Solutions for the frequent queries faced.

Topics

Definition

Process

Alternative  Process

Pros and Cons

Clarification of objection

Objections which are raised by HO for KYC forms, where any clarification is require on objection or BA have not checked the status in system or HO have raised wrong objection, For such cases Status can be check in citrus system itself where solution are also given to clear the said objection.

Citrus --> MIS Report for Equity and commodity combined with DP. Citrus --> MIS Report(modification) for only DP, segment addition, Only Commodity or any modification status                                                        

In case if BA is unable to check the same or require any clarification on such objection then such request can be put in service request. Wire-->operation-->service request-->Account opening

By using MIS reports BA can clear objection on same day and a/c can be activated on T day itself. Using service request, may get the resolution in minimum two hours of time.

Clarification of form fill up

Unawareness about filling of account opening form leads to such error

Wire--> Download Option --> Sample filled form

Wire-->operation-->service request-->Account opening

With help of sample form available in system query can be resolved easily and faster. Also, reply can be given to end client at same time

Clarification Data punching in KYC

Data punching related to new ACOP or segment addition

Client Management --> Client regt. / Client segment add

In case of any understanding issue while punching data in citrus can be put in Wire-->operation-->service request-->Account opening

Resolution of service request will be given in two hours

New A/c Status/ Documentation inquiry

New account opening requires certain documents and proof. After receiving these proofs the account undergoes some process to be activated. The status of such process is termed as New A/c Status/ Documentation inquiry

Citrus --> MIS Report for Equity and commodity combined with DP. Citrus --> MIS Report(modification) for only DP, segment addition, Only Commodity or any modification status                                                        

Sign mismatch confirmation, alternate proof confirmation Etc can be route through Wire-->operation-->service request-->Account opening

Resolution of service request will be given in two hours

welcome kit not received

Welcome kits are dispatched to new account opening clients and which are not received by clients or same are return back to HO.

Wire-->DMC-->HITS-->View Dispatch Details

In case of welcome KIT is require back to client which was RTO due to any reason then such request must be put in service request

Resolution of service request will be given in two hours

Correction of account details

Client details such as Email, Mobile, Address, Bank Etc are wrongly updated by HO at time of activation (not more than three month old) can be change by HO without modification form

Details can be check by BA in 1) Back Office--> Client Info 2) DP Class 3) CMR or welcome letter

Wire-->operation-->service request-->Account opening

Resolution of service request will be given in two hours and changes will reflect in system on T+1 after receiving request

A/C activated but not reflect in Back Office

A/C gets activated in Citrus but is not activated in Back Office due to system issue

Citrus --> MIS Report

Wire-->operation-->service request-->Account opening

Resolution of service request will be given in two hours

Reactivation of deactivated account

A/C which are closed or deactivated in BO can be reactivated again by punching data in Citrus system

Get the Complete filled KYC from client, Keep the Xerox with BA and send original hard copy to HO for activation. Once the trading a/c is activated in BO, Punch only DP in Citrus in segment addition by selecting (Scan) once the DP is activated same will be linked to trading a/c.

Any query or confirmation related to this process can be route through Wire-->operation-->service request-->Account opening

Resolution of service request will be given in two hours

Citrus Issue

Citrus system related issue

Need to provide print screen to CSD.

Wire-->operation-->service request-->Account opening

Resolution of service request will be given in two hours