THIS IS DEFINITELY NOT PREVENTIVE VIGILANCE
Rules are meant to help people - not to harass them
One customer goes to a branch – tells the officer that he is changing his signature and hands over the revised specimen signature card . He further requests, not only once but twice, that his revised signature may please be captured in the system so that when he issues a cheque with the new signature it will be passed. Alas! The cheque when presented in clearing was returned with the remark “signature differs”. When the customer approaches the branch, there is some new officer in that seat, who insisted on proof of having delivered such request even to listen to the incident. The customer, feeling helpless, chose not to complain.
Taking risks are part of normal banking.
The fear of anything untoward happening can at best should be a warning factor and not a factor for procrastination
One of our administrative offices has issued a cheque payable to Chennai Telephones. It carries 2 signatures and one signature is not captured. The branch returned the cheque to another branch which sent this with a remark, “ signature does not tally – needs confirmation “. The branch which had returned could have called the administrative offices( telephone number written behind the cheque)
Banking is nothing but common sense
One customer approaches the branch with copies of his account statements downloaded from internet ; he wants the officer to authenticate the statements as he is submitting them to U K High Commission. The officer refused to sign the statements saying that these accounts are kept at other branches and that he can sign only for the statement pertaining to that particular branch. The moral of the story is that we are still in branch banking conveniently forgetting that we can access all branches of the Bank.
Compliance in the normal way
One customer approached the branch for return of his home loan documents. Even after a lapse of 6 months it was not returned even though the loan was closed. The customer was hearing stories / excuses all along for non-return of the documents. The branch is blissfully unaware of the commitment the Bank has made to its customers under BCSBI that the title deeds should be returned by branch pro-actively within 15 days of loan closure failing which penalty can be claimed by the customer
Putting blame on technology
A senior citizen approached the branch for interest on his deposits. He was informed that TDS has been deducted by the system. The customer said he has already given 15H but somehow reconciled to the branch action. He asked for the TDS certificate and found an excess of Rs.16 having been deducted in his account. The officer coolly said it is the system that makes such entries and that he has no control over the system generated data
Casualness in approach
In another case a customer was issued an ATM card. The customer when he tried the card at various ATMs got frustrated and came back to the branch. 2 or 3 visits were made by the customer. Finally it was found that the branch did not activate the card in its system. It was told to customer “it was a system error and since rectified”
Delay in a relay
A customer demanded cheque book. On its own, the branch chose to recommend to CDPC for issue of a name printed cheque. The customer needed a cheque book immediately. The beautiful cheque book with name was received after 15 days. Again the callous response was “we have to take extreme care in issuing cheque books to prevent frauds”. The customer could have been given an ordinary cheque book.
Empathize to excel
A retired employee of the bank approached for closure and renewal of his term deposit for earning the revised rate of interest as permitted in the manual. In handling this type of foreclosure, manual intervention is also required as the system calculated interest differential through the relevant module has to be manually vouched. The concerned staff did not vouch the difference and as a result the customer lost nearly Rs.1800 which was later found.
The rules are there and will always be there. They are meant only to protect the interests of the customer, the bank and its staff.
Banking is a function of both heart and brains. The man behind the machine is as relevant today as it was 100 years ago.
To sum up
Take good care of your customers
Take good care of your bank
You have already mastered Preventive Vigilance
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