DAY 1

Vision Statement:
“To Build a World Class Bank in India that’s guided by Ethics
powdered by Technology and a force for Social good.”

VRM THANE OFFICE - BRANCH CODE = 10114

Role of VRM (VIRTUAL REALTIONSHIP MANAGER)

 Maintaining Book Size
 Attending Inbound/Outbound calls
 Achieving Targets through Sales and Service Approach
 Maintaining Quality standards on Ethical Values
 Being A Team Player

Bank of All Banks – RESERVE BANK OF INDIA (RBI)

BANKING STRUCTURE
RETAIL LIABILITIES RETAILS ASSETS
(DEPOSIT / WITHDRAWAL) LOANS)

An Existence of Bank depends on:

 CAPITAL ADEQUACY RATION CAR
 GROSS NET PROFIT (GNPA/NNPA)
 CASA RATIO
 NII NIIM BANK PROFITALBILITY
 RETAILS FOCUS

IDFC FIRST Bank has transformed from Infrastructure to Retail Banking in four years since
merger, increasing CASA ratio from 8.6% to 49.77% (March 31, 2023) and increased retail deposits
from 27% to 76% of total deposits, and set up 809 branches and 925 ATMs.
BANK LIABILITIES

 Savings A/C
 Current A/C
 Fixed Deposit/ Recurring Deposit
 NRI/NRE

BANK ASSESTS

 Home Loan
 Mortgage Loan
 Vehicle Loan
 Personal Loan
 Education Loan
 Loan against Securities
 Credit Cards
 Business Loans
 Working Capital

BANK INSTRUMENTS

 Cheque
 Demand Draft (DD)
 ECS
 NACH

PAYMENT MODES

 NEFT
 IMPS
 RTGS
 UPI

ALL GOVT TRNX PAYMENT MODES ARE ONLY THROUGH NEFT

NEFT Online & Mobile Banking Limit 20Lakhs

EOD – End of Day (Calculated by 11.59pm)

EOP – End of Period (Calculated as End of Term)

AMB – Average Monthly Balance (Calculated from 1-30th)

NMC – Non-Maintenance Charges

 Calculation of AMB AVERAGE MONTHLY BALANCE)

AMB = SUM OF EOD BALANCE IN MONTH

TOTAL DAYS IN THE MONTH

ZERO FEE BANKING ON ALL COMMONLY USED SAVING ACCOUNT SERVICES

(28 FREE SERVICES)

Saving Account: 2 VARIANTS (10k / 25k)

Savings 25K Regular

 Complimentary Domestic Lounge Once per Quater
 Visa Platinum Debit Card
 Withdrawal Limit of Rs2 lakhs
 Purchase limit of Rs6 lakhs
 Interest of up to 7% per Annum
 Air Accident Insurance cover 1 Crore
 Purchase Protection of 1 Lakh
 2% Cashback up to Rs1500 on all Debit Card spends.
 Personal Accident Cover up to 35 Lakh.

Savings 25k Senior Citizen

 Complimentary Domestic Lounge Once per Quarter
 Sweep Out Facility Available
 Free Doorstep Banking
 Priority treatment at Branches
 Visa Platinum Debit Card
 Withdrawal Limit of Rs2 lakhs
 Purchase limit of Rs6 lakhs
 Unlimited Free ATM Transaction
 Air Accident Insurance cover 1 Crore
 Purchase Protection of 1 Lakh
 2% Cashback up to Rs1500 on all Debit Card spends.
 Personal Accident Cover up to 35 Lakh.
 Get an additional 0.5% on fixed deposit and Recurring deposit.
IDFC FIRST POWER 25K

 Complimentary Domestic Lounge Twice per Quarter

 Interest of up to 7% per Annum
 Monthly Spends offer on debit cards Spend Rs 10000 and get gift voucher of Rs 500
 50% off on First year locker rentals
 Platinum Debit Card
 Withdrawal Limit of Rs2 lakhs
 Purchase limit of Rs6 lakhs
 Interest of up to 7% per Annum
 Unlimited Free ATM Transaction Air Accident Insurance cover 1 Crore
 Purchase Protection of 1 Lakh
 Personal Accident Cover of 35 Lakh.

Savings Minor Under Guardian Account 25K

 Interest of up to 7% per Annum
 Complimentary Domestic Airport lounge access every One Quarter
 Unlimited Free ATM Transaction
 Air Accident Insurance cover 1 Crore
 Personal Accident Cover of 35 Lakh.
 Sweep out facility.
 Visa Platinum Debit Card

Savings 10K Regular

 Visa Classic Debit Card
 Withdrawal Limit of Rs 1 lakhs
 Purchase limit of Rs 1.5 lakhs
 Interest of up to 6.5% per Annum
 Unlimited Free ATM Transaction
 Air Accident Insurance cover 30 lakhs
 Lost Card liability 1.5 lakhs
 Personal Accident Cover up to 2 Lakh.

Savings 10k Senior Citizen

 Sweep Out Facility Available
 Free Doorstep Banking
 Priority treatment at Branches
 classic Debit Card
 Withdrawal Limit of Rs1 lakhs
 Purchase limit of Rs4 lakhs
 Personal Accident cover 5 lakhs
 Air Accident Insurance cover 30lakhs
 Purchase Protection of 50000

IDFC FIRST POWER 10K

 Interest of up to 7% per Annum
 25% off on First year locker rentals
 Classic Debit Card
 Withdrawal Limit of Rs 1 lakhs
 Purchase limit of Rs 4 lakhs
 Lost card liability protection up to Rs 4 lakhs
 Interest of up to 7% per Annum
 Air Accident Insurance 30 lakhs
 Personal Accident Cover of 5 Lakh.

Savings Minor Under Guardian Account 10K

 Withdrawal Limit of Rs 10000
 Purchase limit of Rs 4 lakhs
 Lost card liability 4 lakhs
 Purchase protection of 50000
 Interest of up to 7% per Annum
 Unlimited Free ATM Transaction
 Air Accident Insurance cover 30 lakhs
 Personal Accident Cover of 5Lakh.
 Sweep out facility.
 Visa Classic Debit Card

First Prodigy Minor Self Operated Savings Account 25k

 Withdrawal Limit of Rs 10000
 Purchase limit of Rs 10000
 Interest of up to 7% per Annum
 Unlimited Free ATM Transaction
 Air Accident Insurance cover 1 Crore
 Personal Accident Cover of 35 Lakh.
 Sweep out facility.
 Internet Mobile Banking
 Debit Limit if RS 40000
 Visa Platinum Debit Card

FIXED DEPOSIT
 Cumulative FD (Principal + Interest) Compounding ROI
 Quarterly Interest Payout (Interest paid 3 months as bank policies)
 Monthly Interest Payout (Interest paid every month)

80C FD Tax Saver Invest Minimum 2k to Maximum 150000 for locking period of 5 Years.
TDS Applicable -FORM H Sr Citizen Interest Income Exceeds 50000
FORM 15G Individual Interest Income Exceeds 40000
STANDALONE FD CAN ONLY BE CRAETED AT THE BRANCH

CALCULATION OF INTEREST
AMOUNT x (Rate of Interest /100) x No of Days /365

Leap Year Considered as 366.

Fixed Deposit Overdraft Facility – OD over fixed deposit placed on the account.

CALCULATION
ROI / 100X no of days in a month / No of days in a year

FIXED DEPOSITS INTEREST TABLE

Savings Account Rate (Domestic, NRE & NRO) Interest payable on Savings
account will be calculated on a progressive basis, as per the table in the rate
slabs described below. For description of “progressive” with examples, please
 refer to notes after the table. Balance (Rupees) Rate of Interest (% p.a.)
(Progressive)
<= 1 Lac 3.00% >
1 lac <= 5 lac 4.00% >
5 Lac <= 50 Cr 7.00% >
50 Cr <= 100 Cr 5.00% >
100 Cr <= 200 Cr 4.50% >
200 Cr 3.50% (Effective from 01/01/2024)

SERVICE REQUEST FOR FD/RD

Liabilities- Query – Deposit - TD/RD Enquiry - FTR & Closed

SERVICE REQUEST FOR OD -FD

Liabilities – Query - Payments – Fund Transfer - FTR&CLOSED

SERVICE REQUEST FOR SALARY BOOSTER

Liabilities – Request – Salary Booster – Limit Setup – Sent to Ops - TAT 48 hours

DAY 2

RELATIONSHIP BANKING ON BOARDING – (RB ON BOARDING)

3 PROGRAMMS: -
  FIRST SELECT
 FIRST WEALTH
 FIRST PRIVATE (NOT MAPPED TO VRM - ULTRA HNI CX)

Account Upgrade Criteria: (Any 1)

First Select First Wealth First Private

SA AMB 3L 10L 1Cr
Salary Credit 2L 5L 10L
ORV 15L 50L 3Cr
AUM 7.5L 25L 1Cr
Insurance 2L 5L 10L
HL 75L 2Cr 4Cr
LAP 75L 2Cr 4Cr
Car Loan 10L 20L 40L

Qualified for First Private Credit Card- ONLY Private Customer gets only on Invite

Notes*
 Saving Account AMB – Last 6 months AMB considered for central ETB.
 Salary Credit – Corporate Salary Accounts
 ORV – Overall Relationship Value
 AUM – Asset Under Management (Mutual Funds)
  Insurance WRP (Weighted received Premiums) – Min 5 years premium paying
policy.
 Home Loan – Existing with IDFC Only
 Loan Against Property - Existing with IDFC Only
 Car Loan - Existing with IDFC Only

EXCLUSIVE BANKING PRIVILEGES

Features First Select First Wealth First Private

AMB - - -
Forex 30p 40p 50p
Loans - - -
Locker - - -
Doorstep Banking 5 15 Unlimited

Notes*
AMB – Non- Maintenance charges waived off.
Forex – Charges less than the current rate
Loans - Preferential rates on PL, HL, LAP, 2W, AUTO LOANS Etc
Locker Facility - Basis on Availability
FW 2 Free locker+50%off on additional 2 lockers
FP 2 Free locker+50%off on additional lockers
Doorstep Banking Services – Cheque Pickups per month

REFER CARDS TO FIRST [Link]

Pre-Approved – All checks of the account completed (PL, Credit card) Documentation
not required. Bank does verification on the basis of FOIR and details existing with the
bank then loan is provided.

Pre-Qualified – Customer Qualifies for the product however documentations need to be

furnished on the basis of which documents BGG done and then product approved.

RB On Boarding can only be done after the Customer acknowledges the Consent Link
sent.

RELATIONSHIP BANKING Consent

SFDC – Activity -SMS– Privilege Banking – Sent

RELATIONSHIP BANKING UPGRADE

Raise Service Request (Activity – Cases – New – Liabilities – Request – Relationship
Banking -Programme Upgrade - Account no – Reason of upgrade- Submit

CUSTOMER CAN KEEP 3 CARDS

 Unsecured Card
 Secured Card
 Co-Branded Cards

FIRST REWARDS POINTS FOR PROGRAMMED CARDS

 250 points on first Bill payment via app/ net banking every month
250 points for FIRST Select, 250 points for FIRST Wealth and 250 points for FIRST Private
 1 point for every Rs. 150 spent via debit card on offline purchase
2 points for FIRST Select, 3 points for FIRST Wealth and 4 points for FIRST Private
 10 reward points for every Rs. 150 spent via debit card on incremental monthly spends above Rs. 50,000 in a
month
Applicable for monthly spends above Rs. 50,000 for FIRST Select on every Rs. 100, above Rs. 50,000 for FIRST
Wealth on every Rs. 100 and above Rs. 50,000 for FIRST Private on every Rs. 100 (w.e.f. 1st December 2023).
  2 points for every Rs. 150 spent via debit card all online purchases
3 points for FIRST Select, 4 points for FIRST Wealth and 6 points for FIRST Private
 2000 points on first debit card transaction above Rs. 1000
4000 welcome points for FIRST Select, 8000 welcome points for FIRST Wealth and 20000 welcome points for
FIRST Private. *Valid only if you are using your Debit Card for the first time; that is, if you’ve never previously
spent using your Debit Card before 14th July, 2023
 10X reward points for every Rs. 150 spent via debit card on incremental monthly spends above
Rs. 50,000 in a month
Applicable for monthly spends above Rs. 50,000 for FIRST Select on every Rs. 100, above Rs.
50,000 for FIRST Wealth on every Rs. 100 and above Rs. 50,000 for FIRST Private on every Rs.
100 (w.e.f. 1st December 2023).

EVERY TIME REWARD POINTS ARE REDEEMED THERE IS CHARGE OF Rs 99 +GST.

REWARD POINTS DON’T EXPIRE.
REWARD POINTS TAKES 14 DAYS TO BE CREDITED INTO CUSTOMERS ACCOUNT.
EVEN AFTER 14 DAYS IF THE CX HASN’T RECIVED THE POINTS (ABOUT THE REWARDS &
BENEFITS) DEBIT CARD PRODUCT TEAM NEED TO BE MAILED.

DEBIT CARDS

FIRST PRIVATE DEBIT CARD

 Metal Card with a HEART

 Airport Complimentary lounge

a) Domestic Airport Complimentary lounge access for you and companion (Max 4+4) per
Quarter (Charge 2 Rs REFUNDABLE within 24 hours)
b) International Airport Complimentary lounge access for customer 6 per Quarter (Charge
35 USD which would be reverted back within 10 days) (No Companion ALLOWED)

 Unparallel Insurance Limits

a) Personal Accident Insurance cover of Rs. 1,50,00,000
b) Air Accident Insurance cover of Rs. 5,00,00,000
c) Purchase Protection cover of Rs. 2,00,000
d) Lost Card Liability cover of Rs. 15,00,000
e) Fraudulent Cover (Theft of Funds (Unauthorized Digital Transactions), ii. Identity
Theft) of Rs. 5,00,000
f) Trip cancellation Cover of Rs. 1,00,000
g) Travel Insurance Cover of $10,000
h) In case of fire/theft/burglary, the FIRST Private Debit Card offers purchase
protection for up to 60 days from the date of purchase for transactions carried out
at merchant outlets/online using the card.
  Premium Lifestyle benefits

 Complimentary Concierge services

 Roadside Assistance - 24X7 TOLL FREE NO 1800-309-3916

a. Services included in Roadside Assistance are:
b. Towing of vehicle on breakdown/accident
c. Arrangement of alternate battery or Jump Start
d. Tyre Change
e. Breakdown Support
f. Taxi benefits on a chargeable basis
g. Arrangement of spare keys
h. Arrangement of fuel on a chargeable basis
i. Extraction or Removal of vehicle
j. Message relay to relatives/colleagues/emergency numbers
k. Ambulance Referral

 Golf access around the Country

a) You can avail 1 complimentary golf access per Month
b) You need to book a golf session or a golf game minimum 5 clear days (Excluding the
date of play and date of placing the booking) in advance & a maximum of 21 clear days
in advance.

 Enhanced ATM Withdrawals (Max 10lakhs/day)

 Enhanced POS Limit (Max 15 lakhs)

 PURCHASE PROTECTION - In case of fire/theft/burglary, the FIRST Private Debit Card

offers purchase protection for up to 60 days from the date of purchase for transactions
carried out at merchant outlets/online using the card.

FIRST WEALTH DEBIT CARD

 Enhanced ATM Withdrawals (Max 7lakhs/day) L

 Enhanced POS Limit (Max 12 lakhs)

 Airport Complimentary lounge

a) Domestic Airport Complimentary lounge access for you and companion (Max 3+3) per
Quarter (Charge 2 Rs REFUNDABLE within 24 hours)
b) International Airport Complimentary lounge access for customer 2 per Quarter (Charge
35 USD which would be reverted back within 10 days) (No Companion ALLOWED)

 Unparallel Insurance Limits

 a. Personal Accident Insurance cover of Rs. 1,00,00,000
b. Air Accident Insurance cover of Rs. 2,50,00,000
c. Purchase Protection cover of Rs. 1,00,000
d. Lost Card Liability cover of Rs. 12,00,000
e. Fraudulent Cover (I. Theft of Funds (Unauthorized Digital Transactions), ii.
Identity Theft) of Rs. 5,00,000
f. Trip cancellation Cover of Rs. 1,00,000
g. Travel Insurance Cover of $10,000

 Roadside Assistance - 24X7 TOLL FREE NO 1800-309-3916

a. Services included in Roadside Assistance are:

b. Towing of vehicle on breakdown/accident
c. Arrangement of alternate battery or Jump Start
d. Tyre Change
e. Breakdown Support
f. Taxi benefits on a chargeable basis
g. Arrangement of spare keys
h. Arrangement of fuel on a chargeable basis
i. Extraction or Removal of vehicle
j. Message relay to relatives/colleagues/emergency numbers
k. Ambulance Referral

 Golf access around the Country

1. You can avail 1 complimentary golf access per month.

2. You need to book a golf session or a golf game minimum 5 clear days (Excluding
the date of play and date of placing the booking) in advance & a maximum of 21
clear days in advance.

FIRST SELECT DEBIT CARD

 Airport Complimentary lounge

Domestic Airport Complimentary lounge access for you and companion (Max 2+2) per Quarter
(Charge 2 Rs REFUNDABLE within 24 hours)

 Unparallel Insurance Limits

1. Personal Accident Insurance cover of Rs. 50,00,000
2. Air Accident Insurance cover of Rs. 1,50,00,000
3. Purchase Protection cover of Rs. 1,00,000
4. Lost Card Liability cover of Rs. 10,00,000
5. Fraudulent Cover (Theft of Funds (Unauthorized Digital Transactions), ii. Identity
Theft) of Rs. 5,00,000
6. Trip cancellation Cover of Rs. 1,00,000
7. Travel Insurance Cover of $10,000
  Roadside Assistance – 24X7 TOLL FREE NO 1800-309-3916

1. Services included in Roadside Assistance are:

2. Towing of vehicle on breakdown/accident
3. Arrangement of alternate battery or Jump Start
4. Tyre Change
5. Breakdown Support
6. Taxi benefits on a chargeable basis
7. Arrangement of spare keys
8. Arrangement of fuel on a chargeable basis
9. Extraction or Removal of vehicle
10. Message relay to relatives/colleagues/emergency numbers
11. Ambulance Referral

 Enhanced ATM Withdrawals (Max 5lakhs/day)

 Enhanced POS Limit (Max 10lakhs/day)

GROUPING FOR RB ON BOARDING

 Customer who are linked with each other through a predefined relationship and
treats them as a part of Single Group
 Programmed and Non- Programmed Customers
 Grouping 1 +7
 Members of HUF & Family / Extended Families
 AMB needs to be Maintained by the Main Account Holder so that all members in
the group enjoy the benefits of the Primary Account Holder
 For Programmed Customers the grouping is done with the Highest Variant of the
Account to enjoy the Max benefits.
 Age of Account takes precedence over

Eligible Relationship for Grouping

 Members of HUF
 Father/Mother
 Step-Father / Step-Mother
 Son/Stepson
 Daughter / Stepdaughter
 Brother/Stepbrother
  Sister/Stepsister
 Spouse
 Grandfather/Grandmother (paternal/maternal)
 Childs Spouse
 Grandchild
 Grandchild’s Spouse
 Brother-in-law/ Sister-in-law / Mother-in-law/ Father-in law
 Guardian
 Mandate Holder

SMS FOR UPGRADE

Activity – Sent SMS – Product -Privilege Program Service -Privilege Program consent

MANUAL SERVICE REQUEST FOR ELATIONSHIP BANKING PROGRAMME

UPGRADE

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Request) – Category
(Relationship Banking) – Sub Category (Program upgrade) – Account Number (xxxxx) –
Source Branch (Quantum VRM Thane) – Authentication mode (Form Based) – Bar code
(Acc no) - New Program (First Select/First Wealth/Private) – RM Name (Bincy Aji) -
Rational for Upgrade (AMB/AUM/ORV/HL/PL) - Status code (SENT TO OPS) – Save

SERVICING FOR DEBIT CARDS

DEBIT CARDS
 Visa Signature (Only for Existing customers)
 Visa Platinum
 Visa Classic

Features Visa Signature Visa Platinum Visa Classic

ATM 2 Lakhs 2 Lakhs 50,000
POS 6 Lakhs 6 Lakhs 1.5 Lakhs

Activation Offer YES YES NA

Lounge Access 1/per Quarter 2/per Quarter NA

Personal Accident 35 Lakhs 15 Lakhs NA

Air Accident 1Cr 25 Lakhs NA

Lost Card liability 6Lakhs 2Lakhs 50,000

Purchase protection 1 Lakh 50,000 NA

Fuel Surcharge Waiver YES YES NA

Dining Offers YES YES YES

Features:
a) POS/Ecommerce
b) ATM Withdrawal
c) Segregate between Domestic/ International
d) Contactless Payment
If Customer calls for any issues with Lounger Services/Insurance /Reward points/Golf/Discounts raise a
SERVICE REQUEST.

Mail to Team debitcardproduct@[Link] for any Queries.

IN CASE OF DEATH OF CUSTOMER GUIDE THE FAMILY MEMBER TO THE

BRANCH

Raise A Query Service Request for Benefit

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Query) – Category (Debit Cards) – Sub Category
(Debit Card offers) – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) – Authentication mode ()
– Bar code (Acc no) - Status code (FTR & Closed) – Save

Raise A Request SR for Benefit Not Received

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Request) – Category (Debit Cards) – Sub Category
(Debit card offers) – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) – Authentication mode ()
– Bar code (Acc no) - Status code (Follow up) – Save
(SEND MAIL TO DEBIT CARD TEAM) (TAT -7 Days)
Once you receive an update from the Debit card team Call the Customer give related information and edit the
Open SR (Service request) And close the Status Code (Communicated & Closed).

If the TAT has crossed a New SR has to be Raised.

Raise A Query SR for FIRST REWARDS

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Query) – Category (First Rewards) – Sub Category
(Account transaction info/General program information) – Account Number (xxxxx) – Source Branch (Quantum
VRM Thane) –Validation (2 Validations to be taken) – Bar code (Acc no) - Status code (FTR &Closed) – Save

Raise A REQUEST SR for FIRST REWARDS

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Request) – Category (First Rewards) –
Subcategory (Redemption transaction issue/Redemption Voucher issue/Hotel/Flight Booking Issue/Welcome
Benefit Issue/Product order Related) – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Remarks (write the issue) - Validation (2 Validations to be taken) – Bar code (Acc no) - Status code (Sent to Ops)
– Save
If the customer complains about reward points check the Account with Merchant Code/Date of Transaction. (Check and
confirm the Error with the Customer) (Follow Up and Close the SR)

Accordingly tag the account as Service Query or Service Request.

If the customer accounts show sufficient reward points and the merchant code valid for receiving reward points then go
ahead and raise a request after 14 days.

14 DAYS TAT FOR REWAR POINTS TO BE UPDATED ON THE ACCOUNT

RETAIL LIABILITIES
DLMS (Deliverable Management Portal)
Welcome kit/Cheque Book/Debit Cards

 DLMS Stage 1 : BASE UPLOAD -

Reason - Deliverables are not dispatched from Bank side.
Resolution – Inform Customer to wait for 4 – 7 Working days
Exception – If TAT breached; please email to liabilitysupportdsk@[Link]
 DLMS Stage 2: IN TRANSIT
Reason: Deliverable are dispatched to communication address
Resolution: VRM must provide AIRWAY Bill no for reference
Exception: AWB no not available sent mail to liabilitysupportdsk@[Link]

 DLMS Stage 3: DELIVERED

Reason: Delivered to Cx address
Resolution: Delivered to Cx communication address
Exception: Cx hasn’t received the card/cheque or the cx doesn’t recognise the person
who got the card Hotlist the card and put stop on cheque

 DLMS Stage 4: STATUS MOVE TO VAULT

Reason: Failed to delivery and have returned to bank. RETURN TO ORGIN (RTO)

 DLMS Stage 5: BASE DESTROYED

Reason: After 28 DAYS the deliverables are in the Bank after which its Destroyed.
Place a new request for the same.

WELCOME KIT REDIRECTION/KIT REDISPATCH

Redirection request can be placed only to Nearest Branch. (28 Days Cycle)

Redispatch can only be done only to Communication address.

Welcome Kit is sent only Once to the Customer. If returned and destroyed from
Vault

Welcome Kit cannot be redirected to the Branch. It goes in vault and then
destroyed pot 28 Days. (TAT Time). It is must to be received at the
communication address registered with the bank.

Account is Debit Freeze until the Welcome kit is received at the registered
address need to change address on Optimus app, and later redispatch the
welcome kit to be sent to the updated address on file.

Redispatch is done when courier was moved to vault; the cx wants the card to be
dispatched to address.

Only to Updated address or Nearest Branch the deliverables can be sent.

Do Not take New Issuance request on the 28th day.

SERVICE REQUEST FOR REDISPATCH OF WELCOME KIT

POST ADDRESS UPDATION
Activity – Cases - New Case – LOB (Liabilities) – Case Type (Request) – Category (Deliverable redirection) –
Subcategory (Welcome kit) – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –-
Authentication Mode (Form based) - Dispatch mode (Courier post) – Dispatch Destination (Communication
address) - Validation (2 validations) - Status code (Sent to ops) – Save

QUERY SERVICE REQUEST FOR REDIRECTION OF CARD/ CHECK

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Query) – Category (Deliverable redirection) – Sub-
Category (debit card/ cheque) – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) -
Authentication Mode (Form based) – Dispatch Destination (branch/customer) – Bar code (Acc no) – Validation (2
validations) - Status code (Sent to Ops) – Save

TAT 7 WORKING DAYS

SERVICE REQUEST FOR REDIRECTION Replacement of Card/Cheque

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Request) – Category (Deliverable redirection) –
Subcategory (Debit Card/Cheque) – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication Mode (Form based) - Dispatch mode (Courier post) – Dispatch Destination (Nearest Branch) -
Validation (2 validations) - Status code (Sent to ops) - TAT (7working days) – Save.

SERVICE REQUEST FOR REDIRECTION - Cheque

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Request) – Category (Deliverable redirection) –
Subcategory (Cheque) – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) – Dispatch mode
(Courier post) – Dispatch Destination (Branch) - Authentication Mode (Form based) -Validation (2 validations) -
Status code (Sent to ops) – TAT (7working days) - Save

SERVICE REQUEST FOR REDISPATCH - Cheque

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Request) – Category (Deliverable redirection) –
Subcategory (Cheque) – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) – Dispatch mode
(Courier post) – Dispatch Destination (Communication address) - Authentication Mode (Form based) - Validation
(2 validations) - Status code (Sent to ops) –TAT (7 working days) – Save.

FUND TRANSFER
NEFT - National Electronic Fund Transfer
IMPS - Immediate Payment Services
RTGS - Real Time Gross settlement
UPI - United Payment Interface

Any payment made towards Govt is only done through NEFT.

LIMITS
NEFT - Online and Mobile Banking Limit 20 Lakhs.
Adding Beneficiary first 24hrs Rs 25000 Limit
Without adding Beneficiary Rs 5000 limit
Digital Wallet load Rs 2000
Tap & Pay Rs 5000
RTGS – Minimum Rs 200000 to Any amount
IMPS – Rs 500000 per transaction
UPI – Max 10 trnx in a day.
Per Transaction Rs 25000
Per day Rs 100000
Per Week Rs 350000
Per Month Rs 500000
If Cx facing issues with Fund transfer and still has limits Mail to
Netbank id: [Link]@[Link]
Mobilebanking id: Bto_optimus@[Link] with BMC ID.
(Need to raise a ticket on isupport)

Query SERVICE REQUEST

Liabilities - Query - Payments – Fund transfer – FTR &Closed
Follow Up Service Request
Liabilities – Query – Payment – Fund transfer - Follow up – 24/48 hours.

If the Cx wants Beneficiary details IMPS/RTGS/NEFT add BMC ID

 Send a mail to IMPS Team -imps_support@[Link]
 Send an email to NEFT/RTGS – neftcell@[Link]
 Send an email to RTGS – rtgscall@[Link]

DOOR-STEP BANKING

Check activation – Activation of DSB (Non Cash Service) – Door step banking – Y/N (Non
cash Flag field) – Status Code DBS Accepted – Save
Critical Verification Clearance - 1 +5

Door step Banking Service Request

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Request) – Category (Door step Banking)– Sub
Category (Activation of DSB-Non cash services/Activations of DSB Cash/ adhoc request) – Account Number
(xxxxx) – Source Branch (Quantum VRM Thane) – Bar code (Acc no) – Non Cash Flag (N) - Check Activation
(Y/N) – Authentication mode (Form Based) - Status code (FTR &Closed) – Save

CORE BANKING SERVICES - Bank code: 10115

 Active Account – Open Status

 Dormant Account – No trnx for more than 24 months
 Inactive Account – If there hasn’t been any trnx for 12 months
continuously.
 Unclaimed Account – No trnx nor amounts claimed for more
than 10 years bank automatically closes the account.

QUERY SERVICE REQUEST – CBS

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Query) – Category (Deosits) – Sub-Category
(Dormant account activation) – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) -
Authentication Mode (Form based) –– Bar code (Acc no) –- Status code (FTR &CLOSED)

VERIFICATION
List of verifiers:
 Mother’s Maiden Name
 Nominee Name
 No. of accounts in UCIC active loans in Finesse
 Name of Joint holder
 Driving License
 PAN Card

If cx calls from the registered mobile number Yes then+2 verification

If cx calls not call from registered mobile number the 5 verification

questions.

High Critical Areas:

 Statement request
 Cheque book request
 Interest certificate request
 Stop payment of cheque
 Stop payment revocation.
 Card block
 Card Unblock
 Card Hot listing
 Debit card Issuance
 Debit card reissuance
 Phone or email update
 Unblocking of any channel

Very high Non-shareable information

 Pan card
 Mother maiden name
 Credit Card charges
CHARGES REVERSAL INQUIRY – RETAILS LIABILITIES

Cx must maintain the AMB for enjoying the FREE 28 Services

kbgnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnk
Services Chargeable – Non Maintenance Charges AMB
 Cheque Return Deposited
 Cheque Return Issue
 Reissue Cheque
 DD
 Replacement Car
 Any ATM Charges
 Annual Debit card

NON-MAINTENANCE CHARGE AMB FOR 25K

AMB Requirement ₹25,000

Debit Card Type Visa Platinum

FIRSTAP Debit Card Issuance Charge: Rs. 99,

Reissuance Charge: Rs.99

Charges of AMB >= 20000 to < 25000 – ₹50/-

>= 15000 to < 20000 – ₹100/-
>= 10000 to < 15000 – ₹150/-
>= 5000 to < 10000 – ₹200/-
< 5000 – ₹400/-

Cheque Return – Deposited Rs 50

Cheque Return – Issued Rs 250

Re-issue of Cheque Book Rs 50/ cheque book (Free for Snr Citizen)

DD payable at branch locations Rs 30

Replacement of Debit Card Rs 100

Annual Debit Card fees Rs 100

ATM Transaction Charge DFC FIRST Bank ATM
Financial Transactions: 5 Free, 6th onwards ₹20 + taxes
Non Financial Transactions: Free & Unlimited Non IDFC FIRST
Bank ATM
Financial & Non Financial Transaction: 5 Free, 6th onwards ₹20 +
taxes for
Financial & ₹8 + taxes for Non Financial

NON-MAINTENANCE CHARGE AMB FOR 10K

AMB Requirement ₹10,000

Debit Card Type Visa Classic

FIRSTAP Debit Card Issuance Charge: Rs. 99,

Reissuance Charge: Rs.99

Charges of AMB >= 7500 < 10000 - ₹50 ;

>= 5000 < 7500 - ₹250 ;
< 5000 - ₹500

Cheque Return – Deposited Rs 50

Cheque Return – Issued Rs 250

Re-issue of Cheque Book Rs 50/ cheque book (Free for Snr Citizen)

DD payable at branch locations Rs 30

Replacement of Debit Card Rs 100

Annual Debit Card fees Rs 100

ATM Transazzzction Charge DFC FIRST Bank ATM

Financial Transactions: 5 Free, 6th onwards ₹20 + taxes
Non Financial Transactions: Free & Unlimited Non IDFC FIRST
Bank ATM
Financial & Non Financial Transaction: 5 Free, 6th onwards ₹20 +
 taxes for
Financial & ₹8 + taxes for Non Financial

SERVICE REQUEST – CHARGE QUERY

Liabilities – Query - Charges – Charge Summary – FTR & Closed – TAT (2 -5

Working days)
SERVICE CHARGES REVERSAL REQUEST

Activity – Cases - New Case – LOB (Liabilities) – Case Type (Request) – Category
(Charges) – Sub Category (Reversal Charges) – Account Number (xxxxx) – Source
Branch (Quantum VRM Thane) – Authentication mode (Form Based) – Bar code (Acc
no) - Status code (DRAFT) – Save. TAT - 5 WORKING DAYS.

Send an email if VRM unable to see the charges bto_sfdccrmsupport@[Link]

DISPUTES

MANDATORY TAGGING FOR DISPUTES

Account no – Transaction Ref No -
Reason for dispute – No of disputed Trnx – Amount of Dispute – Transaction
Date.

ATM DISPUTES /MATM SERVICE REQUEST

EMPOWERMENT CREDIT DISPUTE

 Liabilities –Request - ATM Transaction Dispute – Empowerment PC – T+1
Working day – Sent to Ops

If Cx should not have received more than 2 EPC credits; we do not give credits.
IDFC BANK ATM
Liabilities –Request - ATM Transaction Dispute – IDFC ATM – T+5 Working
day – Sent to 0ps

NON IDFC ATM

Liabilities –Request - ATM Transaction Dispute – NON - IDFC ATM – T+5
Working day – Sent to Ops

IMPS TRANSACTIONS DISPUTES – SERVICE REQUEST

Unsettled/Unclaimed transactions Empowerment Credit Tagging

Liabilities – Request – Imps Transaction dispute – Empowerment PC – Sent to
ops – T+1 WORKING DAYS

Settled/ Claimed transactions Empowerment Credit Tagging

Liabilities – Request – Imps Transaction dispute – Remitter – Sent to ops – T+3
WORKING DAYS

UPI TRANSACTIONS DISPUTES

Unsettled/Unclaimed transactions Empowerment Credit Tagging

Liabilities – Request – Imps Transaction dispute – Empowerment PC – Sent to
ops – T+1 WORKING DAYS
Settled/ Claimed transactions Empowerment Credit Tagging
Liabilities – Request – Imps Transaction dispute – Remitter – Sent to ops – T+3
WORKING DAYS

CASH RECYCLER DISPUTES (CASH MACHINE)

SERVICE REQUEST -CASH DEPOSIT

Liabilities – Recycler transaction dispute – Recycler deposit -ACC no - Form
Based – Trnx date -Reason for dispute – trnx ref no _
Assigned to dept – Recon ops

CASH WITHDRAWAL – SERVICE REQUEST

Liabilities – Request – Recycler transaction dispute – Recycler withdrawal –
T+5days – Assigned to dept -Recon ops

ECOM TRANSACTION DISPUTE

SERVICE REQUEST EMPOWERMENT PERMANENT CREDIT – EPC

Liabilities – Request – POS/ECOM transaction – Empowerment PC – Sent to
Ops – T+1 Working Day

VISA / RUPAY
Liabilities – POS/ECOM transaction Dispute -Mediator (VISA/RUPAY) – Sent
to Ops - 45 Days

AGGREGATOR
 Disputes for trnx made online using Netbanking /password

EMPOWERMENT PERMANENT CREDIT -EPC

Liabilities – Request – Aggregator Transaction – Empowerment PC –
Sent to Ops – T+1 Working Day

ECOM
Liabilities – Request – Aggregator Transaction dispute – ECOM –
Sent to Ops -10 days

BILL PAY
Liabilities – Request – Aggregator Transaction dispute – Bill pay –
Sent to Ops – 10days

NEFT / RTGS DISPUTES

Liabilities – Query – Payment – Fund Transfer – FTR & Closed

SR FOR STATEMENT
LIABILITY-REQUEST-STATEMENT ADVICE-STATEMENT/BITLY
/DRAFT/(EMAIL ID CONFIRMATION IS MANDATE
INTEREST CERTIFICAT
LIABILITY-REQUEST-STATEMENT ADVICE-INTEREST
CERTIFICAT
 CHEQUE BOOK REQUEST
LIABILITY/REQUEST/DEPOSITE/CHEQUEBOOK/BITLY (SELECT
HOW MANY BOOK HE WANTS AND NUMBER OF PAGES).
( ADDRESS CONFIRMATION)

STOP CHEQUE/BITLY/DEPOSITE/REQUEST

Cheque book request (address and pin code is mandate check mop check
sig)(except jointly by all )
Service Request for BITLY- Savings Account
 Statement Request
Activity – Cases - New Case – LOB (Liabilities) – Case Type () – Category () – Sub
Category () – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication mode () – Bar code (Acc no) - Status code (SENT TO OPS) – Save

Interest Certificate Request

Activity – Cases - New Case – LOB (Liabilities) – Case Type () – Category () – Sub
Category () – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication mode () – Bar code (Acc no) - Status code (SENT TO OPS) – Save

Cheque Book Request

Activity – Cases - New Case – LOB (Liabilities) – Case Type () – Category () – Sub
Category () – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication mode () – Bar code (Acc no) - Status code (SENT TO OPS) – Save

Stop Payment of Cheque

Activity – Cases - New Case – LOB (Liabilities) – Case Type () – Category () – Sub
Category () – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication mode () – Bar code (Acc no) - Status code (SENT TO OPS) – Save

Stop Payment Revocation

Activity – Cases - New Case – LOB (Liabilities) – Case Type () – Category () – Sub
Category () – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication mode () – Bar code (Acc no) - Status code (SENT TO OPS) – Save

Debit Card New Issuance

Activity – Cases - New Case – LOB (Liabilities) – Case Type () – Category () – Sub
Category () – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication mode () – Bar code (Acc no) - Status code (SENT TO OPS) – Save

Debit Card Issuance

Activity – Cases - New Case – LOB (Liabilities) – Case Type () – Category () – Sub
Category () – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication mode () – Bar code (Acc no) - Status code (SENT TO OPS) – Save

Card Block
Activity – Cases - New Case – LOB (Liabilities) – Case Type () – Category () – Sub
Category () – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication mode () – Bar code (Acc no) - Status code (SENT TO OPS) – Save

Card Unblock
Activity – Cases - New Case – LOB (Liabilities) – Case Type () – Category () – Sub
Category () – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication mode () – Bar code (Acc no) - Status code (SENT TO OPS) – Save

Card Hot listing

Activity – Cases - New Case – LOB (Liabilities) – Case Type () – Category () – Sub
Category () – Account Number (xxxxx) – Source Branch (Quantum VRM Thane) –
Authentication mode () – Bar code (Acc no) - Status code (SENT TO OPS) – Save