AXIS BANK YOUNG BANKER PROGRAMME

INTERNSHIP DIARY
Name of the Intern :- Vijaya Rajendra Pawar

University ID Number:- 19125670779

Branch:- sillod

Name of the Mentor (Branch Head):- anand aundhekar

Grade of the Mentor (Branch Head) :- Assistant Vice President

Employee No of the Mentor (Branch Head):- 35881

Day:-52 & 53 Date :-09/03/2020 to 10/03/2020 Week:-Tenth and Eleventh

Part A – Query Handling

Learn the commonly used options in Finacle. Look up the various software such as ETS, Tele smart, ABRs,
Dashboards etc.

Daily Activity

My understanding for the day

Overview of Customer Query Handling

New version of ETS is NETS it is used for signature upload

DLMS is used for tracking customer deliverables like debit card , cheque book

It use for resolve customer query

ABR is used for tracking employees business performance

Dashboard is also used for tracking employees business data

Flow of Process in brief

Customer's request for signature update in resolve by using NETS

Track deliverables and provide proper information to customer on their request

Dashboard shows data of employees performance in detail

Approximate time for the customers (Turn Around Time)

5 to 10 min to track customer deliverables like debit card, Cheque book

Process Guidelines (If Any)

Use to solve customer queries about their deliverables

SUMMARY OF ACQUIRED KNOWLEDGE

ETS, ABR software are used for tracking customer Debit card, Cheque book

Dashboard shows employees business performance.

Day:-52 & 53 Date :-09/03/2020 to 10/03/2020 Week:-Tenth and Eleventh

Part B - Query Handling

Learn the commonly used options in Finacle. Look up the various software such as ETS, Tele smart, ABRs,
Dashboards etc.

Daily Activity

Challenges (Which you face in day to day activity)

Some time customers don't have Tracking ID to track Currier

Solve customer request with in time

Area of Improvement

Time management to solve customer request with in time

Acquired Knowledge

Customer's request for signature update in resolve by using NETS

Track deliverables and provide proper information to customer on their request

Dashboard shows data of employees performance in detail

KEY CHECK LIST FOR THE PROCESS

ABR checklist

Employee dashboard -FDO-Employee log in-KRA performance(month-month basis)

FIN MIS -ABR

DASHBOARD:- To get to know how many number of accounts is activated.

MENTORS FEEDBACK (To be filled in by day Mentor) (1 being the least & 5 being the max)

Level of 1 2 3 4 5
Understanding

Overall 1 2 3 4 5
Participation

Overall Feedback 1 2 3 4 5

COMMENTS:

My Understanding for the week

Handling queries, resolving them as per TAT, Ensuring solutions to customers. Customer complaints e.g.: DD,
Cheque Book, Stop Payment, Nominations, Locker Operations, ATMS, PIN query, Mobile & Internet Banking, Fixed
Deposit, Renewal, Closure, Transfer of the account

Customer need our bank's Cheque for make DD

Request of Stop payment is need to work immediately if Cheque is already Transfer for clearing than CSO can't
stop this payment
Cso handle locker operation. He have to maintain operation entries daily in a locker after that enter data in finacle
LOCKMAN menu .

FD can easily open and renew in saksham

DD printing - 10 to 15 min

Cheque book request - 5 min

Cheque book issue - up to 4 working days

Locker operation - 5 min

ATM pin change - 5 min

FD - 10 to 15 min

Transfer account - 2 working days

Customer request have to complete in TAT

Customer can transfer there account one branch to other with in 2 working days

Closure request have to process with in 1 day

Learn the commonly used options in Finacle. Look up the various software such as ETS, Tele smart, ABRs,
Dashboards etc.

New version of ETS is NETS it is used for signature upload

DLMS is used for tracking customer deliverables like debit card , cheque book

It use for resolve customer query

ABR is used for tracking employees business performance

Dashboard is also used for tracking employees business data

Days:-54 to 56 Dates:-11/03/2020 to 13/03/2020. Week:-Eleventh

Idea Generation
Generate an Idea for one or more process from above and the significant impact it will have on
business/ customer/ service/ branch

Customer service should be set at highest priority

TAT should be properly followed and proper resolution of complaints mustpriority

Banker should maintain transperency and should not do false promises

Maintain good relationships with customers it helps to maintain customer

Happy customer always ready to Bank with us

If we can resolve the customers query within the TAT the customer can also avail the fully fledged services of bank
like "opening of FD/RD"

Branch scoping is also a very good idea to attract new customers

In branch scoping we can meet new people in market , know about there needs, business requirements, financial
requirements

And we can provide services to tham as per their needs

It helps to create new customers

Maintain good relationships with customers helps to get trust of customer

And it helps to sale IPG products , investment ideas to customer

Healthy work environment to be maintain

Monthly target should set for employees and weekly review must be done. It helps to reduce pressure of Sale for
customer

My Understanding for the Week

Account closure

Check customer account is active or dormant

If account is dormant 1st of all take request to do account active

If account is active than Check all lien , charges

Customer have to pay all charges

After that the account closure process will complete

Important Notes
HCUDET - to check customer details e.g. mobile number

HOUREDE - To upload clearing report

HBRTI - to check branch Sol ID and address

HSAC - for user already logged in

HSVALRPT - for EOD