Customer Service Guidelines | PAPER II – PRINCIPLES & PRACTICES OF BANKING | MODULE A: GENERAL BANKING OPERATIONS
Banker-Customer Service Guidelines
Customer Service in Banks
Customer service is a critical function in banking operations. It encompasses responsiveness, quality of service delivery, grievance redressal, and ensuring customer satisfaction. RBI guidelines emphasize fair treatment, prompt service, and financial literacy.
Policy for General Management of Branches
Banks are required to display their working hours, list of services, and details of the branch manager. There should be transparency in operations and timely updates of customer-related notices. Staff training is also emphasized to ensure professionalism.
ATM Operations
ATM operations must be secure and efficient. Banks must replenish cash on time, resolve ATM transaction complaints within 7 days, and provide 24x7 helpline numbers. RBI mandates free ATM transactions per month, beyond which charges apply.
Security Issues and Risk Mitigation Measures
Security of customer data and transactions is paramount. Banks use encryption, firewalls, CCTV surveillance, and KYC/AML checks to mitigate risks. Cybersecurity protocols are continuously updated based on threat perception.
Service at the Counters
Banks must ensure quick processing of transactions at counters. Adequate staff during peak hours, separate queues for senior citizens and differently-abled, and availability of grievance redressal officers are required.
Information to the Customers
Customers must be informed about account terms, charges, product features, and changes in policy. Banks are expected to maintain updated brochures and disclose key facts prominently.
Special Arrangements at Branches
Banks should make special arrangements for elderly customers, persons with disabilities, and pregnant women. Ramp access, accessible ATMs, and priority service are encouraged.
Other Provisions
Banks should adopt a Code of Bank’s Commitment to Customers, implement internal grievance redressal mechanisms, and ensure strict compliance with RBI directives on customer service and protection.
MCQs on Banker-Customer Service Guidelines
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What is the maximum time limit for resolving failed ATM transactions as per RBI?
- A. 24 hours
- B. 7 working days
- C. 15 days
- D. 30 days
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Which of the following must be clearly displayed at bank branches?
- A. Customer's credit scores
- B. List of borrowers
- C. Working hours and branch manager's name
- D. Employee salaries
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What type of surveillance is used at ATMs for security?
- A. Wi-Fi scanner
- B. CCTV
- C. GPS
- D. Drone
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How many free ATM transactions are generally allowed per month in metro cities?
- A. 2
- B. 3
- C. 5
- D. 10
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Who should get priority service at bank counters?
- A. Bank employees
- B. Senior citizens and disabled persons
- C. New customers
- D. VIP clients only
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Which protocol is essential for protecting online banking transactions?
- A. JavaScript
- B. Encryption
- C. Cookies
- D. Ads
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What is a key feature of the Code of Bank’s Commitment to Customers?
- A. Employee guidelines
- B. Customer service standards
- C. Corporate profits
- D. Political donations
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For redressal of customer grievances, banks should have:
- A. Advertisement boards
- B. Internal grievance redressal mechanisms
- C. More guards
- D. Foreign consultants
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What facility should be provided for physically challenged customers at branches?
- A. Only online support
- B. Ramp access and accessible ATMs
- C. Financial counseling
- D. More loans
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RBI directs banks to update customers regularly on:
- A. Political news
- B. Bank profits
- C. Changes in product terms and service charges
- D. Employee holidays
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