Process Note: Handling Re-KYC Requests

When a request is received for Re-KYC to update PAN, Address, and Latest Photograph, please follow the below process:

1. Documents shared by the customer is already Updated in ops console:

If the customer has shared documents that are already updated in ops console,
→ Do not raise separate requests for PAN update or Address update.
→ Proceed with Re-KYC only and upload all the documents in Re-KYC request

Maker Comments (Mandatory)

• In the Re-KYC request, the maker must add appropriate comments:
• If no change in existing details:
  → “No change in existing details, documents uploaded -PAN, Aadhar and photograph” (*write the Name of the document received).

2. Documents shared by the customer Not Updated in ops console:

If the customer has shared documents that are not updated in ops console.
→ Raise the following three requests:

• Re-KYC request (upload all the document)
• PAN Update request (if PAN is not updated)
• Address Update request (Permanent and correspondence. if address is not updated)

Note:

• If anyone request is received (PAN or Address), ensure that the Re-KYC request is also raised along with the respective update request.
• Raise only the relevant update request based on the documents received from the customer.

• if there is any mismatch between the customer details available in our system and the Re-KYC documents submitted, the details will first be validated against the proposal form.

• If the proposal form aligns with the customer’s documents, the update will be done without seeking customer consent. However, if there is a mismatch with the proposal form, the standard process will be followed.

3. Maker Comments (Mandatory)

• In the Re-KYC request, the maker must add appropriate comments:
• If there is a change in documents: (Anyone)
  → “Separate requests raised for PAN update and Address update.”
• → “Separate requests raised for PAN update.”
• → Separate requests raised for Address update.”

This ensures proper tracking and avoids duplicate or unnecessary requests.

Refer below screen shot of ops console for Re-KYC request

Ops console screen shot

Process Note: Handling Slight Mismatch in Customer Email ID

Objective:
To guide agents on the appropriate steps to be followed when there is a mismatch between the email ID the customer is writing from and the one updated in the system (Ops Console), but it matches with the one in the proposal form.

Common Examples of Slight Mismatch Email IDs:

These are considered valid if they match the proposal form.

Agent’s Role: Step-by-Step

Verify the Proposal Form

Need to check the proposal form if there’s a slight mismatch in the email ID no need to do it for every case.

Raise a Correction Request

If the email ID in the proposal form matches the one the customer is using to write to us (even if it differs from the system), raise a request to update in the system

No Additional Documentation Needed

• Do not ask the customer to send any documents or written consent, as the proposal form serves as valid proof

Case Summary & Attachment

• Add a clear and concise case summary when raising the request
• Attach the relevant proposal form showing the correct email ID

Inform the Customer

Respond to the customer stating:
“We noticed that the email ID you are writing from is correctly mentioned in your proposal form but was not updated in our system. We have initiated a request to update this in our records.”

Important Note: If the email ID doesn’t match either the Ops Console or the proposal form, please follow the standard process for email ID updates which is available on the KM Portal.