| Chapters | Details |
| Banker-Customer Relationship | Requirements to be Called a Bank, Banker-Customer Relationship, Bank as a Trustee, Bailee Bailor Relationship, Agent-Principal Relationship, Lessor and Lessee, Indemnifier and Indemnified, Different Deposit Products or Services, Services to Customers and Investors. |
| AML-KYC Guidelines | Money Laundering & Financing of Terrorism Risks, AML Framework in India, Know Your Customer Policy, Organisational Set-up for AML, Obligations under PMLA, Risk Management, Obligations under International Agreements, FATF Identified Jurisdictions, Correspondent Banks, Reporting Under FATCA/ CRS, Reporting Obligations, Implications of Non-compliance of PMLA Obligations, Secrecy Obligations. |
| Operational Aspects of KYC | Know Your Customers (KYC) Norms, Wire Transfers, Other Operations - Regulations, Central, KYC Records Registry (CKYCR), Monitoring of Transactions. |
| Opening Accounts of Various Types of Customers | Personal Accounts, Accounts of Other Customers, Norms for Opening Current Accounts, Obtaining Photographs of Account Holders, Legal Entity Identifier. |
| Operational Aspects of Deposit Accounts | Salient Feature of Deposit Accounts, Interest on Deposit Accounts, Prohibitions & Exemptions, Inoperative Accounts & Unclaimed Deposits, Operational Instructions in Joint Accounts, Nomination Facility, Other Operational Guidelines, Attachment Orders, Procedure for Submission of Records to Statutory Authorities. |
| Operational Aspects of Handling Clearing/Collection/Cash | Cheque Truncation System (CTS), RBI Guidelines on Collection of Instruments, Cash and its Custody, Security Arrangements at Branches and ATMs |
| Banker's Special Relationship | Mandate – Definition, Power of Attorney (POA) – Definition, Banker's Lien, Right of Set-off, and Right of Appropriation. |
| Foreign Exchange Remittance Facilities for Individuals | Evolution of FEMA, Definitions, Bringing in and Taking out Foreign Exchange, Inward Remittances, Outward Remittances, and Indo - Nepal Remittance Scheme. |
| Operational Aspects of NRI Business | Permitted Accounts in India for NRIs and PIOs, Accounts in India of Foreign Nationals Visiting India, Special Non-Resident Rupee Account – SNRR Account, Remittance of Assets Held by NRIs/ PIOs, Acquisition and Transfer of Immovable Property in India by a Non-Resident Indian (NRI), Creation of Charge on Immovable Property in India, Repatriation of Income and Sale, Proceeds of Assets Held Abroad by NRIs, and Investments by NRIs/ PIOs. |
| Foreign Currency Accounts for Residents and Other Aspects | Types of Accounts Permitted, Foreign Currency Denominated Accounts in India, Permitted Foreign Currency Accounts Outside India Remittance of Assets by Foreign Nationals not Being PIOs, Modes of Acquiring Property Outside India by a ResidentForeign Contribution (Regulation) Act 2010 |
| Cash Management Services and Its Importance | Developments in CMS, Importance of Cash Management System, Types of Cash Management Services, Challenges and Issues |
| Payment and Collection of Cheques and Other Negotiable Instruments | Negotiable Instruments Act, Payment of a Cheque, Payment in due course – Section 10,Liability of the Paying Bank – Section 31, Collection of Cheques – Duties of a Collecting Bank, Endorsement of Cheques, Crossing of Cheques, Forged Instruments, Bouncing (Dishonour) of Cheques. |
| Responsibility of Paying Bank | Negotiable Instruments Act and Paying Banks, Liability of Paying Banker when Customer's Signature on the Cheque is Forged, Payment to be in Due Course for Bank to Seek Protection, Payment in Good Faith without Negligence of an Instrument on which Alteration is not Apparent, Payment by Bank Under Mistake Whether Recoverable Cheque Truncation. |
| Responsibility of Collecting Bank | Statutory Protection to Collecting Bank and Duties of the Collecting Bank |
| Ancillary Services | Remittances: Introduction, Demand Drafts (DD) and Banker's Cheques (BC), Mail Transfer (MT), Telegraphic Transfer (TT), National Electronic Funds Transfer System (NEFT), Real Time Gross Settlement System (RTGS), Electronic Benefit Transfer (EBT) Scheme, Mobile Banking in India, Electronic/Digital Payments, Safe Deposit Lockers, Portfolio Management Services, Merchant Banking, Government Business, Levying of Service Charges. |
| Financial Inclusion & Financial Literacy | Financial Inclusion by Extension of Banking Services, Use of Mobiles/Tablets in Financial Inclusion Drive, Financial Literacy, Rural Self Employment Training Institutes (RSETI). |
| Customer Service Guidelines | Customer Service in Banks, Policy for General Management of the Branches, ATM Operations, Security Issues and Risk Mitigation Measures, Service at the Counters, Information to the Customers, Special Arrangements at Branches, and Other Provisions. |
| Duties & Rights of a Banker and Customer Rights | Duty of Secrecy & Confidentiality, Duty of Reasonable Care, Garnishee or Attachment Order, Bank's Rights, Customer Awareness, Banking Codes and Standards Board of India, Obligations on the Customer. |
| Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 | Model Policy on Grievance Redressal, Internal Machinery to Handle Customer Complaints/Grievances. The RBI - Integrated Ombudsman Scheme. |
| The Consumer Protection Act, 2019: Preamble, Extent and Definitions | Purpose of The Act, Preamble and Extent, Act not Overriding on Any Other Law, Salient New Aspects of CPA 2019, Definitions, Various Fora Consumer Protection Councils, Central Consumer Protection Authority, Consumer Disputes Redressal Commissions, Jurisdictions of Commissions, Complaints to District Commissions, Complaints to State Commissions/ National Commission, Appeals Against Orders of District/ State Commission, Other Aspects, Mediation Process, Product Liability, Unfair Contracts, and Data Protection. |
| The Right to Information Act, 2005 | Applicability, Definitions, Right to Information, Obligations of Public Authorities, Designation of Public Information Officers, Procedure for Obtaining Information, Disposal of Request, Appeal, Orders in Appeal, Central Information Commission, State Information Commission, Penalties, and Act to Have Overriding Effect. |
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