INDIAN INSTITUTE OF BANKING & FINANCE

(ISO 21001:2018 CERTIFIED ORGANISATION)

Kohinoor City, Commercial-II, Tower-1, 2nd Floor, Kirol Road, Kurla (West), Mumbai - 400 070
Website: www.iibf.org.in

Certificate Examination for Business Correspondents/ Business

Facilitators
(Basic and Advanced)
Rules & Syllabus 2024
INTRODUCTION:
In order to ensure financial inclusion, several initiatives have been taken by the Government
of India and Reserve Bank of India. Business Correspondents (BCs) play an important role in
achieving financial inclusion. The BCs act as a bridge between Bank branches and the people
in the area. A BC is the first point of contact and the front face of the bank branch to the people.
In order to enable the BCs to be more effective, they need to be imparted the desired level of
knowledge. In this context, the Indian Institute of Banking & Finance (IIBF) has developed the
Certificate Examination for Business Correspondents/Business Facilitators in two levels: Basic
& Advanced Certifications.
OBJECTIVE:
This course is aimed at providing the knowledge inputs and skills set to BCs/BFs. The structure
of the courses are, therefore to provide basic knowledge in banking operations and help the
BCs/BFs in developing an overall understanding of the subject.
METHODOLOGY:
This Course has two components viz.,
a. Physical/Virtual Classroom Training.
b. Online examination for 50 marks for Basic Course and 100 marks for Advanced
Course based on a specially designed courseware on Inclusive Banking.
CERTIFICATION PROCESS:
RBI has designated IIBF as the sole certifying agency for the SCBs (including RRBs), SFBs
and the Payments Banks. For obtaining the certificate, a candidate should:
1. Register with the training Institute and undergo 28 hours of training for the Basic
Certification and 42 hours of training for the Advanced certification, as the case may
be;
2. After successful completion of the training, apply for the Basic/Advanced certification
Examination of the Institute;
3. Appear and pass the Examination;
There will be two distinct certifications as under:
• Basic certification: This certification is to be undertaken by the BC Agents who handle only
basic transactions like payment transactions, cash-in cash-out, remittances, etc.
• Advanced certification: This certification is to be undertaken by BC Agents who will be acting
as full-fledged BC’s covering all the activities as prescribed by the regulator.
A. TRAINING FOR BCs/BFs:
Training of BC/BF Agents is mandatory before appearing for the certification. The mandatory
training can be provided by the following institutes, as mandated by RBI.
a) Bankers Institute of Rural Development (BIRD)
b) National Institute for Entrepreneurship and Small Business Development.
(NIESBUD). Ministry of Skill Development and Entrepreneurship (MoSDE)

1
 c) Indian Institute of Bank Management (IIBM); and
d) The Banks, at their discretion may also provide mandatory training to BCs/BFs duly
adhering to the stipulated training structure/modules.
Accordingly, the training will primarily focus on skill development and improvement of functional
competency of BC/BF agents.
B. TESTING BY IIBF:
Only those candidates who have successfully completed the Training provided by the Training
Institute/Banks will be eligible to appear for Certificate Examination for BCs/BFs (Basic or
Advanced certification exam as the case may be). Candidates completing the Basic Training will
be eligible for appearing the Basic Certification examination and candidates completing the
Advanced Training will be eligible for appearing the Advanced Certification examination. This
test will have objective type questions and will be conducted in online mode. On successfully
passing the test/examination, the candidate will be issued a certificate from IIBF.
SYLLABUS:
In consultation with RBI, the syllabus for the BC certification has been revised. The detailed
syllabus for both the levels of certifications the examination is indicated in Annexure- I.
SUBJECT OF EXAMINATION:
 Inclusive Banking Through Business Correspondents (Basic Certification)
 Inclusive Banking Through Business Correspondents (Advanced Certification)
PATTERN AND DURATION OF EXAMINATION:
(i)The examination will be held in Online mode only
(ii)There will NOT be negative marking for wrong answers.
(iii)The pattern of exam for the BC’s of the Banks is outlined as under:

Sr. Particulars Number of questions and marks in Duration of

No. the question paper Examination
1 Basic Certification 50 questions for 50 marks 1 hour

2 Advanced Certification 100 questions for 100 marks 2 hours

The Institute may however vary the number of questions to be asked for a subject.
PASSING CRITERIA:
The Minimum marks for passing the BC Certification examination are detailed below:
 For Basic Certification: Minimum marks for passing will be 50% i.e. 25 out of 50
marks.
 For Advanced Certification: Minimum marks for passing will be 50% i.e. 50 out
of 100 marks.
TIME LIMIT FOR PASSING THE EXAMINATION:
(i) Candidates will be required to pass the examination in THREE ATTEMPTS within a period
of NINE MONTHS from the date of completion of Training.
(ii) Candidates not able to pass the examination within the stipulated time as stated above are
required to re-enroll themselves for the BC/BF training. After completing the training, they can
enroll afresh for the examination.
MODE OF CONDUCT OF EXAMINATION & EXAMINATION FEES:
The exam will be available under three models. Individual Banks will have the discretion to
choose the model which suits them best. The details of each model together with the examination
fees is indicated in the below mentioned table as well as in Annexure II.
The requirement (operational modalities) to be fulfilled by the banks under the “Hybrid Model” for
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the conduct of the examination by IIBF are detailed in Annexure – III.
Sr. Model of Certification Examination Fees#
No. Basic* Advanced*
First Next First Next
1 Model I: Hybrid Model 250.00 250.00 350.00 350.00
Logistic arrangements made by bank &
IIBF to offer internet- based test engine.
2 Model II: Bulk Model 400.00 300.00 800.00 400.00
Banks do bulk registration of BCs & all
other arrangements to be done by IIBF.
3 Model III: Regular Model 400.00 300.00 800.00 400.00
Candidates can directly register for the
examination.
#Plus Convenience charges and Taxes as applicable.
*It is not mandatory to qualify ‘BASIC’ for appearing in the ‘ADVANCED’ certification module. BCs
who qualify ‘ADVANCED’ module, need not appear for ‘BASIC’ module.
MEDIUM OF EXAMINATION:
Examination will be conducted in English, Hindi and other vernacular languages viz., Marathi,
Malayalam, Gujarati, Kannada, Oriya, Bengali, Tamil, Telugu and Assamese. The examination will
be conducted in bilingual mode.
PERIODICITY AND EXAMINATION CENTRES:
Under Model I: The schedule of the examination may be decided by the banks in consultation
with IIBF.
Under Model II: The examination will be held at mutually agreed dates and time for each of the
centres identified by IIBF.
Under Model III: The examination will be held as per the schedule devised by IIBF. The details
will be placed on the Institute’s website.
Candidates can enroll directly from IIBF website during the specified period of registration.
OR,
Candidates may visit nearest CSC centre and apply for the BCBF exams scheduled from Monday
to Friday except for public holidays
PRE-APPLICATION FOR ONLINE APPLICATION:
1) Applicant should have scanned copy of his/her i) Photograph ii) Signature and iii) ID proof
and iv) Proof of highest educational qualification, ensuring that all are within the required
specifications as under:
 Images format should be in JPG 8bit and size should be minimum 8KB and maximum
20KB.
 Image Dimension of Photograph should be 100 (Width) X 120 (Height) Pixel only.
 Image Dimension of Signature should be 140 (Width) X 60 (Height) Pixel only.
 Image Dimension of ID Proof should be 400 (Width) X 420 (Height) Pixel only.
 Image Dimension of qualification proof should be 140 (Width) X 60 (Height) Pixel only.
 ID Proof should contain Name, Photo, Date of Birth and Signature. Size should be
minimum 8KB and maximum 25KB.
 ID proof can be any one of the following: Aadhaar Card, Driving License, Election
Voter's Card, ID Card issued by Employer (with Photo & Signature), PAN Card,
Passport.
2) To make online payment, applicant should keep ready the necessary details about his/her
3
 Credit/ Debit Card/ Net Banking.
3) Applicant should have a valid personal email id. Admit letter of the examination will be
emailed to the personal email id only. It will also be available on our website for download.
No hard copy of admit letter will be sent through post/ courier etc.
STUDY MATERIAL/ COURSEWARE:
The Institute has developed a courseware separately for Basic & Advanced Certification
Course to cover the syllabus. The Institute has published two books titled 'Inclusive Banking
Through Business Correspondents’ (Basic Course) & 'Inclusive Banking Through Business
Correspondents’ (Advanced Course) covering the syllabus in English, Hindi, Marathi, Tamil,
Oriya, Telugu, Bengali, Assamese and Malayalam to facilitate study. These books are available
at outlets/ distributors of M/s. Taxmann Publication Pvt. Ltd. For more details, visit Institute's
web site. Candidates are advised to make full use of the same.
CUT-OFF DATE OF GUIDELINES/IMPORTANT DEVELOPMENTS FOR
EXAMINATIONS:
The Institute has a practice of asking questions in each exam about the recent developments/
guidelines issued by the regulator(s) in order to test if the candidates keep themselves abreast
of the current developments. However, there could be changes in the developments/ guidelines
from the date the question papers are prepared and the dates of the actual examinations.
In order to address these issues effectively, it has been decided that:
(i) In respect of the examinations to be conducted by the Institute for the period March to August
of a calendar year, instructions/ guidelines issued by the regulator(s) and important
developments in banking and finance up to 31st December will only be considered for the
purpose of inclusion in the question papers".
(ii) In respect of the examinations to be conducted by the Institute for the period September to
February of a calendar year, instructions/ guidelines issued by the regulator(s) and important
developments in banking and finance up to 30th June will only be considered for the purpose
of inclusion in the question papers.
The table given below further clarifies the situation.
Particulars Cut-off Date of Guidelines/ Important
Developments for Examination/s Developments for Examination/s
For the examinations to be conducted by 31st December 2023
the Institute for the period March 2024 to
August 2024
For the examinations to be conducted by 30th June 2024
the Institute for the period September 2024 to
February 2025

IMPORTANT RULES/ INFORMATION FOR CANDIDATES:

1. ADMIT LETTER OF EXAMINATIONS:
a. Admit letter to all eligible candidates will be emailed to the candidates in their email id
registered with the Institute, 10 days before the examination date.
b. Admit letter of all eligible candidates will be hosted on Institute's website
www.iibf.org.in under the menu 'Exam Related Notices', 1 week before the
examination date.
c. For downloading and printing of admit letter from the above mentioned website,
candidates will have to enter the following:
i. Membership or registration number as login id
ii. Profile password.
iii. If candidates do not remember their profile password, they have to click on the
'Forgot password/ Get Password' button after entering the Membership or
Registration number. On clicking the mentioned option, new edit profile password
4
 will be sent to their registered email id.
d. Candidates are required to produce printed copy of admit letter along with
Membership identity card or any other valid photo ID card in original (Aadhaar card/
/e-Aadhaar/Employer's card/ PAN Card/ Driving License/ Election voter's card/
Passport etc.) at the examination venue.
e. In the absence of printed copy of Admit Letter and Photo Identity Card,
candidates will be denied permission to write Examination.
2. MOBILE PHONES:
a. Mobile phones and other electronic/ smart gadgets (except calculator as permissible)
are not allowed in the examination hall. It is clarified that mere possession of mobile
phone and other electronic/ smart gadgets in the examination hall whether in switch
off mode or silent mode shall also be deemed to be resorting to adoption of unfair
means in the examination.
3. USE OF CALCULATOR:
a. Candidates will be allowed to use battery operated portable calculator in the
examination. The calculator can be of any type up to 8 functions i.e. (Addition,
Subtraction, Multiplication, Division, Percentage, Sq.-root, Tax+ and Tax -), 12 digits.
b. Attempt to use any other type of calculator not complying with the specifications
indicated above or having more features than mentioned above shall tantamount to
use of unfair means. Scientific calculator is not allowed.
4. OTHER RULES/ INFORMATION:
a. Candidates should ensure that they sign the Attendance Sheet.
b. Candidates are advised to reach the Examination Venue before the reporting time
mentioned in the admit letter. No candidate/s will be permitted to enter the
Examination Venue after the gate closing time mentioned in the admit letter.
c. No candidate will be permitted to leave the examination venue in the first 60
minutes from the scheduled start time of the examination.
d. Candidates should occupy the seat mentioned against each subject in the
Admit letter.
e. Candidates would be able to login to the system only with the password mentioned
in this Admit Letter. This password should not be disclosed to others. Keep it safe to
avoid the possible misuse.
f. If the examination could not commence on scheduled time or there is delay due to
Failure of power, Technical snag of whatsoever nature or for any such reason having
bearing upon the conduct of examination; candidates have to:-
i. Wait till resumption of power supply/ solving of technical snag.
ii. Take-up the examination at other venue arranged by the examination
conducting authority.
iii. Follow instructions given by the examination conducting authority.
g. Candidates are required to strictly follow all the instructions given by the examination
conducting authority during the examination and adhere to Rules of the examination.
h. Violation of any of the Rules/ Instructions, misuse of the Admit Letter will be
considered to be an act of serious misconduct and the Institute will take action as
per the Rules of the examination, which will also be reported to the employer of the
candidate.
5. RULES, PENALTIES FOR MISCONDUCT/ UNFAIR PRACTICES:
a. Communication of any sort between candidates or with outsiders is not permitted and
complete silence should be maintained during the examination.
b. Copying answers from other candidates/ other printed/ Electronic material or
permitting others to copy or consultation of any kind will attract the rules relating to
unfair practices in the examination.
5
 c. No candidate shall impersonate others or allow others to impersonate himself/ herself
at the examination.
d. No candidate shall misbehave/ argue with the Examination Conducting Authorities at
the centre.
e. Candidates have to compulsory return any papers given including that given for rough
work to invigilator.
f. Candidates should not possess and/ or use books, notes, periodicals, etc. in the
examination hall at the time of examination/ or use mathematical tables, slide rules,
stencils etc. during the examination.
If any candidate violates any of the above rules, it will be considered to be an act of
misconduct and he/she will be liable for punishment.
PLEASE REFER INSTITUTE'S WEBSITE UNDER THE MENU “EXAM RELATED
NOTICES” FOR DETAILS OF DEBARMENT PERIOD FOR UNFAIR PRACTICES
ADOPTED BY CANDIDATES DURING CONDUCT OF INSTITUTE'S EXAMINATIONS.
6. Result Advice/ Consolidated Marksheet/ Final Certificate
a. Result Advice of candidates will be hosted on Institute's website on declaration of
result, which can be downloaded by the candidates.
b. Candidates can download the same after entering login credentials using their
membership number and edit profile password.
c. Final certificates (Digitally signed certificate) will be sent through e-mail registered
with the Institute within 3 weeks after the declaration of result. The Paper
Certificate issued by the Institute is discontinued.
INTELLECTUAL PROPERTY RIGHTS
“The Institute conducts its examinations through Multiple Choice Questions (MCQs). These MCQs
are part of the Question Bank of the Institute and its Intellectual Property. As a matter of policy,
these MCQs and their answers will not be shared by the Institute with the candidates or others and
no correspondence in this regard will be entertained."
CONTACT DETAILS:
Register your queries through website www.iibf.org.in > Members/ Candidates Support Services
(Help) or email all your queries to [email protected]
CONTACT DETAILS: (For Model I and Model II)
Email id : [email protected]
Tel: 022-68507024
MEMBER SUPPORT SERVICE OFFICE:
Indian Institute of Banking & Finance
191-F, Maker Towers, 19th Floor,
Cuffe Parade, Mumbai - 400 005
Tel.: 022-2218 3302/ 2218 5134
FOR TRAINING/ CONTACT CLASSES RELATED QUERIES CONTACT:
Leadership Centre
Indian Institute of Banking & Finance
Kohinoor City, Commercial-II, Tower-I, 3rd Floor,
Kirol Road, Off L. B. S. Marg, Kurla West, Mumbai 400 070.
Tel.: 022-6850 7000
E-mail: [email protected]

6
PROFESSIONAL DEVELOPMENT CENTRES:
South Zone North Zone East Zone West Zone

Indian Institute of Indian Institute

Banking & Finance, of Banking &
Indian Institute of Professional Finance
Indian Institute of
Banking & Finance Development Centre, Professional
Banking & Finance
No.94, Jawaharlal Northern Zone, Development
Avani Heights, 2nd
Nehru Road, C-5/30, Safdarjung Centre
Floor,
(100 Feet Road), Development 192-F, Maker
59A, Jawaharlal
Opp.Hotel Ambica Area(SDA), Towers,
Nehru Road,
Empire, Vadapalani, Near SDA Local 19th Floor, Cuffe
Kolkata - 700020
Chennai - 600 026. Shopping complex Parade
Tel: 033-46032850
Tel:044 Outer Ring Road, Opp MUMBAI - 400
Email:[email protected]
24722990/24727961 IIT Delhi, 005
g.in
Email:[email protected] NEW DELHI-110 016 Email:head-
n Tel:011-2653 2194 / [email protected]
2191 (office) n
Email:[email protected]
n
CORPORATE OFFICE: Indian Institute of Banking & Finance, Kohinoor City,
Commercial-II, Tower-1, 2nd Floor, Kirol Road, Kurla (West), Mumbai - 400 070
Tel.: 022-6850 7000

7
 Annexure - I
Syllabus for the Certificate Examination for BCs /BFs (Basic Certification)
Courseware published by IIBF: Inclusive Banking Thro’ Business Correspondents (Basic
Course)

Module A :GENERAL BANKING

Chapter 1: Structure of Indian Banking and Types of Banks
1.1 Objectives
1.2 Introduction
1.3 Need of Banking Services
1.4 Meaning of a Bank
1.5 Structure of Indian Banking System
1.6 Functions of Banks
1.7 Regulation and Supervision of Banking in India
1.8 Recent Trends in Banking
Chapter 2: Various Deposit Schemes and other Services
2.1 Objectives
2.2 Introduction
2.3 Types of Deposits
2.4 Demand Deposits
2.5 Term Deposits (Excluding Hybrid Deposits or Flexi Deposits)
2.6 Insurance of Bank Deposits by DICGC
2.7 Remittances
Chapter 3: Account Opening, on-Boarding Process, KYC Mechanism and
Operations
3.1 Objectives
3.2 Introduction
3.3 Procedure for Opening an Account (including Aadhar based opening process)
3.4 Photographs of depositors
3.5 Specimen Signature
3.6 Nomination
3.7 Prevention of Money Laundering
3.8 RBI Guidelines in regard to AML/KYC
3.9 Closing an Account
Chapter 4: Grievance Redressal Mechanism in Banks and Banking Ombudsman
Scheme.
4.1 Objectives
4.2 Introduction
4.3 Meaning of Grievance
4.4 Common Grievances of the Small Customers
4.5 Model Policy on Grievance Redressal and its Principles
4.6 Customer Complaint
4.7 Present Grievance Redressal Mechanism in Banks
4.8 Banking Ombudsman Scheme
Module B : FINANCIAL INCLUSION AND ROLE OF BCAs
Chapter 5: Financial Inclusion and Banking for the Unbanked
5.1 Objectives
5.2 Introduction

8
 5.3 What is Financial Inclusion?
5.4 Need for Financial Inclusion
5.5 Present Banking Scenario
5.6 Initiatives of Reserve Bank of India
5.7 Business Correspondent and Business Facilitator Model
5.8 Role of Technology in Financial Inclusion
CHAPTER 6: BC/BF Model:A Vehicle for Financial Inclusion
6.1 Objectives
6.2 Introduction
6.3 Need for the BC/BF Model
6.4 Role and Responsibilities of Business Correspondents/ Business Facilitators
6.5 Who can be the Business Facilitators?
6.6 Who can be Business Correspondents?
6.7 Business Facilitators: Scope of Activities
6.8 Business Correspondents: Scope of Activities
6.9 Business Correspondent VS. Business Facilitator
6.10 Eligibility Criteria for Engaging Business Correspondents/Business Facilitators
CHAPTER 7: Risk and Fraud Management
7.1 Objectives
7.2 Introduction
7.3 Risk and fraud from the perspective of BCAs
7.4 Risk and Fraud Management
7.5 Do's and Don'ts for BC/BF including ethical practices to be followed while sourcing asset
and liability products.
CHAPTER 8: PMJDY, PMJJBY, PMSBY AND APY
8.1 Objective
8.2 Introduction
8.3 Pradhan Mantri Jan-Dhan Yojana (PMJDY)
8.4 Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY)
8.5 Pradhan Mantri Suraksha Bima Yojana (PMSBY)
8.6 Atal Pension Yojana (APY)
8.7 NPS/NPS –Swavalamban
Module C : TECHNICAL SKILLS
Chapter 9: Basic Technical Skills (handling Micro-ATMs, Biometric and other
Devices, Basic Connectivity issues)
9.1 Objectives
9.2 Introduction
9.3 IT Enabled Financial Inclusion Using BC Model
9.4 Technology for Low Cost Financial Inclusion
Chapter 10: Digital Banking Products
10.1 Objectives
10.2 Introduction
10.3 Need for Digital Banking
10.4 Various types of Cards
10.5 Mobile Banking
10.6 Internet Banking
10.7 Automated Teller Machines (ATMs)
9
10.8 POS (Point-Of-Sale) Terminals and Micro ATM
10.9 Aadhaar Seeding and e-KYC
10.10 APBS and AEPS
10.11 RuPay Cards
10.12 UPI, BHIM and Bharat QR
Module D: SOFT SKILLS AND BEHAVIOURAL ASPECTS
Chapter 11: Communication and Financial Counselling (Including Financial
Literacy and Financial Education)
11.1 Importance of Financial Education for Banks
11.2 Role of RBI in Financial Literacy
Chapter 12: How to Deal with Different Types of Customers?
12.1 Objective
12.2 Introduction
12.3 Soft skills and hard skills
12.4 Soft Skills to Build Relationships
12.5 Dealing with different types of customers
12.6 How to maintain trust in the client relationship?
12.7 How to deal with a complaint?
12.8 Do's and Don'ts for handling Customer Complaints
12.9 Duties of a Bank

Syllabus for the Certificate Examination for BCs /BFs (Advanced Certification)
Courseware published by IIBF: Inclusive Banking Thro’ Business Correspondents
(Advanced Course)

Module A: GENERAL BANKING

Chapter 1: Structure of Indian Banking and Types of Banks
1.1 Objectives
1.2 Introduction
1.3 Need of Banking Services
1.4 Meaning of a Bank
1.5 Structure of Indian Banking System
1.6 Functions of Banks
1.7 Regulation and Supervision of Banking in India
1.8 Recent Trends in Banking
Chapter 2: Various Deposit Schemes and other Services
2.1 Objectives
2.2 Introduction
2.3 Types of Deposits
2.4 Demand Deposits
2.5 Term Deposits (Excluding Hybrid Deposits or Flexi Deposits)
2.6 Insurance of Bank Deposits by DICGC
2.7 Remittances
Chapter 3: Account Opening, On-Boarding Process, KYC Mechanism and
Operations
3.1 Objectives
3.2 Introduction

10
3.3 Procedure for Opening an Account (including Aadhar based opening process)
3.4 Photographs of depositors
3.5 Specimen Signature
3.6 Nomination
3.7 Prevention of Money Laundering
3.8 RBI Guidelines in regard to AML/KYC
3.9 Closing an Account
Chapter 4: Accounting, Finance & Operations
4.1 Objectives
4.2 Introduction
4.3 Finance and Operations
4.4 What is Interest? (excluding Front ended interest & flat rate of Interest)
4.5 Equated Monthly Installment (EMI)
Chapter 5: Loans Advances : Retail Lending
5.1 Objectives
5.2 Introduction
5.3 Loans and Types of Loans
5.4 Retail Lending
5.5 Education Loans
5.6 Housing Loans
5.7 Overdrafts
5.8 Micro and Small Enterprises
5.9 Kisan Credit Card Scheme
Chapter 6: Principles of Sound Lending
6.1 Objectives
6.2 Introduction
6.3 Principles of Lending
Chapter 7 : Asset Classification and Methods of Recovery
7.1 Objectives
7.2 Introduction
7.3 Definition of NPA
7.4 Asset Classification
7.5 Important Aspects of Recovery
Chapter 8: Grievance Redressal Mechanism in Banks and Banking Ombudsman
Scheme.
8.1 Objectives
8.2 Introduction
8.3 Meaning of Grievance
8.4 Common Grievances of the Small Customers
8.5 Model Policy on Grievance Redressal and its Principles
8.6 Customer Complaint
8.7 Present Grievance Redressal Mechanism in Banks
8.8 Banking Ombudsman Scheme
Chapter 9: Overview of Financial Market
9.1 Objectives
9.2 Introduction

11
9.3 Banking Sector
9.4 Insurance Market
9.5 Pension Market
Chapter 10: Recent Developments in Digital Domain
10.1 Central Bank Digital Currency (CBDC)
10.2 Accounts and Payments Aggregators
10.3 Jan Samarth Portal
10.4 Open Network for Digital Commerce (ONDC)
Module B : FINANCIAL INCLUSION AND ROLE OF BCAs
Chapter 11: Financial Inclusion and Banking for the Unbanked
11.1 Objectives
11.2 Introduction
11.3 What is Financial Inclusion?
11.4 Need for Financial Inclusion
11.5 Present Banking Scenario
11.6 Initiatives of Reserve Bank of India
11.7 Business Correspondent and Business Facilitator Model
11.8 Role of Technology in Financial Inclusion
Chapter 12: Microfinance and Self-Help Groups (SHGs)
12.1 What is Microfinance ?
12.2 SHG – Definition
CHAPTER 13: BC/BF Model: A Vehicle for Financial Inclusion
13.1 Objectives
13.2 Introduction
13.3 Need for the BC/BF Model
13.4 Role and Responsibilities of Business Correspondents/ Business Facilitators
13.5 Who can be the Business Facilitators?
13.6 Who can be Business Correspondents?
13.7 Business Facilitators: Scope of Activities
13.8 Business Correspondents: Scope of Activities
13.9 Business Correspondent VS. Business Facilitator
13.10 Eligibility Criteria for Engaging Business Correspondents/Business Facilitators
CHAPTER 14: Risk and Fraud Management
14.1 Objectives
14.2 Introduction
14.3 Risk and fraud from the perspective of BCAs
14.4 Risk and Fraud Management
14.5 Do's and Don'ts for BC/BF including ethical practices to be followed while sourcing
asset and liability products.
CHAPTER 15: PMJDY, PMJJBY, PMSBY AND APY
15.1 Objective
15.2 Introduction
15.3 Pradhan Mantri Jan-Dhan Yojana (PMJDY)
15.4 Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY)
15.5 Pradhan Mantri Suraksha Bima Yojana (PMSBY)
15.6 Atal Pension Yojana (APY)
15.7 NPS/NPS –Swavalamban
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Module C : TECHNICAL SKILLS
Chapter 16: Basic Technical Skills (handling Micro-ATMs, Biometric and other
Devices, Basic Connectivity Issues)
16.1 Objectives
16.2 Introduction
16.3 IT Enabled Financial Inclusion Using BC Model
16.4 Technology for Low Cost Financial Inclusion
Chapter 17: Digital Banking Products
17.1 Objectives
17.2 Introduction
17.3 Need for Digital Banking
17.4 Various types of Cards
17.5 Mobile Banking
17.6 Internet Banking
17.7 Automated Teller Machines (ATMs)
17.8 POS (Point-Of-Sale) Terminals and Micro ATM
17.9 Aadhaar Seeding and e-KYC
17.10 APBS and AEPS
17.11 RuPay Cards
17.12 UPI, BHIM and Bharat QR
Module D: SOFT SKILLS AND BEHAVIOURAL ASPECTS
Chapter 18: Communication and Financial Counselling (Including Financial
Literacy and Financial Education)
18.1 Importance of Financial Education for Banks
18.2 Role of RBI in Financial Literacy
Chapter 19: How to Deal with Different Types of Customers?
19.1 Objective
19.2 Introduction
19.3 Soft skills and Hard skills
19.4 Soft Skills to Build Relationships
19.5 Dealing with different types of customers
19.6 How to maintain trust in the client relationship?
19.7 How to deal with a complaint?
19.8 Do's and Don'ts for handling Customer Complaints
19.9 Duties of a Bank
Chapter 20: Soft Skills and Strategies for Recovery of Bank Loans
20.1 Objective
20.2 Introduction
20.3 Negotiation skills
20.4 Dealing with difficult borrowers
20.5 Strategy for Recovery
20.6 Farmers clubs and SHGs

13
 Annexure - II

Certificate Examination for Business Correspondents - Different Models

Model Role of Role of Banks Examination details
IIBF
I a) IIBF will offer a) Bulk Registration of BCs a) Examination Fee for
internet-based test will be done by bank on BC Certification in this
engine which can behalf of their BC's. The Model I (Hybrid Model) is
be accessed logistic arrangements with Rs.250/-* per candidate,
from anywhere respect to computer nodes, per attempt for Basic
internet connection, sitting course and Rs.350/-* per
in the country
space etc. for the smooth candidate, per attempt
provided, internet conduct of the examination for Advanced Course.
connection with can be taken care of by
adequate speed is the individual banks. The examination will be
available. held on mutually agreed
b) The banks will identify dates and time for each of
Thus, remoteness their centres and the BCs of the centers.
of centre and the banks concerned will
number of people appear at such designated b) The frequency of
appearing all over bank centres. The centre examinations may be
the country will head of the bank has to decided by the Banks in
not be a concern. certify to the Institute that consultation with IIBF.
proper supervision was
b) IIBF will be done during the
responsible for the examination, detailing
conduct of exam out the list of candidates
and certification who had appeared for the
of the candidate examination.

c) IIBF will
endeavor to issue
an e-Certificate
for the candidates
to minimize the
cost.
II a) IIBF will be a) Bulk Registration of BCs a) Examination Fee for BC
responsible for will be done by banks on Certification in this Model Il
the conduct of behalf of their BCs. No other (Bulk Model) is Rs.400/-*
exam and support will be offeredby per candidate, for the first
certification of banks in this model. attempt and Rs.300/-* per
the candidate candidate for subsequent
attempts for Basic course
b) IIBF will and is Rs.800/-* per
endeavour to candidate, for the first
issue an e- attempt and Rs.400/-* per
Certificate for the candidate for subsequent
successful attempts for Advanced
candidates to Course.
minimize the cost
b) The examination will be
held on mutually agreed
dates and time for each of
the centre identified by IIBF
.

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III a) IIBF will be a) Banks do not haveany a) Examination Fee for
solely particular role in this model. BC Certificationin this
responsible for Candidates can directly Model Ill (Regular
the conduct of register themselves on the Model) is Rs.400/-* per
exam and IIBF website as per candidate, for the first
certification of schedule devised by IIBF attempt and Rs.300/-*
the candidate. and appear themselves for per candidate for
the exams at the centres subsequent attempts
b) IIBF will designated to them. for Basic course and is
endeavor to Rs.800/-* per
issue an e- candidate, for the first
Certificate for the attempt and Rs.400/-*
successful per candidate for
candidates to subsequent attempts
minimize for Advanced Course.
the cost
b) The examination will be
held as per the
schedule devised by
IIBF. The details will be
placed on the Institute’s
website.

*Plus Convenience charges and Taxes as applicable.

*****

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 ANNEXURE III

REQUIREMENTS TO BE FULFILLED BY BANKS UNDER THE “HYBRID MODEL” FOR

CONDUCT OF BC/BF EXAMINATION BY IIBF – OPERATIONAL MODALITIES

Under the “Hybrid Model”, while the examination paper and certification thereof will be of IIBF,
the logistical arrangements for ensuring a smooth and fair examination shall be the
responsibility of the individual banks. For this, IIBF will offer internet-based test engine which
can be accessed from anywhere in the country, provided an internet connection with adequate
speed is available. The banks will identify their centres and the BCs of the banks concerned
will appear at such designated bank centres.

Minimum Technical Specifications to be fulfilled by banks.

The minimum technical specifications of the computer nodes, internet connection and ports
which will have to be fulfilled by the individual banks at each centre under the hybrid model
should be as under:

 Microsoft Windows 7 Service Pack 2 and above as the operating system.

 Latest updated Chrome/Firefox Browser.
 Mouse facility.
 Minimum Bandwidth Required: 1-2 MBPS (for internet connection).
 Opening required ports to access the server. Details of ports will be shared with the
banks.

Procedure for registration of candidates:

 Individual banks, in co-ordination with IIBF, have to finalise the date of examination,
time of examination, registration dates and centre for conduct of examination.
 Individual banks have to make bulk registration of candidates. Necessary login
credentials and the URL will be shared by IIBF to the banks. Banks have to
nominate a single point of contact (SPOC) for the purpose.
 Individual banks to make payment of examination fees through RTGS/NEFT, within
a period of 2 days from the close of registration.
 IIBF, after getting the payment, will email the soft copy of the admit letter to
individual candidates. The soft copy of the admit letter will also be sent to the
SPOC, who can distribute the same, in case of need.

Conduct of Examination:

 Banks will identify dedicated examination centers for conduct of exam.

 One day before the examination date, individual banks have to check their systems
and ensure everything is working properly for the smooth conduct of examination.
They have to co-ordinate with representative of IIBF’s testing agency. The name of
the representative, email id and contact number will be shared by IIBF with the
bank.
 Candidates should report to the Examination Venue half an hour before the
examination start time.
 The gate closing time should be 15 minutes before the exam start time.
 No candidate should be allowed to enter the exam hall after the gate closing time.
 No other person other than the candidates and the centre authorities be present/
allowed in the examination centre during the conduct of the examination i.e. the
examination centre should be exclusively reserved for the purpose of conducting
the examination only.
 Supervisors have to ensure that candidates do not use mobile phones, books,
discuss with other candidates, copying of questions, browse other applications
during the examination. Facility of browsing the internet during the examination
should be disabled.

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  Examination conducting authorities may do the frisking of candidates before entry
to the examination hall/venue, to ensure that candidates do not carry items like
mobile phone, any electronic/smart gadget, and such other items which are not
allowed in the examination hall.
 Candidates must produce a printed copy of the admit letter along with a
Membership identity card or any other valid photo ID card in original (Aadhaar
card/Employer's card/PAN Card/Driving License/Election voter's card/Passport,
etc.) at the examination venue/centre. In the absence of a printed copy of the Admit
Letter and Photo Identity Card, candidates be denied permission to write the
examination.
 The supervisor should take attendance of the candidates and ensure that the
present candidates sign the attendance sheet. The copies of the attendance sheet
should be preserved and submitted to IIBF.
 Candidates will be allowed to use battery operated portable calculator in the
examination. The calculator can be of any type up to 8 functions i.e. (Addition,
Subtraction, Multiplication, Division, Percentage, Sq.-root, Tax+ and Tax -).
Scientific calculators are not allowed.
 Attempting to use any other type of calculator not complying with the specified
functions or having more features will be considered as adoption of unfair means.
 Supervision of the examination will be the sole responsibility of the individual banks
and they have to ensure that no unfair practices are adopted during the
examination.
 Candidates found resorting to unfair means should be booked and the format for
recording unfair conduct should be duly filled in and signed by the supervisor & the
candidate. The same should be submitted to IIBF after the completion of the
examination.
 The examination centres should be under CCTV surveillance. The CCTV recording
of the last 3 months of examinations should be provided to IIBF as and when
required.
 The centre head of the individual bank has to certify to IIBF that proper supervision
was done during the examination, detailing out the list of candidates who had
appeared for the examination, name of the supervisors, candidates booked for
resorting to unfair means etc.
 Only after getting the above confirmation, result of the candidates will be declared.

General:

 No refund or adjustment of examination fees can be made, in case candidates

remain absent for the examination.
 Only E- Certificates will be sent to the successful candidates.
 The guidelines for certification and training applicable to BCs will also be applicable to
Business Facilitators (BFs).

*****

17