Customer Onboarding

Course Objectives
 After completing this course, you will be able to:
 know the general guideline of saving account
 know basic process flow of account opening
 know the consents taken from Customer during account opening
process
 know various information to be captured
 Know the Dos & Don'ts
Responsibilities of GDS/Postman at Doorstep

Savings account opening (e-KYC)

Customer Onboarding
Current account opening
Merchant Onboarding
Cash Deposit & withdrawal

Remittance
Doorstep

Bill Payments
Account Servicing
QRCF

Account Modification Request

Account Closure Request

Third Party Insurance

Cross Selling Mutual Fund

Partner Bank’s Loan

General Guidelines for Saving Account

e-KYC At Doorstep
(Aadhaar
Only) At counters of HO/SO

Self Service (Mobile Banking)

Non e- At Counters of HO/SO co-located with IPPB Branch

KYC By filling of Account Opening Form
Any OVDs other than Aadhaar
AOM to scrutinize the filled in AOF

OVD – Officially Valid Documents

AOF – Account Opening Form
Account Lead Generation Process Flow
• All the leads generated & received would be processed through
CRM
• The leads so generated would be mapped to ASP/IP as per the
Pin code
• During BOD process, the ASP/IP will map these leads to
respective GDS/Postmen
• The GDS/Postman once log in to their app, will see the leads
which are mapped to him for action
• The GDS/Postman will contact the customer & necessary
proceedings like scheduling or rescheduling & product interest
will be updated in the CRM
• The GDS/Postman need to update the feedback if any from the
customer either bad or good
Process flow for Opening IPPB -Saving Account……
• Mobile number and Aadhar number is obtained from the customer
1
• An OTP SMS is sent to customer to validate above Mobile Number provided
2 by customer

• If OTP is correct, the App checks for any existing account- Dedupe
3
• Customer is explained about the consent available on Screen – Very
4 Important

• Biometric Authentication through Aadhar number for e-KYC is done

5
Process flow for Opening IPPB -Saving Account
• On successful authentication the other details of the customer are entered in
6 the relevant fields

• Customer provides Biometric authentication on the completed application

7
• On successful authentication account is opened
8
• Customer receives SMS / E-Mail informing the account opening
9
• E-signed document containing all information is dispatched / emailed to the
10 customer
Process flow for opening POSB Account……
• After opening IPPB SB account the confirmation of customer is taken for

1 opening POSB account. If customer says Yes, another menu is chosen for
opening linked POSB account

• Existing IPPB account number is entered on screen and an OTP SMS is sent

2 to customer

• On successful authentication of OTP, GDS explains to customer about the

3 consents – Very Important

• Biometric authentication through Aadhar number for e-KYC is done

4
Process flow for opening POSB Account

5 • Other customer information is fetched from existing records

6 • All the account opening details of the customer are now sent to DoP

7 • DoP opens a digital POSB and sends the details to IPPB for linkage

• Customer receives SMS / E-Mail informing the account opening

8
Linking of IPPB with POSB- different scenarios

1. New customer

• For a new customer (not having a POSB account) a new

IPPB SB account be opened and will remain Primary account
& a digital POSB account will be opened for sweep in & out
purpose (if customer wishes to)
Linking of IPPB with POSB- different scenarios

2. Existing POSB – KYC compliant customer

• If the Aadhaar Number and POSB Account number

provided by the customer matches then the account will be
flagged as POSB primary account and the IPPB account will
be linked for sweep-out and sweep-in purpose
• The GDS/Postman should educate the customer regarding
the interoperability services of IPPB & POSB
Linking of IPPB with POSB- different scenarios

3. With POSB but No Match

• Customer provides the POSB account to the GDS/Postman

• In case of no match then the account remains IPPB Primary
and a new digital POSB can be created (if customer wishes
to)
Linking of IPPB with POSB- different scenarios

4. New customer not willing to link with

POSB

• IPPB Account remains Primary account with a capping of

Rs.1 Lakh
Handover of Welcome Kit

Linking of Insta Kit & QR Code

• Once the linking is done, GDS/Postman hands over the Insta
kit to customer after entering Insta Kit ID in the field
• The QR Card is also being linked to the account
Various Consents taken from Customer during
Account Opening

Aadhaar DBT CKYC E-Sign

Linking and
FATCA Form 60 Nomination Sweep
(primary POSB)

Linking and
General
Sweep
Declaration
(primary IPPB)
Capturing of Details from Customer

Non Mandatory details to

Details Auto Fetched Mandatory details to be be taken from Customer
from Aadhaar Server taken from Customer (Customer can choose
not to provide )
• First Name • Mobile Number
• Middle Name • Pan Number/Form 60 • Customer Category
• Last Name • Mother's Maiden Name • Total Family Income
• Gender • Occupation • Mode of Statement
• Date of Birth • Communication
• Permanent Address Address (if differ from
• Photograph Permanent)
• Father’s Name • FATCA declaration
• Marital Status
• Initial Funding Mode
and Amount
• Consent for Nomination
Various Checks from Back End

De-Duplication
AML Check PAN Validation
Check
• This check is • AML check is • The PAN number
basically done to background check will be validated
check whether of customer, if from NSDL site by
customer has any system doesn’t the system
existing account clear this check • In case of any
• If yes, GDS/Postman then the account mismatch,
has to advise the gets opened but its customer may ask
customer to use old flagged as high risk to resubmit or opt
account for Form 60
Benefits of e-KYC Account Opening

•Only Aadhaar based KYC authentication

•Faster and smoother account opening experience
•Customer can avoid the hassle of arranging and carrying paper work like
photocopies of KYC documents, physical photograph
•Account opening request from customer completes in 5 minutes
•Instant account number and QR Card available for customer which they can use post
account activation
Current Account Opening
Individual Current
Account
• Account opening process is same
as saving account
• A digital POSB (Saving Account)
account for sweep in & out purpose
with ZERO% interest
Proprietorship Current
Account
• It is similar in terms of activity to
normal individual current account
• For Prop firm documentation, the
GDS/Postman has to take
photographs of the documents
through the mobile application
Documents Required for Current Account Opening

Individual Current Proprietorship Current

Account Account
• AADHAR Card, Pan Card/Form 60
• AADHAR Card of the Proprietor(Owner of Business)
• PAN Card/Form 60 • Any two of the proprietary firm
documents(list available in next
slide)
• In case where GDS/Postman is
satisfied that it is not possible to
furnish two such documents, only
one of firm’s documents may be
collected along with contact point
verification required to establish the
existence of the firm/business
activity.
 List of Proprietary Firm Documents
Certificate/licence
issued by the
Sales and income tax
Registration certificate municipal authorities
returns
under Shop and
Establishment Act

Certificate/registration
document issued by IEC (Importer Exporter
CST/VAT certificate Sales Tax/Service Code) issued to the
Tax/Professional Tax proprietary concern
authorities

Complete Income Tax Utility bills such as

Return in the name of electricity, water, and
the sole proprietor landline telephone
where the firm's bills in the name of
income is reflected Firm
Dos and Don'ts of Account Opening

Dos
• Inform customer about product features and charges upfront and take
consent before account opening.
• Allow Nomination facilities only in favor of individuals.
• Obtain PAN of the customer, if available. If not available, obtain
declaration in Form 60
• Obtain AADHAR Card from the customer
• Read out Terms and Conditions in case of illiterate customer opening an
account

Don'ts
• Do not provide false information to customer about product features and
charges before account opening.
Thank You!!