Did you know that banks must ensure zero liability for customers in case of fraud—provided they report it within three days? Yes, understanding banking security and customer service is crucial for every banker, especially if you’re preparing for the JAIIB exam.
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- ✅ Security measures & fraud prevention strategies
- ✅ Customer rights & banking liability policies
- ✅ Service hours, special banking arrangements & grievance redressal
Whether you’re a banking professional, JAIIB aspirant, or someone keen on learning secure banking practices, this video is a must-watch.
Watch the full video for a detailed breakdown:
🏦 Understanding Secure Banking & Customer Services (Timestamp Breakdown)
🔹 00:00 – Introduction to Secure Banking Practices
Banks are continuously upgrading their security systems. With the rise of cyber threats, customers now receive instant alerts on transactions to prevent fraud. Two-factor authentication (2FA) is mandatory for CNP (Card Not Present) transactions, reducing liability for customers.
🔹 00:44 – How Banks Handle Online Frauds & Liability Rules
Banks follow a zero liability policy if fraud is reported within three days. However, if there’s customer negligence, the liability shifts accordingly. Banks also have multiple fraud-reporting channels—SMS, email, toll-free numbers, and net banking.
🔹 02:38 – Service at the Counter: Enhancing Customer Satisfaction
Customer satisfaction is top priority! Banks must provide uninterrupted services and even extend non-financial transactions beyond normal hours. Special counters may be opened in high-traffic branches.
🔹 04:00 – Banking Timings: What You Need to Know
Banks have flexibility in setting their working hours but must adhere to:
- ✅ Minimum 4-hour business window on working days
- ✅ Adjusted hours for rural branches based on local needs
- ✅ Compliance with Shops & Establishments Act
🔹 06:52 – “May I Help You” Counters: Why They Matter
All major bank branches (except small ones) must have a dedicated help desk for customer queries regarding forms, loans, and services. This ensures efficient & hassle-free banking for everyone, including senior citizens and first-time customers.
🔹 09:43 – Complaint Handling & Grievance Redressal System
Banks must maintain a physical complaint box & an online grievance system. Customers can lodge complaints via:
- 📌 Physical complaint box in the bank
- 📌 Online portals & email
- 📌 Direct branch visits & helplines
[FREE EPDF] JAIIB Financial Inclusion | PPB Module A Chapter 16 Part 2
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Conclusion
Mastering secure banking practices & customer service is crucial for all banking professionals. This session covered:
- ✔️ Fraud prevention & liability policies
- ✔️ Banking service hours & customer rights
- ✔️ Grievance handling & transparency measures
💡 What’s Next? Implement these insights at work, discuss in your study groups, and crack your JAIIB exam with confidence! 🚀
💬 Got questions? Drop them in the comments—we’ll be happy to help! 📩 Subscribe & hit the bell icon for more in-depth banking sessions. 🔔
Happy Learning! 🎓
