What is the full form of EASE? Which is the 2nd Pillar of EASENext?

a) Enhanced Access and Service Excellence a) EASE (Common Reform Agenda)

b) Enhanced Access and Software Enterprise b) 3 Years Bank specific strategic roadmap
c) Expanding Access and Service Environment c) Collaborative Banking
d) Environmental Assessment and Sustainability d) None of the above
Excellence
What was the primary objective of Gyan Which of these is an example of how public
Sangam 2015? sector banks can use Artificial Intelligence to
a) To launch new banking products for the public enhance service excellence?
sector banks a) Offering personalized financial advice to
b) To discuss ways to improve customer service and customers
operational efficiency in public sector banks b) Decreasing interest rates across all loan
c) To introduce new financial regulations for banks categories
d) To initiate the privatization of public sector banks c) Increasing the number of branch visits required for
banking services
d) Allowing only in-branch transactions
EASE 7.0 Reform Agenda recommends win back of For Leadership Development Training of Executives of
customers (SA/CA) who underwent attrition, by either scale IV and above, minimum 36 hours of Training is
selling a new product or renewing an old product. recommended at World Class Institute in EASE 7.0:
a) True a) True
b) False b) False

How do Customer Relationship Management Under EASE Reforms, knowledge sharing

(CRM) systems help public sector banks in among peer Public Sector Banks is done
delivering service excellence? through:
a) They assist in tracking and managing customer a) Best practice workshop by Champion Bank on the
interactions to personalize services and resolve issues particular EASE metrics.
faster b) Workshop by subject matter expert by the
b) They automate the loan approval process entirely knowledge partner
c) They replace the need for face-to-face customer c) Monthly EASE Knowledge Series from Industry
support expert on prevalent and emerging topics in BFSI
d) They reduce the number of customer service sector.
representatives required d) All of the given options
What is the role of the Banking What do you understand by “Champion
Correspondent (BC) model in improving Sector” as per EASE 7.0 Reforms Agenda?
access for customers in rural and a) Sector where the bank will create in-depth
capabilities, build sizeable business keeping in line
underserved areas? with banks and National priority
a) It ensures that every bank branch can operate b) Sector in which Bank has done maximum lending
24/7 in last financial year
b) It allows for the provision of banking services c) Sector in which Bank has minimum NPA in last
without the need for travelling to physical branch Financial Year
c) It is a model to reduce the customer service d) Priority Sector lending by Banks
capacity of branches
d) It focuses exclusively on online banking services
What is the primary goal of EASE Reforms Which of the following services can be
Agenda in public sector banks? considered a key feature of service
a) better customer service through digitalization, excellence in public sector banks as in EASE
robust governance and human resource practices
in Public Sector banks
7.0?
b) To reduce the number of bank branches in Rural a) 24/7 customer support via chatbots service and
areas option of chat with the live agent through (mobile
c) increase profitability of Private Sector Banks banking, internet banking, website, messaging
d) All of the given options apps)
b) High fees for premium accounts
c) Long wait times for loan approvals
d) Limited banking hours
How can bank enhance its resilience to How do mobile banking applications
mitigate operational risk? contribute to enhanced access for public
a) By having a robust governance framework that sector bank customers?
sees tech outages, has a robust risk management a) By limiting the services available to customers
practice that aligns with the banks strategic b) By offering only local banking services
planning cycle. c) By enabling customers to conduct transactions,
b) Ignoring digital treats to focus on physical security check balances, and access banking services
c) Storing all data in a single, unprotected server. remotely
d) All of the given options d) By increasing the wait time for transactions
For segment specific collection action, which Succession Planning and leadership
of the following parameters are development includes:
recommended in EASE 7.0? a) Identification of skill proficiency and potential
a) Next Gen Call Centre having sentiment analysis, including hidden strengths and blind spots by
skip tracing and predictive dialling on basis of risk. competency assessment through Individual
b) App for field collection agent with complete Development Plan
customer detail, live alerts, dashboard, prescriptive b) Identification of best suited roles as per the past
scripts and next best action plan. experience, performance etc
c) Both a and b c) Postings in best suited positions and developing
d) None of the given options learning program for individuals
d) All of the given options

NCCR Portal covers grievances such as: The EASE Steering Committee is constituted
a) Hacking, identity theft, online fraud, cyber bullying, by:
cyber frauds a) DMD of SBI and Executive directors of PSBs
b) Manual cash deposit and withdrawal b) Managing Director of SBI and 11 Executive
c) Staff misbehaviour Directors of all PSBs
d) None of the given options c) Chairman SBI and MD & CEOs of all Public Sector
banks
d) None of the given options
Which of the following is NOT a benefit of What is the tagline of EASE 7.0?
enhanced customer service excellence in a) Responsive & Responsible Banking
b) Clean & SMART Banking for Aspiring India
public sector banks? c) Economic Development: Customer Delight,
a) Increased customer loyalty Resilient Banking
b) Improved operational efficiency d) Customer friendly banking enabled by modern
c) Decreased customer satisfaction capabilities
d) Enhanced reputation of the bank
What are the channels suggested for Which of the following is Theme 1 in Ease
capturing feedback of customers as per 7.0 Reform Agenda?
EASE 7.0? a) Developing Employees for Emerging Banking
a) Branch Kiosk/ATM Priorities
b) Tablets, IVR, social media b) Tech and Analytics driven banking
c) Branch QR Code, Email/SMS Link c) Banking towards Viksit Bharat
d) All of the given options Excellence in Customer Service
Which bank emerged as Top performing EASE 7.0 consists of how many themes?
Bank in EASE 6.0? a) 4
a) State Bank of India b) 3
b) Punjab National Bank c) 5
c) Union Bank of India d) 6
d) Bank of Baroda
What is the full form of RAROC?
a) Risk adjusted return on capital
b) Return on Risk oriented Asset
c) Return on accumulated Rate of Asset
e) None of the given options