WBO : MWBC-Customer Service Manager CA & CMS

WBO : MWBC-Customer Service Manager CA & CMS

INTERNAL USAGE : No. of Vacancies :

Reports to :

Head CBB

Is a Team leader

Team Size : Grade :

Manager

Business : Corporate Centre

Department :

Wholesale Banking Operations

Sub - Department : Location :

Across India

About Wholesale Banking Operations

With branches spread across the country, the branches act as the face of Axis Bank for the corporate customers and is, hence, an integral part of the Banks strategy. Branches play a major role in deposit mobilization from New-To-Bank (NTB) customers, and are also core drivers of the Banks customer engagement strategy across products and services

About the Role

Scope :

Collection products - Cash, Local cheques, Outstation cheques, Transfer Cheques, ADMs (Auto Debit Mandate)

Payment products - CIB, Paypro (Cheque Printing)

Activities at a glance

Actions

On-boarding Doc & Hand holding

Paypro & CIB

Cash / Cheque (Profunds)

Easypay / Easypay Online

H2H

NACH / Power eColl / Others

Transaction Processing

Paypro (mainly cheque printing)

Cash / Cheque (Profunds)

Easypay Branch

H2H (mainly cheque printing)

NACH / Power eColl / Others

Service Queries

Paypro & CIB

Cash / Cheque (Profunds)

Easypay Branch

H2H

NACH / Power eColl / Others

• .Easypay queries to be handled by Base Branch CSO

BPC Units to be responsible for the CMS activities as mentioned above.

v At non-BPC locations, Trade CSO / CSM in B Category Branches to be handling CMS activities as hitherto.

v For all CIB and login related queries, please write to[HIDDEN TEXT].

v For CMS service related queries from customers, write to[HIDDEN TEXT].

v For queries pertaining to help on branch CMS related trouble shooting, write to[HIDDEN TEXT].

v Branch can also call on 040 - 67507500 for queries or further follow up. (This number is only for branch users and not to be shared with customers).

CASH MANAGEMENT SERVICES

A. CMS Client Handholding activity

Common Handholding activity

ø Keep on record CMS Sanctions received from CCPH.

ø Encourage customers to use digital platforms for their CMS transactions.

ø To contact the Client for hand holding either by call (cash / cheque) or visit (Paypro demo) as the need be.

ø Maintain record of all client hand holdings.

Handholding of Collection Client(s)

a. Ensure to brief the Client with respect to filling and submission of CMS Deposit slips to the Branch / Vendor.

b. To ensure that Client uses WEBCMS facility for online reports / MIS.

c. To coordinate with the vendor, if the Client has been approved for availing pick-up facility, in consultation with CCPH

Handholding of Payment Client(s)

a. Coordinate with CCPH towards activation of User ID / password, if not received by Client within 1 day of Master Setup (online password). Mail in this regard should be sent to[HIDDEN TEXT].

b. Track the status of password dispatch (offline password) by accessing the following DLMS site at.

c. Ensure to brief the Client with respect to usage of front end module of Paypro.

d. To brief the Client towards preparation of upload file and authorisation / deletion of uploaded file as per Authorisation matrix.

e. Coordinate with CCPH with respect to dispatch of security stationery to Client (if printing is activated at Client's premises). Mail in this regard should be sent to[HIDDEN TEXT]

B. Service Charges recovery

Co-ordinate with RM for recovery of pending charges, if any, based on query / remarks / reports from CCPH.

C. CMS Collection Activity

Collection through Profunds

a. Ensure receipt of CMS Deposit slips from Client / Agency within the timelines.

b. Scrutinise the slip to ensure that all relevant fields are updated including the complete client code, also ensure that the information is legible.

c. Stamp the deposit correctly with date and time of deposition. Rubber Stamp with date & time should be properly affixed through changing the time at half hourly intervals

d. Any late deposition to be mandatorily acknowledged with 'Too Late for Today's clearing' stamp on the Deposit slips.

e. Ensure that crossing stamp of branch is affixed on the instrument before clearing presentation.

Following activities to be undertaken-

Local Cheques

a Scrutiny of physical deposit slips, UV verification, CTS sized slip generation, affixing Branch Pool A / c No. stamp on CMS slip

b. Sending mail or calling customers for any discrepancies and clarification on Deposit Slips

c. Acknowledgement of Deposit Slips to customer / representatives / pick-up vendor

d. Listing of cheques before forwarding the same to Scanning Hub or scanning at Branch

e. Physical Return cheque management in Profunds and dispatch the same as per arrangement (either handover to customer / pick-up vendor at local level or courier to CCPH)

f. Representation of return cheques due to technical reason

Transfer Cheques and Auto Debit Mandates (ADMs)

a. Acknowledgement of Deposit Slips to customer / representatives / pick-up vendor

b. UV & Signature verification

c. Data Entry in Profunds and Finacle

d. Regularisation and Return Marking in Profunds

e. Handover of Return Instruments as per arrangement

Outstation Cheques

a. Acknowledgement of Deposit Slips to customer / representatives / pick-up vendor

b. Scrutiny of physical deposit slips, UV verification, affixing Branch Pool A / c No. stamp on CMS slip

c. Data Entry in Profunds

d. Dispatch of cheques to Axis Bank Branch of the Drawee location / directly to drawee Bank (non-Axis Bank location)

e. Regularisation of cheques received from other Axis Bank Branches.

Cash

a. Data entry in Profunds on the same day, once accepted by the Cash Teller.

b. Cross check with branch CMS Pool account for reconciling cash deposits.

Miscellaneous

a. Maker - Checker process to be followed rigorously. Failure will be viewed seriously.

b. Ensure timely EOD of Profunds.

c. Verification of Cash Slips at Vaulting Locations needs to be done on 'T' itself Discrepancy (if any) should be escalated to CCPH immediately.

d. Ensure dispatch of Cheque Returns, forwarding Schedules on the same day of processing.

e. Avoid Inter-posting, incomplete capturing of Drawer Details / Additional Information, if any.

Logistics

a. Ensure capturing of correct pick-up Codes.

b. Ensure capturing of correct Additional Information / Hierarchy Codes / Division Codes, wherever applicable.

c. Escalate cases of missed pick-ups and issues relating to pick-up vendor immediately to CCPH.

d. To take-up with the Vendor / Agency for inter-posting errors based on query / remarks / reports from CCPH.

CMS Pool Account Reconciliation

a. Ensure drawing of CMS Pool Account reconciliation on a daily basis.

b. Identify the differences in the accounts and report it immediately to CCPH.

c. Ensure to resolve / rectify the unreconciled entries.

d. Intimate CCPH for undertaking appropriate adjustments entries

e. Keep track of late returns / claims / rectifications on a daily basis.

Collection for IPO / NFO

Branches which have been advised data entry in IPO / NFO Software by CCPH should ensure coordination of timely completion of the activity, as advised in IPO / NFO specified circular issued by CCPH and maintain close coordination with the concerned staff.

D. CMS Payment Activity

Cheque Printing through Paypro

a. Ensure printing of instruments (Chq / DD) in Paypro module at specified time intervals - 1000, 1300 and 1600 Hrs. In case of non-collection of the printed instrument by the client even after follow-up, the matter should be immediately escalated to concerned RM.

b. Ensure Reconciliation, Confirmation in Paypro, post completion of printing.

c. Scrutinize that the instruments are appropriately printed, prior to handing over of the same to the client.

d. On handing over, proper acknowledgement should be taken for record. Operations Head of the Branch / Customer Service manager should ensure that the stock of security stationery is verified at periodical but unscheduled intervals during the month.

e. Maintain Security Stationery as per the stipulated threshold limit as advised by CCPH from time to time.

f. Ensure to procure Security Stationery from CCPH well in advance so as to avoid running out of stationery at the branch.

Dividend distribution through Atpar

a. Co-ordination with Client / Registrar for initial Artwork / amendment / modifications based on remarks provided by CCPH and submission of revised artwork to CCPH.

b. Follow-up with Client / Registrar for timely parking of fund, funding break-up and submission of Issuance Data as per the Sanction details

c. Obtain Initial Validation Report (IVR) from CCPH and forward it to Client / Registrar.

d. Ensure daily dispatch of paid warrants to centralised location as per instructions of CCPH and ensure handing over of the same to client under acknowledgement upon receipt after reconciliation.

Dividend distribution through ECS / NECS / NACH Credit

a. Obtain confirmation from Client / Registrar for handling the rejected / unsuccessful Credit Records.

b. Coordinate with CCPH for submission of Final / Periodic Reconciliation Report to the Client.

c. Coordinate with Client / Registrar towards transfer of unpaid-funds to IEPF Account in consultation with CCPH.

WB CSM CA & CMS

Transactional / Operational Responsibilities

CA-CSOs to service the CBG and WBG clients across all CA-SRs. They need to exercise caution on the following SRs and inform customers of the consequences of processing of the following SRs. The CSOs need to also refer to the operational manual for processing of all service requests at branches.

1. Customers to be informed that for all scheme code changes, charges pertaining to the previous month, as applicable for the scheme code will be levied

2. All DD / PO should be revalidated by either an Operationshead or a Branchhead who needs to authenticate the date change with his signatures as per bank records as well as with his / her valid SS number.

3. All name change service requests need to be taken with adequate proof and should comply with the extant circulars and guidelines issued by the bank

4. All name address change service requests need to be taken with adequate proof and should comply with the extant circulars and guidelines issued by the bank

5. All Fax indemnities need to be entered in the Branch Document Register of the branch and should be kept in the FRFC as per the extant guidelines of the bank

6. Regular and periodic inspection of the Fax indemnities to be done to ascertain the period validity of the Fax indemnities

7. Board Resolution checklist is a mandatory part of the Authorized Signatory addition deletion request

8. Bank staff is not supposed to provide any format of board resolution / Indemnities to the customers, and instead are encouraged to proactively share the BR check list with customers

9. Any change in 'mode of operation' of accounts needs to be substantiated with the legal guidelines pertaining to the constitution of the current account customer

10. Any change in the constitution of the entity needs to be substantiated with required documentation

11. CA-CSOs to keep a proper record of all SI instructions and check the execution of all SI instructions across all CBG / WBG customers

12. Re-KYC and BO SR documentation to be strictly adhered to as per the extant guidelines of the bank

Authorization Guidelines :

1. Signature verification of all signatories to the account should be conducted with signatures as per Finacle / bank records.

2. All SRs need to be captured as a written request from customers on a customer request form of the bank

3. CSOs to ensure that they collect instructions duly signed by valid authorized Signatories

Deployment of CA-CSOs

1. CA-CSOs should not have any possession of the secured stationary of the branch such as DD / PO and loose cheque leaves

2. CA-CSOs will not be handling replenishment of ATM / BNA machines and will not be in possession of safe keys of the ATM / BNA machines or of the branch FRFC and Vault

3. CA-CSOs cannot be made custodians of Clearing (CTS / MICR / Local Clearing) at branches

4. CA-CSOs should be involved in processing of bulk payments for corporates but should not be involved in processing of salaries and other retail transactions

5. CA-CSOs cannot be made locker custodians at branches

6. CA-CSOs are a WB service functionary and should not be sitting as a teller on the teller counter

7. CA-CSOs are a dedicated channel for CA servicing to CBG / WBG customers and should not be involved in attending to legal cases pertaining to the branch

Servicing Role of CA-CSOs

1-CA-CSOs will need to scrutinize the inward and outward clearing reports (MICR / local clearing) and arrange for funding of accounts of CBG & WBG customers thereby preventing dishonor of cheques for these customers

2. CA-CSOs to arrange and provide for demos on all WB digital platforms to customers (CIB / TF Connect / Fx Connect / e-Forex / Paypro etc)

3. CA-CSOs will aid and assist RMs in cross selling and upselling of various WB products and help increase the product per customer in the branches CBG / WBG portfolio's

4. CA-CSOs will aid in seeding and cross pollination of CMS / Trade and Fx solutions in the CBG / WBG and should not have any possession of the secured stationary of the branch such as DD / PO and loose cheque leaves

5. CA-CSOs will proactively identify clients and try and provide CBA customizations and also look after the profitability of the customization

6. CA-CSOs will play a proactive part in attending to compliance pendency at branches especially on the Re-KYC, BO and Pan update

7. The CA-CSOs will proactively reach out to the CBG / WBG clientele and focus on deepening of balances through prompt and efficient servicing

Monitoring overall operations of the Branch

Monthly reporting of MIS to Branch Head / Central Office.

Joint Custodian of Cash Vault Keys-Set 1 and Security items.

Verifying Inward & Outward Cash remittance requests in CCMS.

Monitoring of Branch Documents.

Monitoring of vendor payments.

Monitoring of Daily report generation.

E receipt generation

RBO- Digitalization - daily certificate- MCS

All other works assigned by the Branch Head from time ot time

Verification of all daily transactions- Transfer / RTGS / NEFT / EPH / DD / FD's etc., and responsible for completion of daily transactions and ensuring the Branch EOD on time.

AOF Management and record keeping. Scrutiny & Verification of AOF's of CA / CC, ensuring all KYC / ReKYC norms as per the guidelines

Monitoring Mail transactions and Registers

Monitoring and updation of unscanned signatures

Fixed Assets Management and record keeping. Physical monitoring & Verification of all Fixed Assets of the Branch, initiation of all transfer / surrender of Fixed Assets through FAMS

Vendor Management, Managing & Coordinating with all the vendors for any requirement at the Branch and AMC record maintenance with vendors

Empanelment / Renewal of CA Firms / Valuers for CBB Mumbai

All other works assigned by the Branch Head from time ot time

Skills Required

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