bank on 14.11.2016 to meet the aspirations of
youngsters in the age group of 14 years to 25 years. Bringing the young segment in our fold is
necessary to sustain future growth of the Bank. Catch them young is the concept.

PNB Yuva is available on Google play store & Apple Store. Mobile application may be
downloaded by the youth on their mobile. The application has the interface with our CBS, Social
Media and other e-commerce sites.

All the banking transactions can be performed by youngsters through this APP.

Salient Features:

1. The application has interactive user interface which makes banking a fun experience for
the youth. Besides, it gives them a sense of financial responsibility and inculcates habit
of savings.
2. The Dash Board is available to the youth to view record of their recent activities, money
deposited, withdrawal and outstanding balance, description of their desires, the amount
needed to fulfill the desires and the amount available in their wallet.
3. It is online, totally digital and functional on Tab, I-pad, Smartphone etc.
4. The APP has provision to receive money. Also have a feature to request for fund by
generating nicely worded e-mail and suggest mode.
5. The account of the youngster has an interface with social sites to share their goals,
desires and invite friends in the world of banking.
6. Gaming session with quiz and knowledge services keeps them engaged, facilitates
Banking and also earns points.
7. The Scheme envisages all the transactions happening on APP obviating the need to visit
the branch.

Per Day Limit:

Per day debit transaction ceiling through PNB Yuva is Rs.25000/-.

Benefits:

The bank can expand its tech savvy millennium customer base.
The solution provides the youth a banking platform that enhances their financial acumen.
The solution is for Gen Y. Catching those youngsters gives bank an opportunity to
forge long term relationships with them resulting in increased loyalty and wallet share.

Operations:

The leads for opening of new accounts through APP will be received and downloaded at
the concerned circle level through CRM. Circle office marketing team will ensure
opening of accounts in the branches convenient to customer for the leads received
through CRM.
Existing accounts of Young customers in the age group of 14 years to 25 years can also
be converted to this scheme.

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The Account of the Youth will be opened allowing independent operations. No overdraft
in the account and the account should remain in credit.
Nomination facility is available to the account holders. In the case of minor account
holders nomination shall be obtained from the guardian as per existing rules.
The following relaxations in Service Charges available under PNB Vidyarthi Savings and
PNB Junior Account are allowed under this scheme as details given hereunder:

Sr. No. Particulars Details of Facilities


1 Initial deposit Zero
2 QAB Zero
3 Cheque leaves free 20 per H.Y
4 Issue of Demand draft for all educational Free
examination fees
5 Intersol transactions including cash Free
withdrawal/deposit
6 Incidental charges, Ledger folio charges, Free
Retail Internet Banking
7 Issue of Debit Card Free
(AMC to be recovered)
8 NEFT Free upto Rs.10,000/- per day

Registration procedure:

Download the app from the Google Play Store (for Android Devices) or App Store (for
iOS devices)

Launch the Finacle Youth Banking Application in Android smart phone or in iPhone.

For Users Not having account with PNB:

Step 1:

User will click on the option for New User Signup to get the account created with the
Bank.

The user will fill in personal information like Name, Email ID, Gender, Mobile Number,
Date of Birth and Pin Code etc.
The user will provide the Guardian details. However, user can skip Guardian registration
by selecting the Skip Guardian Details option. In this case, user will be able to submit
his/her details only.

User can select to register with existing Guardian or new Guardian by selecting Yes or
No options on screen. If user selects option Yes (Which means, Guardian is already
existing customer with the Bank) then he/she will be asked to enter the Account details
of the Guardian. An OTP will be sent to the owner of the account for validation purpose.

In case user selects option No (which means, Guardian is not existing customer with
Bank), user need to provide Guardian Name, Mobile Number, Email Id and Pin Code.
On proceed, details will be saved with the bank.

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User can track the request submitted with the transaction reference numbers provided
on the screen. However, corresponding branch official will connect to the user for KYC
and on boarding process.

Step 2:

Account Opening Procedure:

The leads for opening of new accounts through APP will be received and downloaded at
the concerned circle level through CRM. Circle office marketing team will ensure
opening of accounts in the branches convenient to customer for the leads received
through CRM.

Bank Admin needs to get in touch with the Youth/Guardian in order to get a confirmation
for the registration. The Youth/Guardian can be contacted on his Mobile Number or
Email ID.

Once Youth/Guardian confirms the registration, the bank admin coordinates for the
Know Your Customer (KYC) document collection. All relevant documents required for
customer identification and verification will be collected by the Bank Representative.

On receipt of AOF, KYC documents along with nomination form, account will be opened
and activated at the concerned branch with Zero balance. After implementation of Back
Office system for opening saving accounts, all these accounts will be opened at Back
Offices.

Primary Savings Account will be created for the Youth in Finacle Core. The account will
be opened under scheme code SBYUV. This will be termed as Pocket Money
Account.

A mandate/authorization letter is to be taken from the customer at the time of opening of


account, as is taken under Vidyarthi scheme stating that after attaining the age of 25
years, the concerned account shall be automatically changed to General Category
Saving Fund Account.

For Users having account with PNB:

User will click on the option Existing Customer Online Registration for registering with
the Youth Banking app.

User will be asked if he/she is registering for youth or Guardian User.

For youth registration, user need to key in valid details for account number, OTP and
Debit card which will be validated at subsequent steps. Once all the details provided by
user are correct, user will be asked to set login password for the app.

User ID of the youth will be displayed on the Success Screen.

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For Guardian registration, Guardian needs to key in youths Account number and his/her
Customer ID. Details provided by the Guardian are validated and guardian will be asked
to set login password for the app.

User ID of the Guardian user will be presented on the success

How to Use??

Customer Login:

Customer Login to the Youth Banking application happens via the Youth Banking credentials
received by the youth and guardian during the online registration process. There are two types
of user logins supported in the application:

1. Youth login
2. Guardian login

The login type decides the dashboard that will be presented to the logged in user. The Guardian
and Youth have separate dashboards that provide a comprehensive view of all activities on the
account. The dashboards are role based and the functionalities displayed for the child and the
guardian, are different.

Youth Login

The youth login presents a set of banking and other fun features to the youth that helps him
manage his own savings and expenses. The youth login procedure can be summarized as
below:
Once the youth Customer is on boarded, the youth can login to the Finacle Youth Banking
application using the credentials shared in the welcome kit and perform the banking
activities.
For the first time login, user id and login password needs to be filled in.
On subsequent login, the user will not be asked to fill in the login ID if user adds the login pic
in the profile. The profile will be created using the First Name and user need to enter only
password for a particular profile.

Guardian Login
The guardian login presents a set of features in order to track the financial activities performed
by the youth in Youth Banking application.
The guardian login procedure can be summarized as below:
1. Once the youth customer is on boarded and the welcome kit is shared, the guardian
can login to the Finacle Youth Banking application using the credentials shared in the
welcome kit.
2. For the first time login, user id and login password needs to be filled in.
3. On subsequent login, the user will not be asked to fill in the login ID if user adds the
login pic in the profile (refer to section 2.6.9.3 to know how to set profile picture). The
profile will be created using the First Name and user need to enter only password for a
particular profile.

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Tab Banking, a smart way for opening of accounts

In the competitive Banking Scenario maintaining the share of CASA deposit in the system is
very challenging. Remote Saving Bank Account opening through Tablet PC Based Solution has
been launched as a step further to provide quality services to HNIs and NRIs at their door step.

What is Tab Banking?

Tab Banking is a process of Remote Account Opening, where Bank Official (GBPA Holder)
visits customers place with Tablet PC Based Solution (TAB) for opening of account.

Customers data is captured by the official in TAB and transmitted to Back Office, where Back
Office User verifies the same. Back Office User will be of officer rank and may not necessarily
be a GBPA holder.

There is no role of branch in the account opening process.

Who are potential Customers for opening of account through Tab Banking?

Tablet PC Based Solution will cater the need of the bank in fulfilling the high expectation of the
following types of customers/bulk customers:

HNI customers and its family members, friends and relatives.


Salary Accounts of Educational Institutions, Corporate bodies etc
Remotely placed Army cantonments
NRI customer based in Dubai and nearby area

Joint account of two individuals can also be opened through TAB.

Account can be opened using:

Welcome Kit or without welcome kit

In case of Welcome Kit the Account No, Cheque Book and Debit Card shall be provided
to the customer simultaneously.

Account will be opened with welcome kit if customer desires to open account in the
branch of whose welcome kit is available with designated official and customer accept
the classic card enclosed in the KIT.
KYC Documents:

Account can be opened with:

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e-KYC
Normal KYC documents

Account Opening with e-KYC

Under this process, by filling in the Aadhar Number and capturing the biometric of the
prospective customer, the basic data from UIDAI site will be directly uploaded in the tablet.

In such cases, even no need to take copy of Aadhar Card as KYC proof.

There will be clear distinction between account opened through e-KYC or otherwise as
Photograph of the customer from UIDAI data base will also be downloaded besides photograph
clicked with the TAB.

For better customer service, the account should preferably be opened with e-KYC facility
wherever the customer has provided his Aadhar Card as his Identity and address proof.

Steps of opening of account through TAB:

i. Feeding of data either through e-KYC or otherwise capturing in TAB


ii. Validating e-KYC details in case of opening of account using e-KYC
iii. Capturing of photograph
iv. Obtaining the undertakings with Specimen signature and scanning the same after
verification by TAB officer.
v. Scanning of KYC documents
vi. Transmitting the data to Back Office for approval after completion.

What are the prerequisites?

User ID & Password of Tab officer, who has to be necessarily a GBPA holder
Tablet
Finger print reader,
Some stock of Form 60 and printed forms containing the general terms & conditions
besides Nomination details,
FATCA undertaking
Signature Slips.

Account Opening through TAB involves following process:

1. Capturing customers data in TAB by the TAB Officer.

2. As soon as the tab officer starts filling data, a Unique reference Number (URN) will be
generated.

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3. The customer data will be filled in tablet and shown to the customer. Photograph of the
customer will be clicked with the tab. PAN No and number of the other KYC document,
Nomination details, FATCA details will mandatorily be filled up in Annexure (physical
paper) and it will be got signed from customer on both sides. In absence of PAN No,
Form 60 to be filled and got signed from the customer. The tab officer will attest the
customers specimen signatures on Annexure under his/her full signatures with
GBPA No.

4. Images of the KYC documents, Specimen Signature portion of Annexure will be


captured/ scanned in the tablet.

5. On completion, customer data along with the other scanned documents will be
transmitted by the tab officer to the back office. At this stage, a welcome SMS confirming
the initiation of account opening process will be delivered to customer at his/her
registered mobile number.

6. Back office user will login and select the account by selecting URN no. He will check the
data in the system from the scanned documents only. If details are correct then User will
verify the account otherwise transmit back to the originating tab officer for modification.
BACK OFFICE USER WILL NOT BE ALLOWED TO MAKE ANY MODIFICATIONS.

7. Accounts received back by the tab officer for modification will be modified and sent again
to back office.

8. On verification by the back office user, account will be uploaded in CBS system
automatically in verified stage. Signatures will also get uploaded in CBS automatically
but will be required to be verified by the back office user in the CBS. After verification the
process of opening of account is completed. Account number will be generated and an
SMS to this effect will be delivered to customers registered mobile no. Simultaneously
the Account No. will also be updated on the tab against the respective URN No.

9. A welcome letter is also customized which will be printed at the back office and sent to
the customer by post on the same day of account opening.

10. The tab officer will take out the print of AOF and scanned KYC documents at his/her
office. Tab Officer will attest the documents under his name, signature & PA no. and will
attach it with AOF along with relevant Annexure 1 and Form 60, if obtained. It will make
it complete set of account opening form. The tab officer will hand over the complete AOF
after writing the account No. on annexure 1 and also on Form 60 if obtained to the back
office.

AML Exception:

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In order to comply with the KYC AML guidelines for risk categorization of the accounts, the
accounts where the AML exception is percolated in Account opening process through Tablet, a
separate link has been provided at Back Office user level for approval of the AML exception.

Steps to be followed at Back Office User level:

In case of AML exception, Back office user will click on AML Exception Permissions and
the list of accounts pending for AML exception will appear. The back office user will
select the account and check the details and accept or reject AML exception with
remarks.

Back office user will go to `View Pending Applications for verification of accounts as per
extant guidelines. The account accepted in AML exception will be verified as per extant
guidelines. The accounts rejected in AML exception will be sent back to Tab user
through `cancel for modification.

Tab user will clarify / pursue with back office for accepting the AML exception. If
accepted by the back office user, the account will be sent again to the back office for
further action. Otherwise, the account will be deleted by the Tab user.

User management:

There will be three tier User management in the TAB Banking as under:

(i) Branch Level User: Known as TAB User having access of login with password, Change
password, Open and transmit the account, Modify application, download application
(Software), generate reports of user level. The user must be GBPA holder.

(ii) Back Office level user: Can reset his password, view application, accept application, sent
back for modification, generate reports including user wise reports attached to his office.

(iii) Circle Level User: Known as Circle Admin User will have the access of management of the
TABs and TAB officials within their Circle and should be an officer who may or may not be
a GBPA holder.

They will manage the change management of TAB Users within the circle including
transfer-out and transfer-in of Users, TAB PCs and SOLs. They can add user, modify user,
unlock user, reset password, generate reports.

(iv) Zonal level user: Known as Zonal Admin User will have the access of management of the
TABs and TAB officials within their zone and should be an officer who may or may not be
a GBPA holder.

They will manage the change management of TAB Users within the zone including
transfer-out and transfer-in of Users, TAB PCs and SOLs. They can add user, modify user,
unlock user, reset password, generate reports.

(v) Head Office Level User: HO level user will be entitled for inter-circle transfer of the TAB
Users. They will be the owner of the HO level Admin Users (if any). Head Office level user
will work under RMD HO at e-bay cell, Delhi having mail Id ebaydelhiaof@pnb.co.in.

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PNB BIZ MERCHANT ACQUIRING BUSINESS THROUGH POINT OF SALE
(POS) TERMINALS
(Owner Division HO CCD-MERCHANT ACQUIRING BUSINESS)

With the growing needs of the customers and acceptance of the


cards at various merchant establishments, in February 2010,
Bank launched the scheme of providing PoS terminals to the
merchant establishments and integration of Internet Payment
Gateway. The facility is available on Pan India basis.
With a view to extend the Merchant Acquiring Business through
installation of PoS terminals and integration of Internet Payment
Gateway, Bank has tie-up arrangement for providing end-to-
end solution in managing the PoS network of the Bank.
In the whole transaction cycle where payment is made using
credit or debit card, the participants involved are - cardholder,
card issuing bank, card network i.e. VISA /
MasterCard/RuPay etc., merchant that accepts the cards for
payment and the Bank facilitating the whole transaction i.e.
Merchant Acquiring Bank.
The Merchant Acquiring Bank plays a major role in the card
payment collection & settlement process. The Bank manages
the complete transaction done at the Merchant establishment or
done over the internet for a particular merchant.
Point of Sale (PoS) terminal or Electronic Data Capture
(EDC) machine popularly known as Swipe machine at the
merchant establishment facilitates the card payments at
Merchant establishments.

Point of Sale Point of Sale (PoS) terminal /Electronic Data Capture (EDC)
Terminal machine is a technological instrument, installed at the
Merchant Establishment (ME) to facilitate payments
towards sale of goods or services to customers in a
cashless environment by the swipe of Debit/Credit Card
issued to the customer by us or by other banks.
The PoS / EDC terminal is connected through a telephone line
/ GPRS/ mobile POS and when the card is swiped and the
Merchant enters the amount, the card holder will be asked to
insert PIN of his debit/credit card. The transaction will be
transmitted to the card issuing bank through
VISA/MasterCard/RuPay network for authorization. The Switch
of the card-issuing Bank authorizes the transaction by debiting
the cardholders debit/credit card account. Once the
authorization is obtained, charge slip is generated, which

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completes the transaction after which the Merchant delivers
goods/services to the customer. More than one terminal can be
provided at the merchant establishment for use in different
sections of the shop / showroom/ business establishments, as
per request.
Internet Payment Internet Payment Gateway (IPG) is an e-commerce
Gateway application service that authorizes payments for e-
business and online retailers, utility service providers etc.
It is equivalent of a physical Point of Sale terminal located in
most retail outlets.
A Payment Gateway facilitates the transfer of information
between a payment portal (such as website, mobile phone or
IVR service) and the front end processor or acquiring bank.
Benefits to the The Merchant Acquiring Business through PoS terminal is not
Bank / Branches only a good source of the fee based income earned through
sharing of the Merchant Service Fee (MSF), but also provides
an opportunity to acquire new accounts resulting in the
increased share of no cost deposits of the Bank.
It also helps in cross-selling of our products to our customers
besides strengthening our corporate relationship. Therefore,
the branches are advised to make full use of the facility and
increase their no cost deposits and other liabilities/assets
products by enrolling good merchants for installation of Banks
PoS terminals.
Benefits to the The installation of PNB-PoS terminal would offer following benefits to
Merchant the merchants:

Wide choice of PoS terminals, GPRS, IP, Cash Registers etc.


High speed and accuracy in completing any card transaction.
Widespread card acceptance accepts the widest range of
cards and types of payment, including Visa, MasterCard and
RuPay etc.
Prompt payment - payments of settled transactions are typically
made on the next working day of the transaction. Funds are
credited directly to the merchants account with Punjab National
Bank.
Fully safe, as card is protected through PIN
Information regarding credit of payment amount in CBS system
through SMS.
Dedicated helpdesk support working 365 days a year.
Voice authorization services for completing high value
transactions.
Safe and secure - extensive risk management systems to
prevent fraud and protect merchants business.

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Role of branches The role of branches broadly covers sourcing / identification of
right merchants (generation of leads), finalizing the MSF with
merchant in coordination with AWL sales team and/or this
Division, ensuring compliance of KYC guidelines, forwarding
application along with required documents (obtained by AWL
from the merchant) for approval / installation of terminal, etc.
In order to take leverage of Centralized Banking Solution (CBS)
of the Bank and to receive leads for installation of PoS
Terminal(s) in hassle free environment, the lead tracking system
has been provided with link PoS Lead on CBS Home Page.
The PoS Lead link helps in tracking/viewing the status of leads
besides providing MIS for better monitoring.
The link provided is user friendly and its step by step
functioning has been provided in the User Manual.
Identification & 1) The branches may receive enquiries direct from merchant
sourcing of customers.
merchants 2) Branch officials would go through their existing customers
profile having shops / showroom / business establishments etc.
and identify the potential merchant establishments. They may
also identify such merchant establishments which are not our
customers.
3) All leads received will be entered in the link POS Lead i.e. lead
tracking system available on CBS Home page.
4) In case of Merchant Establishments not maintaining accounts
with our Bank, Branch Incumbent / officials will open the Bank
account with the branch after ensuring compliance of KYC
guidelines.
5) AWL sales representative will visit the merchant site, finalize
the MSF in coordination with Branch Incumbent and collect the
merchant application along with following required documents
from the merchant:
Common a. Financial Document (any one): Income Tax /VAT/
Documents for all Sales Tax Returns for the last two years or Audited
type of balance sheet for the last One year or 3 months banks
merchants: a/c statement OR in case of new proprietorship/
partnership concern, personal Income Tax Returns or
past 3 months Savings Bank a/c statement of proprietor
/ partners
b. Merchant Establishment Tripartite Agreement for
installation of POS/GPRS terminal(s)
c. Legal Business Identity document (any one): Valid
Shops License / VAT registration/ Service Tax
registration/Transaction Identification Number/any
License issues by Govt. / local administration for the
business activity.

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d. Identity proof (any one): PAN Card, Passport, Driving
License, Voter Card etc.
e. Existing PoS terminal (if any): Payment Advice for
minimum one day OR Settlement copy for one day plus
Bank account statement showing credit of settlement
amount into the account.

Other documents (if any) (Please specify):_________________

The list of Supporting documents required for PoS Applications


is circulated in CCD- Merchant Acquiring Business Circular
number 05/2016 dated 17.11.2016.
Merchant Service Guidelines for fixing MSF:
Fee (MSF)
(Circular No CCD- For every transaction carried out through PoS terminal, there is a
MAB 2/2015) merchant service fee levied on the Merchant by Acquiring Bank. This
fee is shared by Issuing Bank, VISA/MasterCard/RuPay, Acquiring
Bank and the service provider. Our service provider, M/s Atos
Worldline India Pvt. Ltd. would finalize the MSF with individual
Merchant in coordination with branches and Credit Card Division, HO.
Concessions in merchant service fee:

FOR BRANCHES:

Branches to submit MSF/Monthly rent concessional proposals as per


revised Annexure III for installation of PoS/GPRS/MPoS terminals to
their respective Circle office.

FOR CIRCLE OFFICES

1) Circle office team will place the proposals falling under Circle
Head power to their Circle Head for approval and intimate the
concessional sanctions on daily basis to our Division as per
format 4 so that HOCCD may advise the Service Provider for
necessary action.
2) The terms & conditions of the approval may also be advised to
the branch by Circle Office for informing the merchant in writing.
3) Besides, at the end of every month, Circle offices will submit to
their ZOs a monthly statement as per format attached which will
contain consolidated list of approvals, done under Circle Head
power during a particular month.
4) In case concessions falling under powers of ZM or Head office,
the same will be forwarded to ZM Office/HOCCD after analyzing
the proposal properly along with Circle Head recommendations.

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FOR ZONAL MANAGER OFFICES

1) ZM office team will place the proposals falling under ZM power to


the ZM for approval and intimate the concessional sanctions on
daily basis to our Division as per format 4 so that HOCCD may
advise the Service Provider for necessary action.
2) The terms & conditions of the approval may also be advised to
the branch by ZMO for informing the merchant in writing.

3) Besides, at the end of every month, ZMOs will submit monthly


statement as per format attached to our Division, which will
contain consolidated list of ZM approvals as well as approvals
given by the Circle offices functioning under their jurisdiction.
While considering the MSF/ monthly rent concession cases, Circle
offices, ZMOs may prepare the cost benefit analysis sheets as per the
formats enclosed.

A monthly review of all concessional cases is being done at HO CCD,


based on the PoS performances. In case any upward revision in
MSF/Monthly Rent is required (due to non maintenance of float balance
or inadequate interest income), the same will now be intimated to
ZM/Circle offices as the case may be for their onward intimation to
Branches/Merchants.
Approval of
Merchants 1) The complete set of documents obtained by the Worldline sales
Circular No CCD- representative will be submitted to the branch for their approval.
MAB 2/2016) Branch Incumbent / authorized officer will verify the signatures of
the merchant / authorized officials on the application, from
Banks record. The photocopies of the documents will be verified
by authorized Branch Officer from original, under his signatures
with GBPA Number. Authorized official will also ensure
compliance of KYC Guidelines and put his signature with GBPA
number on KYC certificate provided on the application form.
2)
If the documents are in order, officer at the branch will
recommend and Incumbent In charge of the branch will approve
the pos application and put their signatures along with GBPA
numbers at the space provided on the application form. Besides,
on behalf of Punjab National Bank, Incumbent In charge of the
branch will also sign, with GBPA number, the stamped Merchant
Establishment Agreement for Card Payments.

2. Thereafter, the documents will be sent by the local representative of


the service provider to their Mumbai office for risk analysis, negative file
checking with Negative Merchant Alert Services (NMAS) /Match
maintained by VISA/MasterCard. and signing the agreement by their

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authorized person(s) . After approval by Risk Team, Worldline will
proceed for installation of PoS terminals and all documents in original
will be sent to PNB HO CCD.

3. Sr. Manager/Manager at CCD, HO will again re-examine the


documents and in case of any discrepancy, will get it rectified by taking
up matter with Worldline and concerned branch.

4. If the documents are in order, welcome letter along with copy of


Merchant agreement will be sent by CCD, HO to concern Merchant with
a copy to concerned Branch and Worldline. Original Proposal along
with documents and Merchant Agreement will be kept at CCD, HO for
handing over to Storage Vendor at quarterly intervals

However, in case of additional terminals for existing merchants having


PoS at concessional rates, the prior approval from HO CCD will
continue to be obtained by the branches/Worldline as is being done
presently. In other cases (i.e. price matrix cases), Worldline will
approve and install the additional terminals on the basis of
recommendations of the branch on the request letter of the merchant.

A copy of checklist containing various check points are also attached


with this circular so that the same may be verified by the branches in
order to avoid any discrepancy while signing the documents for
installation of PoS terminals
Green Channel With a view to fast track the process of documentation / installation of
process: PoS / GPRS terminal(s), Bank has introduced Green Channel
Process at AWL manned 22 identified centers as per Annexure
IV(a), whereby the following type of merchants having relationship
with PNB, will be provided PoS/GPRS terminal(s) on fast track basis
say within 3-5 days of submission of documents by the eligible
Merchant/Branch:

1. Merchants availing credit limit of Rs.25.00 lacs & above.


2. Merchants having CA & having QAB of Rs.2.00 lacs or above
for last one year
3. Merchants having CA & having QAB of Rs.1.00 lac or above for
last two years
4. Public/Private Ltd. companies having satisfactory relationship
with PNB for last two years.
5. Government organizations / public sector undertakings.

The salient features of the Green Channel Process are as per


Annexure IV of the circular.

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Role of Circle The role of Circle Office will be to:
Offices
(REF : CCD MAB 1. Nominate one Nodal Officer to look after the business of
cir no. 01/2014) Merchant Acquiring Business
2. Identify new merchants for installation of PoS terminals.
3. Allocate targets to the branches under their jurisdiction and
monitor the progress.
4. Provide necessary infrastructural support and guidance to the
branches.
5. Coordinate between HO CCD, branches & AWL local team.
Role of our M/s. AWL will be providing end-to-end solution for merchant acquiring
Service Provider business. The services will broadly include the following:
for PoS
Terminals 1) Merchant Identification, sourcing and their enrolment in
coordination with our branches.
2) Finalizing the merchant service fee in coordination with the Bank.
3) Site Inspection and merchant documentation.
4) Processing / approval of merchant application, including scrutiny
of documents, risk analysis, negative file checking with NMAS/Match
maintained by VISA/MasterCard.
5) Installation of PoS terminals at merchant establishments and
providing required training to the merchant and their staff.
6) Maintenance / management of PoS terminals including logistics
and supply of consumables.
7) Providing network support to capture and route card transactions
to the Switch including Interface with VISA, MasterCard and RuPay.
8) Accounting including reconciliation and settlement of transactions
/ merchant payments.
9) Risk Monitoring and Fraud Management including charge backs
& dispute handling.
10) Merchant Helpdesk Management.
11) Providing MIS to the Bank.

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PRICE The price matrix has been revised with regard to Merchant Acquiring
MATRIX(MERCH Business through Point of Sale (PoS) Terminals:
ANT ACQUIRING 1) Debit Card:
BUSINESS
CIRCULAR NO. Debit card transaction MSF* to be charged
1/2015) to the Merchant@plus
service tax
Up to Rs.2000/- per transaction 0.75%
Over Rs.2000/- per transaction 1.00%

2) Credit Card

Expected Monthly Monthly MSF to be charged to


card Transactions rent in INR the
volume (Rs.) @plus Merchant@ plus
service tax Service Tax
For PSTN Per Rs 500*/-
Terminal
Up to 50000
50001 and above NIL
GPRS Terminal per Rs. 975/-
month per terminal
charges
mPoS Terminal per Rs.350
month per terminal (waived if 1.80%
charges monthly
transaction
volume
remains
above
Rs.25000/-
per
Terminal)
One Time Rs.2500**/- ( Circle Head has full
Installation Fee Non powers to waive one
refundable) time installation fee

For International card transactions, MSF shall be charged


@2.50% plus Service Tax
*In case of merchant having Nil card transactions in any month,
the monthly rent for that particular month shall be
charged@700/- plus ST instead of Rs. 500/- plus Service Tax
per PSTN terminal.
It has also been decided to delegate the powers for approving
concessions on PoS terminals to Circle Heads and FGMs,

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detailed as under:

Competent Annual expected /anticipated sacrifice / net loss on


authority for account of concessions / relaxations as per cost
Approving benefit analysis on float/interest income (per
concession reference)
All merchants except Defence Accounts#
defence Accounts#
Circle Head Concession in MSF Concession in
by way of allowing MSF by way of
the approval up to allowing the
1.65% against the approval
applicable upto1.55%
MSF of 1.80% against the
applicable
and/or 50% in MSF of 1.80%
applicable Monthly
rent for and/ or 50% in
PSTN/GPRS/mPoS applicable
Monthly rent for
PSTN/GPRS/mP
oS
ZM Concession in MSF Concession in
by way of allowing MSF by way of
the approval allowing the
upto1.50% against approval
the applicable upto1.40%
MSF of 1.80% against the
and/or full powers in applicable
applicable Monthly MSF of 1.80%
Rent for and/or full powers
PSTN/GPRS/mPoS in applicable
Monthly rent for
PSTN/GPRS/mP
oS
GM CCD HO Full Powers

e.g. if Applicable rate of MSF is 1.80%, then Circle Head can go up


to 1.65% and ZM up to 1.50% in case of all merchant except
defence accounts.

**Besides above concessional powers, Circle Head has full powers to


waive one time installation fee on case to case basis.

#The above concessional powers be used by adhering to the following

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guidelines:

In case of Merchants having Deposit accounts, concessions


shall be allowed against Float balances (in Current/Saving
Accounts without auto sweep) to be maintained in deposit
accounts. The interest income of the deposit account should
cover annual sacrifice/net loss on account of concession. While
in case of borrowing Merchants, Bank may bear sacrifice up to
5% (2.5% in case of Group companies) of the Annual Interest
Income earned during the last Financial Year (on projected
notional annual interest income in case of newly disbursed
/released credit facility). Appropriate justification note is to be
held on record. It is subject to scrutiny by banks internal
auditors.

In case of Defence Accounts, total business of the branch


relating to concerned defence unit and their personnel accounts
may be taken into account for the purpose of concession if
branch is functioning within the cantonment area.

While sourcing PoS leads, all concerned officials should


convince the merchants/customers to maintain the maximum
float in related Current/Saving fund account.

The concerned officials should also keep in mind that Merchant


Acquiring Business is meant to acquire new customers into our
fold and to retain existing customers in todays era of competitive
scenario. It eventually leads to cross sell Banks other banking
products.

The charges for providing additional services by AWL are as


under:

Service Charges
Daily Email statement to merchant irrespective Free
of no. of e-mail Id
Physical Payment Advice
Daily Rs.199 p.m.*
Weekly Rs. 50 p.m.*
Monthly Rs. 15 p.m.*
IP Connected Terminal Rs.500 p.m.*
per Modem
*Plus service tax

Late Settlement Charges: 0.99% of unsettled amount beyond 72


hours, with maximum of Rs.100 plus service tax per unsettled

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batch. The objective of this charge is to bring discipline among
merchants for timely batch settlement and not revenue
generation.

Help Desk In case of any clarification, please contact IT Help Desks in the
respective Circle Offices/ Credit Card Division
HO: Atma Ram House (12th Floor),
1, Tolstoy Marg, New Delhi-110001
(Tel. No.011-23752465, 23319516, 23356151
Fax 011-23353876)
E-mail ID: posmerchantpnb@pnb.co.in

For Resolution of Merchant complaints of POS complaints, refer to


escalation Matrix (MAB cir. No 1/2014 dated 14.07.2014)
POS LEAD The lead tracking system has been provided with link PoS
TRACKING Lead is available on CBS Home Page.
SYSTEM The PoS Lead link helps in tracking/viewing the status of leads
(INSTALLATION besides providing MIS for better monitoring.
OF POS) User Levels:
There are three user levels according to which the different
menus will be displayed:
o CCD HO (Head Office Users)
o CO (Circle Office Users)
o BO (Branch Office Users)
o
Roles and Menus
Based on the type of user different menu items will be
displayed:
For CO Users:
1. Lead generation 2.Lead Processing 3.Reports
4.Change Password 5.Circulars 6. Contact Us
For BO Users:
1. Lead generation 2.Lead Processing 3.Reports
4.Change Password 5.Circulars 6. Contact Us

Matrix of Roles and Menus:

Sr. Menus Sub CO B


Menus O
1. Lead Generation Lead Y Y
Entry
Lead Y Y
Edit
2. Lead Processing Re Y Y
Submit
Rejected

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Lead
3. Reports Y Y
4. Change Y Y
Password
5. Circulars Y Y
6. Contact Us Y Y
7. Log Out Y Y
Note: The entire asterisk* marked fields are mandatory in the
functioning and usage of software.
The link provided is user friendly and its step by step functioning
has been provided in the User Manual(Ref: MBD Circular
NO.MAB 2/2011 dated 18.05.2011)
How to Login Finacle Home Page>>>Non-CBS Applications>>>CCD>>>PoS Lead
by Branch User Tracking System
Enter user-id and password allotted to your office (Distinctive Number
is the User ID, default password is pnb123.
System will prompt the user to change the password on first
login). In case of any problem, the helpline is 011-23752465.
How to Login For CO Users please send details viz. PF No., Name, designation,
by Circle Office email id, place of posting, and landline and mobile no. of the
User authorized official to posmerchantpnb@pnb.co.in or Fax it on 011-
23353876 for creation of the user id and password.
MERCHANT Guidelines for processing of application for installation of PoS terminals
ACQUIRING are circulated vide Cir. No. CCD-MAB 05 Dt. 17.11.2016.
BUSINESS
CIRCULAR NO. In view of the sudden spurt in demand of PoS terminals across the
CCD-MAB country and the need of speedy installation, present system of
07/2016 processing of applications has been reviewed.

The following points, which need to be strengthened along with the


modifications in the existing process to reduce overall turnaround time.
Enrolment of As per the present system Branch generates the leads, key into the
customer system through Non-CBS functionality on Finacle which is passed on to
the WorldLine, who will contact the customers and collect the required
documents. Since representative of M/s Worldline is a shared member
working for other Institutions as well and in many cases is not familiar to
the Merchant, there is possibility of delay in collecting required
documents.

To address this issue, henceforth the complete set of application forms


and supporting documents be procured by a branch official. The dossier
after a preliminary check shall be submitted to respective Circle Offices,
along with the reference number generated through the Non-CBS
application on Finacle.
Processing of As of now the processing of application is done centrally at the office of
Application M/s Worldline, Mumbai, which is hub of their activities. The processing

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team at central office of Atos Worldline, besides processing application
of our bank handles applications sourced by other banks as well which
has been found to be the main reason for delay.

In order to address this issue M/s WorldLine has been advised to put in
a team of dedicated officials at Circle Office locations. This team will
scrutinize the applications supported documents, perform required data
entry and pass on the details of duly scrutinized applications to their
Headquarters for Risk Analysis & approval. They would also undertake
activities post approval. The applications having any discrepancy or not
supported by required documents will be handed over to Circle Offices.
Official, who in turn will coordinate with sourcing branches to rectify
discrepancies.

Installation of In the present set up of installation of machines is being done by a


machines technician authorized by ATOS, WorldLine. It has been experienced
that the technician being a shared resource (working for other financial
institutions also) {An unrelated party to the merchant} has limitations.
Further the technician being an unrelated party does not receive
cooperation from merchant for expeditious installation.

Accordingly, it has been decided that Circle Office shall nominate an


officer preferably an IT Officer who will coordinate with ATOS, Worldline
technician dedicated for PNB stationed at each Circle Office.

The Nodal Officer constituting the team at Circle Office shall coordinate
with branches for speedy submission of documents/information
supervising the processing of applications of service provider and also
supervise the installation of machines. Thus they will have complete
tracking of the process. Further the vendor is being advised to maintain
adequate inventory of machines at Circle Office level itself. So that the
time spent on installation of machines is minimized.
The branches are advised to submit application forms along with the
supporting documents to respective Circle Offices which shall hence
forth acting as hubs for processing and further activities for PoS
business.

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EDW(Enterprise wide Data Warehouse)
(Circular No. MISD/ 04 /2015 Dated January 01, 2015)
INTRODUCT Bank has implemented the Enterprise-wide Data Warehouse (EDW) to facilitate
ION timely reporting, informed decision making, enhanced statutory compliances and
improved productivity. Data Warehouse is independent of the operational
databases maintained in the respective source systems. Various source system
like CBS, Internet Banking, ATM switch, Debit Card, Credit Card, Preventive
Monitoring System, PNB Trac, Treasury, LADDER, Financial Inclusion, Off-
Shore Banking Unit (OBU), CBS Hong Kong, CBS Dubai, Treasury Hong
Kong, Treasury Dubai, Foreign Exchange Office, Human Resource
Management System (HRMS) etc. have been integrated with Data Warehouse.
The Data warehouse also acts as source system for point solutions as under :

1. MIS Reports
2. Customer Relationship Management (CRM).
3. Operational Risk Management System
4. Market Risk Management System
5. Credit Risk Management System
6. Assets Liability Management (ALM)
7. Transfer Price Mechanism (TPM)
8. Corporate Budget Planning & Performance Management System.

Benefits Statements should not be called from the Branches as the MIS reports
from Data generated from EDW shall be available to Circles and Head office for
Warehouse informed decision making.
On request, ad-hoc reports are being generated from the Data Warehouse
which facilitates a structured process for improved decisions.
Data Warehouse provides a stepping stone for launch of focused products
and services to select clientele.
Improved statutory compliances like Reporting of Anti Money Laundering
Information, Risk compliances, ADF and other statutory reports to
regulatory authorities.
Detection of Frauds with improved analysis of data
Analytics from data warehouse facilitates Cost and Relationship based
pricing of products and services, leading to improved profitability.
Predictive analysis helps in optimal utilization of Resources for improving
the efficiency.
All information is available in structured formats and in a time bound
manner.

The Data from Data Warehouse is now available at T+1 basis (next day)
instead of earlier T+2.

User log-in The EDW Users ID has been created centrally for all Bank employees.
ID & The EDW User ID is their PF number (without any initials) and for
Password password, users may take up matter with their Circle Office or submit their
request through banks e-mail at edw@pnb.co.in.
Irregular Irregular Accounts Dash board has been created with the objective of providing
Account standardised MIS, meaningful visualisation through charts / graphical
Dashboard representation at various levels, on Irregular accounts. This dash board provides

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comprehensive details of every irregular account including recovery data up to
previous day. The main purpose of Irregular Accounts Dash board is to facilitate
field functionaries to take timely corrective steps and arrest fresh slippage to NPA.
It has three parts :

Part I has the summary position of irregular accounts with number of


accounts, outstanding amount and irregular amount. This data can be viewed
through 4 tabs:

Amount wise (up to 10 lacs, 10 lacs to 50 lacs, 50 lacs to 1 cr. & above 1
cr)
Age wise (viz. 1-30days, 31-60days, 61-90 days, etc.),
Non-financial reason (like SRM not renewed) summary view.
Another tab with an option to view summary report, i.e the Zone wise,
Circle wise summary for any given combination (single page report) with
an option to view amount wise, age wise, sector wise & non-financial
reason wise is made available for assessing the impact.

Part II provides graphical view of the summary data. The charts provide the
percentage of various segments of irregular accounts in terms of age, amount,
sector and non financial reasons based on number and amount of irregular
accounts. This facilitates the teams to identify the critical area and draw plan of
action for recovery.

Part III provides the list of accounts, which are otherwise regular but is part
of one of the irregular account of the same customer ID. These are referred
as percolation accounts. This feature facilitates the monitoring group to focus
on such accounts, which may cause more impact on fresh slippage.

Advantages:

The major benefit of this Irregular Dash board is monitoring made easy.
The progress in regularisation of irregular accounts can be monitored on
daily basis.
The analytics view of dashboard enhances the viewers perceptions of
situations and enables to take faster decision. The data can be exported
into the users PC in excel format with an options to Save and Print.
Further, Daily Account-wise detailed master report may be viewed by
FGM/CH in their My Inbox available at Home page of EDW MIS.

Access to Irregular Account Dashboard has been provided to all GMs at HO,
Zonal Managers, Circle Heads, other Senior Officials at FGMO and Circle Offices.
Ad-hoc Data Apart from pre-published MIS reports, EDW is also facilitating HO
Divisions/FGMOs/COs/Branches by providing ad-hoc data for various activities
and business development. HO Divisions/FGMOs/COs are requesting ad-hoc
data from EDW, which is being provided on demand basis. To demand ad-hoc
data, request must be submitted at mail id datarequest@pnb.co.in. The ad-hoc
data request should contain following:
Format for required data
Time period of data
Business logic for the data elements

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The name, designation, office name and mobile no. of the concerned
person
Data Clean Since, this is a decision support system and the decision may go wrong if it is
based on faulty data. The role of branches is to ensure that proper code/data is
updated in CBS system. The reports relating to data clean are available under
folder Data Clean in EDW which helps the branches in identifying the flawed
fields/data and make necessary corrections in source system.

Following reports are available on daily basis :


Loan accounts where DP Indicator=P (Limit Node) but Security not
maintained at Node level.
Loans accounts with blank MIS (V) details.
Inland and Foreign Bill comparison with GL Balance mismatch
LC and LG outstanding comparison with GL Balance mismatch

Following reports are available on weekly basis under Data Clean >
Weekly folder
Invalid and blank contact details Performing Assets
List of customers where constitution code is blank
List of customers where constitution code is given as Others
NPA Accounts with Interest Rate code as Zero
Priority Sector Advances Probable Data Error
Probable Data Loss in Priority or MSME Sector due to wrong feeding of
sub-sector code
Probable Data Loss in PS-Food and Agro Sector
Industry Code in PNB Track vis--vis CBS Code mismatches
External Ratings Status in LADDER vis--vis CBS Data mismatches
Agriculture Loan Accounts where sub-sector code is wrong

Branches are advised to check these reports on regular basis and make
immediate corrections/updation in CBS system.

Similarly, Account-wise Daily Fresh Sanctions report is available under MISD >
Daily folder of EDW. The report shows all the new/enhancement/Renewal loan
accounts that have appeared/updated in CBS on previous day. The granular
information of the various classification attributes (e.g. scheme, sector, industry &
so on) of each account is available in one screen. The details of PAN, repayment
schedule etc. is also available in this report. The branches may check this report
and any error in data noticed has to be corrected instantly on daily basis.

Similarly, reports have been devised for


- Monitoring of Cash Credit Accounts through EDW
- Monitoring of Overdue in Standard Term Loan accounts
- Collection in TL accounts
NAVIGATIO Browser requirement: Google Chrome, Mozilla Firefox or IE 8 and above
N
THROUGH Google Chrome can be downloaded from Knowledge Centre website (Knowledge
EDW Repository > Download> All).
REPORTS
1. Open CBS PAGE.
2. Click on Non CBS Application Link. Under MIS Division, click on MISD/

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EDW

3. On Next page, Click on Continue to this website option. Following page will
appear. Click on EDW Login as shown below to open login page of EDW.
Navigation for EDW reports is also available on this page.

4. Login page will open as displayed below. Enter your user id and password

5. If you have valid user-id / password, you will be directed to following screen
when logged in:

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6. Click on + sign as shown above to navigate through Division wise folders
available under PNBEDW folder.

7. Division-wise folder will be available for navigating to reports.

8. Go to the desired division and click on the folder you want to explore. No. of
reports will be shown on right panel with report name and last run date. If you
want to see older instances of report, you can Right click on the name of the
report and click History link given below and open the report from there of
desired date. For latest instance, click on View Latest Instance option.

9. You can double click on the report name also to view latest instance (i.e.
without right click on report). It may take some time in opening the report.

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10. Report will take few moments to open. On opening the report will appear as
per following screen. Report can be downloaded in Excel format by clicking on
Export Current report as -> ->Excel 2007 link as shown in figure below :

11. Different tabs of report are available on bottom left corner and option to
navigate the page number of the report is available on bottom right corner of the
report.

12. You can drill down to various parameters as available in report. If the
parameter on which you want to drill is not available in report, you can select your
customized drill by clicking on left side filter sign and selecting the desired
parameter as shown in above fig.

Help Desk Any suggestion or feedback with regard to data cleansing, MIS reports, reporting

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of errors or any guidance with regard to EDW may be addressed to
edw@pnb.co.in or at EDW Help Desk number 011 23766782 / 23705933.
Source A new Source System for Performance Management is added in EDW as an
for effective analytical Dashboard for effective Monitoring of various parameters
Performanc by HO, ZO and at CO levels
e
Managemen
t
Objective The objective of Business Performance Dashboard is to standardize the MIS,
provide analytics and meaningful visualisation of performance at various
levels and to help in arriving at quick decisions and increasing the productivity
& efficiency of the system (at all levels). It also gives a unified view across the
Bank.
Users All the corporate GMs, MASD, all the Business Divisions at Head Office, ZMs,
CHs, other Senior Officials at FGMO and Circle Offices entrusted with the
responsibility of driving the business.

User at ZO will view the MIS and data of their own ZO, Circles under their ZO and
corresponding branches under each circle. Similarly, the user at Circle can view
his own performance and with the performance of the branch. Once the users log
in, the main screen of the dashboard has following business performance
parameters:
1. Core Deposit
2. Current
3. Saving
4. CASA
5. Core TD
6. Total Deposit
7. Total Advances with sub categories:
Core Retail Advances
Priority Sector Advances
MSME
Agriculture
Navigation Access to dashboard does not require any new configuration at user end. The
Dashboard is hosted on CBS networks well as Internet. The identified users
having access to CBS can view the dashboard by clicking on EDW link provided
on FINACLE home page. All the users of dashboard have been provide with user
id in 7digits PF number, for example PF no. 55250 will have user id as
0055250.(At present the users are being provided at HO/ZM & CH level Sr.
Officers as the purpose is to maintain & take strategic decision or follow-up). For
creation of new user request / any other query send request to e-mail id:
pms.support@pnb.co.in and edw@pnb.co.in

The GMs and FGMs can access the portal through their IPAD and Circle Heads
can access it through their laptops. The URL for BPM dash board through internet
is: https://www.pnbpms.co.in:8080/epm. The access credentials remain same.

Another link in the dash board covers business performance of all the Pragati
branches as a group. The Circles and FGMOs to monitor their Pragati branches
performance on continuous basis.

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1.Open CBS PAGE:
2. Click on Non CBS Application Link. Open the link MISD/EDW under MISD.

3. Click on Performance Management Link.

4. Enter User Id and Password .On clicking Log in button, Business Performance
Dashboard home page will be opened.

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Business Monitoring Made Easy
Performan
ce
Dashboard
(PMS)

QBUDGET Roadmap ahead:


Effective Monitoring Made Easy
Senior Officials at Business Divisions at Head Office ZO and Circle Offices
entrusted with the responsibility of driving the business will work on the Budget
allotment on various business parameters and monitor the performance viz-a-viz
Budgets allotted.
Help Desk For assistance and trouble shoots the details may be mail to
1. MASD masd@pnb.co.in
2. EDW edw@pnb.co.in
3. Corporate pms.support@pnb.co.in
4. NID nidho@pnb.co.in

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DIGIDHAN CHAMPION
Keeping in view the all round push digitalization it has been felt necessary to identify and
designate a tech-savvy employee in each branch as DIGIDHAN CHAMPION. The primary role
of the Digidhan Champion would be educating customers and giving them on-location hands-
on sessions for using digital products for daily transactions. Similarly a suitable person is to be
designated at Circle offices also.

1. Identification of DIGIDHAN CHAMPION at Circle Offices:

Every Circle to identify at-least two Digidhan champions at the Circle level.
The identified Digidhan champions at the Circle need to be well versed with the
existing digital products of the Bank. If required, necessary training may be provided
to them by the associated training centre.
They will be trained as and when any new Digital product is launched by the Bank.
Refresher training would also be provided to these Digidhan champions
on existing products.
They will train the Digidhan champions at Branch Offices and monitor the daily
branch-wise progress.
They will ensure that each branch is provided with enough publicity material.
Marketing of digital products will be the responsibility of the circle Digidhan
champions (through newspaper, TV etc.). They will also conduct camps at various
Educational institutes, hospitals etc.

2. Identification of DIGIDHAN CHAMPION at each branch Office:

Every Branch to identify at-least one Digidhan champion for the branch.
The identified Digidhan champions will be trained by Circle Office digital team for the
existing digital products of the Bank.
They will be trained as and when any new Digital product is launched by the Bank.
Refresher training would also be provided to these Digidhan champions on existing
products.
They will ensure that publicity material provided by circle office is properly displayed at
the branch/ATMs. The pamphlets on digital products are to be kept at counters for
distribution to visiting customers explaining them benefits of the digital products.
They will also be conducting camps at various Educational institutes, hospitals or at
branches by organizing customer meet. Camps would also be conducted at the Villages
falling under the branch.
The Digidhan champion in the branch will act as the focal point for all the customers for
getting educated with the digital products and services of the Bank. He / She will
handhold the customers in their migration to digital platforms by helping them download
and operate our Apps.

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Bharat Interface for Money (BHIM)*

Bharat Interface for Money (BHIM) is an initiative of Government of India to enable fast, secure,
reliable cashless payments through mobile phone. BHIM is interoperable with other Unified
Payment Interface (UPI) applications, and bank accounts. BHIM is developed by the National
Payment Corporation of India (NPCI). BHIM is made in India and dedicated to the service of the
nation.

It is an app that lets the users make simple, easy and quick payment transactions using Unified
Payments Interface (UPI). Users can easily make direct bank to bank payments instantly and
collect money using just Mobile number or Payment address. Service available are as follows:

Send Money Using this option, you can send money to anyone using Virtual Payment
Address (VPA), Account no & IFSC and QR Scan.
Request Money Using this option, you can collect money by entering Virtual Payment
Address (VPA). Additionally through BHIM App, one can also transfer money using
Mobile No. (Mobile No should be registered with BHIM or *99# and account should be
linked).
Scan & Pay- Using this option, you can pay by scanning the QR code through Scan &
Pay & generate your QR option is also present.
Transactions Using this option, you can check transaction history and also pending
UPI collect requests (if any) and approve or reject. You can raise complaint for the
declined transactions by clicking on Report issue in transactions.
Profile Using this option, you can view the static QR code and Payment addresses
created. You can also share the QR code through various messenger applications like
WhatsApp, Email etc. available on phone and can also download the QR code.
Bank Account Using this Option, you can see the bank account linked with your BHIM
App and its PIN status. You can set/change your UPI PIN. You can also change the
bank account linked with BHIM App by clicking Change account provided in Menu. Also
you can check Balance of your linked Bank Account by clicking REQUEST BALANCE.

How to access BHIM:

First Time User:

Step 1: Download and Install BHIM app from Google Play store
Step 2: Select your preferred language.
Step 3: Select SIM which has mobile number that is registered with bank CBS
Step 4: Login by setting a 4 digit application password
Step 5: Link your bank accounts using bank account option
Step 6: Set your UPI PIN by providing last 6 digits of debit card and expiry date of debit
card
Step 7: Visit Profile option and set virtual payment address (VPA)s (Two virtual payment
address (VPA)s are allowed per user 1. mobno@upi, 2. name@upi)
Step 8: Set one virtual payment address (VPA) as a primary virtual payment address
(VPA) (Ex. name@upi can be primary virtual payment address (VPA) making it easy to
share with others)

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Step 9: QR code feature is available, by using Scan and Pay option send and collect
money anytime
Step 10: Send, receive, collect money using virtual payment address (VPA), Account
number + IFSC, Scan and Pay option.

How to send Money on BHIM:

1. Using Virtual Payment Address (VPA):


Customer opens the app on his/her smart phone and enters the app login
passcode.
Select Send Money Option.
Customer initiates a SEND request
Customer enters the virtual payment address (VPA) & clicks on verify to
check the name of the payee.
Name of the PAYEE is fetched from the Bank CBS. Customer enters the
amount and remarks for the transaction and Clicks on PAY.
Customer can also check the details of the transaction from the dropdown in
the UPI PIN entry page
UPI PIN entry page opens where customer enters his UPI PIN
Confirmation of money sent is shown to the customer
Customer gets a notification for the success of the transaction from the app.

2. Using Mobile Number:


Customer opens the app on his/her Smartphone and enters the app login
passcode.
Select Send Money Option.
Customer initiates a SEND request
Customer enters the mobile number & clicks on verify to check the name of the
payee.
Name of the PAYEE is fetched, if user is registered on *99# or BHIM. Customer
enters the amount and remarks for the transaction and Clicks on PAY.
Customer can also check the details of the transaction from the dropdown in the
UPI PIN entry page
UPI PIN entry page opens where customer enters his UPI PIN
Confirmation of money sent is shown to the customer
Customer gets a notification for the success of the transaction from the app.

3. Using Account No & IFSC:

Customer opens the app on his/her Smartphone and enters the app login
passcode.
Select Send Money Option.
Customer select the option present on top right corner to pay through account no
& IFSC.

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Customer enters the Account No & IFSC & clicks on verify to check the name of
the payee.
Name of the PAYEE is fetched from the Bank CBS. Customer enters the amount
and remarks for the transaction and Clicks on PAY.
Customer can also check the details of the transaction from the dropdown in the
UPI PIN entry page
UPI PIN entry page opens where customer enters his UPI PIN
Confirmation of money sent is shown to the customer
Customer gets a notification for the success of the transaction from the app.

How to collect money on BHIM:

1. Using Virtual Payment Address (VPA):

Customer opens the app and enters the app login and passcode.
Select Receive Money Option and initiates a request transaction.
Customer enters virtual payment address (VPA) to collect money and clicks on
verify to check the name of payer
PAYER name is shown to the requester and he enters the amount and remarks
Confirmation of Request Sent is given to the initiator.
Initiator is notified once PAYER accepts the request for money

2. Using Mobile number

Customer opens the app and enters the app login and passcode.
Select Receive Money Option and initiates a request transaction.
Customer enters Mobile no to collect money and clicks on verify to check the
name of payer
PAYER name is shown to the requester and he enters the amount and remarks
Confirmation of Request Sent is given to the initiator.
Initiator is notified once PAYER accepts the request for money.

3. Using generated QR code (Dynamic):

Choose the option to generate the QR code present at the top right corner on the
home page.
Generate the QR code and share the QR code for requesting Money.

How to Scan & Pay:

Customer opens the app on his/her Smartphone and enters the app login passcode.
Customer selects Scan & Pay option through a QR.
Application opens a QR scanner which then populates the details like any other PAY
transaction and on entering the UPI PIN, transaction can be completed

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Name of the PAYEE is fetched from the Bank CBS. Customer enters the amount and
remarks for the transaction and Clicks on PAY.
UPI PIN entry page opens where customer enters his UPI PIN Confirmation of
money sent is shown to the customer.
Customer gets a notification for the success of the transaction from the app.

My Profile (Static)

In the My Profile section, customer has an already available QR generated with the
primary UPI handle which can be directly shared from the application.
There are 2 VIRTUAL PAYMENT ADDRESS (VPA)s shown 1. With
mobilenumber@upi 2. name@upi.
The customer can choose his desired VIRTUAL PAYMENT ADDRESS (VPA) as the
default or Primary VIRTUAL PAYMENT ADDRESS (VPA).

How to Reset/Change UPI PIN on BHIM:

Choose Bank account option.


Select on Reset UPI PIN.
For setting UPI PIN, customer enters the last six digits and the expiry date of the
card
Bank OTP is requested and auto detected within the app. The customer enters
his/her new UPI PIN
Customer reconfirms the UPI PIN
UPI PIN registration success message is shown

How to Raise complain on BHIM:

Choose Transaction option on Home Page.


Select the declined transactions (highlighted in Red).
Click on report issue or call bank.

Unique features of BHIM:

QR code based scan & pay option available, Generate your own QR code option is
also available
Option to save your beneficiaries for future references
Access transaction history and Request Balance anytime
Create, reset or change UPI PIN
Report Issue and call Bank facilities are given to lodge complaints
FAQ section is created in the app to answer all the queries reg. BHIM
Available in 2 languages English and Hindi

Benefits of BHIM:

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Single App for sending and receiving money and making merchant payments
Go cashless anywhere anytime
Added security of Single click 2 factor authentication
Seamless money collection through single identifiers, reduced risks, real time
Mobile no. or Name used to create VIRTUAL PAYMENT ADDRESS (VPA)
Best answer to Cash on Delivery hassle
Send and collect using VIRTUAL PAYMENT ADDRESS (VPA) or A/c no & IFSC
Payments through single app in your favourite language.
24X7, 365 days instantaneous money transfer

Transfer Limits:

Maximum limit per transaction is Rs. 10,000 per transaction


Maximum limit per day is Rs. 20,000
There is limit of 20 transactions per account per bank.

Charges for using BHIM:

For Smart Phones with Internet option BHIM can be executed via the app (available
in Play store and coming soon for iPhone app store), whereas for feature phones,
BHIM can be executed via phone dialer using *99# option.
The charge for BHIM is one time hard binding SMS charges depending on the
mobile operator (Standard SMS charges of your operator).
For *99# the charges are Rs.0.50/- for one transaction. It is up to banks discretion to
levy any charges on the customers for using BHIM. From NPCI there are no charges
levied upon the customer.

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USSD (Unstructured Supplementary Service Data)

USSD (Unstructured Supplementary Service Data) is a technology normally used in the field of
telecommunication. It is available on all GSM enabled handsets. There is no need of internet
connection to use the services of this method. The codes, which directly communicate with the
server of Telecom Operator Company, is called as the USSD.

National Payments Corporation of India (NPCI) has now launched upgraded version of USSD
based Mobile Banking, USSD 2.0 through a common platform for all Banks under National
Unified USSD Platform (NUUP). With the launch of USSD 2.0, the earlier version USSD 1.0 and
Mobile Application for NUUP (*99#) have since been discontinued.

USSD based Mobile Banking Services can be availed by the customers by dialing *99# which
would connect the customer to USSD platform of NPCI. The USSD 2.0 works on Unified
Payment Interface (UPI) platform and this creates a default VPA (Virtual Payment Address) for
the user as mobilenumber@upi (e. g. 9311112345@upi) which can be used for sending &
receiving money. The USSD services are available in 12 languages. All the customers whose
Mobile Number is registered with the Bank can avail the facility directly.

USSD for Banking

As USSD code connects to the telecom operators server, it also connects to banks
server. Hence, it gives access to customer bank account and performs some
transaction.
The entry to bank account is given on the basis of registered mobile number. Thus,
customer must use registered mobile number to dial the USSD code.
The connection to the server of customer bank goes through the servers of telecom
companies. The NPCI handles all the technicality of this USSD service.
A special number *99# is fixed to access the banking services. This number works
across the banks. This system of banking transaction is termed as the NUUP.

Services available through NUUP

*99# banking uses USSD to perform some of the services of BHIM app. These services
include sending money, requesting money etc.
Customer can also check his account balance, change or reset his UPI PIN and see the
transactions which are done thru *99# banking or BHIM app.
It also has the option to add, delete or view beneficiaries.

USSD code for Different Languages

Customer can also use it in his own language. Currently, this service is available in 10 regional
languages along with Hindi and English. Therefore, it is the best banking solution for every
common man.

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The supported languages are-

1. English *99#
2. Hindi *99*22#
3. Tamil *99*23#
4. Telugu *99*24#
5. Malayalam *99*25#
6. Kannada *99*26#
7. Gujarati *99*27#
8. Marathi *99*28#
9. Bengali *99*29#
10. Punjabi *99*30#
11. Assamese *99*31#
12. Oriya *99*32#

Due to some technical limitation as of now only three services can be accessed in these
languages except English.
Balance enquiry
Mini statement
Funds transfer using IFSC and Account number

How to use USSD code for Banking


First of all, customer needs to register his mobile number to his bank account. If mobile number
is already registered then customer can directly dial the *99#.
Steps for USSD banking:
Step 1: Dial *99# with from registered number and wait for 3-5 seconds.
Step 2: User will see all the following options for its services.
These options are-
1. Send Money
2. Request Money
3. Check balance
4. My profile
5. Pending request
6. Transactions
7. UPI PIN

Send money
Use this service for sending money to anyone.
Enter 1 and hit send or call button. User will see some more options on the screen.
Mobile number
Payment address
Saved beneficiary
IFSC, Account No.
MMID, Mobile No.

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Send money using mobile number
Enter 1 in the Send money menu and send. Enter beneficiarys mobile number in the next
screen and send again. Now, enter the amount to be send and hit send button again. User will
be asked to enter his UPI PIN to complete the transaction. Enter it and send. The money will be
transferred and a success message will be shown on the next screen.

Send money using Payment address


Enter 2 in the Send money menu and tap on send. Enter beneficiarys payment address in the
next screen and send. Here, enter the amount to be sent and send again. Enter UPI PIN in the
next screen to complete transaction. The money will be sent and a success message will be
shown on the next screen.

Send money to saved beneficiary


Enter 3 in the Send money menu and tap on send. Choose from your saved beneficiaries by
entering their serial number and send. Here, enter the amount to be sent and tap on send again.
Enter UPI PIN in the next screen to complete the transaction. The money will be sent and a
success message will be shown on the next screen.

Send money using IFSC and Account No.


Enter 4 in the Send money menu and tap on send. Enter beneficiarys IFSC in the next screen
and send. Now, enter the account number of the beneficiary and send again. Enter UPI PIN in
the next screen to complete the transaction. The money will be sent and a success message
will be shown on the next screen.

Send money using MMID and mobile number

Enter 5 in the Send money menu and tap on send. Enter beneficiarys mobile number on the
next screen and send. Here, enter MMID of the beneficiary and send again. Enter your UPI PIN
in the next screen to complete the transaction. The money will be sent and a success message
will be shown on the next screen.

Request Money
Just like BHIM app, User can request money using *99# banking also.
Below are the steps to request money-
Enter 2 in the first menu of the *99# banking.
Enter the mobile number or VPA of the person from who you are going to request
money.
Enter the amount to be requested and tap on send.
User request will be sent to that person and a success message will be shown.

Check balance
User can also check your account balance using *99# banking. Follow the steps below-
Enter 3 in the *99# banking menu and send.

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Enter UPI PIN and send again.
User account balance will be shown on the next screen.

My Profile
Customer can see and manage his profile details such as linked bank account, language etc.
Enter 4 in the *99# banking menu and tap on send.
Customer will see some options:
Change Bank Account
Change Language
My Details
Payment address
Manage beneficiary
Add beneficiary
Delete beneficiary
View Beneficiaries

Pending Requests
Customer can see all his pending requests using this option.
Follow below steps to see-
Enter 5 in the first menu of *99# banking and tap on send.
Customer will see a list of pending transactions if there are any.\
Transactions
Customer can see all the transactions done with *99# banking or BHIM app.
Enter 6 in the first menu of *99# banking and send.
Customer will see the list of transaction
UPI PIN
Customer can set or reset his UPI PIN if he forgot it. Customer can also change his UPI PIN
using this option. Enter 7 in the first menu of the *99# banking and hit send.
Customer will see two options, one for setting or resetting his UPI PIN and another for changing
UPI PIN.

Set/Forget UPI PIN


Enter 1 and tap on send.
Enter last 6 digits and expiry date of your debit card separated by a space and
send
Enter your new UPI PIN and tap send.
Confirm your new UPI PIN and send. Your UPI PIN will be reset.

Change UPI PIN

Enter 2 and send.


Enter old UPI PIN and send again.
Enter new UPI PIN.
Confirm new UPI PIN. UPI PIN will be changed.

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Charges and transaction limit for USSD Payment

The telecom service providers will charge to use NUUP services. The TRAI has set a limit of
0.50/ transaction. However, customer can contact telecom service operator to confirm exact
charges. The transactions limit for *99# banking is set to 5000 per transaction by Reserve
Bank of India (RBI).

Tips on using USSD banking

The mobile banking service should be enabled in customer account to access *99#
services.
If it is not enabled, visit customer can visit branch to register himself for mobile banking.
Before start sending money through USSD banking, keep all required details such as
beneficiary MMID/ IFSC/ Adhar, mobile number, M-PIN etc.
The beneficiary needs not to register for mobile banking to receive funds. Customer can
still send money using his/her IFSC and account number. However, to receive money
using MMID, it is compulsory to register for mobile banking. Because banks allot MMID
to only those customer who register for mobile banking.
Moreover, if customer wants to receive money using only his mobile number or payment
address, then it is compulsory for him to activate UPI services in his account by creating
a VPA.

Highlights of USSD 2.0

User can set default account for debit & credit through USSD
Funds can be transferred using Account Number & IFSC OR Mobile Number
More user friendly
No, dependency on Mobile Banking registration.
User can raise Request Money request
Authentication is through UPI PIN.
No Internet Connection required
No Smart phone required

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Mode of Operation allowed on UPI/BHIM/USSD
Any(Any one or survivor )
E/S (either or survivor)
PAR(any Partner )
Prop( Proprietor)
Self (Self)

Constitution code allowed for UPI/BHIM/USSD


001 (Individual )
002(Joint)
009(Partnership)
011(Proprietorship)

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E-statement

E-Statement is a secured & convenient way for the customers; as they are able to get the
detailed statement on mail without visiting the Branch.

The detailed guidelines in respect of e-statement are mentioned hereunder:

1 Eligibility: Customers of SF/CA/CC/OD accounts having E-Mail IDs

2 Periodicity: On monthly basis in the first week of every month

3 Format: Password protected PDF format file. The password by default


is the 16 digits account number

4 Cost: Free

5 How to register for E- a) Through Branch via entry in CBS


Statement? b) Through Call Centre
c) Self-registration via Internet Banking
d) Self-registration via e-mail (NEW)

6 Registration Through
a) Branch Existing Customers
i. Obtain written application from Customer. This should
have details of customers account number and E-Mail ID.
ii. After verification of customers signature, Maker to enter
details in UPEMAIL menu option in CBS
iii. Checker to verify the details.
iv. Please note that CBS will not allow ABH/SOLEOD in case
the verification is not done

New Customers
Obtain mandate at the time of opening of account. The
mandate is printed in the AOF.
b) Call Centre Customers can call on at toll frees Numbers
18001802222&18001032222
c) Internet Banking Login in to PNB Internet Banking, click on Other
Services>>Service Request>>New Request>>Email
Statements Registration

d) E-mail 1. Customers with Registered e-mail id in CBS

Request to be sent via registered e-mail to


PNBestatementFREE@pnb.co.inin the below given format.

Detailed format:
Kindly activate the E-Statement facility in my account
maintained with BO: _____________. The details of my
account is as under:

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1 Customers account Number
2 Date of Birth Registered in CBS
3 Registered e-mail id in CBS

2. Customers desiring E-Statement on an other than


Registered e-mail id
Request to be sent via desired e-mail to
PNBestatementFREE@pnb.co.inin the below given format.

Detailed format:
Kindly activate the E-Statement facility in my account
maintained with BO: _____________. The details of my
account is as under:
1 Customers account Number
2 Date of Birth Registered in CBS
3 E-Mail ID of the customer

Further, some security question will be asked by bank for


verification.

The e-mail id PNBestatementFREE@pnb.co.in, is maintained


at HO: DBD. The dealing officer verifies the above aspects in
CBS before activating the request.
7 Other Guidelines In no case customer be refused for providing statement of
account from branch as per need of the customer on monthly
/quarterly/ yearly basis.

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In this new age of digitalization, world is fast getting assimilated in our hands specially with
increasing popularity of Smart Phones. One of the important constituents of Smart phones
is availability of Apps through which most of the services are being provided to customers.
To continue banks legacy of offering best of the services and products to its customers, our
bank has got developed a fully loaded Mobile App: PNB Genie.

The app is full of features and will act as single point destination for cardholders to operate
their credit card accounts seamlessly and without hassles. Given below are the salient
features of the proposed App:

Best in Industry- App is having one of the best User interfaces and features as under:

Last 6 months Credit Card Statements


Details of unbilled transactions.
Instant Card Hot-listing.
PIN Generation.
Registration of additional Credit Card

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Access of Credit Card Profile and Account Summary.
Submission of Service request & its tracker.
Activation and deactivation for International Usage.
Setting of credit card limits.

PNB Genie has significant benefits for our banking business highlighted below:-

Cost Minimization Will reduce the dependency on conventional channels like Call
Centre, manual resources etc. Hence, leading to reduction of input cost.

Excellent Tool for Mitigating risks Security features like blocking of card,
resetting of credit card PIN in a convenient and efficient manner.

Marketing Tool Helps bank to study customers behaviour and spending pattern.
The same could be utilized for credit card marketing and cross selling also.

Best Security Features The app will act as a handler to facilitate server related
requests. The app will be used by registered user only and registration will be
permitted after verification.

PNB Genie is presently available in Google Play Store and soon be made available on
Apple Store also. All android mobile users can download the app from Google Play.

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HRMS Mobile APP-PNB PARIVAR

Keeping in view the need and to provide more accessibility and user friendliness, HRMS Mobile
APP has been launched by worthy Managing Director & CEO Mrs. Usha Ananthasubramanian
on 123rd Foundation Day of the bank i.e 12 April 2017. HRMS Mobile APP can be registered
only with the mobile no as available in Basic Information of Employee in HRMS. It is therefore
mandatory to update mobile no in HRMS to use Mobile APP.

How to download?

Go to Play Store of your Android Mobile and search for PNB Parivar
Download the app & invoke.
Enter your PF Number
You will receive an OTP on your mobile number registered in HRMS
Enter OTP to proceed
Set your 4 digit MPIN and confirm by retyping the same.
Your PF Number and MPIN is required for subsequent logins

Features:

HRMS Mobile App is having following readily available features which are frequently used by
employees:

Leave Register: Leave can be applied through Mobile App and Leave Balance can also
be viewed.

IT Register: IT register for last Five years is available for ready reference.

Salary Slip: Employee can view the Salary Slip for current and previous months. All
details as available in web version is replicated in APP.

Undertaking: Petrol and Newspaper Undertaking can be submitted through the APP.

Locate an Employee: Any employee of the Bank can be located. Holiday Home
Availability: Availability of any holiday home for next 3 months can be checked.

Biometric Attendance: Status of In time and out time of Biometric Attendance for last 3
months can be seen.

Basic Information: Employees can see their basic information as available in HRMS.

PF Status: PF status can be seen by PF/Pension optee employee.

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e-Insurance
Insurance Regulatory and Development Authority (IRDA) has developed a system that will
store all insurance policies in electronic mode thus delivering benefits of insurance services in a
speedy, transparent, efficient, cost effective and secured manner to the policyholder.

By opening e Insurance Account (e IA), an Individual can buy and keep all insurance policies
from any insurer in electronic mode in a single account.

To begin with, this service is made available to Life Insurance policies.

IRDA has entrusted NSDL Database Management Limited (NDML) to set up and manage
insurance repository by granting approval on July 31, 2013. NDML has named its insurance
repository as National Insurance-policy Repository (NIR).

Our Bank has become Approved Person (AP) for providing e-Insurance account (eIA)
facility to its clients.

Currently eIA facilitates below mentioned activities:

View policy details


View scanned images of policy proposal form and terms and conditions
View account details (data as per eIA opening form)
Make changes in account details. Below mentioned details can be changed by eIA
holders as it do not require supporting KYC documents
- Father's/husband's name of eIA holder
- Telephone no of eIA holder/ Alternate telephone no of eIA holder/ Fax no of eIA
holder
- Mobile no / Email id of eIA holder
- Change authorized representative details

Authorized Representative
The e-Insurance Account holder will mandatorily appoint an Authorized Representative (AR),
which is like a trustee to the e-Insurance Account (eIA). AR can access eIA in the event of the
eIA holder's demise or in his incapacity to access the eIA. The Authorized Representative can
only access the e-Insurance Account and know the portfolio of insurance policies.

eIA holder may appoint any person including his family member, nominee of any policy, friend,
etc as Authorized representative. Applicant is not required to provide any documentary proof for
the same. It is mandatory to provide details of Authorized Representative in eIA opening form,
these details include Name, Date of Birth, Gender, Relationship with eIA holder.

eIA holder has a right to change Authorized Representative. Authorized representative details
can be changed online by eIA holder.

A minor cannot be appointed as Authorized Representative.

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Opening of e-Insurance Accounts:

Initially, e-IA Opening facility has been centralized at Depository Back Office, New Delhi.
After getting needful customization in the system, this facility would be made available to all
branches through e-Stock server (through which demat accounts are opened by all
branches) and user ID and password will be created for the purpose at the relevant time.

Please note that no specific training/certification is required from NSDL/SEBI/ IRDA, as


such, any official of the branch having user ID and Password issued by Depository Back Office
(DBO) can complete the formalities under maker and checker system.

eIA opening is a onetime process. Once an eIA is opened, eIA holder will be able to get a credit
of all the insurance policies in the same account.

*******

Role and responsibility of branches

Services to be rendered by the branches for opening of eIA under Insurance repository are as
under:-

To acquire eIA application, along with Proof of Identity, Proof of Address and Proof
of Date of Birth from the client for opening of Insurance Repository account.
Verification of details mentioned in application on the basis of KYC documents
submitted by the client (KYC documents from the list prescribed by IRDA)
Verification of photo copy of the KYC documents with originals and to attest those
documents (signatures with GBPA no) and placing branch stamp.
Branch will also place the legible stamp having branch name and Dist. No on e-IA
application and also write the name & contact no. of the dealing official on right
corner of the form.
eIA application form and duly attested KYC documents, shall be scanned and
emailed to Depository Back Office (DBO) at pnbdepository@pnb.co.in or shall be
faxed to them at 011-2373755. Thereafter, original documents to be sent to DBO.

However, keeping in view the nominal commission to be received for opening


e-IA account from NDML and to avoid postage expenses per account,
branches are advised to send the original e-IA application and KYC documents
to DBO in lots of preferably 10 to15 accounts per dispatch.

*******

While accepting request from the customers for opening of eIA accounts, Branches to note that:

As per the Guidelines on Insurance repositories and electronic issuance of policies a


proposer who has policies on his own or who proposes to take insurance policies can
open an eIA i.e. Individuals can open eIA even if they do not hold any policies currently.
Later on when individuals wants to buy policy the same can be issued in electronic
format, it will get credited to eIA if he mentions his eIA number at the time of buying the
policy.

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eIA cannot be opened by a minor, as the eIA has to be of a proposer and proposer
cannot be a minor.

eIA cannot be opened on joint names.

Only one eIA can be opened by an individual within and across Insurance repositories.

Further, as per NSDL guidelines:

A given email ID and mobile number can be used only for maximum 3 e-
Insurance Accounts and

e- Insurance Account (e-IA) has to be opened within 24 hours of the receipt of


eIA application form.

*******

KYC Documents

The following KYC documents are required for opening an e-Insurance Account :-
i) Recent passport size Colour Photograph

ii) Proof of Identify (Any One of the following)

Aadhar Card and Pan Card

iii) Date of birth Proof

iv) Proof of Address

*******

Role of Depository Back Office (DBO), New Delhi

On receiving copy of eIA application along with KYC documents from the branches
through Fax or email, DBO shall check the documents to ensure that details filled in
eIA application are as per the KYC Documents.
DBO may also cross check the details of bank account provided in AOF of e-IA with
CBS system.
If the eIA form and KYC documents are found in the order, the same shall be
entered and verified by DBO in NIR portal.
Till customization of the reports in the NIR system, DBO shall enter all eIA
application received by it from the branches in a register with following columns

(i) Sl. No. ( to be marked on the eIA form),


(ii) Dist. No. and name of the branch,
(iii) Circle Office,
(iv) Name of the applicant

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(v) date of receipt of eIA application form
(vi) Acknowledgment number (generated after entering the data in NIR by
maker)
(vii) Account number (generated after verifying the data in NIR by checker)

DBO has to forward the Policy Conversion Form to NSDL Insurance Repository,
NSDL Database Management Limited, 4th Floor, 'A' Wing, Trade World, Kamala
Mills Compound, Senapati Bapat Marg, Lower Parel, Mumbai-400013 (INDIA).

*******

Login ID/ Password:

Once e-Insurance account is opened in the system, NDML will send Welcome Kit with
details of e-Insurance Account and modus operandi of its operation, the login ID and
password etc. to the client. Thereafter, client can get converted their existing policies into
electronic form.

******

Policy Conversion Process

Client has to fill up Policy Conversion Form which can be downloaded from
www.pnb.net.in or https://nir.ndml.in/nir-prossess.htm. (Separate Policy
Conversion Forms are to be filled for insurance policies of different insurance
companies).
A Client has following options to Submit the Policy Conversion Form :-
o Nearest insurance company branch (Policy Conversion Form should be
submitted to the insurance company of which client hold policy).
OR
o Nearest Approved Person (AP) i.e. nearest PNB Branch
o OR
o Courier to NDML.
o OR
o Scan and email Policy Conversion Form at helpdesk.nir@nsdl.co.in and
forward hard copy of form to above address.
Existing physical policy documents are not required to be submitted along
with the Policy Conversion Form.
Upon receipt of policy conversion request, insurance company will credit the policy in
clients e-Insurance Account.
Client will receive SMS and email alert from NIR informing credit of the policy to
his/her e-Insurance Account.
Client can also submit Policy Conversion Form along with e-Insurance Account
Opening Form to the branches.

DBO has to forward the Policy Conversion Form to NDML.

*******

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Communication to e-Insurance Account Holders

Approved Person (Branches) are not required to send any communication to e-Insurance
Account Holders. However, NDML will provide the following facilities to clients -

Welcome Kit with details of e-Insurance Account and modus operandi of its
operation, the login ID.

Pin mailers with the password.

The statement of account giving the details of all policies held whenever additional
insurance is taken or a policy matures/surrendered/lapses would be provided to the
e-Insurance Account holder.

When a new policy is issued the insurer shall send an Insurance information sheet
containing the basic details of Insurance policy to the address stated.

*******

Request for change in account details:

All requests for change of address, change in bank account details, change in
authorized representative & change in contact details shall be accepted along with
necessary supporting documents and after proper verification , same shall be forwarded
to Depository Back Office, New Delhi either through fax or scanning.

Record Keeping

Bank as approved person is required to retain and store the documents. As such, DBO
will preserve the original documents as per Banks laid down guidelines/procedure.

*******

Grievance Redressal

NDML has established a Cell to address grievances of policy holders in respect of


repository services and electronic policy held by them. Contact No. and email ID is as
under :-

Address : NSDL Database Management Limited, 4th Floor, 'A' Wing, Trade World,
Kamala Mills Compound, Senapati Bapat Marg, Lower Parel, Mumbai-
400013.

Phone No : 91-22-49142631/49142502

Email : helpdesk.nir@nsdl.co.in

Client can also submit grievance Online (NIR Home Page > quick links > grievance/
query).
*******

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Charges levied from the staff/customers

Account Opening Nil

Annual Maintenance Contract (AMC) Nil

Other Charges - Nil

Bank will receive nominal charges/commission for providing above services from NIR
which will be shared with the branches on 50:50 basis.

*******

Responsibilities of Bank

Dealing Officials at Branches to ensure completion of e-IA opening formalities as per KYC
guidelines so that Banks legal and regulatory obligations in respect of Know Your Customer
(KYC), Anti Money Laundering (AML) and Combating of Financing of Terrorism (CFT)
measures and obligation of Bank under prevention of Money Laundering Act, 2002 as amended
upto date are complied with.

*******

Benefit to the Bank as Approved Person (AP).

Enhanced Revenue

Bank would have an additional revenue stream to augment its fee-based income.

Improve Branch Productivity

Bank can increase its product offerings to its customers. With this proposed
arrangement, PNB can offer one more instrument/options to clients. Existing manpower
at PNB branches can cross sell various products to our existing customers besides
acquiring the new customers.

Become a complete solution provider

No more risk of losing customers to other entities, as Investment savvy customers prefer
one-stop shops for all their financial needs.

Maintain continuity of business relationships

Banking, Depository and now Repository services remain with the bank which will foster
Trust & Loyalty to the Bank.

*******

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Unique Selling Points (USPs):

Benefits of holding Insurance policies in electronic form to client


The policyholders at the time of taking a policy or any time later can make a request for
an e-Insurance account with the Insurance Repositories and have the policies credited
to the account.
Both new and existing Life, Annuities, Health and General insurance policies can all be
credited to this account. However, during the initial phase, the Life insurance policies
would be credited to this account. The General insurance and Group insurance policies
would be credited subsequently.
The Insurers would be sending an insurance information sheet containing the basic
details of insurance policy when a new electronic policy is issued.
The Insurance Repositories provide facility for online payment of premiums by the
policyholders and payouts (claims) by the Insurers and handle several other servicing
needs.
Upon receipt of a service request, the Insurance Repository would handle areas that fall
within scope of their services directly and would forward the others to the Insurer.
The policyholder can appoint an Authorized Representative who can access the e-
Insurance Account on the demise/disability of the policyholder to facilitate the nominees
in the claim processing.
The e-Insurance Account holder will have an option to shift from one repository to the
other.
A statement of account giving the details of all policies held electronically shall be
provided annually.
The e-Insurance Account holder will get SMS alerts and e-mail alerts on premium and
maturity claim updates.

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MERCHANT ACQUIRING BUSINESS THROUGH PNB AADHAAR PAY

In order to align ourselves with initiatives of the government and its own vision of making the
Bank a Digital Bank it has been decided to launch PNB Aadhaar Pay, which provides
opportunity to Merchants to join cashless transaction platform. Aadhaar Pay is the merchant
version of Aadhaar Enabled Payment System (AEPS) which enables merchants to accept
payment from the Customer having Aadhaar enabled account using his/her Aadhaar number
and Biometrics after authentication from Unique Identification Authority of India (UIDAI).

Features of the Aadhaar Pay:

Aadhaar Pay will enable customers to facilitate cashless purchases from the
Merchants in a cost effective and scalable manner, supporting the governments
initiatives towards boosting cashless transactions.
The application has been made available only for Individual Merchants, i.e. only those
who maintain either a Sole Proprietorship or Individual account with Bank, which should
necessarily be Adahaar seeded. Businessmen/ Merchants in other categories such as
Partnership Firms, Companies, Societies etc. are not eligible for this platform.
Aadhaar Pay is designed to address the requirement of merchants for receiving
payment upon delivering goods and services to their customers.
It does not require a buyer (customer) to carry debit/credit cards, install various payment
applications on his phone, type detailed USSD (Unstructured Supplementary Service
Data) codes to transfer money, or to have a phone to do cashless payments.
The PNB Aadhaar Pay application has been got developed by HOITD from M/S TCS. It
allows merchants to accept the Aadhaar number of the customer as a payment
instrument and the use of Biometric authentication for the purchase of goods and
services.
The upper limit for a single transaction with a customer is presently restricted to Rs.
2000/- per day.
Process of Merchant Acquiring Aadhaar Pay:

Bank Officials will identify interested merchant to be on boarded for Aadhaar Pay
having satisfactory conduct of account, get the prescribed Application Form and Letter of
Undertaking filled up and ensure that that the account of the merchant is KYC compliant.
An official/representative of the Bank will download the App from our Intranet and share/
upload the payment application on the Smartphone of the Merchant in an assisted mode
such as a Bluetooth transfer. Care is to be taken that only PNB official Aadhaar Pay App
is used for this purpose.
Once the application is installed on the Smartphone of the Merchant, he will need to put
in Bank details and Aadhaar Number to complete the process of registration.
The Smartphone, having the App installed and Merchant registered is then connected to
a biometric device (of specifications circulated by HO ITD from time to time) using micro
USB port of the Smartphone.
The Smartphone Biometric device combo will thus be ready to be put in use for
transactions.

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Operations during merchant transactions:

When a customer (buyer) has to pay the merchant for any good or services, the
merchant using his Smartphone Biometric combo configured as above shall open the
preinstalled application of his phone.
Merchant shall ask the buyer to put in the Aadhaar number and Name of the Bank (from
which the payment is intended to be made) of the latter, i.e. the buyer into the
Smartphone.
The Application communicates with UIDAI and validates the customer credentials, i.e.
whether the Aadhaar number of the customer / Bank details are correct.
The Merchant then keys in the amount to be collected from the buyer customer and asks
the buyer to authenticate payment.
Buyer checks the Name of Merchant and the amount payable on the Smartphone of the
Merchant and put his thumb/ finger on biometric device. The biometric device captures
fingerprint impressions, sends it to UIDAI who validate the biometrics and on the basis of
this a mandate for payment triggers to the Bank of the buyer for transferring the amount
to the Bank account of the Merchant. The entire process is real time.

Charges:

No monthly rental/ charges to be recovered from Merchants.


Merchant Discount Rate @ 0.25 % of the transaction amount + applicable taxes shall be
levied/ charged to account of the merchant. This is quite less in comparison to other
mode of receiving payment available to Merchants.

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Whats New?

Updations during 10.04.2017 to 25.04.2017:

- New Chapter added - PNB Genie Page no. 229

- New Chapter added - PNB Parivar Page no. 231

- New Chapter added e Insurance Page no. 232

- New Chapter added PNB AADHAAR PAY Page no. 239

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Name of the Training Centre: IT Centre Faridabad

Name of the Topic Prepared by Mobile number/Email Add Vetted by Mobile number/Email
(Mr/ /Ms) (Mr/ /Ms)
PNB Kitty ,Mobile Wallet 9878659730/
Suman Minocha 9811402512 /sminocha2@pnb.co.in R K Atreya rajeshatreya@pnb.co.in
Unified Payment Interface (UPI) 9878659730/
Suman Minocha 9811402512 /sminocha2@pnb.co.in R K Atreya rajeshatreya@pnb.co.in
Debit Cards 9910707767/ 9560147722/
D K Souparana dksouparana@gmail.com Nitin Khosla n.khosla@pnb.co.in
Prepaid Cards ( Uphaar Card & 9910707767/ 9560147722/
Suvidha Cards) D K Souparana dksouparana@gmail.com Nitin Khosla n.khosla@pnb.co.in
Internet Banking Services 9878659730/ 9811402512
R K Atreya rajeshatreya@pnb.co.in Suman Minocha /sminocha2@pnb.co.in
SMS Alerts Services 9878659730/
Suman Minocha 9811402512 /sminocha2@pnb.co.in R K Atreya rajeshatreya@pnb.co.in
PNB Mobile banking Services 9878659730/
Suman Minocha 9811402512 /sminocha2@pnb.co.in R K Atreya rajeshatreya@pnb.co.in
Customer Relationship 9878659730/ 9811402512
Management (CRM) R K Atreya rajeshatreya@pnb.co.in Suman Minocha /sminocha2@pnb.co.in
Real Time Gross Settlement 9981302977/ 9910707767/
(RTGS) Neha Dubey nehadubey@pnb.co.in D K Souparana dksouparana@gmail.com
National Electronic Fund Transfer 9981302977/ 9910707767/
(NEFT) Neha Dubey nehadubey@pnb.co.in D K Souparana dksouparana@gmail.com
National Automated Clearing 9981302977/ 9910707767/
House Neha Dubey nehadubey@pnb.co.in D K Souparana dksouparana@gmail.com
CTS 9981302977/ 9910707767/
Neha Dubey nehadubey@pnb.co.in D K Souparana dksouparana@gmail.com
ASBA (Branches) Centralized , 9981302977/ 9910707767/
ASBA Online & ASBA - Syndicate Neha Dubey nehadubey@pnb.co.in D K Souparana dksouparana@gmail.com
Credit cards 9910707767/ 9560147722/
D K Souparana dksouparana@gmail.com Nitin Khosla n.khosla@pnb.co.in
World Travel card 9981302977/
Nitin Khosla 9560147722/ n.khosla@pnb.co.in Neha Dubey nehadubey@pnb.co.in
Money Transfer Service Scheme 9981302977/
(MTSS Nitin Khosla 9560147722/ n.khosla@pnb.co.in Neha Dubey nehadubey@pnb.co.in
CMS(Cash Management Services) 9981302977/
Nitin Khosla 9560147722/ n.khosla@pnb.co.in Neha Dubey nehadubey@pnb.co.in
e-KYC 9981302977/
Nitin Khosla 9560147722/ n.khosla@pnb.co.in Neha Dubey nehadubey@pnb.co.in
Funds Collection Module 9878659730/
Suman Minocha 9811402512 /sminocha2@pnb.co.in R K Atreya rajeshatreya@pnb.co.in
Business Continuity Plan 9878659730/
Suman Minocha 9811402512 /sminocha2@pnb.co.in R K Atreya rajeshatreya@pnb.co.in
Information Security Policy 9981302977/
Nitin Khosla 9560147722/ n.khosla@pnb.co.in Neha Dubey nehadubey@pnb.co.in
Cyber Crime 9878659730/ 9811402512
R K Atreya rajeshatreya@pnb.co.in Suman Minocha /sminocha2@pnb.co.in
PNB YUVA 9878659730/
Suman Minocha 9811402512 /sminocha2@pnb.co.in R K Atreya rajeshatreya@pnb.co.in
Tab Banking 9878659730/
Suman Minocha 9811402512 /sminocha2@pnb.co.in R K Atreya rajeshatreya@pnb.co.in
PNB BIZ 9878659730/ 9811402512
R K Atreya rajeshatreya@pnb.co.in Suman Minocha /sminocha2@pnb.co.in
EDW(Enterprise wide Data Dinesh Gupta 9990941041/ 9560147722/
Warehouse) dinesh.kumar2@pnb.co.in Nitin Khosla n.khosla@pnb.co.in
DIGIDHAN CHAMPION 9878659730/
Suman Minocha 9811402512 /sminocha2@pnb.co.in R K Atreya rajeshatreya@pnb.co.in
BHIM(Bharat Interface for Money) 9981302977/ 9811402512
Neha Dubey nehadubey@pnb.co.in Suman Minocha /sminocha2@pnb.co.in
USSD 9981302977/ 9878659730/
Neha Dubey nehadubey@pnb.co.in Suman Minocha rajeshatreya@pnb.co.in
Suman Minocha 9811402512 /sminocha2@pnb.co.in Neha Dubey 9981302977/

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E-statement nehadubey@pnb.co.in
PNB Genie 9981302977/
Suman Minocha 9811402512 /sminocha2@pnb.co.in Neha Dubey nehadubey@pnb.co.in
HRMS Parivar 9981302977/
Suman Minocha 9811402512 /sminocha2@pnb.co.in Neha Dubey nehadubey@pnb.co.in
E-insurance 9981302977/
Suman Minocha 9811402512 /sminocha2@pnb.co.in Neha Dubey nehadubey@pnb.co.in
Aadhar Pay 9878659730/ 9981302977/
R K Atreya rajeshatreya@pnb.co.in Neha Dubey nehadubey@pnb.co.in

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