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  • Manage Customer Engagements (Retail)

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    Ram Mohan Mishra
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    This document provides an overview of the process for managing customer engagements in retail banking. It outlines the key steps which include identifying the customer's needs, checking if the customer already exists, capturing new customer or prospect data if needed, discussing product/service details, and creating tasks for any required background checks, information updates, or new customer records. The process involves interactions between branch users and customers to understand requests and fulfill them as efficiently as possible.

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    This document provides an overview of the process for managing customer engagements in retail banking. It outlines the key steps which include identifying the customer's needs, checking if the customer already exists, capturing new customer or prospect data if needed, discussing product/service details, and creating tasks for any required background checks, information updates, or new customer records. The process involves interactions between branch users and customers to understand requests and fulfill them as efficiently as possible.

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    © All Rights Reserved
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    6 views1 page

    Manage Customer Engagements (Retail)

    Uploaded by

    Ram Mohan Mishra
    This document provides an overview of the process for managing customer engagements in retail banking. It outlines the key steps which include identifying the customer's needs, checking if the customer already exists, capturing new customer or prospect data if needed, discussing product/service details, and creating tasks for any required background checks, information updates, or new customer records. The process involves interactions between branch users and customers to understand requests and fulfill them as efficiently as possible.

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    of 1

    27/04/21 Manage Customer Engagements (Retail)

    TEMENOS Banking Reference Processes


    Manage Customer Engagements (Retail) Last change: 17-Mar-2021 12:05:15
    Type: EPC

    Customer walks
    in to a branch

    Customer

    Identify Customer
    All Branch Users
    needs

    - Standard Interview Process


    - Product/ Service/ Information request

    Customer
    Identification Receive
    Documents documents for All Branch Users
    identification

    - Tax identification number


    - Passport
    - Driving License
    - Address proof-utility bills, etc
    COS
    RETAIL.CSM

    ENQ Check if existing


    PROSPECT.S prospect or All Branch Users
    EARCH customer

    - Name
    ENQ
    CUSTOMER.
    DETS.SCV

    Prospect does Existing retail Existing retail


    not exist banking prospect banking Customer
    PW.PROCES
    S,AUTO

    ENQ ENQ
    CUSTOMER, Capture prospect Launch prospect Launch Customer
    All Branch Users PROSPECT.S All Branch Users CUSTOMER. All Branch Users
    PROSPECT data record record
    EARCH SCV

    Mandatory fields can be defined,


    e.g. which fields need to be filled
    before transaction can be committed.
    (Short opening would be possible) Display prospect Display Customer
    ST record ST record

    SYS SYS

    ENQ Identify cross


    CUST.OPPO selling All Branch Users
    RTUNITY.S... opportunities

    Cross selling
    Prospect data Prospect record
    opportunities
    captured displayed
    identified

    Confirm type and


    All Branch Users
    details of request

    - Product/ Service/ Information request


    - Product/ Service details

    Specific product/ Only information


    service request required

    Confirm if
    ENQ Prepare and
    background
    CUSTOMER. All Branch Users handover required All Branch Users
    checks or
    SCV information
    updates required

    - Product Information
    - Application Forms
    - etc.

    COS
    Launch contact
    RECENT.CO All Branch Users
    Customer does management
    Existing Customer NTACT.SCV
    not exist

    CR.CONTACT
    Agree with retail Create Retail .LOG,CAPTU Create task All Branch Users
    Customer on All Branch Users Customer (PW) RE.CONTACT
    product details
    - Record Information provided
    Product/ Service type: - Capture follow up tasks
    - Amount/ Interest Rate/ Currency - etc.
    - Source of funds (e.g. cash, account transfer) Contact
    - Passbook/ Checkbook, ATM Card, Internet Banking management
    - Product Bundle data captured

    Product Details Product details Product details Product details Product details Product details Product details Product details
    agreed agreed agreed agreed agreed agreed agreed agreed

    Create Create Multi Create Facility


    Open Account Open Discounted Create Product Open Safe Deposit
    Arrangement Currency Open Deposit (AA) Arrangement
    (PW) Deposit (AA) Bundle Box (SDB)
    Account Arrangement Account (Retail)

    Temenos R21 Proprietary & Confidential 1

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