Page 31 - Banking Finance August 2019

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status tracking by complainant, time bound auto escalation,
compliant with time limits laid down by RBI, feedback from
complainant to check the quality and root cause analysis and
effective action on common grievances to avoid recurrence.

EASE for senior citizens and the differently abled: Banks
has to provide doorstep banking, preference in service, or
dedicated counters; free cheque book issuance without visit,
online Update of pension life certificate, automation
benefits of senior citizens accounts, visually handicapped
may withdraw through authorized person, providing TDS
exemption forms proactively.

Introduction of EASE ranking on customer EASE: Annual
EASE ranking survey to measure banks customer EASE through digital payments: RuPay debit card to all
responsiveness, assessed on all EASE items through customer PMJDY account holders, Aadhaar -seed all operative current
survey and objective measurement. Ease Ranking Index to & saving accounts as per prevention of Money -Laundering
be published annually. Rules, Enable Aadhaar seeding through OTP on mobile,
Massive expansion in Aadhaar enabled payment points
EASE for the borrower : Online facility for home, education,
vehicle and other personal loans with 100% processing on Customer protection against cyber frauds: Ensure credit
automated basis, for time bound decision, making and back against unauthorized debit in electronic transaction,
transparent status-tracking, digitalize non retail credit Real-time alerts for customer protection, free customer
appraisal process on end to end basis, step up cash flow level security updates for apps
financing substantially, rationalize decision making layers. Y Service is an important part of maintaining enduring
client relationships, which is key, factor to generate long
Proactive reach out to borrowers: Dedicated feet on street term revenue. The successful entrepreneurs identify the
as against reliance on branch based reach in access to importance of service excellence. A polite and
finance as a result of enhanced bankability of proposals, empathetic interaction with a customer service creates
reach out entrepreneurs in association with chambers of a huge difference. Customer wants services to be a one
commerce and industry associations. stop endeavour. Customer service representatives must
be accessible, knowledgeable. Service excellence is the
EASE through near home banking: Banking outlets within act of taking care of the customer's needs by providing
5 km of every village as approved by State Level Bankers' and delivering professional, helpful, quality service and
Committees, most branch based services through bank assistance before, during and after the customer's
mitras for branchless banking, mobile ATM in every requirements. Characteristics of an excellence customer
underserved district by the district lead bank, with pre service include.
announced programme of availability to customers at Y Promptness: Delivery of products must be on time.
various locations Delays and cancellations of products should be avoided.
Y Politeness: Politeness is an art of saying hello, good
Social security through micro insurance: Massive
afternoon; sir and thank you very much are using good
expansion in micro insurance coverage by tagging with
manners whether the customer purchases a product or
MSME, agriculture and other retail loan disbursements to
not is also a part of customer excellence.
cover borrowing individuals & employees of borrowing
entities, under Pradhan Mantri Suraksha Bima Yojana and Y Professionalism: Customers should be treated
Pradhan Mantri Jeevan Jyoti Bima Yojana professionally, means staffs have competence or skilled.

BANKING FINANCE | AUGUST | 2019 | 31