Free Business Correspondent And Business Facilitator Course (6Months)

Business Correspondent And Business Facilitator:

Brief Job Description:

Business Correspondents (BCs) & Business Facilitators (BFs) are representatives appointed by banks to act as their agent and provide banking services in remote locations where the bank does not have a presence in order to promote financial inclusion. The fundamental difference in the role of the BC and BF is that BCs are permitted to carry out regular transactions for customers on behalf of the bank.
BFs are only responsible for spreading awareness related to banking and bank’s products, assisting the bank in business generation activities and recovery of bad debts. However, they do not undertake any cash transactions.
Personal Attributes:

The individual is required to have good interpersonal and problem solving skills. The individual must be self-driven and organized with their work and act with integrity when performing multiple tasks for the customers
Introduction

Sourcing New Customers:

Operations
To be competent, the user/individual on the job must be able to:
PC1. Segment prospective customers according to demographics for area assigned (villages, rural remote areas etc.)
PC2. Assess demand for various products offered according to segments (housewives, farmers etc.)
PC3. Approach prospective customers through various methods including door-to-door calls and community gatherings to create awareness about banking and the bank’s products
PC4. Arrange campaign/ educational activities on behalf of the banks to inform potential customers about products offered.
PC5. Discuss with customer to ascertain basic goals and financial needs.
PC6. Assess prospective customer’s financial status (income, dependents etc.) and current trend of cash flows
PC7. Suggest appropriate products according to life-cycle needs and income such as agricultural loans/savings plans etc.
PC8. Explain to the prospective customer, the terms and conditions of product, application procedure, documents required and timelines for processing the application
PC9. Respond to all queries and concerns regarding products and application process

General/ Administrative
To be competent, the user/individual on the job must be able to:
PC10. Update details of customers acquired and status into information system/records.
PC11. Prepare and submit periodic reports on status of acquired customers to supervisor/ manager
PC12. Discuss and set revenue/account targets with supervisor/manager if applicable
PC13. Prepare reports on targets achieved and review future targets.

Organizational Context

The user/individual on the job needs to know and understand:

KA1. Types and features of products and services offered to targeted customers

KA2. Standard operating procedure and guidelines for performing the correspondent/facilitator’s function

KA3. Organizational guidelines for delivering marketing merchandise and marketing procedures

KA4. Banking regulations relevant to the products offered by the Business Correspondent/facilitator

KA5. Types of documents required for applications including KYC forms, acceptable options of identity & address proof and other supporting documents

KA6. Processes and methods of acceptable payments as stipulated by organization

KA7. Risk compliance and risk associated with various products.

KA8. Types of customer segments and their suitability to products offered

KA9. Methods to map prospective customer’s needs to products offered by organization

KA10. Procedure for assisting customers with application forms and processing policies

KA11. Security procedures for handling sensitive customer information

KA12. Routes and schedule for visiting areas assigned to the Business Correspondent/facilitator

Technical Knowledge

The user/individual on the job needs to know and understand:

KB1. Types of products offered and details of the same

KB2. Products offered by other financial provides including other banks, NBFCs, money lenders etc.

KB3. Bank’s objectives, its role, functions and structure

KB4. Maintenance and operating procedure for using equipment provided by bank such as POS (Point of Sale) machines, computers etc.

KB5. IT skills and operating procedures to update status of leads, prospective customers, if applicable.

KB6. Procedure for digitally updating customer details, if required.

KB7. Marketing techniques for the banking sector when hosting campaigns

KB8. Factors that impact the creditworthiness of the customer.

KB9. Basic economic, accounting and financial concepts such as interest rates, profit/loss etc.

KB10. Basic accounting techniques for recording transactions if required

Generic Skills

Writing Skills
The user/ individual on the job needs to know and understand how to:
SA1. Prepare reports and summary of the documents for review.
SA2. Prepare reports on status of leads and prospective customers

Reading Skills
The user/individual on the job needs to know and understand how to:
SA3. Read and understand organizational and regulatory guidelines
SA4. Read and verify legitimacy of documents submitted by prospective customers
SA5. Read and explain terms and conditions of various bank products to prospective

Intigrity

The user/individual on the job needs to know and understand how to:
SA6. Maintain integrity with respect to customers’ time, sensitive documents
SA7. Act objectively and in the best interests of customers

Mathematical Skills
The user/individual on the job needs to know and understand how to:
SA8. Compute numbers quickly and accurately.
SA9. Perform basic mathematical operations such as addition, subtraction, multiplication and division

Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA10. Listen to the customers and be able to offer products that are pertinent to their requirements.
SA11. Communicate clearly with the customer using language that he/she understands.
SA12. Communicate and share knowledge with peers and supervisors.

Professional Skills

Decision Making
The user/individual on the job needs to know and understand how to:
SB1. Determine what Banking Product is best for the customer based on needs assessment and financial status of the customer.
SB2. Make clear, logical decisions and portray confidence to the customers.

Plan and Organize
The user/individual on the job needs to know and understand how to:
SB3. Plan appointments with prospective customers; be prepared with appropriate plans prior to the meeting.
SB4. Organize work & time in order to maximize productivity.

Customer Centricity
The user/individual on the job needs to know and understand how to:
SB5. Make decisions taking into account customers’ best interests
SB6. Focus on developing long term customer relationships
SB7. Follow-up and provide support services consistently

Problem Solving
The user/individual on the job needs to know and understand how to:
SB8. Address problems arising either due to a technical issue, customer grievance or administration related issues and escalate those issues beyond one’s role.

Analytical Thinking

The user/individual on the job needs to know and understand how to:
SB9. Assess customers financial status and understand their financial capacity for the appropriate product
SB10. Draw insights from prospective customer interaction and refine marketing techniques

Motivation
The user/individual on the job needs to know and understand how to:
SB11. Be self driven, take initiatives and deliver results set by the organization and respective superiors

Critical Thinking
The user/individual on the job needs to know and understand how to:
SB12. Consistently obtain feedback and improve their performance
SB13. Exercise judgment in unforeseen situations which preserve company values and are in line with organizational guidelines

Assist with Application Process:

Operations
To be competent, the user/individual on the job must be able to:
PC1. Provide customer with forms needed and assist customer in filling application forms, if required
PC2. Obtain necessary documents required for processing of the account opening application
PC3. Perform basic verification and ensure that the primary information details shared are legitimate.
PC4. Pursue referrals enquiring about the past records/business of the customer to ensure safety of dealing with the customer
PC5. Receive all required documents and forms duly filled and signed/thumb printed by customer and attach it into the application file, if any
PC6. Upload documents/information received into computer system/smart device (kiosk, point-of-sale unit etc.) if applicable.
PC7. For loan accounts, collect the additional documents required
PC8. Clarify payment mechanisms and conditions, prepare payment schedule if required
PC9. Deliver application file/the documents collected from the customer to the assigned bank branch
PC10. Assist bank with any further information, if required, for processing of application.
PC11. Receive notification from bank regarding status of the application
PC12. Inform customer if the application is accepted/ rejected or if another account category has been assigned, with reasons for the same as provided by the bank
PC13. On successful account opening, deliver the relevant documents and materials provided by the bank to the customer including pass book, smart card if provided etc.
PC14. Explain the documents and materials provided by bank- demonstrate methods to use them and their functions to the customer.
PC15. Plan future follow-up visits

General/ Administrative
To be competent, the user/individual on the job must be able to:
PC16. Update details of accounts opened and their status into information system/records.
PC17. Prepare and submit periodic reports on status of acquired customers to supervisor/ manager
PC18. Discuss and set revenue/account targets with supervisor/manager if applicable
PC19. Prepare reports on targets achieved and review future targets.
PC20. Follow proper procedures as laid down by the bank in handling sensitive and confidential customer information.

Organizational Context

The user/individual on the job needs to know and understand:

KA1. All products and services details with exceptions offered to customers situated in rural areas.

KA2. The roles and responsibilities of the job – the bank’s expectation of the role

KA3. The regulatory system that governs banks and their impact on procedures.

KA4. Requirements for KYC Norms, acceptable options of identity & address proof, supporting documents required and other identification procedures.

KA5. Escalation matrix in the case application is rejected.

KA6. The organizations’ accepted methods of payment & their respective processes.

KA7. Risk compliance and risk associated with various products.

KA8. Methods through which suitable products and services are recommended to prospective customers.

KA9. Methods to calculate interest & principal amounts for loans repayment.

KA10. Modes of payment available to the customer.

KA11. List of supporting documents required with specifics.

KA12. Procedure for assisting customers with application forms and processes.

KA13. The organizations’ policy of privacy & discretion when dealing with customer’s personal information.

KA14. All relevant legal procedures involved in application.

KA15. Methods to format data and information required for reporting on customer base.

Technical Knowledge

The user/individual on the job needs to know and understand:

KB1. Types of products offered and details of the same

KB2. Products offered by other financial provides including other banks, NBFCs, money lenders etc.

KB3. Bank’s objectives, its role, functions and structure

KB4. Maintenance and operating procedure for using equipment provided by bank such as POS (Point of Sale) machines, computers etc.

KB5. IT skills and operating procedures to update status of accounts acquired, account details

KB6. Procedure for digitally updating customer details, if required.

KB7. Marketing techniques for the banking sector when hosting campaigns

KB8. Factors that impact the creditworthiness of the customer.

KB9. Basic economic, accounting and financial concepts such as interest rates, profit/loss etc. KB9. Basic accounting techniques for recording transactions if required.

The information available in supporting documents such as pamphlets, fliers, manuals, terms and conditions documents etc.

KB11. Methods to evaluate life cycle and wealth cycle of each customer when working on a financial plan

Generic Skills

Writing Skills
The user/ individual on the job needs to know and understand how to:
SA1. Prepare reports and summary of the documents for review.
SA2. Prepare reports on status of leads and prospective customers

Reading Skills
The user/individual on the job needs to know and understand how to:
SA3. Read and understand organizational and regulatory guidelines
SA4. Read and verify legitimacy of documents submitted by prospective customers
SA5. Read and explain terms and conditions of various bank products to prospective customers

Integrity
The user/individual on the job needs to know and understand how to:
SA6. Maintain integrity with respect to customers’ time, sensitive documents and Communicate clearly with the customer using language that he/she understands.
SA7. Act objectively and in the best interests of customers and in

Mathematical Skills
The user/individual on the job needs to know and understand how to:
SA8. Make fast calculations while considering options.
SA9. Assess the impact on customer as and when a change occurs

Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA10. Listen to the customers and be able to offer products that are pertinent to their requirements.
SA11. Communicate clearly with the customer using language that he/she understands.
SA12. Communicate and share knowledge with peers and supervisors.

Professional Skills

Decision Making
The user/individual on the job needs to know and understand how to:
SB1. Determine what Banking Product is best for the customer based on needs assessment and financial status of the customer.
SB2. Make clear, logical decisions and portray confidence to the customers.

Plan and Organize
The user/individual on the job needs to know and understand how to:
SB3. Plan appointments with prospective customers; be prepared with appropriate plans prior to the meeting.
SB4. Organize work & time in order to maximize productivity.

Customer Centricity

The user/individual on the job needs to know and understand how to:
SB5. Make decisions taking into account customers’ best interests
SB6. Focus on developing long term customer relationships
SB7. Follow-up and provide support services consistently

Problem Solving
The user/individual on the job needs to know and understand how to:
SB8. Address problems arising either due to a technical issue, customer or administration related issues and escalate those issues beyond one’s role.

Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB9. Assess customers financial status and understand their financial capacity for the appropriate product
SB10. Draw insights from prospective customer interaction and refine marketing techniques

Motivation
The user/individual on the job needs to know and understand how to:
SB11. Be self driven, take initiatives and deliver results set by the organization and respective superiors

Critical Thinking
The user/individual on the job needs to know and understand how to:
SB12. Consistently obtain feedback and improve their performance
SB13. Exercise judgment in unforeseen situations which preserve company values and are in line with organizational guidelines

Facilitate/Execute Transactions:

Operations
To be competent, the user/individual on the job must be able to:
PC1. Obtain cash from appropriate account at bank branch for meeting the cash withdrawal requirements of the customers
PC2. Carry out regular banking transactions on behalf of customers using equipment such as a banking kiosk or point-of-sale machine or manually
PC3. Collect cheques/ cash for payment or for deposits into accounts made by customers
PC4. Disburse cash for withdrawals made by customers
PC5. Facilitate remittances to other accounts within the same bank if required
PC6. Provide receipts/confirmation to the customers for all transactions executed
PC7. Assist customer in updating their passbook
PC8. Answer customer queries & connect customer to bank, if necessary.
PC9. Respond to customer complaints and escalate issue if necessary.
PC10. Report to bank branch assigned with cash and cheques collected and deposit the same within stipulated timelines
PC11. Ensure details of cash and funds disbursed to customers are recorded with bank
PC12. Monitor and collect loan payments if required
PC13. Deposits cash collected from
PC14. Assist customers with the documentation and procedure for closure of their accounts if required
PC15. Assist bank in closing all pending payments prior to closure of account.
PC16. Collect all deliverables such as smart card etc from customer and deliver to bank if applicable

General/ Administrative
To be competent, the user/individual on the job must be able to:
PC17. Update details cash disbursed and received into information system/records
PC18. Prepare periodic reports on status of customers, bank transactions, number of complaints etc. to supervisor/Manager
PC19. Prepare reports on targets achieved and review future targets, if applicable.
PC20. Follow security procedures when handling payment cash and cheques, customer confidential details etc.

Organizational Context

The user/individual on the job needs to know and understand:

KA1. Types and features of products and services offered to targeted customers

KA2. Standard operating procedure and guidelines for performing the correspondent’s function, if applicable

KA3. Banking regulations relevant to the products offered by the Business Correspondent

KA4. Processes and methods of acceptable payments as stipulated by organization

KA5. Risk compliance and risk associated with various products

KA6. Procedure for the loan application process and documents required

KA7. Termination procedure and documents required for the same

KA8. The limit/restriction on transaction amount per day and per operation

KA9. Security procedures for handling sensitive customer information.

KA10. All relevant laws and regulatory procedures

KA11. Methods to format data and information required

KA12. Organization’s policy on maintaining inactive accounts

KA13. Escalation matrix in the case of customer grievances.

KA14. Point of contact in base branch to direct any queries

KA15. The procedure in the case of customer grievance and point of contact to resolve issues

Technical Knowledge

The user/individual on the job needs to know and understand:

KB1. Types of products offered and details of the same.

KB2. Products offered by other financial provides including other banks, NBFCs, money lenders etc. Bank’s objectives, its role, functions and structure

KB3. Maintenance and operating procedure for using equipment provided by bank such as POS (Point of Sale) machines, computers etc.

KB4. Procedure for conducting transactions such as cash deposits, withdrawals, debit/credit transactions etc with equipment provided or manually (kiosk, point-of-sale machine)

KB5. Procedure for updating transactions and depositing cash collected with bank branch

KB6. IT skills and operating procedures to update transactions, if applicable.

KB7. Procedure for digitally updating customer details, if required.

KB8. Factors that impact the creditworthiness of the customer.

KB9. Basic economic and financial concepts such as interest rates, profit/loss etc.

KB10. Basic accounting principles required to record bank transactions, if required.

Generic Skills

Writing Skills
The user/ individual on the job needs to know and understand how to:
SA1. Prepare reports and summary of the documents for review.
SA2. Prepare reports on status of leads and prospective customers

Reading Skills
The user/individual on the job needs to know and understand how to:
SA3. Read and understand organizational and regulatory guidelines
SA4. Read and verify legitimacy of documents submitted by prospective customers
SA5. Read and explain terms and conditions of various bank products to prospective customers

Integrity
The user/individual on the job needs to know and understand how to:
SA6. Maintain integrity with respect to customers’ time, sensitive documents and Communicate clearly with the customer using language that he/she understands.
SA7. Act objectively and in the best interests of customers and in

Mathematical Skills
The user/individual on the job needs to know and understand how to:
SA8. Make fast calculations while considering options.
SA9. Assess the impact on customer as and when a change occurs

Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA10. Listen to the customers and be able to offer products that are pertinent to their requirements.
SA11. Communicate clearly with the customer using language that he/she understands.
SA12. Communicate and share knowledge with peers and supervisors.

Professional Skills

Decision Making
The user/individual on the job needs to know and understand how to:
SB1. Determine what Banking Product is best for the customer based on needs assessment and financial status of the customer.
SB2. Make clear, logical decisions and portray confidence to the customers.

Plan and Organize
The user/individual on the job needs to know and understand how to:
SB3. Plan appointments with prospective customers; be prepared with appropriate plans prior to the meeting.
SB4. Organize work & time in order to maximize productivity.

Customer Centricity
The user/individual on the job needs to know and understand how to:
SB5. Make decisions taking into account customers’ best interests
SB6. Focus on developing long term customer relationships
SB7. Follow-up and provide support services consistently

Problem Solving
The user/individual on the job needs to know and understand how to:
SB8. Address problems arising either due to a technical issue, customer or administration related issues and escalate those issues beyond one’s role.

Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB9. Assess customers financial status and understand their financial capacity for the appropriate product
SB10. Draw insights from prospective customer interaction and refine marketing techniques

Motivation

The user/individual on the job needs to know and understand how to:
SB11. Be self driven, take initiatives and deliver results set by the organization and respective superiors

Critical Thinking
The user/individual on the job needs to know and understand how to:
SB12. Consistently obtain feedback and improve their performance
SB13. Exercise judgment in unforeseen situations which preserve company values and are in line with organizational guidelines