Free Printable ATM OPERATIONS

Worksheets

ATM OPERATIONS

Total questions: 59

Worksheet time: 30mins

Name

Class

Date

What is the special feature of Video Display Monitor (VDM) in ATM?

VDM will not display Account Number

VDM will not display the PIN

VDM has a privacy filter which ensures that only person standing in front of the ATM only able to see the display

VDM displays only the Amount to be withdrawn on the screen.

If the CDM credits partial amount only to the beneficiary's account what are the steps you take?

Convince the customer that, the CDM will never do a mistake.

Take the complaint and forward to the controller

Verify the CDM to find any note available in Upper Reject Bin and hand over the note to the customer

Verify the Upper Reject Box and find the rejected note. If it is genuine pass a credit voucher to beneficiary's account.

How can a blind customer can submit the PIN through the ATM?

Take help of his close relative to enter the PIN

The PIN entering PAD is braille enabled

Do not use ATM Debit Card

ATM CARD shall not be issued to a blind customer

If you find genuine notes in upper reject bin in CDM/CP what is expected of you?

Credit the amount to the Sundry Deposit Account

Credit the amount to the Customer's account as per the eJ Log

Report as excess cash through CDM Screen

Reported as counterfeit notes

Do key loggers can be inserted beneath the PIN pads?

PIN pads are normally vandal proof, and they cannot be tampered with easily.

Fraudster generally deploy Pin hole cameras to collect PIN not key loggers

While entering the PIN we have to cover our hand with other hand

Only one person has to enter into ATM kiosk at a time

If you find counterfeit notes in upper reject bin in CDM/CP what is expected of you?

Call the customer as per the eJ log and handover the notes

Destroy the notes in the presence of joint custodian and make a suitable remark in the CDM Log Register.

Enter the details in a permanent register meant for this purpose and preserve the notes to forward to the Bank's nodal Officer.

File an FIR with the local police against the customer.

Where do you find Digital Video Surveillance System (DVSS)?

CCTV footage of that transaction is to be submitted.

DVSS is inbuilt in the ATM. The recording has to be extracted with the help of MS Vendor

Printed eJ Log duly countersigned by the Branch Manager is to be submitted.

JP Log is to be submitted.

If you find short cash in CDM before cash evacuation what is expected to be done?

Accept the cash for credit of BGL 3198 account.

Report short cash in CDM through the CDM Screen

Accept the cash for credit of BGL 3198 and debit Suspense Account for the short fall see that BGL 3198 account shows zero balance.

Report short cash through the CDM Screen and use evacuation option through Cash Evacuation Menu through CDM.

When partial disbursement is reported by a customer, and ej log is generated equal to the transaction amount, how to resolve the complant?

Cash verification has to be done, to find out excess cash in the ATM Bins, Divert Bin and Cash Dispenser.

Verify Branch Log and ATM Log

Verify BROS Report

Verify the Divert Cassette

10.

If you find excess cash in CDM before cash evacuation what is expected to be done?

Accept the cash for credit of BGL 3198 account.

Report excess cash in CDM through the CDM Screen

Accept the cash for credit of BGL 3198 and credit Sundry Deposit Account for the excess amount to see that BGL 3198 account shows zero balance.

Report excess cash through CDM Screen, and then invoke "Cash Evacuation" option through CDM Screen.

11.

How does the Intelligent Power Management (IPM) will help in ATM?

When power goes off ATM stops dispensing the cash.

When power goes off ATM retrievs entire cash and comes to a halt.

When power goes off, ATM completes the cash disbursal and then only stops.

When the power goest off, ATM Cancels the transaction.

12.

When you have invoked cash evacuation in CDM, to which BGL account the evacuated cash is credited at the Branch?

Credit BGL Account 3198 - Cash Point Cash Balance Account

Credit BGL Account No. 4599273 Cash Point Short Cash Account

Credit BGL Account No. 4599270 Cash Point Admin Decrease Account

Credit BGL Account No. 4599269 Cash Point Cash Intermediate Account.

13.

When customer is visited the branch with request to hotlist the card what is expected by branch?

Change the user code from 1 to 3 in the CBS.

Change the user code from 1 to 2 in the CBS

Change the user code from 0 to 1 in the CBS.

We have to hotlist the card immediately

14.

If the customer does not want to visit any ATM for generating Green PIN, which option is available for the customer?

A new PPK can be mapped to the Platinum Debit Card to the account of customer and convey the PIN to her over phone.

Ask customer to send an SMS to 567676 and change the PIN at nearby ATM on the way to Airport.

Access State Bank Anywhere app and create the PIN on her own

Access Internet Banking and create PIN on her own

15.

If the ATM card is locked for entering wrong PINs for 3 times continuously, what is the easy remedy?

Do 'Card Activation' through DMS App

Ask customer to generate Green PIN in any of the 4 methods

Issue a PPK in the usual manner

Ask customer to wait upto 12 am, so that the Card will be unlocked automatically.

16.

If the customer who is holding a Platinum Debit card, requests for ATM CARD facility ,without additional charges, for a newly opened joint account, what is your advice>

Upload a request for new ATM Classic Debit Card

Upload request for any other type of card

Second ATM Card cannot be issued

Link the new joint account to the existing ATM card.

17.

If the customer authorises his wife in writing, to receive the PPK for a ATM Debit Card what is your reaction?

PPK can be issued only to the card holder after due diligence.

Ask the customer to collect the PPK in his next visit

After mapping the PPK to the Debit Card, PPK can be handed over to the wife of the customer after due diligence.

Provide Internet Banking facility to the customer and ask the customer to generate Green PIN.

18.

What is to be done to those Debit Cards, which are held for more than 2 years?

Communicate to the customers of the cards and request them to claim the cards immediately

Hotlist such type of cards

Straight away destroy these cards against suitable remarks

Seek clarifications from the Controllers

19.

If an NRI requests for a ATM Debit Card, how do you facilitate the same?

Politely refuse the request

Upload the request for the ATM Card

Update the Indian Address as temporary address and upload the request for ATM Card.

Ask the NRI to submit request to change her foreign address to Indian address and then update the request.

20.

If other branch CDM is to be attached to your branch, what are the precautions you have to take?

The BGL Account 3198 mapped with the CDM with other branch has to be closed, after reconciliation.a New BGL 3198 Account is to be opened in the new branch.

CDM is to be detached from the existing branch and mapped to your branch.

New vault door combination keys have to be created with the new joint custodians.

All the options are correct.

21.

If the customer approaches you to renew the ATM Debit Card which is expiring after 3 months what is your action?

Upload the request through CBS for renewal through CBS

Ask the customer to upload for new ATM Debit Card through INB.

Assure the customer that the new card will be issued shortly, well before the expiry date of the existing card.

Upload the request through CBS, for replacement of card.

22.

ABC branch having 2 onsite ATMs and joint custodians decided to replenish the cash in both ATMs. They withdrew the cash from branch. In which account this amount will be debited?

ATM CASH ADMIN DECREASE ACCOUNT-31999843

ATM CASH INTERMEDIATE ACCOUNT-3199842

ATM EXCESS CASH ACCOUNT-3199844

ATM SHORT CASH ACCOUNT-4599274

23.

What is to be done for an expired card?

Keep it in a safe place.

Destroy the card immediately, by cutting across in more than three pieces

As the card is already expired, need not take any action

Hotlist the card and destroy the card.

24.

If a minor customer, who is aged 15 years and maintains a standard signature wants a ATM Card with Rs.20000/- cash withdrawal limit. What is your response?

ATM card cannot be issued to a minor.

Account to be opened under 'Pehla Kadam' and issue ATM card

Open a Cheque Facility Savings Bank Account and issue Classic card

Open a non-cheque facility Savings Bank Account and issue Classic Card

25.

If a moble phone is lost within 45 days, which is purchased online through debit card credentials, is there any insurance available?

Keep the mobile enabled with 'Tracking' option, next time

Secure the mobile with screen lock with password

Keep the mobile always in the pocket

Ask the customer to file 'Purchase Protection' claim with the Bank

26.

If, any SMS is received asking you to provide your account and debit card credentials, what type of fraud is it?

Vishing

Phishing

Smishing

Social Engineering

27.

Can the Bank get back the amount of loss reimbursed to the customer on account of any fraud?

No. Bank has to absorb the losses.

No, Bank has to recover from Branch Manager

Yes, Bank can claim insurance if it is reimbursed the amount to customer.

Yes, if the fraudsters are caught and amount is recovered.

28.

What is one of the best practice for combination key management?

combination key has to be changed atleast once in 6 months

combination key has to be kept in a sealed cover and kept as a Branch Document

combination key has to be memorised, but should not be written down anywhere

All the options are correct

29.

What is one of the practices for cash verification in ATM?

Cash verification has to be done on daily basis by the joint custodians

Cash verification has to be done by an officer, other than the joint custodians once in a month

Cash Verification other than by joint custodians must have surprise element

All options are correct.

30.

If a BM finds Debit Balance in Audit BGL Report against BGL 3199842 - ATM Cash Intermediate Account what is to be done?

Ask the Service Manager to credit unused cash immediately to 3199842 ATM Cash Intermediate Account.

Ask the reason from both the Joint Custodians for not replenishing the cash in the ATM the previous day

Ask the joint custodians to credit the cash immediately to 3199842 ATM Cash Intermediate A/C and ask for explanation for not depositing the unused cash the previous day.

Report the matter to Controlling Authority and seek guidance

31.

If the IT-R&A-AC Department finds no un-reconciled entry on account of Short Cash reporting, how the debit entry outstanding in BGL 4599274 - ATM Short Cash Account is reversed?

Keep the entry unreconciled and write off the entry at the appropriate time.

Debit the customer's account after locating the mistake

Recover them amount from both the joint custodians in equal parts

Re-open the Service Desk Request for re-verification.

32.

After completing cash evacuation transaction, what is to be ensured?

BGL-4599270 CP Admin Decrease Account balance becomes NIL.

BGL - 3198 - CP Cash Balance Account balance becomes NIL

Admin Balance of the CP becomes NIL

All the options are correct.

33.

Based on the ATM Branch confirmation about excess cash availability in the ATM Branch in respect to CMS Compliant transaction, CMD debited BGL 98581 Account of ATM Linked Branch. How to reverse the debit entry?

By debit to 98582 - CUST AC DEBITED - ATM CASH NOT DISBURSED AC

By Debit to CHARGES ACCOUNT

By debit to 3199844 - ATM EXCESS CASH ACCOUNT

By debit to 2399995 Charges Account (ATM Penalty)

34.

Customer ATM transaction complaint was closed as successful in CMS. But customer disputes the transaction, what is to be done?

Ask the customer to file a second Complaint and submit the details.

Ask the customer to approach the Other Bank for redressal.

Ask the customer to file a police complaint.

Ask the customer to approach the Banking Ombudsman

35.

Which Account is to be debited for making re-imbursment of loss to the customer in a ATM fraud case?

Seek clarification from the controllers

Debit Suspense Account and pay

Debit BGL 3199684 'ATM Suspense for unsuccessful Txn' Account

Debit-4691109-ATM Dom. U. T.C.Paid account

36.

For a successful transaction complaint, if the ATM Linked branch is not sending response within EXPIRY DATE & TIME mentioned in the CMS, what Complaint Management Department will do about this complaint?

Close the complaint on the 5th working day as a successful entry.

Close the complaint immediately.

Ask the ATM branch once again to send "Excess Cash Confirmation"

Close the complaint on the 5th working day by debiting BGL 98581 and crediting customer's account.

37.

For a charge back or unsuccessful transaction complaint, if the ATM Linked branch is not sending response within expiry date and time mentioned in the CMS, what is expected of CMD?

Close the complaint on the 5th working day by debiting BGL 98581 Account and crediting the customer's Account

On the 5th working day, ask the ATM branch once again to send "Excess Cash Confirmation" Certificate.

Close the complaint as successful, and send an email to branch asking for 'Excess Cash Confirmation Certificate".

On the 5th working day, close the complaint as unsuccessful transaction.

38.

What is NOT one of the conditions for accepting a second complaint from the customer, in a 'successful but disputed' ATM transaction, if it is an EPP fraud?

The transaction must have been done by SBI Customer.

Customer must have attempted the transaction but did not complete

All the options are correct

Transaction must have been done at SBI ATM only

39.

For a charge back transaction complaint, if the ATM Linked branch is sending response "No Excess Cash" confirmation well before of expiry date and time mentioned in the CMS, what CMD will do regarding this complaint?

Close the complaint on 5th working day as unsuccessful transaction.

Close the complaint immediately by debiting BGL 98581 A/c and crediting the amount customer account

on 5th working day, send a reminder to the ATM Linked Branch to submit 'Excess Cash Confirmation' Certificate.

Reject the reply and ask for re-verification.

40.

The Service Manager of the branch, being busy has asked the cash officer to replenhish the cash in onsite ATMsingle handedly, by sharing Service Manager's combination key of the ATM Chest. What is your opinion about the same?

ATM chest should be operated by both the joint custodians together.

In case of emergency ATM Chest may be operated by a Single custodian.

In case of emergency ATM Chest may be operated by a Single custodian and thereafter the other joint custodian has to change his/her combination key immediately.

None of the options is correct.

41.

Branch Manager while scrutinising the Branch Document Register has found that, sealed covers are not available, containing the combination keys of ATM Safe door. What is the course of action to be adopted?

Ask the Joint custodians to separately write down the combination key, and seal them and record the same in Branch Document.

Ask the joint custodians to change the combination keys immediately, and record the keys separately on a paper, keep it in a sealed cover, and record in Branch Document Register.

Refer the matter to the controller for directions.

None of the options is correct.

42.

To prevent the frauds, bank has come with instructions to reduce the periodicity of changing the combination keys of the ATM Safe door. What is the periodicity of changing the Combination Keys?

once in six months or when the incumbent changes, whichever is earlier.

once in three months or when the incumbent changes, whichever is earlier.

Once in a month or when the incumbent changes, whichever is earlier.

once in 30 days or when the incumbent changes, whichever is earlier.

43.

Who is responsible at a Branch to report a fraud transction to i) Information Security Department (ISD) and ii) Alternate Channels Department at Corporate Centre?

Branch Manager

Service Manager

Cash Officer

ATM Officer

44.

Measure of success of ATM Channel Manager depends on which parameter?

Ensuring the Maximum availability and uptime of ATMs

Effective Vendor Management

Ensuring the overall ambience of the ATM

All the options are correct.

45.

What is the periodicity at which the ATM Channel Manager has to visit the ATMs attached to him/her?

Once in 3 months

Once in a quarter.

Once in a month.

Once in 30 days.

46.

What are the channels available now to the Customer to report an Unauthorised Transaction?

IVR - 1800 - 11 - 11 - 09

email : unauthorisedtransaction@sbi.co.in

Forward the SMS Alert as it is to Mobile No. 9223008333

All of the options are correct.

47.

What is the database name which is created for those ATMs which are located at foregin offices?

CBS

Finacle

Oracle

Java

48.

What is the automatic response of the Bank, in the first phase, whenever an unauthorised transaction complaint is lodged?

Card is hot listed. Customer is informed about the ticket number.

Card is hot listed. Customer is informed about the ticket number. Customer has to apply for new card separately.

Customer is advised to hotlist list the card immediately.

Card is hotlisted.

49.

What is the primary responsibility of the Complaint Management Department at GITC in respect to unauthorised transactions complaints lodged in CMS?

To determine whether it is a fraud or not and if it is a fraud, category of the fraud is to be determined.

Forward the complaint to Internal Ombudsmen for deciding the penalty amount

Forward the complaint for next course of action

None of the options is correct.

50.

Unauthorised complaint lodged in CMS has been categorized as CAT-B (Negligence by Bank) by CMD, GITC. What will be the next step?

Complaint will move to RBO to submit SOPs to LHO

Complaint will move to HOME branch to submit SOPs to LHO

Complaint will move to LHO directly to resolve as per SOPs

CMD will process the complaint as per SOPs

51.

In a chargeback complaint, eJ log is not available and Branch also confirms "No Excess Cash". How does the CMD resolves the complaint?

Refer the complaint to internal Ombudsman

Credit customer immediately and recover the amount subsequently from MS Vendor through LHO concerned

Close the complaint as a successful one.

none of the options is correct.

52.

If the negligence on the part of the Bank is proved in an ATM fraud, what is the additional compensation Bank provides to customer?

No incentive is to be paid.

Interest 1% above the rate of interest applicable on Deposit Account

Interest 1% above the rate of interest applicable on OD / CC Account

1% above deposit rate or OD/CC advance rate as applicable

53.

What is the Liability of the customer in a fraud transaction, when UPI FRAUD happen because of negligence of third party and transaction happened on a BSBD Account and customer reported fraud transaction within 3 working days?

NIL

Rs.20000

Rs.10000

Rs.5000

54.

In case of unauthorised transaction complaint, irrespective of the category, within which period the liability of the customer is to be determined by the Bank, if shadow credit is not to be provided?

10 working days from the date of Complaint

10 days from the date of complaint.

10 working days from the date of transaction

10 days from the date of transaction.

55.

If the liability of the customer or the Bank could not be determined within 90 working days from the unauthorised transaction complaint, what is to be done on the 90th working day?

Limited liability of the customer will apply and the remaining loss is to be reimbursed to the customer.

Hold on the account is to be removed, and the entire amount is allowed for withdrawal

Shadow credit equivalent to the liability of the Bank is to be made to the customer's account

None of the options is correct.

56.

In which of cases, customer have zero liability in case of an unauthorised transaction complaint?

If the mistake / negligence is primarily of the Bank

Subsequent fraud transaction(s) happened after the fraud transaction(s) was(were) reported to the Bank.

If the mistake / negligence was found to be committed by the Third parties and complaint is made with 3 working days from the date of transaction

all the options are correct.

57.

When do you provide shadow credit to a customer's account in case of an unauthorised transaction complaint?

Transaction happened in the Customer's Savings Bank Account

The mistake or negligence was committed by Third parties.

All conditions are applicable.

If the liability of the customer could not be determined within 10 working days from date of complaint.

58.

When do a customer has unlimited liability in case of an unauthorised trasaction complaint?

If the negligence is of the customer.

If the negligence is of a Third Party but custome reports it after 7 working days from the date of transaction.

When the customer fails to make any complaint on account of unauthorised transaction.

All conditions are applicable.

59.

What is the accounting procedure for paying compensation to the customer, if the MBS or INB unauthorised transaction Complaint is categorised as 'B' or 'C'.

Recalled Assets Account is to opened under same CIF of the csutomer and debit the same for payment.

Suspense Account is to be debited.

BGL 2399995 Charges Ac 'ATM penalties' is to be debited.

BGL 3199515 - Charges Other Compensation Payment Account is to be debited.

100 %

ATM OPERATIONS

Total questions: 59

Worksheet time: 30mins

Similar Resources on Wayground