Bank Clerk (Customer Service Associate) New Roles & Responsibilities as per 12 BPS

First, the title of clerk has been changed to customer service associate, and they now have more authority to operate in banks. The following is a list of the new responsibilities of bank clerks. Customer service associate(CSA) responsibilities (other than SBI): (w.e.f. 1″ April, 2024) :-

* Attending to customers across the counters for all routine clerical work other than supervisory work except specifically provided herein.

* Receipt of cheques, Drafts, Dividend Warrants, Pay Orders / Bankers Cheques and other similar instruments other than Bills and giving acknowledgements for the same in the counterfoil.

*Receiving and acknowledging inward thapals / letters / courier / speed post etc.

*Ensuring proper contents in the covers and envelopes including tapaals, Registered Post / Courier / Speed Post etc., before despatch of the same.

*Data entry in system of details of Account opening forms including Aadhar based documents after the documents are approved and verified by a supervisory staff.

*Updating and uploading in the system, KYC documents which are verified and approved by a supervisory staff.

*Following up and guiding the customers for completing the KYC, e-KYC / Re-KYC / c-KYC.

*Generation of CIBIL Reports.

*Generation of Statements of accounts in hard copy / soft copy and sending by post / mail / hand delivery as the case may be, at the request of the customers / a supervisory staff.

*Printing of Passbook including printing of Barcode / Branch, Customer details page, Transactions at the request of the customers / a supervisory staff, whenever required.

*Preparation and/or generation of Certificate of Balance from the system at the request of the customer for authentication/approval by a supervisory staff.

*Registering Standing Instructions of customers in the system for authentication by a supervisory staff.

*Registering Stop Payment Instructions of the customers in the system for authentication by a supervisory staff.

*Registering/entering (PPS) Positive Pay System letters in the system as are received from the account holders for further approval by a supervisory staff.

*Delivery of cheque books to customers after entering the details in the prescribed register and obtaining the acknowledgement from the customer, subject to approval by a supervisory staff.

*Delivery of Debit Card to customers after entering the details in the prescribed register and obtaining the acknowledgement from the customer, subject to approval by a supervisory staff.

*Recounting of cash in cash department/currency chest.

*Scanning and capturing of specimen signatures of account holders for authentication by a supervisory staff.

*Assisting an officer in Loan Recovery Department by writing letters to borrowers on overdue instalments, overdue notices, default advices, contacting borrowers for reminder, etc. either by sending mail or by contacting through phone.

*Generating or preparing intimation letters to the customers about due date of maturity of Deposits and seeking renewal of Deposits.

*Entry of Locker operations either in the manual register or in the system and assisting a supervisory staff for operation of Locker by the customers. (other than key holding).

*Generating or preparing intimation letters to customers for payment of Locker Renewal Fee.

*Follow-up with customer for recovery of locker fee overdues, by mail or on phone and sending letter in the prescribed format, in this regard.

*Feeding/uploading details of credit proposals, loan applications/ documents after authentication by a supervisory staff.

*Working in “May I Help You” counters.

*Working in Audit Departments to assist Internal Auditors in preparation of audit reports, related correspondence, etc.

*In dedicated and exclusive cash counters, there shall be no limit for accepting / paying cash from / to the customers.

*In other counters, receipt of cash and authorization of the cash received upto Rs. 50,000.

*Cash receipts for issuance of pre-signed DDs, etc. independently upto and including Rs. 50,000.

*Passing cash cheques and other like instruments independently upto and Including Rs. 50,000.

*Passing clearing/transfer vouchers/other similar instruments independently upto and including Rs. 1,00,000.

*Passing clearing and transfer vouchers and other similar instruments of Rs. 1,00,000 and above but upto Rs. 2,00,000 jointly with another Customer Service Associate/ upto Rs.2,50,000/- with Senior CSA (Cash) / upto Rs.4,00,000/- with Special CSA.

*Customer Service Associate may be utilized in Administrative offices / departments to work and assist officers in routine correspondence, follow up, generation of statistical data, returns and statements, working as Assistants to Executives, etc.

*To work in inward/outward clearing department/exclusive departments / specialized branches like Service Branch, Cheque Processing Centres etc., relating to this work and assigned duties like scanning of cheques, uploading, etc.

*Those who are required to work in night shifts/odd hours in specialized branches like Service Branch, Cheque Processing Centres etc., may be compensated by arrangement of conveyance, inconvenience allowance.

*Feeding Life Certificates of Pensioners in the system for authentication by a supervisory staff.

*Generating/preparing Clearing Return memos and forwarding the same to account holders.

*CSAs with required experience and certification, may be assigned to work as Telephone Operator.

*Assisting a supervisory staff in Loan department including dealing with Gold Loan/Jewel Loan including feeding of loan documents, etc. in the system (other than authenticating quality of gold/jewel pledged).

*Customer Service Associate may be utilized to work in Rural Development Department/Agri Loan Department to assist an officer in handling routine correspondence, generation of statistical data, inspection reports, etc.

*CSA may be utilized for assisting/to accompany an officer in recovery of loans outside the Branch/office subject to reimbursement of conveyance expenses and out of pocket expenses, and overtime wages, if any payable.

*Customer Service Associate may be utilized for acquisition of new business, marketing, guiding the customers about digital/other banking products/loan products within office hours and without any assigned targets.

*Banks may utilise CSAs in exclusive marketing work/team/ department outside the Branch / Office by providing guidelines. Facilities like reimbursement of conveyance expenses (other than provided in clause 16)/petrol charges, out of pocket expenses, mobile phone bills upto a prescribed ceiling per month, lunch expenses, entertainment expenses, vehicle parking charges, etc. wherever required may be decided at each Bank level.

(Banks may evolve proper guidelines for selecting staff for this exclusive marketing work based on defined criteria, suitability, product knowledge, aptitude, special qualifications on marketing, etc.

*Banks should evolve SOPS / guidelines for allocation of work to Customer Service Associates who are persons with benchmark disabilities.

*Customer Service Associate may be sent on deputation to Bank’s own training establishment/s or to any organization / Institution outside of the Bank.

*CSA may enter and feed the details of remittances under NEFT and RTGS but authorization and responsibility thereof shall be of a supervisory staff.

*Assisting the customers to activate net banking / mobile banking facility, sensitising customers about digital products, loan products, and available alternate delivery channels.

*Working in Advances / Credit Department and generating CERSAI from Cersai portal.

*Feeding data in Cersai portal for further verification & authorization by a supervisory staff.

*In Forex Department, CSA may be asked to work as a maker in inward remittance, outward remittance, realisation of Export Bills, Letter of Credit lodgment for Import and Export Bills, View Swift credit entries and sending intimation of the same.

*To work in I.T. department to undertake duties that are done by RCC or at Helpdesk like running a patch programme, Maintaining records of Hardware etc. (employees with qualification of BCA, B.Tech, MCA, etc. may be entrusted with such duties).

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Duties of subordinate staff in Bank

In addition to the duties of the sub ordinate staff cadre they will be required to perform the following duties :

DUTIES OF CASH PEON:

1. To take money orders, to buy stamps etc., which involves carrying of cash not exceeding Rs.5000/- and to carry insured letters etc. to post office;

2. to Stitch currency note bundles;

3. to stitch and seal parcels and packets containing currency notes;

4. to transit cash from the bank to an office outside or vice versa, if unaccompanied by a watchmen/Armed Guard.

DUTIES OF DAFTARY :

1. Obtaining acceptance of bills of exchange, hundies etc., drawn on local parties or banks and /or collecting payments thereof.

2. Collecting payments for cheques or postal order etc., from banks or post office counters. They may also required to collect cash not exceeding Rs. 5,000/- at a time against various instruments.

3. Simple binding of books and registers;

4. Press-copying;

5. Filing independently letters and other papers in respective files as per indications marked thereon;

6. Assisting in issuing stationery;

7. Stacking under guidance, old records in orderly manner and assisting in giving them out when required; and

8. Undertaking the whole process of sorting, arranging; numbering, tallying the total number of and stitching the vouchers.

DUTIES OF HEAD PEON :

Required to assist in supervision of various matters pertaining to subordinate staff like:

1. Cleanliness of the office premises;

2. Cleanliness of the uniforms;

3. Leave arrangements;

4. Arrangements for safe-keeping of keys; and

5. Distribution of duties amongst the subordinate staff.

LIFTMEN:

Required to operate the lifts on regular assignment.

WATCHMEN:

Other than "Armed Guards" who are required to perform watch and ward duties, i.e. to watch or look after the premises or a department for the purpose of its safety, security and guard against infiltration and removal of the bank's property by any unauthorized persons AND/OR to watch and guard as above, the movement of cash from one place to another inside the bank premises or outside, where an armed guard is not employed at the Branch/Office.

ARMED GUARDS:

Required to perform watch and ward duties i.e. to watch or look after the premises or department for the purpose of its safety, security and guard against attack or assault or infiltration and against removal of the Bank's property by any unauthorized persons AND/OR to watch and guard as above the movement of cash from one place to another whether inside or outside the Bank, for which purpose they are required by the Bank to carry

any of the following weapons:-

(i) Gun, Pistol or any other fire arm; or

(ii) Dagger, sword, khukri, or spear; or

(iii) Any other licensed weapon.

Note:

'Retainer' : Peon (other than watchmen) whose names are registered in the Bank's licence as 'Retainers' will, when they perform "Armed Guard" duties, be entitled to special pay for "Armed Guards" pro-rate.

BILL COLLECTORS:

1. Obtaining acceptance of bills of exchange, hundies etc. drawn on local parties or banks and/or collecting payments thereof:

2. Collecting payments for cheques or postal orders, etc. from banks or post office counters;

3. They may also be required to collect cash not exceeding Rs.4000/- at a time against various instruments.

AIR-CONDITIONING PLANT HELPERS:

Persons who under the supervision of the technician attend to routine maintenance of and minor repairs to Air conditioning plants.

ELECTRICIANS:

Their work involves carrying out semi-skilled electrical work like routine maintenance of electrical equipment, effecting minor repairs to electrical fixtures and applications.

DRIVERS:

Required to drive, maintain and effect minor repairs (not requiring a technician's skill) to motor cars, motor vans, station wagons, scooters, motor cycles or other motor vehicles.

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Duties of Clerical Staff in Bank

SINGLE WINDOW OPERATOR – A (SWO-A)

The following duties shall form part of the normal duties of the clerical cadre and for the performance of which no special pay shall be payable.

(a) Acknowledgments of inward mail received.

(b) Receipt of cheques, drafts, dividend warrants, pay orders and other like instruments other than bills and giving acknowledgment in the counterfoil.

(c) Delivery of cheque books subject to authorisation by competent authority.

(d) Issue cash receipt.

(e) Issue of ESI stamps wherever applicable or may become applicable.

(f) Recounting of currency notes by cash department staff.

(g) Ensuring the proper contents in covers and envelopes including registered ones before dispatch.

All clerks shall also perform all duties and functions of their cadre, either online or manually, which does not involve any passing or supervisory function of an officer of the bank. The clerk will wherever and whenever required, function as a Single Window Operator and perform the following duties duties:

a. Passing and cash payment of all cheques/withdrawal forms/banker’s cheques/ gift cheques/ etc. upto and including Rs. 10,000/-.

b. Passing independently clearing and transfer cheques, vouchers, etc. (whether credits or debits) upto and including Rs. 15,000/-.

c. Receipt of cash and issuance of pre-signed drafts/ gift cheques/ travelers cheques/ pay orders/ bank orders, etc. upto and including Rs. 15,000/-.

DUTIES OF SINGLE WINDOW OPERATOR - B (SWO-B)

In addition to the duties of SWO-A as stated above, the duties of Single Window Operator - B will include:

a. Passing and cash payment of all cheques/ withdrawal forms/ bankers’ cheques/ gift cheques, etc. up to and including Rs. 20,000/-.

b. Passing independently clearing and transfer cheques, vouchers, etc. (whether credits or debits) up to and including Rs. 25,000/-.

c. Receipts of cash and issuance of pre-signed drafts/ gift cheques/ travellers’ cheques/ pay order/ bank orders, etc. upto and including Rs. 25,000/-.

DUTIES OF HEAD CASHIER II (HC-II)

In addition to the duties of clerical cadre, the duties of HC-II will involve holding bank’s cash, key and/or other valuables in safe custody jointly with an officer and being accountable for them and being responsible for the running of the cash department:

1. Opinion Compilation;

2. Verification of vernacular signatures/endorsements;

3. Countersigning cheques and/or drafts (on selves or correspondence), payment orders, deposit reaccepts, etc.

4. Attending to Government Treasury work;

5. Discharging/endorsing bills, cheques, etc.;

6. Being in charge of clearing and godown departments, etc.;

7. Passing independently clearing and transfer cheques, vouchers, etc. (whether credits or debits) upto and including Rs. 50,000/- and cash vouchers up to Rs. 50,000/- jointly with an authorized person.

DUTIES OF SPECIAL ASSISTANTS (SA)

The duties of Special Assistants will be accountable and responsible for running of the department/section under them and their duties will involve looking after and checking the work of other clerk or clerks and substaff and will include:

1. Passing independently, manually or online, cash instruments up to Rs. 35,000/- and clearing and transfer cheques, vouchers etc., (whether credits or debits) up to and including Rs. 1,50,000/-. Passing will include verification of signatures and scrutiny as to the correctness of endorsement on and other particulars of such instruments. There shall be no limits for verification of signatures, passing authenticated credit vouchers/ entries and verifying authenticated vouchers in the ledgers, books,computer print-outs etc.

2. Accept, verify and post cash/ transfer/clearing cheques and other instruments, as the case may be, in appropriate of accounts/ ledgers, either manually or online and give due acknowledgements.

3. Signing vouchers, checks, drafts, mail transfers, pay orders, advices such as non payment advices, inter branch fate calling advices, bill schedules, demand notices, statement certificates etc.,

4. Checking all vouchers, advices, statements, cheques, drafts etc., bill and books of accounts including current savings and other ledgers, cash, postal and revenue stamps, franking machine balances,exchange, discount, brokerage calculations and initialing by way of authenticating them for accuracy/correctness;

5. Checking, manually or online, current, savings and other accounts.

6. Checking the coding and decoding of telegram (Excluding cheque symbols or ciphers)

7. Discharging, endorsing cheques, bills, etc,

8. Perform when required in a computerized set up, system control functions either jointly with an officer and independently, upon specific authorization in this regards;

9. Briefly explain, the features so bank’s various products and services to customers, to reply their queries and to refer interested to appropriate personnel.

10. Inspecting godown (only in banks where such work is already done by the workman)

For the purpose of efficient and effective functioning of the section or department the special assistant shall ensure that all acts, things and steps necessary therefore are taken by himself or by the clerks placed under him and shall ensure that, wherever necessary:

a. Reminders are sent on time and follow up

b. Pass sheets/books are filled up and issued promptly

c. Deposits are renewed on due dates or reminders sent to the parties

d. Standing instructions are complied with

e. Bills are accepted and due dates diarised/advised and followed up

f. Interest, commissions and service charges are collected

g. Proceeds of bills are received or remitted promptly;

h. Confirmation of balance of accounts of the customers and its follow up.

i. All securities relating to the department/section of which the special assistant is in charge are secured

and/or kept in proper custody and properly handed to authorized person at the close of the day.

j. Balances promptly taken, tallied and reported and followed up and also returns submitted;

k. Advices and/or duplicate advices/summaries are issued/responded promptly, whenever called for;

l. Checking the proper recording of entries and all relevant particulars in th regard to accounts opened under due authorization.

DUTIES OF UNIVERSAL TELLER: (UT)

In addition to the duties of clerical cadre, duties of UT shall be as under:

1. Receive cheques/ withdrawal forms/ demand drafts/ bankers’ cheques, process, verify that the instrument is correctly drawn, verify customers account details, operational instructions and correctness of endorsements;

2. Verify customer’s signature, post transactions in branch computer system and authenticate/ independently pass and make payment of cheques/ withdrawals forms/ demand drafts/ bankers’ cheques up to and including Rs.35,000/-;

3. Receive Cash and whenever necessary, stamp, sign and issue counter slips/ acknowledgements up to and including Rs.40,000/-;

4. Accept cash from Head Cashier, maintain and manage records, tally cash and hand over remaining cash to Head Cashier and generation of relevant/ required reports;

5. Update pass books;

6. Accept instruments for transfer, give due acknowledgements, process, post and authenticate/pass independently up to and including Rs.1,00,000/-;

7. Prepare print and issue remittance instruments i.e. DD/MT/BC and relative advices wherever required, paste protective tapes and punch values where applicable and sign them independently up to and including Rs.25,000/-.

8. For DD/MT/BC beyond Rs.25,000/- the Universal Teller will be required to print and only sign as second signatory.

9. Accept instruments for clearing/collection and give due acknowledgements;

10. To briefly explain the features of Bank’s various products and services to customers, to reply their queries and to refer interested customers to appropriate specialized sales personnel.

DUTIES OF AGRICULTURAL ASSISTANTS:

In addition to the duties of clerical cadre, Agriculture Assistant’s duties will be as under:

(1) To assist in the bank's lending and/or operations for agricultural development and/or financial assistance to small enterprises (other than small scale industries) such as vegetable/fruit vendors, artisans, self employed persons including beneficiaries under the DRI scheme.

(2) To distribute and collect application forms and assist the farmers/small borrowers in filling up the forms.

(3) To scrutinise application forms, title deeds, farm plans etc. to ensure that applications are complete in all respects and the particulars furnished in the forms are prima facie in order and for this purpose he may be required to visit the farms for verification and for collection of relevant data.

(4) To take necessary steps to ensure that the periodical details, as called for, are received from the farmers/small borrowers in time.

(5) To keep in constant touch with farmers and to bring any adverse features to the management's notice.

(6) To verify farms, all farms machinery, equipments, tractors, live stocks, pumpsets etc. at stipulated intervals.

(7) To verify proper utilisation of the bank's loans or the progress in work in respect of which loans are granted and to furnish reports on such verifications.

(8) To make efforts and effect recoveries upto amounts not exceeding Rs. 12,500/- from farmers/small borrowers from their place of work; residence, subject to the necessary arrangements being made in regard to fidelity and transit insurance and personal risk insurance by bank.

Note :

Banks will evolve appropriate procedure about issuance of provisional receipts etc. of the cash not exceeding Rs.12,500/- collected on a day by an agricultural assistant from the agricultural/small borrowers/depositors.

(9) To assist in the deposit mobilisation efforts by encouraging farmers/small borrowers to deposit their savings in the bank.

(10) To collect information about the condition of crops in the villages.

(11) To collect necessary data from determination of village adoption for financing of agriculture, like farmers' land holdings, availability of infrastructural facilities, source of irrigation, use of tractors, pump sets, etc. credit facilities, available in village, recovery performance and the like.

(12) To maintain liaison with land Record and Registration Offices and other Governmental/ Developmental agencies for expeditious handling of the banks' work.

Note :

With a view to making optimum use of the technical skill of the agricultural/ development assistant, normally he may not be entrusted with the usual clerical work, but where necessary, he may be asked to do the clerical work.

DUTIES OF STENOGRAPHERS :

In addition to the duties of clerical cadre, the duties of Special Assistant will involve taking dictation in shorthand and/or type letters, statements, documents etc. and also attend to secretarial work.

DUTIES TELEPHONE OPERATORS : (TO)

In addition to the duties of clerical cadre , TO’s duties will involves operating a telephone PBX board with a minimum of three external lines on regular assignment.

DUTIES TELEX OPERATORS : (TXO)

In addition to the duties of clerical cadre , TXO’s duties will involve operating a telex machine on regular assignment.

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