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RETAIL BANKING IN

UCO BANK

DHARAMSHALA(HP)

SUMMER TRAINING REPORT

SUBMITTED IN PARTIAL FULLFILMENT OF THE COURSE OF

MASTER IN BUSINESS ADMINISTRATION

Submitted To: Submitted By:HEAD Nitin RanaTraining and Placement Roll No:- 38/08

Department MBA 2nd Year

Institute Of Engineering&EmergingTechnologies,Baddi (H.P)

TABLE OF CONTENTS

SNo. CONTENTS PAGE

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NO.

1. Authentification Certificate 1

2. Acknowledgement 23. Preface 3

4. Chapter-1

Introduction to The Banking Industry in India

4-8

5. Chapter 2

Introduction To The Company

9-13

6. Chapter 3

Introduction To Retail Banking

14-43

7. Chapter 4

Research Methodology

44-47

8. Chapter 5

Data Analysis And Interpretation

48-55

9. Chapter 6

Conclusion

56-57

10. Chapter 7

Suggestions

58-59

11. Chapter 8

Swot Analysis

60-61

12. Questionnaire 62-64

13. Bibliography 65-66

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CHAPTER 1

INTRODUCTION

TO

BANKING INDUSTRY IN INDIA

INTRODUCTION TOBANKING INDUSTRY IN INDIA

Banking in India originated in the last decades of the 18th century. The oldest

bank in existence in India is the State Bank of India , a government-owned bank

that traces its origins back to June 1806 and that is the largest commercial bank

in the country. Central banking is the responsibility of the Reserve Bank of

India which in 1935 formally took over these responsibilities from the then

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Imperial Bank of India, relegating it to commercial banking functions. After

India's independence in 1947, the Reserve Bank was nationalized and given

broader powers. In 1969 the government nationalized the 14 largest commercial

banks; the government nationalized the six next largest in 1980.

Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector

banks (that is with the Govt of India holding a stake), 31 private banks (these do

not have government stake; they may be publicly listed and traded on stock

exchanges) and 38 foreign banks. They have a combined network of over

53,000 branches and 17,000 ATMs. According to a report by ICRA Limited, a

rating agency, the public sector banks hold over 75 percent of total assets of the

banking industry, with the private and foreign banks holding 18.2% and 6.5%

respectively

NATIONALISATION OF BANKS IN INDIA

By the 1960s, the Indian banking industry had become an important tool to

facilitate the development of the Indian economy. At the same time, it had

emerged as a large employer, and a debate had ensued about the possibility to

nationalise the banking industry. Indira Gandhi, the-then Prime Minister of

India expressed the intention of the GOI in the annual conference of the All

India Congress Meeting in a paper entitled "Stray thoughts on Bank

Nationalisation." The paper was received with positive enthusiasm. Thereafter,

her move was swift and sudden, and the GOI issued an ordinance and

nationalised the 14 largest commercial banks with effect from the midnight of

july 16, 1969. These were

Central Bank of India

Bank of Maharashtra

Dena Bank

http://en.wikipedia.org/wiki/Indian_economyhttp://en.wikipedia.org/wiki/Indira_Gandhihttp://en.wikipedia.org/wiki/Prime_Minister_of_Indiahttp://en.wikipedia.org/wiki/Prime_Minister_of_Indiahttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Nationalisationhttp://en.wikipedia.org/wiki/1969http://finance.indiamart.com/investment_in_india/central_bank_india.htmlhttp://en.wikipedia.org/wiki/Indian_economyhttp://en.wikipedia.org/wiki/Indira_Gandhihttp://en.wikipedia.org/wiki/Prime_Minister_of_Indiahttp://en.wikipedia.org/wiki/Prime_Minister_of_Indiahttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Nationalisationhttp://en.wikipedia.org/wiki/1969http://finance.indiamart.com/investment_in_india/central_bank_india.html

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Punjab National Bank

Syndicate Bank

Canara Bank

Indian Bank

Indian Overseas Bank

Bank of Baroda

Union Bank

Allahabad Bank

United Bank of India

UCO Bank

Bank of India

A second dose of nationalization of 6 more commercial banks followed in 1980.

The stated reason for the nationalization was to give the government more

control of credit delivery. With the second dose of nationalization, the GOI

controlled around 91% of the banking business of India. Later on, in the year

1993, the government mergedNew Bank of India with Punjab National Bank. It

was the only merger between nationalized banks and resulted in the reduction of

the number of nationalised banks from 20 to 19. After this, until the 1990s, the

nationalised banks grew at a pace of around 4%, closer to the average growth

rate of the Indian economy.

The nationalised banks were credited by some, including Home minister P.

Chidambaram, to have helped the Indian economy withstand the global

financial crisis of 2007-2009.

LIBERALISATION OF INDIAN BANKING SYSTEM

In the early 1990s, the thenNarsimha Rao government embarked on a policy of

liberalization, licensing a small number of private banks. These came to be

known as New Generation tech-savvy banks, and included Global Trust Bank

http://finance.indiamart.com/investment_in_india/punjab_national_bank.htmlhttp://finance.indiamart.com/investment_in_india/canara_bank.htmlhttp://finance.indiamart.com/investment_in_india/indian_overseas_bank.htmlhttp://finance.indiamart.com/investment_in_india/allahabad_bank.htmlhttp://finance.indiamart.com/investment_in_india/united_bank_india.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_india.htmlhttp://en.wikipedia.org/w/index.php?title=New_Bank_of_India&action=edit&redlink=1http://en.wikipedia.org/wiki/Punjab_National_Bankhttp://en.wikipedia.org/wiki/Home_Minister_of_Indiahttp://en.wikipedia.org/wiki/P._Chidambaramhttp://en.wikipedia.org/wiki/P._Chidambaramhttp://en.wikipedia.org/wiki/Economy_of_Indiahttp://en.wikipedia.org/wiki/Financial_crisis_of_2007-2009http://en.wikipedia.org/wiki/Narsimha_Raohttp://en.wikipedia.org/wiki/Liberalizationhttp://finance.indiamart.com/investment_in_india/punjab_national_bank.htmlhttp://finance.indiamart.com/investment_in_india/canara_bank.htmlhttp://finance.indiamart.com/investment_in_india/indian_overseas_bank.htmlhttp://finance.indiamart.com/investment_in_india/allahabad_bank.htmlhttp://finance.indiamart.com/investment_in_india/united_bank_india.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_india.htmlhttp://en.wikipedia.org/w/index.php?title=New_Bank_of_India&action=edit&redlink=1http://en.wikipedia.org/wiki/Punjab_National_Bankhttp://en.wikipedia.org/wiki/Home_Minister_of_Indiahttp://en.wikipedia.org/wiki/P._Chidambaramhttp://en.wikipedia.org/wiki/P._Chidambaramhttp://en.wikipedia.org/wiki/Economy_of_Indiahttp://en.wikipedia.org/wiki/Financial_crisis_of_2007-2009http://en.wikipedia.org/wiki/Narsimha_Raohttp://en.wikipedia.org/wiki/Liberalization

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(the first of such new generation banks to be set up), which later amalgamated

with Oriental Bank of Commerce, Axis Bank(earlier as UTI Bank), ICICI Bank

and HDFC Bank. This move, along with the rapid growth in the economy of

India, revitalized the banking sector in India, which has seen rapid growth with

strong contribution from all the three sectors of banks, namely, government

banks, private banks and foreign banks.

The next stage for the Indian banking has been setup with the proposed

relaxation in the norms for Foreign Direct Investment, where all Foreign

Investors in banks may be given voting rights which could exceed the present

cap of 10%,at present it has gone up to 49% with some restrictions.

Currently (2007), banking in India is generally fairly mature in terms of supply,

product range and reach-even though reach in rural India still remains a

challenge for the private sector and foreign banks. In terms of quality of assets

and capital adequacy, Indian banks are considered to have clean, strong and

transparent balance sheets relative to other banks in comparable economies in

its region. The Reserve Bank of India is an autonomous body, with minimal

pressure from the government. The stated policy of the Bank on the Indian

Rupee is to manage volatility but without any fixed exchange rate-and this has

mostly been true.

With the growth in the Indian economy expected to be strong for quite some

time-especially in its services sector-the demand for banking services,

especially retail banking, mortgages and investment services are expected to be

strong. One may also expect M&As, takeovers, and asset sales.

In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase

its stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the

first time an investor has been allowed to hold more than 5% in a private sector

http://en.wikipedia.org/wiki/Axis_Bankhttp://en.wikipedia.org/wiki/UTI_Bankhttp://en.wikipedia.org/wiki/ICICI_Bankhttp://en.wikipedia.org/wiki/HDFC_Bankhttp://en.wikipedia.org/wiki/Economy_of_Indiahttp://en.wikipedia.org/wiki/Economy_of_Indiahttp://en.wikipedia.org/wiki/Retail_bankinghttp://en.wikipedia.org/wiki/Axis_Bankhttp://en.wikipedia.org/wiki/UTI_Bankhttp://en.wikipedia.org/wiki/ICICI_Bankhttp://en.wikipedia.org/wiki/HDFC_Bankhttp://en.wikipedia.org/wiki/Economy_of_Indiahttp://en.wikipedia.org/wiki/Economy_of_Indiahttp://en.wikipedia.org/wiki/Retail_banking

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bank since the RBI announced norms in 2005 that any stake exceeding 5% in

the private sector banks would need to be vetted by them.

In recent years critics have charged that the non-government owned banks are

too aggressive in their loan recovery efforts in connection with housing, vehicle

and personal loans. There are press reports that the banks' loan recovery efforts

have driven defaulting borrowers to suicide. [3][4][5][6]

BANKING ACTIVITIES

Banks act as payment agents by conducting checking or current accounts for

customers, paying cheques drawn by customers on the bank, and collecting

cheques deposited to customers' current accounts. Banks also enable customer

payments via other payment methods such as telegraphic transfer, EFTPOS, and

ATM.

Banks borrow money by accepting funds deposited on current account,

accepting term deposits and by issuing debt securities such as banknotes and

bonds. Banks lend money by making advances to customers on current account,

by making installment loans, and by investing in marketable debt securities and

other forms of lending.

Banks provide almost all payment services, and a bank account is considered

indispensable by most businesses, individuals and governments. Non-banks that

provide payment services such as remittance companies are not normally

considered an adequate substitute for having a bank account.

http://en.wikipedia.org/wiki/Banking_in_India#cite_note-2http://en.wikipedia.org/wiki/Banking_in_India#cite_note-3http://en.wikipedia.org/wiki/Banking_in_India#cite_note-4http://en.wikipedia.org/wiki/Banking_in_India#cite_note-5http://en.wikipedia.org/wiki/Transactional_accounthttp://en.wikipedia.org/wiki/Chequehttp://en.wikipedia.org/wiki/Telegraphic_transferhttp://en.wikipedia.org/wiki/EFTPOShttp://en.wikipedia.org/wiki/Automated_teller_machinehttp://en.wikipedia.org/wiki/Banknoteshttp://en.wikipedia.org/wiki/Bond_(finance)http://en.wikipedia.org/wiki/Banking_in_India#cite_note-2http://en.wikipedia.org/wiki/Banking_in_India#cite_note-3http://en.wikipedia.org/wiki/Banking_in_India#cite_note-4http://en.wikipedia.org/wiki/Banking_in_India#cite_note-5http://en.wikipedia.org/wiki/Transactional_accounthttp://en.wikipedia.org/wiki/Chequehttp://en.wikipedia.org/wiki/Telegraphic_transferhttp://en.wikipedia.org/wiki/EFTPOShttp://en.wikipedia.org/wiki/Automated_teller_machinehttp://en.wikipedia.org/wiki/Banknoteshttp://en.wikipedia.org/wiki/Bond_(finance)

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Banks borrow most funds from households and non-financial businesses, and

lend most funds households and non-financial businesses, but non-bank lenders

provide a significant and in many cases adequate substitute for bank loans, and

money market funds, cash management trusts and other non-bank financial

institutions in many cases provide an adequate substitute to banks for lending

savings to.

DEFINITION

BANK

A bank is defined as a person who carries on the business of banking, which is

specified as:

conducting current accounts for his customers

paying cheques drawn on him, and

collecting cheques for his customers

BANKING BUSINESS

Banking business" means the business of receiving money on current or deposit

account, paying and collecting cheques drawn by or paid in by customers, the

making of advances to customers, and includes such other business as the

Authority may prescribe for the purposes of this Actollecting cheques for his

customers.

ACCOUNTING FOR BANK ACCOUNTS

Bank statements are accounting records produced by banks under the various

accounting standards of the world. Under GAAP and IFRES there are two kinds

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of accounts: debit and credit. Credit accounts are Revenue, Equity and

Liabilities. Debit Accounts are Assets and Expenses. This means you credit

credit accounts to increase their balances and you debit debit accounts to

increase their balances.

This also means you debit your savings account everytime you deposit money

into it (and the account is normally in deficit) and you credit your credit card

account everytime you spend money from it (and the account is normally in

credit).

However, if you read your bank statement, it will say the opposite- that you

have credited your account when you deposit money, and you debit when you

withdraw it. If you have cash in your account you have a positive or credit

balance and if you are overdrawn it will say you have a negative or a deficit

balance.

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CHAPTER 2

INTRODUCTION

TO

THE COMPANY

ABOUT THE UCO BANK

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UCO Bank is a commercial bank established in 1943. The idea to establish the

bank was first conceived by G.D. Birla, the famous industrialist, after the

historic 'Quit India Movement' in 1942. The idea was culminated on the 6th of

January 1943, when The United Commercial Bank Ltd. was born with its

Registered and Head Office at Kolkata. A commercial bank and a Government

of India Undertaking, it comprises of government representatives as well as

renowned professionals like accountants, management experts, economists,

businessmen, and so on, in its Board of Directors. United Commercial Bank has

stretched out to of all segments of the economy - be it agriculture, industry,

trade and commerce,

Along with 13 other major commercial banks of India, United Commercial

Bank was nationalized on 19th July, 1969, by the Government of India.

Thereafter the Bank expanded rapidly. To keep pace with the developing

scenario and expansion of business, the Bank undertook an exercise in

organizational restructuring in the year 1972. Under the act of Indian

Parliament, in 1985, its name changed from United Commercial Bank to the

present name, UCO Bank. As of 2005, the bank has 2000 Service Units spread

all over India. A distinctive feature of UCO bank is its introduction of 'NO

HOLIDAY' branches. These bank branches work on all the 365 days of a year.

With the age of global banking, UCO bank has also changed to be adept with

the newest technology, boasting of specialized computerized branches in bothIndia and overseas.

,UCO Bank is a commercial bank and a Government of India Undertaking. ItsBoard of Directors consists of government representatives from the Government

of India and Reserve Bank of India as well as eminent professionals like

accountants, management experts, economists, businessmen, etc.

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Shri S.K. Goel

Chairman & Managing Director

Shri V.K. Dhingra

Executive Director

Shri B. M. Mittal

Executive Director

Branches & ATM Services

Headquartered in Kolkata, UCO Bank has about 35 Regional Offices spread all

over India. Overseas, it has two branches in Singapore and Hong Kong. UCO

bank has a total of 414 ATMs across the states of Andhra Pradesh, Assam,

Bihar, Chattisgarh, Chandigarh, Goa Gujarat, Haryana, Himachal Pradesh,

Jharkhand, Karnataka, Kerala, Madhya Pradesh, Maharashtra, Meghalaya,

Nagaland, New Delhi, Orissa, Pondicherry, Punjab, Rajasthan, Sikkim, Tamil

Nadu, Tripura, Uttar Pradesh and West Bengal.

Products & Services

NRI Banking

Foreign Currency Loans

Finance/Services to Exporters

Finance/Services to Importers

Remittances

Forex & Treasury Services

Resident Foreign Currency (Domestic) Deposits

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Correspondent Banking Services

General Banking Services

IMPORTANT ACTIVITIES PERFORMED BY

THE BANK

1. Among the Banks partnering L.I.C and National Insurance Company, the

Bank stood first in terms of policies issued as well as premium collected.

2. Among the Banks partnering Western Union our Bank stood first as on

31.03.2006.

3. Hosted Bankers Conference (BANCON) 2005 WITH THE

ORGANISATIONAL SUPPORT OF THE Indian Banks Association in the

month of November2005.

4. Implementation of the Organisational Restructuring of the bank with the

assistance of M/s Boston Consulting Group

5. CBS implemented in more than 1000 branches covering 87% of total

business

6 Retail Sales Force launched on Pilot basis in four major centres.

7. First Bank in the country to issue Upper Tier II Bonds and hybrid Perpetual

Debt Instruments.

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8. Technological products such as Visa Debit Cards, E_Banking, Mobile (SMS)

Banking, RTGS/NEFT etc introduced

9. Ucomagic cheque introduced.

10 Our 2067th branch opened on 6th Jan 2009 (our 67th birthday)

Organizational Structure:

Headquartered in Kolkata, the Bank has 35 Regional Offices spread all over

India. Branches located in a geographical area report to the Regional Office

having jurisdiction over that area. These Regional Offices are headed by Senior

Executives ranging upto the rank of General Manager, depending on size of

business and importance of loacation. The Regional Offices report to General

Managers functioning at Head Office in Kolkata.

Present Organizational Structure of UCO Bank:

Board of

Directors

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Chairman

&

Managing

Director

Executive

Director-I

Executive

Director-II

Corporate

General

Mangers at

Head

Office (13)

Field level

General

Managers

at eight

FGM

offices

UCO BANK - MISSION STATEMENT

To be a top- class Bank to achieve sustained growth of Business and

Profitability, fulfilling socio-economic obligations, excellence in customer

service, through up gradation of skills of staff, their effective participation and

making use of state-of-theart technology.

UCO BANK -VISION STATEMENT

35 Zonal offices headed by

Zonal

Managers DGMs/AGMs

Branches & ATM Services

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TO EMERGE AS THE MOST TRUSTED,ADMIRED,SOUGHT AFTER

WORLD CLASS FINANCIAL INSTITUTION , AND TO THE MOST

PREFERRED DESTINATION FOR EVERY CUSTOMER AND INVESTOR

AND A PLACE OF PRIDE FOR ITS EMPLOYEES.

Global banking has changed rapidly and UCO Bank has worked hard to

adapt to these changes. The bank looks forward to the future with

excitement and a commitment to bring greater benefits to its customers.

UCO Bank, with years of dedicated service to the Nation through active

financial participation in all segments of the economy - Agriculture,

Industry, Trade & Commerce, Service Sector, Infrastructure Sector etc.,

is keeping pace with the changing environment. With a countrywide

network of more than 2000 service units which includes specialised and

computerised branches in India and overseas, UCO Bank has marche into

the 21st Century matched with dynamism and growth.

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CHAPTER 3

INTRODUCTION

TO

RETAIL BANKIN

RETAIL BANKING

Retail banking is activity devised in past few years and now used extensively.

It represents any banking which is not wholesale based. In other words we can

say that Retail Banking is about providing banking services to individuals and

joint individuals as opposed to wholesale banking, which focuses on industry

and institution clients. Retail Banking includes any business that is conducted

through branch network which is mainly focused towards personal sector.

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The Pure Retail Banking is conceived to be the provision of mass banking

products and services to private individuals as opposed to wholesale banking

which focuses on corporate (proprietary, partnership firms, private limited and

public sector companies) and institutional (societies, trusts, clubs etc.) clients.

Retail Banking is quite broad in nature-it refers to the dealing of commercial

banks with individual customers, both on liabilities and assets sides of the

balance sheet. Fixed current/savings accounts on the liabilities side and

mortgages, loans (e.g. personal, housing, auto, and educational) on the assets

side, are the more important of the products offered by banks.

NEED FOR RETAIL BANKING

1. Economic prosperity and the consequent increase in the purchasing power of

consumer.

2. Convenience of using credit cards, internet and phone banking anywhere and

any time banking has also flooded customers into banking.

3. Decline in interest rates has also contributed to increase in retail banking.

SEGMENTS IN RETAIL BANKING

1. DEPOSIT SCHEMES

2. PERSONAL FINANCE

3. SERVICES

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DEPOSIT SCHEMES

Deposits means an amount of money placed with a financial institution either at

call (redeemable or withdrawals on demand) or for a fixed period. If fixed, the

deposit would earn a higher rate of interest and be called a fixed or term deposit.

Deposit scheme means an arrangement where by an individual or organization

may place cash under the safekeeping of a financial institution. It is understood

that the institution may invest the cash and pay the depositor a specified amount

of interest and that the depositor can reclaim the full value of the account

according to the agreed upon procedures governing the account.

TYPES OF DEPOSITS OF UCO BANK

DEPOSITS- The Backbone of Banking Activity

Mobilising of resources at affordable cost is an integral function

of Banking and the aim of a Banker is, how best to bring in its

fold the various types of customers who contribute to the above

function.

UCO bank has a host of customised Deposit Schemes to meet

the demanding needs of its clientele. These schemes ensure high

growth and easy liquidity.

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1 .CURRENT ACCOUNTS

Any person, proprietorship, concerns, partnership firms,

companies, trusts, local bodies can open the a/c.

Proper introduction is necessary.

No illiterate accounts can be opened.

Nomination only for individual & propritorship accounts

Withdrawals only by means of cheques.

No interest paid on the account except in deceased a/c @ SB

interest rate from the date of death of depositor to date of

settlement of the a/c ..

Account Holders Obligation is to keep the cheques in proper

custody, prohibit others from using their cheques

2 .SAVINGS BANK

Individuals, association of persons not undertaking any profitable

ventures in that name (clubs, societies, trusts) can open the a/c duly

introduced.

Number of withdrawals not to exceed 50 in a half year.

Up to 60 cheque leaves can be supplied free of cost in a year

Interest (simple) @ 3.5%p.a calculated on the minimum balance between

10th & last day of the month.

UCO- NO-FRILLS SAVINGS BANK ACCOUNT

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Minimum Balance: Rs 5/-. In case of Cheque facility Rs 250/-.

Account will continue even with zero Balance

Can be opened at all centres. & S.B rules will apply, with a few

restrictions:

Restrictions:

Number of Debit Entries/Withdrawals: In a Half Year Upto 25- Free.

Beyond 25 Rs 3 per debit transaction.

For accounts with cheque facility only one cheque book of 20 leaves

provided free each year. Any additional requirement during the year will

be provided at Rs 2 per cheque.

Overdraft facility up to Rs. 25000/- will be available and this will be

classified as Priority Sector indirect advance .

3 .FIXED AND TIME DEPOSIT

It is a deposit account which is suitable for depositor having surplus funds,

which is not required by him immediately (for a known period). He deposits

such amount in this account for a fixed period. By doing so he earns higher

interest than that is available in SB/Current accounts

TYPES:

a) Fixed Deposit

b) Cumulative fixed deposit

Fixed deposit : In this case simple interest is paid either at periodicalintervals(monthly/quarterly/half yearly/yearly) or at maturity. This is suitable

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for depositors interested in regular income or wanting to park their funds for

short duration.

Cumulative fixed deposit: In this case interest is paid on compounded

principle and it is paid with principal after maturity. Here interest is

compounded quarterly. This is suitable for depositors who are interested in

maximising the yield on deposit and also who want to park their funds for

longer duration.

WHO CAN OPEN?

i) By an individual singly

ii) More than one individual in their joint names. The joint account

may be

a) Either or Survivor basis

b) Former or Survivor basis

c) Anyone or Survivor basis

d) Jointly operated

iii)On behalf of minor Natural Guardian, father or mother or by a

guardian appointed by Court.

iv) By minor having attained the age of 10 years.

v) By clubs, societies, joint stock companies, associations, executors& administrators

vi) Illiterate person - account to be operated by his/her thumb

impression.

vii) Senior citizen (Age is 60 years)

AMOUNT OF DEPOSIT

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Minimum deposit amount is Rs.1000/-. However for payment of monthly

interest minimum deposit is Rs.10, 000/-

PERIOD OF DEPOSIT

Minimumperiod - 15 days

7 days (for deposit of Rs.15 lac & above)

Maximumperiod 10 years

Deposit exceeding 10 years are allowed under

orders of Court/Tribunal or protection of minors interest. With

permission from H.O. deposits more than 10 years can be accepted from

Govt. institutions, Govt. undertakings, Corporate bodies for their special

needs such as sinking/amortization funds.

RATE OF INTEREST

a. Interest rate as applicable from time to time should be

allowed.

b. For senior citizens (Age 60 years) an additional

interest of 0.75% is allowed for deposits for a period of 14

days to 364 days and 0.50% for 1 year & above.

c. Staff Members are normally entitled to 1% additional

interest. For retired staff members in addition to 1%

additional 0.25% interest is given in case of deposits for a

period of180 days to less than 3 years and 0.50% that for a

period of 3 years and above.

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d. Interest may be paid periodically on monthly/qtly.

/half yearly/yearly basis. In case of monthly payment,

discounted value is to be taken into consideration.

e. Incentive rates may be offered for individual Term

Deposit for a minimum amount of Rs. I Crore with the

prior approval of GM (T & IM).

f. Bank shall accept deposits for a minimum period of

7 days provided the deposit amount is Rs. 15 lac and above

GENERAL GUIDELINES

a) Interest paid on FDRs is subjected to deduction of Tax at source.

Wherever depositor declares that he will not pay tax with the payment

of this interest also 15H has to be submitted.

b) Every depositor is entitled to have a fixed deposit receipt which

contains date of issue, name(s) of the depositor(s), period of deposit,

date of maturity, rate of interest, and nature of payment of interest.

c) In case of loss of deposit receipt duplicate FDR is issued after

completion of formalities.

d) FDR is not transferable i.e. it cannot be endorsed in favour of another

person.

e) Addition & deletion of names in a joint account is permitted.f) Nomination facility is available in case of fixed deposit. The nominee

must be an individual.

g) Bank reserves the right to alter or add to these rules and such

alteration and additions shall be binding on the account holders.

4 .RECURRING DEPOSIT ACCOUNTS

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A Recurring Deposit is an account, where the account holder agrees to deposit a

fixed sum of money every month for a fixed period. Recurring Deposit

Accounts are patronized mostly by Fixed income groups who desire to save

regularly a fixed amount for a certain period and to earn higher interest than that

of Savings Bank accounts.

Period of Deposits

Minimum period of deposit is 12 months maximum 120 months in

Multiples of 3 months. Period cannot be altered subsequently.

SPECIAL DEPOSIT SCHEMES of UCO BANK:-

1.FLOATING RATE DEPOSIT

FD with Floating Rate of Interest.

Interest can be paid on quarterly or cumulative basis.

Tenure is 3 years (minimum), 5 years or 10 years (maximum).

Amount of deposit is Rs.1, 00,000 or its multiple.

TDS to be deducted.

Separate Head Styled CFD (FRD)/FD (FRD) in GL.

Separate Ledgers & Registers to be maintained.

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In ACT-1 Clubbing should be made.

Rate of interest will be revised at half yearly interval on 1st April and 1st

October. Initially on the date of opening it will be the three year fixed

rate. Then on 1st April and 1st October it will be reset with the three year

fixed rate.

Differential rate for senior citizens & staff.

For Regular Income Scheme a fly leaf containing the prescribed format

(Annexure-I) should be stapled with the Deposit Receipt.

For Premature Payment

Upto 14 days No interest

More than 14 days & upto 1 year SB rate

More than 1 year & upto 2 years SB rate + 0.5%

More than 2 years & upto 3 years SB rate + 1%

If the deposit remained with the bank for more than 3 years 0.5% penalty

on principal amount for the period the deposit remained with the bank

or the remaining period of maturity whichever is less.

Loan is available

Conversion from fixed to floating rate permissible without penalty. In

that case Fixed Rate A/c will be closed and a new Floating rate account

will be opened.

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Nomination available

2 .TWO-WAY DEPOSIT SCHEME

This is a combination of current/savings bank account & fixed deposit.

To & Fro transfer of funds at specified intervals.

After maturity the FD can either be renewed or paid back as per the

instruction.

The depositor will authorize the bank to transfer at the beginning of the

last month of the quarter a minimum Rs.1000 or its multiples thereof

leaving behind a specified amount in the said current/savings bank

account.(Annexure-II)

An undertaking to maintain additional minimum balance of Rs.5000/- in

current account and Rs.2000/- in SB a/c. from the depositor is to be

obtained.

Handling charges @ Rs.15/- per quarter is to be charged.

Instead of receipt pass book to be issued.

Separate FD (TWD) Ledger & Register is to be maintained.

No loan is allowed.

No interest on premature payment.

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3. FRIEND-IN-NEED

This is a combination of KY and Loan/CC account.

An FD/KY is to be opened in the name of the depositor for a minimum of

Rs.10, 000/- & in multiples of Rs.1000/- for a minimum period of 3 years

& more 10 years.

The depositor is to apply in the prescribed application form. (Annexure-

IV)

90% of the deposit can be sanctioned as limit.

Interest @ 2% above the deposit rate for loan upto Rs. 2 lacs. For loan

above Rs. 2 lacs it will be higher of PLR and 2% above deposit rate.

A1/A2, A47, A3, A38.

No OD/loan would be allowed against such deposit.

Third party loan is not allowed.

No concession in margin & rate of interest is available to staff.

No account in the name of Minor.

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4. FLEXIBLE FIXED DEPOSIT

This is a modified KUBER YOJNA Scheme where premature

withdrawal is allowed without affecting the interest for the remaining

deposit amount.

No KY receipt. Instead of that a pass book is issued with the title

KY/FFD.

All the accounts of a depositor should be maintained in one pass book.

No register is to be maintained for such account. Separate ledger folio to

be maintained for each account.

The account can be opened only by individuals or association of

individuals.

For those who are eligible to open SB accounts the minimum deposit

amount is Rs.5000/- and premature withdrawal minimum Rs.1000/- and

in its multiple.

For those who are not eligible to open SB accounts the minimum deposit

amount is Rs100000 and multiple of Rs. 10000. Maximum no. of

withdrawals is 12 times in a calendar year.

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In any account there will be only one credit and may be more than one

debit entries.

More than one account can be opened by an individual, individuals or

association of individuals.

No penalty in rate of interest for the amount prematurely withdrawn

Period of deposit minimum 1 year and maximum 10 years.

5. SPECIAL DEPOSIT SCHEME FOR SENIOR CITIZENS

Persons of more than 60 years are called Senior Citizens.

Their date of birth is to be verified at the time of opening of new a/c or at

the time of renewal of deposit. Subsequent verification is not required.

Documents from which the date of birth will be verified are SLC, LIC

policy, Vote Identity Card, PPO.Birth certificate, Passport or Any other

document acceptable to bank.

Incentive on rate of interest on FDR on or after 14.05.2001or renewal

after 14.05.2001 to the extent of .75 for Senior citizens is available

For staff &ex-staff, Staff & ex staff senior citizen for TDR >180days it is

1.0 &1.25 respectively .Incase of ex staff senior citizen it is applicable up

to Rs.25 lacs.

Event of death of senior citizen the deposit automatic transfers to

nominee

No penal interest will be levied for premature with drawl of TDR on

applicable interest rate.

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Free remittance facility is available up to Rs5000/- with out any

commission provided the remittance is routed through the SB/Current a/c

of the senior citizen.

THE FOLLOWING TYPES OF PERSONAL LOANS

OFFERED BY UCO BANK

1. HOME LOAN (UCO SHELTER SCHEME)

:

Looking to speedy growth in demand for housing in our country, bank has

revised the existing UCO Shelter to make it customer friendly and

Competitive.

PURPOSE:

Purchase of new independent home/ready built flat for residential

purpose.

Construction of independent house.

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Purchase of old house/flat not more than 30 years old.(including flat from

registered co-op society/ from builder where society is yet to be formed)

free from tenancy and constructed as per approved plan .

Extension/repair of existing house not more than 50 years old.

Take over of home loans availed from other Banks/FIs.

Furnishing of house/flat to be acquired with UCO Shelter.

Purchase of land upto 50% of the cost (30% of Total cost)

Loan under 2nd mortgage or pari passu mortgage .

Loan for repair renovation or extension of the house constructed or

purchased by availing UCO shelter loan minimum three years ago .

Senior citizens may be given finance to secure shelter in an old age home

against full coverage by banks own term deposit to be continuously

renewed during the tenure of the loan till the same is liquidated at 75

years of age maximum .

Loan may be granted for more than one purpose mentioned above

ELLIGIBILITY

Indian Resident having regular source of income.

Minimum 21 years of age.

Maximum 65 years of age inclusive of repayment period.

Singly or jointly as

o Husband Wife

o Parent - Son/Daughter

INCOME CRITERIA

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Monthly income should be equal to or more than EMI + Rs 4000 ( For

a family of 4 members)

For each additional dependent, monthly income requirement will go up

progressively by Rs.1000/-

Where parents are residing with the applicant(s), the quantum of pension

will be reckoned to determine their DEPENDENCE .

QUANTUM OF LOAN

Location of

Branch/Centre

For

Construction/Purchase

For

Repair/Extension/Renovation

Metropolitan/Urban/

Semi-urban

Rs.100 lacs Rs.25 lacs

Rural Rs.25 lacs Rs.7.50 lacs

.

MODE OF REPAYMENT

By way of deduction from monthly salary.

By postdated cheques (PDC).(12 taken at a time, and continued on a

ongoing basis) The date of PDC should be within 7th of each month.

For interest during moratorium PDC should be taken separately.

.

HIGH LIGHTS OF UCO SHELTER SCHEME

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Availability of both Fixed and Variable Rate of Interest.

Loans upto Rs.100 lacs available.

Any Manager can issue in-principle sanction within 3 days

irrespective of quantum of loan.

Processing fee @0.5% (min.Rs.1000/-). 0.25% processing fee

collected at the time of issuing in-principle sanction is refundable if

the loan is not sanctioned for any reason.

No prepayment charge under both fixed/variable rate of interest, if

prepaid after 3 years of 1st disbursement.

The rates are sub-PLR and comparable

Final sanction to be accorded within 15-21 days.

Loans upto Rs.15 lacs can be sanctioned at branch level.

Loan for furnishing of house can be given

Guarantors income can be reckoned to determine quantum of loan.

2. EDUCATIONLOAN

Education Loan was introduced as per the recommendation of Vepa Kamesam

Committee way back in 1981. Various modifications have been made in the

scheme from time to time. In the recent past IBA prepared a model scheme

on Education loan at the instance of Finance Ministry.

OBJECTIVE and SCOPE OF THE SCHEME:-

Deserving student should not be deprived of higher studies for want of

financial support.

There are two distinct schemes .1) in Studies India & 2) Studies abroad

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I .Studies in India for completing:-

a) Graduation courses like BA, B.Sc., and B.Com. Etc.

b) PG courses like M.A, M.Sc., and M.Com. etc.

c) Ph .D courses

d) Professional courses like Engineering, Medical, Agriculture,

Veterinary, Law, Dental, Management, Computer, ICWA, CA, CFA etc

e) Other courses leading to Diploma/Degree etc conducted by colleges/

universities approved by UGC/ GOVT. /AICTE / AIBMS / ICMR etc.

f) Computer certificate courses of reputed institutes acceded to department

of Electronics or institutes affiliated to some reputed university

g) Courses conducted by IIM, IIT, IISC, XLRI, NIFT etc.

h) Courses offered in India by reputed foreign universities

II .Studies abroad

a) Graduation -For job orientated professional/technical courses offered by

reputed universities.

b) PG courses like MCA, MBA ,MS etc

c) Research Works /Professional Courses etc. of Reputed Universities ,

d) Courses conducted by CIMA- London, CPA in USA etc.

ELIGIBILITY OF BORROWER

a. The student must be an Indian National.

b. Secured admission in professional / technical courses in India

through entrance test / merit based selection process.

c. Secured admission to foreign university /institution through

entrance test /merit based selection process.

AGE LIMIT:

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Age should be 18 to 25 years for vocational training course and job

Oriented diploma course and graduation courses.

QUANTUM OF FINANCE:-

Need based finance subject to repaying capacity of parents/

students with margin and subject to-

Maximum Rs.10.0 lacs for studies in India

Maximum Rs. 20.0 lacs for studies abroad [subject to compliance

of Exchange control Regulations].

RATE OF INTEREST:-

upto & inclusive of Rs.4 lacs BPLR-1.0% Limit

=12.75%(w.e.f. 01.12.08)

Limit above Rs.4 lacs BPLR-0.5%

=13.25%

Students satisfying DRI norms / 60% handicapped - 4%

During moratorium period/repayment holiday interest to be debited on

quarterly /half-yearly on simple basis.

Penal interest @ 2 % p.a. on overdue amount for the overdue period only

for limits above Rs.4 lacs

SECURITY

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Upto Rs.4 lacs No security

Above Rs.4 lacs and up to Rs. 10 lacs

Satisfactory third party guarantee.

Collateral security equal to 100% of loan or co-obligation of

parents/guardian/ third party for 100% of loan. Third party guarantee may be

waived if the net worth/means of parent is satisfactory. Parent will be joint

borrower in this case

The security may be in the form of land/ building, liquid instruments,

LIC, Gold, shares, bank deposits etc.

3.CAR LOAN(UCO CAR)

Purpose of Car Loan:

A new car, jeep or Multi Utility Vehicles (MUVs)

A used car / jeep (not more than 5 years old). (Any make or model).

Take over of existing loan from other Bank/Financial institution

Target Group

(a) Employees/Salaried group. Permanent employee with min. 2 yrs

completed service and 5 yrs remaining service

(b) Established Professionals & Businessmen

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Income Crieteria

(a) Minimum take home pay Rs.7500/- per month plus the amount of EMI

(b)Minimum income Rs.1.20 lac per annum as per Income

TaxReturn/Assessment during the preceding year in which loan is sanctioned.

Adequate precaution is to be taken as regards verification and credit worthiness

of the applicant .

. Amount of loan for new vehicle

Maximum Rs.7.50 lac or 85% of the cost of the vehicle whichever is less.

.Amount of loan for 2nd-hand vehicle.

Maximum 3.50 lakhs or 70% /60%of the cost of the vehicle whichever is less.

In case of old vehicle the borrower has to produce Certificate of Fitness from

a qualified automobile engineer and a Valuation Certificate from the

approved valuer/surveyor.

Repayment

Maximum 3.50 lakhs or 70% /60%of the cost of the vehicle whichever is less.

In case of old vehicle the borrower has to produce Certificate of Fitness from

a qualified automobile engineer and a Valuation Certificate from the

approved valuer/surveyor.

. Rate of Interest

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General category----BPLR-0.75%=13.0%wef1.8.08

Other category ( where full security /salary tie up/ doctor/medical practitioners,

newly introduced category )----BPLR-1.5=12.25% wef01.08.2008 .

Penal intrest In case of default, penal interest of 0.5% for the period of

default on the defaulted instalment over and above the applicable rate of interest

should be levied.

Documentation

A36(Revised) A26A Guarantors Statement, Letter of Guarantee (wherever

required), Credit Report (Contd.) of Borrower & Guarantor.

Security

Hypothecation of Car **CLS Offered/stipulated by sanctioning authority.

4 LOAN TO PENSIONERS(UCO PENSIONER)

Target group

Pensioners who receive pension through our Branch only

War widows and widows drawing family pension through our branch are also

eligible provided there is another co-borrower of sufficient means.

Purpose

a) Medical Exp. for self / spouse / dependent childrenb) Payment of Med claim premium for self & dependents

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c) Marriage Exp. in the family

d) Educational expenses of dependent children

e) Travelling

f) Repair of house

g) Funeral Expenses.

Quantum of Finance

10 times of monthly pension received upto a ceiling of Rs.1,00,000/-.

Security

Clean. Therefore, to safeguard Banks interest irrevocable letter of authority

from pensioner authorising the Bank to debit his/her pension SB/Current A/c by

the amount of monthly instalment till liquidation of loan account has to be

taken.

Guarantee

a) Personal guarantee from spouse eligible to receive family pension in the

event of death of the pensioner.

b) Where spouse is predeceased, guarantee of sons/ daughters or a third party.

Rate of Interest

BPLR =13.75%wef1.12.08

Repayment

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In 12 to 24 monthly instalments after one month from disbursement. Instalments

to be deducted on the day of payment of pension. In genuine cases repayment

may be extended to 36 months.

5.PROPERTY LOAN SCHEME(UCO MORTGAGE)

Purpose

Credit facility will be sanctioned to various segments of population to meet their

financial needs against mortgage of their immovable property located in

metro/urban/semi-urban centres. Credit facility may be by way of term loan or

overdraft facility as per requirement of the borrower.

Eligibility

(a) Non-salaried class of people including professionals/ businessmen who have

regular source of income and are filing IT Return

(b) Maximum age limit of the borrower on the date of applying for the Credit

facility is 65 years.

(c) Employees of Central and State Governments, schools, colleges, public

sector undertakings, reputed corporate business enterprises.

Quantum of credit

(a) Credit facility for an amount of 60 per cent of the value of the property in

the form of non-agricultural land/land with building constructed thereon/

flat/apartment/commercial property in the name of the borrower (or in joint

names) may be considered. In case the property is rented, it is to be ensured that

the valuation is suitably adjusted to ascertain the realizable value of the propertydue to tenancy conditions.

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(b)The minimum and maximum amount of Credit facility to be considered for

sanction are Rs. 2 lac and Rs. 50 lac respectively.

Repayment

Maximum 84 Equated Monthly Instalments EMIs.

Rate of intrest

Rate of

Interest

10.04.07

to 30.06.08

With Effect From

To 1.7.08

31.07.08

WEF

01..12.2008

BPLR+1=14.5 %

as Floating wef

1.7.07

BPLR+2.0=16.0

%

BPLR+2=15.75%

14.75% as fixed

wef 1.7.07

BPLR+2.0=16.0

%

BPLR+2=15.75%

Security

Equitable Mortgage (EM)/Registered Mortgage of unencumbered non-

agricultural land/residential house/flat/apartment/commercial property situated

in metro/urban/semi-urban centres in the name (in joint names) of theprospective borrower.

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In case of availment of credit facility against property in the name of a third

party, the owner of the property shall have to stand as a guarantor.

6.UCO SHOPPER

UCO SHOPPER is also a kind of loan granted for the purchase of consumer

goods or scooter/two wheeler

Target group

(a)Employees/Salaried group

(b)Established Professionals & Businessmen

Income Criteria

Take home Pay

Minimum Rs.36,000/- per annum. Spouses income may be clubbed

Minimum Rs.60,000/- per annum .To be verified by Manager on the basis

of certificate either from Panchayat /Municipality or recent I.T. return

filed. Agriculturist with income of Rs60000/- & above may be covered

under the scheme. Income verification as in case of UCOKHJY

Amount of Loan

Minimum Rs.10,000/-

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Maximum Rs.1,00,000/- OR

Ten times of monthly take home salary whichever is less

Schedule for Repayment

Maximum 60 Equated Monthly Instalments commencing after one month of

disbursement

Rate of Intt.

BPLR+1% =14.75%

wef 01.12.2008

SERVICES OF UCO BANK

1.Visa International Debit Card

Visa International Debit Cards are issued to any customer having a

Saving/Current Account at free of cost The cards can be used for purchase of

any items in any of the Point of Sales (Merchant Establishments)

Uses of Visa international debit card

1. A customer can use the Visa Debit Card to withdraw cash from UCO

Bank ATM, SBI ATMs, MITR Bank ATMs The members of the MITR

group are 1.Punjab National Bank 2. Indian Bank Oriental Bank of

Commerce 4. Ucobank 5. IndusInd Bank. 6. Bank of Maharashtra .The

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through Visa Debit Card provides online acceptance to Bank account

anytime, anywhere all VISA enabled ATMs worldwide.

2. A debit card can be used to make payment for any goods and services

availed at any point of sales (merchant establishments). (Which accept

VISA Cards and having electronic terminals). The Visa Debit Card

holders can purchase goods at around 13 million merchant outlets

worldwide.

3. It ensures security i.e. Personal Identification Number (PIN) is used at

ATMs and signature at point of sale

4. There is no fear of over spending in case of debit cards.

5. It gives 24 hour access to bank.

6. There is no interest cost to the card holder as the account gets debited

instantly

7. UCOBank has joined National Financial Switch(NFS) thus enabling card

users access to 31240 ATMs of 33 banks across the country

2 ATM Services

UCO bank has installed about 335 ATMs at various places across the country.

There are a number of on-site ATMs (physically attached to a branch) and many

Off-site ATMs as well.

The VISA international debit cards issued by branches can be used to access our

ATMs. As has been mentioned above we have also entered into an agreement

with SBI to share their ATMs and we are also one of the members of the MITR

group for sharing the ATMs.

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3.INERNET BANKING E-Banking

The internet empowers the Bank to add a completely new dimension to the

relationship with customer. Though internet, our bank provides direct access to

banking services by UCO e-banking, tailored to suit the requirement of

customers 24X7. With this, customers can now have access to a host of

services sitting in the comfort of their home/office.

UCO e-Banking Services are available to customers of all the branches under

Centralised Banking System(CBS). Customers can view and transact their

banking business anytime anywhere online. The services are available to

customers of selected branches under Non-CBS system who can only view the

position of their accounts as of any previous day in offline mode. Transacting

facility is not provided to them.

Facilities available to e-Banking customer

a) View account details/statement/transaction history

b) Funds Transfer to another account of self or third party within UCO

Bank.

c) Utility Bills Payment e.g. Mobile Bills, Telephone, E.B. LIC Premium

etc.

d) Tax Payment ePayment of Central Exise, Sales Tax, Service Tax,

Income Tax etc

e) Request for issue of Cheque Books/Demand Drafts or Stop Payment

f) Send Mails to Relationship Manager/Branch Head

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g) Know Maturity Value of Deposits and EMI of loans

h) Change Password and user profile

4.UCO MOBILE BANKING

UCO Mobile Banking launched by our bank is a technology based new service

to our customers allowing them to avail selected banking services through their

mobile phone using SMS messagingThe service is offered at all our CBS

branches to our existing e-banking customers as well as to customers not

registered under UCO e-banking.

Mobile Banking services are operated through Push and Pull Messages.

PUSH messages are customized alerts. The customers registered under

Mobile Banking facility will get SMS alerts for various activities, like

Salary Credit

Account getting debited by a certain amount or above

Account getting credited by a certain amount or above

Cheque Bounce

Balance above certain limit

Balance below a limit

PULL Services: Under this the customers can submit a request for any

information/service and will get a response. The twin activities of sending the

request by the customer and getting the response from the system constitutes

one PULL message.

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The following functionalities are presently available to customers under

Request Facility

Account opening request

Balance Enquiry

Last 3 transactions

Cheque status enquiry

Account statement request

Funds transfer request (between self accounts)

Third party funds transfer request

.

CHAPTER 4

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RESEARCH

METHODOLOGY

RESEARCH OBJECTIVES

.

To study the aspect of RETAIL BANKING in UCO BankDharamshala

.

To study the various Deposit schemes offered by UCO Bank.

To study and analyse the various Personal Loan Schemes offered by

UCO Bank.

TO study the Satisfaction Level of UCO Bank customers.

To study the different Services offered by the UCO Bank.

To analyse the general strengths & weaknesses relating to the banking

activities of UCO Bank Dharamshala.

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RESEARCH DESIGN

1) Statement of the problem

2) Research Methodology

Type of study

Data collection

Sampling

Tools & techniques

3) Scope of study

4) Limitations

Defining Research Problem

Problem definition is the first & foremost part of the research process,

without this research cannot be completed until and unless there is a problem

or objective, the research cannot be initiated. Problem definition refers to the

objective on which research has to be done, so problem definition in my

project work is to study the Retail Banking in UCO BANK

I. Research Methodology

Research refers to search for knowledge. In other words research is defined as

a careful investigation or inquiry especially through for new facts in any branch

of knowledge.

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Research Methodology is one of the important aspects of any project.

This gives us clear-cut view of method so used while gathering the information

so needed for the completion of the report.

a) Type of Study: Study is empirical in nature as its based upon the

facts and figures.

b) Data Collection: Source of Data:

Two types of data sources will be taken into consideration

Primary Data

Secondary Data

Primary Data: The primary data are those which are collected a fresh and for

the first time, and thus happen to be original in character. Under this project

direct collection of data from source of information & techniques such as

personal interviewing and survey through questionnaire for customers has beenconsidered.

Secondary Data: Secondary data is one which has already been collected by

someone else and which has already been passed through statistical processing.

Under this project secondary data is been collected from journals, magazines, &

web sites.

C) Developing Sample Design :

Sample design refers to number of items to be included in sample

It refers to the technique or procedure the researcher would adopt

In selecting items from the sample.

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Type of universe: The universe is the entire group of items the researcher wish

to study and about which they plan to generalize. Under this project type of

universe include people residing in Dharamshala & surrounding rural area.

Sampling Unit: .Sampling unit refers to number of persons who can represent

the whole population.

Size of Sample : Number of people surveyed. Generally large Sample more

reliable result than small sample. The sample Consist of 120 respondents.

Sampling Procedure: Sampling procedure refers to technique Used in

selecting the items for the sample. Under this project selection of respondents is

on the basis of convenience sampling.

Tools and Techniques: In this study tools and techniques used are tables,

graphs & percentages techniques.

Scope of Study: This study is mainly confined to the customer of Kangra &

near villages. The size of sample is 120 respondents.

Limitations of the Study:

Time for the completion of the project was too short to do anin-depth study.

The facts and concepts of Respondents may be biased, imaginary and

may be based entirely on their personal experience .

Most of question in the questionnaire was close ended which reduced the

scope for people to give free opinion.

The sample size was not enough to reach on any exact conclusion.

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CHAPTER 5

DATA ANALYSIS

&

INTERPRETATION

1. Do UCO Bank employees pay kind attention & listen to you patiently?

Options Number %age

Yes 48 80

No 12 20

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2. Do you

think UCO

Bank

products &

services suit

your needs?

Options Number %age

Yes 40 66.66

No 20 .33.34

3.

0102030405060708090

YES NO%AGEOFRESPONSESeCUSTOMER RESPONSES

CUSTOMER SATISFACTION LEVEL

%age

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3. Do you think that the rate of interst charged on loan schemes is justificable?

Options Number %age

Yes 15 25No 45 75

4. Is the documentation process very long and cumbersome?

Options Number %age

Yes 24 40

No 36 60

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5. Where would you rank UCO BANK Products & services?\

Excellent 6 10%

Very good 24 40%Good 20 33.33%

Fair 6 10%

Poor 4 6.66%

QUALITY OF UCO PRODUCTS

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6. Rank the following Banks?

Bank number %age

SBI 25 41.66%

PNB 12 20%

UCO 15 25%

Others 8 13.33%

RANKING

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FACTS

80% respondents(customers) are satisfied with the staff and agree that

they are properly guided and counseled

66.66% people say that the products offered by UCO Bank suit their

needs. Only 25% customers feel that the intrest rates on loans are justificable.

60% people believe that the documentation process is cumbersome.

40% people rank UCO Bank as very good. 33.3 % good and 10% as

excellent.

Male applicants are more than female applicants.

Maximum no of respondents are between the age group of 30-50

The monthly income of most of the people is between 10-20 thousand.

The requirement of most of the applicants is between 5-10 lacs.

Maximum no of respondents are attracted to the loan with a duration of15 and 20 years.

SATISFACTION SURVEY

A satisfaction survey was done based upon a questionnaire The

questionnaire was mostly filled by the existing customers of the bank .

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CHAPTER 6

CONCLUSION

CONCLUSION

UC

O Bank has emerged as an admired and trusted Financial instit- -ution.It has

been serving the nation for last 67 years. UCO Bank has strechted out to all

segments of the economy- be it agriculture, Indus- -try,trade &

commerce,services or infrastructure.UCO .Bank has also changed to be adept

with the newest technology,boasting of speciali- -zed computerized branches

in both India and overseas.

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Global banking has changed rapidly and UCO Bank has worked hard to adapt to

these changes. The bank looks forward to the future with excitement and a

commitment to bring greater benefits to its customers.

UCO Bank, with years of dedicated service to the Nation through active

financial participation in all segments of the economy - Agriculture, Industry,

Trade & Commerce, Service Sector, Infrastructure Sector etc., is keeping pace

with the changing environment. With a countrywide network of more than 2000

service units which includes specialised and computerised branches in India and

overseas, UCO Bank has marched into the 21st Century matched with

dynamism and growth!

The Bank has introduced attractive deposit schemes like Floating Rate

Deposits,Two way deposit scheme,Friend-in Need,UCO Laksmi yoj--na

etc.The loan schemes of the bank suit customer requirementApart from home

loan,car loan & Education loan,the Bank has also introdu--ced schemes like

UCO Mortgage, UCO Shopper, UCO Trader etc. The bank also provides

services like ATMs,Internet Banking,Mobile Banking etc.

As per the general view, Rate of Interest is the most important criteria for

selection of a bank for a products and services provided by the organization.

However factors like flexibility and other services are also a driver to the

customers.

To conclude it can be said that UCO is a strong brand and is serving the society

at its best, with rich experience, best services. Competent employees and strong

business ethics. The organization is earning a fair amount of profit since its

establishment and able to establish a good reputation.

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SUGGESTIONS

Thefollowing suggestions and recommendations have been made on the basis

of the whole analysis, which was designed to get the response of the existing,

previous, as well as potential customers.

More awareness has to be created regarding the products offered by UCO

Bank. The customers are not aware of all the products offered to them

and the facilities provided. So it is suggested that pamphlets should be

sent to customers to make them aware about the latest policies and

schemes.

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Facilities like Income Tax certificate should be sent to the customers by

post. This facility is only available to outstation customers only

.

The documentation process for taking a loan should be short and simple.

Regular updates to the existing customer regarding changes in interest

rates.

Proper guidance should be given regarding latest policies of UCO BANK

New loan schemes should be introduced to fulfill the needs of the weaker

sections of the society.

To develop Express DD counters at various branches from where

Demand Drafts can be purchased without any waiting time.

To open & develop NO HOLIDAY branches to extend the business hours

for public transactions during 365 days in a year.

Misleading or unfair highlighting of any aspect of any scheme/service

marketed by the Bank leading to unfair practice shall not be resorted toby the Bank.

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QUESTIONNAIRE

A

s a part of my summer training I have prepared a questionnaire regarding

RETAIL BANKING IN UCO BANK.So you are requested to choose the

most appropriate option given below in each question. Thanks for your

cooperation.

UCO BANK (DHARAMSHALA)

1. Do you have an account in UCO Bank Dharamshala?

(a) YES ( ) (b) NO ( )

2. Do you get proper attention and UCO Bank employees listen to you patiently?

(a) YES ( ) (b) NO ( )

3. Do you think UCO Bank products & services suit to your needs?

(a) YES ( ) (b) NO ( )

4.Are you satisfied with the intrest rates on your deposits?

(a) YES ( ) (b) NO ( )

5. Do you think UCO Bank charges a fair intrest on various loan schemes?

(a) YES ( ) (b) NO ( )

6. Do you want UCOBank to introduce any new products and services?.

(a) YES ( ) (b) NO ( ) If yes then what?............

7. Is the documentation process very long and cumbersome?

(a) YES ( ) (b) NO ( )

8 Any thing which you do not like in UCO Bank and would like UCO to improve?.

(a) YES ( ) (b) NO ( )

If YES , then please mention ..

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8. Where would you rank UCOBank Products & services?

Excellent

Very good

GoodFair

Poor

10. Rank the following Banks?

Bank number %age

SBI

PNB

UCO

Others

11. Has the recent hike in interest rates effected your decision to take

newproducts or repay the existing loan?

(a) YES ( ) (b) NO ( )

12.Are you satisfied with the Banking activities of the UCO Bank?

(a) strongly satisfied ( ) (b) quite satisfied ( )

(c) satisfied ( ) (d) quite dissatisfied ( )(e) strongly dissatisfied ( )

BIBLIOGRAPHY

BOOKS: Indian Financial system , M Y Khan , Tata McGrawhill

Publication.

Indian Financial Sysrem , L M Bhole , HimalayanPublication

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Indian Banking , Rosy Joshi , Kalyani Publishers

Security Analysis & Portfolio Management , Rosy Joshi

,Kalyani Publishers

NEWSPAPERS & MAGAZINES:

Business World

Business Today

India Today

The Economic Times

The Financial Express

Business Standard

WEBSITES:

www.ucobank.com

www.moneycontrol.com Zo.drmshala@ucobank.co.in www.gogle.com

Ro.drmshala@ucobank.co.in

http://www.ucobank.com/http://www.moneycontrol.com/mailto:Zo.drmshala@ucobank.co.inhttp://www.gogle.com/mailto:Ro.drmshala@ucobank.co.inhttp://www.ucobank.com/http://www.moneycontrol.com/mailto:Zo.drmshala@ucobank.co.inhttp://www.gogle.com/mailto:Ro.drmshala@ucobank.co.in