The document discusses various emerging trends in financial services such as personalized banking options like ATMs, mobile banking, e-banking, credit/debit cards, and electronic fund transfer systems like NEFT, RTGS, and IMPS. It provides details on the ATM system including services available, free transaction limits, safety guidelines, and complaint procedures. It also explains the processes, eligibility criteria, and transaction charges for NEFT, RTGS, and mobile-based IMPS funds transfers. Additionally, it mentions that HSBC introduced the first ATM and SBI the first floating ATM in India, and covers the domestic Rupay card scheme.

1. Emerging Trends in
Financial Services
S.R.Deepika
Assistant Professor
Department of BBA
Kristu Jayanti College

2. Emerging Trends in
Financial Services
Personalized banking:
• ATM
• Mobile Banking
• e-banking
• Credit & Debit Card
• Real- time Gross Settlement(RTGS)
• National Electronic Fund Transfer (NEFT)
• Immediate Payment Service (IMPS)
• Rupay

3. Automated Teller Machine (ATM)
• Automated Teller Machine is a computerized machine that provides
the customers of banks, the facility of accessing their account for
dispensing cash and to carry out other financial & non-financial
transactions without the need to actually visit their bank branch.
• ATMs set up, owned and operated by non-banks are called White
Label ATMs. Non-bank ATM operators are authorized under
Payment & Settlement Systems Act, 2007 by the Reserve Bank of
India
• ATM cards/debit cards, credit cards and prepaid cards (that permit
cash withdrawal) can be used at ATMs for various transactions.

4. Services/facilities available at ATMs
• Account Information
• Cash Deposit
• Regular Bills Payment
• Purchase of Re-load Vouchers for Mobiles
• Mini/Short Statement
• PIN change
• Request for Cheque Book

5. Are customers entitled to any free transactions at ATMs?
• With effect from November 01, 2014, a bank must offer to its savings bank account holders
a minimum number of free transactions at ATMs as under:
• Transactions at a bank’s own ATMs at any location: Banks must offer their savings bank
account holders a minimum of five free transactions (including both financial and non-
financial) in a month, irrespective of the location of ATMs.
• Transactions at any other banks’ ATMs at Metro locations: In case of ATMs located in six
metro locations, viz. Mumbai, New Delhi, Chennai, Kolkata, Bengaluru and Hyderabad,
banks must offer their savings bank account holders a minimum of three free transactions
(including both financial and non-financial transactions) in a month.
• Transactions at any other banks’ ATMs at Non-Metro locations: At other locations,
banks must offer the savings bank account holders a minimum of five free transactions
(including both financial and non-financial transactions) in a month at other bank ATMs.
• RBI has mandated only the minimum number of free transactions at ATMs. Banks may offer
more number of transactions free of cost to their customers.

6. Cont…
• customers can be charged for transactions at
ATMs over and above the mandated number
of free transactions. In case a bank decides to
levy charges, the customer can be charged a
maximum of Rs. 20/- per transaction (plus
service tax, if any) by his/her bank.

7. Do’s and Don’ts to keep transaction
safe and secure at ATM
• Customer should conduct any ATM transaction in complete privacy.
• Only one card holder should enter and access ATM kiosk at a time.
• He/she should never lend his/her card to anyone.
• Do not write PIN on the card.
• Never share PIN with anyone or seek help from anybody by handing over
the card and revealing the PIN.
• Never let anyone see the PIN while it is being entered at the ATM
• Never use a PIN that could be easily guessed. e.g. his/her birthday,
birthday of spouse or telephone number.
• Never leave card in the ATM

8. • Register mobile number with the card issuing bank for getting alerts for
ATM transactions. Any unauthorized card transaction in the account, if
observed, should be immediately reported to the card issuing bank.
• Beware of any extra devices attached to the ATMs. These may be put to
capture customer’s data fraudulently. If any such device is found,
inform the security guard / bank maintaining it immediately.
• Keep an eye on suspicious movements of people around ATMs.
Customer should beware of strangers trying to engaging him/her in
conversation or offering assistance / help in operating the ATM.
• Remember that bank officials will never ask for card details or PIN over
telephone / email. So, do not respond to any mails from people
indicating that they represent your bank.

9. Procedure for complaints
• The customer has to approach his/her bank (bank that issued the card) to lodge a
complaint in the event of a failed ATM transaction.
• The time limit, for resolution of customer complaints by the issuing banks, is within
7 working days from the date of receipt of customer complaint. Hence the bank is
supposed to re-credit the customer’s account within 7 working days. For failure to
re-credit the customer’s account within 7 working days of receipt of the complaint
from the customer, the bank is liable to pay Rs 100 per day as compensation to the
customer.
• If a complainant does not get satisfactory response from his/her bank within a
maximum period of thirty (30) days from the date of his lodging the complaint,
he/she will have the option to approach the Office of the Banking Ombudsman for
redressal of his grievance.

10. Who invented the ATM?

11. John Shepherd-Barron installed the world's first
automatic cash dispenser at a Barclays Bank
branch near London in 1967

12. Who first introduced
ATMs in India?

13. HSBC - the Hongkong and Shanghai Banking
Corporation - was the first bank to introduce
the ATM concept in India way back in 1987.

14. Where is the world's
highest ATM?

15. Sikkim
• On December 12, 2003, UTI Bank inaugurated its ATM at Thegu,
near the Nathu-la Pass in Sikkim, which is at 13,200 feet above sea
level.
• That makes it an ATM at the highest location in India.
• NCR Corporation provided the technology to build this heat-
generating ATM, which is capable of handling rough weather and
sub-zero temperatures.
• The ATM caters to Indian army personnel -- especially of the 63rd
Mountain Brigade, which has its headquarters there and tourists.

16. Who set up the world's first
floating ATM?

17. State Bank of India has set up the world's first-
ever floating ATM on a boat in Kerala.

18. Electronic Fund Transfer
If one want to electronically transfer money,
bank broadly give three options:
• National electronic funds transfer (NEFT)
• Real-time gross settlement (RTGS)
• Immediate payment service (IMPS)

19. Whom is it beneficial?
• When the ECS transactions are bulk and repetitive ,this is basically
of two types:
• ECS Credit (One large debit & multiple credits ) – For e.g., salary,
dividends
• ECS Debit (One large credit & multiple debits) – For e.g., bill
payments, mutual fund SIP
• Apart from repetitive corporate transactions, NEFT and RTGS are
also used by individuals on need basis . When one transfer fund to
friend or relative he is essentially using NEFT or RTGS

20. NEFT
• National Electronic Funds Transfer (NEFT) is a nation-wide payment system
facilitating one-to-one funds transfer. Under this Scheme, individuals, firms
and corporates can electronically transfer funds from any bank branch to
any individual, firm or corporate having an account with any other bank
branch in the country participating in the scheme.
• For being part of the NEFT funds transfer network, a bank branch has to be
NEFT- enabled.
• In this process, the funds are transferred in batches from one bank account
to another.
Day Timing No.of settlements
Monday – Friday 8 AM to 7 PM 12
Saturday 8 AM to 1 PM 6

21. Who can transfer & receive funds through NEFT?
• Individuals, firms or corporates maintaining accounts with a bank branch can
transfer funds using NEFT.
• Individuals who do not have a bank account (walk-in customers) can also deposit
cash at the NEFT-enabled branches with instructions to transfer funds using NEFT.
However, such cash remittances will be restricted to a maximum of Rs.50,000/- per
transaction. Such customers have to furnish full details including complete address,
telephone number, etc.
• It is, necessary for the beneficiary to have an account with the NEFT enabled
destination bank branch in the country.
• The NEFT also facilitates one-way cross-border transfer of funds from India to
Nepal. This is known as the Indo-Nepal Remittance Facility Scheme.

22. NEFT Process
• The payments are cleared/settled in batches every hour. For the last two
settlements on weekdays and last settlement on Saturday the account of
beneficiary will be credited the next day.
• There is no limit – either minimum or maximum – on the amount of funds that
could be transferred using NEFT. However, maximum amount per transaction is
limited to Rs.50,000/- for cash-based remittances within India and also for
remittances to Nepal under the Indo-Nepal Remittance Facility Scheme.
• Following are the requirements for funds transfer transaction using NEFT:
– Originating and destination bank branches should be part of the NEFT
network
– Beneficiary details such as beneficiary name, account number and account
type, name and IFSC of the beneficiary bank branch

23. Transaction Charges for NEFT
Transaction Limit Charges
Amounts up to Rs 10,000 Rs 2.50 + Service Tax
Amounts above Rs 10,000 up to
Rs 1 lakh
Rs 5 + Service Tax
Amounts above Rs 1 lakh upto
Rs 2 lakh
Rs 15 + Service Tax
Amounts above Rs 2 lakh Rs 25 + Service Tax

24. RTGS
• The acronym 'RTGS' stands for Real Time Gross Settlement, which can be
defined as the continuous (real-time) settlement of fund transfer individually
on an order by order basis (without netting).
• 'Real Time' means the processing of instructions at the time they are
received rather than at some later time;
• 'Gross Settlement' means the settlement of funds transfer instructions occurs
individually (on an instruction by instruction basis).
• The RTGS system is primarily meant for large value transactions. The
minimum amount to be remitted through RTGS is ` 2 lakh. There is no upper
ceiling for RTGS transactions.

25. Processing Charges / timing for
RTGS transactions
• Inward transactions – Free, no charge to be levied.
• Outward transactions:
Amount Maximum charges
Rs. 2 – Rs. 5 lakh Rs. 30 per transaction
Above 5 lakh Rs. 55 per transaction
Day Start Time End Time
Monday to Friday 09:00 AM 04:30 PM
Saturday 09:00 AM 01:30 PM

26. Essential information that the remitting customer
would have to furnish to a bank
The remitting customer has to furnish the following information to a bank
for initiating a RTGS remittance:
• Amount to be remitted
• Remitting customer’s account number which is to be debited
• Name of the beneficiary bank and branch
• The IFSC Number of the receiving branch
• Name of the beneficiary customer
• Account number of the beneficiary customer
• Sender to receiver information, if any

27. IMPS
• IMPS offers an instant, 24X7, interbank electronic fund
transfer service through mobile phones.
• IMPS is used to transfer money instantly within banks
across India through mobile, internet and ATM which is not
only safe but also economical both in financial and non
financial perspectives.
• This facility is provided by National Payments Corporation
of India (NPCI)

28. Pre-Requisites for Mobile Banking through IMPS
Registration for Remitter:
• Register yourself with the mobile banking service of the bank.
• Get Mobile Money Identifier (MMID) and MPIN from the bank
• Download Software (Application) for mobile banking (ensure the
compatibility of mobile with the application) or use the SMS facility in
your mobile if your bank provides IMPS on SMS
Registration for Beneficiary:
• Link your mobile number to the account in the respective bank.
• Get Mobile Money Identifier (MMID) from the bank

29. For Remitter (To send money):
• Login to the application and select the IMPS menu from the IMPS or use the SMS
facility in your mobile if your bank provides IMPS on SMS
• Get Beneficiary Mobile number and MMID
• Enter Beneficiary Mobile number, beneficiary MMID, Amount and your MPIN
• Await confirmation SMS for the debit in your account and credit in beneficiary A/C
• Note the transaction reference number for any future query
• Share your Mobile number and MMID with the remitter
• Ask the remitter to send money using your Mobile number and MMID
• Check the confirmation SMS for credit to your account from the remitter
• Note the transaction reference number for any future query

30. Objectives of IMPS
• To enable bank customers to use mobile instruments as a channel for accessing their
banks accounts and remit funds
• Making payment simpler just with the mobile number of the beneficiary
• To sub-serve the goal of Reserve Bank of India (RBI) in electronification of retail
payments
• To facilitate mobile payment systems already introduced in India with the Reserve
Bank of India Mobile Payment Guidelines 2008 to be inter-operable across banks
and mobile operators in a safe and secured manner
• To build the foundation for a full range of mobile based Banking services.

31. Rupay
• RuPay is an Indian domestic card scheme conceived and launched by
the National Payments Corporation of India(NPCI).
• It was created to fulfil the Reserve Bank of India’s desire to have a
domestic, open loop, and multilateral system of payments in India.
• RuPay facilitates electronic payment at all Indian banks and financial
institutions, and competes with MasterCard and Visa in India.
• NPCI maintains ties with Discover Financial to enable the card scheme
to gain international acceptance