Ver 2.

Version
Ref Number PDG Date Release Date Subject & Link
Number
Circular 15 of 2020_Banking- DIGIGEN Savings Product-Policy &
1 12/03/2020 09/04/2020
08_PDG_11 Process
Amendment-1_Circular 15 of Changes –account closure process and
2 30/04/2020 11/05/2020
2020_Banking-10_PDG_19 account migration
Changes highlighted in yellow-Step-
Amendment-2_Circular 15 of 21& important points for account
3 28/05/2020 22/06/2020
2020_Banking-11_PDG_25 migration
RCM
Amendment-3_Banking- Account closure process-highlighted in
4 13-08-2020 24-08-2020
14_PDG_38 green
Amendment-4_Banking- Handling of exception scenarios-
5 27-08-2020 14-09-2020
16_PDG_41 highlighted in blue
Amendment-5_Banking- Minimum balance of Rs.1000—
6 08-10-2020 12-10-2020
18_PDG_47 prescribed-Highlighted in yellow
Validation of mobile number (Clause
Amendment-6_Banking
7 10-12-2020 14-12-2020 7-A-Step-2)& complimentary debit
24_PDG_56
card (Clause 10)
Amendment-7_Banking- Payment of SB interest on the amount
8 07-01-2021 11-01-2021
1_PDG_01 lying in the FD uncollected pool GL
Amendment-8_Ops-
9 20-05-2021 24-05-2021 Digi – Gen closure & payment process
25_PDG_22
Amendment-9_Ops- 1.Change to closure process at branch
10 10-06-2021 14-06-2021
27_PDG_26 2. Closure of OTP based accounts
Amendment-10_Ops- Change in Amendment-9 highlighted
11 08-07-2021 12-07-2021
30_PDG_30 in purple
Amendment-11_Banking-
12 22-07-2021 26-07-2021 Full KYC conversion through V-KYC
11_PDG_32

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

Amendment-11 dated 22-07-2021-Conversion to full KYC through V-KYC

KYC Conversion Flow for DIGIGEN Customers through Video KYC

 SMS and Email with the URL sent to the prospective DIGIGEN customers
 Customer opens the link and is prompted to enter his mobile no. and verify the no. with OTP. Email id to be
pre populated for existing DIGIGEN customer
 System verifies with a mobile number for the following:
 For an existing full KYC customer, a message is shown “You are already an existing full KYC customer, please
download Mobile banking app to book a FD/RD , for any more products please call 18002080 or visit nearest
Jana bank branch”
 For an existing DIGIGEN customer (Minimum KYC account), the customer is asked to input the account
number (DIGIGEN account number) & the following details are shown:
o Masked Aadhaar
o Masked PAN
o CRN
o Account holder name
o Communication Address given by the customer during min KYC journey(few lines to be masked)
 In the same screen, customer is prompted to confirm “I confirm & want to initiate a VKYC journey” and
second button as “Come back later”
 Once customers initiates the journey, the video call between the customer and V-KYC officer starts. The
process for Video call remains the same. Refer Circular 41 for Video KYC detailed process.
 For DIGIGEN customers where occupation is others and income details are not available, VRM (Virtual
Relationship Manager to ask the customer on the video call & update the same in the excel.
 At end of day, CC V-KYC team to raise a ticket in Manage engine with the updated excel. CPC liabilities team
to update the data based in the excel uploaded. HD ticket Path in manage engine: Ops_ Liability_CASA
Correction_Digi VKYC Conversions
 Cut off for raising the ticket the same day is 6pm. Any calls received after 6pm, the Manage engine ticket can
be raised the next day
 The authenticity of the data is the responsibility of the CC -VKYC team.

Customer Segment

 All DIGIGEN customers who have not completed 365 days and have not converted to full KYC are eligible
 BI to provide all active DIGIGEN customers data on regular basis.
 The customers whose accounts are opened 345 days before needs to be prioritized so that we can convert
them to full KYC as soon as possible.

Sandeep Arora
Head-Marketing & Product

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

Amendment-9 dated 10-06-2021_Closure of OTP based accounts

1. Process steps (These are with immediate effect)

1. BI shares daily report of new OTP Account CRN (T+1). Report should have all the linked accounts as well.
The report should carry the mobile number and e-mail Ids if the customers
2. CPC Deliverables does Bulk Search in CERSAI and identifies accounts that need to be closed (T+1)
3. Eligible accounts to be closed are shared with CPC Closure team.(T+1)
4. CPC deliverables to share details with CC (SPOC-Shibu) for sending SMS (T+1)-To be shared by 12 noon
for same day execution.
5. CPC deliverables to share details with CCC for sending E-mail (T+1)
6. CC and CCC to share delivery status with CPC deliverables & closure teams (T+3)
7. Closure team to close accounts post confirmation of sending out the E-mail & SMS (T+5)-Closure with
balance will follow the process for DIGI account closure.

2. The SMS & e-mail template is already in place approved by Legal & Compliance
Templates are as below.
 For zero balance accounts we can remove the yellow highlighted text.
 For accounts with balance, the below templates can be used as it is.

SMS:
Dear customer, we are closing your OTP based digital savings account XXXXXXX with Jana Small
Finance Bank.
As per regulatory requirement, customers cannot have OTP based account with more than one bank.
For more queries, please call 18002080

E-mail:
Dear customer,
Greetings from Jana Bank.
We are closing your OTP based digital savings account XXXXXXX with Jana Small Finance Bank
As per regulatory requirement, customers cannot have OTP based account with more than one bank.
Due to lockdown related constraints we are unable to remit the credit balance lying in your account
through DD to your registered communication address.
We request you to forward an email from your registered email id to “[email protected] “
by providing your alternate bank account details as under to remit the proceeds through NEFT”
along with proof of bank account and cancelled cheque with your name therein against the
signature.
For more queries, please call 18002080

Best Regards,
Jana Small Finance Bank

3. RCM

Murali C (Head-Banking Operations)

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

Amendment-8 dated 20-05-2021

DIG DIGIGEN Accounts-Closure of accounts on completion of 365 days
SUBJECT

In terms of Circular no 15 of 2020, Digi Gen account saving /FD needs to be closed and proceeds remitted to
the account holder, if he/she hasn’t converted to Full KYC within 1 Year. The closure of such accounts will be
done at CPC
As of now we have some 500+ accounts that are due for payment post account closure. The amounts are
lying in Payment GL.
Considering the current situation, the following process is to be followed:
1. E- Mails will be sent out to these customers, communication centre with following Email Script
“We wish to inform that your digital savings account XXXX opened using E-KYC by way of OTP based
authentication through UIDAI in a non – face to face mode has completed 365 days period. Since the account
is not converted into full KYC within this period, the same has been now closed as per prescribed RBI
regulations
Due to lockdown related constraints we are unable to remit the credit balance lying in your account through
DD to your registered communication address.
We request you to forward an email from your registered email id to “ [email protected] “ with
your request to credit the closure proceeds by NEFT to your alternate bank account, providing full details of
the account such as
1. Account number
2. Name
3. Bank
4. Branch
5. IFSC:
Attach required proof such as bank account and cancelled cheque with your name therein in the signature
space. Please respond within 3 working days
2. Customer communication team need to provide delivery status of emails on daily basis to product team
(Karishma) , CPC, Ops control team, Customer Service team for further action.

3. Customer Service department will save customer response emails in Shared folder \\
172.17.78.34\DIGI-GEN Account Closure”. Emails received till 4.pm every day will be saved on same date
(date wise) in folder. Post 4.pm will be saved under next working date

4. CPC will verify the mails and attachments and process the payment. If there is any discrepancy, this will be
raised to Customer Care for writing back to customer for further details. CPC TAT for processing payment will be
T+ 2days.

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

5. In case customer does not respond within 3 working days. Customer will be called by Contact Centre to
provide bank details by e-mail, within 3 days.

6. If customer does not respond our email and call, contact Centre will send SMS to customer to contact
nearest branch

7. Customer’s approaching branches, shall forward the details by mail to Customer Care and the above process will
follow-

Amendment--9 dated 10/06/2021

In case customer approaches a branch, the due diligence shall be done and above requirements taken and HDT
raised for closure of account by CPC and effecting the NEFT (deleted the line closure of account by CPC)
HDT path: : Ops – Liability – CASA Corrections – Digi closure (SR)-TAT-2 days

8. RCM

These guidelines are with immediate effect

Chitra Menon,
Ops controller

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
 Ver 2.0

SUBJECT DIGIGEN Savings Product-Policy & Process

A.
Introduction and Overview:

A.1 Executive Summary: Bank is proposing to launch a new product offering wherein savings accounts can be
opened by using OTP bases e-KYC as per section 17 of the KYC-Master Direction last updated as on 1 st April 2020.

DIGIGEN is an online platform for customers to self-on-board for Jana Bank Savings account and open FD after the
same.

This is a customer acquisition tool and will allow bank to acquire new customers for bank. All the account opened
through DIGIGEN will be minimum KYC account by way of OTP authentication of Aadhaar through UIDIAI i.e.
customer will not be submitting any scan or hard copy of the document to bank. Thus, such account will be having
limits/validations on the savings account opened by them.

All these customers can opt for Full KYC account to enjoy the normal savings account and FD features. This
document explains all the features of DIGIGEN and the role of Operations, Contact Center and other verticals. If
customer doesn’t convert into Full KYC within 1 year, then their account and FDs will be closed by bank. The
balance amount will be sent to their communication address through DD by CPC.

B. Detailed product/ process note

1) Objective of the Product/ Process / Change:

Master process for DIGIGEN product and its customers and all systems involved in the process.

2) Target Customers: All DIGIGEN customers

Channels: DIGIGEN Application, LMS, SFDC, CBS, CFOS, Contact Centre, backend and front end operations and
MB & RIB.

3) Features of the Product / Process:

Through DIGIGEN, customer can self-on-board themselves for Jana Bank Savings account and FD account. But these
customers will have limitations on the different products due to minimum KYC. The limitations of the limited KYC
account as per RBI are as follows:
1. The aggregate balance in FD & SB deposit accounts of the customer shall not exceed rupees one lakh
2. The aggregate of all credits in a Financial year, in all the deposit accounts taken together, shall not exceed
rupees two lakhs
3. Accounts opened with OTP based e-KYC shall not be allowed for more than one year
4. If the customer due diligence process is not completed within a year, in respect of deposits account the
same shall be closed immediately if full KYC is not completed.

Thus to continue to enjoy the complete facility of regular savings account, these customers’ needs to be converted
into Full KYC.

4) Industry Benchmarking: Many Universal & Small Finance banks like Kotak, Fincare small finance bank,
Ujjivan, Equitas has launched digital account already.

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

5) Business Potential:

A. Help to acquire customer for the bank.

B. Help to get SA float and FD from customers.

6. Validations to be maintained in each and every system

A .Validations to be maintained in DIGIGEN Channel

i. As a measure by the Bank to ensure that the RBI prescribed limits are not breached, customer is allowed to
have cumulative balance of 90k in savings + FD balance at any point of time for that customer id for
tracking purposes.
ii. Rate of interest of FDs to be maintained same as in the CBS based on the FD type, amount and tenure.
iii. Tenure of the FD can be maximum of 11 months (330 days).
iv. Any DIGIGEN account to be valid for only 1 year i.e. 365 days from the date of opening until
moved/changed to full KYC account.
v. According to section 17 of MD on KYC circular, a customer can have OTP based KYC account in a non-face-
to-face-mode with only one bank/regulated entity. There will an API integration with CERSAI for checking
real time if a customer has such an account with other bank or regulated entity. In case a match is found,
the journey will not proceed and customer will be shown a message “Dear Customer, you already seem to
have an OTP based KYC account with other bank/regulated entity. To open a full KYC account with Jana
Small Finance Bank call us at 18002080”
vi. Till the time automation is achieved CPC will manually upload the data in the CERSAI portal on daily basis
[at a designated cut-off time]. In case a match is found the account is to be closed on immediate basis.
With an email/SMS to the customer informing the reason of closure.
vii. Reason/Statement of Closure: “Dear Customer, Your DIGIGEN Account has been closed due to an existing
Aadhaar based OTP account with other bank. To open a Full KYC account with Jana Small Finance Bank
please call us at 18002080.”

B. Validations to be maintained in MB/RIB Channels for 126(DIGIGEN) Product Holders

i. Customer holding 126 product can register & login to mobile banking with the existing login process.
ii. Customer once logged into MB & RIB will be able to see their DIGIGEN savings account and FD account (if
any).
iii. Customer will be allowed to maintain cumulative balance of 90K i.e. Savings + FD has to be 90K at max at
any given point of time for tracking purposes.
iv. Tenure of the FD to be maintained maximum as 11 months for such accounts from the SA account opening
date. For example: If customer has opened the 126 SA account on 1 st April 2019 and then opened the FD
through MB in 22nd Nov 2019, then customer should only get 4 months as the maximum tenure for the FD
opening as the SA account will complete 365 days in 4 months and the same will get closed after 4 months.
v. No FD auto renewal option to be provided.
vi. Min amount for creating FD under such customers or product type should be Rs 10000 and max 90K.
vii. DIGIGEN Account type customer can only be getting the option of Regular FD cumulative or Senior FD
cumulative in the open deposit section of MB & RIB based on the age of the customer.
viii. Senior FD Cumulative to be shown to only senior citizens and non-senior citizens to be shown Regular FD
cumulative.

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

ix. Service request like Cheque Book Request, Stop Cheque Request will be disabled for such customers as
customer is not eligible for a cheque book for DIGIGEN account.
x. Any DIGIGEN account to be valid for only 1 year from the date of opening until moved/changed to full KYC
account, and all the functionalities of MB/RIB should be disabled for such users automatically.
xi. Within 1 Year, if the customer has not done full KYC then DIGIGEN customer will not be able to use the
account through MB & RIB as the account will be closed.
xii. If any 126 product holder is doing any transaction from MB/RIB, the same to be shown to them in a usual
manner in MB & RIB.
xiii. Once the account migration happen for 126 product code customers and the account is changed to 121
(Regular Savings) product code then MB & RIB should reflect the changes, once customer logs in after the
account migration.
xiv. All the validation to be removed from customer from MB & RIB if customer logs in after account migration
in MB & RIB.
xv. All other flows in MB & RIB will be same for such customers.

C. Validations to be maintained in CBS

i. Define the product code 126 with the below validations

 The aggregate balance of all deposit accounts of the customer shall not exceed rupees one lakh
 The aggregate of all credits in a Financial year, in all the deposit accounts taken together, shall not
exceed rupees two lakhs
 Tenure of FD & Savings account will be max 365 days
 Cheque Book request should not be allowed for 126 product
 Personalized Debit card to be given on funding of Rs 25000 & more with a customer consent in the
tick box
 Account Migration to be allowed for customers with 126 product code.
 No products other than 409 (Regular FD cumulative) & 413 (Senior citizen FD cumulative) to be
made available to such customers under product 126
 Savings account interest to be as per existing bank policy
ii. Customer should be allowed to have a maximum balance of 1 lac i.e. savings balance+ FD Balance = 1 Lac at
any point of time for that customer id. ( To be maintained operationally)
iii. 126 product users should allow to book FD up to 365 days tenure starting from the day of opening the
account in CBS.
iv. If within 1 year customer completes the full KYC procedure and the account is transferred as full KYC
account then the savings account is converted as a regular savings account in CBS.
v. For any 126 account migration customer their existing FDs to behave like regular FDs for the migrated
account.
vi. The aggregate balance of all deposit accounts of the customer shall not exceed rupees one lakh. (To be
maintained operationally through CBS exception report)
vii. The aggregate of all credits in a Financial year, in Savings and Fixed deposit accounts taken together, shall
not exceed rupees two lakhs (To be maintained operationally through CBS exception report)

D.DIGIGEN Products & Validations

Product Product Name Min Max Min Max Amount

Code Tenure Tenure Amount

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

125 Savings Account NA 365 days 1000 90000

409 Regular FD : 7 Days 11 Months 10000 90000
Cumulative (330 days)
413 Senior FD: Cumulative 7 Days 11 Months 10000 90000
(330 days)

The minimum FD for DIGIGEN is Rs 10000. However, the limit is configurable. Keeping in mind the interest credit
on savings and from the FD, we have capped the max amount which can be credited to SA as Rs 90,000/-.

7. Detailed Product / Process:

There will be a web link/QR code for the DIGIGEN account opening. This link will be a progressive link compatible
with all devices such as laptop, mobile, tablet etc.
 The link will take the customer to the landing page which will have the updated marketing campaign of
Jana. The page is configurable and will be updated as & when Jana changes its campaign.
 In the next screen customer will be asked to choose from SA+FD journey and SA journey. The customer
consent for T&C is taken on the same screen. The T&Cs to be opened if customer clicks on the link.
 Restart of the journey- SA+FD customer if dropped in between will be shown SA+FD journey and similarity
only SA journey for customers who selected SA initially.
 Once customer selects either SA+FD or SA, the respective onboarding journey will be initiated.

A. Savings Account plus FD flow:

 DIGIGEN onboarding is a 3 step process wherein Step 1 is for Personal details, Step 2 for Identity
Verification & Account Opening and Step 3 for Funding of the account.
 Each step is a milestone for the customer where he/she is congratulated.
 Step 1 Personal Details -Once the customer selects savings account plus FD flow, he/she will be taken to
the next screen which is a Step 1

 Customer to input the mobile number. Once he inputs the mobile number, OTP will go to his
mobile number to validate if it’s a valid mobile number.
 Once customer puts the OTP, there will be an option to put the email id. Email id is not a
mandatory field. All leads dropped at this stage to go LMS

 Step 2 Identity Verification & Account Opening- In step 2, customer will be prompted to input PAN details
first and if the PAN validation is failed, no Aadhaar verification is done and the lead to flow to LMS. Aadhaar
will be validated through an OTP. Hence, it’s important that the customer has a phone number linked to
Aadhaar.
 Please note that the PAN validation needs to be done first & then the Aadhaar validation and if the
PAN validation fails, customer is shown generic message .The dropped lead to flow to LMS.
 If the customer’s communication mobile number & Aadhaar mobile number does not match,
DigiGen account cannot be opened.
 If Aadhaar validation fails, customer to be shown a generic message. The dropped lead to flow to
LMS.
 Once Aadhaar details are fetched, customer will be asked if his/her Salaried/Self-employed and
Occupation. Any drop on this screen needs to go to LMS. Branch will be allocated to the customer

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

based on the pin code. Please note that for the pin codes where Jana does not have a presence,
the flow should not ask for scheduling the appointment. All such pin codes to be tagged to a
particular branch in Bangalore.
 Branch will be allocated basis the below scenario
 Straight through process where pin code entered is tagged to a liability branch
 Pin code entered is present in Jana’s data base but not tagged to any liability branch. Such
accounts will be tagged to Koramangala branch.
 If the pin codes are not present in the database, it will show as “Not serviceable by Jana”
and customer will not be able to proceed with the journey. J&K pin codes will not be
served basis compliance approval.
 The FATCA declaration to be taken from the customer just after the occupation.
 After occupation is selected from the drop down, customer to select next and move to the
nomination screen. By default the nominee has to be NO. Customer to input nominee details for
savings account. Customer will have the option of putting the same nominee or different for the
FD. If the nominee is a minor, guardian details are required to taken. Any lead drop at this stage to
go to LMS.
 Once nominee details are taken, customer will move to next screen which will show step 2
completed with his savings account details with a congratulatory message & details such as Savings
account number, CRN, IFSC and Branch. Post account creation the customer details will be updated
in SFDC.
 Any lead drop after this stage i.e. after CRN creation, the customer will be taken to step 3 i.e. the
Fund your account screen after keying the mobile number with an OTP. Any lead drop after CRN
creation to go to LMS with a message “Account created, pending for funding”.
 Customer will be moved to FD details screen which will show the recommended FD rate by Jana.
The recommended FD rate by Jana to be highlighted. The interest rate master & recommended
rate to be shared with decimal by CPC operations as & when ROI changes. Also, the same screen
will have the functionality of FD type, FD amount, FD tenure & Rate of Interest. Rate of Interest
master needs to be provided by Jana. The maturity amount will be calculated based on Jana’s logic
by decimal.
 Step 3 Fund your account- Once customer clicks on next screen he/she will move to Step 3 i.e. Fund your
account. The FD amount selected by customer in the last screen should be auto populated in this screen
and customer should be prompted to ask the funding to the savings account. The addition of FD amount &
SA amount cannot be greater than Rs. 90,000.
 Once the customer selects fund your account, he/she will be taken to an Aggregator’s Page
(Example: CC avenue) in this case & customer will be able to do a funding through Net
Banking/Debit Card/UPI of another account. After receiving success message from aggregator,
DIGIGEN then funds the SA account of the customer immediately. And if the flow is for SA+FD, then
the API call is made to debit the SA and create the FD immediately.
 Once the funding is successful, next screen will be an account summary screen which will show the
following details:
Name, Mobile Number, Savings Account number, saving account balance, FD account number and
FD value
 The account summary screen to have Jana’s contact center number. If the funding amount is equal
to or greater than Rs 25000, customer will be eligible for a Complimentary Rupay Platinum Debit
Card and his/her consent will be taken with a tick box. This logic to be made configurable. Also, API

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

integration to be done with FIS so that the request gets raised in FIS for the personalized debit
card.
 The lead for the debit card to flow to LMS. For customer whose funding is less than Rs 25000, debit
card will not be visible. For such customers, only account summary to be visible.
 The limited KYC journey for a DIGIGEN customer ends here. Hence, the bottom of account
summary screen will have an option for customer to complete full KYC through scheduling an
appointment.
 If the customer selects an option of scheduling an appointment, he/she will move to the next
screen where the timeline for doing the full KYC needs to be selected .The same will flow to LMS
for contact center to call the customer & take the exact date & time and allocation to the branch.
 After scheduling the appointment, customer will be shown a thank you screen which will have a
link to the website & link for downloading our mobile banking app.
 The pin codes where Jana does not have a presence, schedule your appointment tab will not be
visible.
Important points to remember

 All the limits, date, values, rate of interest are configurable and will be changed according to business
requirement.
 Jana to have access to an admin module for either SA+FD or only SA campaign based on the requirement.
The subsequent journey to be modified basis the flow selected by the customer.
 DIGIGEN onboarding URL to have a validation of Rs 90000 for SA+FD i.e. customer should not be allowed to
do an initial funding and funding from any other account of more than Rs 90000. This limit is configurable
 Access to change the landing page image, campaign & rate of interest as & when required
 The URL for onboarding is required in different languages
 If the customer drops at any point due to intentional or unintentional reason, he/she should be able to
start the journey from wherever he left after putting mobile number & OTP. The window for the same is 30
days. Beyond 30 days if the customer wants to complete the onboarding, he/she will have to start from the
beginning.
During the journey if the customer faces any disruption due to any technical problem, he/she should be
shown a generic message "Due to a technical error we are unable to proceed further. Our representative
will get in touch with you shortly or please call us at XXXXXXX"

 All the customer information needs to flow to our CRM i.e. SFDC

B. Only Savings flow

The flow for savings will be same as above without FD.

DIGIGEN Application Integration with LMS

 Lead flow from DIGIGEN URL to LMS will occur for two scenarios
i. If the customer drops out at any point of time before account creation either intentionally or for
other issues (DIGIGEN Dropped leads bucket)
ii. After Account creation of the customer ( DIGIGEN request for full KYC )
 LMS to have separate bucket for DIGIGEN leads (126). This bucket to be bifurcated into two i.e. DIGIGEN
Dropped leads and DIGIGEN request for full KYC leads

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

 All DIGIGEN customer leads i.e. for customers who have opened the limited KYC account under product
code 126 to flow in LMS under DIGIGEN Request for full KYC.
 At each stage when a lead is dropped due to intentional or unintentional reason, the lead needs to flow in
LMS with a status under DIGIGEN Dropped leads.
 All dropped leads to flow to contact center for calling the customer & asking the customer to complete the
journey
 The detailed summary of all lead drops during the onboarding is given below:

LMS DROP REASON LMS DROP REMARKS Bucket for CC

Dropped after Mobile number Dropped Leads
Mobile no found but Pan not found
validation
Pan found but Aadhaar not found and pan Dropped Leads
Dropped after Pan validation
name also found
Dropped after Aadhaar/virtual id Aadhaar found but no address flags found Dropped Leads
Dropped before communication Dropped Leads
Communication address not found
address pincode
Dropped after CRN creation CRN exists but Account No does not exist Dropped Leads
No nominee details found or nominee details Dropped Leads
Dropped at nominee details
found but CRN not found
Dropped because of Dedupe positive if dedupe status is MATCH FOUND Dropped Leads
Account exists, product savings only and no Dropped Leads
Drop after account creation
funding request exists
Account Created – Dropped at FD Product savings +FD, saving account exists but Full KYC
details FD account does not exist
Account Created – Dropped at fund Account exists but no request ID for CC- Full KYC
your account Avenue
If account exists, CC-Avenue request ID exists Full KYC
Account Created-Dropped after CC-
but no status update from CC-Avenue or
Avenue payment
negative status from CC-Avenue
Account created & Appointment If saving account created + Appointment Full KYC
scheduled Scheduled

 LMS to capture the customer name, mobile number, Product variant, Pin Code, Remarks, Allocated to and
date of lead creation for all leads
 Dedupe positive cases to be moved to LMS but contact center will not act on these leads i.e. no calling
needs to be done for such leads.
 The data to flow to LMS should have customer name, product category, product offering (DIGIGEN Savings
Account), Product Code (126), Pin code, Customer mobile number, customer CRN, Pin code, Customer id,
customer account number and status
 DIGIGEN application to send the status in LMS whenever customer does an initial funding of Rs 25000 or
more.
 At any stage if the customer gets dropped, LMS will send a SMS and email
 LMS to send SMS and email to all DIGIGEN converted customers to convert to full KYC

Messages Application which will send Remark

the SMS
OTP message Decimal to send Standard OTP message
CRN & Account creation Decimal to send Dear Customer, Your account No. is

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

message <<xxxxxxxxxxxxxxx>> and your CRN is

<<xxxxxxxxxxxxxxxx>>. For any
assistance, call 18002080 or visit Jana
Bank branch
Drop due to Functional & LMS Dear Customer, Your lead id is
Technical error <<XXXXXXXXXXXXXXXX>>.Our
representative will contact you soon.
If it is not you, call on 18002080 or
visit Jana Bank branch
Request for full KYC message LMS Dear Customer, Your lead id for KYC
verification is
<<XXXXXXXXXXXXXXXX>>.Our
representative will contact you soon
Transaction message & CBS Standard CBS messages
account closure
About to breach message CC to call & inform the customer
Card dispatch message Seshasai Vendor

 CRN and account creation message to be sent. The template is as mentioned below:
SMS- Dear Customer, Your account No. is <<xxxxxxxxxxxxxxx>> and your CRN is <<xxxxxxxxxxxxxxxx>>. For
any assistance, call 18002080 or visit Jana Bank branch.
Email- Dear Customer, Thank you for banking with us. Your account No. is <<xxxxxxxxxxxxxxx>> and your
CRN is <<xxxxxxxxxxxxxxxx>>.For any assistance, call 18002080 or visit Jana Bank branch.
Regards,
Jana Bank #Paise Ki Kadar

Safety Tip: NEVER SHARE your card details, OTP, Internet Banking User ID, password or CRN with anyone, even
if the caller claims to be a bank employee. Sharing your details can lead to unauthorized access to your
account. Note: This is system generated, please do not reply to this email. Add " [email protected]" to
your safe sender list. Else, your mail box

8. CBS Team for Exception Reporting

CBS to give an automated report to Contact center & Operations on the about to breach & breached customers on
T+1 day (Between 7 am to 8 am)

About to breach Account ageing (Equal to & SA+FD balance (Greater Cumulative credit (Greater
customers greater than 335 days than or equal to Rs than or equal to Rs 180000
80000 at any point in in a Financial Year)
time)
Breached Account ageing (Equal to & SA+FD balance (Greater Cumulative credits (Greater
Customers greater than 365 days) than Rs 100000 at any than Rs 200000 in a Financial
point in time) Year)

 Till there is a system restriction to check the aggregate balance of SA+FD, there will an exception report
sent by CBS team to CPC four times a day i.e. – 8.00 AM, 12.00 PM, 3.00 PM and 7.00 PM to start with. If
the volume increases, the exception report to go to CPC at even lesser intervals to put restrictions on
account with breaches.

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

 CPC will put debit and credit restrictions on the accounts exceeding the aggregate balance of SA+FD as Rs
100000 and a communication in writing to go to the customer to convert to full KYC else the account will
get closed
9. BI Report
 Daily report of account opened through 126 product and FD booked through 126
 Daily report of how many customers are converted from 126 to full KYC i.e. Regular Savings (121)
 Daily report of funding of Rs 25000 & more for debit card
 MB/RIB registration for 126 customers
 Report to check if the 126 customers have opened any other account or not.

Reports to be sent to Contact Centre (Inbound & Outbound)

 Dropped leads report – Day 1 11 am & 6 pm. Automated from LMS & sent to contact center
 DIGIGEN leads for conversion to full KYC – Automated from LMS & sent to contact center on T+1 day
morning.
 About to breach customer’s report to be sent to contact center for calling the customers- To be shared
from CBS 4 times on T day i.e. 8.00 AM, 12.00 PM, 3.00 PM and 7.00 PM

Outbound Contact Centre Calling Strategy

 Dropped leads
 DIGIGEN converted leads
 About to breach customers
 Breached customers for informing about the money sent through DD

Inbound Contact Centre Responsibilities

 To cater to customer queries related to on-boarding, account, services
 Hence, about to breach & breached reports from CBS to be sent to inbound as well
 Reports from LMS to be shared with inbound also.

Reports to be sent to Operations

 Till there is a system restriction to check the aggregate balance of SA+FD, there will an exception report
sent by CBS team to CPC four times a day i.e. 8.00 AM, 12.00 PM, 3.00 PM and 7.00 PM to start with. If the
volume increases, the exception report to go to CPC at even lesser intervals to put restrictions on account
with breaches.
 CPC will put debit and credit restrictions on the accounts exceeding the aggregate balance of SA+FD as Rs
100000 and a communication in writing to go to the customer to convert to full KYC else the account will
get closed
 These also to be reported to the AML team for monitoring / reporting, if any.

10. Debit Card Process

 Customer with a funding of Rs 25,000/- & more is eligible for a complimentary debit card funded through
Janadigi/Mobile banking/Retail Internet banking within 30 days of account opening. For initial funding done
through MB/RIB customer will have to call the customer care to place a request for debit card.
Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

 API integration with FIS so that when the customer clicks on tick box the request can be raised with FIS
directly for the personalized debit card.
 Customer with a funding of less than Rs 25000 can call the contact center and place a request. He/she can
also visit the nearest bank branch (if any) to place a request. Customer will be charged according to the
SOC for the same.

11. ROI master & Recommended rate

 CPC operations to share the same with decimal as & when they update ROI in CBS

12. Account Credit & Debit Restriction and Closure Process for CPC Operations team/Bank branches
The account needs to be put on debit & credit restrictions/ closed by CPC operations basis the CBS report if
 Accounts breaching cumulative credits of 2 Lacs for a particular Customer id in a FY credit and debit
restriction is to be placed immediately and customer informed in writing to complete full KYC else the
account will be closed.
 Process for Account Ageing 365 days (Account to be closed, if full KYC is not done)
 Account closure letter to be sent to customer’s communication as a part of information. Current format
to be used.
The steps are as follows:
Step 1: Report for breached customers with either of above criteria met will be shared with operations. The
report will be generated from CBS and will be a system generated report which will be sent to operations
on T day 4 times i.e. 8.00 AM, 12.00 PM, 3.00 PM and 7.00 PM

Step 2: CPC should put credit and freeze restriction and take up for converting to full KYC and if not done to
close the account. For transaction breach of aggregate balance of Rs 1 lakh in savings and FD and
cumulative credits of Rs 2 lakh in a financial year the account to be put in credit and debit freeze
restriction. All account to be closed if full KYC is not completed at the end of one year from the date of
account opening.

Step 3: For the closed accounts CPC should issue a DD in the name of the customer with the remaining
account immediately to customer’s communication address. The account will be closed by CPC and the
tagged branch will send the DD to the customer. The request for sending DD via Branch will be tracked by
CPC through a SR/ME ticket.

Step 4: Contact center should call all the customers and inform them about their account credit limit
breach and the credit & debit restrictions of the account. Contact center to tell them to convert to full KYC.

Please note that Customers whose accounts are not closed and are not interested for Full KYC and wants
to withdraw their money from savings account and FD and want to close all their relationship with Jana
Bank, should be directed to branch.
Any unclaimed or returned DD will be processed after satisfying the genuineness of the customer by
verifying and obtaining copy government issued identity documents.
Account closure process- Bank Induced and Customer Induced
a. Bank Induced – All DIGIGEN accounts not converted to full KYC will be closed in a year. Since it’s a bank
induced closure, CPC will close such accounts and the DD of the balance amount to be sent to customer’s
communication address through HSR branch.
Customer Induced - If the closure is customer induced, then the branch can close the account. Branch can
send the DD to the communication address of the customer if there is balance in the account. For waiver of
SMS charges, the branch can raise a HD ticket to CPC (as per the current process) for waiving off the same if
the customer has not used the service.

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

 If the customer is from serviceable area i.e. where we have a branch presence- written letter/email
from the registered email id to be given to the branch and branch will have the onus of establishing
the identity of the customer. Ideally a DD to be sent to customer’s communication address but in
case customer wants the fund immediately, the account details to be shared by the customer
through the registered email id and branch to transfer the funds.

 If the customer is from the unserviceable area i.e. where we do not have a branch presence- the
customer to call the contact center wherein the onus of establishing identity will be with the
contact center and the customer to give the details of the account number through the registered
email id to which branch can transfer the funds.

13. Reconciliation to be done by CPC operations

 There will be a V flow portal which will be provided by Decimal on T+1. T is the transaction day means
00:00:00 to 23:59: 59 hrs.
 The access for V flow will be given to CPC operations team.
 The portal will be used by operations team to reconcile the data between the file uploaded on v flow by
decimal & the file given by CC Avenue on T+1.

14. Process for Dedupe positive cases

Dedupe positive cases are dropped for DIGIGEN and are moved to LMS with status and “Dropped due to
Dedupe positive”. No action to be taken on these cases by contact center.

15. Process for Customer Name Screening

The DIGIGEN accounts opened without customer name screening match is a straight through process defined
till now but the DIGIGEN accounts with matches shall be opened in a debit freeze status.
 There will be a API call to mark the name screening match cases with a debit restriction
 The name screening match cases will be accessed by the AML team through a V flow report provided by
Decimal
 Once the AML team takes action on the case, in case of false positive the debit restriction shall be auto
removed through an API call and in case of true match, the debit restriction shall continue to remain.
 AML team to initiate steps as prescribed under PMLA / KYC-MD if true match is noted.
Process defined in circular ref no JB/HO-79/Compliance-02/Non- PDG/Banking-08 vide dated 08th May’18 shall
be followed for Customer Name Screening, Transaction Monitoring & Anti-Money Laundering/Combating the
Financing of Terrorism (AML/CFT)

 The v flow portal will also be used by Operations team

 Funding details report for reconciliation
 Customer Branch Location wise Report

16. Process for Branch Operation

1. Any DIGIGEN customer walking to branch for Cash Deposit, DD, Fund transfer to be entertained as per SOC.
Please note that there is no cheque book for DIGIGEN customers. No cash withdrawal facility for such
customers walking in the branch.
Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

2. Branch entry points like Paper based on-boarding and CFOS for customer to be restricted for customers
having product code 126.
3. PB and CFOS to recognize the customer as 126 product code and will not allow to give service for any of the
product like RD, OD or loan until full KYC is done. CPC operations to keep a check while approving any lead
that it should not be from product 126. No other product can be approved for DIGIGEN customers till
they convert to full KYC.
4. Branch to ask the customer to convert into full KYC to avail services without restriction.
5. FD for DIGIGEN customers to be opened only through SA funding.
6. If a customer walks into the branch for a Cash deposit DIGIGEN account, the branch should check the
SA+FD balance for the customer. If the balance is more than Rs 90,000, branch should explain the customer
about the restrictions of the limited KYC account and not take Cash deposit until customer converts to full
KYC.
7. Branch needs to ensure to check that customer converts to full KYC i.e 121 Regular Savings before taking
up any other product from the bank

17. Training
Contact Center, Operations, ZSDLs, ROLs, RHs, Branches

18. Internal Communication

Communication to go to all employees when the product goes live.
19. Points to be remembered

1. Once customer account changes to full KYC, then any existing FD of the customer will continue, only
the product migration happens from 126 product code (DIGIGEN account) to 121 product code
(Regular Savings)
2. If within 1 year customer is unable to convert the account to full KYC then the account will be closed by
CPC operations and the balance will be sent to customer’s communication address through DD through
the designated branch.
3. The customer can start the journey any number of times where he/she left of. The window for the
same is defined as 30 days. After 30 days if the customer wants to complete the journey, he will have
to start from the beginning.
4. CBS to generate/schedule report on a daily basis which will be shared with CPC and Contact Centre
with record of breached and about to breach customers for Digi.
5. After opening DIGIGEN account such customers can on-board themselves in MB/RIB to operate their
account. The restrictions on MB/RIB are taken care of.
6. Contact center to call these customers and try to convince them for full KYC.
7. If any customer wants to convert into full KYC then the product migration of such customer will happen
in CBS from product code 126 to product code 121. The account number for such customers will
remain same.
8. DIGIGEN customer cannot be given any other services unless converted to full KYC.
9. Process for delinking of SMS alerts service charges and deregistration of alerts in CBS to be done
through SR.
10. Risk categorization for all 126 customers to be high.
11. Exception scenarios

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

i. Multiple account creation for the same customers due to technical glitch and all are zero
balance accounts
1. Email communication sent to the customer
“Dear Customer, we tried reaching you multiple times regarding the DIGIGEN account which
you have opened with us.
It is observed that there are two accounts under your name and as per banks policy, you can
maintain one such account.
Account 1 XXXXXXXX
Account 2 XXXXXXXX
If you do not reach out to us in 48 hours, we will go ahead and close account 2”

For more information please call our toll free no 18002080

2. If customer does not come back, we go ahead & close the account. Such accounts to
be closed through CPC.
ii. Multiple account creation for the same customers due to technical glitch and balance is there
in either or both the accounts
1. Calling done to the customer to ask which account he/she wants to retain basis
which account to be closed.
2. Accounts to be closed through CPC

12. Note that as per RBI circular Interest on savings bank accounts should be credited on regular basis
whether the account is operative or not. If a Fixed Deposit Receipt matures and proceeds are unpaid,
the amount left unclaimed with the bank will attract savings bank rate of interest.
https://www.rbi.org.in/commonperson/English/Scripts/Notification.aspx?Id=1364

20. Risks associated & Mitigation

Risk type
Process Sub-Process Risk Description Mitigation description

Digital Savings Regulatory Account CPC to monitor the accounts at the

Account & Validation customer level for such breaches.
Operational Process 4 times a day – 8.00 AM, 12.00 PM,
Customer account balance goes
Risk 3.00 PM and 7.00 PM
beyond ₹ 1,00,000 in SA+FD
A credit & debit freeze to be put on
accounts who breach the said condition
and intimated to customer in writing.
Digital Savings Regulatory Account Mitigated through an exception report
Customer has cumulative
Account & Validation on T+1 day from CBS and account is
credits of more than ₹
Operational Process imposed with credit & debit restriction
2,00,000 in a FY
Risk and informed in writing.
Digital Savings Regulatory Account Mitigated through an exception report
Customer account is opened
Account & Validation with monitor the account ageing & CPC
for more than 365 without full
Operational Process operations to close the account if
KYC
Risk ageing>=365 days
Digital Savings Regulatory Branch Mitigated by aligning CPC & training
Account and Operations branches.
Operational Branch opens any other No other product to be offered to 126
Risk product for Digi customers customers until converted to full KYC
without full KYC Mitigated by T+1 day report from CBS
to check if any other product is opened
for 126 customers

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

Digital Savings Regulatory CERSAI  Voluntary declaration from the

Account Risk Registration customer to be captured
check to stating that the “(customer)
identify hereby confirms that they do
existing not have an Aadhaar based OTP
Aadhaar account with any other bank.
based OTP This declaration needs to
accounts of feature prominently at the time
the of on-boarding
customers  Addition of the following
declaration in the terms and
conditions: “Bank reverses the
right to put a debit, credit
freeze or/and close the account
in event of any breach of the
regulatory guidelines in
A customer who has an providing “False declaration of
Aadhaar based OTP account not having Aadhaar based OTP
might open an account with accounts in other regulated
JSFB. entity by the customer”
In absence of the real time  Till the time automation is
validation from the CERSAI achieved CPC will manually
portal upload the data in the CERSAI
portal on daily basis [at a
designated cut-off time]. In
case a match is found the
account is to be closed on
immediate basis. With an
email/sms to the customer
informing the reason of closure.
Reason/Statement of Closure:
“Dear Customer, Your DigiGen
Account has been closed due to
an existing Aadhaar based OTP
account with other bank. To
open a Full KYC account with
Jana Small Finance Bank please
call us at 18002080.”

Digital Savings Reputationa Product Inconsistent product Mitigated by keeping the information
account l Risk information information on the different about the product on the website/on-
platforms/ communication boarding application/mailers and other
mediums communication mediums uniform
Digital Savings Legal Risk Terms &
Inadequate information in the Mitigated by ensuring all the terms and
account Conditions
terms & conditions of the conditions are mentioned and customer
of the
product declaration is taken on the same
product
Suspicious transactions i.e. AML team monitors the transactions
Digital Savings AML & Transaction regular credit and debit to a and informs CPC ops to block the
Account Fraud Risk Monitoring particular account in account immediately and close the
customer’s account account.

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

Branch to regularly monitor the

Digital Savings AML & Customer visiting branches to
Branch Risk customer visits frequent for any cash
Account Fraud Risk do regular cash transactions
transactions

Note: Conditional Sign off is being given for the launch of DIGIGEN with an assurance from IT that automation of
Point 1 and 4 will be prioritized and delivered within the 30 days of product launch.

21. Process flow charts/steps

KYC Conversion Flow for DIGIGEN Customers

 Process Flow Chart

Step 1: Customer opens DIGIGEN Platform in Web or opens DIGIGEN application in mobile after downloading it
from play store/app store.

Step 2: Customer self-on-board themselves for DIGIGEN Savings Account or Savings account and FD account both.

Step 3: After successful self on-boarding by customer the leads will flow to LMS and the leads status will be ‘full KYC
conversion Request’.

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

Step 4: LMS will capture customer name, customer availed product code, product category and product offering,
customer CRN, customer pin code, customer mobile number, customer branch and customer on-boarding date.

Step 5: These leads will be assigned to Contact center for calling these customers and convincing them for Full KYC.

Step 6: If customer agrees then change the lead disposition as meeting scheduled and pass it to the Branch and if
the leads defer the same then change the disposition as deferred and nurture the lead as per the existing process.

Step 7: If customer doesn’t show interest then drop the leads.

Step 8: For any lead drop case customer can do Full KYC later by visiting the branch or contacting the call center to
do the same.

Step 9: If customer contact the call center for full KYC then, customer care has to create the lead in LMS and pass it
to the respective branch and the existing process will follow.

Step 10: Once the leads are assigned to Branch, then branch manager has to assign it to the Digital BDE as per the
existing process.

Step 11: Digital BDE will contact the leads assigned to them within 24HRS and will visit the customer based on the
customer availability for doing OSV of the customer KYC.

Step 12: If the lead is not actioned within 24HRS then LMS will follow the existing escalation matrix.

Step 13: Digital BDE has to change the LMS status and put it ‘Submission to FOS’. Once the status is changed, the
LMS will send the lead to FOS device.

Step 14: Digital BDE will open the FOS application and click on lead and capture the customer KYC in FOS and
submit the lead. FOS will update the lead status in LMS as lead submitted for account Migration.

Step 51: The lead will flow to SFDC generating an opportunity for Account Migration and will directly go to CPC
queue for approval.

Step 16: CPC has to approve the same by checking the documents from DMS.

Step 17: Once approved SFDC will pass the account migration request to CBS through API call.

Step 18: CBS will migrate the account from 126 to 121 and will give the response to SFDC through IIB.

Step 19: IIB to update the response from CBS to SFDC and also in LMS by changing its disposition as ‘Full KYC &
Account Migration Completed’

Step 20: If CPC finds any problem with the document then they will send back the opportunity with proper sent
back reasons and it will go to the BOM tray of the respective branch.

Step 21: Branch operations/BOM has to upload the documents again directly in the DMS and send it back to CPC
tray. This send back process will again be the existing liability flow of the customer. Branch/BOM should not reject
the DIGIGEN lead at any point. If CPC raises any query on documents, the same needs to be uploaded in FTP BOM
will certify the authenticity of docs with the comment “Originals seen and verified”. In case the photo needs to be
uploaded, the BOM will certify that the original photo is being uploaded. Responsibility of ensuring the correctness
of the documents being re-uploaded lies with the BOM

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

Step 22: Once the send back reason is addressed by the Branch the same has to be sent back to CPC again for
account migration and the process from there will again follow the step 16 to step 19.

Important Points for account migration

1. If within 365 days customer completes the full KYC procedure and the account is transferred as full KYC account
then the savings account should behave as a regular savings account in CBS.
2. For any 126 account migration customer their existing FDs will continue to be there as the account number
remains the same while converting to full KYC, only the product is migrated from 126 to 121 product code.
3. If the DIGIGEN account is already funded, no need for initial funding from the customer while converting to full
KYC and no RH approval required to be given to CPC for the same
4. All guidelines for CPV shall be as per the process outlined in Circular 104 05/08/2019 or any changes therein to
the guidelines.
5. The lead id is automatically generated when the DIGIGEN account is opened, the same should be used for
conversion to FULL KYC. No new lead id to be generated in LMS for conversion to FULL KYC
6. Do not create any employee referral lead of DIGIGEN on LMS.
7. Please raise a ticket under respective application such as LMS, CFOS and SFDC if there is an IT issue while doing
FULL KYC conversion. The escalation matrix for the same is [email protected]
8. Please refrain from closing DIGIGEN accounts and then creating a new lead for a full KYC regular savings account.
Please convert the same lead id to full KYC which is automatically generated and is allocated to the branch by
contact center.

22. Back-end activities with roles and responsibilities clearly defined for full KYC

a) CPC Activities for Account Migration:

 CPC needs to verify the customer KYC document submitted by Digital BDE.
 If the documents are proper then CPC approves the lead and the product migration call happens in SFDC
and then in CBS and the product changes from 126 to 121. Please note that the account number will
remain the same.
 If the documents are not proper, CPC will send it back in the BOM queue. Branch will contact the customer
& resubmit it to CPC.

23. Data Flow:

The data is being flown to ODS for BI activities from LMS for all the leads captured with product code 126 and
from SFDC for all the SR raised for Account Migration and from CBS for getting customer details with 126 product
code.

The reporting format will be taken care of at the time of implementation.

24. Roles & Responsibilities

Department Role & Responsibility

Digital Banking & Payments Define the process
IT (DIGIGEN application, Integration of all the systems are required to seamlessly fulfil the
CBS, LMS, SFDC, CFOS & customer self on-boarding process.
MB/RIB)
Operation Risk Verify the new process before implementation
Branch Operation Restrict such customer for any other product through branch until
Full KYC

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

Backend Operation Carry out the account closure process and issue DD for remaining
account balance
Contact Centre - inbound Address the customer query and call customers to convert in full
KYC
Contact Centre – out bound Call all customers on-boarded or tried to on-board in DIGIGEN
platform for customer acquisition
BI Need to analyze the data and publish reports
CBS To publish the report on everyday basis for the T+1 day
Liability Product For designing and implementation of the Account Migration Process
and LMS changes
Legal Evaluate the process according to legal terms
Compliance To verify the process is complaint as per regulatory

25. Complaint Addressing Mechanism

 Customer can contact customer care for any issues

26. Customer Charges: SOC attached here.

27. FAQ

SL.No Finance & Accounts Yes/No Remarks/Details

i. Is it a new process or change in existing Yes It is a new process
product/process?
ii. Whether any financial transaction would be passed in Yes Customer account
CBS? transactions

iii. If yes, provide the scheme of accounting entries. Customer Beneficiary account
(Details to be provided even if existing accounting account credited
entries are to be maintained) debited
iv. Whether any new GL account / GL group/Scheme Not Applicable Not Applicable
code/Report or Cost code Sol ID is proposed to be
created? Please specify whether pointing or non-
pointing type of accounts?
v. Would there be any change in existing scheme of Not Applicable Not Applicable
accounting?
vi. If yes, provide the revised scheme of accounting Not Applicable Not Applicable

28. AML Monitoring:

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

Transactions routed through the DigiGen savings and fixed deposit accounts should also be subjected to monitoring
as required under PMLA through the centralized AML System and required reporting done wherever suspicious
activity is noted.

29. Legal requirements

Legal need to verify the process in respect to legal terms and conditions

30. IT requirements

Sr. No IT requirements Remarks

i. Whether Feasibility Check of System Yes
requirements performed with IT team
ii. Names of IT Systems/Applications in use as part CBS, LMS, SFDC, DIGIGEN Application, CFOS,
of existing Process MB/RIB
iii. Names of IT Systems/Applications which will None
undergo a change as part of the proposed
change (Please include the details of the
changes proposed on existing systems as part of
the solution approach)
iv. Details of New Systems/software/Network/ DIGIGEN Application
Integration etc. required to be implemented as
part of the new Process
v. Whether BRD/CR has been raised for the Yes
system requirement (If yes give details)
vi. Contact Details/Names of the IT RM/ team Gowtam Kadam
members with whom the solution approach Santosh Mohanty
was discussed & agreed upon Seshadrinath Sundaram
Rama Rayudu
Shankar Nataraj
Anil Reddy
Anita Bisnal

31. UAT :

a. Will a UAT be done prior to launch: Yes

b. Units responsible for Conducting UAT : Testing Team & Digital Banking & Payments Team

c. Which all aspects / test cases/ exception scenarios will be covered / checked in UAT?

Extensive UAT would be conducted and the results would be stored for future reference.
d. Unit responsible for storing UAT results for future audits/references: Testing Team & Digital Banking &
Payments Team

32. Dedupe mechanism : To be checked in the DIGIGEN application itself before the account creation

33. Resource Requirements(Manpower): Not Applicable

34. Training Requirements: CPC liability Operations ,Contact center (Inbound & Outbound),ROLs, ZSDL, Branches

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]
Ver 2.0

35. Audit Requirements: As per the internal audit and regulatory requirement

36. Contact Person for future queries regarding the product/ process :

a) Jana Bankers Name /s : Karishma Arora

b) Jana Bankers ID /s: 18721
37. RCM

These guidelines are with immediate effect. Branches/offices/functions shall take note and ensure compliance
Sandeep Arora
Head – Marketing & Products

Regd. /Head Office: The Fairway Business Park, #10/1, 11/2 & 12/2B Off Domlur, Koramangala Inner Ring Road, Next to EGL,
Challaghatta, Bengaluru – 560071 | Tel: 080-42595700 | Website: www.janabank.com
For any queries, please write to: [email protected]