WorksheetsATM
Total questions: 68
Worksheet time: 34mins
Name
Class
Date
1.
Mr. Sarbeswar Sahu, made a complaint that, he had attempted to withdraw Rs.8000 from ATM but did not receive any amount, though his account was debited for Rs.8000. You have verified EJ Log, which shows that, it was an unsuccessful entry, with cash dispensation errors. You have sent 'Excess Cash Found' Certificate on the 10th working day. What is the response of CMD at GITC?
a)
On the 10th working day, Debit BGL 98581 Account with complaint amount and credit Customer's A/c along with compensation amount.
b)
Debit BGL 3199844 with complaint amount and credit BGL 98582 A/c
c)
Debit BGL 98581 A/c with complaint amount and credit Customer's A/c
d)
No response from the GITC.
2.
Mr. Kuldeep Jha, made a complaint that, he had attempted to withdraw Rs.8000 from ATM but did not receive any amount, though his account was debited for Rs.8000. You have verified EJ Log, which shows that, it was an unsuccessful entry, with cash dispensation errors. It was a charge back transaction complaint. You have sent 'No Excess Cash Found' Certificate on the 10th working day. What is the SOP followed by CMS Dept. at GITC for such type of situation?
a)
CMD will reject reply and asks for re-verification.
b)
CMS Department Debits 3199844 A/c and credits Customer's A/c after 10th working day
c)
No response from the CMD at GITC.
d)
All the options are correct.
3.
Mr. Akshay Kulkarni, made a complaint that, he had withdrawn Rs.20000 from ATM but did not receive any amount, though his account was debited twice with Rs.20000 each. You have sent 'No Excess Cash Found' Certificate on the 3rd working day. What is the SOP followed by CMS Dept. at GITC for such type of situation?
a)
CMD will close the complaint immediately as a successful transaction.
b)
CMD Department ignores the 'No Excess Cash Found' Certificate of the branch
c)
CMD rejects the reply and asks the ATM Branch to re-verify
d)
CMD will close the complaint immediately, by debiting BGL 98581 Account and crediting the Customer's account.
4.
Mr. Sarbeswar Sahu, made a complaint that, he had attempted to withdraw Rs.8000 from ATM but did not receive any amount, though his account was debited for Rs.8000. You have verified EJ Log, which shows that, it was an unsuccessful entry, with cash dispensation errors. You did not send any response upto 6 working days. What will be the response of CMD at GITC?
a)
Close the complaint as successful transaction on the 7th working day.
b)
Close the complaint as unsuccessful transaction on the 7th working day.
c)
Close the complaint on 7th working day by Debiting BGL 98581 A/c and Credit Customer's A/c
d)
All the options are correct.
5.
Who is responsible in supervising the Total Implementation Services work (TIS), at the time of installation of New ATM at a Branch?
a)
Branch Manager
b)
Joint Custodians
c)
ATM Channel Manager attached to that ATM
d)
None of the options is correct.
6.
What is the periodicity at which the ATM Channel Manager has to visit the ATMs attached to him/her?
a)
Once in 3 months
b)
Once in a quarter.
c)
Once in a month.
d)
Once in 30 days.
7.
What is the database name which is created for those ATMs which are located at foregin offices?
a)
CBS
b)
Finacle
c)
Oracle
d)
Java
8.
Foreign offices ATMs database located at ____.
a)
Newyork
b)
Singapore
c)
Chennai
d)
GITC, Belapur
9.
Which module has been enabled to withdraw cash by Foreign office customers in Domestic ATMs?
a)
Multi-Currency Module
b)
Single-Currency Module
c)
Foreign Currency Module
d)
Indian Rupees Currency Module
10.
Which Foreign Bank will accept the usage of the State Bank Group ATMs in their country?
a)
National Bank OF Pakistan in Pakisthan
b)
National Bank Limited in Bangladesh
c)
Nepal SBI Bank Limited in Nepal
d)
Central Bank of Sri Lanka in Srilanka
11.
Short cash through one of the onsite ATM was reported. The Service Desk request was closed by the Complaint Management Department at GITC as there was no unreconciled entry. As a Branch Manager, what shall be your course of action?
a)
Keep the entry unreconciled and write off the entry at the appropriate time.
b)
Debit the customer's account after locating the mistake
c)
Recover them amount from both the joint custodians in equal parts
d)
Re-open the Service Desk Request for re-verification.
12.
What category of Complaint is this?
a)
Unsuccessful transaction Complaint
b)
successful but disputed transaction Complaint
c)
Either of First or Second
d)
Neither of First or Second
13.
What sub-category of Complaint is this?
a)
Card Present Domestic
b)
Card Present International
c)
Card Not-Present Domestic
d)
Card Not-Present International
14.
Does the circumstances suggest that it is a Fraudulent Transaction?
a)
Yes
b)
No
15.
If it is a Fraudulent Transaction, what type(s) of fraud is it?
a)
Skimming
b)
Cloning
c)
Both First and Second
d)
None of the First Three.
16.
What are some of the conditions to accept the complaint?
a)
Customers of SBI
b)
Home Branch only can accept complaint
c)
Complaint to be made within 30 days from the date of transaction
d)
All the above.
17.
What are some of the conditions to accept the complaint?
a)
Transaction is successful as per Branch Log
b)
Customer contends that he/she did not initiate the transaction
c)
Both of the first two
d)
Neither of the first two
18.
What are the additional aspects do you verify to ascertain that the statement of the customer is genuine?
a)
Checking the presence of customer at the time of transaction
b)
Subsequent Domestic transactions with the same Debit Card
c)
Neither First or Second Option
d)
Both the First and Second Option
19.
If you want to accept the complaint, what are the negligent indicators do you verify?
a)
Not informing the Bank as soon as possible
b)
Not Blocking the Card immediately
c)
Card was left with other individuals
d)
All the above
20.
Why did not the customer receive OTP through SMS to his mobile for this transaction?
a)
The mobile number is not registered with the Bank
b)
For International Transactions 2nd Level Authentication is not required
c)
For Card Present POS transactions OTP will not be asked
d)
None of the above
21.
If the Controlling Authority authorise you to reimburse the loss to the customer, which account is to be debited?
a)
Suspense Account
b)
Recalled Assets Account
c)
BGL Account - ATM suspense for unsuccessful txn
d)
BGL 98581 Account
22.
What is the suggestion do you give to customer, to avoid such type of fraud, after receiving the new Debit Card?
a)
Block POS channel
b)
Block International Usage
c)
Reduce POS transaction Limit
d)
None of the above options
23.
What is the time line for resolving such type of complaint?
a)
30 days from the date of transaction
b)
30 days from the date of complaint
c)
33 days from the date of transaction
d)
33 days from the date of complaint
24.
What category of Complaint is this?
a)
On-Us Complaint
b)
On-Us successful but disputed Complaint
c)
Either of First or Second
d)
Neither of First or Second
25.
What sub-category of Complaint is this?
a)
Card Present Domestic
b)
Card Present International
c)
Card Not-Present Domestic
d)
Card Not-Present International
26.
Does the circumstances suggest that it is a Fraudulent Transaction?
a)
Yes
b)
No
27.
If it is a Fraudulent Transaction, what type(s) of fraud is it?
a)
Skimming
b)
Account Take Over
c)
Both First and Second
d)
None of the First Three.
28.
What are some of the conditions to accept the complaint?
a)
Customers of SBI
b)
Home Branch only can accept complaint
c)
Complaint to be made within 30 days from the date of transaction
d)
All the above.
29.
What are some of the conditions to accept the complaint?
a)
Transaction is successful as per Branch Log
b)
Customer contends that he/she did not initiate the transaction
c)
Both of the first two
d)
Neither of the first two
30.
What are the additional aspects do you verify to ascertain that the complaint of the customer is genuine?
a)
Checking the presence of customer at the time of transaction
b)
Similar types of complaints from other customers who used the particular ATM during that period
c)
Neither First or Second Option
d)
Both the First and Second Option
31.
If you want to accept the complaint, what are the negligent indicators do you verify?
a)
Not informing the Bank as soon as possible
b)
Not Blocking the Card immediately
c)
Card was left with other individuals
d)
All the above
32.
Why did not the customer receive SMS Alert to his mobile for this transaction?
a)
The mobile number is not registered with the Bank
b)
For POS Transactions SMS Alert is not sent
c)
The mobile number registered with the account was taken over by the fraudster
d)
Both 2nd and Third Option
33.
If the Controlling Authority authorise you to reimburse the loss to the customer, which account is to be debited?
a)
Suspense Account
b)
Recalled Debts Account
c)
BGL Account - ATM suspense for unsuccessful txn
d)
BGL 98581 Account
34.
What is the suggestion do you give to customer, to avoid such type of fraud?
a)
Block POS channel
b)
Block Domestic Usage
c)
Reduce POS transaction Limit
d)
First or Third Option
35.
What is the time line for resolving such type of complaint?
a)
30 days from the date of transaction
b)
30 days from the date of complaint
c)
33 days from the date of transaction
d)
33 days from the date of complaint
36.
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?
a)
The transaction must have been done by SBI Customer.
b)
Customer must have attempted the transaction but did not complete
c)
All the options are correct
d)
Transaction must have been done at SBI ATM only
37.
One of the following reasons cannot be a proof of customer's negligence while dealing with 'Successful but Disputed' ATM Complaint.
a)
Card was not blocked as soon as the disputed transaction was known.
b)
Not filing a complaint within 30 days of the transaction.
c)
Change of mobile number was updated in the Bank's records.
d)
OTP was exchanged over phone to any person
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 a cloning fraud?
a)
The transaction must have happened either at SBI or Other Bank ATM
b)
Customer must have attempted the transaction but did not complete
c)
Customer must be of SBI only
d)
The card must be available with the customer.
39.
The main purpose of any ATM fraud is
a)
Power
b)
Publicity
c)
Financial gain
d)
Revenge
40.
One of these frauds may affect the Bank.
a)
Vishing
b)
Phishing
c)
Smishing
d)
Hacking of ATM database
41.
One of these frauds may not affect the Bank.
a)
Smishing
b)
Hacking of ATM database
c)
Switching off of ATM power or network
d)
Cash hopper manipulation
42.
One of these frauds may not affect the Customers.
a)
Vishing
b)
Phishing
c)
Smishing
d)
ATM Jackpot
43.
One of these frauds may affect the customers.
a)
ATM Jackpot
b)
Phishing
c)
Hacking of ATM database
d)
Switching off of ATM power or network
44.
What is the formula for reconciling the ATM Transactions?
a)
Physical cash must be tallied with Admin Balance
b)
Admin Balance must be tallied with BGL 3198 Balance
c)
Physical cash, Admin Balance and BGL 3198 balance must tally with one another
d)
Reconciliation of ATM transactions is entirely the responsibility of ATM Switch Centre (ASC)
45.
If at the end of the day, if you notice balance in BGL 3199842 ATM Cash Intermediate Account, what will it denote?
a)
Cash withdrawn for ATM replenishment, is fully utilised
b)
Cash withdrawn for ATM replenishment, is not fully utilised
c)
Excess Cash Found in ATM is not credited to BGL Account at the Branch
d)
Short Cash report through ATM Screen is to be recovered.
46.
If at the end of the day, if you notice balance in BGL 3199843 ATM Admin Decrease Account, what will it denote?
a)
ATM transactions are not reconciled.
b)
Admin Decrease transaction amount is not deposited at the branch
c)
ATM transactions are not reconciled and cash relating to Admin Decrease transaction is not deposited at the branch.
d)
Physical Cash is short at ATM.
47.
At the end of the day, if you notice balance in BGL 3199845 ATM Excess Cash Found Account, what will it denote?
a)
ATM transactions are not reconciled
b)
ATM Excess Cash amount is not deposited at the branch
c)
ATM transactions are not reconciled and excess cash reported at ATM was not credited to BGL 3199845 ATM Excess Cash Found Account.
d)
Amount available in the BGL 3199845 ATM Excess Cash Fount Account is to be used for settling the customer's complaint at a later stage.
48.
You got an approval from the Controllers, to pay Rs.10,000/- on account of a successful but disputed ATM transaction complaint. The approval note was silent on which account is to be debited for the amount. What is your course of action?
a)
Seek clarification from the controllers
b)
Debit Suspense Account and pay
c)
Debit BGL 3199684 'ATM Suspense for unsuccessful Txn' Account
d)
Debit Recalled Assets Account(Frauds) created under Customer CIF
49.
While verifying the Upper Reject Box of CDM you found 2 notes of Rs.500 notes. After scrutiny you found that they are genuine. What is your response?
a)
Credit the amount to the Sundry Deposit Account
b)
Credit the amount to the Customer's account as per the eJ Log
c)
Report as excess cash through CDM Screen
d)
Reported as counterfeit notes
50.
While verifying the Upper Reject Box of CDM you found 2 notes of Rs.500 notes. After scrutiny you found that they are counterfeit Notes. What is your response?
a)
Call the customer as per the eJ log and handover the notes
b)
Destroy the notes in the presence of joint custodian and make a suitable remark in the CDM Log Register.
c)
Enter the details in a permanent register meant for this purpose and preserve the notes to forward to the Bank's nodal Officer.
d)
File an FIR with the local police against the customer.
51.
Before invoking "Evacuation Cash" option through CDM you find that, the balance shown in supervisory slip is greater than the physical cash. What is the course of action do you adopt?
a)
Accept the cash for credit of BGL 3198 account.
b)
Report short cash in CDM through the CDM Screen
c)
Accept the cash for credit of BGL 3198 and debit Suspense Account for the short fall see that BGL 3198 account shows zero balance.
d)
Report short cash through the CDM Screen and use evacuation option through Cash Evacuation Menu through CDM.
52.
You have reported Short Cash through CDM Screen, and the invoked "Cash Evacuation Option. To which account you have to credit the Evacuated Cash?
a)
Credit BGL Account 3198 - Cash Point Cash Balance Account
b)
Credit BGL Account No. 4599273 Cash Point Short Cash Account
c)
Credit BGL Account No. 4599270 Cash Point Admin Decrease Account
d)
Credit BGL Account No. 4599269 Cash Point Cash Intermediate Account.
53.
ATM Debit card of your customer is due for renewal in 2 months. She approaches you with a written request to issue a new Card. As a Branch Manager, what is your response?
a)
Upload the request through CBS for renewal through CBS
b)
Ask the customer to upload for new ATM Debit Card through INB.
c)
Assure the customer that the new card will be issued shortly, well before the expiry date of the existing card.
d)
Upload the request through CBS, for replacement of card.
54.
Who will prepare the ATM Visit Report and to whom these reports are to be submitted.
a)
Branch Manager. Submitted to Regional Manager.
b)
ATM Channel Manager. Submitted to the Regional Manager
c)
Branch Manager. Submitted to Regional Manager and AGM ATM Operations
d)
ATM Channle Manager. Submitted to Regional Manager and also to AGM ATM Operations.
55.
If 5 or more parameters in the ATM Visit Report are not adhered to, what is the period within which, the ATM Channel Manager has to re-visit such ATM?
a)
one month
b)
15days
c)
2 weeks
d)
30 days
56.
An ATM Cloning fraud was committed and proved. As per SOP, our Bank has reimbursed the loss to the customer. Can the Bank be reimbursed for such losses?
a)
No. Bank has to absorb the losses.
b)
Yes, if Bank follows the Data Security Standards of Payment Card Industry Data Security Council (PCIDSC)
c)
Yes, if Bank has insured against such frauds.
d)
Yes, if the fraudsters are caught and amount is recovered.
57.
What is one of the best practice for combination key management?
a)
combination key has to be changed atleast once in 6 months
b)
combination key has to be kept in a sealed cover and kept as a Branch Document
c)
combination key has to be memorised, but should not be written down anywhere
d)
All the options are correct
58.
What is the main objective of SOP on Reporting and Resolution Unauthorised / Fraudulent Electronic Banking transactions?
a)
Reporting
b)
Resolution
c)
Reporting and Resolution
d)
None of the options is correct.
59.
If any fradulent / unauthorised ATM transaction is reported and CMS complaint is recorded, Who has to attend the complaint first?
a)
ATM Branch
b)
Home Branch
c)
CM Department at GITC
d)
None of the options is correct.
60.
If any fradulent / unauthorised transaction is reported by forwarding the SMS or e-mail,and CMS complaint is recorded, What is the first action taken by the CMS Department?
a)
Refers the complaint to the ISD at Corporate Centre
b)
Refers the complaint to the Any Time Channels Departmet at Corporate Centre
c)
Refers the complaint to the Fraud Identifying Cell - Technical at Corporate Centre
d)
All of the options are correct.
61.
What is the primary responsibility of the Fraud Identifying Committee (FIC) at Corporate Centre?
a)
To determine whether it is a fraud or not and if it is a fraud, category of the fraud is to be identified. Put up a Technical Committee Report to DGM -IT CMS
b)
To determine whether it is a fraud or not and if it is a fraud, category of the fraud is to be identified.
c)
To determine whether it is a fraud or not.
d)
None of the options is correct.
62.
What is FIC and what is the role of the FIC at CC?
a)
Any unauthorised transaction complaint is first referred to FIC i.e. Fraud Identifying Committee.
b)
Any unauthorised transaction complaint is first referred to FIC i.e. Fraud Identifying Committee. FIC has to decide the category of complaint as A or B or C.
c)
Any unauthorised transaction complaint is first referred to FIC i.e. Fraud Identifying Committee. FIC has to decide the category of complaint as A or B or C if it is proved to be fraud.
d)
None of the options is correct.
63.
What is FIC - Operations ? Where is it formed?
a)
Fraud Identifying Cell - Operations is formed at Corporate Centre
b)
Fraud Identifying Cell - Operations is formed at RBO
c)
Fraud Identifying Cell - Operations is formed at AO
d)
Fraud Identifying Cell - Operations is formed at LHO
64.
If FIC identifies any unauthorised transaction complaint as belong to Category B, What is the process to be followed at Corporate Centre:-
a)
DGM CMS forwards the complaint to respective Home Branch for further action at their end.
b)
DGM CMS forwards the complaint to respective ATM Branch for further action at their end.
c)
DGM CMS forwards the complaint to respective LHO for further action at their end.
d)
None of the options is correct.
65.
In an ATM complaint, MS Vendor could not provide the ej-Log. However, ATM linked branch confirmed that excess cash available. How will the CM Department will resolve the complaint.
a)
Close the complaint as successful
b)
Debit 98581 of ATM Linked branch and credit the customer's account
c)
Refer the complaint to Internal Ombudsman
d)
None of the options is correct
66.
In an ATM complaint CM Department has asked for ej-Log simultaneously from both MS Vendor and ATM Linked Branch. ATM Linked Branch could provide the ej-Log. It is a charge back complaint. But ATM Linked Branch confirmed "No Excess Cash". How does the CM Department respond?
a)
Does not accept the reply from the ATM Linked Branch
b)
Closes the complaint as a successful transaction.
c)
Debit 98581 BGL Account of ATM Linked Branch and credit customer's account
d)
None of the options is correct
67.
In an ATM Complaint, customer complained that he did not receive cash, even if the customer's account was debited. Ej-Log was not available for this complaint. ATM linked branch also confirmed that "No excess Cash is available in ATM". How does the complaint is resolved?
a)
Refer the complaint to internal Ombudsman
b)
Credit customer immediately and recover the amount subsequently from MS Vendor through LHO concerned
c)
Close the complaint as a successful one.
d)
none of the options is correct.
68.
After invoking the "Evacuation" option through CDM, what is to be ensured?
a)
Cash is to be deposited for credit of CP Admin Decrease Account 4599270
b)
The Debit Balance in BGL 4599270 CP Admin Decrease Account shall be equal to the physical Cash evacuated from CDM.
c)
After cash deposit, balance in BGL Cash Point Cash Balance Account is zero.
d)
All the options are correct.
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