Saving and Current Account opening and servicing - Review Note

Subsequent to the review of RLOG-136/Dec 10, 2014/Cir.No.11812, the below mentioned

changes have been incorporated in the note. The E Circular has been approved through
PAC dated October 30, 2015 and will be effective from December 04, 2015

S. No. Existing Process Proposed process Rationale

1 New addition Detailed process has been As per Regulatory
defined for Seperate cust id guidlines, seperate
creation at CPC & RPC end cust id to be created
for all Joint holders /
Authosied signaturies /
Beneficial owners etc.
2 New addition Details on FATCA checking As per regulatory
has been added in the PAC guidlines
3 New addition Merger of circular 2174 of For consolidation of
Bank induced closure of various PAC's
current accounts along with
this PAC
4 New addition Merger of circular 2678 of For consolidation of
Bank induced closure of various PAC's
customer accounts
5 New Addition Name addition process for The process for name
LAS accounts has been addition in LAS
defined in consultation with accounts is not
LAS business team documents / defined by
product team earlier.
6 Return memo is Return memo will no longer As the reason is
attached with the AOF, be required to attached with already available in
mentioning the the returned AOF Omniflow, there is no
rejection reason need of attaching the
extra paper along with
AOF in line with Go
green movement
7 Form 49A SR's was Centralisation of SR raising For better control and
raised by RPC on process at CPC was done tracking of SR's
branches for updation instead of RPC
of PAN
8 Call taking process SR for call taking has been Call taking SR for
changed to new SR type account opening /
which has auto closure servicing & clearing
feature was seperated and
hence new SR was
created with auto
closure feature
9 Aadhaar updation for The entire process has been For better control
new accounts is done centralised at CPC end only
by RPC and for request for new and existing
received through other accounts
channels same is
updated by CPC
10 Under KYC Digitisation The upload of images of new System integration is
process, scan images account opening form and done between
of all new accounts to KYC document has been omniflow and DB
be upload in I-view discontinued for accounts tracker to I-view
which are opened through
omniflow / DB trakcer
11 Defferal process was As per the revised guidlines As per changes done
follwed where deferral process is no longer by business compliance
accounts were opened valid for current accounts. team basis the mail
in deferral and 90 Customer has the option to received.
days cooling period open account with single
was available to entity proof along with
customer to complay annexure 22
and provide the
required documents
12 Direct banking Changes has been done in Process change was
account opening account sourced online basis initited by product
process the process change done by team vide circular no
product team for SBONLINE 12645
accounts
13 New Addition RPC process has been The process was
defined for wealth instant introduced by Wealth
accounts opened through product team via Memo
TAB which is introduced by ICBK/IP/WEALTH -
wealth product team PRODUCT/2014-
2015/3067507
14 Profile updation file The process of seperate The new feature has
was received by uploadable file for profile been enabled in 10x
vendor for updation in updation has been basis which the profile
I-Core for new discontinued is a part of main upload
accounts file used for account
activation
15 Masking and De- The process of Masking and Movement of activity
Masking procsess for De-Masking of GPC clients from CLOG to IIOG as
GPC clients was done has been moved to IIOG guided by GPC product
at CPC end team ,hence the same was team
removed from the note
There are various processes carried out at RPC and CPC units of ROG related to account
opening and servicing. This note covers the detailed process guidelines for account
opening and servicing of savings and current accounts under various constitutions at RPC's
and CPC including e-RPC processes. The note is divided in various sections which are as
given below :-

 Section – I Savings Account Opening and Servicing

 Section – II Current Account Opening and Servicing

 Section – III Fixed and Recurring Deposits Process

 Section – IV E-RPC Process

 Section – V Call taking in Account Opening and Servicing processes.

 Section – VI KYC Digitization

Section – I Savings Account Opening and Servicing

The list of processes covered in this section are as given below:

 Digitised I-kit Account opening process

 Digitised Non I-kit Account opening process

 Manual Account Opening Process Employee Reimbursement Account (ERA) Process

 Employee Reimbursement Account (ERA) Process

 Account Opening process for Accounts Sourced Online

  Separate Cust id Process

 Account Opening Deviation Approvals through Sales CRM

 Wealth - Instant Account Opening through Tablet (KYC DVU Certified Process)
 Government Banking cases
 Account number by choice
 Pocket accounts
 Bank @ Campus accounts
 Bizsave account
 DVU box system for Saving TAB accounts
 Pvt Banking - CAP process
 Freedom Fighter Pensions Accounts
 FATCA Guidelines
 Process for raising SR for Expression / Metro debit cards if received during account
opening request

Account Modification / Servicing

 Multiple Address Change

 Addition/Deletion of Name

 Status Code Change & Senior Citizen status code modification

 Request for Email Statement/Monthly physical Statement

 Change of Name & Signature

 Change in status from Minor to Major

 Setting-up of Standing Instructions

 Modification in Mode of Operations

 Interest Modification Process

 Updation of Do not call and Do not share updation

 Sourcing Employee code updation

  Lien freeze removal process

 Refund of closure proceeds for Bank induced account closure

 Bank Induced Account Closure

 Account Activation Process

 CPCS deduping of Records

 Cheque Books requests received at RPC's from Drop Boxes

 I-direct Linking and Delinking Process and webtrade savings account closure

 Bill Pay registration Process

 PAN updation in Savings account

 AADHAR Updation

 Mother Maiden Name (MMN) and Gender Updation

 Minor changes in Address fields for savings through Phone Banking.

 Restricted Fields Updation

 Upgradation of status code in Savings account at CPC

 Easy pro logic Processing

 Interest Flag Change Process

 Account portability process

 Addition of Power of Attorney / Mandate Holder in Saving Bank account

Account Opening Processes - Savings Account

1) Digitised I-KIT A/C Opening Process

This process covers processing of IKIT Account Opening Forms (AOFs) within the Turn
Around Time (TAT) which are received from the resident individual customers through
branches / sales team.
The Account opening process is followed as per the e-circulars mentioned below:
11872, 9528, 1046510465, 4336, 4297, 10609, 10465, 6632, 9529, 7205, 8407,
8442, 6812, 8537, 10176, 8644, 9194, 12021, 9609, 9545, n, 10190,
11160,10465, 11160, 10866.

Process at RPC:

Currently Omniflow/omnidoc system is used for inwarding, tracking Savings account

forms. Omniflow system is introduced with better features to track account opening
forms.

 The Maker at RMR receives the SB IKIT AOFs from the branch through the vendor
(courier) / sales team and acknowledges receipt of the same if asked for.
 The Maker at RMR counts the number of packets or covers received through
branches.
 In case of discrepancy found, RMR Maker informs Maker at Inwarding Desk of AOT
 The maker affixes "Received" seal with date and time and accepts the Account
opening forms in / Omniflow.
 The maker at RMR forwards the AOFs to account opening team for further
processing.
 The Maker at Account opening Team will accept the AOF from 'RPC – Case Detail
Entry
◦ Following additional fields are captured by the Maker in Omniflow : Customer
Type |KYC Cheque / Cash |Mode of Funding |KYC Cheque Bank Name | Cheque
Amount |Customer Mobile Number | Customer Email ID. In omniflow, the
funding details would get auto populated from case initiation page, the RMR
user has to just check and edit the same in case of errors
 Maker to ensure that correct details are entered in Omniflow.
 Initial AOC - Enter "YES" if the funding is received with account opening form -
CASH or Cheque
 In case of initial funding through cheque, the maker can select “Outstation – Y/N”
 Mode of funding - Select "Cheque" if funding is by cheque and select "CASH" if
funding is by CASH
 KYC Cheque Number - Enter the cheque number as per the funding cheque
 KYC Cheque Bank - Enter the Bank Name
 KYC Amount - Enter the total amount received as initial Funding (CASH or Cheque)
  Post entry, the case is released to the RPC - DVU Officer Queue in I track. In Omni,
the case is directly assigned after RMR accepts the case.
 The AOFs are forwarded to KYC checking staff / DVU.
 The AOF will flow to the ' DVU – Officer Queue '. The Document Verifier receives
the AOF along with the relevant documents.
 The Document Verifier will scrutinize the AOF as per the existing KYC guidelines.
 DVU's / KYC checking staff should strictly adhere to the following instructions while
accepting account opening forms
 (a) Details should be filled in CAPITAL / BLOCK letters including e-mail id.
 (b) Only black ink ball pen should be used. Exception call can be taken by RPC
Head in case form is filled in any other colour ink. The call to be registered under
call taking IR.
 (c) All the mandatory fields (fields with asterix mark *) should be filled in.
(Branches / Sales Team to source and fill the form as per instructions given in the circular
10190)
 The DVU verifies whether “Most Important information- Acknowledgement Form-
Bank copy' duly filled in and signed by applicant(s) is attached with AOF. Sourcing
team to ensure that MID / MITC is correctly filled and attached with AOF.
 DVU will verify the initial funding and other product specific document
requirements as per product features. However, checking threshold limit of cash
deposit will be responsibility of Branch staff.
 In case of PPA accounts specimen signature of the authorised signatories of the
companies to be viewed/uploaded/verified in the PPA Signature Search System as
per Circular 3217 / 6931 / 7944 / 8506 / / 9529 by the RPCs, as provided by the
Sales Team.
 For all household accounts product related details, circular to be referred is RCLG-
PRODUCT-166/Feb 25, 2013/Cir.No.10465.
 In case of accounts of foreign nationals, KYC documents to be obtained as per
Circular 10465 / Circular 11872.
 In case of Account Opening of Visually Handicapped (Blind) / Illiterate /
Incapacitated persons, KYC documents to be obtained as per Circular 10465 / 9525.
 If passport given as KYC document, following are the checks to be done on the
Passport :
 Passport number – To be checked with in the main page (2 place – Top & Bottom)
 and the perforated number on the other pages of the Passport.
 Date of Birth – In DD/MM/YYYY on the main page and in reverse order ie YY/MM/DD
at the bottom of the main page.
 Date of Expiry - In DD/MM/YYYY on the main page and in reverse order i.e.
YY/MM/DD at the bottom of the main page.
 The above points appear in the following order : <passport number > < country
code > < Date of Birth > < Sex> <Date of Expiry>.
 On the page containing the address of the applicant, the place of issue appears in
abbreviated format and year of issue in YY Format.

 At the time of scrutiny, DVU should check for account opening of in-house vendor
staff / outsourced employees, who should not use bank address as prime
communication address.
 As per circular 7685, following additional details to be checked in new 119 / 123
series :
• Customer profiling (Customer profile details to be captured for joint account
holders).
• Occupation
• Education and Gross Annual Income

• Other bank details

• Joint holder personal details in form or a separate annexure (if any) for separate
cust id
• Account level Transactional details

• Source of funds

• Nomination section
 In case of multiple account opening , branches / sourcing team will raise SR as per
approval matrix. Post receipt of the SR approval , branch / sourcing team will
attach screen image of the approved SR along with AOF & De-dupe sheet. RPC
team needs to check the dedupe check list along with SR either with NIL
declaration(In case no match found) or approval from approving authority based on
grid specified in circular 9545. If the physical dedupe is signed by the appropriate
authority as per the approval matrix for dedupe, SR need not be raised as the
approving authority authentication already available on the AOF.
 If any defect is found in the Nomination form, account is opened without
 nomination and the customer is informed by letter along with nomination form by
CPC. These letters are centrally sent through CMR based on data of invalid
nominations provided by vendor. For invalid nomination found in accounts opened
manually, RPC has to send the letter from there end
 For Nomination facility in Single Deposits account, circular 9574 to be referred.
 The Document Verifier also checks the PAN No. furnished by the applicant from the
PAN Site. If the PAN No. given on the AOF does not exist on the PAN Site or the
name of the applicant differs on the PAN site from the AOF, such AOFs are to be
rejected by the DVUs, as per KYC circular guidelines. Separate stamp of “PAN
verified with site” is not required. DVU stamp on AOF / DVU case acceptance in
tracker will denote that PAN is verified from PAN site.
 In omniflow, the pan verified status would be available in DVU officer page with
system log containing the pan verification details carried out by SM. In case of any
disconnect/pan verification pending at SM end the DVU can verify the pan through
omniflow system.
 In case of OCC (Outstation Cheques ) received along with the AOFs, DVU when
releasing the case to RCU if the form is in order, to mention the following in the
Remarks fields – KYC Cheque is an Outstation cheque. The account will be
activated post realization of the cheque.
 AOF which does not satisfy the KYC guidelines is handled as per rejection process
given in circular 8644.
 DVU to check the AOF thoroughly even though reason for rejection is encountered
in the first field.

 For Bucketing of rejection reasons the following grid as per circular RLG-Sales-
114/Apr 13, 2011/Cir.No.8644 / RLOG-78/Nov 05, 2011/Cir.No.9194 need to be
used. AOT-TL along with RPC Head is entrusted to ensure the same is well
explained & adhered to by all. Calls to be taken by TL / RPCH / RH as per circular
8644, Call taking / Enhanced call taking process mentioned in this circular
separately.
 Bucketing: B1=TL to take a call, B2A=Mail Clarification from sourcing team,
B2B=Additional documents, B2C=Annexure from customer with corrected
information, B3= Reject.
 Rejection Hold need to be marked in Omniflow with rejection reason for all the
cases wherein the rejection is due to B2A, B2B & B2C reasons as per the bucketing
 with the rejection reason in DVU Maker Tray and the case will be kept on Hold in
DVU Checker Tray.
 B3 rejection reasons need to be updated as rejected in system in first go by release
of case from DVU Maker Tray and DVU Checker Tray also to move case to Branch
Tray.
 B1 rejection should be cured by AOTTL in One go by taking call in DVU Checker tray
within 2 Hours.
 In case the rejections by the DVU officer is incorrect or minor, the DVU checker /
AOT TL will validate the same and follow the guidelines as per circular 8644 / 9194.
 For all rejected forms, circular 8644 to be followed including for the forms which
are rejected and not rectified by the branch within TAT.
 In case of documents which are suspected to be forged or tampered, the DVU
affixes a rubber stamp DVUS in on the 4th / 3rd page (as per the series of the form)
of the AOF in the DVU Official's remark box so that the forms are sampled by FCPG
team for detailed investigation.
 If the AOF is found in order, DVU to detach the KYC cheque from the AOF and
forward the AOF to FCPG team. The DVU to check for the ACCOUNT OPENING
CHEQUE stamp with the Bar code / Account number details on the reverse of the
cheque. The details to be checked with the AOF.
 Clearing AOC shall be sent for clearing post acceptance of AOF by DVU.
 Transfer AOC shall be processed post FCPG team screening / sampling.
 If the AOF is found in order, Document Verifier signs in full with date in DVU
Column for The signature of DVU implies that AOF is in order in all aspects
including PAN. This is only applicable for manually opened accounts at RPC without
any workflow. For accounts opened through digitzed mode the same can be
tracked from system itself
 The DVU officer accepts the case in / Omniflow. The case will then flow to the DVU
Checker Queue for batch release to FCPG team. In omniflow however the batch
release tray is available at DVU officer tray itself.

 The Document Verifier forwards all accepted and rejected AOFs to TL/UM.

 The DVU checker will create a batch for Accepted AOFs and forward the physical
forms to FCPG team.
 On batch release, the case would be queued to FCPG team for screening and
sampling and reflect in FCPG team Tray.
 FCPG team will first screen all the (100%) account opening forms. For screened
AOFs, the AOFs will be stamped by FCPG team. After 100% screening FCPG team
team will do sampling , based on the triggers as defined by FCPG team. On the
sample cases FCPG team will affix a stamp as ' SAMPLED'.
 FCPG team will acknowledge the forms in the I Track / Omniflow in ' RCU Inward
Queue '. Once forms acknowledged, the forms will move to RCU Sampling and
Screening Queue.
 AOFs of all forms that are identified for sampling by the FPCG TEAM will be held
back without activation of the account. FPCG TEAM will hand over the bunch of
sampled forms to the UM/ TL.
 All screened forms will move to the Scanning Queue and FPCG TEAM sampled
forms will move to ' RCU MIS Entry Queue '.
 FPCG TEAM will enter basic details of the form. Post MIS entry, all forms will move
to ' RCU Upload Queue'.
 FPCG Team will update the reverts in Omniflow – typically within 2 days for the
branches in RPC locations and 4 days in other locations (outstation ). The AOFs are
classified as Positive, Referred to Business, Profile Decline & Document Decline.
The AOFs for cases classified as Positive by FPCG team will form a part of the
scanning queue – DVU Sampled Positive Queue.
 Wherever FPCG team result is Positive, the forms are removed from the FPCG team
Sampled folder and scanned and exported to HUB for activation.
 For cases classified as FPCG - Referred to Business, FPCG – Profile Decline, FPCG –
Document Decline, cases will be auto assigned to the CBM / RH / RHS / ZH for their
approval.
 The decision received from the RHS / CBM for cases marked as FPCG – Referred to
Business, will be considered as final.
 For cases classified as FPCG – Profile / Document Decline, cases will flow to
Approver II (RHS / ZH) for their approval.
 For other cases which are not approved by RHS /CBM / RHBB/ ZH, accounts will not
be opened. The maker at RPC sends an intimation letter for closure of account to
the customer and bank induced closure process is followed as defined in the note.
The case will flow to the RPC Closure Queue.
 No additional KYC document to be obtained & accepted by RPC for any FPCG
decline case & approved by business for account activation.
 If there is balance in such an account, then the AOT maker transfers funds to
 103.SL.ACCLSR as per the process for Bank Induced Account Closure process. The
accounts are closed and the account opening Forms are filed
 The FPCG team releases the case and the Screened forms are sent to AOT TL / UM.
The cases are then send from the DVU Queue to the Scanning Queue. In omniflow
the cases move directly from FPCG to scanning queue for screened cases.
 If cheques are not processed same day then same to be kept in double lock in
FRFC (Fire Resistant Filing Cabinet) with list of such cheques in following format
Date| Bar Code No| Name of Account Holder| Bank | Branch| Cheque No|Amount of
Cheque|
 The Maker sorts the AOFs based on type i.e., IKIT or NON IKIT & SOL ID/ Branch.
The Maker checks for the stamp & Initials of the DVU and the FPCG Stamp
(Screened/ Sampled)on the AOF before exporting the AOF. If the AOF does not have
the stamps and initials of the DVU and the FPCG, the AOF is to be returned to the
DVU / FPCG Unit for scrutiny.
 Priority scanning to be given to Non IKIT Forms. Scan Non IKIT forms first then scan
IKIT Forms.
 The production of deliverables for non-Ikit accounts should reflect the modifications
done during CFR. Hence, Non Ikit forms are exported on priority.
 The Maker detaches the documents with AOF, staples all together and notes down
the bar code number of AOF on the top page of bunch of documents.
 Before scanning the form, maker may apply the cello tape on the photo on the
form to avoid photo getting removed during scanning. Applying cello tape on
photograph is optional and not mandatory.
 The Maker scans the AOFs lot-wise using OMNICAPTURE in GREY template in
Omnidoc/Omniflow
 Scanning of I-kit forms should be done SERVER WISE through a single SOL ID. And
for Non I-kit form, scanning is to be done in respective SOL in which account needs
to be opened.
 The lot can be in a minimum size of 1 AOF. The Ideal batch size may be 40 to 60
AOFs.
 The Maker ensures that scanning is done in different lots for different types of
forms.
 Maker should verify the image of all the pages of the AOF including the signature
page.
 In case the images are not proper / not clear / tilted , the AOFs to be rescanned.
 The Maker saves the scanned file on hard disk with the prescribed format of
naming convention of file. File No is <SOLIDDDMMYYBATCHNO> e.g.
00010206050001
 Digitization UM / AOTTL / AOT UM to ensure that quality of images is good and
timely maintenance of scanner is done by TRRS engineer. In case of any
digitisation issues log a call in IT Help Desk and also update captains log.
 Digitization UM to ensure that scanned images should not be stored on the hard
disk for more than four days.
 Digitization UM to ensure & facilitate telephonic talk between IT Official and
Scanner Engineer who visits the RPC for Preventive maintenance from TRRS
Engineer.
 The Maker imports the file, job number getting allotted during the import of
images. in OMNICAPTURE.
 The Maker ensures the correct template is selected while importing like
AOPNEW.INI, AOP.INI, AOPNEWONE.INI & correct bar code is filled in as per type of
AOF if not picked up by the scanner during the scanning.
 The image of each form is split into 10 parts (119 series forms), 8 account opening
pages and 1 page for the photograph and 1 page for the signature. In case of 123
series form image of form is split in 6 parts. 4 pages of account opening form and
1 page for the photograph and 1 page for the signature.
 The Maker exports the file to HUB using OMNICAPTURE, makes a note of time of
exporting from report generated.
 The relevant documents are attached back to each AOF and stored batch-wise
after exporting to the HUB.
 The Maker to ensure correct documents are attached to each form and also all
pages are attached as per number written on the AOF while detaching.
 Post scanning when the AOFs and documents are to be attached, the maker to
match the bar code of the form & the set of documents stapled together, tally the
number of documents mentioned on the last page of the AOF & those mentioned
on the supporting document and the document available physically for any
difference / mismatch, such cases should be immediately brought to the notice of
Team Leader - Account Opening.
 The completed AOF containing all the supporting documents to be sent for storage.
Before sending forms for storage, RPC team to ensure that forms and documents
are attached correctly.
 The Maker to enter the details in Digitization Register. The digitization register
should be in below format
Date | File name | No of forms | Branch | Job No | Scanned by | Exported by | Time |
Initial
 This will be acting as mistake proofing device of the process. This will help in
reconciliation of number of AOFs received, scanned and exported.
 The Maker stores the scanned and exported forms till the general report is
generated to find out if any forms are not activated / rejected by CPC.
 General report is generated by logging in to OMNIDOCS software, selecting Retail,
date for which report is to be generated and class as Account Opening Form. Also
deselect CD Labelling, Vendor Flag, Customer Name and Mode of Operation.
 The report generated gives a list of all AOFs exported and the status of
each(whether activated and signature scanned or rejected and if rejected then
reason of rejection)
 If the AOF is rejected by CPC due to incomplete documentation, the TL/UM records
the error in QIR and rejects the AOF, if required.
 For all the cases in which AOF is being rejected at Vendor's end, RPC will download
report from Omnidocs for checking of rejection and rectifying it further.
 RPC will check the rejection reason and if the reason requires customer
confirmation, the form will be rejected and branch informed about the same.
 The DVU and FPCG stamp to be cancelled on the AOF before dispatch.
 The TAT for rectification of the AOF is 7 days.
 RPC to follow up with the branches for the AOF till received at their end.
 Once the AOF is received again at RPC, it will be subjected to DVU and FPCG again.
 The Maker at RPC initiates the funding of the accounts after Form is cleared by
DVU, before activation of account.
 The credit in customer's account is to be value dated. The value date will be the
date on which clear funds were available in office account of RPC or account
opening date whichever is later. For Non I-kit accounts when reversing funds from
slnewac account, the funds to be credited to the customers account with value
date. Incase if the date of the activation is greater than the clear funds available
date , then the interest needs to be calculated manually for crediting the account.
 Local cheques are lodged in I-CORE in separate zone i.e. KYC Zone.
 Outstation cheques are collected through Bills Module in I-CORE/ CUCCA or through
 speed clearing (as applicable).
 In case of IKIT accounts where pre printed slips are not attached with the cheques,
the funds are to be credited to the office account and the process of reversal of
funds for NON IKIT Accounts to be followed.
 For Transfer Transaction following accounting entries to be passed:
 Debit SL/NEWAC :: Credit New SB account number or
 Debit SB A/c No :: Credit New SB account number (in case of transfer cheques)
 If KYC Cheque is not payable locally or clearing cycle is more than two days, all
such AOFs will be stored with TL/UM. List of such form will be maintained in
following format.
Date of Receipt of AOF| Account No.| Name of Customer|Cheque No| Amount|Bank|
Branch|Amount| OCC No.|
 If KYC cheque is not payable locally or clearing cycle is more than two days
(Outstation Cheque) account will be opened only after realization of the Cheque.
 The Maker gives the SB funding transaction for verification to verifier.
 The Verifier verifies and post the transaction after checking the IKIT number on the
pre printed pay in slip and I-CORE.
 In case pre printed slip is not attached with the cheque, the verifier to check that
the funds are to be credited to the office account and reversed post account
activation with value date.
 The difference between Normal closure and KYC Cheque Return Closure is AOT
Maker updates I-CORE System while closing the account with the reason for closure
as "KYC SELF CHEQUE RETURNED UNPAID " and No charges will be levied on KYC
Cheque Return Closure.

 RPC's to do account closures for KYC cheque return cases. Accounts to be closed
based on returned cheque / details (after checking them in I-core to confirm
return) also even if its not appearing in BIU MIS. For logic for account closures due
to KYC cheque return, please refer the table given under the heading "Physical
Cheques at DROG".

 Closure of account due to KYC cheque return should be done within 1 day from
cheque return.

 This remark in I-CORE System enables front end to handle customer query.
 Maker issues a Pay Order / I Pay in favour of Account Holder if such accounts have
balance.
 Verifier verifies the transaction
 For Transfer Transaction following accounting entries to be passed:
◦ Debit> SB A/c No :: Credit> DDCENPAY
 Post activation of the accounts the maker at RPC does the CFR (Critical Field
Report) checking in I-CORE against the physical forms. In case of any errors
observed, the maker makes the changes accordingly in the relevant fields and the
same is verified by the verifier.
 The following 3 Critical Fields should be verified from the I-CORE on for Saving
accounts (HACLI option in Fincore- or in CRM wherein all the required information is
available. The key fields are
◦ Name with salutation and Debit card screen
◦ Communication Address including pin code, city, state
◦ Mobile No with “91” as prefix
 RPC to check whether Aadhar card is updated. If the same is not updated, the
same will be updated in Icore.

 RPC will also scan the joint holder / addition signatories forms and export the same
to CPC for creation of separate cust id

 This file will have all the details uploaded in I-core and covers all the CFR fields
except Signature.

 RPC's to download this file on daily basis and check all the CFR fields from this file
and physical form.

 On a daily basis, CPC will upload the response file received from I-Core during
activation and upload the same in omniflow.

 The CFR check stamp and initial on the form (on first page) will happen as per
existing practice.

 The initial will indicate that all CFR fields including signature have been checked.

 Forms identified for modification need to be modified in the system on DAY-1 only
so that Deliverables destined for these customers are not effected.
 When checking Telephone numbers, users to check the Landline as well as the
Mobile number in I-core. (refer 8664 circular for detailed checking of the mobile
number process.
 Specific approval can be sought from central product team for deviation.
 In case correction to be done in the Mobile number, necessary modification to be
done in the customer details section in I-core and customer alert section (mobile
alert) in I-core
 Maker at CLOG-AOT receives mail from all the RPCs for details of vendor errors
detected by respective RPCs during CFR.
 The Maker at CLOG-AOT collates the data from all the RPCs and segregates them
vendor wise. The maker sample checks the record in omnidocs/omniflow system
sent by RPC whether the information given to him/her is correct or not.
 Maker sends the file to respective vendor.
 Vendor will recheck the error marked against each case and either give acceptance
or reason for not accepting the error and sends it back to the maker.
 On receipt of file from the vendor CPC-AOT recheck the errors not accepted by the
vendor to ascertain the genuineness of the data vis a vis error.
 The CPC-AOT takes the rejected cases by the vendor and checks the AOF of the
same cases in omnidocs/ omniflow and DAT file downloaded from I-CORE. The CPC-
AOT analysis whether the remark given by the vendor is genuine or not.
 CPC-AOT further gives his remark against errors not accepted by the vendor and
flash the MIS to vendor.
 For KYC cheque return, RPC-AOT Maker closes the account as per the SB Account
Closure Process.
 Verifier verifies the closure of account.
 Control sheet is maintained detailing the accounts closed which is initialled by
maker and checker
 Cust ID must be suspended for such KYC non-compliant accounts, which are force
closed, so that under this Cust ID no subsequent account gets opened.
 For Invalid nomination for accounts opened manually at RPC, letters are to be sent
by RPC including PPF accounts.
 The nomination letter can be printed from I – Core
 Invalid Nomination letter shall be sent through courier. Since it is a non security
item same shall be a door drop.
 RPC AOT maker prepares the covering letter and attaches with returned KYC
Cheque along with Return Memo and Pay Order / DD (If any).
 TL / UM checks the letter and attachment and signs the letter. The same is
dispatched along with Pay order /DD to the customer.
 TL/UM also receives Vendor rejects for any image issue or otherwise.
 The DVU checker will validate the rejection in Omniflow/omnidocand the rejection
will flow to the Branch / Sales pending queue.
 The SB AOF rejections are updated in Omnidoc/ Omniflow.
 RMR Maker makes entry of rejected AOFs received from AOT in the outward
register and forwards it to the courier.
 RMR UM to dispatch returned KYC cheque with covering letter to customer.
 Dispatch of rejected AOFs and Closure Cheques if any is handled as mentioned
above
 Proof of Delivery (POD) is stored for period of three months.
 The Storage of POD may be done at RPC or at Courier company. But timely
retrieval should be ensured.
 After exporting AOF images, one TEXT file (containing the fields like Job number,
Application no. SOL ID, RPC, AOF no. of pages, Annexure, Signature, Scanned Dr. &
Time, Exported Dr. & Time) is generated for number of forms exported on a
particular day.
 Maker saves the TEXT file and converts the same into excel file using CMD
command.
 The excel file using text to column option, the maker separates the bar code
number into product code and the application no. The maker retains only the
product code , application no. and the SOLID and all other details are deleted.
(FILE 1)
 The AOFs in the lot are serially numbered starting with serial no. 1
 The Running serial number will be reset for each day of the Account Opening and
should start with 1.
 The maker prepares an excel file containing details like Serial no| Dr. of inward| Sol
ID|Product code|Application no|. (FILE 2 ) Maker receives the LOF file (with details
like Name of Account holder and bar-code number and other details.) from vendor
on day Two. (FILE 3 )
 Maker downloads data (bar code no. account no., cust id, account open date.) from
omni docs on day Two (FILE 4 )
 The details from FILE 3 and 4 are pasted into FILE 2 using V-look up option. The
final FILE 2 will have the fields as given below.
SR NO.|Inward_Dr.|Branch_Code|Ledger|Source|Cat_Code|Customer Type |
 Fos_Code| Segment|Region|Branch Recd|Branch open|Form(IKIT/NON IKIT)|A/C
NO.| Title|Customer’s Name|Pro_Code|App._No.|AOC_DT|Doc_Dr.|Ack_Dr.|
Acc_Type|Days|Months|Insurance|Init_Amount|Mode of initial payment|Cheq_Num|
BANK NAME|Company|PPA_CODE|A/C NO.|CUS. ID|AOD|
 After V-lookup if any record/line is missing/non updated, those would be cases of
vendor rejections.
 The Daily file is merged with the monthly file prepared for tracking the AOFs.
 Each days forms are filed in packets in lots of 50 to 60 AOF per packet. Maximum
forms can be upto 70.
 Using FILE 2 as the base a fresh FILE 5 is created with the following details: Serial
No.| Inward DT|Branch Code|customer's Name|Product code|Application No.|A/C
no.|cust ID|FILE NAME(e.g. INWARD DT.- A, B, C)|BOX No. at the Vendor |
 Details of all the accounts opened manually at the RPCs have to be updated.

 The file name for the first lot of 50 forms would be e.g. dd/mm/yyyy- A, the file
name of the 2nd lot (51 to 100 ) would be dd/mm/yyyy-B and so on.
 The print out of the file is inserted in each packet.

 In each packet a print out is kept with all details for easy retrieval and storage of
forms.
 The files are stored in store room for six month (or as per the capacity of the Store
Room.
 On monthly basis, the AOFs are shifted to vendor location with BOX number given
by vendor. The same is updated in FILE 5.
Bundled Products along with savings account: Process to be followed as per circular
10866 & 11775

Invalid Nomination process for accounts opened through digitization at CPC :

The activity of dispatch of the ‘Invalid Nomination Letters’ has been automated &
centralized at Mumbai with the help of Business Intelligence Unit (BIU).

Only Accounts opened through Scanning Vendor through CPC AOT Team are covered
under this Process. For accounts manually opened, letters shall be sent manually as per
existing process by RPCs along with necessary E Search / DMP updation.

The detailed process shall be as follows:-

a) Daily, CPC AOT Team shall collate from all the Account Opening Vendors, the data
of Customers to whom the invalid nomination letters need to be sent – Day T
where T is the date of activation of account. This will include nominations rejected
at DVU level at RPCs plus nominations rejected at Vendors end. RPCs shall ensure
that:-
1. Select the inavlid nomination as “Yes / No” in omniflow / DB Tacker
2. Only the standard nomination rejection reasons should be used. Standard rejection
reasons are as given below:

3. DOB of nominee not mentioned / not clear

4. Relationship of Guardian with Minor Nominee not mentioned

5. Guardian cannot be a nominee

6. Nominee is minor and guardian details for nomination are not given

7. Nominee's address is not mentioned / incomplete

8. Applicant / Joint Applicant cannot be a nominee

9. Guardian details in nomination are incomplete / illegible

10.Nomination page scan image is not clear

11.Nominee name is not given / not clear

12.Nomination required option not selected

13.Signature of Primary applicant missing / mismatch on nomination

14.Applicant / Joint Applicant cannot be guardian of Minor nominee

15.Nominee Age not given / not clear

16.Signature of all holders on nomination form not present

17.Nominee Relationship (with applicant) not provided / not clear

18.Details of witness on nomination from not present (incase of accounts of
illiterate/blind)

a) CPC AOT Team shall upload the data on BIU Link in the specified format on Day T +
3 before 12 noon. This will ensure that CFR for these Accounts is completed and
 any discrepancies in Customer demographic data are rectified.
b) The input file (pipe separated txt file) shall contain the following data – Date|
Customer_Account_ No|Nomination_rejection_reason (sample input file attached).
The file name should always be same (case sensitive).
c) BIU will extract Customer demographic details (Title, Customer Name, Customer
Address including City, State & Pincode, Mobile No.). The output file shall contain
the following data - Date, Customer Account No., Nomination rejection reason &
Customer demographic details as extracted above.
d) The output file shall be shared by BIU with CPC Production Team through sftp on T
+ 3 day itself by 4 p.m.
e) CPC Production Team shall share the output file with Printing Vendor through sftp.
Printing Vendor shall print the invalid nomination letters in the Content Studio
approved format (Content Studio approval no. SR50825508_Dec312016)
f) Printing & Dispatch shall be completed on Day T + 3 itself by EOD.
g) The letters shall then be dispatched to the customer communication address
through Courier / Post in case of ODA locations by CMR Mumbai.
h) CPC Production Team shall upload the nomination rejections data in Esearch / PM
under the following Product Line:- Account Status - Nomination Registration
Request Rejections.
i) CMR Mumbai Team shall upload and track the nomination rejection letters dispatch
status in Esearch / DMP under the following Product Line:- Account Status -
Nomination Rejection Letters Sent Returned.
j) I-Core dump is getting generated for CPCS/AMLOCK/CIBIL dedupe instead of
multiple files from various sources like vendor, RPC, SMTK...etc.

2) Digitised Non IKIT A/C Opening Process

 The process for Digitised Non- kit Account opening is the same as that in the case
of IKIT account opening except for the following points which need a mention:
 In case the account type / product has I-kit and is given as non-ikit, then respective
product team approval is required to process the non-ikit form. Such approval is
case to case basis. The approver from product team needs to be at least in AMI
grade.
 Non I-kit forms are to be scanned on priority and are to be scanned in the SOL id of
the Branch in which the account needs to be opened. While exporting images to
 CPC, first Non I-kit forms are scanned and exported and afterwards I-kit forms are
scanned and exported.

3 ) Manual Account Opening Process

 This process covers manual processing of Account Opening Forms (AOFs) within
the Turn Around Time (TAT) which are received from the resident individual
customers through branches / sales team at Account Opening Team (AOT).
 The process for manual account opening remains the same, as in the case of
digitised account opening (explained in the preceeding sections) upto the stage of
AOFs reaching the Digitisation unit. In this case, instead of the digitisation unit the
AOFs are forwarded to the Manual Account Opening Unit. The process steps after
the forms reach the manual account-opening unit are given below:
 The details of the customer are entered in I-CORE. Entry of all the relevant
information is ensured & BSR codes from site
http://universe.icicibankltd.com/businessgroups/rclg/SES/asp/SES_CA_Product_Proc
ess_Details_AccOpen.asp to be checked.
 Customer id of the non-Ikit accounts are noted on the AOF.
 The customer id is entered to open the account in the respective sol id and scheme
code. The mode of operation and all the relevant details are entered. For a Non-Ikit
account the option for generation of Internet Banking User id and Password is
exercised Card details, mobile alerts are entered.
 The details entered in I-CORE are "Committed" and the account number generated
is noted on the AOF. Errors in the process are noted in the QIR.
 The funding cheque is detached from the AOF and the AOF is forwarded for
signature scanning. The funding cheque is stored in double lock / FRFC if not
processed on the same day. The scanned signature is uploaded in I-CORE.
 For DNC Cases, RPC will upload the details in the DNC application and update the
mobile alert
 Separate Cust ID will be created for joint holders, Authorised Signatories and link
with the account.
 For manual activation, . CPCS/AMLOCK/CIBIL data will be directly available from
system and data will be shared by tech team based on the logic built for new
accounts opened / Minor to major conversion and name change requests.
 The processes for funding of accounts, treatment in case of returned KYC cheques,
storing of AOFs , handling of rejections and their returns to the customers remains
 the same as in the case of Digitised Account opening

 For opening LAS Account Circular 12069 to be referred, however

following checks points to be noted for opening of account
Sourcing team will decide if the sourced account will be opened in new cust id or if
the customer has existing account then in existing cust id of the customer.
RPC Role:
 RPC will check if attached checklist is available along with LAS account opening
form
 RPC will reject the form if no checklist is attached for the accounts received at RPC
end from January 21, 2015 onwards
 RPC will check the tick done by sales team in the checklist i.e account to be
opened in existing or new cust id
 Based on the selection RPC will open the account in new / existing cust id
 Remaining process will remain same as per prevailing process done at RPC end

 Separate cust id for LAS accounts needs to be created at RPC end.

Updation of NATURE OF ADVANCE field in LAS Account: RPCs to ensure to

capture '1.1' in the field nature of advance in I-core as it is a secured loan account.

Any incorrect updation may impact the balance sheet reporting.

Name addition in LAS Accounts:

Documents required:-
LAS booklet with details of the all applicants(existing applicants and new
applicants) filled in.
Signatures of all applicants including new to be present in the application booklet.
KYC of the new applicant.
Fresh POA signed by all applicants(existing + new)

Nomination:-
In case the customer does not want to register for a nominee, required formt be
collected. This is not required. Nomination not required if there is a Co-applicant in the
LAS account.

Process to be followed in Finacle(RPC):-

• A separate cust id to be created for the new applicant and has to be linked with
existing account as per prevailing process.
• Prefix of existing name to be changed to JT1
• Since LAS account is a variant of current account hence photo and signature of co
applicant to be scanned and uploaded on account level basis.
• Application form and KYC of the co-applicant to be kept at RPC end and remaining
booklet and POA has to be sent to ROPS team for further processing

4. Employee Reimbursement Account Process :

The process for Employee Reimbursement Account (ERA) opening at RPC will be as
defined in the circular 6262. The process is as given below

RPC process can be divided into three parts namely scrutiny, opening and linking. Details
of the same are described below.

Scrutiny of ERA forms

 The Maker at RMR receives the Salary Account Form or individual ERA form from
the branch / sales team.
 The Maker at RMR forwards the AOFs to Account Opening Team for further
processing.
 The AOFs are forwarded to Document Verification Unit.
 The Document Verifier receives the ERA AOFs.
 The DVU segregates the AOFs on the basis of the following:
1. Salary and ERA A/C opened together
2. ERA opened separately with existing Salary A/C
3. Only ERA opened without Salary A/C

 The DVU checks whether the salary relationship includes the opening of an ERA
from the list available on the work site and access is provided to the respective
users of branches and operations who are authorized. In case, the ERA account is
not applicable for the company, then the ERA form is rejected.
 DVU does a thorough scrutiny of AOF as per the KYC guidelines.
  If the AOF is found in order Document Verifier signs in full with date in DVU
Column.
 The DVU then forwards all the scrutinized AOFs pertaining to ERA without salary
account and ERA and salary account together to FPCG for screening and sampling.
 The Document Verifier forwards the rejected forms to TL / UM for second level
scrutiny.
 TL / UM scrutinies the rejections handed over by DVU. If rejection is made for right
reason TL / UM signs the Rejection Memo. For wrong rejection TL / UM signs the
AOF & forwards the AOF to Maker for opening.

Opening and Linking :

i.The Maker at RPC-AOT checks the AOF for DVU/ FPCG authorization.
ii.In case of ERA account opened together with salary account, maker ensures that the
ERA account is opened after the saving account is activated. The ERA account is opened
as a current account under the same cust id as the salary account with a specific scheme
code 'CAERA'.
iii. The utility (exe) provided by Technology team to be saved in D drive of user.

iv.The DVU will segregate the ERA forms into simple ERA account and ERA with
deliverables based on corporate tie up.

v.RPC maker will create an uploadable file separately for the two in txt format with four
pipe separated fields namely customer id, savings account number, salary (PPA) code and
branch code in which ERA account is to be opened.

vi.The maker will save this file in................dat format in D drive.

vii.This file will be uploaded into I-Core.

viii.I-Core will generate Reject and Response file in D drive.

ix.The Response file will contain all accounts which have been successfully activated. The
accounts which are activated will be activated in auto verified status.

x.The activated report would contain the following details: cust id | era account| success|
date

xi.The Rejection report would contain the following details: a) Customer id, b) SB account
number c) PPA code and d) Rejection reason.
xii.For the customers who are eligible for deliverables as per tie up details , then RPC user
will issue the same separately post opening of account.

xiii.The maker links the existing debit card of the Salary account to the ERA account using
DCMS System.
xiv.Linked account report is taken from DCMS and verified by checker.
xv.The following checks will be done by I-Core during upload:

 Account closed

 Account frozen

 Account inactive/dormant

 NRE/NRO account

 ERA account existing in customer id

 Incorrect PPA code (code on ERA form mismatch with code in I-Core)

 Customer id and account number mismatch.

i. In case of any of the above mentioned exceptions system would not open the ERA
account.

ii.Exceptions will be handled as per existing guidelines.

iii.The checker will do a final tally of physical requests and accounts activated /account
rejected with the error and response file.

iv.For all customers, by default no deliverables would be issued through this utility. The
same are to be issued by user manually as given above.

v. Request For ERA accounts opening received alongwith Salary AOF, the branches will
mention ERA on the top of the AOF. CPC will activate the account, open the ERA account
in system and then link the same to the saving account.

RPC User guide for opening ERA accounts through upload

User Rights:

RPC user needs to take rights for ICIUPL- ERU upload facility by logging call in the
following category:
IT APPLICATION CALLS - I-CORE PROCESS REQUEST – NEW I-CORE PROCESS REQUEST.

File preparation:
RPC user has to create a file in txt format
File identifier to be ERU. File should contain four fields namely customer id, salary account
number, PPA code (in caps) and sol id in which the ERA account is to be opened.
This text file has now to be saved in.dat format and placed in users 'D' drive.

Upload Process

Technology will provide a specific utility in a folder.

Please unzip the folder in D drive. and place the zip file under this folder. When this file
will be unzipped, a folder eraupld will be created. Go to that folder.
1. Place the dat file created in send folder. Please note that the file name should
start with eru_rpc_id_date.dat(eru_0103_01122008_1.dat)
2. Click on eraupldsend.bat
3. In I-Core go to menu option ICIUPL
4. Mention the file name In input file name (eg eru_0103_01122008_1.dat)
5. Click on F4
6. After 20 -25 minutes click on eruupldrecv.bat
7. The error and response file will be available in the receive folder.
Response file will contain the following details:
Salary account number, ERA account number and date of creation.

5. Account Opening process for Accounts Sourced Online

 The online account opening option will be available in non logged in-section
against
each product.
 Once the customer opts for on line account opening, The customer will have the
below 2 options to choose from
• New customer
• Existing customer

 While there will be no change in the fields that are required for account opening.
Some of the fields will be shown online and filled by the customer. Rest of the fields
will be filled during the visit to customer for fulfilment of the case as detailed in
 circular 9889.

 Customer will also get the option to fund the account online, in case customer
chooses to fund the same then account no will get generated and displayed to
customer. The customer account will get funded with that much amount

 There will be no change at RPC end for account opening as the case will be
received via TAB at RPC end and will be processed like any other account opening
request, However user will need to check if online funding has been done for that
account basis the same captured in DB tracker itself

6) Separate Cust ID Process

There is a need to capture the complete demographic details of the joint holder in our
core system and identify him / her as a separate individual as per the regulatory
guidelines.

In order to capture joint holder details in I-core 7X, following approach has been finalized:

 Capture details of joint holder/beneficiary owner/Authorized signatories in I core 7X

by way of creating separate CUST ID for each holder

 The CUST ID of joint holder will be linked to the account opened under primary
holder CUST ID

Under 10 X In order to capture joint holder details in I-core 10X, following approach has
been finalized:

Capture details of joint holder/beneficiary owner/Authorized signatories in I core 10X by

way of creating separate CIF ID for each holder

The CIF ID of joint holder will be linked to the account opened under primary holder CIF ID

Separate cust id creation for joint holder accounts under Saving account TAB has been
digitized through vendor.

Process to be followed at CPC:

Post activation of account and upload of the response in DB tracker. (T=date), CPC to
download the Joint account AOF image through bulk download utility. In case if the images
are not in the tiff format then CPC to convert the image into .tiff format using Irfan view.
CPC to share the joint holder annexure image with the vendor for data entry for creation
of separate cust id. Post receipt of output file from vendor, CPC to upload the file in I-
Core for creation and linking of Joint cust id on next day. CPC to place the Joint applicant
cust ids created for tab cases on interwoven under below mentioned path :

Home > ICICI > DROG > MIS > DAILY REPORTS > Vendorlof > 2014 > TAB_2014-15 >
Month wise folder

Process to be followed at RPC:

RPC to check if separate cust id creation and linking has been completed for joint holders
at the time of receiving CAF. RPC to mention Cust id on CAF for joint holder before
sending for storage.

7) Account Opening Deviation Approvals through Sales CRM

Sales CRM module which is used by sourcing team in getting approvals related to
deviations for account opening. RPC can check the approval from Sales CRM system itself
instead of seeking the approval through mail / SR from branch banking

8) Wealth - Instant Account Opening through Tablet (KYC DVU Certified

Process)

For Instant account opening, the Wealth RM has to take special approval by raising the
LAM request, the approval will be provided by the Wealth Product Team. Wealth RM will
initiate the case in the TAB by capturing the account details, KYC & Other documents as
per current process. In case of dedupe approval, case will flow to respective authorities
for approval as per prevailing matrix for De-dupe approvals. Case will directly flow to CPC
for activation and will not come to RPC for DVU checking if the following conditions are
met :

Email id is mandatory. Case which is raised on Tablet must be KYC DVU certified, (Role can
be taken by raising the LAM for all Wealth RMs)
Insta account opening is only applicable for following 3 status codes : o HNIWM o
KIDEW o HNIWS

RPC Role:

CCA checking has to be done immediately on the T+1 days after account activation (T
being the date of account activation)
RPC will ensure that SR is raised to branches for all discrepancies observed by Concurrent
auditors and rectified after follow-up with branches. RPC will ensure that the required
modifications are done or approvals are received from branches and SR should not be
abruptly closed by branches. RPC will follow up with branches for SR raised by them in
order to ensure process adherence

9) For Government Banking cases please refer circular no. 11794

10) For Account number by choice please refer circular no. 10190

11) For Pockets please refer circular no. 11917

12) For Bank@campus account please refer circular no. 8921

13) For Bizsave account please refer circular no. 12076

14) DVU box system for Saving TAB accounts : Post implementation of DVU box
system for Saving TAB accounts, system will indicate the status as accepted/rejected
against each field and display in “Green” / “Red” colour against the respective fields.
Currently at RPC end, DVUs are still checking all the fields even if the result is displayed
in Green.

System logic has been created for the fields which are highlighted in Green:
• Fields which are matching with the attached documents
• Pre-defined logic has been created for few fields for showing them as Red and
Green
• For few fields there is no matching required and are an input fields only

15) Freedom Fighter Pensions Accounts

RPC's would be receiving application forms for opening Freedom Fighter Pension
accounts.

Role of RPC:

1. RPC to open regular saving account with full KYC

2. RPC to open pension account under the status code PPNZB and PPA code PFFPV
 3. Initial funding is nil
4. All the other process at RPC with regards to KYC documents and checking will
remain same as per the regular saving account.

16) Pvt. Banking - CAP process

As per instructions from Product team, all new customer acquisition or Upgrade request
under Private Banking status code (HNIPB, HNIPT, HNISS, HNIPS, KIDEP, HNIGC) should
mandatorily have a (Client Acceptance Panel) CAP approval mail from Business
Compliance team. The CAP profile will be either attached to the mail or a part of the mail
body itself.

Role of RPC/CPC :

All Private Banking forms will have a mention of "Private Banking" and with the status

"Cust Id Available : Yes/No on the face of the account opening form. Incase of an existing

Private Banking customer opening a new account, CAP approval will not be required.

RPC/CPC will check for the status code mentioned whether it is pertaining to Private

Banking Clients. RPC/CPC will check for all cases whether the new customer acquisition

form or upgrade request has the CAP approval mail from Mr. Harish Ravinutala (266520)

or Mr. Ajit Jha ( 178984) or Mr. Vijay Upadhyay ( 154762) or as decided by Business team

and has the statement " Please treat this as Client Acceptance Panel Approval". All AOFs

without the CAP approval will not be accepted at the inwarding desk at RPC and sent

back to branches without accepting the AOF. For cases which are sourced through TAB,

the form to be rejected if the CAP is not attached. Same shall be the case in FCRM

request raised for account modification. There is no change in the existing process except

for the CAP approval mail and shall be followed as per guidelines mentioned in Circular

10558/10978.

17) FATCA Guidelines

FATCA/CRS has to be obtained for Saving / Current / TASC & WBG accounts.

1. Account holder i.e. the entity or individual as the case may be

2. Beneficial owners of the entity
3. Instances where there are no beneficial owners in the entity then we need to further
capture details of key officials/ controlling persons

RPC / CPC user will check if FATCA annexure is attached along with every form and if it
filled or not. In case of non receipt of annexure or the same is not filled, RPC / CPC user
will reject the form.

Checking and further updation in I-core for Saving accounts has to be done as
follows:

Status Check List

Yes TIN Mandatory

US Person
No NA

TIN Given Or
Yes
US Indicia (any) Self-Certification given

No NA

Check if US person is mentioned as ‘Yes’ for any of the holders, then TIN has to be
mandatorily captured in the FATCA Annexure. If TIN is not captured then RPC will reject
the form

· In cases where US person is mentioned as ‘No’, RPC will also check US Indicia
parameters in the annexure

· If any of the US Indicia parameter is mentioned as ‘Yes’ which suggests a US relation,

RPC will check if TIN has been captured. If not, then the self-Certification has to be
signed by the customer

· In case, none of the above conditions are ‘yes’, account opening request will be
processed as per existing process.

· FATCA declaration form to be submitted along with every account opening form for
TAB/Non Tab irrespective of whether US person/ US Indicia is ‘yes’ or ‘No’. If not
submitted, RPC will reject the account opening request.

RPC will have to update the FATCA details in Core System under 3 scenarios
during CFR for Non-Tab cases and for TAB cases, RPC has to update the FATCA
details basis the scanned image of the FATCA annexure available under Other
Document :

Scenario 1) For US person “YES” and TIN is provided

Scenario 2) Any of the option under US Indicia is selected as “YES” with TIN

Scenario 3) US Person is “NO” but US indicia have any parameter is “YES” and no TIN is
provided but self-certification is signed

Process for Updation in I-core for Scenario 1 & 2

CRM>General>Tax Certification Details>

a) Foreign A/c. Tax Reporting Required - 'Yes'

b) Foreign Tax Reporting Status - 'Active'

c) Foreign Tax Reporting Country - 'US'

d) Remark – Mention the TIN + Name of the TIN issuing country

Once the above fields are filled, user has to select Documents details tab in
CRM and fill the following details.

CRM>General >Document Details >Add Document Details>

e) Document Type – Add Identification Document (Capture Identification Number) for e.g:
Passport number, Aadhaar number, Pan basis the document provided by the customer
(This document can be part of KYC document as per 6 OVD’s).. If the details are already
captured in this tab during account opening then there is no need of updating the same
again

f) Also if the Person is selecting US person as “YES” then again in document type tab user
has to select document as “Birth certificate” and select country of birth as “US”

Process for updation in I-core under scenario 3 - US Person is “NO” but US

indicia have any parameter is “YES” and no TIN is provided but self-
certification is signed. Then following details will be updated in I-Core

CRM>General>Tax Certification Details>

a) Foreign A/c. Tax Reporting Required – “NO”

b) Remark – Self – Certification with (Document Name & number)' mention the
supporting ID submitted by the customer. For e.g. Passport with Passport number,
Aadhaar with Aadhaar number etc

CRM>General >Document Details >Add Document Details>

c) Document Type – Add Identification Document (Capture Identification Number) for

e.g: Passport number, Aadhaar number, Pan basis the document provided by the
customer (This document can be part of KYC document as per 6 OVD’s).. If the details are
already captured in this tab during account opening then there is no need of updating the
same again

d) Also if the Person is selecting any of the indicia field as “YES” then again in
document type tab user has to select document as “Birth certificate” and select country
of birth as “US”

Rejection reasons created in DB tracker related to FATCA are as follows :

1) FATCA annexure not complete

2) FATCA declaration not attached

RPCs to ensure to select correct rejection reasons in DB Tracker for TAB cases. For Non-
tab, the rejection reasons has to be clearly mentioned in the Remarks

Checking and further updation in I-core for Current & TASC has to be done as
follows:

Individual current accounts

Following grid to be followed:

Status Value Check List

Person resident outside TIN or its functional

Yes
India equivalent mandatory

No NA
 TIN or its functional
Yes
equivalent mandatory
US Person
No NA

TIN Given OR
Yes
Indicia (any) Self-Certification given

No NA

RPC to reject the individual account opening form if:

1) Declaration is not attached / is incomplete
2) Declaration is not signed as per MOP
3) Individual declares resident outside India / US Person but TIN or its functional
equivalent is not mentioned
4) If any of the Indicia is Yes and neither TIN / its functional equivalent is mentioned nor
self-certification is given

Non-Individual current accounts following grid to be followed:

Status Value Sub Value Sub Value Check List

Account holder Yes Account holder - FATCA/ CRS self
tax resident of is a Financial certification to
any country Institution be filled (section
other than India 1 & 3)
Yes Account holder Account holder Declaration is
is not a Financial is Government signed
Institution body /
International
Organization /
company listed
on recognized
stock exchange
Yes Account holder Account holder FATCA/ CRS self
is not a Financial is not certification to
Institution Government be filled (section
body / 1 & 2)
International
Organization /
company listed
 on recognized
stock exchange
No Account holder GIIN is
is an Indian mentioned and
Financial declaration is
Institution signed
No Account holder Substantial FATCA/ CRS self
is not an Indian owners or certification to
Financial controlling be filled (section
Institution persons in the 1 & 2c)
entity or chain of
ownership are
resident for tax
purpose in any
country outside
India or not an
Indian citizen
No Account holder Substantial Declaration is
is not an Indian owners or signed
Financial controlling
Institution persons in the
entity or chain of
ownership are
resident for tax
purpose in India
or an Indian
citizen

RPC to reject the non-individual account opening form if:

1) Declaration is not attached / is incomplete
2) Declaration is not signed as per MOP
3) Grid requires self-certification to be filled but is not attached
4) Self certification is attached but relevant sections are not filled

For all current accounts, wherever any of the parameter under US person /
Other country or Indicia is "Yes" then CPC has to capture the related details
under I-core during CFR.

Please find below the details to be captured along with I-Corefor your
reference.
For Individual
Value Checklist Foreign Foreign Foreign Remarks
Status A/c Tax Tax Tax
Reporting Reporting Reporting
Required Status Country
Person Yes TIN or its Yes Active Pls specify Mention
resident functional the country the TIN or
outside equivalent mentioned its
India mandatory equivalent
No NA
US Person Yes TIN or its Yes Active Pls specify Mention
functional the country the TIN or
equivalent mentioned its
mandatory equivalent
No NA
Indicia Yes TIN given Yes Active Pls specify Mention
(any) OR the country the TIN or
mentioned its
equivalent
Self- No Write 'Self-
Certificatio Certificatio
n given n with
(Document
Name &
number)'
mention
the
supporting
ID
submitted
by the
customer

For Non-Individuals
Status Value Sub Sub Checkli Foreign Foreign Foreign Remark
value Value st A/c.Tax Tax Tax s
reporti Reporti Reporti
ng ng ng
require status country
d
Account Yes Account - FATCA/ Yes only Active Pls Mention
holder holder is CRS self if US FI, specify Identific
tax a certificat Non- the ation No
resident Financial ion to be participa country &
of any Institutio filled ting FI or mention Identific
country n (section Owner ed ation
other 1 & 3) Docume issuing
than nted FI country
India and TIN
and GIIN
if
available
for US FI
Yes Account Account Declarati No Mention
holder is holder is on is Govern
not a Govern signed ment
Financial ment body /
Institutio body / Internati
n Internati onal
onal Organiza
Organiza tion /
tion / compan
compan y listed
y listed on
on recogniz
recogniz ed stock
ed stock exchang
exchang e as the
e case
may be
Yes Account Account FATCA/ Yes if it Active Pls Mention
holder is holder is CRS self is other specify Identific
not a not certificat than the ation No
Financial Govern ion to be Active country &
Institutio ment filled NFFE mention Identific
n body / (section ed ation
Internati 1 & 2) issuing
onal country
Organiza and TIN
tion / whereve
compan r
y listed relevant
on
recogniz
ed stock
exchang
e
No Account GIIN is No Mention
holder is mention GIIN
an ed and
Indian declarati
Financial on is
Institutio signed
n
No Account Substant FATCA/ Yes if it Active Pls Mention
holder is ial CRS self is other specify Identific
not an owners certificat than the ation No
Indian or ion to be Active country &
Financial controlli filled NFFE mention Identific
Institutio ng (section ed ation
n persons 1 & 2c issuing
in the country
entity or
chain of
 ownershi
p are
resident
for tax
purpose
in any
country
outside
India or
not an
Indian
citizen
No Account Substant Declarati No
holder is ial on is
not an owners signed
Indian or
Financial controlli
Institutio ng
n persons
in the
entity or
chain of
ownershi
p are
resident
for tax
purpose
in India
or an
Indian
citizen

For TASC accounts

Value Type Value Check Sectio Type Check list

list n
Followi FATCA Sec 3 If US Provide
ng CRS Entity TIN ,
values Self- “Yes” GIIN Self-
are Certific Certific
availa ation ation
ble on Sec 1 signed
& 3 to
FATCA/
be
CRS
filled
Declar
ation-
Non
Individ
 uals

A Accou Yes (i)Fina Yes Non US Check if

nt ncial Entity FATCA
Holder Institu Classifi
Tax tion cation
reside Non US
nt of Entity
any values
other selecte
countr d
y (ii) Not Yes FATCA
other Financ CRS
than ial declara
India Institu tion to
tion be
i.e. signed
Govt as MOP
Body/In
ternatio No FATCA Sec 2 US or Provide Self-
nal CRS from TIN , Certific
Organiz Self- any GIN & ation
ation / Certific other TIN signed
compan ation country Issuing
y listed Sec 1 other country
on & 2 to than
recogni be India
zed filled
stock
exchan
ge

If"No"" Then
FATCA
CRS
classific
ation
for
Non-
financia
l
entities
(NFFE)
to be
filled
B If Yes - - Non
Accou Manda
nt tory
holder field –
Indian If
 Financ custo
ial mer
Institu have
tion GIIN it
will be
mentio
ned.
RPC
not to
reject
the
form if
the
same
is not
mentio
ned

No - - Check
Point C
C Substa Yes - - FATCA Sec 4 Details All Self-
ntial CRS of Details Certific
Owner Self- controlli to be ation
s or Certific ng capture signed
control ation person d
ling Sec 1 if
person &2C Passive
in the to be NFFE
entity filled are
or and filled
chain RPC/C
of PC will
owner check
ship if
reside values
nt for are
tax select
purpos ed
e in
No - - Check - - - -
any
for sign
countr
on
y
declara
outsid
tions as
e India
per
or not
MOP
an
Indian
citizen

18) Process for raising SR for Expression / Metro debit cards if received during
account opening request.
For accounts opened through TAB, file is generated from DB Tracker basis which SR is
raised by CPC AOT Team For accounts which are received through omniflow, RPC has to
raise the SR under following path after account opening.

Expression: LI_CARD/PIN RELATED_ISSUANCE OF PICTURE CHIP DEBIT CARD-AC

Account Modifications

Modifications in I-CORE in the customer’s Account can be classified into the following:

Fincore – Customer Accounts Maintenance

CRM – Customer Master Maintenance

As per circular 9574, list of activities identified for decentralization at branches are as
follows:
 Savings Account address change (For both less than 6 months and more than 6
months account)
 Saving Account address change with deliverables
 Request of cheque book through I-core
 PAN Updation
 Request for nomination
 Change in nominee
 RD Account opening for own SOL ID
 Upgrade to senior citizen
 Change in interest credit account details
 Link FD to operative account
 Dormancy removal
 FD A/c renewal
 Transfer Cheques
 Salary processing through Transfer Cheque
 Savings Account closure

The following processes done at RPC's / CPC's shall be dealt with in this note :
Centralization of Saving Account servicing SR's at Hyderabad : Processing of all account
servicing requests has been centralized at Hub RPC at Hyderabad. SR's raised by branches
get assigned to Hyderabad account servicing team. As a BCP or as an exception due to
system or other issues, RPC's can also process such requests.

NOTE: For all account servicing request, RE-KYC of the customer should be
updated in account.

As per circular 11160, If fresh KYC documents i.e. Identity and address proofs are obtained
from the customer, RPC will update the HKYCM flag for updation of KYC in the system for
existing account and not for newly opened account but also HKYCM to be done if mode of
operation is same. If HKYCM flag is Y, then the account of the customer is KYC compliant.
For Re-KYC guidelines refer Circular 8000.

Please note the below guidelines to be adhered for Re-KYC request received :

1) In case the Re-kyc is already updated in the account and still RPCs have received a
request for KYC updation in the account, please note that the SR will not be rejected.
RPCs to do the complete scrutiny as per the guidelines and update the HKYCM Flag once
again as customers request to update his KYC should not be rejected.

2) For Re-kyc in Current account even though if the request is scrutinised by the Branch,
RPC to do the complete scrutiny of the request and update the HKYCM Flag as Branches
are not authorised to conduct the DVU for Current accounts.

For Sole proprietor account Re-KYC through PB certification process is allowed. RPC to
follow the normal process of updation of HKYCM flag without doing DVU if the PB
certification is done and the employee is PB certified as per the list available on Intranet

The following modification processes shall be dealt with in this note:

 The detailed process for each service request type (as mentioned in the table
above) is explained here below:
I - Multiple Address Modifications
 The applications for modification of address in case of multiple products are
forwarded to CPC. The same is carried out in the following manner:
Process at Central Processing Centers (CPC):
  CPC will receive requests through FCRM SR “LI_ACCOUNT MODIFICATION _Cont
detail chng- a/c linking - Multiple products“ and “PB-LI_ACCOUNT MODIFICATION-
PB-LI _Address Change- Multiple products -PB-LI”
Requests are broadly classified into Following types
◦ Credit Card
◦ Loans
◦ Trading/Demat Account (PAN card is Mandatory)
◦ Savings Bank Account
 The request should include the following attachments else the same is reassigned
back to the creator.
 SRF (Single Request Form)
 Identity proof, duly attested by the branch. DBM/DBM approval is required in
absence of ID proof.
Note:- For change in address in Demat account PAN card is mandatory, request
without PAN card should not be accepted)
 Address Proof (If bank account is less than 6 months old)
 Before forwarding the request to CPC, branch officials are required to verify
signatures as per Bank records (Branch to verify the signatures on the form, the
employee verifying the signature should mention his employee number and sign
along with stamp). The customer has to mandatorily submit his photo identity
proof along with Stay connected form, as per latest KYC norms.
 The following modification requests are received for updating in the account:-

◦ Communication Address Change

◦ Permanent Address Change
◦ Contact no.
◦ Email ID

Process for modification:-

 For Savings accounts, CPC will change address in I-CORE as per request .

 For Credit cards, CPC will change the address as per request in CTL.

 For Retail Loans – For Consumer Loans, Home Loans, CPC will change the address
in FINONE as per request.
 For Demat Account- The address is modified in DP Secure system by CPC Demat
  Trading Account- The address is modified in ICIS Infopool application by ISEC only if
the address has been changed in DP Secure application (Demat Account).

1. Savings bank address change request through Phone banking / infinity

 This is an STP process. The request raised through SR, directly hits finacle and
address is modified accordingly. All the necessary validations are built in the
system. All the fall out cases are assigned in CPC-AOT tray “LI_ Communication
Address Change_Deposits only”. CPC-AOT will process the fall out as per current
address change process.
Process on Internet Banking:

 CPC receive SR “LI_ Communication Address Change_Deposits only” in FCRM.

 Current process for address change at Operations will be followed

 SR status will be conveyed via SMS alert on closure of SR

Direct Banking_All Product_Change Contact Details-DB for both SB account and credit card
address change” for manual processing.
 Adhering to Bank policy, capture of address change request is not allowed if,

◦ Account is less than 6 months old

◦ Account is Inactive/Dormant
◦ Date of Birth not updated
◦ Account has zero/negative balance

2. Direct Banking address change request through Phone banking / infinity

Process on Phone Banking
 Direct Banking (DB) customer contacts Phone Banking for address change. CSPB
raise SR “Direct Banking_All Product_Change Contact Details-DB for both SB
account and credit card address change” on CPC AOT. CPC-AOT manually process
the request in I-core and CTL (Credit Card system).

Process on Internet Banking:

 CPC-AOT receives SR “Direct Banking_All Product_Change Contact Details-DB for
both SB account and credit card address change” in FCRM. CPC-AOT manually
 process the request in I-core and CTL (Credit Card system).

E-mail updation/ registration for E-mail statements:
 CPC maker would update the details under CRM → CIF Individual → Edit → General
→ Basic Info → Statement Required e-mail address of the customer should be
updated. (verify it with CPC team)_

Alert registration/ Change in mobile number for already registered customer:

 If a customer ticks to confirm that he wishes to avail Mobile Banking facility offered
by ICICI bank following modifications have to be done in I-Core.
 Mobile number to be updated through ICIALREG option available in Finacle. Alert
type field is pre-populated with ALL
 Indian mobile number: User should select Y in the India Mobile number field.
Country code (91) will be pre-populated and the user should enter customer's 10
digit mobile number.
 International Mobile number: User should select N in the India Mobile number
field. User needs to enter both the Country code (ranging between 2-5 digits) &
customer's mobile number.
 The checker should verify Mobile number through the ALREGAU option available in
Finacle
 In case the customer gives a request for change in contact details & linking of
relationships, branch user should raise the SR “LI_ACCOUNT MODIFICATION _Cont
detail chng- a/c linking - Multiple products “and User should select ‘Address change
& linking of account’ from the drop-down in the SR.
 Request is then forwarded to verifier for verification. For only address modification
in account/s, SR is closed with proper revert.
 After doing the verification, CPC maker / checker would close the SR.

II - Addition/Deletion of Name in Saving account

I -Addition of Name

SR type : LI _Account Modification_Account Servicing request - Scanner

Branches_Name and Signature Addition
The following aspects should be borne in mind while accepting requests for addition of
name :
  The fresh applicant(s) being added will appear sequentially after the existing order
of names in the account.
 Resident Applicants can be added to NRO accounts.

 Care must be taken to ensure the existing account has not been attached or
marked for freeze/lien by any regulatory body.
 If the customer has availed Demand Loan / OD against FD and loan account is
maintained under same customer id, fresh loan documents need to be obtained
before effecting addition of name.
 In name addition cases separate annexure I (signature of joint applicant confirmed
by primary holder) and annexure II (debit card no objection declaration) are not
required if customer uses new name addition request form as the content in both
annexures in build in new request form. However, if old form is used where these 2
declarations are not inbuilt in form then annexure I and annexure II needs to be
taken.
 For Name Addition cases, separate CIF ID to be created for joint Holder & to be
linked with account
 If already account is in joint status and third holder is getting added,, unit should
create New Cust Id for the new applicant alongwith the existing joint holder based
on the ID proof of the joint holder.

II- Name Addition in Bank account (3-in-1 account)

 Name addition in the bank shall be done only with the blood relative i.e. Spouse,
Children (Son or Daughter), Parents, Grandparents or Grandson/ daughter.

 Relationship of the first holder of the bank account with the new joint holder is
required to be established with supporting proof.

 The primary holder for all the three accounts (i.e. Demat/Trading/Bank)shall
remains the same. I-Sec confirmation is taken for before doing name addition in
bank account by RPCs.

 Name addition process defined under circular no 9574 shall be followed.

 Branch official will send the name addition request along with duly filled in and
franked Power of Attorney (POA) to RPC.
Note:- The NJS (Non Judicial Stamp Paper) should not be older than six months
(depending upon the state) and the amount on the stamp should be as prescribed by the
respective State Government.
 RPC shall scrutinize the Name additional request as per current process and POA as
per process defined in 10977. In case rejection in POA / name addition request will
be treated as rejection and existing rejection process will be followed.
Note: RPC will not disable I-direct flag in I-core for successful / rejection cases.
 Post name addition request is processed in I-core system, RPC will mention ‘Name,
DOB & relationship of joint holder’ in SR Activity note and step close the SR. The SR
will flow to I-SEC for further processing.
 I-SEC will update joint holder’s details (given in SR activity note by RPC) in ICIS and
close the SR selecting standard revert.
 Alike 3-in-1 account opening form and document scanning and upload of scanned
image in the common folder, RPC now, post processing the name addition request
in I-core will send the POA linking form (complete physical set) to vendor for
scanning.
 RPC will upload the scanned image of the request and document (complete set) in
the common folder assigned to respective RPC.
 In name addition cases, Branches and RPC's should check whether there is a PPF
account in the same cust id in which the savings account is also there for which
name addition request is received. If there is a PPF account in the same cust id
then name addition request should not be accepted for that customer since name
addition in PPF account is not allowed.
Note:
 The Storage of Name Addition application and POA will be at the branch.
 Bookmark needs to be updated in ICIS (POA_BANK_STORAGE) along with storage
location

Process at the branch:

The following process is to be followed for accepting Addition of Name request:
 Customer is required to give following documents:

 Application for name addition along with specimen signature of person being
added. Application needs to be signed by all existing account holders in case of
joint account.
 Name addition form with specimen signatures of all existing and new account
holder. The order of name(s) on the form must be same, as present and new name
 should appear in last.
 Proof of identity and photograph of the new applicant(s). The Id proof must be in
line with the existing KYC policy for individuals.
 Proof of Identity, Address of new applicant(s) is required in case the new applicant
is not a blood relative of the first account holder
 Proof of Identity, Address of new applicant(s) is required. If the new applicant is a
relative and staying with primary account holder then Relationship document proof
and Annexure E as given in circular 11872 is required. name of the applicant and
the name of father/mother/spouse/blood relative, as stated in the Address proof
should appear in the aforesaid documents.
 If the account is more than 2 years old and KYC review is not conducted (Status of
KYC review can be checked in HKYCM option in finacle) for the account, then KYC of
all account holders ((i.e. existing account holders and new joint holder) to be
collected along with the KYC of new holder.
 All documents must be self-attested by account holders.

 The submitted photocopy of documents are verified with original, signed and
stamped by CSO on token of verification with originals
 If account has an existing nomination, all joint account holders must sign Form DA
1 afresh to confirm the nominee.
 In case any of the new applicants are nominees in the existing account / Customer
ID, Form DA 2 to be obtained from existing account holders to cancel the existing
nomination.
 After obtaining requisite documents , branch raises SR in FCRM - LI – ACCOUNT
MODIFICATION – ACCOUNT SERVICING REQUEST – SCANNER BRANCHES and the
branch forwards the application along with documents to RPC for further
processing.
 Wherever copy of PAN card is given or PAN is mentioned on form, the DVU (Maker)
has to put the stamp as PAN SITE VERIFIED on PAN copy / request form.
 A new cheque book will be issued to the customer and same will be sent to the
customer as per defined TAT
 It has been observed that some time system does not allow to issue cheque book if
previous cheque book is issued to customer within 7 days, in these cases user has
to track these requests and new cheque book can be issued to customer after 7
days.
  Details of customer whose name has been added or changed gets captured in the
file and is sent to CPC team for AMLOCK check.

Deletion of Name Process :

 Following aspects are to be considered while accepting requests for Name Deletion
:
 Name of any of the existing account holder(s) to be deleted with the consent of all
the account holders.

 If the name of an NRI is being deleted from an NRO account, care must be taken to
ensure that there is at least one more NRI holder is continuing in the account as
the first applicant.

 Deletion of name cannot be carried out for loan / overdraft accounts.

 Care must be taken to ensure the existing account / account holder has not been
attached or marked for freeze/lien by any regulatory body.

 If the customer has availed Loan against Deposit / OD against the same Customer
ID, fresh documents need to be obtained.

 For the cases where MOP is changing from ERS to Single Nominee/ No nominee
declaration is required mentioned in Name and Signature Deletion request

Process at the branch:

The following aspects are borne in mind while accepting requests for deletion of name:
 Name of any of the existing account holders can be deleted only with consent of all
account holders.

 Name of first account holder can be deleted as given in circular 9574 / 9577.

 If the name of an NRI is being deleted from an NRO account, care must be taken to
ensure that there is at least one more NRI holder continuing in the account as the
first applicant.

 Deletion of name cannot be carried out for loan / overdraft accounts.

 Care to be taken to ensure the existing account / account holder has not been
attached or marked for freeze/lien by any regulatory body.

 If the customer has availed Loan against Deposit / OD against the same Customer
 ID, fresh documents need to be obtained.

 The following Process is to be followed for accepting deletion of Name request:

 A Request letter for deletion of name needs to be obtained from existing account
holders.

 Applicant whose name is being deleted is required to surrender his ATM/Debit card.
The surrendered card is destroyed physically by CSO in presence of customer and
hot listed by RPC. However, branch can also hotlist the card and RPC needs to
check the same. Physical destruction of card is verified by CSM.

 A new cheque book will be issued to the customer and same will be sent to the
customer as per defined TAT
Note:- Un-used cheque leaf need not to be destroyed
 Customers to be informed that no further credits will be accepted in the name of
the account holder whose name is deleted. Similarly, any cheques signed by the
account holder whose name is deleted will not be honoured.
 After obtaining requisite documents, branch will forward the same to RPC for
further processing. Stand alone branches will scan the request and send through
staffware to CPC.

Process at RPC
 This processing of the applications for addition / deletion of names of the Joint
Account Holders is guided by the Circular Number 9574 / 9577. The list of other
relevant circulars is as below:

Circular number Subject

RCLG-2302/Mar 10,  Master circular on customer and
2012/Cir.No.9574 account modification.
 Standard Operating Procedure on
Addition / Deletion of Name
RLG-Sales-124/Feb 24, Circular on KYC guidelines for Retail Liability
Accounts -Residents
2012/Cir.No.11872
RMAG-10/Jul 15, 2005/Cir.No. Circular for KYC for Micro-Savings accounts
for RMAG
8974
RCLG-PRODUCT-139/Feb 28, Guidelines for Savings and Current Account
sourcing and De-dupe process
2012/Cir.No.9545
RCLG-345/Dec 03, REVISED PROCESS FOR ASSET LINKED
SAVING ACCOUNT (ALSA)
2004/Cir.No.1209
IRBG-NRI Services-137/Feb Master Circular on NRI KYC Procedures
07, 2012/Cir.No.9469
RMAG-238/May 18, MASTER CIRCULAR ON KNOW YOUR
CUSTOMER (KYC) GUIDELINES FOR RURAL
2013/Cir.No.10609
MICROBANKING & AGRIBUSINESS GROUP
 The process carried out is as given below:
 The applications for Addition / Deletion of the Joint Account Holders are received at
the RMR from the Branches through the vendor.
 The same are forwarded by the RMR to AOT for further processing.

 The receipt of applications is recorded by AOT and discrepancies in receipt are

checked with the RMR and intimated to the concern branches through email.
 The request are also received through FCRM under LI_ Account Modification_
Account Servicing Scanner branches_ Name and signature deletion.
 At AOT the following activities are undertaken:

 The application for addition / deletion of the Joint Account Holders is scrutinized as
follows:
 The request form is checked for legibility.
 Accuracy of customer Name and Account number given in the request is checked
with the data in I-CORE. Address of the customer as per the request is also
confirmed with the address mentioned in I-CORE.
 The status of the account is checked for Inactive / Dormant / Frozen status.
 The signature on the request is verified with the signature in I-CORE, the same is
defaced, if tallying, and the request is initialed by the verifier.
 The requests are checked for adherence to the KYC norms in respect of the new
applicants.
 The documents received are scrutinized for correctness & completeness.

 Addition or Deletion requests for modification are executed for 'Single' to 'Either or
Survivor' / 'Any one or Survivor' or vice versa or from 'Single' to 'Joint'/ 'Joint' to
'Single' account.
 In case of name addition separate CIF to be created in CRM with Status code
“NFC” to all the joint holder's and the same is linked with Account under Related
Party Tab in FINCORE. The letters “JT” are mentioned alongside the name of the
Primary Applicant
 The modification for nominations are carried out. RPC needs to ensure to check
that new joint holder and nominee should not be same. In case request is received
for adding name of existing nominee in account as joint holder then RPC should
ask for DA2 / DA3 i.e. cancellation of existing nominee and/ or cancellation of
existing nominee and addition of new nominee.
 Modification of the mode of operations is carried out.

 Hot-listing of card / De-activation of Internet Banking facility is done in case of any

name deletions or the mode of operation being other than “Any one/ Either or
Survivor".
 The existing signatures captured in I-CORE are deleted and the new signatures are
uploaded. For addition of accounts, incase photograph is provided, the same will
be uploaded alongwith the signatures.
 New cheque book is issued to the customer

 The modifications in I-CORE are verified, the signature defaced and the application
is initialed by the Verifier. In case of any errors observed, the application is
returned for re-modification or rejection as the case may be. The errors are entered
in the Quality Improvement Register.
 The processed applications are shrink-wrapped / stitched and stored date wise.

 For scanned images, the SRs are processed as above and closed.

 For all the accounts where the name addition has happened RPC to include the
name of the account holder(s) (whose name has been added) in the list of
manually activated accounts for which SR is raised on CPC for AMLOCK and CPCS
check. As a result, all accounts which are undergoing a name addition will be
checked in AMLOCK and CPCS and existing process as per circular 12079 and 7852.
In case the result is positive in AMLOCK / CPCS then the account holder(s) name
(whose name has been identified in AMLOCK/CPC) should be deleted from the
account.
 The rejected applications are attached with a rejection memo mentioning all the
reasons for rejection (to avoid rejections on re-submission) and the same are
forwarded to RMR for dispatch to the branch or the base branch, depending on the
source of request.
 The rejection data is uploaded in e-search for query management. However, if the
request is received through SR (FCRM) then there is no need to update E-search
since the details in SR can be viewed by all the teams.
  Pending applications are entered in the Application Pendency Register with the
reasons mentioned.
 Requests for accounts in Inactive / Dormant / Frozen state are not processed.
However the Branch manager and the Branch operations manager have the
authority to remove the Dormancy / Inactive status.
 For name deletion if the existing customer ID proof is provided, then HKYCM flag to
be updated.
 In case the primary account holder is getting deleted and the second holder is
getting added, DNC to be updated in the system if the same is ticked.
 In name deletion request, the deleted holders Cust Id should be suspended
and the CUST ID shall needs to be de linked from the Primary holder’s
account using the menu option HACM>RELATED PARTY TAB>DEL FLAG to
be changed from “N” to “Y”

Name Deletion in Bank account (3-in-1 account)

 Customer has a 3 in1 account with the bank with multiple account holders (Joint
holder(s)) in the bank account. Name deletion process a defined under circular no
9574 shall be followed in case of accounts other than 3-in-1 accounts.

Note:- The primary holder name cannot be deleted from system in case of 3-in-1
accounts. The primary holder in all the three accounts (i.e. Demat/Trading/Bank)
will remain the same. Name change should be done first in the I-Core and post that
only any modification in the signature should be done under SVS module

III. Status Code Conversion:

 This processing of the applications for status code conversion for accounts is
guided by the Circular Number 9574. The list of other relevant circulars is as
below:

Circular number Subject

RCLG-2302/Mar 10, Master circular on customer and account
2012/Cir.No.9574 modification.
Modification of status code
RCLG-PRODUCT-166/Feb 25, Over-the-counter upgrade/downgrade for
Privilege Banking Savings Account
2013/Cir.No.10465
customers.
RCLG-PRODUCT-166/Feb 25, Revised Privilege Banking program
 Circular number Subject
2013/Cir.No.10465

 Classification of customer based on various parameters is done, so that they can

be easily distinguished for the purpose of Product Development. This classification
is called as Status code which enables the bank to provide different types of
services or products. For eg HNI customers, Senior Citizen Customers etc.
Identification of a particular business group like retail, corporate, etc is done on the
basis of constitution codes. The format of the constitution code is as follows:
 The first character defines the business group it belongs to and the second
character defines the type of customer. For eg. R1 signifies that it is an individual
account classified under Retail.

In case of Senior Citizen account:

Process at the branch:
 Branches receive request from senior citizen customers for updating their status in
the accounts held by them.
 A letter is taken from the customer requesting for updation of status Senior citizen
for their accounts. A photocopy of the proof of Date of Birth is obtained from the
customer.
 The CSO verifies the same with the original document and stamps the same with
“Verified with Original” stamp.
 The CSO raise SR in FCRM “LI_Account Modification_Scanner Branch_Request for
status change”

In case of customers other than Senior Citizen:

Process at the branch
 Change status code from HH (e.g. *, **, ***, GAA00, GAA02, GAA05) to SALARY
(status code begins with P, “STF” and “ESTF”) where customer walks in with letter
from employer or employee ID card.
 Change from one Salary code to another on providing valid proofs like letter from
current employer or employee ID Card.
 For migrating/ downgrading customer from/ to Private Banking (HNI), prior approval
of respective RSM's of both the affected segments is required (e.g. to change the
status code from * to HNI prior approval will be required from RSM HH and RSM
 PBG for the respective region).
 The CSO raise SR in FCRM “LI_Account Modification_Scanner Branch_Request for
status change”

In case of customers requesting for Privilege Banking :

 Customer can choose from any of the following : Gold- HH1, Silver - HH2, Senior
Citizen Gold - SRC1, Senior Citizen Silver - SRC2, Senior Citizen Blue – SRCB,
Brokers Gold – HBRK1, Brokers Silver – HRBK2, Easy receive Gold – EASY1, Easy
Receive Silver – EASY2. Titanium and HNI wealth is done by CPC in the SR path LI_
Account Modification_Upgradation to privilege bank as per circular 10465

Process at RPC

 At RPC, the requests for change in status codes (account conversions) received
from the customers are processed as per the following steps :
 The applications for Account conversion are received at the RMR from the
Branches.
 The same are forwarded by the RMR to AOT for further processing.

 The receipt of applications is recorded by AOT and discrepancies in receipt are

checked with the RMR and intimated to the concern branches through e-mail.
 At AOT the following activities are undertaken in both scenarios physical as well as
FCRM
 The request for account conversion is scrutinized.

 Accuracy of customer Name and Account number given in the request is checked
with the data in I-CORE.
 The status of the account is checked for Inactive / Dormant / Frozen status.

 The signature on the request is verified with the signature in I-CORE, the same is
defaced if tallying and the request is initialed by the verifier.
 Account Conversions are done for Accounts which are converted from Minor to
Major, Major to Senior Citizen, Student account to Normal Saving Account in I-
CORE, PPA Accounts to Normal SB A/c, NFR1 to Normal SB A/c, PPA to PPA A/c
 For Privilege Banking customers, status code is changed from Normal to Silver /
Gold as desired by the customer.
 The customer id is modified in I-CORE under CRM → CIF Individual → Edit Entity →
CIF ID → Quick Edit → Customer Status.' .
 In case of any request for conversion from Minor to Major, the request letter is
scrutinized along with the Account Opening Form duly filled by the minor and
attested by the guardian along with new KYC documents of minor are checked as
per KYC guidelines mentioned in 11872 and then the details are modified in I-
CORE. The unused cheque leaves of the minor are destroyed by RPC by using the
option HCHBM. Branch to request customer to surrender old cheques leaves for
physical destruction. RPC to do HICICIBRQ (issuance of new cheque book) for the
converted account.
 After changing the status code from minor to major, RPC's to check BDTM option
whether the customer has active internet banking facility. In case customer has
internet banking facility, then RPC should step complete and the SR would be auto
assigned to CPC tray CPC_INF_UserIDPWD for changes in internet banking from
minor to major in bankaway
 In case of request for conversion of Account on the minor attaining majority, the
receipt of Request Letter, Proof of Identity, Proof of Age and duly filled AOF by the
Account holder is ensured.
 In case of request for conversion from Major to Senior Citizen, the age proof is
checked and the status code is then modified in I-CORE.
 In case of requests received for conversion of Normal SB a/c to staff account , the
staff declaration alongwith Employee ID card / appointment letter is checked , and
status code modified in I-CORE .If customer is a HNI, modification done
accordingly
 In case of request for conversion from NFR1 to normal saving account, it is checked
whether all the documents as per the KYC Norms are submitted with the covering
letter. In case the account is in Frozen stage, the Freeze code “NFR1” is removed.
 In case OTC upgrade form received with the check box ticked –“To request for a
personalized debit card “, RPC to do Edit Entity under CIF Individual Debit Card
modification in CRM for card production.
 The modifications in I-CORE are verified, the signature defaced and the application
is initialed by the Verifier. In case of any errors observed, the application is
returned for re-modification or rejection as the case may be. The errors are entered
in the Quality Improvement Register.
  In case of conversion of minor accounts to major accounts, the mode of operation
details are modified with the signatures of the guardian being deleted. The new
signatures are scanned and uploaded. The revised signatures are verified by the
Verifier.
 RPCs to execute the e-mail and mobile registration and update contact details of
the customer as per existing process.
 The processed applications are shrink-wrapped / stitched and stored date wise.

 The rejected applications are attached with a rejection memo mentioning all the
reasons for rejection (to avoid rejections on re-submission) and the same are
forwarded to RMR for dispatch to the branch or the base branch, depending on the
source of request.
 The rejection data is uploaded in e-search for query management. However, if the
request is received through SR (FCRM) then there is no need to update E-search
since the details in SR can be viewed by all the teams.
 Pending applications are entered in the Application Pendency Register with the
reasons mentioned.
 Requests for accounts in Inactive / Dormant / Frozen state are not processed.
However the Branch manager and the Branch operations manager have the
authority to remove the Dormancy / Inactive status.
 The modifications are verified separately with the accounts list for modifications.

 The records are then modified at CTU for changing the scheme code in the SB
accounts from SBSTF to SBGEN.
 The request received also through CSPB (Phone Banking Team) for change in status
code from EHNI to senior citizen (age criteria matches) shall be processed and the
status code should be changed to SRC60.
 In case customer status code is changed from Salary to HH, PPA code needs to be
removed by RPC. The customer will have to provide his ID and address proof along
with MITC for status code change from Salary to HH as per Circular 8879
 For No frills to Savings, Student to normal saving account conversion, Identity
proof, address proof alongwith MITC.

IV - Request for subscription of Email Statement/ monthly physical statements:

 Process at CPC:
 E-mail Statement: The same is an STP process. The fallouts are processed at
CPC .The processing of Applications for Email Statements received from customers
is done as per the steps explained below :
 The request for e-mail updation is received through FCRM from Branches / Call
Centers / Internet Banking.
 The dump of the requests is forwarded for processing.

 The request is checked for:

 E-mail id to be updated.
 Flag to be changed.
 Account number of the customer.
 Requests incomplete in any respect are re-assigned back to the source.

 For requests in order the e-mail id modification is done in CIF Individual → Edit
Entity option under CRM. The modification done is checked and verified. The
statement flag is modified as per the circular 11811.
 In case the customer has requested , statement is sent to him

 For processed cases, the case is closed with appropriate revert.

 The requests are also received for modification of statement flag. The same is
updated in I core.

Physical Statements:
 The process of issue of Physical Statements to the customers is briefly explained
below :
 The Vendor is intimated of the estimated volume of the statements based on the
estimation provided by CBTG, to enable the vendor to make provision for adequate
stationary.
 Any change in the artwork is also intimated to the Vendor.

 The data files are received from the RTG at identified PCs in the CMR and the same
after due verification are forwarded to the Vendor for Printing through SFTP mode.
 The files are processed by the Vendor and the statements are printed. An
intimation of the completion of printing is received from the Vendor. The type-wise
count intimated by the Vendor is tallied with the file received from RTG, and
 discrepancies if any are reverted.
 The contracted mailers are intimated to pick-up the statements from the Vendors.
These Vendors may also be paid a defined amount in advance as per the terms of
the contract to enable them to do the franking.
 The statements are handed over to the mailers by the Vendor, who in turn forward
the same to the Postal Authorities / couriers for dispatch.
 The delivery details received are updated in e-search.

 The undelivered statements are received back at RMR. The Undelivered statements
for HNI clients and undelivered duplicate statements are sent to the Base branch.
Other statements are destroyed and the flag in I-CORE for statements is marked as
'U' so that the same are not printed subsequently.

V - Change of Name & Signature

Process at RPC :
 Name / Surname change request is accepted through a request letter as per latest
format along with the relevant documents as given below. Guidelines given in
account servicing circular 9574 to be followed.
 Customer is required to personally visit the branch. The request can be accepted at
any branch. Request received from a third party, on behalf of the customer is not
accepted. Request sent through post, courier, drop box should not be accepted and
branch to inform the customer to that effect in writing.
 The documents that can be accepted for name change is available on the Legal
site of the ICICI Home Page. The Path to the link is : Universe > Business Groups >
Corporate Center > Legal Group > Document Management System - Common
Documents > Others > Point 22 (Note on - Name Change).
 Name change cannot be done in HUF Savings account. Customer has to close the
existing account and open a new account with the new name alongwith the
relevant documents.
 CSO at branch scrutinizes the request submitted and verify signature of customer
with record in I-Core. In case of name change in joint account, all accounts holders
need to sign the request letter. In case of mismatch request is returned to
customer.
 CSO attests the photocopy of document submitted after verification with originals.
CSO signs the copies with remarks” Verified from Originals”.
  Customer is required to submit ATM/Debit card in the old name. CSO will physically
Destroy the card and hotlist the card by raising SR.
 A new cheque book will be issued to the customer and same will be sent to the
customer as per defined TAT
Note:- Un-used cheque leaf need not to be destroyed.
 Customer to be informed that all cheques shall be collected in his/her account in
future, if they are drawn in the same name and style as given in the name change
request.
 Request for change in name may be accompanied with request for change in
signature. Both requests is captured in one application form only. Guidelines given
in next section for change of signature also needs to be followed in such cases.
 The application forms along with documents is checked by DBM or BM and change
is approved by DBM/BM by sign on request form.
 Application along with documents is forwarded to RPC for further processing. SR is
raised under LI_Account Modification_ Account servicing Scanner Branches_Name
and Signature Addition or LI_Account Modification_ Account servicing Scanner
Branches_ SSA Signature Change for TASC account and assign to RPC.
 KYC guidelines as given in circular 11872 to be followed and process to be followed
as per circular 9574.

Guidelines for change in Signature

 Customers request for change of specimen signatures due to various reasons viz.
change of name, unable to replicate existing signature on record due to passage of
time, old age etc.
 Caution has to be exercised while changing Specimen Signature as all the
operations in the account are done, based on the customer’s signature.
 A request letter mentioning the reason for change of signature is required from
customer as per format. In case of joint account, the request letter has to be
signed by all the account holders.
 Customer may place the request at any ICICI Bank branch.

 Request received from a third party, representing the customer should NOT be
accepted. Request sent through post / third party, courier, drop box will not be
accepted and branch may inform the customer to that effect
 The customer is informed to ensure that all the cheques issued by him with the old
 signature are cleared, before submitting the request for change in signature.
 If the customer has issued any PDCs in the account with the previous signature, he
should be advised to cancel the same and issue cheques with new signature.
 Customer is required to endorse both his existing specimen signature and the new
specimen signature on the form, in the presence of the Bank staff.
 If the customer cannot replicate his existing signature available on Bank records,
the genuineness of the reason for variation in signature to be verified by DBM/BM.
In such situation copy of identity proof as per KYC guidelines for Individual
customer is required. The same is verified with original by CSO/DBM or BM.
 CSO, after verifying the existing signature of the customer and satisfying himself
about the genuineness of the request, signs on the request in token of confirmation
that customer has signed in his presence.
 Customer to be informed that all cheques shall be paid in his/her account in future
if they are drawn with the new signature given in the signature change request.
 The application form along with documents is checked by DBM or BM and change is
approved by DBM/BM by sign on request form.
 Application along with documents is forwarded to RPC for further processing. Also,
SR is raised by branches and mentioned on the request before sending them to
RPC's.

Process at RPC:
Signatory Modification :
The processing of applications for Signatory modification submitted by Resident
Customers is explained below :
 The applications for Signatory Modification are received at the RMR from the
Branches.
 The same are forwarded by the RMR to AOT for further processing.

 The receipt of applications is recorded by AOT and discrepancies in receipt are

checked with the RMR and intimated to the concern branches through FCRM.
 The request can also come through FCRM.

 At AOT the following activities are undertaken :

 The application for signatory modification received is scrutinized as follows :

 Accuracy of customer Name and Account number given in the request is checked
with the data in I-CORE.
  The status of the account is checked for Inactive / Dormant / Frozen status.

 The signatures on the request are verified with the signature in I-CORE, the same
are defaced if tallying and the request is initialed by the verifier.
 In case of TASC accounts it is checked that the change in signatories is in
conformity with the base document submitted earlier.(Trust Deed / Bye laws /
Articles). If not in conformity then it is checked whether the changes have been
incorporated in the Base Document and the same is revised. Bridger sheet to be
obtained.
 The Authorization or the resolution approving the change in signatories, with the
limits specified, is verified.
 Based on the resolution of the Special Savings Account, the addition / deletion of
signatories is carried out. In case customer has provided his photograph then the
same should be scanned and uploaded along with the signature
 The signatures of the fresh signatories is scanned and uploaded in I-CORE.
Signatures to be removed, as per the resolution are deleted.
 The addition / deletion done is verified and the request letter is defaced and
initialed
 The processed applications are shrink-wrapped / stitched and stored date wise.

 The rejected applications are attached with a rejection memo mentioning all the
reasons for rejection (to avoid rejections on re-submission) and the same are
forwarded to RMR for dispatch to the branch or the base branch, depending on the
source of request.
 The rejection data is uploaded in e-search for query management. However, if the
request is received through SR (FCRM) then there is no need to update E-search
since the details in SR can be viewed by all the teams.
 Pending applications are entered in the Application Pendency Register with the
reasons mentioned.
 Requests for accounts in Inactive / Dormant / Frozen state are not processed.
However the Branch manager and the Branch operations manager have the
authority to remove the Dormancy / Inactive status.

Signature Modification:
The processing of application from the customers for change in signatures in I-CORE is
briefly explained below:
 The applications for Signature Modification are received at the RMR from the
Branches.
 The same are forwarded by the RMR to AOT for further processing.

 The receipt of applications is recorded by AOT and discrepancies in receipt are

checked with the RMR and intimated to the concern branches through e-mail.
 At AOT the following activities are undertaken:

 The request for change in signatures is scrutinized.

 The accuracy of the name and account number given in the request is checked
with the data in I-CORE.
 Requests are rejected for accounts with Dormant / Inactive / Frozen status.

 The authorizing signature on the request is checked with the signature in I-CORE.

 In case of TASC accounts the signatures are checked for confirmation with the
resolution passed.
 The instructions are carried out as per the resolution of the special savings
accounts and the addition and deletion of signatures is done.
 The new signature is scanned and uploaded in I-CORE. In case customer has
provided his photograph then the same should be scanned and uploaded along
with the signature
 All the processed applications are stamped as 'Processed' and shrink-
wrapped/stitched and stored as Non-Financial vouchers.
 The rejected applications are attached with a rejection memo mentioning all the
reasons for rejection (to avoid rejections on re-submission) and the same are
forwarded to RMR for dispatch to the branch or the base branch, depending on the
source of request.
 The rejection data is uploaded in e-search for query management. However, if the
request is received through SR (FCRM) then there is no need to update E-search
since the details in SR can be viewed by all the teams.
 The number of applications received after Cut Off Time are entered in the Activity
Pendency Register.
 Requests for accounts in Inactive / Dormant / Frozen state are not processed.
However the Branch manager and the Branch operations manager have the
authority to remove the Dormancy / Inactive status.
Name change process for 3-in-1 accounts :
SEBI vide circular no. CIR/MRD/DP/27/2012 dated November 1,2012 has issued guidelines
on change of name in the Beneficial Owner (BO) Account. In order to simplify the
procedure of change of name in individual Beneficial Owner’s (BO) account, SEBI has
decided that an individual BO may be allowed to change his/her name, subject to the
submission of required documents at the time of change of name of the individual in the
BO account.

1. Customer shall approach bank branch offering Demat services, with the request for
name change for 3-in-1 accounts.
Note:- Name change form for Saving account to be taken along with KRA KYC
Change form with supporting documents. Customer needs to write the demat
account number on the saving name change form. Also branches can use the
Name change SR as currently used in Saving.
2. Request received from third party, on behalf of the customer is not accepted.
3. For Saving account name change refer the guidelines and documents defined for
Saving account
4. Request received through post, courier, drop box will not be accepted and branch
should inform the customer to that effect.
5. Branches to note – Name change requests to be accepted under following
scenarios for demat/Trading:
1. In case change in name on account of marriage.
▪ Request letter along with Marriage Certificate or Copy of passport
showing husband's name or publication of name change in official
gazette.
1. In case of change in name on account of reason other than marriage &
change in father's name.
▪ Request letter along with Publication of name change in official gazette.
1. Branch shall check and collect self - attested copies of the above mentioned
documents along with customer request for 'Name change' (Name change request
form) and KRA KYC Change form and verify the same with the original documents
and Saving and demat system. Branch shall affix the 'Verified with Original' stamp
and sign with Employee details on the documents.
2. Branch shall also collect Identity Proof document (in the new name desired) and
the document should be 'Verified with Original'.
3. In case of multiple holders in the account, the request to be signed by all the
 holders.
4. Signature on the Identity proof should match with the account in Icore and DP
Secure
Note : Demat account should be active for which name change request is received.
5. For 3-in-1 Accounts, branch will send the physical documents to RPC for Name
change in Savings Account (as per existing process)
6. Customer to be informed for submission of Debit Card and Cheque book in old
name at the branch. Customer can continue the Cheque book in existing name.
7. The debit card will have to be physically destroyed and hot listed by raising SR or
through I-sense.
8. SR will be raised by branches for the same.
9. A new Cheque book will be issued to the customer.
Note: New Branches will select in the drop down whether the account is linked for I
Direct. In case the account has an I Direct Facility, RPC will process the change in
savings account and the SR will be auto assigned to ISEC team for changes in the
trading and CPC Demat for demat account.
10. CPC demat shall refer demat master circular for name change process and
close the SR
11. RPC will store the request for branches without scanner.

VI - Change in Status From Minor To Major

The Bank opens a Savings Account in the minor’s name on the basis of the following:
 Minor whose guardian is a Natural Guardian: The age of attaining the majority is 18
years.
 Minor whose guardian is appointed by the Court: The age of attaining the majority
is 21 years.

 After attaining the age of majority, the erstwhile minor account holder has the
option to Close the existing account and open a new account in his name either
singly or jointly with his parents. Continue with the existing account by converting
the same to either a normal savings account or a student’s account.

 If PPF account exists in Minor account Process need to be followed as per

Circ.11988

 DNC (Do Not Call) to be also updated in DNC portal while conversion from minor to
 major request.

Documents required:

 AOF / Minor to major conversion form signed by the minor who is attaining majority
along with latest photograph.

 Date of birth certificate for proof of age (if customer brings the letter sent by Bank
intimating him to provide the fresh documents, the same can be done away with).

 Address proof if different from existing address and Identity Proof as per latest KYC
Circular.

 In case name of joint holder is to be added then the new AOF should incorporate
name of joint holder and the Mode of Operation should be clearly mentioned.

 Customer to return old deliverables like ATM card/cheque books to the branch for
fresh issue

 A letter from the major conforming the transactions carried out by the guardian
when he/she was minor. The format of letter is available at Universe> Business
Groups>Branch functioning >Retail Banking>Banking Standard Forms> Others >
Point no. 43.

 If lien or debit/credit freeze cannot be removed; form may be returned to the

customer for regularization.

 PAN Card (if available)/Form 60/61

 Most important terms and conditions (MITC) duly signed by the customer (minor,
who is now becoming a major)

 Branch needs to raise a SR in FCRM - LI_ACCOUNT MODIFICATION_ Updation from

Minor to Major

Process at the RPC:

 Change of the Status Code in CRM -->Edit Entity → Quick Edit → Customer Status for the
minor. In case of Addition of name of the joint account holder, CRM and HACM to be modified
Hotlisting of the debit card
 Issue of new cheque book/Debit card to be done.
  New signature(s) to be scanned

 Change in Address, PAN Card/Form 60 updation to be done

 The process for change in status (as explained earlier) is followed in the case of
change of account from Minor to Major.
 Process development is made live by technology where data for AMLOCK check for
all Minor to Major cases is received from BIU based on the system logic and RPC
need not raise SR to CPC for the same.
 The freeze from all the accounts at a cust ID level is lifted on the receipt of the
relevant customer documents at RPC
 DNC to be updated in the system if the same is ticked in the form

 For change of Menu profile in Internet Banking, RPC to step complete the SR if
BDTM exists in I-Core.

 If the customer does not have the internet banking service and if he wants to
activate internet banking, then customer need to place a fresh request for
activation of internet banking with the Branch.

 In case of any discrepancy SR is reassigned.

Process at CPC:
 On the minor attaining majority the savings account is marked with “Debit Freeze“
as follows
 The option “ICIMINDR” is run in I-CORE

 All accounts attaining majority on that day are marked with “Debit Freeze”

 In case of any fallouts post running the script , the SB and FD accounts are marked
as 'debit freeze ' manually by the CPC maker and verified by the checker. For any
reason if team is unable to mark freeze in the SB and FD accounts , the reason to
be mentioned in the report generated and signed by the Team leader/ Checker.
 A report of all the accounts freezed is generated from the background menu and
filed
 The freeze from all the accounts at a cust ID level is lifted on the receipt of the
relevant customer documents at RPC

VII - Setting Up of Standing Instructions

Guidelines :
 Customer has a facility to pay/ transfer funds from one saving account to another
with in ICICI bank on recurring basis. This is a very convenient service, as once a
standing Instruction (SI) is set, the desired amount will be transferred every month
on the specific date as mentioned by the customer.
 A written request is taken from the customer.

 The request should mention the date of debit, amount to be debited, account
number of the debit & credit party, name of the credit party and the signature of
the debit party.
 The CSO will check for all the relevant details.

 ID Proof Requirement : Customer ID Proof is not required for processing the

request from base and non-base branch.

 Branch Staff needs to check if all the relevant details are mentioned on the
request letter

 Branch Staff needs to verify the customer signature of the debit/initiating

customer with the image in I-Core / I-View / I-Sense.

 Branch needs to raise a SR in FCRM

 LI  ACCOUNT MODIFICATION  Account Servicing Request-Scanner Branches

(Attach the scan copy of the request letter)

 LI  ACCOUNT MODIFICATION  Account Servicing Request-Non Scanner Branches

 Branch Staff needs to mention the SR number on the request letter and the original
copy of Customer request form. Branch Staff needs to send the same to the
concerned RPC for processing.

Process at RPC:
 The processing of applications for setting of Standing Instructions pertaining to the
accounts, received from the customers is explained below :
 RPC will check the customer signature, account is active, dormant and any
freeze/lien exists. In case lien exists, SR is re-assigned to branch for removal of
 lien or rectification.
Only for Demat cases if the lien exists which is user defined lien i.e. lien marked by
CDIUSER then only in that case lien is removed at CPC (the lien code is EBA)
 For all accepted cases, Standing Instruction is set by the RPC using HSIM option in
I-Core.
 The charges are levied, if applicable and the same are also verified.

 The applications are stitched and stored.

 Pending applications are entered in the Application Pendency Register with the
reasons mentioned.
 For third party standing instruction request, please refer Circular 8158 (Received
funds from other Banks and credit ICICI Bank customer)
 For setting up Other Bank standing instruction i.e From ICICI Bank account to other
Bank. Charges will be levied to the customer every month. Branches to inform the
customer regarding the charges. Request is received at CPC through SR Path
LI_Account Modification_Account Servicing Scanner Branches_setting or deletion of
SIM. CPC will do the scrutiny of checking the signature, whether account active or
dormant and whether sufficient balance is available. For successful case, standing
instruction is enable in the system. The SR is closed.

VIII - Modification in Mode of Operation

 Branches receive requests for change in MOP for TASC accounts. The request is
taken on the letterhead signed by the customer/s with resolution as per
constitution. CSO/CSM checks the base documents with the change in conformity
with the new MOP requested.
 Once all the documents are collected and scrutinized as per Circular 9574, they are
dispatched to RPC for further action or SR is raised in FCRM under LI  ACCOUNT
MODIFICATION  Account Servicing Request-Scanner Branches
 LI  ACCOUNT MODIFICATION  Account Servicing Request-Non Scanner Branches

Process at RPC
 The processing of requests by customers for modification in the mode of operation
is explained below :
 The applications for Modification in the Mode of Operation are received at the RMR
from the Branches.
 The same are forwarded by the RMR to AOT for further processing.

 The receipt of applications is recorded by AOT and discrepancies in receipt are

checked with the RMR and intimated to the concern branches through e-mail.
 The request is also received through FCRM.

 At AOT the following activities are undertaken :

 The application for modification is scrutinized as follows :

 The request form is checked for legibility.

 Accuracy of customer Name and Account number given in the request is checked
with the data in I-CORE.
 The status of the account is checked for Inactive / Dormant / Frozen status.

 The signature on the request is verified with the signature in I-CORE, the same is
defaced if tallying and the request is initialed by the verifier. Since the modification
in mode of operation implies change in delegation of financial powers, it is checked
that the request is signed by all the account holders.
 It is checked that the requests for modification in the TASC Accounts are
accompanied with a copy of the resolution and the KYC documents.
 In case of TASC accounts it is checked that the change in mode of operation is in
conformity with the base document submitted earlier.(Trust Deed / Bye laws /
Articles). If not in conformity then it is checked whether the changes have been
incorporated in the Base Document and the same is revised.
 Applications with discrepancies are rejected.

 The modification of the Mode is done in I-CORE for all the account numbers
mentioned in the request.
 The modification done is verified, the signature defaced and the application is
initialed by the verifier. Modifications done with errors are returned back for
necessary action. The errors are recorded in the Quality Improvement Register.
 For accounts where the mode of operation is made 'Joint' the existing debit cards
are hot-listed, De-registration is done for mobile alerts & De-activation of the
internet banking facility is done ,if in active mode. This is done since consent of all
the account holders is required for the facilities.
 The mode of operation is modified in the signature screen in I-CORE.
  For TASC Accounts the relevant part of the resolution stating the Mode of Operation
is scanned and uploaded in I-CORE.
 The processed applications are shrink-wrapped / stitched and stored date wise.

 The rejected applications are attached with a rejection memo mentioning all the
reasons for rejection (to avoid rejections on re-submission) and the same are
forwarded to RMR for dispatch to the branch or the base branch, depending on the
source of request.
 The rejection data is uploaded in e-search for query management. However, if the
request is received through SR (FCRM) then there is no need to update E-search
since the details in SR can be viewed by all the teams.
 Pending applications are entered in the Application Pendency Register with the
reasons mentioned.
 Requests for accounts in Inactive / Dormant / Frozen state are not processed.
However the Branch manager and the Branch operations manager have the
authority to remove the Dormancy / Inactive status.

IX - Interest Modification Process

Process at RPC :
 Branches receive requests from customers, where the deposits for the senior
citizen are opened under normal category. In such cases, the customer submits
age proof subsequent to opening of term deposit requesting for special rate of
Interest. Branches process such requests provided the depositor was a senior
citizen as on date of opening a FD as per the age proof. Request is forwarded to
RPC.
 The process is guided by the circular FG-ARG-16/Nov 14, 2003/Cir. No.497.
 The applications for Interest Modification are received at the RMR from the
Branches.
 The same are forwarded by the RMR to AOT for further processing.
 The receipt of applications is recorded by AOT and discrepancies in receipt are
checked with the RMR and intimated to the concern branches through e-mail.
 At AOT the following activities are undertaken :
 The interest modification request is scrutinized as follows :
 Accuracy of the name and account number is checked in I-CORE.
 The status of the account is checked for Inactive / Dormant / Frozen status.
  Requests are rejected in case of any discrepancies in scrutiny.

 . For applications in order and meeting the prescribed criteria the Interest Flag is
updated in Fincore using the HINTTM option.
 The interest-flow is re-generated under HREGFLOW by changing flag from N to Y,
thereby re-calculating the interest for the modified rate of interest.

 The modification in I-CORE is checked and verified separately. Errors, if any, are
recorded in the Quality Improvement Register.
 The interest-flow is re-generated under REGFLOW by changing flag from N to Y,
thereby re-calculating the interest for the modified rate of interest.
 The processed applications are shrink-wrapped / stitched and stored date wise.

 The rejected applications are attached with a rejection memo mentioning all the
reasons for rejection (to avoid rejections on re-submission) and the same are
forwarded to RMR for dispatch to the branch or the base branch, depending on the
source of request.
 The rejection data is uploaded in e-search for query management. However, if the
request is received through SR (FCRM) then there is no need to update E-search
since the details in SR can be viewed by all the teams.
 Applications received after the Cut-Off time are entered in the Application
Pendency Register with the reasons mentioned.
 Requests for accounts in Inactive / Dormant / Frozen state are not processed.
However the Branch manager and the Branch operations manager have the
authority to remove the Dormancy / Inactive status.
 The rights for change in interest flag have been restricted to CPC. Branches and
RPCs are not allowed to do a change in interest flag in I-core.
 Interest flag change to “N” can not be done for Saving accounts it is only
applicable for current accounts

Interest code modification in Staf account :

 The data of savings accounts opened is received from the vendor by CPC team and
same is updated in Interwoven for non tab cases.
 For Tab case, extract dump from I track report which is initiated from September
2015.
 AOT maker would take the data from interwoven and prepare a sheet in “DATE|
 ACCOUNT NUMBER | TITLE NAME | PPA CODE” format. For accounts having PPA
code as __STF, interest code in I-CORE is modified to SBSTF from SBGEN.
 I-core option used is “INTTM”. After modification, verifier will verify the same using
“V” option.

X - Updation of Do not call details

 Reserve Bank of India has laid down guidelines on calling customer for promotional
activities. Any calls to the clients who have registered themselves for “Do Not Call”
(DNC) option attract heavy penalty. Besides, there is compliance and regulatory
risk associated with it.
 The option of “Do not call” is available in Account opening form. Customer needs
to select whether he/she want to avail the “Do not call option” or not.
 Given below are the guidelines to be followed by CPC AOT Team for updation of
customer details with regard to the “Do not call” option selected by the customers
in the account opening form :
 CPC AOT shall forward the scanned images of AOFs to the vendor for data entry, as
per the Existing process.
 Vendor shall capture the details of the customers who have opted for “Do Not Call”
additionally in “.txt” format. The file format is as mentioned below
TITLE, FIRST NAME,LAST NAME,STATE,CITY,CALL,SMS,MOBILE PHONE,OFFICE
STDCODE,OFFICE NUMBER,RESIDENCE STDCODE,RESIDENCE NUMBER,OFFICE
EMAIL,PERSONAL EMAIL,COMPANY NAME
 The file format is subject to changes from time to time as per technological
developments and other improvements over a period of time.

 Data format is as under:

MR,ASHISH,GUPTA,MAHARASHTRA,MUM,N,N,9876543210,022,55515678,0250,233
4455,ashish.gupta@mycompany.com,ashish.gupta@hotmail.com,IBANK

 At end of the day (post completing the Data entry process by vendor), Vendor shall
send the consolidated “Do Not Call file” through e-mail / leased line / SFTP to CPC
AOT Team . In case no records are available for a particular day NIL report to be
confirmed to CPC AOT Team.
 CPC AOT maker will log to the Do not call site “ http://10.16.168.240/dnc/”” with NT
user Id and Password.
  Path : File > customer bulk upload

 CPC AOT maker shall check the file format and the instructions available on site for
file upload. Instructions are as mentioned below,
 The file to be uploaded should Compulsorily be .txt

 Title: Should be in MR,MRS,MISS,DR,OTHER and should not be greater than 5

characters
 First Name: maximum 50 characters

 Last Name: maximum 50 characters

 First Name | Last Name | City | State are Mandatory

 State: Should be Full State name from List Given on link

 City: Select from Code List Given on link

 Mobile No: Max 10 numbers (Numeric)

 Office STD: Numeric

 Office No: 8 digits Maximum

 Resident STD: Numeric

 Resident No: 8 digits Maximum

 Office Email: 50 Characters Maximum and Should be Valid

 Personal Email: 50 Characters Maximum and Should be Valid

 At least one of the Three telephone no. is mandatory

 The File should not contain any blank row between two records.

 Post checking CPC user will upload the file.

 In case of fall outs, system will throw an error file with reasons. To resolve the same
CPC AOT should co-ordinate with RPC / CBTG team.
 CPC AOT shall maintain the control register with maker and checker initial on
register with maker and checker initial on the register.

Updation of Do not Share details

 Reserve Bank of India has laid down guidelines on calling customer for promotional
activities. Any calls to the clients who have registered themselves for “Do Not
Share” (DNS) option attract heavy penalty. Besides, there is compliance and
regulatory risk associated with it.
 The option of “Do not Share” is available in Account opening form. Customer
 needs to select whether he/she want to avail the “Do not call/ Share” or not.
 Given below are the guidelines to be followed by CPC AOT Team for updation of
customer details with regard to the “Do not Share” option selected by the
customers in the account opening form :
 CPC AOT shall forward the scanned images of AOFs to the vendor for data entry,
as per the Existing process.
 Vendor shall capture the details of the customers who have opted for “Do Not Share”
additionally in “.txt” format. The file format is as mentioned below,
TITLE,FIRST NAME,LAST NAME,STATE,CITY,MOBILE PHONE,OFFICE STDCODE,OFFICE
NUMBER,RESIDENCE STDCODE,RESIDENCE NUMBER,OFFICE EMAIL,PERSONAL
EMAIL,PINCODE,DATE OF BIRTH,COMPANY NAME
 Data format :
MR,AMIT,SHARMA,MADHYAPRADESH,OTH,9827217748,,,,,,,458001,05/15/1984,IBA
NK
 At end of the day (post completing the Data entry process by vendor), Vendor shall
send the consolidated “Do Not Share file” through e-mail / leased line / SFTP to
CPC AOT Team . In case no records are available for a particular day NIL report to
be confirmed to CPC AOT Team.
 CPC AOT maker will log to the Do not call site “ http://10.16.168.240/dnc/”” with NT
user Id and Password.
 Path : Do Not Share > DNS Customer Bulk Upload

 CPC AOT maker shall check the file format and the instructions available on site for
file upload. Instructions are as mentioned below,
 The file to be uploaded must be .txt.

 HomePhone/WorkPhone numbers should contain minimum 5 digits and no STD

code.
 Mobile Number should contain exactly 10 digits.

 Post checking CPC user will upload the file.

 In case of fall outs, system will throw an error file with reasons. To resolve the same
CPC AOT should co-ordinate with RPC / CBTG team.
 CPC AOT shall maintain control register with maker and checker initial on register.

XI - Sourcing Employee's code Updation

 Details of new Employee code are received from Product team for updation in
 Finale master as well as in vendor master. On receipt of the details, CLOG – AOT
uploads the same in I-CORE using DSAUPLD option. Once the data is uploaded in I-
CORE, the same is shared with the data entry vendor for updation in their master.
A confirmation is received from the vendor of successful updation. (While data
entry of the details on AOF, the code written by the sourcing employee gets
validated against this master).

 File format of the file is

Employee ID|0004|Employee Name||S|Yearmonthdate

123456|0004|SACHIN TENDULKAR||S|20100406

XII – Lien freeze removal Process

Process at CPC
 Maker at CLOG – AOT will receive Helpdesk request as below from
Branches/Internal Groups along with supporting documents.:
◦ Removal of Lien
◦ Removal of Freeze
 The process of lien and freeze removal is done as mentioned in circular Liabilities
Operations Group-82/Sep 11, 2008/Cir.No.5995. CPC will remove freeze for all
savings and current account (individual constitution).
 If lien/ Freeze is marked in the account for KYC document then the lien / Freeze
removal request can be processed post receipt of KYC documents by respective
RPC. Also for following accounts lien/freeze removal shall be done by RPC if the
account is to be continued and fresh documents have been given by the customer
(except Deceased claim) :- No frills account, Minor being major, Flood Affected
forms, Deceased claim and Salary Weeding.
 If in case of No frills account, Minor being major, Flood Affected forms, and Salary
Weeding, customer does not want to continue the account, Branch will raise SR on
CLOG for lien / freeze removal and CLOG (CPC) team will step close the SRs after
removal of lien/freeze from the account . Then branch will close the account and
then close the SR.
 CPC remove the freeze from "Account activation process for Ready Cash
transaction" - SR path is LI_Account Opening_Ready Cash - Removal of Debit
Freeze" - Incident to be raised by KYC certified official when CM submits AOF and
 KYC doc on issuance of Remittance Card to the CM. CPC to remove debit freeze and
close case.
The supporting documents for removal of the lien are:
 Customer letter for removal of lien, if the lien was initially marked based on
customers request.
 In the event of no supporting document then the lien removal request has to be
approved by:
◦ CBM – for retail branches
◦ Branch Head – for CIBDs
◦ Zonal/Deputy Zonal Head – for Business Groups
◦ Head of Department – for other groups
◦ RPC-Head/CPC-Head for RPCs / CPC's
 The supporting documents for removal of the Freeze are:

◦ If the freeze was marked under an attachment order, the supporting document
in this case will be a copy of the release order.
◦ In the event of no supporting documents, then the freeze removal request has
to be approved by :
▪ CBM – for retail branches
▪ Branch Head – for CIBDs
▪ Zonal/Deputy Zonal Head – for Business Groups
▪ Head of Department – for other groups
▪ RPC-Head/CPC-Head for RPCs/CPC's
 Maker will scrutinize the request along with supporting documents to validate
whether the lien/freeze marked in the account is in line with the certification
provided for lifting the lien/freeze with reasons
 In case of any discrepancy, maker will step close the SR with rejection reason for
branch to action
 Maker will remove the lien using option HALM and HCLM and Maker will remove the
freeze using option HAFSM.
 Checker will check the removal of the lien/freeze on the account and verifies the
same.
 If branch confirms to collect the charges for lien removal by mentioning chargeable
column as "YES" then CPC team will collect lien charges as defined in finacle.
  Maker will step close the SR to the branch.

 Branch will close the SR with the appropriate reverts.

 For bulk ikit freeze removal branch shall raise SR in I Helpdesk " under INTERNAL
PROCESS MANAGEMENT_CTD_UNFREEZING OF NON ACTIVATED IKIT ACCOUNTS.
CPC will remove freeze from ikit accounts as per existing process.
 For Jewel Loan Savings accounts Freeze removal please refer Circular No. 11560

XIII – Refund of closure proceeds for Bank induced account closure (non
activated Savings )

As per the circular, bank induced closure is initiated in following cases

 Following are the events when the Bank is induced to close the accounts:

◦ During FPCG samplings before activation/opening of accounts at RPCs – done by

RPC

◦ De-duplication (Dedupe) in CPCS system against negative list of accounts –

done by RPC

◦ KYC documents not submitted by Customer – non activated accounts– done by

RPC

◦ Rejection not resolved– done by RPC

 The accounts closure is initiated as per the process mentioned in the circular.

 For non activated accounts, RPC / CPC team before closing the account will update
the Name and DOB of the customer as available on account opening form in I-core
and the closure reason in Remarks column.
 For activated accounts no details will be required like name and dob as all the
details will be available in Icore.
 RPCs / CPCs after closure of the account, parks the closure proceeds in
0103SLACCLSR account.

XIV – Bank Induced Closure Process for activated accounts ( Savings)

 As per the circular, bank induced closure is initiated in following cases. Following
are the events when the Bank is induced to close the accounts:
  Accounts linked to fraudulent activity & Any other scenario with approval of CBM
and RPCH – Branch raise SR on CPC with approvals

 Enhanced due diligence – CPC

 Communication address visited by FI Agency for Ikit accounts – done by CPC

 Multiple Cheque dishonor for less than 1 crore (Circular 9541) – done by CPC

Following process is followed at CLOG AOT for account closure of Saving Account.
Wherever the accounts which are to be closed by CPC, the below SR types should
be referred for bank induce closure
◦ Internal Process Management → FPC → Bank induce closure
◦ Internal Process Management → ICOR → Enhance Due Diligence Saving
Accounts
◦ Internal Process Management → RCU → EDD SA RCU Alerts
 The units will receives the SR with CBM approval for closure of account. If the
account is in negative balance request is rejected to get the account in zero
balance. A customer account will be put under total freeze and notice shall be sent
to the customers as per cir 2678. After the notice period is expired the credit
balance in the account shall be parked in 0103SLACCLSR and the account is closed
by the respective units.
 Post receiving approval for closure of account due to dishonor of cheque of Rs. 1
crore and below, CPC team closes the account and parks the funds in the
respective branch SL Collections account for sending the same to the customer.

XV – Account Activation Process

Resident Savings Account Activation at CPC :
 This process covers the processing of account opening forms received from the
RPCs, by the Centralised Account Opening Team. The process steps are mentioned
below :
 CPC will receive the scanned images along with photograph and signatures through
Omnidocs / Omniflow
 CPC will down load the images along with photograph and signatures and store in a
separate Export done folder in the local hard disk.
 In OMNIDOCS, the scanned images are transferred to a Processed folder. If forms is
not exported successfully due to Retail Split issue, same is moved to Rejected
Folder in Omnidocs..
 The signature and photograph images are extracted and maintained in a separate
folder. The images are maintained batch-wise.
 CPC will encrypt the scanned images with the help of Cryptoapp and transfer
batch-wise to the Vendor, through lease lines and SFTP server. Entry of the same is
done in the Image Tracking Register. In case of non-availability of the lease line /
SFTP, CD images are cut and delivered to the Vendor through a properly
designated person after approval from Unit Head. The same to be password
protected.
 Register is maintained mentioning batch number and time of batch sent. Vendor
sends consolidated mail after all the batches are received.
 With the help of signature merger utility CPC merge photograph and signature
downloaded in one single image for upload in finacle. Oversized Images contain
images which are above the existing limit of upload, if same are not attached CPC
upload only signatures of the customer.
 The files exported are stored separately in Exported Done Folder separately date-
wise & batch wise. The files are stored for one day only.
 The following activities are undertaken at the Vendor location:

 Encrypted scanned images received by the Vendor are uploaded in the Vendor
software for data entry.
 In case of discrepant forms, the vendor updates the barcodes of the AOF on the I
Biz portal with the reason for clarification to be sought from RPC. Once the cases
are uploaded in the portal the same will be tagged as exception. When the RPC
usser logs in the portal with the user id, they would be able to view the cases
pertaining to them. RPC will provide the revert for the clarification on the portal
and the cases would be tagged as resolved by the RPC. The Vendor will download
all the resolved cases and do the data entry for accepted cases. In case of system
issue, cases can also be referred to RPC by mail

 CPC-AOT receives the Challan (uploadable .dat file, xls containing file name of
uploadable dat file) from vendor. The vendor also sends a MIS, which contains
details, such as application number, account number, cust id and the customer
 status (status code). Ikit account dat file name starts with K2 and for Non Ikit it
starts with R1.
 CPC will decrypt the files with the help of the Cryptoapp utility. User with
Verification & free user powers in I-core system will upload the dat file in I-core
using ICIUPL option
 A Response & Error file is generated for each dat file. If the file name of dat file is
K200041234.dat a response and error file will be generated which id downloaded .
CPC merge all the response and error file separately using text_merge.exe. Merged
response file is uploaded in Omniflow which is pipe separated file. To upload in
Omnidocs pipes are replaced with comma and CSV Import utility is run.
 In case any accounts have not been activated, the reasons are explored and the
errors are resolved.
 CPC, after activation of account will upload the merged tif file of photograph and
signatures of the customer in I-CORE using ICISIG option. As many times the
command is run response and error file is generated which is downloaded. CPC
upload only response file. Error file is not checked as it contain all the four days
rejected tif files data. TAT for signature upload is 4 days from the account
activation.
 Vendor also provide rejection and other reports after the process is complete and
rejection is uploaded in Omnidocs and Omniflow And the same is downloaded by
RPC.
 CPC generate report from Omnidocs for account and signature reconciliation.
Reason for unactivated account is explored and resolved. For fallout in signature,
CPC manually crops the Signature and Photograph and update in I-core system in
SVS mode with maker checker concept
 Once the accounts are activated, RPCs will check the details of accounts opened in
I-CORE with the CFR file / report updated by CPC. The fields checked (CFR) are :
◦ Name with salutation - in CRM – CIF Individual and debit card screen

◦ Communication Address including pin code, city, state

◦ Mobile No with “91” as prefix

◦ E-mail id

 Errors, if any, are corrected in I-CORE (maker – checker concept exist) and
 recorded as 'Vendor Error'. For all the errors identified by RPC during CFR checking,
RPCs share a MIS with CPC. CPC bifurcate the errors in different categories as
vendor error, Legibility issue, No image etc... The vendor errors are shared with the
respective vendors. For all the vendor errors the vendor is penalised as per the
terms and conditions mentioned in agreement.
 During CFR, if any error is found in mobile number, the same needs to be corrected
and if customer has ticked DNC and DNS options then the correct mobile number
to be updated in DNC and DNS.
 All accounts opened flow in the file for AMLOCK at CPC.

 For CPCS process cir 7852 is to be referred. CPC team is responsible for raising of
SR's for CPCS matches found. CPC role ends after raising SRs for true matches.

NRI Savings Account Activation at CPC :

 This process covers the processing of NRI IKIT & NON IKIT account opening forms
received from the RPCs, by the Centralised Account Opening Team. The process
steps are mentioned below :
 CPC will receive the scanned images along with signatures through OMNIDOCS.

 CPC will down load the images and signatures and store in a separate Export done
folder in the local hard disk. In Ikit NRI account opening form CPC can open NRE,
NRO and mandate cust id for the account. If customer has opted for mandate one
extra page will be scanned by RPC or else only four pages are scanned in
Omnidocs.
 In OMNIDOCS, the scanned images are transferred to a Processed folder. If forms is
not exported successfully due to Retail Split issue, same is moved to Rejected
Folder in Omnidocs.
 The signature and photographs are extracted and maintained in a separate folder.
The images are maintained batch-wise.
 CPC will encrypt the scanned images with the help of Cryptoapp and transfer
batch-wise to the Vendor, through lease lines and SFTP server. Entry of the same is
done in the Image Tracking Register. In case of non-availability of the lease line, CD
images are cut and delivered to the Vendor through a properly designated person
after approval from Unit Head. CD to be password protected.
 Telephonic confirmation is received from all the vendor mentioning the quantity of
AOFs sent and the batch number. Register is maintained mentioning batch number
 and time of batch sent. Vendor sends consolidated mail after all the batches are
received.
 With the help of signature merger utility, CPC merges photograph and signature
downloaded in one single image for upload in finacle Oversized Images contain
images which are above the existing limit of upload, if same are not attached CPC
upload only signatures of the customer
 The files exported are stored separately in Exported Done Folder separately date-
wise & batchwise. The files are stored for one day only.
 The following activities are undertaken at the Vendor location:

 Encrypted scanned images received by the Vendor are uploaded in the Vendor
software for data entry.
 In case of illegible images, vendor refers those bar-codes to. CPC AOT team, which
are then referred to respective RPC's for revert. Once the revert is received same is
forwarded to vendor for processing.
 CPC-AOT receives the Challan (uploadable .dat file, xls containing file name of
uploadable dat file) from vendor. Dat file name starts with NIU*.dat for NRE,
NAU*dat for NRO and NMU*.dat for mandate cust id,
 CPC will decrypt the files with the help of the Cryptoapp utility. . User with
Verification & free user powers in I-core system will upload the dat file in I-core
using ICIUPL option. User will have to upload niu*dat file first then nau*dat and
lastly nmu*dat
 A Response & Error file is generated for each dat file. If the file name of dat file is
niu00041234.dat a response and error file will get generate which id downloaded.
CPC merge all the response and error file separately using text_merge.exe. Merged
response file is uploaded in omniflow which is pipe separated file. To upload in
Omnidocs pipes are replaced with comma and CSV Import utility is run.
 In case any accounts have not been activated, the reasons are explored and the
errors are resolved.
 CPC after activation of account will upload the signatures of the customer in I-core
using ICISIG option. As many times the command is run response and error file is
generated which is downloaded . CPC upload only response file. Error file is not
checked as it contain all the four days rejected .tif files data. TAT for signature
upload is 4 days from the account activation.
 Vendor also provide rejection and other reports after the process is complete and
 rejection is uploaded in Omnidocs And the same is downloaded by RPC.
 CPC generates report from Omnidocs/Omniflow for account and signature
reconciliation. Reason for unactivated account is explored and resolved.
 For fallout in signature, CPC manually crops the signature and photograph and
update in I-core system in SVS mode with maker checker concept
 For NRO account card issuance , vendor provides additional report to CPC which is
uploaded in interwoven and respective RPC's to download the same and issue card.
 In case of joint holders, the joint cust id is linked to both NRE & NRO while
activating the accounts. If customer has opted for mandate cust id the same is
linked to NRE & NRO as per the requirement, while generating the mandate cust id.

XVI - CPCS De duping of records

For CPCS process cir 7852 is to be referred. CPC team is responsible for raising of SR for
CPCS matches found.
For 100% or PAN Match cases, CPC will raise I-Helpdesk under the Head INTERNAL
PROCESS MANAGEMENT_FPC_CPCS match found_fraud.

Amlock - For AMLOCK process, circular 12079 is to be referred.

XVII - Cheque Books requests received at RPC's from Drop Boxes

Applicability :

The process is applicable only for Savings account where the mode of operation is
“Single” or Either or Survivor”, TASC accounts will not be a part of this process change.

Process to be followed for processing of discrepant requests:

For all the requests received from drop boxes, wherever the customer has forgotten to
sign (No signature) or the signature is slightly different (Signature difference), the
verification of genuineness of the request received for processing shall be done by calling
the customer on the registered number and confirming whether the request has indeed
been made by the customer.

Pre – checks to be done by RPCs before rejection curing for discrepant requests
:

 No curing to be done if there are more than 75 unused cheque leaves in the
customer's account except for the accounts where the loan EMI is getting debited
  No curing to be done if there are stop-payment instructions are recorded in I-Core
for the cheque series of cheque book from which requisition slip is being processed
 No curing to be done if account is in dormant /inactive status (system control) . The
request to be rejected

Following are the steps/checks to be conducted where requisition slip has a

signature mismatch/Signature missing :

 RPC user to check for last 4 cheque series mentioned in the cheque requisition slip
for honouring the transactions without any disputes in future
◦ Customer account to be checked if there are no reversals of the same
amount/cheque no. in the customer's account which have been paid (this
control would ensure that the cheque book is in the possession of the account
holder & no fraudulent attempt is being made in the account as there are
undisputed debit transactions for the cheques issued from the cheque book
containing the instant requisition slip)
 Customer calling to be done by RPC for all cases to ascertain the genuineness of
request placed
◦ The RPC user will call the customer on the registered mobile /landline telephone
number available in the system for confirmation
◦ Following details to be captured & recorded on the reverse of the requisition slip
:
▪ Name of the customer
▪ Contact no. on which the customer has been contacted
▪ Customer confirmation Yes/No
▪ Date & time of calling the customer
▪ Name & employee no. of the official who spoke to the customer
◦ In case customer is not contactable or a negative confirmation is received upon
calling, requisition request shall not be processed by RPC. The curing of the
cheque book request will involve customer calling on the registered phone no. &
obtaining customer confirmation to process his request

 At the time of customer calling, the user needs to inform the customer the
following (the script for customer calling is shared with RPC's):
 The cheque book request does not bear the signature or signature is
 differing from the Bank's record
 Based on the customer's confirmation, the Bank is going ahead with
processing his request
 Since these requests do not bear customer signature/has a sign mismatch,
the delivery of the cheque book shall be done at the preferred branch as per
the customer's choice

 The developments for JUMP Q Cheque book request has been made LIVE in I Core.
The developments done will eliminate the Branch / RPC requirement to raise an SR
for delivering cheque book at branch. The branches / RPCs will not be required to
raise an SR for cheque books to be delivered at branch. .

 CPC team to produce the cheque book as per the instruction on the SR & handover
the same to the courier for dispatch to the branch mentioned in the SR

 The branch shall handover the deliverable to the customer only after verifying the
valid ID proof as per the process

Please note : In case the customer is not ready to collect the cheque book from a
branch and insists that the cheque book be sent to his / her registered address, the
customer to be informed that this request cannot be processed due to Signature
not available on the request/Signature mismatch.

For such case, customer to be informed of various channels available to him for
submitting a request for issuance of a new cheque book.

 New SR types has been created under Internal FCRM i.e." INTERNAL PROCESS
MANAGEMENT_CTD_DROPBOX CHQ BOOK REQUEST-DESPATCH DETAILS &
 IR will be raised by spoke RPC's and created IR's will get auto assigned to hub
RPC's for processing of the request
 TAT of the IR will be 3 Days.

 Changes are also done in SR type “INTERNAL PROCESS

MANAGEMENT_CTD_CHEQUE BOOK REQUEST RECD-DROPBOX" which will be
raised by HUB RPC's to capture their own volume along with volume of spoke
RPC's. This IR will be raised in bulk and will get auto closed.
 RPC's have to raise this SR for all cheque book requests received from drop boxes
 The SR process at RPC will be as under :
  RPCs will do bulk upload with details of Process or Rejected requests which
received through ATM drop box, Batch ID will get generate.

 Post approval of Batch ID, next day SR will get generate and auto closed by
system.
 In case if there is a difference in account title and details captured in
ICICBRQ, CPC Production team shall forward the details to CPC AOT for
modification in I-Core for all account

XVIII- I-direct Linking and Delinking Process and webtrade savings account
closure : Please refer process mentioned in 10977
 Request is received from RPC to CPC through FCRM under head LN_LAS Queries-
LN_LAS Account Closure/Deactivation/Delinking_LN.
 SR contains request letter from customer duly signed as per MOP. Maker will
Delink the specified account by changing the I-Direct Del. Flag 'N' to 'Y' and update
the report code as “050811”
 In case of any discrepancies, the SR is rejected and reassigned to Branch/ ICICI
Securities team / RPC. Checker will check and verify De-linked Bank Account in I-
Core. Maker will close the SR with additional remarks if any.

XIX- Bill Pay registration Process :

For Bill pay registration process, RPC / CPC needs to refer circular no. 5616. Bill-Pay
registration can be done only for billers which are mentioned on the back of the AOF. The
list of billers for UBPS (Offline Bill-Pay registration) is available on the Universe under the
following path :
Universe > Business Groups > DBG > RBG > RCLG > Marketing > Product Information >
List of Billers – UBPS

New Offline Biller Registration Process

RPC team will receive the duly filled Utility_Bill_Payment_Services_Registration_Form from

the branches

• RPC user to check if all the below details are mentioned on the Registration form
• Biller details like Biller name, nick name and Consumer code are mentioned
• Customer account no and mobile no is mentioned
• Declaration from Branch official is filled
• Biller to be registered is selected from list of billers mentioned on backside of
the form
 • In case of any discrepancy, user should reject and send the form back to branch for
rectification.
• If all the details are correct then RPC user should initiate the biller registration
process in Retail FCRM under UBPS TAB as per the steps mentioned in the attached
note.
• Incase of new accounts, RPC user to initiate biller registration process once the
account is activated.

XX - PAN updation in Savings account

SR type Li_ACCOUNT MODIFICATION_PAN number updation

CPC receives request in FCRM for PAN updation for Savings account in Icore from
CSPB/Internet banking team. CPC shall check the name and DOB of the customer and the
PAN details in NSDL site.

In case of any mismatch in the PAN, the same is assigned back to CC_DEPOSIT (for CSPB
raised request). For Internet Banking request, in case of mismatch in the PAN, the SR will
be rejected. For all accepted cases, PAN is updated and the SR is closed.

XXI - AADHAR Updation (Refer Circular 11022).

SR type : LI_ACCOUNT MODIFICATION_Aadhar no.updation/IR_LIABILITIES_Bulk

updation of Aadhar number

• Request for Aadhar card updation in Savings is received in FCRM.

• CLOG maker manually checks each record in DSDV application site and matches
the details with I-Core.
• Match criteria will be name and DOB with 100% match.
• Audit trail of the CLOG maker through UIDAI utility will be available basis the user
id provided
• CLOG maker will accept/ reject the cases basis the match and update against the
dump print.
• For match cases , Aadhar number will be manually updated in Icore
• Maker would sign on the voucher indicating , details are checked with UIDAI data
base.
• Dump print would be shared with CLOG checker.
• CLOG checker will verify the 'Accepted' cases in I-core and check for correctness of
Aadhar number updated by the maker.
• The SR would be closed with the relevant closure comment basis the case being
accepted or rejected
• Print of the SR dump would be stored as Voucher with signature of the Maker and
 checker.
• Note: Letter/Acknowledgement receives from Govt. bodies or from central banks
needs to be checked in bulk updation of Aadhar card request.
• Apart from this, CPC team will also update the Aadhaar number for all new saving
bank accounts opened through TAB and omniflow by way of file from TAB and
vendor file. Checking will be done with DSDV site and matched records will be
directly updated in I-Core. For all non matched records, checking will be done by
CPC team and further updation will be done in I-core

XXII Mother Maiden Name (MMN) and Gender Updation.

CPC receive the SRs for change in Mothers Maiden name /Gender updation incorrectly
captured during account opening in Savings from CSBB/Branches in FCRM to update the
MMN/GENDER in ICORE. The TAT to process the request is 1 working day. CPC users shall
check the declaration from customer, name and account number of the customer in I-
Core In case of any discrepancy assigned back to CSPB/Branches . For all accepted cases,
the modification is done in the system and the SR is closed.

XXIII Minor changes in Address fields for savings through Phone Banking.

The request for minor change in Address ( Email Id, Pin code, Landmark mobile number,
City, State etc. ) is received from Phone Banking/RPC through FCRM under path LI_A/C
MODIFICATION_UPDATION OF MINOR DETAILS, CPC team will update the changes in I-core
and close the SR.

XXIV Restricted Fields Updation

IR Type : INTERNAL PROCESS MANAGEMENT_CTD_Modification in Restricted fields

• CPC receive request from RPCs for modification in restricted fields for Savings
through particular File format attached in the IR through INTERNAL PROCESS
MANAGEMENT_CTD_Modification in Restricted fields
• ( CPC will only update MOTHERS MAIDEN Name, GENDER, INTRODUCTORY cust Id
& Constitution Code).
• In case of any discrepancy, the same will be rejected.
• For all accepted cases, the details be updated in Finacle and CPC will close the SR
with appropriate comments.
 • Note : File Format should contain the details in mentioned format.
• SR NO >>EXPORTING DATE>> ACTIVATION DATE>> BAR CODE ACCOUNT NO>>
CUST ID>> ERROR FIELD>> CORRECT ENTRY >>RPC

XXV Upgradation of status code in Savings account at CPC-

SR Paths:
• Li_Account modification_Upgrade to Privilege Banking

• Li_Account modification_ Titanium account Upgrade request

• Li_ account modification_Wealth management account new or upgrade request

SR is received at CPC from Branches/Internet and Phone Banking team. CPC will do
scrutiny as per guidelines documented in different product circulars 10465/ 11516/ 9813/
9529 and upgrade the respective status code in system. In case of any discrepancy for
branch, the same will be reassigned. In case of internet banking, the SR will be closed
with rejection reason.

XXVI- Easy pro logic Processing

a) Cheque Books requests (Saving Account) received at RPC's from Drop Boxes
The cheque book process as easy pro logic will be as per the guidelines mentioned in
circular 10077.
The RPC user (at RMR) on receipt of cheque book issuance request update an account
number file (in cheque request slip sequence)
Note:- Barcode present on the request slip is captured through Barcode reader to update
the account number of the customer

Three steps are followed for processing cheque book request

1. Scrutiny (System checking)
2. Signature Verification
3. Issuance of cheque book

Scrutiny process through Easy Pro Logic :

The account number file is saved in .txt format. User shall copy the .txt file in WINSCP
software to a designated folder (defined by BIU / Operations team).

User shall login to SAS EBI application. Select the DWH authorization tab under cheque
book request link. A new screen will appear with two field i.e File name (.txt format) and
email id of the user.
Note:- The user will update his / her email address to get the output file.

User shall run the logic file. Once the process is completed the user shall get the output
on the email ID updated for the cheque book request .

The following fields with details are provided in the SAS out put file
1. Account Number
2. Customer Name
3. Customer Account Type : “Resident / NRI....”
4. Lien Marked - “Y/N”
5. Scheme code -
6. Constitution code - “R1/R2....”
7. Dormancy Status (Account level) - “Active/Inactive”
8. Balance flag – Debit balance if any / else it will be blank
9. Freeze status - “Freezed/Not Freezed”
10. Mode of Operation - “Single/Jointly/Either or Survival”
11. Less than 6 month - “Y/N”
12. Final flag “Process / Review / Rejected)

The output shall display three results “Process”, “Review” and “Rejected” through Easy
Pro Logic.

Easy Pro Logic

 if account is not in dormant/ inactive state, there is no debit balance, scheme code
is not -'30SBNRE','30SBNRO','30SKNRO','30SKNRE'- and Constitution Code is “R1”
then the final output is " Process Case"
 if the case is a "Process Case" and cust id is less than 6 months then the final out is
"Review Case". If the cust id is more than 6 months then the final out is "Process
Case"
 else it is a "Reject Case"

Cases under “Review” are the accounts which are less than six months old which needs
to be reviewed for address change if any and processed accordingly.
Note:- All the logic will be pre-entered in the system.

RPC user shall filtered the “Process” and “Review” output for signature verification. The
rejected cases shall be verified with the physical request as per current process.

Signature verification
Signature verification process will be carried out as per existing process.

Issuance of cheque book

Cheque book shall be issued as per existing process through ICIUPL option in I-core

The output file received from BIU server shall be printed and kept as a voucher with
maker signature.

The above mentioned process was pilot in RPC Hyderabad. The Easy Pro Logic shall be
applied to all RPCs. Also in future, the Easy Pro Logic may be explored for other processes
(An indicative list of such processes is given in Annexure – A2).

Note : Signature Checking for verification in various processes

Customer signatures checked by branches and confirmed on form by putting stamp and
signature need not be checked by RPC /CPC. If there is a(Signature verification stamp)
stamp CPC / RPC will not recheck the Signature of the customer

XXVII - INTEREST FLAG CHANGE PROCESS

Whenever any new SB accounts are being opened, the default interest flag in the system
is "Y". For Trust Accounts opened as Special Savings Accounts (SSA), interest flag is done
Y in account if TRUST submits following documents at the time of opening of account :-

• Annexure XVII as per circular 12138

• Latest Income Tax return
• Proof of Income Tax Exemption
• 12AA certificate
For Trusts account where these documents are not submitted, Interest flag is modified to
"N" in the system. However, at a later date if Trust submits above mentioned documents,
then the interest flag status is changed to "Y". There may be some other scenarios where
the interest flag is N due to an error at the time of opening the account/system issues.

As on date, RPC users do not have the rights to modify the interest flag in I-Core.
Therefore to handle such exceptional cases whenever any such request is received by
RPC's we propose to have a SR based process in FCRM where RPCs will need to raise a SR
on CPC for interest flag modification.

A mail from RPC head along with the RH approval attached in the mail needs to be sent to
CPC team
In case if the flag needs to be changed from “N” to “ Y” then RH approval would be
required
From September 02, 2013, for CPCS and AMLOCK check SR, RPC user shall enter the 12
digit account number in the " Account No." heading (column F), user employee Id in
the "account number" heading (Column A), and "RPC NAME" in column C of the file for
bulk SR creation.

Note:

1. The existing process of entering the customer details in 18 fields of SR will continue
for all joint holders
2. CPCS De Dedupe Process for NRI Customers refer circular 10302
3. Do not enter the barcode in the Account No. column
CPC user shall download the SR and prepare a single account number file in txt. format.
CPC user shall save the .txt file in RAPG folder of WINSCP software.

User shall login to SAS EBI application. Select the "Amlock CPC data Dump" link. A new
screen shall appear with two field i.e File name (.txt format) and email id of the user. User
shall enter the file name (same as one saved in RAPG folder) and update update his / her
email address to get the output file.

User shall run the logic file. Once the process is completed the user shall get the output
file (Amlock dump and CPC dump) on the email ID updated for the Amlock CPC data
Dump .
The following fields with customer details are provided in the Amlock dump and CPC
dump file.

LIABILITY
FIRST_NAME
MIDDLE_NAME
LAST_NAME
CUSTOMER_TYPE
DOB
ADDRESS1
ADDRESS2
ADDRESS3
CITY
ACCOUNT_NUMBER
PINCODE
PHONE1
PHONE2
LB
PAN_NBR

After the Amlock and CPCS dump is received from the BIU, CPC user shall follow the
existing process defined in circular 7852 and 12079for CPCS and Amlock check.

XXVIII. Account portability process (Refer Circular 7452)

Scrutiny process through Easy Pro Logic :

The account number and SR number file is saved in .txt format. User shall copy the .txt
file in WINSCP software to a designated folder (defined by BIU / Operations team).
User shall login to SAS EBI application. Select the SAS Stored Process Check box, write
transfer under Search field. Click on Account_Transfer_Request
link. A new screen will appear with two field i.e File name (as per .txt format file name)
and email id of the user.
Note:- The user will update his / her email address to get the output file.

User shall run the logic file. Once the process is completed the user shall get the output
on the email ID updated for the Account_Transfer_Request

BIU logic for the file:

Process - Finacle and FCRM SR cust ID is same, No dormancy , no lien, no freeze , active
a/c, no debit balance, other account in the same CUST ID is not in dormant, account is
domestic Saving account, Segmentation :-wealth account transfer to wealth branch,
normal account transfer normal branch no vice verse, Finacle and FCRM SR cust ID is
same

Review : I-direct account, Lien - yes, a/c less than 6 month

Reject : Any one of the above condition not followed in process

The following fields with the details are provided in the Account_Transfer_Request file.

SOURCE_ACCOUNT_NBR
SRNO
CLR_BAL_AMT
NRI_STATUS
CUST_CONST
UN_CLR_BAL_AMT
SOURCE_PARTY_ID
CUST_NAME
LIEN_AMT
DORMANCY_STATUS
FREEZE_STATUS
ACCNT_BAL
ACCOUNT_OPEN_DATE
LESS_THAN_6_MON_FLAG
SOLID
FCRM_CUSTID
PRESENT_BASE_BRANCH
BRANCH_TO_BE_TRANSFERRED
FINAL_FLG ---- Process / Review / Reject
Cases under “Review” are the accounts which are less than six months old / having Idirect
account / which needs to be reviewed for account portability if any and processed
accordingly.
Note:- All the logic will be pre-entered in the system.
RPC user shall filtered the “Process” and “Review” output for signature verification. The
rejected cases shall be verified with the physical request as per manual process.

Signature verification
Manually check the customer signature in I-core. Post signature matching, the maker
checker process for account portability in I-core to be followed.

Important :
1) For customer induced portability cases, cheque book is not to be issued.
2) Account Portability request raised by the customer through different channels like
Internet banking, Phone Banking and Branch banking team are received by CPC team.

CPC team will not do any scrutiny for :

1) Wealth to non wealth / non wealth to wealth transfer.
2) Account is linked with I-direct facility (I-direct account).
3) Address change for a/c less than 6 month.

XXIX. Addition of Power of Attorney / Mandate Holder in Saving Bank

account

Request letter and documents to be obtained as per 9574 alongwith the mandateholder
Photograph.
Branch will raise the SR under LI _ A/c modification _ Account Servicing_POA/Mandate
Holder addition.
RPC will carry out the scrutiny and scan the photo along with mandate holder signature in
I-Core.

Annexure - A1
GLOSSARY

Acronym Explanation
RPC Regional Processing Center
BIU Business Intelligent Unit
CA Current Account
CPC Central Processing Center
DWH Data Ware House
PAN Permanent Account Number
SB Savings Bank Account
SAS Statistical Analysis System
STP Straight Through Process
TAT Turn Around Time
SM Sales Manager
CFR Critical Field Report
DNC Do not Call
DNS Do not Share
GBG Government Banking Group
EEFC Exchange Earner's Foreign Currency
TBMS Transaction Banking Management System
DBM Deputy Branch Manager
PB Privilege Banking
DPC Data Processing Centre
EMD Earnest Money Deposit
MOD Memorandum of Deposit
RPC Regional Processing Centre
BIU Business Intelligent Unit
CPC Central Processing Centre
CPCS Credit Performance Check System
CBTG Core Business Technology Group
DPC Data Processing Centre
ABH After Business Hours
CSBB Customer Service Branch Banking
DD Demand Draft
BOD Beginning of Day
EOD End of Day
ICR Intelligent Character Recognition
TOD Temporary Over Draft
OD Over Draft Account
DL Demand Loan Account
DB Direct Banking
Acronym Explanation
FCRM Finacle Customer Relationship Management
SB Savings Bank Account
LOF List of Forms
PAN Permanent Account Number

Annexure - A2

Unit Name Departme Request Type Validations to be checked

nt
RPC (Resident AOT Cheque Book *Account Status -
Account) Request *Inactive/Dormant
*Debit Balance
*Scheme code
*Freeze status
*Mode of operation
*I Direct facility
RPC (Resident AOT Account *Account Status
Account) Portability *Dormancy
*Debit Balance
*Lien
*Account opening date
*Address change
*Transactions
RPC (Resident AOT Web Trade *Account status
Account) * Debit balance
* Lien
* Linked FDs
* Account freeze
* Mode of operation
* Existing I direct facility
* Constitution code
RPC (Resident AOT Name Change Scheme code
Account) request Dormancy status
*Debit balance
*Freeze status
*Lien
*I direct facility
*Dormancy
RPC (Resident AOT Status Code Logic applied is same as applicable
Account) Change, Locker, in the above listed
Signature
Change,
RPC (Resident Transaction FD/RD Opening *NRI status
Account) s *Location code
*Mode of operation
*Sol ID
 Unit Name Departme Request Type Validations to be checked
nt
*Freeze
*Effective Balance
*Available Balance
*Status
CLOG Transaction Bankway *Bankaway Cust ID
s Address *Corporate ID
updation for *User ID
corporate clients *Corporate Name
*Corporate Address
CLOG Transaction 3 in 1 Account *Checking of Name
s opening

CLOG Transaction Insta credit card *Name check

s cancellation *Account status
*Lien/ Freeze
CLOG Transaction Secured credit *Joint account
s card application *NRI / HUF
*Account status
*Auto renewal
CLOG Transaction Re issue of *Menu profile
s Password *EBOR Account
*Last login date,
*User id
*Address
*PIN
CLOG Transaction RTO Bulk *User id
s Disabling

CLOG Transaction Demat A/c *A/c status

s closure *Holdings
*Outstanding
*Provisional charges
*NPA
*Defaulter

Section – II – Current Account Opening and Servicing :

Current accounts for customers of Wholesale Banking group (WBG), Retail Liability Group
(RLG) and Rural, Micro-Banking & Agri-business Group (RMAG) are opened centrally by
CLOG-COPS. The account opening forms in image form or in physical form (non-scanner
branches) are sent by the Solution Managers (SM) to COPS (CLOG) / Regional Processing
Center (RPC – DROG). The application forms are scrutinized in accordance with the process
laid down in KYC guidelines vide circular No.1187311873 for forms sourced by WBG, RLG
and RMAG. For current account product details and value added service, circular SEG-
Products-29/Aug 01, 2012/Cir.No.11806 Master Circular on Current Account Products
including Value Added Services is to be followed.

The application forms are serially numbered and bar coded. The form serial number is of
11 digit for eg. 34000540807 and it has the following logic:

340 - First three digit represents the product code.

00540807 - The last eight digits represent the running serial number.

The following current account products are processed at CLOG COPS:

Product Enabled on
Roaming Current A/c. Omniflow
Corporate Current A/c. Omniflow/Inwarding tracker

Omniflow is a work flow based system for routing, scrutinising and opening of liability
accounts. The SM /JO originates the case in Omniflow and the entire audit trail for the case
from initiation till closure of the case is available in system. The application form flows in
image format through Omniflow and there is no need to take printout of the scanned
images. EEFC forms, Cash credit, ESCROW, Bank A/c, Project Office, Branch office, liaison
office & WBG cases will be routed through Omniflow (inwarding tracker) and opened
manually.

The bar coding of form ensures that the same form cannot be scanned more than once
for different account opening request. Omnidocs is used only for transmission of images,
whereby the documents are scanned by / ROG / Mega Branches to CLOG COPS.

Steps involved in opening of current account is as follows:

1.1 Inwarding and pre-processing of Account Opening Forms (AOF) through two models:

1. Model A - Account Opening Process for RLG - For forms sourced by Retail liability Group,
the account opening forms in image form or in physical form (non-scanner branches) are
sent by the Solution Managers (SM) to Regional Processing Center (RPC – DROG) post
inwarding in system for scrutiny and account activation by CPC.

2. Model B - Account Opening Process for WBG RMAG, CBG and GBG. There are 2
scenarios where forms are sourced : a) Forms received through Mega Branch Process and
Scenario 2 : Forms received through RPCs

1.2 Account Opening

a. Monitoring of lodgement and realization of KYC cheque

b. Updation of Schedule of charges in TBMS for Made to order (M2O) accounts

1.3 Monitoring receipt of original forms at CLOG COPS for centralized storage.

Scope of products and customer base

Sl. Business Group/Business Type & Constitution

No.
1 RMAGINDIVIDUAL - A1, PARTNERSHIP – A2 ,PRIVATE LTD - A3
PUBLIC LTD – A4, TRUST – A5, ASOCIATION – A6,
CLUB – A7, OTHERS – A8, OTHERS – A9, SOLE PROPRIETORSHIP – A10, HUF –
A11, SOCIETY – A12, LIMTIED LIABILITY PARTNERSHIP A2

2 SEGINDIVIDUAL – E1, PARTNERSHIP – E2, PRIVATE LTD- E3,

PUBLIC LTD – E4, TRUST – E5, ASOCIATION – E6,
CLUB – E7, OTHERS – E8, OTHERS – E9,
SOLE PROPRIETORSHIP – E10, HUF- E11, SOCIETY – E12, LIMITED LIABILITY
PARTNERSHIP E2

3 GBGPUBLIC LTD – G4, OTHERS – G8, LIMITED LIABILITY PARTNERSHIP – G2

4 CBGINDIVIDUAL – C1, PARTNERSHIP – C2, PRIVATE LTD - C3

PUBLIC LTD – C4, TRUST – C5, ASOCIATION- C6
CLUB – C7, OTHERS – C8, OTHERS - C9
SOLE PROPRIETORSHIP -C10, HUF – C11, SOCIETY – C12, LIMITED LIABILITY
PARTNERSHIP C2

5 SMEG INDIVIDUAL – J1, PARTNERSHIP – J2, PRIVATE LTD - J3

PUBLIC LTD – J4, TRUST – J5, ASOCIATION- J6
CLUB – J7, OTHERS – J8, OTHERS - J9
SOLE PROPRIETORSHIP -J10, HUF – J11, SOCIETY – J12 Limited liability
Partnership J2
6 INDIVIDUAL – K1, PARTNERSHIP – K2, PRIVATE LTD - K3
PUBLIC LTD – K4, TRUST – K5, ASOCIATION- K6
CLUB – K7, OTHERS – K8, OTHERS - K9
SOLE PROPRIETORSHIP -K10, HUF – K11, SOCIETY – K12 Limited liability
Partnership K2

Current Account Opening Processes : Following processes are covered in the note

 Inwarding and Pre-Processing of AOFs

 Account Opening Process
 Omniflow
 Negative List Checking
 Account Opening Cheque Lodgement and Monitoring
 Tracking Receipt of Original Forms
 Process of Verifying Original AOFs with Images
 Updation of Schedule of Charges in TBMS software for M2O account
 SR raised on RPC for Account Opening Clarification
 Vendor Process
 Account Servicing
1. Change in Customer Name or Change in the Title of the account
1. Change in Address
1. Signature(s)/Signatory(ies) modifications, additions and deletions
1. Migration of Accounts
1. Current account closure
1. Constitution code updation
1. IEC updation
1. Restricted Access Cheque-Book Flag
1. Process for Transfer of Current Accounts
10. Process for Storage and Retrieval of AOF
11. Cheque Book Flag
11. Processing Account Servicing request received in Vernacular Languages
11. Lien / Freeze Removal Process

1. Current Account Opening Process

1.1 Model A - Inwarding and pre-processing of Account Opening Forms (AOF) for RLG:
RLG sources the AOF and routes the document through Regional Processing Centres
(DROG) . The process at ROG is further classified as below

i.Scrutiny

ii.Screening or Sampling
 iiiv.Scanning

Model A:
This model is applicable for all current accounts sourced by RLG which are routed through
Omniflow or Omnidocs system.
Omniflow:

(A) SM / JO Inwards the forms in Omniflow. The following mandatory details needs to be
entered at the inwarding stage:

1. Originating Branch code (i.e. branch from where the AOF’s is being sent)

2. Destination Branch code (i.e. branch where the account needs to be opened)

3. Bar Code of the AOF

4. Customer Name as per the AOF

5. Self Drawn Cheque Details (Cheque No., Cheque Amount and Drawee Bank). If Drawee
Bank is ICICI Bank, then the account number on which the cheque has been drawn needs
to be mentioned.

6. SM Employee Number

 After inwarding the Physical form is handed over to Regional processing center.

 Branches mapped to DROG participate in the same clearing zone, the AOF set
along with the physical cheque is sent to DROG by SM.

 Branches mapped to DROG do not participate in the same clearing zone, the AOF
set is sent to DROG. Physical cheque will be presented by Branches while sending
the forms to RPC for account opening.

 SM / JO mentions the account title, account number, whether KYC or AOC cheque,
bar code number, originating SOL ID, SM / JO employee name & number on the
back side of the cheque, account number (post account opening).

(B) DROG checks and validates the details entered by the SM/JO in Omniflow and enters
the balance details like:

 Customer Status / type - Nature of the product availed

 Constitution Code- Individual, Sole Proprietors, Partnership Firm, Company, Trust,
etc.
 Lead Generator Code
 Lead Fulfiller Code- The codes set-up by RLG to identify who has Sourced the
 account.
 Acquisition Code
 Customer Address
 Phone No. / Mobile No
 Details of Cheques

(C) DROG does complete KYC scrutiny as per circular no. 11872 and 11873 for
constitutions which are migrated to DROG and checks if Key observation sheet is
attached. All accepted cases are given to FPCG (Fraud Prevention and Control Group
earlier known as Risk Containment Unit (RCU) ) for further screening. In respect of
customer falling under other constitution which are not migrated for scrutiny, the cases
are given to FPCG, prior to scrutiny as the scrutiny of these cases are done at CLOG
COPS. Since FPCG check can be done only at local level it is done prior to scanning of
forms to CLOG COPS.

(D) RPC needs to check the Application form vis-a-vis the Supporting documents. If there
is a mismatch of any nature or the documents are not as per prescribed format of Legal,
the same needs to be rectified prior to scanning the case. Post the case is received by
COPS Channels for CIB related updations, COPS Channels will only check the AOF with the
data entry made by the vendor in Infopool. In case of any document related queries or
mismatch at Channels, the same would be forwarded to RPC for clarity. Vendor does the
updations based on the DVU flag updated by the RPC. In case the DVU flag is selected as
'NO' by RPC, the vendor will not be able to update all the fields related to the flag which is
updated as NO. COPS Channels will not make any changes to the data entry done by the
vendor (unless its a data error) RPC to make sure that the DVU flag selected is correct
and as per the grid provided by the CIB team. RPC to provide details to COPS CHANNELS
for necessary changes on e-mail.

Product wise list of Circulars to be followed while doing scrutiny

 Normal Current Accounts - (Public/Private/Sole Prop./Individual/Banks) - Revised
KYC Guidelines for Current Accounts - RLG-Sales-124/Feb 24, 2012/Cir.No.11872
and RLG-Sales-125/Feb 25, 2012/Cir.No.11873

 Offshore Banking Unit (OBU) - Current Account In Foreign Currency With IBG-OBU
SEEPZ Branch - IBG-OBU-9/May 26, 2008/Cir.No.9189

 Earners Exchange Foreigners Currency (EEFC)- Exchange Earners' Foreign

Currency (EEFC) Account opening - Secretarial-23/Jan 12, 2006/Cir.No.2123 and
RLG-Sales-125/Feb 25, 2012/Cir.No.11873

 Trust , Association,Society & Club(TASC) accounts. (SEG & other) - Master KYC
Circular on Trust, Association,Society & Club(TASC) accounts - RLG-Sales-125/Feb
 25, 2012/Cir.No.11873 / RFIG-20/Mar 09, 2012/Cir.No.9674

 FCRA Accounts -Master Circular on KYC FOREIGN CONTRIBUTION (REGULATIONS)

ACT - RFIG-20/Mar 09, 2012/Cir.No.9674 / RFIG-26/Sep 07, 2012/Cir.No.10060

 Diamond Dollar Account - Guidelines for Diamond dollar Account opening Retail
Liability Group-Current Account Products-1/Nov 13, 2009/Cir.No.7275

 Issuance & Redemption of Certificate of Deposit at Mega Branches - ProTech G-

152/Jun 11, 2007/Cir.No.3894

 Escrow Account Opening and Operation Process -Guidelines for Escrow Account
Opening and Operation Process -Cir.No. 11384

 Banking Services for Diplomatic Missions/personnel - Guidelines for opening

Accounts for Diplomatic Missions/personnel RCLG-PRODUCT-65/May 10,
2010/Cir.No.7780

 Special Foreign Currency Account for Overseas Tour Operators (OTO) Guidelines for
Special Foreign Currency Account for Overseas Tour Operators (OTO) Secretarial-
14/Feb 14, 2006/Cir.No.2034, BBG - ETRG-3/Nov 19, 2012/Cir.No.10221

 RTGS Collections through Pooling & SI Guidelines for opening multiple current sub
accounts TBG-9/Aug 19, 2008/Cir.No.5937

 LACR - Current Account for Loan against card receivable Guidelines Account
opening – LACR SEG-SLG-1/Jan 01, 2008/Cir.No.5039

 Scrutiny of EEFC accounts Guidelines opening Account - EEFC Secretarial-

23/Jan 12, 2006/Cir.No.2123
 BCP Clearing Bank Accounts The circular elaborates on the detailed process to be
followed for BCP Clearing House as per PAC approval dated 12th December, 2008
RLOG-118/Aug 20, 2013/Cir.No.10767

 Scrutiny of Vostro Accounts Revised Anti Money Laundering (AML) procedures

relating to Know Your Customer (KYC) Guidelines for International Correspondent
Banking. This note however only covers the KYC aspect of Nostro/Vostro/ Credit and
BKE relationships IBG-IFIG-7/Dec 15, 2011/Cir.No.9289

 Scrutiny of Overseas Tour Operator's Account Guidelines for scrutiny and

opening of current accounts for Overseas Tour Operators BBG - ETRG-3/Nov 19,
2012/Cir.No.10221

 Bank's NOC for current account opening - SEG-Products-31/Jan 12,

2013/Cir.No.12110

Scrutinizer checks the PAN number mentioned on the account opening form on line with
the PAN details hosted by Income Tax authority on its website.
In case PAN is not available, Form 49A to be taken where applicant has
applied for PAN.

For cases where Form 49A has been obtained, CPC team to raise SR -"
IR_LIABILITIES_Status of Form 49 A " on the RPC for tracking of the same. On a
daily basis, data of Current account opened on T+2 days are obtained from
BIU team. Accounts which are opened by Asset/Branches, SR will not be raised for
this accounts.

After 30 days, the SR raised by CPC moves to RPC tray, RPC to check whether the
PAN is allotted to the particular Account or not. If yes, then RPC will update the PAN
in Icore and close SR successfully. If not then RPC will send the letter to the
customer with 30 days notice period to provide the PAN at the branch for updation
and if not submitted the account would get closed as per Bank Induced closure
process

Post sending letter, RPC shall assign the SR to the particular BRANCH for two
weeks.

Branch to check with the customer for the PAN details and update the same in I-
core and mention the remarks in the notes and step close the SR to CLOG COPS.
For PAN not obtained from the customer, Branch will update the remarks in the SR
and assign the SR to CLOG COPS for Bank Induced closure process.

On receipt of the SR, CPC team will check the PAN updated in Icore and close the
SR

In case, the PAN is not provided CPC would follow the Bank induced closure
process

Also Business team is developing the MIS with the help of BIU and same will be
part of branch compliance tracker. This MIS will help Branches and Business in
monitoring if any current account is opened and PAN is not updated even after 45
days of activation.

In case of Trade Roaming Current Account (TRCA), where forms are

received without the Import Export Code (IEC):

Following process is to be followed at RPC, post activation of the account.

On receipt of TRCA Account opening request, RPC to raise SR for tracking of the
 same on T + 2 day post account activation. This SR would be assigned to
"RLO_SMS_PROJECT" for 4 weeks.

On completion of TAT of 4 weeks , SR would be auto assigned to RPC's tray.

RPC to check whether IEC Code has been allocated (TAT 1 day).

In case IEC Code is allocated, RPC to do necessary updation and close the
SR.

In case IEC Code is not allocated , RPC to send notice to customer to submit
the IEC Code and step close the SR
On step completion this SR would be auto assigned to "BRANCHES".
Branch to check whether IEC Code has been allocated else contact
the customer for updation

In case IEC Code is allocated, BRANCHES to update the IEC Code as per set
process and step close the SR

In case IEC Code is not allocated , BRANCHES to update the reason for non
updation in SR and step close the SR

On step completion, this SR would be auto assigned to "CPC" for below two actions

CPC to check if the IEC is updated in Finacle , if yes, CPC to close the SR with
comments " IEC updated " and if no, CPC to re-assign the SR to the branch
to update the IEC.
CPC to check reason for non-updation of IEC and close the account and the
SR with SR comments "Account closed".

In respect of rejected cases of constitutions which are migrated to DROG, DROG updates
the rejection reasons in Omniflow and in the inwarding tracker. In respect of other
constitution, CLOG-COPS updates the rejection reasons in the Inward Tracker. The original
AOF set are then sent to SM / Branch for additional documents / rectification In respect of
rejected cases of RLG (E,Q, A, J,K) constitution, for the scrutiny done at DROG.

Status of Migration of following RLG constitutions (E, Q , A,J & K to RPC

Constitutions: 1, 2, 3, 4, 5, 6, 7, 10, 11 and 12 have been migrated to all RPC.

Constitution 8 is processed by CPC. Cust id creation for FD purpose is scrutinised and
created at RPC itself (For customer other than CBG,GBG & Bank). Constitutions J and K
have been included in Omniflow

On rejection of cases falling under the constitution which are scrutinised by CLOG COPS, if
any additional documents are attached then FPCG check needs to be done at DROG
Location. The additional documents checked by FPCG should be affixed with screened or
sampled stamp.
FPCG screens all the forms and selects a sample for further investigation and submits
their report. The form checked by FPCG is affixed with screened or sampled stamp.
(A1) Omniflow : In Omniflow current accounts FPCG process has been introduced in
workflow which is as given below :
FPCG Status Infopool Process
Positive All the forms are scanned by DROG
to CLOG COPS. If the customer
belongs to constitutions which are
migrated to DROG, the form is
scanned for account opening. If the
customer belongs to any other
constitution, CLOG COPS scrutinize
the form and only accepted cases
are processed for opening of the
account.
Referred to DROG intimates SM / JO via email to
Business obtain Cluster Branch manager
(CBM) approval for processing the
form. On receipt of the approval the
form is scanned for opening the
account. In case of customer in
constitution which are not migrated,
the FPCG report and the CBM
approval is scanned to CLOG - COPS,
along with the AOF set.
Document If the FPCG team updated FPCG
Declined / Profile status as Negative fraud in infopool
Declined then the case would be
automatically closed in infopool For
RLG Clients profile decline /
document decline by FPCG,
RH/ZH/SBH in the grade of CMII and
above) can give approval for
account opening based on due
diligence done (for channel
involvement / induced cases)
Omniflow Process
All the forms are scanned
by DROG to CLOG COPS. If
the customer belongs to
constitutions which are
migrated to DROG, the
form is scanned for account
opening. If the customer
belongs to any other
constitution, CLOG COPS
scrutinize the form and
only accepted cases are
processed for opening of
the account.
a. If the cases are referred
to Business the case will
flow to Approval 1 tray for
processing, and post
released of this cases from
Approval 1 Tray, it will flow
to DVU Sampled Released
for further processing to
Scanning Group.
b. If the cases are rejected
by approval the case status
will move to RPC Account
Closure Queue (Discard)
a. If the cases are
Document declined or
profile decline, the case will
flow to Approval 1 tray
(CBM) and then to Approval
2 Tray (RH) for processing,
and post released of this
cases from Approvers Tray,
it will flow to DVU Sampled
Released for further
processing to Scanning
Group
 b. If the cases are rejected
by approvers the case
status will move to RPC
Account Closure Queue
(Discard)

i. All accepted cases passing FPCG and KYC scrutiny for cases which are scrutinised
at DROG are scanned to CLOG-COPS for opening of the account. In respect of other
constitutions, DROG scans the documents directly to CLOG-COPS without scrutiny.
These cases are scrutinized by CLOG-COPS.

ii. The process of opening the current account through Infopool is explained at 1.2
Account Opening Process.

iii. For cases which are not approved by RHS /CBM / RHBB/ ZH, accounts will not be
opened. The maker at RPC sends an intimation letter to the customer and process
as per circular RCLG-929/Jul 28, 2006/Cir.No.2678 is followed. .The case will flow to
the RPC Case Closure Queue.

Model B :

This model is applicable for all current accounts sourced by WBG and RMAG using
omniflow

Omniflow System:

SM / JO sources the AOF. SM / JO mentions the account title, account number, whether
KYC or AOC cheque, bar code number, originating SOL ID, SM / JO employee name &
number on the back side of the cheque, account number (post account opening).

The SM / JO inwards the following details in Omniflow

a) Originating Branch code (i.e. branch from where the AOF is getting scanned)

b) Destination Branch code (i.e. branch where the account needs to be opened)
c) Bar Code of the AOF

d) Customer name as per the AOF

e) Self Drawn Cheque Details (Cheque number, amount, and Drawee Bank). If Drawee
Bank is ICICI Bank, then the account number on which the cheque has been drawn needs
to be mentioned.

f) SM Employee Number

DROG scans the documents over Omniflow for scrutiny and the documents are in the
custody of the DROG.

DROG checks and validates the details entered by the branches and enters the remaining
like:

a) Customer Status / type - Nature of the product availed

b) Constitution Codes - Individual, Sole Proprietors, Partnership Firm, Company,Trust,etc.

c) Lead Generator Code

d) Lead Fulfiller Code

e) Acquisition Code

f) Customer Address

g) Phone No. / Mobile No.

h) Whether self drawn cheques is KYC cheque

i) Customer account no for IKIT cases

The cases are scrutinised at CLOG - COPS as per circular no. RLG-Sales-124/Feb 24,
2012/Cir.No.11872 and RLG-Sales-125/Feb 25, 2012/Cir.No.11873

The accounts for accepted cases are processes for account opening and the process is
explained at 1.2 Account Opening Process. In case of rejected cases , the reasons are
updated in Infopool.

Application forms received through Omniflow ( Inwarding tracker) :

The forms request for opening cash credit account,EEFC, Escrow, Dividend account,
Branch / Project /Liaison account and customer ID ( Other than FD) is scanned over
omniflow by DROG (RPC)/ Mega Branches.
Branches/RPC source the AOF and inward the details in Omniflow for current
accounts.

a) Originating Branch code (i.e. branch from where the AOFs are scanned)

b) Destination Branch code (i.e. branch where the account needs to be opened)

c) Bar Code of the AOF

d) Customer Name as per the AOF

e) Self Drawn Cheque Details (Cheque No.(Cheque No., Cheque Amount and Drawee
Bank). If Drawee Bank is ICICI Bank, then account number on which when the cheque has
been drawn needs to be mentioned.

f) SM Employee Number

g) Product type (i.e RCA/ M2O/ Trade RCA)

h) Business group and Business type (SEG Merchant accounts, RMAG and WBG)

i) Lead Generator Code, Lead Fulfiller Code & Acquisition Code: The codes set-up by RLG
to identify who has sourced the account

The Escrow, Dividend, Bank account, Branch, project, Liaison Account, Cust Id (other than
FD) forms are scrutinised by CLOG-COPS, Balance forms are scrutinised at RPC &
Accepted form are forwarded to CLOG-COPS. CLOG COPS post acceptance opens the
account / Cust ID manually. In case of rejected cases, the reasons are updated in Inward
Tracker system.

The accounts for accepted cases are opened in Finacle and the process is explained at 1.2
Account Opening Process.

WBG account Opening (Manual)

Branches/RPC source the AOF and inward the details in Omniflow for current accounts.

The case moves as per the workflow defined in Omniflow (Inwarding tracker) for A/C
activation & signature updation in I core.

For accounts opened with Form 49 A instead of PAN, CPC AOT team raises an SR on CPC.
Please follow the process documented for tracking for Form 49A as defined in Circular..

The authorized signatories & beneficial owners details as mentioned in the Bridger
information sheet has to be screened in AMLOCK/CPCS/CIBIL.
Note: There are scenarios where RPC are unable to open the account in Omniflow (Wrong
inwarding,technical issue, scanning error ,same cust id, BCP clearing), the cases are
scrutinized and forward to CPC for manual activation as per process at CPC. RH to make
sure that the manual activation cases should not be processed at RPC.

RCU stamp is not applicable for the WBG client.

SME(CLB) accounts are activated manually under GL code 05050 & Scheme code Cagen,
BCP clearing A/c's are also activated manually

Applications received through Omniflow:

The forms are used for opening cash credit account, and customer ID for other than Fixed
deposit is scanned over Omnidocs by the Mega Branches / DROG / LOPS.

Branches/RPC source the AOF and inward the details in Omniflow for current
accounts.

a) Originating Branch code (i.e. branch from where the AOF is scanned)

b) Destination Branch code (i.e. branch where the account needs to be opened)

c) Bar Code of the AOF

d) Customer name as per the AOF

e) Self Drawn Cheque Details (Cheque number, amount, and Drawee Bank). If Drawee
Bank is ICICI Bank, then account number on which the cheque has been drawn needs to
be mentioned.,

f) SM Employee Number

g) Product type (i.e. RCA/ M2O/ Trade RCA)

h) Business group and Business type (SEG Merchant a/c’s, RMAG and WBG)

i) Lead Generator Code

j) Lead Fulfiller Code

k) Acquisition Code

Cash Credit account, EEFC & Cust Id for FD accounts pertaining to SEG and accounts that
needs to be opened under existing cust id is scrutinised by DROG & only manual account
opening is done by COPS balance request are scrutinised by CLOG COPS and the
accepted cases are processed for account opening.

In respect of rejected cases, the reasons are updated in Inward Tracker and an auto email
giving details of the rejection reason is sent to the Solution Manager. The Solution
Manager after complying rejections as per the KYC norms re-scans the cases back for
scrutiny.

The accounts are opened in Finacle and the process is explained at 1.2 Account Opening
Process.

For account opened through Omniflow(inwarding tracker) manually by CPC, the team
shall raise SR on CIB team giving the details of the account activated manually at their
end. CIB team will check the details of the account in Inwarding tracker and process the
CIB request.

1.2 Account Opening Process:

(A) Omniflow : Omniflow system has been introduced for processing of current accounts
in place of Corporate Infopool. Omniflow has better features and options than Corporate
Infopool. Omniflow has some key features which are enhancements over Corporate
Infopool workflow. These features / enhancements are as given below :

 Multiple accounts dedupe and CPCS check are in built in the system.

 Segmentation is enabled i.e. the account opening cases are visible segment wise.

 FPCG process is now part of account opening workflow. FPCG process was not part
of infopool account opening workflow.

Details of various work queues in Omniflow is given in the table below :

Sr No Process Step Infopool Sr No Process Omniflow

Step
i Inwarding SM or the i Case SM or the branches as
branches as Initiation explained at Model A
explained at and Model B initiate
Model A and the inwarding process.
Model B initiate On inwarding a case
the inwarding ID is generated, which
process. On is a unique number.
inwarding a case All the reconciliation
ID is generated, and tracking of the
 which is a forms in Omniflow is
unique number. based on the case ID.
All the
reconciliation
and tracking of
the forms in
Corporate
Infopool is based
on the case ID.
ii. Case User release the case
Dispatch from this queue.
iii Eye- In this queue, user
balling / check for the positive
Sales and negative
Manager matches. On the
number of matches
found, case moves as
follows:
a. 1 match found,
case will move to
branch manager's
queue for approval
and release.
b. 2 to 3 match found,
case will go to cluster
branch manager's
queue for approval
and release.
c. 4 match found, RH
will approve and
release case
d. 5 match found, ZH
will approve and
release case
e. More than 5 match
found case will move
to AMLCO for approval
f. No match found,
case will move to RPC
for further process.
ii. Inwarding DROG validates iv RPC Case In this queue, RPC
Checker the fields Data user enters the details
entered by the Entry related to KYC cheque
SM or the number, bank name
branches and amount.
iii RPC1 Queue Once the case v DVU KYC Once the case has
has been Check been inwarded in RPC
inwarded , case case data Entry, case
moves to RPC1 moves to DVU KYC
Queue, Check Queue,
 scrutiniser would scrutiniser would
accept or reject accept or reject the
the case post case post DVU. Reject
DVU. cases will move to
DVU KYC checker
rejection
vi DVUChk After DVU, user will
Batch release the case from
Release this queue.
vii Form After checking all the
Transit details for
Queue correctness, user will
release the case.
viii FPCG On the basis of report
Sample or from concern team,
Screen RPC user will sample
or screen the case. If
the case is sample, it
will go to the branch
for clarification. If case
is screen, it will move
to the next queue.

iv Scanning Group After Scrutiny ix CA After FPCG the

the Account Scanning Account opening form
opening form Queue and documents are
and documents scanned in
are scanned in OmniScan. At the
Infopool. At the time of scanning, it
time of validates whether the
scanning, it bar code mentioned
validates on the form tallies
whether the bar with the bar code
code mentioned inwarded for the case.
on the form On completion of
tallies with the scanning of
bar code documents for a case,
inwarded for the the documents are
case. On exported into the
completion of folders as follows:
scanning of
documents for a
case, the
documents are
exported into
the folders as
follows:
(A) Account (A) Account Opening
Opening Form Form folder - for six
folder - for six pages of AOF , Bridger
 pages of AOF , Information sheet &
Bridger Nomination form,Key
Information Observation sheet,
sheet & FATCA annexure
Nomination (B) Other documents
form. folder - all the other
(B) Other supporting documents
documents given with the AOF
folder - all the like entity proof,
other supporting identity proof, self
documents drawn cheque, etc.
given with the needs to be scanned
AOF like entity in this docket.
proof, identity
proof, self drawn
cheque, etc.
needs to be
scanned in this
docket.
v Vendor Dispatch All accepted x Vendor All accepted cases in
cases in Dispatch Scrutiniser at DROG
Scrutiniser at will flow for data entry
DROG will flow at the Vendor, which
for data entry at is outsourced. The
the Vendor, cases are dispatched
which is to Vendor in a batch
outsourced. The size of up to 15 forms
cases are per batch. The data
dispatched to flows via SFTP leased
Vendor in a line to Vendor. Only
batch size of up the scanned image of
to 10 forms per account opening form
batch. The data is sent to Vendor and
flows via leased the specimen
line to Vendor. signature portion of
Only the the form is blackened
scanned image at vendor.
of account
opening form is
sent to Vendor
and the
specimen
signature
portion of the
form is
blackened at
vendor.
vi Dispatch of The image is xi Dispatch The image is sent
images to sent over leased of images overSFTP to the Bank
vendor line to the Bank to vendor PC located in the
PC located in the vendors place. The
 vendors place. images are copied to
The images are a CD and uploaded to
copied to a CD the vendors system
and uploaded to for data entry. The
the vendors data entry is done
system for data through the maker-
entry. The data checker route and
entry is done then the output txt.
through the file is generated. All
maker-checker the data entered by
route and then the vendor is mapped
the output txt. to the bar code of the
file is generated. form.
All the data
entered by the
vendor is
mapped to the
bar code of the
form.
vii RECON 1 This queue xii RECON 1 This queue provides
provides us the us the number of
number of cases cases pending for
pending for data data entry at the
entry at the vendor. On uploading
vendor. On of the data by the
uploading of the vendor, it reconciles
data by the the cases based on
vendor, it barcode and the
reconciles the reconciled cases
cases based on moves to the file
barcode and the dispatch queue.
reconciled cases
moves to the file
dispatch queue.
viii Vendor The data entry xiii Vendor The data entry done
Helpdesk done by the Helpdesk by the vendor is
vendor is based based on images of
on images of the the application form.
application form. Sometimes the
Sometimes the images may not be
images may not clear and hence there
be clear and is a provision for
hence there is a electronic error
provision for tagging, whereby
electronic error vendor mentions the
tagging, relevant data points
whereby vendor which have not been
mentions the populated by them at
relevant data barcode level. Such
points which files on upload in
have not been Omniflow sytsem
 populated by moves to a separate
them at barcode queue, viz. Vendor
level. Such files Helpdesk. CLOG -
on upload to COPS checks the data
Corporate for such cases and
Infopool system, makes the necessary
moves to a corrections. The case
separate queue, then moves to file
viz. Vendor dispatch queue.
Helpdesk. CLOG
- COPS checks
the data for
such cases and
makes the
necessary
corrections. The
case then moves
to file dispatch
queue.
ix File Dispatch This queue is xiv File This queue is used for
used for Dispatch dispatching all the
dispatching all cases for account
the cases for opening from
account opening Omniflow to Finacle.
from Infopool to When the files are
Finacle. When being uploaded to
the files are finacle,
being uploaded
to finacle, the
relevant batches
are locked by
the user
uploading the
files in finacle.
This would
prevent another
user picking up
the same file for
upload
erroneously.
x RECON 2 During the file xv RECON 2 During the file upload,
upload, all cases all cases move to
move to Recon 2 Recon 2 queue. The
queue. The case case resides in this
resides in this queue till the return
queue till the file from Finacle is
return file from generated. On
Finacle is successful upload,
generated. On Finacle gives a return
successful file, consisting of the
upload, Finacle account number and
 gives a return customer ID which is
file, consisting of attached to the case
the account ID. The case then
number and flows to CFR ,
customer ID Signature maker and
which is Channels Checker
attached to the queue.
case ID. The
case then flows
to CFR ,
Signature maker
and Channels
Checker queue.
xi Finacle Help- In case a file xvi Finacle In case a file does not
Desk does not get Help-Desk get uploaded due to
uploaded due to time-out or any other
time-out or any issues, the failed
other issues, the cases reside in this
failed cases queue. The cases are
reside in this checked and then
queue. The again released from
cases are the queue for
checked and uploading the same to
then again Finacle.
released from
the queue for
uploading the
same to Finacle.
Once the Once the account is
account is opened, the case flow
opened, the to CFR queue and
case flow to CFR fields entered by the
queue and fields vendor is cross-
entered by the checked with the
vendor is cross- images in Omniflow.
checked with the The fields checked are
images in Customer status, Joint
Infopool. The applicant name, Date
fields checked of Birth, Customer title
are Customer name, PAN No.,
status, Joint Address details,
applicant name, Nominee details,
Date of Birth, Cheque book type,
Customer title Constitution code ,
name, PAN No.,
Address details, (CHARGE CODE
Nominee details, TITLE NAME
Cheque book NOMINATION DETAILS
type, COMMUNICATION
Constitution ADDRESS
code etc. IMPORT AND EXPORT
 CODE
PAN NUMBER
CHEQUE-BOOK
STATUS CODE
ALERTS (E-MAIL AND
MOBILE)
EMAIL ID
MOTHER MAIDEN
NAME
DATE OF BIRTH
PIN CODE
TELEPHONE NO &
MOBILE NO.
JOINT HOLDER (IF
APPLICABLE)( For
entire process refer
point *** below )
If there is any If there is any
discrepancy, the discrepancy, the
changes are changes are carried
carried out in out in Finacle. On
Finacle. On acceptance of the
acceptance of cases the case flows
the cases in in a parallel manner to
Infopool, the the following queues:
case flows in a
parallel manner
to the following
queues:
A - Uploading of A - Uploading of
signatures to signatures to Finacle,
Finacle,
B - Verifying the B - Verifying the mode
mode of of operation as
operation as mentioned in the
mentioned in Board resolution or
the Board partnership/proprietor
resolution or ship letter. In case
partnership/prop CPC finds any
rietorship letter. discrepancy in form, it
In case CPC raises SR for
finds any clarification on RPC.
discrepancy in The
form, it raises SR type is - " Internal
SR for Process Management
clarification on -> CTD -> Clarification
RPC. The for current AOF"
SR type is - " Please refer point H
Internal Process
Management ->
CTD ->
Clarification for
current AOF"
Please refer
point H
C - PB Checker – C PM Checker - C -
The data PB Checker –
entered by 1. The data entered
vendor will be by vendor for creation
checked by CPC of user logins for
( Channels team Phone Banking is
will check for checked with the
creation of user image of the form.
logins for Phone The corrections, if any
Banking . The are carried out by CPC
corrections, if in Omniflow.
any are carried
out and the file 2. The dump for
for creation of creation of user logins
user logins for for phone Banking is
phone Banking uploaded to Customer
is uploaded to Authentication and
Corporate Relationship (CAR) by
Authentication COPS Channels ( For
Engine (CAE) by entire process refer
Channels team point **** below )
D - CIB Checker - D - D - CIB Checker –
The data 1. The data entered
entered by by vendor for creation
vendor for of user logins for
creation of user Corporate Internet
logins for Banking (CIB) is
Corporate checked with the
Internet Banking image of the form.
(CIB) is checked The corrections, if any
with the image are carried out by CPC
of the form. The in Omniflow.
corrections, if
any are carried 2. The dump for
out and the file creation of user logins
for creation of for internet Banking
user logins for are uploaded to the
internet Banking CIB system by COPS
are uploaded to Channels.
the CIB system.
E - HVA - The E - HVA - The data
data entered by entered by vendor for
vendor for registering a customer
registering a for mobile alert before
customer for rejection of an inward
mobile alert clearing cheque is
before rejection checked with the
 of an inward image of the form.
clearing cheque The corrections, if any
is checked with are carried out and
the image of the the file for registration
form. The of users are uploaded
corrections, if to the HVA system.
any are carried
out and the file
for registration
of users are
uploaded to the
HVA system.
The user The user registration
registration for for internet, phone
internet, phone Banking and mobile
Banking and Banking is carried out
mobile Banking by uploading the
is carried out by above files to the
uploading the respective system.
above files to
the respective
system.
xii Fin Sig After signature xvii Fin Sig After signature
Response download and Response download and release
release to to Finacle, cases flow
Finacle, cases to Fin Sig Response.
flow to Fin Sig This queue then
Response. This validates all the
queue then signatures uploaded in
validates all the Finacle through the
signatures success report and
uploaded in move to filing / Case
Finacle through close queue.
the success ( Checkpoints for
report and move signature please refer
to filing / Case **** below )
close queue.
xiii Case Close On completion xviii Case On completion of all
of all the above Close the above activities
activities mentioned above, the
mentioned cases are then closed
above, the cases in Omniflow live
are then closed system.
in Corporate
Infopool live
system.

*** OMNIFLOW: CURRENT ACCOUNT (NON TAB): POST ACCOUNT ACTIVATION

ACTIVITIES : CPC HYD:
I. OMNIFLOW/CFR (Critical Field Report) :

On successful activation of accounts through Bulk upload in I-Core, Cases will flow from
RECON2 queue to CFR Maker tray in Omniflow.

CPC user will log in to Omniflow, open the cases one by one to cross check the vendor
data entry verses AOF scanned image available in the Queue.

The fields checked are:

1. Status Code(Qab Details)

2. Title Name
3. Doi/Dob
4. Communication Address
5. Telephone & Mobile No
6. Email Id
7. Pan Number ( Auto populated from Omniflow)
8. Cheque-Book
9. Alerts (E-MAIL And Mobile)
10. Nomination Details ( Applicable For Individual & Proprietorship Cases)
11. Constitution Code ( Auto populated from Omniflow)
12. Mother Maiden Name (Applicable For Individual Cases)

CPC user will also check below fields(applicable for only Trade accounts) as the fields are
not included in uploadable file of Account Opening and update accordingly in I-CORE if
required.

1. IMPORT AND EXPORT CODE

2. CHARGE LEVEL CODE

In addition to existing CFR checking, CPC user will also check the customer id's created
for Authorized signatories/ Beneficiary owners available on Bridger Sheet with AOF.

The Fields checked are:

1. Name with salutation - in CUMM for authorised signatory

2. Status Code of joint holder cust ID (should be ASKYC only)
3. Relationship type – default 'A' for Authroised signatory & 'B' for Beneficial owner
4. Relationship code - as mentioned on bridger sheet (Designation field)
5. Check the linking has been done correctly or not by cross-checking with the form

Authorised signatory details to be checked through A- Relationship details at account

level. The process for I kit as well as Non I kit will remain the same except the file format
to be uploaded.

In case CPC finds any discrepancy in form, it raises SR for clarification on RPC. The

SR type is - " Internal Process Management -> CTD -> Clarification for current
AOF" under CFR queries.

RPC needs to action on the SR within stipulated TAT and provides the required data to
CPC for rectification in I-CORE.
* RPC must not assign the SR to Branch or Other units and must not close the SR without
proper details as it is very critical in updating customer data in I-CORE.

* RPC needs to scan the Nomination (DA1) form and FATCA annexure in AOF docket while
inwarding the case in to Omniflow to enable the vendor to do data entry for Nominee
updation.

****. OMNIFLOW/CIB (Corporate Internet Banking) :

On successful activation of accounts through Bulk upload in I-Core, Cases will flow from
RECON2 queue to Channel Maker tray in Omniflow.

CPC user will check the Access options opted on 2 nd page, 3rd page on AOF and supporting
documents like Partnership letter, Board Resolution...etc with the vendor data entry.

The data entry for phone banking /business banking cards is checked in a common
Channels Checker queue.
In case of any modification done by Channel Maker, case flows to Channel Checker
Queue. If there is no modification done by Channel Maker then case is not flowing to
Channel Checker Queue and eligible for release.
Post releases from the Channel Maker/Checker queue, as the case may be, dumps are
generated for upload in the systems of CAR (for updation of phone banking and business
banking cards related data) and BankAway for updation of Corporate Internet Banking
related data on T+1 Day (Where T is processed date from Omniflow).
CPC user may reject the transaction access to the client if the required documents or
information missing from the AOF or Supporting documents.
CPC user is also kept the few cases on hold due to wrong inwarding, legibility in data
provided and any other issues, these cases may be lying in Channel Maker Queue and not
eligible for release.
In such cases, an automated system generated mail would be sent to Sales Manager with
reason and further action to be taken to get the access.
CPC user will share data offline through Internal SR for any cases, that are not being
released from Omniflow due to technical error.

SR Path is: INTERNAL PROCESS MANAGEMENT_CHANNELS_CHANNEL QUERIES

Any queries related to CIB/Phone Banking would be referred in circular. PTG - GBO-
100/Nov 06, 2013/Cir.No.10641.

**** Signature cropping in Omniflow checkpoints :

For constitutional code E1 and E10 signature cropping will be done automatically

For other constitutions-

1.AOF 2nd page should be scanned clearly

2.Signature and MOP should be clear in AOF 2nd page

3.MOP and limits (if applicable) should be clear in supporting docs like BR,Partnership
letter, LLP letter etc.

4.Other supporting docs like POA etc should be available if applicable

If any of the above documents are clear CPC will raise SR to RPC

Path-Type-Internal process Management ->Area-CTD->Subarea-clarification for current

AOF

RPC will action upon the SR with in stipulated TAT and attach documents in SR itself

(B) Omniflow (Inwarding tracker ):

The cases scanned in Omniflow after scrutiny is opened manually through the account
opening module of Finacle through "HOAAC" and “CRM for CIF generation option. A
maker-checker process is followed for opening of the account. Once the account is
opened, the CUST ID and the account number is mentioned on the Account Opening
Form and it is also entered in the Inwarding Tracker. Upon updation in inwarding tracker,
a system generated email alert is sent to the SM.

Finacle Entries:

1. All new current account are opened in Finacle either directly (for omnidocs cases ) or
through omniflow. The current accounts have to be opened under specific scheme and GL
sub code based on the products availed by the customers. A matrix of the same is given
below:

Product Variant Scheme GL Sub Codes

Roaming Current Account (RCA) CABUS 05051

Trade RCA CABUS 05051
Made2order Account CABUS 05057
EEFC Account
If the status code mention as
EALCA 05030
UNITENSEZ then the scheme
code would be SFCCA
 I-kit Account CAKIT 05051

RRB / Co-op Banks Account CAGEN 05011

Escrow Account CAGEN 05052
SBL A/C SBLOD 05057
CAPITAL MKT.(BUSINESS &
CAGEN 05053
CLIENT) A/C
CAPITAL MKT.(EXCH.DUES &
CABRK 05053
SETTLEMENT) A/C
COMMODITIES (BUSINESS &
CAGEN 05055
CLIENT) A/C
COMMODITIES (EXCH.DUES &
CABRK 05055
SETTLEMENT)
SME A/C CAGEN 05050
EMBASSY(FOREIGN CURRENCY CADFC
05056
& QAB-DIPLM)
EMBASSY(INR CURRENCY &
CANRO 05020
QAB-DIPLM) A/C
FOREX TREASURY & NON
CAFWD 05059
OPERATIVE A/C
BULLION A/C CABUL 05057
F.C. others - OTO Account OUSCA 05026
VOSTRO ACCOUNT CAVOS 05023
FCRA ACCOUNTS CAFCR 05061
FII Accounts (in foreign
CAFII 05025
currency)
FII Accounts (in Indian currency) CAFUS 05025
CASH CREDIT ACCOUNT CCGEN 60010
Nationalised Bank CAGEN 05010
Private / Foreign Bank CAGEN 05012

Based on the product type in the bar code, the request gets mapped to the respective
scheme and gl sub code for opening of the account.

The accounts under these schemes and GL sub codes are manually opened in finacle and
they are not routed through Omniflow

1. The mobile number and email id of the client from the Channel Registration Form is
captured in “CUMM”, X Details.

2. Mobile Banking facility is registered in option ICIALREG.

 3. Email statements facility is registered in option ICIFQS.

4. The constitution code will be entered based on the classification as stated by the
Solution Manager in the AOF.

5. The cheque book charges flag should be set to “N” as cheque book charges are
customizable and the same is collected monthly through centralised billing
process.

(C) Negative List Checking:

All the accounts opened at CLOG COPS are checked for negative list of customer by
uploading the data in a name checking software (“Amlock Software”). The list of accounts
is taken from I-Core file on T+1 (T, being the date of opening the account) basis and
uploaded to the Amlock Name scanning.

Parameters used for validation in Amlock are:

 Customer's Name

 Customer's Address

 Date of Birth/ Incorporation

 Nationality

 If matches are found, Amlock will give an output for the matched results. The same
is further checked as follows:

 In case an initial match that is generated based on the matching of the name and
the Match score is greater than 90 points out of 100, the following steps shall be
followed

 Comparing additional details with the data available on the regulator's list. The
following customer details will be cross checked with the data given in the account
opening form to ascertain whether the match is positive:

◦ Customer's Address

◦ Nationality

◦ Date of Birth

 For a match on the name of a new customer with the Scan Report, the data
 captured in AOF are cross checked vis-a-vis the following additional details, if
available, in the relevant black list on which the match has been found.

◦ Customer Name

◦ Date of Birth (only for NRI)

◦ Nationality

◦ Permanent Address

◦ Local Address

◦ Communication Address

On the basis of comparison, CLOG COPS categorizes the match as either Negative or
Positive. In order to classify the match as Positive, the minimum parameters to be
verified are Account Title, date of birth and Address. The reports of positive match are
uploaded on a daily basis for further action by Group Fraud Prevention Cell- Anti Money
Laundering Officer.

All the names of the beneficiaries, trustees, authorized signatories, Founder Managers /
Directors, settlers, executors, grantors, karta, co-parceners / members and the manager
is required to be validated in Amlock software.

For True match found cases in Amlock, CPC will raise STR and mark a caution in the
Account at CRM level in I-core. CPC will update B in caution status field. Since the IEC
updation is mandatory in 10X I-Core for marking Caution Flag, CPC team are updating
“AMLOCK MATCH” in IEC Field in CRM.

Credit Performance Check System Process

All the new Accounts opened are checked with the negative list of customer the process
followed is as per circular number RLG-Sales-103/Mar 09, 2011/Cir.No.7852 Addendum to
Circular 7393:Post Account Opening CPCS dedupe process for Retail Liabilities Group

In case of match found cases, name screening process mentioned in circular AML-19/Feb
10, 2012/Cir.No.12079 is followed

For cases processed in Omniflow, the CPCS check is happening through Omniflow system
at the time of case initiation itself. For match found cases, the case flows to the
respective approver as per approval matrix defined in circular 7852.
For 100% or PAN Match cases, CPC will raise I-Helpdesk under the Head INTERNAL
PROCESS MANAGEMENT_FPC_CPCS match found_fraud.

(D) Account Opening Cheque Lodgement & Monitoring :

All cheques other than classified as KYC would be treated as AOC (Account opening
Cheque).

Post Account Opening CLOG – COPS will upload the details of accounts opened in
Interwoven worksite link.

For Standalone branches, cheques shall be lodged for clearing by the Branch at the time
of sending the Account Opening Form to RPC. However, if the cheque is MICR cheque,
then the same can also be sent along with AOF to RPC for lodgement in CTS / MICR
clearing. For NON MICR cheques, branches need to lodge the cheque at their end only.

For RPC linked Branches, cheques shall be submitted at the RPC along with the AOF. The
cheques shall be sent for clearing post DVU.

Process at Standalone Branches:

 Cheques, irrespective of whether sourced by branch or Sales Team, should be
handed over to DBM.
 DBM will ensure banking of all such cheques on day 0/ day 1 depending upon the
clearing time in the location and send the AOF to RPC along with the photocopy of
the cheque on which DBM has to confirm that the cheque is presented in clearing,
transaction details and sign on the copy of the cheque. The following stamp should
be affixed on the reverse of the cheque:

SM CHEQUE STAMP
KYC : AOC / Non KYC :
Account Title / Name : _________________________________________
AOF Barcode : _________________________________________________
Originating branch Sol id : _______________________________________
SM ID : ________________________________
SM Name : ______________________________________________________
Account Number (If I-kit): ___________________________________________

The following details should be captured in the Transaction details in I-Core:

l SOL ID
 l Acct Type (SB, CA, FD, RD)

l Employee ID (Sourcing team)

l Account Holder Name (Account name )

1. The amount of cheque realised to be credited to the concerned account in case of

IKIT account and to the RPC SLNEWAC account in case of non-Ikit Account, which
shall be reversed to concerned account post account activation by the RPC.

2. Sourcing teams should use pay-in-slip which shall be provided with IKIT for
depositing cheque.

3. RPC will not accept AOFs from stand alone branches without the photocopy of
cheque duly confirmed by DBM that cheque is presented in clearing. In such cases
RPCs will put on hold the form and raise SR (IR_LIABILITIES_IKIT Rejection/AOF
Rejection-Branches) on the branch for confirmation/ return the document. The
Branch shall rectify the rejection and re-forward the AOF to the RPC.

4. In case of Up-country Cheques (OCC) and Transfer Cheques, the same shall be
forwarded along with the AOFs to the RPC.

5. Certain categories are exempted from account opening cheque (AOC) as per KYC
circular cheque collection cases AOC is not collected during (newly started
companies or existing companies opening new account in the same name), in such
cases branch will affix the stamp of mentioning “NO AOC COLLECTED”.

Process at RPC:

 On receipt of the cheque with AOF, RPCs should bank the cheque immediately
after completion of DVU for accepted cases.

 The amount of cheque realised to be credited to the concerned account in case of

IKIT account and to the RPC SLNEWAC account in case of non-IKit Account, which
shall be reversed to concerned account post account activation by the RPC.

 In case of OCCs, RPC shall lodge the cheques in clearing and the AOF shall be
processed subject to realization of the cheque.

Refund of initial deposit due to rejection of account opening:

 In case of I-Kit accounts, for the rejected AOFs, the account shall be closed and the
 initial cash deposit, if any, shall be refunded by way of an “Account Payee” crossed
pay order in the name of applicant.

 If the initial deposit was by a self-cheque, the refund should be by way of an

“Account Payee” crossed pay order only irrespective of the amount of initial deposit

Physical Cheques at DROG

 On receipt of the cheque with AOF, RPCs should bank the cheque immediately
after completion of DVU. Cheque could be Local cheque, Transfer cheque or
Outstation cheque. DROG will present the cheques in clearing as per existing
process.

DROG will follow process as per matrices given below if the cheque gets dishonoured.

Type of Status Action 1 Action 2

Cheque
Local Cheque KYC Cheque SR to be lodged by RPC on CPC NA
Dishonoure for closure of account.
d
Local Cheque AOC Cheque 1. SR to be lodged by RPC on If cheque is returned
Dishonoure CPC for closure of account if second time, SR to
d cheque is returned for Non- be lodged by RPC on
Financial / Technical reasons CPC for closure of
2. Relodge the cheque on T + 7 account.
days basis if cheque is returned
only for Financial reason /
Bank Induced reason. Here T
means cheque returned date.
Transfer Dishonoure 1. SR to be lodged by RPC on If cheque is returned
Cheque d CPC for closure of account if second time, SR to
cheque is returned for Non- be lodged by RPC on
Financial / Technical reasons CPC for closure of
2. Relodge the cheque on T + 7 account.
days basis if cheque is returned
only for Financial reason /
Bank Induced reason. Here T
means cheque returned date.

 Financial Reasons for Cheque return : Funds insufficient, Funds Expected

present again, Effects not clear present again.

 Non- Financial Reasons for Cheque return : Signature Mismatch, Post dated /
Out dated cheque, Date Missing, Signature Missing, Signature mismatch, Amount
in words and Figures mismatch, Overwriting not authenticated by the customer,
 Amount missing, Signature missing

 For Savings account, if the cheque is returned for Technical reasons, then account
has to be closed by RPC within T + 1 day.

 Bank Induced Reasons for Cheque return : Zone concession to Bank, Bank
not participating in clearing, System Down, Strike,Other reason, Connectivity
failure,Item listed twice, Paper not received, cheque is out of allocated range,
wrongly delivered /not drawn on us, image not clear present again, present with
document, not payable in local clearing, clearing house stamp/date required,
present in proper zone, encoding error/listing error

Under CTS clearing, cheque processing happens based on images of the cheques. At
times, cheque images are not clear and cheques (images) get returned for the reason
'Paper to follow'. For such cases, RPC's need to send physical cheque and subsequently
cheque gets processed by other bank. If the cheque gets returned due to reason 'Paper to
follow' then RPC's should not close the account. However, if for the same case, if the
physical cheque also gets returned then account needs to be closed . However, if the
physical cheque return is for any bank induced reason then the same can be represented
after call taking by a team leader / RPC Head.

In case of standalone branches, DROG will raise an SR on a standalone branch to present

the cheque for clearing. SR will be step closure with three status to be updated - Cleared /
Dishonoured / dishonoured to be re lodged/ CUCCA ref. number. SR to be closed by the
branch within 2 days.

After account opening, RPC to raise SR on standalone branch – SR will be step closed by
branch with either of 3 status – Cheque Cleared / Cheque Dishonoured / Upcountry
(CUCCA) clearing cheque.

For upcountry clearing cheque, branch to confirm the status to RPC through mail once the
cheque is returned / passed. It is the responsibility of the concerned branch to get the
account closed through RPC if upcountry (CUCCA) cheque gets returned.

Type of Status Action 1 Action 2 Action 3

Cheque
Local KYC Cheque SR lodged by RPC is SR to be lodged NA
Cheque Dishonoured assigned back by branch by RPC on CPC
to RPC with instruction to for closure of
close the account. account.
Local AOC Cheque 1. SR to be lodged by If still the SR to be lodged
Cheque Dishonoured RPC on CPC for closure of cheque is by RPC on CPC
account if cheque is returned second for closure of
returned for Non- time, SR lodged account.
Financial / Technical by RPC
reasons assigned back
2. Relodge the cheque on by branch to
T + 7 days basis if RPC with
cheque is returned only instruction to
for Financial reason / close the
Bank Induced reason. account.
Here T means cheque
returned date.
Transfer Dishonoured 1. SR lodged by RPC is If still the SR to be lodged
Cheque assigned back by branch cheque is by RPC on CPC
to RPC with instruction to returned second for closure of
close the account if time, SR lodged account.
cheque is returned for by RPC
Non-Financial / assigned back
Technical reasons by branch to
2. Relodge the cheque on RPC with
T + 7 days basis if instruction to
cheque is returned only close the
for Financial reason / account.
Bank Induced reason.
Here T means cheque
returned date.

Monitoring of Outstation cheque to be done by DROG for cheques lodged by branches

based on reference given by Branch in SR

The dishonoured cheque is sent to customer by DROG / Branches.

During closure, the remaining balance in the account, if any, deposited by customers
during interim would be refunded to customer's address as per Finacle, by a Banker's
cheque along

with covering letter as per Annexure C.

Refund of initial deposit due to rejection of account opening:

In case of I-Kit accounts, for rejected AOFs, the account shall be closed and the initial
deposit, if any, shall be refunded by way of an “Account Payee” crossed pay order in the
name of applicant.

(E) Tracking receipt of Original Forms :

For all the forms scrutinised at CLOG COPS the storage will be done at centralised unit.
Post account opening, DROG and the Mega branches will send the original forms to CLOG
- COPS for which the scrutiny of AOF was done by CLOG - COPS. The process involved for
tracking receipt of original AOF and centralised storage by CLOG - COPS is as follows:

 CLOG - COPS will raise SR in FCRM in T+2 day's TAT, under the head
INTERNALCLOG - COPS will raise SR in FCRM in T+2 day's TAT, under the head
INTERNAL PROCESS MANAGEMENT_COPS-STANDALONE BRANCHES _AOF
DISPATCH TO COPS type on the concerned SM / DROG / Branch to obtain the
original form. (T is A/c opening Date)

 Forms which are scrutinized by DROG will be stored by respective DROG.

 DROG / Mega Branches will have to confirm that the forms have been dispatched
to CLOG - COPS with the courier details while assigning the SR back to CLOG -
COPS group tray i.e. COPS SCRUTINIZER.

 CLOG COPS tally the forms received with the content slip attached.

 CLOG COPS will close the FCRM SR by acknowledging the AOF receipt
confirmation.

 The status of original forms received are then updated in the account opened
report and a serial number is allotted.

 The forms are stored at a vendor location.

 Original account opening forms are sent for storage to Vendor.

Note:- Original forms are required to be send to CLOG COPS only if the scrutiny of AOF is
done by CLOG - COPS. In case where scrutiny has happened at DROG, the original AOF is
required to be stored at DROG. If the account is opened in deviation such forms are to be
hold with Branch until the deviation gets closed. These forms are to be dispatched along
with the deferral document.

(F) Process of Verifying Original account opening forms with Images

The exercise of verifying the images with the original forms received from branches was
started from May 22, 2006. During the process it was observed the original forms or the
underlying documents were not matching with the forms and documents scanned during
the account opening process. The nature of discrepancies were:

•Usage of white ink

 • Alternation in the name on the address proof
• Alteration in the validity period on address or identity proof
• Signatures were cut and pasted on documents
• Document copy available in scan image however not found the original copy in
the
AOF set
• AOF filled in Pencil
• Mandatory fields are differs in scan image and in original AOF
• VWO stamp not found in original photo ID's received along with the AOF

These discrepancies are checked on a regular basis.

(G) Updation of Schedule of charges in TBMS software for M2O account

Solutions Managers shall update the schedule of charges in the WebM2O application,
which shall be approved by the respective approving authorities and subsequently be
updated in the TBMS application. NIL SOC can be attested by CMII and above from
Commercial Banking instead of client attestation at the time of account opening. NIL SOC
and attestation process is only for clients of WBG and SMEAG group

 SM shall source the M2O account as per the product guidelines PTG - GBO-41/Jun
07, 2007/Cir.No.2955.

 SM shall use the M2O calculator to determine the Schedule of Charges (SOC) to be
made applicable to the customer.

 SM shall access the WebM2O application and upload the M2O calculator by
specifying the Bar Code of the account opening form (AOF). The bar code number
would be reference for all kind of related activity in WebM2O Application.

 On upload of an SOC by the SM, the Approver shall receive an email notification
regarding the request for authorization. Approver can approve or reject the same in
the WebM2O Application.

 If rejected, SM will get mail notification for its rejection specifying bar code and
reason of rejection. SM shall rectify the details and resubmit the case.

 If accepted, SM will get mail notification for its acceptance specifying bar code.

 The SM shall generate a printout of the approved Schedule of Charges from the
WebM2O application and obtain the signature of the customer on the approved
 SOC. The approved SOC shall be submitted along with the AOF.

 At the time of scrutiny at DROG, the scrutinizer shall check the signature of the
customer & SM on the AOF with the signatures on the SOC. In case any
discrepancies are identified, the AOF shall be rejected.

 For all accepted AOFs, accounts will be activated by the CLOG-COPS.

 The CLOG-COPS shall generate a data file from Infopool and Inwarding module
(Omnidocs) containing details of the account number along with the customer
name and the bar code.

 The data file shall be uploaded in the WebM2O application for updating the
account number against the bar code in the WebM2O application.

 Data of the SOC for all cases where the account number has been updated shall
be populated into the TBMS through a back-end updation process.

 CLOG-COPS shall confirm if SOC for all M2O accounts activated during the day
have been updated in TBMS.

 CC / OD account SOC to be upload manually in TBMS

 Process flow for Omniflow/ SOC (Schedule of Charges) updation in TBMS:

1. CPC user will download the MIS638 from MIS secure site(GOG Portal) on T+1
day(Where T is the account activation date).

2. CPC user will extract the accounts with status code CAM2O, shall generate a data
file from report containing details of the account number along with the customer
name and the bar code.

3. The data file shall be uploaded in the WebM2O application for updating the account
number against the bar code in the WebM2O application.

4. Data of the SOC for all cases where the account number has been updated shall be
populated into the TBMS through a back-end updation process.

5. For the accounts where SM has not uploaded the SOC in WEBM2O application, CPC
user will check the SOC copy in Omniflow for Pre approved SOC copy.

6. If the SOC copy is available in Omniflow, then CPC user will map the respective
Profile available in M2OMaker application in TBMS.
 7. If CPC user does not find any SOC copy in Omniflow, will raise an internal SR on
RPC for getting the SOC copy.

*SR type is - " Internal Process Management -> CTD -> Clarification for
current AOF" under CFR queries.

8. CPC shall confirm if SOC for all M2O accounts activated during the day have been
updated in TBMS.

* RPC needs to action on the SR within stipulated TAT and provides the applicable SOC
copy to CPC for updation in TBMS.

* RPC must not assign the SR to Branch or Other units and must not close the SR without
proper SOC documents.

H. SR raised on RPC for Account Opening clarification :

In case CPC finds any discrepancy in form, it raises SR for clarification on RPC. The

SR type is - " Internal Process Management -> CTD -> Clarification for current
AOF"

Some of the discrepancies are as given below :

 I-Kit Account inwarded as Non I-kit

 Non I-Kit Account inwarded as I-kit
 Incorrect branch code
 Wrong Scanning of AOF
 AOF not scanned
 Pincode not captured on AOF
 MAB not captured on AOF
 Branch not mentioned on AOF
 CFR queries
 Signature queries – In case of E 1 and E 10, SR need not be raised for finding out
the MOP ( applicable only if there is no POA holder or joint account holder )

J. Vendor process

1. Maker at Account Opening team of CLOG-COPS release the case in omniflow once
scrutinized & accepted. After accepting the case, AOF & Bridger Format goes to vendor
dispatch queue. omniflow automatically generates batch file from vendor dispatch folder.
Each Batch file will contain 15 cases + 1 DVU ( Data Verification Unit containing details of
the 15 cases) file and is sent through lease line / SFTP to vendor after encryption. System
by itself encrypts ( for security purpose) the images before pasting it to the IMAGE IN
folder The nomenclature of image file is on the basis of omniflow case ID.

2. Maker at Vendor Location access the Folder to fetch the images.

3. Maker at Vendor end checks for the count of images with DVU file entries and
mismatch in count of records if found is intimated to the CPC team via mail or phone.

4. Maker at Vendor Location uploads the DVU file and the Images in to data entry
Software. The data entry Software tallies the count of Image Vs DVU file entries count.
Also a check is performed by the system to tally the omniflow case ID with the file names
of the images

5. System follows First In First Out method Cases which a0re uploaded moves to Making
Stage

Process for Escrow account verification

Process for Escrow account verification for other than CBG customers is defined in circular
9343.

Processing of the request of Corporate Internet banking through Account

Opening forms

Presently the majority of current account opening requests are routed through Omniflow
system.
The scrutiny for these requests are done at the corresponding regional processing centres
(RLOG) based on constitution followed by vendorization and subsequent account opening
at Central Liability Operations Group-Central Operations (CLOG-COPS)

D2.1.1.Omniflow (CIB):

Presently, the scrutinizers at RPC level scrutinizes the request for channels asked for and
permitted to a customer in RPC 1 and Scrutinizer A queues.

Based on the details captured in the AOF the validations are captured. The vendor data is
validated at RECON1 stage and the exceptions are displayed in Vendor Help desk with
error tags.

Post account opening, cases flow parallely for channels related processing to Channels
Checker (in Omniflow) and Channels Maker (in Omniflow) queue.
The data entry for phone banking /business banking cards is checked in a common
Channels Checker queue.
In case of any modification done by Channel Checker, case flows to Channel Checker
verifier Queue. If there is no modification done by Channel Checker then case is not
flowing to Channel Checker verifier Queue and eligible for release.

Post releases from the Channel Checker queue or Channel Checker verifier Queue, as the
case may be, dumps are generated for upload in the systems of CAR (for updation of
phone banking and business banking cards related data) and BankAway for updation of
Corporate Internet Banking related data on T+1 Day.

For the welcome kit cases (IKIT cases), the dump required for CIB updation is obtained
separately from other bar codes, whereas the data for updation in CAR will be included in
the phone banking dump itself.

2. ACCOUNT SERVICING

CLOG COPS would be processing following SR on image basis

Process to be followed at CLOG-COPS:

 CLOG COPs shall receive the account modification/Servicing request through SR

 CLOG COPS shall capture the details of the request in the Voucher and scrutinise
the request on the basis of the scan image of the request available in the SR. The
official scrutinizing the request shall initial on the Voucher.

 In case of rejection, the SR shall be reassigned to the originator along with the
rejection reasons.

 For all accepted cases, the request shall be processed in I-core through the Maker-
Checker workflow and the SR shall be closed with the appropriate reverts. The
Maker & Checker shall initial on the Voucher.

 The following requests will be processed on the basis scan image rather than print
out of the request received through SR:

 Bank Induced Account Closure

 Migration of Accounts (Variant change)

 CLOG-COPS Restricted access (Cheque book restricted access)

  Name change

 Grouping of Accounts as per circular 6342

 Change of Communication and Permanent/Registered Address in bankaway

Following activity are decentralized as per circular 9200 (circular 9200 now archived,
Circular 9574 to be referred)

1. Closure of current account

2. Pan Updation & nomination

3. Activation of account (dormant/inactive to active)

4. Address modification

5. Cheque Book flag change

2.1. Change in Customer Name or Change in the Title of the account

Customers would give request for change in the name for specific reasons e.g. where
company is converting its constitution from Private limited to Public limited or vice versa,
due to mergers and acquisitions, requests for change in name / surname arises on
account of marriage etc.

Change in name of the customer has to be taken up with caution as all the operations in
the account are done, based on the customer’s name.

Documents required for the above request are as follows:

Category
of the Documents Required to be taken
Applicant
A request letter:
 signed by the individual if account is operated
1 singly.
 signed by all the joint account holders if account is
Individual
in joint operation.
2 Gazette notification confirming the name change.
In case of change in name due to marriage, marriage
3
certificate should be taken.
Sole 1 If the request has come to change the name of the Sole
Proprietor Proprietary Firm, then the account has to be closed and
(SP) fresh account is to be opened. The customer has to submit
complete set of documents in the new name as per KYC
guidelines.
Category
of the Documents Required to be taken
Applicant
If the request has come to change the name of the Sole
Proprietor, then:
 request letter on the
proprietor's letterhead has to be signed by the
SP.
2
 Gazette notification
confirming the name change.
 In case of change in name
due to marriage, marriage certificate should be
taken.
If the request has come to change the name of the
Partnership Firm, then the account has to be closed and
1 fresh account is to be opened. The customer has to submit
complete set of documents in the new name as per the
KYC guidelines.
If the request has come to change the name of any of the
Partnership Partners, then:
Firms  Request letter on the partnership firm’s letterhead
has to be signed by the authorised signatory as per
2 MOP.
 Gazette notification confirming the name change.
 In case of change in name due to marriage,
marriage certificate should be taken.
A request letter on the Company letterhead signed by the
authorised signatory(s) as per the Mode of Operation in
1 the account. In case if MOP is not possible , request letters
Company's can be signed by two directors with reason for non
(Public & availability of signatory.
Private)
Verified with original stamp from the branch along with self
2 declaration from customer as true and updated copy of
revised Certificate of Incorporation to be accepted
Request letter on the New Co. Letterhead signed as
Company's Signatories authorised as per Board Resolution/High Court
(Public & 1
order.
Private)
Merger or
Copy of High Court Order duly attested by authorised
Takeover of
2 signatory of Company.
Companies

Trust / A request letter on the letterhead signed by the authorised

1
Clubs / signatory(s) as per the mode of operation in the account.
societies 2 Board Resolution
and In case of Trust, True and updated copy of Trust Deed and
Association 3 for of clubs, association, and societies True and updated
s / Banks copy of Byelaw's.
HUF 1 In case the Karta wishes to change his own name as well
as that of the HUF in the existing current account. In such
circumstances, the account need not be closed. The Bank
Category
of the Documents Required to be taken
Applicant
can take any document issued by a statutory authority
which not only reflects the new name but also evidences
the change in the name of the Karta and the HUF.
On merger
of Rural
In case of RRB-Copy of order of amalgamation issued by
Regional
Govt. of India, Ministry of Finance, Dept of Economic Affairs
Banks
1 (Banking Division) *Gazette Notification” duly certified by
(RRB) of
official of merged entity not below the rank of General
same
Manager certified by the SM.
sponsor
bank
 A permission or No objection letter from Reserve
1
Bank of India for merger of the two Coop Banks
 If both Cooperative Banks, which are going to
2 merge, were Multi State Scheduled or Multi State Coop
Banks, permission from Central Registrar, New Delhi
would be required.
 If one of the Coop Bank is Multi State Scheduled
or Multi State Coop Bank and another Coop Bank is
3 Urban Coop Bank, Permission from Central Registrar,
New Delhi and Registrar of the State where the Urban
Coop bank is situated would be required.
 If both the Coop Banks were urban Coop Bank
4 from same State, permission from Registrar,
Cooperation of the said State would be required.
On merger  If one of the Urban Coop Bank is from one State
of two Co-
5 and another Urban Coop Bank is from the State, the
op Banks
permissions from Registrar of both the States for
respective Urban Coop Bank is required.
Verification of the Documents:
 The copies of the above
documents would be certified by an official of the
rank of not less than General Manager be
tendered to ICICI Bank Ltd.
 A request letter for change in
6 the name duly signed by existing authorized
signatories in the account is submitted to the
ICICI Bank Ltd
 SM verifies the documents
and confirms authenticity by marking and
signing ‘Verified with Original’ stamp on the
documents.
Limited A request letter on the LLP letterhead signed by the
Liability 1 authorized signatory(s) as per the Mode of Operation in
Partnership the account.
Certificate of change in name attested by designated
2
partners along with OSV from branch official.
 Category
of the Documents Required to be taken
Applicant
Name change can be verified from the on-line site
1.
3
http://llp.gov.in:8080/llpfo/app/pages/LLPPublicProfilePage
2. http://llp.gov.in
(For WBG
clients ) FII
1. Name change request letter as per MOP 2. Board
& FVCI
Resolution for name change 3. Certificate of Incorporation
clients of
in new name. 4. SEBI Approval obtained from the SEBI.5.
Securities
PAN card in new name
Market
Group
Certified true copy of certificate of incorporation pursuant
to name change.

Certified true copy of the PAN card.

The copies to be certified by duly authorised personnel of

the Corporate. The supporting documents need to be
For
stamped as ‘verified with original’ by an employee of the
Corporate
Bank.
Name
change in
The SM verifies the new name from the MCA website. A
dealers
screen shot of the same is taken.
account for
(CLB)
I-memo approval from the SMEAG-CLB Business Head
Corporate
(DGM or above) for change in name of the Corporate in the
linked
core system and signature panel of the dealer accounts.
group
The confirmation regarding checking the new name from
the MCA site along with the screen shot of name
verification from MCA site to be documented in the I-
memo.

IMPORTANT : For name change in all non-individual accounts, rubber stamp and letter
head of new name to be used for all supporting documents / request letter. For any
addition / modification / deletion in suffix or prefix in the account, guidelines as given in
circular 11873 to be followed. If customer has CIB access, then name should be changed
in bankaway application also.

Process at Branch:

 Name change request should be accepted through a request letter attached

 with the relevant document proof as given above.

 Self-attestation by the applicant(s) and ‘Verified with Original’ stamp by Bank

official will have to be affixed on the copies of documents obtained.

 Branch officials, should verify the existing signature of the customer.

 Branch should check the above requirements and in case of any discrepancy,
inform the customer immediately.

 The Branch should scan the application, along with documents in FCRM under
the head “CORPORATE_ACCOUNT MODIFICATION CORP_CURRENT ACCOUNT
MODIFICATIONS. Branches without scanner would have to forward the physical
application form to CLOG-COPS.

Process at CLOG COPS:

• COPS to check the completeness and correctness of the request. If any

discrepancy is observed, the request will be rejected , SR would be updated with
the rejections & step-closed to reassign the SR to originator . Branch should
inform the customer for rectification and re-submit the request accordingly.

• Name change request in case of Company's (Public & Private) is processed only
after verifying the details like Name and registration number of Certificate of
Incorporation from MCA website

• If the required documents are in order the changes are carried out in finacle.

• If due to change in Title of account , constitution code of account changes, COPS

would make the necessary changes in I-Core ( business group remains the same).
The constitution code shall be modified in I-Core under CRM → CIF Individual →
Edit Entity → CIF ID → Quick Edit → Customer Status.

Sr.
Scenario Modification of Constitution Code
No.

1 Private Limited A3 A4
Company changing
B3 B4
to Public Limited
Company. C3 C4
D3 D4
E3 E4
 F3 F4
G3 G4
A4 A3
B4 B3
C4 C3
Public Limited
2. Company changing D4 D3
to Private Limited
E4 E3
F4 F3
G4 G3
 COPS would incorporate a message in the signature record mentioning about the
new name and the former name for all constitutions.
 COPS update the caution flag in Icore for name change done for current account
constitutions.
 For WBG &SMEAG Collection of PAN card in the new name of company in case of
Name change1. The request letter for account opening to be provided on the letter
head in the new company name
 2. The copy of PAN card in the new/old name of client to be collected mandatorily.
The attestation should be as per MOP, with company stamp and date.
 a. In case the PAN number updated in I-core and provided by client along with
name change request differs, account servicing team to raise rejection.
 b. Branch to take clarification from the client and resolve the observations of
account servicing team.
(WBG & SMEAG) Process for name change of entity(Transferor) in event of
amalgamation with another company (Transferee)
 The scheme of amalgamation is generally approved by high court. The scheme
document issued in the high court order defines the allocation of assets and
liabilities of transferor to transferee company.
 As per scheme document, if the ownership of complete asset & liabilities of the
transferor is going to transferee company, for name change of transferor company
below documents to be collected from the Transferee company:
 Board resolution issued by Transferee company for name change of transferor
company
 Request letter signed by authorized persons as per BR for name change. Request
letter to contain:
 1. Transferor company name
  2. Required name, which should be name of transferee
 3. Account numbers of Transferor company
 4. Authorized Signatories to operate the account
 High court order on amalgamation of entity, attested by CS/ two director/MD of
transferee company. IF attested by CS, membership number of Company Secretary
should be mentioned
 Scheme of amalgamation, attested by CS/ two director/MD of transferee company.
IF attested by CS, membership number of Company Secretary should be mentioned
 Scheme of amalgamation should be checked for:
 a. Ownership transfer of all the assets and liabilities of transferor to Transferee
 Status of transferor should be checked from MCA. This should be “Amalgamated”.
 In case the status is not updated in the MCA, then ROC filing receipts to be
provided, reporting amalgamation by transferor as per court order to ROC
 List of directors & shareholding pattern of Transferee company.
 In case Transferee request for updation of authorised signatories in the account at
the time of name change, below additional documents to be collected:
1. Board resolution by transferee company on its letter stating mode of operations
and list of authorised signatories.
2. Photograph, signature card & ID documents of authorised signatories as per
circular 11873.

2.2. Change in Address

The Process for change in Address is decentralised to Branches via circular number 9200
(Circular 9200 is archive, circular 9574 to be referred).

2.3. Signature(s)/Signatory(ies), modifications, additions and deletions:

The existing account holder(s) makes specific request for modification / addition / deletion
of signatures. Bank also receives request for modification or change in the style of the
signatures. For guidelines please also refer Circular 9574 for Saving accounts

Addition of signatures / Signatory (ies):

Documents required for the above request are as follows:
 Category of Documents Required to be taken in case of
the Applicant Additions of Signatures
If account is under single mode, a letter signed by the
1
prime account holder.
If the account is under joint operations, a letter signed
2
by all the account holders .
Photograph, Specimen Signature (In a letter duly
attested by branch or any such form which has a
provision of photograph and signature) of the new
applicant and self attested proof of identity and as per
3
Individual circular 11872/11873. The Bank official should affix the
ICICI Bank rubber stamp on the photograph and the
identity proof and should be certified as “ Verified with
Original”.
In case Power of Attorney (POA) holder has to be added,
POA should be on stamp paper/ Adhesive Stamp, duly
4 notarized (Notary Stamp to be affixed on all pages
along with individual signature).
Format of Power of attorney as per Annexure E
Power of Attorney (POA) holder can be added to a Sole
Proprietor account.
1
Format of Power of attorney as per Annexure E

Sole Proprietor should sign the request letter on the

Proprietor's letterhead. If letter head is not available,
2
then the request letter should be signed under the
authority of Sole Proprietor.
Sole Proprietor Photograph of the new applicant and self attested proof
(SP) of identity as per circular 11872/11873. The Bank
official should affix the ICICI Bank rubber stamp on the
photograph and the identity proof and should certified
as “ Verified with Original”. If POA is given to more than
3 one person; mode of operation must be mentioned in
the POA. POA should be on stamp paper / Adhesive
Stamp, duly notarized (Notary Stamp to be affixed on
all pages along with individual signature). POA should
be executed in firms capacity. All the pages of POA has
to be signed by Sole proprietor.
Partnership A request letter on the Partnership Firms letterhead
1
Firms duly signed by all partners.
Verified with original stamp from branch along with self
declaration from customer as true and updated copy of
2 the Reconstituted Partnership Deed and deed
submitted at the time of account opening and the
subsequent deeds to be accepted.
Photograph of the new applicant and self attested proof
of identity as per circular 11872 /11873. The Bank
3 official should affix the ICICI Bank rubber stamp on the
photograph and the identity proof and identity proof
should be certified as “ Verified with Original”.
4 In case of POA, it should be executed on behalf of Firm.
 Category of Documents Required to be taken in case of
the Applicant Additions of Signatures
All the partners should sign the POA & the schedule
also should be filled on behalf of Firm. POA should be on
stamp paper / Adhesive stamp, duly notarized (Notary
Stamp to be affixed on all pages along with individual
signature).
POA should be executed in firms capacity. All the pages
of POA has to be signed by Partners.
Format of Power of attorney as per Annexure E
Partnership letter in banks format mentioning MOP, on
the letterhead of the firm. Signed by all the partners in
5
the firms capacity.
Format of Partnership letter as per Annexure G
A request letter not older than 3 months on the
Companies letterhead signed by the authorised
signatory(s) in the account as per existing MOP.
Note: In case all the signatories have resigned then the
1 request letter should be signed by two directors or
company secretary, provided they are not adding
themselves or modifying their own MOP also the
reason for unavailability of Authorised signatories.
Format of request letter as per Annexure H
Board Resolution duly dated and signed by Two
Directors or the Company Secretary (signature should
be under the appropriate rubber stamp). Mode of
operation should be mentioned in the Board Resolution.
Note :1) If BR is older than 6 months, it will be accepted
if signed and acknowledged as “True & Updated”, by
Company Secretary or by a person authorized to sign
certified copy of BR. 2) BR should be clear if it is in
Company's supersession or modification and should clarify about
(Public & the existing signatories in the account.
Private) Format of Board Resolution as per Annexure F
Photograph of the new applicant and self attested proof
of identity as per circular 11872/11873. The Bank
3 official should affix the ICICI Bank rubber stamp on the
photograph and the identity proof and should be
certified as “ Verified with Original”.
In case the signatory/ies are getting added under
delegated authority, the relevant document where the
delegation is documented should be submitted. E.g. in
case of addition of POA holder, the person signing POA
should have authority to do so and document in support
4 of the authority should be submitted. In case the official
requesting is having delegated authority by way of a BR
or an office order, the relevant BR/office order should
be submitted.
POA should be executed in firms capacity.
Format of Power of attorney as per Annexure E
TASC 1 Board Resolution duly dated and signed by two trustees
 Category of Documents Required to be taken in case of
the Applicant Additions of Signatures
or members.(signature should be under the appropriate
rubberstamp).
Photograph of the new applicant and self attested proof
of identity as per circular 9674. The Bank official should
2 affix the ICICI Bank rubber stamp on the photograph
and the identity proof and should be certified as “
Verified with Original”.
In case the signatory/ies are getting added under
3 delegated authority, the relevant document where the
delegation is documented should be submitted.
As per Circular 10465 POA can be added in HUF Savings
account. No additions of signatures can be done in a
HUF
HUF current account, as HUF cannot appoint a POA for
operating the account.
Request Letter Should be signed by existing signatory
as per Mode of operation. if there are no signatories left
in that government department, then such Government
1
Government order (GO can be obtained which shall delegate the
Government authority to sign the request letter to any person name
bodies like BMC, therein.
Tahsildar, Handover/Takeover Documents in case New Signatory
2
Maharashtra is getting replaced with the Existing Signatory.
state electricity 3 Office Order issued by a government Authority
board, Ministry Photograph of the new applicant and self attested proof
of state of identity as per circular 11872 / 11873. The Bank
government etc. official should affix the ICICI Bank rubber stamp on the
4
photograph and the identity proof and should be
certified as “ Verified with Original” or KYC Report as
prescribed in circular 11873.
A request letter not older than 3 months on the
Companies letterhead signed by the authorised
signatory(s) in the account as per existing MOP.
1 Note: In case there are no signatories left with a
company then, a new signatory must be nominated by
way of BR and he shall then be authorized to sign the
request letter.
Banks /Coop BR should be signed by the Officer not below the Rank
Banks / Regional 2
of General Manager or Secretary.
Rural Banks /
Photograph and identity proof of new signatory. All the
Capital Local 3
documents to be self attested and OSV done.
Area Banks
4 Byelaws in case Authority of BR is not clear.
In case Board has delegated authority to add
signatories to any of the official, then a letter of request
to add signatures with copy of the Board resolution
5
delegating the power should be submitted to Branch.
The copy of the Board Resolution should be attested by
Secretary.
Limited Liability 1 A request letter on the LLP letterhead duly signed by All
 Category of Documents Required to be taken in case of
the Applicant Additions of Signatures
Partners or Designated Partners (Designated
Partners if allowed by LLP agreement)
Copy of LLP agreement (executed on Stamp paper or
franked), signed by all partners. Copy must be attested
2 by all designated partners at least on last page under
firm’s rubber stamp (for capacity) and all pages must
be originally seen & verified by bank official.
Notarized Power of Attorney (POA) / LLP letter signed by
all partners (or designated partners, if allowed by LLP
agreement), if account is operated by other than
partners. Attested Identity proof of POA holder and
3 photograph to be obtained.

The Bank official should affix the ICICI Bank rubber

Partnership stamp on the photograph and the identity proof should
certified as “Verified with Original”.
LLP Letter format as per Annexure 5 (circular 11873).
All Partners/ Designated Partners (Designated Partners
if allowed by LLP agreement) should sign and
4
authenticate all pages of Partnership letter, under
rubber seal (for capacity). It should be on the Firm's
Letterhead.
Identity proofs of authorized signatories whose
signature to be updated duly attested by bank official
5
with Original seen verified and self attested by client
under company stamp.
Specimen Signature & latest Photograph of authorized
6 signatories whose signature to be updated, duly
attested by bank official.
ICICI bank
1 Request letter signed by existing signatory
accounts
2 Copy of ICICI bank identity card
3 Approval from CMII and above

Please note :
 Photograph and Specimen Signature (In a letter duly attested by branch or any
such form which has a provision of photograph and signature) of signatory is
mandatory even for existing signatory.
 In case if company is unable to provide the KYC of any signatories , in such cases
signature of other authorized signatory mentioned in request letter and for whom
KYC is provided, their signatures would be updated. Branch has to provide
declaration (as per Annexure) balance signatory would be updated & branch has to
inform the customer about partial updation of signatory. ( Refer Circular 11191 )
 Identity proof and Board resolution should be as per the prevalent KYC Guidelines.
  In all the cases where POA holder is added, photograph and ID proof of POA holder
self attested and duly ' Verified with Original' done by branch should be taken.

In case of addition of new signatory identity proof of signatory should not be asked for if
the mentioned person is having a Current A/c with the same title in case of Co.
/SP/Partnership and Individual account with ICICI bank (The requirement shall be in line
with the KYC guidelines approved vide PAC Note – KYC guidelines for Current Accounts
approved during the PAC Meeting held on August 07, 2009). However if the existing
account is more that 2 years old and Re-KYC / HKYCM updation of that account has not
happened then a valid ID proof and address proof as per circular 11872 /11873 should be
taken duly self attested and OSV done.

 In case of Death of Karta signature in the account can be changed in following

circumstances
 If the Karta dies, the surviving eldest male member (co-parcener) becomes the
Karta of the account.
 Copy of death certificate (verified with original) along with fresh AOF and HUF Form
signed by all co-parceners / members is obtained.
 The title of the HUF may continue as before, if the account is in the family name.
Name and signature of authorized signatory is changed in account and new Karta
of HUF can start operating the account. There is no DFP applicable since settlement
in terms of financial payout is not being carried out.
 If the account is in the name of the HUF and the his wife wants to operate the
account as manager of HUF, she may be allowed to operate provided all members
of HUF agree for same and submit a letter to the Bank signed by all members of
the family agreeing to the fact that she is the manager.
 According to section 6 of The Hindu Succession Act, 1955 as amended in 2005, in
Joint Hindu Family governed by the Mitakshara School, a daughter of a coparcener
 I by birth become a coparcener in her own right the same manner as the son;
 l have the same rights in the coparcenary property as she would have had if she
had been a son;
 l be subject to the same liabilities in respect of the said coparcenary property as
that of a son.
 As a general rule, the father of the family, if alive, or in his absence, the senior
 member of the family, is entitled and presumed, to manage the joint family
property.
 As per the existing KYC guidelines for private limited and limited companies,
identity proof document for authorized signatories needs to be obtained at the
time of account opening. Further with the objective of strengthening due diligence
measures at the time of opening accounts of companies, the following changes
were made:

 In case director/partner is an authorized signatory, copy of PAN card should be

obtained as preferred document as identity proof and details of the same should be
mentioned in the bridger sheet. In case PAN card is not available, any other valid
identity proof from list of Officially Valid Documents (OVD) may be accepted with
BM/CBM/RHS approval for non-availability of PAN card. The said process will also be
applicable for proprietor/partner/karta as well
 In case director/partner is not an authorized signatory, PAN of
director/partner should be mentioned in the bridger sheet in the field
"Identity Proof Number". In case of PAN is not available, approval from
BM/CBM/RHS needs to be obtained. The guidelines for obtaining PAN/DIN in
shareholding pattern (Annexure 19) will continues as per circular 11873

Process at Branch:
 A request letter and the required documents as mentioned above from existing
account holders duly signed as per the mode of Operation should be in line with
the extant KYC policy of the Bank.
 If the new signatory wishes to have any of the channel access e.g. debit card
/CIB /Phone Banking, the same should be availed by submitting Channel
Registration Form (CRF) separately
 In case of individual and sole proprietary concerns, if account has an existing
nomination, all account holders must sign Form DA 1 afresh to confirm the
nominee.
 Self-attestation by the applicant(s) and ‘Verified with Original’ stamp by Bank
official will have to be affixed on the copies of documents obtained.
 Bank official, should verify the signature(s) of the account holders submitting their
request.
 Branch should check the above requirements and in case of any discrepancy,
 inform the customer immediately.
 Branch should raise SR “CORPORATE_Account Modification CORP_Signature
Add/Mod/Del“ and attach the supporting documents to the SR. In case the
attachment is large in size, then documents should be scanned in Omnidocs &
SR should contain the Scan reference number.
 In Case of addition of New signatory in existing account, branches would be
forwarding copy of Bridger information sheet along with the request. Format of
Bridger information sheet is as per Annexure I.

Deletion of Signature / Signatory (ies):

Documents required for the above request are as follows:
Category of
Documents Required to be taken for deletion of
the
signature
Applicant
There would be no deletion of signatures if the account
1
is operated singly. Account needs to be closed
If the account is in joint operation then a letter signed
2 by all the joint account holders including the person
Individual
getting deleted.
If one of the joint holders is deceased, then letter
3 signed by remaining signatories and death certificate
of deceased signatory.
There would be no deletion of signatures to a sole
1
proprietors account. Account needs to be closed
If authorised signatory or POA holder operates the Sole
Sole
Proprietors account, for deletion of such signatory,
Proprietor
2 letter, signed by sole proprietor on firm’s letterhead. If
letter head is not available, then the request letter
should be signed under the authority of Sole Proprietor.
Partnership Death of the partner dissolves the partnership firm,
Firms unless there is a contract to the contrary for non-
dissolution of the firm. If there is no provision in the
1 partnership deed, for dissolution of the firm in case of
death or retirement, a request letter signed by all
existing partners for deletion of the signatory on the
firm’s letter head.
Verified with original stamp from branch along with self
declaration from customer as true and updated copy of
the Reconstituted Partnership Deed duly attested by all
2 the existing partners and deed submitted at the time of
account opening and the subsequent deeds to be
accepted. Mode of operation should be clearly
mentioned in the Partnership deed.
3 If the account is operated by authorised signatory or
POA holder, then for deletion of such signatory, letter
 Category of
Documents Required to be taken for deletion of
the
signature
Applicant
signed by all the partners on firm’s letterhead. True and
updated copy of latest partnership deed should be
submitted to ascertain if all the partners have signed
the request letter.
A request letter not older than 3 months on the
Companies letterhead signed by the authorised
signatory(s) in the account as per MOP.
Company's
Note: In case there are no signatories left with a
(Public & 1
company then, a new signatory must be nominated by
Private)
way of BR and he shall then be authorized to sign the
request letter.
Format of request letter as per Annexure H
Board Resolution duly dated and signed by Two
Directors or the Company Secretary (signature should
be under the appropriate rubberstamp).
Note :If BR is older than 6 months, it will be accepted if
2
signed and acknowledged as “True & Updated”, by
Company Secretary or by a person authorized to sign
certified copy of BR.
Format of Board Resolution as per Annexure F
Trust / Clubs /
Board Resolution duly dated and signed by two
societies and 1
trustees or members.
Associations /
Deletion of signatory in HUF account happens on death
of the " Karta". It would mean appointment of a new
HUF 1
"Karta" Signature of New Karta would be updated on
death of Existing Karta
A request letter not older than 3 months on the
Companies letterhead signed by the authorised
signatory(s) in the account as per existing MOP.
1 Note: In case there are no signatories left with a
company then, a new signatory must be nominated by
way of BR and he shall then be authorized to sign the
Banks /Coop request letter.
Banks /
BR should be signed by the Officer not below the Rank
Regional Rural 2
of General Manager or Secretory.
Banks /
Byelaws in case Authority of the Officer Signing the BR
Capital Local 4
is not clear.
Area Banks
In case Board has delegated authority to delete
signatories to any of the official, then a letter of
request to delete signatures with copy of the Board
5
resolution delegating the power should be submitted to
Branch. The copy of the Board Resolution should be
attested by Secretary.

Process at Branch:
 Branch officials should verify the signature on the request letter.
  ATM/Debit card, if any, in the name of the signatory should be surrendered at the
branch. Branch should arrange to have the card hot listed and physically
destroyed.
 Deletion of name cannot be carried out for loan / overdraft accounts.
 There should not be any freeze on the account.
 In case of individual accounts, customer must be informed that no further credits
will be accepted in the name of the account whose name is deleted.
 Branch should inform the customer that any cheques signed by the account
holder whose name has been deleted would not be honoured.
 Self-attestation by the applicant(s) and ‘Verified with Original’ stamp by Bank
official will have to be affixed on the copies of documents obtained.
 Branch should check the above requirements and in case of any discrepancy,
inform the customer immediately.
 Branch should raise SR “CORPORATE_Account Modification CORP_Signature
Add/Mod/Del “ and attach the supporting documents to the SR. In case if the
attachment is large in size, then documents should be scanned in Omnidocs &
SR should contain the Scan reference number. Branches without the scanner
would have to forward the physical application form to COPS
 If the signatory deleted is having channel access e.g. debit card /CIB /Phone
Banking, the branch needs to get the same deleted by submitting Channel
Registration Form (CRF) separately

Modification in the style of specimen signatures/signatory (ies):

Documents required for the above request are as follows:

Category of Documents Required to be taken for change in
the Applicant style of signature
If customer is able to sign in both old and new style, then
letter-giving specimens of both old and new styles should
1
be obtained. The request letter should be signed as per
existing signature available with the Bank.
If customer is not able to sign in the existing style, an
affidavit should be obtained in support of change in
Individual
2 signature. The signature should be attested by Bank
official having signed in his/her presence and the affidavit
needs to be notarized.
If case of joint operations, the request letter for change in
3 style of the signature of the signatory should be signed
by all the joint holders.
 Category of Documents Required to be taken for change in
the Applicant style of signature
If sole proprietor is able to sign in both old and new style,
then letter-giving specimens of both old and new styles
should be obtained. The request letter, on the letterhead
1 of the firm, should be signed as per existing signature
available with the Bank. If letter head is not available,
then the request letter should be signed under the
authority of Sole Proprietor.
Sole Proprietor If sole proprietor is not able to sign in the existing style,
(SP) an affidavit should be obtained in support of change in
signature. The signature should be attested by Bank
2
official having signed in his/her presence. The request
letter should be on the letterhead of the firm. The
affidavit needs to be notarized.
If POA holder wants to change the style of the signature,
3 the same should be attested by the sole proprietor on the
firms letterhead.
A letter from the partners as per mode of operations to
be obtained.
In cases where a single authorised signatory is updated a
letter signed by all partners should be obtained along
with a copy of the latest partnership deed.
Partnership
1 The authorised signatory whose signature is undergoing a
Firms
change in style shall need to compulsorily sign in the
presence of Bank’s official evidencing the modified
signature.
The Branch Official should verify the identity of the
customer before accepting the request.
In case of change of style of the signature of the
authorised signatory of a company, a request letter from
the MD&CEO / Chairman & CEO/ 2 Directors / 1 Director +
Company Secretary verifying the modified signature of
1 the authorised signatory has to be obtained and the
authorised signatory has to compulsorily sign in presence
of Bank's official evidencing modified signature of the
Company's authorised signatory for taking the modified signature on
(Public & banks records.
Private) Also if signature of MD &CEO/ Chairman & CEO is
undergoing a change, then letter from two directors with
company secretary verifying the modified signature of
the authorised signatory has to be obtained and the
2
authorised signatory has to compulsorily sign in presence
of Bank's official evidencing modified signature of the
authorised signatory for taking the modified signature on
banks records. If in case of company,
Trust / Societies/ 1 In case of Trusts/associations letter from the members to
Clubs and be obtained and that has to be compulsorily signed in
Associations / presence of Bank’s official evidencing both existing and
 Category of Documents Required to be taken for change in
the Applicant style of signature
Banks modified signature .
If karta is able to sign in both old and new style, then
letter-giving specimens of both old and new styles should
1
be obtained. The request letter should be signed as per
existing signature available with the Bank.
HUF If karta is not able to sign in the existing style, an
affidavit should be obtained in support of change in
2 signature. The signature should be attested by Bank
official having signed in his/her presence and the affidavit
needs to be notarized.
A request letter on the LLP letterhead duly signed as per
mode of operations to be obtained.
In cases where a single authorized signatory is updated a
letter signed by All Partners or Designated Partners
(Designated Partners if allowed by LLP agreement) should
be obtained along with a copy of LLP agreement
(executed on Stamp paper or franked), signed by all
partners. Copy must be attested by all designated
Limited liability
partners at least on last page under firm’s rubber stamp
partnership 1
(for capacity) and all pages must be originally seen &
verified by bank official.
The authorized signatory whose signature is undergoing a
change in style shall need to compulsorily sign in the
presence of Bank’s official evidencing the modified
signature.
The Branch Official should verify the identity of the
customer before accepting the request.

Process at Branch:
 Branch officials should verify the signature on the request letter.

 The documents should be obtained as mentioned in the above table.

 Branch should inform the customer that any cheques signed by the signatory in
the old style will not be honoured.
 Branch should check the above requirements and in case of any discrepancy,
inform the customer immediately.
 Branch should raise an SR under the head “CORPORATE_Account Modification
CORP_Signature Add/Mod/Del“ and attach the supporting documents to the SR. In
case if the attachment is large in size, then documents should be scanned in
Omnidocs & SR should contain the Scan reference number. Branches without a
scanner would have to forward the physical application form to COPS
Process at CLOG COPS for addition/deletion/modification:
 COPS would scrutinise the documents for correctness and completeness.

 If the required documents are in order, COPS would arrange to incorporate the
changes in finacle with respect to addition, deletion and modification of signatures.
 The team will update the signature and name of the signatory in case of addition
and in case of deletion, the signatures will be deleted
 For rejection of applications received in physical form, the application is sent back
to the forwarding branch. SM needs to clearly mention his name, employee id &
the branch address.
 COPS would process request received through FCRM/Physical

 In case of addition, Bridger sheet is received. The same is forwarded for data entry
for creation of separate Cust Id and linking is done.

Modification in the Mode of Operation of accounts

Documents required for the above request are as follows:

Category of Documents Required to be taken for change in
the Applicant Mode of Operation
There would be no change in MOP in an Individual
1
account if he is solely operating the account
Individual
In case the signature is to be changed for POA holder
2
then request letter signed by individual needs to be taken
There would be no change in MOP in a Proprietorship
1
account if he is solely operating the account
In case the signature is to be changed for POA holder
Sole Proprietor
then request letter on letter head signed by Proprietor
(SP)
2 needs to be taken . In case if letter head is not available
the letter has to be signed under the authority of the
Proprietor
A request letter signed by all the partners
Copy of Partnership deed form the time of account
Partnership
1 Partnership letter is required for MOP change in
Firms
partnership firm account

A request letter signed by authorised signatory as per

Company's Existing mode of operation
(Public & 1
Board resolution duly signed by two director or the
Private)
company secretary on company's letter head
Trust / Societies/ 1 A request letter signed by authorised signatory as per
Clubs and Existing mode of operation
Associations / Board resolution duly signed by two trustees or Members
 Category of Documents Required to be taken for change in
the Applicant Mode of Operation
Banks or chairman or secretory or president
There would not be any change in MOP in case of HUF
HUF 1
accounts as he is solely operating the account.
A request letter on the LLP letterhead duly signed as per
mode of operations to be obtained.
Limited liability
partnership 1 Deeds from the time of account opening needs to be
collected
LLP Letter required

Process at Branch:
 Branch officials should verify the signature on the request letter.

 The documents should be obtained as mentioned in the above table.

 Branch should check the above requirements and the identity of the customer.

 Branch should raise an SR under the head “CORPORATE_Account Modification

CORP_Signature Add/Mod/Del“ and attach the supporting documents to the SR. In
case if the attachment is large in size, then documents should be scanned in
Omnidocs & SR should contain the Scan reference number. Branches without a
scanner would have to forward the physical application form to COPS

Process at CLOG COPS for MOP change :-

 COPS would scrutinise the documents for correctness and completeness.

 If the required documents are in order, COPS would arrange to incorporate the
changes in finacle with respect to Mode of operation
 For rejection of applications received in physical form, the application is sent back
to the forwarding branch. SM needs to clearly mention his name, employee id &
the branch