Solutions for the frequent questions faced

Customer Service

Definition

Process

Alternative  Process

Client/Profile Information

Scenario 1 : BA wants details of the clients who are not mapped under his code for Client Mapping purpose.

BA does not have any access for the client's who are not mapped under his code. Hence, they will call our customer care number 022-39982515

No alternate process

Scenario 2 : End client's (branches) wants his account details viz contact details, account number, branch address and contact details etc.

End client will call the branches for knowing all the profile details.

Branches can also guide end client's to check the profile details from the their respective trading account.

Balance/ Ledger Confirmation/ Summary Details

1.BA wants to know his ledger balance/summary details etc

1.BA can check the same from BIZOPS>> Reports >> Statutory >> Ledger

No alternate process

2.End client wants to know his ledger balance/summary details etc

2.Branches/BA can assist client by checkong the same at their end in BIZOPS.

End client can check the same after logging into his account Reports >> Operational reports >> Ledger

3.End client wants statement of accounts via soft copy.

3.BA/Branches can download the ledger statement and other from the BIZOPS and send it to his clients. Path : Reports >> Statutory >> Ledger

End client can also view the statements from his trading account and take a copy.

4.HNI client wants to know his ledger balance or wants a soft/hard copy of the same

4.Branches on excptional basis send the hard copy of the statements to his end client by charging certain amount. Charges varies from client to client.

End client can also view the statements from his trading account and take a copy.

Suspension Removal Welcome Calling

After opening an account, welcome calling is done for confirmation of his account details

CSE will call the client and confirm all the details. In this we have 2 scenario as below :

1. Incase client is not contactable/ringing/switch off - CSE will suspend the code till the time we contact client.

2. While confirming all the details, incase if any discrepancy is identified in client's profile - CSE will confirm all the details and give solution/suggestion to rectify the same and till the time the rectification is not done, then code is kept under Square Off mode.

Client can call directly on IPV number 022-61062300 for welcome calling.

Prospective Client

Direct client calls for account opening related queries viz, process of account opening/charges for opening an account/facilities & services provided by MOSL.

Client will call our helpdesk on 022-39982515. Our agent will send the lead to the OAO team and they will process the account opening.

No alternate process