Assisted banking for Mobile number change for Payroll customer

Explaining the Assisted banking feature:-

On the assisted app: [ This is FYI ]

1.    The customer walks up to the PRO/PRM/Sales having the assisted banking app

2.    The assistant enters the customer's email ID / mobile number / CRN in the search box

3.    The assistant taps on the customer from the list of search results and requests the customer to perform a biometric authentication

4.    Post authentication, the customer can request for Balance, Mini statement(type of txn and # of txn) (both are sent by SMS to the registered mobile number) or a mobile number change request

5.    In mobile number change request, the customer asks the assistant to enter the new mobile number

6.    Then the customer has to perform a biometric authentication

7.    Upon successful biometric authentication, the request is placed, the customer gets an SMS on the new mobile number which contains the "Reference ID". 

8.    Customers will then need to call support  1860 258 3009 to get their requests approved. They will have received an SMS on their new mobile number. If not, they can call support and ask them to resend the SMS.

As of now : 3 functionalities are going live: [ FYI ]

1. Send Balance [ will be sent directly to the customer's registered # ]

2. Send statement  [ will be sent directly to the customer's registered # ]

3. Change mobile number [ support will receive these requests for validation & approval ]

Actionable for Customer Support team - on WB : [ Please take note of this ]

Support team needs to log on to workbench, go to Assisted banking requests tab and approve using a code the customer provides - then verify the user details and the new mobile number before approving. Alternatively [ if the ref # is not available or expired ] , they can enter the CRN and click on resend SMS and follow the steps explained below:  

Steps for 

Personal Data change [ Mobile #] using Assisted banking tab on WB :

Scenario 1 : With Ref # 

Step 1 : WB > Assisted Banking > Reference # &  Click on ' Next '

Step 2 : Validate the customer [ Ref customer Validation Process ] & Click on 'Confirm' 

Step 3 :  Number will be updated.  Re-confirm on WB 

Scenario 2 : With CRN [ when ref # is not available , re-generate ref # with CRN ]

Step 1 : WB > Assisted Banking > CRN > Resend SMS  [ a 4 digit numeric code will be generated] 

Step 2 : Enter Ref # > ' Click on ' Next '

Step 3 : Validate customer [Ref Customer Validation Process ] & click on ' confirm'

Step 4 : Number will be updated.  Re-confirm on WB 

If still have any query, ask the supervisor or leave the comment in this post.