Grahak Mitra

Roles & Responsibility

1. Customer Service & Support

   • Assist walk-in customers in understanding basic banking services.

   • Help customers fill out forms for account opening, deposits, withdrawals, and loan applications.

   • Guide customers on using digital banking channels like YONO SBI, mobile banking, and ATM services.

   • Provide information on various banking products (savings accounts, term deposits, government schemes, etc.).

2. Financial Inclusion

   • Promote and support financial literacy among villagers and low-income groups.

   • Assist in enrolling customers under social security schemes like:

     • Pradhan Mantri Jan Dhan Yojana (PMJDY)

     • Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY)

     • Atal Pension Yojana (APY)

     • Pradhan Mantri Suraksha Bima Yojana (PMSBY)

   • Support in Aadhaar seeding and mobile number linking with bank accounts.

3. CSP (Customer Service Point) Management

   • Act as a link between the CSP operator (Business Correspondent) and customers.

   • Ensure smooth functioning of the CSP location, maintaining customer queue discipline.

   • Help maintain transaction records, passbooks, and assist in generating transaction receipts.

   • Report technical or service issues to the concerned SBI authorities or the Business Correspondent Manager.

4. Digital Banking Promotion

   • Encourage and train customers in using digital banking solutions like:

     • BHIM UPI

     • QR Code Payments

     • Internet banking and debit card usage

   • Create awareness about cybersecurity and safe banking practices.

5. Customer Grievance Redressal

   • Listen to customer complaints and assist in resolving basic issues at the CSP level.

   • Escalate unresolved issues to the appropriate SBI branch or CSP supervisor.

6. Community Engagement & Awareness

   • Conduct door-to-door visits or group meetings to raise awareness about banking facilities.

   • Help organize SBI-sponsored community banking programs or financial literacy camps.

Desired Qualities & Skills

• Good communication skills in local language.

• Basic understanding of banking processes and digital platforms.

• Customer-friendly attitude and ethical conduct.

• Familiarity with computers or smartphones.

Job Requirements

Job Purpose

To assist customers at SBI Customer Service Points (CSPs) in accessing basic banking services, promote digital banking and financial inclusion, and ensure effective last-mile delivery of SBI products and services.

Key Responsibilities

• Guide customers in using SBI services such as account opening, deposits, withdrawals, and government schemes.

• Promote and assist in enrolling customers in financial inclusion and social security schemes (PMJDY, APY, PMJJBY, PMSBY).

• Educate and support customers in using digital banking platforms (YONO SBI, UPI, mobile banking, ATM).

• Maintain customer interaction records and help with passbook updates and transaction slips.

• Ensure smooth operation at CSP counters and report any technical or customer issues.

• Raise awareness about cybersecurity, fraud prevention, and safe banking practices.

• Organize community engagement activities to increase outreach and participation.

Eligibility CriteriaEducational Qualification

• Minimum: Graduation

• Basic computer knowledge is essential

Age Limit

• Between 18 and 35 years (Relaxation applicable for SC/ST/OBC as per norms)

Experience

• Prior experience in customer service or community work preferred but not mandatory

Skills & Competencies

• Good communication skills in the local/regional language

• Familiarity with smartphones, digital payments, and mobile apps

• Friendly, honest, and service-oriented behavior

• Ability to maintain discipline and confidentiality

• Strong interpersonal and community engagement skills

Employment Type

• Contractual / On commission basis (through CSP/Business Correspondent)

Other Requirements

• Must be a local resident of the CSP area

• Should have a clean record and good social reputation

• Willing to undergo SBI or BC partner training if required

Additional Requirements

1. Identity & Background Verification

   • Must provide valid government-issued identity proof (Aadhaar card, PAN card, Voter ID, etc.).

   • Background verification and police clearance certificate may be required.

2. Basic Infrastructure

   • Should have access to a smartphone or tablet with internet connectivity for digital transactions and updates.

   • Ability to operate a biometric device and printer, if required by the CSP.

3. Banking Awareness

   • Basic understanding of financial products like savings accounts, fixed deposits, insurance, pensions, and remittance services.

   • Familiarity with government financial inclusion initiatives and DBT (Direct Benefit Transfer) programs.

4. Ethical Conduct

   • Must maintain high ethical standards, including confidentiality of customer information.

   • No involvement in financial fraud, misconduct, or criminal activity.

5. Training & Certification

   • Willingness to attend orientation sessions and training programs conducted by SBI or its Business Correspondent partners.

   • May need to pass an internal assessment/test after training for role confirmation.

6. Work Timings & Availability

   • Must be available during CSP working hours, including weekends or peak periods if required.

   • Punctuality and daily presence at the CSP location is mandatory.

7. Community Trust & Engagement

   • Should be a well-known and trusted member of the local community.

   • Capable of building rapport with villagers, SHGs, farmers, pensioners, and unbanked individuals.

8. Reporting & Record-Keeping

   • Able to maintain daily transaction logs, customer registers, and service reports as required by the CSP operator or SBI.

Benefits

1. Earning Opportunity

   • Performance-based income through commissions and incentives on banking transactions (e.g., deposits, withdrawals, enrollments).

   • Potential to increase income with higher customer engagement and service delivery.

2. Skill Development

   • On-the-job training in basic banking, digital finance, and customer service.

   • Exposure to government schemes, digital payment systems, and financial literacy.

3. Community Recognition

   • Respected social status as a banking representative in the local community.

   • Opportunity to support financial inclusion and empower unbanked or underbanked individuals.

4. Certification & Training

   • Access to SBI or Business Correspondent (BC) partner training sessions.

   • Possible certification in financial literacy, digital banking, or microfinance operations.

5. Career Growth

   • Experience as a Grahak Mitra may lead to future roles in banking services, CSP operations, or financial advisory.

   • Opportunity to expand services (e.g., bill payments, insurance, remittance) and grow the customer base.

6. Flexible Working Model

   • Local placement close to residence – no long commute.

   • Flexible hours under the supervision of the CSP Operator.

7. Contribution to Nation-Building

   • Be part of government-led missions such as Digital India, Financial Inclusion, and Jan Dhan Yojana.

   • Help bridge the gap between banks and underserved rural populations.

8. Support & Supervision

   • Regular support and guidance from SBI branch staff or CSP supervisors.

   • Technical support for biometric devices and digital platforms.

Apply Instruction

Step 1: Prepare Required Documents

Ensure you have the following documents ready:

• Recent Passport-size Photograph

• Aadhaar Card (Photocopy)

• PAN Card (Photocopy)

• Educational Certificates (Minimum 10th Pass)

• Police Verification Certificate (if available)

• Address Proof (e.g., Voter ID, Ration Card, Utility Bill)

• Bank Passbook (SBI account preferred)

• Resume or Bio-data (if applicable)

Step 2: Submit Your Application

Submit your completed application with documents through one of the following channels:

Option A – Through CSP Operator or Business Correspondent (BC) Manager:

• Visit your nearest SBI Customer Service Point (CSP) and speak with the CSP operator.

• Submit your documents for verification.

• The CSP operator or BC Manager will forward your application to the concerned SBI branch.

Option B – Directly to SBI Branch (if permitted):

• Visit your nearest SBI branch (preferably where CSP is located).

• Submit your application to the Branch Manager or Financial Inclusion Officer.

• Mention the CSP location and your interest in working as a Grahak Mitra.

Step 3: Attend Interview/Verification

• Shortlisted candidates may be called for a brief interview or orientation by the CSP operator, BC partner, or SBI official.

• Final selection will be based on eligibility, local reference, and verification results.

Important Notes

• Selection is subject to SBI’s guidelines and CSP operator approval.

• No application fees should be paid to anyone claiming guaranteed selection.

• Preference will be given to local residents familiar with the area and its people.