eCircular

Department: DIGITAL BANKING & NEW BUSINESSES

DEPARTMENT
Sl.No.: 74/2018 - 19
Circular No.: R&DB/CS^NB-DIGITAL BA/1/2018 - 19
Date: Mon 16 Apr 2018

All Branches / Units

NON-FINANCIAL SERVICE (NFS) REQUESTS

INTRODUCTION OF STANDARD CUSTOMER REQUEST FORM (CRF)

The process of handling Non-Financial Service requests has been devised with the
objective of maintaining uniformity across the Bank. Presently, there is no standardized
Form for capturing the NFS requests at the Branches. To maintain uniformity across all
the Branches, two standard formats of Customer Request Forms have been designed,
which are to be used across all the Branches.

2. Existing Process:

The existing process of executing NFS requests is as follows:

 Customer submits all service requests either in a plain paper or in a Form

designed by the Branch without uniformity across the Branches.
 The Request Form along with the required supporting documents is presented by
the customer to the Branch official / staff without tendering any acknowledgment
to the customer.

 The Maker after receiving the duly verified documents from the Operations
Manager / any authorized Official will enter the details in CBS and generate the
queue.
 The Checker will in turn authorize the queue and the details will be updated in
CBS.

3. Proposed Process:

 Branches will accept the request in specified Customer Request Form (CRF).
Acknowledgement slip (tear away at the bottom of CRFs) will be tendered to the
customer on receipt of duly filled CRF.
 The Service Requests have been divided into two categories viz., CRF –
1(Colored in PINK) wherein requests will be processed at a Centralised
Processing Centre and CRF – 2 (Colored in BLUE) wherein requests will be
processed at the Branch. Each set of CRF has 2 parts (Part – A and Part – B).

 Part-A of CRF-1 contains requests relating to CIF/Account Maintenance

Services, Cheque Book and ATM / Debit Card request facility. Part-B of CRF-1
contains requests relating to Account Modification, Nomination and Atal Pension
Yojana (APY).

 Part-A of CRF-2 contains requests related to account related services and TDS
services, whereas Part-B of CRF-2 contains requests relating to Cheque
maintenance services (STOP Cheque request), Debit card services INB services,
pension and Locker services.

The Centralisation process is expected to be rolled-out shortly with CRM integration

and till such time all Branches are advised to process the requests captured in both
CRF – 1 and CRF -2 at Branch only. Suitable instructions will be issued once the
functionality to process requests under Centralisation process is in place.
In order to handhold customers in filling-up the Form, suitable poster has been
designed which may please be prominently displayed in the Branches. (Enclosed as
Annexure - I)

All  the  Branches are  advised  to   use   the   CRFs  for all   NFS service  requests.  The
specimen copies of CRFs are enclosed as  Annexure ­ II. Please ensure that the
CRFs are printed (in Legal size and in colour) and made available to all Branches
under your control.  As a standby, a link for downloading the standardized CRFs has
also been made available in SBI TIMES under Useful Links – Project Lotus.

Please arrange accordingly. 

Yours faithfully,

(Rajesh Kumar)
Chief General Manager
(Digital & e-Commerce)
Encl: As Above
Customer Request Form Guidelines
Ask For The Right Form For Your Request
CRF-1 (PART A) CRF-1 (PART B) CRF-2 (PART A) CRF-2 (PART B)
▪ KYC update ▪ Account transfer ▪ Mobile no.change ▪ Cheque stop
▪ Address change ▪ FD tenure modification ▪ Mode of operation ▪ Debit card block/
▪ Aadhar seeding ▪ Internet banking rights ▪ Account closure unblock
▪ PAN seeding modification ▪ Account activation ▪ Internet banking
▪ Email ID update ▪ Add father/spouse ▪ Convert Minor a/c to activation
▪ Title/Name change name Major ▪ Reissuance of
▪ ATM card issuance ▪ Add/ change ▪ Phone banking activation Username/ password
▪ Cheque book facility nomination ▪ Duplicate passbook ▪ Beneficiary addition
▪ Cheque book issuance ▪ Signature change request ▪ Pension services –
▪ SMS alert activation ▪ PPF extension ▪ Reissue FD/TD advice Pension slip, Life
▪ SME Insta Card ▪ Setup NACH/ SI facility certificate, Form 16
Issuance ▪ Auto-sweep facility ▪ Locker related services
▪ Account type change ▪ TDS certificate (Allotment, Nomination,
▪ Nomination for APY, ▪ Submission of Form Closure)
PMJJBY and PMSBY 15G/H

Steps To Fill The Form

Mandatory fields to be filled:
▪ Name
▪ Mobile number
▪ Account number
▪ Branch name

Kindly put a against the request

opted for

Details to be filled only for the

request(s) being placed. E.g. For
address change only fields for
address change need to be filled

Enter the number of requests that

you have applied for

Provide your signature in the box.

The signature should be the same
as the signature present in the
bank records

Ensure that you ask for

acknowledgement from the bank
staff after placing the request

* Please get the document verified by the officer before submission

* Collect your acknowledgement from the bank staff after submitting the request
 Customer Request Form – 1 Part (A)
Paste bar code sticker here

Date*: / /
Customer name*:
Mobile number*: Account number*:
Branch name*:
Fields marked * are mandatory
*Kindly fill only those boxes where information is to be added or updated. On submission of form always ask for acknowledgement*
‘Kindly the boxes against the request opted for

ADD/UPDATE PERSONAL DETAILS

1. Update KYC ID document: PAN Aadhaar Driving license Passport Voter ID NREGA card
Document number: (e.g. Aadhaar number. Passport number)

Place of Issue:
Issue date: D D / M M / Y Y Valid till date: D D / M M / Y Y
2. Address Change: Permanent Correspondence Both (please leave space between two words /digits)
Door/Flat No : Street/Road/Block:
Building/Society:
Locality/Village :
City: PIN:
State:
Document type: Aadhaar card Driving license Passport Voter ID card NREGA card
(Mandatory for permanent address change)
3. Please seed my Aadhaar number in above mentioned account:
4. PAN:
5. Email ID:
6. Change my Title to:
7. Change my Name to:
8. Activate SMS alerts on my Mobile number (This will be activated on mobile number registered with bank records).

ATM AND CHEQUE BOOK FACILITY

9. ATM card issuance (Charges will be deducted as applicable): New Replace
Address to be delivered to: Permanent Correspondence
Name on card:
10. Cheque book facility: Please provide cheque book facility in my account number mentioned above
11. New personalized cheque book request: Number of leaflets 10 20 25 50 100
Name on cheque:
Address to be delivered to: Permanent Correspondence New
Address line 1 :
Address line 2:
Pin : City:
State
I have read, understood and agree to the terms and conditions of various products and services including SMS alerts, Debit card and Internet
Banking. I accept and agree to be bounded by the Terms and Conditions as displayed on bank.sbi. I agree that the bank may debit service charges
plus taxes to my account wherever applicable.
Kindly provide the number of Requests submitted (count and enter number of in the checkboxes)*:

Signature of Branch Official

with SS No.1
First holder signature* Second holder signature

1We confirm having verified the supporting documents against originals and also the genuineness of the customer

ACKNOWLEDGEMENT

Date of Request Received: / /

Customer Name:______________________________________________________________________________ Signature:

Employee Number:________________ Name of Branch official: ________________________________________

Please note: Your request will be processed within 2 working days. Delivery of kits/cheque book etc.to your address will take between 7-15 working days
(depending on delivery location)
 Customer Request Form – 1 Part (B)
Paste bar code sticker here

Date*: / /
Customer name*:
Mobile number*: Account number*:
Branch name*:
Fields marked * are mandatory
*Kindly fill only those boxes where information is to be added or updated. On submission of form always ask for acknowledgement*
‘Kindly the boxes against the request opted for

OTHER ACCOUNT / CIF MODIFICATIONS

1. Transfer Account CIF Both

To Branch name: Branch code:

9. 2. Please change the tenure of my/our Fixed deposit account no.

to Days, Months, Years

3. Internet banking rights modification: Full Transaction rights Limited Transaction rights

4. Request for Extension of PPF account after 15 years (Please fill and attach PPF form H)

5. Add Father/Spouse name:

6. Change my signature in above mentioned account to:

Signature of Branch Official with SS No1

Please provide new signature here

7. SME Insta card issuance (Charges will be deducted as applicable)

VARIANT
8. Change Account Type to Corporate Salary Package
Defense Salary Package
Others
Power Pack Current Account Base Gain Pack
1 We confirm the genuineness of the customer and confirm that the new signature has been obtained in my presence
NOMINATION
9. Nomination to be modified in my account mentioned above New Change Delete
(Please fill and attach DA-1 form for new nomination, DA-2 form to delete nomination and DA-3 form to change nomination)

10. Nomination to be modified ( Add Modify) in the scheme: APY 2 PMJJBY3 PMSBY4
(Nominee details in the form attached)
2Atal Pension Yojna; 3Pradhan Mantri Jeevan Jyoti Bima Yojna; 4Pradhan Mantri Suraksha Bima Yojna

APY RELATED SERVICES

11. Request to update the pension amount for APY from to 1000 2000 3000 4000 5000
I hereby authorize the bank to debit my above mentioned bank account till the age of 60 for making payment under APY
as applicable based on my age and the Pension Amounts elected by me

I have read, understood and agree to the terms and conditions of various products and services including SMS alerts, Debit card and Internet
Banking. I accept and agree to be bounded by the Terms and Conditions as displayed on bank.sbi. I agree that the bank may debit service charges
plus taxes to my account wherever applicable.
Kindly provide the number of Requests submitted (count and enter number of in the checkboxes)*:

Signature of Branch Official

with SS No.5
First holder signature* Second holder signature

5We confirm having verified the supporting documents against originals and also the genuineness of the customer

ACKNOWLEDGEMENT

Date of Request Received: / /

Customer Name:______________________________________________________________________________ Signature:

Employee Number:________________ Name of Branch official: ________________________________________

Please note: Your request will be processed within 2 working days. Delivery of kits/cheque book etc.to your address will take between 7-15 working days
(depending on delivery location)
 Customer Request Form – 2 Part (A)

Date*: 1 3 / 0 7 / 2 0 2 0
Customer name*: S H R A V I K A A G A R W A L
Mobile number*: 9 7 4 0 2 7 6 3 3 4 Account number*: 2 0 1 4 8 8 5 2 3 9 1
Branch name*: R A J A R A J E S W A R I N A G A R 5 6 0 0 9 8
Fields marked * are mandatory
*Kindly fill only those boxes where information is to be added or updated. On submission of form always ask for acknowledgement*
‘Kindly the boxes against the request opted for
ACCOUNT RELATED SERVICES
1. Change mobile number to: 8 1 7 9 6 9 9 1 1 1

2. Change mode of operation in above mentioned account to:

Self Either or Survivor Former or Survivor Jointly

3. I/we request to close above account and pay the balance by: Cash
Credit to account no: IFSC:

4. Request to activate my Inoperative / Dormant account (number mentioned above)

Reason for dormancy:

5. Convert my account from Minor to Major as I became Major on / /

6. Request to activate Phone Banking services in the account mentioned above

7. Request to Issue Duplicate Passbook for the above mentioned account

8. Reissue Term Deposit advice for A/C number:

9. Setup NACH facility as per the form attached

10. Standing instruction: Please transfer Rs.

starting from date / / till date / / to RD/loan account
number: every Alternate Week Quarter Daily Once a week
Monthly Annually

11. Setup Auto-sweep facility - Saving Plus

Threshold amount: Rs (Min Threshold Balance Rs. 35,000)
Sweep time: __________ day (e.g. Monday, Tuesday) of every week (only for Savings Plus Account)
OR ____ (e.g. 1st, 2nd) of every month beginning on / /
Under reverse sweep facility the MOD (Multi-option deposit) to be broken by: Last in first out First in first out

TDS SERVICES
12. Please issue TDS certificate for above mentioned account

13. I wish to submit Form I5G I5H for my deposits with the Bank

I have read, understood and agree to the terms and conditions of various products and services including SMS alerts, Debit card and Internet
Banking. I accept and agree to be bounded by the Terms and Conditions as displayed on bank.sbi. I agree that the bank may debit service charges
plus taxes to my account wherever applicable. Kindly submit the necessary documents as proof for request fulfillment.
Kindly provide the number of Requests submitted (count and enter number of in the checkboxes)*:

Signature of Branch Official

with SS No.1
First holder signature* Second holder signature

1We confirm having verified the supporting documents against originals and also the genuineness of the customer.

ACKNOWLEDGEMENT

Date of Request Received: / /

Customer Name:______________________________________________________________________________ Signature:

Employee Number:________________ Name of Branch official: ________________________________________

Please note: Your request will be processed within 2 working days. Delivery of kits/cheque book etc.to your address will take between 7-15 working days
(depending on delivery location)
 Customer Request Form – 2 Part (B)

Date*: / /
Customer name*:
Mobile number*: Account number*:
Branch name*:
Fields marked * are mandatory
*Kindly fill only those boxes where information is to be added or updated. On submission of form always ask for acknowledgement*
‘Kindly the boxes against the request opted for
CHEQUE RELATED SERVICES
1. Request to stop (number of cheques) cheque number listed below
Starting from _______________ending at ______________ Or Cheque number
Cheque number Cheque number
Cheque number
DEBIT CARD SERVICES
2. Block debit card number in above account
3. Unblock debit card number

INTERNET BANKING SERVICES

4. Activate Internet Banking in the above mentioned account.
Kit number (for official use only)
5. Request to Reactivate the username Re-issue login password Reset the INB profile password
My Duplicate Password reference number is
Date of Birth / /
Wish to receive the Pre-printed Kit (PPK) at address mentioned in my account
6. Request to add beneficiary to INB: Beneficiary name :_____________________________________________________
Beneficiary account no :
Beneficiary Bank/Branch : ___________________________________________________________________________
Limit (INR):
PENSION SERVICES
7. I wish to submit Life Certificate for PPO no
8. Please issue Pension Slip for PPO no for the Month Year
9. Please issue Form 16 for PPO no

LOCKER SERVICES
10. Request for Allotment of Locker: (Size) Small Medium Large
11. Request to add Nomination to Locker number:
(Duly filled in nomination form is to be attached)
12. Request for Locker Conversion to joint: Locker No.
Name of Joint Holder
Account No. of Joint Holder
13. Request for closure (Surrender) of Locker no: Bearing Key No

I have read, understood and agree to the terms and conditions of various products and services including SMS alerts, Debit card and Internet
Banking. I accept and agree to be bounded by the Terms and Conditions as displayed on bank.sbi. I agree that the bank may debit service charges
plus taxes to my account wherever applicable.
Kindly provide the number of Requests submitted (count and enter number of in the checkboxes)*:

Signature of Branch Official

with SS No.1
First holder signature* Second holder signature

1We confirm having verified the supporting documents against originals and also the genuineness of the customer.

ACKNOWLEDGEMENT

Date of Request Received: / /

Customer Name:______________________________________________________________________________ Signature:

Employee Number:________________ Name of Branch official: ________________________________________

Please note: Your request will be processed within 2 working days. Delivery of kits/cheque book etc.to your address will take between 7-15 working days
(depending on delivery location)