MODULE A: RETAIL BANKING
Retail Banking: Introduction
Characteristics of Retail Banking, Advantages of Retail Banking, Constraints in Retail Banking, Evolution of Retail Banking, Prerequisite for Success of Retail Banking, Challenges for Retail Banking Future of Retail Banking
Retail Banking: Role within the Bank Operations
Business Models
Applicability of Retail Banking Concepts and Distinction between Retail and Corporate/Wholesale Banking
Branch Profitability
Banking System: An Introduction; Banking in India, What is Profitability? What is Profit? Gross Profit, Operating Profit and Net Profit, Profit and Profitability in the context of Banking, Traditional Measures of Profitability, The ROA (Return on Asset), Return on Equity (ROE) for Banks, Branch Operating Efficiency, Strategies for Improving Efficiencies of Banking Operations, Factors Affecting Profitability of Banks in India, Profitability Analysis of Bank Branches, Steps to Improve Branch Profitability, Essential Factors to Make Continuous Improvement in Profitability

MODULE B: RETAIL PRODUCTS AND RECOVERY
Customer Requirements
Maslow’s Theory and Customer Requirements, Customer Requirements about Service Quality

Product Development Process

Product Development Process, Product Life Cycle, Product Lines of a Banker, Deposit Products or Liability Products, Credit Products or Asset Products, Other Products and Services, Other Fee Based Services – Distribution of third party products, New Product Development, Stages in New Product Development, Constraints in New Product Development, Product Management, Product Policy
Credit Scoring
What is a Credit Score?, Evolution of Credit Scoring, What is a Good Credit Score?, Credit Scoring Model, Managing the Credit Score, Positive Side of Credit Score, Warning Signs in Credit Score, Credit Information Companies in India, Issues in Credit Scoring, Mistakes in Credit Scoring, Troubleshooting Credit Score
Important Retail Liability Products
Demand Deposits : An Introduction, Current Deposit: An Introduction, Main features of Current Deposit Account, Advantage of Current Deposit Account, Documents required for opening various types of Current Accounts, Opening of Current Account, Operational Instructions in Current Account, Transfer of Accounts, Inoperative Accounts, Closure of Current Account, Savings Bank Account: An Introduction, Advantages and Importance of Savings Bank Deposits to Customers, Who Can Open a Savings Bank Account?, Deregulation of interest in Savings Deposit Account, Maintenance of Balance in Savings Bank Account and Interest Payment; Restrictions on Transactions in SB Account; Services offered in Savings Bank Accounts; Time Deposit – An Introduction; Periodicity of Time Deposit, Operational instructions, Interest on Fixed Deposit, Term Deposit accounts of minors, Premature Payment of FD, Operational Issues of FD, Advances Against Bank’s own Time Deposit Receipts, Renewal of FD, Recent Rule of RBI on overdue FD, Form 15 G/ 15 H, Deposit of TDS to Income Tax Department by Banks, 2 in 1 Account; Recurring Deposit (RD)
Important Retail Asset Products
Home Loans, Housing Loan under Prime Minister’s Awas Yojana (PMAY), Home Improvement Loans, Home Decor Loans, Auto/Vehicle Loans, Personal Loans, Educational Loans, Other Retail Loans, Processing of Retail Loans
Credit and Debit Cards
Credit Cards, Charge Cards, Pre-paid Cards, Debit Cards, Co-branded Cards, Contactless Cards
Remittance Products
Electronic Payment Systems, National Electronic Funds Transfer (NEFT), Real Time Gross Settlement (RTGS), Electronic Clearing Services (ECS), National Automated Clearing House (NACH) System, Aadhaar enabled Payment System (AePS), Bharat Bill Payment System (BBPS), Benchmarking India’s Payment System
Digitisation of Retail Banking Products
Technology in Retail Banking, Technology Processes in Retail Banking, Some Important User Friendly Features, Customer Analytics, Institute for Development and Research on Banking Technologies (IDRBT), Indian Financial Network (INFINET), Structured Financial Messaging System (SFMS), National Financial Switch (NFS), Indian Banking Community Cloud (IBCC), Wealth Management Solutions, Digital Lending
Role of AI and Technology in Retail Banking
Dimensions of Banking Technology, Banking Today, Relationship between Banking and Technology, Evolution of Banking Technology, A New Era in Banking, Evolution of Banking Technology in India, Challenges towards adoption of Technology by Indian Banks, Technology in Retail Banking, Benefits of Technology in Retail Banking, Artificial Intelligence (AI), Difference between Artificial Intelligence (AI) and Automation, Evolution of Artificial Intelligence, Artificial Intelligence Industry in India, Artificial Intelligence in Indian Banking Industry, Indian Banks and the Technology, Why AI in Banking Industry? Benefits of Artificial Intelligence Technology in Banking and Finance, Artificial Intelligence in Retail Banking, Artificial Intelligence in Retail Banking in India, The Challenges Facing India’s AI
Development, Benefits of AI in Retail Banking
Recovery of Retail Loans
Repayment in Retail Loans, Default and Re-scheduling in Retail Loans, Monitoring of Loan Accounts, Classification of Irregular Loan Accounts, Recovery Policy of Banks, Securitization and Reconstruction of Financial Assets and Enforcement of Security Interest Act, 2002 (SARFAESI Act), Debt Recovery Tribunal (DRT), Recovery through Lok Adalat, Engaging Direct Recovery Agents
Management Information Systems
The main elements of MIS, Role of Management Information Systems, Role of MIS in Improving decision making, Role of MIS in Banking Industry, Designing MIS for a Bank, Issues Related to Management Information System (MIS), Suggestions for Solution to MIS related Issues
Securitization
Securitization of Assets

MODULE C: SUPPORT SERVICES - MARKETING OF BANKING SERVICES/PRODUCTS
Marketing – An Introduction
Marketing in Retail Banking, Marketing Mix in Retail Banking
Delivery Channels in Retail Banking
Channel Experience, Physical/Direct Channels – Branch, Automated Teller Machines, Point of Sale Terminal, Mobile Banking, Internet Banking, Customer’s Liability on Unauthorized Electronic Transactions
Delivery Models
Delivery Models, Internal Customers – Staff at the Branch Level, Dedicated Marketing Managers, Direct Selling Agents (DSAs), Tie-up with Institutions/OEMs/Dealers, etc.
Customer Relationship Management in Retail Banking
Customer Relationship Management in Retail Banking, Why CRM?, Implementation Aspects of CRM in Banks, Implementation Process of CRM in Banks, Implementation Stages in CRM, Benefits of CRM, Impact of CRM on Customer Satisfaction
Service Standards for Retail Banking
Members of BCSBI, Main Aims and Objects, Code of Banks’ Commitment, Code of Banks Commitment to Micro and Small Enterprises, Function of BCSBI, Code Compliance Rating, Customer Grievances Handling Mechanism, General Information
Marketing Information Systems- A Longitudinal Analysis
Functions of MKIS, Components of MKIS, The MKIS Model, Observations, Usage of Computers in MKIS, Supports for Marketing Management, Supports for Marketing Mix Decisions, Use of Decision Models, Performance of MKIS, Recommendations, Advantages of MKIS

MODULE D: WEALTH MANAGEMANT
Importance of Wealth Management
Wealth Management – Broad View, Wealth Management Business Structures, Wealth management process, Wealth Management Products and Services, Alternative asset, Bond, Insurance, Mutual fund, Real estate Service, Retirement Planning, Strategic Business Strategy, Will Writing, Private Wealth Management, Personal Financial Planning, Wealth Management Assessment, Private Banking, Benefits of Wealth Management, Importance of Wealth Management
Investment Management
Element of Investment, Basics of Investment Management, Steps in Investment Management, Investment Banking, Services being offered by Full-service Investment Banks, Investment Bank Organizational Structure, Investment Management Vs Investment Banking, Portfolio Management, Objectives of Portfolio Management, Key Elements of Portfolio Management, Portfolio Management Vs Investment Banking, Role of Portfolio Manager, Portfolio Management Service Vs Mutual Funds (MFs), Types of Portfolio Management Services, Steps of the Portfolio Management Process, Advantages of Portfolio Management Services, Disadvantages of PMS, Recent developments in the Portfolio Management Services area in India
Tax Planning
Classification of Tax Structure in India, Financial Year, Assessment Year, Previous Year, Concept of Previous Year & Financial Year vis-a-vis Assessment Year, Residential Status for Income Tax, A few important terms in Income Tax, Heads of Income for computation of the total income, Income Tax Slab rate for FY 2021-22 (AY 2022-23), Conditions for opting New Tax Regime, Example for Old Tax Regime Vs New Tax Regime & which is better, Income Tax Slabs for non-individual entities, Investment Products for Tax Savings, Estate Planning-Tax Planning through Wills/Trusts, Capital Gains Tax
Other Financial Services Provided by Banks
Distribution of Third Party Products in Retail Banking, Mutual Fund Business, Insurance Business, Some Social Security Insurance Schemes, Cross Selling, Depository Services by Banks, Portfolio Management Services, Factoring, Other Agency Business by Banks
Additional Reading Material on Home Loans
Lender’s Appraisal Procedure
Appraisal Procedures, Application Form, Documents to be Submitted for Availing a Home Loan, Application Received through Agent, Appraisal of Loan Request, Other Relevant Issues at Pre-sanction Stage, Documentation; Mortgage, Registration of Documents, Detection of Forged and Fabricated Title Deeds, Other Securities, Registration of Charges with CERSAI on Security Internet, Monitoring, Closure of Account, Home Loan Frauds
Housing Finance and Tax Planning
Tax Benefits in Respect of Housing Finance
Mortgage Advice
Development of “Home Information Packs”, Time Value of Money-interest and Annuities, Capital Gains, Loan Calculator and Loan Amortization Schedule
Valuation of Real Property
Who does Valuation?, Land with Building, Life of Structures, Sinking Fund, Reverse Mortgage