Standard Operating Procedure for Digital Saving Account (SOP)

[Audio] Classification: Internal Standard Operating Procedure for Digital Saving Account (SOP) NORTH EAST SMALL FINANCE BANK.

[Audio] Digital Account Opening via VKYC on slice App 🎯 Objective To define the step-by-step process for digital account opening on the slice app using Video Know Your Customer (VKYC). Ensure compliance with regulatory requirements and seamless customer onboarding. 📌 Scope This SOP applies to all customers applying for an account on the slice app. It is also applicable to the VKYC team responsible for verification..

[Audio] 🔄 Step-by-Step Process STEP 1️: Download & Install the slice Application Search for "slice" in the store and install the application. 📥 For Android Users: Download from the Google Play Store. 📥 For iOS Users: Download from the Apple App Store..

[Audio] STEP 2: Open the Application & Get Started ➡️ Click on “Get Started.” ➡️ Click on the arrow to proceed..

[Audio] STEP 3: Grant Necessary Permissions ✔️ Click "Allow" for SMS access. ✔️ Click "Allow" for phone call access to start Video call..

[Audio] STEP 4: Enter Personal Information "Enter the registered mobile number." 📝 Enter mobile number 📩 Enter the four-digit code received on the registered email ID. 👤 Provide full name and referral code (employee ID of the branch employee)..

[Audio] STEP 4: Enter Personal Information….Continue "Enter the four-digit code received on the provided email ID for verification.".

[Audio] STEP 4: Enter Personal Information….Continue "Provide your full name and enter the referral code (employee ID of the branch employee)..

[Audio] STEP 5: Set a Secure PIN "Click on 'Allow' to enable notifications." 🔐 Choose a 4 digit PIN. 🚫 Ensure there are no consecutive digits in the PIN..

[Audio] STEP 6: UPI Setup 🏦 Navigate to the bottom left side of the screen and click on the bank symbol..

[Audio] STEP 7: Upgrade to Banking ⬆️ Click on “Upgrade to Banking.” ✔️ Click on “Upgrade Now.” ✔️ Accept Terms & Conditions and confirm Indian citizenship..

[Audio] STEP 7: Upgrade to Banking….Continue "Click on 'Upgrade Now,' accept the Terms and Conditions, and then select the 'Continue' button to proceed.".

[Audio] STEP 8: Provide KYC Details 🆔 Enter PAN card number and click Confirm. ➡️ Click the confirm button to proceed to the next page..

[Audio] STEP 8: Provide KYC Details….Continue 💼 Mention employment status and enter income details. "After entering the necessary details, click the arrow to proceed to the next page.".

[Audio] "After clicking the arrow to proceed to the next page, your KYC details will be fetched automatically." "After fetching your KYC, the Aadhaar verification page will appear. Click on 'Verify via OTP'.".

[Audio] STEP 9: Aadhaar Verification & e-Sign 🆔 Enter Aadhaar number and captcha. 🔐 Enter 6-digit DigiLocker PIN. 📩 An OTP will be sent to the registered mobile number. ✔️ Once verified, the ‘KYC Completed’ message will appear. "After clicking on 'Verify via OTP,' you will be redirected to the DigiLocker page. Click on the 'Allow' button.".

[Audio] STEP 9: Aadhaar Verification & e-Sign……continue "After clicking on 'Allow,' you will be redirected to the Meri Pehchaan page. Enter your Aadhaar card number in the box, input the captcha correctly, and then click on 'Next'.".

[Audio] "After clicking on 'Next,' an OTP will be sent to your Aadhaar-registered mobile number. Enter the OTP in the designated box and click on 'Continue'.".

[Audio] After clicking on the 'Continue' button, you will be prompted to enter your 6-digit DigiLocker Security PIN. Enter the PIN in the designated box and click on 'Continue'..

[Audio] STEP 9: Aadhaar Verification & e-Sign……continue "After clicking on the 'Continue' button, you will be redirected to the Consent Validity and Document page. Click on the 'Allow' button.".

[Audio] STEP 9: Aadhaar Verification & e-Sign……continue "After clicking on the 'Allow' button, the documents will be fetched automatically.".

[Audio] "After fetching the documents, the Consent page will appear. Please review the details and click on the 'Allow' button.".

[Audio] "After clicking on the 'Allow' button, you will be prompted to enter your Aadhaar number again and input the captcha. Then, enter your 6-digit DigiLocker PIN. After that, an OTP will be sent to your registered mobile number. Once all details are entered, a 'KYC Completed' message will appear on the screen.".

[Audio] STEP 10: Details Verification 📍 Verify address, PAN, and Aadhaar details. 👥 Click on Add Nominee and enter nominee details. ✔️ Click on Add to proceed. If the customer is not at their permanent address, do not update it..

[Audio] STEP 10: Nominee Addition (Optional but Recommended) Encourage the customer to add a nominee for known purposes. "After verifying the details, kindly click on 'Add Nominee'." This step is optional "After entering the nominee details, kindly click on the 'Add' button.".

[Audio] STEP 11: VKYC Process Initiation 📞 Click on Continue to proceed with VKYC. 📷 Allow permission for camera and microphone access. ✅ Click on “While using the app” for permission settings..

[Audio] STEP 11: VKYC Process Initiation….continue "After clicking on 'Continue,' the system will request permission to take pictures and record videos." "Kindly select the 'While using the app' option to proceed further..

[Audio] STEP 11: VKYC Process Initiation….continue "After clicking on ‘Allow,' the system will request permission for device precise location”. "Kindly select the 'While using the app' option to proceed further. "After granting all permissions, click on the 'Begin Call' option to proceed." Note: in case the user does not have a physical PAN card ready, they can complete the Verification via the ‘Digilocker’ flow.

[Audio] STEP 12: VKYC Call & Verification 📲 Click on Begin Call to start VKYC. 🔄 The system assigns a VKYC slot to an available executive. 💡 Ensure a stable internet connection and a well-lit environment. 🆔 Executive verifies PAN details and asks the customer to display the original PAN card..

[Audio] STEP 12: VKYC Call & Verification….continue "The system will assign a VKYC slot to the next available executive." The VKYC executive initiates a live video call with the customer..

[Audio] Step 13: Customer Preparation Customer must ensure a stable internet connection and a well-lit environment. Step 14: Identity Verification The executive asks the customer to display their original PAN card. The customer must clearly show their face and PAN card in the frame. The executive verifies PAN details against system records..

[Audio] STEP 15: VKYC Team Verification Process During the VKYC process, the executive will ask the following questions: Verification Code: The agent will ask you to confirm the four-digit code displayed on your mobile screen. Selfie Capture: You will need to take a selfie within the designated frame for identity verification. Additional Questions: Occupation: The agent will ask about your current employment status. Salary Slab: You will need to specify your income range..

[Audio] STEP 15: VKYC Team Verification Process….continue Expected Turnaround Time (TAT) 🕒 VKYC verification should be completed within 5-10 minutes per customer. "After the successful completion of VKYC, your Digital Savings Account will be opened.".

[Audio] Step 16: Final Steps Post Digital Savings Account Activation – Key Information for Customers Virtual Debit Card Usage ✅ Instant Access: As soon as the account is activated, the virtual debit card will be available. ✅ UPI Connectivity: Can be linked to any UPI app (preferably slice UPI). Enables seamless digital transactions..

[Audio] How to Link Your Virtual Debit Card on GPay Open Google Pay (GPay) on your mobile device. Navigate to "Add Bank Account" in the settings. Search for "North East Small Finance Bank" and select it. The system will initiate the linking process automatically. Once the account is linked, go to the "Add Card" section. Enter your Virtual Debit Card number to complete the setup..

[Audio] "After opening Google Pay (GPay), click on the 'Bank Account' tab." "Click on 'Add Bank Account'." "In the search box, type 'North East Small Finance Bank' and select it.".

[Audio] "Click on 'Continue' to proceed further." "Click on “Start” to proceed further.".

[Audio] "Please enter your Virtual Debit Card number." "After entering the Virtual Debit Card number, you are all set to proceed with UPI transactions.".

[Audio] ✅ E-Commerce Transactions Can be used for online purchases on platforms like Amazon, Flipkart, Swiggy, and Zomato..

[Audio] Cheque Book Request (One-Time Free) After the Digital Savings Account is opened, the customer must send an email to [email protected] to request a free one-time cheque book. The customer must sign on a white blank paper, take a clear picture, and attach it to the email. Upon successful verification, the cheque book will be issued within 7 to 10 working days. Email Format Example Subject: Request for First Free Cheque Book I would like to request my first free cheque book for my Digital Savings Account. Additionally, I have attached my scanned signature for verification. Kindly process my request at the earliest and let me know if any further details are required..

[Audio] Physical Debit Card Request (Now Available) Net Banking Services (Coming Soon) If a customer requires a physical debit card, they need to send an email to [email protected] requesting one. The physical debit card will be chargeable at ₹299 inclusive of all applicable charges. Important: As of now, we are not issuing physical debit cards. Once the service is available, customers will be notified via the slice application. Currently, net banking services are not available for Digital Savings Account holders. Once the feature is launched, customers will be notified via the slice application. Users can use mobile banking via the slice application. That would serve the purpose of all the facilities that net banking has to offer..

[Audio] Fixed Deposit (FD) Booking – Additional Savings Benefits ✅ Optional FD Booking Customers have the option to open a Fixed Deposit (FD) for enhanced savings. 💰 Benefits of FD Booking Earn higher interest rates compared to a regular savings account. Enjoy safe and secure investment with guaranteed returns. Flexibility in tenure selection as per customer preference. 📌 How to Book an FD? Customers can initiate an FD request through the slice app. 🔔 Important Note: FD booking is not mandatory but recommended for customers looking to maximize savings..

[Audio] How to Book an FD on the slice Application 📌 Step-by-Step Guide "Open the slice application, log in to your account, and click on the 'Deposit' option." Select the desired tenure and enter the FD amount. Review the interest rate and maturity details before proceeding..

[Audio] "After confirming the FD amount and interest rate, click on the 'Continue' button." "After selecting the desired amount and interest rate for the Fixed Deposit, choose the 'One-time' option and proceed to the next page.".

[Audio] Confirm your details and click on "Pay option”. "After clicking on the payment option, you will see various payment modes available for booking the Fixed Deposit.".

[Audio] ✅ Once the FD is successfully booked, the details will be available in the account summary. ✅ FD booking is optional but provides higher returns compared to a regular savings account. 📢 This SOP ensures a smooth and efficient process for digital account opening via VKYC. All team members must adhere to these guidelines for accuracy and compliance..

[Audio] Some Common ERRORS or IMAGE Clarifications In this image, you can guide the customer to view their detailed passbook, full account number, virtual debit card number, and access options to add a beneficiary and nominee. Additionally, the customer can load money into their account using the 'Add Money' option via net banking, UPI, or debit card..

[Audio] Some Common ERRORS or IMAGE Clarifications This error typically appears when the customer already has an existing relationship with NESFB, in which case a DSA account cannot be opened. However, for cross-verification, you may share the error screenshot along with the customer number, and we will verify it from our end..

[Audio] This error appears when you attempt to open a DSA account on a device that was previously used for another on-boarding. To avoid this, please ensure that the DSA on-boarding is carried out on the customer's device only. However, if you still encounter this error, kindly connect with me by sharing the error screenshot along with the customer number for further assistance..

[Audio] This error appears when the customer fails to provide the required information to the VKYC agent, such as phone number, occupation, etc. It can also occur if there is a mismatch in the date of birth between the Aadhaar and PAN card. However, if the date of birth on the Aadhaar is correct, the VKYC agent will share a link with the customer to initiate the DOB correction process..