mGURUKUL

TRAINING
WAVE
Retail Frontend March’24
 Content

Add on self-capturing process

New E-Sign Partner 01 07
and validation

Add on card E-photo CASE STUDY : CARD 08

02
HANDOVER

Official email ID capture Account

CASE Aggregator : Important
STUDY : CARD 09
process
03 things to note
HANDOVER

Same
CASE Applicant Multiple
Premium Cards 04 STUDY : CARD 10
Employer
HANDOVER Details

Amex variants 05 CASE 90

ADD-ON STUDY
DAYS: CARD
CHALLENGE! 11
HANDOVER

IQAA current updates 06

 Introduction of New E-Sign Partner: Leegality

Message will be trigger over registered Email Id The message will be received by the applicant
& SMS on registered number to applicant for E- over registered Email Id and registered mobile
Signing the PDF document. number

The applicant need to click on the link to E- Post E-sign is Completed.

Sign the document
 Actions to be taken when e sign Services are down for more than 1 hour

• In case if E-sign services are down for

more than an hour, kindly highlight to
Central team.
• Central team will get the E-sign
services partner details changed.
• In case if Partner is changed below
steps to be followed
✓ Go to DIP app code screen
✓ Click on Data rectification
required
✓ Application goes in DIP queue
✓ Go to final submission, select DIP
calling completed, New E-sign
message will be triggered to
applicant from another e sign
partner
1 2
 E-Sign Services

Leegality
NESL

• Application Number will reflect in the

• Name will reflect in the message received
message received
• Applicant E-Sign will be available on the
• Applicant E-Sign will be available on
last pdf page
all the pdf pages
E-Sign Partner
Customers
Journey

6
• Customer needs to check the consent

• Enter Aadhar Number

Tick the check box again to provide authorization
Enter OTP to continue
Post ticking the consent, 10 pages
would appear, and customer needs
to select “Proceed” on every page
for e-sign

10
Once customer
selects “Proceed”
in all the 10 pages,
the final message
would be as shown.
 Add-On
self capture -
Digi Locker
Journey
Add-on on Powerplay
Application Sourcing: Add-ons on Powerplay

Decisions screen gets visible post submitting

the QDE.

If customer is interested in Add-on cards,

then click on “Yes” radio button.
 Application Sourcing: Add-ons on Powerplay
Post selecting number of cards needs to be applied, this
screen will be visible where we need to fill the details of
add on customers.

We will have to fill below details of add on

customers.
Add the dropdown
• Mobile No
option in select
• E Mail Address
• Select relationship (what is the relationship relationship & stay with
of add on with primary card holder) primary option
• Stay with primary (Tick on radio button if
add on is staying with primary card holder)
 Application Sourcing: Add-ons on Powerplay

These option can

be selected for
add-on customer These options will be
under “Select visible under “Stay
Relationship with primary”
dropdown dropdown.
Application Sourcing: Add-ons on Powerplay

Post entering all the

details of Add-ons, click
on “Save” button to
proceed.
Application Sourcing: Add-ons on Powerplay

This message will appear

once the details of the add-
on customer are saved
successfully. Click on the
“Ok” tab to proceed.
 Application Sourcing: Add-ons on Powerplay

!Exception!

If we will click on “Save” button

without entering mandatory details
of Add-on customers, this error will
be shown. Click on “Ok” tab & fill
the missing details.
Application Sourcing: Add-ons on Powerplay

Post saving add-on details,

click on “Proceed for KYC”
tab
 Application Sourcing: Add-ons on Powerplay

For Add on Card we can use 2 methods for KYC-

1. E-KYC
2. Fetch Document from Digi-locker

In case Add on Card stays with Primary

Applicant we only need POI

Post clicking on “Proceed

for KYC” tab, choose the
mode of KYC & click on
“Proceed” tab.
 Digi locker link - triggered via Powerplay/Portal on Email & SMS
provided by the applicant

We will have to fill below details of add

on customers.

• Mobile No
• E Mail Address
• Select relationship (what is the
relationship of add on with primary
card holder)
• Stay with primary (choose Yes/No
from the drop-down box)
 Steps to complete Digi locker

1 Customer needs
to fill out his/her 2
Customer will
“Application enter his/her
No.” OTP here and
click on “Login”
tab.
 Steps to Complete Digi locker

Post clicking on the “Login” If the customer is already

Customer needs to enter
tab, customer will enter registered with DigiLocker, then he
his/her OTP and click on
his/her Aadhar card number or she needs to enter his or her 6-
the “Continue” tab.
and click on “Next” tab. digit DigiLocker security PIN.
 Steps to complete Digi locker

2
Post clicking on “Allow”
tab, customer needs to
click on “Next” tab.
1
Post clicking on “Continue” tab,
pop window will appear, to
continue, customer need to
click on “Allow” tab. 3 Post clicking “Next” tab, customer’s
current address will be auto fetched,
If customer’s current address has
changed then customer can enter it
manually by selecting “Modify
Address” tab and then click on the
“Next” tab.
 After Completion of Digilocker journey Add-On Applicant will get
Photo upload option

Post clicking on “Next” tab, customer will need to upload his/her

live photo either by browsing his/her device or by opening the
camera of his device
 After clicking on Photo Upload option browser will ask Camera & Location
permission. Both Upload & live photo Capture options are available, If captured
photo is not ok applicant will be having option for Re-take.
Validation @DIP end- Dip user can check & validate the photo
Dip to validate photograph
DIP needs to click on Digi-Locker KYC Link under KYC Tab and validate the KYC.
Dip to validate & submit the final Digi locker response.
 Official email ID capture process

TIPS TO CURE & REDUCE V14 DECLINE

Problem - High Count of U4,V4 & V14 Declines for CAT A & CAT B Companies
Solution - While sourcing encourage REs to capture the Official Email Id for CAT A & CAT B Companies
For Applications which are already declined under U4, V4, V14 provide the official Email Address for curing
where salary slip is not available (ID Cards/Bank Statement/Card Statements are not eligible for curing)

This Solution is only

applicable for CAT A & CAT
B Companies. Further Any
changes will be notified
 Benefits of Capturing Official Email Id

Benefits
•Encourage team/applicant to provide the official E-Mail Id upfront.
•Applicant will receive link on his Official Email Id.
•Educate the applicant to respond to the verification E-mail on priority.
•If applicant validates official Email Id, business verification is waived off which leads to better approval rate.
•Capture applicant official Email Id for all salaried employee in CAT A & CAT B in Power Play and Sales 24.

Points to Remember while Capturing Official Email Id

•Domain should match with Company Name

•Applicant name should be part of official Email Id
•Refrain from any spelling mistake while capturing official Email Id
•Gmail/Yahoo are not company specific domain

Note: If company domain name is not listed in data base, ASM/RSM can share the details with central team in below format for updating

Company Name Domain

Fidelity Fidelity.co.in
 Features
Welcome Gift

1 e- Gift Voucher worth Rs. 3,000 from any one of

the partner brand
Milestone Rewards
•Spend Rs. 50,000 in a calendar quarter to

5 get e-Voucher of Rs. 1,000

• Spend of Rs. 5 Lakhs to get E-Gift Voucher
worth Rs. 7,000 from /

Standard Reward
Points
2 Earn 2 RP / Rs. 100 on all Retail
Spends.
SBI Card Prime
Lounge Access

Accelerated Reward
6 Complimentary 4 International & 8
Domestic Airport Lounge visits per year

3
Points
Earn 20 RP/ Rs. 100 on utility bill payment and
birthday spend
10 RP/ Rs. 100 on every purchase at Dining,
Departmental Stores, Movies and Grocery
Stores.

Fuel Surcharge Waiver

7
Get 1% surcharge waiver up to Rs. 250/-
monthly on fuel purchase of Rs. 500/- to
Spend Base Reversal Rs. 4,000/-

4 On spending Rs. 3 lakhs in a year

 Features
Welcome Gift Spend Base Reversal

1 e- Gift Voucher worth Rs. 5,000 from any one of

the partner brand
5 On spending Rs. 10 lakhs in a year

Milestone Reward
Movie Voucher Points
SBI Card ELITE
2 Every month 2 complimentary movie tickets
worth Rs. 500 on BookMyShow (Rs.
6 Get 50,000 Bonus RP worth Rs. 12,500 on
spending Rs. 8 lakhs in a year.
6,000/Year)

Standard Reward Lounge Access

Points
3 Earn 2 RP / Rs. 100 on all Retail Spends
7 Complimentary 6 International & 8 Domestic
Airport Lounge

Accelerated Reward Fuel Surcharge Waiver

4
Points
8
Earn 10 RP/ Rs. 100 on every purchase at Get 1% surcharge waiver up to Rs. 250/-
Dining, Departmental Stores and Grocery monthly on fuel purchase of Rs. 500/- to
Stores. Rs. 4,000/-
 Features

Welcome Gift
Spend Base Reversal
Get Reliance Retail voucher worth Rs. 500/- on

1 payment of joining fees.

Get additional Discount Vouchers worth Rs. 4 On spending Rs. 1 Lakh in a year, next
year’s annual fee will be reversed
3,200/- at participating Reliance Retail stores
as welcome gift.
Reliance Card

Milestone RP
Standard Reward Points
5
Get Reliance Retail Vouchers on annual

2 Customer gets 1 RP/ Rs. 100 on retail

purchases.
spends of Rs. 25,000/-, Rs 50,000/-, Rs
80,000/- respectively on participating
Reliance Retail Stores.

Accelerated Reward Points Fuel Surcharge Waiver

3 Customer gets 5 RP/ Rs.100 spent on

Dining & Movies
Get 5 RP/ Rs. 100 spent on the
6 Get 1% surcharge across all petrol pumps in
India, for transactions between Rs. 500/- and
Rs. 4,000/- exclusive of GST and other charges
participating Reliance Retail Stores.
 Features
Welcome Gift Milestone RP
Get Reliance Retail voucher worth Rs.
5
Get Reliance Retail Vouchers on annual
1 3000/- on payment of joining fees.
Get additional Discount Vouchers worth Rs.
spends of Rs. 75,000/-, Rs. 1,50,000/-, Rs.
3,00,000/- respectively at participating
11,999/- at participating Reliance Retail Reliance Retail Stores.
stores as welcome gift.
Reliance Prime Card
Fuel Surcharge Waiver
Standard Reward Points

2 Customer gets 2 RP/ Rs. 100 on retail 6 Get 1% surcharge across all petrol pumps in
India, for transactions between Rs. 500/- and
purchases. Rs. 4,000/- exclusive of GST and other charges

Accelerated Reward Points

Lounge Benefits

3 Get 10 RP/ Rs. 100 spent on the participating

Reliance Retail Stores.
Customer gets 5 RP/ Rs.100 spent on Dining, 7 8 complimentary Domestic Airport Lounges in
a year
Movies, Entertainment, Airlines and 4 complimentary International Airport
International Spends Lounges in a year (Max 2 Per Quarter)

Spend Base Reversal

Movie Tickets
4 On spending Rs. 3 Lakh in a year, next year’s
annual fee will be reversed. 8 1 Movie ticket/month worth Rs 250/-
 Amex Prime Card

Update on Amex Prime Card

➢ Card Type: AMPC ❖ Welcome e-Gift Voucher worth Rs. 3,000 on

➢ Logo: 400 joining.
➢ Fee Code: FUFE
❖ Spend linked Gift Vouchers worth Rs. 11,000
➢ Features (Same as SBI Card PRIME on other networks)
❖ 10 Reward Points per Rs. 100 spent on
Offer for New Customer Dining, Groceries, Departmental stores and
Spend Rs 10,000 or more in Movies.
first 60 days post Amex Prime
❖ Complimentary International and Domestic
Card issue
Get an e-Gift voucher worth Airport Lounge access.
Rs 1000 from Big Basket In addition to the above, customer offer exclusively for
Offer valid till 31st SBI Card PRIME American Express Card freshly sourced
customers (on realization of fee payment):
Mar 2024.
 Amex SimplyCLICK Card

Update on Amex SimplyCLICK Card

➢ Card Type: SCU4 ❖ Get Amazon.in gift card worth Rs.500* on

➢ Logo: 889
payment of Annual Fee of Rs. 499 +taxes.
➢ Fee Code: SBA1
❖ 5X Reward Points on online spends.
➢ Features (Same as SBI Card PRIME on other networks)
❖ 10X Reward Points on online spends with
exclusive partners.
❖ E-vouchers worth Rs.2000 on annual online
spends of Rs. 1Lac and Rs. 2Lac each.
 Account Aggregator (IQAA) Surrogate

Note: No Change in Income Criteria/IQBS Surrogate

W.E.F. 12th December 2023, eligible criteria for the account aggregator surrogate has been updated.

Existing Cut Off Criteria Updated Cut Off Criteria

➢ AQB in negative not allowed

➢ AQB <10K not allowed ➢ AQB 0 - <10K allowed where monthly credits
(for last 3 months) >= 40K
➢ AQB 10K - 30K allowed where monthly credit (Allowed for Bureau match segment ONLY, NTC
(last 2 months) >= 40K segment to be declined)

➢ AQB >30K allowed where monthly credit (last ➢ AQB 10K - 30K allowed where monthly credit
2 months) >= 20K (last 3 months) >= 30K

➢ AQB >30K allowed where monthly credit (last

3 months) >= 20K
 Decline Curable Methods
Decline
Reason Detail Reason Curing Method
Code

If customer is Salaried then take all employment details like

Wrong Office Address / Mismatch in Designation or Company Name, Designation & Office Address with LM and
V1- MISMATCH IN COMPANY NAME,
V1 Company Name / No Office Setup or Commercial activity send for curing. In case of proprietor check for office setup,
DESIGNATION OR OFFICE ADD
found / Resi Cum Office / Under Construction Commercial Premises, Company Name & Office address and
send for curing

Wrong or Mismatch in Resi Address / Under Construction /

Take proper resi address with LM and send for curing.
V2 V2-MISMATCH IN RESI ADD Door Locked or TPV Negative / Shifted / Applicant not
Confirm under construction, availability of family at resi
staying at given address

V3 V3-RESIDENCE ADD UNTRACEABLE Resi Address Landmark Not given / Wrong Landmark Given Take proper resi address with LM and send for curing.

V4 V4-OFFICE ADD UNTRACEABLE Offc Address Landmark Not given / Wrong Landmark Given Take proper offc address with LM and send for curing.

Check for alternate number and take verification call time

V6 V6-WRONG CONTACT DETAILS Wrong Contact Number / Call not received by customer and send for curing. If wrong number then resource with
correct number

If customer has not left organisation then send for curing,

V9 V9- LEFT ORGANISATION Customer has left organisation
otherwise resource with new organisation
 Decline Curable Methods

Decline Code Reason Detail Reason Curing Method

V13-NEGATIVE RESIDENCE
V13 Restricted Entry Resourced with proper Resi address and consent for Entry or TPV
VERIFICATION

V14-NEGATIVE BUSINESS Resourced with proper Offc address and consent for Entry or TPV.
V14 Restricted Entry
VERIFICATION If customer has official email id, then send for curing

V15-APPLICANT IS NOT INTERESTED Take customer consent for card processing on recorded line and
V15 Customer is not interested in card / Self Closed
IN CARD send for curing

Customer phone is Switchedoff / Not Reachable / Take verification call time and alternate number if any from
V17 V17-CONTACTIBILITY
Not Answering Call customer and share to Growth Catalyst team

V55 SELF CLOSED DUE TO MULTIPLE Customer is not interested due to multiple
V55 Need to be resourced
VERIFICATION verification
 Add-On self capture - Digi Locker Journey

Add-On self
capture -
Digi Locker
Journey
Digi locker link - triggered via Powerplay/Portal on Email & SMS
provided by the applicant
Steps to complete Digi locker
Steps to Complete Digi locker
Steps to Complete Digi locker
After Completion of Digilocker journey Add-On Applicant will get
Photo upload option
After clicking on Photo Upload option browser will ask Camera & Location
permission. Both Upload & live photo Capture options are available, If
captured photo is not ok applicant will be having option for Re-take.
Validation @DIP end- Dip user can check & validate the photo
Dip to validate photograph
DIP needs to click on Digi-Locker KYC Link under KYC Tab and validate the KYC.
Dip to validate & submit the final Digi locker response.
 Practices to be followed by BREs'-
CASE STUDY : • Always take Customer's explicit consent
while processing their Card Application.
CARD HANDOVER • Always capture Customer's live
photograph for application processing.

WHAT HAPPENED? • Always ask the customers to use digital

modes E-KYC / V-KYC / Digi-Locker, for
• Customer walks up to BRE available at the branch and their application.
requests for card closure.
• BRE took custody of customer's card & mobile and • Do not alter any information provided by
conducted fraudulent transaction. customer for application.
• Customer reported the transactions upon receiving card • Always handover any unattended KYC
statement and collection calls. document to authorized officials.
CONSEQUENCES: • Don't take customer's card/mobile for
• CRIMINAL CASES: Police complaint/ FIR leading to imprisonment. providing any service.
• EMPLOYMENT LOSS: Termination and blacklisting. • Always route customer to SBI Card
• MONETARY LOSS: Loss recovery from the culprit. customer service for requests related to
card services.
• REPUTATION LOSS: Negating the possibility of future employment.

FRAUD HAS NO ESCAPE, IT MAY LAND YOU IN JAIL !

Account Aggregator (IQAA) Surrogate: Cut Off Criteria

AQB in negative not allowed

AQB 0 - <10K allowed where monthly credits (for last 3 months) >=
40K

(Allowed for Bureau match segment ONLY, NTC segment to be declined)

• AQB 10K - 30K allowed where monthly credit (last 3 months) >= 30K
• AQB >30K allowed where monthly credit (last 3 months) >= 20K
Account Aggregator Surrogate : Points to Remember
❖ Encourage applicant to register positive consent
❖ DIP user needs to refresh & re-login if the consent is successfully registered by applicant to check the AA flag value

❖ AA flag value must be checked before highlighting any case

• AA Flag – URL sent – Means AA link has been sent to applicant

• AA Flag – Start data fetch – Means consent given data fetched started

• AA Flag – Consent failed – Consent rejected by Applicant – Promo needs to be changed

• AA Flag – Data fetch fail – Data fetch failed as data not provided by bank – Promo needs to be changed
• AA Flag - Data corrupted – Mismatch in data format – Promo needs to be changed
• AA Flag – Blaze continue – Surrogate decision ok – process the application to next workflow (If name is matching)
• AA Flag – Blaze Decline – Surrogate decision decline – Promo needs to be changed
❖ If AA flag is not equal to ‘URL sent’/NA , AA link can’t be triggered
❖ If Surrogate task is not equal to Digital – Review pending , AA link can’t be triggered

✓ BREs should promptly ask applicant to choose bank account which is at least 3-month-old & being actively/most used by applicant.
✓ DIP user should not change promo – promo should be IQAA , while consent is either in progress or completed , for system to consume the AA response.
✓ For data fetch fail cases , promo needs to be changed - Perfios should be preferred method for such cases.
✓ Applications getting declined due to PAN Mismatch is either due to mismatch in PAN(in applicant bank records) vs App Form or applicant doesn’t
have PAN in bank records
List of Bank Available in Perfios and Account Aggregator
Account Available in
S.no Bank Name Perfios
Aggregator both
Preferred Method
1 Andhra Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
2 AU SFB Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
3 Axis Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
4 Bandhan Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
5 Bank Of Baroda Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
6 Bank Of India Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
7 Bank Of Maharastra Y Y Y Perfios(IQBS) should be preferred over account aggregator (IQAA)
8 Canara Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
9 Central Bank Of India Y Y Y Perfios(IQBS) should be preferred over account aggregator (IQAA)
10 Citibank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
11 City Union Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
12 Corporation Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
13 DBS Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
14 Dena Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
15 Deutsche Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
16 Federal Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
17 Fincare SFB N Y N Account Aggregator (IQAA)should be preferred over perfios(IQBS)
18 HDFC Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
19 ICICI Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
20 IDBI Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
List of Bank Available in Perfios and Account Aggregator
Account Available in
S.no Bank Name Perfios Preferred Method
Aggregator both
21 IDFC First Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
22 Indian Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
23 Indian Overseas bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
24 Indusind Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
25 J&K Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
26 Karnataka Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
27 Karur Vyasa Bank N Y N Account Aggregator (IQAA)should be preferred over perfios(IQBS)
28 Kotak Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
Oriental Bank of
29 Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
Commerce
30 Punjab & Sind Bank N Y N Account Aggregator (IQAA)should be preferred over perfios(IQBS)
31 Punjab National Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
32 RBL (Ratnakar) Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
33 SBI Y Y Y Perfios(IQBS) should be preferred over account aggregator (IQAA)
34 South Indian Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
35 Standard Chartered Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
36 Syndicate Bank Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
37 UCO Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
38 Union Bank Of Inida Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
39 United Bank of India Y N N Perfios(IQBS) should be preferred over account aggregator (IQAA)
40 Yes Bank Y Y Y Account Aggregator (IQAA)should be preferred over perfios(IQBS)
Same Applicant Multiple Employer Details
 ADD-ON 90 DAYS CHALLENGE
Eligible: Consumer Sales- BREs/ Self Sourcing BRM / Back Check Callers/RE/SSL & E2E Tele callers/CAF Tele callers/CAF Doc Boys

Let’s together create a new milestone- 2 Lakh Add-on Cards in 90 Days!