Final Ready Reckoner For PPB Agent Deck
Final Ready Reckoner For PPB Agent Deck
Final Ready Reckoner For PPB Agent Deck
Spread
awareness about
PPB products
Tips for customer acquisition
Listen, escalate
Identify potential 1. Always facilitate KYC for wallet upgrade and/or
and resolve
customer for open savings account request only after taking
customer
financial products customer consent
grievance
Customer
engagement as 2. Ensure that the customer listens to the IVR consent
1st point of call and input to the IVR is given by the customer
contact only
Facilitate
Ensure sufficient customers’ KYC
cash and float at for wallet 3. Always enter correct and proper details of the
all times upgrade & customer while facilitating KYC
account opening
Facilitate deposit
and withdrawal
from accounts
* T&C apply
*For internal circulation only INTERNAL 2
BC Agent’s Commission Structure and Customer limits
Customer Acquisition
Non Core Core Customer
Type of Commission
Customer in Rs. in Rs.
Acquisition Payout (Wallet/account) 0 40
Active Customer payout (Wallet/Account) 40 0
Total 40 40
If >=10 IDCs activated in a month Rs.10/- extra for all IDCs activated
Add money to wallet via Cash Customer transaction Limits – Own Wallet*
• BC agents are given commission of Type of Per Transaction
Monthly (Rs.) Yearly (Rs.)
Customer limit (Rs.)
0.3% on total value of amount added
to customers’ wallet by BC agent KYCed /OTP
5,000 20,000 50,000
Customer
• Daily commission will be disbursed on T+1
basis Min Customer 5,000 10,000 50,000
Basic Customer 0 0 0
* T&C apply
*For internal circulation only INTERNAL 4
BC Agent’s Do’s and Don’ts
Do’s Don’ts
1. Facilitate KYC and take account opening request 1. Don’t enter gibberish value while facilitating KYC
only after customer’s consent 2. Never maintain or share record of customer data
2. Always ask customer about nominee details and with anyone unless specified in writing by Paytm
enter these details correctly Payments Bank
3. Always handover correct amount of cash, in case 3. Don’t print any PPBL stationary or merchandise
of withdrawals locally.
4. Always deposit exact amount as requested by 4. Don’t share your BC App credentials with anyone
customers 5. Never accept or handover counterfeit currency
5. Always maintain sufficient cash and float to 6. Don’t handover hard copy receipts to customers for
ensure zero service denials any transactions
6. Always educate customers to keep their 7. Never charge any customer for KYC, cash deposit or
passwords, passcodes and ATM PIN safely withdrawal
7. Inform about Grievance officers and customer 8. Never make false promises to customers regarding
care PPBL products
8. Ensure that product and compliance poster is 9. Don’t indulge in money laundering, and funding of
always displayed in the shop terrorism activities
9. In case, you are not able to provide service to 10.Don’t make personal transactions or Pay FSE
customer educate customer about Near by to 11.Do not indulge in cash transactions without
find another nearest BC customer consent or involvement
Referred from IIBF training content
*For internal circulation only INTERNAL 5
Customer charges
Bank account Debit card Paytm Wallet
Minimum acc balance- Nil Digital Rupay card- Free Wallet to bank transfer- 5%
Interest Rate- 4% per annum Digital transactions
(payable monthly) Physical Debit card issuance- Rs.125
SMS alert- Free Annual renewal charges- Rs.100 IMPS, UPI, and NEFT- Free
Remittance Lost card replacement- Rs.125 Paytm bank account transfer-
1% of the GMV Free
ATM Transactions
Metro Cities- Mumbai, New Delhi, Chennai, Kolkata, Non Metro- All other places apart from 6 metro cities
Bengaluru, and Hyderabad
3 Free every month and post that: 5 Free every month and post that:
• cash out- Rs.20/ txn • cash out- Rs.20/ txn
• Mini statement, balance check, PIN change- Rs.8 • Mini statement, balance check, PIN change- Rs.8
Note: In case of transactions done at both metro and non metro locations, 5 transactions are free in a month with a cap of 3 free transactions
in 6 metro locations
*For internal circulation only INTERNAL 6
Mandatory Branding Elements for fixed BC
BC agent will not get any commission for any transaction done beyond 5
cash deposit and 5 cash out of one customer in a calendar month
GO SMS
Usage- To check the schedule of GO,
customers can pull the GO SMS
Syntax- GO <space> <PINCODE>
Customer Helpdesk Number- 9880001234
0120-4456456 To be sent from- BC agent’s or customer’s
mobile number
1 2 3
• Customer providing address of far of place than • BCs represent bank to the public. Any
your branch location for opening irregularities in the behaviour of the BC will
• Customer has an unusual or excessively nervous result in decrease in Bank’s reputation &
behaviour penalties to the BC & the Bank
• Customer, who is a student, uncharacteristically
transfers or exchanges large sums of money • Some examples of incorrect behaviour are:
• Customer taking instructions for conducting • Breaking customer cumulative funds into
transactions smaller amounts for deposits or
• Customer is accompanied by unrelated individuals. withdrawal
• Customer did not open account after being • Unexplained huge cash deposits/
informed about KYC requirements unidentified source of funds.
• Customer did not complete transaction after
• Hiding customer or transaction
information from the Bank
queries such source of funds etc.
• Customer has vague knowledge about amount of
money involved in the transaction
Someone who has been entrusted with prominent political positions, domestic or international
Business Correspondents should ensure compliance to the guidance shared by the Bank.
They should:
• They have the legal responsibility to follow RBI guidelines and other AML laws wherever they are
located.
• Report all breaches or attempted breaches of AML controls to the Compliance team. Write to -
[email protected]
Business Correspondents may come across • Reputation Risk – Risk of loss due to impact on
counterfeit currency/notes while dealing with Bank’s reputation
cash deposits & should be able to differentiate
between original & fake currency. • Compliance Risk – Failure to comply with RBI
regulations
For more information to identify original • Legal Risk – Risk of legal impact like fines
currency, please go through the RBI website:
• Financial Risk – Above risks impact on the profits
https://paisaboltahai.rbi.org.in/ of the bank
On pre mature withdrawal from FD, penalties may All debit cards are protected by secret pin
or may not be levied by banks
Referred from IIBF training content
*For internal circulation only INTERNAL 23
Banking Terms
REMITTANCE
Remittance refers to a money transfer transaction COMBATING THE FINANCING OF TERRORISM
where a sender sends a sum of money in a bank (CFT)
account. Migrant workers use remittance to send Investigating, analyzing, deterring and preventing
money home via wire, post or online transfer sources of funding for activities intended to achieve
political, religious or ideological goals through violence
and the threat of violence against civilians
BC ethics
• Give Complete, factual and truthful information on the bank on various products and other aspects
• Protect and respect the privacy of the customer
• Should not compromise his personal interest to that of the bank
• Should treat all customers alike and with no disparity And with respect and dignity
• Should not discriminate or differentiate the customers one against the other
• Should not harbor any caste or communal feelings