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‘Customer Service & Banking Codes and Standards’ is also one of the online certificate examination offered by IIBF (Indian Institute of Banking and Finance). IIBF conducts this online examination once in Fifteen Days. Also, any registered member and non-registered members of IIBF can apply for ‘Customer Service and Banking Codes and Standards’ online examination at their desired dates listed in their official website http://www.iibf.org.in/index.asp

Customer Service & Banking Codes and Standards

Since Banking is a service industry, it has to keep quality of the services to their customers at top priority. We all know that the expectations of customers about the service offered by banks are different in different locations.

Though, all banks have been taking necessary steps for improving the customer service standards, retaining existing customer and to attract new customers, It is equally important to educate their employees about importance of customer service.

In order to get knowledge about Customer Service and Banking Codes, all the banks are advising their employees to complete the certificate examination on ‘Customer Service and Banking Codes and Standards’ offered by IIBF. On successful completion the banks are offering monetary benefits and also reimbursing the examination fee paid by the employees.

The role of BCSBI

BCSBI is an independent and autonomous society promoted by RBI. The role of BCSBI is to monitor and ensure that the Banking Codes and Standards adopted by the banks are adhered to in true spirit while delivering their services.

The main objective of the society is formulating standards of service and also ensure that the same are maintained by its members. As of now, 132 banks have voluntarily agreed to abide by the standards of service prescribed by BCSBI.

In association with IIBF, BCSBI extended its support to launch a certificate course in customer service to meet the expectations of the customers and to render quality service by bank employees.


The Main objective of this certification is to enhance knowledge of banking professionals in the field of Customer Services and also to fulfill the increasing need of such professionals.


  • Members and Non-Members of the Institute
  • Candidates must have passed the 12th standard examination in any discipline or its equivalent or Candidate who have completed BC/BF examination conducted by IIBF

Other points to Note

  • Minimum marks for pass in the subject is 50 out of 100
  • Question Paper will contain 120 objective type multiple choice questions for 100 marks.
  • The duration of the examination will be of 2 hours
  • The examination will be held in English and in online Mode only
  • There will NOT be negative marking for wrong answers
  • Questions for 20 marks each will be from Module A, B and C. Question for 40 marks will be from Module D of the syllabus.
Customer Service & Banking Codes and Standards

Procedure for applying for examination

Firstly, application for examination should be registered online from the IIBF’s website www.iibf.org.in. Further, the schedule of examination and dates for registration will be published on IIBF website.

Documents Required

Non-members applying for this examinations are required to attach / submit a copy of any one of the following documents while registering for the Examination. Otherwise, application shall be rejected.

  • Photo ID card issued by Employer
  • PAN Card
  • Driving License
  • Election Voter’s ID card
  • Passport
  • Aadhaar Card


MODULE – A (20 Marks)

Definition of a customer – Banker- Customer relationship – Points of contact – Types of customers – Types of relationships, such as individuals, corporates, etc. and their peculiarities. Need for building up customer relationships and Importance of Customer Service in a country like India – Changing Expectations and Perceptions – Termination of relationship

MODULE – B (20 Marks)

Modern day banking – Core Banking/ Electronic Payments – phone banking – mobile banking – internet banking – how business sourced. Different retail products – Home Loans – Vehicle Loans – Consumer durables – Credit Cards – Bancassurance – Demat services – Selling through agents – Recovery process, etc. This Module should also deal with general areas of grievances – pass book, account statement, unsolicited business, different charges, etc.

MODULE – C (20 Marks)

Efforts made by banks, association of banks and Reserve Bank of India to improve customer service – Regulations, Instructions, KYC/ AML guidelines. Also, Banks’ duties and rights – Customer Service Committees – Grievance Redressal Mechanism including Banking Ombudsman. Importance of Developing Skills and Attitudes – Use of IT in improving customer service.

MODULE – D (40 Marks)

Genesis of Banking Codes and Standards Board of India – its set up and functions. Also, Code of Bank’s Commitment to Customers and Code of Bank’s Commitment to Micro and Small Enterprises.

Examination Fees:

For Members of IIBF

  • First attempt Rs.1,000/-
  • Subsequent each attempt Rs.1,000/-

For Non-Members of IIBF

  • First attempt Rs.1,500/-
  • Subsequent each attempt Rs.1,500/-

And plus Taxes as applicable.

Study Material / Courseware

Initially, IIBF has developed a courseware to cover the above mentioned syllabus. The courseware (book) for the subject will also be available at outlets of publisher/s. Hence, applicants can make use of the book for preparation. However, as banking and finance fields are dynamic, rules and regulations witness rapid changes. Therefore, the courseware should not be considered as the only source of information for preparing the examinations.

Source: www.iibf.org.in

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